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sales mgmt 185 > final > Flashcards

final Flashcards

1
Q

customer service

A

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

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2
Q

what is the service recovery process

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

account penetration

A

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

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2
Q

3 levels of customer relationship marketing

A

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

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2
Q

steps to follow when you loose a customer

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

7 elements of territory management

A
  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
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4
Q

two approaches to account analysis

A
  1. undifferentiated selling approach –> same strategy cross all accounts
  2. account segmentation approach –> different selling strategies for different customers
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5
Q

ELMS system

A

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

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6
Q

multiple selling strategies

A

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

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7
Q

multivariable account segmentation

A

more than one criteria to characterize the organizations account

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8
Q

sales response function

A

relationship between sales volume and sales calls

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9
Q

territorial evaluation

A

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

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10
Q

sales manager responsibilities

A
  1. planning
  2. staffing
  3. training
  4. directing
  5. evaluating
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11
Q

golden rule of sales management

A

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

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12
Q

phases of being promoted

A
  1. immobilization
  2. denial of change
  3. depression
  4. acceptance of reality
  5. testing
  6. search for meanings
  7. internalization
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13
Q

sales management definition

A

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

14
Q

sales forecasting

A

predict a firms future revenues

15
Q

two elements of staffing

A
  1. people planning
  2. employment planning
16
Q

people planning

A

how many people / what type of people to hire

17
Q

employment planning

A

recruitment and selection of applicants

18
Q

circular relationship in managing a sales call

A

planning, implementation, evaluation

19
Q

3 types of training methods

A
  1. discussion
  2. role playing
  3. on the job training
20
Q

centralized training

A

brining company together for big training

21
Q

decentralized training

A

conducted anywhere like a car or motel room

22
Q

basic sales management function

A

directing average people to perform at above average levels

23
Q

two levels of motivation

A
  1. motivation of the individual sales person
  2. motivation of the entire sales force
24
Q

motivation mix

A
  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)
25
Q

sales performance rewarded in three ways

A
  1. direct financial awards
  2. career advancements
  3. non financial compensation
26
Q

what is the most important motivator

A

money

27
Q

draw accounts

A

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

28
Q

combination plans

A

80% salary, 20% incentive, etc

29
Q

task behavior

A

tells, persuades, leader describes duties of individual group

30
Q

relationship behavior

A

people oriented, two way communication, participates and delegates

31
Q

4 types of leadership types

A
  1. tells
  2. persuades
  3. participates
  4. delegates
32
Q

value of service

A

provide service after the sale and customers will buy again

33
Q

7 factors to consider in territory time allocation

A
  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
34
Q

what does relationship marketing do?

A
  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
35
Q

customer satisfaction

A

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

36
Q

product “plus” service

A

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

sales mgmt 185 (1 decks)

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