MKT304 Principles of Selling Exam 1
What is the practice of hearing what an individual says, internally evaluating the message and then responding to confirm the message was received as intended called?
active listening
"Thank you for seeing me today. My name is Sally Jones with Superior Chemicals and I would like the opportunity to show you how our chemicals can improve the quality of your product while lowering the bottom line," Sally says when walking into her prospect's office for the first time. Sally is engaged in which stage of the selling process?
approach
Jonathan has a new car and he likes to keep it clean. He purchased an unlimited pass to a car wash because it saves him time and money - he doesn't have to wait in line as long at the car wash, and if he washes his car frequently the pass saves him money. He even gets access to free interior vacuuming, which saves him more time and money! This example suggests Jonathan purchased the car wash pass because of the _____________ it provides.
benefits
Sue received a top-of-the-line pillow as a birthday present. The characteristics of this pillow included a washable cover, cool-touch fabric, and ventilated panels. These characteristics most accurately reflect:
features
Steph sells pharmaceuticals, and is about to meet a new doctor/prospect for the first time. She knows this person went to the same college as she did, and so she plans to use this information to ___________, which is typically the first step in the conversation.
build rapport
What is the ability to understand and address business situations quickly and effectively called?
business acumen
Twenty-five years ago, Bob was an account manager from Fastenal. Because his employer was a relatively new firm at that time, Bob typically spent a large percentage of his work day making sales calls to customers that had never heard of Fastenal. This is called:
cold calling
John, who sells for a logistics company, is excited because recently his percent of qualified prospects that become hot prospects has almost doubled. In fact, relative to last year, this _______________ has increased from 10% to 19%.
conversion ratio
John helped his prospect, Taylor, calculate the amount of lost money when her production equipment breaks down. John showed Taylor that she was losing over $2700 per hour during downtime. He had no idea it was that bad. This is an example of John focusing on the ____________component of the value proposition.
implication
Josh sells roofing materials for a major manufacturer. HIs company utilizes internet technology to identify potential customers who are actively searching for roofing materials. This technique involves pull tactics associated with _____________ marketing
inbound
During the presentation of her value proposition to a prospect, Jenny stated the following, "Our product is cheap and will solve the problems you are facing." Jenny could improve her effectiveness by stating,
"Our product is inexpensive and will solve the challenges you are facing."
Michael sells heart lung machines to major hospital systems. Because this type of product is so expensive and complex, Michael knows he must call on and get the approval of the top executives of the hospital. Unfortunately, these executives are very busy, so it is often difficult to make appointments with them. In other words, Michael often has problems with which one of the four ANAR conditions?
(not authority)
While preparing for role-play, Ava, one of the veteran salespeople at KOA Rentals participating in the training, told the new salespeople that the best way to do well at role-play is to be thoroughly familiar with the product, write out and rewrite what they might say and do during the sales call according to the sales process, but make it conversational and then practice several full role-plays. What did Ava suggest that should be done differently?
(not making it conversational)
What is the role called that primarily involves managing customer relationships?
Account management
Throughout the sales call Alyssa nodded her head, asked the prospect to explain more and often restated or rephrased the information the prospect shared with her. Alyssa is engaging in
Active Listening
Emotion-based learning is also called ________________.
Affective learning
Sarah just graduated from college and starts her new sales job with AGCHEM, an agricultural chemicals manufacturer in three weeks. Many of her clients will be farmers, but she will also be calling on the owners of agricultural retail stores and is not sure of what to wear to work. What would you recommend?
All of these are good recommendations.
Individuals low in assertiveness and high in responsiveness who appreciate getting to know people on a personal level are known as _____________.
Amiables
Sam did a lot of research on his prospect and found out that they graduated from the same college in Tennessee. Sam is most likely going to use this information in which stage of the sales call?
Approach
Which term refers to the first stage of a sales call, when the salesperson introduces themselves, builds rapport, gains the buyer's attention, and sets an agenda?
Approach
Qualified prospects meet the four ANAR conditions, which stands for: _________________.
Authority, Need, Afford, Receptive
In order to help motivate the buyer to move from the current state to the desired state, the salesperson must be able to translate product features into meaningful _____________.
Benefits
A transitional phrase to connect the feature descriptions with the benefits of the offering is called a(n) ________________.
