Retail 350 Exam 1
True or false: A goal of selling is to create an experience that is exclusively in the best interest of a buyer.
False
True or False: in marketing exchanges, emotional intelligence (EI) is adversely related to performance and retaining customers
False (it is positively related)
The act passed in 1863 during the civil war to encourage citizens to press claims against vendors that fraudulently sold to the US government is called the...
False Claims Act
in the context of international and legal issues in selling, the ___________ prohibits companies form paying bribes to officials in other countries
Foreign Corrupt Practices Act
subordination
It involves giving large amounts of money to high-ranking officials to make them do illegal activities or to ignore and illegal act.
In the context of business-to-business distribution channels, salespeople who work for a firm and promote the firm's products to other firms are know as...
Missionary salespeople
in the context of nonverbal communication, identify a customer who gives a positive sign al to a salesperson using hand gestures
Natalie, who keep her palm open upward
a reseller
OtoSpeed Inc. buys car accessories from other companies to sell it to its customers
In the given equation use to calculate a buyers profit, know as the Personal Value Equation, identify the value represented by "A" = A-(B+C)
PVE=benefits received- (selling price+Time and effort to purchase)
The phenomenon of human-driven interaction between and within individuals or organizations in order to bring about economic exchange within a value-creation context is known as?
Personal selling
In the context of the sales job continuum, which of the following salespeople require a higher level of creativity than the others?
Ryan, who deals with a field customer
An effort to gain insights into customers by utilizing sophisticated data mining and analytic methods is known as...
Selling Analytics
in the context of organizational buying decisions, ___________ __________ _____________ (SLAs) are standards for minimum service delivery for specific objective measures of how a vendor will perform services and are written into a contract.
Service level agreements
Acts such as unwelcome sexual advances; request for sexual favors, jokes, or graffiti; posting sexually explicit material on bulletin boards or cubicle walls'; and physical conduct are referred to as
Sexual Harassment
What is the goal of selling?
To generate economic exchange
True or False: usually, senior executives involve more in important buying decisions that have a larger effect the performance of their firm
True
true or false: in the context of personal codes of ethics, short-term compromises made by salespeople when selling make long-term customer relationship difficult to build.
True
The legal guide to commercial practice in the United States is the
Uniform Commercial Code
Selling is completely related to _________________, which is the total benefit that a sellers products and services provide to a buyer.
Value
an economic ingfluencer
a person concerned about the financial aspects of the buying decision
a coach
a person in a buying firm who directs a salesperson, in maneuvering through the buying process in an effective fashion, leading to a sale
a technical influencer
a person who ensures that technical requirements are met
Sales through Distributors
a producer assigns salespeople to sell to distributors
face to face communication
a seller can send the highest quantity of information
voice mail communication
a seller can send the lowest quantity of information
Jacob is a salesperson who deals with international selling. in this scenario, while communicating with an international customer in English, Jacob should utilize
action-specific verbs instead of using action-general verbs
in the context of the levels of listening, salespeople who project themselves into the mind of a speaker and attempt to feel the way the speaker feels practice
active listening
in the context of a modified rebuy situation, salespeople with out-suppliers need customers to
actively consider changing suppliers
Melissa, a salesperson, plans to change a customers perception of her products value. According to the multi attribute model of a product evaluation and choice, she should
add a new dimension to the product
in the context of voice characteristics, in order to avoid monotony, salespeople should learn to
alter the loudness of their speech
if a product is proprietary, which is available from only on supplier, a buyer might demand that the supplier develop a second source for the component. This strategy is known as...
always a share
while communicating sales messages and stories with customers, salespeople often try to draw a parallel between one thing and another called a
analogy
in the context of the parties to a buying decision, a typical characteristic of users is that they...
