D099 Sales Management Study tips new
Questions and answers Expanded module 1-12
Western Governors University
D099 Study Guide Questions
Module 1
Q1: Discuss the 4 key objectives of a sales department, giving an example for each.
1. Generate customers and converting sales- trying to get a better conversion rate.
2. Retaining current customers-keeping good customer loyalty is key to a successful business.
3. Developing a sales forecast-they’re responsible for determining how much product can be sold during a
specific period.
4. Ensuring product-Market fit: the degree to which a product satisfies a strong market demand.
Q2: Define Customer Relationship Management (CRM)? Identify few goals of CRM.
Processes implemented by a company to handle its contact with customers with the goal of creating a unified
customer experience to maximize retention.
1. Capture new leads and move them through the sales process.
2. Support and manage relationships with current customers to maximize the lifetime value of those
relationships to the company.
3. Boost productivity and lower the overall costs of marketing, sales, and account management.
Q3: What are the four elements that make up ethical behavior within an organization?
1. A written code of ethics and standards
2. Ethics training for executives, managers, and employees
3. Availability of advice on ethical situations
4. A system for confidential reporting
Q4: What is the relationship between sales and marketing?
They have the same goal of moving prospective customers through the purchasing process successfully.
Marketing attracts prospective customers to the business while sales attempt to convert these prospects into
paying customers.
,Q5: Describe the buyer’s journey?
A framework that acknowledges a buyer’s progression through a research and decision process ultimately
culminating in a purchase.
,Q6: Identify differences between Transactional, and Relationship selling?
Transactional Selling- sales strategy that involves focusing on achieving quick sales without a significant
attempt to form a long-term customer relationship.
Relationship selling- sales technique that focuses on the interaction between the buyer and the salesperson
rather than the price or details of the product.
Q7: How does the Social Style Matrix help in Adaptive selling?
It describes how people behave so that you can adjust and adapt our selling style according.
The x-axis is assertiveness, which indicates the degree to which a person wants to dominate or control the
thoughts of others.
The y-axis represents responsiveness, which is the degree to which a person outwardly displays emotions or
feelings in a relationship.
Q8: Define Customer lifetime value (CLV)? How is CLV calculated?
CLV is a prediction of the net profit attributed to the entire future relationship with a customer.
, CLV = dollar value of purchase(s) * gross profit percent * number of purchases
Q9: When a Business sells at a no loss no profit, for e.g. a company invests $20/- in making a product and then
sells it to customers at $20/-, what is the Return on Investment (ROI)?
$0
Module 2
Q1: Identify 5 points of differences between B2B and B2C markets.
Q2: What are the different sales channels used by companies.
Q3: What is Key Account Management (KAM)? How does Pareto principle apply to KAM?
Questions and answers Expanded module 1-12
Western Governors University
D099 Study Guide Questions
Module 1
Q1: Discuss the 4 key objectives of a sales department, giving an example for each.
1. Generate customers and converting sales- trying to get a better conversion rate.
2. Retaining current customers-keeping good customer loyalty is key to a successful business.
3. Developing a sales forecast-they’re responsible for determining how much product can be sold during a
specific period.
4. Ensuring product-Market fit: the degree to which a product satisfies a strong market demand.
Q2: Define Customer Relationship Management (CRM)? Identify few goals of CRM.
Processes implemented by a company to handle its contact with customers with the goal of creating a unified
customer experience to maximize retention.
1. Capture new leads and move them through the sales process.
2. Support and manage relationships with current customers to maximize the lifetime value of those
relationships to the company.
3. Boost productivity and lower the overall costs of marketing, sales, and account management.
Q3: What are the four elements that make up ethical behavior within an organization?
1. A written code of ethics and standards
2. Ethics training for executives, managers, and employees
3. Availability of advice on ethical situations
4. A system for confidential reporting
Q4: What is the relationship between sales and marketing?
They have the same goal of moving prospective customers through the purchasing process successfully.
Marketing attracts prospective customers to the business while sales attempt to convert these prospects into
paying customers.
,Q5: Describe the buyer’s journey?
A framework that acknowledges a buyer’s progression through a research and decision process ultimately
culminating in a purchase.
,Q6: Identify differences between Transactional, and Relationship selling?
Transactional Selling- sales strategy that involves focusing on achieving quick sales without a significant
attempt to form a long-term customer relationship.
Relationship selling- sales technique that focuses on the interaction between the buyer and the salesperson
rather than the price or details of the product.
Q7: How does the Social Style Matrix help in Adaptive selling?
It describes how people behave so that you can adjust and adapt our selling style according.
The x-axis is assertiveness, which indicates the degree to which a person wants to dominate or control the
thoughts of others.
The y-axis represents responsiveness, which is the degree to which a person outwardly displays emotions or
feelings in a relationship.
Q8: Define Customer lifetime value (CLV)? How is CLV calculated?
CLV is a prediction of the net profit attributed to the entire future relationship with a customer.
, CLV = dollar value of purchase(s) * gross profit percent * number of purchases
Q9: When a Business sells at a no loss no profit, for e.g. a company invests $20/- in making a product and then
sells it to customers at $20/-, what is the Return on Investment (ROI)?
$0
Module 2
Q1: Identify 5 points of differences between B2B and B2C markets.
Q2: What are the different sales channels used by companies.
Q3: What is Key Account Management (KAM)? How does Pareto principle apply to KAM?
