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Exam 5: Adaptive Selling for Relationship Building

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Question 1

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When identifying a customer's social style, salespeople should:

A) not let their judgment be clouded by their initial reaction to the customer
B) look for clues that may suggest he or she has made an inaccurate assessment of a customer's social style
C) ask questions rather than make statements
D) avoid assuming that specific jobs or functions are associated with a particular social style
E) do all of the above

F) B) and E)
G) A) and E)

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Question 2

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For the last two weeks your company has had Jake, a newly hired sales trainee riding with you as you make sales calls and the many other things you do in 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 social styles' strengths and weaknesses, you classify Jake as a(n) :

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

F) A) and B)
G) B) and E)

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Question 3

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The clients Janice calls on recognize her as a professional. When she makes a sales call on a prospect, the prospect perceives her as someone who is genuinely interested in helping him or her solve problems rather than just a salesperson there to grab a quick sale. Janice most likely uses the _____ method of giving sales presentations.

When Brett sells to Mr. Black, he is friendly and outgoing, begins the interview with questions about Mr. Black's family, and encourages Mr. Black to talk about business. When Brett sells to Mr. Vincent, he gets right down to the purpose of his call, he does not engage in small talk, and he uses charts and tables to support his selling points. Just from this description, what kind of selling does Brett do?

When considering social style and sales jobs, the best salespeople are amiables and drivers.

When Tony sells his company's line of wind chimes to Tom King, the owner of King's Nursery, he carries one with him and illustrates its melodious sound to the customer. When Tony sells his company's line of wind chimes to Milt Pressley, the owner of Franklin Hardware, he shows Pressley the sales projections for next year. This ability to vary his sales presentation indicates that Tony is using ______ selling.

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

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

In discussing knowledge salespeople should have, the text listed all of the following EXCEPT:

List the three types of sales presentations.

What popular training program do companies use to help salespeople adapt their communication styles?

In the vignette "I'm Sorry Doctor, But I Think you About to Make a Mistake" the medical sales representative saved the patient's leg by interceding and taking over the medical procedure.

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

Which of the following statements about training systems for developing adaptive selling skills is true?

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," Scott adopted a new sales strategy and discussed his ideas for a showcase window. Scott was practicing _____ selling

Industrial purchasing agents rate the product knowledge of a salesperson to as the most important attribute of a good salesperson.

Jimmy sells encyclopedias. Every time he knocks on the door, he begins by asking, "Are there any small children in the house?". From there, he asks their age, and if the parent has considered preparing for their future. If the door is not slammed in his face, 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.

In the opening profile ADP sales representative Meggie Dominguez suggests "With _____________ comes confidence and with confidence comes sales."

A(n) _____ is a computer program that contains the knowledge, rules, and decision processes employed by experts and then uses these elements to solve problems, suggest strategies, and provide advice.

Which of the following statements about training systems for developing adaptive selling skills is true?