Selling Building Partnerships 10Th Edition By Stephen - Test Bank

Selling Building Partnerships 10Th Edition By Stephen – Test Bank

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Chapter 05

Adaptive Selling for Relationship Building

True / False Questions

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

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

3.	A canned presentation provides more opportunity for the customer to participate in the sales interaction than does an outlined presentation. True False

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

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

6.	A customer recognizes a sales representative giving a customized presentation as a professional who is helping provide real value, not just selling products. True False

7.	Customized presentations can be delivered at a low cost by unskilled salespeople with little training. True False

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

9.	Purchasing agents rate product knowledge as one of the most important attributes of a good salesperson. True False

10.	Salespeople need to know about their competitors’ products as well as their own because they are frequently asked to compare their products to competitors’ offerings. True False

11.	Successful sales managers give their salespeople performance feedback rather than diagnostic feedback. True False

12.	The Challenger Sales model suggests that the most successful salespeople create winning proposals because they actually understand a prospect’s world better than the prospect understands it. True False

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

14.	A sales manager says, “Let us talk about why you did not achieve your goals last month.” In this scenario, the sales manager is providing diagnostic feedback. True False

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

16.	Teddy has very strong opinions about whether his local senator should be reelected 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. True False

17.	Lauren can be described as assertive because she has strongly held convictions, and she expresses her convictions publicly. True False

18.	Assertive people readily express joy, anger, and sorrow, whereas responsive people do not. True False

19.	Highly responsive people devote a lot of effort toward controlling their emotions. True False

20.	In the context of the social style matrix, drivers are low on assertiveness and high on responsiveness. True False

21.	The slogan best suited to individuals classified as “drivers” is “Let us not make any hasty decisions.” True False

22.	According to the social style matrix, individuals classified as “drivers” have a great desire to get ahead in their companies and careers. True False

23.	According to the social style matrix, individuals classified as “expressives” are low on assertiveness and low on responsiveness. True False

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

25.	According to the social style matrix, amiables tend to develop loyalty toward suppliers. True False

26.	According to the social style matrix, amiables’ loyalty toward suppliers is based on their feeling that well-reasoned decisions do not need to be reexamined. True False

27.	According to the social style matrix, prospects who are categorized as “drivers” expect the atmosphere in sales interviews to be businesslike. True False

28.	According to the social style matrix, prospects who are categorized as “analyticals” expect sales interviews to proceed at a quick pace. True False

29.	Being amiable is thought to be the best social style for a salesperson. True False

30.	Salespeople who are specialists, have well-defined interests, and avoid negotiations by sticking to their principles are highly versatile. True False

Multiple Choice Questions

31.

Jimmy works as a salesperson with Encyclopedia Inc. and usually visits his clients’ homes to sell his company’s books. During all his client visits, he talks about his company, informs clients about the unique features of the books, and asks the same set of questions. Over a period of time, he has realized that memorizing the sales pitch and delivering it word for word has helped him perform his task better. Which of the following has most likely helped Jimmy improve his performance in this scenario?

A.	The customized presentation

B.	Diagnostic feedback

C.	The standard memorized presentation

D.	Performance feedback

E.	Personal selling

32.

On her first day as a salesperson, Barbara was given a written sales presentation and asked to learn it so that she could recite it while talking to her prospects. Her sales manager insisted that she deliver this presentation word for word. In this scenario, Barbara will most likely be using _____ presentation during her sales calls.

A.	a customized

B.	an adaptive

C.	a standard memorized

D.	an outlined

E.	a modified

33.

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

A.	It ensures that salespeople will provide complete and accurate information about their firm’s products and policies.

B.	It is one of the most adaptive presentation techniques.

C.	A 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.

34.

In the context of the most common sales presentation types, which of the following statements is true about the standard memorized presentation?

A.	Its applicability is an advantage because it lets a salesperson demonstrate empathy, which is an important step in developing a partnering relationship.

B.	It is more informal and natural than the customized presentation.

C.	It provides more opportunity for a customer to participate in the sales interaction than does an outlined presentation.

D.	Its effectiveness is limited because it offers no opportunity for the salesperson to tailor the presentation to the needs of a specific customer.

E.	It fails to help bring new salespeople up to speed quickly or to give them confidence.

35.

Some companies insist that their inside salespeople:

A.	customize their sales presentation based on a computerized customer-prediction model.

B.	collect substantial information about a customer before they interact with him or her.

C.	memorize the entire sales presentation and deliver it word for word.

D.	avoid providing information about the features of their products over the telephone.

E.	all of these.

36.

Harvey uses a prearranged presentation that includes a standard introduction and standard answers to common objections raised by customers. It also includes a standard method for getting a customer to place an order. In this scenario, Harvey is most likely using a(n) _____ presentation.

A.	customized

outlined

adaptive

canned

E.	cause-and-effect

37.

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

A.	informal and natural.

B.	completely customizable to customers’ needs.

C.	simplistic and completely flexible.

D.	gradual and powerful.

E.	aggressive and sincere.

38.

In the context of the most common sales presentation types, salespeople have the greatest opportunity to adapt their presentations to customer needs when using the _____ presentation.

memorized

outlined

exacting

canned

E.	customized

39.

Before Harley can make a(n) _____ presentation, he will need cooperation from his clients to conduct an analysis of their needs.

A.	standard memorized

canned

C.	customized

outlined

E.	standardized

40.

As part of his job, Leon travels from one prospective client’s location to another and performs detailed analyses of their operations. Based on the data, he then helps his team prepare presentations on how the company’s products can improve the clients’ business. This scenario best exemplifies _____ presentations.

memorized

outlined

C.	standardized

canned

E.	customized

41.

