personal selling exam 1

A ________ system can enable the selling company and the salesperson to see everything in one place—a customer's previous history with you, the status of their orders, any outstanding customer service issues, and more.

CRM/Customer Relationship Management

Relationship selling involves building and maintaining customer ________ over a long period of time—not just meeting periodic sales quotas

trust

________ refers to the characteristics of openness, honesty, and sincerity displayed by salespeople in their communications

Candor

________ focuses on the net present value of a customer's business over the span of its relationship with an organization

Customer lifetime value (CLV)

New goods and services tend to have lower price elasticity levels than do existing goods and services, making them less suitable for personal selling as a promotion mix medium

FALSE

Nonprofit organizations have little need for sales personnel.

FALSE

One of the disadvantages of personal selling is that its use makes it more difficult for the firm to develop a personal relationship with its customers

FALSE

The promotion mix consists of three main elements of marketing communication: advertising, sales promotion, and personal selling

FALSE

Relative to other marketing communication tactics, personal selling is on average the least expensive (true or false?)

FALSE, personal selling is the most effective marketing communications medium.

For sales managers, one benefit of greater use of digital technology is that the selling environment has become less complex. This makes it much easier to hire and train new sales representatives.

False

________ purchases are new to the purchasing organization, typically involving high information needs, a high number of purchasing participants, and an extended timeline

New-task

________ purchases are new to the purchasing organization, typically involving high information needs, a high number of purchasing participants, and an extended timeline.

New-task

________ is the to-way flow of communication between a buyer and a seller, paid for by the seller and seeking to influence the buyer's purchase decision.

Personal selling

________ purchases are made on a frequent basis. The customer has a significant history to rely upon for these purchases, and they require little time or energy.

Straight-rebuy

A key advantage to personal selling is that face-to-face interactions with a customer facilitate a firm's ability to provide more detailed and individualized information about its products and services

TRUE

According to research by author Daniel Pink, people spend roughly 40 percent of their work time in nonsales selling—that is, persuading, influencing, and convincing others in ways that don't involve making a purchase.

TRUE

In complex sales settings, sales engineers commonly interact with counterparts within the customer's buying center to address technical questions.

TRUE

Personal selling is a more appropriate promotional mix element when a firm markets high-priced or high-involvement items that elevate buyer risk perceptions

TRUE

A ________ orientation describes the extent to which salespeople place the customer's interests ahead of their own or those of their company.

customer

Research has shown that maintaining high ________ standards on the part of sales personnel is a critical driver of long-term sales success

ethical

Of all members of the buying team, the ________ role has been changed most dramatically in recent years due to technological advancements

gatekeeper

Of all members of the buying team, the ________ role has been changed most dramatically in recent years due to technological advancements.

gatekeeper

Simon works at a large transportation company and is routinely involved in high-touch transactions over the phone and through email. His position could best be described as a

inside salesperson

Salespeople who are of high ________ have a strong core set of values they adhere to regardless of the situation

integrity

If a customer is being challenged by a ________ need, they are not even aware that the need exists.

latent

Social ________ is the monitoring of your brand's social media channels for any customer feedback and direct mentions of your brand or discussions regarding specific keywords, topics, competitors, or industries

listening

Which member of the buying team negotiates final terms and makes the actual purchase?

purchaser

Since very few firms can expect to survive on the profits generated from one-time transactional sales, ________ selling has become increasingly important.

relationship

Louie's job involves generating insights from sales data, trends, and metrics with the goal of helping his firm better forecast and improve future sales performance. Louie would best be described as a(n)

sales analyst

Salespeople at Pitney Bowes, a global technology company, systematically utilize LinkedIn to network and distribute more timely and useful information to B2B buyers. This approach is known as

social welling