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Natural Disasters > Sales 542 Final > Flashcards

Sales 542 Final Flashcards

1
Q

Striving to maintain a positive attitude

A

Positive Affectivity

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2
Q

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

A

Social Awareness

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3
Q

The ability to proficiently manage relationships and build networks

A

Relationship management

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4
Q

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

A

Speaking/listening differential

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5
Q

Simpily hearing

A

Passive listening

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6
Q

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

A

Assertiveness

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7
Q

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

A

Pareto Principle or 80/20 rule

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8
Q

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

A

Stategic account management (SAM)

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9
Q

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

A

Customer business development (CBD)

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10
Q

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

A

SAM Strategy

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11
Q

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

A

Market-driven sales planning

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12
Q

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

A

Sharing market knowledge

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13
Q

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

A

Proposing integrative solutions

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14
Q

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

A

Coordinating internal resources

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15
Q

A personal quality of fairness

A

Integrity

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16
Q

Having the necessary knowledge and preparation

A

Competency

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17
Q

An occupation requiring specialized knowledge and skill set

A

Profession

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18
Q

Taking responsibility for success or failure

A

Accountability

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19
Q

The ability to maintain control of emotions and actions

A

Self-regulation

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20
Q

Acting and looking the part of a professional

A

Professional Image

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21
Q

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

A

Emotional Intelligence (EQ)

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22
Q

The part of the brain where logic and rational thinking occur

A

Neocortex/frontal lobe

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23
Q

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

A

Personal Competence

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24
Q

The combination of social awareness and relationship management skills

A

Social Compentence

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25
Q

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

A

Self-awareness

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26
Q

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

A

Self-management

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27
Q

The propensity to pursue goals with energy and persistence

A

Self-motivation

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28
Q

Modulation of the voice to suggest attitudes or emotions

A

Tone

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29
Q

The emphasis oneself readily, clearly, and effectively

A

Inflection

30
Q

Expressing oneself readily, clearly, and effectively

A

Articulate

31
Q

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

A

Filler words

32
Q

Negative feelings commonly associated with certain words or phrases

A

Negative connotation

33
Q

The unspoken transfer of messages or information through cues

A

Nonverbal

34
Q

Nonverbal messages from certain body movements and gestures

A

Body language

35
Q

The degree to which people respond emotionally in social situations

A

Responsiveness

36
Q

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

A

Drivers

37
Q

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

A

Analytical

38
Q

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

A

Amiables

39
Q

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

A

Expressives

40
Q

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

A

Persuasion

41
Q

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

A

Persuasive presentation

42
Q

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

A

Informative presentation

43
Q

The process of helping customers select the right solution

A

Solution configuration

44
Q

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

A

Co-creation

45
Q

Indications the customer is ready to purchase

A

Buying signals

46
Q

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

A

Sales enablement

47
Q

System to store and categorize digital media when needed

A

Sales asset management system

48
Q

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

A

Handouts

49
Q

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

A

Request for proposal (RFP)

50
Q

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

A

Virtual communication platforms

51
Q

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

A

Webinars

52
Q

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

A

Metaphors

53
Q

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

A

Customer’s vision

54
Q

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

A

Proof devices

55
Q

The tendency to prefer avoiding losses to acquiring equivalent gains

A

Loss aversion

56
Q

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

A

Trial closes

57
Q

The comparison of costs to benefits

A

Cost-benefit analysis

58
Q

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

A

Comparative cost-benefit analysis

59
Q

The net benefit expected from a given investment

A

Return on investment (ROI)

60
Q

The length of time for an investment to be returned

A

Time to break-even

61
Q

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

A

Opportunity cost

62
Q

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

A

Sales teams

63
Q

Individuals who serve only one account

A

Account-dedicated sales team members

64
Q

Temporary or ad hoc members who may serve multiple accounts

A

Fluid sales team members

65
Q

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

A

Buying center

66
Q

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

A

Sales strategy

67
Q

The activities or tasks that salespeople conduct to accomplish its strategy

A

Tactics

68
Q

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

A

Relationship-forging tasks

69
Q

The consistency or agreement between individuals goals and company goals

A

Goal congreuence

70
Q

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

A

Working effectively with others

Natural Disasters (5 decks)

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