Before Janice calls her clients to sell her company’s UPS system, she collects information about what they need. During her sales presentation, she focuses on the individual power consumption and power backup needs of her clients and explains how purchasing her company’s product will be beneficial for their operations. In this scenario, Janice most likely uses the _____ method of sales presentations.

canned

outlined

C.	question-and-answer

D.	customized

informal

42.

In the context of the most common sales presentation types, which of the following statements is true about the customized presentation?

A.	In this type of presentation, salespeople have the least opportunity to adapt their presentations to customer needs.

B.	It can be delivered at a low cost by unskilled salespeople with little training.

C.	It is an extreme example of nonadaptive selling.

D.	In this type of presentation, the customer recognizes the sales representative as a professional who is just selling a product.

E.	It lets the salesperson demonstrate empathy.

43.

Luisa has worked as a salesperson for almost three years. During this period, she has learned that different sales presentations are necessary for different customers. She has often changed her presentation depending on the nature of the selling situation. In this scenario, Luisa is most likely using:

A.	generalized selling strategies.

B.	referral openings.

C.	adaptive selling.

seeding.

E.	standardized sales strategies.

44.

Tony works as a salesperson at Franklin Delights, a company that specializes in labor-saving kitchen appliances. When Tony gives a presentation to the owner of a small but popular diner, he actually demonstrates how swiftly one can chop, slice, or grate vegetables and fruits using his company’s product. However, when selling the same product to a luxury hotel, he informs the hotel manager about his existing client base. This ability to vary his sales presentation indicates that Tony is practicing _____ selling.

reactive

fixed

outlined

adaptive

E.	methodological

45.

_____ is similar to personal selling because it allows salespeople to tailor their presentations to each customer.

A.	The standard memorized presentation

B.	The customized presentation

C.	Emotional labelling

Routing

E.	The outlined presentation

46.

During a sales presentation to the owner of Harold’s Dress Shop about a window display, Scott realizes by observing nonverbal behaviors that the owner wants something different. Scott asks, “Would you be interested in a window display with less clutter that showcases some of your more expensive items?” When the owner confirms, Scott modifies his existing sales strategy to incorporate the owner’s ideas for the window display. In this scenario, Scott is most likely practicing _____ selling.

A.	standardized

fixed

Outlined

Adaptive

E.	methodological

47.

Which of the following statements is true about the importance of knowledge in adaptive selling?

A.	Product knowledge is more important than the knowledge of sales situations.

B.	Categorizing sales situations 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 of customer types or types of sales situations, salespeople free up their mental capacity to think more creatively.

48.

“Your approach on that last call was off target. You emphasized low acquisition cost, while the prospect seemed more interested in durability and minimizing the need for regular maintenance,” critiqued Robin’s sales manager when evaluating a sales call they had made together. In this scenario, Robin is receiving _____ feedback.

A.	reciprocal

B.	diagnostic

C.	performance

D.	generalized

E.	damage control

49.

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

Extrinsic

B.	Diagnostic

C.	Performance

Intrinsic

E.	Fundamental

50.

When Marty met his supervisor for his quarterly review, the supervisor congratulated him on closing 4 out of 6 sales deals. The manager also wished him luck for the next quarter. However, Marty wanted his supervisor to help him figure out why he had been unable to close the other deals. In this scenario, Marty wanted _____ feedback, but his supervisor gave him _____ feedback.

A.	intrinsic; extrinsic

B.	diagnostic; performance

C.	evaluative; primary

D.	performance; corrective

E.	positive; negative

51.

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 how she should have emphasized the fact that the furniture is made through a revolutionary recycling process and that the prices are justified by the furniture’s 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

intrinsic

C.	performance

D.	evaluative

E.	diagnostic

52.

Studies have shown that using customer relationship management systems:

A.	hinders the ability of salespeople to provide customized sales presentations.

B.	has a positive impact on being adaptive while selling.

C.	reduces the versatility of salespeople.

D.	provides complete access to customers’ details to all employees of a company.

E.	helps firms create automated relationship correspondence systems.

53.

Which of the following statements best describes style flexing?

A.	Salespeople identify the unique features of their business and emphasize these features during their presentation.

B.	Salespeople record their sales presentation to study their body language and improve.

C.	Salespeople stand in front of a mirror and practice their elevator pitch.

D.	Salespeople discover and name the emotions behind their customers’ statements.

E.	Salespeople adjust their behavior to mirror or match that of their customers.

54.

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

affinity

B.	social style

C.	personality

D.	sales approach

E.	prospect reference

55.

In the social style matrix, the two critical dimensions used to understand social behavior are:

A.	assertiveness and responsiveness.

B.	passiveness and aggressiveness.

C.	positivity and negativity.

D.	aural and verbal cues.

E.	domesticity and internationality.

56.

The degree to which people have opinions about issues and publicly make their positions clear to others is called _____.

A.	effectiveness

B.	responsiveness

C.	emotional labeling

D.	style flexing

E.	assertiveness

57.

Which of the following best describes responsive people?

A.	They are disciplined about time.

B.	They tend to use facts rather than opinions.

C.	They are informal and casual in social situations.

D.	They devote a lot of effort toward controlling their emotions.

E.	They are described as cautious, intellectual, serious, formal, and businesslike.

58.

_____ is a dimension of social style that is based on how emotional people tend to get in social situations.

A.	Assertiveness

B.	Attentiveness

C.	Receptiveness

Awareness

E.	Responsiveness

59.

Unlike more responsive people, less responsive people _____.

