Question 1

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.

Accepted Answer

Need-satisfaction questions are designed to build desire by identifying and addressing the specific needs and wants of the buyer, thereby creating a desire for the product or service being offered.

Question 2

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

Accepted Answer

The objective of needs analysis stage is to identify the buyer's problem and concerns, so that the salesperson can offer a solution that meets the buyer's needs. While variables impacting the buyer's decision making, buyer's communication style, and buyer's possible sources of objections are important to consider, they are not the primary objective of needs analysis stage.

Question 3

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.

Accepted Answer

Survey questions are focused more on understanding the customer's problem, while need-satisfaction questions are focused on understanding the solution to the customer's problem. Survey questions can be open-ended or closed-ended, while need-satisfaction questions are typically closed-ended. Choice A, C, D, and E are all incorrect.

Question 4

Probing questions help understand the __________ part of the consumer's buying situation.
A)when
B)where
C)what
D)how
E)why

Accepted Answer

Probing questions are designed to understand the "why" behind a consumer's buying situation.

Question 5

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

Accepted Answer

The answer of If on-time delivery is going to be...

Question 6

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

Accepted Answer

The answer of Questions designed to move the sales process...

Question 7

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?"

Accepted Answer

The question in option E directly asks about the satisfaction of a need, which is registering in college.

Question 8

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?"

Accepted Answer

This question encourages the person to think about their employees' opinions and potential benefits of having a fitness facility in the office building.

Answer: B
 This question prompts the person to reflect on their long-term financial planning and encourages them to consider starting to save for retirement.

Answer: C
 This question asks for a specific timeline, encouraging the person to make a concrete plan for their move to a new location.

Answer: E
 This question prompts the person to reflect on their investment strategy and consider their feelings about investing in another property, which could lead to a more in-depth discussion about their financial goals and risk preferences.

Answer: D
 This question is straightforward and does not encourage a deep conversation or reveal any new information.

Question 9

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

Accepted Answer

The answer of Questions that help establish two-way communication between...

Question 10

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.

Accepted Answer

The next step after establishing rapport and getting the prospect's attention is to conduct a need discovery to understand their needs, pain points, and potential solutions that can be offered through your product or service. This will help to tailor your pitch to their specific needs and increase the chances of closing a sale. Asking questions and actively listening are crucial in this step. Small talk and product selection/demonstration come later in the sales process.

Question 11

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.

Accepted Answer

Probing questions should be used throughout the presentation to gather information, clarify understanding, and address any concerns or objections the prospect may have. By asking these types of questions, the salesperson can tailor their presentation to the specific needs and preferences of the prospect, increasing their chances of making the sale. However, it is important to ensure that the probing questions are not too aggressive or threatening in nature, as this can turn the prospect off and hinder the sales process.

Question 12

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.

Accepted Answer

Sales demonstrations provide tangible proof of a product's benefits, making them a convincing form of evidence for prospects.

Question 13

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

Accepted Answer

Need-satisfaction questions will focus on the customer's needs and encourage her to imagine the solution to her problem. This will increase her desire for the solution, which will help move the sale forward. Probing questions, summary confirmation questions, information gathering questions, and confirmation questions may also be used during the demonstration, but need-satisfaction questions are the most effective for building desire.

Question 14

"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.

Accepted Answer

This question is a general survey question as it seeks to gather broad information about a person's decorating style preferences without delving into specifics.

Question 15

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.

Accepted Answer

Simon uses confirmation questions throughout a sales call to ensure that the information is correctly understood by the customer.

Question 16

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

Accepted Answer

Stating the purpose of the sales call and asking permission to ask questions is the most effective way to transition into need discovery. It sets the tone for a conversation focused on the customer's needs and allows them to feel in control of the conversation. The other choices do not effectively transition into need discovery and could potentially waste time or turn off the customer.

Question 17

" 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.

Accepted Answer

The question is asking for a particular aspect of the contemporary decorating style, making it a specific survey question, as opposed to a general one which would be more open-ended.

Question 18

"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.

Accepted Answer

This is a probing question as it aims to uncover the impact of a specific situation (high turnover) on the employees' morale. It goes beyond asking for basic information and seeks to explore employees' feelings and perceptions.

Question 19

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

Accepted Answer

Confirmation questions are used to confirm or verify the customer's agreement or understanding of a particular point before moving on to the next point. They help the salesperson pace the demonstration and ensure that the customer is following along and comprehending the information. Summary confirmation questions, in particular, summarize the key points and ask the customer to confirm their understanding or agreement with them. This helps to reinforce the information and keep the customer engaged in the demonstration.

Question 20

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.

Accepted Answer

Active listening is a strategy that involves fully concentrating, understanding, responding, and then remembering what is being said. This is crucial in developing effective two-way communication between the buyer and seller as it ensures that both parties fully understand each other, leading to better outcomes in negotiations or sales processes.

Quiz 11: Determining Customer Needs With a Consultative Questioning Strategy

The objective of need-satisfaction questions is to:

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

The difference between survey and need-satisfaction questions are:

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

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.

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

Which is an example of a need-satisfaction question?

An example of a probing question would be:

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

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

The best time to use probing questions is:

When prospects participate in a sales demonstration,they:

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.

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

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

The commonly used strategy to transition into need discovery is:

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

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

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