Selling and Negotiations Test 1 CH. 1-5

Salespeople who work for a firm and promote the firm's products to other firms are known as______

Missionary salespeople

Authorized agents of a company have the authority to

legally obligate their firm in a business transaction.

Business defamation

Making unfair or untrue statements to customers about a competitor, its products, or its salespeople.

Speaking rate Listening Rate

-120-160wpm -800wpm

Identify the responsibilities of salespeople who work with resellers.

-Assist the resellers in selecting which prod. to sell -Educate resellers on how to sell & service products -Help set up point-of-purchase displays and promotions

Which of the following are ways which salespeople can add value to the selling situation?

-By providing an interface between the buying and selling firms -By creating meaning out of conditions that arise and conversations that occur

Identify the ethical alternatives for a salesperson who can't live within the company compensation plan and expense policies.

-Convince the firm to alter its compensation plan or expense policy -Search for another job

It is unethical to

-Exaggerate the adv. of a product -ANSWERING QUESTIONS w/out knowing the answer

-New tasks -Modified rebuys -Straight rebuys

-Executives & engineers -Production and purchasing managers -Purchasing agents

Match the communication methods with descriptions: -Unpaid Methods -Paid Methods

-Firms have less control over these methods -Firms have more control over these methods

Salespeople develop active listening skills by:

-Focus on the ideas of the speaker -Repeat info. received

Features of the multi-attribute model of product evaluation and choice.

-It helps understand the factors individual members of a buying center consider in assessing selecting products -It is usually used in complex buying decisions that involve several vendors

In the context of a salesperson-company relationship what is considered unethical?

-Neil, reports a sales call after failing to get an appt. -Stefan, who reports a brief intro. of a product as demonstration

-Contact people -Noncontact people

-Perceive the other groups as cold and unfriendly -Perceive the other group as overly friendly and obtrusive

Which of the following typically are part of sales jobs?

-Prospecting for new customers and increasing sales to existing customers -Demonstrating products to customers and writing orders -Negotiating price and delivery terms with customers

In the context of the characteristics of salespeople, identify the aspects of emotional intelligence (EI)

-Realizing one's own feelings as they arise -Utilizing one's emotions to interact constructively w/ customers -Identifying customers' emotions

In context of nonverbal communication, identify the facial cues that something is wrong

-Reddening of face -A tightness around the cheeks

Identify the bases of the financial rewards of selling

-Salespeople must have a certain level of skill -Salespeople must be sophisticated to sell

Match types of business-to-business channels with their descriptions: -Direct sales to a biz customer -Sales through distributors

-Salespeople working for a producer call directly on other producers -A producer assigns salespeople to sell to distributors

In the context of the location of salesperson-customer contact, match the types of salespeople with their Descriptions: Field Salespeople Inside Salespeople

-Spend considerable time in customer's place of business, face to face -Work at their employer's location and comm. over the phone

Identify the factors that are focused in the descriptions of sales jobs

-The significance of a customer's purchase decision. -The level of a buyer-seller relationship

Identify the systems that are primarily advisable for a salesperson to know when using secondary sources to develop prospect lists

-The standard industrial classification (SIC) code -The North America industry classification system (NAICS) code

-Rational needs -Emotional needs

-They are associated w/ the performance of a product -They are related to the personal rewards and gratification of a person purchasing a product

Manipulation-? Persuasion-?

-Unethical -Ethical

-Advertising, internet -Word of mouth

-Used in early stages of buy process -Signif. in the proposal evaluation and supplier selection steps of the buying process

Identify the instances where legal principals controlling buying and selling are ideally straightforward.

-When the purchase occurs once -When the transaction is simple

Lubrication? Subordination?

