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Anthropology 101 > MGMT Midterm 1 > Flashcards

MGMT Midterm 1 Flashcards

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1
Q

True or False: We form impressions of people by observing their behaviour

A

True

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2
Q

Define Personality

A

Thoughts, feelings, and actions that characterize someone

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3
Q

True or false: Communication style is not an important aspect of personality

A

False, It is.

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4
Q

Define Communication Style

A

Patterns of behaviour that others observe

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5
Q

What are some example of Communication Style

A

Voice patterns, eye movement, facial expression, and posture

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6
Q

What are two terms synonymous to Communication Style?

A

Behaviour Style & Social Style

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7
Q

What is Adaptive Selling?

A

Altering sales behaviours during a customer interaction in order to improve a customer interaction in order to improve communication

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8
Q

True or False: Adaptive selling is the ability to collect information regarding the customer’s needs and respond appropriately

A

True

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9
Q

True or False: Adaptive selling does not require complex behavioural adjustments

A

False, it does.

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10
Q

What is Communication-style bias?

A

A state of mind we often experience when we have contact with another person whose communication style is different from our own.

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11
Q

Does communication-style bias make building rapport difficult?

A

Yes

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12
Q

What are the five communication style principles?

A
  1. Individual differences exist and are important
  2. A communication style is a way a way of thinking and behaving
  3. Individual style differences tend to be stable
  4. There are a finite number
  5. To create the most productive relationships, it is necessary to get in sync with the communication styles of the people who work with
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13
Q

True or False: Ability to “speak the other person’s language: is an important relationship-management skill

A

True

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14
Q

What is Style Flexing?

A

A deliberate adjustment of one’s communication style to accommodate the needs of the other person

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15
Q

What are two benefits of Style Flexing?

A
  1. can afford you a distinc advantage
    Greatly reduces possibility of tension
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16
Q

What are the two important dimensions of human behaviour that the four basic communication styles are based on?

A
  1. Dominance
  2. Sociability
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17
Q

What is Dominance as a dimension of human behaviour?

A

It reflects the tendency to influence or exert one’s will over others in a relationship

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18
Q

What of sociability as a dimension of human behaviour?

A

It reflects the amount of control one exerts over emotional expressiveness

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19
Q

Can self ratings be misleading?

A

Yes

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20
Q

What does it mean to be low on the dominance continuum.

A

You are:
- Quite Cooperative
- Let others control things
- Low in assertiveness

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21
Q

What does it mean to be high on the dominance continuum.

A

You are:

  • Like to control things
  • Frequently initiate demands
    -More agressive
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22
Q

What does it mean to be high on the sociability Continuum?

A

You are:

  • Outgoing
    -Seeks interaction
  • Less formal
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23
Q

What does it mean to be low on the sociability Continuum?

A

You are:

  • Reserved
  • Like to be alone
    -More formal
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24
Q

What is the Framework for communication-style classification?

A

High Sociability
High Dominance
Low Sociability
Low Dominance

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25
Q

What is the Emotive Style?

A

The Emotive communication style combines high sociability and high dominance

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26
Q

What are some Key words to describe the Emotive Style?

A
  • Sociable
    -Dynamic
    -Emotional
    -Zestful
    -Spontaneous
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27
Q

What are some characteristics of the Emotive Style?

A
  1. Appears quite active
  2. Tales the social initiative in most cases
    3.Likes to encourage informality
  3. Expresses emotional opinions
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28
Q

True or False: In the Emotive style, a person is looking to slowly develop a professional relationship.

A

False, it is a quick social relationship that usually feels more comfortable in an informal atmosphere.

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29
Q

What is the Directive Style?

A

It is a style combination between high dominance and low sociability.

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30
Q

What are some key words to describe the Directive communication style?

A
  • Determined
    -Agressive
    -Bold
    -Serious
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31
Q

What are some characteristics of the directive style?

A
  1. Appears to be quite busy
  2. May give the impression of not listening
  3. Displays a serious attitude
  4. Likes to maintain control
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32
Q

What is the Reflective Style?

A

A reflective style combines low dominance and low sociability.

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33
Q

Key characteristics to describe the reflective Style?

A
  • Precise
    -Disciplinenes
    -Serious
    -Deliberate
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34
Q

What are some characteristics of the Reflective Style?

A
  1. Controls emotional expression
  2. Displays a preference for oderliness
  3. Tends to express measured opinions
  4. Seems difficult to get to know
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35
Q

What is. the supportive style of communicaiton?

