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BMM 2209 > S2 - Personal Selling & Ethics > Flashcards

S2 - Personal Selling & Ethics Flashcards

1
Q

3 Types of Salespeople (TPG)

A

Traditional S.
Professional S.
Golden Rule S.

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2
Q

Alternative Sales Channel for Serving Customers (OFTI)

A

Over-the-Counter Selling
Field Selling
Telemarketing
Inside Selling

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3
Q

Customers in retail settings with typical routine needs

A

Over-the-Counter Selling

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4
Q

Customers who need solutions to complex problems

A

Field Selling

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5
Q

Customers who need answers to frequently asked questions

A

Inside Selling

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6
Q

Outbound: Existing customers; businesses that have been contacted

Inbound: New and existing customers; previous purchases

A

Telemarketing

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7
Q

Selling Approaches (RCT)

A

Relationship S.
Consultative S.
Team S.

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8
Q

Sales Tasks (OCM)

A

Order Processing
Creative Selling
Missionary Selling

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9
Q

Success in Selling
4 “S” in SSuccess
(LSUC PESS)

A

Love Selling
Service w/ others
Use of Golden Rule
Communication Ability

Personal Character
Excels at Strategic Thinking
Sales Knowledge
Stamina for the Job

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10
Q

Personal Characteristics
Needed to Sell (CPF JKF HMC)

A

Caring
Patience
Faithful

Joy
Kindness
Fair

Harmony
Morally Ethical
Controlled

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11
Q

Meet Performance Goals (TEC)

A

Themselves
Employer
Customers

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12
Q

In order to serve others, earn a living, keep their jobs

A

Themselves

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13
Q

Generate revenues for the company

A

Employer

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14
Q

Products help customers fulfill their needs & organizations

A

Customers

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15
Q

Are the most important people in any business

A

Customers

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16
Q

4 Main Elements of Customer Relationship Process (ABCS)

A

Analyze
Benefits
Commitment
Service

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17
Q

Customer Relationship Process (PPAPT OMTCF)

A

Prospecting
Preapproach
Approach
Presentation
Trial Close

Objections
Meeting Objections
Trial Close
Close
Follow up & Service

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18
Q

Locating & qualifying prospects

A

Prospecting

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19
Q

Obtaining interview, determine sales call objective

A

Preapproach

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20
Q

Meeting prospect & beginning customized sales presentation

A

Approach

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21
Q

Further uncovering needs relating product benefits

A

Presentation

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22
Q

Asking prospect’s opinions during & after presentations

A

Trial Close

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23
Q

Uncovering objections

A

Objections

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24
Q

Satisfactorily answering objections

A

Meeting Objections

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25
Q

Asking prospect’s opinions after overcoming each objection

A

Trial Close

26
Q

Bringing prospect to the logical conclusion to buy

A

Close

27
Q

Serving customer after the sale

A

Follow up & Service

28
Q

Basic Approaches to Organizing the Sales Force (PGC)

A

Product Organization
Geographic Organization
Customer Organization

29
Q

Salesman Functions (CSBS PHTB K)

A

Create New Customers
Sells More to Present Customers
Builds Long-term Relationship w/ Customers
Solve Problem

Provide Service to Customers
Help Customers Resell Product
Teach Customers How to Use Products
Builds Goodwill

Keeps Employer up-to-date on Customers’ needs

30
Q

Salesman Skills (CHT)

A

Conceptual S.
Human S.
Technical S.

31
Q

Cognitive ability to see the selling process as a whole

A

Conceptual Skills

32
Q

Seller’s ability to work with

A

Human Skills

33
Q

Understanding of and proficiency on the performance of tasks

A

Technical Skills

34
Q

Involves seller’s thinking & planning abilities

A

Conceptual Skills

35
Q

Demonstrating a way to relate to other people

A

Human Skills

36
Q

Includes mastery of methods in Selling

A

Technical Skills

37
Q

Sales Ethics (SEL)

A

Social
Ethical
Legal

38
Q

Managements obligation to make choices & take actions

A

Social Responsibility

39
Q

Major Stakeholders (CCC)

A

Customers
Community
Creditors

40
Q

Organization’s Performance (GOMES)

A

Government
Owners
Managers
Employees
Suppliers

41
Q

Main Responsibilities: Organization (DELE)

A

Discretionary
Ethical
Legal
Economic

42
Q

Individual’s Role Shapes Core Beliefs (PPRFS)

A

Personality
Personal Experiences
Religious Background
Family Upbringing
Situation Faced

43
Q

Beliefs direct our daily decisions

A

Individual Integrity

44
Q

Levels of Moral Development (PCP)

A

Preconventional
Conventional
Principled

45
Q

Acts on best interests & follows rules to avoid punishments

A

Preconventional

46
Q

Conforms to the expectations of others

A

Conventional

47
Q

Lives by internal set of morals

A

Principled

48
Q

Organization’s Role (HSS)

A

HEAR No evil
SEE No evil
SPEAK No evil

49
Q

3 Ethical Guidelines (IOI)

A

It never changes
Offers a fixed point reference
Is separate from you

50
Q

Something that provides the correct action to take in any situation

A

Fixed Point Reference

51
Q

Codes of moral principles & values

A

Ethics

52
Q

Management’s Social Responsibilities (GEC)

A

Governing Behavior
Employee Rights
Cooperative Acceptance

53
Q

Governing Behavior Elements (CCCIL)

A

Code of Ethics
Company Cultures
Control Systems

Industry Leaders
Leader Selection

54
Q

Rights regarding job security & treatment of employees while on the job

A

Employee Rights

55
Q

Employee Rights Examples (TPH)

A

Termination At Will
Privacy
Harassment

56
Q

Right of employees to be treated fairly

A

Cooperative Acceptance

57
Q

Ethical Behavior is encouraged when: (EOM)

A

Employees understand what is expected
Open Communication is encouraged
Managers lead by example

58
Q

Unethical Practices
Salespeople: On Employers (MMCAT)

A

Misusing Company Assets
Moonlighting
Cheating
Affecting Other Salespeople
Technology Theft

59
Q

Unethical Practices
Salespeople: On Customers (BMPT ERS)

A

Bribes
Mispresentations
Price Discrimination
Tie-in Sales

Exclusive Dealership
Reciprocity
Sales Restrictions

60
Q

Characters of a Salesperson (ITC)

A

Integrity
Trust
Character

BMM 2209 (4 decks)

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