d099 Practice for OA UPDATED ACTUAL
Exam Questions and CORRECT Answers
What are the key steps in the personal selling process? - CORRECT ANSWER Prospecting,
Pre-approach, Approach, Presentation, Handling Objections, Closing, Follow-up.
How does consultative selling differ from transactional selling? - CORRECT
ANSWER Consultative selling builds long-term relationships by solving customer problems;
transactional selling focuses on quick, one-time sales.
What is the difference between a feature and a benefit in sales? - CORRECT ANSWER A
feature is a product trait; a benefit shows how that trait solves a customer's problem or adds
value.
What are effective methods for overcoming customer objections? - CORRECT
ANSWER Listen actively, empathize, clarify objections, offer solutions, and confirm
understanding.
How do buyers make purchase decisions differently in B2B vs. B2C sales? - CORRECT
ANSWER B2B decisions are logical, involve multiple decision-makers, and are longer; B2C
is emotional and quicker
What role does trust play in the buying process? - CORRECT ANSWER Trust influences
whether customers believe in your product, leading to stronger relationships and more sales.
What techniques help build rapport with a potential customer? - CORRECT ANSWER Active
listening, mirroring body language, finding common ground, and personalizing interactions.
How can you identify a customer's pain points? - CORRECT ANSWER By asking open-
ended questions, listening carefully, and observing verbal/non-verbal cues.
, What are the five roles in a buying center? - CORRECT ANSWER Initiators, Users,
Influencers, Gatekeepers, and Decision Makers.
How does the organizational buying process differ from consumer buying? - CORRECT
ANSWER It involves more steps, stakeholders, formal evaluations, and long-term supplier
relationships.
What is a new task buy vs. a modified rebuy? - CORRECT ANSWER New task: first-time
purchase; Modified rebuy: buying again but with changes.
What factors influence organizational buying decisions? - CORRECT ANSWER Price,
quality, vendor reputation, delivery time, and customer support.
How do personal and organizational factors affect business purchases? - CORRECT
ANSWER Individual preferences, roles, and organizational goals all influence purchasing
decisions.
What is the role of gatekeepers in the buying process? - CORRECT ANSWER They control
access to decision-makers and manage the flow of information.
Why is understanding the customer's business critical in B2B sales? - CORRECT
ANSWER It helps tailor solutions, build trust, and demonstrate value
What is the purpose of customer relationship management (CRM)? - CORRECT
ANSWER To manage interactions with customers and improve satisfaction, loyalty, and
sales.
How does CRM support customer retention? - CORRECT ANSWER By tracking
preferences, automating communication, and delivering personalized experiences.
What are the main functions of a CRM system? - CORRECT ANSWER Data storage,
customer interaction tracking, sales forecasting, and campaign management
Exam Questions and CORRECT Answers
What are the key steps in the personal selling process? - CORRECT ANSWER Prospecting,
Pre-approach, Approach, Presentation, Handling Objections, Closing, Follow-up.
How does consultative selling differ from transactional selling? - CORRECT
ANSWER Consultative selling builds long-term relationships by solving customer problems;
transactional selling focuses on quick, one-time sales.
What is the difference between a feature and a benefit in sales? - CORRECT ANSWER A
feature is a product trait; a benefit shows how that trait solves a customer's problem or adds
value.
What are effective methods for overcoming customer objections? - CORRECT
ANSWER Listen actively, empathize, clarify objections, offer solutions, and confirm
understanding.
How do buyers make purchase decisions differently in B2B vs. B2C sales? - CORRECT
ANSWER B2B decisions are logical, involve multiple decision-makers, and are longer; B2C
is emotional and quicker
What role does trust play in the buying process? - CORRECT ANSWER Trust influences
whether customers believe in your product, leading to stronger relationships and more sales.
What techniques help build rapport with a potential customer? - CORRECT ANSWER Active
listening, mirroring body language, finding common ground, and personalizing interactions.
How can you identify a customer's pain points? - CORRECT ANSWER By asking open-
ended questions, listening carefully, and observing verbal/non-verbal cues.
, What are the five roles in a buying center? - CORRECT ANSWER Initiators, Users,
Influencers, Gatekeepers, and Decision Makers.
How does the organizational buying process differ from consumer buying? - CORRECT
ANSWER It involves more steps, stakeholders, formal evaluations, and long-term supplier
relationships.
What is a new task buy vs. a modified rebuy? - CORRECT ANSWER New task: first-time
purchase; Modified rebuy: buying again but with changes.
What factors influence organizational buying decisions? - CORRECT ANSWER Price,
quality, vendor reputation, delivery time, and customer support.
How do personal and organizational factors affect business purchases? - CORRECT
ANSWER Individual preferences, roles, and organizational goals all influence purchasing
decisions.
What is the role of gatekeepers in the buying process? - CORRECT ANSWER They control
access to decision-makers and manage the flow of information.
Why is understanding the customer's business critical in B2B sales? - CORRECT
ANSWER It helps tailor solutions, build trust, and demonstrate value
What is the purpose of customer relationship management (CRM)? - CORRECT
ANSWER To manage interactions with customers and improve satisfaction, loyalty, and
sales.
How does CRM support customer retention? - CORRECT ANSWER By tracking
preferences, automating communication, and delivering personalized experiences.
What are the main functions of a CRM system? - CORRECT ANSWER Data storage,
customer interaction tracking, sales forecasting, and campaign management
