final

Question 1

customer service

Answer 1

the activities and programs that the salesperson provides to the client that make the relationship satisfying for the customer

Question 2

what is the service recovery process

Answer 2

1. research, isolate, describe problem
2. try to understand client
3. prepare action items
4. implement plan
5. dont let it happen again

Question 2

account penetration

Answer 2

ability to work and contact people throughout the account discussing your products

Question 2

3 levels of customer relationship marketing

Answer 2

transactional (one time), relationship (kinda stays in touch), partnering and consultative (continually works together)

Question 2

steps to follow when you loose a customer

Answer 2

1. visit and investigate
2. be professional
3. dont be unfriendly
4. keep calling, treat them like a prospect

Question 3

7 elements of territory management

Answer 3

1. salespersons territory quota
2. account analysis
3. develop account objectives and sales quotas
4. sales call allocation/territory time allocation
5. customer sales planing
6. scheduling and routing
7. territory and customer evaluation

Question 4

two approaches to account analysis

Answer 4

1. undifferentiated selling approach –> same strategy cross all accounts
2. account segmentation approach –> different selling strategies for different customers

Question 5

ELMS system

Answer 5

divides customers into different sized (extra large, large, medium, small)

Question 6

multiple selling strategies

Answer 6

1 selling strategy to multiple target accounts (usually of same ish size/category)

Question 7

multivariable account segmentation

Answer 7

more than one criteria to characterize the organizations account

Question 8

sales response function

Answer 8

relationship between sales volume and sales calls

Question 9

territorial evaluation

Answer 9

making sure that a specific territory’s salespeople can meet specific quantitative results

Question 10

sales manager responsibilities

Answer 10

1. planning
2. staffing
3. training
4. directing
5. evaluating

Question 11

golden rule of sales management

Answer 11

unselfishly treating salespeople as you would like to be treated, placing their interest first

Question 12

phases of being promoted

Answer 12

1. immobilization
2. denial of change
3. depression
4. acceptance of reality
5. testing
6. search for meanings
7. internalization

Question 13

sales management definition

Answer 13

make sure the sales team reaches their goals by planning, getting the right people, teaching them what to do, and checking if everything is working smoothly

Question 14

sales forecasting

Answer 14

predict a firms future revenues

Question 15

two elements of staffing

Answer 15

1. people planning
2. employment planning

Question 16

people planning

Answer 16

how many people / what type of people to hire

Question 17

employment planning

Answer 17

recruitment and selection of applicants

Question 18

circular relationship in managing a sales call

Answer 18

planning, implementation, evaluation

Question 19

3 types of training methods

Answer 19

1. discussion
2. role playing
3. on the job training

Question 20

centralized training

Answer 20

brining company together for big training

Question 21

decentralized training

Answer 21

conducted anywhere like a car or motel room

Question 22

basic sales management function

Answer 22

directing average people to perform at above average levels

Question 23

two levels of motivation

Answer 23

1. motivation of the individual sales person 2. motivation of the entire sales force

Question 24

motivation mix

Answer 24

1. basic compensation plan (salary or commission) 2. combination plan 3. special financial incentives 4. non financial rewards 5. leadership techniques 6. management control procedures (quotas, reports, performance reviews)

Question 25

sales performance rewarded in three ways

Answer 25

1. direct financial awards 2. career advancements 3. non financial compensation

Question 26

what is the most important motivator

Answer 26

money

Question 27

draw accounts

Answer 27

if the salesperson makes x amount of commission in sales, they would owe x amount to the company

Question 28

combination plans

Answer 28

80% salary, 20% incentive, etc

Question 29

task behavior

Answer 29

tells, persuades, leader describes duties of individual group

Question 30

relationship behavior

Answer 30

people oriented, two way communication, participates and delegates

Question 31

4 types of leadership types

Answer 31

1. tells 2. persuades 3. participates 4. delegates

Question 32

value of service

Answer 32

provide service after the sale and customers will buy again

Question 33

7 factors to consider in territory time allocation

Answer 33

1. number of accounts in territory 2. number of sales cals made on customers 3. time required for each sales call 4. frequency of customer sales calls 5. travel time around the territory 6. nonselling time 7. return on time invested

Question 34

what does relationship marketing do?

Answer 34

1. creates customer loyalty 2. customers get an attentive seller 3. can result in refferals 4. results in retention or preference 5. reduces sales cost

Question 35

customer satisfaction

Answer 35

reflects customer feelings about any differences between what is expected and the actual experience with the purchase, feelings towards the purchase

Question 36

product "plus" service

Answer 36

product (works), price (fair), place (convenient), promotion (honest), exchange translation (quick/fair), after the sale (warranty honored)