Question 1

Which of these statements about the customer benefit approach is NOT true?
A) The salesperson should never ask a question that implies the product will benefit the prospect.
B) The salesperson should avoid anticipating the prospect's response.
C) The salesperson should not consider using a question instead of a benefit approach if he or she is already aware of the prospect's needs.
D) The salesperson should not use the customer's response as a reference point later in the presentation.
E) The customer benefit approach is a weak opening and must be used in conjunction with another approach to be effective.

Accepted Answer

The answer of Which of these statements about the customer...

Question 2

"Do you know why you should be using a synthetic motor oil in your new Corvette?" the service manager asked Domenic when he brought his new car to the Chevy dealership for a routine service.What type of approach is the service manager using?
A) product
B) opinion
C) curiosity
D) SPIN
E) customer benefit

Accepted Answer

The service manager is using a curiosity approach by asking a question that piques Domenic's interest and encourages him to engage in a conversation about the benefits of synthetic motor oil.

Question 3

"You're saying that automobile quality and service are less important to you than price?" What kind of question is this an example of?
A) direct
B) rephrasing
C) redirect
D) nondirective
E) product-specific

Accepted Answer

The answer of "You're saying that automobile quality and service...

Question 4

Which of the following statements may earn the salesperson the right to the prospect's time and attention?
A) implying that your product will save money for the prospect's company
B) expressing a sincere desire to solve the prospect's problem
C) exhibiting business knowledge
D) displaying a "service" attitude
E) all of these choices are correct

Accepted Answer

All of these choices are important in earning the prospect's time and attention. Implying that the product will save money shows value, expressing a sincere desire to solve the prospect's problem shows empathy and a customer-centric approach, exhibiting business knowledge shows expertise and credibility, and displaying a "service" attitude shows a willingness to help and support the customer. All of these factors combined can help establish trust and build a relationship with the prospect, increasing the likelihood of a successful sale.

Question 5

What type of question is designed to elicit a "yes" or "no" response from a prospect?
A) redirect
B) direct
C) nondirective
D) rephrasing
E) participative

Accepted Answer

A direct question is designed to elicit a "yes" or "no" response from a prospect.

Question 6

Sergi began his sales presentation by saying,"I'm new at selling safety equipment,so I was wondering if you could tell me what you believe are the attributes of our product that helps you be our number one re-seller." What kind of approach is Sergi using with his customer?
A) customer centric approach
B) low-profile approach
C) FAB approach
D) customer knowledge approach
E) opinion approach

Accepted Answer

Sergi is using the opinion approach by asking the customer for their thoughts on the product's attributes, which engages the customer and makes them feel valued.

Question 7

Karen sells cars at a local dealership.She notices a potential customer looking carefully at a convertible red sports car.She approaches the potential customer,introduces herself and asks; "What features are you looking for in a sports car?" What kind of probe is Karen using?
A) direct
B) redirect
C) rephrasing
D) participative
E) open-ended

Accepted Answer

Karen is using an open-ended probe by asking "What features are you looking for in a sports car?" This allows the potential customer to give a detailed answer and provides Karen with useful information to help her sell the customer a car.

Question 8

Francois,a sales representative for an accounting software service provider will be making a sales call on Martin,Smith and Dhillon Ltd a local accounting firm.He will be meeting the procurement officer in the next couple of days to demonstrate the value added his product line provides.The day before the meeting,he had a bunch of balloons and a note that said,"Friday will be your lucky day," sent to accounting firm's procurement officer.What kind of approach is Francois using?
A) curiosity
B) product
C) opinion
D) SPIN
E) customer benefit

Accepted Answer

Francois is using the curiosity approach by sending balloons and a note that teases the recipient without giving away too much information. This can pique the recipient's interest and make them more receptive to the upcoming sales call.

Question 9

"So,what you are saying is that at the end of the day,low maintenance costs are the most important feature in determining your buying decision - correct?" What kind of question is this an example of?
A) rephrasing
B) direct
C) redirect
D) nondirective
E) participative

Accepted Answer

The answer of "So,what you are saying is that at...

