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MARKETING 357 Exam 2 Comprehensive Study
Guide | Practice Questions | Verified Answers
EXAM COVERAGE SUMMARY
This exam covers the complete Selling Cycle including all stages, substeps, and rules as outlined
in your course materials. Topics include:
• Selling Cycle Overview - 22 total steps including substeps, definitions of persuasion and
selling
• Research Stage - Background probes, rules for effective questioning, confirming
complete information
• Analysis Stage - Probing sequence with identifying, developing, and impact probes
• Confirmation Stage - Test understanding, address concerns, commit to change
• Requirement Stage - List needs, identify concerns, prioritize requirements
• Specification Stage - Transfer criteria, commit to specifications
• Solution Stage - Commit to seller, recommend solutions, feature-advantage-benefit-
explanation-confirmation formula
• Close Stage - Confirm benefits, ask for commitment, discuss logistics, reassure customer
• Maintenance Stage - Review logistics, review solution, review change
• Objection Handling - Categories (No Need, No Hurry, No Money, No Trust) and four-
step process
• Customer Psychology - Fear, change resistance, emotional decision-making
• Consultative Selling - Building trust, creating value, maintaining relationships
1. When a salesperson asks "What are your current processes for managing inventory?" this
represents which type of probe?
A) Impact probe
B) Developing probe
C) Background probe
D) Sequence probe
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C) Background probe Background probes are used in step one of the research stage to determine
the customer's situation through open-ended questions about their current operations and
practices.
2. Which of the following correctly describes the total number of steps in the complete Selling
Cycle including all substeps?
A) 18 steps
B) 20 steps
C) 22 steps
D) 25 steps
C) 22 steps The complete Selling Cycle contains twenty-two steps when counting all stages and
their individual substeps across Research, Analysis, Confirmation, Requirement, Specification,
Solution, Close, and Maintenance.
3. During the analysis stage, what is the primary purpose of developing probes?
A) To gather background information about the company
B) To expand problems once uncovered and help customers understand they have a
problem
C) To confirm the customer's commitment to change
D) To prioritize the customer's needs and requirements
B) To expand problems once uncovered and help customers understand they have a
problem Developing probes are designed to help customers recognize they have a problem that
needs solving, creating motivation for change by expanding on initial issues identified.
4. A customer says "I don't think we need to change our current system." This objection falls into
which category?
A) No money
B) No hurry
C) No trust
D) No need
D) No need The "no need" objection occurs when customers lack desire to satisfy needs they
actually have, often exhibiting a "what's in it for me?" attitude that requires returning to identify
the impact of their problems.
5. What is the recommended strategy for handling a "no hurry" objection from a customer?
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A) Immediately offer a discount to create urgency
B) Recreate the analysis of problems with the no hurry attitude in mind
C) Move directly to the close stage to force a decision
D) Ignore the objection and continue with the presentation
B) Recreate the analysis of problems with the no hurry attitude in mind The probing sequence is
highly valuable for no hurry objections, and salespeople should use as many trial closes as
possible to help customers recognize the importance of addressing issues promptly.
6. In the specification stage, what is the ultimate goal when asking "If this list is fixed, would
that create satisfaction?"
A) To lock the customer into a purchase commitment
B) To ensure the specifications will lead to customer satisfaction
C) To transfer risk to the customer
D) To demonstrate product knowledge
B) To ensure the specifications will lead to customer satisfaction This question in the
specification stage aims to confirm that the criteria established will genuinely satisfy the
customer's needs, preventing misunderstandings and building a foundation for the solution.
7. Which statement best defines the concept of selling according to your course materials?
A) Convincing someone to buy something they don't need
B) Taking an idea, planting it in customers' minds, and making them feel they thought of it
C) Providing product information and features to potential buyers
D) Overcoming objections through aggressive persuasion techniques
B) Taking an idea, planting it in customers' minds, and making them feel they thought of it This
definition emphasizes the consultative nature of selling where customers feel ownership of the
solution, distinguishing it from manipulative or purely transactional approaches.