A.	are disciplined about time

B.	are playful and friendly

C.	move freely

D.	are warm and approachable

E.	use opinions rather than facts

60.

According to the social style matrix, which of the following best describes drivers?

A.	They are swift and efficient decision makers.

B.	They are low on assertiveness and high on responsiveness.

C.	They prefer working with others because they enjoy people.

D.	They focus on the future, directing their time and effort toward achieving their vision.

E.	They are interested in simple technical information.

61.

Kevin works as a salesperson in a company that manufactures and sells luxury cars. He wants to present a luxury car to Simone, the owner of a luxury car showroom. The customer database team has informed him that she belongs to the expressive quadrant of the social style matrix. What should Kevin do to close the deal?

A.	He should include a cost-benefit analysis in his presentation.

B.	He should inform Simone that the car will be launched at her showroom.

C.	He should focus on the automotive parts used and the features of the car in his presentation.

D.	He should first build a personal relationship with Simone.

E.	He should emphasize that the car comes with a two-year manufacturer’s guarantee.

62.

According to the quadrants of the social style matrix, which of the following should salespeople do when selling to expressives?

A.	They should focus on sales presentations with factual statements and technical details.

B.	They should demonstrate how their product will help the customers achieve personal status and recognition.

C.	They should avoid presenting a product that will require the customers to be the first ones to use the product.

D.	They should refrain from preparing sales presentations with product demonstrations and creative graphics.

E.	They should avoid mentioning testimonials from well-known firms and people during their sales presentations.

63.

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:

drivers.

B.	expressives.

amiables.

D.	analyticals.

E.	gatekeepers.

64.

According to the quadrants of the social style matrix, which of the following should salespeople do when selling to amiables?

A.	They should demonstrate how their product will help achieve personal status and recognition.

B.	They should prepare sales presentations with product demonstrations and creative graphics.

C.	They should stress their product’s benefits in terms of its effects on the satisfaction of employees.

D.	They should use solid, tangible evidence when making presentations.

E.	They should prepare proposals that emphasize the effects of a purchase decision on monetary profits.

65.

According to the quadrants of the social style matrix, which of the following best describes amiables?

A.	They avoid building personal relationships with salespeople.

B.	They are particularly interested in receiving guarantees about a product’s performance.

C.	They are extremely vocal about their personal opinions.

D.	They are high on assertiveness and low on responsiveness.

E.	They achieve their objectives by using power and authority while working with people.

66.

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

Drivers

B.	Expressives

Amiables

D.	Analyticals

E.	Gatekeepers

67.

Moira and Mariah are sisters. Both of them are risk avoiders. They speak slowly and softly in a monotone voice, move stiffly, 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 quadrants of the social style matrix, Moira and Mariah are most likely to be classified as:

A.	analyticals.

drivers.

C.	expressives.

amiables.

E.	gatekeepers.

68.

“With your gardening background, Ms. Black, I am sure you can see the time and energy you will save by investing in this new self-propelled tiller. You can work on 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 in the salesperson’s presentation here, Ms. Black most likely belongs to the _____ quadrant of the social style matrix.

drivers

B.	expressives

amiables

D.	analyticals

avoiders

69.

As you enter a prospect’s office, you see _____ and become fairly certain that you are dealing with a prospect who is most likely to be categorized as an amiable according to the social style matrix.

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

70.

According to the quadrants of the social style matrix, which of the following best describes analyticals?

A.	They are swift decision makers.

B.	They strive to find a way to carry out a task by resorting to influential methods.

C.	They value personal opinions.

D.	They are low on assertiveness and low on responsiveness.

E.	They tend to develop loyalty toward suppliers that is based on personal relationships.

71.

When Kerry went to meet a new prospect, he found that the prospect 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.

drivers

B.	expressives

amiables

D.	analyticals

radicals

72.

According to the quadrants of the social style matrix, which of the following best exemplifies an analytical prospect?

A.	Smith, who speaks quickly and intensely

B.	Jonathon, who maintains direct eye contact throughout a presentation

C.	Keith, who dresses in business casuals

D.	Tiana, who has a playful and friendly disposition

E.	Kimaya, who leans backward during a sales presentation

73.

When identifying customers’ social styles, Karen should:

A.	rely entirely on her first impression.

B.	not let her own feelings cloud her judgment about a prospect’s behavior.

C.	assume that if a prospect is involved in a technical job, the prospect 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.

74.

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

driver.

amiable.

C.	analytical.

D.	expressive.

E.	none of these.

75.

According to the quadrants of the social style matrix, a significant weakness of expressive salespeople is that:

A.	they can seem opinionated, undisciplined, and unstable.

B.	customers can find them pushy and dominating.

C.	customers can view them as cold, calculating, and stuffy.

D.	they can be perceived as undisciplined and inflexible.

E.	they can be extremely orderly and serious.

76.

According to the quadrants of the social style matrix, _____ is most likely a strength of driver salespeople.

A.	efficiency

B.	submissiveness

C.	enthusiasm

D.	creativity

modesty

77.

Jake, a sales trainee, has been working with his manager Tiana for almost a year. He has been helping her prepare presentations and accompanying her during all her sales presentations. During this period, Tiana has found him to be consistently dependable, supportive, and personable. However, she has noticed that he is usually undisciplined and rigid. According to the quadrants of the social style matrix, Jake is most likely a(n) _____ salesperson.

versatile

B.	analytical

amiable

D.	expressive

driver

78.

According to the quadrants of the social style matrix, which of the following is most likely a strength of expressive salespeople?

A.	Efficiency and determinedness

B.	Enthusiasm and creativity

C.	Dependability and supportiveness

D.	Orderliness

E.	Thoroughness

79.

