Question 1

Which of the following statements about problem questions in the multiple-question approach is true?
A) The questions seek to identify general problems.
B) The goal is for the prospect to admit having a problem.
C) The problem questions are asked first in the sequence.
D) It is unnecessary to separate unimportant problems from important problems.
E) The salesperson moves directly to the presentation after identifying a specific problem.

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.
A) preamble
B) promotion
C) personal-touch
D) problem
E) product

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:
A) use primarily direct questions.
B) be assertive, forceful, and positive.
C) be able to anticipate the answers.
D) concentrate on a product's advantages.
E) accept that most prospects expect discounts.

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.
A) candid
B) mandatory
C) closed-ended
D) stimulus-response
E) problem-solution

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?
A) "How many different brands of cereal does your convenience store sell?"
B) "Has your business outgrown your current facility?"
C) "Do you eat out with your family often?"
D) "Do you like to go to NASCAR races?"
E) "How many accountants do you employ?"

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?
A) Situation
B) Problem
C) Implication
D) Need payoff
E) Personal touch

Accepted Answer

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

Question 7

A salesperson should use probes to:
A) obtain information from the prospect.
B) control the motivation of the prospect.
C) maintain one-way communication.
D) limit prospect participation.
E) create a buyer-seller chain of command.

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.
A) need-payoff
B) non-specific
C) necessary
D) negotiation
E) networking

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.
A) customer benefit
B) opinion
C) direct
D) curiosity
E) FAB

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.
A) redirect
B) direct
C) nondirective
D) rephrasing
E) direct negative-no

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?
A) Ask for a new appointment on another day
B) Ask a problem question
C) Use a trial close
D) Begin her demonstration
E) Terminate the presentation and leave

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:
A) beginning the implementation of the FAB approach.
B) at the implication stage of the SPIN approach.
C) at the need-payoff stage of the SPIN approach.
D) remembering the KISS.
E) using probes.

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.
A) issue
B) implication
C) indirect
D) intuition
E) indication

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:
A) ask direct questions.
B) go directly into the presentation.
C) use a trial close to gather feedback.
D) begin demonstration of the product.
E) start over with problem, implication, and need-payoff questions.

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?
A) Participative
B) Direct
C) Redirect
D) Nondirective
E) Rephrasing

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?
A) Problem
B) Implication
C) Need
D) Strategic
E) Product

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.
A) Shock
B) Redirect
C) Rephrasing
D) Curiosity
E) Opinion

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?
A) "Would you like to try a free sample today?"
B) "How will you use this forged steel trowel?"
C) "Why do you need an additional hard drive?"
D) "What features do you need in a file system?"
E) "Where will you use this security light?"

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?
A) Request a purchase
B) Ask direct questions
C) Provide statistical data
D) Move into a sales presentation
E) Ask additional "problem" questions

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.
A) redirect
B) direct
C) nondirective
D) rephrasing
E) direct negative-no

Accepted Answer

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

Quiz 9: Begin Your Presentation Strategically

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

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

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

Another name for the direct question is the ________ question.

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

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?

A salesperson should use probes to:

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

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

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

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?

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

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

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

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

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?

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

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

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

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