Selling/Negotiation Exam 1 Review: Ch.5

According to the quadrants of the social style matrix, _____ is most likely a strength of driver salespeople. A. efficiency B. submissiveness C. enthusiasm D. creativity E. modesty

efficiency

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

Kimaya, who leans backward during a sales presentation

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

a standard memorized

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. standardized. B. fixed. C. outlined. D. adaptive. E. methodological.

adaptive

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. reactive B. fixed C. outlined D. adaptive E. methodological

adaptive

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. seeding. E. standardized sales strategies.

adaptive selling

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. versatile B. analytical C. amiable D. expressive E. driver

amiable

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. drivers. B. expressives. C. amiables. D. analyticals. E. gatekeepers.

amiables

"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. drivers B. expressives C. amiables D. analyticals E. avoiders

analyticals

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. Drivers B. Expressives C. Amiables D. Analyticals E. Gatekeepers

analyticals

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. analyticals. B. drivers. C. expressives. D. amiables. E. gatekeepers.

analyticals

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

are disciplined about time

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

are unpredictable

The degree to which people have opinions about issues and publicly make their positions clear to others is called _____. A. effectiveness B. responsiveness C. emotional labeling D. style flexing E. assertiveness

assertiveness

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.

assertiveness and responsiveness

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.

both tend to develop loyalty toward suppliers

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.

by developing categories of customer types or types of sales situations, salespeople free up their mental capacity to think more creatively

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. memorized B. outlined C. standardized D. canned E. customized

customized

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. canned C. customized D. outlined E. standardized

customized

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. canned B. outlined C. question-and-answer D. customized E. informal

customized

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. memorized B. outlined C. exacting D. canned E. customized

customized

"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. reciprocal B. diagnostic C. performance D. generalized E. damage control

diagnostic

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. reciprocal B. intrinsic C. performance D. evaluative E. diagnostic

diagnostic

_____ feedback provides information about what you are doing right and what you are doing wrong. A. Extrinsic B. Diagnostic C. Performance D. Intrinsic E. Fundamental

diagnostic

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

diagnostic; performance

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. Orderliness E. Thoroughness

enthusiasm and creativity

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. drivers B. expressives C. amiables D. analyticals E. radicals

expressives

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.

has a positive on being adaptive while selling

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.

he should inform Simone that the car will be launched at her showroom

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.

informal and natural

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.

it ensures that people will provide complete and accurate information about their firm's products and policies

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.

it lets the salesperson demonstrate empathy

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.

its effectiveness is limited because it offers no opportunity for the salesperson to tailor the presentation to the needs of a specific customer

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.

memorize the entire sales presentation and deliver it word for word

In the context of the social style matrix, the best social style for a salesperson is that of a(n): A. driver. B. amiable. C. analytical. D. expressive. E. none of these.

none of these

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.

not let her own feelings cloud her judgement about a prospect's behavior

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. customized B. outlined C. adaptive D. canned E. cause-and-effect

outlined

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

pictures of the prospect's family on the desk

_____ is a dimension of social style that is based on how emotional people tend to get in social situations. A. Assertiveness B. Attentiveness C. Receptiveness D. Awareness E. Responsiveness

responsiveness

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.

salespeople adjust their behavior to mirror or match that of their customers

The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions: assertiveness and responsiveness. A. affinity B. social style C. personality D. sales approach E. prospect reference

social style

_____ 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. Routing E. The outlined presentation

the customized presentation

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

the standard memorized presentation

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.

they are informal and casual in social 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.

they are low on assertiveness and low on responsiveness

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.

they are orderly, serious, and thorough

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.

they are particularly interested in receiving guarantees about a product's performance

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.

they are swift and efficient decision makers

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.

they can seem opinionated, undisciplined, and unstable

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.

they should demonstrate how their product will help the customers achieve personal status and recognition

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.

they should stress their product's benefits in terms of its effects on the satisfaction of employees

The effort people make to increase the productivity of a relationship by adjusting to the needs of the other party is known as: A. dependability. B. resilience. C. maneuverability. D. versatility. E. compatibility.

versatility