Question 1

Kim 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.Kim could probably benefit from ____.
A) Improving her questioning skills
B) Being candid with her customers by telling them they are wasting her time
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
E) All of the above

Accepted Answer

Improving her questioning skills would allow Kim to steer the conversation back to the main topic and keep it on track. Being candid with customers or talking more during the call may come across as rude, and being more formal may make the conversation feel less friendly and personal, which could harm the sales relationship. Therefore, improving questioning skills is the best choice.

Question 2

Which of the following best describes 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.
E) To help the buyer understand the salesperson.

Accepted Answer

The purpose of trust-based sales communication is to seek common understanding between the buyer and seller. This helps build trust and enables the salesperson to better understand the buyer's needs and concerns, ultimately leading to a more successful sale. Seeking agreement, commitment, or an order may be secondary goals of the communication, but the primary purpose is to establish a mutually beneficial relationship. Helping the buyer understand the salesperson is not necessarily the goal, but rather, helping the salesperson understand the buyer.

Question 3

Which of the following is not an objective of strategic questioning?
A) Provoke thinking
B) Gather information
C) Generate buyer involvement
D) Gain confirmation
E) Explain Benefits

Accepted Answer

Explaining benefits is not an objective of strategic questioning, it is more related to presenting or pitching a product/service. The objectives of strategic questioning are related to gathering information, provoking thinking, generating buyer involvement, and gaining confirmation to move the sale forward.

Question 4

Which of the following is the best example of an open-end question?
A) How many employees to have?
B) Did you say you are already working with another supplier?
C) How do you currently assess the performance of your suppliers?
D) Are you interested in making a purchase today?
E) All of the above are open-end questions.

Accepted Answer

A question that begins with "how" is typically open-ended because it allows for a broader range of responses and encourages the person being asked to provide more detailed information. Option A is a closed-ended question because it asks for a specific number. Option B is closed-ended because it only requires a yes or no answer. Option D is closed-ended because it only requires a yes or no answer. Therefore, option C is the best example of an open-end question because it asks for an explanation of a process rather than a specific piece of information.

Question 5

A salesperson wishing to shift or redirect the topic of discussion should use which of the following types of questions?
A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Accepted Answer

Tactical questions are designed to shift or redirect the conversation to a new topic. These questions are intended to move the discussion forward in a productive manner and can be useful in steering the conversation towards a specific goal or objective.

Question 6

The acronym SPIN stands 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, Never take no for an answer.
E) Speak, Probe, Identify, Need-payoff.

Accepted Answer

The acronym SPIN stands for Situation questions, Problem questions, Implication questions, and Need-payoff questions. This technique is used in sales to engage the customer in a conversation and uncover their specific needs and pain points, with the ultimate goal of finding a solution that meets their needs and achieves a sale.

Question 7

"Do you see the merits of the solution I'm proposing?" is an example of which type of questions?
A) Closed-end
B) Multiple-choice
C) Probing
D) Evaluative
E) Both a and d are correct

Accepted Answer

The answer of "Do you see the merits of the...

Question 8

If a salesperson were to say "that sounds like an important issue, could you give me an example of what you mean?" he/she would be asking which type of question?
A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Accepted Answer

The answer of If a salesperson were to say "that...

Question 9

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.
A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Accepted Answer

The answer of A salesperson asking a buyer "How is...

Question 10

Which of the following is usually not an objective of strategic questioning?
A) Provoke thinking
B) Gather information
C) Generate buyer involvement
D) Gain confirmation
E) All of the above are objectives of strategy questioning

Accepted Answer

The answer of Which of the following is usually not...

Question 11

Which of the following is not a type of question described in the text?
A) Open-end questions
B) Closed-end questions
C) Multiple-choice questions
D) Probing questions
E) Interrogative questions.

Accepted Answer

Interrogative questions are not mentioned in the text as a separate type of question. However, they are a form of open-end question that typically begin with words like "what," "how," "why," or "who."

