customer engagement chapter 14

A salesperson's direct costs are $90,000 and the gross profit percentage is 30 percent. Assume that the salesperson works for 250 days a year and eight hours each day. Every working day, the salesperson makes five sales calls. Based on the given data, calculate the break-even volume per hour.

$150

A salesperson's direct costs are $90,000 and the gross profit percentage is 25 percent. Based on the given data, calculate the break-even point.

$360,000

Emotional intelligence (EI) is the combination of certain abilities. In the context of sales jobs, which of the following are these abilities?

A salesperson's ability to perceive others' sentiments A salesperson's ability to identify his or her own feelings

In the context of break-even analysis, which of the following gives break-even point (in dollars)?

A salesperson's fixed costs / Gross profit percentage

Which of the following are time management skills that can help sales professionals in achieving success?

Being selective in prioritizing time Creating an effective plan to allocate efforts across goals, activities, and time periods

Denny is a new salesperson. In the context of self-management, identify the guidelines that should be followed by Denny.

He should develop skills in managing time. He should not be afraid to act, make a recommendation, and get involved in organizational activities.

Identify the true statements about sales territorial evaluation.

It lets a salesperson see how well sales territory plans were executed in meeting performance quotas. It involves comparing the actual performance of a sales territory to the qualitative and quantitative goals.

When using the account segmentation approach to account analysis, a salesperson classifies accounts to identify profitable ones.

Key accounts, Unprofitable accounts, Regular accounts

Identify the basic factors to consider in sales call allocation.

Return on time invested Number of sales calls made on customers Number of accounts in a sales territory Travel time around a sales territory

It refers to establishing a fixed time (day and hour) for visiting a customer's business.

Scheduling

Identify the general approaches to account analysis

The account segmentation approach The undifferentiated selling approach

In the context of sales, identify the true statements about the artificial intelligence system used by firms.

The goal of this system is to improve the integration and learning of all the ways in which a firm and its customer base interact. This system helps salespeople better understand their customers.

Unprofitable accounts

These accounts buy less than $1,000 from the salesperson annually.

Key accounts

These accounts buy over $200,000 from the salesperson annually.

Regular accounts

These accounts include all accounts that are not part of the other types of accounts.

Why do sales organizations use multivariable account segmentation?

These organizations sell to several markets and use many channel members in these markets.

In the context of sales territory management, which of the following are true in theory about strict formal route designs?

They enable an organization to minimize wasted time. They enable an organization to establish communication between management and the sales force in terms of the location and activities of individual salespeople. They enable an organization to improve territory coverage.

Identify the true statements about the undifferentiated selling approach to account analysis.

This approach is based on the assumption that the account requirements for a specific product or group of products are similar. When using this approach, salespeople call on all potential accounts, devoting equal selling time to each of them.

Why do companies develop and use sales territories?

To establish each salesperson's duties To reduce sales expense To obtain complete coverage of the market

In the context of self-management, a new salesperson should understand that executive presence is _____.

about the ways in which others perceive the salesperson

The process of identifying accounts and their varying levels of sales potential is known as

account analysis

Salespeople using the _________ __________ approach to account analysis recognize that their territories contain accounts with heterogeneous needs and differing characteristics that require different selling strategies.

account segmentation

Salespeople using the______ ___________ approach to account analysis recognize that their territories contain accounts with heterogeneous needs and differing characteristics that require different selling strategies.

account segmentation

A quantitative technique for determining the level of sales at which total revenues equal total costs is

break-even analysis

In the context of the ELMS system, there are few extra large or large accounts, but they often account for 80 percent of a company's profitable sales even though they represent only 20 percent of total accounts. This is known as the__________ ____________ principle.

eighty/twenty principle

In the context of self-management,________________, ___________________refers to a certain aura that a salesperson is perceived as possessing.

executive presence

Using more than one criterion to characterize a firm's accounts or customers is known as _____.

multivariable account segmentation

In the context of the time management skills that help sales professionals achieve success, salespeople should refrain from _____.

overcommitting to unnecessary tasks at the expense of core work tasks

The next plausible opportunity to assist customers and provide their frontline salespeople with the needed tools to do so can be predicted by the ____________ ___________software.

predictive analytics

It is the travel pattern used in working a sales territory.

routing

The way in which salespeople develop a plan to allocate sales calls within their sales territories is referred to as

sales call allocation

In the context of sales jobs, the continuous method of making and utilizing contacts is known as ________ _____________

sales networking

In the context of sales call allocation, the most productive number of sales calls is reached at the point at which additional sales calls do not increase sales. This relationship of sales volume to sales calls is the________ ___________ _________ of a customer to a salesperson's calls.

sales response function

The transformation of manual sales activities to electronic processes through the use of various combinations of hardware and software applications is known as

sales technology

A group of customers or a geographic area assigned to a salesperson is known as a(n)

sales territory

in the context of sales jobs, ________________ ________________- refers to developing personal time management plans, setting priorities based on supervisors' expectations, keeping a watchful eye on industry trends, and having a vision for the future.

self management

arrange the steps that follow the step of account analysis in the correct order

setting account objectives and sales quotas sales call allocation customer sales planning scheduling and routing territory and customer evaluation

The establishment of performance standards for an individual sales territory in the form of qualitative and quantitative quotas or goals is known as _____.

territorial evaluation

True or false: A salesperson should use the Core Principles of Selling as a guide in creating his or her strategic plan for his or her sales territory.

true

True or false: Emotional intelligence (EI) acts as a skill a salesperson can utilize when communicating with customers, colleagues, and supervisors. True false question.

true

True or false: In the context of sales networking, a salesperson should always remember that building and maintaining relationships requires the mutual investment of effort, time, and resources.

true

True or false: Once accounts are classified broadly, categories or types of accounts are defined in terms such as extra large (key), large, medium, and small, and this classification is referred to as the ELMS system. True false question.

true

True or false: Sales technology tools help salespeople with routine as well as strategic tasks, letting them focus on actual selling time.

true

A firm may see the accounts in its market as similar. When this happens and selling strategies are designed and applied equally to all accounts, a salesperson uses a(n) _____ approach.

undifferentiated selling