CSA CSA Customer Needs Assessment & Discovery

Question 1

Which discovery technique involves asking open-ended questions to uncover a prospect's underlying business challenges?

Accepted Answer

SPIN Selling

Answer

Cold calling

Answer

Feature dumping

Answer

Upselling

Question 2

During a needs assessment, a prospect says 'We struggle with slow response times.' What type of need is this?

Accepted Answer

Explicit need

Answer

Implied need

Answer

Strategic need

Answer

Latent need

Question 3

What is the primary purpose of active listening during a discovery call?

Accepted Answer

To fully understand the prospect's situation before proposing solutions

Answer

To talk as much as possible about your product

Answer

To schedule a follow-up meeting quickly

Answer

To qualify the lead as fast as possible

Question 4

Which question type is MOST effective for understanding the impact of a prospect's problem?

Accepted Answer

Implication questions

Answer

Situation questions

Answer

Closed-ended questions

Answer

Leading questions

Question 5

A salesperson asks, 'How many support tickets does your team handle per week?' This is an example of which question type?

Accepted Answer

Situation question

Answer

Problem question

Answer

Need-payoff question

Answer

Implication question

Question 6

What does 'buyer persona' refer to in the context of customer needs assessment?

Accepted Answer

A semi-fictional profile of an ideal customer based on research and data

Answer

A legal document signed by the buyer

Answer

A CRM record for an existing account

Answer

A pricing tier assigned to a customer segment