__________ techniques can be used to learn more about current and potential customers. - ✔ ✔
Data mining
"Active Listening" means - ✔ ✔ Providing your listener with your full attention and responding
appropriately in such a way as to foster the relationship
A clearly defined mission helps management - ✔ ✔ Evaluate available market opportunities and
avoid those that are inconsistent.
A company's ability to link production, customer service, and other internal processes with its customers
is its - ✔ ✔ Spanning processes
A functional relationship between buyer and seller is identified by a: - ✔ ✔ Cooperative relationship
between the participants
A manufacturer of bicycles wanting to use a push strategy could: - ✔ ✔ Discount bikes to bike rental
companies hoping to gain consumer interest and sales.
A sales strategy of underpromising and overdelivering is likely to result in: - ✔ ✔ Customer delight
A salesperson who, once he or she has a customer relationship, attempts to sell a wide variety of
products or services engages in - ✔ ✔ Cross-selling
A strategy of convincing customers to buy the higher-quality or newer product is called - ✔ ✔
Upgrading
According to former IBM CEO, Sam Palmisano, nimble firms - ✔ ✔ Practice adaptive selling
According to Michael Porter, salespeople in a firm practicing a differentiation strategy: - ✔ ✔
Attempt to sell nonprice benefits and provide high quality customer service
According to Miles and Snow, a firm using an analyzer strategy: - ✔ ✔ Must balance multiple roles
servicing existing customers while prospecting
Advantages of CRM - ✔ ✔ -Reduces advertising costs
-Increases awareness of customer needs
-Tracks effectiveness of promotional campaigns
,-Competition for customers based on service, not prices
-Prevents over-spending on low-value clients, under-spending on high-value ones
-Speeds time to develop and market a product
-Improves use of customer channel
Authoritarian leaders - ✔ ✔ direct and control all activities without meaningful participation by other
members of the team
-good with crisis, and new employees that need a lot of help
-Like clear guidelines
-Take charge and get down to business in meetings
-Easy to assign tasks and monitor progress
-Impatient with prolonged discussion
-Relax more when you have complete control
B2B customers tend to be larger, purchase more expensive items, engage in extensive decision-making
processes, and - ✔ ✔ involve more people in the decision process.
Brad is shifting his sales force to a geographic organization. He knows the major disadvantage of
geographic organization is - ✔ ✔ Lack of division and specialization of labor
Cameron encourages his sales force to use more telemarketing as part of their sales efforts. He tells
them telemarketing can be used for all of the following EXCEPT - ✔ ✔ National key accounts
Characteristics of Successful Sales people - ✔ ✔ -Listening skills
-Follow-up skills
-Ability to adapt to situation
-Tenacity
-Well organized
-Verbal communication skills
-Able to interact with people at all levels of an organization
-Ability to overcome objections
, -Closing skills
-Personal planning and time management skills
Closing the Sale - ✔ ✔ Begins with first contact:
Requires
-"Asking for the order"
-Trial Close
-Understanding the prospect and buying process
-Paced by the salesperson
-Requires continual improvement
-Not manipulative
Commission only - ✔ ✔ Direct motivation - sales linked to salary
Fair - perform better, make more
Limited control. Focus on sales versus relationship building
Earnings shift, bad economy.
Turnover higher
Common complaints about sales presentations: - ✔ ✔ -Running down competitors
-Too aggressive or abrasive
-Inadequate knowledge of competitors' products and services
Data mining
"Active Listening" means - ✔ ✔ Providing your listener with your full attention and responding
appropriately in such a way as to foster the relationship
A clearly defined mission helps management - ✔ ✔ Evaluate available market opportunities and
avoid those that are inconsistent.
A company's ability to link production, customer service, and other internal processes with its customers
is its - ✔ ✔ Spanning processes
A functional relationship between buyer and seller is identified by a: - ✔ ✔ Cooperative relationship
between the participants
A manufacturer of bicycles wanting to use a push strategy could: - ✔ ✔ Discount bikes to bike rental
companies hoping to gain consumer interest and sales.
A sales strategy of underpromising and overdelivering is likely to result in: - ✔ ✔ Customer delight
A salesperson who, once he or she has a customer relationship, attempts to sell a wide variety of
products or services engages in - ✔ ✔ Cross-selling
A strategy of convincing customers to buy the higher-quality or newer product is called - ✔ ✔
Upgrading
According to former IBM CEO, Sam Palmisano, nimble firms - ✔ ✔ Practice adaptive selling
According to Michael Porter, salespeople in a firm practicing a differentiation strategy: - ✔ ✔
Attempt to sell nonprice benefits and provide high quality customer service
According to Miles and Snow, a firm using an analyzer strategy: - ✔ ✔ Must balance multiple roles
servicing existing customers while prospecting
Advantages of CRM - ✔ ✔ -Reduces advertising costs
-Increases awareness of customer needs
-Tracks effectiveness of promotional campaigns
,-Competition for customers based on service, not prices
-Prevents over-spending on low-value clients, under-spending on high-value ones
-Speeds time to develop and market a product
-Improves use of customer channel
Authoritarian leaders - ✔ ✔ direct and control all activities without meaningful participation by other
members of the team
-good with crisis, and new employees that need a lot of help
-Like clear guidelines
-Take charge and get down to business in meetings
-Easy to assign tasks and monitor progress
-Impatient with prolonged discussion
-Relax more when you have complete control
B2B customers tend to be larger, purchase more expensive items, engage in extensive decision-making
processes, and - ✔ ✔ involve more people in the decision process.
Brad is shifting his sales force to a geographic organization. He knows the major disadvantage of
geographic organization is - ✔ ✔ Lack of division and specialization of labor
Cameron encourages his sales force to use more telemarketing as part of their sales efforts. He tells
them telemarketing can be used for all of the following EXCEPT - ✔ ✔ National key accounts
Characteristics of Successful Sales people - ✔ ✔ -Listening skills
-Follow-up skills
-Ability to adapt to situation
-Tenacity
-Well organized
-Verbal communication skills
-Able to interact with people at all levels of an organization
-Ability to overcome objections
, -Closing skills
-Personal planning and time management skills
Closing the Sale - ✔ ✔ Begins with first contact:
Requires
-"Asking for the order"
-Trial Close
-Understanding the prospect and buying process
-Paced by the salesperson
-Requires continual improvement
-Not manipulative
Commission only - ✔ ✔ Direct motivation - sales linked to salary
Fair - perform better, make more
Limited control. Focus on sales versus relationship building
Earnings shift, bad economy.
Turnover higher
Common complaints about sales presentations: - ✔ ✔ -Running down competitors
-Too aggressive or abrasive
-Inadequate knowledge of competitors' products and services
