personal selling exam 1
A ________ system can enable the selling company and the salesperson to see everything in one place—a customer's previous history with you, the status of their orders, any outstanding customer service issues, and more.
CRM/Customer Relationship Management
Relationship selling involves building and maintaining customer ________ over a long period of time—not just meeting periodic sales quotas
trust
________ refers to the characteristics of openness, honesty, and sincerity displayed by salespeople in their communications
Candor
________ focuses on the net present value of a customer's business over the span of its relationship with an organization
Customer lifetime value (CLV)
New goods and services tend to have lower price elasticity levels than do existing goods and services, making them less suitable for personal selling as a promotion mix medium
FALSE
Nonprofit organizations have little need for sales personnel.
FALSE
One of the disadvantages of personal selling is that its use makes it more difficult for the firm to develop a personal relationship with its customers
FALSE
The promotion mix consists of three main elements of marketing communication: advertising, sales promotion, and personal selling
FALSE
Relative to other marketing communication tactics, personal selling is on average the least expensive (true or false?)
FALSE, personal selling is the most effective marketing communications medium.
For sales managers, one benefit of greater use of digital technology is that the selling environment has become less complex. This makes it much easier to hire and train new sales representatives.
False
________ purchases are new to the purchasing organization, typically involving high information needs, a high number of purchasing participants, and an extended timeline
New-task
________ purchases are new to the purchasing organization, typically involving high information needs, a high number of purchasing participants, and an extended timeline.
New-task
________ is the to-way flow of communication between a buyer and a seller, paid for by the seller and seeking to influence the buyer's purchase decision.
Personal selling
________ purchases are made on a frequent basis. The customer has a significant history to rely upon for these purchases, and they require little time or energy.
Straight-rebuy
A key advantage to personal selling is that face-to-face interactions with a customer facilitate a firm's ability to provide more detailed and individualized information about its products and services
TRUE
According to research by author Daniel Pink, people spend roughly 40 percent of their work time in nonsales selling—that is, persuading, influencing, and convincing others in ways that don't involve making a purchase.
TRUE
In complex sales settings, sales engineers commonly interact with counterparts within the customer's buying center to address technical questions.
TRUE
Personal selling is a more appropriate promotional mix element when a firm markets high-priced or high-involvement items that elevate buyer risk perceptions
TRUE
A ________ orientation describes the extent to which salespeople place the customer's interests ahead of their own or those of their company.
customer
Research has shown that maintaining high ________ standards on the part of sales personnel is a critical driver of long-term sales success
ethical
Of all members of the buying team, the ________ role has been changed most dramatically in recent years due to technological advancements
gatekeeper
Of all members of the buying team, the ________ role has been changed most dramatically in recent years due to technological advancements.
gatekeeper
Simon works at a large transportation company and is routinely involved in high-touch transactions over the phone and through email. His position could best be described as a
inside salesperson
Salespeople who are of high ________ have a strong core set of values they adhere to regardless of the situation
integrity
If a customer is being challenged by a ________ need, they are not even aware that the need exists.
latent
Social ________ is the monitoring of your brand's social media channels for any customer feedback and direct mentions of your brand or discussions regarding specific keywords, topics, competitors, or industries
listening
Which member of the buying team negotiates final terms and makes the actual purchase?
purchaser
Since very few firms can expect to survive on the profits generated from one-time transactional sales, ________ selling has become increasingly important.
relationship
Louie's job involves generating insights from sales data, trends, and metrics with the goal of helping his firm better forecast and improve future sales performance. Louie would best be described as a(n)
sales analyst
Salespeople at Pitney Bowes, a global technology company, systematically utilize LinkedIn to network and distribute more timely and useful information to B2B buyers. This approach is known as
social welling