Question 1

Recently,Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM)and its xRM framework for delivering increased productivity and cost savings for customers worldwide.Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer.The Microsoft expert is most likely engaged in

Accepted Answer

Consultative selling focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution.Microsoft experts adapt their software to meet the unique needs of the customer.

Question 2

As a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in

Accepted Answer

Adaptive selling involves being flexible enough to know when to offer solutions and when to ask for more information-the situation here.

Question 3

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Accepted Answer

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.From a buyer's perspective,a solution is one that: (1)meets their requirements,(2)is designed to uniquely solve their problem,(3)can be implemented,and (4)ensures follow-up.See Marketing Matters.

Question 4

The practice of proposing related or complementary products and services during the sales process is referred to as

Accepted Answer

Key term definition-cross-selling.

Question 5

Two selling styles associated with the need-satisfaction presentation format are

Accepted Answer

Two selling styles associated with the need-satisfaction presentation format are adaptive selling and consultative selling.

Question 6

Consultative selling is a presentation format that

Accepted Answer

Key term definition-consultative selling.

Question 7

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

Accepted Answer

Upselling and cross-selling are possible when a salesperson is viewed as an expert on problem recognition and resolution.Upselling is the practice of introducing a higher-end product solution than the one in question.Cross-selling is the practice of proposing related or complementary products and services.In both types of selling,the underlying intent is to create greater value for customers.

Question 8

There are three key reasons for putting the customer into customer solutions in selling: (1)considerable time and effort is necessary to fully understand a specific customer's requirements;(2)effective customer solutions are based on relationships among sellers and buyers;and (3)

Accepted Answer

What does putting the customer into customer solutions have to do with selling? Three things stand out.First,considerable time and effort is necessary to fully understand a specific customer's requirements.Second,effective customer solutions are based on relationships among sellers and buyers.And finally,consultative selling is central to providing novel solutions for customers,thereby creating value for them.See Marketing Matters.

Question 9

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for

Accepted Answer

Two key ingredients for adaptive selling include knowledge of the customer and sales situation.

Question 10

With ________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

Accepted Answer

With consultative selling,problem solutions are not simply a matter of choosing from an established array of existing products or services.Novel solutions often arise,thereby creating unique value for the customer.

Question 11

Adaptive selling is a presentation format that

Accepted Answer

Key term definition-adaptive selling.

Question 12

The ________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Accepted Answer

The need-satisfaction presentation emphasizes identifying needs and interests of prospective buyers and problem solving,and is the most consistent with the marketing concept and relationship building.

Question 13

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested,"Maybe you should look at crossovers instead of sedans." Here,the car salesman was using a

Accepted Answer

The need-satisfaction presentation emphasizes identifying needs and interests of prospective buyers and problem solving.

Question 14

Consultative selling is very prominent in

Accepted Answer

Consultative selling is prominent in business-to-business marketing.

Question 15

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Accepted Answer

Key term definition-consultative selling.

Question 16

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Accepted Answer

Key term definition-upselling.

Question 17

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as

Accepted Answer

Key term definition-adaptive selling.

Question 18

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as,"What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" Once key ideas have been uncovered,the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the ________ selling format.

Accepted Answer

Salespeople using the need-satisfaction presentation format ask questions and listen and then build their presentation around customers' needs as indicated by their responses to the questions.

Question 19

A need-satisfaction presentation is a format that

Accepted Answer

Key term definition-need-satisfaction presentation.

Question 20

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Accepted Answer

Key term definition-need-satisfaction presentation.

Quiz 20: Personal Selling and Sales Management

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

The practice of proposing related or complementary products and services during the sales process is referred to as

Two selling styles associated with the need-satisfaction presentation format are

Consultative selling is a presentation format that

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements;(2) effective customer solutions are based on relationships among sellers and buyers;and (3)

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for

With ________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

Adaptive selling is a presentation format that

The ________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested,"Maybe you should look at crossovers instead of sedans." Here,the car salesman was using a

Consultative selling is very prominent in

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as

A need-satisfaction presentation is a format that

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.