Q&A Hero

Q: ________ refers to the distinct norms, beliefs, behaviors, and work patterns of a company.

Q: The customer who asks, "How many miles per gallon does the Honda CRV get?" is requesting a type of product knowledge known as ________.

Q: The product selection process is often referred to as ________.

Q: Salespeople who love their products, and possess vast product knowledge, sometimes overload their customers with product data that is neither wanted nor needed. Which term best describes this practice? A) product integration B) win-win selling C) customer overload D) feature dumping E) solution selling

Q: When developing a product strategy, the salesperson must: A) review information on consumer motivation B) adopt the marketing concept C) adopt the sure-win philosophy D) consider price above other aspects of the product E) use feature-benefit analysis

Q: A problem a salesperson could run into with regard to knowing the product extensively is: A) relying on written proposals B) conducting a thorough presentation C) knowing more than the other salespeople D) exhibiting a bad attitude at sales meetings E) misjudging the customer's product knowledge

Q: The primary benefit of providing online product information to salespeople is that the information: A) allows software integration B) builds customer relationships C) highlights product benefits D) can be accessed at any time E) can be redesigned easily

Q: Which of the following statements about the sources of product knowledge is most likely true? A) Company product literature is of less value to salespeople than it is to customers. B) The best source of information on the product is the director of sales. C) Plant tours would be of little value to people in retail and service selling. D) A salesperson cannot really understand the product until spending time on the manufacturing line producing it. E) Examining and using the product can give a salesperson in-depth knowledge of its features.

Q: Quantifying the solution can be performed with a cost-benefit analysis or with a(n): A) frequency analysis B) regression analysis C) feature-benefit presentation D) pricing model E) ROI calculation

Q: Customized service agreements add value to a sale by: A) allowing salespeople to charge more money for features that are usually free B) requiring salespeople to spend more time with customers C) convincing customers to spend more money on longer terms D) incorporating the customer's special priorities, feelings, and needs E) requiring that customers trust salespeople to keep their verbal promises

Q: The Whirlpool company most likely created a house filled with company products so that salespeople could: A) conduct tests with competing products B) see the full life cycle of the appliances C) become familiar with the products D) bring customers to see the products in use E) explore price configuration options

Q: Which term refers to measuring products and services against established standards? A) data mining B) quality control C) solution selling D) feature dumping E) product configuration

Q: Which term refers to the process by which a salesperson uncovers and clarifies a customer's problem, works with the customer to create a vision of how things could be better, and then develops a plan for implementing the vision? A) product development B) quality control C) field testing D) solution selling E) product configuration

Q: The "invisible" customer who receives a salesperson's written proposal should most likely be considered a(n): A) ideal customer B) current customer C) neutral party D) competing salesperson E) decision maker

Q: A manufacturer tests, modifies, and retests an original idea several times before offering it to the consumer. This process is called: A) data mining B) product development C) product application D) manufacturing analysis E) product configuration

Q: The written proposal is best described as a(n): A) government formality that customers do not read B) standardized document that highlights pricing C) opportunity to demonstrate writing skills D) plan of action based on facts and assumptions E) analysis of competing products and services

Q: Using the pronouns "you" and "your" in a sales letter: A) assumes the customer will definitely buy B) conveys an informal tone C) keeps the focus on the customer D) should be avoided if possible E) follows standard business letter format

Q: Which of the following is most likely true of sales letters? A) Sales letters should use the same format as an email. B) Sales letters should minimize the use of white space. C) Most sales letters include not more than two paragraphs. D) Because a sales letter is an introduction, formal language is unnecessary. E) The use of the personal pronoun "I" should be minimized as much as possible.

