Consultative Selling Exam Solutions
Course Introduction
Consultative Selling focuses on a customer-centric sales approach that emphasizes building relationships, understanding client needs, and delivering tailored solutions. This course explores techniques for active listening, effective questioning, and strategic communication to uncover customer challenges and align products or services accordingly. Students will learn how to foster trust, present value propositions, handle objections, and negotiate successful outcomes. Through real-world case studies and role-playing exercises, participants will gain practical skills for engaging clients as trusted advisors and driving long-term sales success in diverse industries.
Recommended Textbook
SELL 4th Edition by Thomas N. Ingram
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11 Chapters
1522 Verified Questions
1522 Flashcards
Source URL: https://quizplus.com/study-set/610
Page 2
Chapter 1: Overview of Personal Selling
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126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/11530
Sample Questions
Q1) Careful listening is required when using the mental-states selling approach to determine which stage the buyer is in at a given point in time.
A)True
B)False
Answer: True
Q2) Salespeople have contributed to the economic growth of the United States in two basic ways:
A) By stimulating economic transactions and encouraging research and development.
B) By bringing producers news about the state of the market and introducing new products to people in rural areas.
C) By stabilizing economic transactions and assisting in recovery cycles.
D) By sustaining periods of relative prosperity and developing product awareness among consumers.
E) By stimulating economic transactions and increasing the diffusion of innovation.
Answer: E
Q3) ________________ selling is an extension of needs-satisfaction selling.
Answer: Problem-solving
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Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/11531
Sample Questions
Q1) Susan is a new sales rep who does not yet possess a great deal of product knowledge.She is often asked questions to which she does not know the answer.By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:
A) An expert
B) Candid
C) Compatible
D) Competent
E) Helpful Answer: B
Q2) Voice mail is probably the best way for salespeople to be accessible to every one of their customers.
A)True
B)False Answer: False
Q3) Anything that is unethical is also illegal.
A)True
B)False Answer: False
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Page 4
Chapter 3: Understanding Buyers
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143 Verified Questions
143 Flashcards
Source URL: https://quizplus.com/quiz/11532
Sample Questions
Q1) Suppose you're working as a salesperson and one of your prospects tells you they are interested in your product because it is the one best suited for performing a particular task.Which of the following needs is the buyer expressing?
A) Situational needs
B) Functional needs
C) Social needs
D) Psychological needs
E) Knowledge needs
Answer: B
Q2) The market in which consumers purchase goods and services for their own use or consumption is called the ____________ market.
Answer: Consumer
Q3) In order to use the multi-attribute model, buyers need to determine the relative importance of each specified characteristic.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Communication Skills
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134 Verified Questions
134 Flashcards
Source URL: https://quizplus.com/quiz/11533
Sample Questions
Q1) The acronym SPIN stands for?
A) Situation questions, Problem questions, Implication questions, and Need-payoff questions.
B) Situation questions, Personal questions, Indication questions, and Need-payoff questions.
C) Similar questions, Personal questions, Impersonal questions, and New questions.
D) Speak to the decision maker, Probe for needs, Identify problem, Never take no for an answer.
E) Speak, Probe, Identify, Need-payoff.
Q2) With respect to ADAPT, "how has that problem affected your customer service?" is an example of a/an ______________ question.
Q3) A salesperson will use Transition questions to move the sales call from the rapport building stage to the needs discovery stage.
A)True
B)False
Q4) Closed-ended questions encourage the customer to respond freely.
A)True
B)False
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6
Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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121 Verified Questions
121 Flashcards
Source URL: https://quizplus.com/quiz/11534
Sample Questions
Q1) Which of the following is not one of the common secondary lead sources?
A) Harris Directory
B) Moody's Industrial Directory
C) Thomas Register of American Manufacturers
D) Standard & Poor's Register of Corporations, Directors, and Executives
E) All of the above are common secondary lead sources
Q2) Although the salesperson will be dealing with the contact, it is extremely important for the salesperson to gain some information on the contact's company prior to making the sales call.
A)True
B)False
Q3) When gathering precall information, the history of the lead's business is not important.
A)True
B)False
Q4) Prospects are typically impressed with salespeople who are prepared and know a lot about them and their company before the first meeting.
A)True
B)False
7
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Chapter 6: Planning Sales Dialogues and Presentations
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138 Verified Questions
138 Flashcards
Source URL: https://quizplus.com/quiz/11535
Sample Questions
Q1) The only objective that should be included in any sales dialogue planning is to "close the sale."
