Appendix
B
Answers
In certain chapters in this book, you’ve been challenged to demonstrate what you’ve learned. Here are the answers.
Chapter 1
Find the clues:
The photo of delivery trucks on the bookshelves suggests that the man works for some kind of delivery company. Other clues suggest it is a nonprofit accepting gently used furniture and clothing.
The ceramic hand on the desk could be a tchotchke, or it may have something to do with the organization’s mission, which seems to be lending a helping hand to others in need.
The awards in the background suggest that he is good at what he does.
The man practices “organized disorganization.” He has some semblance of order—piles. He has his own form of organization that works for him.
His personality is likable and friendly per his very natural expression. He fits the environment he is in.
From his starched shirt and tie, you can surmise that he holds a position of authority.
What else did you gather?
1. What is the appropriate amount of eye contact in a face-to-face encounter?
B. 70–80 percent (More than that is perceived as awkward staring; less comes across as inattentive.)
2. When making eye contact with your customer, where do you focus your eyes?
A. From the tip of the nose to the outer corners of the eyes (We connect through eye contact. The mouth and below is distracting. You break eye contact.)
3. Which best describes your handshaking style?
D. None of the above (A firm web-to-web handshake with two to three pumps while making eye contact is generally considered the most appropriate and effective handshake in any endeavor.)
4. How do you prefer to make a sales pitch?
C. Build rapport and trust first; then ask the customer to tell me about his or her business (People do business with people they like and trust. Rapport building is key.)
5. When listening to a customer’s complaint, I …
B. Lean slightly forward; tilt my head occasionally; and nod, signaling I understand (Active listening shows interest and engagement. The customer should feel that you are present and focused on him and his concern.)
6. What color do you wear to build trust?
B. Blue (Studies have shown that wearing blue evokes trust and loyalty.)
7. Which best describes the way you would present a proposal to a customer face-to-face?
C. Place the proposal in the center of the table, and let the customer reach for it (No one likes to be handed anything. Placing the proposal in the center of the table allows the customer to take ownership.)
8. If you are a man, when meeting a prospect, what would you wear?
B. Dress pants, sport coat, buttoned shirt, and tie (You don’t want to come in as the “power guy”; you want to establish rapport.)
If you are a woman, what would you wear to meet a male business prospect?
D. Any of the above (Avoid wearing anything provocative. Dress age and circumstance appropriate.)
9. During a sales call, what do you usually think about?
B. Finding solutions to meet the customer’s needs (If you don’t know a customer’s needs, you can’t find solutions.)
10. If you could ask your prospects what they thought of you, what do you think they’d say?
C. Confident and competent (In business, people want to know that you will get the job done well.)
1. Anger—Frustration to rage: Man with squinted eyes, lowered eyebrows, and jutting jaw, gritting his teeth
2. Fear—Physical or mental harm: Man with wide eyes, raised eyebrows, flared nostrils, and frowning mouth
3. Sadness—Suffering, loss, disappointment, hopelessness, or grief: Man with furrowed forehead, raised eyebrows, and frowning mouth
4. Disgust—Repulsion, aversions from mild to intense: Woman with furrowed forehead, raised eyebrows, wrinkled nose, and gritted teeth
5. Happiness—Contentment to extreme joy and fulfillment: Woman with wide smile and squinted eyes
6. Surprise—Briefest, fleeting emotion from an unexpected event: Lady with eyes and mouth forming circles and raised eyebrows
7. Contempt—Feelings of superiority over others: Man with hard stare and mouth twisted to the side
Note that most people exhibit multiple, or “cluster” responses. For example, a critical person might also be skeptical, resistant, and suspicious.
From left to right:
1. Hands under table, looking down: Disengaged
2. Hands under table, not looking at speaker: Disengaged
3. Speaker—hands facing, basketball-gripping gesture, asking for cooperation: Engaged
4. Left eyebrow raised, hand on forehead: Skeptical
5. Cup in front (barrier), breaking eye contact: Guarded
6. Leaning head to side: Engaged
7. Leaning forward, looking at speaker: Engaged
8. Manipulating hands, mouth appears strained: Anxious
9. Closed fist, mouth clenched, furrowed eyebrows, hand on hip: Angry
10. Eyes wide open, mouth stretched in contempt, hands on hip: Suspicious, skeptical
11. Hand on table, pointed toward speaker, open and receptive: Engaged