Customer Needs

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Module 15 - Cusotmer Needs Analysis
Passing this quiz with an 80% will allow you to mark this as a completed item in your IDP's.

Questions and Answers

1.

When offering BBI products to our customers, we are:
- A.
  
  Simply selling products.
- B.
  
  Serving customers by meeting their current & future needs.
- C.
  
  Building rapport with the customer.
- D.
  
  Meeting our customers needs.
- E.
  
  Following CQ guidelines.
Correct Answer
B. Serving customers by meeting their current & future needs.
2.

Asking your customer questions:
- A.
  
  Means you will lose control of the call.
- B.
  
  Is a waste of time.
- C.
  
  Helps you understand their needs.
- D.
  
  Doesn't work in sales.
- E.
  
  Positions you to close the sale.
Correct Answer
C. Helps you understand their needs.
3.

True or False - Customers like telling you what they need.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
4.

When we meet our customers needs, we:
- A.
  
  We build relationships.
- B.
  
  We establish rapport.
- C.
  
  We create loyal customers.
- D.
  
  All of the above.
Correct Answer
D. All of the above.
5.

We should ask our customers:
- A.
  
  Closed ended questions
- B.
  
  Open ended questions
Correct Answer
B. Open ended questions
6.

After asking our customers a question, what is the most important thing to do?
- A.
  
  Close the sale.
- B.
  
  Actively listen to their answer.
- C.
  
  Ask another question.
- D.
  
  Make a sales pitch.
Correct Answer
B. Actively listen to their answer.
7.

Which of the following will help you listen to your customer better?
- A.
  
  Use your mind - Concentrate on what the customer is saying.
- B.
  
  Have your headset on.
- C.
  
  Have a positive attitude.
- D.
  
  Ask probing questions.
- E.
  
  All of the above.
Correct Answer
A. Use your mind - Concentrate on what the customer is saying.
8.

Mark other ways to that will help you listen to your customer. List all that are correct.
- A.
  
  Control your environment, limit your distractions.
- B.
  
  Listen to your customer's whole message, don't block it out trying to plan a response.
- C.
  
  Jot down quick notes while listening, reflective comments on what the customer stated.
- D.
  
  Be involved in other conversations around you.
- E.
  
  Ask the customer to repeat themselves.
Correct Answer(s)
A. Control your environment, limit your distractions.
B. Listen to your customer's whole message, don't block it out trying to plan a response.
C. Jot down quick notes while listening, reflective comments on what the customer stated.
9.

What plays the largest role in connecting listening skills with selling BBI products?
- A.
  
  Sales technique.
- B.
  
  Following your scripts.
- C.
  
  Building rapport.
- D.
  
  Asking open-ended questions.
- E.
  
  Product knowledge.
Correct Answer
C. Building rapport.
10.

Why open-ended questions?
- A.
  
  To allow the customer to give a long answer.
- B.
  
  To waste time, increasing talk time.
- C.
  
  To give them an easy out with a yes or no answer.
- D.
  
  To determine, who, what, where, who and how.
- E.
  
  Because that's what Alex wants.
Correct Answer
D. To determine, who, what, where, who and how.
11.

Open-ended questions allow you to:
- A.
  
  Build rapport & show genuine interest.
- B.
  
  Find out things you didn't want to know about the customer.
Correct Answer
A. Build rapport & show genuine interest.
12.

Best practices to find out what the customers need... answer all that apply.
- A.
  
  Ask good questions.
- B.
  
  Listen, stay focused.
- C.
  
  Avoid bank jargon.
- D.
  
  Be friendly.
- E.
  
  Be motivated.
Correct Answer(s)
A. Ask good questions.
B. Listen, stay focused.
C. Avoid bank jargon.
D. Be friendly.
E. Be motivated.

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Current Version
Dec 13, 2012

Quiz Edited by
ProProfs Editorial Team
Oct 21, 2008

Quiz Created by
Arod1971

Customer Needs

When offering BBI products to our customers, we are:

Asking your customer questions:

True or False - Customers like telling you what they need.

When we meet our customers needs, we:

We should ask our customers:

After asking our customers a question, what is the most important thing to do?

Which of the following will help you listen to your customer better?

Mark other ways to that will help you listen to your customer. List all that are correct.

What plays the largest role in connecting listening skills with selling BBI products?

Why open-ended questions?

Open-ended questions allow you to:

Best practices to find out what the customers need... answer all that apply.