Looking for Quiz 5 :
Adaptive Selling for Relationship Building
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Would a person with an amiable social style be better at selling than a person with a driver or an expressive style? Why?
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Amiables and drivers are the two social styles of the sales person based on which they perform their sales activities. When different individuals with these two social styles perform businesses, their results are different.
When both social styles are compared, the individuals with social style amiable can perform better. This is because the drivers are simply task oriented and they just perform their duties well. But the sales person with the amiable social style takes things in a better way and establishes the sales relationship in a friendly and respectful way.
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Your boss tells you about one of your buyers, Julie: "Just talk about Julie's children. If you do, she'll like you and buy anything. Even more than she needs because she hates to say no to someone she likes!" What will you do in that situation?
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An effective sales person always identifies the ways through which one can increase buyers trust and commitment , which brings higher sales performance. They adapt to the needs and reacts differently in every sales situation.
In the given case, the manager specifies that the customer cannot say no to a person whom she likes. Using this attitude of the customer for selling products is ethical. Such that the sales person is providing correct and exact information about the product, without any manipulations in it. It must be in a good faith to acknowledge the nature of the customer rather than to take advantage of.
Thus, knowing and adapting to the nature of customers is a key part of adaptive selling, without any intention to deceive or personal motive.
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Some people object to the social style matrix training system because they don't want to "act". Is that a valid objection? What would you say to them?
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Social style matrix stands for the popular training system that is used by the companies in making the salespeople to adapt to their effective communication styles.
It is said that some people object to the training system that makes use of social style matrix stating that they do not want to act. This objection could not be stated as valid because this matrix allows the people to explore their hidden and untapped communication style that is most effective in making the others to get influenced and convinced.
As this training using social style matrix helps people to interact with each other and recognize and adjust while having better relationships with them, how it could be seen as acting or faking in front of others. This training helps an individual to give his best self to the customers in making the sale to take place effectively and with much optimism in it. This way it could be concluded that the kind of objection people raise related to the use of social style matrix stating that they do not want to act is not at all valid.
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I'm in a buyer role at a Fortune 100 firm. Let me tell you a true story that happened to me last month. I was in my doorway about to leave my office to meet with a vice president. I had ended a meeting in my office about three minutes early to give myself the time to get up the three flights of stairs to her (the VP's) office in time.
A salesperson whom I had never met before stopped me in my doorway, and I explained that I was on my way to an important meeting. The salesperson said he understood but proceeded to take my hand and shake it and introduce himself. He continued to say that he was asked to meet with me by a coworker to introduce his services. I continued to explain that I needed to go to my meeting, but I would take his card and call him later.
He would not clear the doorway and continued to explain his services, which was "only going to take a minute." I explained that I really didn't have a minute and that I would call him later. He continued to explain his services after I said I didn't have the time. I interrupted him and explained that he needed to allow me to leave my office. His disregard for my time and his desire "to only take a minute of my time" resulted in my standing there longer than I needed to and my being two minutes late for my meeting.
Based on the limited amount of information provided, what would you guess is the social style of the buyer? How about the social style of the seller? Explain your reasoning.
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A salesperson stated, "I just can't stand to deal with buyers who shout at me and tell me in no uncertain terms what they hate about me or my product." Based on this limited amount of information, what social style would you guess the salesperson to be? What would be your response to this salesperson?
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Some salespeople, far from using the benefits of technology, are still writing call notes on the back of envelopes. What would be your response to a salesperson who says, "I don't need a bunch of fancy technology. My system of taking hand notes works just fine for me"?
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You have a buyer who is a real jerk. She is in constant battles with all the salespeople who call on her, as well as with her own staff. Her business is important to you, and you don?t want to lose it because you love the commissions on the sales you make. How should you adapt to her social style?
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Market research by a company specializing in designing and installing swimming pools identified two types of hotels. Type I is concerned only about the ambiance of the pool area since most guests just sit by the pool while they socialize. Type II is concerned about providing a good fitness option for its guests. How would you adapt the selling of your pools to each type?
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What social styles would you assign to the following people?
a. David Letterman.
b. Your favorite instructor last term.
c. The person who sits next to you in this class.
d. Katy Perry.
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A salesperson made the following comment: "I hate it when my sales manager makes calls with me. I do so much better when I'm by myself. After the call, she is always telling me what I did wrong." Based on what you learned in this chapter on knowledge systems, what would be your response to this salesperson?
