Exam 33: Personal Selling and Sales Management

_____ is the process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement.

What trait,meaning the ability to put oneself in someone else's shoes,is something sales managers should look for in applicants?

Les Ailes de la Mode,a Quebec retail store that promotes the highest quality of customer service,has not only established itself as a top retailer in the province but also has a credit card and point program company,a cataloger and Internet seller,and even a publisher.Through gathering customer information for its credit cards and point program,through catalog and Internet orders,and through subscriptions to its publications,Les Ailes de la Mode has created several different:

Communications between customers and organizations that occur in stores or at information kiosks are called:

Salespeople ensure that delivery schedules are met,that the good or service performs as promised,and that buyers are trained in the use of the product.All of these functions are part of _____,the final step in the selling process.

Meta Singh is expected to sell two surgical laser systems each month.This sales objective is an example of a quota.

Consumers are reluctant to enter information through point-of-sale interactions because of privacy violation fears.

A _____ is a written document or professional presentation that outlines how a company's product will meet or exceed the client's needs.

All of the following are typical sales force performance measures EXCEPT:

To initiate the CRM cycle,a company must first:

Which of the following is not true of traditional personal selling methods?

Describe the actions of a company that is referred to as having a customer-centric focus.

Best Buy instituted a system in all of its stores that customizes their product offerings for the five key customer segments it has identified: affluent professional males,young entertainment enthusiasts,upscale suburban moms,families who are practical technology adopters,and small businesses with fewer than 20 employees.This focus implies that Best Buy is:

When a company retains an additional 5 percent of its customers each year,profits will increase by as much as _____.

Advanced Bionics Advanced Bionics is a global leader in the development of implantable, high-tech neurostimulation devices used to treat deafness and chronic pain. Just two-and-a- half years after introducing its new stimulators, the firm is doing $200 million in domestic sales. How has Advanced Bionics been so successful? Its success can be attributed to its outstanding products and to three aspects of its sales approach. First, Advanced Bionics hired the right talent for its sales force. Companies tend to use experienced sales reps-often hired away from competing companies-to sell new medical devices. This can be very expensive since experienced reps generally expect as much as $200,000 in annual income. So when Advanced Bionics brought its medical device to market, it hired people with no experience selling medical devices and turned them into sales reps. Hiring inexperienced salespeople created some problems, however, and the company experienced high turnover rates during its first two years in operation. Second, Advanced Bionics provided salespeople with a rigorous training program. Third, Advanced Bionics allowed salespeople to plan their own activities while managers monitored their progress and pushed them to improve. In short, the company has been able to succeed by selecting good people, training them well, and managing them carefully. -Refer to Advanced Bionics.One of the keys to Advanced Bionics' success has been finding and hiring the right talent for sales positions.Finding and hiring new salespeople is known as _____.

When salespeople use price as their go-to tool for negotiation,they may inadvertently:

Which of the following statements about the relative amount of time spent in the selling process by different types of salespeople is true?

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.Which type of selling does this Kraft perform with Kroger?