Question 1

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

Accepted Answer

A well-prepared salesperson understands the importance of building trust and long-term relationships with prospects. If a product from another source better meets the prospect's needs, recommending it can enhance credibility and customer loyalty.

Question 2

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

Accepted Answer

Probing questions help salespeople to understand the prospect's situation more deeply, identify their needs, and provide relevant solutions. By asking open-ended and follow-up questions, salespeople can gather valuable information about the prospect's pain points, goals, budget, decision-making process, and other factors that influence their purchase decision. This enables the salesperson to tailor their pitch and proposal to the prospect's needs and increase their chances of closing the sale.

Question 3

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

Accepted Answer

Restating the purpose of the sales call is a common tactic to smoothly transition from the approach to the presentation.

Question 4

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

Accepted Answer

When a persuasive presentation is handled properly, it does not trigger fear or distrust in the audience. Instead, it should build trust and connect with the audience on a personal level to persuade them towards a certain viewpoint or action.

Question 5

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

Accepted Answer

According to Tom Reilly, value-added salespeople sell the product, the company, and themselves.

Question 6

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

Accepted Answer

An informative presentation is a type of need-satisfaction presentation that aims to educate and inform the audience about a specific topic or issue. It focuses on providing relevant information, facts, and insights to the audience, with the goal of helping them understand the subject better and make informed decisions. The other types of need-satisfaction presentations include persuasive, instructional, and entertaining presentations.

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

Accepted Answer

Using confirmation questions to determine if we are on the right track is the best choice. Active listening and asking the right questions help build rapport with the customer, understand their needs and concerns, and tailor the presentation to meet their specific needs. This increases the chances of closing the sale by showing the customer that their needs are the main priority. Spending too much time on product features, facts, and figures and presenting too much detail can overwhelm and confuse the customer.

Question 8

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

Accepted Answer

Consultative selling is a customer-focused approach that helps to build trust and long-term relationships with clients by identifying their needs, problems, and goals. The salesperson acts as a consultant, listening to the customer's concerns and providing personalized solutions that address their unique situation. The process involves asking open-ended questions, active listening, and analyzing the customer's situation to understand their needs fully. This way, the seller is better equipped to provide a tailored solution that meets the customer's needs and adds value to their business.

Question 9

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

Accepted Answer

Paraphrasing involves expressing the customer's meaning in your own words, rather than repeating 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

Accepted Answer

General survey questions are designed to gather broad information about the buyer's current situation, helping the salesperson understand the context and needs, which is crucial in building a partnership.

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

Accepted Answer

Active listening involves not only hearing what the other person is saying but also reflecting on their words and emotions. Paraphrasing or summarizing what has been said is a key skill of active listening. This helps to ensure that both parties have a clear understanding of the communication and can prevent misunderstandings.

Question 12

Note taking is necessary in every sales presentation.

Accepted Answer

Note taking is not necessary in every sales presentation, as it depends on the context and the presenter's style. Some presentations may be more effective with visual aids or interactive discussions rather than written notes.

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.

Accepted Answer

The Consultative Sales Presentation Guide includes four parts (approach, needs discovery, presentation, and close), but not all four parts need to be covered in every sales call. The salesperson should tailor their approach based on the customer's needs and readiness to buy. Therefore, it is not necessary to go through all four parts during the initial contact or in every sales call.

Question 14

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

Accepted Answer

By using a survey during the initial contact, the salesperson can gather important information about the customer's needs and identify any potential problems, which will help in the identification process.

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

Accepted Answer

Summary confirmation questions are used to clarify and confirm the customer's buying conditions. This helps to ensure that the salesperson and customer are on the same page and prevents misunderstandings. The other options listed (benefit, feature, perception of product, need) may also be confirmed during the sales process, but they are not the primary focus of summary confirmation questions.

Question 16

Customer service provides little opportunity to add value.

Accepted Answer

Customer service provides ample opportunity to add value by offering personalized solutions, anticipating and addressing customer needs, and building strong relationships with customers.

Question 17

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

Accepted Answer

This is a confirmation question because it is asking for verification that the software would meet the business' current needs.

Question 18

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

Accepted Answer

A probing question is designed to elicit more detailed responses, often to clarify, explore deeper understanding, or gather more information, whereas the given question is a closed-ended question that prompts a simple yes or no answer.

Question 19

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

Accepted Answer

This is true. Primacy and recency effects suggest that information presented at the beginning or end of a presentation is more likely to be remembered and have a greater impact on the audience.

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

Accepted Answer

Active listening involves actively indicating to the speaker that you are paying attention to what they are saying through verbal and nonverbal feedback, such as maintaining eye contact, nodding, and repeating back what you hear to ensure understanding.

Quiz 11: Determining Customer Needs With a Consultative Questioning Strategy