JMU COB 300D Exam 3 Tokman Questions
with Complete Solutions
Relationship Selling Correct Answ_Satisfying customers but relationship is built between the
salesperson and the customer rather than the institution.
Partnership Selling Correct Answ_-(Mutuality) Mutual benefits and reciprocity between the
partners.
-The 2 companies are buying from each other, allowing the relationship to be at the institutional
level.
Stages of The Personal Selling Process......... Correct Answ_1. Prospecting
2. Pre-approach
3. Approach
4. Presentation
5. Close
Follow-up
,Prospecting Stage Correct Answ_-Locating potential customers.
-Prospects vs. Leads
-Qualified Leads: Someone who could become a potential customer to you.
Pre-Approach Stage Correct Answ_-Involves preparation for the sales presentation.
-Research about potential customers as well as market research.
-Gather as much info about the customer as possible.
Approach Stage Correct Answ_-Customer is called to setup an appointment with them and
allow for introductions.
-The initial contact between the salesperson and consumer.
-Goal: To determine wants and needs of the customer.
,Presentation Stage Correct Answ_-Salesperson presents the product/service to the consumer.
-Types of presentations: Scripted and Consultative.
Scripted Presentation Correct Answ_You know what you are going to say to the customer
before you present.
Consultative Presentation Correct Answ_-Starts with questions.
-Listening to the customer is crucial here.
-Evaluate possible offers specifically for the customer.
Closing Stage Correct Answ_-Finalizing the sale and persuading the customer to make the
purchase.
Types of this: Trial, Assumptive, Urgency.
, Assumptive Close... Correct Answ_Acting as if they are ready to decide.
Trial Close... Correct Answ_See if they are ready for a close.
Urgency Close... Correct Answ_Creating urgency with the customer because they have a
problem that needs to be dealt with quickly.
Types of Consumer Products.... Correct Answ_-Convenience
-Shopping
-Specialty
-Unsought
Convenience Product Correct Answ_-Find easily, distributed intensively.
-Items are purchased often.
Shopping Product Correct Answ_Clothing items bought from retail outlets.
with Complete Solutions
Relationship Selling Correct Answ_Satisfying customers but relationship is built between the
salesperson and the customer rather than the institution.
Partnership Selling Correct Answ_-(Mutuality) Mutual benefits and reciprocity between the
partners.
-The 2 companies are buying from each other, allowing the relationship to be at the institutional
level.
Stages of The Personal Selling Process......... Correct Answ_1. Prospecting
2. Pre-approach
3. Approach
4. Presentation
5. Close
Follow-up
,Prospecting Stage Correct Answ_-Locating potential customers.
-Prospects vs. Leads
-Qualified Leads: Someone who could become a potential customer to you.
Pre-Approach Stage Correct Answ_-Involves preparation for the sales presentation.
-Research about potential customers as well as market research.
-Gather as much info about the customer as possible.
Approach Stage Correct Answ_-Customer is called to setup an appointment with them and
allow for introductions.
-The initial contact between the salesperson and consumer.
-Goal: To determine wants and needs of the customer.
,Presentation Stage Correct Answ_-Salesperson presents the product/service to the consumer.
-Types of presentations: Scripted and Consultative.
Scripted Presentation Correct Answ_You know what you are going to say to the customer
before you present.
Consultative Presentation Correct Answ_-Starts with questions.
-Listening to the customer is crucial here.
-Evaluate possible offers specifically for the customer.
Closing Stage Correct Answ_-Finalizing the sale and persuading the customer to make the
purchase.
Types of this: Trial, Assumptive, Urgency.
, Assumptive Close... Correct Answ_Acting as if they are ready to decide.
Trial Close... Correct Answ_See if they are ready for a close.
Urgency Close... Correct Answ_Creating urgency with the customer because they have a
problem that needs to be dealt with quickly.
Types of Consumer Products.... Correct Answ_-Convenience
-Shopping
-Specialty
-Unsought
Convenience Product Correct Answ_-Find easily, distributed intensively.
-Items are purchased often.
Shopping Product Correct Answ_Clothing items bought from retail outlets.