According to the quadrants of the social style matrix, which of the following best describes analytical salespeople?

A.	They are orderly, serious, and thorough.

B.	They have enthusiasm, dramatic flair, and creativity.

C.	They are dependable, supportive, and personable.

D.	They are viewed as pushy and dominating by customers.

E.	They are viewed as undisciplined and inflexible by customers.

80.

According to the quadrants of the social style matrix, identify a similarity between analyticals and amiables.

A.	Both are high on assertiveness.

B.	Both tend to develop loyalty toward suppliers.

C.	Both have enthusiasm, dramatic flair, and creativity.

D.	Both are viewed as pushy and dominating.

E.	Both seem opinionated and unstable.

81.

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.

82.

Unlike less versatile people, more versatile people _____.

A.	stick to principles

B.	look at a single side of an issue

C.	are unpredictable

D.	are specialists

E.	have well-defined interests

Short Answer Questions

83.	List the three types of sales presentations.

84.

While selling to Linda, Brett appears to be friendly and outgoing. He begins the presentation by inquiring about Linda’s family and encourages her to talk about business. While selling to Victoria, he gets right down to the purpose of his call, does not engage in small talk, and uses charts and tables to support his selling points. In this scenario, what kind of selling do you think Brett does?

85.	What do purchasing agents rate as one of the most important attributes of good salespeople?

86.	How does diagnostic feedback help salespeople?

87.	What is the social style matrix?

88.	What are the two dimensions that the social style matrix uses to understand social behavior?

89.	Does simply having strong opinions make an individual assertive? Why, or why not?

90.	Natalie uses facts, is serious, and often speaks in a monotone voice. In the social style matrix, how would Natalie be categorized?

91.

Gwen prepared a 20-minute sales presentation for Mr. James and included facts and figures to show him how her company’s anti-theft system will help improve his business by reducing shoplifting and inventory shrinkage. She knew that she would have his decision within 15 minutes of starting the presentation. In which category of the social style matrix would you place Mr. James?

92.

Ms. Arnold, an inventory manager at HospitalHealth, met two salespeople to finalize a supplier for the hospital’s oxygen machines. She met the first salesperson and told him that she really liked his products and that she hoped to do business together in the future. She met the second salesperson and told him the same thing. Afterward, she told her secretary to find another supplier because neither salesperson actually had the product quality that the hospital desired. In which category of the social style matrix would you place Ms. Arnold?

93.

Hylana walks into a prospect’s office and sees a diploma from California Polytechnic College, a number of models of company products, and a library of reference manuals. She also notices a meticulously organized desk and brochures of her competitors that her prospect has most likely been using to conduct a thorough market research. Under which category of the social style matrix will you place Hylana’s prospect?

94.	Luke walks into a prospect’s office and sees a series of motivational posters, a cluttered desk, and his prospect dressed in flamboyant clothes. Under which category of the social style matrix will you place Luke’s prospect?

95.	Brad frequently adjusts his sales presentation to meet the needs of different customers. What quality does Brad possess that helps him be a successful salesperson?

Essay Questions

96.	What are the differences among standard memorized, outlined, and customized sales presentations?

97.	What is the difference between performance feedback and diagnostic feedback?

98.	How do salespeople acquire knowledge about company products and policies, customer needs, and selling situations?

99.	List and describe the two dimensions of the social style matrix.

100.	Based on the social style matrix, describe drivers and expressives and the appropriate sales techniques for each category.

101.	Based on the social style matrix, describe amiables and analyticals and the appropriate sales technique for each category.

102.	List a few suggestions that might help salespeople accurately assess a prospect’s social style.

103.	Luke attended a course in which he was trained to apply the social style matrix to make better sales presentations. When he got home from the course, he tried to apply the techniques he had learned to determine his own social style. Why might his self-assessment be very misleading?

104.	How can salespeople improve their versatility in sales situations?

105.	Henry attended a course in which he was trained to apply the social style matrix to make better sales presentations. When he got home from the two-hour course, he tried to apply the techniques he had learned to determine his customers’ social styles. How successful do you think he will be? Why?

Chapter 05 Adaptive Selling for Relationship Building Answer Key

True / False Questions

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-01 What is adaptive selling?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-01 What is adaptive selling?

3.	A canned presentation provides more opportunity for the customer to participate in the sales interaction than does an outlined presentation. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

6.	A customer recognizes a sales representative giving a customized presentation as a professional who is helping provide real value, not just selling products. TRUE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

7.	Customized presentations can be delivered at a low cost by unskilled salespeople with little training. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

9.	Purchasing agents rate product knowledge as one of the most important attributes of a good salesperson. TRUE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

10.	Salespeople need to know about their competitors’ products as well as their own because they are frequently asked to compare their products to competitors’ offerings. TRUE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

11.	Successful sales managers give their salespeople performance feedback rather than diagnostic feedback. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

12.	The Challenger Sales model suggests that the most successful salespeople create winning proposals because they actually understand a prospect’s world better than the prospect understands it. TRUE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?
Learning Objective: 05-04 How can salespeople acquire this knowledge?

14.	A sales manager says, “Let us talk about why you did not achieve your goals last month.” In this scenario, the sales manager is providing diagnostic feedback. TRUE

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?
Learning Objective: 05-04 How can salespeople acquire this knowledge?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-04 How can salespeople acquire this knowledge?

