Marketing an Introduction, Gary Armstrong
Chapter 13: Communicating customer value: Personal selling and direct marketing
Chapter 13: Communicating customer value: Personal selling and direct marketing
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Set of flashcards Details
| Flashcards | 36 |
|---|---|
| Language | English |
| Category | Marketing |
| Level | University |
| Created / Updated | 01.06.2013 / 31.05.2022 |
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These employees are well-educated, well-trained professionals who work to build and maintain long-term customer relationships by listening to their customers, assessing customer needs, and organizing the company's efforts to solve customer problems. Who are these employees?
Of the following, which is the least creative sales position?
_______ involves two-way, personal communication between salespeople and individual customers–whether face-to-face, by telephone, through video or Web conferences, or by other means
What is the role of a chief revenue, or chief customer, officer?
Of the three typical types of sales force structures, which one is often supported by many levels of sales management positions in specific geographical areas?
Which of the following is not a disadvantage of a product sales force structure?
Members of a company's ________ travel to call on customers in the field.
Which activity is not typical for a sales assistant?
In many cases today, a major reason to adopt team selling stems from changes in ________.
All of the following are problems associated with the poor selection of salespeople except which one?
Sales applicants are typically not tested for ________.
A salesperson's compensation plan is typically made up of several elements–a fixed amount, ________, expenses, and fringe benefits.
Which sales management tool shows a salesperson which customers and prospects to see during the next 12 months and in which months, as well as which activities to carry out?
Which of the following is an advantage created by the use of a sales force automation system?
Your sales force is able to easily assess their opportunities within the firm. This feeling describes your firm's ________.
Management sets standards that state the amount each salesperson should sell and how sales should be divided among the company's products with ________.
Which of the following is an example of a positive incentive that management might use to motivate the sales force?
A ________ is a salesperson's write-up of his or her completed sales activity.
The first step in the selling process is ________.
The step that follows preapproach in the selling process is ________.
Which of the following is the least relevant characteristic that a salesperson should consider when qualifying a prospect?
Which type of salesperson fits best with today's relationship marketing focus and solutions approach?
The qualities buyers' dislike most in salespeople include all except which of the following?
A salesperson should seek out hidden objections, ask the buyer to clarify any objections, take objections as opportunities to provide more information, and ________.
Salespeople should be trained in recognizing ________ signals from the buyer, which can include physical actions such as leaning forward and nodding or questions about prices and credit terms.
_______ consists of short-term incentives to encourage the purchase or sale of a product or service. This offers reasons to buy it now.
Pressure to increase current sales, less differentiated brands, declining advertising efficiency, and increasingly deal-oriented customers are all factors contributing to the ________.
What is not an objective for trade promotions?
Of the main consumer promotion tools, which is the most effective for introducing a new product or creating excitement for an existing one?
Manufacturers direct more sales promotion expenditure toward ________ than to ________.
At Finley's Fine Goods, members of the sales force and marketing department tend to have disagreements when things go wrong with a customer. The marketers blame the salespeople for poorly executing their strategies, while the salespeople blame the marketers for being out of touch with the customer. Which of the following steps should upper-level management at Finley's Fine Goods take to help bring the sales and marketing functions closer together?
Schimdt Electronic, Gmbh., maintains a sales force for its small appliance customers and a separate sales force for its automotive customers. Schmidt utilizes a ________ structure.
Mediterranean Communications has increased its inside sales force. This will help its outside sales force in all except which of the following ways?
Royal Engineering Ltd., has 1,000 Type-A accounts, each requiring 28 calls per year, and 2,200 Type-B accounts, each requiring 15 calls per year. If each salesperson at Royal Engineering can make 1,500 sales calls per year, approximately how many salespeople will be needed?
At Boeing, salespeople work with company specialists, such as financial analysts, planners, and engineers, to call on potential and current customers. This is an example of ________.
Marlene Arau is a member of the sales force at Urban Fashions, a clothing manufacturer. Marlene is preparing for a first meeting with a wholesaler who is a potential customer, and she is preparing herself by learning as much as she can about the wholesaler's organization. Marlene is in the ________ step of the personal selling process.
