Chp. 19

Question 1

Personal Selling

Answer 1

the two way flow of comm. between a buyer or buyers and sellers, designed to influence the buyers purchasing decision

Question 2

What are examples of the value added by personal selling?

Answer 2

(1) they provide info and advice (2) save time and simplify buying (3) build relationships

Question 3

relationship selling

Answer 3

refers to a sales philosophy and process that emphasizes a commitment to maintaining the relationship and investing in opportunities that are mutually beneficial to both parties

Question 4

5 steps in the personal selling process

Answer 4

(1) generate and qualify leads (2) pre approach (3) sales presentation and overcoming reservations (4) closing the sale (5) follow-up

Question 5

leads

Answer 5

potential customers

Question 6

qualify

Answer 6

asses the customers potential

Question 7

trade shows

Answer 7

events attended by buyers where leads can be found

Question 8

cold calls

Answer 8

methods of prospecting in which salespeople telephone or go to see potential customers without appointments

Question 9

telemarketing

Answer 9

like a cold call but always over the phone

Question 10

preapproach

Answer 10

occurs prior to the meeting of the customer for the first time and extends the qualification of lead procedure. they must conduct research and develop a plan for meeting the needs of that customer

Question 11

role playing

Answer 11

salesperson acts out a specific buying situation with a manager or colleague

Question 12

handling reservations

Answer 12

the salesperson must be prepared to address the reservations that the customer might have about the product or service. good salespeople know the types of reservations that their customer might raise

Question 13

closing the sale

Answer 13

obtaining commitment from the customer to make a purchase

Question 14

follow up

Answer 14

with relationship selling the sale is never really over, the attitude customers develop will set the standard for their future purchasing behavior

Question 15

reliability

Answer 15

the salesperson and the organization must deliver the right product or service on time

Question 16

responsiveness

Answer 16

the salesperson and support group must be ready to deal quickly with any issue question or problem that may arise

Question 17

assurance

Answer 17

customers must be assured through adequate guarantees that their purchase will perform as expected

Question 18

empathy

Answer 18

salesperson must have a good understanding of the problems and issues faced by their customers

Question 19

tangibles

Answer 19

reflect the physical characteristics of the sellers business, buyers will like the product more if they are wrapped nicely

Question 20

sales management

Answer 20

planning, direction, and control of personal selling activities, including recruiting, selling, training, motivating, compensating, and evaluating as they apply to the sales force

Question 21

company sales force

Answer 21

comprises of people who are employees of the selling company

Question 22

independent agents (manufactures representatives or reps)

Answer 22

salespeople who sell a manufacturers product on an extended contract basis but are not employees of the manufacturer

Question 23

order getter

Answer 23

salespeople whose primary responsibilities are identifying potential customers and engaging those customers in discussions to attempt to make a sale

Question 24

order taker

Answer 24

a salesperson responsible for processing routine orders, reorders, or re-buys for products

Question 25

sales support personnel

Answer 25

enhance and help with the overall selling effort

Question 26

selling teams

Answer 26

combine sales specialists whose primary duties are order getting, order taking, or sales support but who work together to service important accounts

Question 27

What are characteristics of a good sales person?

Answer 27

friendly sociable personality, optimistic, resilient, self motivated, empathetic