are important in new-task and modified rebuy situations
Due to the unusual freedom and flexibility offered by sales jobs, typical salespeople
are similar to independent entrepreneurs
customers tend to engage in long-term relationships only with salepeople who
are trustworthy and dependable
a type of just in time inventory control system where a vendor manages inventory level for a customer is known as
automatic replenishment
in the context of the e-mail communication between salespeople and buyers, the salespeople should
avoid delivering bad new via e-mail
Gerald is a salesperson. he presents a sales talk to his customers. In the context of the usage of gestures, in order to positively impact the customers. Gerald should
avoid showing too many gestures
identify the forms of nonverbal communication
body language, appearance, space
when a salesperson makes unfair or untrue statements to customers about a competitor, its products, or its salespeople ___________ __________ occurs
business defamation
an informal, cross department group of people involved in a purchase decision is known as the
buying center
in the context of just in time inventory control systems, how do efficient consumer response systems use automatic replenishment technology?
by using electronic data interchange (EDI)
In the context of business-to-business distribution channels, a feature of a missionary salesperson is that he or she
calls on people who have an impact on a buying decision
decreasing the rating for a competitive product
can be a dangerous strategy as customers encourage salespeople who say good things about their product, not bad things about competitive products
with the arrival of the industrial revolution, what did the companies do after sending salespeople across the country to sell?
canned sales pitches were distributed by them to all salespeople
capital equipment salespeople should understand that
capital equipment buying usually concentrates on lifetime operating cost rather than the initial purchase
capital equipment salespeople are required to work with a number of people included in a purchase decision because...
capital equipment purchases ideally demand major financial commitments
in the context of a salesperson-company relationship, professional salespeople should
consider their companies interest more valuable than their self interest
customers who purchase products and services for use by themselves or by their families are called
consumers
the seller
contract terms of a sale mention free on board destination
A sale is said to have formed when a
contract to sell is completed
the buyer
contracts terms of a sale mention free on board factory
in the context of the ways to decrease uncertainty and risk in a buying process, what can be considered lost for good for out-suppliers of an organization
converting purchasing decision into straight rebuys
as part of the third step in the organizational buying process, potential suppliers use the specifications of a product to...
create proposals
Salespeople should have the trait of having imagination and inventiveness and using them to come up with new solutions and ideas, known as
creativity
when a customer becomes increasingly bound to a particular course of action while going through the steps In the buying process, it is known as...
creeping commitment
selling firms determine which go-to-market strategy to use for each customer based on certain factors. one such factor that pertains to the estimated value of a customer over the lifetime of the customers relationship with a seller is called?
customer lifetime value (CLV)
Salespeople report information about expenses, sales forecasts, competitor activities, calls make, future calls schedules, business conditions, and unsatisfied customer need to their firms. Most of this information is included in a
customer relationship management (CRM) system
a responsibility of a salesperson as a client relationship manager is to assist customers identify problems, offering information about potential solutions, and providing after-sale service to make sure they they have long-term satisfaction. The phrase often used to describe this is
customer-centric
Field selling
deals more with problem solving with customers than the other type of selling
Inside selling
deals more with reacting to customer-initiated requests
withholding information or lying to a customer is known as ___________ which is clearly manipulative and is unethical
deceiving
in the context of the people involved in a purchase decision, people who make the final choice of a buying process are known as
deciders
in the context of the communication process, interpreting the meaning of a received message is referred to as...
decoding
Under the Clayton Act of 1914, tying agreements typically are illegal because they
decrease competition among firms
_____ ______ means that purchases made by original equipment manufacturers and resellers ultimately rely on the demand for their products, either other organizations or consumers
derived demand
in the context of active listening skills, the technique of verifying information by repeating that has been said by a customer
diminishes the change of misunderstandings
salespeople working with in-suppliers
discourage customers from considering new sources, even on a trial basis
generally a buying process initiates due to the...
dissatisfaction of users with a product used by a firm
A group of people and firms accountable for the flow of products and services from a producer to an ultimate user is known as...
distribution channel
according to the principles for a salesperson wanting to dress for success proposed by Vicki west, salespeople should
dress based on the humidity, temperature, and weather patterns of a region
a strategy stating that customers are more interested in early involvement by possible vendors in situations involving purchasing components as part of a new product development than when buying other types of products is known as...
