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Sample Questions Posted Below

Chapter 05

Adaptive Selling for Relationship Building

True / False Questions

1. 2. 3. 4. 5. 6. 7. 8. 9. Effective salespeople adapt their selling strategies and approaches to the selling

situation.

True False

Personal selling is the most effective marketing communication medium because it

allows salespeople to manipulate customers.

True False

A canned presentation provides more opportunity for the customer to participate in the

sales interaction than does an outlined presentation.

True False

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

True False

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

True False

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

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

little training.

True False

Practicing adaptive selling does not mean salespeople should be dishonest about their

products or their personal feelings.

True False

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

good salesperson.

True False

5-1

Education.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

5-2

Education.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

5-3

Education.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.

5-4

Education.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. customiz

B. outline

C. adaptiv

D. canne

E. cause-and-

effect

5-5

Education.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.

A. memoriz

B. outline

C. exactin

D. canne

E. customiz

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

B. canne

C. customiz

D. outline

E. standardiz

5-6

Education.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.

A. memoriz

B. outline

C. standardiz

D. canne

E. customiz

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.

A. canne

B. outline

C. question-and-

answer

D. customiz

E. inform

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.

5-7

Education.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.

D. seedin

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.

A. reactiv

B. fixe

C. outline

D. adaptiv

E. methodologi

cal

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

D. Routin

E. The outlined

presentation

5-8

Education.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. standardiz

B. fixe

C. Outline

D. Adaptiv

E. methodologi

cal

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. reciproc

B. diagnost

C. performan

D. generaliz

E. damage

control

5-9

Education.49._____ feedback provides information about what you are doing right and what you are

doing wrong.

A. Extrinsi

B. Diagnost

C. Performan

D. Intrinsi

E. Fundament

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. reciproc

B. intrins

C. performan

D. evaluati

E. diagnost

5-10

Education.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.

A. affinit

B. social

style

C. personali

D. sales

approach

E. prospect

reference

5-11

Education.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. effectivene

B. responsivene

C. emotional

labeling

D. style

flexing

E. assertivene

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.

5-12

Education.58._____ is a dimension of social style that is based on how emotional people tend to get in

social situations.

A. Assertivene

B. Attentivene

C. Receptivene

D. Awarenes

E. Responsivene

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.

5-13

Education.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:

A. driver

B. expressive

C. amiable

D. analytical

E. gatekeeper

5-14

Education.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?

A. Driver

B. Expressiv

C. Amiable

D. Analytica

E. Gatekeepe

5-15

Education.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. analytical

B. driver

C. expressive

D. amiable

E. gatekeeper

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.

A. driver

B. expressiv

C. amiable

D. analytica

E. avoider

5-16

Education.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.

A. driver

B. expressiv

C. amiable

D. analytica

E. radical

5-17

Education.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):

A. drive

B. amiabl

C. analytic

al.

D. expressiv

E. none of

these.

5-18

Education.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. efficien

B. submissivene

C. enthusias

D. creativi

E. modest

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.

A. versatil

B. analytic

C. amiabl

D. expressiv

E. driv

5-19

Education.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. Orderline

E. Thoroughne

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.

5-20

Education.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. dependabili

ty.

B. resilienc

C. maneuverabili

ty.

D. versatilit

E. compatibili

ty.

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.

5-21

Education.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?

5-22

Education.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?

5-23

Education.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?

5-24

Education.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?

5-25

Education.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.

5-26

Education.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?

5-27

Education.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?

5-28

Education.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

2. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-01 What is adaptive selling?

Personal selling is the most effective marketing communication medium because it

allows salespeople to manipulate customers.

FALSE

3. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-01 What is adaptive selling?

A canned presentation provides more opportunity for the customer to participate in

the sales interaction than does an outlined presentation.

FALSE

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

FALSE

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

TRUE

6. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

5-29

Education.7. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Difficulty: 1 Easy

various situations?

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

little training.

FALSE

8. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

Practicing adaptive selling does not mean salespeople should be dishonest about their

products or their personal feelings.

TRUE

9. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

Purchasing agents rate product knowledge as one of the most important attributes of

a good salesperson.

TRUE

10. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

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

11. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

Successful sales managers give their salespeople performance feedback rather than

diagnostic feedback.

FALSE

12. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

Learning Objective: 05-03 What kind of knowledge do salespeople need to practice adaptive selling?

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?

5-30

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

you are doing wrong.

FALSE

14. 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?

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

15. 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?

It is important for salespeople to be able to retrieve brochures and other business

collateral from their knowledge management systems.

TRUE

16. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

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

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

17. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

Lauren can be described as assertive because she has strongly held convictions, and

she expresses her convictions publicly.

TRUE

18. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

Assertive people readily express joy, anger, and sorrow, whereas responsive people

do not.

FALSE

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-31

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

FALSE

20. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

In the context of the social style matrix, drivers are low on assertiveness and high on

responsiveness.

FALSE

21. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

The slogan best suited to individuals classified as “drivers” is “Let us not make any

hasty decisions.”

FALSE

22. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

According to the social style matrix, individuals classified as “drivers” have a great

desire to get ahead in their companies and careers.

TRUE

23. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

According to the social style matrix, individuals classified as “expressives” are low on

assertiveness and low on responsiveness.

FALSE

24. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-32

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

suppliers.

