Chapter 18-Personal Selling and Sales Management

Question 1

Personal Selling

Answer 1

the two way flow of communication between a buyer and seller- often face to face

Question 2

Sales Management

Answer 2

Planning the selling program and implementing and controlling the personal selling effort of the firm

Question 3

Relationship Selling

Answer 3

Practice of building ties to customers based on a salesperson’s attention and commitment to their needs

Question 4

Partnership Selling

Answer 4

buyers and sellers combine their expertise and resources to create customized solutions

Question 5

Order Taker

Answer 5

Processes routine orders or reorders for products that have already been sold by the company

Question 6

Order Getter

Answer 6

A salesperson who ells in a conventional sense and identifies prospective customers, provides customers with info and persuades them to buy

Question 7

Missionary Salespeople

Answer 7

Sales support personnel who do not dirtily solicit orders but rather concentrate on performing promotional activities

Question 8

Sales Engineer

Answer 8

Specializes in identifying, analyzing, and solving customer problems and brings know-how and tech expertise but does not sell

Question 9

Team selling

Answer 9

Using an entire team of professionals in selling to major customers

Question 10

Personal Selling Process steps

Answer 10

Sales activities occurring before and after the sale itself: 1.Prospecting 2.Preapproach 3. Approach 4.Presentation 5.Close 6.Follow Up

Question 11

Simultaneous response presentation

Answer 11

Selling format that assumes the prospect will buy if given the appropriate stimulus by salesperson

Question 12

Formula selling presentation

Answer 12

Provides info in an accurate, thorough, and step by step manner to inform the prospect of prospective buyer

Question 13

Need-satisfication presentation

Answer 13

A selling format that emphasizes probing and listening by the salesperson to identify needs of

Question 14

Adaptive selling

Answer 14

A need-satisfaction sales presentation that involves adjusting the presentation to fit the selling situation

Question 15

Consultative selling

Answer 15

Focus on problem definition- Recognition and resolution

Question 16

Sales plan

Answer 16

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed

Question 17

Key account management

Answer 17

The practice of using team selling to focus on important customers and long term relationships with mutual benefits

Question 18

Workload method

Answer 18

Formula based method for determine the size of a sale force that integrates the # of customers served, call frequency, call length

Question 19

Account Management Policies

Answer 19

Policies that specify whom the sales people should contact what kinds of selling and customer service activities should be engaged in, and how they should be carried out

Question 20

Emotional Intelligence

Answer 20

The ability to understand ones own emotions and the emotions of people with whom one interacts on a daily basis

Question 21

Sales Quota

Answer 21

Contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period

Question 22

Salesforce Automation

Answer 22

The use of tech to make the sales function more effective and efficient