Bridge statement
Bill is the CEO of a local marketing firm. Currently, their firm is making a decision on health care insurance for employees. Both Bill and his human resource director are involved in the decision, as are several employees who Bill asked to review the plan and provide feedback on this particular purchase. What term most accurately describes the group of people involved in this decision?
Buying center
The ___________ is the people within the organization who get involved with a given buying process.
Buying center
Someone who has a positive or negative impact on your selling activity is called a(n) _______________.
Buying influence
"If there is one thing you could fix in your day-to-day role, what would that be?" This is an example of what type of question?
Challenge
Asking for a commitment from the buyer is called the __________.
Close
The term ___________ refers to questions that offer a response choice or choices, such as yes or no.
Closed-ended questions
____________ is knowledge-based learning
Cognitive learning
The term ____________ refers to the practice of making unsolicited calls to people or firms for the purpose of selling to them.
Cold calling
What is another term for a salesperson attempting to meet or speak with someone they have never met or contacted before?
Cold-calling
It is important to consider competitors when preparing for a sales call. One way to help differentiate your offering from that of a competitor is to communicate the added benefits your customer would receive from the after-sales service your company offers that is unavailable anywhere else. This form of differentiation focuses on which type of benefit:
Company benefit
Having the necessary knowledge and preparation is described as _____________.
Competency
Jalen has accepted a sales position with TopRoofs, a national manufacturer of roofing product and will begin work in 4 weeks. Jalen has begun researching TopRoofs' products and their market two hours each day. Jalen, even before beginning his career is exhibiting what aspect of "professionalism?"
Competency
The term _______________ defines salesperson knowledge about competitors and the market environment.
Competitive intelligence
The term _____________ refers to a competent individual who still needs to think about the process and the mechanics as they execute the behavior.
Conscious competence
Al had worked hard during role-play on his sales process in his sales training class. After five weeks of training and role-play, Al finally got to start selling. When he got out in the field he was still having to think about each step of the process and felt "mechanical" and uncomfortable. However, he was having some success. Al is probably a(an)
Conscious competent
Which term refers to an individual who recognizes their personal need for training and knowledge?
Consciously incompetent
What is the term for calculations in percent of how many prospects become qualified prospects, how many qualified prospects become hot prospects, and how many hot prospects become customers?
Conversion ratios
A(n) _________ is a system for managing a company's interaction with current and potential customers.
Customer Relationship Management (CRM) system
You are a senior account manager for Impressions, a clothing company specializing in providing customers with custom tailored business apparel (e.g., suits, blazers, accessories) delivered right to their door. A major aspect of your role is prospecting for new customers who would potentially need your service. Fortunately for you, you were just introduced to Julia Brockman, the CEO of Munchies, a frozen yogurt chain. Which of the following is a good example of a valid business reason that would interest Julia in meeting sometime in the future?
Develop a strategy to meet Julia's shopping needs around her busy schedule
You were just promoted to sell a new product line in your organization. As you set out to start planning your activities, you quickly realize that the customers you are accustomed to selling to may not be a good fit for this new product line. What should your next step be?
Develop an ideal customer profile
Which term refers to the ability to distinguish your solution from that of competitors?
Differentiation
The purchase of products and services used to create the product or service provided to end-users is known as _______________.
Direct procurement
The _____________ phase of a call is when the salesperson uses strategic questioning to uncover the prospect's or customer's needs and wants.
Discovery, needs identification
When the salesperson uses strategic questioning to uncover the prospect's or customer's needs and wants, this is the __________ phase of the sales call.
Discovery, needs identification
During Bailee's sales call her prospect, Dana, was brief and to the point, very interested in the bottom line, was not very talkative, but seemed very decisive. Dana was probably what type of social style?
Driver
Duleep, the district sales manager for Alpha Pharmaceutical, while riding with Enzo, one of his sales representatives, asked him to do a quick role-play with him. Duleep feels it is good to keep his sales reps a little off guard and spring role-play situations on them to see how prepared they are for difficult physicians. His reps have been a little resistant to his efforts. What would you recommend to Duleep.
Each of these are better ways to conduct more effective role-plays.
The term ___________ refers to the ability to understand your and others' emotions and to use your awareness of those emotions to manage and control your behavior and relationships with others.
Emotional intelligence (EQ)
Rob buys interior materials for a company that manufactures private jets. He has been considering custom leather seats from three different suppliers. The salesperson representing each supplier has visited to do a presentation and provide samples. Rob is now working with his team to review each of the three options to facilitate a decision. In which stage of the buying decision process are Rob and his team most likely operating?
