Ch 15 Personal Selling and Customer Service

Question 1

3 basic sales tasks

Answer 1

• Order-getting
• Order-taking
• Supporting

Question 2

are concerned with establishing relationships and developing new business

Answer 2

Order getters

Question 3

means seeking possible buyers with a well-organized presentation designed to sell a good, service, or idea.

Answer 3

Order-getting

Question 4

sell to the regular or established customers, complete most sales transactions, and maintain relationships with customers.

Answer 4

Order takers

Question 5

the routine completion of sales made regularly to target customers

Answer 5

Order-taking

Question 6

help the order-oriented salespeople, but they don’t try to get orders themselves

Answer 6

Supporting salespeople

Question 7

are supporting salespeople who work for producers- calling on intermediaries and their customers

Answer 7

Missionary Salespeople

Question 8

are supporting salespeople who provide technical assistance to order-oriented salespeople.

Answer 8

Technical specialist

Question 9

work with customers to resolve problems that arise with a purchase, usually after the purchase has been made

Answer 9

Customer service reps

Question 10

when different people work together on a specific account

Answer 10

Team selling

Question 11

sells directly to large accounts

Answer 11

Major accounts sales force

Question 12

using the telephone to “call” on customers or prospects

Answer 12

Telemarketing

Question 13

a geographic area that is the responsibility of one salesperson or several working together.

Answer 13

Sales territory

Question 14

a written statement of what a salesperson is expected to do.

Answer 14

Job description

Question 15

3 basic levels of payment

Answer 15

• straight salary
• straight commission (incentive)
• combination

Question 16

the specific sales or profit objective a salesperson is expected to achieve

Answer 16

Quota

Question 17

involves following all the leads in the target market to identify potential customers

Answer 17

Prospecting

Question 18

a salesperson’s effort to make a sale or address a customer’s problem.

Answer 18

Sales presentation

Question 19

approach uses a memorized presentation that is not adapted to each individual

Answer 19

Prepared sales presentation

Question 20

the salesperson’s request for an order

Answer 20

Close

Question 21

involves developing a good understanding of the individual customer’s needs before trying to close the sale.

Answer 21

Consultative selling approach

Question 22

Starts with a prepared presentation outline- much like the prepared approach- and leads the customer through some logical steps to a final close

Answer 22

Selling formula approach

Question 23

Purchasing decision involving paid form of communication between two people try to influence each other

Answer 23

Personal Selling

Question 24

A sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships

Answer 24

Relationship(Consultative)Selling

Question 25

A form of lead generation in which the salesperson approaches potential buyers without any prior knowledge of the prospects’ needs or financial status

Answer 25

Cold Calling

Question 26

A determination of the customer specific needs and wants and the range of options a customer has for satisfying them.

Answer 26

NeedsAssessment

Question 27

A formal written document or professional presentation that outlines how the salesperson’s product or service will meet and exceed the prospect’s needs

Answer 27

Sales Proposal

Question 28

A formal meeting in which the salesperson presents a sales proposal to a prospective buyer

Answer 28

Sales Presentation