Deck 10: Approaching the Customer with Adaptive Selling

Question 1

Which of the following is recommended when making telephone contact with a prospect?

A)Avoid giving the receptionist or secretary too much information.
B)Confirm the telephone appointment with a pre-appointment call.
C)Avoid telling the person how much time the appointment may take.
D)State the purpose of your call and explain how the prospect can benefit from a meeting.
E)Avoid developing a written presentation,which may sound too structured for a telephone call.

Answer 1

D

Question 2

Which of the following statements is most likely true?

A)Following a tight script will help facilitate a sale in consultative selling.
B)Team selling is effective when firms sell complex or customized products.
C)Salespeople should concentrate on a single objective for each sales call.
D)The salesperson should only meet with the decision maker.
E)A receptionist is most likely to be the true decision maker.

Answer 2

B

Question 3

Before the salesperson plans the presentation,he or she needs to plan the:

A)implementation
B)solution
C)delivery
D)close
E)preapproach

Answer 3

E

Question 4

At the trade show,Emmanuelle gives Suzanne her elevator pitch,which:

A)establishes a deep rapport between Emmanuelle and Suzanne
B)explains the product's features,benefits,and quality guarantees
C)provides Suzanne with enough information to pique Suzanne's interest
D)presents the benefits to Suzanne of purchasing the product for home décor retailers
E)suggests that Suzanne will receive a discount if she purchases textiles from Emmanuelle

Question 5

In the morning,the Web-Star salesperson will give a sales presentation to a current client,and in the afternoon,the salesperson will give a sales presentation to a new prospect. How is pre-call planning different for the two presentations?

A)It is more important for new clients,as current clients have the same needs they did when they originally purchased the product,but new clients' needs are unknown.
B)It is more important for new clients,as the salesperson must have a more polished,smoother manner with new clients to earn their trust.
C)It is useful to do pre-call planning with both old and new clients if you have the time,but a good salesperson can conduct an effective sales call without prior preparation.
D)It is equally important for both types of clients,as current clients' needs may have changed since the original purchase.
E)It is more important for current clients,as the stakes are higher that they will reject a proposal once they have used the product.

Question 6

Preparing presale objectives,developing a presale presentation plan,and providing outstanding customer service are the three parts of:

A)the customer alliance
B)the presale approach
C)the presentation plan
D)the presentation strategy
E)the follow up

Question 7

Raymundo is trying to develop a presentation strategy. One of the prescriptions he should follow is:

A)prepare objectives
B)become a product expert
C)configure value-added solutions
D)discover customer needs
E)recognize closing cues

Question 8

Sarah has already made a brief call on the prospect. Which of the following objectives has she most likely achieved?

A)developed trust and presented solutions
B)established rapport and asked basic needs discovery questions
C)asked basic needs discovery questions and negotiated pricing
D)negotiated pricing and closed the sale
E)closed the sale and agreed on shipping terms

Question 9

As Sarah and Juan begin to put together the actual presentation,what should they do first?

A)Clarify the objectives for the presentation using their company's standard form.
B)Anticipate the prospect's needs based on the financial data gathered through public records.
C)Search the CRM system for information on purchase records of similarly-sized clients.
D)Find the correct format and graphics for the physical PowerPoint presentation.
E)List all the features of the equipment they offer in a way that's easy for the prospect to read.

Question 10

Multi-call sales presentations are common in many areas,but not in the retail field.

Question 11

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

Question 12

________,not to be confused with telemarketing,includes many of the same elements as traditional sales.

Question 13

Emmanuelle calls Suzanne and arranges a meeting to discuss both organizations. Before Emmanuelle goes to the meeting,what should she most likely do?

A)Perform some visualization activities to help focus on winning the sale.
B)Break the ice with Suzanne by mentioning a mutual acquaintance.
C)Prepare a PowerPoint presentation about her firm's history and products.
D)Send Suzanne an e-mail outlining the features of the textiles.
E)Research Suzanne's firm on the Internet to get basic information.