Evaluate alternatives
Hannah has been learning Acme Inc.'s sales process in her new position as a field sales representative. She has been reading the training materials about the process and watching videos, but still had problems remembering the process. Her manager then did several role-plays with her and the process began to make sense and she was able to remember the process better. This is because she began engaging in
Experiential learning
When a personally responsible participant cognitively, affectively, and behaviorally processes knowledge, skills, or attitudes in a learning situation characterized by a high level of active involvement this is known as _____________.
Experiential learning
During Bailee's sales call, her prospect, Bill, was enthusiastic, opinionated and seemed to care a lot about what his competitors were doing. Bill is probably what type of social style?
Expressive
Individuals high on both assertiveness and responsiveness and like to make decisions based on their intuition or "gut feeling" are known as ____________.
Expressives
The risk that the product will not perform as intended is called ____________.
Functional risk/performance risk
Chris is an IT manager at a cloud storage company and is part of the decision process for new hardware. The Chief Operating Officer, Wendy, has the final say in the supplier chosen. Chris has a favorite vendor he hopes will be chosen. He also knows about another vendor who has a very reliable alternative. Chris has decided not to share this information with anyone else involved in the decision process for fear that it might lower the chances that his favorite vendor will win the business. Which role in the buying decision process is Chris playing in this example?
Gatekeeper
Kellie is a buyer for a sportswear manufacturing company. One of the company's designers came to her recently with an idea for new running pants. Kellie is finding information on potential materials for creating the new running pant. Kellie has started looking at the materials available from current suppliers. She is also searching online to see if any new materials are available from other suppliers. Concerning the buying decision process, Kellie is in this stage.
Gather preliminary information
One reason Alfred has been successful in sales is that he has a "never-give-up" attitude. He knows that hard work and effort will pay off in satisfied customers and sales success. What trait of successful salespeople is Alfred demonstrating in this example?
Grit
Scholar and author Angela Duckworth identified the trait called _______, a never-give-up attitude based on both passion and perseverance.
Grit
The term ______________ refers to the gross profit as a percentage of revenue.
Gross margin
The tendency for an impression created in one area to positively influence opinions in other areas is called the _________________.
Halo effect
Dedric had recently had a cold and when he was introducing himself to Rachel, a new prospect, he did not want to get her sick, so he was not sure if he should shake her hand. How should Dedric handle this situation?
He should apologize and explain that he had been sick and did not want to get her sick and NOT shake hands.
Brenda buys high-grade steel for a company that produces saw blades. Once the steel is purchased and delivered to Brenda's company, it is melted down and used to create custom saw blades for furniture makers. This example suggests Brenda is involved in ____________.
direct procurement
In preparing for a call with a new account, a publicly traded company in the industrial manufacturing industry, you want to familiarize yourself with their business. There are several sources to help you gain market knowledge, but your current goal is to understand the company's profitability over the most recent year. Which of the following sources offers the best option to understand a potential customer's profitability?
Income statement
A(n) __________ is a person providing information or opinions that affect or influence the outcome of the purchase decision process.
Influencer
____________ are referrals that come from employees, tradeshows, and the internet.
Internal referrals
Jayden, a new salesperson with Dynamic Solutions Flooring, was asked to be the buyer during the next training and role-play sessions on Monday. What should Jayden do to prepare.
Jayden should prepare similarly to the seller by becoming familiar with the buyer role, the situation, the needs, objections and personality style of the buyer and play it as realistically as possible.
Amy believes she is under-utilizing social media as a lead generation and prospecting tool. If she were to consult experts, which of the following would most commonly be recommended as the best platform for this?
When Ryan joined a technology firm, he made a good impression quickly by beating his sales goals repeatedly. His success allowed him to move up in the company quickly. After moving several times to start his own sales teams within the firm, Ryan took on the coveted role of enterprise account representative four years after graduating from college. Which benefit of sales experience and understanding the sales process does this example best represent?
Make a meaningful contribution quickly
During role-play feedback to Aiden, Mia started the conversation by pointing out that he did not identify the decision maker, and should ask in the beginning of the call. He used too many closed ended questions and should use more open questions during needs id. What would you tell Mia regarding providing feedback more effectively?
Mia should have started with the positives before addressing the negatives.
When a person matches the stance and posture of the other person in the conversation, this is known as ___________.
