Deck 5: Adaptive Selling for Relationship Building

Question 1

Lauren can be described as assertive because she has strongly held convictions,and she is very vocal about her opinions.

Answer 1

True

Question 2

Industrial purchasing agents rate product knowledge as one of the most important attributes of a good salesperson.

Answer 2

True

Question 3

Top salespeople are a valuable source of knowledge within a company.

Answer 3

True

Question 4

Assertive people readily express joy,anger,and sorrow,while responsive people do not.

Question 5

An outlined presentation can be very effective because it is well organized.

Question 6

A canned presentation is designed on the basis of the needs of a customer.

Question 7

David Merrill and Roger Reid developed a sales training method that divides prospects into four different categories: relater,socializer,thinker,and director.

Question 8

Personal selling is the most effective marketing communication medium because it allows salespeople to manipulate customers.

Question 9

Teddy has very strong opinions about whether his local senator should be re-elected in the upcoming election,but he keeps them to himself.Because his opinions are so strongly held,it is correct to describe him as assertive.

Question 10

Salespeople need product knowledge about competitors' products as well as their own.

Question 11

Performance feedback is more useful to salespeople than diagnostic feedback.

Question 12

A customer recognizes a sales representative giving a customized presentation as a professional who is helping solve problems,not just selling products.

Question 13

It is important for salespeople to be able to retrieve brochures and other business collateral from their knowledge management systems.

Question 14

As a salesperson using adaptive selling,it is important to give all prospects and clients the same standard presentation.

Question 15

A sales manager says,"Let's talk about why you did not achieve your goals last month." The sales manager is providing diagnostic feedback.

Question 16

Highly responsive people devote more effort toward controlling their emotions.

Question 17

Effective salespeople adapt their selling strategies and approaches to the selling situation.

Question 18

The most appropriate presentation technique for use with adaptive selling is the canned method.

Question 19

Practicing adaptive selling does not mean salespeople should be dishonest about their products or their personal feelings.

Question 20

Performance feedback provides information about what you are doing right and what you are doing wrong.

Question 21

For people categorized as "amiables" in the social style matrix,their loyalty toward suppliers is based on their feeling that well-reasoned decisions do not need to be reexamined.

Question 22

Individuals classified as "drivers" in the social style matrix have a great desire to get ahead in their companies and careers.

Question 23

Amiable is thought to be the best social style for a sales presentation.

Question 24

According to the social style matrix,prospects who are categorized as "drivers" expect the atmosphere in sales interviews to be businesslike,effective,and efficient.

Question 25

Before Harley can make a(n)_____ presentation,he will need cooperation from the client in conducting an analysis of the client's needs.

A) standard memorized
B) canned
C) customized
D) outlined
E) standardized

Question 26

The _____ method of conducting a sales presentation offers the greatest opportunity for a salesperson to respond to client input.

A) memorized
B) outlined
C) exacting
D) canned
E) customized

Question 27

Which of the following statements about a standard memorized presentation is FALSE?

A) It represents a highly inflexible type of presentation.
B) It encourages salespeople to talk too much and listen too little.
C) It discourages prospect participation during the presentation.
D) It prevents the salesperson from discovering his or her prospects' actual needs.
E) It requires the ability to speak extemporaneously during the presentation.

Question 28

Harvey uses an organized presentation which has a standard introduction along with standard answers to commonly asked questions.It follows a standard approach toward securing orders from customers.Harvey is using a(n)_____ presentation.

A) customized
B) outlined
C) adaptive
D) canned
E) cause and effect

Question 29

The slogan best suited to individuals classified as "drivers" is,"Let's not make any hasty decisions."

Question 30

Which of the following is a benefit of the standard memorized sales presentation?

A) It ensures that the salesperson will provide complete and accurate information about the company's products and policies.
B) It is one of the most adaptive presentation techniques.
C) The salesperson's ability to speak spontaneously is enhanced while using this type of presentation.
D) It is based on a detailed analysis of an individual customer's situation and needs.
E) It provides a high degree of flexibility to sales representatives because they need to keep the changing needs of customers in mind.

