Relationship selling
To build long-term relationships with key accounts by developing trust over time.
consumer or business
Sales people can be __ focused or __ focused.
interact with sales people
Learn about products/suppliers
Rapid increase in new sales technologies are changing the ways in which customers....
Personal selling
Provides detailed explanation or demonstration of the product. Sales message can be varied according to motivations and interests of each prospective customer.
Cost
Can be controlled by adjusting the size of the sales force in one-person increments.
Selling process [sales cycle]
Set of steps a salesperson goes through in a particular organization to sell a particular product or service. Can be unique for each product or service.
Prospecting
Identification of firms and people that are most likely to buy the seller's offerings.
Cold calling
Salesperson approached potential buyers without any prior knowledge of the prospects' needs or financial status.
Referral
Recommendation from a customer or business associate
Networking
Using friends, business contacts, co-workers, acquaintances, and fellow members in professional and civic organizations to identify potential clients.
preliminary questioning
Can often provide the salesperson with enough information to determine whether there is a need.
Buying power
Involves both authority to make the purchase decision and access to funds to pay for it.
Receptivity and accessibility
Indicates that the prospect must be willing to see the salesperson and accessible to the salesperson
needs assessment
The salesperson's ultimate goal during the approach is to conduct a ___.
Preapproach tasks
Includes visiting websites, social media sites, and standard reference sources. Also helps determine if the client should be approached by a personal visit, a phone call, or a letter.
The product or service
Product knowledge is the cornerstone for conducting a successful needs analysis.
Customers and their needs
The professional salesperson brings each client business-building ideas and solutions to problems
The competitor's company
The salesperson must know as much about___ and products as he or she knows about his or her own company.
customer profile
Creating a ___ during the approach helps salespeople optimize their time and resources.
quota
A __ is a statement of the salesperson's sales goals, usually based on sales volume alone.
customer-centric
Companies with CRM systems follow a ___ model.
Campaign management
Involves monitoring an leveraging customer interactions to sell a company' products.
A
A current sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through-mutually beneficial partnerships is called ___ selling.
A. Consultative
B. Price-based
C. Discount
D. persuasive
C
A process of finding out about potential clients from friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations is called ___.
A. Lead qualifications
B. referrals
C. networking
D. cold calling
A
A sales manager at a consumer durable goods manufacturing firm instructs his new salesperson, Rita, that she must identify ten potential customers and sell five flat screen televisions per week. This directive from the sales manager is referred to as Rita's ___.
A. quota
B. Referrals
C. sales lead
D. touch points
B
A step in the selling process that concerned with identifying firms and people most likely to buy the seller's offerings is called ___.
A. preapproach
B. Lead generation
C. needs assessment
D. Lead qualification
D
A term that describes a company that customizes its products and services based on data generated through interactions between the customer and the company would be described as being __.
A. Business-centric
B. Employee centric
C. Organization centric
D. customer centric
B
A touch point that customers encounter in stores or information kiosks, and that uses software to enable them to easily provide information about themselves without feeling violated, is called ___.
A. Lead generation
B. Point-of-sale interaction
C. Injury management
D. Personal selling interaction
B
An electronic equipment manufacturer collects data about its customers through customer interactions. On the basis of the data, the firm customizes its products and services according to the needs of customer segments. This is an example of effective ___.
A. Lead generation
B. campaign management
C. transaction management
D. lead qualification
C
As part of the needs assessment, the consultative salesperson must know everything about ___.
A. customers and their needs, but not necessarily the product or service
B. Competitors' companies and products, but not necessarily the customers and their needs
C. Customers and their needs, the product or service being sold, and the product's competition
D. The product or service, but not necessarily the competition and potential impact.
C
Determining sales goals is part of effective sales management. A statement of a salesperson's sales goals, usually based on sales volume, is called a[n] __.
A. referral
B. Offer
C. quota
D. sales plan
B
Effective sales management begins with
A. Designing a compensation plan
B. Determining sales goals to be met by the salesforce
C. Determining the most efficient structure for the sales force.
D. specifying the sales force size.
D
In personal selling, costs of promoting a product or service can be controlled by
A. Purchasing advertising and sales promotion in large amounts
B. Promoting undifferentiated sales messages toward prospective consumers
C. Promoting a product to both qualified and non qualified prospects.
D. Adjusting the size of the sales force in one-person increments
C
In the selling process, which of the following is true of a salesperson's conducting the needs assessment of prospective clients?
