Chapter 16

A(n) ________ is a written representation of a salesperson's completed activities.

Call report

After successfully overcoming a potential customer's objection to buying the vacuum cleaner he was selling, Terrence, a salesperson, asked the customer for an order. Terrence is in the ________ stage of the selling process.

Closing

________ refers to the sales step in which a salesperson asks the customer for an order.

Closing

Robin works in a manufacturing company in Ohio. She sells products and handles customer requests via the company's online live chat feature. In her company, Robin is most likely a part of the ________.

Inside sales force

Advertising consists largely of non-personal communication with large groups of consumers, whereas ________ involves interpersonal interactions and engagement between company representatives and individual customers.

Personal selling

Because many industry sectors require highly specialized knowledge, General Electric employs different sales forces in each of its different product and service divisions. This approach to sales organization is known as a _______ sales force structure.

Product

________ are useful articles imprinted with an advertiser's name, logo, or message that are given as gifts to consumers.

Promotional products

The first step in the selling process is ________, during which the salesperson identifies qualified potential customers.

Prospecting

The concept of ________ is based on the idea that for many customers, the salesperson is the company --- the only tangible manifestation of the company with which they ever interact. As a result, strong relationships with the salesperson often translate into loyalty to the company and its products.

Salesperson-owned loyalty

Which of the following is the most effective but most expensive way to introduce a new product or create new excitement for an existing one?

Sampling

Which of the following is the best way for a company to increase selling time?

Simplifying administrative duties

Many software companies pair account representatives with computer engineers as well as other experts from areas such as marketing, technical support, and research and development. This concept is known as ________.

Team selling

In the ________, each salesperson is assigned to an exclusive geographic area and sells the company's full line of products or services to all customers in that region.

Territorial sales force structure

Which of the following steps in the selling process is most focused on ensuring customer satisfaction and repeat business?

follow-up

A five-foot high cardboard display of Terry the polar bear, mascot of Terry's protein shake, next to the shelf containing Terry's products in a supermarket is an example of a(n) ________.

point-of-purchase promotion