ch.9 maketing

Select from the following those items that are characteristic of consultative sellers.

-A desire to be a trusted advisor to customers -Concentrated in traditional industrial settings -A deep knowledge of the customer's business issues

Professional selling can be a satisfying career for the following reasons.

-Autonomy -Lifestyle -Good compensation

What factors does your text list as to why personal selling is so important in B2B buying situations?

-B2B decisions are often complex. -B2B transactions often employ professional negotiators. -B2B transactions are much larger financially.

What does your text cite as reasons the selling environment has changed over the years?

-Competition brought about by globalization -The increased use of web-based technologies -The complexity of the selling environment

Which of the following takes place in the Approach stage of the personal-selling process?

-Establishing a rapport with the potential customer -Setting the first appointment with the customer

Which of the following takes place in the pre-approach stage of the personal-selling process?

-Identifying customer needs -Identifying key decision makers -Reviewing account histories

Which of the following questions are represented in the SPIN selling framework?

-Implication questions -Need-payoff questions -Problem questions -Situation questions

Which of the following factors determine a sales force's need for generalists or specialists?

-Market considerations -The firm's overall marketing strategy

What items are listed in your text as effects of sales force turnover?

-Missed sales opportunities -Strained client relations -Potential legal issues

Which of the following are steps in the personal-selling process?

-Prospecting and qualifying -The approach -Gaining commitment

Which of the following are primary roles of a sales manager?

-Recruit and train employees -Work directly with assigned sales reps -Establish sales objectives

Sales management involves which of the following areas?

-Recruiting -Motivating -Evaluating -Compensating

Which of the following needs to be considered in plans for sales training?

-The company's processes and products -Customer and market knowledge -Major events like new product launches

Toby is a sales rep for a pharmaceutical company. He has an assigned territory and can sell all of the company's products to clients within that territory. Toby is part of which kind of sales force?

Generalist

Having the necessary mental and emotional discipline to stay focused and constructive during rough times relates to which foundation of sales success?

Having a positive self-concept

Which type of salesperson is primarily responsible for finding new customers as well as convincing prospective customers to drop one or more competitors?

New-business salespeople

Within the sales context, what is the number one warning sign that fear and self-doubt are interfering with a person's ability to perform to his or her potential?

Procrastination

_______ selling involves building a trusting relationship with a customer over a long period of time.

Relationship

To close the sale, a salesperson has to recognize buyer types and customize the sales message. This is an example of ______ selling.

adaptive

______________ selling refers to the altering of sales behavior during a customer interaction.

adaptive

It is during the _______ stage that a salesperson establishes a rapport with a potential customer and sets the foundation for the relationship.

approach/ 3rd

In the FAB approach, advantages are general statements about what certain product features do; while _______ are the individual values attached to those advantages.

benefits

A(n) __________ seller is a sales representative who focuses on developing long-term relationships by developing a deep knowledge of the customer's industry, business issues, and needs.

consultative

A form of customer service that focuses on what is best for the customer is ______.

customer advocacy

Having to fix billing or customer service issues or communicate to product managers about problems customers are having with the company's products are all tasks involved in _______.

customer advocacy

___________ ______________ management is a strategy and set of processes used for better managing a company's interaction with its customers and potential customers.

customer relationship

The process by which companies get new customers, keep existing customers and get a larger share of customer purchases is ______.

customer relationship management (CRM)

Specialization by selling activity is broken down into two categories: ________ typically focus on acquiring accounts that are new to the selling firm, and ________ cultivate existing accounts

hunter; farmer

______________ __________ is an analytics-based sales approach in which a company numerically rates its best prospective customers.

lead scoring

Surveys of sales and marketing executives reveal that more than half of the respondents believe that their salespeople have ______________ on a sales call.

lied

Today, many businesses are focusing on keeping customers for long periods of time and are, therefore, reorganizing their business processes around the _______________ value represented by their most important accounts.

lifetime

The net present value of a customer's business over the span of their relationship with an organization is referred to as _______.

lifetime value

The more a salesperson knows about the customer's needs, the better he or she can respond. To do this, the salesperson must ______.

