Deck 10: Approaching the Customer With Adaptive Selling

Question 1

Team selling is ideally suited to organizations that sell complex and/or customized products and services.

Answer 1

True

Question 2

Sales teams can often uncover problems,solutions,and sales opportunities that no individual salesperson could discover working alone.

Answer 2

True

Question 3

In English business settings,a hard sell is the best approach

Answer 3

False

Question 4

The premium approach involves giving the customer a free sample or an inexpensive gift.

Question 5

The presentation strategy should be developed before the relationship,product,and customer strategy in order to have an effective plan.

Question 6

The sale of highly technical products begins with the use of highly persuasive presentation objectives.

Question 7

To avoid confusing the prospect it is recommended that sales personnel not use combination approaches.

Question 8

Raymundo is trying to develop a presentation strategy.One of the prescriptions he should follow is:

A)prepare objectives
B)become a product expert
C)configure value-added solutions
D)discover customer needs
E)recognize closing cues

Question 9

Research studies indicate that the referral approach is effective because:

A)customers let their guard down when a third party is mentioned
B)customers know that the viewpoint of a third party is always accurate
C)customers always respect the opinions of a third party
D)customers seldom trust a salesperson,but do trust a third party
E)customers will be more impressed with your good points if they are presented by a third party rather than by you

Question 10

A well-rehearsed approach should be avoided because it will sound too impersonal.

Question 11

The six parts of the presale presentation plan checklist represent new additions to the sales training literature.

Question 12

Multicall sales presentations are common in many areas,but not in the retail field.

Question 13

Which of the following statements indicates the salesperson is using the "survey" approach?

A)"Would you be interested in a security system that is currently used by most major banks in America?"
B)"Tammy Williams,buyer for the Mayfield Company,has been very pleased with our line of drapes and suggested I arrange to show you our products."
C)"I am anxious to show you our newest copy machine."
D)"I want to study your traffic patterns to be sure that our product meets your needs."
E)"Please accept this sample of our floor cleanser."

Question 14

The major purpose of the approach is to:

A)build desire for your product
B)encourage the prospect to buy your product
C)capture the prospect's full attention and build interest in the product
D)gather facts about the prospect's authority to buy your product
E)get attention any way possible

Question 15

CRM software can help salespeople plan better sales calls.

Question 16

A good way to get the prospect's attention would be to use the customer benefit approach.

Question 17

The transition from the preapproach to the approach is sometimes blocked by sales call reluctance.

Question 18

The objectives for the sales presentation are developed after completion of the presentation plan.

Question 19

The survey approach is generally a nonthreatening way to open a sales call.

Question 20

The six-step presentation plan includes which of the following steps?

A)rehearsing,initial contact,presenting,demonstrating,closing,and servicing
B)approach,presentation,demonstration,negotiation,close,and servicing the sale
C)custom fitting,presentation,demonstration,negotiating,communicating,and closing
D)initial contact,presentation,demonstration,communication,closing,and servicing
E)preapproach,approach,rehearsing,presentation,negotiation,and closing

Question 21

The step in the Presentation Plan involving anticipating buyer concerns and using the win-win methods is the:

A)approach
B)presentation
C)demonstration
D)negotiation
E)close

Question 22

The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the:

A)approach
B)presentation
C)demonstration
D)negotiation
E)close

Question 23

Which of the following prescriptions is part of the presentation strategy?

A)Build a strong prospect base.
B)Prepare a presale presentation plan needed to meet objectives.
C)Assume a role of mentor and associate.
D)Project a positive sales image.
E)Focus on relationships.

Question 24

The step in the Presentation Plan involving determining needs,selecting a solution,and showing the product to the customer is the:

A)approach
B)presentation
C)demonstration
D)negotiation
E)close

Question 25

An approach that goes directly to showing the product to the prospect is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 26

A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 27

Which of the following is an effective suggestion for dealing with sales call reluctance?

