Question 1

Which of the following statements about problem questions in the multiple-question approach is true?

Accepted Answer

Problem questions are asked early in the presentation to bring out the needs or problems of the prospect. The goal is to have the prospect admit having a problem. However, once the salesperson identifies the problem, it is better to continue with the next two steps to rather than move into the presentation.

Question 2

The second category of question in the SPIN approach is called the ________ question.

Accepted Answer

The second category of questions in the SPIN (Situation, Problem, Implication, Need-payoff) selling approach is called the "problem" question. These questions are designed to help identify and discuss the buyer's problems, issues, or dissatisfactions that the product or service can solve.

Question 3

When using questions in the selling process, a salesperson should most likely:

Accepted Answer

A salesperson should be able to anticipate the answers to their questions in order to guide the conversation and further understand the prospect's needs and concerns. Using primarily direct questions may come across as too aggressive or off-putting. Being assertive, forceful, and positive is important, but not the most important aspect when using questions in the selling process. Concentrating on a product's advantages is also important, but not specific to the use of questions. Accepting that most prospects expect discounts is not relevant to this question.

Question 4

Another name for the direct question is the ________ question.

Accepted Answer

A closed-ended question is a direct question that has a limited number of possible answers.

Question 5

Which of the following is an example of a "problem" question that might be used in the SPIN approach?

Accepted Answer

"Has your business outgrown your current facility?" is a problem question in the SPIN (Situation, Problem, Implication, Need-payoff) selling technique, as it aims to uncover a potential issue or problem the customer is facing that the seller's product or service can solve.

Question 6

A kitchen equipment salesperson asks a chef "With the increased need for hygiene, what are the problems you face in operating a commercial kitchen? "What kind of SPIN question is the salesperson asking the prospect?

Accepted Answer

The answer of A kitchen equipment salesperson asks a chef...

Question 7

A salesperson should use probes to:

Accepted Answer

Probes are questions asked by the salesperson to obtain information from the prospect, to understand their needs, wants, and preferences. The purpose of using probes is to help the salesperson further tailor their offering to the customer's needs and to build rapport with the customer by showing interest in their needs. The other options are incorrect, as controlling the motivation or limiting prospect participation would be counterproductive to building rapport and trust, and maintaining one-way communication or creating a buyer-seller chain of command would not facilitate effective sales communication.

Question 8

The fourth category of question in the SPIN approach is called the ________ question.

Accepted Answer

The fourth category of questions in the SPIN (Situation, Problem, Implication, Need-payoff) selling approach is called the "need-payoff" question. These questions focus on the value or usefulness of solving a problem, helping the customer to see the benefits of a solution.

Question 9

The way a salesperson phrases the need-payoff question when using the SPIN approach is similar to phrasing in the ________ approach.

Accepted Answer

The need-payoff question in the SPIN approach is designed to help the salesperson understand the customer's needs and how the product or service can meet those needs. This is similar to the customer benefit approach, which focuses on highlighting the benefits of the product or service to the customer.

Question 10

Brett asked the bookstore owner, "Are you interested in spending less time doing paperwork?" This is most likely an example of a ________ question.

Accepted Answer

This is an example of a direct question because Brett is asking a straightforward question seeking a specific response or information from the bookstore owner. Direct questions are clear and to the point, aiming to elicit a direct answer.

Question 11

Bonnie Gui, an appliance salesperson, is using the SPIN approach. She was sure her prospect was ready to buy, but instead the prospect responded negatively to the need-payoff question. What should Bonnie do now?

Accepted Answer

When a prospect responds negatively to a need-payoff question, it indicates that the salesperson has not fully uncovered or understood the prospect's needs. Asking a problem question allows the salesperson to delve deeper into the prospect's issues, concerns, or challenges, helping to better understand the situation and tailor the sales approach accordingly.

Question 12

The salesperson who asks the prospect, "Are you dissatisfied with how frequently you have to charge your rechargeable batteries?" is:

Accepted Answer

The answer of The salesperson who asks the prospect, "Are...

Question 13

The third category of question in the SPIN approach is called the ________ question.

Accepted Answer

The third category of question in the SPIN (Situation, Problem, Implication, Need-payoff) approach is called the Implication question. This type of question is designed to help the customer understand the effects or consequences of a problem, thereby increasing the problem's urgency and the customer's motivation to find a solution.

Question 14

If a prospect responds negatively to a need-payoff question in the SPIN approach, the salesperson should:

Accepted Answer

When a prospect responds negatively to a need-payoff question in the SPIN (Situation, Problem, Implication, Need-payoff) selling approach, it indicates that the salesperson may not have effectively established the value or relevance of their solution. In such cases, it's advisable to revisit earlier stages of the SPIN process, starting again with problem questions to better understand the prospect's needs, then moving to implication questions to highlight the consequences of not addressing the problem, and finally returning to need-payoff questions to re-establish the value of the solution. This approach ensures a thorough understanding of the prospect's needs and how the product or service can meet those needs.

Question 15

Which of the following is NOT one of the categories of questions discussed by the text?

Accepted Answer

The answer of Which of the following is NOT one...

Question 16

An automobile dealer asks a couple visiting the car lot, "Since the birth of the triplets, don't you find it difficult to wedge three car seats and all the baby paraphernalia into your old Toyota?" What type of question is he using?

Accepted Answer

The dealer is using an implication question by suggesting a potential problem (difficulty fitting three car seats and baby items into their current car) and implying that a solution (presumably a larger vehicle) might be necessary. This type of question aims to make the customers think about the consequences of their current situation and how a new product could solve their problem.

Question 17

This type of question is used when the prospect's meaning is not clearly stated.

Accepted Answer

Rephrasing is used to clarify what the prospect means by expressing it in different words, ensuring that the speaker's intent is understood correctly.

Question 18

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

Accepted Answer

A direct question is one that asks for specific information. Choice A is a direct question because it asks the customer if they would like to try a free sample.

Question 19

A prospect responds positively to the need-payoff question in the SPIN approach. What should the salesperson do next?

Accepted Answer

After a prospect responds positively to a need-payoff question, the salesperson should move into a sales presentation to further demonstrate how their product or service can meet the identified needs and provide value, leveraging the momentum of the positive response.

Question 20

A retail salesperson asks the customer, "May I help you find a particular style?" This is an example of a ________ question.

Accepted Answer

The answer of A retail salesperson asks the customer, "May...

Quiz 9: Begin Your Presentation Strategically