Test Bank for SELL 5th Edition by Thomas Ingram 1305662091 9781305662094

1. Overview of Personal Selling

1-1. Personal Selling Defined

1-2. Trust-Based Relationship Selling

1-2a. Importance of Customer Value

1-2b. Importance of Sales Dialogue

1-3. Evolution of Professional Selling

1-4. Contributions of Personal Selling

1-4a. Salespeople and Society

1-4b. Salespeople and the Employing Firm

1-4c. Salespeople and the Customer

1-5. Alternative Personal Selling Approaches

1-5a. Stimulus Response Selling

1-5b. Mental States Selling

1-5c. Need Satisfaction Selling

1-5d. Problem-Solving Selling

1-5e. Consultative Selling

1-6. The Trust-Based Sales Process

1-7. Sales Careers

1-7a. Characteristics of Sales Careers

1-7b. Classification of Personal Selling Jobs

1-7c. Sales Support

1-7d. New Business

1-7e. Existing Business

1-7f. Inside Sales

1-7g. Direct-To-Consumer Sales

1-7h. Combination Sales Jobs

1-7i. Qualifications and Skills Required for Success by Salespeople

Chapter Summary

Glossary Terms

Chapter Continuing Case. Overview of Personal Selling

Chapter Case

Chapter Role Play: Overview of Personal Selling Sales Stars, Inc.

Key Exhibits

Key Figures

Social Medial Profile

Part 1. The World of Marketing

2. Building Trust and Sales Ethics

2-1. What Is Trust?

2-2. Why Is Trust Important?

2-3. How to Earn Trust

2-3a. Expertise

2-3b. Dependability

2-3c. Candor

2-3d. Customer Orientation

2-3e. Compatibility/Likability

2-4. Knowledge Bases Help Build Trust and Relationships

2-4a. Industry and Company Knowledge

2-4b. Product Knowledge

2-4c. Service

2-4d. Promotion and Price

2-4e. Market and Customer Knowledge

2-4f. Competitor Knowledge

2-4g. Technology Knowledge

2-5. Sales Ethics

2-5a. Image of Salespeople and Sales Executives

2-5b. Deceptive Practices

2-5c. Illegal Activities

2-5d. Non-Customer-Oriented Behavior

2-5e. How Are Companies Dealing with Sales Ethics?

Chapter Summary

Glossary Terms

Chapter Continuing Case. Building Trust and Sales Ethics

Chapter Case

Chapter Role Play: Building Trust and Sales Ethics

Key Exhibits

Key Figures

Social Medial Profile

3. Understanding Buyers

3-1. Types of Buyers

3-2. Distinguishing Characteristics of Business Markets

3-2a. Concentrated Demand

3-2b. Derived Demand

3-2c. Higher Levels of Demand Fluctuation

3-2d. Purchasing Professionals

3-2e. Multiple Buying Influences

3-2f. Collaborative Buyer-Seller Relationships

3-3. The Buying Process

3-3a. Phase One—Recognition of the Problem or Need: The Needs Gap

3-4. Types of Buyer Needs

3-4a. Phase Two—Determination of the Characteristics of the Item and the Quantity Needed

3-4b. Phase Three—Description of the Characteristics of the Item and the Quantity Needed

3-4c. Phase Four—Search for and Qualification of Potential Sources

3-4d. Phase Five—Acquisition and Analysis of Proposals

3-5. Procedures for Evaluating Suppliers and Products

3-5a. Assessment of Product or Supplier Performance

3-5b. Accounting for Relative Importance of Each Characteristic

3-5c. Employing Buyer Evaluation Procedures to Enhance Selling Strategies

3-5d. Phase Six—Evaluation of Proposals and Selection of Suppliers

3-5e. Phase Seven—Selection of an Order Routine

3-5f. Phase Eight—Performance Feedback and Evaluation

3-6. Understanding Postpurchase Evaluation and the Formation of Satisfaction

3-6a. The Growing Importance of Salespeople in Buyers’ Postpurchase Evaluations

3-7. Types of Purchasing Decisions

3-7a. Straight Rebuys

3-7b. New Tasks

3-7c. Modified Rebuys

3-8. Understanding Communication Styles

3-8a. Mastering Communication Style Flexing

3-9. Buying Teams

3-10. Engaging Customers

3-10a. Focusing on the Customer Experience

3-10b. The Role of Information Technology

3-10c. Buyers’ Demand for Access to Relevant Information

3-10d. The Need for Adding Value

Chapter Summary

Glossary Terms

Chapter Continuing Case. Understanding Buyers

Chapter Case

Chapter Role Play

Key Exhibits

Key Figures

Social Medial Profile

4. Communication Skills

4-1. Sales Communication as a Collaborative Process

4-1a. Verbal Communication: Questioning

4-2. Types of Questions Classified by Amount and Specificity of Information Desired

