CSI Module 3 G&W

Question 1 of 34

The Key Decision-Maker

Is mostly concerned about price
Is loyal to the current supplier
Is mostly concerned about value
Is typically a technical expert on your product
All of the above

Question 2 of 34

A brand

Is the embodiment of a company and the positive impact it has on the market
Can be shaped by sales people, service technicians, or anyone that interacts with the customer
May take several years to build
Can be destroyed very quickly
All of the above

Question 3 of 34

The decision-making process . . .

Can be pushed down to a lower level once the buyer-seller relationship is established
Is pushed down to a lower level when the value of the product is not clear
Is typically made by the key decision-maker, particularly when the impact of the product is significant
Is postponed when value is questionable or uncertain
All of the above

Question 4 of 34

Influencers

Can be a single individual or possibly, many individuals
May be an operational, technical, or managerial expert or resource
Can be inside or outside the customer organization
May research possible solutions for the decision-maker and make recommendations
All of the above

Question 5 of 34

Influencers

May have their own agenda that is inconsistent with that of the Key Decision-Maker
May have goals and objectives that are inconsistent with other Influencers
May pretend to be the Key Decision-Maker in order to isolate the salesperson from the corner office
Typically, though not necessarily, understand the issues important to the entire organization
All of the above

Question 6 of 34

CAPS is an acronym to help you remember

How to ask questions
Personality Profiles
How to close
Value propositions
None of the above

Question 7 of 34

Gatekeepers

Screen salespeople for the Key Decision-Maker
Are frequently the assistant to the Key Decision-Maker
Should be treated with courtesy and respect
Can frequently be an asset to your sales effort
All of the above

Question 8 of 34

Cautious customers are

Eager to make changes
Eager to please the boss
Eager to please salespeople
Egotistical
Concerned about status

Question 9 of 34

CAPS stands for

Cautious, Active, Power, Service
Cautious, Achiever, Power, Social
Critical, Ask, Permission, Service
Cautious, Achiever, Power, Sinister

Question 10 of 34

Cautious customers are most likely

To be the president of a company
To be a senior manager of a company
To be a salesperson within a company
To be a buyer within a company
None of the above

Question 11 of 34

Which of the following is something a Cautious customer would say?

"We are not interested."
"Before we get together, how much is this going to cost?"
"If we decide to do this, we are going to need a lot more detail."
"I'll check with the boss and get back with you."
All of the above

Question 12 of 34

Achievers are frequently

Key Decision-Makers
Risk-takers
Entrepreneurs
Senior Executives
All of the above

Question 13 of 34

Which of the following is something that a Social customer would say?

"Come on in anytime."
"Don't do that again!"
"How do you measure issues like safety for other customers?"
"We are not interested."
All of the above

Question 14 of 34

Which of the following is something a Power player would say?

"Hey! Get to the point!
"This decision is totally up to me."
"I need your answer by today or you can forget it!"
"Your product is a piece of crap!"
All of the above

Question 15 of 34

Which of the following is most likely something an Achiever would say?

"Hey! Let's go out for a bite to eat!"
"Get out of my office!"
"Explain how you have helped other companies reduce their maintenance costs."
"No need to talk to anyone else here. I will take your proposal to the president of the company."

Question 16 of 34

KING is an acronym that describes

How to handle objections
The different roles played by customers
The individual personalities of customers
How to make a presentation
All of the above

Question 17 of 34

Navigators

Serve as a valuable resource to salespeople because they explain the decision-making process
May also be Influencers
May have a close personal relationship with many salespeople
May or may not be loyal to you and in fact might share information with your competitor
All of the above

Question 18 of 34

The most effective way to sell a product or brand that is new or unknown to a customer is to sell it . . .

From the bottom up
From the top down
From the middle up and down
To whoever is willing to give you an audience
To whoever contacts you first

Question 19 of 34

Power customers

Project their personal frustrations onto others
Have high opinions of others
Are only found in positions of authority
Are highly educated
All of the above

Question 20 of 34

Most Key Decision-Makers are

Too busy to be concerned about value
Committed to the current supplier
Difficult but not impossible to access
Primarily concerned about price
All of the above

Question 21 of 34

The best value proposition . . .

Is well-honed, well-articulated and well-rehearsed
Focuses on the positive impact that could be made with the prospect's business
Differentiates your company from the competition
References the positive impact you have made with other companies
All of the above

Question 22 of 34

Cautious customers are

Typically low-level decision makers
Reluctant to make recommendations to their boss
Frequently have the authority to say “no” but rarely have the authority to say “yes”
Willing to meet with salespeople primarily because it gives them more information on products
All of the above

Question 23 of 34

Cautious people

Frequently see issues in black and white
Seek other people’s opinions
Are enamored with facts and data
Are typically very organized
All of the above

Question 24 of 34

List three prospects including their titles and roles. You will recall that roles are defined by K-I-N-G (Key Decision Maker, Influencer, Navigator, Gatekeeper).

What are their personality profiles? You will recall that personality profiles are defined by CAPS (Cautious Customer, Achiever, Power Player, Social Customer).

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 25 of 34

Achievers typically

Have high self-esteem
Speak to others with courtesy and respect
Look for ways to grow value for their company
Have high expectations of themselves and others
All of the above

Question 26 of 34

Social customers

Are frequently unorganized
Feel comfortable around other people
Share information with salespeople
Are rarely in positions of authority
All of the above

Question 27 of 34

Power people typically

Speak to others in a condescending manner
Are more concerned about self-advancement than value
Talk about themselves in a braggadocious manner
Suffer from low self-esteem
All of the above

Question 28 of 34

What problems are you having in gaining access to Key Decision-Makers?

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 29 of 34

When it comes to new suppliers, most employees

Will go along with whatever their boss recommends
Are loyal to the current supplier and the status quo
Are reluctant to recommend a new supplier or a change to the boss
Are preoccupied with the issue of price
All of the above

Question 30 of 34

The best way to deal with power customers is to

Speak confidently
Remember that competitors may be intimidated by power customers
Remember that power customers are frequently action-oriented
Consider ways in which your sales manager can augment your selling efforts
All of the above

Question 31 of 34

Write out your own telephone prospecting script. Feel free to use some of the language or ideas provided in your CSI manual in Module 3.

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 32 of 34

The following are true regarding a proposal that recommends change to the customer

Most companies typically make decisions based on group consensus
Low level decision-makers frequently take new ideas to senior management
Typically, many individuals in a company can say “yes” to a proposal
Typically, one individual has the authority to approve a proposal
All of the above

Question 33 of 34

It is best to remember that Social customers

Love to play golf
May share information with your competitor
Harbor feelings of anger and resentment
Do not trust sales people
All of the above

Question 34 of 34

How are customers responding to your prospecting efforts? How can your sales manager help you prospect more effectively?

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

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