exam 1

Question 1

interpersonal interactions
between buyers
and sellers to 
initiate, develop,
and enhance 
customer
relationships

Answer 1

professional selling

Question 2

Requires that salespeople earn customer trust and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value

Answer 2

trust based selling

Question 3

The process whereby new products, services, and ideas are distributed to the members of society

Answer 3

diffusion of innovation

Question 4

the ability of a salesperson to alter his/her sales messages and behaviors during a sales presentation or as they encounter different sales situations and different customers.

Answer 4

adaptive selling

Question 5

An approach to selling where the key idea is that various stimuli can elicit predictable responses from customers.

Answer 5

stimulus response

Question 6

Assumes the buying process for most buyers is essentially identical and that buyers can be led through certain mental states, or steps, in the buying process

Answer 6

Mental states selling

Question 7

Based on the notion that the customer is buying to satisfy a particular need or set of needs. The salesperson is more dependent upon questioning and listening to uncover the buyer’s needs.

Answer 7

need satisfaction selling

Question 8

An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs

Answer 8

problem solving selling

Question 9

The process of helping customers reach their strategic goals:by using the products, services, and expertise of the selling organization

Answer 9

consultative selling

Question 10

Arranges the use of the organization’s resources to satisfy the customer

Answer 10

strategic orchestrator

Question 11

Uses external and internal sources to gather expertise on the customer’s business

Answer 11

business consultant

Question 12

Supports the customer even without the possibility of an immediate sale

Answer 12

long-term ally

Question 13

the extent of buyers confidence that he or she can rely on the sales persons integrity

Answer 13

trust

Question 14

The ability, knowledge, and resources to meet customer expectations.

Answer 14

expertise

Question 15

Predictability of a person’s actions

Answer 15

dependability

Question 16

Honesty of the spoken word.

It means being upfront with others, especially with regard to issues/factors that may impact those others.

Answer 16

Candor

Question 17

The act of salespeople placing as much emphasis on the customer’s interests as their own.

Answer 17

customer orientation

Question 18

A salesperson’s commonalities with other individuals.

Customers generally like to deal with salespeople with whom they can feel a bond.

Answer 18

compatibility

Question 19

refers to right and wrong conduct of individuals and institutions of which they are a part.

Answer 19

ethics

Question 20

the features and characteristics that are related to what the product actually does or is expected to do

Answer 20

functional attributes

Question 21

– A category of product characteristics that refers to how things are carried out and done between the buyer and seller

Answer 21

psychological attributes

Question 22

The augmented features included in the total market offering that go beyond the buyer’s expectations and have a significant positive impact on customer satisfaction

Answer 22

delighters

Question 23

refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing the thoughts and actions of others

Answer 23

assertiveness

Question 24

points to the level of feelings and sociability an individual openly displays

Answer 24

responsiveness

Question 25

The process by which the salesperson adjusts his/her communication style to fit that of the customers in order to
facilitate effective
communication.

Answer 25

communication style flexing

Question 26

A collaborative and two-way form of communication that allows buyers and sellers to develop a better understanding of the need situation and work together to co-create the best
response for resolving the
customer’s needs

Answer 26

trust based communication

Question 27

use open- and closed-end question formats to gain confirmation and to uncover attitudes, opinions, and preferences of customer

Answer 27

evaluative questions

Question 28

refer to or directly result from information previously provided by the other party.

Answer 28

reactive questions

Question 29

situational 
functional
social
psychological
knowledge

Answer 29

5 types of buyer needs

Question 30

A form developed & distributed to the qualified potential suppliers that helps suppliers develop and submit proposals to provide products as specified by the firm

Answer 30

RFP- request for proposals

Question 31

Must haves- Functional

delighters- psychological

Answer 31

two- factor model

Question 32

assertiveness and responsiveness

Answer 32

communication styles

Question 33

-There the ones that identify a need within the company

Answer 33

initiator

Question 34

Guide the decision process

• Make recommendations and express preferences
• These are often technical or engineering people

Answer 34

influencer

Question 35

Will actually use the product being purchased

-they want to know how the product will help them, and how it will affect their job performance

Answer 35

user

Question 36

The buyer (usually the “boss”)
-Has the ultimate responsibility to make the purchase

Answer 36

decider

Question 37

Negotiate final terms of purchase with the supplier

-Execute the actual purchase

Answer 37

purchaser

Question 38

Control the flow of information between the vendors/selling and buying center members

Answer 38

gatekeeper

Question 39

designed to penetrate below generalized or superficial information

Answer 39

probing questions

Question 40

used to shift or

redirect the topic of discussion

Answer 40

tactile questions

Question 41

situation questions-current situation
problem questions- current challengers
implication questions- consequences of the problem
need pay off- focus on the solution

Answer 41

SPIN