MKT 310 Exam 1 Study Guide
In today's online world, it seems like everyone has Amazon Prime and shops online. The fact is, e-commerce accounts for less than ______ percent of total retail sales. E-commerce is expected to account for ______
10, 13
We speak at approximately____ words per minute, but we listen at approximately ____ words per minute
125, 400-500
pinterest- linkedin- youtube- instagram- facebook- twitter-
41% highest average income most used in the U.S. one of the fastest growing 74% 46%
Strategic alliance - Modified rebuy - Straight rebuy - New-task buy -
A business partership in which all parties... A product or service that has... A routine repurchase... A purchase made by...
Which of the following are soft skills
Ability to work with people Personality traits
Indicate which of the following is appropriate or not appropriate email etiquette.
All answers are "dont"
Which of the following people are appropriate to ask for an informational interview
All answers are correct
Andrew Sykes, district sales manager, at Astra Zeneca, and featured in the professional video ride along in chapter 5 suggest that when using digital communication you_______
Always check your grammar and punctuation
When asking someone to serve as a reference, which of the following is true
Always tell them the title of the position Always asking advance Always provide each reference with a copy of your résumé
" you do what I think I might want to do. I'd like the opportunity to meet with you to talk about how you got into the business.," is a good way to request:_____
An informational interview
Jeremy is interviewing a sales rep position at google......... indicate which of the following is appropriate or not appropriate business etiquette for the situation
Appropriate business etiquette: Put the water glass on the right Not appropriate business etiquette : Order spaghetti Offered to pick up the check Offer to leave the tip Put the bread on the right
Jesse just finished her internship.... This is the ideal time for her to_________
Ask for a letter of recommendation
When you are writing an email, including someone as a_____........... including someone as a_____ means, you're sending a copy to someone other than the addressee
BCC , CC
According to Tonya Murphy sales executive at Pandora and the featured professional in the video right along in chapter 3 best advice about building relationships is which of the following
Be authentic Be transparent What people understand who you are Give without expecting things and return
Ralph can get overwhelmed during the day...... when Ralph is busy doing administrative tasks, he's not able to_________
Be in front of the customer
Which of the following is considered to be ethical behavior
Being accountable Operating with integrity Adhering to company policies Open and honest communication
Not a Social Selling Activity
Building a relationship with the brand, cold calling
Which of the following demonstrates empathy
Congratulations on being chosen to attend State University We're happy you're here please check in at the front desk We want to improve your customer experience, so please take a minute to complete the short survey
A successful brand is always unique, _________, relevant and has an emotional connection with its customers
Consistent
The Walt Disney company's VoluntEARS program encourages employees to..... this is an example of______
Corporate social responsibility
Katie really wanted the job that was posted but she was frustrated that her résumé might get lost in the shuffle with all the other submitted. She remembered that the campus career center said that a ______ what is one of the best ways to say yourself apart when applying for a job.
Cover letter
Which of the following is true about communication?
Craft your communication thinking about your receiver Communication should be brief in specific
Raul is a sales rep for acto food distributors. His plan is to call on each customer at least once a month to touch base and see how he can help each customers business. This describes the call ______
Cycle
Which of the following is a specific statement?
Delivery will arrive by 10:00 today I'll get back to you on Tuesday by noon
Sheree is going on an informational interview..... indicate which of the following Sheree should do or not do before, during, and after her informational interview
Do: Bring extra copies of her résumé Prepare questions to ask during the interview Send a thank you email after the interview Don't : Ask for the job is she likes what she hears? Dress a little bit more casual since this is not a job interview
In the social style matrix which two styles have similarities
Drivers and analytical's
Jonathan was working with a customer who is very demanding......... Today he was especially angry, but he didn't show it. He knew the situation would be better if he kept his emotions in check in this situation, Jonathan exhibited ________ _______
Emotional, intelligence
Derek is a sales rep for a furniture store......... in this example Derek demonstrated______
Empathy
Trust is a critical element to being successful in sales. How do you sales people build trust
Engage in open and honest communication Follow through on the promises they make
According to Paul, VP of sales at Beasley media group, and the teacher of the video ride along in chapter 2, when you are in sales, you are an ______ . You run your own _______.
Entrepreneur, business
According to Andrew Sykes, district sales manager at AstraZeneca.... Which of the following is true
Everyone has different methods they preferred for communication Digital communication is permanent
Networking list should always include which of the following
Family friends Friends Friends family Family Professors
Choose the type of statement that best describes each of the following
General statement: We'll have a table ready in a few minutes Insulation will not be expensive I'll call you next week with the answer Specific statement : Everything is included - solid dinner, dessert and coffee or tea You can pick it up in 10 minutes
There are many technology companies located in Silicone Valley, many entertainment companies located in Los Angeles and many fashion companies based in New York. These are all examples of ___________
Geographic concentration
Pedro is a territory manager at General Mills. Which of the following best describe his sells role?
