ch05 Student: ___________________________________________________________________________ 1. In the opening profile ADP sales representative Meggie Dominguez suggests "With sales comes confidence, with confidence comes knowledge." True False 2. Personal selling is the most effective marketing communication medium because it allows salespeople to manipulate customers. True False 3. The most appropriate presentation technique for use with adaptive selling is the canned method. True False 4. As a salesperson using adaptive selling it is important for you to adjust to the client, even if you must fake a way of acting that is not really who you are. True False 5. Industrial purchasing agents rate the product knowledge of a salesperson to as the most important attribute of a good salesperson. True False 6. 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. True False 7. Performance feedback is usually more useful to salespeople than diagnostic feedback. True False 8. Salespeople need product knowledge about competitors' products as well as their own. True False 9. The most important knowledge any professional salesperson has is macro environment knowledge. True False 10. Top salespeople are a valuable source of knowledge within a company. True False 11. Performance feedback provides information about what you are doing right and what you are doing wrong. True False 12. The sales manager suggests "Let's talk about why you did not achieve your goals last month." The sales manager is providing diagnostic feedback. True False 13. 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. True False 14. The slogan best suited to individuals classified as drivers is "Let's not make any hasty decisions." True False 15. When considering social style and sales jobs, the best salespeople are amiables and drivers. True False
1. In the opening profile ADP sales representative Meggie Dominguez suggests "With sales comes confidence, with confidence comes knowledge." True False
2. Personal selling is the most effective marketing communication medium because it allows salespeople to
manipulate customers. True False
3. The most appropriate presentation technique for use with adaptive selling is the canned method.
True False 4. As a salesperson using adaptive selling it is important for you to adjust to the client, even if you must fake
a way of acting that is not really who you are. True False
5. Industrial purchasing agents rate the product knowledge of a salesperson to as the most important
attribute of a good salesperson. True False
6. 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. True False
7. Performance feedback is usually more useful to salespeople than diagnostic feedback.
True False 8. Salespeople need product knowledge about competitors' products as well as their own.
True False 9. The most important knowledge any professional salesperson has is macro environment knowledge.
True False 10. Top salespeople are a valuable source of knowledge within a company.
True False 11. Performance feedback provides information about what you are doing right and what you are doing
wrong. True False
12. The sales manager suggests "Let's talk about why you did not achieve your goals last month." The sales
manager is providing diagnostic feedback. True False
13. 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. True False
14. The slogan best suited to individuals classified as drivers is "Let's not make any hasty decisions."
True False 15. When considering social style and sales jobs, the best salespeople are amiables and drivers.
True False
16. In the opening profile ADP sales representative Meggie Dominguez suggests "With _____________ comes confidence and with confidence comes sales." A. beautyB. knowledgeC. assertivenessD. social style trainingE. memorization
17. 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. A. customizedB. adaptiveC. standard memorizedD. outlinedE. cause and effect
18. On the first day of Barbara's new sales job, she was given a written sales presentation and told to learn it
so she could recite it when she called on prospects. Her sales manager insists she deliver this talk word for word. Barbara will be using a(n) _____ presentation. A. customizedB. adaptiveC. standard memorizedD. outlinedE. cause and effect
19. Which of the following is a benefit of the standard memorized sales presentation?
A.
It ensures the salesperson will provide complete and accurate information about the company's products and policies.
B. It is one of the most adaptive presentation techniques.C. The salesperson's ability to speak extemporaneously is enhanced.D. It is based on a detailed analysis of the individual customer's situation and needs.E. All of the above describe benefits of the standard memorized sales presentation.
20. Which of the following is NOT an advantage of the standard memorized sales presentation?
A.
It ensures the salesperson will provide complete and accurate information about the company's products and policies.
B. It is very effective for telemarketing.C. The beginning salesperson can quickly gain confidence.D. It is based on a detailed analysis of the individual customer's situation and needs.E. It can combine the best elements of the presentations used by a firm's best salespeople.