early procurement involvement
Samantha is a salesperson who works for a clothing manufacturer. she sells a product that has no test results concerning its performance. in order to avoid legal and ethical problems with misrepresentation of the product, she should...
educate customers about the products specific performance as much as possible
in a consumer product distribution channel, the just in time inventory control systems in which retailers and distributors work closely with their vendors to reduce inventory investments and still satisfy customer's needs are called
efficient consumer response (ECR) systems
Sophia is the general manager of a furniture manufacturing factory. she notices that the factory is not running efficiently because of the old assembly equipment used for production. After learning about this issue, Ethan, a salesperson, shows Sophia how efficiency can be improved by buying some automated assembly equipment. identify the step of an organizational buying process illustrated in this scenario.
elaborating the product type required
Emma, a salesperson, notices that a customer uses broader and more vigorous arm movements than before during a sales presentation. In the context of nonverbal communications, Emma should recognize that the customers arm movements indicate that the customer is
empathetic about the ideas he or she communicates verbally
in the context of the communication process, the translation of thoughts into words is known as
encoding
salespeople working with out-suppliers
encourage customers to place a small trial order so the firm can demonstrate a products qualities
adding a new dimension to the product
encourages a customer to consider a new attribute, one on which the product has superior performance
Stella, a salesperson, plans to gift the customers who buy products worth $500 and more. In this scenario, in the context of ethical standards, Stella should
ensure that it does not violate the policies of the customers
a guideline salespeople with regard to email communication with buyers is that they should
ensure that the first few lines of the email are important
in order to perform the strategy of supplier relationship management (SRM), as the first step, organizational buyers should
estimate the annual spend, which is the amount that is spent with each vendor and for what products
the principles governing the behavior of a person or a group are known as
ethics
new tasks
executive and engineers
in the context of various communication media used by salespeople to interact with customers, when asked, the customers suggested that
face to face communication develops high trust
which of the following is the core principle at work in considering ethics in professional selling?
fairness
True or False: The complexity of organizational selling is reducing ad more customers become global business
false
true or false: in the context of voice characteristics, customers tend to appreciate the expertise of salespeople who talk much faster than the normal rate of 140 words per minute
false
based on the evolution of selling, identify a consequence of the industrial revolution in the 1800's
firms began to manufacture more goods more cheaply
based the evolution of selling, identify a consequence of the Industrial Revolution in the 1800's
firms began to manufacture more goods more cheaply
Unpaid methods
firms have less control over these methods in comparison with other methods
Paid methods
firms have more control over these meth methods in comparison with other methods
in the context of the complexity of the organizational buying process, the average time needed to complete a typical organizational purchase is
five months
increasing or decreasing an importance weight
focuses on increasing the importance a customer places on attribute on which a product excels
based on the evolution of selling, the orientation of selling toward marketing has_________________
formed a customer-focused perspective
A seller has titel to goods until the goods are received at the destination if the contract terms of the sale specify _________________ destination
free on board
in the context of the people involved in a purchase decision, people who monitor the flow of information and may limit the alternatives considered in a buying process are known as
gatekeepers
the biggest customers for goods and services in the United States are ___________ which purchase goods and services valued at more than $1 trillion annually
government agencies
some firms require salespeople to sign an agreement that contains a noncompete clause. Through such a clause, essentially a firm wants to
guard against its salespeople taking customers with them when they move to a new company
in terms of physical contact with customers, generally, salespeople should restrict physical contact to a
handshake
In the context of salespeople being account team managers in their firms, it has been found that salespeople who try to sell a product alone
have greater turnover intentions
According to the UCC, a feature of authorized agents of a company is that they
have the power to legally obligate their company in a business transaction
Identify a characteristic of a typical salesperson
he/she communicates to many people daily
Hailey works for an automobile-manufacturing factory. she notices that one of the auto parts manufacturing machines has stopped working. identify the step of an organizational buying process illustrated in this scenario.
