MKT 3302 - Personal Selling
Identify the bases of the financial rewards of selling.
-Salespeople must be sophisticated to sell. -Salespeople must have a certain level of skill.
Match the types of behaviors of salespeople with their ethical implications Manipulation Persuasion
-Unethical -Not unethical
Regan wants to develop a long-term relationship with his customers. To accomplish this objective, Regan will pay close attention to:
the evaluation of product performance.
Ivan sells customized computer software and hardware to small businesses. To make a sale to Anastasia, he has offered to discount $100 if she buys the product immediately. He initially quotes $100 more than his company's list price; his bargain price is the list price. Ivan has:
used deception in trying to make a sale.
Selling is completely related to creating __________, which is the total benign that a seller's products and services provided to a buyer.
value
Arrange the processes involved in the event step of an organizational buying process in the correct order of occurrence.
A buying firm places a purchase order with the selected supplier. The selected supplier ships the product ordered by a buying firm. A buying firm examines the goods received from the selected supplier. A buying firm pays the selected supplier for the product ordered.
Assuming company policies do not prohibit gift giving, which of the following gifts would be most appropriate for a salesperson selling earthmoving equipment to give to a potential customer?
A coffee mug with the company name, logo, and telephone number imprinted on it
Which of the following could be a problem area in the salesperson-company relationship?
All of the above
Which of the following members of the buying center would typically be involved in a value analysis? A representative from the engineering department Members of the purchasing department Technical experts from the production department Technical experts from the quality control department All of the above
All of the above
Which of the following questions should one ask oneself to determine whether a sales behavior or activity is unethical?
All of the above.
Why is it crucial for salespeople to be involved in the initial steps of an organizational buying process?
As a customer becomes increasingly committed to a unique course of action during the steps in the buying process
In the given equation used to calculate a buyer's profit, known as the Personal Value Equation, Identify the value represented by "A." Personal Value Equation = A - (B + C)
Benefits received
Match the approaches taken by salespeople to change perceived value of a product (in the left column) with their description (in the right column). Decreasing the rating for a competitive product Increasing or decreasing an Importance weight Adding a new dimension to the product
Can be a dangerous strategy as customers encourage salespeople who say good things about their products, not bad things about competitive products Focuses on increasing the importance a customer places on an attribute on which a product excels 'Encourages a customer to consider a new attribute, one on which the products has superior performance
Which of the following is an example of a kickback?
Chantal pays a department store buyer five percent of all the orders placed by the store.
Match the entities who should bear the responsibility of ay loss or damage of goos incurred during transportation (in the left column) with the conditions that need to be fulfilled (in the right column). The buyer The seller
Contract terms of a sale mention free on board (FOB factory. Contract terms of sale mention free on board (FOB) destination.
Which of the following is NOT one of the aspects of emotional intelligence?
Controlling customer's emotions to avoid conflict
In the context of the location of salesperson-customer contact, match the types of selling (in the left column) with their descriptions (in the right column) Field selling- Inside selling-
Deals more with problem solving with customer than the other type of selling Deals more with reacting to customer-initiated request
_____ ______ means that purchases made by original equipment manufactures (OEMs) and resellers ultimately rely on the demand for their products, either other organizations or consumers.
Derived demand
_____ sell products made by a number of manufacturers to businesses.
Distributor salespeople
Identify the responsibilities of salespeople who work with resellers. (Check all that apply).
Help set up point-of-purchasee displays and promotions Assist the resellers in selecting which products to sell Educate the resellers on how to sell and service products
Hailey works for an automobile-manufacturing factory. She notices that one of the auto parts manufacturing machines has stopped working, Identify the step of an organizational buying process illustrated in this scenario.
Identifying a need or an issue
Match the components of end-user buying situations (in the left column) with their description (in the right column). Capital equipment items Overhaul (MRO) supplies Services
It consists of major purchases, such as mainframe computers and machine tools, that a producer uses for a number of years, It consist of paper towels and replacement parts for machinery. It consist of employment agencies, consultants, transportation, and Internet and telephone connections.