Question 14

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

Question 15

Preparation for the actual sales presentation is a two-part process. Part one is referred to as the ________,and part two is called the ________.

Question 16

Given that Juan and Sarah will be working as a team,which of the following is most important for Juan to do?

A)Develop a price quote for the prospect before Sarah has the opportunity.
B)Confirm his percentage of the commission with his sales manager.
C)Develop the visual aids that will be used in the sales presentation.
D)Conduct Internet research on the prospect.
E)Clarify his role in the sales call.

Question 17

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

A)Build a strong prospect base by analyzing qualified customers.
B)Prepare a presale presentation plan needed to meet objectives.
C)Assume a role of mentor and associate.
D)Project a positive sales image.
E)Focus on relationships.

Question 18

Which is the first step in creating a presentation objective?

A)Obtain personal and business information to establish the customer's file.
B)Exchange personal information with the customer to break the ice.
C)Learn about the competition's most popular products.
D)Focus on networking in social situations.
E)Acquire information needed for a routing plan.

Question 19

Sarah and Juan work together to analyze the answers to the questions Sarah asked the prospect about their needs. Based on this analysis,Juan and Sarah put together:

A)a list of questions about the prospect's payment process
B)a pricing discount schedule that involves a value chain
C)a proposal of products that will solve the prospect's problems
D)a plan for customer service to implement the products
E)a relationship strategy based on the prospect's long-term needs

Question 20

Which of the following statements concerning selling in England is true?

A)The British consider it rude to discuss business after the business day.
B)You should expect a quick decision on the part of the client.
C)The British appreciate very informal introductions.
D)Critiquing the competition's offering is acceptable.
E)The British tend to be very expressive and casual.

Question 21

What are the steps in order of the six-step presentation plan?

A)rehearsing,initial contact,presenting,demonstrating,closing,and servicing the sale
B)approach,needs discovery,presentation,negotiation,close,and servicing the sale
C)custom fitting,presentation,demonstration,negotiating,communicating,and closing
D)initial contact,presentation,demonstration,communication,closing,and servicing
E)preapproach,approach,rehearsing,presentation,negotiation,and closing

Question 22

Which question is most relevant to a Web-Star salesperson who is trying to tailor a presentation to a prospect's specific needs for Web conferencing software?

A)What is the prospect's budget for the purchase?
B)How familiar is the prospect with Web conferencing software in general?
C)What level of technical expertise does the prospect have with computer software?
D)Has the prospect been using paid or free Web conferencing software for meetings?
E)How will the prospect be using Web conferencing software with its clients and employees?

Question 23

List and describe the strategies that form the basis of successful adaptive selling.

Question 24

Emmanuelle is able to use an adaptive selling method with the Australian buyers because she has made an effort to understand their needs,she pays attention to the details of the contact she makes with the buyers,and:

A)she is an expert in the products she is selling
B)she speaks to them with an Australian accent
C)she establishes rapport by mentioning her visits to Sidney and Canberra
D)she focuses on benefits,not just features of her products
E)she makes sure to present to them in person only so she can control all aspects of her presentation

Question 25

A Web-Star salesperson is giving a sales presentation to a buying committee. What should the Web-Star salesperson most likely do in this situation?

A)Focus only on the technically knowledgeable members of the group.
B)State the adaptive selling objective for each group member.
C)Use technical specifics when speaking to silent members.
D)Utilize an elevator speech to develop rapport quickly.
E)Identify the primary decision makers in the group.

Question 26

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

Question 27

The step in the presentation plan involving recognizing closing cues and initiating closing methods is the:

A)approach
B)needs identification
C)presentation
D)negotiation
E)close

Question 28

Which step in the presentation plan involves determining needs and selecting a product solution?

A)approach
B)needs identification
C)presentation
D)negotiation
E)close

Question 29

Why is understanding the Web-Star product absolutely essential for a salesperson who uses adaptive selling to sell the teleconferencing software?

