Free SSC Product Knowledge and Sales Skills Questions and Answers — Questions and Answers
Question 1: Lisa is a home-based web page manager. She mostly uploads pictures and video presentations for her web page. Knowing Lisa’s needs how would you present the product to her?
- Congratulations Lisa! We have a product that suits your needs. We can provide you with a high-speed service that is up to 70 times faster than regular connections. It’s a 30.0 Mbps best-effort download speed for only $19.95/mo for the first 3 months and only $44.95 thereafter. Plus it includes 8 email addresses which are great for a home-based professional like you. Shall we go ahead and set you up for this?
- Congratulations Lisa! High-speed internet service is available for you! This is a hassle-free high-speed service that allows you to save time when you manage your website. The upload of 1768 kbps best effort speed will allow you to post pictures and video presentations online in no time. On top of that, you get a 300.0 Mbps best-effort download speed. And great news you can have this service for only $19.95/mo for the first 3 months and only $44.95 thereafter. Let’s go ahead and set you up with this wonderful service. (Correct answer)
- Congratulations Lisa! You can take advantage of our great high-speed service. It has an upload of 768 kbps best effort speed and a download of blazing 30.0 Mbps best effort download speed which will allow you to surf and download a lot of things in a shorter time. Great for you since it’s only $19.95/mo for the first 3 months and only $44.95 thereafter. Let’s go ahead and set you up with this wonderful offer.
Correct answer: Congratulations Lisa! High-speed internet service is available for you! This is a hassle-free high-speed service that allows you to save time when you manage your website. The upload of 1768 kbps best effort speed will allow you to post pictures and video presentations online in no time. On top of that, you get a 300.0 Mbps best-effort download speed. And great news you can have this service for only $19.95/mo for the first 3 months and only $44.95 thereafter. Let’s go ahead and set you up with this wonderful service.
Explanation: <br> The correct answer provides a clear and concise explanation of the benefits of the high-speed service for Lisa's needs. It highlights the high-speed upload and download speeds, which are essential for uploading pictures and video presentations quickly. Additionally, it emphasizes the cost-effectiveness of the service, with a discounted price for the first three months. The answer also uses positive language, such as "hassle-free" and "wonderful," to create a sense of excitement and satisfaction for Lisa.
Question 2: Diane currently ordered VOIP service from Vonage and is looking for high-speed internet service to make it work. She is a graduating music student and she already ditched her landline since it costs her too much. How would you best position Cable High-Speed internet service?
- Traditional phone services can be really costly Diane. This makes VOIP the most practical way to go. Worry no more as I’ll give you additional savings. Our high-speed Cable will allow you to access the internet up to 100 times faster than the regular dial-up. With its blazing speed, it’s only $29.95/month for the first 6 months and only $41.95 thereafter. Let’s go ahead and set you up for cable.
- Traditional phone services can be really costly Diane. Thanks to VOIP. Worry no more as I’ll give you additional savings plus more convenience. Our high-speed cable service can help you download the latest music compositions up to 100 times faster than regular dial-up. This is one great deal that will complement your VOIP for only $29.95/month for the first 6 months and $41.95 thereafter. Let’s go ahead and set you up for cable. (Correct answer)
- Traditional phone services can be really costly Diane. As a student, I know you need to be very practical so I’ll give you more student-friendly discounts. We have our high-speed cable service which runs up to 100 times faster than a regular dial-up service for only $29.95/month for the first 6 months then only $41.95 thereafter. Shall we go ahead and sign you up for this service?
Correct answer: Traditional phone services can be really costly Diane. Thanks to VOIP. Worry no more as I’ll give you additional savings plus more convenience. Our high-speed cable service can help you download the latest music compositions up to 100 times faster than regular dial-up. This is one great deal that will complement your VOIP for only $29.95/month for the first 6 months and $41.95 thereafter. Let’s go ahead and set you up for cable.
Explanation: <br> The given answer positions Cable High-Speed internet service as a cost-effective and convenient solution for Diane. It highlights the high-speed capabilities of the service, emphasizing that it is 100 times faster than regular dial-up. The answer also mentions that the service will complement Diane's VOIP service, allowing her to download music compositions quickly. The answer further emphasizes the affordability of the service, offering a discounted price of $29.95/month for the first 6 months and $41.95 thereafter. Overall, the answer presents Cable High-Speed internet service as a practical and beneficial choice for Diane's needs.
Question 3: John wants to have internet service with any of his family members. What question would be appropriate to ask?
- Do you download large files online?
- Can you connect all computers to the internet at the same time?
- How many computers do you currently have? (Correct answer)
Correct answer: How many computers do you currently have?
Explanation: <br> The question "How many computers do you currently have?" would be appropriate to ask because it helps determine the number of devices that would need internet access. This information is important to select an internet service plan that can accommodate multiple devices simultaneously.
Question 4: Jenny has a new computer and just called in to have internet service. What is the best question that you think will help you uncover her needs for the internet?