16.	Teddy has very strong opinions about whether his local senator should be reelected 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. FALSE

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

17.	Lauren can be described as assertive because she has strongly held convictions, and she expresses her convictions publicly. TRUE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

18.	Assertive people readily express joy, anger, and sorrow, whereas responsive people do not. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

19.	Highly responsive people devote a lot of effort toward controlling their emotions. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

20.	In the context of the social style matrix, drivers are low on assertiveness and high on responsiveness. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

21.	The slogan best suited to individuals classified as “drivers” is “Let us not make any hasty decisions.” FALSE

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

22.	According to the social style matrix, individuals classified as “drivers” have a great desire to get ahead in their companies and careers. TRUE

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Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

23.	According to the social style matrix, individuals classified as “expressives” are low on assertiveness and low on responsiveness. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

25.	According to the social style matrix, amiables tend to develop loyalty toward suppliers. TRUE

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Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

26.	According to the social style matrix, amiables’ loyalty toward suppliers is based on their feeling that well-reasoned decisions do not need to be reexamined. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

27.	According to the social style matrix, prospects who are categorized as “drivers” expect the atmosphere in sales interviews to be businesslike. TRUE

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Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

29.	Being amiable is thought to be the best social style for a salesperson. FALSE

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

30.	Salespeople who are specialists, have well-defined interests, and avoid negotiations by sticking to their principles are highly versatile. FALSE

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Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

Multiple Choice Questions

31.

A.	The customized presentation

B.	Diagnostic feedback

C.	The standard memorized presentation

D.	Performance feedback

E.	Personal selling

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

32.

A.	a customized

B.	an adaptive

C.	a standard memorized

D.	an outlined

E.	a modified

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

33.

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

A.	It ensures that salespeople will provide complete and accurate information about their firm’s products and policies.

B.	It is one of the most adaptive presentation techniques.

C.	A 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.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

34.

In the context of the most common sales presentation types, which of the following statements is true about the standard memorized presentation?

A.	Its applicability is an advantage because it lets a salesperson demonstrate empathy, which is an important step in developing a partnering relationship.

B.	It is more informal and natural than the customized presentation.

C.	It provides more opportunity for a customer to participate in the sales interaction than does an outlined presentation.

D.	Its effectiveness is limited because it offers no opportunity for the salesperson to tailor the presentation to the needs of a specific customer.

E.	It fails to help bring new salespeople up to speed quickly or to give them confidence.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

35.

Some companies insist that their inside salespeople:

A.	customize their sales presentation based on a computerized customer-prediction model.

B.	collect substantial information about a customer before they interact with him or her.

C.	memorize the entire sales presentation and deliver it word for word.

D.	avoid providing information about the features of their products over the telephone.

E.	all of these.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

36.

A.	customized

outlined

adaptive

canned

E.	cause-and-effect

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

37.

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

A.	informal and natural.

B.	completely customizable to customers’ needs.

C.	simplistic and completely flexible.

D.	gradual and powerful.

E.	aggressive and sincere.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

38.

In the context of the most common sales presentation types, salespeople have the greatest opportunity to adapt their presentations to customer needs when using the _____ presentation.

memorized

outlined

exacting

canned

E.	customized

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

39.

Before Harley can make a(n) _____ presentation, he will need cooperation from his clients to conduct an analysis of their needs.

A.	standard memorized

canned

C.	customized

outlined

E.	standardized

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

40.

memorized

outlined

C.	standardized

canned

E.	customized

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

41.

canned

outlined

C.	question-and-answer

D.	customized

informal

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

42.

In the context of the most common sales presentation types, which of the following statements is true about the customized presentation?

A.	In this type of presentation, salespeople have the least opportunity to adapt their presentations to customer needs.

B.	It can be delivered at a low cost by unskilled salespeople with little training.

C.	It is an extreme example of nonadaptive selling.

D.	In this type of presentation, the customer recognizes the sales representative as a professional who is just selling a product.

E.	It lets the salesperson demonstrate empathy.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

43.

A.	generalized selling strategies.

B.	referral openings.

C.	adaptive selling.

seeding.

E.	standardized sales strategies.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-02 Why is it important for salespeople to practice adaptive selling?

44.

reactive

fixed

outlined

adaptive

E.	methodological

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-02 Why is it important for salespeople to practice adaptive selling?

45.

_____ is similar to personal selling because it allows salespeople to tailor their presentations to each customer.

A.	The standard memorized presentation

B.	The customized presentation

C.	Emotional labelling

Routing

E.	The outlined presentation

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

46.

A.	standardized.

fixed.

outlined.

adaptive.

E.	methodological.

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-02 Why is it important for salespeople to practice adaptive selling?
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?
Learning Objective: 05-04 How can salespeople acquire this knowledge?

47.

Which of the following statements is true about the importance of knowledge in adaptive selling?

A.	Product knowledge is more important than the knowledge of sales situations.

B.	Categorizing sales situations 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 of customer types or types of sales situations, salespeople free up their mental capacity to think more creatively.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

48.

A.	reciprocal

B.	diagnostic

C.	performance

D.	generalized

E.	damage control

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

49.

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

Extrinsic

B.	Diagnostic

C.	Performance

Intrinsic

E.	Fundamental

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

50.

A.	intrinsic; extrinsic

B.	diagnostic; performance

C.	evaluative; primary

D.	performance; corrective

E.	positive; negative

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

51.

A.	reciprocal

intrinsic

C.	performance

D.	evaluative

E.	diagnostic

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

52.

Studies have shown that using customer relationship management systems:

A.	hinders the ability of salespeople to provide customized sales presentations.

B.	has a positive impact on being adaptive while selling.

C.	reduces the versatility of salespeople.

D.	provides complete access to customers’ details to all employees of a company.

E.	helps firms create automated relationship correspondence systems.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-04 How can salespeople acquire this knowledge?

53.

Which of the following statements best describes style flexing?

