Question 1

An example of a probing question would be:

Accepted Answer

A) "What amount of 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?" 
D) "Would a 20 percent reduction in turn-around time improve your profit picture?" 
E) "Can I show you how our product works?"

Question 2

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,and tap into the luxury market.Sales director Jeannie Park sells the suits into boutiques at exclusive resorts and hotels.These boutiques usually already 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) Do the bigger guests buy the swimsuits you currently sell? 
C) What are the shapes and sizes of the guests at the resort? 
D) It's correct that 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 3

A presentation strategy that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is the:

Accepted Answer

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

Question 4

________ presentations emphasize factual information that is often taken from technical reports and company-prepared sales literature.

Accepted Answer

The answer of ________ presentations emphasize factual information that is...

Question 5

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 6

Of the principles listed below,the best principle to follow to make your presentations effective is to:

Accepted Answer

A) be technical;show the prospect your knowledge of the product 
B) emphasize your product's features 
C) keep it simple and straightforward 
D) only use information-gathering questions 
E) use charts or presentation software

Question 7

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 8

The philosophy of the training course Action Selling is that the key to sales success is:

Accepted Answer

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

Question 9

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 10

Nordic Fox Heavy Equipment imports heavy machinery used in parts of Scandinavia above the Arctic Circle to North America.This machinery is used by municipalities to clear roads during snowstorms.John Alexander is 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 Arctic 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 sell more equipment to him. 
C) John will personally train the employees on operating the machinery,and this will show the sanitation director how committed John is to the partnership. 
D) By providing excellent post-sale service,John can charge more for the equipment,which increases its value for Arctic Fox. 
E) The more service John provides to the sanitation director,the more future orders the sanitation director will place.

Question 11

Nordic Fox Heavy Equipment imports heavy machinery used in parts of Scandinavia above the Arctic Circle to North America.This machinery is used by municipalities to clear roads during snowstorms.John Alexander is 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.
-Based on what he knows about the city and the sanitation director's needs,which of the following would be the best product for John to suggest to the sanitation director?

Accepted Answer

A) Equipment with specialized alarms that alert the driver when the equipment has hit another vehicle. 
B) Less expensive equipment in case the sanitation director's budget is small. 
C) Large and powerful equipment that can move large volumes of snow quickly. 
D) Equipment with a very simple starting mechanism. 
E) Small but powerful equipment that can be easily maneuvered in city streets.

Question 12

Customer service provides little opportunity to add value.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Nordic Fox Heavy Equipment imports heavy machinery used in parts of Scandinavia above the Arctic Circle to North America.This machinery is used by municipalities to clear roads during snowstorms.John Alexander is 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.
-Of the following,what is the first thing John should do after hearing about the recent situation?

Accepted Answer

A) Choose equipment for the city that will solve the sanitation director's problem. 
B) Ask questions to find out what the sanitation director's needs are. 
C) Persuade the sanitation director to purchase the equipment. 
D) Confirm the sale with the sanitation director. 
E) Create value for the sanitation director by servicing the sale.

Question 15

Active listening involves:

Accepted Answer

A) indicating that you are paying attention to what the speaker is saying with verbal and nonverbal feedback 
B) saying "yes" and "I hear you" in response to the speaker 
C) nodding your head in rapid succession to indicate agreement with the speaker 
D) agreeing with what the speaker is telling you 
E) thinking of follow-up questions while the speaker is talking

Question 16

The Ferrante Company sells custom music mixes to retail stores that need to create a specific mood and increase sales with music.Ferrante's major innovation is the ability to track sales activity by song but also by mix of songs to track what songs led to a purchase.They can also track the movement and activities of customers within the store when customers use shopping carts or baskets equipped with special sensors and associate customer movement and behavior with the songs playing.
Jeff Baliyut,a sales representative with Ferrante,is meeting with the merchandising director of a major retail chain selling mid-market 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 17

If the customer is aware of the problem and the salesperson sells a product that can solve the problem,the salesperson should:

Accepted Answer

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

Question 18

If a salesperson asks,"How do you feel about using a computer to keep your expense records?," he or she is using a ________ question.

Accepted Answer

The answer of If a salesperson asks,"How do you feel...

Question 19

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

Accepted Answer

A) that the customer purchase large volumes 
B) that the customer purchase from another source 
C) that the customer pay a higher price 
D) that the customer be dropped if it is not profitable 
E) the the customer be given presents

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

An example of a probing question would be:

A presentation strategy that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is the:

________ presentations emphasize factual information that is often taken from technical reports and company-prepared sales literature.

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

Of the principles listed below,the best principle to follow to make your presentations effective is to:

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

The philosophy of the training course Action Selling is that the key to sales success is:

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

Customer service provides little opportunity to add value.

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

Active listening involves:

If the customer is aware of the problem and the salesperson sells a product that can solve the problem,the salesperson should:

If a salesperson asks,"How do you feel about using a computer to keep your expense records?," he or she is using a ________ question.

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

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