Q: Ray Fernndez is a sales representative employed by Computer Resources, a computer supplier that develops customer solutions that combine computer hardware, software, installation, and training. When Ray brings together many parts of the company's product mix in order to develop a customized customer solution, this is referred to as: A) developing a product configuration B) establishing a strategic priority C) qualifying product benefits D) quantifying product features E) creating a value statement

Q: In terms of product knowledge, salespeople: A) can know too much about the products they sell B) are often better off appearing to be "in the dark" at times C) should provide prospects with limited product information D) cannot, generally, know too much about the products they sell E) should assume the stance of novice users to develop customer empathy

Q: Which of the following statements regarding general and specific benefits is most likely true? A) Benefit statements linked to explicit needs are not especially effective for complex sales. B) A feature statement is general, but any benefit is specific when presented as an advantage. C) A general benefit is a product feature for which the buyer has not expressed a need. D) Experienced salespeople focus on bringing attention to a product's general benefits. E) Highlighting as many general benefits as possible during a presentation tends to lead to a sale.

Q: Which of the following statements regarding product benefits is most likely true? A) People do not buy benefits, they buy features. B) A benefit provides the customer with a personal advantage. C) Prospects usually display equal interest in features and benefits. D) Product features and benefits are the same but presented differently to consumers. E) Salespeople should avoid describing features and focus exclusively on product benefits.

Q: Which of the following is NOT an example of performance data? A) a list of product service centers available to customers B) the AHAM certification seal C) a label on a storm window that indicates the product's "R" value D) a window sticker on an automobile that lists the EPA gas mileage figures E) research sheets on server downtime and data transfer rates

Q: Which of the following is a buyer benefit that could be used by a person selling automobile tires? A) steel belted B) service in all fifty states C) 30,000-mile rating D) manufactured in the U.S.A. E) greater driving safety

Q: Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge. The empty toner cartridge can be replaced quickly, without any mess, in a matter of seconds. Which of the following statements represents the most effective presentation of this feature? A) "We have recently developed the only office copy machine that features a quick change toner cartridge." B) "After years of research and development, our engineers have developed a quick change toner cartridge." C) "If you purchase one of our copy machines, you will enjoy the benefits of a quick change toner cartridge." D) "All of our copy machines are equipped with a quick change toner cartridge, which means you no longer waste time replacing an empty toner cartridge." E) "We have set a new industry standard with the quick change toner cartridge."

Q: The speed rating assigned to a motorcycle tire is an example of product: A) qualities B) applications C) features D) benefits E) design

Q: Successful sales presentations convert product features into: A) closed sales B) buyer benefits C) product applications D) selling appeals E) research statistics

Q: When customers ask, "What is the anticipated rate of return on this mutual fund?" they are requesting product information from the category of: A) performance data B) product design C) manufacturing process D) product application E) quality improvement

Q: Which of the following is an example of a bridge statement? A) "You will get good gas mileage when you buy this car." B) "These are the finest fund-raising donuts you can buy." C) "This hotel has 24-hour room service and free parking." D) "Buy one, get one at half price." E) "We have trained technicians, so you will experience less downtime."

Q: Which of the following statements is most likely true about products and product knowledge? A) Knowledge of a company's history is essential to selling that company's product. B) Product knowledge is not as important as selling technique for a professional salesperson. C) Knowledge of one's product or service is not important in all areas of professional selling. D) The extensive variety of available products in the market complicates the buying process. E) Salespeople who learn and impart too much product knowledge hinder the buying process.

Q: Throughout the sales presentation, it is usually best to: A) describe the weakness of competing products frequently B) discuss competing products even if you are unfamiliar with them C) avoid shifting attention away from your product to competing products D) refuse to answer any questions about competing products E) be proactive about discussing competing products

Q: A collection of beliefs, behaviors and work patterns held in common by people employed by a specific firm is a(n): A) organizational value B) organizational culture C) mission statement D) strategic philosophy E) corporate vision

Q: Most written proposals include all of the following components EXCEPT a(n): A) overview B) schedule C) objective D) hypothesis E) rationale

Q: One of the best ways to present benefits is to use a bridge statement.

Q: A benefit is whatever provides the customer with personal advantage or gain.

Q: A general benefit shows how a feature can be helpful to a buyer, but it does not relate to a specific need expressed by the buyer.

Q: In the field of personal selling, customers represent an important source of product information.