identifying a need or an issue
according to research, a positive ethical environment in a firm helps
increase salespeople commitment to the firm
an effect of a customer focused perspective of selling is that it
increases the importance of ethics
side to side movements
indicates doubt and insecurity
Nathan, who keeps his legs uncrossed in an open position
indicates, cooperation, confidence, and friendly interest
in the context of voice characteristics, the pitch or tone of speech is known as
inflection
in the context of a modified rebuy situation, to be successful, sales rep from out-supplier must
influence all the individuals participating in a purchasing decision
Nicholas, a salesperson, works for an electronics company. During a sales talk, he confronts a customer, Hannah, who makes lewd sexual comments and gestures toward him. In this scenario, in the context of the guidelines to deal with sexual harassment from customers, Nicholas should
inform Hannah in person that her behavior is not acceptable
Joseph is a salesperson at an electronics outlet. His manager asks him to sell a product without mentioning to the customer that it is a used product. In the context of ethical standards, Joseph should
inform the manager that he is not ready to compromise his principles
in the context of the people involved in a purchase decision, the person who begins the buying process is known as a
initiator
Communication programs that coordinate the use of various vehicles to maximize the total impact of the programs on customers are known as
integrated marketing communications
identify the words that are advisable for salespeople to use the communicating with their customers
intervened, accelerated, crystal clear
in the context of the distance zones people use when interacting in business and social situations, the zone that is used primarily for a persons closest relationships is known as the
intimate zone
Logan, a salesperson, delivers a sales presentation to customers. during the presentation, his hand gestures are at a chest level. I note context of the impact of the location of salespeople's hands during gestures on customers. he will be perceived as a person who
is really passionate about a topic
In the context of sales puffery, identify a true statement about the False Claims Act of 1863
it allowed a person bringing a claim of fraud to share in the proceeds if the contractor was proved guilty and damages are evaluated
services
it consists of employment agencies, consultants, transportation, and internet and telephone connections.
capital equipment items
it consists of major purchases, such as mainframe computers and machine tools, that a producer uses for a number of years
overhaul (MRO) supplies
it consists of paper towels and replacement parts for machinery
staring
it indicates a customers coldness, anger, or dislike toward a salesperson
a gaze to the right
it indicates that a customer is thinking about the logic and facts in a sales presentation
lubrication
it involves small amounts of money or fights, ideally given to low-ranking managers or government officials, in countries where these payments are legal
ethical imperialism
it is a perspective that ethical standards in one's home country should be applied to one's behavior across the world
Cultural relativism
it is a perspective that no cultures ethics are superior
A conspiracy
it is an agreement between competitors before contacting customers
an invitation to negotiate
it is usually made when a salesperson gives a sales presentation
an offer
it is usually made when a salesperson quotes specific terms, such as what the seller promises to deliver and what it expects from the buyer
in the context of creeping commitment shown buy buyers, identify a true statement about early procurement involvement
it leads to potential suppliers to take part in the actual design process for a new product
eyes focused straight ahead
it means that a customer is passively hearing information provided by a salesperson
in the context of illegal business practices, identify a true statement about the U.S. CAN-SPAM law
it prescribes a fine up to $40,000 for each deceptive commercial e-mail sent
A collusion
it refers to competitors working together while a customer is making a buying decision
in the context of illegal business practices, identify a true statement about the federal Do-Not-Call Registry
it restricts the conditions under which any person on the registry may be telephones at home or on a cell phone
gazing to the left
it signals a customers intense concentration on the sales presentation based on an emotional consideration
intense eye contact for more than three seconds
it signals customer displeasure
in the context of international ethical and legal issues in selling, identify a true statement about the Foreign Corrupt Practices Act (FCPA)`
it was amended to allow U.S. companies to pay small lubrication payments to foreign officials when they are customary in a culture
a logistics supply chain management system used by a manufacture to minimize its inventory by providing frequent deliveries, sometimes daily, immediately before assembly into the final product is known as the ...
