Professional Selling Chapter 1, 17, 4 part
of EXAM 1 questions with correct
answers
artificial intelligence (AI) - correct answer ✔✔Computer systems that are capable of performing tasks
that normally require human intelligence and capabilities.
Customer Centric - correct answer ✔✔Process of making the customer the center of everything that the
selling firm does. See also customer orientation.
Customer Lifetime Value (CLV) - correct answer ✔✔The estimated value of the customer over the
lifetime of the relationship between the organization and the customer.
Customer Relationship Management (CRM) - correct answer ✔✔A system to organize information about
customers, their needs, company information, and sales information.
Customer Value Proposition (CVP) - correct answer ✔✔The way in which a salesperson's product or
service will meet the prospect's needs and how that is different from the offerings of competitors,
especially the next-best alternative.
Distribution Channel - correct answer ✔✔Set of people and organizations responsible for the flow of
products and services from the producer to the ultimate user.
Emotional Intelligence (EI) - correct answer ✔✔The ability to effectively understand and use your own
emotions and those of people with whom you interact. Includes four aspects: (1) knowing your own
feelings and emotions as they are happening, (2) controlling your emotions so you do not act
impulsively, (3) recognizing your customer's emotions (called empathy), and (4) using your emotions to
interact effectively with customers.
Field Salespeople - correct answer ✔✔Salespeople who spend considerable time in the customer's place
of business, communicating with the customer face-to-face.
, go-to-market strategies - correct answer ✔✔The various options that firms have to sell their products.
Examples include the Internet, franchises, telemarketers, agents, value-added resellers, field
salespeople, and so on.
inside salespeople - correct answer ✔✔Salespeople who work at their employer's location and interact
with customers by telephone or computer.
integrated marketing communications - correct answer ✔✔Coordinated communications programs that
exploit the strengths of various communication vehicles to maximize the total impact on customers.
manufacturer's agents - correct answer ✔✔Independent businesspeople who are paid a commission by
a manufacturer for all products and services the agents sell.
missionary salespeople - correct answer ✔✔Salespeople who work for a manufacturer and promote the
manufacturer's products to other firms. Those firms buy products from distributors or other
manufacturers, not directly from the salesperson's firm.
multichannel strategy - correct answer ✔✔The process of a firm using various go-to-market strategies at
the same time.
omnichannel buyer - correct answer ✔✔Customer who uses multiple channels or sources for gathering
information.
personal selling - correct answer ✔✔Interpersonal communication process in which a seller uncovers
and satisfies the needs of a buyer to the mutual, long-term benefit of both parties.
sales engineer - correct answer ✔✔Person who specializes in facilitating the sales process for
technologically and scientifically advanced products.
Sales force-intensive organizations - correct answer ✔✔Firm whose go-to-market strategy relies heavily
on salespeople.
of EXAM 1 questions with correct
answers
artificial intelligence (AI) - correct answer ✔✔Computer systems that are capable of performing tasks
that normally require human intelligence and capabilities.
Customer Centric - correct answer ✔✔Process of making the customer the center of everything that the
selling firm does. See also customer orientation.
Customer Lifetime Value (CLV) - correct answer ✔✔The estimated value of the customer over the
lifetime of the relationship between the organization and the customer.
Customer Relationship Management (CRM) - correct answer ✔✔A system to organize information about
customers, their needs, company information, and sales information.
Customer Value Proposition (CVP) - correct answer ✔✔The way in which a salesperson's product or
service will meet the prospect's needs and how that is different from the offerings of competitors,
especially the next-best alternative.
Distribution Channel - correct answer ✔✔Set of people and organizations responsible for the flow of
products and services from the producer to the ultimate user.
Emotional Intelligence (EI) - correct answer ✔✔The ability to effectively understand and use your own
emotions and those of people with whom you interact. Includes four aspects: (1) knowing your own
feelings and emotions as they are happening, (2) controlling your emotions so you do not act
impulsively, (3) recognizing your customer's emotions (called empathy), and (4) using your emotions to
interact effectively with customers.
Field Salespeople - correct answer ✔✔Salespeople who spend considerable time in the customer's place
of business, communicating with the customer face-to-face.
, go-to-market strategies - correct answer ✔✔The various options that firms have to sell their products.
Examples include the Internet, franchises, telemarketers, agents, value-added resellers, field
salespeople, and so on.
inside salespeople - correct answer ✔✔Salespeople who work at their employer's location and interact
with customers by telephone or computer.
integrated marketing communications - correct answer ✔✔Coordinated communications programs that
exploit the strengths of various communication vehicles to maximize the total impact on customers.
manufacturer's agents - correct answer ✔✔Independent businesspeople who are paid a commission by
a manufacturer for all products and services the agents sell.
missionary salespeople - correct answer ✔✔Salespeople who work for a manufacturer and promote the
manufacturer's products to other firms. Those firms buy products from distributors or other
manufacturers, not directly from the salesperson's firm.
multichannel strategy - correct answer ✔✔The process of a firm using various go-to-market strategies at
the same time.
omnichannel buyer - correct answer ✔✔Customer who uses multiple channels or sources for gathering
information.
personal selling - correct answer ✔✔Interpersonal communication process in which a seller uncovers
and satisfies the needs of a buyer to the mutual, long-term benefit of both parties.
sales engineer - correct answer ✔✔Person who specializes in facilitating the sales process for
technologically and scientifically advanced products.
Sales force-intensive organizations - correct answer ✔✔Firm whose go-to-market strategy relies heavily
on salespeople.
