Deck 4: Communication Skills

Question 1

What type of directive form of questioning asks customers to choose from two main response options?

A) tactical
B) evaluative
C) dichotomous
D) probing

Answer 1

C

Question 2

According to the introduction to Chapter 4, Simon highlights that there is significant difference between highly successful salespeople and not so successful salespeople. What is this key difference?

A) their ability to utilize active listening
B) their ability to predict customer reactions
C) their ability to close sales
D) their ability to meet corporate objectives

Answer 2

A

Question 3

"What improvements could be made to make your facility more productive?" is an example of what type of question?

A) evaluative question
B) assessment question
C) reactive question
D) open-end question

Answer 3

D

Question 4

Which of the following is an example of a closed-end question?

A) How do you determine sales goals for each region?
B) Why do you think your customers appear to be switching suppliers?
C) Is this the primary reason you are interested in switching suppliers?
D) How do you currently process orders?

Question 5

According to the textbook, what is the purpose of trust-based sales communication?

A) to seek the buyer's agreement
B) to seek the buyer's commitment
C) to obtain an order from the buyer
D) to seek common understanding between the buyer and seller

Question 6

According to the textbook, for which of the following is the use of closed-end questions most recommended?

A) for need discovery
B) for need exploration
C) to generate buyer involvement
D) to obtain clarification and confirmation

Question 7

According to the textbook, which of the following techniques is likely to be the most effective for a salesperson attempting to better control the selling conversation with a buyer?

A) planning in exact detail what the salesperson wants to say before the selling conversation begins
B) using active listening skills to really hear what the customer is saying
C) asking well-thought-out questions to guide the selling conversation in the desired direction
D) becoming more aware of typical nonverbal communication cues that buyers provide

Question 8

Which of the following is an example of an open-end question?

A) Does your company use this type of equipment in your operation?
B) Are you interested in hearing more about our new line of accessories?
C) What is your opinion on the new improvements that we have made to our equipment?
D) How many employees do you have working at this location?

Question 9

What type of question is designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification?

A) tactical
B) evaluative
C) dichotomous
D) probing

Question 10

Which statement best describes the concept of trust-based sales communication?

A) talking with customers rather than at customers
B) using customer information to gain common understanding
C) using trust to separate understanding from agreement
D) using competitive data to gain customer commitment

Question 11

Kimlan is a salesperson for ABC Advertising and is having trouble maintaining control of her sales calls. She finds that her customers often go off on tangents and will talk about relatively unimportant things until her time with those customers is up. What could Kimlan probably benefit from?

A) improving her questioning skills
B) being more candid with her customers by asking them to stay focused
C) talking more during the sales call so the customers don't have a chance to go off on tangents
D) being more formal and less friendly during the sales call

Question 12

What are questions designed to limit the customer's responses to one or two words called?

A) open-end
B) evaluative
C) closed-end
D) probing

Question 13

What does the term "collaborative, active listening" involve?

A) listening attentively to the other party's message
B) two-way listening with your eyes, mind, and total being
C) listening to multiple conversations at the same time
D) involving everyone in your team to ensure you all hear the message

Question 14

What type of question uses the open-end and closed-end question formats to gain confirmation and to uncover the attitudes, opinions, and preferences of the prospect?

A) tactical
B) evaluative
C) dichotomous
D) probing

Question 15

What kind of question is designed to let the customer respond freely and as a result disclose personal or business information?

A) high-gain
B) open-end
C) strategic
D) closed-end

Question 16

According to the textbook, which of the following criteria should a salesperson use to categorize questions by when seeking to improve his or her questioning skills?

A) by the results they are designed to accomplish
B) by the level of persuasion they require to attract the sale
C) by the amount of potential sales gain
D) by degree of closure

Question 17

Which of these questions is dichotomous?

A) Which do you think will be the most effective for your application, option A or B?
B) Given the poor economic outlook for the immediate future, how do you think your customers will react?
C) How long do you think it will take for you to make a decision?
D) Assuming no change in technology, how do you plan to process orders in the future?

Question 18

In seeking to develop better questioning skills, a salesperson may categorize questions by the strategic purpose or intent. Which of the following is another way to categorize questions for this purpose?

A) by the level of persuasion
B) by the amount of potential gain
C) by the degree of closure
D) by the amount of information and level of specificity desired

Question 19

Why do salespeople need to possess effective communications skills?

A) so they can do a better job of asking for the order in an effective manner
B) so they are better able to identify buying needs and accurately convey solutions
C) so they are better able to communicate to others within the selling organization
D) so they have an advantage over their customer's knowledge of the solution

Question 20

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

A) Which do you think will be the most effective for your application, option A or B?
B) What measures has your company taken in response to recent poor economic conditions?
C) How long do you think it will take for you to make a decision?
D) Is this the primary reason you are interested in switching suppliers?

