MKT 315 Exam 1

What kind of listening actively tries to see things from the speaker's view including feelings and understanding?

active listening

What type of selling means salespeople should alter content and form of their sales presentation so customers will be able to absorb the information easily and find it relevant to their situation.

adaptive selling

Which of the following is a suggestion for active listening? echo what the prospect has said, summarize the conversation, stay quiet while a prospect thinks

all of the answers are correct

What is the degree to which people have opinions and publicly make it clear to others?

assertiveness

Salespeople ignoring the purchasing agent's policy and contacting the people directly involved in the purchasing decision is called what?

backdoor selling

What is the purchase of the same product from the same vendor over time?

behavioral loyalty

what is the combined total of all future sales?

customer lifetime value

What is the degree to which salespeople put customer needs first?

customer orientation

What are the principles governing the behavior of a person or group indicating what is right or wrong?

ethics

what step in a relationship development involves generating orders, upgrading, full-line and crossline sell.

expansion

T or F: A missionary salesperson's job is to approach distributors and encourage them to sell the manufacturer's products

false

T or F: Adaptive selling forces the salesperson to practice the selling concept (push) as opposed to the marketing concept (pull)

false

T or F: After recognition of a need, the next step in the buying process is to search for qualified suppliers?

false

T or F: During a sales presentation, if the customer's eyes are positioned to the left, it suggests that the customer is considering the logic and facts of the presentation

false

T or F: In selling it is using creativity to act impulsively

false

T or F: In the context of a nonverbal communication, side-to-side movements indicate a positive attitude whereas back-and -forth suggest insecurity

false

T or F: In the context of communicating marketing messages to customers, firms have more control when using unpaid methods of communication than when using paid methods of communication

false

T or F: In the context of voice characteristics, articulation refers to the tone or pitch and is often used to reduce the monotony.

false

T or F: Inside salespeople communicate with the customer face to face at the customers location.

false

T or F: Mirroring is an act of practicing one's own nonverbal signals in front of a mirror

false

T or F: People inside or outside the organization who directly or indirectly provide information during the buying process are called initiators.

false

T or F: Personal selling is the craft of persuading people to buy what they do not want and do not need for more than it is worth.

false

T or F: Reciprocity is when a buyer is required to purchase one product in order to get another product.

false

T or F: Salespeople should avoid direct eye contact when addressing a group to avoid coming across as sincere

false

T or F: The goal of selling is merely to promote a product or service

false

T or F: The personal value equation of a buyer is the selling price minus the benefits received

false

T or F: The standard memorized presentation requires a demonstrated understanding of customer needs

false

T or F: The three types of presentation styles are standard memorized, outlined presentation, and recap presentation

false

T or F: attitudinal loyalty is a form of vendor loyalty where the buyer will make the same purchase over and over, so long as the vendor doesn't make any mistakes

false

What type of relationship reflects long-term market exchanges characterized by behavioral loyalty?

functional relationship

Which of the following is a significant part of a salesperson's voice characteristics? inflection, acculturation, response time, reliability

inflection

What is eliminating or reducing a buyer's choice unfairly called?

manipulation

what is the transaction between a buyer and a seller in which each party is concerned only about it' own benefits?

market exchange

What kind of manufacturer purchases goods to use in making their products?

original equipment manufacturers

What type of selling is creating new alternatives, matching buyers needs with seller capabilities?

partnering

The decision still remains with the buyer, with attempts to influence is called?

persuasion

Name three things valuable to Resellers

profit margin, turnover, effort

What is the 1st step in the organizational buying process?

recognition of a need

In what partnership does the communication go through the salesperson?

relational partnership

What type of partnership is where they trust each other and do not worry about the details?

relational partnership

what is based on how emotional people tend to get in social situations?

responsiveness

The greater the complexity, the greater the potential value add of the salesperson requires what kind of sales force strategy?

sales force intensive strategy

What kind of rebuy is where the needs are generally satisfied?

straight rebuy

what type of partnership requires the partners to both make significant investments to improve the profitability of both parties?

strategic partnership

What is adjusting your behavior to match or mirror your customer's social style?

style flexing

T or F: A customer relationship management (CRM) system is a system that organizes information about customers, their needs, company information, and sales history Correct!

true

T or F: Activities such as prospecting for new customers, making sales presentations, demonstrating products, negotiating price and delivery terms, writing orders and increasing sales to existing customers are part of a sales job.

true

T or F: Broad and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally

true

T or F: Can ethical behavior lead to higher customer satisfaction, trust, loyalty and repeat purchases?

true

T or F: Companies exist for one reason--to manufacture or sell goods or services

true

T or F: Customers who use multiple channels or sources for gathering information are referred to as "omnichannel buyers" Correct!

true

T or F: Emotional intelligence is using one's emotions to interact effectively with a customer

true

T or F: Emotional intelligence requires empathy

true

T or F: Emotional labeling involves discovering the emotion behind the statement of the buyer

true

T or F: Expressives focus on the future, takes risks, and act quickly.

true

T or F: In adaptive selling each customer requires a unique approach

true

T or F: In making buying decisions gatekeepers control the flow of information and may limit the alternatives considered.

true

T or F: Is price fixing regulated under the Robinson-Patman Act?

true

T or F: Most ethical conflicts often are not covered by a company's policies or procedures?

true

T or F: One way to reduce uncertainty and risk to suppliers is to display vendor loyalty.

true

T or F: The muscles around the eyes reveal when a smile is real or polite.

true

T or F: The partnering agreement where Braxton Brewery is purchasing Black Raspberry puree from Graeter's for their stout ale and Graeter's sells the Braxton Graeter's Black Raspberry stout ale in their stores is reciprocity.

true

T or F: The phrase "customer-centric" means making the customer the center of everything a salesperson does.

true

What is the belief by one party that the other party will fulfill its obligations in a relationship?

trust