Deck 10: Approaching the Customer With Adaptive Selling

Question 1

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."

Answer 1

D

Question 2

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

Answer 2

True

Question 3

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

Answer 3

True

Question 4

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

Question 5

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

A) rehearsing, initial contact, presenting, demonstrating, closing, and servicing
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 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

The major purpose of the approach 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 14

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

Question 15

The referral approach is most likely 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 16

CRM software can help salespeople plan better sales calls.

Question 17

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

Question 18

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

Question 19

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

Question 20

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 21

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 22

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 23

Which of the following is recommended when making a 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.

Question 24

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 25

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 26

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 27

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 28

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 29

A non-threatening 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 30

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 31

An approach that involves using the good will 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 32

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 33

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.

Question 34

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 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

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 37

"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 38

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 39

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 40

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 41

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

Question 42

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 43

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 44

Before the salesperson makes an approach,he or she needs to plan the:

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

Question 45

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

Question 46

Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect.
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 47

Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities.
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 48

Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities.
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 49

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 50

Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect.
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 51

Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect.
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 52

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 53

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 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

Question 54

Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities.
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 55

Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect.
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 56

Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect.
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 57

List and explain the steps in the Six-Step Presentation Plan.

Question 58

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

Question 59

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

Question 60

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

Question 61

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia.
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 email outlining the features of the textiles.
E) Research Suzanne's firm on the Internet to get basic information.

Question 62

Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities.
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 63

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia.
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 64

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia.
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 65

Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities.
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 66

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia.
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 67

Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia.
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