just-in-time inventory control system
during a sales talk in front of a group of customers, Rhea, a salesperson, drops her hands down by her sides and keeps them there. in the context of the impact of the location of salespeople's hands during gestures on customers, she will be perceived as a person who
lacks enthusiasm
Statutory laws
laws based on legislation passed either by state legislatures or by congress
administrative laws
laws established by local, state, or federal regulatory agencies
negative nonverbal signals
leaning backward, shaking head, little change in expression
Samson is a salesperson. in roder to effectively communicate with his customers using voice mail, he should
leave a brief and clear message containing a suggested time for a return call
Sarah, a salesperson, decides to leave her job. in this scenario, she should
leave the job after providing adequate notice
in terms of the principles for a salesperson wanting to dress for success proposed by Vicki West, salespeople need to
let their industry norms decide the general parameters for appearance choices
as part of the economic criteria of businesses, they use a technique for deciding the price of equipment or supplies over their useful lives. this technique is known as _____ also called the total cost of ownership.
life cycle costing
in the context of active listening, an 80-20 listening rule states that salespeople should
listen 80 percent of the time and should not talk more than 20 percent of the time
Peter a salesperson, creates a twitter account to effectively connect with buyers. in this scenario, to accomplish his intention, he should
make a link to things that may be interesting to the buyers
in the context of straight rebuy situations, to maintain strong relationships with customers and to ensure that they do not consider other suppliers, salespeople must
make sure that their products continue to receive favorable assessments
To avoid problems created by backdoor selling, salespeople should
make the purchasing agent understand the benefits to be gained by direct contact with other people in a customers firm
in the context of body language patterns, salespeople should practice _____________ which is where a person copies the nonverbal of another person
mirroring
advertising, the internet, and sales literature
mostly used in the early steps of the buying process
Selling to buyers in the headquarters of a buying firm is referred to as a headquarters selling. A feature of headquarters selling is that it
needs a high level of creativity and skill
Sophia is a salesperson. In the context of the sales job continuum, she requires a higher level of creativity when she...
needs to secure customer commitment
in the context of the types of buying decisions a ______ _______ situation occurs when a buyer purchases a product or service for the first time.
new task
in the context of the communication process, sounds that are not related to messages being exchanged by a salesperson and a customer, such as ringing telephones or other conversations nearby, are known as
noises
a salesperson may be required to sign a contract that details the information owned by a customer and how or if that information can be shared with others. This contract is known as
nondisclosure agreement
During a sales call, Deborah, a salesperson, talks about the negative attributes of a competitors product. In the context of the relationship between salespeople and their competitors, Deborah's act is...
not advisable as it makes customers assume that she is biased toward her firm and its products
persuasion
not unethical
as part of the third step in the organizational buying process, buyers use the specifications of a product to
objectively assess suppliers proposals
while actively listening to a speaker, salespeople should
obtain as much information as possible from the speaker
rational needs
organizational needs such as profit gains
an original equipment manufacturer
otospeed inc. buys engines from Tella Engines for manufacturing cars
an end user
otospeed inc. buys materials handling equipment from IronRod Machines Inc. for its warehouse
According to the UCC, typically, written agreements between a salesperson and a customer are required for sales
over $500
a person with high stress levels
over 50 or 70 blinks per minute
kickbacks
payments made to customers based on the amount of orders placed
bribes
payments made to customers to influence their purchase decisions
what happens during the final step of an organizational buying process?
people involved in the buying process evaluate a products performance either formally or informally
non contact people
perceive the other group as overly friendly and obtrusive
contact people
perceive the other groups as cold and unfriendly
emotional needs
personal needs of the members of a buying center
the process by which a salesperson attempts to convince other people to change their attitudes or behaviors regarding an issue while understanding that the other person is free to accept or reject the idea is known as
persuading
Sophia is a salesperson for a moving company. In the context of a buyer-seller relationship, the dealing with an existing customer, Sophia must...
place emphasis primarily on developing a buyer-seller relationship and serving the customer
An unethical method of stealing potential customers from other salespeople is known as...
poaching
In the context of consumer distribution channels, a difference between manufacturers agents and distributors and retailers is that the manufacturer's agents do not
possess the ownership of products
According to the court decisions related to the Robinson Patman Act, the practice of giving unjustified special prices, discounts, or services to some customers and not to others by a seller is known as
price discrimination
laws that limit the amount of information that a firm can obtain about a consumer and specify how that information can be used or shared are known as _______________ laws
privacy
modified rebuys
productions and purchasing managers
straight rebuys
purchasing agents
In order to build strong long-term relationships with customers, salespeople must...
react positively and quickly to a customer's needs.
