Deck 11: Determining Customer Needs With a Consultative Questioning Strategy

Question 1

After establishing rapport with the prospect and capturing his attention,a salesperson should transition to identify the prospect's needs.

Answer 1

True

Question 2

Most transactional buyers want the salesperson to configure a product solution that focuses on price and convenience issues.

Answer 2

True

Question 3

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

Answer 3

False

Question 4

The question,"Do you use a word processor?" is an example of a probing question.

Question 5

In a multi-call sales situation,selection of product is normally the focus of the first sales visit.

Question 6

Survey questions should not be used to collect factual information that can be acquired from other sources prior to the sales call.

Question 7

Unless the selling situation requires order-taking (i.e.customer's already know what they want),need discovery is an important part of the sales presentation.

Question 8

A good presentation should be spontaneous,never pre-planned.

Question 9

Active listening skills can be learned.

Question 10

When dealing with a transactional buyer,it is sometimes necessary to abandon the guidelines for developing an effective presentation.

Question 11

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

Question 12

A good rule of thumb is to get agreement with a confirmation question on each key benefit in the sales demonstration before moving on.

Question 13

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

Question 14

Using confirmation questions after each key point helps the salesperson to understand consumer's dominant buying motives.

Question 15

Probing questions help you to uncover and clarify the prospect's perceptions and opinions.

Question 16

Summary confirmation questions enable a customer's buying conditions to surface.

Question 17

In a consultative sales presentation,the prospect's involvement should be greater than the salesperson's during the need discovery stage.

Question 18

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

Question 19

During part three of the Consultative Sales Presentation Guide,need satisfaction,the salesperson places less emphasis on questions and more emphasis on statements.

Question 20

The proper sequence to the three dimensions of product selection: configure a solution,match benefits with buying motives,and make appropriate recommendations.

Question 21

Probing questions are the same as specific survey questions.

Question 22

The purpose of specific survey questions is to:

A)understand their perceptions,attitudes and beliefs.
B)clarify their buying conditions.
C)understand the customer's buying motives.
D)move the buying process toward commitment and action.
E)give prospects a chance to describe in more detail a problem,issue or dissatisfaction from their point of view.

Question 23

An example of an open ended question is:

A)"Did you buy a new car last year?"
B)"Have you paid-off the mortgage on your home?"
C)"What investment tool would you think will best serve your financial planning needs?"
D)"Is saving for your children's education important to you?"
E)"Have you started planning for your retirement?"

Question 24

Claude must keep what in mind when he is selecting a product?

A)if the customer needs the product.
B)if the customer wants the product.
C)products with better warranties.
D)options offered by his competition.
E)products with lowest price.

Question 25

Heather has improved her problem solving capabilities over her ten-year sales career.This capability translates into:

A)having more happy customers.
B)selling more expensive products.
C)lower closing rates.
D)longer sales cycles.
E)more referrals.

Question 26

Jackson realizes that probing questions attempt to:

A)define the situation.
B)close the sale.
C)clarify the prospect's buying problem and circumstances surrounding the problem.
D)create the prospect's needs and wants.
E)create an impression.

Question 27

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

A)"How far do you travel to work?"
B)"Would you like me to explain our warranty plan?"
C)"Do you think this product will meet your needs?"
D)"How do you feel about your current supplier?"
E)"What price would you expect to pay for this service?"

Question 28

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

A)preying on the customer's fear of failure by assuring them your product meets their needs.
B)decreasing the amount of time devoted to active listening.
C)decreasing the amount of detail in the sales presentation.
D)using confirmation questions to determine if you are on the right track.
E)increasing the amount of time you spend telling customers about product features.

Question 29

Ben does not employ a standard set of guidelines for needs discovery.This is because:

A)time is always flexible.
B)he utilizes brochures.
C)each situation is different.
D)he prefers to be flexible.
E)customers always want the lowest price.

Question 30

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.

Question 31

During the product selection stage of the consultative sales presentation,the involvement of the prospect,in general:

A)increases.
B)will be highly variable.
C)varies according to the product design.
D)remains about the same.
E)decreases.

Question 32

Marcel understands that after the needs discovery phase,he:

A)sets another appointment.
B)closes the deal.
C)explains the service contract.
D)selects the product.
E)invites further input.

Question 33

Which is an example of an inappropriate survey question?

A)"How would you describe your home decorating preferences?"
B)"Tell me about the challenges you are facing in the area of data storage?"
C)"How many employees does your organization have?"
D)"When do you plan on starting your renovation?"
E)"What kinds of destinations do your employees prefer to go to for conventions?"

Question 34

Taking notes is a part of active listening strategy.

Question 35

All of the following are techniques for developing active listening skills except:

A)paraphrase the customer's meaning with a confirmation question.
B)describe how the customer will benefit from the purchase.
C)exhibiting your listening attitude through your nonverbal messages.
D)take notes.
E)focus your full attention.

Question 36

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

A)the customer's perception of your product.
B)the customer is paying attention to your presentation.
C)the customer's buying conditions.
D)a need.
E)a benefit.

Question 37

Rauna knows one of the major dimensions of the selling process is:

A)providing the lowest price to the customer.
B)servicing the sale.
C)persuading the customer.
D)reminding the customer.
E)getting to like the customers.

Question 38

Another name for information gathering questions is:

A)need satisfaction questions.
B)probing questions.
C)needs analysis questions.
D)survey questions.
E)informative questions.

Question 39

A major reason for asking information-gathering questions is to:

A)find out if your message is getting through.
B)quantify how many units the prospect needs.
C)find out if the customer possesses a viewpoint that may be a barrier to closing a sale.
D)qualify the prospect.
E)collect certain basic information at the beginning of the sales presentation.

