93) When introduced to the prospect, Jason said, “I’ll have to admit that I am new to selling
landscape equipment, but I do want to learn as much as I can. What do you think is the most
important tool for a professional landscaper to own?” Jason was using the ________ approach.
A) curiosity
B) low-profile
C) FAB
D) customer knowledge
E) opinion
94) Dane Geoffrey sells pollution masks. He asks a prospect,” Did you know that five out of ten
people die of lung cancer each year?” Identify the approach used by Dane.
A) Product
B) Opinion
C) Curiosity
D) Shock
E) Customer benefit
95) Which approach technique is best suited for inexperienced salespeople?
A) Product
B) Demonstration
C) Direct question
D) SPIN
E) Opinion
96) All of the following are benefits of the opinion approach EXCEPT:
A) revealing unexplored product opportunities.
B) helping new salespeople to engage prospects.
C) using technology to show product applications.
D) encouraging prospects to discuss their needs.
E) showing appreciation for a prospect’s expertise.
97) A salesperson for a security company walks into a prospect’s office and says, “According to a
recent FBI study, 10 percent of your employees have stolen something tangible from your
company.” The salesperson is most likely using the ________ approach.
A) curiosity
B) testimonial
C) shock
D) proof statement
E) scare-tactic
98) Another name for the SPIN approach is the ________ approach.
A) interrogatory
B) multiple-question
C) FAB
D) need-satisfaction
E) stimulus-response
99) The first category of questions in the SPIN approach is called the ________ question.
A) small-talk
B) situation
C) speculation
D) sustaining
E) strategic
100) Which of the following is an example of a “situation” question that might be used in the
SPIN approach?
A) “Does your computer seem really slow when compared to the one your neighbor owns?”
B) “Are you happy with how your present oven prepares your food?”
C) “How many children under the age of ten live in your apartment building?”
D) “Have your secretaries ever complained about the speed of your copy machine?”
E) “What was your first reaction when your son was diagnosed with asthma?”
101) The second category of question in the SPIN approach is called the ________ question.
A) preamble
B) promotion
C) personal-touch
D) problem
E) product
102) 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?”
103) 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.
104) The third category of question in the SPIN approach is called the ________ question.
A) issue
B) implication
C) indirect
D) intuition
E) indication
105) 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
106) 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
107) 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
108) 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
109) 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
110) 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.
111) 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
112) 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.
113) 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.
114) 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
115) 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.
116) Another name for the direct question is the ________ question.
A) candid
B) mandatory
C) closed-ended
D) stimulus-response
E) problem-solution
117) 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
118) 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
119) 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?”
120) 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
121) Another name for a nondirective question is a(n) ________ question.
A) participative
B) open-ended
C) reciprocal
D) stimulus-response
E) problem-solution
122) “How often do you buy flowers for your wife?” is an example of a ________ question.
A) direct
B) redirect
C) rephrasing
D) participative
E) nondirective
123) “How are you planning on using this table saw?” is an example of a ________ question.
A) direct
B) redirect
C) rephrasing
D) participative
E) nondirective
124) Which of the following is the best example of a nondirective question?
A) “Do you prefer the napkins to be 100 percent cotton or a cotton-polyester blend?”
B) “Did I understand you to say that your family has never taken a vacation?”
C) “Would you agree that the Lexus is one of the best cars on the road today?”
D) “What features are you interested in adding to your swimming pool?”
E) “Will you want your new refrigerator delivered Monday or Tuesday?”