He is responsible for sales at his stores in his geographic area He is responsible for cultivating new customer relationships He visits customers and checks displays to be sure they are fully stocked and signed
Which of the following are ways to "give" when networking
Help with social media Make an introduction Share a relevant article Send a thank you email
Analytical want to know
How
Which of the following reflects a growth mindset
I have never done this before but I'm sure I can figure it out This is a bit challenging, and I might fail along the way, but I'm going to give it a try
Personal selling mean selling yourself in which situation do you sell yourself?
In class on a job interview when you are working on a team project during an internship
Which of the following are social selling mistakes?
Include in your profile the fact that you are looking for a job, Use it as a forum to talk about the benefits of the product or service you sell, Post and ghost, Send out general announcements
You should always bring your portfolio on a job interview. You should also bring it to a(n) ________
Informational interview
Working with prospects in customers via telephone text message, email, fax, and social media is an example of _____ sales. Working with prospects in person and traveling to their office or field site is an example of _____ sale.
Inside, outside
Compared to B2C purchases, B2B purchases are usually _______
Larger
Ina sells insurance.......... This demonstrates the concept of______
Lifetime value
Lisa Remal is a new sales rep and invited prospective customer...... which of the following is appropriate business etiquette for a meal
Lisa should pick up the check and pay with her companies expense account
Sales 3.0, the third generation of selling on the Internet, uses which of the following to anticipate customer needs?
Machine learning, big data, cognitive computing, artificial intelligence
B2B
Many influencers involved in the purchase, High-risk purchase, Always includes research and cost-benefit analysis, All purchases are budgeted
Which of the following statements is true about the B2B buying and selling process?
More companies are using Buying Centers, B2B prospective customers do research online, Even though it is business-to-business, people do business with people they trust A growing number of B2B decision makers are Millennials, Fear is a strong motivator in a B2B buying decision.
What are the stages of the buying process?
Need recognition Research Purchase Delivery After the sale
A confidentiality agreement is also called a_____
Non-disclosure agreement
Lan went on a job interview and was asked to sign a_________ because he would be exposed to some of the companies _______.......... He was required to sign a._______..........
Non-disclosure agreement, trade secrets, non- compete agreement
In B2B buying, there are two types of risk— ____________ which is a potential danger or hazard to the company, and __________
Organizational risk, personal risk
_____ references can speak to your character. _____ references can speak to your skills.
Personal , professional
You can demonstrate your _________ and set yourself apart by bringing a _____________
Personal FAB, portfolio
Employee handbook includes which of the following
Policies about entertainment reimbursement Policies about sexual harassment Policies about travel reimbursement Policies about accepting gifts
Match the time management mistake with the appropriate solution
Procrastination - take on the task you like least, first Making tasks to big - set smaller, short term goals Poor planning - stay focused and avoid distractions
McDonald's buys potatoes to make French fries to sell at its restaurants. In this example, McDonald's is a ___________
Producer
Things a Subject Matter Expert Doesn't Do
Projects the future of the industry
Put the steps of the traditional buying process in the right order.
Recognizing the need Defining the need Developing specifications Searching for appropriate suppliers Requesting proposals Evaluating proposals Making the buying decision Post-purchase evaluation
B2C
Relatively simple purchase, Impulse buy
Great brands provide great value a great brand has, which of the following attributes?
Relevance, consistency, emotional connection with its customers, uniqueness
Which of the following is true about communication?
Request made face to face is 34 times more successful than one made via email Email is appropriate for sending facts, notes, and meeting BOTH ARE CORRECT BUT NEED MORE ANSWERS
You're_____ and_______ ________ should communicate your personal brand story in a concise and compelling way
Résumé, cover, letter
Drag the steps of the communication model into the correct order
Sender sends message Message is encoded Message is sent via a channel Message is decoded by receiver Receiver send feedback to sender
Social Selling Activity
Social Listening, Nurturing leads, building a one-on-one relationship
_____________ focuses on building relationships with customers online. Social selling focuses on building _____________
Social media marketing, one-to-one
Kelsey is a sales manager and has 20 sales reps reporting to her. This reflects her _____ _____ _____
Span of control
Things a Subject Matter Expert Does
Speaks at industry events, Share interesting and relevant content online, curates content, Keeps his/her expertise current
When CNN teams up with the New York Times to do political polling, it is an example of a
Strategic alliance
Gabby Lanmer is a sales rep at national bank........ gabby wasn't sure what she wanted to do. So she decided to________. This was an example of._______.
