Exam 21: Implementing Interactive and Multi-Channel Marketing

Salesforce automation is the use of ________ to make the sales function more efficient and effective.

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Personal selling assumes many forms based on the ________ and the ________ to perform the sales task.

Attributes such as imagination and problem-solving ability, strong work ethic, honesty, intimate product knowledge, effective communication and listening skills, and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are often found in the ________ for sales positions.

A canned sales presentation has some drawbacks, among them that it

A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size is referred to as the

________ involves the use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations.

Figure 21-7 -Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box A represents which account management policy?

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

The ________ is a common formula-based approach for determining the size of a salesforce.

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

Applied to recruiting and selecting salespeople, a ________ includes to whom a salesperson reports, how he or she interacts with other company personnel, and the customers to be called on.

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Faulkner is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the ________ stage of the personal selling process.

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

A disadvantage of a straight commission compensation plan is that

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

________ are often employed by companies that use inbound telemarketing, such as for a retailer's catalog phone banks.

Emotional intelligence is