Q: Plant tours do not represent a good source of product information.

Q: One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.

Q: Decision-making authority in the area of pricing gives the salesperson more responsibility but less power because firms profit from all sales.

Q: Prospects are likely to use past performance of a company to evaluate the quality of the current product offering.

Q: Salespeople who can develop a sales proposal that contains specific information about the return on investment are more likely to get a favorable response from key decision makers.

Q: Quotation management software enables firms to prepare written proposals that comply with federal RFP guidelines.

Q: Before teaming up with another company, the strategic alliance buyer should learn about the firm the salesperson represents.

Q: The product selection process is often referred to as "product configuration."

Q: With fewer products being introduced in the marketplace today, it is easier for customers to decide what to buy and who to buy it from.

Q: A solution is a mutually shared answer to a recognized customer problem.

Q: A product strategy involves becoming a product expert and configuring value-added solutions.

Q: For a salesperson, why is style flexing more important in consultative sales than in transactional sales? A) In consultative sales the buyer needs to be able to believe the claims of the salesperson about the product. In transactional sales, the buyer knows the claims about the product are likely to be exaggerated or untrue as a matter of course. B) In consultative sales, sales managers are more likely to be assessing the salesperson's rapport with each customer, so proving that the salesperson is making the customer feel comfortable is key to receiving a good performance review. In transactional sales, performance reviews are based solely on hitting sales quotas. C) In consultative sales, salespeople often have to service the customer once the sale is complete, acting as account managers as well as salespeople, which means flexing styles according to the roles they play. In transactional sales, there is often no follow-up to the sale. D) In consultative sales, the salesperson and customer are building a relationship with each other toward the correct purchase, so they must feel comfortable with and trust each other. In transactional sales, a long-term relationship is not important. E) In consultative sales the customer expects to be catered to, so salespeople must use the customer's preferred communication style, or else the customer will switch to another service provider. In transactional sales, the customer often has no say over the terms of the sales interaction.

Q: Which of the following is another benefit to a salesperson of learning to style flex, aside from putting the customer at ease? A) Style flexing improves a salesperson's acting skills, which helps the salesperson to persuade reluctant buyers to place orders. B) Paying attention to the customer's communication style helps the salesperson better understand the customer's product or service needs. C) Additional time spent with a customer helps the salesperson to create a positive relationship that will likely result in closing the sale. D) Customers are more likely to purchase from salespeople who seem successful, so it is important for salespeople to make sure that their own personal styles are current. E) Style flexing allows a salesperson to divide customers into four groups, write one script for each, and standardize sales calls.

Q: Gavin's position at Pharma-Tech involves purchasing complex manufacturing components, making decisions based on technical data, and creating detailed, scientific reports. Tanya, the sales representative assigned to work with Gavin, has experienced difficulties in the past when attempting to communicate with Gavin, who is precise, aloof, serious, and disciplined. Which of the following would most likely help Tanya build a relationship with Gavin? A) Tanya should use both verbal and nonverbal communication styles to keep Gavin engaged in the sales presentation. B) Tanya should express great enthusiasm for the products she sells and ask Gavin many questions to draw him into the presentation. C) Tanya should give a quick-paced presentation and attempt to close the sale quickly to prevent wasting too much of Gavin's time. D) Tanya should take time to learn about Gavin's personal and work life before giving a brief overview of the product she is selling. E) Tanya should give a well-organized presentation with extensive documentation and avoid pressuring Gavin to make a quick decision.