Talk to someone in human resources, whistleblowing
When Rachel Gordon, Account Manager at NBCUniversal and the featured professional.... Which of the following best describes the power level in an organization?
The level at which the buying decision is made
Advantage - Benefit - Feature -
The meat is thick and juicy Great-tasting A quarter pound
Every sales person once a seat at the table because _______
They can be part of the decision making process
In sales today. Successful selling is not something you do ____ a customer. It's something you do _____ a customer.
To , with
Which of the following is true about sales?
True: Identifies which customers to engage Interacts one on one with customers to identify their needs and presents opportunities and Represents the brand in the eyes of the customer False Uses the promotional mix to communicate the brand a message to customers Uses the four peas to determine the brand message
What celebrity chef Mario Batali was fired for sexual misconduct from the restaurant company he founded, his behavior was considered to be______
Unethical
When Nike was accused of exploding workers in third world countries...... it was an example of _____
Unethical behavior
The Japanese custom of Kosai hi relates to which of the following
Using large expense accounts to entertain clients and nurturing relationships
Creativity, social responsibility, integrity, and teamwork are all examples of______
Values
______ define what is important to you. They provide your personal compass in your direction in life.
Values
Which of the following best defines values in a mission statement for an organization
Values are proven, enduring guidelines for human contact; a mission statement is a broad statement of direction, and what the organization stand for
Which of the following is true about company mission statements
Values inform a company's mission statement A mission statement is a roadmap for a company or a person
For each entry, indicate the correct type of communication
Verbal - a sales presentation Nonverbal - sales reps facial expression & a sales rep, wearing a business suit Written - sales brochure & a sales proposal
______ communication includes_______, which can have a significant impact on the meaning of what you say
Verbal, inflection
Successful sales people always remember that everyone listens to the same radio: WII:FM, which stands for _____ _____ ______ ______ ______
What's in it for me
Which of the following best describes how social selling might help the customer?
When Dean needs a real estate lawyer, he looks at recommendations from the Bar Association, When Leslie is considering a new computer, she goes to online forums, When Paul wants to buy a new car, he starts at the dealership to get information from a salesperson, when Jamal is thinking about taking his girlfriend to the movies and he looks at online reviews
Amiables want to know _____
Why
Which of the following demonstrates thought leadership?
Writing a blog post about what customers can expect in the next five years in your industry, Presenting at an industry conference
The best way to determine which social media networks to use for your social selling efforts is to use the platforms ___________
Your prospective customers
According to Paul Blake, VP of sales at Beasley media group and professional featured in the video ride along in chapter 4 what is the impact of doing the right thing?
Yourselves will increase in the long term He will build trust with your customers
In the FAB the __________ is what the __________ means to the customer.
benefit, feature
Jake is hungry. He's considering going to Chipotle, Five Guys, Taco Bell, or Panera. These brands are in his __________. He doesn't even consider Subway or McDonald's. These brands are in his __________
evoked set, inert set
The Girl Scouts, a non-profit organization, is considered a ____________
reseller
Match each description with the appropriate element of the promotional mix
• Coupon for buy one get one free at Burger King - SALES PROMOTION • real estate agent showing homes to a newly married couple - PERSONAL SELLING • Story on ESPN about the World Series championship team - PUBLIC RELATIONS • email from macys.com - DIRECT MARKETING • Google search results for cell phone repair - ADVERTISING
Match the sales position with the correct description
• Product specialist - a subject matter expert • Territory manager - responsible for a group of customers • Business development manager - identifies prospects and develops prospective customers • Account manager - manages day-to-day relationships
Which of the following is a good personal mission statement?
• To give back to those less fortunate in my community • to motivate and inspire through teaching, and coaching • to create opportunities for teens and preteens
Match the definitions to the correct terms
• canned presentation - hey sales presentation that is exactly the same for every customer • adaptive selling - occurs when a sales person adapts changes and customizes • social style - a specific pattern of communication behavior
Match the correct description of how to adapt your sales presentation to the correct social style
• drivers - get to the point quickly • amiable's - establish personal relationship • analytical's - include facts, demonstrate results • expressives - take extra time to discuss everything
Match the definition to the correct term
• drivers - people who like to have all the facts and make decisions quickly • expresses - people who rely on their feelings to make decisions • analytical's - people who focus on facts, details, and analysis to make decisions • Amiables - people who focus on personal relationships in their decision making
Match the correct description with each term
• networking - the art of building alliances • Triple win - the ultimate relationship • CRM - technology solutions • lifetime value - you consider not just one transaction
