Selling Today: Partnering to Create Value, 14e (Manning/Ahearne/Reece)
Chapter 11 Determining Customer Needs With a Consultative Questioning Strategy
1) Taking the time to carefully solve the buyer’s problem will set the stage for which of the
following?
A) spending more time qualifying buyers
B) closing more sales
C) managing the pipeline more efficiently
D) prospecting more efficiently
E) outlining strategy
2) What is the LEAST likely result of a salesperson who exhibits consultative problem-solving
skills?
A) increased customer satisfaction
B) increased number of closed sales
C) increased business referrals
D) decreased transactional sales
E) decreased order cancellations
3) Which of the following is the last part of the Consultative Sales Presentation Guide?
A) selection of the solution
B) servicing the sale
C) need satisfaction
D) need discovery
E) strategic planning
4) How can Jeannie use a consultative model to sell Meli Kinaua’a swimsuits to boutiques?
A) Find out what needs the boutiques have that Meli Kinaua’a suits will fill.
B) Describe the reasons Meli Kinaua’a suits are superior to other lines.
C) Work with boutiques to develop new suits that will sell better.
D) Consider selling to big-box stores that don’t carry swimsuits.
E) Give large discounts to get boutiques to try Meli Kinaua’a suits.
5) Why is the ability to track purchases by song mix so important for Ferrante’s clients?
A) Ferrante sells cheaper custom mixes than standard soundtracks available from other vendors.
B) It allows the clients to shape the store brand with music.
C) It gives the clients information on their competitors’ products and services.
D) It allows the clients to increase sales by playing the songs that stimulate purchases.
E) It requires the clients to play certain songs no more than a few times in a shift.
6) Consultative selling focuses on identification of the customer’s problem and finding a
solution.
7) In most cases, firms profit from the first two sales made to customers, and their profits drop
significantly on additional sales.
8) Which stage of the consultative sales process most likely increases a salesperson’s
opportunities to build repeat business?
A) need discovery
B) solution selection
C) need satisfaction
D) sale servicing
E) approach
9) Which of the following most likely occurs during the need-discovery stage of the consultative
sales process?
A) matching benefits with product offerings
B) conducting product configurations
C) modifying a product solution
D) establishing buying motives
E) conducting a sales presentation
10) The salesperson makes statements that add value during the need satisfaction stage of the
consultative sales process by:
A) questioning the customer about their needs
B) informing, persuading, or reminding the customer of the correct product or service for them
C) empathizing and identifying with the customer to establish rapport
D) asking for the sales directly
E) servicing the customer after they have purchased initially
11) Product configuration is the stage of the consultative sales process known as:
A) adaptive selling
B) need discovery
C) selection of the solution
D) need satisfaction
E) servicing the sale
12) Of the following, what is the first thing John should do after hearing about the recent
situation?
A) Choose equipment for the city that will solve the sanitation director’s problem.
B) Ask questions to find out what the sanitation director’s needs are.
C) Persuade the sanitation director to purchase the equipment.
D) Confirm the sale with the sanitation director.
E) Create value for the sanitation director by servicing the sale.
13) Which part of the need-satisfaction model is John performing when he explains to the
sanitation director why the equipment he has selected will fulfill his needs?
A) Part 1: Need Discovery
B) Part 2: Selecting a Solution
C) Part 3: Need Satisfaction
D) Part 4: Servicing the Sale
E) Part 5: Leveraging Referrals
14) How is servicing the sale going to be the major way for John Alexander to create value?
A) Post-sale service from John and other Nordic Fox employees will make sure the sanitation
employees can operate the machinery well, which will solve the sanitation director’s problem.
B) By keeping in touch with the sanitation director after the sale, John may lower development
costs.
C) John will personally train the employees on operating the machinery to ensure that safety is a
priority.
D) By providing excellent post-sale service, John can charge more for the equipment, which
increases profits for Arctic Fox.
E) The more service John provides to the sanitation director, the less likely that reminder
presentations will be necessary.
15) Need identification begins during the approach, if the salesperson uses a survey during the
initial contact with the customer.
16) 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.
17) “Servicing the Sale” is the fourth part of the need-satisfaction model.
18) Through ________, a salesperson establishes two-way communication by asking questions
and actively listening to the customer.
19) List and discuss the four major parts of the need-satisfaction model.
20) 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
21) 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
22) 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
23) Which type of questions are most likely used in conjunction with company supplied forms
and are often used in service, retail, wholesale, and manufacturing selling?
A) preplanned
B) problem
C) implication
D) organization
E) specific benefit
24) The dimensions of need discovery usually begin with:
A) asking appropriate questions
B) configuring a solution
C) listening to customer response
D) establishing a buying motive
E) acknowledging customer response
25) Trish asks her customer, “Who do you buy your supplies from now?” Which type of question
is this?
