MARKETING 357 - EXAM 2 QUESTIONS
AND ANSWERS 100% PASS
Question 1
Handling Objections:
No Need
Correct Answer
Why:
-80% of customers have needs but lack the desire to satisfy them
-"What's in it for me?" attitude
Tactics to solve:
-Return to initial identification of needs
-Best Strategy: get them to return to the IMPACT of their problems or get them to
further define what those impacts are
Question 2
Solution Stage- Step 2
Correct Answer
Recommend Solution to problem
-match features and benefits with the problem they have
-Don't spew facts
Question 3
Requirement Stage Step 1
Correct Answer
List and confirm needs
-list what they have told you so far and confirm those needs
Page 1 of 84
,Question 4
Confirmation Stage and how many steps
Correct Answer
-Extremely short (60 Seconds)
-Customer is ready for change
- 3 steps
Question 5
Solution Stage
Correct Answer
Talk about product
Question 6
Probing sequence step 2
Correct Answer
Developing probes
-Expand problem once uncovered
-Help customer understand they have a problem (what it is, and that they need to
solve it)
-Make a motivated customer
Question 7
How many steps does the Selling Cycle have (including Substeps)
Correct Answer
22 steps
Page 2 of 84
,Question 8
Probing sequence step 3
Correct Answer
Sequence Probes
-Impact probes are designed to make sure the impact of the problem is fully
understood
-See a catastrophe before it happens (customers walks through steps and
consequences of inaction)
Question 9
Handling objections:
No Trust
Correct Answer
-Don't be manipulative in the process
Tactics to solve:
-Return to trial closes
-Portray that you want to help their business, not just sell them something
-"What can I do to earn your confidence? If given the chance, I will work morning
and night to prove myself"
Question 10
3 steps of Maintenance stage
Correct Answer
1)Review Logistics
-make sure there aren't any issues with delivery, service, or if you've fallen short on
any promises made
-Either everything is great, or everything is NOT great
-Better to bring this up rather than wait for customer to
2)Review the Solution
-Important
-Review all problems uncovered and the plans to solve them step by step
3)Review the change
-Review how the problems are being solved step by step
-How is the program going?
-How is the product working?
Page 3 of 84
, Question 11
Requirement Stage and # of steps
Correct Answer
Customer:
-knows they have problem
-committed to fixing problem
-wants to determine requirements they'll be looking for with a solution
3 steps
Question 12
Selling definition
Correct Answer
taking an idea, planting that idea in your customers' minds, and making them feel
that they thought of it
Question 13
Maintenance stage Additional thoughts
Correct Answer
-take customer's issues seriously
-Good time to ask for referrals (if customer is happy)
Question 14
Additional thoughts on Specification stage
Correct Answer
-You can't solve constraints
-Overly analytical customers can drag out this stage
-Don't rush customer
-Start building early objections to price in this stage
Page 4 of 84
AND ANSWERS 100% PASS
Question 1
Handling Objections:
No Need
Correct Answer
Why:
-80% of customers have needs but lack the desire to satisfy them
-"What's in it for me?" attitude
Tactics to solve:
-Return to initial identification of needs
-Best Strategy: get them to return to the IMPACT of their problems or get them to
further define what those impacts are
Question 2
Solution Stage- Step 2
Correct Answer
Recommend Solution to problem
-match features and benefits with the problem they have
-Don't spew facts
Question 3
Requirement Stage Step 1
Correct Answer
List and confirm needs
-list what they have told you so far and confirm those needs
Page 1 of 84
,Question 4
Confirmation Stage and how many steps
Correct Answer
-Extremely short (60 Seconds)
-Customer is ready for change
- 3 steps
Question 5
Solution Stage
Correct Answer
Talk about product
Question 6
Probing sequence step 2
Correct Answer
Developing probes
-Expand problem once uncovered
-Help customer understand they have a problem (what it is, and that they need to
solve it)
-Make a motivated customer
Question 7
How many steps does the Selling Cycle have (including Substeps)
Correct Answer
22 steps
Page 2 of 84
,Question 8
Probing sequence step 3
Correct Answer
Sequence Probes
-Impact probes are designed to make sure the impact of the problem is fully
understood
-See a catastrophe before it happens (customers walks through steps and
consequences of inaction)
Question 9
Handling objections:
No Trust
Correct Answer
-Don't be manipulative in the process
Tactics to solve:
-Return to trial closes
-Portray that you want to help their business, not just sell them something
-"What can I do to earn your confidence? If given the chance, I will work morning
and night to prove myself"
Question 10
3 steps of Maintenance stage
Correct Answer
1)Review Logistics
-make sure there aren't any issues with delivery, service, or if you've fallen short on
any promises made
-Either everything is great, or everything is NOT great
-Better to bring this up rather than wait for customer to
2)Review the Solution
-Important
-Review all problems uncovered and the plans to solve them step by step
3)Review the change
-Review how the problems are being solved step by step
-How is the program going?
-How is the product working?
Page 3 of 84
, Question 11
Requirement Stage and # of steps
Correct Answer
Customer:
-knows they have problem
-committed to fixing problem
-wants to determine requirements they'll be looking for with a solution
3 steps
Question 12
Selling definition
Correct Answer
taking an idea, planting that idea in your customers' minds, and making them feel
that they thought of it
Question 13
Maintenance stage Additional thoughts
Correct Answer
-take customer's issues seriously
-Good time to ask for referrals (if customer is happy)
Question 14
Additional thoughts on Specification stage
Correct Answer
-You can't solve constraints
-Overly analytical customers can drag out this stage
-Don't rush customer
-Start building early objections to price in this stage
Page 4 of 84