A characteristic of successful salespeople is that they
realize their mistakes are learning opportunities
in the context of illegal business practices, a peculiar relationship in which two companies agree to purchase products from each other is referred to as
reciprocity
In order to improve emotional intelligence, salespeople should
recognize and realize their own emotions as they arise
in the context of the approaches taken by salespeople to change perceived value of a product, identify the simplest strategy to implement that is typically used by firms as a last resort
reducing the price of the product
Melissa, a salesperson, attempts to make a cold telephone call to set up an appointment with her customer. her cal goes to voicemail as the customer fails to pick up. in this scenario, she should
refrain from leaving a message
in the context of supply chain management, the ultimate objective of the Just in time inventory control system is to
remove all inventory except products in production and transit
the practice of introducing a minimum price below which distributers or retailers cannot resell their products is known as _________________ which is legal in some situations
resale price maintenance
customers who purchase finished products or services with the intention to resell them to businesses and consumers are known as
resellers
Benjamin, a salesperson, meets his customer before starting the sales talk. in the context of the guidelines for salespeople to shake hands with customers, when the customer offers his hand, he's should
respond with a firm handshake along with good eye contact
in the context of the communication between salespeople and customers, the time between sending a message and receiving a reply is known as
response time
mia, a salesperson, engages in international selling. in this scenario while communicating with a customer in English, Mia should utilize
rules of grammar more strictly than she would in everyday speech
organizations whose go-to-market strategies rely heavily on salespeople are called...
sales force-intensive organizations
glowing descriptions such as "our service cannot be beat" are referred to as _________________ _________________ which cannot be reasonably relied by customers
sales puffery
Identify the bases of the financial rewards of selling
salespeople must have a certain level of skill and must be sophisticated to sell.
Direct sales to a business customer
salespeople working for a producer call directly on their producers
according to the principles for salesperson wanting to dress for success proposed by Vicki West, while making wardrobe choices, it is advisable for sales people to
select clothes based on the range of choices acceptable to their industry
Natalie, a salesperson, works for a microprocessor company in order to target buyers for original equipment manufacturers, she should
show that the microprocessors help the buyers manufacture products that will offer superior value
Samantha a salesperson, delivers a sales talk to a group of customers in the context of the usage of gestures, in order to positively impact the customers, Samantha should
show the palm of her hand
Jennifer, who keeps her legs crossed away from a salesperson
signals that the sales call is not going well
word of mouth information from friends and colleagues
significant in the proposal evaluation and supplier selection steps of the buying process
in the context of voice characteristics, a speaker can use articulation at its best when the
speaker opens his or her mouth correctly
salespeople who want to effectively sell products or services to government agencies should
study their procurement procedures and rules
back and forth motions
suggest a positive outlook
vendor evaluation processes
supplier relationship management systems
Jake, a customer, buys a new car from Trumotors Inc., with features that will be added by a third-party vendor. Sean the sales person, coordinates the efforts of the vendor with Trumotors Inc. In this scenario, Sean, as a salesperson, is playing the role of
supply chain logistics and channel manager
a system that begins as a set of programs undertaken to increase the efficiency of the distribution channel that transfers products from a producers facilities to the end user is known as the...
supply chain management (SCM)
in canada all claims and statements made in advertisements and sales presentations about comparison with competitive products must pass
the credulous person standard
logistics systems
the just-in-time inventory control system
In the context of a seller-buyer relationship...
the sender encodes the message -the receiver decodes the sellers message - the sender encodes a reply message to the selling- the receiver then decodes the buyers message
What should salespeople do to satisfy (customer) quality needs?
they have to analyze what organizational buyers are looking for.
which of the following is a guideline that helps salespeople determine the right thing to do when selling?
they should depend on their own codes of ethics and/or their firms and industries codes of ethics
what should salespeople do to break in to a straight rebuy situation
they should give customers concrete information to make them treat the purchase as a modified rebuy
identify a guideline for salespeople to communicate with customers through telephone
they should practice alone before making any calls to perfect their phone style
Field salespeople
they spend considerable time in a customers place of business, communication with the customer face to face.