TRUE

26. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

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

28. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

According to the social style matrix, prospects who are categorized as “analyticals”

expect sales interviews to proceed at a quick pace.

FALSE

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

FALSE

30. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

Salespeople who are specialists, have well-defined interests, and avoid negotiations

by sticking to their principles are highly versatile.

FALSE

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-33

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-34

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

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

5-35

Education.36. various situations?

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. customiz

B. outline

C. adaptiv

D. canne

E. cause-and-

effect

37. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

5-36

Education.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.

A. memoriz

B. outline

C. exactin

D. canne

E. customiz

39. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

Before Harley can make a(n) _____ presentation, he will need cooperation from his

clients to conduct an analysis of their needs.

A. standard

memorized

B. canne

C. customiz

D. outline

E. standardiz

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-37

Education.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.

A. memoriz

B. outline

C. standardiz

D. canne

E. customiz

41. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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.

A. canne

B. outline

C. question-and-

answer

D. customiz

E. inform

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-38

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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.

D. seedin

E. standardized sales

strategies.

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

Learning Objective: 05-02 Why is it important for salespeople to practice adaptive selling?

5-39

Education.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.

A. reactiv

B. fixe

C. outline

D. adaptiv

E. methodologi

cal

45. Accessibility: Keyboard Navigation

Difficulty: 3 Hard

Learning Objective: 05-02 Why is it important for salespeople to practice adaptive selling?

_____ 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

D. Routin

E. The outlined

presentation

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

5-40

Education.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. standardize

B. fixe

C. outline

D. adaptiv

E. methodologic

al.

47. 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?

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?

5-41

Education.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. reciproc

B. diagnost

C. performan

D. generaliz

E. damage

control

49. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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

doing wrong.

A. Extrinsi

B. Diagnost

C. Performan

D. Intrinsi

E. Fundament

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-42

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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. reciproc

B. intrins

C. performan

D. evaluati

E. diagnost

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-43

Education.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. Accessibility: Keyboard Navigation

Difficulty: 2 Medium

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

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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

The _____ matrix is a training program for building adaptive selling skills that uses two

critical dimensions: assertiveness and responsiveness.

A. affinit

B. social

style

C. personali

D. sales

approach

E. prospect

reference

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

5-44

Education.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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

56. The degree to which people have opinions about issues and publicly make their

positions clear to others is called _____.

A. effectivene

B. responsivene

C. emotional

labeling

D. style

flexing

E. assertivene

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

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

5-45

Education.58. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Difficulty: 2 Medium

various situations?

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

in social situations.

A. Assertivene

B. Attentivene

C. Receptivene

D. Awarenes

E. Responsivene

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

5-46

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-47

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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:

A. driver

B. expressive

C. amiable

D. analytical

E. gatekeeper

64. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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

5-48

Education.65. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Difficulty: 2 Medium

various situations?

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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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?

A. Driver

B. Expressiv

C. Amiable

D. Analytica

E. Gatekeepe

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

5-49

Education.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. analytical

B. driver

C. expressive

D. amiable

E. gatekeeper

68. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

“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.

A. driver

B. expressiv

C. amiable

D. analytica

E. avoider

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-50

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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various situations?

5-51

Education.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.

A. driver

B. expressiv

C. amiable

D. analytica

E. radical

72. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 3 Hard

various situations?

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 3 Hard

various situations?

5-52

Education.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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

In the context of the social style matrix, the best social style for a salesperson is that

of a(n):

A. drive

B. amiabl

C. analytic

al.

D. expressiv

E. none of

these.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

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.

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Difficulty: 2 Medium

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Education.76. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

various situations?

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

driver salespeople.

A. efficien

B. submissivene

C. enthusias

D. creativi

E. modest

77. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 1 Easy

various situations?

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.

A. versatil

B. analytic

C. amiabl

D. expressiv

E. driv

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 3 Hard

various situations?

5-54

Education.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. Orderline

E. Thoroughne

79. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

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.

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Education.81. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Difficulty: 2 Medium

various situations?

The effort people make to increase the productivity of a relationship by adjusting to

the needs of the other party is known as:

A. dependabili

ty.

B. resilienc

C. maneuverabili

ty.

D. versatilit

E. compatibili

ty.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 1 Easy

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

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

Short Answer Questions

5-56

Education.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.

84. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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?

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.

85. Accessibility: Keyboard Navigation

Difficulty: 3 Hard

Learning Objective: 05-01 What is adaptive selling?

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?

5-57

Education.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.

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?

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.

88. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 1 Easy

various situations?

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.

89. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 1 Easy

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

5-58

Education.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.

91. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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?

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.

92. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

5-59

Education.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?

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.

94. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 3 Hard

various situations?

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 3 Hard

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

Essay Questions

5-60

Education.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.

97. Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

Accessibility: Keyboard Navigation

Difficulty: 2 Medium

various situations?

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.

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?

5-61

Education.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.

99. Accessibility: Keyboard Navigation

Difficulty: 2 Medium

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

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

5-62

Education.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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

5-63

Education.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.

103. Accessibility: Keyboard Navigation

Difficulty: 1 Easy

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

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.

104. Accessibility: Keyboard Navigation

Difficulty: 2 Medium

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

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

5-64

Education.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.

Learning Objective: 05-05 How can salespeople adapt their sales strategies, presentations, and social styles to

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Difficulty: 2 Medium

various situations?

5-65

Education.

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