- Will price matter to you?
- What are the things that you plan to do online? (Correct answer)
- Do you bank or shop online?
Correct answer: What are the things that you plan to do online?
Explanation: <br> The question "What are the things that you plan to do online?" is the best question to uncover Jenny's needs for the internet because it directly asks about her intended online activities. By knowing what she plans to do online, it will be easier to determine the required internet speed, data usage, and any specific features or services she may need. This question provides valuable information to tailor the internet service to her specific needs.
Question 5: Meredith had her phone service for 10 years but she is considering having a bundled package of High-Speed and Home Phone Service. Which of these questions will help you identify what High-Speed and Home Phone Service plan to Offer?
- How much are you paying for your phone service per month? (Correct answer)
- Do you use your phone a lot?
- What calling features do you have with Verizon?
Correct answer: How much are you paying for your phone service per month?
Explanation: <br> The question "How much are you paying for your phone service per month?" will help identify what High-Speed and Home Phone Service plans to offer because it will provide information about the current cost of the phone service. By knowing the monthly payment, it will be easier to compare it with the cost of the bundled package and determine if it is a more cost-effective option.
Question 6: Kristine is a luncheon server at the Bread Basket restaurant in a downtown hotel. Which of the following statements/questions by her is an example of effective suggestive selling?
- “Our soup of the day is a freshly made beef broth with portobello mushrooms and barley.” (Correct answer)
- “Our soup of the day is mushroom and barley.”
- “For an additional $3 you could have a salad and soup with your sandwich.”
- “We have some wonderful shopping in the hotel at our Galleria outlet. They’ll be open until 7 p.m.”
Correct answer: “Our soup of the day is a freshly made beef broth with portobello mushrooms and barley.”
Explanation: <br> The statement "Our soup of the day is a freshly made beef broth with portobello mushrooms and barley" is an example of effective suggestive selling because it provides specific details about the soup, highlighting its freshness and ingredients. By describing the soup in a tempting way, the server is encouraging the customer to consider ordering it.
Question 7: How can an angry guest be transformed into a loyal one?
- By convincing him or her that the problem doesn’t exist
- By promising to solve the guest’s problem
- By handling the complaint efficiently and patiently (Correct answer)
- By doing all of the above
Correct answer: By handling the complaint efficiently and patiently
Explanation: <br> An angry guest can be transformed into a loyal one by handling their complaint efficiently and patiently. This means actively listening to their concerns, addressing the issue promptly, and providing a satisfactory resolution. By doing so, the guest feels heard, valued, and respected, which can turn their negative experience into a positive one. This level of customer service can build trust and loyalty, as the guest sees that their concerns are taken seriously and that the establishment is committed to providing a positive experience.
Question 8: What are some factors that differentiate products?
- Service, Convenience, Social and Environmental Issues, Value (Correct answer)
- Price, Place, Promotion, Practices, Privacy
- Location, Service, Employee Satisfaction, Number of Employees
- Below-the-line promotions, media, personal selling, public relations
Correct answer: Service, Convenience, Social and Environmental Issues, Value
Explanation: <br> The factors that differentiate products are service, convenience, social and environmental issues, and value. These factors set one product apart from another and make it unique. Service refers to the level of customer support and assistance provided by the company. Convenience relates to how easy and accessible the product is for the consumer. Social and environmental issues consider the impact of the product on society and the environment. Value refers to the benefits and quality offered by the product in relation to its price. These factors contribute to the overall perception and desirability of a product in the market.
Question 9: A client raises their voice on a call. What’s the best way to respond?
- De-escalate by hanging up.
- Match their energy.
- Ask them why they’re upset.
- Be calm and practice active listening. (Correct answer)
Correct answer: Be calm and practice active listening.
Explanation: <br> Great salespeople let clients drive the conversation — even when the client is upset. This sales test question gauges whether a candidate will stay cool under pressure.
Question 10: Which of the following isn’t an indicator a client may be ready to upsell?
- Their company recently increased its hiring rate.
- You’ve upsold this client in the past.
- People within their company are adopting your product.
- Their customer base has declined in recent months. (Correct answer)
Correct answer: Their customer base has declined in recent months.
Explanation: <br> A huge part of customer relations is reading between the lines. This question probes whether a candidate can think critically and problem-solve on the fly.
Question 11: A client says they want to reschedule a call for another time. What’s the best response?
- Insist they stay on the line.
- Ask to put them on hold, then wave down your manager.
- Reiterate the value proposition of your product.
- Accept, then ask what time works best. (Correct answer)
Correct answer: Accept, then ask what time works best.
Explanation: <br> When clients need to reschedule, it’s important to accommodate their needs. This sales test question assesses whether a candidate can remain professional when managing clients.
Free SSC Product Knowledge and Sales Skills Questions and Answers
Lisa is a home-based web page manager.
She mostly uploads pictures and video presentations for her web page.
Knowing Lisa’s needs how would you present the product to her?