Exam 33: Personal Selling and Sales Management

Every time Barry orders running shoes from Road Runner Sports,the Web site or the operator on the phone always tries to sell him something in addition to the shoes he ordered,such as socks or other apparel.This is an example of:

Which of the following professions likely requires an individual to make sales?

Relationship selling is also called:

What is knowledge management? What type of companies use knowledge management?

Compare and contrast relationship selling and traditional personal selling.

How can personal selling costs be controlled?

In motivating their sales force,sales managers must be careful not to encourage:

Stores carrying Revlon Super Lustrous lipstick have begun using touch-screen televisions that allow customers to see how different styles might look on their own faces without talking to a makeup artist.Which of the following statements does this new development support?

Customer relationship management requires that organizations develop relationships with their customers through touch points and data mining.

Zappos is an online shoe and apparel retailer that promotes the highest quality of customer service by maintaining the importance of each _____,the point at which customer and store personnel exchange information and develop learning relationships.

Explain the importance of interactions in a customer relationship management (CRM)system.Most colleges and universities have some form of CRM system.Describe an interaction that occurs at your institution.

The knowledge that most businesses depend on repeat sales is the basis of:

Customer-centric is an internal management philosophy similar to the marketing concept.

Apple,Inc.has stores,a Web site,and a toll-free phone number where consumers can provide valuable information to the company in developing a CRM system.All these possible areas of the company where consumers can communicate with the business are called:

The final stage of sales management is evaluating the effectiveness and performance of the sales force.

Kraft Foods Kraft Foods has established dedicated teams to focus on their business with many of their largest customers. With "Team Kroger," Kraft has combined with Nabisco selling organizations in order to bring more unique shopper insights to Kroger supermarkets. This helps Kroger understand their shoppers and customize their programs to grow even more. At the same time, Kraft has strengthened its relationship with Kroger by gaining a better understanding of the supermarket's needs and how it can help support Kroger's business objectives concurrently with its own. -Refer to Kraft Foods.Each Kraft sales team member is given a statement of his or her individual sales objectives,usually based on sales volume.This is called a(n):

For a powerful sales presentation,salespeople must do all of the following EXCEPT:

List the seven steps in the personal selling process.

Shelby is a salesperson for Kohler,a company that sells plumbing fixtures.He has a prospect who is showing interest in learning more about his company's products,so now he must qualify this sales lead.What will Shelby do?

What is automated e-mail follow-up marketing? How does it work?