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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.
2.
Personal selling is the most effective marketing communication medium because it allows
salespeople to manipulate customers.
3.
A canned presentation provides more opportunity for the customer to participate in the sales
interaction than does an outlined presentation.
4.
A canned presentation is designed on the basis of the needs of a customer.
5.
An outlined presentation can be very effective because it is well organized.
6.
A customer recognizes a sales representative giving a customized presentation as a
professional who is helping provide real value, not just selling products.
7.
Customized presentations can be delivered at a low cost by unskilled salespeople with little
training.
8.
Practicing adaptive selling does not mean salespeople should be dishonest about their
products or their personal feelings.
9.
Purchasing agents rate product knowledge as one of the most important attributes of a good
salesperson.
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.
11.
Successful sales managers give their salespeople performance feedback rather than
diagnostic feedback.
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.
13.
Performance feedback provides information about what you are doing right and what you are
doing wrong.
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.
15.
It is important for salespeople to be able to retrieve brochures and other business collateral
from their knowledge management systems.
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.
17.
Lauren can be described as assertive because she has strongly held convictions, and she
expresses her convictions publicly.
18.
Assertive people readily express joy, anger, and sorrow, whereas responsive people do not.
19.
Highly responsive people devote a lot of effort toward controlling their emotions.
20.
In the context of the social style matrix, drivers are low on assertiveness and high on
responsiveness.
21.
The slogan best suited to individuals classified as "drivers" is "Let us not make any hasty
decisions."
22.
According to the social style matrix, individuals classified as "drivers" have a great desire to
get ahead in their companies and careers.
23.
According to the social style matrix, individuals classified as "expressives" are low on
assertiveness and low on responsiveness.
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.
25.
According to the social style matrix, amiables tend to develop loyalty toward suppliers.
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.
27.
According to the social style matrix, prospects who are categorized as "drivers" expect the
atmosphere in sales interviews to be businesslike.
28.
According to the social style matrix, prospects who are categorized as "analyticals" expect
sales interviews to proceed at a quick pace.
29.
Being amiable is thought to be the best social style for a salesperson.
30.
Salespeople who are specialists, have well-defined interests, and avoid negotiations by
sticking to their principles are highly versatile.
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?
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.
33.
Which of the following is a benefit of the standard memorized sales presentation?
34.
In the context of the most common sales presentation types, which of the following
statements is true about the standard memorized presentation?
35.
Some companies insist that their inside salespeople:
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.
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:
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.
39.
Before Harley can make a(n) _____ presentation, he will need cooperation from his clients to
conduct an analysis of their needs.
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.
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.
42.
In the context of the most common sales presentation types, which of the following
statements is true about the customized presentation?
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:
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.
45.
_____ is similar to personal selling because it allows salespeople to tailor their presentations
to each customer.
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
47.
Which of the following statements is true about the importance of knowledge in adaptive
selling?
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.
49.
_____ feedback provides information about what you are doing right and what you are doing
wrong.
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.
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.
52.
Studies have shown that using customer relationship management systems:
53.
Which of the following statements best describes style flexing?
54.
The _____ matrix is a training program for building adaptive selling skills that uses two critical
dimensions: assertiveness and responsiveness.
55.
In the social style matrix, the two critical dimensions used to understand social behavior are:
56.
The degree to which people have opinions about issues and publicly make their positions
clear to others is called _____.
