Deck 2: Evolution of Selling Models That Complement the Marketing Concept

ملء الشاشة (f)
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سؤال
A firm that practices the marketing concept moves away from a production orientation to a customer orientation.
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سؤال
The belief that a firm should dedicate all of its policies,planning,and operation to create customer satisfaction is called:

A)marketing concept.
B)market orientation.
C)target marketing.
D)customer orientation.
E)production concept.
سؤال
In a market characterized by vigorous competition,look-alike products,and customer loyalty that depends on quality relationships as well as quality products,the salesperson should fully utilize the:

A)customer strategy.
B)presentation strategy.
C)product strategy.
D)relationship strategy.
E)guerrilla strategy.
سؤال
A strategic market plan is focused on the marketing functional area of a business and outlines the methods and resources required to achieve the firm's marketing goals.
سؤال
When Judy sells a perfume at the airport Duty Free shop it would be considered relationship selling.
سؤال
Promotion include the following forms:

A)sales promotion,public relations,personal selling,advertising.
B)market research,personnel,product publicity.
C)product research,product design,product production,product publicity.
D)public relations,place,personal selling,personnel.
E)sales promotion,personnel,public relations,and product research.
سؤال
Strategies are the techniques,practices,or methods you use when you are face-to-face with a customer.
سؤال
Consultative-style selling,which emerged in the late 1960s and early 1970s,is an extension of the marketing concept.
سؤال
Within the various promotion methods such as advertising,sales promotion etc.,personal selling is often the major promotion method used in terms of total expenditures or expenses as a percentage of sales.
سؤال
An advantage of using the Consultative selling approach,which is based on effective communication between the buyer and seller,is that the negotiation stage of the presentation process can be eliminated.
سؤال
Transactional selling is a sales process that is focused on creating superior customer satisfaction during the sales transaction.
سؤال
Adopting transactional selling is an important part of developing a personal selling philosophy.
سؤال
Eric Villa obtained a license to sell real estate and then accepted a sales position with a Century 21 agency.To prepare for this new position,he purchased and read a research report entitled Buying Habits of Today's Home Buyer.Mr.Villa is attempting to develop a:

A)relationship strategy.
B)customer strategy.
C)presentation strategy.
D)product strategy.
E)promotion strategy.
سؤال
Which of the following statements would not be an application of the marketing concept?

A)Let's enquire about which configuration options customers like.
B)Let's show these product designs to some prospective buyers for their reactions.
C)Let's examine our points of distribution to see if we're reaching the market effectively.
D)Let's do some research to see which colours the consumers prefer.
E)Let's speed up production and get these products to consumers faster by eliminating the field test.
سؤال
Across all businesses,more money is spent on ________ than on any other form of marketing communication.

A)personal selling
B)public relations
C)direct mail
D)sales promotion
E)advertising
سؤال
The presentation strategy includes a reminder that outstanding service should be the overriding theme of every sales presentation.
سؤال
When products of a company become similar to its competitor's products,the product strategy becomes more important than the relationship,customer and presentation strategies.
سؤال
Transactional selling is a process that involves needs assessment,problem solving,relationship building,and following up on the transaction.
سؤال
High ethical standards are important to success in transaction-oriented selling.
سؤال
In Consultative selling the buyer-seller relationship intensifies after the sale is over in many instances.
سؤال
Jasmine has been invited to sit on a committee with representatives from production,marketing,finance,and personnel.This committee would most likely be referred to as:

A)the strategic planning committee.
B)a waste of time.
C)the ergonomic planning committee.
D)the social committee.
E)the tactics planning committee.
سؤال
Cindy knows that __________ is a well-thought out plan for establishing,building and maintaining quality relationships.

A)the Levitt method
B)a marketing concept strategy
C)a customer focus action plan
D)personal selling philosophy
E)a relationship strategy
سؤال
Using consultative selling techniques,Riccardo identifies his customer's needs through:

A)efficient use of expense accounts.
B)marketing research.
C)conversation with support staff.
D)two-way communications.
E)complex questioning strategies.
سؤال
Changing the order in which a product is demonstrated in a particular sales presentation is an example of:

A)personal decision
B)marketing decision
C)consultative selling
D)strategic decision
E)tactical decision
سؤال
Personal selling has evolved through three distinct developmental periods,in the following order:

A)partnering era,strategic selling era,and consultative selling era.
B) relationship selling era,consultative selling era,and strategic selling era.
C)strategic selling era,consultative selling era,and partnering era.
D)consultative selling era,partnering era,and strategic selling era.
E)consultative selling era,strategic selling era,and partnering era.
سؤال
The primary reason to use sales automation is to:

A)enhance partnerships with clients and improve responsiveness.
B)spend less time at office doing mundane and repetitive tasks.
C)make a good impression on clients.
D)impress your supervisors.
E)keep track of sales and commissions.
سؤال
When Henri Bouchard was first hired by Mitu Corp.as a sales representative in 1972,the company indicated that it was moving towards the marketing concept.Henri understood this to mean Mitu Corp:

A)made mid-priced products and marketed them to end consumers.
B)was producing high quality brochures assisting its sales force in marketing their products.
C)was starting to focus in on what its customers were looking for in its products.
D)as a sales rep,he could do whatever was necessary to get a customer to buy his products.
E)was improving production methods to improve its ability to market its products.
سؤال
A statement such as "people don't care how much you know until they know how much you care" indicates the importance of developing a good:

A)image
B)marketing strategy
C)product strategy
D)relationship strategy
E)impression
سؤال
Jack uses strategy to ensure tactical success.He feels that strategic planning helps him:

A)choose the right product.
B)close more deals.
C)talk to the right person.
D)negotiate customer needs.
E)solve after-sales service problems.
سؤال
Sharon Pearce is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine.Recently she attended a seminar,sponsored by a local university,that focused on new research findings in selected areas of veterinary medicine.Ms.Pearce is attempting to develop a:

A)product strategy.
B)company strategy.
C)relationship strategy.
D)presentation strategy.
E)customer strategy.
سؤال
When selling complex products such as computers,the appropriate selling philosophy would be:

A)transaction selling
B)systems selling
C)direct marketing
D)relationship selling
E)cooperative selling
سؤال
The technique a salesperson uses when he is face-to-face with his customers is called:

A)game plan.
B)sales technique.
C)presentation plan.
D)tactics.
E)strategy.
سؤال
Janet uses the strategic/consultative selling model as her guide in sales.This model does not include which of the following steps?

A)develop a presentation strategy
B)develop a competitor strategy
C)develop a relationship strategy
D)develop a product strategy
E)develop a personal selling philosophy
سؤال
Henri trains his reps to give high levels of customer service.In order to attain this,the reps must go through a process which includes

A)need discovery,need-satisfaction presentation,negotiation,and servicing the sale.
B)need discovery,need-satisfaction presentation,selection of product,and negotiation.
C)negotiation,need discovery,need-satisfaction presentation,and servicing the sale.
D)need discovery,need-satisfaction presentation,negotiation,and selection of product.
E)need discovery,selection of product,need-satisfaction presentation,and servicing the sale.
سؤال
A major feature of consultative selling is:

A)ensuring increased sales in the short run.
B)sell your product or service.
C)help your employer earn a profit.
D)emphasizing information giving and negotiation rather than manipulation.
E)influencing the prospect's thought process so he or she will want to buy your product or service.
سؤال
The aspect which differentiates personal selling from other forms of communication methods is that

A)it is an interpersonal form of communication.
B)it is not hard to adopt.
C)it is very expensive.
D)it is unreliable.
E)it does not involve using some form of technology.
سؤال
The four broad strategic areas of the Strategic/Consultative-Style Selling Model are:

A)relationship strategy,customer strategy,company strategy,and credit strategy.
B)relationship strategy,company strategy,product strategy,and presentation strategy.
C)relationship strategy,company strategy,customer strategy,and service strategy.
D)relationship strategy,product strategy,customer strategy,and presentation strategy.
E)relationship strategy,company strategy,product strategy,and service strategy.
سؤال
Sam believes that his strengths as a product strategist are rooted in his:

A)product knowledge,his ability to sell benefits,and high ethics.
B)product knowledge,becoming a problem solver,and providing outstanding customer service.
C)product knowledge,becoming a problem solver,and proper product positioning.
D)product knowledge,his ability to sell benefits,and proper product positioning.
E)product knowledge,maintaining a professional image at all times,and providing outstanding customer service.
سؤال
Henri expects that his sales reps take a strategic approach to selling.He expects his reps will be:

A)more adaptable,more focused,and more efficient.
B)more adaptable,close more sales,and more efficient.
C)more structured,close more sales,and be more customer service oriented.
D)more time oriented,more customer service oriented,and more productive.
E)more structured,more focused,and more efficient.
سؤال
As products available have become more homogeneous,Nick understands that:

A)component parts must be high quality.
B)customizing products ensures market share.
C)quality service agreements are key.
D)price becomes the major focus.
E)relationship selling is becoming more important.
سؤال
A salesperson's duties include the following:

A)develop the marketing mix
B)plan the marketing strategy
C)develop the strategic plans
D)implement the marketing strategy
E)conduct marketing research to determine effectiveness of the marketing plan
سؤال
The focus of the problem-solver stage is to:

A)identify buyer's needs and present products which best meet those needs.
B)persuade customers to buy the best product.
C)emphasize the peddling of the products.
D)convince any and all market members to buy the offered product.
E)overcome buyer's objections and make the sale.
سؤال
Describe the difference between transactional selling and consultative selling.
سؤال
Trend towards identical products or the need for more customized products is encouraging businesses into __________ to gain a competitive advantage.

A)manufacturing
B)product development
C)outsourcing
D)partnering
E)adaptive selling
سؤال
________ are techniques,practices,or methods you use when you are face-to-face with a customer.
سؤال
A ________ is a carefully conceived plan that will result in maximum responsiveness to customers.
سؤال
________ evolved because of broader and more diverse product lines,demand for specific customized solutions,and more competition.
سؤال
The difference between strategies and tactics is:

A)strategy is the pre-call planning done by a sales person while tactics are methods used during a sales presentation.
B)strategies are short-term oriented and tactics are long-term oriented.
C)strategy and tactics are the same thing,the terms can be used interchangeably.
D)tactics is the pre-call planning done by a sales person while strategy is the methods used during a sales presentation.
E)strategy is more detailed planning whereas tactics is doing less planning.
سؤال
The focus of the persuader stage was to:

A)persuade customers to sell a product.
B)understand customer needs and provide a product solution.
C)become more customer oriented.
D)negotiate an optimal solution from the customer's perspective.
E)convince any and all market members to buy the offered products.
سؤال
Generally speaking retail sales involve:

A)Value-added selling.
B)strategic selling.
C)transactional selling.
D)relationship selling.
E)face-to-face selling.
سؤال
Generally speaking successful business-to-business selling involves:

A)face-to-face selling.
B)Just-in-time selling.
C)aggressive selling.
D)relationship selling.
E)transactional selling.
سؤال
Why is it significant for salespeople to know that value is a subjective concept?
سؤال
The concept of "value" should be defined from the _____________ perspective.

A)sellers
B)competitors
C)legal
D)social
E)buyers
سؤال
Deciding to give a customer a 10 percent price discount during the negotiations stage is a __________ decision.

A)practical
B)strategic
C)customer oriented
D)tactical
E)sales oriented
سؤال
The marketing mix consists of:

A)market,competitors,customers and government.
B)production,finance,marketing and human resources.
C)product,production,promotion and price.
D)value,price,cost and expenses.
E)product,place,promotion and price.
سؤال
The evolution of personal selling has gone from the __________ to ___________stage.

A)persuader stage,problem-solver
B)adversary stage,co-operative
C)unethical,ethical
D)transaction stage,co-operative
E)diagnostic stage,solution based
سؤال
List and describe the five strategic steps of the Strategic Consultative Selling Model.
سؤال
Altering sales behaviour during customer interaction in order to improve communication is called:

A)adaptive selling.
B)consultative selling.
C)creative selling.
D)customer-oriented selling.
E)value-added selling.
سؤال
A ________ is a well thought-out plan for establishing,building,and maintaining quality selling relationships.
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ملء الشاشة (f)
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Deck 2: Evolution of Selling Models That Complement the Marketing Concept
1
A firm that practices the marketing concept moves away from a production orientation to a customer orientation.
True
2
The belief that a firm should dedicate all of its policies,planning,and operation to create customer satisfaction is called:

A)marketing concept.
B)market orientation.
C)target marketing.
D)customer orientation.
E)production concept.
A
3
In a market characterized by vigorous competition,look-alike products,and customer loyalty that depends on quality relationships as well as quality products,the salesperson should fully utilize the:

A)customer strategy.
B)presentation strategy.
C)product strategy.
D)relationship strategy.
E)guerrilla strategy.
D
4
A strategic market plan is focused on the marketing functional area of a business and outlines the methods and resources required to achieve the firm's marketing goals.
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فتح الحزمة
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5
When Judy sells a perfume at the airport Duty Free shop it would be considered relationship selling.
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6
Promotion include the following forms:

A)sales promotion,public relations,personal selling,advertising.
B)market research,personnel,product publicity.
C)product research,product design,product production,product publicity.
D)public relations,place,personal selling,personnel.
E)sales promotion,personnel,public relations,and product research.
فتح الحزمة
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7
Strategies are the techniques,practices,or methods you use when you are face-to-face with a customer.
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8
Consultative-style selling,which emerged in the late 1960s and early 1970s,is an extension of the marketing concept.
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9
Within the various promotion methods such as advertising,sales promotion etc.,personal selling is often the major promotion method used in terms of total expenditures or expenses as a percentage of sales.
فتح الحزمة
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10
An advantage of using the Consultative selling approach,which is based on effective communication between the buyer and seller,is that the negotiation stage of the presentation process can be eliminated.
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11
Transactional selling is a sales process that is focused on creating superior customer satisfaction during the sales transaction.
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12
Adopting transactional selling is an important part of developing a personal selling philosophy.
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13
Eric Villa obtained a license to sell real estate and then accepted a sales position with a Century 21 agency.To prepare for this new position,he purchased and read a research report entitled Buying Habits of Today's Home Buyer.Mr.Villa is attempting to develop a:

A)relationship strategy.
B)customer strategy.
C)presentation strategy.
D)product strategy.
E)promotion strategy.
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14
Which of the following statements would not be an application of the marketing concept?

A)Let's enquire about which configuration options customers like.
B)Let's show these product designs to some prospective buyers for their reactions.
C)Let's examine our points of distribution to see if we're reaching the market effectively.
D)Let's do some research to see which colours the consumers prefer.
E)Let's speed up production and get these products to consumers faster by eliminating the field test.
فتح الحزمة
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15
Across all businesses,more money is spent on ________ than on any other form of marketing communication.

A)personal selling
B)public relations
C)direct mail
D)sales promotion
E)advertising
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16
The presentation strategy includes a reminder that outstanding service should be the overriding theme of every sales presentation.
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17
When products of a company become similar to its competitor's products,the product strategy becomes more important than the relationship,customer and presentation strategies.
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18
Transactional selling is a process that involves needs assessment,problem solving,relationship building,and following up on the transaction.
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19
High ethical standards are important to success in transaction-oriented selling.
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20
In Consultative selling the buyer-seller relationship intensifies after the sale is over in many instances.
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21
Jasmine has been invited to sit on a committee with representatives from production,marketing,finance,and personnel.This committee would most likely be referred to as:

A)the strategic planning committee.
B)a waste of time.
C)the ergonomic planning committee.
D)the social committee.
E)the tactics planning committee.
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فتح الحزمة
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22
Cindy knows that __________ is a well-thought out plan for establishing,building and maintaining quality relationships.