A

It combines low dominance and high sociability.

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36
Q

What are key words to describe the supportive style?

A
  • Patient
    -Sensitive
    -Passive
    -Warm
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37
Q

What are some characteristics of the Supportive Communication Style?

A
  1. Gives appearance of being quiet & Reserved
  2. Listens attentively to other people
  3. Tends to avoid the use of power
  4. Make decisions in a thoughtful and deliberate manner
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38
Q

True or False: people of different styles do not need to adapt in order to prevent problems from developping.

A

False, When people of different styles work together but don’t adapt, serious problems can develop.

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39
Q

True or false: Style flexing is a sales strategy that cannot be learned

A

False, it can be learned.

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40
Q

What is versatility?

A

The ability to minimize communication- style bias.

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41
Q

True or False: Versatility can be defines by the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process.

A

True

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42
Q

What is Style Flexing?

A

A deliberate attempt to adapt one’s communication style to accommodate the needs of the other person.

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43
Q

How should you build a relationship with an Emotive customer?

A
  • Move at a pace to hold their attention
    -Be enthusiastic, avoid being stiff/formal
    -Support their opinions, ideas and dreams
  • Ask questions, maitain eye contact, listen attentively
    -establish goodwill and build relaitonships
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44
Q

How should you build a relationship with a Directive customer?

A
  • Be businesslike
    -Be efficient, time disciolined, and well oranized
    -Use facts
  • Ask specific questions and take careful notes
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45
Q

How should you build a relationship with a Reflective customer?

A
  • Be prompt and well prepared
    -Use a no none-sense businesslike approach
    -Show proof and documentation
    -Never pressure them to make a quick decision
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46
Q

How should you build a relationship with a Supportive customer?

A
  • Learn about family, hobbies, and maor interests to build a social relationship
    -Listen carefully to personal feelings and opinions
  • Offer personal assurances and support
    -Be patient and avoid conflict if possible
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47
Q

What is the advantage of developing a product strategy?

A

Developing a product strategy enables the salesperson to custom-fit products or services to the customer’s needs.

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48
Q

What is a product Strategy?

A

A well-conceived plan that emphasizes acquiring extensive product knowledge, learning to select and communicate appropriate product benefits that will appeal to the customer, and creating valued-added solutions.

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49
Q

What is a solution?

A

A mutually shared answer to a recognized customer problem.

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50
Q

What is a solution strategy?

A

A process by which the salesperson uncovers and clarifies a customer’s problem, works with the customer to create a vision of how things could be better, and then develops a plan for implementing the vision.

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51
Q

What are the three ways of tailoring a product strategy?

A
  1. Transactional
  2. Consultative
  3. Strategic Alliance
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52
Q

Explain the good and bad news of a product explosion

A

Good News:

  • Almost all buyers have a choice
  • People like to compare options

Bad News:

  • Having too many choices often complicates the buying process.
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53
Q

What is the most important role of a sales person when encountering an explosion of product options?

A

To simplify the customer’s study of the product choices.

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54
Q

What is product Configuration?

A

The solution of complex buying needs: when the salesperson brings together many different parts of the company’s product mix or uses specialized software to develop a custom-fitted solution.

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55
Q

Describe a written proposal

A

It is a specific plan of action based on the facts, assumptions, and supporting documentation about a buying solution that are included in the sales presentation

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56
Q

Which of the following statements is false?

Written proposals:
- may vary in content, format, and length
- will add value when well-written
-Offers buyer reassurance?

A

None

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57
Q

What are the 5 features of an effective proposal?

A
  1. Budget and overview
  2. Objective
  3. Strategy
  4. Schedule
  5. Rationale
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58
Q

What si the number one characteristic of salespeople who are able to build trust with customers?

A

Their product Knowledge.

Knowledge must meet and exceed customer expectations to increase sales effectiveness and willingness to pay.

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59
Q

What are the most common product information categories? There are 4.

A
  1. Product development and quality improvement processes
  2. Performance data and specifications
  3. Maintenenance and service contracts
  4. Price and delivery
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60
Q

What are the 6 steps to selling in Action?

A
  1. Follow the standard visual format of a business letter
  2. Provide balanced white space bordering the entire letter
  3. Proper use of business punctuation
  4. Three paragraphs long
  5. Proper grammar and spelling
  6. Focused on customer
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61
Q

What is Product Development?

