Chapter 2 Study Plan
The ___________ strategy is a well-thought-out plan for establishing, building, and maintaining quality relationships.
relationship
Creating an appealing value proposition, communicating the value proposition, and delivering on the value proposition are ________.
the three components of value creation
The salespeople who will be rewarded in the information economy are those that have ________.
the skills, knowledge, and motivation to create value at every step of the sales process
Which key element of the "problem-solver stage" relates to a salesperson's ability to collect information regarding the customer's needs and responding appropriately?
Adaptive selling
Need assessment, problem solving, relationship building, and sales follow-up are key to which of the following?
Consultative selling
Coincidental with the era of marketing and the age of information, which of the following is of primary importance to business success?
Customer satisfaction
Personal selling is typically considered a major method in what part of the marketing mix?
Promotional strategy
Corning, a maker of glass products, formed a relationship with Samsung, a South Korean manufacturer of televisions. This is an example of which of the following?
Strategic account partnership
What is the purpose of Salesforce.com?
To provide CRM support for sales force and marketing personnel
The goal of ______________ is to achieve a marketplace advantage by teaming up with another company whose products or services fit well with its own.
a strategic selling alliance
Establishing a relationship based on trust, carefully identifying the customer's needs, and identifying the best possible solutions are ways that salespeople can _______________
create a value
The information economy rewards those salespeople who have the skills, the knowledge, and the motivation to ________ at every step of the sales process.
create value
The definition of value-added selling is a series of ________.
creative improvements that enhance the customer's experience
Under the marketing concept, ________ are the paths to sales and profits.
customer focus and value
Once the marketing concept becomes an integral part of a firm's philosophy, its management seeks to develop a network of marketing activities that maximize
customer satisfaction and ensure profitability
The four broad strategic areas in the Strategic/Consultativedash-Selling Model are __
developing a relationship strategy, developing a product strategy, developing a customer strategy, and developing a presentation strategy
The sweeping change in personal selling models has moved from peddling to
long-term consultative problem solving and value-added partnering
Consultative selling is a natural extension of the
marketing concept
Consultative selling, which is an extension of the marketing concept, emphasizes
need identification
Strategic account management is the highest form of __
partnering
The stages of the evolution of the sales process are the
persuader stage and then problem-solver stage
Becoming a product expert, selling benefits, and creating value-added solutions are the three prescriptions for__________________ strategy.
product
Which area of the Strategic/Consultativedash-Selling Model focuses on establishing, building, and maintaining connectivity with customers?
relationship strategy
Strategic selling evolved in the 1980s and involves the preparation of a carefully conceived plan to accomplish
sales objectives
The plan that includes strategies that you use to position yourself with the customer before the sales call even begins is called the ________
strategic selling plan
Partnering is a
strategically developed, long-term relationship that solves the customer's problems
Since the beginning of the information age, personal selling has evolved through three distinct developmental periods:
the consultative selling era, the strategic selling era, and the partnering era
Strategic account management seeks ________ with a limited number of key customers.
the development of strategic partnering relationships
