Deck 10: Approaching the Customer With Adaptive Selling

Question 1

Telesales includes many of the same elements as traditional sales.

Answer 1

True

Question 2

The survey approach is generally a non-threatening way to open a sales call.

Answer 2

True

Question 3

High performance salespeople find it is more important to connect with new prospects than to keep in touch with established customers.

Answer 3

False

Question 4

A good way to get the prospect's attention would be to use the customer benefit approach.

Question 5

A well-rehearsed approach should be avoided because it will sound too impersonal.

Question 6

"Mrs.Smith,will your company be buying some computers this year?".This is an example of a customer benefit approach.

Question 7

The transition from the preapproach to the approach is sometimes blocked by sales call reluctance.

Question 8

Salespeople should not comment on personal items in a prospect's office.

Question 9

Multi-call presentations have become more common in retail selling.

Question 10

The telephone contact is effective to set the stage for the business contact but not for the social contact.

Question 11

Sales call reluctance can be a problem for both sales rookies and experienced salespeople.

Question 12

The preapproach stage can be considered as the research stage before the actual presentation.

Question 13

It is difficult to approach customers directly without having a third-party to bridge the relationship gap in relation-oriented countries such as the USA and UK.

Question 14

The presentation strategy combines elements of the relationship,product and customer strategies.

Question 15

To avoid confusing the prospect,it is recommended that sales personnel not use combination approaches.

Question 16

Converting a prospect's attention from social contact to business proposal is an important part of the approach.

Question 17

Team selling is ideally suited to organizations that sell complex,and/or customized products and services.

Question 18

The first stage of a multi-call sales presentation is an "investigation" stage.

Question 19

Telesales is the same as Telemarketing.

Question 20

The presentation strategy should be developed before the relationship,product,and customer strategy in order to have an effective plan.

Question 21

The selling steps a salesperson is going to follow,as part of his sales call plan,must reflect the customer's buying process.

Question 22

Which of the following prescriptions is part of the presentation strategy?

A)prepare a presale presentation plan needed to meet objectives
B)build a strong prospect base
C)project a positive sales image
D)assume a role of mentor and associate
E)become a product expert

Question 23

A strategic/consultative sales presentation should be:

A)canned.
B)highly structured.
C)systematic.
D)customized.
E)off the cuff.

Question 24

The statement,"This track lighting system will improve the looks of your room as well as add value to your home," is an example of a ________ approach.

A)product
B)benefit
C)combination
D)survey
E)product attribute

Question 25

The statements,"Guaranteed insurance certificates represent a safe investment,but you may want to examine some options that will give you a better return on your investment.Completion of our Financial Planning Profile questionnaire can help us identify investment options." are examples of:

A)the product attribute approach.
B)the survey approach.
C)the question approach.
D)a comment on here-and-now observation approach.
E)the combination approach.

Question 26

Raj is developing a presentation strategy.He includes developing the presale presentation plan,renewing his commitment to providing outstanding customer service,and:

A)inquiring about referrals.
B)overhead design procedures.
C)preplanning activities.
D)managing sales call reluctance.
E)establishing objectives for the sales presentation.

Question 27

Tara is developing a presentation strategy.She includes establishing objectives for the sales presentation,providing outstanding customer service,and:

A)developing a prospect base.
B)preplanning activities.
C)overhead design procedures.
D)enquiring about referrals.
E)developing the presale presentation plan.

Question 28

The major purposes of the approach are to:

A)make social contact and build desire for your product.
B)build rapport,capture the prospect's full attention and build interest in the product.
C)encourage the prospect to buy your product and ask for referrals.
D)gather facts about the prospect's authority to buy your product and configure a solution.
E)gather information on the prospect's needs and find out if you need to bring in others on your selling team.

