Sales 542 Final

Question 1

Striving to maintain a positive attitude

Answer 1

Positive Affectivity

Question 2

The ability to understand the emotional makeup of others and the skill to treat people according to their emotional reactions

Answer 2

Social Awareness

Question 3

The ability to proficiently manage relationships and build networks

Answer 3

Relationship management

Question 4

The difference between the number of words people speak per minute versus the number of words they can hear per minute

Answer 4

Speaking/listening differential

Question 5

Simpily hearing

Answer 5

Passive listening

Question 6

The degree to which people have opinions about different issues, and their need to express those opinions to others

Answer 6

Assertiveness

Question 7

Suggests that a firm’s customer base may be represented by a “vital few” and a “trivial many”

Answer 7

Pareto Principle or 80/20 rule

Question 8

The selection, establishment, and maintenance of close institutional relationships with a firm’s most important customers

Answer 8

Stategic account management (SAM)

Question 9

One-to-one relationship marketing programs conducted between suppliers (marketers or sales organizations) and their distributors or resellers (retailers)

Answer 9

Customer business development (CBD)

Question 10

A seller’s goal to manage account relationships by creating relational value through the integration of buyer and seller objectives, particularly through the effective and efficient development of the buyer’s business outcomes

Answer 10

SAM Strategy

Question 11

The extent to which the salesperson anticipates, collects, and evaluates information relevant to their customer’s needs

Answer 11

Market-driven sales planning

Question 12

The extent to which SAM salespeople develop relevant market expertise and share it with their team members and customers

Answer 12

Sharing market knowledge

Question 13

The extent to which the SAM salesperson applies information and knowledge to construct and propose recommendations that are mutually beneficial to the seller and buyer

Answer 13

Proposing integrative solutions

Question 14

The SAM salesperson’s efforts to coordinate the activities between people on the team with others to support objectives associated with serving the strategic account

Answer 14

Coordinating internal resources

Question 15

A personal quality of fairness

Answer 15

Integrity

Question 16

Having the necessary knowledge and preparation

Answer 16

Competency

Question 17

An occupation requiring specialized knowledge and skill set

Answer 17

Profession

Question 18

Taking responsibility for success or failure

Answer 18

Accountability

Question 19

The ability to maintain control of emotions and actions

Answer 19

Self-regulation

Question 20

Acting and looking the part of a professional

Answer 20

Professional Image

Question 21

The ability to understand yours and others’ emotions and to use your awareness of those emotions to manage and control your behavior
and relationships with others

Answer 21

Emotional Intelligence (EQ)

Question 22

The part of the brain where logic and rational thinking occur

Answer 22

Neocortex/frontal lobe

Question 23

The sum of self-awareness, self-management, and self-motivation

Answer 23

Personal Competence

Question 24

The combination of social awareness and relationship management skills

Answer 24

Social Compentence

Question 25

The ability to recognize and understand your moods, emotions and drives, as well as their on others

Answer 25

Self-awareness

Question 26

The ability to control or redirect disruptive impulses and moods, the capacity to suspend judgement and to think before acting

Answer 26

Self-management

Question 27

The propensity to pursue goals with energy and persistence

Answer 27

Self-motivation

Question 28

Modulation of the voice to suggest attitudes or emotions

Answer 28

Tone

Question 29

The emphasis oneself readily, clearly, and effectively

Answer 29

Inflection

Question 30

Expressing oneself readily, clearly, and effectively

Answer 30

Articulate

Question 31

Words with no real function or meaning other than to fill space in the conversation

Answer 31

Filler words

Question 32

Negative feelings commonly associated with certain words or phrases

Answer 32

Negative connotation

Question 33

The unspoken transfer of messages or information through cues

Answer 33

Nonverbal

Question 34

Nonverbal messages from certain body movements and gestures

Answer 34

Body language

Question 35

The degree to which people respond emotionally in social situations

Answer 35

Responsiveness

Question 36

Individuals high in assertiveness and low in responsiveness. Not concerned with how others will react. Straightforward and independent.

