CST Discovery Call & Needs Analysis 2

Question 1

A prospect says, 'We've tried solutions like yours before and they didn't work.' What is the most effective response during a discovery call?

Accepted Answer

Ask what specifically didn't work and what a successful outcome would have looked like

Answer

Probing what failed previously uncovers hidden criteria and helps you understand what success truly means to this prospect.

Question 2

Which questioning technique involves building on a prospect's answer with a question that digs one level deeper?

Accepted Answer

Layered probing

Answer

Layered probing uses each answer as a springboard to explore underlying causes, consequences, or desires more fully.

Question 3

During needs analysis, a prospect describes a symptom but not a root cause. What should the sales trainer recommend doing first?

Accepted Answer

Ask diagnostic questions to identify what is driving the symptom

Answer

Addressing symptoms without diagnosing root causes leads to misaligned solutions and poor customer outcomes.

Question 4

What does 'active listening' require a salesperson to do during a discovery call?

Accepted Answer

Nod, repeat key phrases, and take notes to signal genuine engagement

Answer

Active listening means fully processing what is said before responding, demonstrated through verbal and non-verbal acknowledgment.

Question 5

A CST candidate is coaching a rep who dominates discovery calls with talking. What ratio of talk-to-listen is generally recommended for a discovery call?

Accepted Answer

30% rep / 70% prospect

Answer

Sales best practices recommend the rep talk about 30% of the time and the prospect 70%, as more prospect talk equals more discovered information.

(CST) Certified Sales Trainer Practice Test

(CST) Certified Sales Trainer Practice Test

CST Discovery Call & Needs Analysis 2