1-21 Flashcards

1
Q

What is the definition of selling?

A

Human driven interaction between and within individuals and organizations: No sequential steps, involves many people, creates value, customer value proposition

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2
Q

In a sales transaction, what is the buyer’s profit? The seller’s profit?

A
  • Buyer: Value

- Seller: Selling price - cost of goods sold & selling costs

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3
Q

What is the personal value equation?

A

Benefits received - (selling price + time and effort to purchase)

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4
Q

How can time savings enter into the sales equation?

A

They can offset higher prices - pay more for service, expertise convenience.

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5
Q

What are three ways that salespeople can add value in a selling situation?

A
  • Provide interface between buying and selling companies
  • Encourage two way communication
  • Help foster trust and commitment
  • Identify networks of key players
  • manage situations
  • be attended to activities that increase value
  • provides closure
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6
Q

In terms of adding value, which is the difference between unpaid and paid sales promotion? The difference between personal and impersonal sales promotion?

A
Unpaid = publicity + WOM
Paid = Ads/promos + personal selling/e-mail
Personal = Personal selling / e-mail + WOM
Impersonal = Ads + Publicity
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7
Q

What are three tasks that client relationship managers do?

A
  • Prospecting new customers
  • Demonstrating products
  • increasing sales to existing customers
  • negotiation price & delivery terms
  • writing orders
  • making sales presentations
  • make orders go smoothly
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8
Q

What are three benefits to team selling?

A
  • Better performance
  • higher job satisfaction
  • higher turn over intention
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9
Q

Define and provide a diagram for the following sales channels: B2B industrial salesperson, B2B trade salesperson, B2B missionary salesperson, B2C direct salesperson.

A

B2B industrial salesperson
Manufacturer or service provider
–> industrial sales person –> business customer
(Pictures)

B2B Trade salesperson 
Manufacturer
--> Trade salesperson
--> Distributor
--> Distributor salesperson
-->Business customer

B2B Missionary salesperson
Manufacturer
–> Missionary salesperson
–> Business customer

B2C direct salesperson

  • Manufacturer
  • -> Direct salesperson
  • -> Consumer
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10
Q

How is selling to an existing customer different from selling to a new customer?

A

They are at least a little informed on your product. Working on maintaining relationships. Either a straight or modified rebuy

new customer is much more difficult because you have to build credibility, trust

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11
Q

What is the difference between “order taking” and “order getting”? Which is preferred (from the organization)? Which is easier (as a salesperson)?

A
  • taking: the customer told me something and that’s it (I want a cheeseburger)
    • getting: upselling, asking for a little bit more (want apple pie with that?) ***use word “upselling” to describe this in exam

Preferred by Organization: order getting
Easier for salesperson: order taking

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12
Q

What is the difference between a field salesperson and an inside salesperson?

A
  • Field: Communicate with the customer face to face at the customers location
  • Inside: Communicate with customers by telephone of computer at employer’s location
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13
Q

What is the definition of emotional intelligence? Why is high emotional intelligence an important quality for a salesperson to have?

A
  • Ability of effectively understand and regulate one’s own emotions and to read and and respond to the emotions of others.
  • Avoid impulse, empathy, effectiveness, high performance + retention
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14
Q

What is the definition of ethics?

A

The principles governing behavior of an individual or a group

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15
Q

How did the sales profession change from the early days (pre-1960) to today in terms of objective, orientation, and the role of the salesperson?

A

Objective: Making sales, making sales, satisfying customer needs, building relationships
Orientation: Short-term seller needs, short-term seller needs, short-term customer needs, Long-term customer and seller needs
Role: Provider, persuader, problem solver, value creator

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16
Q

How can manipulation and persuasion hurt a relationship with customers?

A

Manipulation: Eliminating or reducing a buyer’s choice unfairly
Persuasion: The decision still remain the buyer’s, with attempts made to influence it. Lost trust.

17
Q

What are the pros and cons to giving your largest customer an expensive holiday gift?

A

Good relationships vs. Special treatment

Might expect it
others might here about it and leave

18
Q

What are two ways that a salesperson might rationalize unethical decisions?

A

“All salespeople behave this way”
“No one will be hurt by this behavior”
“Lesser of two evils”
“Price to pay for business”

19
Q

What is the ‘front page of the newspaper’ test that we discussed regarding making ethical decisions?

A

Would you be upset if this behavior or activity were publicized in a newspaper?

20
Q

What is the definition of deception in a sales context?

A

Deliberately presenting inaccurate info

-Half truths, withholding info, manipulative, unethical

21
Q

What is the definition of bribing in a sales context?

A

Payments made to buyers to influence their purchase decisions