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Suppose that during a sales call, a customer says, "I don't think I Pads are going to continue to be a best-selling item in the future!" How should you respond if this customer is a driver? An analytical?
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I'm in a buyer role at a Fortune 100 firm. Let me tell you a true story that happened to me last month. I was in my doorway about to leave my office to meet with a vice president. I had ended a meeting in my office about three minutes early to give myself the time to get up the three flights of stairs to her (the VP's) office in time.
A salesperson whom I had never met before stopped me in my doorway, and I explained that I was on my way to an important meeting. The salesperson said he understood but proceeded to take my hand and shake it and introduce himself. He continued to say that he was asked to meet with me by a coworker to introduce his services. I continued to explain that I needed to go to my meeting, but I would take his card and call him later.
He would not clear the doorway and continued to explain his services, which was "only going to take a minute." I explained that I really didn't have a minute and that I would call him later. He continued to explain his services after I said I didn't have the time. I interrupted him and explained that he needed to allow me to leave my office. His disregard for my time and his desire "to only take a minute of my time" resulted in my standing there longer than I needed to and my being two minutes late for my meeting.
Make a list of five "rules" you could set for yourself as a salesperson to avoid making a buyer like this angry at you.
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I sell orthopedic products, like hip and knee replacements, for Smith Nephew. One aspect of my selling job requires me to service what I sell, and in the case of replacement joints, that means going into the operating room with the surgeon and taking on the role of a technical expert when it comes to the capabilities, function, and surgical technique used with my company's hardware.
This scenario occurred during a total hip replacement on an 80-year-old woman. The doctor involved was a new customer, so I had brought in a wide variety of options (i.e., hip replacement systems) for him to use, as I wasn't very familiar with his preferences and I wanted to be prepared for anything.
The case was going smoothly until the surgeon was deciding which component to use in the femur. There are two different types when it comes to the method of fixation of the new joint: cemented stems and press-fit stems. The stem is inserted into the intermedullary, or IM, canal, and if it is a round stem, it is secured to the bone using bone cement. If it is a press-fit stem, it is squared off, and you are essentially sticking a square peg into a round hole. The press-fit stem is pounded in such a manner that the four corners dig into the surrounding bone, and that provides fixation. It also leaves some open gaps in the IM canal.
The doctor decided to use a press-fit stem but decided that the bone quality wasn't what he wanted, and he didn't feel like it was secure. He told me he wanted to cement the press-fit stem in place. I knew that this was not typically done, and my training told me that it shouldn't be done in order to avoid having bone cement leak down into the IM canal, which could potentially cause a number of problems down the road. At the same time, if it was done very carefully, it could work without any issues.
If you were the sales rep in this situation, what would you do?
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The salesperson in "Building Partnerships 5.1" changes her presentation depending on the customer. If you were a salesperson for ADP like her, how would you know what a specific situation called for?
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I sell orthopedic products, like hip and knee replacements, for Smith Nephew. One aspect of my selling job requires me to service what I sell, and in the case of replacement joints, that means going into the operating room with the surgeon and taking on the role of a technical expert when it comes to the capabilities, function, and surgical technique used with my company's hardware.
This scenario occurred during a total hip replacement on an 80-year-old woman. The doctor involved was a new customer, so I had brought in a wide variety of options (i.e., hip replacement systems) for him to use, as I wasn't very familiar with his preferences and I wanted to be prepared for anything.
The case was going smoothly until the surgeon was deciding which component to use in the femur. There are two different types when it comes to the method of fixation of the new joint: cemented stems and press-fit stems. The stem is inserted into the intermedullary, or IM, canal, and if it is a round stem, it is secured to the bone using bone cement. If it is a press-fit stem, it is squared off, and you are essentially sticking a square peg into a round hole. The press-fit stem is pounded in such a manner that the four corners dig into the surrounding bone, and that provides fixation. It also leaves some open gaps in the IM canal.
The doctor decided to use a press-fit stem but decided that the bone quality wasn't what he wanted, and he didn't feel like it was secure. He told me he wanted to cement the press-fit stem in place. I knew that this was not typically done, and my training told me that it shouldn't be done in order to avoid having bone cement leak down into the IM canal, which could potentially cause a number of problems down the road. At the same time, if it was done very carefully, it could work without any issues.
How would you discuss the situation with the doctor?
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