Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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.

Accepted Answer

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

Question 4

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

Accepted Answer

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

Question 5

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

Accepted Answer

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. 
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.

Question 6

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?

Accepted Answer

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. 
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.

Question 7

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

Accepted Answer

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. 
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.

Question 8

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?

Accepted Answer

A)  The customized presentation 
B)  Diagnostic feedback 
C)  The standard memorized presentation 
D)  Performance feedback 
E)  Personal selling 
A)  The customized presentation 
B)  Diagnostic feedback 
C)  The standard memorized presentation 
D)  Performance feedback 
E)  Personal selling

Question 9

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

Accepted Answer

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. 
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.

Question 10

Studies have shown that using customer relationship management systems:

Accepted Answer

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. 
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.

Question 11

How does diagnostic feedback help salespeople?

Accepted Answer

Diagnostic feedback provides salespeople

Question 12

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

Accepted Answer

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. 
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.

Question 13

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

Accepted Answer

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. 
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.

Question 14

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

Accepted Answer

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. 
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.

Question 15

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.

Accepted Answer

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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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?

Accepted Answer

Self-assessments can be very misleading

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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?

Accepted Answer

Brad possesses the quality of versatilit

Question 20

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?

Accepted Answer

Henry will probably not be very successf

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

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

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.

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

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

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

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

Studies have shown that using customer relationship management systems:

How does diagnostic feedback help salespeople?

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

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

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

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

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?

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

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?

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?

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 5: Adaptive Selling for Relationship Building

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

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

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.

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

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

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

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

Studies have shown that using customer relationship management systems:

How does diagnostic feedback help salespeople?

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

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

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

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

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?

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

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?

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?

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters