Exam 21: Implementing Interactive and Multi-Channel Marketing

The objective at the ________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Figure 21-4 -Figure 21-4 above depicts the sales management process that involves three interrelated functions. Box B refers to

DuPont assigned chemists, sales and marketing executives, and regulatory specialists to create and sell an herbicide for corn growers that recorded sales of $57 million in its first year. This type of sales approach is referred to as

When specific knowledge is required to sell certain types of products or services, then a ________ is used.

The salesperson's objective is to ensure that the customer is satisfied with the product or service during which stage in the personal selling process?

Outside order takers are most likely to

Suggestive selling is a form of

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

Salesperson Performance Tracking Marketing Dashboard at MooreChemConsider the Marketing Dashboard above, which includes metrics for salesperson performance tracking for MooreChem. As a MooreChem sales manager, you note that one of your salespeople has exceeded his sales target but is well below his profit goal. The best explanation for this performance is

During a sales call, you respond to a customer's issue by saying courteously, "You're absolutely right, and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

Two features of successful ________ are the availability of "live chat" opportunities and the ability to provide a single source for customer problem solving.

Another name for cold calling is

In the context of a salesperson's position, explain what a job description is. In the answer, specify the six attributes that it purports to explain.

A job description is a written document that describes job relationships and requirements that characterize each sales position. Once established, the job description is then translated into a statement of job

Sales management refers to

The two basic forms of team selling are

Selling objectives can be ________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be ________ and emphasize the number of sales calls and selling expenses.

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had work for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in

Personal selling requires the ________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or a group.

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.