Protection Agreements: Planting The Seed And Discovery Questions

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Protection Agreements:  Planting The Seed And Discovery Questions - Quiz


Below are questions pertaining to planting the seed of Protection Agreements and Discovery Questions.
Select the best answer for each question


Questions and Answers
  • 1. 

    The purpose of planting the seed of protection agreements is to enable associates to present more PA features and benefits.  It allows customers to make a more informed purchasing decision.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The purpose of planting the seed of protection agreements is to enable associates to present more PA features and benefits. This allows customers to have a better understanding of the product and make an informed decision when purchasing. By presenting the benefits and features of protection agreements, customers can see the value they provide and how they can protect their purchase in the long run. This ultimately helps customers make a more informed purchasing decision.

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  • 2. 

    What are the advantages of Planting the Seed when it comes to selling Protection Agreements? (select all that apply)

    • A.

      Planting the Seed assists associates with being able to present at the product and not at checkout

    • B.

      Helps spark customers' interest

    • C.

      Creates awareness of Sears services before going into all the details

    • D.

      Allows you to build a pyramid of features and benefits throughout the sale

    Correct Answer(s)
    A. Planting the Seed assists associates with being able to present at the product and not at checkout
    B. Helps spark customers' interest
    C. Creates awareness of Sears services before going into all the details
    D. Allows you to build a pyramid of features and benefits throughout the sale
    Explanation
    The advantages of Planting the Seed when it comes to selling Protection Agreements include assisting associates with being able to present at the product and not at checkout, helping spark customers' interest, creating awareness of Sears services before going into all the details, and allowing you to build a pyramid of features and benefits throughout the sale. By presenting the product earlier, it allows associates to engage customers and generate interest. It also helps create awareness of the additional services provided by Sears, establishing value before diving into the details. Additionally, by gradually building up the features and benefits, it allows for a more persuasive and effective sales pitch.

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  • 3. 

    One of the Discovery Questions we ask should be: "Who will be maintaining this unit for you?" After the customer's response, we should respond with: " I ask because regular maintenance is recommended by the manufacturer for keeping your unit working in peak condition over time. Which feature should "best" be presented with this discovery question?

    • A.

      10,000 Trained Professional Technicians

    • B.

      Rapid Resolution

    • C.

      Discount on Non-Covered Repairs

    • D.

      Annual Preventive Maintenance Check

    Correct Answer
    D. Annual Preventive Maintenance Check
    Explanation
    The correct answer is "Annual Preventive Maintenance Check" because it aligns with the question about who will be maintaining the unit. By presenting this feature, we are emphasizing the importance of regular maintenance and highlighting that it is recommended by the manufacturer. This helps to establish trust with the customer and position our company as a reliable provider of maintenance services.

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  • 4. 

    If a customer is not covered under a Master Protection Agreement, what is the minimum amount the customer will have to pay to send a technician out to their home?  (Keep in mind, the customers also have to pay for the cost of parts if product is not covered under a MPA)

    • A.

      $99

    • B.

      $129

    • C.

      $110

    • D.

      $79

    Correct Answer
    B. $129
    Explanation
    The correct answer is $129. If a customer is not covered under a Master Protection Agreement, they will have to pay a minimum of $129 to send a technician out to their home. This amount includes the cost of the technician's visit and does not cover the cost of parts if the product is not covered under a MPA.

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  • 5. 

    If effectively positioning MPAs by "planting the seed" and  asking "appropriate discovery questions", will earn you money and cover your expenses such as a cell phone bill, electric bill, water bill, groceries, gas in your car, etc, would you put forth your best effort and make sure that you effectively position a protection agreement on every eligible product?

    • A.

      Definitely

    • B.

      No Way... I do not want to earn any extra money

    • C.

      It depends on if I feel like living paycheck to paycheck

    Correct Answer
    A. Definitely
    Explanation
    The answer "Definitely" suggests that the person would put forth their best effort and make sure to effectively position a protection agreement on every eligible product. This implies that they are motivated by the potential to earn extra money and cover their expenses.

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  • 6. 

    Which phrase best positions the MPA to the customer?

    • A.

      Would you like to add add a Protection Agreement on your refrigerator?

    • B.

      You probably should add the Protection Agreement on your refrigerator...

    • C.

      I would highly recommend the Master Protection Agreement with your refrigerator...

    • D.

      Do you think you might want to add a Protection Agreement onto you refrigerator?

    Correct Answer
    C. I would highly recommend the Master Protection Agreement with your refrigerator...
    Explanation
    The phrase "I would highly recommend the Master Protection Agreement with your refrigerator..." best positions the MPA to the customer because it expresses a strong endorsement and emphasizes the importance of having the protection agreement.

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  • 7. 

    The purpose of discovery questions are to learn who will be using the product, how they plan to use the product, how often the product be used, where the product be used, what type of features the customer is looking for and why those features are important

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The purpose of discovery questions is to gather information about the potential users of a product, their intended usage, frequency of usage, location of usage, desired features, and the reasons behind the importance of those features. These questions help in understanding the needs and preferences of the customers, enabling the development of a product that aligns with their requirements. Therefore, the statement is true.

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  • 8. 

    Which one of these questions is not an appropriate discovery question?

    • A.

      How often will you be using your washer?

    • B.

      How did you tear up your washer?

    • C.

      What happened to your last washer?

    • D.

      Who will be in charge of repairing your washer?

    Correct Answer
    B. How did you tear up your washer?
    Explanation
    The question "How did you tear up your washer?" is not an appropriate discovery question because it assumes that the person being asked intentionally caused damage to their washer. Discovery questions are meant to gather information and understand the situation, not to accuse or assume fault. This question may be seen as confrontational and could lead to a defensive response, hindering the discovery process.

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  • 9. 

    Scenario:  Customer calls in to check closeout prices on dishwashers.  You check stock and find a dishwasher that interests the customer.  The customer decides to purchase the dishwasher.  Its now time to present the customer with a PA.  What should you do?

    • A.

      Assume that the customer does not want a protection agreement since he/she called to purchase a closeout

    • B.

      Show the customer how adding a protection agreement to the discounted product will be less than purchasing a new unit

    • C.

      Wait and see if the customer will say anything about a protection agreement-- if not, proceed to checkout

    • D.

      Mention the Protection Agreement because you are supposed to present it

    Correct Answer
    B. Show the customer how adding a protection agreement to the discounted product will be less than purchasing a new unit
    Explanation
    The correct answer is to show the customer how adding a protection agreement to the discounted product will be less than purchasing a new unit. This is because even though the customer initially stated that they do not want a protection agreement, it is still important to inform them of the potential benefits and cost savings. By presenting the option, the customer can make an informed decision and may choose to add the protection agreement after considering the value it provides.

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  • 10. 

    Fll in the Blank: Discovery Questions are opened ended questions that begin with:  Who,  What, ________, Where, Why, and How?

    • A.

      When

    • B.

      Do

    • C.

      Could

    • D.

      Would

    Correct Answer
    A. When
    Explanation
    Discovery Questions are opened ended questions that begin with: Who, What, Where, Why, and How? "When" is also an open-ended question that can be used to gather information and explore a specific time frame or sequence of events. It allows for a deeper understanding of the circumstances and context surrounding a situation or topic.

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