MARK3337_Test1Review

The video clip from Jerry Maguire emphasized three key qualities that people seek out in salespeople to establish a relationship and credibility. They are all of the following EXCEPT?

-Being enthusiastic Being honest Being accountable Demonstrating concern for customer welfare

The three things you can choose to do when your values are in conflict are all of the following EXCEPT?

-Go to the media to report it Ignore the influence of your values Voice strong opposition Refuse to compromise your values

The four sources of sales training include all of the following EXCEPT?

-HR training Corporate-sponsored training Training provided by commercial vendors Certification programs

THE MARKETING ERA BEGAN DURING WHICH TIME PERIOD

1950'S

THE DEVELOPMENT OF A PERSONAL SELLING PHILOSOPHY INVOLVES ALL OF THE FOLLOWING EXCEPT

A FULL APPLICATION OF THE TENNETS OF THE FREE ENTERPRISE SYSTEM -A FULL ACCCEPTANCE OF THE MARKETING CONCEPT -ASSUMING THE ROLE OF A PROBLEM-SOLVER IN HELPING CUSTOMERS MAKE COMPLEX BUYING DECISIONS -DEVELOPING AN APPRECIATION FOR THE EXPANDING ROLE OF PERSONAL SELLING IN OUR COMPETATIVE NATINAL AND INTERNATIONAL MARKETS

IN CONSULTATIVE SELLING, THE CUSTOMER IS SEEN AS

A PERSON TO BE SERVED

HAROLD TIMMONS IS IN A POSITION TO CLOSE A LARGE SALE IF HE CONCEALS CERTAIN INFORMATION THAT THE CUSTOMER NEEDS TO MAKE AN INTELLIGENT BUYING DECISION. HAROLD'S SALES MANAGER ENCOURAGES HIM TO WITHHOLD THE INFORMATION AND SAYS, "YOU WILL NOT BE BREAKING ANY LAW." WHICH OF THE FOLLOWING STATEMENTS WOULD MOST LIKELY HELP HAROLD IN THIS SITUATION

A SALESPERSON'S ETHICAL SENSE MUST EXTEND BEYOND THE LEGAL DEFINITION OF RIGHT AND WRONG

In consultative selling, the customer is seen as:

A person to be served

THE VIDEO CLIP OF THE OFFICE WHERE THEY WENT OUT IN TEAMS OF TWO TO SELL DEPICTED THE IMPORTANCE OF WHICH OF THE FOLLOWING?

ADAPTIVE SELLING

Alan Karbashian spends all day driving from customer site to customer site for sales meetings in his job with a national medical parts manufacturer. Alan is considered

An outside sales rep

SARAH IS A SALESPERSON FOR A CONCRETE COMPANY. SHE IS CURRENTLY WORKING ON A PROPOSAL TO SUBMIT FOR A BID TO THE UNIVERSITY OF HOUSTON FOR THE NEW PARKING GARAGE BEING BUILT. SARAH WORKS IN WHICH OF THE FOLLOWING CHANNELS?

BUSINESS GOODS CHANNEL

WHICH OF THE FOLLOWING SECTORS WOULD NOT BE CONSIDERED TO BE A PART OF THE SERVICE INDUSTRY?

CHEMICALS

The ultimate goal of the "marketing concept" is:

Customer satisfaction

THE ABILITY TO MONITOR OUR OWN FEELINGS AND THE FEELINGS OF OTHERS, AND MANAGE EMOTIONS IN OUR RELATIONSHIPS IS REFERRED TO AS

EMOTIONAL INTELLIGENCE

PETER KUMAR HAS DEVELOPED A SOFTWARE APPLICATION THAT WILL REDUCE THE COSTS AND INCREASE SERVER SPEED FOR CORPORATIONS OF ALL SIZES. EVEN WITH THIS USEFUL APPLICATION, PETER STILL NEEDS TO DEVELOP PERSONAL SELLING SKILLS IN ORDER TO

EXPLAIN HIS APPLICATION TO OTHERS WHO CAN BUY IT

WELL-TRAINED SALESPEOPLE CAN ADD VALUE TO THE TRADITIONAL RETAIL SHOPPING EXPERIENCE WHEN SELLING TO CONSUMERS. A RETAIL SALESPERSON MIGHT INVOLVE WHICH OF THE FOLLOWING PRUDUCTS?

