Professional Selling (chapters 1 - 3)
questions well answered graded A+
professional selling - correct answer ✔✔an important part of marketing that relies heavily on
interpersonal interactions between buyers and sellers to initiate, develop, and enhance customer
relationships
Trust-based relationship selling - correct answer ✔✔A form of personal selling requiring that salespeople
earn customer trust and that their selling strategy meets customer needs and contributes to the
creation, communication, and delivery of customer value.
Customer Value - correct answer ✔✔the customer's perception of what they get for what they have to
give up
sales dialogue - correct answer ✔✔Business conversations between buyers and sellers that occur as
salespeople attempt to initiate, develop, and enhance customer relationships. Sales dialogue should be
customer-focused and have a clear purpose.
sales professionalism - correct answer ✔✔a customer-oriented approach that uses truthful, non-
manipulative tactics to satisfy the long-term needs of both the customer and the selling firm
diffusion of innovation - correct answer ✔✔the process whereby new products, services, and ideas are
distributed to the members of society
revenue producers - correct answer ✔✔a role fulfilled by salespeople that brings in revenue or income
to a firm or company
adaptive selling - correct answer ✔✔the ability of salespeople to alter their sales messages and
behaviors during a sales presentation or as they encounter different sales situations and different
customers
, stimulus response selling - correct answer ✔✔An approach to selling where the key idea is that various
stimuli can elicit predictable responses from customers. Salespeople furnish the stimuli from a repertoire
of words and actions designed to produce the desired response.
continued affirmation - correct answer ✔✔An example of stimulus response selling in which a series of
questions or statements furnished by the salesperson is designed to condition the prospective buyer to
answering "yes" time after time, until, it is hoped, he or she will be inclined to say "yes" to the entire
sales proposition.
mental states selling - correct answer ✔✔An approach to personal selling that assumes that the buying
process for most buyers is essentially identical and that buyers can be led through certain mental states,
or steps, in the buying process; also called the formula approach.
AIDA - correct answer ✔✔An acronym for the various mental states the salesperson must lead
customers through when using mental states selling: attention, interest, desire, and action.
need satisfaction selling - correct answer ✔✔An approach to selling based on the notion that the
customer is buying to satisfy a particular need or set of needs.
problem-solving selling - correct answer ✔✔an extension of need satisfaction selling that goes beyond
identifying needs to developing alternative solutions for satisfying these needs
consultative selling - correct answer ✔✔the process of helping customers reach their goals by using the
products, services, and expertise of the sales organization
strategic orchestrator - correct answer ✔✔A role the salesperson plays in consultative selling where he
or she arranges the use of the sales organization's resources in an effort to satisfy the customer.
business consultant - correct answer ✔✔A role the salesperson plays in consultative selling where he or
she uses internal and external (outside the sales organization) sources to become an expert on the
customer's business. This role also involves educating customers on the sales firm's products and how
these products compare with competitive offerings.
questions well answered graded A+
professional selling - correct answer ✔✔an important part of marketing that relies heavily on
interpersonal interactions between buyers and sellers to initiate, develop, and enhance customer
relationships
Trust-based relationship selling - correct answer ✔✔A form of personal selling requiring that salespeople
earn customer trust and that their selling strategy meets customer needs and contributes to the
creation, communication, and delivery of customer value.
Customer Value - correct answer ✔✔the customer's perception of what they get for what they have to
give up
sales dialogue - correct answer ✔✔Business conversations between buyers and sellers that occur as
salespeople attempt to initiate, develop, and enhance customer relationships. Sales dialogue should be
customer-focused and have a clear purpose.
sales professionalism - correct answer ✔✔a customer-oriented approach that uses truthful, non-
manipulative tactics to satisfy the long-term needs of both the customer and the selling firm
diffusion of innovation - correct answer ✔✔the process whereby new products, services, and ideas are
distributed to the members of society
revenue producers - correct answer ✔✔a role fulfilled by salespeople that brings in revenue or income
to a firm or company
adaptive selling - correct answer ✔✔the ability of salespeople to alter their sales messages and
behaviors during a sales presentation or as they encounter different sales situations and different
customers
, stimulus response selling - correct answer ✔✔An approach to selling where the key idea is that various
stimuli can elicit predictable responses from customers. Salespeople furnish the stimuli from a repertoire
of words and actions designed to produce the desired response.
continued affirmation - correct answer ✔✔An example of stimulus response selling in which a series of
questions or statements furnished by the salesperson is designed to condition the prospective buyer to
answering "yes" time after time, until, it is hoped, he or she will be inclined to say "yes" to the entire
sales proposition.
mental states selling - correct answer ✔✔An approach to personal selling that assumes that the buying
process for most buyers is essentially identical and that buyers can be led through certain mental states,
or steps, in the buying process; also called the formula approach.
AIDA - correct answer ✔✔An acronym for the various mental states the salesperson must lead
customers through when using mental states selling: attention, interest, desire, and action.
need satisfaction selling - correct answer ✔✔An approach to selling based on the notion that the
customer is buying to satisfy a particular need or set of needs.
problem-solving selling - correct answer ✔✔an extension of need satisfaction selling that goes beyond
identifying needs to developing alternative solutions for satisfying these needs
consultative selling - correct answer ✔✔the process of helping customers reach their goals by using the
products, services, and expertise of the sales organization
strategic orchestrator - correct answer ✔✔A role the salesperson plays in consultative selling where he
or she arranges the use of the sales organization's resources in an effort to satisfy the customer.
business consultant - correct answer ✔✔A role the salesperson plays in consultative selling where he or
she uses internal and external (outside the sales organization) sources to become an expert on the
customer's business. This role also involves educating customers on the sales firm's products and how
these products compare with competitive offerings.
