MKTG 377- Exam 1: Osinski With
Complete Solutions
People who are unemployed or "underemployed" - working in a job that does not
really require a bachelors degree - ANSWER has risen, especially since the 2001
recession
Quality of jobs held by the underemployed has - ANSWER decreased
Only __% of companies have embraced relationship selling - ANSWER 20%
By positioning yourself as a partner or consultant, you are creating a more ___
relationship with your prospects or clients - ANSWER equal
the trend in professional selling today is toward relationship, ____ - ____ selling -
ANSWER problem solving
What is the ultimate goal of the relationship salesperson
throughout the selling process? - ANSWER customer satisfaction
The prospect's decision to buy from
the salesperson often represents the
start of a ___ ____ relationship. Ideally built on ____, _____, & _____ - ANSWER long
term relationship
TRUST,
MUTUAL REWARD &
MUTUAL
BENEFITS
Position yourself as a _____ not a _____ - ANSWER consultant, sales person
Relationship model of selling: - ANSWER Build trust-rapport (40%)
Probe, ask questions, listen (30%)
Sell benefits (20%)
reassure and close (10%)
3 phases of the sales cycle: - ANSWER Phase 1:
>identifying qualified prospects (need, money, authority)
>planning pre approach activities (telephone activities)
Phase 2:
> Approaching prospect
,>discovering needs
>making presentation
>handling objections & gaining commitment
Phase 3:
>closing the sale
>service after the sale
*the relationship really begins when the buyer says YES
>dealing with cognitive dissonance (buyers remorse) must be addressed and
resolved by the sales person
Founder of Total Quality managements and in a sense relationship selling? -
ANSWER Edward Deming
Edward Demings Total Quality Management (TQM) 3 key factors: - ANSWER 1.
develop a system to measure quality
2. develop process for continuous improvement
3. develop the team & keep them involved
Demings 85-15 rule: - ANSWER When things go wrong, 85% of the time, it is
the process or system that is at fault and only
15% of the time at most, is it the fault of the
employee or salesperson
People who are unemployed or "underemployed" - working in a job that does not
really require a bachelors degree - ANSWER has risen, especially since the 2001
recession
Quality of jobs held by the underemployed has - ANSWER decreased
Selling can be intimidating and scary but with ___, ____ and ____ it gets easier -
ANSWER confidence, right skill set, and right attitude
"Buck stops" which president? - ANSWER Harry Truman
Great sales people always look for? - ANSWER Clues
Sales peoples vital role often positions them as the ____ ____ ___ _____ within a
competitive market place to a very important customer - ANSWER key point of
contact
It's not about selling your stuff. It's about ____ _____ - ANSWER sensing
opportunities
8 step process for successful relationship selling
p p a n p o c s - ANSWER prospecting
pre approach & telephone techniques
, approach
needs discovery
presentation
handling objections
closing the sale
service after the sale
Major focus for this class is to - ANSWER "market or sell yourself"
People don't like to be sold, but ____ " Jeffrey Gitomer - ANSWER they love to
buy
Earned sale = - ANSWER work hard + prepare + engage + get a commitment
You want to earn a - ANSWER reoder, referral, and testimonial
To be really successful in marketing, advertising, or in any other key face of
business, it is ESSENTIAL to first gain some experience in - ANSWER Sales
Types of sales careers:
Low (____, ____)
Medium (_____, ____)
High (_____, _____) - ANSWER Low- reactive, order taking
Medium-Proactive, direct selling
High-relational/relationship, personal selling
No. 1 worst paying sales job - ANSWER Cashier
How many millions of people are involved in direct selling in the US? - ANSWER
15.9 million (31.6 bllion in total sales)
Top 5 largest sales forces in America: - ANSWER Avon
Amway
Tupperware
Herbalife
Mary Kay
Personal selling is defined as the process of
1. seeking
2. assisting
3. demonstrating
4. persuading - ANSWER 1. seeking out people who have a particular need
2. assisting them to recognize and define that need
3. demonstrating to them how a particular service or product fills that need
4. persuading them to use that service or product
