Question 1

The salesperson makes statements that add value during the need satisfaction stage of the consultative sales process by:

Accepted Answer

A) questioning the customer about their needs 
B) informing,persuading,or reminding the customer of the correct product or service for them 
C) empathizing and identifying with the customer to establish rapport 
D) asking for the sales directly 
E) servicing the customer after they have purchased initially 
A) questioning the customer about their needs 
B) informing,persuading,or reminding the customer of the correct product or service for them 
C) empathizing and identifying with the customer to establish rapport 
D) asking for the sales directly 
E) servicing the customer after they have purchased initially B

Question 2

Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

Accepted Answer

A) True 
 B)False  True

Question 3

List and describe the four most common types of questions used in the field of personal selling.

Accepted Answer

1.Survey questions-gather certain basic facts about the buyer's existing situation and problem.General survey questions help the salesperson discover facts about the buyer's existing situation,and are often the first step in the partnership-building process.Specific survey questions are designed to give prospects a chance to describe in more detail a problem,issue,or dissatisfaction from their point of view.
2.Probing questions-are designed to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.
3.Confirmation questions-are used throughout the sales process to verify the accuracy and assure a mutual understanding of information exchanged by the salesperson and the buyer.
4.Need-Satisfaction questions-are designed to move the sales process toward commitment and action.

Question 4

Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
-Which of the following is a probing question Jeannie could ask a boutique buyer?

Accepted Answer

A) Can we arrange delivery for next Wednesday? 
B) Are the limited sizes of the other swimsuits you carry affecting sales? 
C) What are the most common swimsuit sizes sold to guests at the resort? 
D) What colors and sizes are primarily sold in your boutique? 
E) Do you experience a fluctuation of sales throughout the year? 
A) Can we arrange delivery for next Wednesday? 
B) Are the limited sizes of the other swimsuits you carry affecting sales? 
C) What are the most common swimsuit sizes sold to guests at the resort? 
D) What colors and sizes are primarily sold in your boutique? 
E) Do you experience a fluctuation of sales throughout the year?

Question 5

Which of the following is an example of a probing question?

Accepted Answer

A) "How much time do you currently spend on the telephone?" 
B) "What type of security system do you currently use?" 
C) "Would you like me to write up the order to ensure quick delivery?" 
D) "How does upper management feel about the employee turnover rate?" 
E) "May I show you how our product works with your current offerings?" 
A) "How much time do you currently spend on the telephone?" 
B) "What type of security system do you currently use?" 
C) "Would you like me to write up the order to ensure quick delivery?" 
D) "How does upper management feel about the employee turnover rate?" 
E) "May I show you how our product works with your current offerings?"

Question 6

"How do you feel about using a computer to keep your expense records?"is an example of a(n)________ question.

Accepted Answer

The answer of "How do you feel about using a...

Question 7

List and discuss the four major parts of the need-satisfaction model.

Accepted Answer

1.Need discovery.Salespeople who skillfu

Question 8

Note taking is necessary in every sales presentation because it demonstrates active listening.

Accepted Answer

A) True 
 B)False

Question 9

If a customer needs a solution the salesperson does not have available,recommending a competing company's solution will most likely:

Accepted Answer

A) increase the customer's trust in the salesperson 
B) destroy the customer's relationship with the salesperson 
C) lead to a joint partnership between the two firms 
D) persuade the customer to buy the salesperson's solution 
E) reinforce the need to engage in more transactional sales 
A) increase the customer's trust in the salesperson 
B) destroy the customer's relationship with the salesperson 
C) lead to a joint partnership between the two firms 
D) persuade the customer to buy the salesperson's solution 
E) reinforce the need to engage in more transactional sales

Question 10

A salesperson who represents a company with many products will most likely need to:

Accepted Answer

A) ask the customer many summary questions 
B) sell the customer the most popular products 
C) configure an appropriate solution for the customer 
D) create value by including all products in the solution 
E) engage in transitioning during the sales presentation 
A) ask the customer many summary questions 
B) sell the customer the most popular products 
C) configure an appropriate solution for the customer 
D) create value by including all products in the solution 
E) engage in transitioning during the sales presentation

Question 11

"Servicing the Sale"is the fourth part of the need-satisfaction model.

Accepted Answer

A) True 
 B)False

Question 12

Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

Accepted Answer

A) True 
 B)False

Question 13

Which type of question is best for clarifying and gaining commitment on several buying conditions?