A) confirmation
B) probing
C) survey
D) need–satisfaction
E) referral
26) Which type of question is best for clarifying and gaining commitment on several buying
conditions?
A) open
B) closed
C) probing
D) summary–confirmation
E) need–satisfaction
27) Which term refers to qualifications that must be available or fulfilled before a sale can be
closed?
A) purchasing goals
B) product configurations
C) sales satisficers
D) value components
E) buying conditions
28) Need-satisfaction questions are designed to focus on:
A) emotional links with a product
B) benefits of a solution
C) bridge statements
D) persuasive words
E) product features
29) According to the research of Neil Rackham, which stage of the sales process has the most
impact on a buyer’s decision to purchase a product?
A) pre–approach
B) solution selection
C) need discovery
D) sales presentation
E) product configuration
30) Which of the following is an example of a probing question?
A) “How much time do you currently spend on the telephone?”
B) “What type of security system do you currently use?”
C) “Would you like me to write up the order to ensure quick delivery?“
D) “How does upper management feel about the employee turnover rate?”
E) “May I show you how our product works with your current offerings?”
31) A major reason for asking survey questions is to:
A) find out if the customer possesses a viewpoint that may hinder a sale
B) find out if your message is getting through to the prospect
C) qualify the prospect for making a purchase
D) confirm that the prospect understands the basic facts about the product
E) collect basic facts about the buyer’s existing situation and problem
32) Which of the following is a survey question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the most common swimsuit sizes sold to guests at the resort?
D) Is it correct that the swimsuit lines you currently stock do not appeal to older women?
E) What if we could give you a line to sell that is luxurious but also looks as good on older and
bigger women as it does on smaller women?
33) Which of the following is a probing question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the most common swimsuit sizes sold to guests at the resort?
D) What colors and sizes are primarily sold in your boutique?
E) Do you experience a fluctuation of sales throughout the year?
34) Which of the following is a confirmation question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the shapes and sizes of the guests at the resort?
D) So, the swimsuit lines you currently stock do not sell to larger or older customers?
E) What if we could give you a line to sell that is luxurious but also looks as good on older and
bigger women as it does on smaller women?
35) Which of the following is a need-satisfaction question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Do the bigger guests buy the swimsuits you currently sell?
C) What are the shapes and sizes of the guests at the resort?
D) So, the swimsuit lines you currently stock do not sell to larger or older customers?
E) What if we could give you a line of suits that could increase your sales by 20%, would that be
valuable?
36) Which of the following is a survey question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register
doesn’t take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider correlate songs and purchases?
D) Does knowing the song playing at the moment the customer gets to the register give you the
information you really need to create an effective mix?
E) Would it help you to track songs as customers browse and shop?
37) Which of the following is a probing question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register
doesn’t take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop?
E) Does knowing the song playing at the moment the customer gets to the register give you the
information you really need to create an effective mix?
38) Which of the following is a confirmation question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register
doesn’t take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop, as well as tracking
mixes that lead to the actual purchase?
E) Does knowing the song playing at the moment the customer gets to the register give you the
information you really need to create an effective mix?
39) Which of the following is a need-satisfaction question Jeff can ask the merchandising
manager?
A) If I understand you, knowing only the song playing when the customer reaches the register
doesn’t take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of
purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop, as well as tracking
mixes that lead to the actual purchase, to be able to mix songs for better sales?
E) Does knowing the song playing at the moment the customer gets to the register give you the
information you really need to create an effective mix?
40) The question, “Do you use spreadsheet software?” is an example of a probing question.
41) Probing questions help you to uncover and clarify the prospect’s buying problem and the
circumstances surrounding the problem.
42) “Would this computer software meet your current business needs?” is an example of a
confirmation question.
43) According to research, engaging in two-way communication and striking a balance between
open and closed questions are effective methods for improving sales success.
44) ________ questions are intended to discover basic facts about a prospect’s problem and
existing situation.
45) ________ questions require a prospect to go beyond a simple yes/no response.
46) “How do you feel about using a computer to keep your expense records?” is an example of
a(n) ________ question.
47) ________ questions help us to determine if there is mutual understanding of the problems
and circumstances the customer is experiencing.
48) List and describe the four most common types of questions used in the field of personal
selling.