A)the Levitt method
B)a marketing concept strategy
C)a customer focus action plan
D)personal selling philosophy
E)a relationship strategy
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فتح الحزمة
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23
Using consultative selling techniques,Riccardo identifies his customer's needs through:

A)efficient use of expense accounts.
B)marketing research.
C)conversation with support staff.
D)two-way communications.
E)complex questioning strategies.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
24
Changing the order in which a product is demonstrated in a particular sales presentation is an example of:

A)personal decision
B)marketing decision
C)consultative selling
D)strategic decision
E)tactical decision
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
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25
Personal selling has evolved through three distinct developmental periods,in the following order:

A)partnering era,strategic selling era,and consultative selling era.
B) relationship selling era,consultative selling era,and strategic selling era.
C)strategic selling era,consultative selling era,and partnering era.
D)consultative selling era,partnering era,and strategic selling era.
E)consultative selling era,strategic selling era,and partnering era.
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فتح الحزمة
k this deck
26
The primary reason to use sales automation is to:

A)enhance partnerships with clients and improve responsiveness.
B)spend less time at office doing mundane and repetitive tasks.
C)make a good impression on clients.
D)impress your supervisors.
E)keep track of sales and commissions.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
27
When Henri Bouchard was first hired by Mitu Corp.as a sales representative in 1972,the company indicated that it was moving towards the marketing concept.Henri understood this to mean Mitu Corp:

A)made mid-priced products and marketed them to end consumers.
B)was producing high quality brochures assisting its sales force in marketing their products.
C)was starting to focus in on what its customers were looking for in its products.
D)as a sales rep,he could do whatever was necessary to get a customer to buy his products.
E)was improving production methods to improve its ability to market its products.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
28
A statement such as "people don't care how much you know until they know how much you care" indicates the importance of developing a good:

A)image
B)marketing strategy
C)product strategy
D)relationship strategy
E)impression
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
29
Jack uses strategy to ensure tactical success.He feels that strategic planning helps him:

A)choose the right product.
B)close more deals.
C)talk to the right person.
D)negotiate customer needs.
E)solve after-sales service problems.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
30
Sharon Pearce is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine.Recently she attended a seminar,sponsored by a local university,that focused on new research findings in selected areas of veterinary medicine.Ms.Pearce is attempting to develop a:

A)product strategy.
B)company strategy.
C)relationship strategy.
D)presentation strategy.
E)customer strategy.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
31
When selling complex products such as computers,the appropriate selling philosophy would be:

A)transaction selling
B)systems selling
C)direct marketing
D)relationship selling
E)cooperative selling
فتح الحزمة
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فتح الحزمة
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32
The technique a salesperson uses when he is face-to-face with his customers is called:

A)game plan.
B)sales technique.
C)presentation plan.
D)tactics.
E)strategy.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
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33
Janet uses the strategic/consultative selling model as her guide in sales.This model does not include which of the following steps?

A)develop a presentation strategy
B)develop a competitor strategy
C)develop a relationship strategy
D)develop a product strategy
E)develop a personal selling philosophy
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فتح الحزمة
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34
Henri trains his reps to give high levels of customer service.In order to attain this,the reps must go through a process which includes

A)need discovery,need-satisfaction presentation,negotiation,and servicing the sale.
B)need discovery,need-satisfaction presentation,selection of product,and negotiation.
C)negotiation,need discovery,need-satisfaction presentation,and servicing the sale.
D)need discovery,need-satisfaction presentation,negotiation,and selection of product.
E)need discovery,selection of product,need-satisfaction presentation,and servicing the sale.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 59 في هذه المجموعة.
فتح الحزمة
k this deck
35
A major feature of consultative selling is:

A)ensuring increased sales in the short run.
B)sell your product or service.
C)help your employer earn a profit.
D)emphasizing information giving and negotiation rather than manipulation.
E)influencing the prospect's thought process so he or she will want to buy your product or service.
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36
The aspect which differentiates personal selling from other forms of communication methods is that

A)it is an interpersonal form of communication.
B)it is not hard to adopt.
C)it is very expensive.
D)it is unreliable.
E)it does not involve using some form of technology.
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37
The four broad strategic areas of the Strategic/Consultative-Style Selling Model are:

A)relationship strategy,customer strategy,company strategy,and credit strategy.
B)relationship strategy,company strategy,product strategy,and presentation strategy.
C)relationship strategy,company strategy,customer strategy,and service strategy.
D)relationship strategy,product strategy,customer strategy,and presentation strategy.
E)relationship strategy,company strategy,product strategy,and service strategy.
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38
Sam believes that his strengths as a product strategist are rooted in his:

