Personal Selling 15-17
Card Set Information
Personal Selling 15-17
Customer complaints are information that should be viewed as:
a source of important information and an opportunity to prove the firm's commitment to service
When dealing with customer complaints, the salesperson should:
decide what action must be taken to remedy the problem
The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:
determine if the customer is satisfied with the purchase
The major advantage of a telephone call over written correspondence is that:
two-way communication is involved
Which of the following is a current development in customer service?
Customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service.
Sometimes customer expectations aren't met. When this happens it is referred to as a:
moment of misery
According to Ted Levitt, author of The Marketing Imagination, people:
buy the expectations of the benefits you promised
Expansion selling encompasses which of the following?
Which of the following is a major guideline that should be considered when using suggestion selling?
Don't make suggestions until you have first satisfied the customer's primary need.
Once the customer buys your product, expectations:
Of the customers that leave companies each year, which percentage leave because of bad customer service?
Diligence, an essential service behavior, combines responsiveness and:
Salespeople should do which of the following when product is delivered to customers?
Offer training in the use or care of the product.
Value reinforcement means:
getting credit for the value you create for the customer
A best practice by which salespeople can use technology to strengthen relationships with customers is by:
sending email confirmations of appointments or agreements
One important reason for salespeople to make follow-up telephone calls to customers is:
the customer may place repeat orders during a phone call
The effort to sell better-quality products is called:
Salespeople can add value to the sales process by:
making the purchase convenient
An unhappy customer is most likely to complain to:
Complaints from a customer should be viewed as:
an opportunity to strengthen the relationship
The two major methods for salespeople to increase their sales volume are by improving selling effectiveness (becoming a more effective salesperson) and:
spending more time in actual selling situations
Which of the following is a guiding principle used in establishing a sales routing and scheduling plan?
If your territory is quite large, consider organizing it into two smaller zones.
When drawing up a daily "to do" list, a salesperson should:
list activities in priority order of importance
Sales territories should, in most cases, be established on the basis of:
The primary objective of a sales routing and scheduling plan is to:
increase actual selling time by reducing travel time
One of the most effective methods of dealing with stress is to:
maintain an optimistic outlook
The sales manager takes information from the routing and scheduling plan to develop:
a sales call plan
Time management systems will not work for salespeople unless the salespeople have:
the commitment to use them consistently
One of the best ways to gain more time is to:
maintain a log of how time is spent during a typical week in order to identify wasted time
The major purpose of a call report is to:
provide a summary of what happened during the call and an indication of what future action is required
Salespeople are similar to entrepreneurs in that both of them must practice:
On average, salespeople spend most of their work time on:
administrative tasks and travel
According to self-management experts, every moment spent planning saves how many minutes in execution?
three to four
One of the simplest ways a salesperson can practice time management skills is to create a(n):
daily to-do list
Companies use CRM systems to combine:
islands of information about customers
Many salespeople schedule routing by using the 80/20 rule, meaning:
80 percent of their time on larger accounts and 20 percent on less profitable accounts
Which of the following is a type of record salespeople need to keep?
Maintaining accurate sales records can help a salesperson by putting current sales into:
Getting seven to eight hours of sleep a night can help salespeople:
Which of the following is a good way to manage stress?
Practice healthy emotional expression.
Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:
The supervisor who holds monthly sales force meetings to explain specific goals for the future and changes in policy and procedure is exhibiting:
The first step toward identifying the type of applicant to be recruited for a sales job is to:
determine the actual duties the person will perform
Some organizations are using ability or aptitude assessment instruments to determine future performance in certain types of sales jobs. Experts in the field of employment testing say:
test scores can be helpful when used in conjunction with other criteria
Newly hired salespeople are more likely to become productive staff members if they participate in a job orientation and a(n):
Which one of the following is a good motivation guideline to be adopted by sales managers?
Attempt to use a mix of external rewards and internal satisfaction.
Situational leadership occurs when:
the leader's style matches the situation
Which compensation plan would appeal to a salesperson who likes the idea of "pay for performance," but also likes some job security?
commission plan with a draw provision
a series of skills that can be acquired through study and practice
The process of planning, implementing, and controlling the personal selling function is called:
The Leadership Grid portrays dimensions of:
consideration and structure
Coaching focuses on helping the salesperson recognize the need to improve his or her performance and:
developing the salesperson's commitment to improve performance
Ken Blanchard says that the key to developing people is to:
concentrate on catching them doing something right
All of the following are good sources of quality candidates for sales jobs EXCEPT:
The costs of training an employee can be recouped by a company in increased sales per employee in which of the following amounts?
Managers using rewards to motivate employees should bear in mind that:
not all employees value the same rewards
It is extremely important that managers who use rewards as external motivators for salespeople who reach certain goals:
set goals that are realistic
A sales manager can review relationships with accounts at any time using CRM software by:
reading a salesperson's notes on the account in the system
Compensation plans can be designed to:
increase sales by percentage
The number of calls made on an account should:
bear some relationship to the sales and profit potential of that account