Chap 17**

Question 1

The interpersonal influence process involving a seller’s promotional presentation conducted on a person to person basis with the buyer is called what?

Answer 1

Personal selling

Question 2

Salespeople can also be called?

Answer 2

Problem solvers

Question 3

4 types of selling?

Answer 3

Over-the-counter selling (online selling a part of)
Field Selling
Telemarketing
Inside selling

Question 4

What is the most expensive form of selling?

Answer 4

Field selling

Question 5

Personal selling that relies on lists of family members and friends of the sales person, who organizes a gathering of potential customers for a demo of products is called?

Answer 5

Network marketing

Question 6

Telemarketing serves what 2 purposes and what 2 markets?

Answer 6

Sales and Service

B2B and B2C

Question 7

A sales method in which sales personnel place phone calls to prospects and try to conclude the sale over the phone is called?

Answer 7

Outbound telemarketing

Question 8

A sales method in which prospects call a seller to obtain information, make reservations, and purchase goods and services is called?

Answer 8

Inbound telemarketing

Question 9

What is a drawback of telemarketing?

Answer 9

Consumers hate it

Question 10

Firms still use telemarketing because ____ ?

Answer 10

Average call cost is low

Question 11

What uses a combination of filed selling techniques applied through inbound and outbound telemarketing channels with a strong customer orientation?

Answer 11

Inside selling

- selling by phone, mail, and electronic commerice

Question 12

What builds a mutually beneficial partnership through selling?

Answer 12

Relationship selling

- regular contacts between sales representatives and customers over an extended period

Question 13

Things buyers expect from sales people:

Answer 13

• knowledgeable

- truthful

Question 14

Offering multiple goods or services to the same customer based on knowledge of that customer’s needs is called?

Answer 14

Cross-selling

Question 15

By meeting customer needs by listening to them, understanding their problems, paying attention to details and following through after the sale is what type of selling?

Answer 15

Consultative Selling

Question 16

What is team selling?

Answer 16

Several sales associates are employed to help the lead sales representative reach all those who influence the purchase decision

Question 17

Sales tasks:

Answer 17

.Order processing
.Creative selling
.Missionary selling (promoting goodwill)

Question 18

7 Steps of Personal Concept (AIDA Concept)

Answer 18

1. Prospect and Qualify
2. Approach
3. Presentation
4. Demonstration
5. Handling Objections
6. Closing
7. Follow-up

Question 19

Personal selling function of identifying potential customers is what step?

Answer 19

Prospecting

Question 20

Determining a prospect’s needs, income and purchase authority as a potential customer is what step?

Answer 20

Qualifying

Question 21

A sales person should gather as much information as possible about customers before what?

Answer 21

Approach

Precall planning

Question 22

Describing a product’s major features and relating them to a customer’s problems or needs is what step?

Answer 22

Presentation

Question 23

What is cold calling?

Answer 23

contacting a prospect without a prior appointment

Question 24

What happens in the demonstration step?

Answer 24

Customer has the opportunity to try out how a good works before purchase

Question 25

Expressions of resistance by the prospective customer?

Answer 25

Objections

- use objections as an opportunity to reassure the buyers

Question 26

What happens in the closing step?

Answer 26

Salesperson asks customer to make a purchase decision

Question 27

A post sale activities that often determine whether an individual who has made a recent purchase will become a repeat customer?

Answer 27

Follow - Up

Question 28

Incentive compensation directly related to the sales or profits achieved by a salesperson is called?

Answer 28

Commission

Question 29

What is the goal of sales promotion?

Answer 29

Speeding the sales process and increasing sales volume

Question 30

What is a free distribution of a product to obtain futures sales?

Answer 30

Sampling

- high response rate

Question 31

*The process of qualifying a sales prospect involves:

Answer 31

determining a potential customer’s needs, income and purchase authority

Question 32

*One important advantage of personal selling over most advertising is:

Answer 32

the ability to actually demonstrate the good or service

Question 33

*Sales promotion techniques were originally intended:

Answer 33

as short term incentives aimed at producing immediate buying responses