Chap 17** Flashcards

1
Q

The interpersonal influence process involving a seller’s promotional presentation conducted on a person to person basis with the buyer is called what?

A

Personal selling

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2
Q

Salespeople can also be called?

A

Problem solvers

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3
Q

4 types of selling?

A

Over-the-counter selling (online selling a part of)
Field Selling
Telemarketing
Inside selling

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4
Q

What is the most expensive form of selling?

A

Field selling

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5
Q

Personal selling that relies on lists of family members and friends of the sales person, who organizes a gathering of potential customers for a demo of products is called?

A

Network marketing

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6
Q

Telemarketing serves what 2 purposes and what 2 markets?

A

Sales and Service

B2B and B2C

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7
Q

A sales method in which sales personnel place phone calls to prospects and try to conclude the sale over the phone is called?

A

Outbound telemarketing

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8
Q

A sales method in which prospects call a seller to obtain information, make reservations, and purchase goods and services is called?

A

Inbound telemarketing

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9
Q

What is a drawback of telemarketing?

A

Consumers hate it

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10
Q

Firms still use telemarketing because ____ ?

A

Average call cost is low

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11
Q

What uses a combination of filed selling techniques applied through inbound and outbound telemarketing channels with a strong customer orientation?

A

Inside selling

- selling by phone, mail, and electronic commerice

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12
Q

What builds a mutually beneficial partnership through selling?

A

Relationship selling

- regular contacts between sales representatives and customers over an extended period

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13
Q

Things buyers expect from sales people:

A
  • knowledgeable

- truthful

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14
Q

Offering multiple goods or services to the same customer based on knowledge of that customer’s needs is called?

A

Cross-selling

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15
Q

By meeting customer needs by listening to them, understanding their problems, paying attention to details and following through after the sale is what type of selling?

A

Consultative Selling

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16
Q

What is team selling?

A

Several sales associates are employed to help the lead sales representative reach all those who influence the purchase decision

17
Q

Sales tasks:

A

.Order processing
.Creative selling
.Missionary selling (promoting goodwill)

18
Q

7 Steps of Personal Concept (AIDA Concept)

A
  1. Prospect and Qualify
  2. Approach
  3. Presentation
  4. Demonstration
  5. Handling Objections
  6. Closing
  7. Follow-up
19
Q

Personal selling function of identifying potential customers is what step?

A

Prospecting

20
Q

Determining a prospect’s needs, income and purchase authority as a potential customer is what step?

A

Qualifying

21
Q

A sales person should gather as much information as possible about customers before what?

A

Approach

Precall planning

22
Q

Describing a product’s major features and relating them to a customer’s problems or needs is what step?

A

Presentation

23
Q

What is cold calling?

A

contacting a prospect without a prior appointment

24
Q

What happens in the demonstration step?

A

Customer has the opportunity to try out how a good works before purchase

25
Expressions of resistance by the prospective customer?
Objections | - use objections as an opportunity to reassure the buyers
26
What happens in the closing step?
Salesperson asks customer to make a purchase decision
27
A post sale activities that often determine whether an individual who has made a recent purchase will become a repeat customer?
Follow - Up
28
Incentive compensation directly related to the sales or profits achieved by a salesperson is called?
Commission
29
What is the goal of sales promotion?
Speeding the sales process and increasing sales volume
30
What is a free distribution of a product to obtain futures sales?
Sampling | - high response rate
31
*The process of qualifying a sales prospect involves:
determining a potential customer's needs, income and purchase authority
32
*One important advantage of personal selling over most advertising is:
the ability to actually demonstrate the good or service
33
*Sales promotion techniques were originally intended:
as short term incentives aimed at producing immediate buying responses