Mirroring
Brian is a pharmaceutical detailer representing an important cancer-fighting drug. His primary role is to explain to doctors how the drug can help their patients. What is Brian's sales role?
Missionary seller
The ____________ is composed of the weighted sum of buyers' preferences for product or brand attributes.
Multi-attribute model
__________ is a bargaining process focused on reaching an agreement or compromise.
Negotiation
Fran is responsible for finding new clients for her firm. Once she finds a new customer and they sign up for an account, she turns that client over to an account manager. What is Fran's sales role?
New business development
The unspoken transfer of messages or information through cues is known as __________.
Nonverbal
Ryan works in accounting for a Fortune 500 accounting firm. His goal is to become a partner at the firm; partners are responsible for landing new clients. But, because he is an accountant, he is sure he does not need to know how to sell. Which myth about sales does this example suggest?
Only salespeople need to understand how to sell.
Due to confidentiality issues, Maddie, a salesperson for the aerospace industry, was not able to access any knowledge about a prospect she is going to visit for the first time. Consequently, she is walking in to the prospect's office with little to no knowledge about the prospects needs and wants. What type of question would be most appropriate to begin the discovery phase?
Open-ended
The term ___________ refers to questions that do not provide an answer choice, but instead, have an infinite number of possible responses.
Open-ended questions
A successful way to demonstrate confidence and capabilities during the early part of the sales call is to plan an effective ___________.
Opening
You take a risk called _____________ when you spend resources on one product and give up the opportunity to purchase a better one.
Opportunity risk
What is a term for the traditional approach to marketing, including radio, television, telemarketing, direct mail, and print and outdoor advertising?
Outbound marketing
_______________ is a term for the traditional approach to marketing, including radio, television, telemarketing, direct mail, and print and outdoor advertising
Outbound marketing
The discovery phase is most directly related to what component of the value proposition?
Outcome
Focusing on the _____________ of role-play can assuage the uneasiness a participant may feel in role-play.
Outcomes
Helen works in Manhattan, New York, selling technology storage. Each day she goes into the city to meet with customers in her territory at their offices. Which of the following terms best describes Helen's role?
Outside sales representative
____________ is a term that means simply hearing in a conversation.
Passive listening
Rhonda buys fruits and vegetables for a large grocery store chain. Recent e-coli outbreaks associated with Romaine lettuce have led Rhonda to consider her suppliers of this popular lettuce carefully. She carefully evaluates and monitors their health and safety precautions to protect her customers from harm. In this example, which type of risk is most concerning to Rhonda?
Physical risk
_____________ includes the firm's activities intended to create a certain concept of the offering in the customer's mind.
Positioning
Jennifer is a relatively new salesperson. This is her first quarter where she must meet a quota and she is starting to feel pressure to close more business to meet her sales goal before the deadline. However, she reminds herself that in order to be successful in her sales call preparation, she needs to maintain a customer orientation. Which of following actions below would help Jennifer prepare with a customer orientation in mind?
Preparing specific questions to deeply understand the customer's needs
The salesperson proposes the potential value the prospect or customer will receive by using the product or service in a value proposition within the _______________ phase.
Presentation
Juan sells complex technology solutions to medium to large organizations (revenues between $300m - $750m). His customers are primarily technology leaders and are often asked to provide feedback to his local and regional managers. The feedback most often is that, "Juan is always on time, provides valuable solutions and his collateral, presentations, and other materials are always accurate, error free, and helpful. Juan is always dressed appropriately for the occasion and is very confident without being arrogant." Juan is exhibiting what aspect of "professionalism?"
Professional Image
Any activity used to discover potential new customers falls under the category of _____________.
Prospecting
________________ is learning based on physical, special action, or activity.
Psychomotor learning
Evaluating potential customers in terms of how likely they are to buy is known as ____________.
Qualifying leads
_____________ are the proposed mix of products and services the salesperson makes based on the value propositions.
Recommendations
"Ally, a colleague of yours at State Farm, shared with me that you were starting a new line of services and solutions for college students." This is an example of what type of approach?
Referral
The term ________________ refers to an individual intentionally thinking about and understanding what they have done during a learning experience and in turn taking corrective action.
Reflective learning
The ability to proficiently manage relationships and build networks is known as ____________.
Relationship management
Mick is going to meet his prospect to close the sale and have her sign a contract. Knowing that the prospect's concerns shift throughout the buying process, what aspect will the prospect likely be concerned about in this meeting?