Question 31

Jimmy sells encyclopedias.Every time he knocks on a door,he begins by asking,"Are there any small children in the house?" From there,he asks about their age,and if the parent has considered preparing for their children's future.If the customer does not refuse to listen to him right away,he begins to list the benefits of owning a set of encyclopedias.He always lists the benefits in the same way and always ends his presentation by saying,"You need to buy your child a set of these books to protect his or her future." Because Jimmy makes no adjustments as he talks to a prospect,it can be said that Jimmy is using a(n)_____ presentation.

A) customized
B) adaptive
C) standard memorized
D) outlined
E) cause and effect

Question 32

Individuals classified as "expressives" in the social style matrix are low on assertiveness and low on responsiveness.

Question 33

According to the social style matrix,prospects who are categorized as "analyticals" expect sales interviews to proceed at a quick pace.

Question 34

Which of the following statements about the standard memorized sales presentation is FALSE?

A) It ensures that the salesperson will provide complete and accurate information about the company's products and policies.
B) It is very effective in telemarketing.
C) A salesperson who is a beginner can quickly gain confidence during such a presentation.
D) It is based on a detailed analysis of an individual customer's situation and needs.
E) It combines the best elements of the presentations used by a firm's best salespeople.

Question 35

Some companies insist that their inside telemarketing salespeople:

A) customize their sales presentation based on a computerized customer-prediction model.
B) collect a lot of precall information about every customer they call with their offers.
C) memorize the entire sales presentation and deliver it word for word.
D) avoid providing information about the features of their products on the phone.
E) all of the above.

Question 36

On the first day of Barbara's new sales job,she was given a written sales presentation and asked to learn it so she could recite it when she called on prospects.Her sales manager insisted that she deliver this presentation word for word.Barbara will be using a(n)_____ presentation during her sales calls.

A) customized
B) adaptive
C) standard memorized
D) outlined
E) modified

Question 37

According to the social style matrix,people with an expressive social style focus on the future,directing their time and effort toward achieving their vision.

Question 38

A salesperson who is a specialist,has a well-defined set of interests,and avoids negotiations by sticking to his principles is highly versatile.

Question 39

Instead of using her company's standard memorized presentation,Fiona has developed an outline presentation.She knows an outline presentation has the advantage(s)of being:

A) informal and natural.
B) completely customized to customers' needs.
C) simplistic and completely flexible.
D) gradual and powerful.
E) aggressive and sincere.

Question 40

For people categorized as "amiables" in the social style matrix,loyalty toward suppliers is based on personal relationships.

Question 41

Adaptive selling suggests that you may have to adjust your selling strategy based on the prospect's _____.

A) age
B) religion
C) family customs
D) image of the "perfect product"
E) all of the above

Question 42

"Your approach on that last call was off-target.You were emphasizing low acquisition cost,while the prospect seemed more interested in durability and minimizing the need for regular maintenance," critiqued Robin's sales manager after the two of them left a sales call they had made together.Robin is receiving _____ feedback.

A) reciprocal
B) diagnostic
C) performance
D) generalized
E) damage control

Question 43

_____ refers to a dimension of the social style matrix that describes how emotional people tend to get in social situations.

A) Assertiveness
B) Attentiveness
C) Receptiveness
D) Awareness
E) Responsiveness

Question 44

The _____ method of sales presentation is most consistent with the application of the marketing concept.

A) standard memorized
B) customized
C) flexible
D) outlined
E) focused

Question 45

Which of the following statements about organizing knowledge of sales situations and customers into categories is true?

A) Product knowledge is more important than knowledge of sales situations.
B) Categorizing sales situation and customers is often done on an arbitrary basis.
C) The benefits of organizing knowledge into categories are limited to the group of salespeople developing these categories.
D) Most salespeople find that three categories are sufficient to classify their customers.
E) By developing categories, salespeople free up mental capacity to think more creatively.