Question 21

What type of question refers to or directly results from information the buyer previously provided?

A) tactical
B) evaluative
C) reactive
D) probing

Question 22

Which of these questions is reactive?

A) You raise an important point regarding achieving high levels of quality; how have you addressed this issue?
B) Do you know if any of your competitors have switched to a new supplier?
C) How long do you think it will take for you to make a decision?
D) Which do you think will be the most effective choice for your application, option A or B?

Question 23

When combining the two categories of questions, if a salesperson's strategic objective is to change topics or redirect the buyer's attention, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

A) closed-end questions designed to be evaluative in nature
B) open-end questions designed to be tactical in nature
C) dichotomous or multiple-choice questions designed to be reactive in nature
D) open-end questions designed to be probing in nature

Question 24

When combining the two categories of questions, if a salesperson's strategic objective is to explore and dig for details, and the amount and specificity of information desired is confirmation and agreement, which type of questions will be used?

A) dichotomous or multiple-choice questions designed to be evaluative in nature
B) closed-end questions designed to be probing in nature
C) integrative questions designed to be tactical in nature
D) open-end questions designed to be reactive in nature

Question 25

When combining the two categories of questions, if a salesperson's strategic objective is to follow up previously elicited statements, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?

A) dichotomous or multiple-choice questions designed to be reactive in nature
B) closed-end questions designed to be tactical in nature
C) open-end questions designed to be evaluative in nature
D) investigative questions designed to be probing in nature

Question 26

What type of question should a salesperson use when wishing to uncover a prospect's perceptions and feelings regarding a proposed solution?

A) evaluative
B) reactive
C) probing
D) tactical

Question 27

When combining the two categories of questions, if a salesperson's strategic objective is to follow up previously elicited statements, and the amount and specificity of information desired is confirmation and agreement, which type of questions will be used?

A) dichotomous or multiple-choice questions designed to be tactical in nature
B) open-end questions designed to be evaluative in nature
C) closed-end questions designed to be reactive in nature
D) closed-end questions designed to be probing in nature

Question 28

When combining the two categories of questions, if a salesperson's strategic objective is to explore and dig for details, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?

A) interpretive questions designed to be evaluative in nature
B) open-end questions designed to be tactical in nature
C) dichotomous or multiple-choice questions designed to be probing in nature
D) closed-end questions designed to be reactive in nature

Question 29

In terms of strategic application of questioning, which of the following objectives would be achieved by asking, "Our engineers believe that this new product will dramatically improve quality in applications similar to yours; do you have an interest in this area?"

A) to generate buyer involvement
B) to advance the sale
C) to gain confirmation
D) to clarify and emphasize

Question 30

When combining the two categories of questions, if a salesperson's strategic objective is to follow up previously elicited statements, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

A) integrative questions designed to be probing in nature
B) dichotomous or multiple-choice questions designed to be evaluative in nature
C) closed-end questions designed to be tactical in nature
D) open-end questions designed to be reactive in nature

Question 31

If a salesperson said, "That is interesting; can you tell me how it happened?" what type of question would he or she be asking?

A) evaluative
B) reactive
C) probing
D) tactical

Question 32

When combining the two categories of questions, if a salesperson's strategic objective is to change topics or redirect the buyer's attention, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?

A) closed-end questions designed to be probing in nature
B) interpretive questions designed to be reactive in nature
C) dichotomous or multiple-choice questions designed to be tactical in nature
D) open-end questions designed to be evaluative in nature

Question 33

When combining the two categories of questions, if a salesperson's strategic objective is to gain confirmation and discover attitudes/opinions, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

A) open-end questions designed to be evaluative in nature
B) closed-end questions designed to be tactical in nature
C) dichotomous or multiple-choice questions designed to be reactive in nature
D) integrative questions designed to be probing in nature

Question 34

What type of question is used to shift or redirect the topic of discussion when necessary or when a line of questioning proves to be of little interest or value?

A) tactical
B) evaluative
C) dichotomous
D) probing

Question 35

Which of these questions is evaluative?

A) Which supplier are you currently using for this product category?
B) Do you know if any of your competitors have switched to a new supplier?
C) How long do you think it will take for you to make a decision?
D) Do you see the merits of our proposed solution to the problems you are now experiencing?

Question 36

When combining the two categories of questions, if a salesperson's strategic objective is to explore and dig for details, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

A) open-end questions designed to be probing in nature
B) interpretive questions designed to be evaluative in nature
C) dichotomous or multiple-choice questions designed to be tactical in nature
D) closed-end questions designed to be reactive in nature

Question 37

When combining the two categories of questions, if a salesperson's strategic objective is to gain confirmation and discover attitudes/opinions, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?