-involves small amt's of money -Involves giving large amt's of money

Indications that a customers smile is real:

-lifting down of skin above the eyes -Presence of contracted muscles around the eyes

Arrange the steps of the selling process:

1. Prospecting 2. Planning for the sales call 3. Making the sales call 4. Strengthening the presentation 5.Responding to objections 6. Obtaining commitment 7. Building partnering relationships after the sale

The average time required to complete a purchase is _____

5 months

lost for good

A buyer who gives all business to one vendor is considered lost for good for all of the out-suppliers because the buyer has cemented this relationship for a long period of time. See also always a share.

Noncompete Clause

A clause in a contract that limits one party, in this case the salesperson, from working for a competitor.

Merchandise markets

A form of exhibition or trade show used in fashion industries for manufacturers to sell products to retailers.

80-20 listening rule

A guideline that suggests salespeople should listen 80 percent of the time and talk 20 percent of the time.

lead qualification system

A process for qualifying leads.

insight selling

A prospecting method whereby salespeople evaluate prospects who do not necessarily have a clear understanding of what they need but who are in a state of flux and have been shown to be quite agile in making changes (that is, they are able and willing to act quickly when a compelling case is made to them).

house accounts

Accounts assigned to a sales executive rather than to the specific salesperson responsible for the territory containing the account.

What makes the decisions routine, minimizing the chances of a poor decision?

Converting buying decisions into straight rebuys

adaptive selling

Approach to personal selling in which selling behaviors and approaches are altered during a sales interaction or across customer interactions, based on information about the nature of the selling situation.

Why should salespeople know about their own products ad their competitor's products?

As the salespeople are regularly required to compare their products w/ their competitors' products

A type of just-in-time (JIT) control system where a vendor manages inventory levels for a customer is known as______

Automatic replenishment

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

identify a body angle preferable for a salesperson while comm. w/ a customer

Body movements directed toward the customer

Resellers are?

Business, typically a distributor or retailer, that purchases products for resale.

Gatekeepers

Buying center member who influences the buying process by controlling the flow of information and/or limiting the alternatives considered. Sometimes called barrier or screen.

deciders

Buying center member who makes the final selection of the product to purchase.

How can salespeople illegally interfere w/ their competitors

By confusing a competitor's market research by purchasing products from stores

standard memorized presentation

Carefully prepared sales story that includes all the key selling points arranged in the most effective order; often called a canned sales presentation.

Expressives

Category in the social style matrix; describes people who are both competitive and approachable. They are high on assertiveness and responsiveness.

Amiables

Category in the social style matrix; describes people who like cooperation and close relationships. Amiables are low on assertiveness and high on responsiveness.

Law that grows out of court decisions

Common Law

Selling firms determine which go to market strategy to use for each customer based on certain factors. One such factor that pertains to the estimated value of a Customer over the lifetime of the customer's relationship with a seller is called______

Customer lifetime value (CLV)

Sales people report information about expenses sales forecast competitor activities calls made future calls scheduled business conditions and unsatisfied customer needs to their firms most of this information is included in a______

Customer relationship management (CRM) system

A responsibility of the salesperson as a client relationship manager Is to assist customers identifyProblems offering informationAbout potential solutions and providing after scale service to make sure that they have long-term satisfaction. The phrase often used to describe this is_________

Customer-Centric

In the context of responsibilities of salespeople as client relationship managers a feature of six Sigma selling programs is that they are created to_______

Decrease errors introduced by a companies selling system to practically zero

assertiveness

Dimension of the social style matrix that assesses the degree to which people have opinions on issues and publicly make their positions clear to others.

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

efficient consumer response (ECR) systems

Distribution system that drives inventory to the lowest possible levels, increases the frequency of shipping, and automates ordering and inventory control processes without the problems of stockouts and higher costs.

analogy

Drawing a parallel between one thing and another.