Question 46

Luisa has been in sales for about three years.In that time,she has learned that different sales presentations are necessary for different customers.In fact,she often changes her presentation during her sales calls depending upon the nature of the selling situation she encounters.Luisa is using:

A) generalized selling strategies.
B) referral opening.
C) adaptive selling.
D) seeding.
E) standardized sales strategies.

Question 47

As part of his job,Leon is required to travel from one prospective client's location to another,where he performs detailed analyses of the clients' operations and helps his company's salespeople prepare presentations on how his company's products will improve the prospect's way of doing business.The sales force of Leon's company uses _____ presentations.

A) memorized
B) outlined
C) standardized
D) canned
E) customized

Question 48

The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions: assertiveness and responsiveness.

A) affinity
B) social style
C) personality
D) sales approach
E) prospect reference

Question 49

The two critical dimensions used to understand social behavior under the social style matrix are:

A) assertiveness and responsiveness.
B) passiveness and aggressiveness.
C) positive and negative.
D) aural and verbal.
E) domestic and international.

Question 50

To sell to Joann,you need to appeal to her ego.She'd rather hear that your new product will make people notice her as an innovative leader than be told about the cost savings it will provide or that employees will benefit from it.Joann's social style best fits the description of _____ according to the social style matrix.

A) drivers
B) expressives
C) amiables
D) analyticals
E) motivators

Question 51

While making a presentation to the owner of Harold's Dress Shop about a window display,Scott began to pick up nonverbal cues that this was not what the owner wanted.Scott asked,"Would you be interested in a window with less clutter that showcased some of your more expensive items?" When the owner replied,"Yes," then Scott modified his existing sales strategy to incorporate his ideas for the showcase window.In this scenario,Scott was seen to be practicing _____ selling

A) standardized
B) fixed
C) outlined
D) adaptive
E) methodological

Question 52

Even before Michelle could explain why a prospect had not purchased her company's new line of eco-friendly outdoor furniture,her supervisor started explaining to her that she should have emphasized the fact that the furniture was made through a revolutionary recycling process and that its prices were justified by its quality and eco-friendly nature.In this scenario,the supervisor provided Michelle with _____ feedback by telling her how she could make better sales presentations.

A) reciprocal
B) intrinsic
C) performance
D) evaluative
E) diagnostic

Question 53

Studies have shown that using customer relationship management systems:

A) hinder the ability of salespeople to provide a customized sales presentation.
B) have a positive impact on being adaptive while selling.
C) reduce the versatility of the salespeople.
D) provide complete access to all details of customers to all employees of a company.
E) help firms create automated relationship correspondence systems.

Question 54

When Tony sells his company's line of labor-saving kitchen appliances to Tom King,the owner of Tom's Chinese Delights-a small but popular diner-he carries a few samples with him and demonstrates how swiftly one can chop,slice,or grate vegetables and fruits using his product.When Tony sells the same product to Franklin Towers-a luxury hotel-he shows its managers a list of other highly reputed hotels that already use his line of kitchen appliances.This ability to vary his sales presentation indicates that Tony is practicing _____ selling.

A) reactive
B) fixed
C) outlined
D) adaptive
E) methodological

Question 55

Before Janice calls on a client to sell her company's inverters,she collects information about what the client needs.During the sales presentation,she focuses on the overall power consumption and power backup needs of the client and highlights how purchasing her product will substantially benefit the client's operations.Janice most likely uses the _____ method of giving sales presentations.

A) canned
B) outlined
C) question and answer
D) customized
E) informal

Question 56

When Marty met with his supervisor,the supervisor congratulated him for achieving 4 out of his 6 sales call objectives for the quarter and told him to try harder to achieve all of his sales call objectives in the next quarter.He then asked him to send in the next salesperson for her evaluation.Marty had hoped his supervisor would provide him with some help in figuring out why he had been unable to achieve all of his objectives.Marty wanted _____ feedback,but his supervisor gave him _____ feedback.