A)product knowledge,his ability to sell benefits,and high ethics.
B)product knowledge,becoming a problem solver,and providing outstanding customer service.
C)product knowledge,becoming a problem solver,and proper product positioning.
D)product knowledge,his ability to sell benefits,and proper product positioning.
E)product knowledge,maintaining a professional image at all times,and providing outstanding customer service.
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39
Henri expects that his sales reps take a strategic approach to selling.He expects his reps will be:

A)more adaptable,more focused,and more efficient.
B)more adaptable,close more sales,and more efficient.
C)more structured,close more sales,and be more customer service oriented.
D)more time oriented,more customer service oriented,and more productive.
E)more structured,more focused,and more efficient.
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40
As products available have become more homogeneous,Nick understands that:

A)component parts must be high quality.
B)customizing products ensures market share.
C)quality service agreements are key.
D)price becomes the major focus.
E)relationship selling is becoming more important.
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41
A salesperson's duties include the following:

A)develop the marketing mix
B)plan the marketing strategy
C)develop the strategic plans
D)implement the marketing strategy
E)conduct marketing research to determine effectiveness of the marketing plan
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42
The focus of the problem-solver stage is to:

A)identify buyer's needs and present products which best meet those needs.
B)persuade customers to buy the best product.
C)emphasize the peddling of the products.
D)convince any and all market members to buy the offered product.
E)overcome buyer's objections and make the sale.
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43
Describe the difference between transactional selling and consultative selling.
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44
Trend towards identical products or the need for more customized products is encouraging businesses into __________ to gain a competitive advantage.

A)manufacturing
B)product development
C)outsourcing
D)partnering
E)adaptive selling
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45
________ are techniques,practices,or methods you use when you are face-to-face with a customer.
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46
A ________ is a carefully conceived plan that will result in maximum responsiveness to customers.
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47
________ evolved because of broader and more diverse product lines,demand for specific customized solutions,and more competition.
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48
The difference between strategies and tactics is:

A)strategy is the pre-call planning done by a sales person while tactics are methods used during a sales presentation.
B)strategies are short-term oriented and tactics are long-term oriented.
C)strategy and tactics are the same thing,the terms can be used interchangeably.
D)tactics is the pre-call planning done by a sales person while strategy is the methods used during a sales presentation.
E)strategy is more detailed planning whereas tactics is doing less planning.
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49
The focus of the persuader stage was to:

A)persuade customers to sell a product.
B)understand customer needs and provide a product solution.
C)become more customer oriented.
D)negotiate an optimal solution from the customer's perspective.
E)convince any and all market members to buy the offered products.
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50
Generally speaking retail sales involve:

A)Value-added selling.
B)strategic selling.
C)transactional selling.
D)relationship selling.
E)face-to-face selling.
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51
Generally speaking successful business-to-business selling involves:

A)face-to-face selling.
B)Just-in-time selling.
C)aggressive selling.
D)relationship selling.
E)transactional selling.
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52
Why is it significant for salespeople to know that value is a subjective concept?
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53
The concept of "value" should be defined from the _____________ perspective.

A)sellers
B)competitors
C)legal
D)social
E)buyers
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54
Deciding to give a customer a 10 percent price discount during the negotiations stage is a __________ decision.

A)practical
B)strategic
C)customer oriented
D)tactical
E)sales oriented
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55
The marketing mix consists of:

A)market,competitors,customers and government.
B)production,finance,marketing and human resources.
C)product,production,promotion and price.
D)value,price,cost and expenses.
E)product,place,promotion and price.
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56
The evolution of personal selling has gone from the __________ to ___________stage.

A)persuader stage,problem-solver
B)adversary stage,co-operative
C)unethical,ethical
D)transaction stage,co-operative
E)diagnostic stage,solution based
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57
List and describe the five strategic steps of the Strategic Consultative Selling Model.
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58
Altering sales behaviour during customer interaction in order to improve communication is called:

A)adaptive selling.
B)consultative selling.
C)creative selling.
D)customer-oriented selling.
E)value-added selling.
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59
A ________ is a well thought-out plan for establishing,building,and maintaining quality selling relationships.
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