Inside salespeople
they work at their employers locations and typically communicate with customers by telephone or computer.
Why should salespeople have a clear sense of right and wrong?
to have good, long-term relationships with their customers and companies
salespeople's objectives
to increase compensation and to maintain their own codes of ethics
companies objectives
to increase profits and to decrease sales cost
why do buyers for original equipment manufacturers buy goods?
to utilize the goods in making their products
_____________ are defined as information owned by a company through which the company obtains a competitive advantage
trade secrets
True or False: Effective salespeople should know the ways in which businesses make purchase decision and individuals evaluate product alternatives.
true
in the context of illegal business practices, a buyer needs to buy one product in order to get another product in a
tying agreement
positive nonverbal signals
uncrossed arms and legs, animated excited reaction, contemplative posture
while communicating with customers through e-mails, salespeople should
understand the customers preferences for e-mail
manipulation
unethical
Jennifer is a salesperson at a cellphone company. When selling a cellphone to a new customer Jennifer conceals the fact that the particular cellphone has a defect. In terms of ethical selling, concealing the information about the product is ethically
unfair as it reduces the customers profits the the cellphone performs poorly
an example of a program in which suppliers and customers work together to decrease costs and still provide the required level of performance of a product is
value analysis
in the context of active listening skill, the primary objective of restarting or rephrasing a customer's comment by a salesperson is to
verify the customers intention
An affirmation by a seller that the products will perform as a represented is known as a
warranty
Identify the instances where the legal principles controlling buying and selling are ideally straightforward
when the transaction is uncomplicated and when the purchase occurs only once
Headquarters selling involves selling to buyers in the headquarters of a buying firm. A feature of salespeople involved in headquarters selling is that they
work with buyers to create new systems and strategies
when communicating with customers, salespeople should use words such as...
"crystal clear" and "crisp copies" to provide charm and grace
which of the following are ways In which salespeople can add value in a selling situation?
- by creating meaning out of conditions that arise and conversations that occur -by providing interface between the buying and selling firms
according to general research on buyers, which of the following behaviors of salespeople are considered unethical or inappropriate?
- exaggerating the advantages of a product - answering queries without knowing the correct answer
identify the features of the multiattribute model of product evaluation and choice
- it helps understand the factors individual members of a buying center consider in a assessing and selecting products -it is usually used in complex buying decisions that involve several vendors
in the context of active listening skills of salespeople, identify the uses of summarizing a conversation with a customer.
- it lets both salesperson and customer concentrate on the issues that have been discussed -it gives both salesperson and customer a quick overview of what has taken place
in the context of body language patterns, identify the indications showing that a customers smile is real
- lifting down of skin above the eyes, presence of contracted muscles around the eyes
identify the typical straight rebuy situations
- reorders of original equipment manufacturers (OEMs) product components -purchase of overhaul MRO supplies and services
in the context of a salesperson-company relationship, which of the following salespeople can be considered engaging in an unethical activity?
- stefan, who reports a brief introduction of a product as a demonstration -nell, who reports a sales call after failing to get an appointment with a customer
identify the components of quality criteria businesses
- the amount of time a machine works before needing service - the number of defect found per thousand products
arrange the process involved in the seventh step of the organizational buying process involving a buying firm and a selected supplier in the correct order of occurrence
- the buying firm places a purchase order with the supplier -the supplier ships the product ordered by the buying firm -the buying firm examines the goods received from the supplier -the buying firm pays the supplier for the product ordered
identify the factors that are focused in the description of sales jobs.
- the significance of a customer's purchase decision - the level of buyer-seller relationship
Identify the reasons salespeople who play the role of client relationship managers need to work with other company employees..
