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42 Cards in this Set
- Front
- Back
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.
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adaptive selling
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An acronym for the various mental states the salesperson must lead their customers through when using mental states selling: attention, interest, desire, and action.
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AIDA
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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
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business consultant
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Sales presentations that include scripted sales calls, memorized presentations, and automated presentations.
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canned sales presentation
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The process of helping customers reach their strategic goals by using the products, services, and expertise of the sales organization.
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consultative selling
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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.
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continued affirmation
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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.
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customer value
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The process whereby new products, services, and ideas are distributed to the members of society.
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diffusion of innovation
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Something that stimulates or incites activity in the economy.
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economic stimuli
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A role the salesperson plays in consultative selling where he or she supports the customer, even when an immediate sale is not expected.
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long term ally
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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.
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marketing
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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.
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mental states selling
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An approach to selling based on the notion that the customer is buying to satisfy a particular need or set of needs.
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need satisfaction selling
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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.
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personal selling
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An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs.
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problem-solving selling
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Something that brings in revenue or income to a firm or company.
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revenue producers
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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.
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sales dialogue
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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.
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sales process
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A customer-oriented approach that uses truthful, nonmanipulative tactics to satisfy the long-term needs of both the customer and the selling firm.
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sales professionalism
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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.
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stimulus response selling
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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.
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strategic orchestrator
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A form of personal selling that focuses primarily on interpersonal communication between buyers and sellers with the goal of establishing relationships.
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trust-based professional selling
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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. |
a. Industrial Revolution
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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. |
c. Modern Era
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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. |
c. play a critical role in the diffusion of innovation
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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 |
e. both honest and have a pleasant personality
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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 |
c. transaction-focused
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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 |
b. trust-based relationship
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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. |
a. attention, interest, desire, action
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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 |
c. consultative
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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 |
b. strategic orchestrators
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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 |
a. business consultants
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The first "door-to-door" salespeople were the peddlers of the Middle Ages.
True False |
True
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The "canned sales presentation" was developed during the Industrial Revolution.
True False |
False
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Salespeople are usually good at generating revenue, but not very useful as sources of information about the market.
True False |
False
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Buyers expect salespeople to contribute to the success of the buyer's firms.
True False |
True
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Trust-based relationship selling is becoming less common that transaction-based selling.
True False |
False
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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 |
True
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Consultative selling requires collaboration between the buyer and the salesperson.
True False |
True
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A salesperson engaged in need-satisfaction selling would usually do most of the talking during a sales call.
True False |
False
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The sales process begins with initiating customer relationships.
True False |
True
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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 |
True
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