8. How many steps are in the confirmation stage of the Selling Cycle?
A) 2 steps
B) 3 steps
C) 4 steps
D) 5 steps
B) 3 steps The confirmation stage consists of three steps: testing understanding, asking about
any other concerns, and committing to change, all designed to be completed in approximately
sixty seconds.
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9. What should a salesperson do if a customer says "no" during the commitment to change step
in the confirmation stage?
A) Immediately end the sales call
B) Move back to the analysis stage
C) Proceed to the solution stage anyway
D) Offer a discount to change their mind
B) Move back to the analysis stage When a customer says no to committing to change, the
salesperson must return to the analysis stage because the customer has just given a major
objection that needs to be addressed through further probing.
10. What is the primary purpose of impact probes in the analysis stage?
A) To identify the customer's budget constraints
B) To make sure the impact of the problem is fully understood
C) To introduce the product's features and benefits
D) To close the sale quickly
B) To make sure the impact of the problem is fully understood Impact probes help customers see
the catastrophe before it happens by walking through the steps and consequences of inaction,
creating urgency and motivation for change.
11. According to the course materials, persuasion is defined as which of the following?
A) Forcing someone to accept your viewpoint
B) Moving by argument, entreaty or expostulation to a belief, position or course of action
C) Manipulating emotions to get what you want
D) Presenting facts without emotional appeal
B) Moving by argument, entreaty or expostulation to a belief, position or course of action This
definition emphasizes the reasoned approach to influencing others, focusing on argument and
entreaty rather than coercion or manipulation in the selling process.
12. In the solution stage, what does the FABEC formula represent in proper order?
A) Feature, Advantage, Benefit, Explanation, Confirmation
B) Feature, Benefit, Advantage, Explanation, Confirmation
C) Explanation, Feature, Advantage, Benefit, Confirmation
D) Confirmation, Feature, Advantage, Benefit, Explanation
A) Feature, Advantage, Benefit, Explanation, Confirmation The FABEC formula guides
salespeople through introducing product features, adding value through advantages,
MARKETING 357 Exam 2 Comprehensive Study
Guide | Practice Questions | Verified Answers
EXAM COVERAGE SUMMARY
This exam covers the complete Selling Cycle including all stages, substeps, and rules as outlined
in your course materials. Topics include:
• Selling Cycle Overview - 22 total steps including substeps, definitions of persuasion and
selling
• Research Stage - Background probes, rules for effective questioning, confirming
complete information
• Analysis Stage - Probing sequence with identifying, developing, and impact probes
• Confirmation Stage - Test understanding, address concerns, commit to change
• Requirement Stage - List needs, identify concerns, prioritize requirements
• Specification Stage - Transfer criteria, commit to specifications
• Solution Stage - Commit to seller, recommend solutions, feature-advantage-benefit-
explanation-confirmation formula
• Close Stage - Confirm benefits, ask for commitment, discuss logistics, reassure customer
• Maintenance Stage - Review logistics, review solution, review change
• Objection Handling - Categories (No Need, No Hurry, No Money, No Trust) and four-
step process
• Customer Psychology - Fear, change resistance, emotional decision-making
• Consultative Selling - Building trust, creating value, maintaining relationships
1. When a salesperson asks "What are your current processes for managing inventory?" this
represents which type of probe?
A) Impact probe
B) Developing probe
C) Background probe
D) Sequence probe
,2
C) Background probe Background probes are used in step one of the research stage to determine
the customer's situation through open-ended questions about their current operations and
practices.
2. Which of the following correctly describes the total number of steps in the complete Selling
Cycle including all substeps?
A) 18 steps
B) 20 steps
C) 22 steps
D) 25 steps
C) 22 steps The complete Selling Cycle contains twenty-two steps when counting all stages and
their individual substeps across Research, Analysis, Confirmation, Requirement, Specification,
Solution, Close, and Maintenance.