A) closed-end questions designed to be tactical in nature
B) open-end questions designed to be probing in nature
C) integrative questions designed to be reactive in nature
D) dichotomous or multiple-choice questions designed to be evaluative in nature

Question 38

When combining the two categories of questions, if a salesperson's strategic objective is to gain confirmation and discover attitudes/opinions, and the amount and specificity of information desired is confirmation and agreement, which type of questions will be used?

A) dichotomous or multiple-choice questions designed to be probing in nature
B) closed-end questions designed to be evaluative in nature
C) open-end questions designed to be tactical in nature
D) interpretive questions designed to be reactive in nature

Question 39

When combining the two categories of questions, if a salesperson's strategic objective is to change topics or redirect the buyer's attention, and the amount and specificity of information desired is confirmation and agreement, which type of questions will be used?

A) closed-end questions designed to be tactical in nature
B) open-end questions designed to be probing in nature
C) dichotomous or multiple-choice questions designed to be evaluative in nature
D) interpretive questions designed to be probing in nature

Question 40

Which of these questions is tactical?

A) You mentioned earlier a problem with quality; which supplier are you currently using for that product category?
B) Do you know if any of your competitors have switched to a new supplier?
C) How long do you think it will take for you to make a decision?
D) Do you see the merits of our proposed solution to the quality problems you are now experiencing?

Question 41

Which type of SPIN question is, "Have you had any trouble with your printing equipment?"

A) situation
B) problem
C) implication
D) need-payoff

Question 42

In the SPIN questioning system, what is the purpose of asking problem questions?

A) to gather basic facts and information
B) to uncover potential needs of the buyer
C) to focus the buyer's attention on the consequences of not solving a problem
D) to confirm the buyer's understanding of how the solution will help him or her

Question 43

Which type of ADAPT question is, "What disadvantages do you see in your current process?"

A) assessment
B) discovery
C) activation
D) projection

Question 44

In terms of strategic application of questioning, which of the following objectives would be achieved by asking, "If I understand your situation correctly, would this software improve your productivity by a factor of three?"

A) to generate buyer involvement
B) to show interest
C) to provoke thinking
D) to clarify and emphasize

Question 45

Which type of SPIN question is, "How would improving your access to information with our new software make your job easier?"

A) situation
B) problem
C) implication
D) need-payoff

Question 46

Which type of ADAPT question is, "What are the growth objectives of the company?"

A) assessment
B) discovery
C) activation
D) projection

Question 47

What does the acronym SPIN stand for?

A) situation questions, problem questions, implication questions, and need-payoff questions
B) situation questions, personal questions, indication questions, and need-payoff questions
C) similar questions, personal questions, impersonal questions, and new questions
D) speak to the decision maker, probe for needs, identify problem, and never take no for an answer

Question 48

Which type of SPIN question is, "Who are your current suppliers?"

A) situation
B) problem
C) implication
D) need-payoff

Question 49

Which type of SPIN question is, "How would a faster piece of equipment improve productivity and profits?"

A) situation
B) problem
C) implication
D) need-payoff

Question 50

Which type of SPIN question is, "Would more frequent deliveries allow you to increase productivity?"

A) situation
B) problem
C) implication
D) need-payoff

Question 51

In terms of strategic application of questioning, which of the following objectives would be achieved by asking, "I believe that our sales proposal addresses all of the buying criteria that we discussed in our last meeting; do you agree?"

A) to gain confirmation
B) to provoke thinking
C) to gather information
D) to clarify and emphasize

Question 52

Which type of ADAPT question is, "How often does your current equipment fail?"

A) assessment
B) discovery
C) activation
D) projection

Question 53

What is a questioning system that sequences four types of questions designed to uncover a buyer's current situation and inherent problems, enhance the buyer's understanding of the consequences and implications of those problems, and lead to the proposed solution?

A) strategic selling
B) ADAPT
C) gravitational marketing
D) SPIN questioning

Question 54

In the SPIN questioning system, what is the purpose of asking implication questions?

A) to gather basic facts and information
B) to uncover potential needs of the buyer
C) to focus the buyer's attention on the consequences of not solving a problem
D) to confirm the buyer's understanding of how the solution will help him or her

Question 55

In the SPIN questioning system, what is the purpose of asking need-payoff questions?

A) to gather basic facts and information
B) to uncover potential needs of the buyer
C) to focus the buyer's attention on the consequences of not solving a problem
D) to confirm the buyer's understanding of how the solution will help him or her

Question 56

Which type of SPIN question is, "How is your productivity affected when your photocopier is not functioning properly?"