Accepted Answer

A) open 
B) closed 
C) probing 
D) summary-confirmation 
E) need-satisfaction 
A) open 
B) closed 
C) probing 
D) summary-confirmation 
E) need-satisfaction

Question 14

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England. John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director
-How is servicing the sale going to be the major way for John Alexander to create value?

Accepted Answer

A) Post-sale service from John and other Nordic Fox employees will make sure the sanitation employees can operate the machinery well,which will solve the sanitation director's problem. 
B) By keeping in touch with the sanitation director after the sale,John may lower development costs. 
C) John will personally train the employees on operating the machinery to ensure that safety is a priority. 
D) By providing excellent post-sale service,John can charge more for the equipment,which increases profits for Arctic Fox. 
E) The more service John provides to the sanitation director,the less likely that reminder presentations will be necessary. 
A) Post-sale service from John and other Nordic Fox employees will make sure the sanitation employees can operate the machinery well,which will solve the sanitation director's problem. 
B) By keeping in touch with the sanitation director after the sale,John may lower development costs. 
C) John will personally train the employees on operating the machinery to ensure that safety is a priority. 
D) By providing excellent post-sale service,John can charge more for the equipment,which increases profits for Arctic Fox. 
E) The more service John provides to the sanitation director,the less likely that reminder presentations will be necessary.

Question 15

Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."

Accepted Answer

A) True 
 B)False

Question 16

Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?

Accepted Answer

A) need discovery 
B) solution selection 
C) need satisfaction 
D) sale servicing 
E) approach 
A) need discovery 
B) solution selection 
C) need satisfaction 
D) sale servicing 
E) approach

Question 17

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.

Accepted Answer

A) True 
 B)False

Question 18

The question,"Do you use spreadsheet software?"is an example of a probing question.

Accepted Answer

A) True 
 B)False

Question 19

An informative presentation is a type of need-satisfaction presentation.

Accepted Answer

A) True 
 B)False

Question 20

A salesperson can do which of the following through the use of careful active listening techniques?

Accepted Answer

A) rely on customer information stored in a CRM 
B) design a persuasive product presentation 
C) present a product to an unwilling buyer 
D) select a solution that creates the correct product configuration 
E) uncover buyer needs and establish buyer motives 
A) rely on customer information stored in a CRM 
B) design a persuasive product presentation 
C) present a product to an unwilling buyer 
D) select a solution that creates the correct product configuration 
E) uncover buyer needs and establish buyer motives

The salesperson makes statements that add value during the need satisfaction stage of the consultative sales process by:

Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

List and describe the four most common types of questions used in the field of personal selling.

Which of the following is an example of a probing question?

"How do you feel about using a computer to keep your expense records?"is an example of a(n)________ question.

List and discuss the four major parts of the need-satisfaction model.

Note taking is necessary in every sales presentation because it demonstrates active listening.

If a customer needs a solution the salesperson does not have available,recommending a competing company's solution will most likely:

A salesperson who represents a company with many products will most likely need to:

"Servicing the Sale"is the fourth part of the need-satisfaction model.

Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

Which type of question is best for clarifying and gaining commitment on several buying conditions?

Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."

Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.

The question,"Do you use spreadsheet software?"is an example of a probing question.

An informative presentation is a type of need-satisfaction presentation.

A salesperson can do which of the following through the use of careful active listening techniques?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: The Foundation for Partnering Relationships That Create Value

Creating Value with a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer with Adaptive Selling

Creating Value with the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

The salesperson makes statements that add value during the need satisfaction stage of the consultative sales process by:

Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

List and describe the four most common types of questions used in the field of personal selling.

Which of the following is an example of a probing question?

"How do you feel about using a computer to keep your expense records?"is an example of a(n)________ question.

List and discuss the four major parts of the need-satisfaction model.

Note taking is necessary in every sales presentation because it demonstrates active listening.

If a customer needs a solution the salesperson does not have available,recommending a competing company's solution will most likely:

A salesperson who represents a company with many products will most likely need to:

"Servicing the Sale"is the fourth part of the need-satisfaction model.

Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

Which type of question is best for clarifying and gaining commitment on several buying conditions?

Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."

Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.

The question,"Do you use spreadsheet software?"is an example of a probing question.

An informative presentation is a type of need-satisfaction presentation.

A salesperson can do which of the following through the use of careful active listening techniques?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: The Foundation for Partnering Relationships That Create Value

Creating Value with a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer with Adaptive Selling

Creating Value with the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters