Deck 11: Determining Customer Needs With a Consultative Questioning Strategy

Question 1

"Would this computer software meet your current business needs?" is an example of a confirmation question.

Answer 1

True

Question 2

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

Answer 2

True

Question 3

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.

Answer 3

False

Question 4

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.

Question 5

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

Question 6

Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."

Question 7

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

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

Question 8

Probing questions help you to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.

Question 9

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

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

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

Question 11

The process of sending back to the prospect what you as a listener think the person meant,both in terms of content and in terms of feelings,is referred to as:

A)surveying
B)active listening
C)probing
D)configuring a solution
E)interaction

Question 12

Note taking is necessary in every sales presentation because it demonstrates active listening.

Question 13

A(n)________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process.

A)confirmation
B)closed
C)open
D)general survey
E)probing

Question 14

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

Question 15

According to research,engaging in two-way communication and striking a balance between open and closed questions are effective methods for improving sales success.

Question 16

Customer service provides little opportunity to add value.

Question 17

A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.

Question 18

Need identification begins during the approach,if the salesperson uses a survey during the initial contact with the customer.

Question 19

Active listening involves:

A)indicating that you are paying attention to the speaker by giving 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 20

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

Question 21

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

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 22

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

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

Question 23

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

A)open
B)closed
C)probing
D)summary-confirmation
E)need-satisfaction

Question 24

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

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 25

A salesperson who represents a company with many products will most likely need to:

A)ask the customer many summary questions
B)sell the customer the most popular products
C)configure an appropriate solution for the customer
D)create value by including all products in the solution
E)engage in transitioning during the sales presentation

Question 26

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

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

Question 27

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

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

Question 28

Need-satisfaction questions are designed to focus on:

A)emotional links with a product
B)benefits of a solution
C)bridge statements
D)persuasive words
E)product features

Question 29

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?

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

Question 30

A major reason for asking survey questions is to:

A)find out if the customer possesses a viewpoint that may hinder a sale
B)find out if your message is getting through to the prospect
C)qualify the prospect for making a purchase
D)confirm that the prospect understands the basic facts about the product
E)collect basic facts about the buyer's existing situation and problem

Question 31

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

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

Question 32

The dimensions of need discovery usually begin with:

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

Question 33

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

A)"How much 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 to ensure quick delivery?"
D)"How does upper management feel about the employee turnover rate?"
E)"May I show you how our product works with your current offerings?"

Question 34

According to the research of Neil Rackham,which stage of the sales process has the most impact on a buyer's decision to purchase a product?

A)pre-approach
B)solution selection
C)need discovery
D)sales presentation
E)product configuration

Question 35

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

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

Question 36

A(n)________ presentation is used by salespeople to ensure that current customers maintain an ongoing awareness and familiarity with a product.

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

Question 37

Confirmation questions are most likely intended to reveal:

A)mutual understanding
B)pain and implications
C)problems and situations
D)negotiation capabilities
E)pleasure satisfaction

Question 38

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

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

Question 39

Salespeople should most likely make benefit statements that:

A)cannot be matched by competitors
B)match the specific needs of the customer
C)match the needs of the typical buyer
D)are similar in every presentation
E)align with recent research

Question 40

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.

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

Question 41

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 probing question Jeannie could ask a boutique buyer?

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 most common swimsuit sizes sold to guests at the resort?
D)What colors and sizes are primarily sold in your boutique?
E)Do you experience a fluctuation of sales throughout the year?

Question 42

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 survey question Jeannie could ask a boutique buyer?

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 most common swimsuit sizes sold to guests at the resort?
D)Is it correct that the swimsuit lines you currently stock do not appeal to older women?
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 43

________ questions require a prospect to go beyond a simple yes/no response.

Question 44

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?

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 45

________ questions are intended to discover basic facts about a prospect's problem and existing situation.

Question 46

Which of the following most likely occurs during the need discovery stage of the consultative sales process?

A)matching benefits with product offerings
B)conducting product configurations
C)modifying a product solution
D)establishing buying motives
E)conducting a sales presentation

Question 47

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?

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 48

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

Question 49

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?

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 50

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 survey question Jeff can ask the merchandising manager?

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 correlate songs and purchases?
D)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?
E)Would it help you to track songs as customers browse and shop?

Question 51

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

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 52

________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.

Question 53

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.
Why is the ability to track purchases by song mix so important for Ferrante's clients?

A)Ferrante sells cheaper custom mixes than standard soundtracks available from other vendors.
B)It allows the clients to shape the store brand with music.
C)It gives them information on their competitor's products and services.
D)It allows them to increase sales by playing the songs that stimulate purchases.
E)It requires them to play certain songs no more than a few times in a shift.

Question 54

If the customer's problem is not solved by any of the products or services the salesperson sells,then it is most appropriate for the salesperson to:

A)recommend another source
B)ask more summary questions
C)request a second meeting in the future
D)repeat the need-satisfaction presentation
E)conduct a team-selling presentation to persuade the customer

Question 55

Action Selling claims that there is a higher rate of successfully closing a sale when a salesperson can:

A)introduce the product within the first five minutes of conversation
B)persuade the customer to buy an unnecessary product
C)uncover two or more needs during questioning
D)summarize the technical details of installation
E)customize product offerings at a low cost

Question 56

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

A)need discovery
B)solution selection
C)need satisfaction
D)sale servicing
E)approach

Question 57

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

Question 58

List and describe the four most common types of questions used in the field of personal selling.

Question 59

Through ________,a salesperson establishes two-way communication by asking questions and actively listening to the customer.

Question 60

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?

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 61

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?

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

Question 62

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?

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 63

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?

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 64

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.
Based on what John learns during the discussion,John realizes that the director has some unique equipment needs that may involve developing a custom machine.John will most likely need to:

A)ask more closed questions
B)recommend a competing product
C)develop a complex sales package
D)use persuasive communication skills
E)engage in product configuration

Question 65

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.
Of the following,what is the first thing John should do after hearing about the recent situation?

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 66

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 confirmation question Jeff can ask the merchandising manager?

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?
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 67

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 of the following LEAST likely indicates that John is engaged in actively listening to the sanitation director?

A)paraphrasing the director's comments
B)asking the director various questions
C)nodding in agreement when appropriate
D)telling the director about product features
E)taking notes during the discussion