A.	Salespeople identify the unique features of their business and emphasize these features during their presentation.

B.	Salespeople record their sales presentation to study their body language and improve.

C.	Salespeople stand in front of a mirror and practice their elevator pitch.

D.	Salespeople discover and name the emotions behind their customers’ statements.

E.	Salespeople adjust their behavior to mirror or match that of their customers.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

54.

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

affinity

B.	social style

C.	personality

D.	sales approach

E.	prospect reference

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

55.

In the social style matrix, the two critical dimensions used to understand social behavior are:

A.	assertiveness and responsiveness.

B.	passiveness and aggressiveness.

C.	positivity and negativity.

D.	aural and verbal cues.

E.	domesticity and internationality.

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

56.

The degree to which people have opinions about issues and publicly make their positions clear to others is called _____.

A.	effectiveness

B.	responsiveness

C.	emotional labeling

D.	style flexing

E.	assertiveness

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

57.

Which of the following best describes responsive people?

A.	They are disciplined about time.

B.	They tend to use facts rather than opinions.

C.	They are informal and casual in social situations.

D.	They devote a lot of effort toward controlling their emotions.

E.	They are described as cautious, intellectual, serious, formal, and businesslike.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

58.

_____ is a dimension of social style that is based on how emotional people tend to get in social situations.

A.	Assertiveness

B.	Attentiveness

C.	Receptiveness

Awareness

E.	Responsiveness

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

59.

Unlike more responsive people, less responsive people _____.

A.	are disciplined about time

B.	are playful and friendly

C.	move freely

D.	are warm and approachable

E.	use opinions rather than facts

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

60.

According to the social style matrix, which of the following best describes drivers?

A.	They are swift and efficient decision makers.

B.	They are low on assertiveness and high on responsiveness.

C.	They prefer working with others because they enjoy people.

D.	They focus on the future, directing their time and effort toward achieving their vision.

E.	They are interested in simple technical information.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

61.

A.	He should include a cost-benefit analysis in his presentation.

B.	He should inform Simone that the car will be launched at her showroom.

C.	He should focus on the automotive parts used and the features of the car in his presentation.

D.	He should first build a personal relationship with Simone.

E.	He should emphasize that the car comes with a two-year manufacturer’s guarantee.

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

62.

According to the quadrants of the social style matrix, which of the following should salespeople do when selling to expressives?

A.	They should focus on sales presentations with factual statements and technical details.

B.	They should demonstrate how their product will help the customers achieve personal status and recognition.

C.	They should avoid presenting a product that will require the customers to be the first ones to use the product.

D.	They should refrain from preparing sales presentations with product demonstrations and creative graphics.

E.	They should avoid mentioning testimonials from well-known firms and people during their sales presentations.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

63.

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:

drivers.

B.	expressives.

amiables.

D.	analyticals.

E.	gatekeepers.

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

64.

According to the quadrants of the social style matrix, which of the following should salespeople do when selling to amiables?

A.	They should demonstrate how their product will help achieve personal status and recognition.

B.	They should prepare sales presentations with product demonstrations and creative graphics.

C.	They should stress their product’s benefits in terms of its effects on the satisfaction of employees.

D.	They should use solid, tangible evidence when making presentations.

E.	They should prepare proposals that emphasize the effects of a purchase decision on monetary profits.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

65.

According to the quadrants of the social style matrix, which of the following best describes amiables?

A.	They avoid building personal relationships with salespeople.

B.	They are particularly interested in receiving guarantees about a product’s performance.

C.	They are extremely vocal about their personal opinions.

D.	They are high on assertiveness and low on responsiveness.

E.	They achieve their objectives by using power and authority while working with people.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

66.

Drivers

B.	Expressives

Amiables

D.	Analyticals

E.	Gatekeepers

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

67.

A.	analyticals.

drivers.

C.	expressives.

amiables.

E.	gatekeepers.

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

68.

drivers

B.	expressives

amiables

D.	analyticals

avoiders

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

69.

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

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

70.

According to the quadrants of the social style matrix, which of the following best describes analyticals?

A.	They are swift decision makers.

B.	They strive to find a way to carry out a task by resorting to influential methods.

C.	They value personal opinions.

D.	They are low on assertiveness and low on responsiveness.

E.	They tend to develop loyalty toward suppliers that is based on personal relationships.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

71.

drivers

B.	expressives

amiables

D.	analyticals

radicals

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

72.

According to the quadrants of the social style matrix, which of the following best exemplifies an analytical prospect?

A.	Smith, who speaks quickly and intensely

B.	Jonathon, who maintains direct eye contact throughout a presentation

C.	Keith, who dresses in business casuals

D.	Tiana, who has a playful and friendly disposition

E.	Kimaya, who leans backward during a sales presentation

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

73.

When identifying customers’ social styles, Karen should:

A.	rely entirely on her first impression.

B.	not let her own feelings cloud her judgment about a prospect’s behavior.

C.	assume that if a prospect is involved in a technical job, the prospect 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.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

74.

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

driver.

amiable.

C.	analytical.

D.	expressive.

E.	none of these.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

75.

According to the quadrants of the social style matrix, a significant weakness of expressive salespeople is that:

A.	they can seem opinionated, undisciplined, and unstable.

B.	customers can find them pushy and dominating.

C.	customers can view them as cold, calculating, and stuffy.

D.	they can be perceived as undisciplined and inflexible.

E.	they can be extremely orderly and serious.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

76.

According to the quadrants of the social style matrix, _____ is most likely a strength of driver salespeople.

