Exam 20: Personal Selling and Sales Management

is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,ABB had one salesforce that sold only generators,one that sold only boilers,another that sold only transformers,and so forth.Each salesperson was an expert on the items he or she sold.Its salesforce was organized by __________.

Personal selling begins with the __________ stage.

waitress at a Chili's restaurant uses a __________ when she asks a family if they have any room left for dessert.

a __________ compensation plan,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Explain the selling model that Xerox uses.

reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Personal selling requires the __________ flow of communication between a buyer and a seller,often in a face-to-face encounter,designed to influence a person's or a group's purchase decision.

using an account management policy grid,an account would receive a high level of sales calls if the account opportunity level assessment is

Figure 20-5 -Figure 20-5 above,"A" represents a(n)__________ when comparing independent agents and a company salesforce.

Figure 20-3 -Figure 20-3 above shows there are six stages in the personal selling process ("A" through "F")along with the objective(s)of each stage.If the salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service," what stage of the personal selling process is the salesperson engaged in?

use of computer,information,communication,and Internet technologies to make the sales function more effective and efficient is referred to as____________.

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

Alice Faulkner is a professional salesperson.She earns her living by selling advertising for The New York Times newspaper.In addition to selling advertising to her regular accounts,Alice is responsible for generating new advertising accounts for the newspaper.In order to fulfill her responsibilities,Faulkner works hard to make sure the potential customers she sells to are qualified prospects.How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage,the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale).

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."D" represents what account management policy?

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."C" represents what account management policy?

tasks involved in managing personal selling include the following: setting objectives; organizing the salesforce; recruiting,selecting,training,and compensating salespeople; and __________.

Identifying the buying role of the prospect would be typically done at the __________ stage of the personal selling process.