Q: On the communication style grid, the two communication styles with low dominance are reflective and supportive. Salespeople with these two communication styles would be best suited for sales situations in which: A) the product is simple to understand so the salespeople don't have to spend much time with potential clients B) the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client C) the customers understand the low dominance of the salespeople and are willing to work with them despite their communication differences D) the customers are all reflective or supportive communication styles E) the salespeople are not required to have direct contact with potential clients

Q: A salesperson who is having trouble determining his own communication style most likely falls into: A) the Excess Zone B) Zone One C) Zone Two D) the Flex Zone E) the Bias Zone

Q: Eli's position at Global-Mach involves purchasing complex manufacturing components, making decisions based on technical data, and creating detailed, scientific reports. Although Eli is very effective at his job, he experiences significant difficulty when engaging in communication with the highly sociable salesperson who services the account. When the salesperson wants to discuss personal matters, Eli appears aloof, reserved, and preoccupied. Eli most likely has a(n) ________ communication style. A) emotive B) directive C) reflective D) passive E) supportive

Q: A customer is rude to the salesperson during sales calls, requests additional research and market data, and refuses to accept courtesy calls from the salesperson. However, the customer places several large orders for the product from the salesperson. Which statement best explains the customer's discordant behavior? A) The salesperson represents an inferior product that the customer does not need. B) The salesperson has used the wrong approach by not establishing rapport with the customer. C) The customer is not the ultimate decision maker for the account but would like to be. D) The customer is a directive who dislikes extraneous contact with the salesperson but makes decisions rapidly based on data. E) The customer is a reflective who cannot concentrate when the salesperson engages in frequent interruptions.

Q: The quadrant model of communication styles assumes that most people: A) understand the quadrant model well enough to choose their point on the quadrant B) fit into four discrete, unchanging categories and can be easily assessed in that category by others C) change from quadrant to quadrant somewhat regularly D) are aware of their communication style and can alter it depending on the situation E) have a relatively consistent point on both the dominance and sociability continuums

Q: The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling. It would most likely be harmful to the sales process to have an emotive sales representative if the: A) customer is low on the sociability continuum B) customer is high on the sociability continuum C) product being sold is viewed as costly by the customer D) product being sold is in the mature stage of the product life cycle E) salesperson engages in style flexing to accommodate the customer's needs

Q: Which combination of communication styles between salesperson and customer will likely result in a good relationship, but will LEAST likely lead to a firm sale? A) directive salesperson with directive customer B) directive salesperson with supportive customer C) supportive salesperson with supportive customer D) supportive salesperson with reflective customer E) reflective salesperson with emotive customer

Q: A sales manager is writing the script for his salespeople to follow when approaching new potential clients. What part of the process is most important for the manager to leave open for sales reps to flex according to the communications style of the prospective client? A) asking for the close B) presenting the benefits of the services C) developing rapport with the prospective client D) presenting the pricing structure E) discovering the prospective client's needs

Q: Craig is a classic emotive salesperson-friendly, interested in people, excited about the product he sells, and ready to sell to anyone who wants to buy. His sales manager cautions him to consider how he will approach the buyer for a major client, who is known to be blunt, humorless, and focused only on quality assurance reports and pricing. What aspect of Craig's normal approach should he consider altering the most? A) Craig should consider lowering the prices he offers to this buyer from the beginning in order to make the sale. B) Craig should consider presenting features instead of benefits, since the buyer will not respond to anything emotional. C) Craig should consider advanced information-gathering to discover what the buyer's hobbies and interests are to be able to discuss them at the first sales call. D) Craig should consider pulling back on the relationship-building moves, since the buyer is not interested in personal rapport. E) Craig should consider waiting longer to ask for the close than he usually does to give the buyer adequate time to think thoroughly through the decision.

Q: A newly-hired salesperson, Jun-Hee Kim, is taking over the sales territory of Arvin Vasquez, a salesperson for her company who is moving out of the area. Arvin left detailed notes on the clients he'd made contact within the CRM system, so Jun-Hee is reviewing these notes. Jun-Hee reads the following about Bob Costello: "Bob is super-friendly and outgoing. He loves to deep-sea fish and goes on three trips a year to fish in the Caribbean. His wife is Carol and his kids are Taylor (4th grade) and Jordan (6th grade) (both girls). Bob's buying focus is durability and price, and he expects a relationship with a trustworthy sales rep. Bob can be impatient and doesn't like to waste time during meetings. He tends to maintain control and set the agenda." Based on this summary, what communications style does Bob Costello most likely have? A) sociable B) directive C) emotive D) supportive E) reflective