Risk
A large number and diversity of customer and organizational task is known as ____________.
Role complexity
A(n) ______________ is an interaction that a salesperson has with a prospect or current customer.
Sales call
The _____________ is the average amount of time that it takes a new prospect to become a customer.
Sales cycle
A comprehensive view of where customers are in the sales process is called a(n) _______.
Sales pipeline
A visual representation of where all the prospects are in the purchasing process is called the _____________.
Sales pipeline
You are a salesperson for ClearCopy, a printing solutions company. Today, you have scheduled a phone call with Tracy Watkins, an IT service administrator at a community college in your territory. Tracy is primarily responsible for helping coordinate customer service for various technologies across the campus. This is your first call on this account so you want to be sure you plan accordingly. Based on your understanding that this relationship is in the exploration phase, which of the following is NOT a good objective for this call:
Secure a purchase order for a new set of office printers
Which term refers to the propensity to pursue goals with energy and persistence?
Self-motivation
Martin is running for political office. In preparation for his run, he is learning more about the people he hopes to serve, including their problems and goals. Ultimately, he wants to provide solutions to those problems and help people achieve their goals. Which of the following terms most accurately reflects the activities Martin is undertaking?
Selling
You are an inside sales representative for a marketing technology company specializing in helping B2B customers improve their lead generation. You receive an email notifying you that a marketing manager at Blue Ridge Adventures just downloaded a tip sheet from your company's website on how to write great email subject lines. This inbound lead includes the marketing manager's name, email, and phone number. Upon reviewing this information, you decide to call the marketing manager. Which of the following represents the best call objective for this scenario?
Set up a meeting within the next week to learn more about the customers' demand generation strategy
The new sales trainer for ROC Technologies was very successful at her previous position at Veeam, the market leader in the industry. The newly hired sales representatives at ROC are now required to engage in four role-plays a day in order to learn ROC's sales process. The rookie salespeople have been very enthusiastic about the role-plays, but the veteran salespeople are pushing back on doing role-plays. "We already know the ROC process. Why should we have to do role-plays?" What might be the best way for the trainer to get the veterans' buy-in?
She should explain how helpful role-play is in learning new products that ROC frequently launches and that they also can work through situations with their more difficult customers reducing the risk of losing the sales.
Curtis works for a company that offers payroll solutions to business customers. He has been working with Brad, the CEO of an accounting firm, for several months. So far, Brad has not seen the value in the solution Curtis is offering; he is content with his company's current payroll system. What is Brad's current buyer motivation?
Situation continuance
When the buyer does not see the value in changing products or services and elects to remain with the status quo, this is known as ____________.
Situation continuance
During a performance review with his manager, Stuart sat directly across from her with his arms crossed. His manager is normally friendly and open, but during this meeting, even though she was delivering a good review, she was not as talkative and seemed a little tense. Stuart wanted ore feedback regarding areas in which he could improve. Stuart might have improved this interaction by
Smiling at the beginning of the meeting, making good eye contact and not crossing his arms.
During a recent sales call Yasamin was confronted with an irate client of hers that had just had an order from her company arrive late. Yasamin had checked before the meeting and found that the customer had provided incomplete information when placing the order which delayed the order and causing it to be late. She realized that the customer was under stress and rather than reacting to the customer by pointing out the customer was at fault, she apologized and calmly explained how the customer could prevent future orders from being delayed. Yasamin was exhibiting which component of Emotional Intelligence?
Social Competence
_____________ refers to the combination of social awareness and relationship management skills.
Social competence
______________ is the risk of spending too much time on the new product or on purchasing the new product.
Time risk
You have just been assigned to start a relationship with ToolNow, a privately-held construction supply company. Since you do not have a lot of experience with this customer, and your company has never done business with them before, you need to spend some time learning their business. You know that any information that can help you understand their business performance or recent changes would help you begin to understand ToolNow's potential needs. Which of the following sources would be the best place to start learning about ToolNow's business?
ToolNow's webpage (e.g., Newsroom, About us)
Which term refers to when competent behavior becomes a habit, allowing the individual to execute effectively without thought?
Unconscious competence
Sophia is the top salesperson in her company, but still reads a book on sales every week. She also takes advantage of all of the sales training her company offers for veteran salespeople. The new VP of sales asked her how she does so well. She replied, "I just work hard." Sophia is probably a(an)
Unconscious competent
A new salesperson with no training or knowledge of the sales process may have some success and also some failure, but not realize there is a more effective sales method; these salespeople are in the __________________ stage.