listen to the customer during the presentation

During a sales presentation, if a salesperson wants to gain a true understanding of the prospect's needs and wants, he or she should not underestimate the value of asking questions and ___________ to the customer.

listening

Salary is paid as a(an) _______.

fixed sum of money providing a stable income

Because it requires the salesperson to overcome the basic human fear of being rejected, _______ is the most difficult part of the personal-selling process.

gaining commitment

Sales territories are typically defined on the basis of

geography

According to Max Carter, the ability to _______ what the customer wants is a skill that must be continually practiced and refined.

hear or listen

Which of the following are attractive characteristics of a career in sales?

-Variety of sales positions available -Work-family life balance -Financially rewarding

Social selling involves the use of _____ to engage customers, build relationships, and increase sales.

-mobile applications -online resources -social media

Personal selling is more effective when _______.

-the good or service is customizable -the good or service is new-to-the-world -the good or service is highly technical or complex

Although the specific process followed by each salesperson varies, most move through the general sales process by following _____________ steps.

7

Which of the following statements made by a salesperson exemplifies handling objections by denial? Multiple choice question.

Actually, that is not true. Our product has been proven in clinical studies to perform 50% faster than other models.

Which of the following would Max Carter say has helped him more than anything in his career?

Being a good listener

A(n) _________ system is a set of software tools used for contact management, sales management, and productivity.

CRM

is a per-unit payout based on sales beyond the salesperson's quota.

Commission

_______ is the adoption of the marketing concept at the level of the individual salesperson and customer.

Customer-oriented selling

Which of the following are responsibilities of a delivery salesperson?

Delivering product Checking inventories Stocking shelves

True or false: Sales positions do not experience high levels of turnover.

False

True or false: Salespeople tend to be closely supervised on a day-to-day basis.

False

True or false: The digital transformation of advanced economies has erased the need for salespeople.

False

According to your text, which of the following is the greatest enemy of human potential in most every career field?

Fear and self-doubt

Which type of salesperson focuses on establishing and maintaining partner relationships with a small set of three to five named accounts?

Key-account sellers

John gives copies of textbooks to professors and evaluating committees and tries to influence them to adopt the textbook, although he does not actually close a sale. What type of salesperson is John?

Missionary salesperson

______ work in high tech sectors, like aerospace, and typically have educational backgrounds in field such as engineering or computer science.

Sales engineers

Which of the following statements is accurate regarding personal selling as a profession?

Sales has been and will continue to be one of the largest occupational categories.

_______ have oversight of selling efforts at varying levels of the organizational hierarchy.

Sales managers

Which of the following is true regarding sales training programs?

Sales training programs should be customized to the needs of the representative and changing market conditions.

Which of the following is not part of the Sales and Marketing Executive International (SMEI) code of conduct?

Selling to generate the most profit possible for the firm

______ covers sales abilities and understanding of selling techniques.

Selling-related knowledge

What is the principle behind the equalized work method?

Tallying the average number of sales calls needed to close each individual sale

_____ are sales representatives who work in complex settings, usually offering demonstrations.

Technical specialists

According to author Daniel Pink, which of the following can be said of personal selling in the digital era?

Technology that should have made salespeople obsolete have in fact transformed more people into sellers.

What has led to a fundamental rethinking of the strategic nature of the salesperson's role?

The changing selling environment

In which stage of the personal-selling process can a salesperson uncover new customer needs or wants, secure additional purchases, and obtain referrals and testimonials that can be used as sales tools?

The follow-up

Charlotte wants to learn as much as possible about a potential customer, so she is reviewing the customer's account history, identifying the customer's needs and determining who the key decision makers are in the firm. These activities would take place in which step of the personal-selling process?

The pre-approach

What is social selling?

The use of online, mobile, and social media to engage customers, build strong customer relationships, and increase sales

True or false: Because the cost of obtaining new customers is so much higher that retaining existing customers, many B2B organizations employ key-account sellers to grow and protect their most important customers.

