Chapter 14: Flashcards
(26 cards)
Which of the following best describes a core strategy in key account management?
A. Relying on cold calls and promotions.
B. Rotating sales reps frequently to ensure diverse contact.
C. Customizing solutions aligned with the customer’s goals and internal processes.
D. Offering standard pricing packages to simplify negotiations.
C. Customizing solutions aligned with the customer’s goals and internal processes.
Why is a pilot program useful when selecting key accounts?
A. It eliminates the need for segmentation or scoring
B. It guarantees all tested accounts will become profitable
C. It allows the company to validate ROI before broader implementation
D. It replaces the need for long-term strategy planning
C. It allows the company to validate ROI before broader implementation
Return on Investment (ROI)
Which of the following is a key metric for evaluating the success of a key account strategy?
A. Account growth, retention, and strategic alignment
B. Website traffic generated by marketing
C. Number of cold calls made per week
D. Number of new leads in unrelated industries
K.A.S.
A.
A.R.S. = Account growth, Retention, and Strategic alliance
What is a major risk of poor leadership in a sales organization, as seen at Cassidy Computer Systems?
A. Excessive innovation
B. Low morale, unclear direction, and weak motivation
C. Over-specialization of roles
D. Too many incentive programs are offered at once.
B.
How do high emotional intelligence (EQ) skills help account managers succeed?
A. By reducing the need for product knowledge.
B. By enabling stronger relationship-building and handling complex interactions.
C. By avoiding customer feedback that may be critical.
D. By allowing managers to work independently from their teams.
B.
In applying the Sales Resource Opportunity Grid, what defines a “high-opportunity” account?
A. It has minimal support needs
B. It shows strong potential for future growth or revenue
C. It has already been fully saturated
D. It has the lowest cost to serve
B.
Which of the following best distinguishes a key account from a regular account?
A. Key accounts are managed exclusively by entry-level sales reps
B. Regular accounts demand more customized solutions
C. Key accounts have long-term strategic importance and often require tailored solutions
D. Regular accounts generate more revenue and involve more decision-makers
C.
What is the primary advantage of using a scoring system during key account selection?
A. It ensures every customer becomes a key account
B. It simplifies the sales process by avoiding segmentation
C. It focuses solely on short-term revenue performance
D. It ranks customers based on weighted criteria to identify high-potential key accounts
D.
Which characteristic is most often found in high-performing account managers at companies like IBM?
A. Preference for working independently rather than cross-functionally
B. Emphasis on intuition over data in decision-making
C. Strong consultative skills and ability to lead across functions
D. Focus solely on maximizing current quarter sales volume
C.
At Cassidy Computer Systems, which managerial action would most likely improve declining sales performance?
A. Avoiding change to preserve stability
B. Providing leadership training and clear communication of expectations
C. Replacing the entire sales team with external hires
D. Focusing only on improving compensation packages
B.
Which factor has the greatest long-term impact on salesperson job satisfaction?
A. Increasing the number of performance reviews
B. Cutting back on training to reduce costs
C. Strict enforcement of standardized work hours
D. Growth opportunities, autonomy, and supportive leadership
SJS
D.
G.A.S. - Growth Opportunities, Autonomy, & Supportive Leadership
In the Sales Resource Opportunity Grid, what should be done with accounts that have both low opportunity and low attractiveness?
A. Deprioritize or exit those accounts to reallocate resources
B. Invest more heavily to reverse their status
C. Automate all engagement regardless of performance
D. Assign those accounts to your top-performing sales reps
(Low + Low = Sarge)
A. Deprioritize or exit those accounts to reallocate resources
What is the primary distinction between traditional AI and generative AI?
A. Generative AI is rule-based
B. Generative AI can create new content
C. Traditional AI generates music and images
D. Traditional AI is more creative
B. Generative AI can create new content
Why is human oversight important when using generative AI?
A. AI always asks for permission
B. AI systems are too slow without humans
C. AI might provide biased or inaccurate outputs
D. AI often refuses to generate content
C. Ai
What is a major ethical concern associated with generative AI?
A. Difficulty using AI software
B. Lack of internet access
C. Oversupply of labor
D. Creation of deepfakes and biased outputs
D. Creation of deepfakes and biased outputs
What emerging job field is directly related to guiding AI outputs?
A. Data entry
B. Customer service
C. Prompt engineering
D. Systems engineering
C. Prompt engineering
T/F –
Once trained, generative AI can continuously learn and update itself without human input.
False
What is the “last-mile delivery”?
A. The first step of supply chain logistics
B. Transporting goods from manufacturer to warehouse
C. Delivery via freight trains
D. Delivery from fulfillment center to end customer
L.M.D.
D. Delivery from fulfillment center to end customer
“Life li(v)fe to the fullest”
Which technology helps improve delivery efficiency by finding the Best Routes?
A. Packaging automation
B. Route optimization software
C. Customer service chatbots
D. Assembly line robotics
B. Route optimization software
R.O.S.
What company is mentioned as using electric vehicles in its sustainability efforts?
A. Uber Eats
B. FedEx
C. DHL
D. Instacart
Shipping
C. DHL
What percentage of customers say they prefer recyclable or reusable packaging?
A. 45%
B. 60%
C. 72%
D. 89%
C. 72%
Which of the following is an example of crowdsourced delivery?
A. UPS truck route delivery
B. Amazon Flex drivers using personal vehicles
C. FedEx overnight shipping
D. DHL’s GreenVan network
Am.F.
B. Amazon Flex drivers using personal vehicles
Am.F. = Crowd surfing
Which delivery challenge is most common in urban last-mile scenarios?
A. Warehouse shortages
B. Lack of airplanes
C. Traffic congestion and limited parking
D. Low product demand
C. Traffic congestion and limited parking
What percentage of shoppers won’t return after a bad delivery experience?
A. 22%
B. 42%
C. 55%
D. 69%
D. 69%
