Chapter 21

Question 1

Two-way flow of communication between a buyer and seller, often face-to-face encounter, designed to influence purchase decision

Answer 1

Personal Selling

Question 2

Consists of planning the selling program and implementing and evaluating the personal selling effort of the firm.

Answer 2

Sales Management

Question 3

Practice of building ties to customers based on a salespersons attention an commitment to customer needs over time.

Answer 3

Relationship Selling

Question 4

Practice where buyers and sellers combine resources to create customized solutions, planning, share customer, competitive, and company information for benefit. (Enterprise Selling)

Answer 4

Partnership Selling

Question 5

Processes routine orders or reorders for products that were already sold by the company.

Answer 5

Order Taker

Question 6

Sells in a conventional sense and identifies prospective customers, provides information, persuades, closes sales, follows up customers use of product.

Answer 6

Order Getter

Question 7

Team of professionals who sell and service

Answer 7

Team Selling

Question 8

Format that assumes that given the appropriate stimulus by a salesperson, the prospect will buy

Answer 8

Stimulus-Responce Presentation

Question 9

Format that consists of information that must provide in an accurate, thorough, and step-by-step manner to inform

Answer 9

Formula Selling Presentation

Question 10

Format that emphasizes probing and listening by the salesperson to identify needs and interest of prospect buyers

Answer 10

Need-Satisfaction Presentation

Question 11

Need satisfaction presentation format that adjusts presentation to fit the selling situation.

Answer 11

Adaptive Selling

Question 12

Need satisfaction presentation format that focuses on problem identification, salesperson serves as an expert on problem

Answer 12

Consulting Selling

Question 13

Describes what needs to be achieved

Answer 13

Sales Plan

Question 14

Specify whom salespeople should contact, what kinds of selling and customer service activities

Answer 14

Account Management Policies

Question 15

Ability to understand one’s own emotions and those of the people who the interact with

Answer 15

Emotional Intelligence

Question 16

Process of providing sales organization with information, and tools that help salespeople.

Answer 16

Sales Enablement

Question 17

Specific goals assigned to a salesperson for a stated time period

Answer 17

Sales Quota

Question 18

Use of computer, information, communication, and internet technologies for efficiency.

Answer 18

Salesforce Automation (SFA)

Question 19

How do Consumers See Sales People

Answer 19

Sales people are the company in a consumers eyes

Question 20

Lead
Prospect
Qualified Prospect

Answer 20

Types of Prospects

Question 21

Stages in Personal Selling Process

Answer 21

Prospecting
Preaproach
Approach
Presentation
Close
Follow-Up

Question 22

Search for and Qualify Prospects

Answer 22

1. Prospecting

Question 23

Gather Information and Decide how to Approach the Prospect

Answer 23

2. Preapproach

Question 24

Gain a Prospects Attention, Stimulate interest, and Make Transition to Presentation

Answer 24

3. Approach

Question 25

Begin Converting Prospect into a Customer by Creating a Desire for the Product or Service

Answer 25

4. Presentation

Question 26

Obtain a Purchase Commitment From the Prospect and Create a Customer

Answer 26

5. Close

Question 27

Ensure that the Customer is Satisfied with the Product or Service

Answer 27

6. Follow-Up

Question 28

How Can you Organize The Sales Force

Answer 28

Geography
Customer
Product