True

a ________ salesperson is also known as a route salesperson.

delivery

Although ______________ and legal issues are important to all aspects of marketing, they are perhaps even more vital in personal selling.

ethical or ethics

In the FAB approach, _____________ are attributes or facts that are integral characteristics of the good or service being offered.

features

The main goal of Step 1 of the personal-selling process is to ______.

find qualified prospects

A salesperson who has an understanding of the goods, services, and processes within one's firm and of key business issues that affect the customer's success is said to have ___________ -related knowledge.

market

Having ____________ -related knowledge means the salesperson is able to "speak" the technical language of the customer's field.

market

The guiding factors used by sales management to determine the need for generalists or specialists are market considerations and the firm's overall __________ strategy.

marketing

What type of salesperson promotes the firm and its products, but does not actually get or take orders?

missionary salesperson

A _______ salesperson seeks to find new customers and secure their business. As such, they tend to be highly credible, creative, and professional.

new-business

People spend about 40% of their time engaged in persuading and convincing other people. This is called ______.

non-sales selling

The concerns or reasons customers offer for not buying a product are called ______________ .

objections

A(n) _______ -getter is a new-business salesperson who secures new distribution channel outlets.

order

A(n) _______ is a salesperson who processes orders that a customer initiates.

order taker

Beverly works at a baby products store. She helps customers find what they are looking for and rings up sales that customers bring to the check-out counter. Beverly works as a(n) _______.

order-taker

Because B2B transactions are larger financially and are often complex, ______ _______ is an important decision factor.

personal selling

Common in the high-tech and medical fields, specialization by _______ is most effective when vast knowledge is required to sell the product.

product

Fenton is a sales representative. In order to search for potential customers, he scans websites, attends trade shows, and networks with others in his industry or related industries. By doing so, Fenton is engaged in _______.

prospecting

The personal-selling process begins with the _______ stage.

prospecting and qualifying

The use of lead scoring helps companies identify _______.

prospective customers

The activity of _________ prospects involves identifying potential customers within the firm's target market who are interested in the product.

qualified/qualify/ qualifying

Identifying which potential customers within the firm's target market have not only a desire for the product, but also the authority to purchase it and the resources to pay for it is a process referred to as ______________.

qualifying

Since it costs much more to acquire new customers than it does to retain them, __________ selling has become an increasingly important way for firms to develop personal relationships with their customers.

relationship or personal

_______ management involves the planning, direction, and control of personal selling activities.

sales

Technical specialists who work in high-tech sectors and typically have educational backgrounds in fields such as engineering, computer science or physics are called .

sales enginers

The ____________ _____________ provides a way for a salesperson to convey the product's main features to the prospect.

sales presentation

The customer groups or geographic districts to which an individual salesperson or sales team sells is referred to as a (n) ______.

sales territory

A sales rep that wants to attain long-term success in professional sales must understand that all sales efforts need to be centered around _______.

serving the needs of the customer

A CRM system is a set of information technology tools used to help companies ______.

stay connected to customers and prospects

In a(n) _____________ close, the salesperson reviews the product's benefits and how they meet the customer's needs before asking for the sale.

summary

When a salesperson works with sales management and experts across the firm to support new-customer acquisition and ongoing customer relationship management, it is referred to as _______.

team selling

A(n) _______ specialist is a sales representative who contributes expertise in the form of product demonstrations and trials.

technical

Sales abilities and an understanding of selling _____________ are part of sales-related knowledge.

techniques

The defining feature of a generalist sales force is that its members sell products based on their assigned _______.

territory

The SPIN selling framework was developed based on research that discovered that successful sales calls were the result of _______.

the buyer doing most of the talking in response to questions asked by the sales rep

The final step of the personal-selling process is _______.

the follow-up

Detailing how the product will provide benefits for the potential customer takes place during _______.

the sales presentation

Ethical and legal issues are important to all aspects of business and marketing. They are vital in personal selling because _______.

they involve one-to-one salesperson-customer interactions

In a(n) __________ close, a sales rep asks questions throughout the sales presentation that tests the buyer's readiness to commit.

trial

Personal selling is more effective when the good or service is _______.

viewed as risky

It is the job of a channel sales representative to _______.

win, maintain, and expand relationships with channel partners