Chapter 1 Overview

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. She can expect to be ________________ her customers' decision-making processes.

Actively involved in

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation, or as they encounter different sales situations, they are using:

Adaptive selling.

Continued affirmation selling is:

An example of stimulus response selling

Which of the following statements pertaining to the stimulus-response form of personal selling is true?

An example of the stimulus-response sales strategy would be the continued affirmation method.

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

Attention, interest, desire, action.

Which of the following is most accurate with respect to post sale follow-up?

Both B and C are correct. Transaction-focus selling includes little to no follow-up. Trust-based relationship selling involves substantial follow-up.

While accountants and financial staff are concerned with profitability in ____ terms, salespeople are primarily concerned with profitability in ____ terms.

Bottom-line, top-line

Which of the roles salespeople play in consultative selling is most dependent upon the salesper-son's business, industry, and customer knowledge?

Business consultant

Which of the following is most accurate with respect to buyers' expectations of salespeople?

Buyers expect sales people to contribute to the success of the buyer's firm

Salespeople have contributed to the economic growth of the United States in two basic ways:

By stimulating economic transactions and increasing the diffusion of innovation.

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called:

Consultative selling.

Which of the following is not one of the four basic approaches to personal selling that were identi-fied three decades ago?

Contingency-selling

As a salesperson, you are expected to:

Contribute to the success of the buyer's firm.

Susan's customers are always concerned about what they're receiving in exchange for what they're paying. In other words, they are concerned about _______________.

Customer value

Need-satisfaction personal selling is based on the idea that:

Customers purchase to satisfy a particular need or set of needs.

In which of the following types of sales positions is a pharmaceutical industry representative likely to be found?

Detailer

Ethan is engage in sales __________ , which refers to a series of conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships

Dialogue

One of the key roles that salespeople client in society is the distribution of knowledge about new technology. In other words, salespeople helped with the __________________________.

Diffusion of innovation

Salespeople have the following relationship with revenue in most business firms:

Direct.

Which of the following is not a typical skill required for trust-based relationship selling?

Financial planning

Which one of the following is not a stage in the problem-solving approach to selling?

Follow up sale with additional product offerings.

The sales process is usually described as a series of ____ steps.

Interrelated

The sales process begins with:

Locating qualified prospective customers.

David is always willing to support his customers even when an immediate sale is not expected. David is perceived by his customers as a _____________________ one of the roles David plays as a consultative salesperson.

Long-term ally

According to the text, salespeople contribute to their firms in each of the following ways except?

Maximizing customer count

As the evolution of personal selling continues, which of the following is not a predicted sales force response to an expected change?

More sales dollars will be spent on advertising.

The problem-solving view of personal selling is an extension of:

Needs-satisfaction selling.

Customers perceptions of what they get for what they have to give up is referred to as Customer __________

None of the above are correct

Natalie is a college graduate seeking a job that will allow here to interact with customers individually. She is looking for a job in _______________.

Personal selling

The part of marketing that relies heavily on interpersonal communication and interaction between buyers and sellers is called _____________

Personal selling

The most important part of marketing communications for most business firms is:

Personal selling.

When practicing trust-based relationship selling, salespeople should do all of the following except:

Practice stimulus-response selling.

Sales _____________ is a customer-oriented approach that uses truthful, non-manipulative tactics to satisfy the long-term needs of both the customer and the selling firm.

Professionalism

Advantages of most sales jobs include all of the following except?

Regular vacations

The series of conversations between buyers and Sellers that take place over time in an attempt to build relationships is referred to as _____________.

Sales dialogue

The primary focus of transaction-focused selling is the ________________________.

Salesperson and the selling organization

Which of the following is not part of the Trust-Based Sales Process model outlined in the text?

Selling situation

Kim is proud to be a salesperson because she knows she is benefiting society by helping to __________ and promote the ____________

Stimulate the economy; diffusion of innovation

Which of the five views of personal selling is considered to be the simplest?

Stimulus-response

_________________is the role the salesperson plays in consultative selling were he or she arranges the use of the sales organization's resources in an effort to satisfy the customer.

Strategic orchestrator

Which of the following is not a class of sales job?

Territory manager

According to the text, in considering the responsibility for revenue production, salespeople usually feel the brunt of the pressure along with:

The firm's management staff.

The most important part of the salesperson's job is

The sales process.

All of the following statements accurately reflect factors that pertain to need-satisfaction selling except?

This method focuses on the salesperson and his/her product offerings.

The desired outcomes in trust-based relationship selling include which of the following?

Trust, mutual benefits, and enhanced profits

Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?

Trust-Based relationship selling

Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

Trust.