Professional Selling Quiz 1 (Ch. 1, 2, 3)

What are different communication styles and leadership?

(6) - Bill Gates as quiet and reflective - Jeff Bezos as the happy extravert

What is the Reflective Style?

(6) - Controls emotional expression - Displays a preference for orderliness - Tends to express measured opinions - Seems difficult to get to know

what are guidelines are helpful to any salesperson who is considering giving gifts to customers?

(6) 1. Do not give gifts before doing business with a customer. Do not use the gift as a substitute for effective selling methods. 2. Never convey the impression you are "buying" the customer's business with gifts. When this happens, the gift becomes nothing more than a bribe. 3. When gift giving is done correctly, the customer clearly views it as symbolic of your appreciation—a "no strings attached" goodwill gesture. 4. Be sure the gift is not a violation of the policies of your firm or of your customer's firm. Some firms do not allow employees to accept gifts at all. Other firms place a dollar limit on a gift's value.

What is someone's personality?

(6) The thoughts, feelings, and actions that characterize someone, and is an important aspect of our communication style

What are cues to help identify style?

(6) Tone of voice Gestures Openness Spontaneity Friendliness and informality

What is sociability?

(6) a universal behavioral characteristic that refers to the tendency for one to seek and enjoy interaction with others

Business Slander

(6) arises when an unfair and untrue oral statement is made about a competitor. The statement becomes actionable when it is communicated to a third party and can be interpreted as damaging the competitor's business reputation or the personal reputation of an individual in that business

what is someone with high dominance?

(6) decisive, opinionated, self-assertive and vocal

What is emotive?

(6) highly emotional, failure to listen to others

What is style bias?

(6) imagine how someone who is emotive might feel dealing with someone who is directive in style. They may feel that the other person is being pushy or trying to control the situation

What is directive?

(6) impatient, dictatorial, bossy

Business Libel

(6) may be incurred when an unfair and untrue statement is made about a competitor in writing. The statement becomes actionable when it is communicated to a third party and can be interpreted as damaging the company.

Product Disparagement

(6) occurs when false or deceptive comparisons or distorted claims are made concerning a competitor's product, services, or property.

what is the Directive Style?

(6) picture this kind of person, imagine someone directing a film. They'd be giving orders and be in charge, but also be calm and in control.

What is adaptive selling?

(6) requires altering sales behavior in order to improve communication

what is someone low in dominance?

(6) reserved, unassertive, and easygoing

What are corporate policies?

(6) should cover distributor relations, customer service, pricing, product development, and related areas. They are necessary because many employees will not have their own well-developed ethical philosophy but they will follow that of the company.

What is the supportive style?

(6) someone who is low in dominance but high in sociability. They usually do not express themselves in a forceful manner and they are good listeners. They tend to complete their tasks in a quiet, unassuming manner.

What is reflective?

(6) stiff, formal, overwhelmed with details, indecisive

What is sociability?

(6) the amount of control we exert over our emotional expressiveness

What is emotional intelligence?

(6) the capacity for monitoring our own feelings and those of others, for motivating ourselves, and for managing emotions.

What is style flexing?

(6) the deliberate attempt to adapt one's communication style to accommodate the needs of the other person

What is communication style?

(6) the pattern of behavior that others observe

What is culture?

(6) the sum total of beliefs, values, knowledge, ethnic customs, and objects that people use to adapt to their environment

What is dominancy?

(6) the tendency to control or prevail over others

What is the emotive style?

(6) wants to create a social relationship quickly and usually feels comfortable on a first-name basis

What is supportive?

(6) weak, needy, pleaser

What is communication bias?

(6) when we interact with someone whose communication style is different from our own

What are the major features of consultative selling?

- Customer is person to be served - communication is two-way - problem-solving is offered - service is emphasized at every phase

What are the major developments that affect selling?