A

the testing, modifying, and retesting of an idea for a product several times before offering it to the customer

62
Q

What is Quality Control?

A

-Evaluation or testing of products against established standard

Sales appeal used to convince a prospect of a product’s quality

63
Q

What should a salesperson know about performance and data specifications of a product/service?

A
  • Most potential buyers are interested
  • Salesperson must be prepared to address this in sales proposals and presentations
    Especially critical when the customer is attempting to compare product merits
64
Q

What should a salesperson know about Maintenance and service contracts of a product/service?

A
  • Proper maintenance and service contracts will usually extend the life of a product so should be provided
  • Salespeople who can quickly and accurately provide information will have an edge
  • Customized agreements add value and protect against competition
65
Q

True or False: Decision-making authority in the area of pricing will sometimes give the salesperson more power and responsibility

A

False: It will always.

66
Q

What does Quantifying the solution mean?

A

It is the process of determining if a sales proposal adds value

( Cost- Benefit Analysis & Return on Investment [ROI])

67
Q

What is Organizational Culture?

A

A collection of beliefs, behaviours, and work patterns held in common by people employed by a specific firm.

68
Q

Why is organizational Culture important to a business?

A

A Supportive culture that encourages salespeople to offer tailor-made solutions to buyer problems will set the stage for long-term partnerships

69
Q

How should a industry expert address competition? And why does this matter?

A
  • Do not refer to competition
  • Never discuss the competition unless you have all your facts straight
  • Never criticize the competition
  • Be prepared to add value

Customers appreciate an accurate, fair, and honest presentation of the facts from an industry expert

70
Q

What may occur if the salesperson does not accurately gauge the prospect’s level of understanding?

A
  • Communication problems
71
Q

Define a product or service feature? What can it be?

A

It may be data, facts, or characteristics of a product or service.

It can be anything the customer can feel, see, hear, taste, smell, or measure.

Often relate to craftsmanship, durability, design, and economy of operation

72
Q

What is a feature dump?

A

It is listing a series of features without enabling the customer to see what benefits these features provide.

73
Q

What is the difference between a General benefit and a Specific Benefit?

A

General benefit: hows how a feature can be helpful to a buyer. It does not relate to a specific need expressed by the buyer.

Specific Benefit: when it fulfills a specific need expressed by the buyer
Effective in large and complex sales

74
Q

Define what is a product/ service Advantage? When should it be expressed?

A

characteristics (i.e., features) of the product that can be used or will help the buyer
- Should only be included when the buyer has expressed a need for this information

75
Q

What is a Bridge Statement?

A

A transitional phrase that connects one or more product features with potential customer benefits.

76
Q

What is the three step approach to identify features and benefits of a product/service?

A
  1. Identify all important features and arrange in logical order
  2. Write beside each feature the most important benefit for the customer
  3. Prepare a series of bridge statements to connect features with benefits
77
Q

What is a Data Dump? Good or bad? Why?

A

When a salespeople who love their products and possess vast product knowledge overload customers with data they neither need nor want.

Once the needs are known, a customized sales presentation should be developed with specific benefits

78
Q

What is positioning?

A

The decisions and activities intended to create and maintain a certain conception of the firm’s product in the customer’s mind

79
Q

What is required of a firm when positioning a firm’s peception takes place?

A

Requires developing a marketing strategy aimed at influencing how a particular market segment perceives a product in comparison to the competition

80
Q

How do we know if the positioning of a firm was successful?

A

Done well means the product’s name, reputation, and niche are well recognized

81
Q

What is Differentiation? Why is it significant? What factors can this be applied to?

A

It is the ability to separate yourself and your product from that of your competitors.

  • It is key to building and maintaining a competitive advantage and creates barriers that make it difficult for the buyer to choose a competing product on the basis of price
  • Can be applied to quality, price, convenience, economy, or others
82
Q

What is Value Proposition?

A

It is a set of benefits and values the company promises to deliver to customers to satisfy their needs.

83
Q

What are satisfactions and where may they arise from?

A

They are positive benefits that customers seek when making a purchase.

They may arise from the:
- product itself
- company that makes or distributes the product
- salesperson who sells and services the product.

84
Q

What is the Three-Dimension (3-D) Product Solutions Selling Model?

A

A successful product strategy should include a cluster of satisfactions that meets the needs of today’s better-educated and more demanding customers. Drawing from this cluster, with the 3-D Product Solutions Selling Model the salesperson can configure value-added solutions that meet and potentially exceed individual customer’s needs.