A.	efficiency

B.	submissiveness

C.	enthusiasm

D.	creativity

modesty

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

77.

versatile

B.	analytical

amiable

D.	expressive

driver

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

78.

According to the quadrants of the social style matrix, which of the following is most likely a strength of expressive salespeople?

A.	Efficiency and determinedness

B.	Enthusiasm and creativity

C.	Dependability and supportiveness

D.	Orderliness

E.	Thoroughness

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

79.

According to the quadrants of the social style matrix, which of the following best describes analytical salespeople?

A.	They are orderly, serious, and thorough.

B.	They have enthusiasm, dramatic flair, and creativity.

C.	They are dependable, supportive, and personable.

D.	They are viewed as pushy and dominating by customers.

E.	They are viewed as undisciplined and inflexible by customers.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

80.

According to the quadrants of the social style matrix, identify a similarity between analyticals and amiables.

A.	Both are high on assertiveness.

B.	Both tend to develop loyalty toward suppliers.

C.	Both have enthusiasm, dramatic flair, and creativity.

D.	Both are viewed as pushy and dominating.

E.	Both seem opinionated and unstable.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

81.

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.

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

82.

Unlike less versatile people, more versatile people _____.

A.	stick to principles

B.	look at a single side of an issue

C.	are unpredictable

D.	are specialists

E.	have well-defined interests

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

Short Answer Questions

83.

List the three types of sales presentations.

There are three types of sales presentations: standard memorized (canned), outlined, and customized. The standard memorized presentation is a completely memorized sales talk. The outlined presentation is a prearranged presentation that usually includes a standard introduction, standard answers to common objections raised by customers, and a standard method for getting the customer to place an order. The customized presentation is a written and/or an oral presentation based on a detailed analysis of the customer’s needs.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

84.

Brett practices adaptive selling, that is, he reacts to different sales situations by changing his sales behavior. Adaptive selling emphasizes the importance of satisfying customer needs because being adaptable increases buyer trust and commitment thus resulting in higher sales performance.

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-01 What is adaptive selling?

85.

What do purchasing agents rate as one of the most important attributes of good salespeople?

Product knowledge is rated as one of the most important attributes of good salespeople. Effective salespeople need to know how products are made, what services are provided with the products, how the products relate to other products, and how the products can satisfy customers’ needs. They also need to know about their competitors’ products as well as their own because they are frequently asked to compare their products to competitors’ offerings.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

86.	How does diagnostic feedback help salespeople? Diagnostic feedback provides salespeople with information about what they are doing right and what they are doing wrong. In contrast, performance feedback merely evaluates if one attained the goals set for a sales call.

87.	What is the social style matrix? The social style matrix is a popular training program that companies use to help salespeople adapt their communication styles.

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

88.

What are the two dimensions that the social style matrix uses to understand social behavior?

Assertiveness and responsiveness are the two dimensions of the social style matrix. The degree to which people have opinions about issues and publicly make their positions clear to others is called assertiveness. The dimension of responsiveness is based on how emotional people tend to get in social situations.

Accessibility: Keyboard Navigation
Difficulty: 1 Easy
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

89.

Does simply having strong opinions make an individual assertive? Why, or why not?

No. Simply having strong convictions does not make a person assertive. Assertive people express their convictions publicly and attempt to influence others to accept these beliefs. They speak out, make strong statements, and have a take-charge attitude.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

90.

Natalie uses facts, is serious, and often speaks in a monotone voice. In the social style matrix, how would Natalie be categorized?

According to the social style matrix, Natalie would be categorized as being less responsive. Less responsive people devote a lot of effort toward controlling their emotions. They are described as cautious, intellectual, serious, formal, and businesslike.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

91.

According to the social style matrix, Mr. James is most likely to be categorized as a driver. Drivers are swift, efficient decision makers. They generally base their decisions on facts and are open to taking risks.

Accessibility: Keyboard Navigation
Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

92.

Ms. Arnold would be categorized as an amiable person because she seems to be low on assertiveness and high on responsiveness. Close relationships and cooperation are important to amiables. Salespeople may have difficulty detecting an amiable’s true feelings. Amiables often say things to please others despite their personal opinions because they avoid conflict.

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Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

93.

According to the social style matrix, Hylana’s prospect will most likely be categorized as an analytical. Analyticals are low on assertiveness and low on responsiveness. They like facts, principles, and logic.

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Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

94.

Luke walks into a prospect’s office and sees a series of motivational posters, a cluttered desk, and his prospect dressed in flamboyant clothes. Under which category of the social style matrix will you place Luke’s prospect?

According to the social style matrix, Luke’s prospect will most likely be categorized as an expressive. Expressives are high on assertiveness and high on responsiveness. They are warm, approachable, intuitive, and competitive.

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Difficulty: 3 Hard
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

95.

Brad frequently adjusts his sales presentation to meet the needs of different customers. What quality does Brad possess that helps him be a successful salesperson?

Brad possesses the quality of versatility, which refers to the effort people make to increase the productivity of a relationship by adjusting to the needs of the other party. Versatile salespeople—those able to adapt their social styles—are much more effective than salespeople who do not adjust their sales presentations.

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Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

Essay Questions

96.

What are the differences among standard memorized, outlined, and customized sales presentations?

The standard memorized or canned presentation is a completely memorized sales talk in which salespeople present the same selling points in the same order to all customers. An outlined presentation is a prearranged presentation that usually includes a standard introduction, standard answers to common objections raised by customers, and a standard method for getting the customer to place an order. A customized presentation is based on a detailed analysis of the customer’s needs.

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Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

97.

What is the difference between performance feedback and diagnostic feedback?

