Question 1

As a general rule,we can close more sales by:

Accepted Answer

A) increasing the amount of time we spend telling customers about product features 
B) increasing the number of facts and figures we use in the presentation 
C) decreasing the time allocated to active listening 
D) decreasing the amount of detail in the sales presentation 
E) using confirmation questions to determine if we are on the right track 
A) increasing the amount of time we spend telling customers about product features 
B) increasing the number of facts and figures we use in the presentation 
C) decreasing the time allocated to active listening 
D) decreasing the amount of detail in the sales presentation 
E) using confirmation questions to determine if we are on the right track E

Question 2

In a situation in which the customer may not be fully aware of a problem,the salesperson will most likely need to:

Accepted Answer

A) recommend another source 
B) ask more probing questions 
C) end the sales call and ask for another meeting 
D) recommend a configured solution immediately 
E) define the problem and recommend the solution 
A) recommend another source 
B) ask more probing questions 
C) end the sales call and ask for another meeting 
D) recommend a configured solution immediately 
E) define the problem and recommend the solution E

Question 3

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 A

Question 4

The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales.Ferrante's major innovation is the ability to correlate sales activity,customer movement,and customer behavior to the songs playing in the background.
Jeff Baliyut,a sales representative with Ferrante,is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
-Which of the following is a need-satisfaction question Jeff can ask the merchandising manager?

Accepted Answer

A) If I understand you,knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping,purchasing triggers,or waits in a checkout line? 
B) Do you have point-of-purchase software that allows you to track time and amount of purchase? 
C) How does your current music provider track the correlation between songs and purchases? 
D) Would it help you to be able to track songs as customers browse and shop,as well as tracking mixes that lead to the actual purchase,to be able to mix songs for better sales? 
E) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix? 
A) If I understand you,knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping,purchasing triggers,or waits in a checkout line? 
B) Do you have point-of-purchase software that allows you to track time and amount of purchase? 
C) How does your current music provider track the correlation between songs and purchases? 
D) Would it help you to be able to track songs as customers browse and shop,as well as tracking mixes that lead to the actual purchase,to be able to mix songs for better sales? 
E) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?

Question 5

The dimensions of need discovery usually begin with:

Accepted Answer

A) asking appropriate questions 
B) configuring a solution 
C) listening to customer response 
D) establishing a buying motive 
E) acknowledging customer response 
A) asking appropriate questions 
B) configuring a solution 
C) listening to customer response 
D) establishing a buying motive 
E) acknowledging customer response

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

Although it seems counter-intuitive,one way to strengthen a customer relationship is to recommend that the customer:

Accepted Answer

A) purchase large volumes 
B) purchase from another source 
C) pay a higher price 
D) implement new services 
E) expand operations 
A) purchase large volumes 
B) purchase from another source 
C) pay a higher price 
D) implement new services 
E) expand operations

Question 8

What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?

Accepted Answer

A) increased customer satisfaction 
B) increased number of closed sales 
C) increased business referrals 
D) decreased transactional sales 
E) decreased order cancellations 
A) increased customer satisfaction 
B) increased number of closed sales 
C) increased business referrals 
D) decreased transactional sales 
E) decreased order cancellations

Question 9

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 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

Which type of questions are most likely used in conjunction with company supplied forms and are often used in service,retail,wholesale,and manufacturing selling?

Accepted Answer

A) preplanned 
B) problem 
C) implication 
D) organization 
E) specific benefit 
A) preplanned 
B) problem 
C) implication 
D) organization 
E) specific benefit

Question 13

Which term refers to qualifications that must be available or fulfilled before a sale can be closed?

Accepted Answer

A) purchasing goals 
B) product configurations 
C) sales satisficers 
D) value components 
E) buying conditions 
A) purchasing goals 
B) product configurations 
C) sales satisficers 
D) value components 
E) buying conditions

Question 14

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.
-How can Jeannie use a consultative model to sell Meli Kinaua'a swimsuits to boutiques?

