CSI Module 1 G&W

Question 1 of 32

The following are qualities of a good relationship

Both parties respect one another
Both parties value one another
Both parties balance listening with sharing information
Both parties trust one another
All of the above

Question 2 of 32

Relationships today are based on

Like-ability
Trust
Credibility
Professionalism
All of the above

Question 3 of 32

From a service perspective “E” in STEPS stands for

Event
Estimate
Economic Life of the Equipment (or Environment)
Easy
All of the above

Question 4 of 32

Customers who buy consultatively

Frequently need clarification on the benefits of the product
Care more about value and less about price
Do not care about the price at all
Do not understand their own business
a and b only

Question 5 of 32

What are the three types of selling discussed in CSI?

Consultative Selling, Complex Selling and Value Selling
Consultative Selling, Relationship Selling and Retail Selling
Consultative Selling, Relationship Selling and Transactional Selling
Top Down Selling, Bottom Up Selling and Transformational Selling

Question 6 of 32

In your own words, write out a value proposition statement. Feel feel to use the STEPS acronym in your response.

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 7 of 32

Value

Is defined by the customer
Is frequently defined by both the salesperson and the customer
Is defined by the impact it has on the customer and his business
Is associated with positive change
All of the above

Question 8 of 32

Describe a situation in which you specifically used STEPS with a customer. How did the customer respond?

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 9 of 32

The best definition of STEPS is

Safety, Timing, Efficiency, Power, Social
Safety, Total Cost, Economic Life of the Equipment (or Environment), Productivity, and Sustainable Service
Service, Total Cost, Ergonomics, Power, Social
Service, Trust, Empathy, Power, Security
Safety, Trust, Empathy, Power, Social

Question 10 of 32

A value proposition is

A closing technique
A brief description of the impact that my company can make on the prospect’s business
A key component of transactional selling
The same thing as a marketing campaign
Only important to the key decision maker

Question 11 of 32

What are the characteristics of transactional selling?

An emphasis on features, price and availability
An emphasis on quotes rather than proposals
Discounted pricing
Little discussion on value
All of the above

Question 12 of 32

The first “S” in STEPS stands for

Survey
Satisfaction
Safety
Service
Sympathy

Question 13 of 32

Examples of transactional selling can be found

At the mall
At the grocery store
Online
Anywhere that price is the primary factor in the decision-making process
All of the above

Question 14 of 32

The second “S” in STEPS stands for

Service that sustains issues that are important to the customer
Satisfaction
Superior
Safety
All of the above

Question 15 of 32

Salespeople who sell transactionally

Bring little value to the relationship
Typically work harder rather than smarter
Focus on price and availability
Generally quote a lot
All of the above

Question 16 of 32

Relationships today are

No different than they were in the past
More demanding than they were in the past
More polite and diplomatic than they were in the past
Easy to make and keep than they were in the past
Based more on likability than on credibility

Question 17 of 32

The best way to handle a customer who only wants to know the price is to

Ignore the request
Try to steer the customer toward a discussion on value
Provide a quote and move on
Offer a low price and see what happens
Offer a high price and see what happens

Question 18 of 32

Today’s business environment

Is more competitive than it was in the past
Provides customers with more options than ever before
Includes more demanding customers
Includes customers who are more informed than ever before
All of the above

Question 19 of 32

STEPS is

A time and territory management system
An acronym for a value proposition
A way to manage accounts
Is not important to most customers
A methodology for improving listening skills

Question 20 of 32

Selling is

Negotiating over price
Both a science and an art
More of a science than an art
More of an art than a science
Having the gift of gab

Question 21 of 32

Price is the same thing as cost

True
False
Sometimes
Always

Question 22 of 32

Consultative selling is different from transactional selling in that it

Focuses on value
Focuses on positive change
Includes a diagnostic component
Typically results in well compensated salespeople
All of the above

Question 23 of 32

In purchasing a product, costs may also include

Parts and Maintenance
Price and shipping fees
Fuel
Downtime
All of the above

Question 24 of 32

Transactional Selling usually takes place

With low-level decision makers
With high-level decision makers
With individuals who understand value
With items that are highly differentiated
On large-ticket items

Question 25 of 32

One definition of cost is

Anything the customer wants less of
The same thing as price
Price plus shipping fees
The reason why a customer buys a product
All of the above

Question 26 of 32

Consultative Selling usually takes place

With low-level decision makers
With high-level decision makers
With individuals who do not understand value
With commodities
Online

Question 27 of 32

Price is

More important to customers who see no difference among competing proposals
The focus of transactional buyers and sellers
Part of the total value equation
All of the above
a and b only

Question 28 of 32

Value is

Benefits plus Cost
Benefits minus Cost
Is always easy to measure
A feature of the product
None of the above

Question 29 of 32

From a sales perspective “E” stands for

Emissions
Environment
Efficiency
Economic Life of the Equipment
Could be all of the above, depending on the issues that are most important to customers

Question 30 of 32

All of the following are examples of value except

Increased Price
Increased Safety
Increased Productivity
Lower Cost

Question 31 of 32

The “P” in STEPS stands for

Profits
Purpose
Productivity
Possibilities
Permission

Question 32 of 32

The “T” in STEPS stands for

Timing
Total Service
Total Cost
Trial Close
All of the above

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