The core principle at work in considering ethics in professional selling is that of ___

Fairness

True of false: it is essential for salespeople to overdress

False

True or False: The rules of the federal DO not call registry apply to business phones

False

True or false: A goal of selling is to create an experience that is exclusively in the best interest of a buyer

False

True or false: in the context of voice characteristics, customers tend to appreciate the expertise of salespeople who talk much faster than the normal rate of 140wpm

False

True or false: the activities of sales people are independent of the type of selling job they choose

False

The act passed in 1863 during the Civil War to encourage citizens to press claims against vendors that fraudulently sold to the US gov. is called the_____

False claims act

Identify a consequence of the industrial revolution in the 1800s

Firms began to manufacture goods for cheaper

referral events

Gathering designed to allow current customers to introduce prospects to the salesperson in order to generate leads.

In the context of body patterns, identify the salespeople's eye positions that can have a negative effect on customers.

Glancing from face to face rapidly or staring at a wall has the opposite effect

Identify an example of a buyer for original equipment manufacturers (OEMs).

Globex Inc. buys microprocessors from another firm to make laptop computers

Biggest customers for goods and services in the US are ____

Gov. agencies

In the context of salespeople being account team managers and their firms it has been found that salespeople who try to sell a product alone______

Have greater turnover intentions

Identify a characteristic of a typical salesperson

He or she communicates to many people daily

face to face communication develops_____

High trust

Samson, who works for cloth-manufacturing factory, notices that one of the 2 fabric dyeing machines in the factory is not working properly. Identify the step of an organizational buying process illustrated in this scenario.

Identifying a need or an issue

In the context of sales puffery, the credulous person standard of Canada means that _______

If a reasonable person can misunderstand a product's descriptive statement, company and the salesperson have to pay damages.

An effect of a customer-focused perspective of selling is that it _____

Increases the importance of ethics

Nicholas works for an electronics company. During a sales talk, he confronts a customer, Hannah, who makes lewd sexual comments. In this scenario what should the salesperson do?

Inform Hannah in person that her behavior is not acceptable

buying center

Informal, cross-department group of people involved in a purchase decision.

Trade secrets are?

Information owned by a company that gives it a competitive advantage.

What is the CAN-SPAM Act?

Intended to reduce e-mails generally includes speculations..

In the context of international ethics and illegal issues in selling, identify a true statement about the Foreign Corrupt Practices Act (FCPA).

It was amended to allow US companies to pay small lubrication pmts to foreign officials when they are customary in a culture

Sarah, a salesperson, decides to leave her job. In this scenario, she should______

Leave the job after providing adequate notice

Analyticals are

Low on assertiveness and low on responsiveness

In context w/ nonverbal comm, identify a customer who gives a positive signal to a salesperson using hand gestures

Natile, who keeps her palm open upward

When a customer purchases a product or service for the first time, a_______ situation occurs.

New task

webinars

Online seminar.

systems integrators

Outside vendor who has been delegated the responsibility for purchasing; has the authority to buy products and services from others.

Kickbacks

Payments made to customers based on the amount of orders placed

The phenomenon of human-driven interaction between and within individuals or organizations in order to bring about economic exchange within a value-creation context is known as________

Personal Selling

Sophia is a salesperson for a moving company. In the context of a buyer-seller relationship, when dealing with an existing customer, Sophia must__________

Place emphasis primarily on developing a buyer-seller relationship and serving the customer.

just-in-time (JIT) inventory control

Planning system for reducing inventory by having frequent deliveries planned just in time for the delivered products to be assembled into the final product.

Laws that limit the amt. of info. that a firm can obtain about a consumer and specify how that info. can be used or shared are known as________ laws

Privacy

Value analysis

Problem-solving approach for reducing the cost of a product while providing the same level of performance. See also quantifying the solution.

active listening

Process in which the listener attempts to draw out as much information as possible by actively processing information received and stimulating the communication of additional information.

cold canvass method

Prospecting method in which a sales representative tries to generate leads for new business by calling on totally unfamiliar organizations; also called cold calls.

endless-chain method

Prospecting method whereby a sales representative attempts to get at least one additional lead from each person he or she interviews.

center-of-influence method

Prospecting method wherein the salesperson cultivates well-known, influential people in the territory who are willing to supply lead information.

modified rebuy

Purchase decision process associated with a customer who has purchased the product or service in the past but is interested in obtaining additional information.

straight rebuy

Purchase decision process involving a customer with considerable knowledge gained from having purchased the product or service a number of times.