21. Some companies insist that their inside telemarketing salespeople:
A. customize their sales presentation based on a computerized customer-prediction model.B. use adaptive selling depending on the customer's buying environment.C. memorize the entire sales presentation and deliver it word for word.D. consult with manufacturer's reps before quoting delivery dates.E. all of the above
22. Tiffany is considering having her sales force use a standard memorized sales presentation. As a sales manager she should know all of the following are disadvantages, EXCEPT: A. it's inflexibleB. it encourages salespeople to talk too much and listen too littleC. it discourages prospect participation during the presentationD. the salesperson will not have the opportunity to discover his or her prospects' actual needsE. members of the sales force will be forced to develop the ability to speak extemporaneously
23. Harvey uses a memorized presentation with a standard introduction and a list of points he wants to make
during his sales presentation. Harvey is using a(n) _____ presentation. A. customizedB. outlinedC. adaptiveD. cannedE. cause and effect
24. Fiona has developed an outline presentation rather than use the company's standard memorized
presentation. She knows an outline presentation has the advantage(s) of being: A. more informal and natural.B. formal.C. more simplistic and sensual.D. gradual and powerful.E. aggressive and sincere.
25. During the sales presentation, the _____ method of conducting a sales presentation offers the greatest
opportunity for the salesperson to respond to client input. A. memorizedB. outlinedC. exactingD. cannedE. customized
26. Before Harley can make a customized presentation he will need cooperation from the customer in
conducting: A. a correlation analysis of sales projectionsB. a modification of his or her forecasted salesC. a performance of a needs analysisD. a social auditE. a multiple regression analysis of his or her current suppliers
27. Since graduating with his marketing degree about two years ago and taking his first job, Leon has been
away from home over 200 nights. He never dreamed there would be so much travel in an engineering job, but his company keeps him on the go, trekking from one prospective client's location to another, where he performs detailed analyses of the customer's operations and helps his company's salespeople prepare presentations on how his firm's products will improve the prospect's way of doing business. Leon's employer apparently has the sales force using _____ presentations. A. memorizedB. outlinedC. exactingD. cannedE. customized
28. 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. A. cannedB. outlinedC. question and answerD. customizedE. informal
29. Luisa has been in sales about three years. In that time she has learned that different sales presentations
are necessary for different customers. In fact, she will often change her presentation during her sales calls depending upon the nature of the selling situation she encounters. Luisa is using: A. focused sellingB. an unprofessional approach with her customersC. adaptive sellingD. no prior planningE. flexible selling
30. 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. A. responsiveB. alterableC. outlinedD. adaptiveE. methodological
31. The _____ method of sales presentation is most consistent with the application of the marketing
concept. A. standard memorizedB. customizedC. flexibleD. outlinedE. focused
32. Which of the following statements about adaptive selling is FALSE?
A.
Adaptive selling emphasizes the importance of satisfying customer needs and building long-term partnerships.
B.
In adaptive selling it is important for the salesperson to adjust to the client, even if you must fake a way of acting that is not really who you are.
C. In adaptive selling you have to be creative when you're looking for what excites a prospect.D.
Adaptive selling gives salespeople the opportunity to use the most effective sales presentation for each customer.
E. Adaptive selling is used with relationship building. 33. 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 A. responsiveB. alterableC. outlinedD. adaptiveE. methodological
34. Adaptive selling suggests that you may have to adjust your selling strategy based on ________________ differences: A. ageB. religiousC. family customsD. image of a "perfect product"E. all of the above
35. In discussing knowledge salespeople should have, the text listed all of the following EXCEPT:
A. the company for which they workB. the products they sellC. the legal requirements for providing information to stockholdersD. the customers to whom they sellE. the products sold by their competitors
36. Which one of the following statements about a salesperson's product knowledge is FALSE?
A.
The most important knowledge a salesperson can have about his or her product is the technical knowledge of how it performs in use.
B. Customers often want salespeople to explain how their products will work with other products.C.
Purchasing agents rate product knowledge as one of the most important attributes of a good salesperson.
D.
In many cases the service provided by the salesperson is more important than the performance of the product sold by that salesperson.