Q: A salesperson is required by his employer to use a script when making a sales presentation. The script includes standard jokes and repeated attempts at relationship-building, plus a rapid close to the sale. The salesperson recognizes that a potential client has a reflective communication style and may be offended by some of the elements in the script. What should the salesperson do? A) The salesperson should omit the jokes and downplay the relationship-building attempts, while drawing out the close to give the potential client longer to decide. B) The salesperson should abandon the script without telling her manager and be blunt and direct with the potential client. C) The salesperson should double up on the research and facts she presents during the presentation to appeal to the potential client's deliberate side. D) The salesperson should ask her sales manager to come with her to the first sales call so that the potential client knows the company is serious about winning the client's business. E) The salesperson should stick with the script and timing as written, as it's been tested by her manager and has a high rate of success.

Q: Jared James is a top salesperson at a leading manufacturer of agricultural machinery parts. He is a classic directive: decisive, fact-oriented, direct, and focused on closing the deal. He understands the importance of style flexing, however, as not all buyers respond to the directive style. Jared has been thinking about how to approach a new client, Alex Doyle, who is a buyer for a huge combine manufacturer. Alex has a supportive style. What adjustments should Jared make in his usual mode of communicating? A) Jared should focus more on benefits and less on facts in his sales presentation to Alex. B) Jared should make an effort to develop rapport with Alex and plan for several conversations before he attempts to close the sale. C) Jared should take Alex out for dinner at a high-profile restaurant so they can develop a personal relationship before he begins to talk about the product. D) Jared should be sure he has the facts to back up any claims he makes to Alex, and consider sending Alex the research and quality-control reports before their first meeting so Alex can examine the documentation. E) Jared should hang back to let Alex guide the conversation during sales calls so that Alex doesn't feel overwhelmed by Jared's blunt presentation style.

Q: Describe the difference between lower dominance and higher dominance.

Q: The theory of behavioral- or communication-style bias is based on a number of underlying principles. List the principles.

Q: ________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.

Q: The words "reserved," "warm," and "compliant" describe the ________ style.

Q: The ________ communication style combines high sociability and high dominance.

Q: ________ can be defined as the tendency to control or prevail over others.

Q: Changing sales behaviors in order to improve communication with the customer is known as ________.

Q: Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer? A) Cite research and statistics. B) Avoid an open display of enthusiasm. C) Avoid wasting time on rapport-building. D) Take a slow, business-like, and formal approach. E) Provide support for the customer's opinions and ideas.

Q: Relative to Americans, Canadians are more likely to be: A) passive and stiff B) happy and casual C) sociable and casual D) educated and informal E) bilingual and formal

Q: When a reflective salesperson moves into the excess zone, he or she is apt to: A) express highly emotional opinions B) become extremely competitive C) agree with everyone D) avoid making decisions E) make rash decisions

Q: When we move into the excess zone, which of the following usually happens? A) Stress levels decrease. B) Style flexing decreases. C) Style flexing increases. D) Speech becomes more cautious. E) Speech becomes erratic and slurred.

Q: Zone one, zone two, and the excess zone are used to describe which dimension of our communication styles? A) maturity B) intensity C) predictability D) flexibility E) adaptability

Q: People who display their emotions with less intensity are said to be in: A) zone one B) zone two C) zone three D) zone four E) the excess zone

Q: CRM software can most likely help a salesperson to do all of the following EXCEPT: A) remember the names of the customer's family members B) develop a partnering relationship with the customer C) track which products a customer prefers to purchase D) shift the customer from a reflective to emotive style E) adapt to the customer's communication style

Q: The idea that the characteristics that make others respect you can also make others frustrated with you is called the ________ paradox. A) sociability B) dominance C) strength-weakness D) flexing E) communication-bias

Q: The immature characteristics of each style can most likely: A) never be altered because of heredity B) overcome communication-bias issues C) enhance overall sales performance D) change with time and effort E) lead to increased sociability

Q: Which term refers to the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process? A) rigidity B) sensitivity C) maturity D) believability E) versatility