Question 29

Marvin Hill represents a company that sells industrial solvents used in certain manufacturing processes.Tomorrow,he will visit an established manufacturing company for the first time.An appropriate objective of this sales call could be to:

A)ask them for a referral.
B)learn as much as possible about the structure and culture of the organization.
C)close the sale.
D)over come objections that may arise during the meeting.
E)provide after-sales service.

Question 30

The six-step presentation plan includes which of the following steps:

A)approaching,need discover,presentation,negotiating,closing,and servicing
B)initial contact,customer fitting,presentation,negotiating,closing,and servicing
C)custom fitting,presentation,demonstration,negotiating,communicating,and closing
D)initial contact,presenting,demonstrating,negotiating,closing,and servicing
E)initial contact,presentation,demonstration,communication,closing,and servicing

Question 31

Which one of the following is an effective suggestion for dealing with sales call reluctance?

A)make your sales calls early in the day when you have more energy and enthusiasm
B)avoid the loss of spontaneity that often comes with a well-rehearsed approach
C)get therapy to over come sales call reluctance
D)do not anticipate success because you may become overconfident
E)recognize that it is normal to feel anxious about the initial contact

Question 32

Research studies indicate that the referral approach is effective because:

A)customers don't want to take the time to really get to know sales reps.
B)customers know that the viewpoint of a third party is always accurate.
C)customers always respect the opinions of a third party.
D)customers will be far more impressed with your good points if they are presented by a third party rather than by you.
E)customers seldom trust a salesperson,but do trust a third party.

Question 33

Every sales call should have an action objective.

Question 34

Which of the following statements indicates the salesperson is using the "survey" approach?

A)"I would like to learn about your traffic patterns to be sure our product meets your needs."
B)"We have the lowest price in town."
C)"Would you be interested in a security system that is currently used by most major financial institutions in Canada?"
D)"Tammy Williams,buyer for the Mayfield Company,has been very pleased with our line of drapes and suggested I arrange to show you our products."
E)"I am anxious to show you our newest copy machine."

Question 35

The amount of time devoted to the social contact:

A)should never exceed five minutes.
B)is often overlooked.
C)is seldom an issue in personal selling.
D)will depend on the time of day.
E)will depend on how busy the prospect appears to be.

Question 36

It is unethical to give free samples to customers at the product demonstration approach stage because it may be interpreted as bribery.

Question 37

Having an action objective makes the sales presentation more focused.

Question 38

Which of the following statements is false?

A)Increasingly,there are more decision makers involved in selling situations.
B)The inflexible canned sales presentation violates the major tenets of consultative selling.
C)Salespeople should concentrate on a single objective for each sales call.
D)Multi-call sales presentations are common in complex sales.
E)Some sales presentations require a team approach.

Question 39

Silent team members of a buying centre has the least influence on the buying decision.

Question 40

Which method would be an inappropriate way to capture a prospect's attention?

A)Product demonstration approach
B)Question approach
C)Customer benefit approach
D)Referral approach
E)Putting down competition approach

Question 41

Helena finds the approach very important.She wants to satisfy three main objectives.First,is to build rapport with the customer; second,is to capture the prospect's full attention; and third,is to:

A)change the customer's behaviour.
B)ask for a referral.
C)involve the prospect in a sales demonstration.
D)close more sales.
E)make a transition to the need discovery stage of the sales presentation.

Question 42

Stephen's most preferred approach is the referral approach.He likes this method because:

A)it gets the prospect's attention.
B)prospects are impressed with you if presented by a third party.
C)customers almost always answer a referral.
D)a salesperson should always refer to a substantial benefit.
E)it is the easiest way to approach a customer.

Question 43

The length of time devoted to the social contact depends on:

A)whether you are feeling sales call reluctance.
B)whether the buyer is serious about buying.
C)whether or not you like the buyer.
D)the type of product or service sold.
E)whether conversion has happened.

Question 44

When Paul is selling into a situation with complex product solutions that involve technical experts,he often employs:

A)relationship selling method.
B)an outside source of technical expertise.
C)a bait and switch selling method.
D)the services of a presentation planner.
E)a team selling solution.

