Question 1

What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?

Accepted Answer

Consultative problem-solving skills involve building strong relationships with customers and understanding their needs and concerns. This typically leads to increased sales and customer satisfaction, as well as more business referrals. However, it is unlikely that this approach would result in decreased transactional sales, as consultative selling typically focuses on building long-term relationships rather than quick one-time transactions.

Question 2

Why is the ability to track purchases by song mix so important for Ferrante's clients?

Accepted Answer

Tracking purchases by song mix allows Ferrante's clients to identify the songs that stimulate purchases and use them to increase sales.

Question 3

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

Accepted Answer

C

Question 4

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

Accepted Answer

Consultative selling involves asking questions, actively listening to the customer, and understanding their needs and problems to offer a tailored solution. It is a customer-focused approach that emphasizes building a relationship and providing value rather than simply pushing a product or service.

Question 5

The salesperson makes statements that add value during the need satisfaction stage of the consultative sales process by:

Accepted Answer

During the need satisfaction stage, the salesperson's role is to provide information, persuade and remind the customer about the correct product or service for them. This helps the customer make an informed decision about the product they want to purchase. The salesperson can add value by highlighting the features and benefits of the product as it relates to the customer's needs.

Question 6

In a single sales call or a multi-call 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 salesperson should not aim to go through all four parts of the Consultative Sales Presentation Guide in a single sales call or initial contact. Rather, the sales presentation should be tailored to the customer's needs and preferences, and the salesperson should aim to build rapport and gather information in the initial contact, and then follow up with additional calls or meetings as needed.

Question 7

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. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.

-How can Jeannie use a consultative model to sell Meli Kinaua'a swimsuits to boutiques?

Accepted Answer

Using a consultative model means Jeannie will need to focus on understanding the specific needs of each boutique to determine how Meli Kinaua'a swimsuits can fit into their inventory. By finding out what needs the boutiques have that Meli Kinaua'a suits can fill, Jeannie can work with them to make sure they see the value in carrying the line. This approach also allows for building long-term relationships with the boutiques, which is crucial for continued sales success.

Question 8

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

Accepted Answer

When the salesperson uses a survey during the initial contact with the customer, it is a way of gathering information about the customer to identify their needs and preferences. This helps the salesperson tailor their approach and pitch to better meet the customer's needs, and can lead to a more successful sale.

Question 9

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the 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?

Accepted Answer

John is explaining how his selected equipment will fulfill the needs of the sanitation director and the city, which is part of the Need Satisfaction stage of the model.

Question 10

Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?

Accepted Answer

Sales servicing is the stage where the salesperson follows up with the customer after the sale to ensure their needs are being met and to address any concerns or issues. By providing excellent service and addressing the customer's needs, the salesperson is able to build trust and rapport, increasing the likelihood of repeat business.

Question 11

Which of the following most likely occurs during the need-discovery stage of the consultative sales process?

Accepted Answer

During the need-discovery stage, the salesperson tries to establish the buyer's needs and wants, as well as the buying motives that drive the buyer's purchasing decision.

Question 12

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the 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?

Accepted Answer

Before recommending any equipment or persuading the sanitation director to purchase, John should ask questions to find out the specific needs and concerns of the director. This will help John better understand the situation and tailor his solution to meet the director's needs.

Question 13

Through ________,a salesperson establishes two-way communication by asking questions and actively listening to the customer.

Accepted Answer

The answer of Through ________,a salesperson establishes two-way communication by...

Question 14

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the 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?

Accepted Answer

By providing post-sale services, John can ensure that the sanitation employees can operate the machinery efficiently and effectively, thus solving the sanitation director's problem of property damage. This will create value for the customer and increase customer satisfaction, leading to customer retention and potential referrals. Additionally, providing superior post-sale service can differentiate Nordic Fox from its competitors and justify a premium pricing strategy, thereby increasing profits.

Question 15

Which of the following is the last part of the Consultative Sales Presentation Guide?

Accepted Answer

The last part of the Consultative Sales Presentation Guide is servicing the sale. This involves following up with the customer to ensure they are satisfied with the solution provided and addressing any issues that may arise. While all of the other options are important components of the sales process, they occur earlier in the process and do not represent the final step.

Question 16

Product configuration is the stage of the consultative sales process known as:

Accepted Answer

Product configuration is the process of customizing or selecting a specific solution to meet the customer's needs. This stage falls under the broader category of selection of the solution, where the salesperson works with the customer to identify and recommend the best solution for their particular situation.

Question 17

List and discuss the four major parts of the need-satisfaction model.

Accepted Answer

The answer of List and discuss the four major parts...

Question 18

Taking the time to carefully solve the buyer's problem will set the stage for which of the following?

Accepted Answer

By solving the buyer's problem, the salesperson builds trust, establishes the value of their product or service, and sets the stage for closing the sale. This means that the salesperson is more likely to be successful in closing more sales.

Question 19

"Servicing the Sale"is the fourth part of the need-satisfaction model.

Accepted Answer

"Servicing the Sale" is indeed the fourth part of the need-satisfaction model. This involves providing after-sales service to ensure customer satisfaction and loyalty.

Question 20

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.

Accepted Answer

In most cases, firms profit more as they sell more to customers due to economies of scale and the reduced cost of acquiring repeat customers compared to new ones.

Quiz 11: Determining Customer Needs With a Consultative Questioning Strategy