Question 1

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 D

Question 2

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.
-Which part of the need-satisfaction model is John performing when he explains to the sanitation director why the equipment he has selected will fulfill his needs?

Accepted Answer

A)   Part 1: Need Discovery
B)   Part 2: Selecting a Solution
C)   Part 3: Need Satisfaction
D)   Part 4: Servicing the Sale
E)   Part 5: Leveraging Referrals C

Question 3

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

Question 4

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

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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?

Question 9

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?

Question 10

Which of the following is the last part of the Consultative Sales Presentation Guide?

Accepted Answer

A)   selection of the solution
B)   servicing the sale
C)   need satisfaction
D)   need discovery
E)   strategic planning

Question 11

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

Question 12

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

Accepted Answer

The answer of List and discuss the four major parts...

Question 13

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 confirmation 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 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 to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?

Question 14

A major reason for using summary confirmation questions is to clarify and confirm:

Accepted Answer

A)   product benefits
B)   product features
C)   customer buying conditions
D)   customer need perceptions
E)   organizational needs

Question 15

In a single sales call or a multi-call situation,the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.

Accepted Answer

A) True 
 B)False

Question 16

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

Question 17

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 probing 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?
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 18

According to the Action Selling training course,the key to sales success is:

Accepted Answer

A)   telling customers about product benefits
B)   asking customers effective questions
C)   closing deals with customers
D)   providing adequate reasoning
E)   making many sales calls

Question 19

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

Question 20

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

Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

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

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?

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

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

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

Which of the following is the last part of the Consultative Sales Presentation Guide?

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

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

A major reason for using summary confirmation questions is to clarify and confirm:

In a single sales call or a multi-call situation,the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.

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

According to the Action Selling training course,the key to sales success is:

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

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