49) 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
50) 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
51) Confirmation questions are most likely intended to reveal:
A) mutual understanding
B) pain and implications
C) problems and situations
D) negotiation capabilities
E) pleasure satisfaction
52) According to the Action Selling training course, the key to sales success is:
A) telling customers about product benefits
B) asking customers effective questions
C) closing deals with customers
D) providing adequate reasoning
E) making many sales calls
53) Action Selling claims that there is a higher rate of successfully closing a sale when a
salesperson can:
A) introduce the product within the first five minutes of conversation
B) persuade the customer to buy an unnecessary product
C) uncover two or more needs during questioning
D) summarize the technical details of installation
E) customize product offerings at a low cost
54) A salesperson can do which of the following through the use of careful active listening
techniques?
A) rely on customer information stored in a CRM
B) design a persuasive product presentation
C) present a product to an unwilling buyer
D) select a solution that creates the correct product configuration
E) uncover buyer needs and establish buyer motives
55) Which of the following LEAST likely indicates that John is engaged in actively listening to
the sanitation director?
A) paraphrasing the director’s comments
B) asking the director various questions
C) nodding in agreement when appropriate
D) telling the director about product features
E) taking notes during the discussion
56) What is John Alexander most likely to discuss with the sanitation director in hopes of closing
the sale?
A) John is likely to discuss the training plan for the operators of the snow removal machines
once the machines arrive.
B) John is likely to discuss a discount for purchasing the snow removal machines before
November 15.
C) John is likely to discuss the fact that he and the sanitation director attended the same
university and had the same professors.
D) John is likely to discuss the stress the sanitation director must have felt during the inquiry into
the department’s handling of the snow removal after the big storm.
E) John is likely to discuss the weaknesses of the snow removal machines the department
currently owns.
57) Paraphrasing the customer‘s meaning is an attempt to repeat the same words used by the
customer.
58) A well-prepared salesperson will not find it necessary to recommend that a prospect purchase
a product from another source.
59) Developing a listening attitude is the starting point of learning to listen.
60) ________ is the process of sending back to the prospect what you as a listener think the
person meant.
61) List and describe three practices that develop active listening skills.
62) Although it seems counterintuitive, one way to strengthen a customer relationship is to
recommend that the customer:
A) purchase large volumes
B) purchase from another source
C) pay a higher price
D) implement new services
E) expand operations
63) A sales presentation that emphasizes factual information often taken from technical reports,
company-prepared sales literature, or written testimonials from persons who have used the
product is known as a(n) ________ presentation.
A) technical
B) probing
C) informative
D) persuasive
E) reminder
64) A(n) ________ presentation is used by salespeople to ensure that current customers maintain
an ongoing awareness and familiarity with a product.
A) technical
B) probing
C) informative
D) persuasive
E) reminder
65) If a customer needs a solution the salesperson does not have available, recommending a
competing company’s solution will most likely:
A) increase the customer‘s trust in the salesperson
B) destroy the customer’s relationship with the salesperson
C) lead to a joint partnership between the two firms
D) persuade the customer to buy the salesperson’s solution
E) reinforce the need to engage in more transactional sales
66) Salespeople should most likely make benefit statements that:
A) cannot be matched by competitors
B) match the specific needs of the customer
C) match the needs of the typical buyer
D) are similar in every presentation
E) align with recent research
67) A salesperson who represents a company with many products will most likely need to:
A) ask the customer many summary questions
B) sell the customer the most popular products
C) configure an appropriate solution for the customer
D) create value by including all products in the solution
E) engage in transitioning during the sales presentation
68) If the customer is aware of the problem and the salesperson sells a product that can solve the
problem, the salesperson should:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for a future meeting
D) recommend the solution immediately
E) define the problem and recommend multiple options
69) In a situation in which the customer may not be fully aware of a problem, the salesperson
will most likely need to:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for another meeting
D) recommend a configured solution immediately
E) define the problem and recommend the solution
70) If the customer’s problem is not solved by any of the products or services the salesperson
sells, then it is most appropriate for the salesperson to:
A) recommend another source
B) ask more summary questions
C) request a second meeting in the future
D) repeat the need–satisfaction presentation
E) conduct a team–selling presentation to persuade the customer
71) Based on what John learns during the discussion, John realizes that the director has some
unique equipment needs that may involve developing a custom machine. John will most likely
need to:
A) ask more closed questions
B) recommend a competing product
C) develop a complex sales package
D) use persuasive communication skills
E) engage in product configuration
72) Customer service provides little opportunity to add value.
73) Note taking is necessary in every sales presentation because it demonstrates active listening.
74) An informative presentation is a type of need-satisfaction presentation.
75) Tom Reilly, author of Value-Added Selling, says, “Value–added salespeople sell three things:
the product, the company, and themselves.”
76) Questions asked at the beginning of a presentation tend to be more general than are those
asked at the end.
77) Salespeople are selling a solution to a customer’s problem.