A)Try to avoid feeling anxious about the initial contact.
B)Do not anticipate success because you may become overconfident.
C)Avoid the loss of spontaneity that often comes with a well-rehearsed approach.
D)Develop a deeper commitment to your goals.
E)Develop a healthy sense of realism about your prospects.

Question 28

The step in the Presentation Plan involving reviewing goals and making initial contact is the:

A)approach
B)presentation
C)demonstration
D)negotiation
E)close

Question 29

An approach that involves giving the customer free samples of the product is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 30

Which of the following statements is true?

A)Following a tight script will help facilitate a sale in consultative selling.
B)Some sales presentations require a team approach.
C)Salespeople should concentrate on a single objective for each sales call.
D)The salesperson should only meet with the decisionmaker.
E)A receptionist or secretary is most likely to be the true decisionmaker.

Question 31

Which is the first step in creating a presentation objective?

A)obtain personal and business information to establish the customer's file
B)exchange personal information with the customer to break the ice
C)learn about the competition's most popular products
D)focus on networking in social situations
E)acquire information needed for a routing plan

Question 32

An approach that gets the prospect thinking about a problem the salesperson can solve is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 33

An approach that involves using the good will of a third party to make contact with the prospect is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 34

The statement,"This product is convenient,priced right and ready to use," is an example of which of the following approaches?

A)premium
B)survey
C)product
D)benefit
E)systems

Question 35

One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting.Which of the following approaches is this?

A)product demonstration
B)agenda
C)social
D)referral
E)customer benefit

Question 36

The statements,"The certificate of deposit represents a safe investment,but you may want to examine some options that will give you a better return on your investment.Completion of our Financial Planning Profile questionnaire can help us identify investment options," provide an example of:

A)a comment on here-and-now observation approach
B)the question approach
C)the survey approach
D)the method approach
E)the combination approach

Question 37

Which of the following statements concerning selling in England is true?

A)In England,it is poor manners to discuss business after the business day.
B)You should expect a quick decision on the part of the client.
C)The British are fine with informal introductions.
D)Critiquing the competition's offering is acceptable and even expected.
E)The British tend to be very expressive and casual.

Question 38

The act of presenting product appeals so as to influence the prospect's beliefs,attitudes,or behavior to encourage the buyer to make a buying decision,is referred to as which of the following presentations?

A)persuasive
B)reminder
C)media
D)informative
E)customer

Question 39

Which of the following should be used when making a telephone contact with a prospect?

A)Do not give the receptionist or secretary too much information or she or he may refuse to put you through to the prospect.
B)Confirm the telephone appointment with a pre-appointment call.
C)Avoid telling the person how much time the appointment may take.
D)State the purpose of your call and explain how the prospect can benefit from a meeting.
E)Do not make a phone contact when you could stop by the prospect's office instead.

Question 40

The step in the Presentation Plan involving deciding what to demonstrate and choosing selling tools is the:

A)approach
B)presentation
C)demonstration
D)negotiation
E)close

Question 41

A company makes webconferencing software with features that integrate directly into users' back-end systems such as iinventory,order processing,shipping,tracking,CRM,and tech support systems.Using this software,companies can hold internal meetings as well as giving sales presentations that allow them to check inventory in real-time and place customer orders during the presentation.Quite often,salepeople for the software company make sales presentation to prospects using their own software to show off its capabilities.
Of the following,which would be most important for a salesperson to discover to tailor the presentation to the prospect's specific needs and not just the general benefits of the webconferencing software?

A)The prospect's budget for the purchase.
B)How familiar the prospect is with webconferencing software in general.
C)Whether the director of sales at the prospect company is familiar with webconferencing software.
D)Whether the prospect has used paid webconferencing software or only free webconferencing software before.
E)What kinds of clients the prospects presents to and how the typical presentation uses the prospect's back-end systems.