A) situation
B) problem
C) implication
D) need-payoff

Question 57

Which type of ADAPT question is, "How long has the current equipment been in place?"

A) assessment
B) discovery
C) activation
D) projection

Question 58

Which type of SPIN question is, "Who is involved in the purchasing decision?"

A) situation
B) problem
C) implication
D) need-payoff

Question 59

In the ADAPT questioning system, what type of question is used to address the buyer's company and operations, goals and objectives, market trends, and current customers and suppliers?

A) assessment
B) discovery
C) activation
D) transition

Question 60

Which type of ADAPT question is, "What are the growth objectives of the company?"

A) assessment
B) discovery
C) activation
D) projection

Question 61

Which type of ADAPT question is, "If component failures were minimized, what impact would the resulting improvements in customer satisfaction have on your financial performance?"

A) discovery
B) activation
C) projection
D) transition

Question 62

From the salesperson's perspective, how is the primary difference between social listening and active listening characterized?

A) by a higher level of concentration and cognition about the messages received
B) by a greater focus on interpreting the nonverbal communication observed
C) by a much lower ratio of speaking versus listening
D) by greater emphasis on situational factors and context

Question 63

In the ADAPT questioning system, what type of question is used to probe for further details needed to develop, clarify, and understand the nature of the buyer's problem?

A) assessment
B) discovery
C) activation
D) projection

Question 64

What form of listening is associated with events or topics where it is important to sort through, interpret, understand, and respond to received messages?

A) social listening
B) serious listening
C) active listening
D) SIER

Question 65

What is an informal mode of listening that can be associated with day-to-day conversation and entertainment?

A) social listening
B) serious listening
C) active listening
D) SIER

Question 66

What does the acronym SIER stand for?

A) seeing, interpreting, earning, and realizing
B) sensing, interpreting, evaluating, and responding
C) sensing, implying, earning, and realizing
D) sensitive, interested, eager, and responsive

Question 67

In the ADAPT questioning system, what type of question is used to help the buyer to gain insight into the true ramifications of the problem and its consequences?

A) discovery
B) activation
C) projection
D) transition

Question 68

Which type of ADAPT question is, "How will the supplier's inability to deliver on time affect your planned expansion?"

A) assessment
B) discovery
C) activation
D) projection

Question 69

In the ADAPT questioning system, what type of question is used to help a buyer think about the benefits of solving a problem?

A) transition
B) discovery
C) activation
D) projection

Question 70

According to the textbook, what is a prime weakness and major cause of failure for many salespeople?

A) poor verbal communication skills
B) asking the wrong questions
C) poor listening skills
D) inadequate time management

Question 71

What is the term for the cognitive process of "actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers"?

A) social listening
B) serious listening
C) active listening
D) SIER

Question 72

Which type of questions in the SPIN questioning system are most similar to projection questions in the ADAPT questioning system?

A) situation questions
B) problem questions
C) implication questions
D) need-payoff questions

Question 73

Which type of ADAPT question is, "How would a system that your operators found easier to use affect your business operations?"

A) assessment
B) discovery
C) activation
D) projection

Question 74

Which type of questions in the SPIN questioning system are most similar to activation questions in the ADAPT questioning system?

A) situation questions
B) problem questions
C) implication questions
D) need-payoff questions

Question 75

From a salesperson's perspective, how can the true power of questioning systems such as SPIN and ADAPT be summarized?

A) By focusing on the consequences of not solving a problem, they increase the buyer's perceived need to solve it and the value of the solution being offered.
B) Both questioning systems provide salespeople with much-needed structure to plan selling interactions.
C) Questioning systems help new salespeople do what veteran salespeople do naturally.
D) Sales managers like questioning systems such as SPIN and ADAPT because they reassure them that the right questions are being asked by their salespeople.

Question 76

In the ADAPT questioning system, what type of question is used to refocus the buyer's attention from needs discovery to demonstrating the proposed solution's features, advantages, and benefits?

A) assessment
B) transition
C) activation
D) projection

Question 77

Which type of questions in the SPIN questioning system are similar to assessment questions in the ADAPT questioning system?

A) situation questions
B) problem questions
C) implication questions
D) need-payoff questions

Question 78

Which type of questions in the SPIN questioning system are most similar to discovery questions in the ADAPT questioning system?

A) situation questions
B) problem questions
C) implication questions
D) need-payoff questions

Question 79

Which type of ADAPT question is, "How well are your current suppliers performing?"

A) assessment
B) discovery
C) activation
D) projection

Question 80

According to the textbook, which of the following has been found to be positively associated with a salesperson's effective use of good listening skills?

A) good questioning skills
B) levels of customer trust
C) good verbal skills
D) high levels of empathy