Intro to Marketing - Chap. 13/Personal Selling Portion

True

A sales force compensation plan can both motivate salespeople and direct their activities. (true/false)

True

Personal selling can be more effictive than advertising in more complex selling situations. (true/false)

True

Personal selling consists of interpersonal interactions with customers and prospects to make sales and maintain customer relationships. (true/false)

Internet

Perhaps the fastest-growing sales technology tool is the ________. The Internet offers explosive potential for conducting sales operations and interacting with and serving customers.

True

Personal selling is the interpersonal arm of the promotion mix. A company's sales force creates and communicates customer value through personal interactions with the customer. (true/false)

Outside sales force

(or field sales force) Outside salespeople who travel to call on customers in the field.

True

Advertising consists largely of nonpersonal communication with large groups of consumers.

Salesperson

An individual representing a company to customers by performing one or more of the following activities; prospecting, communicating, selling, servicing, information gathering, and relationship building.

Team Selling

As products become more complex, and as customers grow larger and more demanding, a single salesperson can't handle all of a large customer's needs. Instead, most companies now use ______ to service large, complex accounts. _______ can unearth problems, solutions, and sales opportunities that not individual sales person could. Using teams of people from sales, marketing, engineering, finance, technical support, and even upper management.

True

Digital technologies are "delivering instant information that builds relationships and enables sales to be more efficient and cost-effective and more productive. (true/false)

Presentation

Druing the ______ step, the saleperson tells the "value story" to the buyer, showing how the company's offer solves the customer's problems.

True

Great salespeople know how to sell, but more importantly they know how to listen and build strong customer relationships. (true/false)

True

Ideally, the sales force and other marketing functions (marketing planners, brand managers, and researchers) should work together closely to jointly create value for customers.

Product sales force structure

If a company has numerous and complex products, it can adopt a ___________, in which the sales force specializes along product lines. i.e. GE having different sales forces for aviation, energy, etc.

Ture

If sales people work smart and work hard, they will realize their full potential-to their own and the company's benefit.

True

In a typical sales force, 30% of the salespeople might bring in 60% of the sales. (true/false)

True

Research suggests that the best salespeople possess four key talents: intrinsic motivation, a dicsiplined work style, the ability to close a sale, and perhaps the most important, the ability to build relationships with customers. Super salespeople are motivated from within-they have an unrelenting drive to excel. (true/false)

True

Sales Forces may range in size from only a few salespeople to tens of thousands. Salespeople constitute one of the company's most productive - and most expensive - assets. Therefore, increasing their numbers will increase both sales and costs.

True

Sales promotion is the most short-term of the promotion mix tools. Whereas advertising or personal selling say "buy", sales promotions say "buy now" (true/false)

True

Telemarketing and Internet selling can be very effective, less costly ways to sell to smaller, harder-to-reach customers. For many types of products and selling situations, phone or Internet selling can be as effective as a personal sales call. (true/false)

Selling process

The _________ is the steps that salespeople follow when selling, which include prospecting and qualifying, preapproach, approach, presentation and demonstration, handling objections, closing, and followup.

True

The best sales people are the ones who work closely with customers for mutual gain. (true/false)

Prospecting

The first step in the selling process is ________ - identifying qualified potential customers.

Motivation

The goal of _______ is to encourage salespeople to "work hard" and energetically toward sales force goals.

Supervision

The goal of _______ is to help salespeople "work smart" by doing the right things in the right ways.

Follow up

The last step in the selling proccess ________ is necessary if the sales person want to ensure customer satisfaction and repeat business.

Compensation

_____ consists of four elements: a fixed amount, a variable amount, expenses, and fringe benefits.

Workload approach

A company first groups accounts into different classes according to size, account status, or other factors related to the amount of effort required to mainatin the account. Then determines the number of salespeople needed to call on each class of accounts the desired number of times.

Inside Sales force

Conduct business from their offices via telephone, the Internet, or visists from buyers.Some inside salespeople provide support for the outside sales force, freeing them to spend more time selling to major accounts and finding new prospects.

handling objections

In _______, the sales person should us a positive approach, seek out hidden objections, ask the buyer to clarify and objections, take objections as opportunities to provide more information, and turn the objections into reasons for buying.

True

In all, technology has reshaped the ways in which salespeople carry out their duties and engage customers. (true/false)

Territorial sales force structure

In the ____________ structure, 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 territory.

Value

The qualities that buyer ______ most include good listening, empathy, honesty, dependability, thoroughness, and follow-through.

Dislike

The qualities that buyers _____ most in salespeople include being push, late, deceitful, unprepared, diorganized, or overly talkative.

True

The sales force serves as a critical link between a company and its customers. In many cases, salespeople serve two masters-the seller and the buyer. (true/false)

Closing

The sales step in which a salesperson asks the customer for an order.

Preapproach

The sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call.

True

To many customers, the salesperson is the company-the only tangible manifestation of the company that they see. (true/false)

True

Top performers can put themselves on the buyer's side of the desk and see the world though their customer's eyes. They don't want just to be liked, they want to add value for customers. (true/false)

value selling

demonstrating and delivering superior customer value and capturing a return on that value that is fair for both the customer and the company. _____ requires listening to customers, understanding their needs, and carefully coordinating the whole company's efforts to create lasting relationships based on customer value.

Personal selling

Personal presentations by the firm's sales force for the purpose of making sales and building customer relationships.

Approach

The sales step in which a salesperson meets the customer for the first time. During the _______ step, the salesperson should know how to meet and greet the buyer and get the relationship off to a good start.

Prospecting

The sales step in which a salesperson or company identfies qualified potential customers.

Customer sales force structure

Using a _________ (or Market) ______, a company organizes its sales force along customer or industry lines. Separate sales forces may be set up for different industries, servicng current customers vs finding new ones, and servcing major accounts vs regular accouts.

Sales force management

We define _________ and analyzing, planning, implementing and controlling salse force activities. It includes designing sales force strategy and structure, as well as recruiting, selecting, training, compensating, supervision and evaluating the firms sales people. Alternate meaning: Planning organizing, leading and controlling personal contact programs designed to achieve profitable customer relationships. Once again the goal of every marketing activity is to create customer value and build customer relationships.

Complex sales force structure

When a company sells a wide variety of products to many types of customers over a broad geographic area, it often employ a _________, which combines several types of organization. Salespeople can be specialized by customer and territory; product and territory; product and customer; or territory, product, and customer. No single stucture is best for all companies and situations. each company should select a sales force structure that best serves the needs of its customers and fits its overall marketing strategy.

Selling

_______ involves a seven-step process: prosepecting and qualifying, preapproach, approach, presentation / demonstration, handling objections, closing and followup. These steps help marketers close a specific sale and, s such, are transaction oriented.

Personal Selling

________ is one of the oldest professions in the world. The people who do the selling go by many names, including salespeople, sales representative, agents, district managers, account executives, sales consultants, and sales engineers.

Organizational Climate

_________ describes the feeling that sales people have about their opportunities, value, and rewards for good performance.