TUTORIAL 12 PERSONAL SELLING AND SALES PROMOTION

Which of the following promotion tools involves interpersonal interactions with customers and prospects to make sales and maintain customer relationships?

• personal selling

• advertising

• E-commerce

• publicity

• public relations

Of the following, which is the LEAST creative sales position?

• order taker

• order getter

• account executive

• account development rep

• outside salesperson

________ involves two-way, personal communication between salespeople and individual customers–whether face-to-face, by telephone, through video or Web conferences, or by other means.

• Advertising

• Public relations

• Personal selling

• Mass marketing

• Direct marketing

Whom do members of a sales force typically represent?

• They represent the company to customers.

• They represent the company to investors.

• They represent the customer to the company.

• all of the above

The selling process consists of several steps that the salesperson must master, focusing on the goals of ________ and ________ from them.

• closing sales; getting orders

• getting new customers; obtaining service ideas

• getting new customers; obtaining orders

• overcoming objections; developing relationships

• managing old customers; following up

Prospecting is the step in the selling process in which the salesperson ________.

• meets the customer for the first time

• learns as much as possible about a prospective customer before making a sales call

• identifies qualified potential customers

• tells the product's "value story" to the customer

• clarifies and overcomes customer objections to buying

The step that follows approach in the selling process is ________.

• presentation and demonstration

• closing

• handling objections

• prospecting

• qualifying

Which of the following is the LEAST relevant characteristic that a salesperson should consider when qualifying a prospect?

• financial ability

• longevity in the market

• special needs

• location

• volume of business

A salesperson who researches a company's buying styles and product line is most likely in the ________ stage of the selling process.

• prospecting

• preapproach

• approach

• presentation

• closing

Marlene Arau is a member of the sales force at Urban Fashions, a clothing manufacturer. Marlene is preparing for a first meeting with a wholesaler who is a potential customer, and she is preparing herself by learning as much as she can about the wholesaler's organization. Marlene is in the ________ step of the personal selling process.

• prospecting

• qualifying

• preapproach

• approach

• handling objections