4-2a. Open-End Questions

4-2b. Closed-End Questions

4-2c. Dichotomous/Multiple-Choice Questions

Types of Questions Classified by Strategic Purpose

4-2d. Probing Questions

4-2e. Evaluative Questions

4-2f. Tactical Questions

4-2g. Reactive Questions

4-3. Strategic Application of Questioning in Trust-Based Selling

4-3a. SPIN Questioning System

4-4. ADAPT Questioning System

4-4a. Verbal Communication: Listening

Using Different Types of Listening

4-5. Active Listening

4-5a. Verbal Communication: Giving Information

4-6. Understanding the Superiority of Pictures over Words

4-6a. Impact of Grammar and Logical Sequencing

4-7. Nonverbal Communication

4-7a. Facial Expressions

4-7b. Eye Movements

4-7c. Placement and Movements of Hands, Arms, Head, and Legs

4-7d. Body Posture and Orientation

4-7e. Proxemics

4-7f. Variations in Vocal Characteristics

4-7g. Speaking Rates and Pause Duration

4-7h. Pitch or Frequency

4-7i. Intensity and Loudness

4-7j. Using Nonverbal Clusters

Chapter Summary

Glossary Terms

Chapter Continuing Case. Communication Skills

Chapter Case

Chapter Role Play: Communication Skills

Key Exhibits

Key Figures

Social Medial Profile

Part 2. Analyzing marketing opportunities

5. Strategic Prospecting and Preparing for Sales Dialogue

5-1. The Importance and Challenges of Prospecting

5-2. The Strategic Prospecting Process

5-2a. Generating Sales Leads

5-2b. Determining Sales Prospects

5-2c. Prioritizing Sales Prospects

5-2d. Preparing for Sales Dialogue

5-3. Prospecting Methods

5-3a. Cold Canvassing

5-3b. Networking

5-3c. Company Sources

5-3d. Commercial Sources

5-4. Developing a Strategic Prospecting Plan

5-5. Gathering Prospect Information to Prepare for Sales Dialogue

5-5a. Basic Information about the Prospect

5-5b. Information about the Selling Situation

5-5c. Sources of Information

Chapter Summary

Glossary Terms

Chapter Continuing Case. Strategic Prospecting and Preparing for Sales Dialogue

Chapter Case

Chapter Role Play: Strategic Prospecting and Preparing for Sales Dialogue

Key Exhibits

Key Figures

Social Medial Profile

6. Planning Sales Dialogues and Presentations

6-1. Customer-Focused Sales Dialogue Planning

6-2. Sales Communications Formats

6-2a. Canned Sales Presentations

6-2b. Written Sales Proposals

6-2c. Writing Effective Proposals

6-2d. Evaluating Proposals before Submission

6-2e. Organized Sales Dialogues

6-3. Sales Dialogue Template

6-3a. Section 1: Prospect Information

6-4. Section 2: Customer Value Proposition

6-4a. Section 3: Sales Call Objective

6-5. Section 4: Linking Buying Motives, Benefits, Support Information, and Other Reinforcement Methods

