Question 1

With ________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer.
A) adaptive selling
B) formula selling
C) consultative selling
D) suggestive selling
E) relationship selling

Accepted Answer

Consultative selling involves understanding the customer's needs and providing tailored solutions, often leading to novel and unique value creation.

Question 2

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.
A) rationalizations
B) counteroffers
C) refusals
D) objections
E) qualifications

Accepted Answer

Objections in sales are concerns or hesitations that potential customers express. The approach to handling them can vary; sometimes they need to be addressed and converted into a positive outcome, while other times they may be ignored if they are just stalling tactics.

Question 3

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a
A) stimulus-response presentation.
B) formula selling presentation.
C) need-satisfaction presentation.
D) persuasive selling presentation.
E) canned sales presentation.

Accepted Answer

The car salesman was using a need-satisfaction presentation, which involves asking questions to understand the customer's needs and then suggesting a product that meets those needs.

Question 4

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as
A) rationalizations.
B) equivocations.
C) refusals.
D) objections.
E) qualifications.

Accepted Answer

In the personal selling process, objections are the reasons or excuses given by potential customers for not making a purchase commitment or decision.

Question 5

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and
A) ensures follow-up.
B) can be evaluated.
C) is financially equitable.
D) is ethical.
E) is sustainable.

Accepted Answer

The answer of Sellers view a solution as a customized...

Question 6

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)
A) it is ultimately the customer who converts a lead into a sale.
B) only the customer knows how much it is willing to pay for any given solution.
C) consultative selling is central to providing novel solutions for customers, thereby creating value for them.
D) only the salesperson knows when the solution has finally been found.
E) customers are better able to articulate their problems and solutions than sellers.

Accepted Answer

Consultative selling focuses on understanding customer needs and creating value through tailored solutions, which is central to effective customer solutions.

Question 7

Consultative selling is a presentation format that
A) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B) focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C) consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E) involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Accepted Answer

The answer of Consultative selling is a presentation format that
A)...

Question 8

Recently, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer. The Microsoft expert is most likely engaged in
A) relationship selling.
B) formula selling.
C) suggestive selling.
D) adaptive selling.
E) consultative selling.

Accepted Answer

The Microsoft expert is engaged in consultative selling, which involves working closely with customers to understand their specific needs and tailor solutions accordingly.

Question 9

There are six commonly used techniques to deal with objections, one of which is to
A) redirect the conversation.
B) defer to a supervisor.
C) probe by asking additional questions.
D) distract by identifying competitor shortcomings.
E) postpone.

Accepted Answer

The answer of There are six commonly used techniques to...

Question 10

Two selling styles associated with the need-satisfaction presentation format are
A) adaptive selling and confrontational selling.
B) adaptive selling and consultative selling.
C) suggestive selling and canned selling.
D) adaptive selling and suggestive selling.
E) suggestive selling and consultative selling.

Accepted Answer

Adaptive selling and consultative selling are both associated with the need-satisfaction presentation format, focusing on understanding and meeting the customer's needs.

Question 11

The practice of proposing related or complementary products and services during the sales process is referred to as
A) adaptive selling.
B) cross-selling.
C) formula selling.
D) upselling.
E) relationship selling.

Accepted Answer

Cross-selling involves offering related or complementary products to customers during the sales process.

Question 12

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for
A) progressive selling.
B) team selling.
C) formula selling.
D) adaptive selling.
E) missionary selling.

Accepted Answer

Adaptive selling involves tailoring the sales approach based on the customer's needs and the sales situation, requiring a deep understanding of both.

Question 13

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?
A) adaptive selling and upselling
B) formula selling and adaptive selling
C) formula selling and suggestive selling
D) suggestive selling and formula selling
E) upselling and cross-selling

Accepted Answer

The answer of Which two forms of selling are possible...

Question 14

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as
A) relationship selling.
B) adaptive selling.
C) consultative selling.
D) proactive selling.
E) cooperative selling.

Accepted Answer

Adaptive selling involves tailoring the sales presentation to the specific needs and situation of the customer, adjusting the approach as necessary to effectively address the customer's concerns and requirements.

Question 15

Adaptive selling is a presentation format that
A) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B) focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C) consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D) assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E) involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Accepted Answer

Adaptive selling involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Question 16

As a salesperson asks questions about a prospect's transportation system, the prospect says, "What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market. The salesperson has engaged in
A) adaptive selling.
B) suggestive selling.
C) formula selling.
D) consultative selling.
E) relationship selling.

Accepted Answer

Adaptive selling involves adjusting the sales approach based on the customer's needs and responses. The salesperson adapted by stopping the questioning and providing a price list that directly addressed the prospect's stated desire for reliable and low-cost transportation.

Question 17

Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. The salespeople for this company are trained to ask probing questions such as, "What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" Once key ideas have been uncovered, the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products. Davidson-Uphoff's salespeople are learning the ________ selling format.
A) need-satisfaction
B) formula
C) stimulus-response
D) creative
E) problem resolution

Accepted Answer

The need-satisfaction selling format involves identifying the customer's needs through probing questions and then tailoring the sales presentation to address those specific needs, which is what Davidson-Uphoff's salespeople are trained to do.

Question 18

Consultative selling is very prominent in
A) business-to-business marketing.
B) business-to-government marketing.
C) consumer-to-consumer marketing.
D) consumer-to-business marketing.
E) consumer-to-government marketing.

Accepted Answer

Consultative selling is a sales approach that focuses on building relationships with customers and understanding their needs. It is most commonly used in business-to-business (B2B) marketing, where the sales cycle is typically longer and more complex.

Question 19

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as
A) adaptive selling.
B) cross-selling.
C) formula selling.
D) upselling.
E) relationship selling.

Accepted Answer

Upselling is the practice of encouraging customers to purchase a more expensive or higher-end product than the one they are considering.

Question 20

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as
A) adaptive selling.
B) suggestive selling.
C) formula selling.
D) consultative selling.
E) relationship selling.

Accepted Answer

Consultative selling is a need-satisfaction presentation format where the salesperson acts as an expert in identifying and solving customer problems.

Quiz 21: Implementing Interactive and Multi-Channel Marketing

With ________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer.

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)

Consultative selling is a presentation format that

There are six commonly used techniques to deal with objections, one of which is to

Two selling styles associated with the need-satisfaction presentation format are

The practice of proposing related or complementary products and services during the sales process is referred to as

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as

Adaptive selling is a presentation format that

Consultative selling is very prominent in

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as