ASSESSMENT
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1. Behaviour that focuses on eliminating problems before they have a chance to appear is
known as:
a) Reactiveness
b) Assertiveness
c) Proactiveness
d) Aggressiveness
2. Which amongst the following does not signify an accountable behaviour?
a) Find solutions
b) Embracing
c) Acknowledge reality
d) Hope and wait
3. Meetings come in which quadrant of time management matrix?
a) Urgent and Important
b) Important but not urgent
c) Urgent but not Important
d) Neither Urgent nor Important
4. In this type of opening you state an interesting fact which relates to either the client
personally or his business.
a) Question opening
b) Link opening
c) Factual opening
d) Sales Aid opening
5. What are the rapport building techniques?
a) Personalize the interaction
b) Appreciating others
c) Mirroring the style
d) All of the above
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6. Keywords like What, where and when is used in what type of probing?
a) Close end
b) Open end
c) Both a & b
d) None of the above
7. What are the tips for questioning skills?
a) Take permission to ask questions
b) Listen carefully
c) Begin with Open Probes
d) All of the above
8. Which aspect of FABing describes the direct use of a feature of the product?
a) Benefits
b) Advantages
c) Features
d) All of the above
9. The LAPAC Model is used for handling?
a) Needs
b) Buying power
c) Objections
d) Confidence
10. Identify the closing technique wherein you give example of someone who purchased the
same product from you?
a) Direct Close
b) Testimonial Close
c) Best -Time Close
d) Alternative Close
11. ‘When would you prefer to have the product deliver, in the morning or evening?’
Identify the type of closing technique used:
a) Alternative Close
b) Balance Sheet Close
c) Testimonial Close
d) None of the above
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12. Taking end to end ownership of your customers means:
a) Understand their needs and requirements
b) Helping them in case of defects/problems
c) Attend to their queries
d) All of the above
13. Which amongst them is not a relationship booster?
a) Being considerate
b) Listening half-heartedly
c) Communicating clearly
d) Being empathetic
14. For relationship building with customers you should be informed about:
a) Customer details
b) Product and purchase
c) Engagement and feedback information
d) All of the above
15. What is the importance of follow-up?
a) Increase customer retention
b) Boost sales
c) Builds Brand loyalty
d) All of the above
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