A. It should be carried out by the salesperson during development of the sales proposal
B. It does not include the impact of competition on the demand for the product that is being sold.
C. It requires the salesperson to be aware or regulations and legislation that affect the industry
D. The salesperson in relationship selling does not need to conduct a needs assessment.
D
In which case is personal selling more effective or economic than advertising and sales promotion?
A. The product has a low value
B. Customers are geographically dispersed.
C. The product is easy to understand
D. There are few customers
D
Mandy's Inc. is a well-known supplier of industrial goods. While selling goods, it provides personalized benefits to each customer. It focuses on developing trust over time instead of transacting one-time sales. This is an example of ___ selling.
A. Persuasive
B. Price-based
C. Discount
D. relationship
C
Name the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.
A. Total quality management
B. Profit maximization
C. Customer relationship management
D. Organizational optimization
B
Personal selling is more important than advertising and sales promotion if the produces being sold:
A. Are standardized
B. Are technically complex
C. Have many consumers
D. Have a low value
C
Robust, a leading industrial manufacturer, has developed a new air conditioner with high cooling capacity. To identify potential clients who will be interested in the new product, the company has sent out pamphlets to many firms along with its contact details for anyone interested. This scenario illustrates ___.
A. A sales presentation
B. Knowledge management
C. Lead generation
D. A needs assessment
C
The ability to place oneself in someone else's shoes, which enables salespeople to understand the client's situation, is called ___.
A. Ego strength
B. Assertiveness
C. empathy
D. risk taking
B
The assertion that "great salespeople should have strong, healthy self-esteem and the ability to bounce back from rejection" describes which trait that is desirable in applicants for sales position?
A. Risk factors
B. Ego strength
C. Empathy
D. Assertiveness.
C
The point at which a customer and a company representative exchange information and develop learning relationships is called ___.
A. Knowledge management
B. Knowledge exchange
C. interaction
D. touch points
D
The process by which customer information is centralized and shared to enhance the relationship between customers and the organization is called ___ management.
A. Sales force
B. Customer relationship
C. organizational
D. knowledge
C
Unlike consumer-focused salespeople, business-focused salespeople.
A. require customers to come directly to a retail store
B. Shorten the sales process time
C. Call on other companies to sell their products
D. Do not travel to customer locations
D
When recruiting the sales force, sales managers prefer salespeople who
A. Often avoid getting involved in negotiation process.
B. Ensure that there is no negotiation during the process of closing a sale
C. Are transaction-oriented rather than relationship-oriented
D. Get their point across confidently without being overbearing or aggressive.
C
Which of the following best defines the term "touch points"
A. Storage of customer information in a central location that is accessible to all company departments
B. Customized product or service offerings for different customer segments
C. Areas of a business where customers have contact with the company and data might be gathered
D. The points where a salesman exchanges information with the company and the company doesn't take interest.
A
Which defines the sales process?
A. The process a salesperson goes through to sell a particular product or service
B. The process of finding out about potential clients from various contacts or sources
C. The process of identifying the firms and people most likely to buy the seller's offerings
D. The process of a salesperson doing his or her "homework" before contacting a prospect
B
Which describes the kind of candidates sales managers look for when recruiting sales force candidates?
A. Competitiveness without exhibiting risk-taking behavior
B. Assertiveness, as well as creativity and empathy
C. A sense of urgency without exhibiting competitiveness.
D. An impotent ego but capable of understanding complex concepts.
D
Which indicates the final step of the selling process, in which the salesperson ensures delivery schedules are met, goods or serviced perform as promised, and the buyers' employees are properly trained to use the products?
A. Handling objections
B. Negotiation
C. Developing and proposing solutions
D. Follow-up
B
Which is a combo of sales automation and internet technology that some marketers use to enhance customer satisfaction and bring in more business?
A. The attribution model
B. Automated e-mail follow-up marketing
C. Needs assessment
D. The preapproach model
A
Which is a sales practice that involves building, maintaining, and enhancing interactions with customers to develop long-term through mutually beneficial partnerships?
