CH 5 Adaptive Selling for Relationship Building

Versatility

A characteristic associated with the social style matrix of people who increase the productivity of the social relationships by adjusting to the needs of the other party

When sales people respond to different sales situations by altering their sales behaviors, they practice

Adaptive selling

style flexing

Adjusting your behavior to mirror or match your customer's social style

They base their loyalty towards suppliers on personal relationships

Amiable's

They base their loyalty towards suppliers on their feeling that well reasoned decisions seldom need to be re-examined

Analytical's

adaptive selling

Approach to personal selling and which selling behaviors and approaches are altered during a sales interaction or across customer interactions, based on information about the nature of the selling situation

The degree to which people have opinions about issues and publicly make the positions clear to others known is

Assertiveness

standard memorized presentation (canned presentation)

Completely memorized sales talk

In the contacts of the categories as social styles, expresses prefer sales presentations that

Contain creative graphics and demonstrations of products

It can be expensive and needs highly skilled people to analyze a customers needs

Customize presentation

In the context of the types of sales presentations, a written and or oral presentation given by sales people based on a detailed analysis of the customers needs is known as a

Customized presentation

Amiables

Describe people who like cooperation and close relationships. They are low on assertiveness and high on responsiveness. They work with people to develop mutual respect. They make decisions slowly building a consensus. They avoid risks and reluctantly change opinions. To sell you must develop a personal relationship and give them guarantees about product performance.

Expressive

Describes people who are both competitive and approachable they are high on assertiveness and responsiveness. They view power and politics as important factors. Their relationships are primarily with supporters and followers recruited to assist them and shaving their goals. To sell sales people need to demonstrate how their products will help the customer achieve status and recognition. Product demonstrations and creative graphics are preferred. Testimonials are good

Analytical

Describes people who emphasize facts and logic. They are low on assertiveness and responsiveness. They like facts principles and logic and are suspicious of power and personal relationships. To sell you must use tangible evidence. They are also influenced by presentations recognizing technical expertise and long-term benefits.

Driver

Describes task oriented people who are high on assertiveness and low on responsiveness. Let's get it done now and get it done my way. Great desire to get a head and their companies and careers. To influence sales people need to use a direct, businesslike, organize presentation with quick action and follow up. Proposal should emphasize the effects of a purchase decision on profits.

Theresa sales manager asked the sales person "can we talk about why you weren't able to sell this product"

Diagnostic feedback

Assertiveness

Dimension of the social style matrix that assesses the degree to which people have opinions on issues and publicly make their positions clear to others

People who are high on assertiveness and low on responsiveness are known as

Drivers

Four categories of social styles in the matrix

Drivers, expresses, amiable's, analytical's

In the context of the types of sales presentations, a reason why an outline presentation given by sales people can be very constructive is that it is

Efficiently organized

Sampson should be more enthusiastic and involved in visual storytelling for these type of buyers

Emotional buyers

Annie is a person who has no concern for practical aspects and present situations. She basis for decisions on her personal opinions and others opinions. She acts rapidly and takes risks. She is impatient and changes her mind easily. In this scenario, according to the categories as social styles, Annie is likely to be categorized as a

Expressive

In order to identify a customer social style

Focus on the customers behavior and ignore how you feel about the behavior

In the context of adaptive selling skills, identify a true statement about the social style matrix

It is a training program that companies utilize to help sales people modify their communication styles

Susan find the customer is an analytical. In this scenario a characteristic of the customer is that he or she is

Low on assertiveness and low on responsiveness

In the context of the types of presentations used by sales people, a feature of the standard memorize presentation is that it

Make sure that a sales person provides complete, precise information about a company's products and policies

social style matrix

Method for classifying customers based on their preferred communication style. The two dimensions used to classify customers are assertiveness and responsiveness. Helps salespeople adapt their communication styles.

Mark a sales manager asked the sales person "did you sell this product to the target customer"

Performance feedback

Samantha, a sales person, tries to sell a product to Alex. When dealing with Alex, she finds that he is an amiable based on the categories of social styles. She should

Provide Alex with guarantees about the performance of the product

diagnostic feedback

Provides information about what the salesperson is doing right and wrong instead of just whether he or she made a sale

Sampson should emphasize The financial gains on purchasing a new vacuum cleaner for these type of buyers

Rational buyers

Which of the following persons is more responsive than others

Ray, who gestures regularly

Why should sales people know about their own products and their competitors products

Sales people are regularly required to compare their products with their competitors products

It can be economical and can be presented by unskilled sales people with little training

Standard memorized presentation

Ronald, a sales person, works for an electronics company. During the sales pitch, Ronald presents the selling points in the same order to our customers. In the context of the types of presentations used by sales people, identify the type of presentation used by Ronald.

Standard memorized presentation

In the context of the social style matrix, who below is considered more certain than the others

Stanley who is competitive and makes many statements

Responsiveness

The degree to which people react emotionally when they are in social situations. One of the two dimensions in the social style matrix

Performance Feedback

The process through which managers share performance appraisal information with subordinates, give subordinates an opportunity to reflect on their own performance, and develop, with subordinates, plans for the future.

In the contacts of the categories of social styles, what should sales people do when they deal with an analytical

They should make sales presentations that acknowledge the customers technical expertise

What should sales people do to influence a driver

They should utilize a direct, businesslike, organize presentation that has rapid action and follow up

True or false. The crucial factors in a successful selling by sales person or selecting the most suitable sales strategy for a sales instance and making adjustments while interacting with customers

True

In the context of the categories is social styles, a characteristic of amiable's is that they

Value close relationships and cooperation

Identify an instance where social computing tools in a firms Internet, such as in-house blogs, wiki's, and webpages, are significant for sales people to excel in genius management

When I sales person has to tack knowledge from experts within the sales person's firm

outlined presentation

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

Customized Presentation

written and/or oral presentation based on a detailed analysis of the customer's needs