85
Q

What is a Product Life Cycle?

A

The stages of a product from the time it is first introduced to the market until it is taken off the market; including the stages of introduction, growth, maturity, and decline

As the product moves through the cycle, strategies must be evaluated and possibly changed

86
Q

What are the four factors that determine the nature and extent of each stage of the prodcut life-sycle?

A
  1. the product’s perceived advantage over available substitutes.
  2. The product’s benefits and importance of needs it fulfills.
  3. Competitive Activity
  4. Changes in technology, fashion or demographics
87
Q

Explain the New versus Mature Product-Selling Model?

A

There are different product-selling strategies for positioning new versus mature products. Selling new products requires successfully providing enew insights to add value, while selling mature products requires positioning and company superiority over competition.

88
Q

What are the first steps in establishing procHow to discover a firm’s pricing objective?

A
  • maximize profits
    -obtain market share
  • Reflect the products position in the product life cycle
89
Q

What is a quantity discount?

A

price reduction made to encourage a larger volume purchase than would otherwise be expected

90
Q

What is a Seasonal Discount?

A

It means adjusting prices up or down during specific times to spur or acknowledge changes in demand.

91
Q

What is a promotional allowance?

A

Price reduction given to a customer who participates in an advertising or sales support program

92
Q

What is a Trade of Functional Discount?

A

A discount given to channel intermediaries to cover the cost of the services they provide.

93
Q

What are “Unbundle” Features?

A

A reduced price with the removal of some elements of the solution.

94
Q

What is the consequence of Using low-price tactics?

A

Excessive focus on low prices and discounts can have a negative impact on profits and commissions.

95
Q

What three things should you consider if focussing on a low-pricing tactic?

A
  1. Are you selling to high-or low-involvement buyers?
  2. How important is quality in the minds of the buyers?
  3. How important is service?
96
Q

What influence is Electronic Businesses having on Pricing? (3 negative)

A
  • Salespeople who are involved primarily in transactional selling and add little or no value to the sales transaction will often not be able to compete with online vendors
  • A well-informed buyer can make a choice with limited risk

-The new economy is reshaping the world of commerce and every buyer has greater choice

97
Q

What factors will customers use to Judge Service Quality? What must companies do to adress these factors?

A
  • Tangibles
  • Reliability
  • Responsiveness
  • Assurance
  • Empathy

Companies need to review these dimensions and make sure that each area measures up to customer expectation.

98
Q

What are the four levels of the Value-Added Product Selling Model? Provide a brief description.

A
  1. Generic Product/ the starting point - The basic substantive product being sold.
  2. Expected Product - Everything that represents the customer’s minimal expectations
  3. Value-Added Product - Product that exists when salespeople offer the customer more than they expect
  4. Potential Product - what may remain to be done to a product, what is possible
99
Q

What are the three Value- Creation Investments? Briefly describe.

A
  1. Transactional Sale
    - Emphasis on eliminating unnecessary costs
    - Technology investments can improve efficiencies
  2. Consultative Sale
    - Understanding of customer’s needs and problems
    -Custom-tailor solutions and deliver real benefits and higher margins
  3. Strategic Alliance Sale
    - Careful study of proposed partner
    -leverage full assets of the company
    -Developed by team of specialists
100
Q

What is a customer Strategy? What must a salesperson do?

A

A carefully conceived plan that will result in maximum responsiveness to customer’s needs.

Need to achieve a better understanding of the customer’s buying needs and motives

101
Q

What is a Consumer Buyer Behaviour?

A

A buying behaviour of individuals and households who buy goods and services for personal consumption.

102
Q

What is a Business Buyer Behaviour?

A

A buying behaviour of organizations that buy goods and services for use in the production of other products and services or for the purpose of reselling or renting them to others at a profit.

103
Q

What is a buying centre?

A

Cross-functional team of decision makers who often represent several departments.

104
Q

What is the difference between Consumer Buyers and Organizational Buyers?

A

A consumer buyer:
-Purchases for individual or household consumption
-Decision usually made by individuals
-Purchase often made based on brand reputations or personal recommendations with little or no product expertise
-Purchase based on emotional response to product or promotions
-May be a quick decisions

Organizational Buyers:

  • Non personal consumption purchase
    -Decision made by several people
    -Purchased based on rational criteria
    -May engage in a lengthy decision process
105
Q

What is a New-Task Buy?