Answer 36

Drivers

Question 37

Individuals low in both assertiveness and responsiveness. Likely, to ask a lot of questions about the details of a solution

Answer 37

Analytical

Question 38

Individuals low in assertiveness and appreciate getting to know people on a personal level

Answer 38

Amiables

Question 39

Individuals high on both assertiveness and responsiveness and like to make decisions based on their intuition or "gut feeling"

Answer 39

Expressives

Question 40

A communication process by which you motivate someone to voluntarily take a beneficial action

Answer 40

Persuasion

Question 41

A presentation to influence the customer's beliefs, attitudes, and behaviors to encourage buyer action toward an improved outcome

Answer 41

Persuasive presentation

Question 42

A presentation emphasizing factual information often drawn from marketing produced literature, technical specifications, or other company-prepared reports

Answer 42

Informative presentation

Question 43

The process of helping customers select the right solution

Answer 43

Solution configuration

Question 44

When the salesperson and customer combine their expertise and knowledge to define the solution with the optimal value

Answer 44

Co-creation

Question 45

Indications the customer is ready to purchase

Answer 45

Buying signals

Question 46

The process of providing the sales force with information, content, and tools to help salespeople be more effective

Answer 46

Sales enablement

Question 47

System to store and categorize digital media when needed

Answer 47

Sales asset management system

Question 48

Documents that offer guidelines and summaries for the content in the presentation

Answer 48

Handouts

Question 49

The customer's specifications for the solution as well as timelines, deliverables, and logistics (e.g. installation, delivery)

Answer 49

Request for proposal (RFP)

Question 50

Communication tools that allow simultaneous video and audio communication among multiple parties

Answer 50

Virtual communication platforms

Question 51

A preplanned presentation given to a virtual audience usually followed by a question-and-answer session

Answer 51

Webinars

Question 52

Phrases that suggest a relationship between objects, concepts, or ideas

Answer 52

Metaphors

Question 53

What the customer believes the product or service will accomplish for them

Answer 53

Customer's vision

Question 54

Any form of evidence such as a statement, testimonial, research study, or customer feedback that conveys the value of an offering

Answer 54

Proof devices

Question 55

The tendency to prefer avoiding losses to acquiring equivalent gains

Answer 55

Loss aversion

Question 56

Questions to asses the customer's attitude, commitment, or readiness to buy

Answer 56

Trial closes

Question 57

The comparison of costs to benefits

Answer 57

Cost-benefit analysis

Question 58

Contrasting the customer's current value with the value of the proposed solution

Answer 58

Comparative cost-benefit analysis

Question 59

The net benefit expected from a given investment

Answer 59

Return on investment (ROI)

Question 60

The length of time for an investment to be returned

Answer 60

Time to break-even

Question 61

The return a costumer would have earned from using the same investment for a different purpose

Answer 61

Opportunity cost

Question 62

When two or more members of a sales force work together to implement a sales strategy

Answer 62

Sales teams

Question 63

Individuals who serve only one account

Answer 63

Account-dedicated sales team members

Question 64

Temporary or ad hoc members who may serve multiple accounts

Answer 64

Fluid sales team members

Question 65

The people within the organization who get involved with a given buying process

Answer 65

Buying center

Question 66

The outcomes sales organization seeks to achieve through its relationship with that account

Answer 66

Sales strategy

Question 67

The activities or tasks that salespeople conduct to accomplish its strategy

Answer 67

Tactics

Question 68

Activities performed by salespeople that help forge better business relationships with their customers

Answer 68

Relationship-forging tasks

Question 69

The consistency or agreement between individuals goals and company goals

Answer 69

Goal congreuence

Question 70

The ability to work in constructive ways in developing solutions with team members

Answer 70

Working effectively with others