Session 1

Question 1

What are 6 types of sales positions (Elhajjar et al)

Answer 1

The consultative seller, new business seller, missionary seller, delivery seller, sales support position, key account seller

Question 2

Describe the consultative seller (Elhajjar et al)

Answer 2

Concentrates mostly on relationship selling, promotion and service assistance

Question 3

The missionary seller (Elhajjar et al)

Answer 3

is involved in training, travel, and product delivery, but not prospecting

Question 4

Describe the new business seller (Elhajjar et al)

Answer 4

makes greater use of technology, and devotes more time for entertainment, prospecting, and training

Question 5

The delivery seller (Elhajjar et al)

Answer 5

is largely responsible for delivering and stocking merchandise, with some prospecting

Question 6

The sales support position (Elhajjar et al)

Answer 6

is concerned with administrative duties, training, and recruiting

Question 7

The key account seller (Elhajjar et al)

Answer 7

is responsible for product support, travel, and office assistance

Question 8

What is personal selling? (Ingram)

Answer 8

Involves interpersonal communications between buyers and sellers to initiate, develop, and enhance customer relationships

Question 9

In what ways does B2B selling differ from B2C? (Ingram)

Answer 9

involve complex technical products, large dollar amounts, professional buyers, and multiple parties who influence purchase decisions

Question 10

What (4) expectations (areas) to the salesperson role (Ingram)

Answer 10

Financial contributor, Change agent, communication agent, customer value agent

Question 11

Describe expectations to the rep as a financial contributor (Ingram)

Answer 11

Revenue production. Profit goals: dollar goals or quotas, job performance and compensation are typically closely tied, held accountable for improving overall profitability through productivity

Question 12

Describe the expectations to the rep as a change agent (Ingram)

Answer 12

Stimulate sales cycles and help customers reach buying decisions. Educate potential customers. Diffuse innovations.

Question 13

Describe the expectations to the rep as a communication agents (Ingram)

Answer 13

Two-way communication w customer. Customer insights. eyes and ears of the company: competition, preferences, ideas. Market information

Question 14

Describe the expectations to the rep as a customer value agent (Ingram)

Answer 14

help to create, communicate, deliver and continually increase customer value

Question 15

What is transaction selling? and what kind of sales approaches?(Ingram; slides)

Answer 15

Salespeople focus on maximizing the outcomes of individual transactions rather than on longer-term relationships with customers. One-way pitches. Sales approach: stimulus response selling and mental states selling

Question 16

What is Trust-based relationship selling? (Ingram)

Answer 16

seeks to initiate, develop, and enhance long-term customer relationships by earning customer trust, focusing on customer needs, and having the salesperson play a key role in building the value received by the customer. Two-way. Listening and questioning.

Question 17

Describe the ADAPT questioning technique (Ingram)

Answer 17

Assess the buyer’s situation
Discover the buyer’s needs
Activate the buying process
Project the impact of solving a problem or realizing an opportunity
Transition to the sales presentation or the next step in the buying process

Question 18

What is the purpose of the ADAPT technique?

Answer 18

purpose of ADAPT is to develop an efficient, relevant line of questioning that will help both the salesperson and the buyer find common ground for sales dialogue and sales presentations

Question 19

What 6 kinds of trust based relationship selling exist? (slides)

Answer 19

Need satisfaction seling, problem solving selling, consultative selling, enterprise selling, challenger selling, social selling

Question 20

What defines consultative selling? (slides)

Answer 20

Collaboration between buyer and seller – win win. The selling firm creates value and deliver it to the buying firm

Question 21

What defines enterprise selling? (slides)

Answer 21

cocreation between buying and selling firms. Often in complex environments with many actors involved

Question 22

What is professional selling? (slides)

Answer 22

an interaction between actors aimed at creating and maintaining thin crossing points, through the ongoing alignment of institutional arrangements and the optimization of relationships

Question 23

What 3 sales positions are there according to slides

Answer 23

Order-takers (existing business), order-creators (missionary, detalier), order-getters (new business)

Question 24

What fosters trust in relationship selling?

Answer 24

expertise, dependability, honesty, customer orientation, compatibility

Question 25

According to the challenger model, what 5 roles do sellers fall into when interacting with the customer. And what do they stand for?

Answer 25

1. Hard worker: goes the extra mile, feedback and development
2. challenger: debate, pushes, familiar with the customers business
3. relationship builder: helpful, builds advocates
4. lone wolf: independent, self-assured, follow own instincts
5. problem solver: solves problem, detailed

Question 26

explain the concept of constructive tension

Answer 26

the challenger builds constructive tension to give a sense of urgency and build momentum. Challenging, partnership,

Question 27

what are the 8 steps in the buying process

Answer 27

1) problem recognition
2) need description
3) product specification
4) supplier search
5) acquisition and analysis proposals
6) supplier selection
7) selection of order routine
8) performance review

Question 28

what are the 3 buying situations

Answer 28

new task, straight rebuy, modified rebuy

Question 29

what 4 forces might influence buying behavior

Answer 29

environmental, organizational, group or individuals forces

Question 30

what are the 6 buying center roles?

Answer 30

initiator, influencer, gatekeeper, decision maker, buyer, user