A)The salesperson must know the product completely to be able to persuade prospects to purchase it.
B)The salesperson must know the pricing schedule for all products and volumes of sales to give a quote instantly to an interested prospect on the phone.
C)The salesperson must understand the ins and outs of the product to be able to quickly reevaluate the best configuration for a prospect based on new information from the prospect.
D)The salesperson must know the product to be able to point out the flaws in competitor's teleconferencing software to prospects.
E)The salesperson must know all about the product to be able to explain all the features during a presentation.

Question 30

Adaptive selling builds on the customer strategy,the relationship strategy,and the product strategy.

Question 31

The customer strategy is one of the foundations of adaptive selling because:

A)the customer may not purchase until after the salesperson presents the customer strategy
B)the customer needs to have faith that the salesperson understands the product completely
C)a salesperson has to understand the customer's needs to be able to sell to them effectively
D)a salesperson needs to be prepared to answer any questions the customer has about the product
E)a salesperson needs to be able to shorten the sales cycle by forming a relationship with the customer

Question 32

In most situations,the involvement of technical experts on a sales team lengthens the selling cycle.

Question 33

Using the relationship strategy effectively as part of adaptive selling requires that you:

A)study all available information on the product so you are a product expert
B)understand the needs of a specific customer for their business
C)create a standardized presentation that does not leave out any of the benefits to the customer
D)make sure that the customer understands that you will do whatever it takes to make the sale
E)pay attention to details of contact and personal presentation and use style flexing

Question 34

Adaptive selling is based on the relationship,product,and ________ strategies.

Question 35

Which step in the presentation plan involves reviewing goals and making initial contact?

A)approach
B)needs identification
C)presentation
D)negotiation
E)close

Question 36

Which step in the presentation plan involves showing the product to the customer?

A)approach
B)needs identification
C)presentation
D)negotiation
E)close

Question 37

Sales teams can often uncover problems,solutions,and sales opportunities that no individual salesperson could discover working alone.

Question 38

The step in the presentation plan involving anticipating buyer concerns and using the win-win method is the:

A)approach
B)needs identification
C)presentation
D)negotiation
E)close

Question 39

The relationship strategy can make up for a bad first impression between salesperson and customer.

Question 40

Adaptive selling requires salespeople to adjust their sales strategy based on the:

A)potential margin of each sale in the pipeline
B)relationship and product needs of each customer
C)length of time it usually takes to close a sale with each type of customer
D)sales intelligence on the customer's competitors
E)hard data about the customer's previous purchasing patterns

Question 41

The major purpose of the approach step is to:

A)quantify the prospect's interest in the product
B)encourage the prospect to buy your product
C)capture the prospect's full attention and build interest in the product
D)gather facts about the prospect's authority to buy your product
E)ensure that the prospect is a qualified lead

Question 42

"The certificate of deposit represents 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."These statements are most likely an example of a(n)________ approach.

A)observation
B)question
C)survey
D)method
E)combination

Question 43

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

A)"Would you be interested in a security system that is currently used by most major banks in America?"
B)"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."
C)"I am anxious to show you our newest copy machine."
D)"I want to study your traffic patterns to be sure that our product meets your needs."
E)"Please accept this sample of our floor cleanser."

Question 44

Approach,needs identification,presentation,negotiation,close,and servicing the sale are steps in the six-step ________.

Question 45

The referral approach is most likely to be effective because customers:

A)appreciate prepared salespeople
B)expect to ask and answer many questions
C)tend to focus on benefits instead of features
D)usually trust a salesperson who presents statistical data
E)are impressed by product benefits presented by satisfied customers

Question 46

In British business settings,a hard sell is the best approach.

Question 47

List and explain the steps in the six-step presentation plan.

Question 48

The statement,"This product is convenient,priced right,and ready to use,"is an example of which of the following approaches?

