Chapter 10

Question 1

self-leadership

Answer 1

the process of guiding oneself to do the right things and do them well

Question 2

goals and objectives

Answer 2

something a salesperson sets out to accomplish

Question 3

characteristics of goals and objectives

Answer 3

1. realistic, yet challenging
2. specific, yet quantifiable
3. time specific

Question 4

territory analysis

Answer 4

The process of surveying an area to determine customers and prospects who are most likely to buy.

Question 5

account classification

Answer 5

the process of placing existing customers and prospects into categories based on their sales potential

Question 6

single factor analysis

Answer 6

a method for analyzing accounts that is based on the ingle factor, typically a level of sales potential

Question 7

portfolio analysis

Answer 7

a method for analyzing accounts that allows two factors to be considered simultaneously

(1) account opportunity
(2) sellers competitive position

Question 8

sales planning

Answer 8

the process of scheduling activities that can be used as a map for achieving objectives

Question 9

straight-line route pattern

Answer 9

salespeople make calls in one direction until they reach the starting point…works best when accounts are located in clusters that are some distance from one another.

Question 10

cloverleaf route plan

Answer 10

works in different parts of the territory in a series of circular loops. works best when accounts are concentrated in different parts of the territory

Question 11

circular route pattern

Answer 11

works in a series of concentrated circles that spiral across the territory…works best when accounts evenly dispersed throughout the territory.

Question 12

leapfrog route works

Answer 12

works in routes where accounts are clustered into certain locations…works best when the territory is large and accounts are clustered into several widely dispersed groups.

Question 13

major city route pattern

Answer 13

work on a basis of street grids and in outlying areas using a cloverleaf or straight-line pattern…works best when the territory is large and accounts are clustered into several widely dispersed groups.

Question 14

Deal analytics

Answer 14

“Smart” sales force automation tools that analyze data on past customer behavior, cross-sellingopportunities, and demographics to identify areas of opportunity and high customer interest

Question 15

Mobile salesperson CMR solutions

Answer 15

wireless broadband applications that enable users to view, create, and modify data on any internet capable device, like laptops smart phones and netbooks

Question 16

high-tech sales support offices

Answer 16

offices set up at multiple locations where salespeople can access the wider range of selling technology than could be easily carried on a notebook or laptop computer

Question 17

Increasing Customer ValueThrough Teamwork

Answer 17

Internal and External Relationships
Sales Partnerships
Marketing Partnerships
Design and ManufacturingPartnerships
Administrative SupportPartnerships
Shipping and TransportationPartnerships
Customer Service Partnerships

Question 18

external relationships

Answer 18

relationships salespeople build with customers outside the organization and working environment

Question 19

internal relationships

Answer 19

relationships salespeople build with other individual within their own company

Question 20

Building Teamwork Skills

Answer 20

Understanding the Other Individuals
Attending to the LittleThings
Keeping Commitments
Clarifying Expectations
Showing PersonalIntegrity
Apologizing Sincerely Whena Mistake Is Made