Performance feedback focuses purely on performance. It focuses on whether a salesperson achieved his or her performance goals. It is not nearly as useful to salespeople as diagnostic feedback, which provides information about what a salesperson is doing right and what he or she is doing wrong. Successful sales managers give their salespeople diagnostic feedback.

98.

How do salespeople acquire knowledge about company products and policies, customer needs, and selling situations?

One source of knowledge is top salespeople in the company one works for. Some firms collect and share this information with their salespeople. These firms interview their top performers to learn about the types of situations these performers encountered and what strategies they used in each situation. The strategies recommended by the top salespeople serve as a starting point for the trainees to develop their own sales methods for handling similar situations.
Salespeople also create knowledge by getting feedback from sales managers. This can be in the form of performance feedback or diagnostic feedback.
Other sources of knowledge include the Web, company sales manuals and newsletters, experts in the salesperson’s firm, sales meetings, plant visits, and business and trade publications. Salespeople also collect information about competitors from customers, by visiting competitor displays at trade shows, and from viewing competitors’ Web pages.
Many companies have customer relationship management (CRM) systems and knowledge management software to support their salespeople. Salespeople use CRM systems like Salesforce.com and NetSuite to store and retrieve critical knowledge about accounts, products, and competitors.

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Difficulty: 2 Medium
Learning Objective: 05-04 How can salespeople acquire this knowledge?

99.

List and describe the two dimensions of the social style matrix.

The two dimensions of the social style matrix are assertiveness and responsiveness. Assertiveness is the degree to which people have opinions about issues and publicly make their opinions clear to others. Simply having strong opinions does not make a person assertive; assertive people express their convictions publicly and attempt to influence others to accept these beliefs.
The dimension of responsiveness is based on how emotional people tend to be in social situations. Responsive people readily express joy, anger, and sorrow. They appear to be more concerned with others and are informal and casual in social situations. Less responsive people devote more effort toward controlling their emotions.

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Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

100.

Based on the social style matrix, describe drivers and expressives and the appropriate sales techniques for each category.

Drivers are high on assertiveness and low on responsiveness. They like to get things done and done their way. Direct, businesslike presentations with quick action and follow-up are likely to appeal to drivers.
Expressives are high on assertiveness and high on responsiveness. They are warm, approachable, and competitive. Expressives prefer presentations with product demonstrations and creative graphics rather than factual statements and technical details.

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Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

101.

Based on the social style matrix, describe amiables and analyticals and the appropriate sales technique for each category.

Amiables are low on assertiveness and high on responsiveness. Close relationships and cooperation are important to amiables. Salespeople may have difficulty detecting an amiable’s true feelings. Amiables often say things to please others despite their personal opinions because they avoid conflict. Therefore, salespeople need to build personal relationships with amiables. Amiables are particularly interested in receiving guarantees about a product’s performance. They do not like salespeople who agree to undertake activities and then do not follow through on commitments. Salespeople selling to amiables should stress the product’s benefits in terms of its effects on the satisfaction of employees.
Analyticals are low on assertiveness and low on responsiveness. They like facts, principles, and logic. Salespeople need to use solid, tangible evidence when making presentations to analyticals. Analyticals are also influenced by sales presentations that recognize their technical expertise and emphasize long-term benefits.

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Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

102.

List a few suggestions that might help salespeople accurately assess a prospect’s social style.

The following suggestions might help salespeople accurately assess a prospect’s social style:

• Concentrate on the customer’s behavior and disregard how you feel about the behavior. Don’t let your feelings about the customer or thoughts about the customer’s motives cloud your judgment.
• Avoid assuming that specific jobs or functions are associated with a social style.
• Look for clues and information that may suggest you have incorrectly assessed the customer’s social style.
• Create, join, and participate in social media groups to learn more about the style of the buyer.

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Difficulty: 1 Easy
Learning Objective: 05-04 How can salespeople acquire this knowledge?

103.

Luke attended a course in which he was trained to apply the social style matrix to make better sales presentations. When he got home from the course, he tried to apply the techniques he had learned to determine his own social style. Why might his self-assessment be very misleading?

Self-assessments can be very misleading because we usually do not see ourselves as others see us. When you rate yourself, you know your own feelings, but others who might try to assess you can observe only your behaviors. They do not know your thoughts or your intentions. Also, we vary our behavior from situation to situation, which means that our assessments would also vary.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-04 How can salespeople acquire this knowledge?

104.

How can salespeople improve their versatility in sales situations?

Many companies have sales training programs, using tools like the social style matrix that help teach salespeople the differences in buyers. Role playing is also used extensively for managers to spot problems in salesperson versatility and to teach new ways to help improve it. For example, sales training might suggest that effective salespeople adjust their social styles to match their customers’ styles. In role plays, salespeople with a driver orientation need to become more emotional and less assertive when selling to amiable customers. Analytical salespeople must increase their assertiveness and responsiveness when selling to expressive customers.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

105.

Henry attended a course in which he was trained to apply the social style matrix to make better sales presentations. When he got home from the two-hour course, he tried to apply the techniques he had learned to determine his customers’ social styles. How successful do you think he will be? Why?

Henry will probably not be very successful. Training methods such as the social style matrix are simply a first step in developing knowledge for practicing adaptive selling. They emphasize the need to practice adaptive selling—to use different presentations with different customers—and stimulate salespeople to base their sales presentations on an analysis of the customer. But these methods are limited and present only a few types of customers. Accurately fitting customers into the suggested categories is often difficult. Customers act differently and have different needs in different sales encounters. By rigidly applying the classification rules, Henry may limit his flexibility as a salesperson.

Accessibility: Keyboard Navigation
Difficulty: 2 Medium
Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to various situations?

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