According to the United Commercial Code (UCC), match the types of warranties (in the left column) with their definitions (in the right column). An implied warranty- An expressed warranty-
It is not literally stated but is still an obligation defined by law. It is a written or an oral statement given by a seller.
In the context of the laws that govern salespeople, match the types of laws (in the left column) with their descriptions (in the right column). Statutory laws Administrative laws
Laws based on legislation passed either by state legislatures or by Congress Laws established by local, state or federal regulatory agencies
_____ work for a manufacturer and promote the manufacturer's products to other firms that buy the products from distributors or other manufacturers, not directly from the salesperson's firm.
Missionary salespeople
Match the medium used by customers to seek information to reduce risk when a purchase is important (in the left column) with their description (in the right column). Advertising, the internet, and sales literature Word-of-mouth information from friends and colleagues
Mostly used in the early steps of the buying process Significant in the proposal evaluation and supplier selection steps of the buying process
In the context of the types of buying decisions, a(n) _____ - _____ situation occurs when a buyer purchases a product or service for the first time.
New-task
Match the types of organizational and personal needs (in the left column). Rational needs Emotional needs
Organizational needs such as profit gains Personal needs of the members of a buying center
Laws that limit the amount of information that a firm can obtain about a consumer and specify how that information can be used or shared are known as ______ laws.
Privacy
Match the types of offerings made by a salesperson (in the left column) with their examples (in the right column). Tangible benefits- Intangible benefits-
Products such as watches and outfits. Services such as banking and insurance policies.
Reginald is a reseller who is deciding which new products he will add to his gift and card store. Which of the following elements must he consider while making this decision?
Profit margin, turnover, and effort
Identify the typical straight rebuy situations. (check all that apply).
Purchase of overhaul (MRO) supplies and services Reorders of original equipment manufactures (OEMs) product components
Identify the buying situations that engage buyers working for producers. (Check all that apply).
Purchasing products and services to assist the manufacturing operation of a firm Purchasing products that will be included in the products manufactured by a firm
In the context of the characteristics of salespeople, identify the assets of emotional intelligence (EI).
Realizing one's own feelings as they arise. Identifying customers' emotions. Utilizing one's emotions to interact constructively with customers.
Which of the following statements about salesperson relationships with customers and prospects is true?
Rejection is an inevitable part of making initial contacts with potential customers.
In the context of service of businesses, arrange the steps involved in value analysis in the correct order of occurrence.
Representatives from the supplier and the purchasing department and technical experts from engineering, production, or quality control form a team. The team for value analysis examines a product's function. The members of the team for value analysis brainstorm regarding various factors to decrease a products costs but keep its performance high.
Match the types of business-to-business distribution channels (in the left column) with their descriptions (in the right column). Direct sales to a business customer- Sales through distributors-
Salespeople working for a producer call directly on other producers. A producer assigns salespeople to sell to distributors.
Identify the ethical alternatives for a salesperson who cannot live within the company compensation plan and expense policies. (Check all that apply)
Search for another job Convince the firm to alter its compensation plan or expense policy
Under the _____, a reciprocity agreement is not legal when one company forces another company to join the agreement.
Sherman Antitrust Act of 1890
Arrange the steps that help sales people choose right postures and body movements in the correct fo occurrence.
Stand before a mirror Shift the weight until tension in the back and neck gets minimum Slowly pull the shoulders up and back and raise the head Walk by taking a few steps and maintain the pace deliberate without halting
Identify the acts that ban unfair business practices that can diminish competition. (Check all that apply.)
The Robinson-Patman Act of 1934 The Clayton Act of 1914 The Sherman Antitrust Act of 1890 The Federal Trade Commission Act of 1914
Identify the components of quality criteria of businesses. (Check all that apply).
The amount of the time a machine works before needing service The number of defects found per thousands products
Match the components of supply chain management (SCM) (in the left column) with their examples (in the right column). Logistics systems Vendor evaluation processes
The just-in-time (JIT) inventory control system Supplier relationship management (SRM) systems
Identify the factors that are focused in the description of sales jobs. (Check all that apply.)
The level of a buyer-seller relationship. The significance of a customer's purchase decision.
What should salespeople do to improve communication with customers?
The should try to minimize noises in the environment.