Question 10

Which of the following should a salesperson consider when using questions in a sales presentation?
A) how to get directly to the point
B) how to be direct, forceful, and positive
C) how to anticipate possible responses by the prospect
D) how to concentrate on a product's advantages and features
E) how to accept the fact that the prospect is likely to give a positive response

Accepted Answer

When using questions in a sales presentation, a salesperson should consider how to anticipate possible responses by the prospect. By doing so, they can be prepared to address any objections or concerns the prospect might have and tailor their presentation accordingly. Being direct, forceful, and positive can be helpful, but it is not the only consideration. Getting directly to the point is also important, but it should be done in a way that is tailored to the individual prospect. Concentrating on a product's advantages and features is important, but questions should be used to draw out the prospect's needs and desires and show how the product can meet those needs. Accepting the fact that the prospect is likely to give a positive response is unrealistic - the prospect may have objections or concerns that need to be addressed.

Question 11

Which of the following guidelines is one of the basic rules given in the text for using questions?
A) Show the prospect the product.
B) Leave if you get a negative answer.
C) Carefully listen to the answer.
D) If the prospect pauses in his answer, answer for him.
E) None of these choices are correct.

Accepted Answer

The text states that a basic rule for using questions is to carefully listen to the prospect's answer. This allows you to understand their needs and tailor your pitch accordingly. Choices A, B, and D are not basic rules for using questions and can actually harm your sales efforts. Choice E is incorrect as there is at least one correct answer.

Question 12

Which of the following statements about direct questions is true?
A) Tends to need fairly lengthy and detailed responses
B) Tend to be useful in directing the customer towards a very broad set of topic
C) Tends to provide the salesperson with insights about the prospect's true needs
D) "May I help you?" is a good example of a direct question
E) "Mr. Smith, are you interested in saving 20% in labour costs?" is a good example of a direct question

Accepted Answer

Direct questions are specific and seek a straightforward response, as exemplified by the question about saving 20% in labor costs.

Question 13

While planning a sales call,Sheila makes notes on the buyer she's meeting with,confirms her appointment,checks her directions and prepares a list of questions.What is Sheila likely doing?
A) experiencing sales reluctance
B) over planning
C) going over an approach checklist
D) wasting valuable time
E) most like she is a new salesperson

Accepted Answer

Sheila is going over an approach checklist, which includes notes on the buyer, appointment confirmation, direction checking, and question preparation. This is a common and important practice in sales to ensure a successful meeting.

Question 14

Which of the following is NOT one of the categories of questions discussed by the text?
A) participative
B) direct
C) redirect
D) open ended
E) rephrasing

Accepted Answer

The text discusses four categories of questions: direct, redirect, open ended, and rephrasing. Participative is not one of the categories mentioned.

Question 15

If you walk into your prospect's office and she says "I'm sorry,but there is no use in us talking.I'm satisfied with my current suppliers.Thanks for coming by." What kind of question would you use to potentially change this negative scenario?
A) direct
B) nondirective
C) rephrasing
D) directional
E) redirect

Accepted Answer

In this scenario, using a redirect question would be the best approach to potentially change the negative scenario. A redirect question can redirect the conversation to a different topic or angle, providing an opportunity to find a common ground or new ways to add value.

Question 16

Which of the following is NOT a suggestion for making a favourable first impression?
A) Be neat in dress and grooming
B) Be enthusiastic and positive toward the interview
C) Maintain eye contact with the prospect
D) Bring a hot cup of coffee for the buyer as a friendly gesture
E) Wear appropriate business clothes

Accepted Answer

Bringing a hot cup of coffee for the buyer may not be appropriate as it assumes that the buyer wants or likes coffee, and may come off as presumptuous or unprofessional. It is better to focus on making a good impression through professional attire, a positive attitude, and maintaining eye contact.

Question 17

Which of the following questions are examples of a direct question?
A) "Do you want to save money on input costs?"
B) "How will you use this forged steel trowel?"
C) "Why do you need such a warranty with your refrigeration system?"
D) "What features are you looking for in an office file system?"
E) "Where will you use this security light?"