E. Salespeople must not only know product features, but also the benefits provided by those features. 37. Which one of the following statements about organizing knowledge of sales situations and customers into
categories is true? A. Product knowledge is more important than knowledge of sales situations.B. To be effective, salespeople must treat all customers the same.C. The benefits of organizing knowledge into categories are unique to personal selling.D. Most salespeople find three categories are all they need to classify their customers.E. By developing categories, salespeople free up mental capacity to think more creatively.
38. "Your approach on that last call was off-target. You were emphasizing low acquisition cost while the
prospect seemed more interested in durability and the lack of need for regular maintenance," critiqued Robin's sales manager after the two of them left a sales call they had made together. Robin is receiving _____ feedback. A. reciprocalB. diagnosticC. performanceD. evaluativeE. damage control
39. _____ feedback provides information about what you are doing right and what you are doing wrong.
A. ExtrinsicB. DiagnosticC. PerformanceD. EvaluativeE. Fundamental
40. When Marty met with his supervisor, the supervisor congratulated him for achieving 4 out of his 6 sales call objectives for the quarter, told him to try harder to achieve all of his sales call objectives next quarter, and then asked him to send in the next salesperson for her evaluation. Marty had hoped his supervisor would provide him with some help in figuring out why he had been unable to achieve his objectives. Marty wanted _____ feedback, and his supervisor gave him _____ feedback. A. intrinsic; extrinsicB. diagnostic; performanceC. evaluative; primaryD. performance; correctiveE. performance; diagnostic
41. Even before Michelle could explain why the prospect had not purchased her company's new line of
outdoor furniture, her supervisor was already explaining to her that she should have emphasized the fact that the furniture was made of recycled material and not looked so guilty when she was trying to avoid the topic of price. The supervisor then provided more _____ feedback by explaining how next time Michelle could make a better presentation. A. reciprocalB. diagnosticC. performanceD. evaluativeE. intrinsic
42. In "Keeping Track of Things- How Isuzu Commercial Truck of America Does It" for salespeople the
primary benefit of NetSuite CRM technology was: A. allowing management to know where they were and what they were doingB. increasing sales promotional bonusesC. reduced paperwork time allowing more time with customersD. diversityE. all of the above
43. The _____ matrix is a training program for building adaptive selling skills that uses two critical
dimensions, assertiveness and responsiveness. A. affinityB. social styleC. personalityD. sales approachE. prospect reference
44. The two critical dimensions used to understand social behavior are:
A. assertiveness and responsivenessB. passiveness and aggressivenessC. verbal and nonverbalD. aural and verbalE. domestic and international
45. Customer relationship management systems:
A. alter the sales/customer relationship to give salespeople an advantage over the customerB. provide information and suggestions that are specific to a particular customerC. relate the customer data to the management strategy of the firmD. allow manipulation of customers through relationship buildingE. create automated relationship correspondence systems
46. Gordon is searching his company's CRM system. In the system Gordon is likely to find all of the following EXCEPT: A. policy manualsB. sales literatureC. price listsD. EPA regulationsE. product descriptions
47. C.K. makes a conscious effort to control his emotions in all situations. In terms of social style, C.K.'s way
of behaving is indicative of: A. low assertiveness.B. high assertiveness.C. low responsiveness.D. high responsiveness.E. none of the above, control of emotions is not related to one's social style.
48. _____ refers to how emotional people tend to get in social situations.
A. AssertivenessB. AttentivenessC. ReceptivenessD. AwarenessE. Responsiveness
49. Moira and Mariah Kelley are sisters. Both are risk avoiders. They speak slowly and softly in a monotone
voice, have deliberate and stiff movement, and use few gestures. Both hate to be late and don't like people who are late. They don't like casual dress at work, and they appreciate lectures that include lots of facts and figures. The Kelley sisters would be classified as: A. low responsive and low assertive; analyticals.B. high responsive and low assertive; drivers.C. low responsive and high assertive; expressives.D. high responsive and high assertive; amiables.E. high responsive and low assertive; amiables.