A) intrinsic; extrinsic
B) diagnostic; performance
C) evaluative; primary
D) performance; corrective
E) positive; negative

Question 57

Inez is best described as a very emotional,people-oriented person who has an animated way of talking.She also has a take-charge attitude,an ability to take initiative,and has been called a risk taker.Into which quadrant of the social style matrix would you place Inez based on this information?

A) Drivers
B) Expressives
C) Amiables
D) Analyticals
E) Motivators

Question 58

"If you'd follow my instructions more carefully and focus on getting the job done,you'd be a lot more successful." These instructions tell you that the person giving them is most likely a(n)_____ according to the social style matrix.

A) driver
B) expressive
C) amiable
D) analytical
E) motivator

Question 59

_____ feedback provides information about what you are doing right and what you are doing wrong.

A) Extrinsic
B) Diagnostic
C) Performance
D) Intrinsic
E) Fundamental

Question 60

Conrad makes a conscious effort to control his emotions in all situations.In terms of the social style matrix,Conrad's way of behaving is indicative of:

A) low assertiveness.
B) high assertiveness.
C) low responsiveness.
D) high responsiveness.
E) None of the above

Question 61

"With your gardening background,Ms.Black,I am sure you can see the time and energy you would save by investing in this new self-propelled tiller.Because you can grow an even bigger vegetable garden with the same energy,and have more vegetables to sell,you will be able to easily repay the initial investment after the first year,even when we factor in an assumed rate of interest of 12.5 percent." Based on the details provided by the salesperson's presentation here,Ms.Black most likely belongs to the category of _____ in the social style matrix.

A) drivers
B) expressives
C) amiables
D) analyticals
E) avoiders

Question 62

The effort people make to increase the productivity of a relationship by adjusting to the needs of the other party is known as:

A) dependability.
B) resilience.
C) maneuverability.
D) versatility.
E) compatibility.

Question 63

A disadvantage of salespeople categorized as "drivers" according to the social style matrix is that customers perceive them as being:

A) pushy and dominating.
B) friendly and unstable.
C) cold and calculating.
D) undisciplined and inflexible.
E) irrational and passive.

Question 64

In the context of the social style matrix,which of the following is a strength of the expressive social style?

A) Dramatic flair
B) Thoroughness
C) Decisive nature
D) Analytical bent of mind
E) Calculating nature

Question 65

According to the social style matrix,when selling to an amiable prospect,a salesperson should:

A) avoid establishing any long-term relationship.
B) stress the product's benefits in terms of its effect on the satisfaction of employees.
C) highlight the power, prestige, and authority the prospect would gain from the purchase.
D) try to close the deal with a quick purchase decision.
E) create a presentation that would appeal to a risk taker.

Question 66

As you enter a prospect's office,you see _____ and become fairly certain that you are dealing with a prospect who would be categorized as an amiable according to the social style matrix.Which of the following most likely gave you this impression?

A) annual sales awards on the wall
B) a prominently displayed calendar
C) pictures of the prospect's family on the desk
D) a graph of the projected sales for the quarter
E) numerous sales charts

Question 67

For the last two weeks,Jake,a newly-hired sales trainee,has been working with you as you make sales calls and carry out the responsibilities associated with managing your territory.During this time,you have found him to be consistently dependable,supportive,and personable,but at times he has struck you as somewhat undisciplined.Based on your knowledge of the social style matrix,you would classify Jake as a(n):

A) leader.
B) expressive.
C) driver.
D) analytical.
E) amiable.

Question 68

In the context of the social style matrix,the best social style for a salesperson is that of a(n):

A) driver.
B) amiable.
C) analytical.
D) expressive.
E) None of the above

Question 69

As Karen studies her prospect for cues regarding his social style,she should:

A) rely entirely on her first impressions.
B) not let her own feelings cloud her judgment of the prospect's behavior.
C) assume that, if he is involved in a technical job, he must be an analytical.
D) base her assumptions on feelings and intuition rather than rational thought.
E) never doubt her assessment once she has made one.

