Deck 11: Determining Customer Needs With a Consultative Questioning Strategy

Question 1

You are about to call on Kim Hong, a buyer for a company that manufactures auto parts. Mr. Hong is "all business" and hates to waste time. You would be wise to:

A) obtain as much information as possible about his company before the first meeting so you can eliminate any unnecessary questions.
B) attempt to schedule a plant tour before the first sales call.
C) go to the meeting with an order form filled in except for the number of items. Place it in front of him to show him you mean business.
D) develop a two-call plan. Use the first call to develop a social and business relationship.
E) avoid the use of confirmation questions.

Answer 1

obtain as much information as possible about his company before the first meeting so you can eliminate any unnecessary questions.

Question 2

Matching

-Using the question, ""How much do you spend on long distance calls each month?""

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Answer 2

appropriate need discovery

Question 3

Matching

-Using the metaphor, ""This is the Mercedes-Benz of garden tractors.""

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Answer 3

appropriate need-satisfaction presentation

Question 4

Matching

-Use highly persuasive techniques before need is established

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 5

Matching

-Matching specific benefits with buying motives

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 6

Matching

-Using the strongest selling appeal in the middle of the presentation

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 7

Matching

-Paying special attention to the practice of active listening

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 8

Matching

-Recommending another source to the prospect

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 9

Matching

-In certain situations, recommend a product at the beginning of the sales presentation by using the solution presentation

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 10

Matching

-Using questions such as ""You want the Dolby C noise reduction feature. Is that correct?""

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 11

Matching

-Placing major emphasis on the presentation of features

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 12

Matching

-Developing a good uniform solution for all customers, regardless of their buying motives

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 13

Matching

-Presentation based on facts is called

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 14

Matching

-Reinforcement presentation is another name for

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 15

Matching

-The process of sending back to a person what you, as a listener, think the person meant in terms of content and feeling

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 16

Matching

-Questions that are meant to focus on specific benefits and build desire for a product solution

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 17

Matching

-""As I mentioned earlier, Ms. Helmsley, a contemporary interior design will help you position your hotel to the young and sophisticated traveller segment, do you see the competitive advantage in that?"" Is a type of:

A) appropriate need discovery
B) appropriate need-satisfaction presentation
C) inappropriate need discovery
D) appropriate selection of the product
E) inappropriate need-satisfaction presentation
F) inappropriate selection of the product
G) informative presentation
H) reminder presentation
I) Active Listening
J) pleasure questions
K) need-satisfaction question

Question 18

A successful sales call lasts an average of _________.