FASHION APPAREL, PERSONAL COMPUTERS AND RECREATIONAL VEHICLES

THE EXAMPLE USED IN CLASS FOR THE 4 P'S TO DEPICT LUXURY, NICHE MARKETS WAS WHICH OF THE FOLLOWING

FERRARI

THE STEPS TO A SELF-IMPROVEMENT PLAN INCORPORATE ALL OF THE FOLLOWING EXCEPT

FOCUSING ON WINNING AT ALL COSTS -SETTING GOALS -USE VISUALIZATION -REWARD YOUR PROGRESS

THE EXAMPLE USED IN CLASS FOR THE 4 P'S TO DEPICT MASS MARKETING WAS WHICH OF THE FOLLOWING

FRITO LAY

In the video from the Office when the women were communicating with a client, they were using verbal communication to connect and relate.

False

Once an entrepreneur's company is successful, the entrepreneur no longer has to sell.

False

The uniform commercial code is a major source of laws influencing data and privacy

False

The video shown from the Office about Dwight's speech represented financial income.

False

Transactional selling is a strategically developed, high-quality, long-term relationship that focuses on solving the customer's buying problems.

False

THE CEO OF SWIFTLINK SPENDS ONE WEEK EACH MONTH GOING TO SALES APPOINTMENTS WITH VARIOUS SALESPEOPLE IN THE COMPANY. IN ADDITION TO ASSISTING THE SALESPEOPLE WITH PRESENTATIONS, A LIKELY REASON THE CEO GOES ON SALES CALLS IS TO

GATHER INFORMATION ON CUSTOMER NEEDS AND PREFERENCES

SALESPEOPLE HAVE AN ADVANTAGE OVER WORKERS IN OTHER POSITIONS WHEN BEING CONSIDERED FOR PROMOTION TO POSITIONS OF GREATER RESPONISIBILITIES BECAUSE SALESPEOPLE

HAVE HIGH VISIBILITY WITHIN COMPANIES ALREADY RELATIVE TO OTHER POSITIONS

The depiction in the lecture video of the "American Family" on television throughout the decades depicted the importance of which of the following as it pertains to marketing and sales?

How we have evolved as a society and a marketplace

Which of the following is an accurate statement regarding the communication model?

It is composed of four distinct quadrants, each representing a major communication style.

PSYCHIC INCOME IN SELLING MOST LIKELY REFERS TO WHICH ONE OF THE FOLLOWINGl?

JOB RECOGNITION GIVEN TO SALES PERSONNEL

IN THE VIDEO CLIP OF THE OFFICE, WHERE RYAN (THE YOUNGER WHITE MAN) WENT OUT WITH STANLEY (THE OLDER AFRICAN-AMERICAN MAN) ON A SALES CALL, THE FIRST THING TYAN SHOULD HAVE DONE IS WHICH OF THE FOLLOWING?

KNOWN WHO HE WAS CALLING ON BEFORE THE CALL

Based on the communication style model, a customer who is higher in dominance tends to do which of the following?

Likes to control things

RESEARCH INDICATES THAT WHEN TWO PEOPLE COMMUNICATE, NONVERBAL MESSAGES CONVEY

MUCH MORE IMPACT THAN VERBAL MESSAGES

THE VIDEO FROM "THE OFFICE" WHERE THE TWO LADIES (KAREN AND PHYLLIS) WENT ON A SALES CALL AND SOLD TO A CLIENT DEMONSTRATED THE IMPACT OF WHICH OF THE FOLLOWING?

NONVERBAL COMMUNICATION

ALAN KARBASHIAN SPENDS ALL DAY DRIVING FROM CUSTOMER SITE TO CUSTOMER SITE FOR SALES MEETINGS IN HIS JOB WITH A NATIONAL MEDICAL PARTS MANUFACTURER. ALAN IS CONSIDERED A/AN

OUTSIDE SALES REP

ALL OF THE FOLLOWING ARE ELEMENTS OF THE MARKETING MIX EXCEPT

PERSONNEL -PRICE -PLACE -PROMOTION -PRODUCT

COMPANY POLICIES AND PRACTICES ARE A PART OF ETHICS BECAUSE THEY INCORPORATE ALL OF THE FOLLOWING EXCEPT

POLICIES ARE WRITTEN BUT NOT NECESSARILY MEANT TO BE ENFORCED -COMPANY POLICIES AND PRACTICES HAVE MAJOR IMPACT ON EMPLOYEE CONDUCT -ASSIST IN DEVELOPING ETHICAL POLICY STATEMENTS THAT FORCE A COMPANY TO TAKE A STAND -POLICIES SHOULD INCLUDE GUIDELINES FOR DISTRIBUTER RELATIONS, CUSTOMER SERVICE, PRICING, PRODUCT DEVELOPMENT, ETC

TRANSACTIONAL SALES ARE WHEN THE BUYER FOCUSES ON WHICH OF THE FOLLOWING?

