CSE Communication & Negotiation Skills 2

Question 1

A prospect says, 'Your competitor offers the same features at 20% less.' What is the best sales engineer response?

Accepted Answer

Acknowledge the concern and redirect to total value and TCO

Answer

Redirecting to total cost of ownership (TCO) and overall value shifts the conversation from price to business impact.

Question 2

Which active listening technique involves restating the speaker's message in your own words to confirm understanding?

Accepted Answer

Paraphrasing

Answer

Paraphrasing restates the speaker's message in new words to confirm accurate comprehension.

Question 3

During a technical demo, a stakeholder interrupts with an off-topic question. The best approach is to:

Accepted Answer

Acknowledge the question, note it in a parking lot, and continue

Answer

A parking lot captures the question respectfully while keeping the demo on track.

Question 4

In negotiation, the term 'ZOPA' refers to:

Accepted Answer

Zone of Possible Agreement

Answer

ZOPA (Zone of Possible Agreement) is the range where both parties' acceptable outcomes overlap.

Question 5

A customer sends a vague email complaint about your product. The most effective first response is to:

Accepted Answer

Reply asking clarifying questions to understand the specific issue

Answer

Clarifying questions ensure you understand the real problem before proposing a solution.

(CSE) Certified Sales Engineer Practice Test