What should salespeople do to determine the right thing to do? (Check all that apply.)
They should depend on their own codes of ethics They should determine the right thing to do based on their firms' codes of ethics
In the context of the responsibilities of salespeople as client relationship managers, identify the reasons why salespeople need to work with other people in a firm.
To make sure deliveries are made on time. To make sure questions or complaints are addressed quickly. To ensure operators, who use equipment, are trained. To ensure proper installation of equipment
Why do buyers for original equipment manufactures (OEMs) buy goods?
To utilize the goods in making their products
Identify the situation in which a tying agreement is considered legal. (Check all that apply.)
When a firm's reputation relies on the proper functioning of equipment When a seller proves that the products mentioned in the agreement must be used together
Identify the instances where the legal principles controlling buying and selling are ideally straightforward.
When the purchase occurs only once When the transaction is uncomplicated
In the context of the levels of listening, salespeople who project themselves into the mind of a speaker and attempt to feel the way the speaker feels practice _____ _____.
active listening
According to the Uniform Commercial Code (UCC), a person who acts in place of his or her company is known as an _____.
agent
Material requirements planning (MRP) systems: are an important element in JIT programs. can be used to forecast sales. can be used to develop production schedules. minimize costs by scheduling delivery dates that minimize the amount of inventory needed. all of the above
all of the above
When using life-cycle costing as one of the criteria for evaluating and selecting a supplier for a new oil well drilling platform, a purchasing agent should look at: the initial cost of the platform. the estimated maintenance cost for the platform over a ten-year period. how soon the platform will need to be replaced. the cost of installing the platform at a drilling site. all of the above.
all of the above
Ryan is trying to dispel the myth that the role of salespeople is to "sell refrigerators to Eskimos." He tells his salespeople that their organization needs to be a customer-centric organization that helps customers:
all of the above.
Jackson likes his major parts supplier for his automobile repair business but always buys some of the parts from another competitor. Jackson is using a(n) _____ strategy.
always a share
In the context of the people involved in a purchase decision, an attribute of users is that they _____.
are significant in new-task and modified rebuy situations
Salespeople engage in _____ when they ignore a purchasing agent's (PA) policy against contacting other employees without the PA's permission, and directly contact other people involved in the purchasing decision.
backdoor selling
When salespeople ignore a purchasing agents policy, go around his or her back, and contact other people directly involved in the purchasing decision, the engage in ______.
backdoor selling
To break the vendor loyalty barrier presented by risk reduction approaches to the buying process, salespeople working with out-suppliers should _____.
build trusting relationship with buyers by offering performance guarantees.
An informal, cross-department group of people involved in a purchase decision is known as the _____ ______.
buying center
Most of the skills required to be a successful salesperson:
can be learned.
In the context of international ethical and legal issues in selling, unlike lubrication payments by sellers, subordination payments by sellers are ____.
considered unethical even in countries where bribery is common
Salespeople should have the trait of having imagination and inventiveness and using them to come up with new solutions and ideas, known as _____.
creativity
In Canada, where puffery is more closely monitored than in the United States, a salesperson told a customer a particular oven would cook meat better than any other oven in the market. The salesperson might be guilty of violating the:
credulous person standard.
Selling firms determine which go-to-market strategy to use for each customer based on such facts as he estimated value of the customer over the lifetime of the relationship, often called _______.
customer lifetime value
Salespeople at HiSign Electronics Inc. store their delivery reports, customer details and call report information in their laptop computers. In this scenario, most of the stored information can be accessed from the company's
customer relationship management (CRM) system
As a client relationship manager, a salesperson should understand that _________.
customers today demand 24/7 service
Withholding information or lying to a customer is known as _____, which is clearly manipulative and is unethical.
deceiving
In the context of the people involved in a purchase decision, people who make the final choice of a buying process are known as ______.
deciders
Weston makes uniforms and overalls for employees in any industry where there is a potential for fire injury. It uses fabric from Indie Fabric Co. for all of the uniforms it manufactures. If there is a decrease in the demand for products in the chemical industry, then there will be a decrease in employment in that industry. This will lead to a decrease in the demand for such uniforms. Since fewer uniforms will be needed, the sales for Indie fabric will decrease. This is an example of:
derived demand.