A

The first time purchase of a product or service.

Consumers will rely heavily on consultative selling skills.

106
Q

What is a straight Rebuy?

A

It is a routine purchase of previously purchased goods or services.

107
Q

What is a Modified Rebuy? What must a salesperson do?

A

It is purchasing when the buyer wants to reconsider product specifications, prices, or suppliers.

Provide outstanding service after the sale and anticipate changes in customer needs.

108
Q

What is meant by Building Strategic Alliances?

A

They are often formed by companies that have similar business interests and believe the partnership will help them gain a mutual competitive advantage.

109
Q

What is Systems Selling?

A

A type of selling that appeals to buyers who prefer a packaged solution to a problem from a single seller, thereby avoiding the series of separate decisions sometimes involved in a complex buying situation.

110
Q

What three factors can determine the amount of times consumers devote to buying?

A
  • Cost of the product
  • Familiarity with the product
    -The importance of the item to the consumer
111
Q

What is the Habitual Buying Decision?

A

it requires very little involvement and in which brand differences are usually insignificant.

They are frequently purchased, and low-cost items.

112
Q

What is the Variety-Seeking Buying Decision?

A

It is motivated by the desire for variety rather than product dissatisfaction.

  • brand switching
113
Q

Describe the Complex Buying Decision

A

_ it is an often lengthy consumer buying decision characterized by a high degree of involvement

  • Expensive, purchased infrequently, and highly self-expressive.
114
Q

What si the buying process?

A

Stages a buyer goes through when making a buying decision.

_ A systematic series of actions, or a series of defines repeatable steps, intended to achieve a result.

115
Q

What are the 5 steps in the typical buying process? Describe.

A

Needs awareness - help determine magnitude of problem. Identify solution, Justify cost.

Evaluation of Solutions- provide useful information that helps with informed choice. (Helps achieve main objective, value justification)

Resolution of Problems- high quality proposal; proof sources

Purchase - Hassle-free process; be your customer’s advocate

Implementation- quality monitoring of delivery through invoice (Follow-up to ensure satisfaction)

116
Q

How to add value to a Transactional Process Buyer?

A
  • Facilitate convenient, hassle- free purchase
    Eliminate unnecessary costs or delays.
117
Q

Describe a buyer ins a Transactional Process

A
  • Well aware of needs and know about products/services intended to buy
  • Do not conduct needs assessment, problem-solving, or relationship building.
118
Q

How to add value to a Consultative Process Buyer?

A
  • Conduct a systematic assessment of situation
    -Help customer evaluate solutions
  • Help resolve any problems that surface prior to and post-purchase
119
Q

What is a buyer like in a Consultative Buying Process?

A

-Lacks needs awareness or need help evaluating possible solutions.

  • Can be complex and/or expensive solution
120
Q

What are the 5Ws pertaining to the Buyer Resolution Theory

A
  1. Why should I buy? (need)
  2. What should buy? (product)
  3. Where should I buy? (source)
  4. What is a fair price?(Price)
  5. When should I buy? (Time)
121
Q

How does Maslow’s Hierarchy of Needs influence salespeople?

A

it provides salespeople with a practival way of understanding which need is more likely to dominate customers behaviour in certain situations.

Theory rests on the assumption that as each lower-level need is satisfied, the need at the next level demands attention.

122
Q

What is Maslow’s Hierarchy of Needs Model

A
  1. Physiological (Bottom): Primary or physical needs
  2. Security: To be free from danger and uncertainty
  3. Social: for affection; to belong
  4. Esteem: to feel worthy in the eyes of others
  5. self-Actualization (top): for self-fulfillment
123
Q

What are the group influences that affect buyinf decisions?

A
  1. Role- set of characteristics and expected social behaviours based on expectations of other
  2. Reference Group- two or more people who have well-established interpersonal communications and tend to influence the values, attitudes and buying behaviours of one another; a point of comparison
  3. Social class- group of people who share similar values, interest, and behaviours
  4. Culture- values, beliefs, institutions, transmitted behaviour patterns, and thoughts of a people or society
124
Q

What is perception?

A

a process through which sensations are interpreted, using knowledge and experience.

  • Received through sight, hearing, touch, taste, and smell
125
Q

What is Selective Attention?

A

Screen our or modify stimuli if in conflict with learned attitudes.

126
Q

What is a Buying motive? What is Dominant Buying Motive (DBM)?

