Test 4

Question 1

Why are sales territories developed?

Answer 1

Coverage
Responsibilities
Evaluate performance
Customer relations
Reduce sales expenses
Match to customer needs
Benefit everyone

Question 2

3 types of territories

Answer 2

Geography
Industry-specific
Once contacted my customer

Question 3

Time allocation for territories

Answer 3

Number of accounts
Number sales calls made
Time per call
Frequency per customer
Travel time
Non-selling time
Return on time invested
Sales response function

Question 4

How to manage time with territories

Answer 4

Productive lunches
Use waiting time
Streamline reports & records
Use phone
Scheduling 
Routing

Question 5

What types of ethical responsibilities do organizations have?

Answer 5

• Discretionary responsibility (Contribute to the community and quality of life)
• Ethical Responsibility (Be ethical. Do what is right)
• Legal Responsibility (Obey the Law)
• Economic Responsibility (Be Profitable)

Question 6

What types of responsibilities do individuals have?

Answer 6

Preconventional – own interests
Conventional – legal laws (most common)
Principled – own code

Question 7

What actions do salespeople take that create ethical issues?

Answer 7

Make exaggerated claims
Offer a customer an unauthorized ‘gift’ in return for their business
Conceal info from a customer
Put non-business-related expenses on expense account
Divulge confidential info about a customer to another to get a sale

Question 8

What legal and ethical issues stem from situations between customers and salespeople?

Answer 8

• Bribes
• Misrepresentation (Staying legal: educate customers, be accurate, avoid exaggeration, know products/services and know laws)

Question 9

Whistleblower concept

Answer 9

Speaking up about wrongdoing

Question 10

Buying signals

Answer 10

Relaxes body/becomes friendly
Asks questions
Asks another person’s opinion
Carefully examines product
Asks about options

Question 11

Different ways to close

Answer 11

Alternative Choice
Assumptive
Compliment
Summary of benefits
Standing-room only
Probability
Negotiation

Question 12

What are the ways to get motivated after you are rejected by a customer?

Answer 12

Learn from every call
Use positive words
Set realistic goals
Never personalize a rejection
Spend more time with successful, optimistic people
Create personal incentives 
Frame rejection as part of success
Focus on the future

Question 13

4 communication styles

Answer 13

Expressive, driver, amiable, analytical

Question 14

Expressive

Answer 14

High assertive & high responsive
Social specialists
Typically show their emotions

Question 15

Amiable

Answer 15

Low assertive & high responsive
Relationship specialists
Typically show their emotions & work to help others

Question 16

Driver

Answer 16

High assertive & low responsive
Control specialists
Typically control their emotions and communicate very directly

Question 17

Analytical

Answer 17

Low assertive & low responsive
Technical specialists
Typically control their emotions and tend to be quiet people

Question 18

Why do you want to retain customers?

Answer 18

Leads to account penetration through word of mouth, reduced operating costs, price premium, more purchases, and base profits

Question 19

4 types of customers

Answer 19

Vulnerable customer: satisfied with product but dissatisfied with relationship
Loyal customer: satisfied with product and satisfied with relationship
Hopeful customer: dissatisfied with product but satisfied with relationship
Saboteur customer: dissatisfied with product and dissatisfied with relationship

Question 20

Service to delight customers

Answer 20

Go above what they expect
Use service surprises
Visit/contact often
Say thank you
Handle problems fast
Help them sell