Some answers may repeat. Some answers might be two words, but even for 2 word answers do not leave a box/cell empty to act as a space.
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Horizontales
This Collaborative Technique ensures you understand what the customer is saying
This Collaborative Technique ensures the customer understands/accepts the information you're providing
"Thanks for calling but we don't need anything right now" is an example of a customer showing ______.
"Where are you buying your supplies right now, Amazon, Office Depot, Costco, or somewhere else?" is an example of an open or closed question?
This Collaborative Technique allows you to provide context for something you are about to say or ask. By doing this you also ensure the customer understands where you are taking the conversation and why.
This type of question encourages the customer to answer freely.
It's important to avoid using ______ _______ (but, although, however)in your statement attempting to gain agreement to Discover because it can negate your acknowledgment or make it seem insincere.
Checking for __________ within Open will ensure you and your customer are moving forward together and give them the opportunity to ask additional agenda items.
The 2nd step of Resolving Customer Indifference is asking questions to _______ ______ to improve circumstances.
"I think it's great you are using another vendor" is an example of an ___________ acknowledgment to a customer's indifference.
______ is the 1st (and arguably most important) of the 5 Collaborative Techniques
Before every sales call you should identify a ________ beneficial commitment which will allow you to create an agenda that helps achieve that commitment
This part of Open allows you to respond to a customer's indifference with a statement that is neutral, shows you have heard and respect their position.
"It makes sense to research different options" is an example of an _________ acknowledgment to a customer's indifference.
You give this to tie the feature you are recommending back to the customer's specific need.
Verticales
"Outside of Quill, where else are you buying supplies for your office?" is an example of an open or closed question?
After Acknowledging a customer's indifference, you should ____ _________ to discover next.
This type of question encourages a specific and clarifying response.
An ___________ customer sees no need for what you are selling.
"How many employees do you have? is an example of an open or closed question?
"I understand, it's important to ensure you are getting the best value" is an example of an _________ acknowledgment to a customer's indifference.
This step in Open will be after you state your agenda, and will let the customer know how they will benefit from the meeting.
This Collaborative Technique is a statement that shows the customer you are listening, while also showing respect and empathy towards their situation
The 3rd step of Resolving Customer Indifference is asking questions to discuss _____ of their current circumstances.
This first step of Open sets the context for the conversation while allowing you to move smoothly from rapport building to the sales conversation
What level of listening are you doing when you are carefully listening and giving your complete attention?
"I get it, but your current vendor is known to have really slow shipping" is an example of an ___________ acknowledgment to a customer's indifference.
What level of listening are you doing when your attention is elsewhere?
This step of Open outlines what you would like to cover or accomplish during the meeting
What level listening is it when your attention varies from full to partial to none?
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