Question 42

Juan Alcobar has been working as a junior sales representative for a large equipment manufacturer for six weeks when Sarah Gittins,a senior sales representative,is assigned his help in preparing and presenting to a huge new prospect she has just started working with.
What is the first step Juan should take upon receiving the assignment to help Sarah with the presentation?

A)Start putting together a price quote for the prospect.
B)Ask his sales manager what his percentage of the commission will be if he helps Sarah make the sale.
C)Call his friend who works for a competing company and ask if they have ever done business with the prospect.
D)Do several hours of internet research on the prospect to present to Sarah.
E)Talk to Sarah about what she already knows about the client and how far into the sales process she is.

Question 43

A company makes webconferencing software with features that integrate directly into users' back-end systems such as iinventory,order processing,shipping,tracking,CRM,and tech support systems.Using this software,companies can hold internal meetings as well as giving sales presentations that allow them to check inventory in real-time and place customer orders during the presentation.Quite often,salepeople for the software company make sales presentation to prospects using their own software to show off its capabilities.
In what way is understanding the product absolutely essential for a salesperson to be able to use adaptive selling to sell teleconferencing software?

A)The salesperson must know the product completely to be able to persuade prospects to purchase it.
B)The salesperson must know the pricing schedule for all products and volumes of sales so that he or she can give a quote instantly to an interested prospect on the phone.
C)The salesperson must understand the ins and outs of the product to be able to quickly reevaluate the best configuration for a prospect based on new information from the prospect.
D)The salesperson must know the product to be able to point out the flaws in competitor's teleconferencing software to prospects.
E)The salesperson must know all about the product to be able to explain all the features during a presentation.

Question 44

Approach,presentation,demonstration,negotiation,close,and servicing the sale are steps in the Six-Step ________ ________.

Question 45

Practicing an approach before making initial contact is beneficial because:

A)optimism is crucial to successful selling
B)rehearsal reduces the chances that you will make a mistake
C)you will rehearse so much that the presentation will sound "canned"
D)some anxiety is normal
E)it helps you develop a deeper commitment to your goals

Question 46

Preparing presale objectives,developing a presale presentation plan,and providing outstanding customer service are the three parts of:

A)the customer alliance
B)the presale approach
C)the presentation plan
D)the presentation strategy
E)the followup

Question 47

Juan Alcobar has been working as a junior sales representative for a large equipment manufacturer for six weeks when Sarah Gittins,a senior sales representative,is assigned his help in preparing and presenting to a huge new prospect she has just started working with.
Sarah has already made a brief call on the prospect.Which of the following objectives has she most likely achieved?

A)establish rapport and presented solutions
B)established rapport and asked basic needs discovery questions
C)asked basic needs discovery questions and negotiated pricing
D)negotiated pricing and closed the sale
E)closed the sale and agreed on shipping terms

Question 48

List and explain the steps in the Six-Step Presentation Plan.

Question 49

Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.

Question 50

Juan Alcobar has been working as a junior sales representative for a large equipment manufacturer for six weeks when Sarah Gittins,a senior sales representative,is assigned his help in preparing and presenting to a huge new prospect she has just started working with.
Juan and Sarah make a second call on the client to present the proposal.At the end of the presentation,the prospect takes the proposal and asks Juan and Sarah to email her a copy to send to the purchasing department.

A)This is a refusal of the sale,because the buyer has passed the proposal off to another department.
B)This is a negative outcome,as the prospect did not definitely commit to buying.
C)This is a neutral outcome,as the prospect did not take any action.
D)This is a positive outcome,as the prospect is seriously considering the proposal by bringing in the purchasing department.
E)This is a guarantee of a sale,as asking for a proposal is a binding agreement to purchase.

Question 51

Preparation for the actual sales presentation is a two-part process.Part one is referred to as the ________ and part two is called the ________.