A)True
B)False
Q2) With respect to evaluating sales proposals, ________________confirms the salesperson's thorough understanding of the buyer's business and his or her specific needs and wants.
Q3) Limitations of the canned sales presentation include all of the following except:
A) It may alienate buyers who want to participate in the interaction.
B) Sales resistance may be increased because the prospect's objections cannot be anticipated.
C) It may be awkward to use with a broad product line.
D) It does not handle interruptions well.
E) It fails to capitalize on the salesperson's ability to tailor the message to the prospect.
Q4) When planning for the sales call, the salesperson should develop an agenda.
A)True
B)False
Q5) The first A in ADAPT stands for ________________ questions.
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/11536
Sample Questions
Q1) SPES Sequence is a tool for helping salespeople better manage sales aids in the presentation.
A)True
B)False
Q2) A series of positive response-checks indicates that the buyer:
A) Is concerned about the price
B) Wants to discuss the price
C) Is nearing a purchase decision
D) Will purchase the product
E) Will not purchase the product
Q3) Creating value and generating confirmed benefits are major objectives of the SPIN and ___________questioning strategies.
Q4) Sales aids in electronic format such as slides, videos, or multimedia presentations are referred to as _________ materials.
Q5) When selling to groups, a salesperson should only make eye contact with the buyer or decision maker.
A)True
B)False
Q6) An anecdote is a specific type of a/an __________________
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Chapter 8: Addressing Concerns and Earning Commitment
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138 Verified Questions
138 Flashcards
Source URL: https://quizplus.com/quiz/11537
Sample Questions
Q1) "Your prices are too high" is probably the most common type of objection.
A)True
B)False
Q2) After a buyer expresses an objection, it is inappropriate for the salesperson to ask the buyer probing questions.
A)True
B)False
Q3) One of the reasons (provided the text)that prospects raise objections is "the salesperson has failed to prospect and ______________an properly)."
Q4) When attempting to understand the objection the buyer is trying to express, the salesperson should:
A) Avoid making assumptions about what the buyer is going to say.
B) Engage in active listening.
C) Confirm his/her understanding of the objection with the buyer.
D) All of the above
E) None of the above
Q5) _____________refers to a buyer's objections to a product or service during the sales presentation.
Q6) The first step in the LAARC method for handling resistance is to ___________.
Page 10
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Chapter 9: Expanding Customer Relations
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140 Verified Questions
140 Flashcards
Source URL: https://quizplus.com/quiz/11538
Sample Questions
Q1) One of the first things the salesperson should do when dealing with a complaint is let the customer vent.
A)True
B)False
Q2) ______________refers to the process of converting new customers into lifetime customers by continually adding value to the product.
Q3) Suppose you're a salesperson for an industrial machine manufacturer.How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?
A) When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase.
B) Avoid calling on the customers unless you have something you think they'd be interested in purchasing.
C) Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.
D) Avoid talking with anybody else in the organization other than the buyer.
E) All the above are correct.
Q4) CRM is an acronym for _______________ _______________
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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154 Verified Questions
154 Flashcards
Source URL: https://quizplus.com/quiz/11539
Sample Questions
Q1) Placing existing customers and prospects in categories based on their sales potential is called ____.
A) Territory management
B) Prospecting
C) Account classification
D) Customer management
E) Sales management
Q2) Which of the following is not a source of information a salesperson can access when engaged in territory analysis and account classification?
A) Individual company web sites
B) Trade directories
C) Professional associations
D) Public libraries
E) All the above are valid sources
Q3) CRM applications are very similar to the spreadsheet applications.
A)True
B)False
Q4) The process of placing existing customers and prospects into categories based on their sales potential is called ____________ classification.
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Chapter 11: Sales Management and Sales 20
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186 Verified Questions
186 Flashcards
Source URL: https://quizplus.com/quiz/11540
Sample Questions
Q1) Before Jim, a sales manager, can begin thinking about "developing the sales force," he needs to first define the strategic role of the selling function.
A)True
B)False
Q2) The most widely used system for dividing responsibility is to organize the sales force on the basis of geographic territories.
A)True
B)False
Q3) Susan is classifying her accounts into categories so that she can develop the appropriate relationship strategy for each category. Susan is working on her account targeting strategy.
A)True
B)False
Q4) Giving salespeople continuous feedback in a positive manner is a sales management "best practice."
A)True
B)False
Q5) CRM stands for __________________________________________.
Q6) _____________is a written summary of the job.
Page 13
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