Chapter 17 Concept Quiz

Which of the following is a written document or professional presentation that outlines how the company's product will meet the client's needs?

sales proposal

Determining how the company's products can best satisfy the customer's needs describes which step in the sales process?

developing and proposing solutions

During which step in the sales process must the salesperson ensure that delivery schedules are met and that goods and services have performed as promised?

following up

Identifying the customers most likely to have needs that the company can fill describes which step in the sales process?

generating leads

Technology impacts personal selling because it changes the nature of the __________________ about a product or company.

information flow

A customer chatting with customer service at a company's online store is an example of which type of common touch point between companies and customers?

web-based interactions

Determining whether the leads actually have the need, authority, and buying power to be legitimate prospects describes which step in the sales process?

Qualifying leads

Carefully selecting salespeople describes which function of sales management?

Recruiting and training the sales force

Which of the following is a form of lead generation in which the salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status?

cold calling

Relationship selling is a multistage process that emphasizes ___________________________and ____________________as key ingredients.

personalization and empathy

A customer entering a discount card number when checking out at grocery store is an example of which type of common touch point between companies and customers?

point-of-sale interactions

Which of the following factors favors personal selling?

A customized product

Which of the following are examples of campaign management?

- Designing targeted marketing communications - Cross-selling other products - Retaining loyal customers

Which of the following statements describe relationship selling?

- It is focused on maintaining the client relationship over an extended period of time. - High levels of trust are required to develop and maintain the relationship over an extended period of time. - Sales techniques are focused on identifying customers' needs and wants to reach the best solution.

Which of the following statements describe transactional selling?

- Low to limited levels of trust are required between the salesforce and the customers. - It focuses on closing the sale as quickly as possible. - It often uses repetitive, nonflexible presentations.

Which of the following are advantages of personal selling compared to advertising?

- Personal selling can be the most effective method for actually obtaining a sale. - Personal selling allows for a more detailed explanation of the product. - The sales message can be customized for each prospect, including answering questions and handling objections.

Which of the following statements describe the impact of technology on personal selling?

- Potential customers can rely on each other by using channels such as social media. - Potential customers can now conduct their own product research. - Potential customers can enter the sales situation with as much or even more information than the salesperson.

Which of the following are disadvantages of personal selling?

-It can be difficult to keep the message consistent to all customers. - Salespeople can be pushy or can convince customers to buy something they don't need. - The cost per contact is much higher than other promotion methods.

Which of the following factors favors advertising and sales promotion?

A product that is easy to understand

Which function of sales management might include grouping sales staff by product or geography?

Determining the sales force structure

Monitoring customer satisfaction and retention describes which function of sales management?

Evaluating the sales force

Which of the following is the step of the sales process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement?

negotiation

A fixed payment made periodically to an employee is a __________________ . A _____________________ is a payment tied directly to the sales or profits a salesperson achieves.

salary; commission

A company providing customer service via Twitter is an example of which type of common touch point between companies and customers?

social CRM