A)premium
B)survey
C)product
D)benefit
E)systems

Question 49

All of the following are recommended guidelines for effectively making social contacts EXCEPT:

A)responding to the customer's comments
B)making nonverbal gestures of listening
C)discussing your personal experiences
D)maintaining appropriate eye contact
E)initiating the social contact

Question 50

An approach that involves using the goodwill of a third party to make contact with the prospect is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 51

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

A)Try to avoid feeling anxious about the initial contact because anxiety is abnormal.
B)Do not anticipate success because you may become overconfident.
C)Avoid the loss of spontaneity that comes with a well-rehearsed approach.
D)Develop a deeper commitment to your goals.
E)Employ the premium approach method.

Question 52

A Web-Star salesperson is preparing a sales presentation for a British firm that is interested in purchasing Web conferencing software. What is the best advice for the salesperson?

A)Use aggressive sales techniques because British business people appreciate aggressiveness.
B)Remind the prospect of the disadvantages of competing Web conferencing products.
C)Immediately use first names with the prospect because British business people are informal.
D)Focus on objective facts about the Web conferencing product during the sales presentation.
E)Call the prospect frequently after the sales presentation to determine if a decision has been made.

Question 53

During the sales presentation to the Australian firm,Emmanuelle should most likely:

A)make adaptations based on the needs of the prospect
B)highlight features that show her firm's superiority
C)set a price high enough to leave room for negotiation
D)raise strong reasons for not purchasing from competitors
E)create a marketing campaign that will appeal to mass audiences

Question 54

One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting. Which of the following approaches is this?

A)product demonstration
B)agenda
C)social
D)referral
E)customer benefit

Question 55

Emmanuelle enjoys the process of helping buyers discover reasons to purchase that they initially think are obstacles to purchasing her association's textiles. Another name for this process is:

A)discovery
B)marketing
C)negotiation
D)closing
E)persuasion

Question 56

The objectives for the sales presentation are developed after completion of the presentation plan.

Question 57

CRM software can help salespeople plan better sales calls.

Question 58

Juan and Sarah make a second call on the client to present the proposal. After thanking the prospect for agreeing to a meeting,Sarah says,"I would like to accomplish three goals during the time you've given us today."Which approach is Sarah most likely using?

A)customer benefit
B)referral
C)premium
D)agenda
E)survey

Question 59

Emmanuelle has made an initial approach to the largest home goods retailer in Australia and has gained some basic information about the retailer's buying process. She has also made contact and established rapport with key buyers for the retailer. What is Emmanuelle's next step in the presentation plan to the retailer?

A)making an initial introduction so the buyers know who she is
B)talking to the buyers to determine their needs
C)asking for the sale
D)making a formal sales presentation,including presenting benefits
E)negotiating the price the retailer will pay

Question 60

The six parts of the presale presentation plan checklist represent new additions to the sales training literature.

Question 61

An approach that involves giving the customer free samples of the product is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 62

A nonthreatening approach that allows the salesperson to gather information about the prospect before the call is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 63

The premium approach involves giving the customer a free sample or an inexpensive gift.

Question 64

Which of the following is the LEAST likely cause of sales call reluctance?

A)fear of rejection
B)fear of group presentations
C)fear of taking risks
D)lack of self-confidence
E)fear of networking

Question 65

An approach that gets the prospect thinking about a problem the salesperson can solve is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 66

An approach that goes directly to showing the product to the prospect is the:

A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach

Question 67

Using a combination of approaches tends to confuse prospects and rarely results in identifying customer needs.

Question 68

The survey approach is generally a nonthreatening way to open a sales call.

Question 69

Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.

Question 70

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

Question 71

Practicing an approach before making initial contact is most likely beneficial because:

A)optimism is crucial to successful selling efforts
B)rehearsal reduces the chances of making a mistake
C)practicing ensures that transactional sales are profitable
D)anxiety is normal for both new and experienced salespeople
E)developing a deeper commitment to sales goals is important

Question 72

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

Question 73

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

Question 74

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

Question 75

It is vital to treat secretaries,assistants,and receptionists with respect because:

A)they are a key part of the buying center
B)they usually have decision-making powers
C)they often control your access to the decision makers
D)they have final sign-off on all purchases
E)they will be the end-users of your product