fill in the blanks Flashcards
Sales _______ is a customer-oriented approach that uses truthful, non-manipulative
tactics to satisfy the long-term needs of both the customer and the selling firm.
Professionalism
________ are constantly involved with new products, new customers, or both
pioneers
______ sales refers to non retail salespeople who remain in their employer’s place of business
while dealing with customers
inside
_______is the extent of the buyer’s confidence that he or she can rely on the salesperson’s
integrity
trust
_______is the right and wrong conduct of individuals and institutions of which they are a part
ethics
_______is a false claim made by a salesperson
misrepresentation
RFP stands for
Request for proposals
______ needs are the specific needs that are contingent on, and often a result of, conditions
related to the specific environment, time, and place
situational
________ 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
assertivness
______ points to the level of feelings and sociability an individual openly displays
responsivness
Memorizing sales presentations is part of _____ presentations
canned
CVP stands for
Customer Value Proposition
______buying motives typically relate to the economics of the situation, including cost,
profitability, quality, services offered etc
rational
_____ are the favorable outcome derived from a feature.
benefits
_____ canvassing occurs when salespeople contact a sales lead unannounced with little if any
information about the lead
cold
_______ are sales leads provided by a customer or some other influential person
referrals
______ questions are designed to limit the customers’ response to one or two words
closed-end
_______ questions are designed to penetrate below generalized or superficial information to
elicit more articulate and precise details for use in needs discovery and solution identification
probing
The S in SPIN selling refers to _____ questions
Situation
The D in the ADAPT questioning refers to _____ questions
Discovery
A buyer expressing resistance because he/she is loyal to another supplier is raising the ______
objection
company
The first step in the sequential components of effective follow-up is _______.
interact
The thirds step in the sequential components of effective follow-up is Know.
know
An organization’s computer network that offers password-controlled access to people within and
outside the organization is called ______
intranet
CRM stands for
Customer Relationship Management
____ benefits are what the buyer indicates are important and represent value
Confirmed
_____ is a brief description of a specific instance used to illustrate features and benefits of a
product
example
______is a special and useful form of comparison that that explains one thing in terms of
another
analogy
_______ are similar to statistics, but in the form of statements from satisfied users of the
selling organization’s products and services
testimonials
The ______ method of responding to objection converts the objection into a reason the
prospect should buy
boomerang
________ is guiding oneself to do the right things and do them well.
self-leadership