3. During the analysis stage, what is the primary purpose of developing probes?
A) To gather background information about the company
B) To expand problems once uncovered and help customers understand they have a
problem
C) To confirm the customer's commitment to change
D) To prioritize the customer's needs and requirements
B) To expand problems once uncovered and help customers understand they have a
problem Developing probes are designed to help customers recognize they have a problem that
needs solving, creating motivation for change by expanding on initial issues identified.
4. A customer says "I don't think we need to change our current system." This objection falls into
which category?
A) No money
B) No hurry
C) No trust
D) No need
D) No need The "no need" objection occurs when customers lack desire to satisfy needs they
actually have, often exhibiting a "what's in it for me?" attitude that requires returning to identify
the impact of their problems.
5. What is the recommended strategy for handling a "no hurry" objection from a customer?
,3
A) Immediately offer a discount to create urgency
B) Recreate the analysis of problems with the no hurry attitude in mind
C) Move directly to the close stage to force a decision
D) Ignore the objection and continue with the presentation
B) Recreate the analysis of problems with the no hurry attitude in mind The probing sequence is
highly valuable for no hurry objections, and salespeople should use as many trial closes as
possible to help customers recognize the importance of addressing issues promptly.
6. In the specification stage, what is the ultimate goal when asking "If this list is fixed, would
that create satisfaction?"
A) To lock the customer into a purchase commitment
B) To ensure the specifications will lead to customer satisfaction
C) To transfer risk to the customer
D) To demonstrate product knowledge
B) To ensure the specifications will lead to customer satisfaction This question in the
specification stage aims to confirm that the criteria established will genuinely satisfy the
customer's needs, preventing misunderstandings and building a foundation for the solution.
7. Which statement best defines the concept of selling according to your course materials?
A) Convincing someone to buy something they don't need
B) Taking an idea, planting it in customers' minds, and making them feel they thought of it
C) Providing product information and features to potential buyers
D) Overcoming objections through aggressive persuasion techniques
B) Taking an idea, planting it in customers' minds, and making them feel they thought of it This
definition emphasizes the consultative nature of selling where customers feel ownership of the
solution, distinguishing it from manipulative or purely transactional approaches.
8. How many steps are in the confirmation stage of the Selling Cycle?
A) 2 steps
B) 3 steps
C) 4 steps
D) 5 steps
B) 3 steps The confirmation stage consists of three steps: testing understanding, asking about
any other concerns, and committing to change, all designed to be completed in approximately
sixty seconds.
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9. What should a salesperson do if a customer says "no" during the commitment to change step
in the confirmation stage?
A) Immediately end the sales call
B) Move back to the analysis stage
C) Proceed to the solution stage anyway
D) Offer a discount to change their mind
B) Move back to the analysis stage When a customer says no to committing to change, the
salesperson must return to the analysis stage because the customer has just given a major
objection that needs to be addressed through further probing.
10. What is the primary purpose of impact probes in the analysis stage?
A) To identify the customer's budget constraints
B) To make sure the impact of the problem is fully understood
C) To introduce the product's features and benefits
D) To close the sale quickly
B) To make sure the impact of the problem is fully understood Impact probes help customers see
the catastrophe before it happens by walking through the steps and consequences of inaction,
creating urgency and motivation for change.
11. According to the course materials, persuasion is defined as which of the following?
A) Forcing someone to accept your viewpoint
B) Moving by argument, entreaty or expostulation to a belief, position or course of action
C) Manipulating emotions to get what you want
D) Presenting facts without emotional appeal
B) Moving by argument, entreaty or expostulation to a belief, position or course of action This
definition emphasizes the reasoned approach to influencing others, focusing on argument and
entreaty rather than coercion or manipulation in the selling process.
12. In the solution stage, what does the FABEC formula represent in proper order?
A) Feature, Advantage, Benefit, Explanation, Confirmation
B) Feature, Benefit, Advantage, Explanation, Confirmation
C) Explanation, Feature, Advantage, Benefit, Confirmation
D) Confirmation, Feature, Advantage, Benefit, Explanation
A) Feature, Advantage, Benefit, Explanation, Confirmation The FABEC formula guides
salespeople through introducing product features, adding value through advantages,