Creeping commitment

Purchase decision process that arises when decisions made early in the process have significant influence on decisions made later in the process.

Who's more responsive?

Ray, who gestures regularly

In context of the approaches taken by salespeople to change perceived value of a product, identify the simplest strategy to implement that is typically used by firms as a last resort.

Reducing the price of a product

Who's versatile?

Robert, who notices many sides of an issue

In the context of the sales job continuum, which of the following salespeople require a higher level of creativity than the others?

Ryan who deals with a field customer

A transfer of a title of goods from a seller to buyer for a price is a ______

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 analytical methods is known as _________ ___________

Selling analytics

Supply chain management (SCM)

Set of programs undertaken to increase the efficiency of the distribution and inventory management system that moves products all the way from suppliers to the producer's facilities and then to the end user.

Reciprocity agreements are illegal under the ______ if one company forces another company to join the agreement.

Sherman Antitrust Act

Samantha, a salesperson, delivers a sales talk to a group of customers. In the context of the usage of gestures, in order to positively impact the customers, Samantha should___

Show the palm of her hand

Derived demand

Situation in which the demand for a producer's goods is based on what its customers sell.

A technological component of the comm, transaction, and relationship building functions of a business that leverages the network of customers and prospects to promote value co-creation is known as

Social media

Noises

Sounds unrelated to the message being exchanged between a salesperson and a customer.

In the context of voice characteristics, a speaker can use articulation at its best when

Speaker opens his or her mouth correctly

who among the following salespeople is considered more assertive than the others?

Stanley who is competitive and makes many statements

In the context of the types of feedback salespeople receive from sales managers, identify a scenario that best illustrtes the concept of diagnostic feedback

Stephen, a sales manager, shares his knowledge with Rita, a salesperson, about the pros and cons of the selling

Jake, a customer, buys a new car from Trumotors INC, with features that will be added by a third-party vendor. Sean the salesperson coordinate the efforts of the vendor with true motors Inc.In this scenario Sean as a sales person is playing the role of a_______

Supply chain logistics and channel manager

outlined presentation

Systematically arranged presentation that outlines the most important sales points. Often includes the necessary steps for determining the prospect's needs and for building goodwill at the close of the sale.

Isabella is a salesperson at Speedec Motors Inc. Her manager asks her to lie about the mileage when selling cars. Based on ethical standards, isabella should?

Tell the manager what she thinks about lying to a customer

intimate zone

That physical space around a buyer that is reserved primarily for a person's closest relationships. See also social zone, public zone, and personal zone.

Acts that ban unfair business practices that can diminish competition

The Sherman Antitrust Act of 1890, the Clayton Act of 1914, the Federal Trade Commission Act of 1914, and the Robinson-Patman Act of 1934 prohibit unfair business practices that may reduce competition.

Which component of the 2 way comm. process conveys to a sender that a receiver has not received the message?

The feedback from the receiver's expression

customer referral value (CRV)

The monetary value of the referral as well as the costs to get and maintain the referral.

social zone

The physical space around a person in which business transactions and other impersonal relationships are comfortable for the person. See also public zone, intimate zone, and personal zone.

qualify the lead

The process of determining whether a lead is in fact a prospect.

Response time

The time between sending a message and getting a response to it.

How do a salesperson's colleagues usually respond when he or she engages in unethical behavior such as poaching?

They don't support the salesperson

What should salespeople do to break into a straight rebuy situation?

They should give customers concrete info. to make them treat the purchase as a modified rebuy.

In the context or the categories of social styles, what should salespeople do when they deal with an analytical?

They should make sales presentations that acknowledge the customer's technical expertise

How should salespeople use the voice characteristic called inflection when comm?

