SALES MANAGEMENT D099 EXAM QUESTIONS AND
ANSWERS SET A+
✔✔consultative selling - ✔✔sales approach where the seller becomes a trusted advisor
to the customer and builds a relationship to truly understand his or her needs
✔✔value exchange - ✔✔the quantified worth of one good or service expressed in terms
of worth of another
✔✔customer lifetime value (CLV) - ✔✔a prediction of the net profit attributed to the
entire future relationship with a customer
✔✔return on customer investment - ✔✔a metric that measures how much value a
business can create per customer
✔✔value - ✔✔the measure of the benefit gained from a product or service relative to
the full cost of the item
✔✔value proposition - ✔✔an innovation, service, or feature intended to make a
company or product attractive to customers
✔✔return on investment (ROI) - ✔✔a performance measure used to evaluate the
efficiency of an investment or compare the efficiency of a number of different
investments
✔✔CLV = - ✔✔dollar value of purchases x gross profit% x number of purchases
✔✔ROI = - ✔✔net profit / investment x 100
✔✔sales funnel - ✔✔the buying process that companies lead customers through when
purchasing products
,✔✔accounts - ✔✔current business clients' records of transactions
✔✔sales management - ✔✔a business discipline which is focused on the practical
application of sales techniques and the management of a firm's sales operations
✔✔sales channels - ✔✔a way of bringing products or services to market so they can be
purchased by consumers
✔✔distribution channels - ✔✔a chain of businesses or intermediaries through which a
good or services passes until it reaches the final buyer or end consumer
✔✔intermediaries - ✔✔people or businesses that put buyers and sellers together
without taking ownership of the product, service, or property
✔✔order takers - ✔✔salespeople with responsibility for handling transactions initiated
by the customer
✔✔order getters - ✔✔salespeople who persuade customers to make a direct purchase
✔✔missionary salespeople - ✔✔a salesperson who provides info to an individual who
will influence the purchase decision
✔✔trade salespeople - ✔✔a salesperson who calls on retailers and helps them display,
advertise, and sell products to consumers
✔✔prospectors - ✔✔a salesperson whose primary function is to find prospects, or
potential customers
✔✔technical salespeople - ✔✔sales people who are experts in a specific product or
service area. They promote and sell the product by demonstrating how it works along
with the benefits it can offer potential customers
✔✔inside salespeople - ✔✔people who routinely work inside the business taking orders
and handling transactions
✔✔outside salespeople - ✔✔sales personnel who go out into the field to meet with
customers
✔✔account management - ✔✔maintaining a long-term relationship with customers who
purchased from the firm in the past
✔✔account-based marketing (ABM) - ✔✔concentrates sales and marketing resources
on a clearly defined set of target accounts within a market and employs personalized
campaigns designed to resonate with each account
, ✔✔key account management (KAM) - ✔✔developing and maintaining long-term,
sustainable and mutually beneficial relationships with key accounts
✔✔inactive accounts - ✔✔clients who have not made a purchase for a specified period
of time
✔✔passive accounts - ✔✔bring in revenue without active sales engagements
✔✔active accounts - ✔✔have consistent transactions and engagement with the
business
✔✔80/20 Rule (Pareto Principle) - ✔✔suggests that 20% of your activities will account
for 80% of your results
✔✔business development - ✔✔activities to develop and implement growth opportunities
within organizations
✔✔sales quota - ✔✔the sales goal or figure set for a product line, company division, or
sales representative
✔✔power skills - ✔✔personal attributes that enable someone to interact effectively and
harmoniously with other people
✔✔hard skills - ✔✔teachable abilities or skill sets that are easy to quantify. Typically
learned in the classroom, through books or other training materials, or on the job
✔✔strategic partnership - ✔✔a partnership in which the buyer and seller commit
resources to generate growth for both parties
✔✔skills for managing sales people - ✔✔coaching, performance management, and
leadership
✔✔steps in the sales process - ✔✔1. Prospecting and qualifying
2. Approach
3. Presentation and demonstration
4. Handling objections
5. Closing
6. Follow-up
✔✔TOFU - ✔✔the top of the sales/buyer journey funnel (leads/attention)
✔✔MOFU - ✔✔middle of sales funnel (suspects/interest and prospects/desire)