Question 52

Before the salesperson makes an approach,he or she needs to plan the:

A)implementation
B)solution
C)presentation
D)close
E)preapproach

Question 53

Juan Alcobar has been working as a junior sales representative for a large equipment manufacturer for six weeks when Sarah Gittins,a senior sales representative,is assigned his help in preparing and presenting to a huge new prospect she has just started working with.
Sarah and Juan work together to analyze the answers to the questions Sarah asked the prospect about their needs.Based on this analysis,Juan and Sarah put together:

A)a list of questions about the prospect's payment process
B)a pricing discount schedule
C)a proposal of products that will solve the prospect's problems
D)a plan for customer service to implement the products
E)a billing schedule

Question 54

It is vital to treat secretaries,assistants,and receptionists with respect because:

A)they are a central part of the buying center
B)they usually have decisionmaking powers
C)they control your access to the decisionmakers
D)they have final sign-off on purchases
E)they will be the end-users of your product

Question 55

Fear of taking risks and fear of rejection are two thought patterns that may be responsible for sales call reluctance.Which of the following is another pattern that may be responsible for sales call reluctance?

A)fear of showing the product
B)fear of not trying hard enough
C)fear of talking about benefits
D)lack of self-confidence
E)lack of fear

Question 56

Juan Alcobar has been working as a junior sales representative for a large equipment manufacturer for six weeks when Sarah Gittins,a senior sales representative,is assigned his help in preparing and presenting to a huge new prospect she has just started working with.
As Sarah and Juan begin to put together the actual presentation,which of the following do they focus on first?

A)Clarifying the objectives for the presentation using their company's standard form.
B)Anticipating the needs the prospect has based on the financial and strategy information they discover about the prospect through public records and media interviews.
C)Searching the CRM system for information on purchase records of other similarly-sized clients.
D)Finding the correct format and graphics for the physical PowerPoint presentation.
E)Listing all the features of the equipment they offer in a way that's easy for the prospect to read.

Question 57

A company makes webconferencing software with features that integrate directly into users' back-end systems such as iinventory,order processing,shipping,tracking,CRM,and tech support systems.Using this software,companies can hold internal meetings as well as giving sales presentations that allow them to check inventory in real-time and place customer orders during the presentation.Quite often,salepeople for the software company make sales presentation to prospects using their own software to show off its capabilities.
A salesperson for the webconferencing software company is presenting to a group of buyers at a current client.One of the buyers was responsible for the original purchase of the software,while the others are not familiar with it.What will be a factor the salesperson must keep in mind when planning the call?

A)playing on the feelings the original buyer has for the software
B)finding out who is the primary decisionmaker to know how to balance the presentation
C)presenting to the current buyer and not to the buyers who are not familiar with the software
D)ensuring that the new buyers understand all the features of the software even if this is repetitive for the current buyer
E)the customer may want a discount for repeat business

Question 58

List and explain the three prescriptions to developing a good presentation strategy.

Question 59

________,not to be confused with telemarketing,include many of the same elements as traditional sales.

Question 60

When you use the ________ approach,your opening statement should include a direct reference to the third party.

Question 61

Emmanuelle Djubo is a sales representative for a trade association that exports textiles made with a traditional dyeing process to companies in the fashion and home decorating industries internationally.
While giving the sales presentation,Emmanuelle uses the information she has discovered about the retailer's needs to present the buyers with:

A)the benefits of retailing her association's textiles
B)the features that make her association's textiles superior
C)a price high enough to leave room for negotiation
D)strong reasons not to purchase from competitors
E)a marketing campaign that will sway them to purchase

Question 62

A company makes webconferencing software with features that integrate directly into users' back-end systems such as iinventory,order processing,shipping,tracking,CRM,and tech support systems.Using this software,companies can hold internal meetings as well as giving sales presentations that allow them to check inventory in real-time and place customer orders during the presentation.Quite often,salepeople for the software company make sales presentation to prospects using their own software to show off its capabilities.
How is precall planning different when presenting to a current client than to a new prospect?

