Deck 11: Determining Customer Needs With a Consultative Questioning Strategy

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

A commonly-used tactic to transition from the approach to the presentation is to restate the purpose of the sales call.

Answer 3

True

Question 4

The persuasive presentation,when handled properly,does not trigger fear or distrust.

Question 5

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

Question 6

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

Question 7

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 8

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

Question 9

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

Question 10

Which type of questions help the salesperson discover facts about the buyer's existing situation,and are often the first step in the partnership-building process?

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

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.

Question 13

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 14

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

Question 15

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

A)a benefit
B)a feature
C)the customer's several buying conditions
D)the customer's perception of your product
E)a need

Question 16

Customer service provides little opportunity to add value.

Question 17

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

Question 18

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

Question 19

Research indicates that appeals made at the beginning or end of a presentation are more effective than those given in the middle.

Question 20

Active listening involves:

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 21

Sometimes used in conjunction with company supplied forms,these types of questions are often used in service,retail,wholesale,and manufacturing selling:

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

Question 22

A salesperson who represents a company with many products will need to make decisions to:

A)sell the products that have the highest profit margin
B)sell the customer the products that everyone buys
C)configure a solution for the customer
D)create value by including all the products in the solution
E)sell the highest dollar value within budget constraints

Question 23

An example of a probing question would be:

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 24

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 meeting at a later date
D)recommend the solution immediately
E)define the problem and recommend the solution

Question 25

A major reason for asking survey questions is to:

A)find out if the customer possesses a viewpoint that may serve as a barrier to closing a sale
B)find out if your message is getting through
C)qualify the prospect
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 26

In the field of personal selling,persuasion:

A)does not belong in a consultative style sales presentation
B)will offend many customers who want to make up their own minds
C)seldom achieves the goal of closing the sale
D)is an acceptable strategy once a need has been identified and a suitable product has been selected
E)is considered old-fashioned

Question 27

If a customer becomes used to the high quality of service and begins to view the service as a commodity,a salesperson should:

A)periodically remind the customer of the value added by the service
B)ask the customer to switch to another provider
C)give the customer a price discount
D)perform a persuasive presentation
E)reinforce the customer's loyalty with presents

Question 28

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 29

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:

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

Question 30

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 31

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 32

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

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 33

A presentation strategy that influences the prospect's beliefs,attitudes,or behavior and encourages buyer action is the:

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

Question 34

Words or phrases that suggest pictorial relationships between objects and ideas are called:

A)metaphors
B)abstract expressions
C)conjunctions
D)modifiers
E)picturesque language

Question 35

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

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 36

Yvette has been told by her sales manager that she should use more "figurative language" during her sales presentations.Yvette should increase her use of:

A)emotional link
B)metaphors
C)bridge statements
D)persuasive words
E)features

Question 37

Salespeople should 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 included as part of every presentation
E)are mostly true

Question 38

A presentation strategy that maintains an ongoing awareness and familiarity with product lines,often after the sale,is the:

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

Question 39

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

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 40

Obtaining permission to ask questions is one way of transitioning from the:

A)approach
B)close
C)presentation
D)negotiation
E)demonstration

Question 41

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

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 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,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.
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)Point out to boutiques 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 mid-market boutiques that don't already carry other high-end brands.
E)Give a large discount to get boutiques to try Meli Kinaua'a suits.

Question 43

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 survey 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)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 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,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 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)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 45

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

Question 46

The connectors between your messages and the internal emotions of the prospect are called:

A)metaphors
B)appeals
C)stories
D)emotional links
E)testimonials

Question 47

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

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 48

Reminder presentations are often performed by:

A)call center employees
B)sales managers
C)missionary salespeople
D)technical employees
E)marketing managers

Question 49

________ presentations are sometimes a dimension of service after the sale.

Question 50

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 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,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 51

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 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 track the correlation between 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?

Question 52

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

Question 53

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?

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 54

________ ________ is the author of the book entitled Spin Selling.

Question 55

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 confirmation 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)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 56

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

Question 57

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.
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 competitors.
D)It allows them to increase sales by playing the songs that stimulate their customers to buy.
E)It requires them to play certain songs no more than a few times in a shift.

Question 58

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

Question 59

Which of the following can be an area of negotiation before the close?

A)efficacy studies
B)company
C)corporate structure
D)time
E)research

Question 60

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

Question 61

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.
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 Through Informing,Persuading,or Reminding
D)Part 4: Servicing the Sale
E)Part 5: Leveraging Referrals

Question 62

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?

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 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?

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 64

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.
Which of the following needs is John most likely to discover?

A)A need for equipment the sanitation workers can operate more easily.
B)A need for training on the equipment the city currently has.
C)A need for snow to fall at a more measured rate across the length of the snowstorm.
D)A need for an explanation of how difficult equipment can be to operate that the public will accept.
E)A need for employees with more motivation to control the equipment they operate.

Question 65

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 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,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 66

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?

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 67

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?

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.