Question 1

Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

Accepted Answer

This statement is generally true. At the beginning of a presentation, attendees may have more general and broad questions to understand the overall topic or purpose of the presentation. As the presentation progresses, attendees may have more specific and detailed questions that are related to the content presented. However, this may not always be the case and depends on the nature and structure of the presentation.

Question 2

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

Accepted Answer

This statement is generally untrue. Many firms profit from repeat customers and rely on building long-term relationships to sustain their profits. Additionally, some industries, such as software and technology, may have significant upfront costs but lower costs per additional unit sold, resulting in increased profits on each subsequent sale.

Question 3

Note taking is necessary in every sales presentation because it demonstrates active listening.

Accepted Answer

While note-taking can demonstrate active listening and be beneficial in many sales presentations, it is not necessary in every situation. The necessity depends on the context, the preferences of the presenter and the audience, and the complexity of the information being shared.

Question 4

A major reason for using summary confirmation questions is to clarify and confirm:
A) product benefits
B) product features
C) customer buying conditions
D) customer need perceptions
E) organizational needs

Accepted Answer

The answer of A major reason for using summary confirmation...

Question 5

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

Accepted Answer

This statement is an example of a confirmation question as it seeks to verify whether the computer software is suitable for the current business needs.

Question 6

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

Accepted Answer

Paraphrasing involves restating the customer's meaning in your own words, not necessarily using exactly the same words as the customer.

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 helps to ensure that we are on the right track and meeting the customer's needs, which can increase the chances of closing the sale. Option A and B may overwhelm the customer with information. Option C can lead to misunderstandings and missed opportunities to address concerns. Option D may leave the customer feeling unsure about the product.

Question 8

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 speaker is saying, but also reflecting back to them what you understand they are saying, both in terms of the content of their message and the emotions they are expressing. This helps ensure that you have understood the speaker accurately and empathetically, and can facilitate effective communication and problem-solving.

Question 9

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

Accepted Answer

Consultative selling involves analyzing the customer's needs and problems in order to provide a customized solution that meets their specific needs.

Question 10

Active listening involves:
A) indicating that you are paying attention to the speaker by giving 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 not only hearing what the speaker is saying but also indicating that you are paying attention through verbal and nonverbal feedback such as nodding, maintaining eye contact, and asking follow-up questions. Simply saying "yes" or agreeing with the speaker's points does not necessarily indicate active listening. Thinking of follow-up questions while the speaker is talking can also be a part of active listening, but it is not the only component.

Question 11

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

Accepted Answer

An informative presentation is meant to educate or inform the audience about a particular topic or subject, which ultimately satisfies their need for information. Therefore, it is a type of need-satisfaction presentation.

Question 12

A(n)________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process.
A) confirmation
B) closed
C) open
D) general survey
E) probing

Accepted Answer

General survey questions are designed to gather broad information about the buyer's situation, making them a common starting point in the sales process to understand the buyer's needs and context.

Question 13

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

Accepted Answer

Probing questions are designed to gather information and help the salesperson understand the prospect's needs, challenges, and concerns. By asking open-ended questions, the salesperson can delve deeper into the prospect's situation and uncover important details that will enable them to offer a customized solution. Ultimately, probing questions help the salesperson build rapport, demonstrate empathy, and establish trust with the prospect.

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 information and identify the customer's needs and preferences, which ultimately helps in the identification process.

Question 15

According to research,engaging in two-way communication and striking a balance between open and closed questions are effective methods for improving sales success.

Accepted Answer

Research has shown that engaging in two-way communication and using a mix of open and closed questions can help to build rapport with customers and increase sales success. Open-ended questions encourage customers to share more information and provide valuable insights, while closed questions can help to clarify specifics and guide the conversation towards a sale. Striking a balance between both types of questions can help to create a more effective sales strategy.

Question 16

Customer service provides little opportunity to add value.

Accepted Answer

Customer service provides ample opportunity to add value to a customer's experience through personalized assistance, problem-solving, and attentive communication.

Question 17

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

Whether to go through all four parts of the Consultative Sales Presentation Guide during the initial contact or in subsequent calls depends on the individual situation and customer needs. It may not always be necessary or appropriate to cover all four parts in one go.

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

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 20

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 not only the product, but also the company and themselves to add value to the overall sale.

Quiz 11: Determining Customer Needs With a Consultative Questioning Strategy