50. Each quadrant of the social style matrix defines a different type of person. People who are high in
assertiveness and low in responsiveness are: A. drivers.B. expressives.C. amiables.D. analyticals.E. motivators.
51. "If you'd follow my instructions more carefully and focus on getting the job done, you'd be a lot more
successful." These instructions tell you the person giving them is most likely a(n): A. driver.B. expressive.C. amiable.D. analytical.E. motivator.
52. In terms of the social style matrix, Inez is best described as a very emotional, people-oriented person who
has an animated way of talking. She also has a take-charge attitude, great initiative, and has been called a risk taker. Into which quadrant does this information place Inez? A. driversB. expressivesC. amiablesD. analyticalsE. motivators
53. To sell to Joann you need to appeal to her ego. She'd rather hear that your new product will cause people to notice her as an innovative leader than the exact amount of cost savings it will provide or that her employees would like it. Joann's social style best fits that of a(n): A. driver.B. expressive.C. amiable.D. analytical.E. motivator.
54. Each quadrant of the social style matrix defines a different type of person. People who are low in
assertiveness and high in responsiveness are: A. drivers.B. expressives.C. amiables.D. analyticals.E. gatekeepers.
55. During a break in the monthly sales meeting David, your company's newest salesperson tells his sales
manager, "I wish I could figure out my new prospect. He is friendly, seems to agree with everything I say, but he keeps postponing a decision about which company will be his primary supplier. It's driving me nuts!" Based on your knowledge of the social style matrix you can advise David that he is dealing with a(n): A. driver.B. expressive.C. amiable.D. analytical.E. avoider.
56. 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.
57. When selling to an amiable, the salesperson should:
A. avoid establishing any long-term relationship.B. stress the product's benefits in terms of its effect on the satisfaction of employees.C. never guarantee a product's performance.D. expect a quick purchase decision.E. create a presentation that would appeal to a risk taker.
58. In terms of the social style matrix, James is best described as a supportive risk avoider who moves and
speaks slowly and deliberately. He is cool and aloof and never shows any emotion. Into which quadrant does this information place James? A. driversB. expressivesC. amiablesD. analyticalsE. gatekeepers
59. "With your gardening background, Ms. Black, I am sure you can see the time and energy savings from investing in this new self-propelled tiller. Because you can put in an even bigger vegetable garden with the same energy, and have more vegetables to sell, you will be able to more than repay the initial investment after the first year, even when we factor in an assumed rate of interest of 12.5 percent." Based on this excerpt from a salesperson's presentation, you must assume Ms. Black is a(n): A. driver.B. expressive.C. amiable.D. analytical.E. avoider.
60. As you enter the prospect's office you see _____ and become fairly certain you are dealing with an
amiable. A. annual sales awards on the wallB. a prominently displayed calendarC. pictures of the prospect's family on the deskD. a PERT chart on the wallE. numerous sales charts
61. Before going into the prospect's office, the secretary advised the new salesperson that her boss likes
facts and figures and is suspicious of anyone who tries to establish a personal relationship with him. The secretary was probably describing a(n): A. driver.B. expressive.C. amiable.D. analytical.E. avoider.
62. When Kerry saw his prospect's yellow and green plaid trousers, white golf shirt with gold buttons, and his
black and white shoes, he was fairly certain that he was in the company of a(n): A. driver.B. expressive.C. amiable.D. analytical.E. entrepreneur.
63. Each of the following items should suggest the prospect you are meeting with is an analytical
EXCEPT: A.
The piece of mail in the top of his "in" basket is announcing this month's selection in the Popular Science Book Club
B. Several plaques on the wall awarded to him for exceeding productivity expectationsC. The prospect consistently wears dark suits, white shirts, and conservative tiesD. Diploma in electrical engineering from Georgia TechE. A number of photos on the wall of him as a member of recreational league softball teams
64. When identifying a customer's social style, salespeople should:
A. assume specific jobs or functions are associated with a social styleB. rely on their first impressions to accurately determine the customer's social styleC. consider carefully how they feel about the customer's behaviorD. attempt to get the customer to reveal his or her style rather than react to your styleE. do all of the above
65. When identifying a customer's social style, salespeople should: A. not let their judgment be clouded by their initial reaction to the customerB.