Question 45

In today's dynamic sales presentations,the correct order for strategies is:

A)customer,presentation,relationship strategy in this order
B)presentation,customer,relationship strategy in this order
C)relationship,presentation,customer strategy in this order
D)relationship,presentation,customer strategy happening before the presentation strategy.
E)presentation,relationship,customer strategy in this order

Question 46

The goal of the social contact during the approach is to:

A)develop interest.
B)understand buyer's needs.
C)establish rapport and trust.
D)understand buyer's communication style.
E)get more comfortable for the presentation.

Question 47

"Mrs.Gupta,let me show you how our new paper shredder MX.420 works",is an example of:

A)the customer benefit approach.
B)the question approach.
C)the referral approach.
D)the survey approach.
E)the product demonstration approach.

Question 48

"Mr.Fabio,are you aware of our company's extended warranty program?",is an example of:

A)the agenda approach.
B)the survey approach.
C)the question approach.
D)the product demonstration approach.
E)the referral approach.

Question 49

Mitch often considers what factor(s)when setting presentation objectives?

A)what is the buyer's communication style
B)does he like the buyer or not
C)is he experiencing sales call reluctance
D)has the buyer been qualified
E)how familiar the prospect is with the product

Question 50

Lesley understands that an effective sales demonstration:

A)is actually not often necessary.
B)provides the customer with a better understanding of product benefits.
C)helps speed up the sales cycle.
D)helps build customer relationships.
E)will close more business.

Question 51

Ramona realizes the most important factor of dealing with a buying team is:

A)winning the business at all costs.
B)determining the various buying influences.
C)winning the business with a good profit margin.
D)having a good presentation.
E)being persuasive.

Question 52

An important reason for applying the team approach in selling is:

A)to assist order takers dealing with new prospects.
B)to be able to deal with various buying centre members.
C)to provide more pressure and persuasion to the prospect.
D)to bolster new salespeople's confidence and provide moral support.
E)to improve the need identification process and to better identify the solution to customer's buying problem.

Question 53

A good strategy for building relationship with prospects would be to:

A)understand what their buying motives are.
B)give them an expensive gift.
C)qualify them before approaching them.
D)research who their competitors are.
E)search for mutual acquaintances or interests.

Question 54

Denise understands that an effective sales demonstration:

A)will close more business.
B)helps build customer relationships.
C)helps speed up the sales cycle.
D)is actually not often necessary.
E)helps verify parts of the sales presentation.

Question 55

When a customer's decision-making process is guided by a team,the seller is likely to use a ________ approach.

A)communication-style flexing
B)pre-call planning
C)consultative-selling
D)team-selling
E)multi-call sales presentation

Question 56

When Jason makes a transition from preapproach to approach,the sales call may be blocked by sales call reluctance.If this manifests itself as a fear it is a problem shared by:

A)order getters.
B)rookies and veterans.
C)organizational buyers.
D)missionary salespeople.
E)order takers.

Question 57

"Ms.French,my name is Melanie Cunningham,and I represent the Smiling Dog Studios.We specialize in pet photography.Your name was suggested to us by Mrs.Kalon who is a regular customer of ours" is an example of:

A)survey approach.
B)question approach.
C)referral approach.
D)agenda approach.
E)combination approach.

Question 58

The objective of the Approach is to:

A)capture prospect's attention and generate interest in a prospect.
B)close the sale.
C)negotiate any concerns the prospect may have.
D)demonstrate the product to the prospect.
E)qualify the prospect.

Question 59

Closing the sale over several calls is often referred to as:

A)Levitt method selling.
B)Ferris wheel selling.
C)Hopper selling.
D)Learning International selling.
E)Multicall sales presentations.

Question 60

Sarina sets more than one sales call objective because:

A)she is indecisive.
B)all facets of the relationship can be accounted for.
C)she is guaranteed to accomplish something.
D)she wishes to reduce her fear of failure.
E)with so many factors needing attention,one objective is not enough.

