Exam 19: Managing Personal Communications:

The average salesperson turnover rate for all industries almost ________.

Personal selling is an ancient art.Today companies spend hundreds of millions of dollars each year to train salespeople.Most training programs agree on the major steps involved in any effective sales process.List these six steps.

In the world of the Internet,a hot growth area right now is search terms.Search terms serve as a proxy for the consumer's consumption interests and trigger relevant links to product or service offerings alongside the search results.These ads are called ________.

Today's customers expect a salesperson have deep product knowledge,to be efficient and reliable,and to add ideas to improve the customer's operations.These demands are forcing companies to make higher investments in ________.

Other media for direct-response marketing includes television.Television is used by direct marketers in conducting or producing "infomercials," and ________.

You receive the summer catalog in the mail in the middle of February.This is an example of ________,one of the fastest-growing segment for marketers.

Some of the public and ethical issues in direct marketing include irritation,unfairness,deception and fraud,and ________.

The term sales representative covers a broad range of positions.You have been hired by a firm as a sales representative.Your job description reads as follows: "The key duty of the sales representative is to solve the customer's problems using the company's products." You are a ________ sales representative.

The United States took the lead in mobile phone marketing in early 2004,but was quickly superceded by Japan.

The underlying customer strategy for the sales force of a business in the start-up phase of the business life cycle is to ________.

Customers typically pose objections during the presentation or when asked for the order.________resistance includes resistance to interference or a reluctance to give up something.

The Internet provides marketers and consumers with opportunities for much greater interaction and ________.

Of the seven Cs of effective Web design,________ refers to the degree that the site is linked to other sites.

________ is another form of word of mouth that encourages consumers to pass along company-developed products and services or audio,video,or written information to others online.

Of the seven Cs of effective Web design,community refers to how the site enables user-to-user communication.

Interactive marketing offers many unique benefits to the direct marketer.Explain some of the benefits afforded to marketers using interactive marketing.

The majority of sales representatives require encouragement and special incentives,especially ________.

The extraordinary growth of direct marketing can be attributed to many factors,with both consumers and business benefiting.List some of these factors.

A downside of sales quotas is that they can ________ as much business as possible,often at the expense of customer satisfaction.

The first step in the process of selling is to find ________.