Accepted Answer

The answer of Which of the following questions are examples...

Question 18

Which of the following is an example of some of the benefits of using probing techniques by sales professionals?
A) obtaining information from the prospect
B) controlling the motivation of the prospect
C) maintaining one-way communication
D) limiting prospect participation
E) creating a buyer-seller chain of command

Accepted Answer

Probing techniques are used by sales professionals to obtain information from the prospect. This helps in understanding the prospect's needs, motivations, and preferences better, which can be used to tailor the sales pitch and increase the chances of a successful sale. Controlling the motivation of the prospect, maintaining one-way communication, limiting prospect participation, and creating a buyer-seller chain of command are not the benefits of using probing techniques, but rather represent a pushy sales approach that is likely to put off potential customers.

Question 19

A salesperson for a security company walks into a prospect's office and says; "Did you know that according to a recent RCMP study,10 percent of your employees have stolen something tangible from your company?" What kind of opening question approach is the salesperson using?
A) curiosity
B) testimonial
C) shock
D) valid statement
E) scare-tactic

Accepted Answer

The salesperson is using a shock tactic to grab the prospect's attention and create a sense of urgency or concern about the security of their company. This approach may make the prospect more willing to hear about the security solutions the salesperson has to offer.

Question 20

John is very much interested in learning more about the prospect's business and asks several questions designed to provide John with insights about the prospect's business opportunities and challenges.Which of the following develops two-way communication and increases the prospect's participation?
A) Use rephrasing questions
B) Use redirect questions
C) Use probes
D) Use trial closes
E) Use leading questions

Accepted Answer

Probes are open-ended questions that encourage the prospect to provide detailed information and insights about their business. This type of questioning promotes two-way communication and involvement from the prospect. Rephrasing, redirecting, leading questions, and trial closes may not necessarily encourage as much participation from the prospect.

Quiz 8: The Approach: Begin Your Presentation Strategically

Which of these statements about the customer benefit approach is NOT true?

"Do you know why you should be using a synthetic motor oil in your new Corvette?" the service manager asked Domenic when he brought his new car to the Chevy dealership for a routine service.What type of approach is the service manager using?

"You're saying that automobile quality and service are less important to you than price?" What kind of question is this an example of?

Which of the following statements may earn the salesperson the right to the prospect's time and attention?

What type of question is designed to elicit a "yes" or "no" response from a prospect?

Sergi began his sales presentation by saying,"I'm new at selling safety equipment,so I was wondering if you could tell me what you believe are the attributes of our product that helps you be our number one re-seller." What kind of approach is Sergi using with his customer?

Karen sells cars at a local dealership.She notices a potential customer looking carefully at a convertible red sports car.She approaches the potential customer,introduces herself and asks; "What features are you looking for in a sports car?" What kind of probe is Karen using?

"So,what you are saying is that at the end of the day,low maintenance costs are the most important feature in determining your buying decision - correct?" What kind of question is this an example of?

Which of the following should a salesperson consider when using questions in a sales presentation?

Which of the following guidelines is one of the basic rules given in the text for using questions?

Which of the following statements about direct questions is true?

While planning a sales call,Sheila makes notes on the buyer she's meeting with,confirms her appointment,checks her directions and prepares a list of questions.What is Sheila likely doing?

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

If you walk into your prospect's office and she says "I'm sorry,but there is no use in us talking.I'm satisfied with my current suppliers.Thanks for coming by." What kind of question would you use to potentially change this negative scenario?

Which of the following is NOT a suggestion for making a favourable first impression?

Which of the following questions are examples of a direct question?

Which of the following is an example of some of the benefits of using probing techniques by sales professionals?

A salesperson for a security company walks into a prospect's office and says; "Did you know that according to a recent RCMP study,10 percent of your employees have stolen something tangible from your company?" What kind of opening question approach is the salesperson using?

John is very much interested in learning more about the prospect's business and asks several questions designed to provide John with insights about the prospect's business opportunities and challenges.Which of the following develops two-way communication and increases the prospect's participation?