Question 70

Even though Vincent has an analytical orientation,he is able to modify his sales presentations to accommodate the styles of his customers.This means that Vincent has a high degree of:

A) expressiveness.
B) rigidity.
C) versatility.
D) assertiveness.
E) maneuverability.

Question 71

David,your company's newest salesperson,tells his sales manager,"I wish I could figure out my new prospect.He is friendly,seems to agree with everything I say,but he keeps postponing the decision about which company will be his primary supplier.It's driving me nuts!" Based on your knowledge of the social style matrix,you can inform David that his prospect seems to fall under the category of:

A) drivers.
B) expressives.
C) amiables.
D) analyticals.
E) risk-takers.

Question 72

James is best described as a risk avoider who moves and speaks slowly and deliberately.He is supportive by nature,cool and aloof,and never shows any emotion.In which of the following categories of the social style matrix does this information place James?

A) Drivers
B) Expressives
C) Amiables
D) Analyticals
E) Gatekeepers

Question 73

Before going into a prospect's office,the secretary advised the new salesperson that her boss likes facts and figures and is suspicious of anyone who tries to establish a personal relationship with him.With the secretary's description,the salesperson would most likely conclude that the prospect falls under the category of:

A) drivers.
B) expressives.
C) amiables.
D) analyticals.
E) avoiders.

Question 74

When Kerry went to meet a new prospect,he found that the man was dressed in a flamboyant suit and his office had an open and friendly atmosphere.His desk was quite cluttered and unorganized.Furthermore,Kerry noticed the prospect waving at and greeting subordinates throughout the sales presentation.Kerry's prospect will most likely fall under the category of _____ according to the social style matrix.

A) drivers
B) expressives
C) amiables
D) analyticals
E) radicals

Question 75

The strengths of any social style can be weaknesses if they are not consistent with what a customer wants.For example,the orderly,serious,and thorough nature of analyticals may also be perceived as:

A) cold and calculating.
B) undisciplined.
C) overly anxious.
D) opinionated and unstable.
E) inflexible and irrational.

Question 76

According to the social style matrix,which of the following is a strength of the analytical social style?

A) Dramatic flair
B) Thoroughness
C) Decisiveness
D) Risk-taking attitude
E) Personable attitude

Question 77

The strengths of any social style can be weaknesses if they are not consistent with what a customer wants.For example,the enthusiasm and dramatic flair of an expressive social style in a salesperson may lead to him being labeled as:

A) pushy and dominating.
B) opinionated and unstable.
C) cold and calculating.
D) undisciplined and inflexible.
E) irrational and psychotic.

Question 78

Moira and Mariah are sisters.Both of them are risk avoiders.They speak slowly and softly in a monotone voice,exhibit deliberate and stiff movements,and use few gestures.Both of them dislike people who tend to be slow,late,and inconsistent.They don't like the idea of dressing casually to work,and they appreciate lectures that include lots of facts and figures.According to the social style matrix,Moira and Mariah would be classified as:

A) analyticals.
B) drivers.
C) expressives.
D) amiables.
E) amicables.

Question 79

Each quadrant of the social style matrix defines a different type of personality.People who are low on assertiveness and high on responsiveness are called:

A) drivers.
B) expressives.
C) amiables.
D) analyticals.
E) gatekeepers.

Question 80

Which of the following items does NOT suggest that the prospect you are meeting with is an analytical prospect,according to the social style matrix?

A) The piece of mail in the top of his "in" basket announcing this month's selection in the Popular Science Book Club
B) Several plaques on the wall awarded to him for exceeding productivity expectations
C) The dark suits, white shirts, and conservative ties that the prospect commonly wears
D) A diploma in electrical engineering from Georgia Tech displayed in the office
E) A framed liberal arts diploma on the wall along with posters of his favorite soccer team