A. Relationship selling
B. Stimulus-response selling
C. Adaptive selling
D. Price-based selling
B
which is among the responsibilities of a sales manager?
A. Recruiting and training the sales force, but its evaluation is done by the human resources department
B. Recruiting, training, motivating, and evaluating the sales force
C. Evaluating the sales force, but not determining its structure
D. Determining the sales force structure, but not its evaluation
A
Which is involved in defining the sales goals of the salesforce?
A. Assigning quotas to salespeople
B. Designing the sales force structure
C. Training new salespeople
D. Evaluating the effectiveness of a sales representative.
D
Which is NOT an advantage of personal selling?
A. Personal selling is considerably more effective than other forms of promotion in obtaining a sale and gaining a satisfied customer
B. Costs can be controlled by adjusting the size of the sales force
C. Personal selling provides a detailed explanation or demonstration of the product.
D. Personal selling is not as effective as other forms of sales promotion.
C
Which is not true of relationship selling?
A. Its end result is loyal customers
B. It focuses on building mutual trust between the buyer and seller
C. It emphasizes making one-time sale
D. Its strategy is often less expensive than continuously marketing products
D
Which is NOT true of sales force compensation?
A. Recognition and rewards may help increase overall sales volume
B. Compensation needs to be competitive enough to attract and motivate the best salespeople
C. Sales managers often offer rewards or incentives to motivate their sales force.
D. Companies and industries with lower levels of compensation have lower turnover rates
B
Which occurs when a customer and a company representative exchange information and develop learning relationships?
A. Transactional selling
B. An interaction
C. An intervention
D. customer profiling
C
Which refers to the determination of a sales prospect's recognized need, buying power, receptivity, and accessibility?
A. Referral
B. cold calling
C. lead qualification
D. Networking
D
Which refers to a purchase situation involving a personal, paid-for communication between two people in an attempt to influence each other?
A. Relationship selling
B. Sales promotion
C. Promotional selling
D. Personal selling
A
Which statement is true of negotiation
A. It plays an important role in the closing of the sale
B. It is effective when price is used as a negotiation tool
C. It is a formal meeting where salespeople present sales proposals.
D. Salespeople increase the perceived value of a product when they quickly accept a client's price negotiation
A
Which statement is true of prequalification systems?
A. They free sales representatives from the time-consuming task of following up on leads to determine need, buying power, and receptiveness
B. They describe the "homework" that must be done by a salesperson before contacting the prospect.
C. They use friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations to identify potential clients
D. They determine a customer's specific needs and wants and the range of options the customer has for satisfying them.
B
Which term refers to a meeting in which the salesperson offers a sales proposal to a prospective buyer?
A. Sales offer
B. Sales presentation
C. sales proposal
D. negotiation
D
Which measures one customer's influence on the behavior of other customers through recommendations on social media?
A. Social media score
B. Customer relationship score
C. Social CRM
D.
Net promoter score
A
Which is true of networking?
A. Using friends, business contacts, acquaintances, and fellow members in organizations to identify potential clients
B. Approaching potential buyers without any prior knowledge of the prospect's needs or financial status
C. Determining a customer's specific needs and wants and the range of options the customer has for satisfying them
D. Doing the "homework" that must be done by a salesperson before he or she contacts a prospect.
B
Which statement is true of traditional selling?
A. It allows ample time for a detailed follow-up with customers after a sale.
B. Minimal effort is placed on asking questions to identify customer needs.
C. It results in more win-win transactions for salespeople than relationship selling
D. High emphasis is placed on matching customers' needs and wants to the benefits of the product.
B
Which refers to a form of lead generation in which the salesperson approaches potential buyers without any prior knowledge of the prospect's needs or financial status?
A. Referral
B. Cold calling
C. Lead qualification
D. Networking
B
Why doe salespeople need to conduct thorough and continued follow-up with clients?
A. Buyers look for the best deal when they experience good post-sale follow-up
B. Most businesses depend on repeat sales, which depend on follow-up by the salesperson
C. Conducting post-sale follow-ups gives rise to cognitive dissonance.
D. Customers today are more loyal toward brands and vendors than before