They should speak w/ enthusiasm, letting customers establish an emotional connection

Why should salespeople have a clear sense of right and wrong?

To have good, long-term relationships with their customers and companies

True or False: A salesperson can be required to sign a nondisclosure agreement with firms because they may possess info. that can damage the customer

True

True or False: Sophisticated companies build interactive databases that include info. about leads, prospects, and customers

True

True or False: effective salespeople should know the ways in which businesses make purchase decisions and individuals evaluate product alternatives.

True

True or false: due to downsizing, job changes, or retirements of buyers, a salesperson often needs to prospect even in existing accts

True

Legal guide to commercial practice in the US is

Uniform Commercial Code

Selling is completely related to creating _______ , which is the total benefit that a seller's products and services provide to a buyer.

Value

As part of the strategy of supplier relationship management, organizational buyers regularly utilize _____

Vendor analysis

An affirmation by a seller that the products will perform as represented is known as a ______

Warranty

When can salespeople utilize loudness as a voice characteristic?

When highlighting some parts of a sales presentation to indicate that these parts are more important

Headquarters selling involves selling to buyers in the headquarters of a buying firm. A feature of salespeople involved in headquarters selling is that they_____________

Work with buyers to create new systems and strategies

Gestures at chest level show?

You are really passionate about a topic

In the context of a modified rebuy situation, salespeople with out-suppliers need customers to______

actively consider changing suppliers

According to the multiattribute model of product evaluation and choice, she should____

add a new dimension to the product

A customized presentation given by a salesperson acts as a crucial step in cultivating a partnering relationship w/ customers because it _____

allows the salesperson to show empathy toward the customers

In the context of the parties to a buying decision, a typical characteristic of users is that they______

are important in new-task and modified rebuy situations

Due to the unusual freedom and flexibility offered by sales jobs, typically salespeople_____

are similar to independent entrepreneurs

In order to be successful, a salesperson must_______

be able to implement adaptive selling

To break, the vendor loyalty barrier presented by risk reduction approaches to the buying process, salespeople working w/ out suppliers should______

build trusting relationships with buyers by offering performances guarantees

Capital equipment salespeople are required to work w/ a # of people included in a purchase decision because________

capital equipment purchases ideally demand major financial commitments

A characteristic of drivers is that they______

concentrate on the present and make decisions based on facts

In a salesperson-company relationship, professionally salespeople should____

consider their companies interests first

As part of the third step in the organizational buying process, potential suppliers use the specifications of a product to______

create proposals

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

Studies have shown that the brain can actually lose it's ability to understand nonverbals if face-to-face contact_______

decreases

According to the principals for a salesperson wanting to dress for success proposed by Vicki West, salespeople should______

dress based on weather patterns of a region

A strategy that customers are more interested in early involvement by possible vendors in situations involving purchasing components as part of new product development that when buying other types of products is known as________

early procurement involvement

If a salesperson doesn't have information on a product what should you do when asked questions ethically?

educate customers about the product's specific performance as much as possible

a customer uses broader and more vigorous arm movements...this indicates

emphatic about the ideas he or she communicates verbally

Sales training methods that help develop adaptive selling skills, such as the social style matrix, emphasize the need to____

encourage salespeople to base their sales presentations on customer analysis

While comm w/ customers through the phone salespeople must_______

enhance conversations using verbal cues such as Uh-huh, I see etc.

What does networking primarily mean in selling?

establishing connections to other people and then using those networks to generate leads, gather information, generate sales, and so on.