Question 40

Marizzio knows that in any selling situation he wants:

A)to be the low-priced option.
B)to sell at the highest price.
C)to have the best quality.
D)to talk more than the prospect.
E)the prospect actively thinking,sharing thoughts,and asking questions.

Question 41

The objective of need-satisfaction questions is to:

A)build desire.
B)remove buyer's doubts.
C)generate interest.
D)commit to action.
E)get attention.

Question 42

The objective of needs analysis stage is to identify the __________.

A)variables impacting the buyer's decision making
B)solution for buyer's problem
C)buyer's communication style
D)buyer's possible sources of objections
E)buyer's problem and concerns

Question 43

The difference between survey and need-satisfaction questions are:

A)survey questions are open-ended,need-satisfaction question are closed-ended.
B)survey questions help salesperson understand the customer's problem,need-satisfaction questions help understand the solution to the customer's problem.
C)survey questions are closed-ended,need-satisfaction questions are open-ended.
D)survey questions are simple,need satisfaction questions are complex.
E)survey questions are complex,need-satisfaction questions are simple.

Question 44

Probing questions help understand the __________ part of the consumer's buying situation.

A)when
B)where
C)what
D)how
E)why

Question 45

If on-time delivery is going to be the determining criteria for Bartell and Smith Company for selecting a courier company to handle their courier needs,then on-time delivery can be considered a __________ in this situation.

A)dominant buying motive
B)buying criteria
C)buying condition
D)selection criteria
E)qualifying criteria

Question 46

Questions designed to move the sales process toward commitment and action are called __________.

A)confirmation questions
B)summary confirmation questions
C)closing questions
D)pleasure questions
E)action-oriented questions

Question 47

Which is an example of a need-satisfaction question?

A)"How many employees do you have?"
B)"Why do you think your organization has high employee turnover?"
C)"When did you last send your employees on a training program?"
D)"This conference facility will be able to accommodate all the delegates and provide you with state-of-the-art presentation facilities".
E)"Given that our college has all the courses of interest to you,how do you feel about registering in our college?"

Question 48

An example of a probing question would be:

A)"How would your employees feel about having a fitness facility in your office building?"
B)"When do you think would be a good time to start saving for your retirement?"
C)"When do you plan to move to the new location?"
D)"How many employees do you have?"
E)"How do you feel about investing in another property?"

Question 49

Questions that help establish two-way communication between the salesperson and customer are the __________ questions.

A)pleasure
B)probing
C)specific survey
D)general survey
E)confirmation

Question 50

The next step after establishing rapport and getting the prospect's attention is:

A)asking the buyer questions to determine her level of product knowledge.
B)need discovery.
C)do small talk to get to know the buyer.
D)selection of the product.
E)demonstration of the product.

Question 51

The best time to use probing questions is:

A)at the beginning of the presentation.
B)through out the presentation.
C)never.They should be avoided as they can sound threatening.
D)at the end of the presentation.
E)only if the prospect is not sure of something.

Question 52

When prospects participate in a sales demonstration,they:

A)receive one of the most convincing forms of proof.
B)usually ask more questions.
C)almost always buy the product.
D)give less resistance during the negotiation stage.
E)tend to bond with the salesperson.

Question 53

An objective of the sales demonstration is to increase a customer's desire for a solution to her problem.In order to achieve desire and move the sale forward,a salesperson should use __________ in the demonstration.

A)need-satisfaction questions
B)probing questions
C)summary confirmation questions
D)information gathering questions
E)confirmation questions

Question 54

"What type of decorating style do you generally prefer",is an example of a:

A)pleasure question.
B)general survey question.
C)confirmation question.
D)probing question.
E)specific survey question.

Question 55

Simon uses confirmation questions; questions used to determine if information is correctly understood:

A)throughout a sales call.
B)in the middle of a sales call.
C)at the end of a sales call.
D)hardly ever.
E)at the beginning of a sales call.

Question 56

The commonly used strategy to transition into need discovery is:

A)engage the customer in small-talk in order to get their interest .
B)ask buyers to reveal their product knowledge.
C)state purpose of your sales call and ask permission to ask questions.
D)explain the features and benefits of your product.
E)none of the above

Question 57

" What particular aspect of the contemporary decorating style do you like",is an example of a:

A)pleasure question.
B)specific survey question.
C)general survey question.
D)confirmation question.
E)summary confirmation question.

Question 58

"How has the high turnover in your company affected the morale of your employees",is an example of a:

A)pleasure question.
B)probing question.
C)specific survey question.
D)confirmation question.
E)general survey question.

Question 59

In order to pace the demonstration by offering one idea at a time,a salesperson should use __________ to get agreement on each key point before moving on to the next point.

A)summary confirmation questions
B)information gathering questions
C)pleasure questions
D)probing questions
E)confirmation questions

Question 60

A strategy for developing effective two-way communication between the buyer and seller is to use:

A)specific survey questions.
B)solution questions.
C)active listening.
D)general survey questions.
E)proactive listening.

Question 61

Explain how the four strategies of the Strategic/Consultative Selling Model help in making presentations more persuasive?

Question 62

List and discuss the four major parts of the Need-Satisfaction Model.

Question 63

__________ are designed to delve more deeply into the customer's buying situation.

Question 64

__________ questions help you to determine if the prospect is listening and understands what you are saying.

Question 65

If a salesperson asks "How do you feel about using a computer to keep your expense records?" he is using a general __________ question.

Question 66

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