FREE SSC Product Knowledge and Sales Skills 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?

Accepted 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.

Answer

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?

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.

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?

Accepted 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.

Answer

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.

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?

Question 3

John wants to have internet service with any of his family members. What question would be appropriate to ask?

Accepted Answer

How many computers do you currently have?

Answer

Do you download large files online?

Answer

Can you connect all computers to the internet at the same time?

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?

Accepted Answer

What are the things that you plan to do online?

Answer

Will price matter to you?

Answer

Do you bank or shop online?

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?

Accepted Answer

How much are you paying for your phone service per month?

Answer

Do you use your phone a lot?

Answer

What calling features do you have with Verizon?

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?

Accepted Answer

“Our soup of the day is a freshly made beef broth with portobello mushrooms and barley.”

Answer

“Our soup of the day is mushroom and barley.”

Answer

“For an additional $3 you could have a salad and soup with your sandwich.”

Answer

“We have some wonderful shopping in the hotel at our Galleria outlet. They’ll be open until 7 p.m.”

Question 7

How can an angry guest be transformed into a loyal one?

Accepted Answer

By handling the complaint efficiently and patiently

Answer

By convincing him or her that the problem doesn’t exist

Answer

By promising to solve the guest’s problem

Answer

By doing all of the above

Question 8

What are some factors that differentiate products?

Accepted Answer

Service, Convenience, Social and Environmental Issues, Value

Answer

Price, Place, Promotion, Practices, Privacy

Answer

Location, Service, Employee Satisfaction, Number of Employees

Answer

Below-the-line promotions, media, personal selling, public relations

Question 9

A client raises their voice on a call. What’s the best way to respond?

Accepted Answer

Be calm and practice active listening.

Answer

De-escalate by hanging up.

Answer

Match their energy.

Answer

Ask them why they’re upset.

Question 10

Which of the following isn’t an indicator a client may be ready to upsell?

Accepted Answer

Their customer base has declined in recent months.

Answer

Their company recently increased its hiring rate.

Answer

You’ve upsold this client in the past.

Answer

People within their company are adopting your product.