6-5a. Section 5: Competitive Situation

6-5b. Section 6: Beginning the Sales Dialogue

6-5c. Initiating Contact

6-5d. Section 7: Anticipate Questions and Objections

6-5e. Section 8: Earn Prospect Commitment

6-5f. Section 9: Build Value through Follow-Up Action

6-6. Engaging the Customer

Chapter Summary

Glossary Terms

Chapter Continuing Case. Planning Sales Dialogues and Presentations

Chapter Case

Chapter Role Play: Planning Sales Dialogues and Presentations

Key Exhibits

Key Figures

Social Medial Profile

Part 3. Product decisions

7. Sales Dialogue: Creating and Communicating Value

7-1. Effective Sales Dialogue

7-2. Encouraging Buyer Feedback

7-3. Creating Customer Value

7-4. Interesting and Understandable Sales Dialogue

7-4a. Voice Characteristics

7-4b. Examples and Anecdotes

7-4c. Comparisons and Analogies

7-5. Engaging and Involving the Buyer

7-5a. Types of Sales Aids

7-5b. Visual Materials

7-5c. Electronic Materials

7-5d. Product Demonstrations

7-5e. Using Sales Aids in the Presentation

7-5f. State the Selling Point and Introduce the Sales Aid

7-5g. Present the Sales Aid

7-5h. Explain the Sales Aid

7-5i. Summarize

7-6. Supporting Product Claims

7-6a. Statistics

7-6b. Testimonials

7-6c. Case Histories

7-7. Group Sales Dialogue

7-7a. Sales Tactics for Selling to Groups

7-7b. Arrival Tactics

7-7c. Eye Contact

7-7d. Communications Tips

7-7e. Handling Questions in Group Dialogue

Chapter Summary

Glossary Terms

Chapter Continuing Case. Sales Dialogue: Creating and Communicating Value

Chapter Case

Chapter Role Play: Sales Dialogue: Creating and Communicating Value

Key Exhibits

Social Medial Profile

8. Addressing Concerns and Earning Commitment

8-1. Anticipate and Negotiate Concerns and Resistance

8-2. Reasons why Prospects Raise Objections

8-3. Types of Sales Resistance

8-3a. Need Objections

8-3b. Product or Service Objections

8-3c. Company or Source Objections

8-3d. Price Objections

8-3e. Time Objections

8-4. Using LAARC: A Process for Negotiating Buyer Resistance

8-5. Recommended Approaches for Responding to Objections

8-5a. Forestalling

8-5b. Direct Denial

8-5c. Indirect Denial

8-5d. Translation or Boomerang

8-5e. Compensation

8-5f. Questioning or Assessing

8-5g. Third-Party Reinforcement Feel-Felt-Found

8-5h. Coming-to-That or Postpone

8-6. Securing Commitment and Closing

8-6a. Guidelines for Earning Commitment

8-6b. Techniques to Earn Commitment

8-6c. Probe to Earn Commitment

8-6d. Traditional Methods

Chapter Summary

Glossary Terms

Chapter Continuing Case. Addressing Concerns and Earning Commitment

Chapter Case

Chapter Role Play: Addressing Concerns and Earning Commitment

Key Exhibits

Social Medial Profile

Part 4. Distribution Decisions

9. Expanding Customer Relationships

9-1. Assess Customer Satisfaction

9-2. Harness Technology to Enhance Follow-Up and Buyer-Seller Relationships

9-3. Ensure Customer Satisfaction

9-3a. Remember the Customer after the Sale

9-3b. Expedite Orders and Monitor Installation

9-3c. Training Customer Personnel

9-3d. Correct Billing Errors

9-3e. Resolve Complaints and Encourage Critical Encounters

9-3f. A Procedure to Handle Complaints

9-3g. Build the Relationship to the Point That Your Customers Are Comfortable Complaining

9-3h. Listen Carefully and Get the Whole Story

9-3i. Ask Customers How They Would like Their Complaint Resolved

9-3j. Gain Agreement on a Solution

9-3k. Take Action—Educate the Customer

9-3l. Follow-Through on All Promises—Add Value

9-4. Expand Collaborative Involvement

9-5. Work to Add Value and Enhance Mutual Opportunities

9-5a. Provide Quality Customer Service

9-5b. Customer Expectations

9-5c. Develop a Service Strategy

9-5d. Customer Service Dimensions

Chapter Summary

Glossary Terms

Chapter Continuing Case. Expanding Customer Relationships

Chapter Case

Chapter Role Play: Expanding Customer Relationships

Key Exhibits

Key Figures

Social Medial Profile

10. Adding Value: Self-Leadership and Teamwork

10-1. Effective Self-Leadership

10-1a. Stage One: Setting Goals and Objectives

10-1b. What Makes a Good Goal?

10-2. Working with Different Levels and Types of Goals

10-2a. Stage Two: Territory Analysis and Account Classification

10-3. Account Classification

10-3a. Single-Factor Analysis

10-3b. Portfolio Analysis

10-3c. Stage Three: Development and Implementation of Strategies and Plans

10-3d. Establishing and Implementing Selling Task and Activity Plans

10-4. Establishing Territory Routing Plans

10-4a. Straight-Line Routing Plans

10-4b. Cloverleaf Routing Plans

10-4c. Circular Routing Plans

10-4d. Leapfrog Routing Plans

10-4e. Major City Routing Plans

10-5. Stage Four: Tapping Technology and Automation

10-5a. Mobile Sales Technologies

10-5b. Salesperson Customer Relationship Management (Crm)

10-5c. Deal Analytics

10-5d. The Internet, Intranets, and Extranets

10-5e. High-Tech Sales Support Offices

10-5f. Stage Five: Assessment of Performance and Goal Attainment

10-6. Increasing Customer Value through Teamwork

10-6a. Internal Partnerships and Teams

10-6b. Sales Partnerships

10-6c. Marketing Partnerships

10-6d. Design and Manufacturing Partnerships

10-6e. Administrative Support Partnerships

10-6f. Shipping and Transportation Partnerships

10-6g. Customer Service Partnerships

10-7. Building Teamwork Skills