Sales Chapter 4

Front 1

One of the five stages of questions in the ADAPT questioning system used to ‘‘activate’’ the customer’s interest in solving discovered problems by helping him or her gain insight into the true ramifications of the problem and to realize that what may initially seem to be of little consequence is, in fact, of significant consequence.

Back 1

activation questions

Front 2

The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers.

Back 2

active listening

Front 3

A questioning system that uses a logic-based funneling sequence of questions, beginning with broad and generalized inquiries designed to identify and assess the buyer’s situation; it is an acronym for the five stages of strategic questioning: assessment questions, discovery questions, activation questions, projection questions, and transition questions.

Back 3

ADAPT

Front 4

One of the five stages of questions in the ADAPT questioning system that do not seek conclusions but rather should address the buyer’s company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual.

Back 4

assessment questions

Front 5

A directive form of questioning; they ask the customer to choose from two or more options.

Back 5

dichotomous questions

Front 6

One of the five stages of questions in the ADAPT questioning system that follow up on the assessment questions; they should drill down and probe for further details needed to fully develop, clarify, and understand the nature of the buyer’s problems.

Back 6

discovery questions

Front 7

Questions that use the open- and closed-end question formats to gain confirmation and to uncover attitudes, opinions, and preferences held by the prospect.

Back 7

evaluative questions

Front 8

One of the four types of questions in the SPIN questioning system that follow and relate to the information flowing from problem questions; they are used to assist the buyer in thinking about the potential consequences of the problem and understanding the urgency of resolving the problem in a way that motivates him or her to seek a solution.

Back 8

implication questions

Front 9

One of the four types of questions in the SPIN questioning system that are based on the implications of a problem; they are used to propose a solution and develop commitment from the buyer.

Back 9

need-payoff questions

Front 10

Questions designed to let the customer respond freely; the customer is not limited to one-or two-word answers but is encouraged to disclose personal and/ or business information.

Back 10

open-end questions

Front 11

Questions designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.

Back 11

probing questions

Front 12

One of the four types of questions in the SPIN questioning system that follow the more general situation questions to further probe for specific difficulties, developing problems and areas of dissatisfaction that might be positively addressed by the salesperson’s proposed sales offering.

Back 12

problem questions

Front 13

One of the five stages of questions in the ADAPT questioning system used to encourage and facilitate the buyer in ‘‘projecting’’ what it would be like without the problems that have been previously ‘‘discovered’’ and ‘‘activated.’’

Back 13

projection questions

Front 14

Questions that refer to or directly result from information previously provided by the other party.

Back 14

reactive questions

Front 15

A form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages.

Back 15

serious listening

Front 16

One of the four types of questions in the SPIN questioning system used early in the sales call that provides salespeople with leads to fully develop the buyer’s needs and expectations.

Back 16

situation questions

Front 17

An informal mode of listening that can be associated with day-to-day conversation and entertainment.

Back 17

social listening

Front 18

A questioning system that sequences four types of questions designed to uncover a buyer’s current situation and inherent problems, enhance the buyer’s understanding of the consequences and implications of those problems, and lead to the proposed solution; it is an acronym for the four types of questions making up the multiple choice sequence: situation questions, problem questions, implication questions, and need-payoff questions

Back 18

SPIN

Front 19

Questions used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.

Back 19

tactical questions

Front 20

One of the five stages of questions in the ADAPT questioning system used to smooth the transition from needs discovery into the presentation and demonstration of the proposed solution’s features, advantages, and benefits.

Back 20

transition questions

Front 21

Andrew is a salesperson who asks a lot of questions but rarely gets more than one or two word answers. Andrew may be asking too many ________ questions.
a. open-ended
b. closed-ended
c. evaluative
d. tactical
e. probing

Back 21

b. close-ended questions

Front 22

How long has this been a problem?" is an example of a(n) ________ question.
a. probing
b. evaluative
c. reactive
d. tactical
e. None of these are correct.

Back 22

b. evaluative

Front 23

Questions designed to redirect the conversation are referred to as ________ questions.
a. probing
b. evaluative
c. reactive
d. tactical
e. None of these are correct.

Back 23

d. tactical

Front 24

A salesperson who asks a probing question in response to a buyer's complaint is asking a(n) ________ question.
a. closed-ended
b. evaluative
c. reactive
d. tactical
e. None of these are correct.

Back 24

c. reactive

Front 25

A salesperson may use questions strategically to ________.
a. generate buyer involvement
b. gather information
c. advance the sales
d. gain confirmation
e. All of these choices are correct.

Back 25

e. all of these are correct

Front 26

With respect to SPIN, questions designed to get the buyer thinking about the consequences of a problem are called ________ questions.
a. situation
b. problem
c. assessment
d. activation
e. implication

Back 26

e. implication

Front 27

A salesperson asking a buyer to think about what life would be like if the problem was gone, would be asking which type of ADAPT question?
a. Assessment
b. Implication
c. Projection
d. Transition
e. Activation

Back 27

c. projection

Front 28

A salesperson who uses SIER model when listening is engaged in ________.
a. selling
b. active listening
c. questioning
d. SPIN
e. None of these are correct.

Back 28

b. active listening

Front 29

Successful salespeople will pay attention to a buyer's body language because body language ________.
a. often conveys more meaning than verbal language
b. because it tells them when the buyer is ready to buy
c. is easier to read and understand than verbal language
d. is the same across cultures
e. All of these choices are correct.

Back 29

a. often conveys more meaning than verbal language

Front 30

Which of the following voice characteristics may be altered to change the meaning of a verbal message?
a. pitch or frequency
b. loudness
c. speech rate
d. intensity
e. All of these choices are correct.

Back 30

e. all of these choices are correct

Front 31

The only type of questions salespeople usually use are probing questions.

True
False

Back 31

False

Front 32

A salesperson may use questions strategically to achieve objectives other than "getting the sale."

True
False

Back 32

True

Front 33

"How does that problem affect your business?" is an example of an implication question.

True
False

Back 33

True

Front 34

Projection questions are similar to need-payoff questions.

True
False

Back 34

True

Front 35

Active listening requires the listener to be good at responding to the talker.

True
False

Back 35

True

Front 36

Pictures are usually more efficient at conveying meaning than words.

True
False

Back 36

True

Front 37

Grammar is important to written communication but it is not all that important to verbal communication.

True
False

Back 37

True

Front 38

When engaged in face-to-face communication, it doesn't matter how close you stand to the other party as long as you are within 12 feet.

True
False

Back 38

False

Front 39

A person can alter the meaning of verbal communication by modifying the pitch in his or her voice.

True
False

Back 39

True

Front 40

A person can not alter the meaning of verbal communication without altering the words they use.

True
False

Back 40

False