Complete Solutions
People who are unemployed or "underemployed" - working in a job that does not
really require a bachelors degree - ANSWER has risen, especially since the 2001
recession
Quality of jobs held by the underemployed has - ANSWER decreased
Only __% of companies have embraced relationship selling - ANSWER 20%
By positioning yourself as a partner or consultant, you are creating a more ___
relationship with your prospects or clients - ANSWER equal
the trend in professional selling today is toward relationship, ____ - ____ selling -
ANSWER problem solving
What is the ultimate goal of the relationship salesperson
throughout the selling process? - ANSWER customer satisfaction
The prospect's decision to buy from
the salesperson often represents the
start of a ___ ____ relationship. Ideally built on ____, _____, & _____ - ANSWER long
term relationship
TRUST,
MUTUAL REWARD &
MUTUAL
BENEFITS
Position yourself as a _____ not a _____ - ANSWER consultant, sales person
Relationship model of selling: - ANSWER Build trust-rapport (40%)
Probe, ask questions, listen (30%)
Sell benefits (20%)
reassure and close (10%)
3 phases of the sales cycle: - ANSWER Phase 1:
>identifying qualified prospects (need, money, authority)
>planning pre approach activities (telephone activities)
Phase 2:
> Approaching prospect
,>discovering needs
>making presentation
>handling objections & gaining commitment
Phase 3:
>closing the sale
>service after the sale
*the relationship really begins when the buyer says YES
>dealing with cognitive dissonance (buyers remorse) must be addressed and
resolved by the sales person
Founder of Total Quality managements and in a sense relationship selling? -
ANSWER Edward Deming
Edward Demings Total Quality Management (TQM) 3 key factors: - ANSWER 1.
develop a system to measure quality
2. develop process for continuous improvement
3. develop the team & keep them involved
Demings 85-15 rule: - ANSWER When things go wrong, 85% of the time, it is
the process or system that is at fault and only
15% of the time at most, is it the fault of the
employee or salesperson
People who are unemployed or "underemployed" - working in a job that does not
really require a bachelors degree - ANSWER has risen, especially since the 2001
recession
Quality of jobs held by the underemployed has - ANSWER decreased
Selling can be intimidating and scary but with ___, ____ and ____ it gets easier -
ANSWER confidence, right skill set, and right attitude
"Buck stops" which president? - ANSWER Harry Truman
Great sales people always look for? - ANSWER Clues
Sales peoples vital role often positions them as the ____ ____ ___ _____ within a
competitive market place to a very important customer - ANSWER key point of
contact
It's not about selling your stuff. It's about ____ _____ - ANSWER sensing
opportunities
8 step process for successful relationship selling
p p a n p o c s - ANSWER prospecting
pre approach & telephone techniques
, approach
needs discovery
presentation
handling objections
closing the sale
service after the sale
Major focus for this class is to - ANSWER "market or sell yourself"
People don't like to be sold, but ____ " Jeffrey Gitomer - ANSWER they love to
buy
Earned sale = - ANSWER work hard + prepare + engage + get a commitment
You want to earn a - ANSWER reoder, referral, and testimonial
To be really successful in marketing, advertising, or in any other key face of
business, it is ESSENTIAL to first gain some experience in - ANSWER Sales
Types of sales careers:
Low (____, ____)
Medium (_____, ____)
High (_____, _____) - ANSWER Low- reactive, order taking
Medium-Proactive, direct selling
High-relational/relationship, personal selling
No. 1 worst paying sales job - ANSWER Cashier
How many millions of people are involved in direct selling in the US? - ANSWER
15.9 million (31.6 bllion in total sales)
Top 5 largest sales forces in America: - ANSWER Avon
Amway
Tupperware
Herbalife
Mary Kay
Personal selling is defined as the process of
1. seeking
2. assisting
3. demonstrating
4. persuading - ANSWER 1. seeking out people who have a particular need
2. assisting them to recognize and define that need
3. demonstrating to them how a particular service or product fills that need
4. persuading them to use that service or product