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 statementsD. avoid assuming that specific jobs or functions are associated with a particular social styleE. do all of the above
66. As Karen studies her prospect for cues as to his social style, she should:
A. rely on her first impressionsB. ask him about what factors he will consider in selecting a vendorC. assume that if he is involved in a technical job he must be an analyticalD. base her assumptions on feelings and intuition rather than rational thoughtE. never doubt her assessments once she has made one
67. The best social style for a salesperson is:
A. a driverB. an amiableC. an analyticalD. an expressiveE. none of the above because each style has weaknesses in some situations
68. Which of the following is a strength of the driver social style?
A. dramatic flairB. thoroughC. decisiveD. supportiveE. personable
69. When Donna Driver calls on Amy Amiable, Donna's efficient, determined, decisive way of doing
business may come across as: A. pushy and dominating.B. friendly and unstable.C. cold and mean.D. undisciplined and inflexible.E. irrational and psychotic.
70. Which of the following is a strength of the expressive social style?
A. dramatic flairB. thoroughC. decisiveD. supportiveE. calculating
71. The strengths of any social style can be weaknesses if they are not consistent with what a customer wants
to deal with. For example, the enthusiasm and dramatic flair of an expressive social style may seem instead to show a person who is: A. pushy and dominating.B. opinionated and unstable.C. cold and calculating.D. undisciplined and inflexible.E. irrational and psychotic.
72. The strengths of any social style can be weaknesses if they are not consistent with what a customer wants to deal with. For example, the orderly, serious, and thorough nature of analyticals may also be perceived as: A. cold and calculating.B. undisciplined.C. anxious.D. opinionated and unstable.E. inflexible and irrational.
73. A customer who has an expressive social style views the salesperson with a driver orientation as:
A. serious.B. closed.C. intense.D. unemotional.E. all of the above
74. Which of the following is a strength of the analytical social style?
A. dramatic flairB. thoroughnessC. decisiveD. supportiveE. personable
75. Which of the following is most descriptive of the weak points of the analytical social style?
A. pushy and dominatingB. opinionated and unstableC. cold and calculatingD. undisciplined and inflexibleE. irrational and psychotic
76. The effort people make to increase the productivity of a relationship by adjusting to the needs of the other
party is the text's definition of: A. dependability.B. resilience.C. maneuverability.D. versatility.E. responsiveness.
77. 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 according to social styles indicates that Tony has a high degree of: A. responsiveness.B. maturity.C. versatility.D. assertiveness.E. maneuverability.
78. Even though Vincent has an analytical orientation, he is able to modify his sales presentations to
accommodate the style of his customers. This means that Vincent has a high degree of: A. responsiveness.B. maturity.C. versatility.D. assertiveness.E. maneuverability.
79. 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. A. expert systemB. marketing information systemC. office information systemD. database systemE. spreadsheet
80. Which of the following statements about training systems for developing adaptive selling skills is true?
A. All alternatives to the social style matrix rely on the same dimensions.B. Computers cannot be used to develop adaptive selling skills.C.
There is no other method available besides the social style matrix for developing adaptive selling skills.
D. All a person needs to successfully use adaptive selling is to understand the social style matrix.E.
The social style matrix concentrates on the form of the communication, not the content of the communication.
81. "The company is going to purchase an expert system to help us improve our adaptive selling skills," says
Keith, one of your salesperson buddies. You find yourself amazed that Keith could be so excited about a(n): A. all day presentation by one of those "touchy-feely" sales trainersB. bunch of video tapes the members of the sales force will have to watch in their spare timeC. new order entry systemD. computer programE. correspondence course for the members of the sales force to complete
82. Which of the following statements about training systems for developing adaptive selling skills is true?
A. The social style matrix is applicable to any international selling situation.B.
An expert system can be used by salespeople to understand their customers and to develop successful sales strategies for each.