- Major advances in information technology and electronic commerce - Strategic resource is information - Business is defined by customer relationships - Sales success depends on creating and adding value

What are the steps of the strategic/consultative selling model?

1. Develop personal selling philosophy 2. Develop relationship strategy 3. Develop a product strategy 4. Develop a customer strategy 5. Develop a presentation strategy

What are the basic steps in building strategic account relationships?

1. Learn about proposed partner......cultural fit is CRITICAL! 2. Meet with proposed partner 3. Explore benefits of the alliance 4. Present on profit impact and strategic alliance benefits

What are the four steps of consultative selling process?

1. Need Discovery 2. Selection of Solution 3. Need-satisfaction presentation 4. servicing the sale

What is Value Creation?

1. Understanding Customer's Value Needs 2. Creating the Value Proposition 3. Communication the Value Proposition 4. Delivering the Value Proposition

What is the Industrial Economy?

1860-1960 - major advances occur in manufacturing and transportation - strategic resources are natural and capital resources - Business is defined by its products and its factories - sales success depends on meeting sales quotas

When did the marketing era begin?

1950's : Salesperson in position to collect information on buyer needs

When did the consultative era emerge?

1960's-1970's : Buyer needs identified through two-way communication; negotiation replaces manipulation

What is the information economy?

1960-2020 - major advances occur in information technology - strategic resource is information - business is defined by customer relationships - sales success depends on adding value

When did the partnering era emerge?

1990 - Present: Customer is Driving force and adaptive selling is emerging

What are the 4 P's of the Marketing Mix?

Product, Place, Price, Promotion

Sales and Profits

What comes from customer focus and customer value?

High Quality Relationships

What do salespeople in this era focus on?

Customer-centric companies

Which companies usually succeed?

What is value-added selling?

a series of creative improvements within the sales process that enhance the customer experience.

What is a presentation strategy?

a well-developed plan for meeting objectives for each sales call

What is a relationship strategy?

a well-thought-out plan for establishing, building, and maintaining quality relationships. It is a a form of personal selling that focuses on securing, developing, and maintaining relationships.

What is the Marketing Concept?

achieving organizational goals depends on knowing the needs and wants of the target markets and delivering the desired products

what are strategies in consultative selling?

are prerequisites to tactical success

What are tactics in consultative selling?

are techniques, practices, or methods

When did the strategic-selling era begin?

early 1980's : more focus on strategy and account management

What is a customer strategy?

emphasizes that a salesperson must learn as much as possible about the prospect

What is consultative selling?

emphasizes the role of a salesperson and evolved from the marketing concept?

What are types of outside salespeople?

field salespeople, sales or application engineers, and missionary salespeople

What is a knowledge worker?

focused on creating, using, sharing, and applying knowledge - managerial personnel - professionals - entrepreneurs - marketing personnel

What are direct salespeople?

independent contractors who represent manufacturer and Internet sales

What is adaptive selling?

means to alter sales behaviors during interactions to improve communication

What is personal selling?

occurs when a company representative interacts directly with a customer or prospective customer to present information about a product or service

What is non-selling?

people have to do this every day whether it is influencing employees, co-workers, leaders, clients, or prospects. Selling skills are especially valuable to knowledge workers.

What is a product strategy?

plan that helps salespeople make correct decisions concerning the selection and positioning of products to meet identified customer needs

What is a Customer Strategy

plan that results in maximum responsiveness to the customer's needs

What are customer service representatives? (CSR)

rely primarily on the telephone and the Internet to communicate with customers, to identify new prospects, and to carry out other sales activities.

What are CRM programs?

sales automation software programs that manage the information about customers - salesforce - Microsoft Dynamics

What is the role of a salesperson?

someone who could listen to prospect needs and offer solutions in a non-manipulative way

What is strategic planning in consultative selling?

the process that matches the firms resources to its market opportunities

What are inside salespeople?

those who perform selling activities at the employer's location.

What are outside salespeople?

travel to meet prospects and customers in their places of business or residence.