A

an aroused need, drive, or desire that initiates the buying decision process.

  • influences and shaped by perceptions
  • Some influences by more than one buying motive

DBM has the greatest influence on a customer’s buying decisions

127
Q

Contrast Emotional Buying Motives versus Rational Buying Motives

A

Emotional Buying Motives: Prompts the prospect to act as a result of an appeal to some sentiment or passion

Rational Buying Motives: prompts the prospect to act because of an appeal to the prospect’s reason or better judgment such as price, quality, and availability of technical assistance; objective review.

128
Q

Compare Patronage Buying Motives versus Product Buying Motives

A

Patronage Buying Motives cause the prospect to buy a product from one particular company rather than another.

Product Buying Motives cause the prospect to buy one particular product brand over another.

129
Q

What is prospecting?

A

A systematic process of identifying potential B2C customers

130
Q

What is a prospect? What is a Prospect Base?

A

A potential customer who meets the qualification criteria established by you or your company. A list of current and potential customers

131
Q

What are the 6 importances of prospecting and Account Development?

A
  1. The account may have a one-time need or there is an extended period of time between purchases
  2. The customer may move to a new location outside the salesperson’s territory
  3. A firm may go out of business or merge with another company
  4. A loyal buyer may leave their position
  5. Sales are lost to competition
  6. Companies and salespersons want to grow and increase the size of their business
132
Q

What is the “ferris Wheel” Model

A

It is a model aimed at supplying an ongoing list of prospects.

133
Q

What three ways may you improve the quality of prospecting efforts?

A
  1. INcrease the number of people who board the Ferris Wheel
  2. Improve the quality of the prospects who board the Ferris Wheel
  3. Shorten the sales cycle by quickly determining which of the new prospects are qualified prospects.
133
Q

What are some sources of prospects?

A
  • Referrals
    -Networking
  • Centres of influence, friends, and family
    -Cold Calling
    -Telemarketing and email
    -Websites
    -Trade shows and special events.
134
Q

What is a referral?

A

A prospect who has been recommended by a current customer or by someone who is familiar with the product or service

135
Q

What is a centre of influence?

A

establishing a relationship with a well-connected, influential person who is willing to provide prospecting information

136
Q

What are examples of directories?

A
  • Yellow Pages
    -ProFile Canada
    -Scott’s Directory
    -salesgenie.com
137
Q

Define Tradeshows

A

arge exhibit of products presented to a common industry

Research studies indicate that it is much easier to identify good prospects and actually close sales at a trade show

138
Q
A
138
Q

What is Telemarketing?

A

the practice of marketing goods and services through telephone contact

  • Quickly and inexpensively qualify prospects
139
Q
A
139
Q

What is a website.

A

a collection of web pages maintained by a single person or organization

140
Q

What is cold-calling?

A

Cold calling—salesperson selects a group of people who may or may not be actual prospects, and then calls—by phone or personal visit—on each one

141
Q

What is a Elevator Speech?

A

a 30-second message that summarizes what you want people to know about you, your company, and your product line

142
Q

Define Networking

A

the practice of making and using contacts; involves people meeting people and profiting from the connections

Professionals, entrepreneurs, managerial personnel, and customer service representatives must develop the skill

80% of all available jobs are not posted

143
Q

What are the five guidelines for identifying good referrals?

A
  1. Meet as many people as you can
  2. When you meet someone, tell the person what you do
  3. Do not do businee while networking
  4. Offer your business card
  5. Edit your contacts and follow-up
144
Q

What is the process of person-to-person communication with a prospect?

A
  • developing relationships
    -discovering customer needs
    -Matching appropriate products with those needs
  • Communication benefit through informing, reminding, or persuading
145
Q

What is an Information Economy?

A

an economy where there is an emphasis on information processing.

146
Q

What is Value0added Selling?

A

improving the sales process to create value for the customer

  • offering better advice and product solutions,
  • carefully managing customer relationships,
  • providing better service after the sale.
147
Q

Define Psychic Income

A

consists of factors that provide psychological rewards, helps satisfy these important needs and motivates us to achieve high levels of performance

148
Q

What is an Inside Salesperson?

A

Performs delling activities at the employer’s location, typically using the telephone and email

  • take orders
    -mak calls on customers
    -provides support for outside salespeople
149
Q

what is an outside salesperson

A

Travels to meet prospects and customers in their place of business or residence

Anthropology 101 (3 decks)

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