Generally, a buying process initiates due to the _____.
dissatisfaction of users with a product used by a firm
A group of people and firms accountable for the flow of products and services from a producer to an ultimate user is known as a __________ _________.
distribution channel
The set of people and organizations responsible for the flow of products and services from producer to ultimate consumer is called a firm's:
distribution channel.
Hammond Inc. supplies its retailers with handheld Crownlink electronic data interchange terminals. All of its retailers use these terminals to transmit merchandise orders to Hammond in Kansas City. Their inventory is always stocked as needed. Shipments are made daily as required by individual retailers. This is an example of a _____ system.
efficient consumer response
The evaluation and selection of products and suppliers are affected by the needs of both the organization and the individuals making the decision. These needs are categorized as:
emotional and rational.
The principle governing the behavior of a person or a group are known as ______.
ethics
A(n) _____ is an oral or written statement by the seller about how a product will perform.
expressed warranty
Salespeople who spend most of their time selling their company's products in the customer's place of business are:
field salespeople.
In the context of salespeople being account team managers in their firms, it has been found that salespeople who try to sell a product alone _____.
have a greater turnover intentions
In the context of the people involved in a purchase decision, people inside or outside a firm who directly or indirectly provide information during a purchasing process are called _____.
influencers
Advance Machine Company makes industrial strength floor cleaning equipment. In support of its sales force, it ran ads in trade journals aimed at supermarkets, entertainment venues, educational institutions, and other places that have a lot of foot traffic. It created an Internet website for customers to preview its products. It set up a toll-free number for clients to call and created a direct marketing piece that offered discounts and rebates on orders. Advance Machine Company used:
integrated marketing communications.
Material requirements planning and electronic data interchange are elements of:
just-in-time inventory control.
The manager of the linen section of a department store purchases towels only from a salesperson from the Bona Fide Textile Company. The salesperson pays him five percent of the total sale once the order is placed. This is an example of a:
kickback.
During the final step or an organizational buying process, salespeople are required to _____.
make sure that the purchasing agents are satisfied with the communications and delivery
In the context of straight rebuy situations, to maintain storm relationships with customers and to ensure that they do not consider other suppliers, salespeople must _____.
make sure that their products continue to receive favorable assessments
In the context of customer distribution channels, independent businesspeople who are paid a commission by a firm for all products or services sold are known as ______.
manufacturers' agents
In the context of business-to-business distribution channels, salespeople who work for a firm and promote the firm's products to other firms are known as
missionary salespeople
In the context of the types of buying decisions, an _____ ______ situation occurs when a customer has bought the product or a similar product in the past but is interested in gaining new information.
modified rebuy
The phenomenon of human-driven interaction between and within individuals or organization in order to bring about economic exchange within a value-creation context is known as ________ ________.
personal selling
According to the court decision related to the Robinson-Patman Act, the practice fo giving unjustified special prices, discounts, or services to some customers and not to others by a seller is known as _______ ______.
price discrimination
Court decisions related to the Robinson-Patman Act define _____ as a seller giving unjustified special prices, discounts, or services to some customers and not to others.
price discrimination
A nature of sales job is that it _______.
provides salespeople with unusual freedom and flexibility
The practice of introducing a minimum price below which their distributors or retailers could not resell their products is known as _______ _______ which is legal in some situations.
resale price maintenance
Customer who purchase finished products or services with the intention to resell them to businesses and consumers are known as ____.
resellers
According to the Uniform Commercial Code (UCC), the transfer of title to goods by a seller to a buyer for a consideration called price is called an ____.
sale
Glowing descriptions such as "our service cannot be beat" are referred to as ______ ______, which cannot be reasonably relied by customers.
sales puffery
An effort to gain insights into customers by utilizing sophisticated data mining and analytic methods is known as ________ _________.
selling analytics
It's early on a Friday morning, and before she goes out to see any of her customers, Ruth checks her company's database to make sure deliveries scheduled for some of her customers went out earlier in the week. This activity is a component of _____.
servicing customers
The utilization of Web tools that permit users to share content, interact and develop communities around similar is known as _____ _____.
social networking