C. It is typically quite easy to determine in which social style category a customer fits.D. The social style matrix provides very specific knowledge for adapting sales presentations.E.
There is no other method available besides the social style matrix for developing adaptive selling skills.
83. Which of the following describes a limitation associated with the use of the social style matrix as a sales
training tool? A. It bases the classification on communication style and not on communication content.B. It requires the salesperson to not deviate from the strategy as designated by the method.C. It increases the number of performance appraisals done annually.D.
It has a large number of subcategories, which may need to be used for customers that are difficult to label.
E. It is costly to implement. 84. What are the differences among standard memorized, outlined, and custom sales presentations?
85. How do salespeople acquire knowledge about company products and policies, customer needs, and selling situations?
86. What is the difference between performance feedback and diagnostic feedback?
87. List and define the two dimensions of the social style matrix.
88. Describe the driver and expressive social styles and appropriate sales techniques for each style.
89. Describe the amiables and analyticals social styles and appropriate sales techniques for each style.
90. Luke attended a course in which he was trained to apply the social style matrix in order to help him 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?
91. How can expert systems be used by salespeople?
92. Luke attended a course in which he was trained to apply the social style matrix in order to help him 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 would be? Why?
93. List the three types of sales presentations.
94. 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?
95. What do purchasing agents rate as one of the most important attributes of good salespeople?
96. What does diagnostic feedback provide salespeople?
97. In "Keeping Track of Things- How Isuzu Commercial Truck of America Does It," what was the primary benefit for salespeople adopting of NetSuite CRM technology?
98. What popular training program do companies use to help salespeople adapt their communication styles?
99. The social style matrix uses what two dimensions to understand social behavior?
100.Does simply having strong opinions make an individual assertive? Why or why not?
101.Natalie uses facts, is serious, and often has a monotone voice. In the social style matrix, how would
Natalie be characterized?
102.Gwen allotted only 20 minutes for her sales presentation with Mr. James. She had facts and figures to
show him how buying her company's anti-theft system would affect his store's bottom line. She knew that she would have a decision within 15 minutes of starting the presentation. In which category of social style would you place Mr. James?
103.Ms. Arnold told the first hospital supplies salesperson she saw today that she really liked his products and that she hoped they could do business together in the future. She told the second salesperson basically the same thing. Afterwards she told her secretary to find another supplier because neither salesperson actually had the product quality the hospital desired. In which category of social style would you place Ms. Arnold?
104.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. What social style should Hylana assume her prospect is?
105.Luc walks into a prospect's office and sees a series of motivational posters, a cluttered desk, and his
prospect dressed in Jimmy Buffett-style clothes. What social style should Luc assume his prospect is?
106.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?
107.What is the first step in developing knowledge for practicing adaptive selling?
ch05 Key 1. (p. 127) FALSE 2. (p. 128) FALSE 3. (p. 129) FALSE 4. (p. 129) FALSE 5. (p. 131) TRUE 6. (p. 131) FALSE 7. (p. 132) FALSE 8. (p. 132) TRUE 9. (p. 132) FALSE 10. (p. 132) TRUE 11. (p. 132) FALSE 12. (p. 132) TRUE 13. (p. 133) FALSE 14. (p. 135) FALSE 15. (p. 137) FALSE 16. (p. 127) B 17. (p. 128) C 18. (p. 128) C 19. (p. 128) A 20. (p. 128) D 21. (p. 128) C 22. (p. 128) E 23. (p. 128) B 24. (p. 128) A 25. (p. 128) E 26. (p. 128) C 27. (p. 129) E 28. (p. 129) D 29. (p. 129) C 30. (p. 127) D 31. (p. 129) B 32. (p. 128-129) B 33. (p. 129) D 34. (p. 128-129) E 35. (p. 131-132) C 36. (p. 131) A
