Jack has been selling cars for a car dealership for many years. A long-time customer named
Omar walks into the dealership. Jack is surprised to see Omar, despite his being a loyal cus-
tomer, since his most recent purchase occurred under two years ago. After the two talk for a
while, Omar explains that he does not really need a new car, but he recently got a nice pro-
motion at work and is thinking about upgrading. Although he is happy with his SUV, he
wishes he had a car that gets better gas mileage. Jack explains that the dealership offers sev-
eral cars that get better mileage than the SUV. He asks a variety of questions to gain a good
understanding of Omar's exact needs. Having come to know Omar over the years, Jack un-
derstands Omar's social style well. He explains to Omar the pros and cons of various car
models, delineates the facts, and clearly describes how the different options will serve him.
At the end, Jack sugg - ANSWER Interest
What is Jack demonstrating when he explains the gas mileage of various models?
Customer loyalty
Ethical behavior
Psychological reciprocity
Business intelligence (BI) - ANSWER Ethical behavior
Which type of selling is Jack engaged in at this moment?
Transactional selling
Relationship selling
Adaptive selling
Team selling - ANSWER Adaptive selling
What is Omar's dominant social style?
Expressive
Amiable
1
,Analytical
Driver - ANSWER Analytical
What should Jack do to help Omar understand why a particular car is the best option?
Explain the customer lifetime value (CLV)
Provide account management support
Conduct consultative selling
Explain the value proposition - ANSWER Explain the value proposition
A publisher is developing a brand new biology textbook, and the sales team has begun to
sell it. William, a salesperson who has worked for the publisher for nearly two decades, uses
a CRM to look up his list of contacts. He calls Maya, a professor at a local community college.
Every semester, she makes decisions on textbooks and looks at various options. She is the
only person at the school who has adopted books from William and the publisher in the
past. She and he start the call with a friendly chat and then begin discussing the details of
the new book. He answers all of her questions. At the end of the call, she agrees to use the
book. At this point, she will instruct her students to purchase it.
Which type of salesperson is William?
Technical
Trade
Prospector
Missionary - ANSWER Missionary
Which type of account is the community college where Maya works?
Pareto
Passive
Inactive
Active - ANSWER Passive
What has William used to maintain a good relationship with this account?
2
, TOFU
Pareto principle
Distribution channel
KAM - ANSWER KAM- Key Account Management
Which step in the sales process occurred when William called Maya and began a friendly
chat?
Prospecting
Presenting
Approaching
Following up - ANSWER Approaching
Which soft and hard skills does William use while on this phone call?
Analytical decision-making and proposals and contracts
Conflict resolution and technology proficiency
Verbal communication and product knowledge
Empathy and software skills - ANSWER Verbal communication and product knowledge
Mei Nora is the chief operating officer of a 10-person startup content marketing company
called Sparkit. As the company has grown and produced more material, Mei Nora has no-
ticed that the content creation process has become increasingly disorganized. She suggests
to her colleagues that Sparkit purchase a content management system (CMS) to help with
workflow. Li and Jack, who are most involved with managing the flow of content, are con-
sulted, agree a CMS should be purchased, and offer input on what features it should have.
Mei Nora reaches out to a software company that specializes in CMS solutions, explains the
situation, and sends a request for proposal (RFP).
Which type of organizational buyer is Mei Nora?
User
Initiator
Influencer
3
Omar walks into the dealership. Jack is surprised to see Omar, despite his being a loyal cus-
tomer, since his most recent purchase occurred under two years ago. After the two talk for a
while, Omar explains that he does not really need a new car, but he recently got a nice pro-
motion at work and is thinking about upgrading. Although he is happy with his SUV, he
wishes he had a car that gets better gas mileage. Jack explains that the dealership offers sev-
eral cars that get better mileage than the SUV. He asks a variety of questions to gain a good
understanding of Omar's exact needs. Having come to know Omar over the years, Jack un-
derstands Omar's social style well. He explains to Omar the pros and cons of various car
models, delineates the facts, and clearly describes how the different options will serve him.
At the end, Jack sugg - ANSWER Interest
What is Jack demonstrating when he explains the gas mileage of various models?
Customer loyalty
Ethical behavior
Psychological reciprocity
Business intelligence (BI) - ANSWER Ethical behavior
Which type of selling is Jack engaged in at this moment?
Transactional selling
Relationship selling
Adaptive selling
Team selling - ANSWER Adaptive selling
What is Omar's dominant social style?
Expressive
Amiable
1
,Analytical
Driver - ANSWER Analytical
What should Jack do to help Omar understand why a particular car is the best option?
Explain the customer lifetime value (CLV)
Provide account management support
Conduct consultative selling
Explain the value proposition - ANSWER Explain the value proposition
A publisher is developing a brand new biology textbook, and the sales team has begun to
sell it. William, a salesperson who has worked for the publisher for nearly two decades, uses
a CRM to look up his list of contacts. He calls Maya, a professor at a local community college.
Every semester, she makes decisions on textbooks and looks at various options. She is the
only person at the school who has adopted books from William and the publisher in the
past. She and he start the call with a friendly chat and then begin discussing the details of
the new book. He answers all of her questions. At the end of the call, she agrees to use the
book. At this point, she will instruct her students to purchase it.
Which type of salesperson is William?
Technical
Trade
Prospector
Missionary - ANSWER Missionary
Which type of account is the community college where Maya works?
Pareto
Passive
Inactive
Active - ANSWER Passive
What has William used to maintain a good relationship with this account?
2
, TOFU
Pareto principle
Distribution channel
KAM - ANSWER KAM- Key Account Management
Which step in the sales process occurred when William called Maya and began a friendly
chat?
Prospecting
Presenting
Approaching
Following up - ANSWER Approaching
Which soft and hard skills does William use while on this phone call?
Analytical decision-making and proposals and contracts
Conflict resolution and technology proficiency
Verbal communication and product knowledge
Empathy and software skills - ANSWER Verbal communication and product knowledge
Mei Nora is the chief operating officer of a 10-person startup content marketing company
called Sparkit. As the company has grown and produced more material, Mei Nora has no-
ticed that the content creation process has become increasingly disorganized. She suggests
to her colleagues that Sparkit purchase a content management system (CMS) to help with
workflow. Li and Jack, who are most involved with managing the flow of content, are con-
sulted, agree a CMS should be purchased, and offer input on what features it should have.
Mei Nora reaches out to a software company that specializes in CMS solutions, explains the
situation, and sends a request for proposal (RFP).
Which type of organizational buyer is Mei Nora?
User
Initiator
Influencer
3