Unconscious incompetence
Zach's company provided product materials for him and he spent time on the factory floor to gain additional insights about how the product is made. After two weeks he felt he was ready to get in the field and make some money. He made a sale the first week, but then struggled for several weeks before making another sale. This continued to happen to him, and he thought that is just the way sales works. Zach is probably a(an)
Unconscious incompetent
As the account manager for Happy Pets, a big box retail chain offering supplies for all types of pet needs, you have become very familiar with the products and markets that are important for your continued success. However, your contact with Happy Pets recently moved on and has been replaced with Barry White, a person you have not met before. In order to reestablish your relationship within this account, one step to developing better customer knowledge should be:
Uncover shared connections you have with Barry (??)
The term ______________ refers to the person(s) who make judgments about the impact of the salesperson's solution on their own performance
User buyer
A(n) ________________ is a statement that emphasizes the unique value and benefits a product or service provides for someone.
Value proposition
The sales trainer asked Noah, who has been successful in his first year in sales at the company, to help with the new training class role-plays. Noah explained to the new class that in order to prepare for role-play that they should get into the role, read the background of the role-play case, write and rewrite scripts (but make them conversational), practice each phase of the sales call, review and discuss with peers, and finally conduct a full role-play. What did Noah miss?
Watch good role-play examples and teach others.
After several meetings, you have started to gain interest from one of your customer accounts, Sparkly Sinks and Faucets, to purchase a multi-year contract for sales training. Fortunately, you recognize different buying influences in the account. Tony, the Sales VP who you initially contacted, is clearly the user buyer who will benefit most from the training. On the other hand, Susan, the CEO, has ultimate purchase authority and represents the economic buyer. In preparing for your meeting with Susan today you recognize you need to communicate specific benefits that meet her needs. Which of the following best represents a potential specific benefit for Susan?
We find quota attainment often improves with the new skills gained from our training. (??)
Ashley works as a sales support employee for PDA, a payroll processing company. Her job is to do preliminary research on potential customers that have expressed interest in payroll processing by completing a form on PDA's website. The research helps Ashley determine which prospects are most likely to be interested in PDA's services. She then calls the best prospects to set up an appointment with an outside salesperson. This is method of prospecting:
is called warm calling
As a sales rep from ABC Company, Brenda often acquires new customers through recommendations from existing customers. This type of referral:
is the most common type
Grayson is a purchasing manager at Walfern Printing Company. He is part of a buying team considering the purchase of a new large-scale copier. His team has decided that the most important decision criteria are quality of printing, after-sales service, service response time, and price. They have placed importance weights on each criterion to help streamline the decision process. This example suggests Grayson and his team are applying the ______________ to their decision process.
multi-attribute model
Savannah regularly accesses her CRM program to get a graphic that contains a complete listing of the names and contact information for all prospects, categorized by how likely they are to purchase the product. This graphic is typically called the sales:
pipeline
Tom is a real estate agent. He spends one hour each morning calling contacts to identify potential clients. Tom is engaged in:
prospecting
As a salesperson for Account Staffing Company, Hallie has established that a particular contact at a nearby construction company (1) has the authority to buy her service, (2) has the need for her service, (3) can afford to buy her service, and (4) is receptive to being called on. In other words, this contact can be called a:
qualified prospect
"Let's set you up for a training session with our onsite specialist next week. She will give you a demonstration of the software's capability. Then we should reconvene to decide what features you want to prioritize in day-to-day use." This is an example of a:
recommendation
A _________ occurs when someone provides a recommendation for a potential customer or gives an endorsement when speaking to others.
referral
Ashlyn recently purchased a new car from Big Apple Cars. She was so happy with the service provided by Leah, her sales representative, that she recommended Leah to several friends considering a car purchase. When Ashlyn recommended Leah, she was providing a:
referral
Sandy works as a field sales representative for a plumbing parts company. Because Sandy is usually working with customers at their place of business, she works out of a home office when not visiting customers. Experience has taught Sandy that when working from a home office, ________________ plays a critical role in completing the activities that lead to sales success.
self-motivation
What is the role responsible for overseeing several of the firm's most important accounts known as?
strategic account manger
Kate emailed a prospect links to informational videos and a list of referrals that currently use the service she sells. This is an example of Kate using the ______ component of the value proposition:
tools