Chapter 14 quiz

What does the P in SPIN selling stand for? Select one: a. presentation b. problem c. payoff d. pre-approach e. professional

b. problem

Missionary sales are influenced by people who: Select one: a. share religion outside their own geographical area. b. contribute to the financial stability of a particular church. c. recommend a product to others. d. work for a religious denomination. e. none of the above

c. recommend a product to others.

Making telephone calls to leads provided by marketing services or from other lists.

Telemarking

Establishing sales goals and objectives for each major customer.

Account planning

An approach to selling in which sales personnel work closely with customers to help solve problems.

Consultative selling

An estimate of the amount and type of competitive activity that is likely to occur in an industry.

Industry forecast

Sales made indirectly through people who do not obtain orders but influence the buying decision of others.

Missionary sales

A two-way process in which the salesperson listens to the customer to identify needs and then describes how the product will fulfill them.

Presentation

Examining prospects to identify those with the authority and ability to buy the product.

Qualifying

Forging bonds between buyer and seller to gain loyalty and mutual satisfaction.

Relationship selling

Selling that involves people from most parts of the organization, including top executives, working together to create a relationship with the buying organization.

Team selling

Which of the following identifies the four characteristics most often associated with good salespeople, as stated in the text? Select one: a. goal direction, empathy, applications knowledge, ethics/trustworthiness b. ethics, empathy, ego, applications knowledge c. goal direction, sympathy, applications knowledge, ethics/trustworthiness d. low quotas, goal direction, applications knowledge, empathy e. closing, goal direction, empathy, applications knowledge

a. goal direction, empathy, applications knowledge, ethics/trustworthiness

The selling approach that creates bonds between buyers and sellers in an effort to gain loyalty and mutual satisfaction is called: Select one: a. relationship selling. b. consultative selling approach. c. traditional selling approach. d. persuasive selling. e. cyclical selling.

a. relationship selling.

Action objectives that encourage salespeople to engage in certain tasks, such as prospecting calls, service calls, sales calls, demonstrations and visiting new accounts.

activity quotas

The salesperson's first formal contact with the potential customer.

approach

Which type of sales personnel has one-to-one contact with customers via the internet or telephone? Select one: a. field salesperson b. inside sales c. retail salesperson d. service salesperson e. technical salesperson

b. inside sales

An opinion leader who can be quickly qualified as a potential customer because of his or her standing in the community.

center of influence

The point at which the salesperson obtains the first order from the customer.

closing

Contacting a lead for the first time.

cold calling

A prediction of unit or dollar sales for a given period, in total or broken down by product, segments or other categories, and based on the marketing strategy that will be put in place.

company sales forcasing

A Nike salesperson who calls on a retail sporting goods chain is considered a: Select one: a. retail salesperson. b. detail person. c. technical salesperson. d. field salesperson. e. telemarketing representative.

d. field salesperson.

There are seven steps in person selling. What is the sixth step? Select one: a. organize information and develop a call plan b. approach: secure an interview and/or gain attention and interest c. present case and build relationships d. manage objections and close the sale e. service

d. manage objections and close the sale

What are the three basic sales approaches? Select one: a. consultative, traditional, progressive b. traditional, progressive, relationship selling c. persuasive, traditional, consultative d. traditional, consultative, relationship selling e. partnering, consultative, relationship selling

d. traditional, consultative, relationship selling

Sales that result from the salesperson's direct interaction with a consumer or company.

direct sales

Which of the following is not a circumstance (setting) in which selling occurs? Select one: a. global sales b. inside sales c. over-the-counter sales d. executive and team selling e. closing sales

e. closing sales

Which of the following is NOT a function (responsibility) of a salesperson? Select one: a. communicate company policy b. implement the marketing strategy c. provide feedback d. make ethical decisions e. insure proper installation

e. insure proper installation

An interpersonal connection in which the salesperson knows precisely how the prospect feels and communicates that understanding.

empathy

An estimate of the economic, political and social factors likely to affect the level of spending for the types of products or services being forecast.

environmental forecast

After-sales service to ensure customer satisfaction in order to obtain repeat business.

follow-up

Territory Planning complete the steps in personal selling: (7 steps)

identify potential customers, their sales potential, and frequency with which they will be contacted about various products 1. planning 2. Prospect 3. Organize information & develop a call plan 4. Approach: secure an interview and/or gain attention/interest 5. present case and build relationships 6. manage objectives and close the sale 7. service

All those who may have need of a company's product.

leads

Looking for potential customers within the company's target markets.

presentation

A potential customer interested in the seller's product.

prospect

Quantitative objectives used to direct sales force activity and evaluate performance.

quotas

A lead provided by a qualified prospect.

referral

A travel plan for calling on prospects that is developed to save time and minimize expenses.

routing schedule

Profitability objectives for customers, products and market segments.

sales profit quotas

All the actual and potential customers, often within a specified geographic area, for which the salesperson has responsibility.

sales territory

Unit or dollar objectives, usually set by market segment, product or service line, and average volume per customer.

sales volume quotas

Identifying potential customers, their sales potential and the frequency with which they will be contacted about various products.

territory planning

Emphasizing persuasive techniques to get consumers to buy a company's products.

traditional sales approach