PRICE AND CONVENIENCE

CRM SOFTWARE IS USED TO HOLD INFORMATION ABOUT

PROSPECTS AND CUSTOMERS

THE VIDEO FROM "THE OFFICE" SHOWED IN CLASS WHERE DWIGHT (THE TOP SALESMAN) WAS GIVEN A SALES AWARD AND GAVE A SPEECH WAS AN EXAMPLE OF WHICH OF THE FOLLOWING?

PSYCHIC INCOME

Trust in transactional sales relies upon trusting which of the following:

Product or Service

A WELL-THOUGHT-OUT PLAN FOR ESTABLISHING, BUILDING, AND MAINTAINING QUALITIY RELATIONSHIPS IS A

RELATIONSHIP STRATEGY

A CUSTOMER WHO DISPLAYS THE REFLECTIVE COMMUNCATION STYLE CAN ACCURATELY BE DESCRIBED AS

RESERVED

IN THE VIDEO CLIP FROM "THE OFFICE" WHERE THEY DISCUSSED ETHICS, MICHAEL (STEVE CARRELL'S CHARACTER) DEMONSTRATED WHICH OF THE FOLLOWING INFLUENCES?

SALES MANAGER AS A ROLE MODEL

THE PROMOTION ELEMENT OF A MARKETING PROGRAM CAN BE SUBDIVIDED INTO THE AREAS OF

SALES PROMOTION, PUBLIC RELATIONS, PERSONAL SELLING AND ADVERTISING

THE BUNDLE OF FACTS, OPINIONS, BELIEFS AND PERCEPTIONS THAT YOU HAVE ABOUT YOURSELF ARE REFFERED TO AS WHICH OF THE FOLLOWING

SELF-CONCEPT

OUT OF ALL THE BUSINESS CHANNELS, WHICH ONE EMPLOYS THE OVER 80% OF THE UNITED STATES WORKFORCE?

SERVICE CHANNEL

THE SCALE DESIGNED TO MEASURE THE AMOUNT OF CONTROL WE EXERT OVER OUR EMOTIONAL EXPRESSIVENESS IS THE

SOCIABILITY CONTINUUM

ACHIEVING A MARKETPLACE ADVANTAGE BY TEAMING UP WITH ANOTHER COMPANY WHOSE PRODUCTS OR SERVICES FIT WELL WITH YOUR OWN IS REFERRED TO AS A

STRATEGIC SELLING ALLIANCE

WHEN WE MOVE INTO THE EXCESS ZONE FOR OUR COMMUNICATION STYLE, WHICH OF THE FOLLOWING USUALLY HAPPENS?

STYLE FLEXING DECREASES?

A CUSTOMER WHO COMBINES LOW DOMINANCE AND HIGH SOCIABILITY DISPLAYS WHICH OF THE FOLLOWING STYLES?

SUPPORTIVE

The bundle of facts, opinions, beliefs, and perceptions that you have about yourself are referred to as which of the following?

Self-concept

WHICH OF THE FOLLOWING WOULD E CONSIDERED A SECONDARY DECISION-MAKER?

THE ADMINISTRATIVE ASSISTANT WHO WORKS FOR THE CEO OF AN ESTABLISHED CUSTOMER

THE EFFECTIVE EXCHANGE OF INFORMATION IS THE FOUNDATION OF MOST ECONOMIC TRANSACTIONS. THIS IS KNOWN AS

THE INFORMATION ECONOMY

In the example provided by the Office video on ethics, which of the following was the example of company policies and practices?

The Binder covering corporate ethics

Adapting to the customer's preferred communication style can enhance sales performance.

True

Communication style is an important aspect of our personality.

True

Consultative-style selling which emerged in the late 1960s and early 1970s, is an extension of the marketing concept

True

Emotional intelligence refers to the capacity for monitoring our own feelings and those of others, along with motivating ourselves and managing our emotions.

True

Nonverbal messages can reinforce or contradict the words that were spoken.

True

Salespeople today need to have more education and skills than salespeople did in the past

True

The goal of strategic alliance is to achieve a marketplace advantage by teaming up with another company whose products fit well with your own.

True

Your values influence your attitude which influences your behavior

True

ACCORDING TO THE TEXT AND LECTURE ______ INFLUENCES ______, WHICH THEN INFLUENCES ______

VALUES, ATTITUDES, BAHAVIORS