Professional Selling Exam 1

Front 1

even though personal selling is the most expensive method of communication on a per person reached basis, businesses continue to use personal selling because of advantages in:

Back 1

flexibility and control

Front 2

When Leann called on a long time cusomer, she realized that the man was upset and took the time to listen to his problem. She was able to sympathize with the customers' recent loss of a pet by using her

Back 2

emotional intelligence

Front 3

Gwen is considering how to sell her new produc. She is considering Internet sales, hiring sales reps, using a manufactureers rep, and several other options. Gwen is considering her:

Back 3

Go-to-Market strategies

Front 4

The set of people and organizations responsible for the flow of products and services from producer to ultimate consumer is called a firm's:

Back 4

distribution channel

Front 5

The primary vehicle for providing unpaid personal communications to customers is:

Back 5

word of mouth

Front 6

Salespeople spend more time performing administrative tasks, waiting and/or traveling, making service calls, and selling over the phone than:

Back 6

face-to-face selling

Front 7

a person-to-person business activity in which a salesperson uncovers and satisfies the needs of a buyer to the mutual, long-term benefit of both parties.

Back 7

Personal Selling

Front 8

a set of people and organizations responsible for the flow of products
and services from the producer to the ultimate user

Back 8

Distribution Channel

Front 9

making the customer the very center of everything that the selling firm does

Back 9

Customer Centric

Front 10

The various options a firm has to sell its products

Back 10

Go-to-market strategies

Front 11

Using various market strategies at the same time

Back 11

multichannel strategy

Front 12

Organizations whose go-to-market strategies rely heavily on salespeople

Back 12

sales-force intensive organizations

Front 13

communication programs that coordinate the use of various vehicles to maximize the total impact of the program on customers

Back 13

integrated marketing communication

Front 14

in the distibutor channel the manufacturer employs sales people to sell to distributors. These people are refered to as:

Back 14

trade salespeople

Front 15

work for a manufacturer and promote the manufacturers products to other firms

Back 15

Missionary salespeople

Front 16

independent sales people who are paid commission by a manufacturer for all products or services sold

Back 16

Manufacturers agents

Front 17

As Sondra concluded her sales interview with Burt she said "I'm pleased you see the value of this new software for managing your inventory. Can you suggest some other small business owners who like to see it?" Sondra is using the ____method of prospecting

Back 17

endles-chain

Front 18

Horizon gifts provides promotional gift baskets for b-2-b marketers to give during the holidays. Cal is a long-time user of the service provided and he often suggsts possible clients to the services sales reps. Everytime the lead Cal makes a purchase he receives a free gift. Cal acts as a ___ for horizon gifts

Back 18

spotter

Front 19

a well known and influential individual who is willing to supply lead information to the salespeople

Back 19

Center of influence

Front 20

the primary functoin of salespeople at trade shows is to:

Back 20

qualify leads for future follow-up

Front 21

What are the three criteria for measuring effective sales objectives

Back 21

all objectives should be specific, realistic, and measurable

Front 22

a sales person who routinely accomplishes his _____objectives is setting his objectives too low

Back 22

optimistic call

Front 23

calling when the secreatary won't be there so the call will go straight to the exec is

Back 23

going under the screen

Front 24

kathy has just made an appointment with a potentially important prospect. She decides to send the prospect a copy of a recent article discussing global trends in the prospects industry. Kathy is engaging in:

Back 24

seeding

Front 25

Salespeople should initially try to make an appointmetn with

Back 25

the focus of receptivity

Front 26

the focus of receptivity leads to ___ which leads to ____

Back 26

focus of dissatisfaction, focus of power

Front 27

actual goal one hopes to achieve

Back 27

primary call objective

Front 28

minimum goal one expects to achieve

Back 28

minimum call objective

Front 29

the most optimistic outcome one things could occur

Back 29

optimistic call objective

Front 30

seller has to convince the gatekeeper that a meeting with the boss is in the boss' best interests

Back 30

through the screen

Front 31

while talking to the gatekeeper the seller drops names of people higher up in the organization. The screen may allow the seller in to see the boss right away for fesar of getting in trouble

Back 31

over the screen

Front 32

Making contact before or after the screen gets to work

Back 32

under the screen

Front 33

Kerry encounters far more objections at the point in a sales call when he actually attempts to gain buyer committment than at any other time. This pattern suggests he

Back 33

may be ommitting significant selling points in his presentation

Front 34

At times a buyer voices opinions or concerns more to vent frustration than anything else. When this occurs use the ---method

Back 34

referal

Front 35

Mr T, TOm suggested I contact you about our new product. This is an example of the ---- opening

Back 35

referral

Front 36

office scanning is an activity most closely related to

Back 36

small talk

Front 37

in order to establish--- with his prospect steve said, "I notice you have a collection of antique thermometers, my father also coolects them.What got you interested in that

Back 37

rapport

Front 38

Marrissa designs retreat vacations for corporate execs. When she walks in she plays hawaiian music and gives them a lei. This is an example of the ---- opening

Back 38

product

Front 39

Used when the customer has a firm idea of the product needed

Back 39

request for proposal

Front 40

Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space. She will likely calculate the ----- for each area of the store

Back 40

sales per square foot

Front 41

When a sales rep divides the net profits produced for a client by the amount of money the client is investing, the resulting figure is called:

Back 41

return on investment

Front 42

simply introduce yourself

Back 42

introduction opening

Front 43

tell about someone who reffered you to the buyer

Back 43

referall opening

Front 44

start by telling some benefit of the product

Back 44

benefit opening

Front 45

actually demonstrate a product feature and benefit as soon as you walk up to the prospect

Back 45

product opening

Front 46

start by complimenting the buyer or the buyers firm

Back 46

compliment opening

Front 47

start the conversation with a question

Back 47

question opening

Front 48

that simply is not true. our product has been rated as the highest in the industry for the last three years

Back 48

direct denial

Front 49

i can certainly see why you would be concerned about quality. Actually, though, our product has been rated as the highest in the industry for the last three years

Back 49

indirect denial

Front 50

i agree that our quality is not as high as that of our competitors. However, it was designed that way for the consumers who are looking for a low-priced alternative

Back 50

compensation

Front 51

I can certainly understand how you feel. Mortimer Jiggs felt the same way before he bought the product. But after using it, he found that the quality was actually equal to the other products

Back 51

referral

Front 52

The fact that the quality is lower than in other products is probably the very reason you should buy it. You said that some of your customers are looking for a low-priced products to buy for their grandchildren

Back 52

revisit

Front 53

i understand your concern. you know one of the things i always look for if how a product's quality stacks up with the others. now where were we..

Back 53

aknowledge

Front 54

that's an interesting point. before discussing it fully, i would like to cover just two things that i think will help you better understand the product from a different perspective

Back 54

postpone