- to make sure deliveries are made on time, questions or complaints are resolved quickly, operators are trained to use equipment, and the ensure proper installment of the equipment.
Identify the acts that ban unfair business practices that can diminish competition
-The Clayton act of 1914 -The Robinson-Patman Act of 1934 -The Sherman Antitrust Act of 1890 -The Federal Trade Commissions Act of 1914
in the context of a salesperson delivery words while communicating with customers, identify the voice characteristics
-articulation, rate of speech, inflection, loudness
identify the responsibilities of salespeople who work with resellers
-assist the resellers in selecting which products to sell -help set up point purchase displays and promotions -educate the resellers on how to sell and service products
new tasks
-developing detailed product specifications -identifying a need or problem -defining the product type needed
straight rebuy
-evaluating proposals and selecting a supplier -acquiring and analyzing proposals from qualified suppliers -placing an order and receiving the require product
in the context of body language patterns, identify the salespeople's eye positions that can have a negative effect on customers
-glancing from face to face quickly - staring at a wall
identify the intentions of a salesperson in dressing for business
-making customers trust the salesperson -making customers notice the salesperson in a positive way
Which of the following typically are part of sales jobs?
-negotiating price and delivery terms with customers -demonstrating products to customers and writing orders -prospecting for new customers and increasing sales to existing customers
what are the types of building situations that involve buyers working for manufacturers
-purchasing products that will be included in the products in a firm is making -purchasing products and services to support a firm's manufacturing operation
in the context of nonverbal communication, identify the facial cues from a customer that signal a salesperson that something is wrong
-reddening of face - a tightness around the cheeks
identify the suggestions for salespeople to develop active listening skills
-repeat information received from a speaker -focus on the ideas being communicated by a speaker
Identify the ethical alternatives for a salesperson who cannot live within the company compensation plan and expense policies
-search for another job - convince the firm to alter its compensation plan or expense policy
identify the guidelines for salespeople to use social networking sites like linked-in and facebook
-they should put their facebook/linkedin URL as part of their e-mail signature -they should share articles and links to presentations that can help prospects
Identify the situations in which a tying agreement is considered legal
-when a seller proves that the products mentioned in the agreement must be used together -when a firms reputation relies on the proper function of equipment
identify the typical situations in which a modified rebuy situation occurs
-when customers buying needs change -when a new product becomes accessible
six factors of sales jobs
1) The stage of the buyer-seller relationship 2) The salesperson's role 3) The importance of the customers purchase decision 4) The location of salesperson-customer contact 5) The nature of the offering sold by the salesperson 6) The salesperson's role in securing customer commitment
Arrange the steps involved in a selling process in the correct order of occurrence
1. Prospecting for the sale 2. planning the sales call 3. making the sales call 4. strengthening the presentation 5. responding to objections 6. obtaining commitment 7. building partnering relationships after the sale.
In the context of the characteristic of sales people, identify the aspects of emotional intelligence
1. identifying customers emotions 2. realizing one's own feelings as they arise 3. utilizing one's emotions to interact constructively with customers
Arrange the steps in organizational buying processing the correct order of occurence
1. recognize a need, and define the product type required 2. create detailed specifications of the product type, and look for qualified suppliers 3. obtain and analyze proposals from suppliers 4. evaluate suppliers proposals and choose a supplier 5. place and receive the purchase order from a supplier 6. asses the product performance
arrange the steps that help salespeople choose right postures and body movements in the correct order of occurrence
1. stand before a mirror 2. shift the weight until tension in the back and neck gets minimum 3. slowly pull the shoulders up and back and raise the head 4. walk by taking a few steps and maintain the pace deliberate without halting
in the context of nonverbal communication involving facial reactions, arrange the steps to achieve a right smile in the correct order of occurence
1. stand in front of a mirror or a video camera. 2. try different smiling positions until a natural and comfortable position is found 3. keep practicing the smile until it becomes almost second nature
relaxed person
10-20 blinks per minute
speaking rate of an individual
120-160 words per minute
a person during normal conversation
25 blinks per minute
listening rate of an individual
800 words per minute
