Personal Selling

Question 1

is the face-to-face interaction between a seller and a buyer for the purpose of satisfying buyer needs to the benefit of both parties

Answer 1

Personal Selling

Question 2

provides leadership and supervision of an organization’s personal selling function; includes management of sales personnel and development and implementation of sales strategy.

Answer 2

Sales Management

Question 3

involves the sale of products and services that are resold by the customer, used as part of the customer’s manufacturing process, or used to facilitate the operation of the customer’s business.

Answer 3

Business-to-Business Sales

Question 4

promote the product or provide technical service but do not close sales. Includes missionary salespeople and detailers (e.g., pharmaceutical reps).

Answer 4

Sales Support

Question 5

focus on sales growth by selling new products or new customers. Some salespeople are trade show specialists and work in the field (out of the office). (aka “order getters”)

Answer 5

New Business

Question 6

maintain and enhance relationships with an established customer base. Includes salespeople who follow an established route, writing up route orders. (aka “order takers”)

Answer 6

Existing Busniess

Question 7

sales to ultimate consumers for personal or household use.

Answer 7

Direct-to-Consumer

Question 8

an overall plan for a course of action.

Answer 8

Developing a Selling Strategy

Question 9

a sales territory consists of specific customers and prospects assigned to a specific salesperson. Salespeople need an overall territory strategy regarding the amount of time to spend working with current customers versus trying to generate new customers.

Answer 9

Sales Territory Level

Question 10

develop a strategy for satisfying the needs of each customer

Answer 10

Customer Level

Question 11

develop a strategy for a particular sales call; determine the objectives for today’s meeting.

Answer 11

Individual Sales Call Level

Question 12

involves initiating, developing, and enhancing long-term, mutually satisfying relationships with customers.

Answer 12

The Sales Process

Question 13

the seller’s search for and identification of qualified buyers. Buyers are “qualified” through discovering information such as the following: need, ability to buy, and authority to make decision.

Answer 13

Prospecting

Question 14

learning more about the customer’s situation prior to the actual sales call; a homework stage

Answer 14

Precall Planning

Question 15

includes making an appointment and the first few minutes of the sales call.

Answer 15

Approach

Question 16

Salesperson seeks to learn as much as possible in this stage about the customer’s needs (needs assessment) so s/he can match the product/service with the customer’s needs. The salesperson must be artful in asking the right questions and also must be a good listener!

Answer 16

Needs Assessment

Question 17

relate features to benefits to impact statement

Answer 17

Delivery of Body of Sales Presentation

Question 18

a statement of fact about some aspect of a product or service; e.g., the product is stainless steel

Answer 18

Feature

Question 19

describes what the feature can do for the customer

Answer 19

Benefit

Question 20

objections are reasons not to buy or ‘sales resistance’; the salesperson must use his/her product knowledge and intelligence to respond to objections. Some objections are reasonable, valid concerns; others may not be.

Answer 20

Handle Objections

Question 21

aka closing the sale – asking for and being granted the sale by the purchaser; it should be the logical conclusion to a successful selling process

Answer 21

Gain Customer Commitment

Question 22

enhance customer relationship – purpose is to ensure that customer expectations are met or exceeded so that an ongoing mutually satisfying relationship between buyer and seller may continue. May include:

a. Entering and expediting customer orders
b. Providing training for customer’s employees
c. Assisting in merchandising and installation activities
d. Solving customer problems

Answer 22

Follow-Up