37. (p. 131) E 38. (p. 132) B 39. (p. 132) B 40. (p. 132) B 41. (p. 132) B 42. (p. 133) C 43. (p. 134) B 44. (p. 134) A 45. (p. 133) B 46. (p. 133) D 47. (p. 134) C 48. (p. 134) E 49. (p. 135) A 50. (p. 135) A 51. (p. 135) A 52. (p. 135) B 53. (p. 136) B 54. (p. 137) C 55. (p. 137) C 56. (p. 137) E 57. (p. 137) B 58. (p. 137) D 59. (p. 137) D 60. (p. 137) C 61. (p. 137) D 62. (p. 137) B 63. (p. 137) E 64. (p. 138) D 65. (p. 138) E 66. (p. 138) B 67. (p. 138) E 68. (p. 138) C 69. (p. 138) A 70. (p. 138) A 71. (p. 138) B 72. (p. 138) A 73. (p. 138) E 74. (p. 138) B
75. (p. 138) C 76. (p. 140) D 77. (p. 140) C 78. (p. 140) C 79. (p. 140) A 80. (p. 140) E 81. (p. 140) D 82. (p. 142) B 83. (p. 142) A 84. (p. 128) A standard memorized or canned presentation is a completely memorized sales talk where the same selling points are made in the same order. An outlined sales presentation includes a standard introduction, answers to common objections and a standard closing. A customized presentation is based on a detailed analysis of a customer's needs. 85. (p. 128-129) Salespeople gather this knowledge through company training programs, analyses of company reports and trade publications, discussions with supervisors and other salespeople, and on-the-job learning. 86. (p. 132) Performance feedback focuses purely on performance; did the salesperson achieve his or her performance goals? It is not nearly as useful to the salesperson as diagnostic feedback, which provides information about what someone is doing right and is doing wrong. Diagnostic feedback improves performance over the long run, while performance feedback is more short-term oriented. 87. (p. 134) Assertiveness is the degree to which people have opinions about issues and make their opinions clear to others publicly. Responsiveness is based on how emotional people tend to be in social situations. 88. (p. 134-136) Drivers are highly assertive but low on the responsiveness scale. 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 both the assertiveness and responsiveness scales. They are both approachable and competitive. Expressives prefer presentations with product demonstrations and creative graphics rather than facts and technical details. 89. (p. 135-136) Amiables are low on assertiveness and high on responsiveness. They like to work cooperatively. Since amiables tend to avoid conflict, it is hard to determine their true feelings. Personal relationships, guarantees, and salespeople who follow through on their promises are valued by amiables. Analyticals are low on assertiveness and low on responsiveness. They like facts, and logic. Sales presentations that show tangible evidence and technical expertise, and long-term benefits appeal to analyticals. 90. (p. 136) 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 only observe your behaviors. They would not know your thoughts or intentions. Also, we vary our behavior from situation to situation, which means that how we assess one time may vary at a later time. 91. (p. 140) Expert systems are computer programs that contain the knowledge, rules, and decision processes used by experts. Salespeople can input information about their customers, competitors, products, and prices. The program can then provide sales strategies based on the interrelationship of the information provided. 92. (p. 140-142) He was probably not very successful because training in the social style matrix is typically limited and presents only a few types of customers. In addition, accurately fitting customers into the suggested categories is often very difficult. Customers act differently and have different needs in different sales encounters. By rigidly applying the classification rules, Luke may limit his flexibility as a salesperson. Also the knowledge these training courses provide tend to be very general--it is not related to specific types of customers or specific products. 93. (p. 128) standard memorized (canned), outlined, and customized 94. (p. 129) adaptive 95. (p. 129) product knowledge 96. (p. 132) Information about what they are doing right and wrong. 97. (p. 133) reduced paperwork time allowing more time with key customers 98. (p. 134) Social style matrix 99. (p. 134) Assertiveness and responsiveness 100. (p. 136) No. Assertive people try to influence others to accept their beliefs. 101. (p. 135) Less responsive 102. (p. 135) driver 103. (p. 137) amiable
104. (p. 137) Analytical 105. (p. 137) Expressive 106. (p. 140) Versatility 107. (p. 137) To learn techniques for identifying the 4 social styles
