Exam 20: Personal Selling and Sales Management

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in a __________.

practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

__________ is a written document that describes job relationships and requirements that characterize each sales position.

practice whereby buyers and sellers combine their expertise and resources to create customized solutions,commit to joint planning,and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as __________.

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

type of management policies specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out?

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1)are the critical link between a firm and its customers; (2)__________; and (3)may play a dominant role in a firm's marketing program.

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."C" refers to __________.

Which presentation format assumes that given the appropriate prompts by a salesperson,the prospect will buy?

a recent shopping excursion at a local Target store,Jim Krause went from aisle to aisle selecting the products he needed.He bought a variety of products,including shampoo,toothpaste,a green plant for his office,and several pair of socks.Interestingly,the only salesperson Krause encountered was the person at the checkout counter.The checkout person at Target is an example of a(n)__________.

tasks involved in managing personal selling include organizing the salesforce; __________; recruiting,selecting,training,and compensating salespeople; and evaluating the performance of individual salespeople.

urgency close refers to __________.

Which of the following statements regarding the role of salespeople is most accurate?

Sales management consists of three interrelated functions: (1)sales plan formulation; (2)__________; and (3)salesforce evaluation.

Which of the following statements should the salesperson use to agree with and neutralize an objection?

Explain what occurs during the closing stage of the selling process and list the three types of close.

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to manage one's emotions and impulses; empathy; and social skills.

formula selling presentation refers to a format that __________.

straight commission compensation plan is one __________.