Internet sites that are customized for particular target markets are known as

extranets

True or false: heavy colognes and perfumes are acceptable

false

True or false: in marketing exchanges, emotional intelligence (EI) is adversely related to performance and retaining customers

false

Deborah, a salesperson, sells cosmetic products. In order to identify a customer's social style, Deborah should_____

focus on the customer's behavior and ignore how she feels about the behavior

A salesperson should be good at genius management. It means that he or she should

go beyond dealing w/ documents to gain knowledge from experts w/in his or her firm

Opening paragraph in a sales letter should

grab attention

What's true about exclusive sales territories

in those territories, a particular salesperson can sell only to certain prospects

Having a positive ethical envir. in a firm helps_____

increase salespeople's commitment to the firm

The person who begins the buying process is known as an _______

initiator

Communication programs that coordinate the use of various vehicles to maximize the total impact of the programs on customers are known as _______ _______ _______

integrated marketing communications

the zone that is primarily used for a person's closest relationships is known as the___

intimate zone

In the context of adaptive selling skills, identify a true statement about the social style matrix

it is a training program that companies utilize to help salespeople modify their comm. styles

According to Mike Krause, once she connects with a prospect, she should_____

learn what organizations and groups the prospect belongs to or follows

In terms of the principals for a salesperson wanting to dress for success proposed by Vicki West, salespeople need to___

let their industry norms decide the general parameters for appearance choices

As part of the economic criteria of businesses, they use a technique for deciding the price of equipment or supplies over their useful lives. This technique is known as_______

life-cycle costing

Peter, a salesperson, creates a Twitter account to effectively connect with buyers. In this scenario, to accomplish his intention, he should____

make a link to things that may be interesting to the buyers

During the final step of 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 body language patterens, salespeople should understand that______

natural gestures are the most effective gestures

Written agreements to the UCC between a salesperson and a customer are required for sales_____

over $500

A difference between manufacturers' agents and distributors and retailers is that the manufacturers' do not______

possess the ownership of the products

Expressives prefer sales presentations with ______

product demonstrations and creative graphics rather than factual statements and technical details.

When dealing with Alex, she finds that he is an amiable based on the categories or social styles. In this scenario, Samantha should_____

provide Alex with guarantees about the performance of the product

Melissa, attempts to make a cold call to set up an appt. It goes to VM. In this scenario she should_____

refrain from leaving a message

In the context of active listening, salespeople should verify info. received from a customer by____

repeating what the customer said word for word

Benjamin a salesperson, meets his customer before starting the sales talk. In the context of the guidelines for salespeople to shake hands w/ customers, when the customer offers his hand, he should ______

respond w/ a firm handshake along w/ good eye contact

Mia, a salesperson, engages in international selling. In this scenario, while communicating w/ a customer in English, Mia should utilize___

rules of grammar more strictly

Organizations whose go-to-market strategies rely heavily on salespeople are called _______ _______ - ________.

sales force-intensive

To influence a driver, ______

salespeople need to use a direct, businesslike, organized presentation with quick action and follow-up.

Natalie, a salesperson, works for a microprocessor company. In order to target buyers for original equipment manufacturers (OEM's), she should________

show that the microprocessors help the buyers manufacture products that will offer superior value

Individuals who provide leads for a salesperson for a fee are known as______

spotters or bird dogs

Customers that purchase a lot from a selling firm at a lower service cost are sometimes referred to as______

star clients

A feature of a sales training program based on the social style matrix is that is______

stresses that effective selling involves factors beyond comm. the benefits of a products

Quality criteria can include what?

such objective measures as the number of defects per thousand products, the amount of time a machine operates before needing service, or the number of items a system can process in a given period of time.

During a sales call it is not advisable to _______

talk about negative attributes of a competitors product as it makes customers assume that she's biased towards her firm

Customers tend to engage in long-term relationships only with salespeople who______

trustworthy and dependable

In the context of illegal business practices, a buyer needs to buy one product in order to get another product in a _______ _______

tying agreement

When communicating w/ customers through email, salespeople should_____

understand the customer's preferences for email

In order to overcome the reluctance to call prospects, a salesperson should_____

understand the economic value of most prospecting activities

When communicating w/ customers, salespeople should

use short words and phrases to show strength and force

Adaptive selling provides salespeople with the opportunity to______

utilize the most constructive sales presentations for individual customers

The primary objective of restating or rephrasing a customer's comment by a salesperson is to_____

verify the customers intention