Question 61

A complex selling situation often requires a:

A)one-person presentation.
B)reminder presentation.
C)high involved presentation.
D)persuasive presentation.
E)team presentation.

Question 62

"I will commit the buyer to disclose his dominant buying motives in this sales visit",is an example of developing a __________.

A)sales call objective
B)customer action plan
C)pre-approach plan
D)presentation plan
E)action objective

Question 63

Changing selling strategies to suite the unique needs,wants and concerns of each customer is called:

A)adaptive selling.
B)suggestion selling.
C)personal selling.
D)team selling.
E)responsive selling.

Question 64

"Hello Mr.Jones,I would like to achieve two objectives during this meeting with you",is an example of using the __________ approach of developing business contact.

A)goal-oriented
B)action
C)objective
D)agenda
E)question

Question 65

List and explain the three prescriptions to developing a good presentation strategy.

Question 66

_______ can be one of the causes of sales call reluctance.

Question 67

The presentation strategy consists of the following prescriptions:

A)commit to being a product,customer,and market expert and make effective presentations.
B)establish sales call objectives,develop presale presentation plan,and commit to provide outstanding customer service.
C)commit to effective implementation of the marketing plan and be customer oriented.
D)commit to maximization of customer satisfaction and company profitability.
E)all of the above

Question 68

The three key objectives of the approach stage of the sales presentation are:

A)to understand customer's communication style,build rapport and discuss business.
B)capture attention,develop interest,and build desire for products.
C)establish referent power,reward power,and expert power.
D)establish credibility,trust,and expert power with the customer.
E)build rapport,capture customer's attention,and transition to need discovery.

Question 69

The fear of making initial contact with the prospect is called:

A)sales anxiety disorder.
B)communication anxiety disorder.
C)communication bias syndrome.
D)social anxiety disorder.
E)sales call reluctance.

Question 70

The presentation strategy includes elements from the relationship,product and __________ strategies.

A)competitor
B)customer
C)sales
D)positioning
E)marketing

Question 71

When you use the _______ approach,your opening statement should include a direct reference to the third party.

Question 72

A _______ is one who will influence the buying decision,but does not attend the presentation.

Question 73

The three objectives of the approach stage are to build rapport with the prospect,capture the prospect's attention,and _________.

A)generate interest in you,the salesperson.
B)demonstrate the product
C)generate interest in the company.
D)close the sale.
E)generate interest in your product.

Question 74

"Ms.Kim,the product I am offering you will be able to reduce your electricity bill by 5% a year",is an example of:

A)the agenda approach.
B)the customer benefit approach.
C)the problem-solving approach.
D)the objective approach.
E)the action plan approach.

Question 75

Organizations which sell complex products and the buying decision may be made by several people may require __________.

A)team selling
B)consultative selling
C)partnership selling
D)strategic selling
E)relationship selling

Question 76

The purpose of developing social contact is to:

A)get customer's involvement in the presentation.
B)develop customer's interest.
C)get customer's attention.
D)put the customer at ease.
E)create desire for the product.

Question 77

Industries where products are complex and the buying decisions are made by several people will require:

A)strategic selling.
B)multi-call sales presentations.
C)a presentation strategy.
D)consultative selling
E)relationship selling.

Question 78

A tentative list of activities that will take place during the sales interview is called the Six-Step _______.

Question 79

An effective strategy to convert buyer's attention to interest would be by:

A)complimenting the buyer.
B)searching for mutual acquaintances and interests.
C)engaging in small-talk with the buyer.
D)making "here and now" observations.
E)focusing on the buyer's dominant buying motives.

Question 80

"Dr.Tahoma,here are some samples for you to offer to your patients",is an example of the __________.

A)customer benefit approach
B)premium approach
C)agenda approach
D)trial approach
E)concession approach