question

The part of marketing that relies heavily on interpersonal communication and interaction between buyers and sellers is called _____________

answer

Personal selling

question

Kevin is a salesperson who relies heavily on trust building. The stylus selling is known as?

answer

Trust-Based relationship selling

question

Susan's customers are always concerned about what they're receiving in exchange for what they're paying. In other words, they are concerned about _______________.

answer

Customer value

question

The series of conversations between buyers and Sellers that take place over time in an attempt to build relationships is referred to as _____________.

answer

Sales dialogue

question

The primary focus of transaction-focused selling is the ________________________.

answer

Salesperson and the selling organization

question

The desired outcomes in trust-based relationship selling include which of the following?

answer

Trust and mutual benefits/profits

question

Jennifer follows the trust-based relationship selling strategy when dealing with her customers. She can expect to be ________________ her customers' decision-making processes.

answer

Actively involved in

question

Which of the following is most accurate with respect to post sale follow-up? a. Transaction-focused selling includes substantial follow-up. b. Transaction-focus selling includes little to no follow-up. c. Trust-based relationship selling involves substantial follow-up. d. Trust-based relationship selling it involves little to no follow-up. e. Both B and C are correct.

answer

Both B & C are correct

question

True salespeople, those who earned a living from selling, did not exist in any sizeable number until

answer

The industrial revolution in England

question

A canned sales presentation can be described as

answer

A sales presentation that is very structured and generally based on a written script.

question

During the early part of the twentieth century there was widespread interest in how to reduce the cost of sales. Many believed that this could be done by:

answer

Selling through mass distribution of goods and services.

question

The most important part of marketing communications in terms of money spent by most business firms is:

answer

Personal Selling

question

Salespeople have contributed to the economic growth of the United States in two basic ways:

answer

By stimulating economic transactions and increasing the diffusion of innovation.

question

As the evolution of personal selling continues, which of the following is NOT a predicted sales force response to an expected change?

answer

More sales dollars will be spent on advertising

question

Salespeople have the following relationship with revenue in most business firms:

answer

Direct

question

According to the text, in considering the responsibility for revenue production, salespeople usually feel the brunt of the pressure along with:

answer

The firm's management staff

question

While accountants and financial staff are concerned with profitability in ____ terms, salespeople are primarily concerned with profitability in ____ terms.

answer

Profit/loss, revenue

question

One of the key roles that salespeople client in society is the distribution of knowledge about new technology. In other words, salespeople helped with the __________________________.

answer

Diffusion of innovation

question

As a salesperson, you are expected to:

answer

Contribute to the success of the buyers firm

question

What are the following is most accurate with respect to buyers' expectations of salespeople?

answer

Buyers expect sales people to contribute to the success of the buyer's firm

question

Which of the following is NOT one of the four basic approaches to personal selling that were identified three decades ago?

answer

Contigency-selling

question

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:

answer

Adaptive selling

question

Which of the five views of personal selling is considered to be the simplest?

answer

Stimulus response

question

Which of the following statements pertaining to the stimulus-response form of personal selling is true?

answer

An example of the stimulus-response sales strategy would be the continued affirmation method.

question

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

answer

AIDA: ATTENTION, INTEREST, DESIRE, ACTION

question

Need-satisfaction personal selling is based on the idea that:

answer

Customers purchase to satisfy a particular need or set of needs

question

All of the following statements accurately reflect factors that pertain to need-satisfaction selling EXCEPT?

answer

This method focus on the salesperson and his/her product offerings

question

The problem-solving view of personal selling is an extension of:

answer

Needs-satisfaction selling

question

Which one of the following is NOT a stage in the problem-solving approach to selling?

answer

Follow up sale with additional product offerings

question

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called

answer

Consultative selling

question

_________________is the role the salesperson plays in consultative selling were he or she arranges the use of the sales organization's resources in an effort to satisfy the customer.

answer

Strategic orchestrator

question

David is always willing to support his customers even when an immediate sale is not expected. David is perceived by his customers as a _____________________ one of the roles David plays as a consultative salesperson.

answer

Long-term ally

question

Which of the roles salespeople play in consultative selling is most it depended upon the salesperson's business, industry, and customer knowledge?