Accepted Answer

A) Find out what needs the boutiques have that Meli Kinaua'a suits will fill. 
B) Describe the reasons Meli Kinaua'a suits are superior to other lines. 
C) Work with boutiques to develop new suits that will sell better. 
D) Consider selling to big-box stores that don't carry swimsuits. 
E) Give large discounts to get boutiques to try Meli Kinaua'a suits. 
A) Find out what needs the boutiques have that Meli Kinaua'a suits will fill. 
B) Describe the reasons Meli Kinaua'a suits are superior to other lines. 
C) Work with boutiques to develop new suits that will sell better. 
D) Consider selling to big-box stores that don't carry swimsuits. 
E) Give large discounts to get boutiques to try Meli Kinaua'a suits.

Question 15

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 need-satisfaction question Jeannie could ask a boutique buyer?

Accepted Answer

A) Can we arrange delivery for next Wednesday? 
B) Do the bigger guests buy the swimsuits you currently sell? 
C) What are the shapes and sizes of the guests at the resort? 
D) So,the swimsuit lines you currently stock do not sell to larger or older customers? 
E) What if we could give you a line of suits that could increase your sales by 20%,would that be valuable? 
A) Can we arrange delivery for next Wednesday? 
B) Do the bigger guests buy the swimsuits you currently sell? 
C) What are the shapes and sizes of the guests at the resort? 
D) So,the swimsuit lines you currently stock do not sell to larger or older customers? 
E) What if we could give you a line of suits that could increase your sales by 20%,would that be valuable?

Question 16

Consultative selling focuses on identification of the customer's problem and finding a solution.

Accepted Answer

A) True 
 B)False

Question 17

List and discuss the four major parts of the Consultative Sales Presentation Guide.

Accepted Answer

1.Need discovery.Salespeople who skillfu

Question 18

Trish asks her customer,"Who do you buy your supplies from now?" Which type of question is this?

Accepted Answer

A) confirmation 
B) probing 
C) survey 
D) need-satisfaction 
E) referral 
A) confirmation 
B) probing 
C) survey 
D) need-satisfaction 
E) referral

Question 19

A sales presentation that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is known as a(n)________ presentation.

Accepted Answer

A) technical 
B) probing 
C) informative 
D) persuasive 
E) reminder 
A) technical 
B) probing 
C) informative 
D) persuasive 
E) reminder

Question 20

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

As a general rule,we can close more sales by:

In a situation in which the customer may not be fully aware of a problem,the salesperson will most likely need to:

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

The dimensions of need discovery usually begin with:

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

Although it seems counter-intuitive,one way to strengthen a customer relationship is to recommend that the customer:

What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?

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

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

Which type of questions are most likely used in conjunction with company supplied forms and are often used in service,retail,wholesale,and manufacturing selling?

Which term refers to qualifications that must be available or fulfilled before a sale can be closed?

Consultative selling focuses on identification of the customer's problem and finding a solution.

List and discuss the four major parts of the Consultative Sales Presentation Guide.

Trish asks her customer,"Who do you buy your supplies from now?" Which type of question is this?

A sales presentation that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is known as a(n)________ presentation.

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

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

As a general rule,we can close more sales by:

In a situation in which the customer may not be fully aware of a problem,the salesperson will most likely need to:

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

The dimensions of need discovery usually begin with:

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

Although it seems counter-intuitive,one way to strengthen a customer relationship is to recommend that the customer:

What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?

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

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

Which type of questions are most likely used in conjunction with company supplied forms and are often used in service,retail,wholesale,and manufacturing selling?

Which term refers to qualifications that must be available or fulfilled before a sale can be closed?

Consultative selling focuses on identification of the customer's problem and finding a solution.

List and discuss the four major parts of the Consultative Sales Presentation Guide.

Trish asks her customer,"Who do you buy your supplies from now?" Which type of question is this?

A sales presentation that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is known as a(n)________ presentation.

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

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