ANSWERS SET A+
✔✔consultative selling - ✔✔sales approach where the seller becomes a trusted advisor
to the customer and builds a relationship to truly understand his or her needs
✔✔value exchange - ✔✔the quantified worth of one good or service expressed in terms
of worth of another
✔✔customer lifetime value (CLV) - ✔✔a prediction of the net profit attributed to the
entire future relationship with a customer
✔✔return on customer investment - ✔✔a metric that measures how much value a
business can create per customer
✔✔value - ✔✔the measure of the benefit gained from a product or service relative to
the full cost of the item
✔✔value proposition - ✔✔an innovation, service, or feature intended to make a
company or product attractive to customers
✔✔return on investment (ROI) - ✔✔a performance measure used to evaluate the
efficiency of an investment or compare the efficiency of a number of different
investments
✔✔CLV = - ✔✔dollar value of purchases x gross profit% x number of purchases
✔✔ROI = - ✔✔net profit / investment x 100
✔✔sales funnel - ✔✔the buying process that companies lead customers through when
purchasing products
,✔✔accounts - ✔✔current business clients' records of transactions
✔✔sales management - ✔✔a business discipline which is focused on the practical
application of sales techniques and the management of a firm's sales operations
✔✔sales channels - ✔✔a way of bringing products or services to market so they can be
purchased by consumers
✔✔distribution channels - ✔✔a chain of businesses or intermediaries through which a
good or services passes until it reaches the final buyer or end consumer
✔✔intermediaries - ✔✔people or businesses that put buyers and sellers together
without taking ownership of the product, service, or property
✔✔order takers - ✔✔salespeople with responsibility for handling transactions initiated
by the customer
✔✔order getters - ✔✔salespeople who persuade customers to make a direct purchase
✔✔missionary salespeople - ✔✔a salesperson who provides info to an individual who
will influence the purchase decision
✔✔trade salespeople - ✔✔a salesperson who calls on retailers and helps them display,
advertise, and sell products to consumers
✔✔prospectors - ✔✔a salesperson whose primary function is to find prospects, or
potential customers
✔✔technical salespeople - ✔✔sales people who are experts in a specific product or
service area. They promote and sell the product by demonstrating how it works along
with the benefits it can offer potential customers
✔✔inside salespeople - ✔✔people who routinely work inside the business taking orders
and handling transactions
✔✔outside salespeople - ✔✔sales personnel who go out into the field to meet with
customers
✔✔account management - ✔✔maintaining a long-term relationship with customers who
purchased from the firm in the past
✔✔account-based marketing (ABM) - ✔✔concentrates sales and marketing resources
on a clearly defined set of target accounts within a market and employs personalized
campaigns designed to resonate with each account
, ✔✔key account management (KAM) - ✔✔developing and maintaining long-term,
sustainable and mutually beneficial relationships with key accounts
✔✔inactive accounts - ✔✔clients who have not made a purchase for a specified period
of time
✔✔passive accounts - ✔✔bring in revenue without active sales engagements
✔✔active accounts - ✔✔have consistent transactions and engagement with the
business
✔✔80/20 Rule (Pareto Principle) - ✔✔suggests that 20% of your activities will account
for 80% of your results
✔✔business development - ✔✔activities to develop and implement growth opportunities
within organizations
✔✔sales quota - ✔✔the sales goal or figure set for a product line, company division, or
sales representative
✔✔power skills - ✔✔personal attributes that enable someone to interact effectively and
harmoniously with other people
✔✔hard skills - ✔✔teachable abilities or skill sets that are easy to quantify. Typically
learned in the classroom, through books or other training materials, or on the job
✔✔strategic partnership - ✔✔a partnership in which the buyer and seller commit
resources to generate growth for both parties
✔✔skills for managing sales people - ✔✔coaching, performance management, and
leadership
✔✔steps in the sales process - ✔✔1. Prospecting and qualifying
2. Approach
3. Presentation and demonstration
4. Handling objections
5. Closing
6. Follow-up
✔✔TOFU - ✔✔the top of the sales/buyer journey funnel (leads/attention)
✔✔MOFU - ✔✔middle of sales funnel (suspects/interest and prospects/desire)