answer

Long term ally

question

Which of the following is not a typical skill required for trust-based relationship selling?

answer

Financial planning

question

When practicing trust-based relationship selling, salespeople should do all of the following except:

answer

Practice stimulus-response selling

question

The most important part of the salesperson's job is:

answer

The sales process

question

The sales process is usually described as a series of ____ steps.

answer

Interrelated

question

The sales process begins with:

answer

Locating qualified prospective customers

question

Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

answer

Trust

question

Which of the following is not part of the sales process model outlined in the text?

answer

Selling situation

question

False

answer

Personal selling and trust-based relationship selling are essentially the same thing.

question

False

answer

Ultimately, customer value is determined by the salesperson.

question

True

answer

Ultimately, value is determined by the customer

question

True

answer

"Does this salesperson help me achieve my strategic priorities?" can be a question customers ask themselves when assessing customer value.

question

False

answer

The primary focus of trust-based relationships selling is the salesperson and the selling firm.

question

False

answer

Post-sale follow-up is an important part of transaction-focused selling.

question

True

answer

Salespeople involved in trust-based relationship selling are often actively involved in the customer's decision-making process.

question

False

answer

Transaction-focused selling and trust-based selling require similar skill sets.

question

True

answer

Strategic problem solving is a skill required by trust-based relationship selling but not by transaction-focused selling.

question

False

answer

Personal selling is moving from relationship-based methods to transaction-based methods.

question

False

answer

A customer-oriented sales approach employs truthful, but manipulative, tactics to satisfy the long-term needs of both the customer and the selling firm.

question

True

answer

The new generation of salespeople will face demands from sophisticated buyers, economic uncertainties, and new technologies.

question

True

answer

Salespeople are expected to be recognized as a key force in executing the appropriate strategies and tactics necessary for survival and growth.

question

True

answer

Salespeople are revenue producers for the company.

question

False

answer

Consumers who are likely to be early adopters of an innovation often rely on the salesperson as a secondary source of information.

question

True

answer

Salespeople are oftentimes referred to as the revenue producers of the firm.

question

False

answer

Salespeople should only be concerned with sales revenue

question

False

answer

Salespeople are rarely involved in market research because their time is better utilized in sales efforts.

question

False

answer

Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.

question

True

answer

Professional buyers expect salespeople to coordinate all aspects of the product and service to provide a total package.

question

True

answer

As salespeople serve their customers, they simultaneously serve their employers and society.

question

False

answer

When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are practicing manipulative selling.

question

True

answer

Common selling approaches for practicing trust-based relationship selling include need-satisfaction, problem-solving, and consultative.

question

True

answer

The theoretical background for the stimulus-response approach to personal selling originated in early experiments with animal behavior.

question

False

answer

In stimulus-response selling, the salesperson listens for "cues" from the buyer and adjusts his presentation to match those "cues."

question

False

answer

Stimulus-response selling is most effective in situations involving important purchase decisions and when time is not critical.

question

True

answer

Careful listening is required when using the mental-states selling approach to determine which stage the buyer is in at a given point in time.

question

False

answer

A problem with the mental states approach to selling is that it forces salespeople to listen very carefully when using this approach.

question

True

answer

If you were a salesperson using the mental-states approach and your customer was in the action state, you would attempt to close the deal.

question

False

answer

Unfortunately, the needs-satisfaction approach tends to increase the defensiveness of some prospects because the salesperson rapidly moves to the persuasive part of the sales message.

question

False

answer

In consultative selling, salespeople fulfill three primary roles: strategic orchestrator, business consultant, and order-taker.

question

True

answer

Business consultant is one of the roles important to consultative selling.

question

False

answer

Business partner is one of the roles and pour into consultative selling.

question

False

answer

Consultative selling is more or less the same thing as trust-based relationship selling.

question

False

answer

The three phases of the sales process are developing, maintaining, and enhancing customer relationships.

question

True

answer

The ability to understand buyers is one of the selling foundations in the trust-based sales process

question

True

answer

The ability to develop appropriate selling strategy is important to trust-based sales process.

question

True

answer

3 stages of Trust based relationship selling are: Earn Trust, meet customer needs & (create/communicate & deliver: value)

MKT3330: INTRO TO SALES – CH 1 QUESTIONS – Flashcards

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