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BMM 2209 > S2 - Personal Selling & Ethics > Flashcards

S2 - Personal Selling & Ethics Flashcards

(60 cards)

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1
Q

3 Types of Salespeople (TPG)

A

Traditional S.
Professional S.
Golden Rule S.

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2
Q

Alternative Sales Channel for Serving Customers (OFTI)

A

Over-the-Counter Selling
Field Selling
Telemarketing
Inside Selling

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3
Q

Customers in retail settings with typical routine needs

A

Over-the-Counter Selling

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4
Q

Customers who need solutions to complex problems

A

Field Selling

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5
Q

Customers who need answers to frequently asked questions

A

Inside Selling

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6
Q

Outbound: Existing customers; businesses that have been contacted

Inbound: New and existing customers; previous purchases

A

Telemarketing

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7
Q

Selling Approaches (RCT)

A

Relationship S.
Consultative S.
Team S.

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8
Q

Sales Tasks (OCM)

A

Order Processing
Creative Selling
Missionary Selling

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9
Q

Success in Selling
4 “S” in SSuccess
(LSUC PESS)

A

Love Selling
Service w/ others
Use of Golden Rule
Communication Ability

Personal Character
Excels at Strategic Thinking
Sales Knowledge
Stamina for the Job

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10
Q

Personal Characteristics
Needed to Sell (CPF JKF HMC)

A

Caring
Patience
Faithful

Joy
Kindness
Fair

Harmony
Morally Ethical
Controlled

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11
Q

Meet Performance Goals (TEC)

A

Themselves
Employer
Customers

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12
Q

In order to serve others, earn a living, keep their jobs

A

Themselves

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13
Q

Generate revenues for the company

A

Employer

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14
Q

Products help customers fulfill their needs & organizations

A

Customers

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15
Q

Are the most important people in any business

A

Customers

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16
Q

4 Main Elements of Customer Relationship Process (ABCS)

A

Analyze
Benefits
Commitment
Service

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17
Q

Customer Relationship Process (PPAPT OMTCF)

A

Prospecting
Preapproach
Approach
Presentation
Trial Close

Objections
Meeting Objections
Trial Close
Close
Follow up & Service

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18
Q

Locating & qualifying prospects

A

Prospecting

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19
Q

Obtaining interview, determine sales call objective

A

Preapproach

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20
Q

Meeting prospect & beginning customized sales presentation

A

Approach

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21
Q

Further uncovering needs relating product benefits

A

Presentation

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22
Q

Asking prospect’s opinions during & after presentations

A

Trial Close

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23
Q

Uncovering objections

A

Objections

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24
Q

Satisfactorily answering objections

A

Meeting Objections

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25
Asking prospect’s opinions after overcoming each objection
Trial Close
26
Bringing prospect to the logical conclusion to buy
Close
27
Serving customer after the sale
Follow up & Service
28
Basic Approaches to Organizing the Sales Force (PGC)
Product Organization Geographic Organization Customer Organization
29
Salesman Functions (CSBS PHTB K)
Create New Customers Sells More to Present Customers Builds Long-term Relationship w/ Customers Solve Problem Provide Service to Customers Help Customers Resell Product Teach Customers How to Use Products Builds Goodwill Keeps Employer up-to-date on Customers’ needs
30
Salesman Skills (CHT)
Conceptual S. Human S. Technical S.
31
Cognitive ability to see the selling process as a whole
Conceptual Skills
32
Seller’s ability to work with
Human Skills
33
Understanding of and proficiency on the performance of tasks
Technical Skills
34
Involves seller’s thinking & planning abilities
Conceptual Skills
35
Demonstrating a way to relate to other people
Human Skills
36
Includes mastery of methods in Selling
Technical Skills
37
Sales Ethics (SEL)
Social Ethical Legal
38
Managements obligation to make choices & take actions
Social Responsibility
39
Major Stakeholders (CCC)
Customers Community Creditors
40
Organization’s Performance (GOMES)
Government Owners Managers Employees Suppliers
41
Main Responsibilities: Organization (DELE)
Discretionary Ethical Legal Economic
42
Individual’s Role Shapes Core Beliefs (PPRFS)
Personality Personal Experiences Religious Background Family Upbringing Situation Faced
43
Beliefs direct our daily decisions
Individual Integrity
44
Levels of Moral Development (PCP)
Preconventional Conventional Principled
45
Acts on best interests & follows rules to avoid punishments
Preconventional
46
Conforms to the expectations of others
Conventional
47
Lives by internal set of morals
Principled
48
Organization’s Role (HSS)
HEAR No evil SEE No evil SPEAK No evil
49
3 Ethical Guidelines (IOI)
It never changes Offers a fixed point reference Is separate from you
50
Something that provides the correct action to take in any situation
Fixed Point Reference
51
Codes of moral principles & values
Ethics
52
Management’s Social Responsibilities (GEC)
Governing Behavior Employee Rights Cooperative Acceptance
53
Governing Behavior Elements (CCCIL)
Code of Ethics Company Cultures Control Systems Industry Leaders Leader Selection
54
Rights regarding job security & treatment of employees while on the job
Employee Rights
55
Employee Rights Examples (TPH)
Termination At Will Privacy Harassment
56
Right of employees to be treated fairly
Cooperative Acceptance
57
Ethical Behavior is encouraged when: (EOM)
Employees understand what is expected Open Communication is encouraged Managers lead by example
58
Unethical Practices Salespeople: On Employers (MMCAT)
Misusing Company Assets Moonlighting Cheating Affecting Other Salespeople Technology Theft
59
Unethical Practices Salespeople: On Customers (BMPT ERS)
Bribes Mispresentations Price Discrimination Tie-in Sales Exclusive Dealership Reciprocity Sales Restrictions
60
Characters of a Salesperson (ITC)
Integrity Trust Character

BMM 2209 (4 decks)

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