Chapter 13 - Homework 9

Closing a sale with a particular customer is a​ short-term ________​ orientation, but the selling process must also take a​ ________ orientation and look at the long term.

transactional; relationship

In general, sales promotion campaigns should​ ______________________.

be customer relationship building

The four elements of a compensation plan for salespeople are​ __________.

A fixed​ amount, a variable​ amount, expenses, and fringe benefits

The first decision a manager must make in sales force management is​ _______________.

Designing sales force strategy and structure

High sales force costs necessitate an effective sales management process consisting of which of the following​ steps?

Designing sales force strategy and structure and recruiting and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople.

A​ salesperson's role as​ a(n) ________ demands creative​ selling, social​ selling, and relationship building.

Order getter

​_________________________ are the objectives of trade promotions.

Getting retailers to carry new items and more​ inventory, buy​ ahead, or promote the​ company's products and give them more shelf space

Which of the following statements about personal selling is​ correct?

Many customers are unable to distinguish the salesperson from the company.

Which of the following statements about personal selling is​ correct?

Salespeople are often the only direct contact with a customer.

Which of the following is a drawback to social​ selling?

Some things cannot be presented over the internet

What characteristics are possessed by the best​ salespeople?

The best salespeople are the ones who work closely with customers for mutual gain.

After recruiting and selecting​ salespeople, what is the next major step in sales force​ management?

Training salespeople

Depending on the type of​ promotion, a marketer develops and implements the sales promotion program by using three key promotion tools. These are ​__​____________.

consumer promotion tools​, trade promotion​ tools, or business promotion tools

Sales promotion campaigns call for setting sales promotion objectives. In​ general, sales promotions should be ​________.

consumer relationship building

With companies becoming more​ market-oriented, the sales force plays a key role in​ ________ and​ __________________________.

engaging​ customer; developing and managing profitable customer relationships

What is the final step in the​ seven-step personal selling​ process?

follow up

After the presentation and demonstration step in the sales​ process, a salesperson should next be prepared to​ _______.

handle objections

During the presentation and demonstration step in the personal selling​ process, the salesperson needs to be prepared to​ _________.

handle objectives

Personal selling can be more effective than advertising in complex selling situations because it is​ ______________________________.

interpersonal

Personal selling can be very effective in complex selling situations because it involves​ ________ interactions and engagement between salespeople and individual customers.

interpersonal

The sales force sells products by engaging​ customers, presenting its​ offerings, answering​ objections, negotiating prices and​ terms, closing​ sales, servicing​ accounts, and​ ________.

maintaining account relationships

It's time for the Super​ Bowl, and the​ end-of-the-aisle displays at the supermarket feature​ chips, dips, and soft drinks. What type of sales promotion tool is​ this?

point of purchase

Most companies today want their salespeople to​ _______, which means demonstrating and delivering superior customer value and capturing a return on that value that is fair for both the customer and the company.

practice value selling

At which stage in the selling process does a salesperson attempt to learn as much as possible about the organization​ (what it​ needs, who is involved in the​ buying) and its buyers​ (their characteristics and buying​ styles)?

preapproach

One consumer promotion tool is​ _______, which are goods offered either free or at low cost as an incentive to buy a product.

premiums

GE Healthcare employs different sales forces for diagnostic​ imaging, life​ sciences, and integrated IT products and services. GE Healthcare has adopted a​ ______ sales force structure.

product

Personal selling involves a​ multiple-step process. The first step is​ ______________ and the last step is​ _______________________.

prospecting and​ qualifying; follow-up

The performance difference between an average salesperson and a top salesperson can be substantial.​ Therefore, at the heart of any successful sales force operation is the​ ______ of good salespeople.

recruitment and selection

After sales promotion campaign objectives are​ set, the next steps are​ ________, and then​ __________________________.

selecting​ tools; developing and implementing the sales promotion program

After determining the type of promotion to​ use, marketers then must decide on the​ _______ and the​ ______.

size of the​ incentive; conditions for participation

The​ fastest-growing sales trend is the explosion in​ ________, which is using​ online, mobile, and social media in selling.

social selling

The​ fastest-growing sales trend today is​ ______________.

social selling

​_______ is the use of​ online, mobile, and social media to engage​ customers, build stronger customer​ relationships, and augment sales performance.

social selling

Strong relationships with the salesperson will result in​ ________.

strong relationships with the company and its products

More than a​ territory, compensation, and​ training, new salespeople need​ ________________.

supervision and motivation

During the presentation step in the personal selling​ process, the salesperson​ ______________.

tells the buyer a​ "value story"

Justin, Inc., a​ U.S.-based watch​ manufacturer, sells its products in​ China, Russia,​ France, and India. To manage​ sales, Justin appoints a number of sales representatives to each location. Justin has adopted a​ ________ sales force structure.

territorial

Companies often divide sales responsibilities along three lines. These are a​ _____, _____, or​ ____ sales force​ structure, which can also be combined.

territorial, product, customer

At which step in the personal selling process does a salesperson meet the customer for the first​ time?

to approach

To set its sales force​ size, a company can first group accounts into different classes according to​ size, account​ status, or other factors related to the amount of effort required to maintain the account. It then determines the number of salespeople needed to call on each class of accounts the desired number of times. This is called the​ ______ approach.

workload

As companies become more​ market-centered, a​ customer-focused sales force​ __________________.

works to produce both customer satisfaction and company profit

​____________________ are promotional tools that can be used to attract consumers.

​rebates, coupons, price​ packs, and samples

The​ seven-step selling process takes a​ __________ approach to selling. In other​ words, its aim is to help salespeople close a specific sale with a customer.

​transaction-oriented