A)It is more important for new clients,as current clients have the same needs they did when they originally purchased the product,but new clients' needs are unknown.
B)It is more important for new clients,as the salesperson must have a more polished,smoother manner with new clients to earn their trust.
C)It is useful to do precall planning with both old and new clients if you have the time to,but a good salesperson can conduct an effective sales call without prior preparation.
D)It is equally important for both types of clients,as current clients' needs may have changed since the original purchase.
E)It is more important for current clients,as the stakes are higher that they will reject a proposal once they have used the software.

Question 63

Emmanuelle Djubo is a sales representative for a trade association that exports textiles made with a traditional dyeing process to companies in the fashion and home decorating industries internationally.
She has made an initial approach to the largest home goods retailer in Australia,and has gained some basic information about the retailer's buying process as well as making contact and establishing rapport with key buyers for the retailer. Now that Emmanuelle has this information,what is her next step in the presentation plan to the retailer?

A)making an initial introduction so the buyers know who she is
B)talking to the buyers to discover what their needs are
C)asking for the sale
D)making a formal sales presentation,including presenting benefits
E)negotiating the price the retailer will pay

Question 64

Emmanuelle Djubo is a sales representative for a trade association that exports textiles made with a traditional dyeing process to companies in the fashion and home decorating industries internationally.
Emmanuelle calls the buyer and arranges to meet her at the buyer's office to talk about both organizations.Before Emmanuelle goes to the meeting she does which of the following activities?

A)performs some visualization activities to help her focus on winning the sale
B)breaks the ice by mentioning a mutual acquaintance
C)prepares a PowerPoint presentation about the trade association's history and products
D)sends the buyer an email outlining the features of the textiles
E)researches the retailer and the buyer on the internet to get basic information

Question 65

A company makes webconferencing software with features that integrate directly into users' back-end systems such as iinventory,order processing,shipping,tracking,CRM,and tech support systems.Using this software,companies can hold internal meetings as well as giving sales presentations that allow them to check inventory in real-time and place customer orders during the presentation.Quite often,salepeople for the software company make sales presentation to prospects using their own software to show off its capabilities.
What is the particular challenge the salesperson will face when presenting to a group of buyers,one of whom uses and made the original decision to purchase the product,and others who are not familiar with the webconferencing software?

A)The salesperson needs to be able to show the new buyers why the software is working for their company when they may not know a history of how things were before they had it to really understand the benefits.
B)The salesperson needs to be able to be extremely technical for the purchaser while using non-technical language for the new buyers.
C)The salesperson needs to be able to raise the price for the software without offending the current purchaser,knowing that the new buyers will not object to the new pricing.
D)The salesperson needs to be able to explain to the current purchaser why it is important to purchase the software again while not confusing the new buyers about the features of the software.
E)The salesperson needs to be able to explain the software to the new buyers who may have never used it.

Question 66

Emmanuelle Djubo is a sales representative for a trade association that exports textiles made with a traditional dyeing process to companies in the fashion and home decorating industries internationally.
Emmanuelle enjoys the process of helping buyers discover reasons to purchase that they initially think are obstacles to purchasing her association's textiles.Another name for this process is:

A)discovery
B)marketing
C)negotiation
D)closing
E)persuading

Question 67

Emmanuelle Djubo is a sales representative for a trade association that exports textiles made with a traditional dyeing process to companies in the fashion and home decorating industries internationally.
Emmanuelle is at a trade show,and runs into one of the buyers for the largest home decor retailer in Australia.Emmanuelle gives the buyer her elevator pitch,which:

A)establishes a rapport between Emmanuelle and the buyer
B)explains the product to the buyer so that she asks for a price quote
C)gives the buyer enough information to pique her interest and give Emmanuelle her card
D)presents the benefits to the buyer of purchasing the product to retail
E)suggests that the buyer will receive a discount if she purchases from Emmanuelle