Question 12

Which of the following is an example of a closed-end question?
A) How do you determine sales goals for each region?
B) Why are your customers currently unhappy?
C) Is this the primary reason you are interested in switching suppliers?
D) How do you currently process orders?
E) All of the above are closed-end questions.

Accepted Answer

Closed-end questions typically have a limited set of answer options, and require a specific answer, such as a yes or no response. Option C fits this definition as it specifically asks for a yes or no answer, while the other options ask for more open-ended responses.

Question 13

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?
A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Accepted Answer

The answer of A salesperson wishing to uncover a prospect's...

Question 14

A salesperson wishing to uncover more detailed information should use which the following types of questions?
A) Evaluative
B) Multiple-choice
C) Probing
D) Tactical
E) None of the above

Accepted Answer

Probing questions are open-ended questions that allow a salesperson to gather more detailed information and uncover further needs, wants, and concerns of the customer. They encourage the customer to elaborate and provide more information, leading to a more detailed understanding of their situation. Evaluative questions are closed-ended questions that are used to confirm or validate information. Multiple-choice questions limit the response options and may not provide the depth of information needed. Tactical questions are used to advance the sales process and may not necessarily uncover more detailed information.

Question 15

Salespeople need to possess effective trust-based sales communications skills so that they:
A) Can do a better job of asking for the order.
B) Are better able to identify buying needs and accurately convey proposed solutions.
C) Are better able to communicate to the selling organization.
D) Have an advantage over their customers.
E) Both the b and d are correct.

Accepted Answer

Effective trust-based sales communications skills help salespeople identify customer needs and convey solutions accurately, fostering trust and understanding.

Question 16

"Do you typically purchase or lease?" is an example of which type of SPIN question?
A) Speak
B) Identify
C) Implication
D) Situation
E) Indication

Accepted Answer

This is an example of a Situation question in SPIN selling. It seeks to gather information about the prospect's current situation regarding their purchasing or leasing habits.

Question 17

A salesperson asking a buyer "Have you had any trouble with your copying equipment?" is asking a _________ type of SPIN question.
A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Accepted Answer

The question "Have you had any trouble with your copying equipment?" is a Problem type of SPIN question because it is intended to identify the buyer's problems or difficulties with their copying equipment. The other types of SPIN questions are: Situation questions which aim to gain information about the buyer's current situation, Implication questions which focus on the consequences of the problem, and Need-Payoff questions which focus on helping the buyer see the benefits of solving the problem.

Question 18

A salesperson asking a buyer "How would your productivity be affected if your copier never stopped functioning properly?" is asking a ________ type of SPIN question.
A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Accepted Answer

The answer of A salesperson asking a buyer "How would...

Question 19

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?
A) Evaluative
B) Multiple-choice
C) Probing
D) Tactical
E) None of the above

Accepted Answer

This is an evaluative question because it is asking for an opinion on the solution being proposed.

Question 20

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?
A) Gain confirmation
B) Closed-ended question
C) Gather information
D) None of the above
E) Both b and c

Accepted Answer

The answer of The question "So, do you understand how...

Quiz 4: Communication Skills

Kim 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.Kim could probably benefit from ____.

Which of the following best describes the purpose of trust-based sales communication?

Which of the following is not an objective of strategic questioning?

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

A salesperson wishing to shift or redirect the topic of discussion should use which of the following types of questions?

The acronym SPIN stands for?

"Do you see the merits of the solution I'm proposing?" is an example of which type of questions?

If a salesperson were to say "that sounds like an important issue, could you give me an example of what you mean?" he/she would be asking which type of question?

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.

Which of the following is usually not an objective of strategic questioning?

Which of the following is not a type of question described in the text?

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

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?

A salesperson wishing to uncover more detailed information should use which the following types of questions?

Salespeople need to possess effective trust-based sales communications skills so that they:

"Do you typically purchase or lease?" is an example of which type of SPIN question?

A salesperson asking a buyer "Have you had any trouble with your copying equipment?" is asking a _________ type of SPIN question.

A salesperson asking a buyer "How would your productivity be affected if your copier never stopped functioning properly?" is asking a ________ type of SPIN question.

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?