Sales Chapter 1

Front 1

The ability of a salesperson to alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations and different customers.

Back 1

adaptive selling

Front 2

An acronym for the various mental states the salesperson must lead their customers through when using mental states selling: attention, interest, desire, and action.

Back 2

AIDA

Front 3

A role the salesperson plays in consultative selling where he or she uses internal and external (outside the sales organization) sources to become an expert on the customer’s business. This role also involves educating customers on the sales firm’s products and how these products compare with competitive offerings

Back 3

business consultant

Front 4

Sales presentations that include scripted sales calls, memorized presentations, and automated presentations.

Back 4

canned sales presentation

Front 5

The process of helping customers reach their strategic goals by using the products, services, and expertise of the sales organization.

Back 5

consultative selling

Front 6

An example of stimulus response selling in which a series of questions or statements furnished by the salesperson is designed to condition the prospective buyer to answering ‘‘yes’’ time after time, until, it is hoped, he or she will be inclined to say ‘‘yes’’ to the entire sales proposition.

Back 6

continued affirmation

Front 7

The customer’s perception of what they get for what they have to give up, for example, benefits from buying a product in exchange for money paid.

Back 7

customer value

Front 8

The process whereby new products, services, and ideas are distributed to the members of society.

Back 8

diffusion of innovation

Front 9

Something that stimulates or incites activity in the economy.

Back 9

economic stimuli

Front 10

A role the salesperson plays in consultative selling where he or she supports the customer, even when an immediate sale is not expected.

Back 10

long term ally

Front 11

An organizational function that creates, communicates, and delivers value to customers and manages customer relationships in ways that benefit both the organization and its stockholders.

Back 11

marketing

Front 12

An approach to personal selling that assumes that the buying process for most buyers is essentially identical and that buyers can be led through certain mental states, or steps, in the buying process; also called the formula approach.

Back 12

mental states selling

Front 13

An approach to selling based on the notion that the customer is buying to satisfy a particular need or set of needs.

Back 13

need satisfaction selling

Front 14

Personal communication with an audience through paid personnel of an organization or its agents in such a way that the audience perceives the communicator’s organization as being the source of the message.

Back 14

personal selling

Front 15

An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs.

Back 15

problem-solving selling

Front 16

Something that brings in revenue or income to a firm or company.

Back 16

revenue producers

Front 17

business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships. Sales dialogue should be customer-focused and have a clear purpose.

Back 17

sales dialogue

Front 18

A series of interrelated steps beginning with locating qualified prospective customers. From there, the salesperson plans the sales presentation, makes an appointment to see the customer, completes the sale, and performs postsale activities.

Back 18

sales process

Front 19

A customer-oriented approach that uses truthful, nonmanipulative tactics to satisfy the long-term needs of both the customer and the selling firm.

Back 19

sales professionalism

Front 20

An approach to selling where the key idea is that various stimuli can elicit predictable responses from customers. Salespeople furnish the stimuli from a repertoire of words and actions designed to produce the desired response.

Back 20

stimulus response selling

Front 21

A role the salesperson plays in consultative selling where he or she arranges the use of the sales organization’s resources in an effort to satisfy the customer.

Back 21

strategic orchestrator

Front 22

A form of personal selling that focuses primarily on interpersonal communication between buyers and sellers with the goal of establishing relationships.

Back 22

trust-based professional selling

Front 23

During the ________, the need for salespeople intensified as local economies were no longer self-sufficient.
a. Industrial Revolution
b. War and Depression Era
c. Modern Era
d. Time of Plato
e. None of these is correct.

Back 23

a. Industrial Revolution

Front 24

During the ________, selling became more professional as buyers grew intolerant of high-pressure, fast-talking salespeople.
a. Industrial Revolution
b. War and Depression Era
c. Modern Era
d. Time of Plato
e. None of these is correct.

Back 24

c. Modern Era

Front 25

Salespeople are beneficial to society because they stimulate economic transactions and ________.
a. gather information for the organization
b. generate revenue for the organization
c. play a critical role in the diffusion of innovation
d. become future managers
e. All of these choices are correct.

Back 25

c. play a critical role in the diffusion of innovation

Front 26

According to research done by Learning International, buyers prefer salespeople who ________.
a. are honest
b. give significant discounts
c. have a pleasant personality
d. aren't very good at negotiation
e. both are honest and have a pleasant personality

Back 26

e. both honest and have a pleasant personality

Front 27

Jim is a salesperson for XYZ Corp. and usually does most of the talking during his sales calls. Jim most likely practices ________ selling.
a. need satisfaction
b. trust-based relationship
c. transaction-focused
d. consultative
e. problem solving

Back 27

c. transaction-focused

Front 28

Sally is a salesperson for Southerland Chemical Company. Sally's approach to selling requires her to ask a lot of questions and develop customized solutions based on what she learns from the customer. Sally most likely practices ________ selling.
a. transaction-focused
b. trust-based relationship
c. mental states
d. stimulus response
e. all of the above are correct

Back 28

b. trust-based relationship

Front 29

With respect to mental states selling, the acronym AIDA stands for:
a. attention, interest, desire, action.
b. attention, interest, decision, action.
c. alert, interest, desire, act.
d. alert, interest, decision, act.
e. none of these choices.

Back 29

a. attention, interest, desire, action

Front 30

Allen is a salesperson who helps his customers reach their strategic goals. Allen is most likely practicing ________ selling.
a. mental states
b. need-satisfaction
c. consultative
d. strategic goal satisfaction (STS)
e. stimulus response

Back 30

c. consultative

Front 31

When engaging in consultative selling, salespeople who coordinate their organization's resources in an effort to help them meet the needs of their customers are acting as ________.
a. business consultants
b. strategic orchestrators
c. long-term allies
d. need-satisfiers
e. none of these choices

Back 31

b. strategic orchestrators

Front 32

When engaging in consultative selling, salespeople who serve as experts on their customers' businesses are acting as ________.
a. business consultants
b. strategic orchestrators
c. long-term allies
d. need-satisfiers
e. none of these choices

Back 32

a. business consultants

Front 33

The first "door-to-door" salespeople were the peddlers of the Middle Ages.

True
False

Back 33

True

Front 34

The "canned sales presentation" was developed during the Industrial Revolution.

True
False

Back 34

False

Front 35

Salespeople are usually good at generating revenue, but not very useful as sources of information about the market.

True
False

Back 35

False

Front 36

Buyers expect salespeople to contribute to the success of the buyer's firms.

True
False

Back 36

True

Front 37

Trust-based relationship selling is becoming less common that transaction-based selling.

True
False

Back 37

False

Front 38

The ability of salespeople to alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations and different customers is referred to as adaptive selling.

True
False

Back 38

True

Front 39

Consultative selling requires collaboration between the buyer and the salesperson.

True
False

Back 39

True

Front 40

A salesperson engaged in need-satisfaction selling would usually do most of the talking during a sales call.

True
False

Back 40

False

Front 41

The sales process begins with initiating customer relationships.

True
False

Back 41

True

Front 42

In order to be successful in the sales process, today's salespeople must have the appropriate selling foundations and must have sound selling strategies.

True
False

Back 42

True