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978-1259573200 Chapter 1 Lecture Note Part 1
CHAPTER 1 SELLING AND SALESPEOPLE Outline of Chapter I. Why Learn About Personal Selling? A. Everyone Sells II. Creating Value: The Role of Salespeople in A Business III. What Do Salespeople Do? A. Client Relationship Manager B. Account Team Manager […]
978-1259573200 Chapter 1 Lecture Note Part 2
Suggested Answers to Case Problems Case 1.1 Chicago Blackhawks Questions 1. What impact would dropping one or more salespeople have on the Chicago Blackhawks Corporate Hospitality sales? You might want to review the section titled “What Do Salespeople Do?” as […]
978-1259573200 Chapter 10 Lecture Note Part 1
CHAPTER 10 RESPONDING TO OBJECTIONS Outline of Chapter I. The goal is to build relationships and sell value II. When do buyers raise objections? A. Setting up an initial appointment B. The presentation C. Attempting to obtain commitment D. After […]
978-1259573200 Chapter 10 Lecture Note Part 2
ARM Buyer Role Play Information Chapter 10 End of Chapter Role Play Case Here are your objections: 1. Very early, say “This seems really complicated. I bet it is too expensive for us.” If probed, say “I think I could […]
978-1259573200 Chapter 11 Lecture Note
CHAPTER 11 OBTAINING COMMITMENT Outline of Chapter I. Obtaining commitment today A. Part of the Process B. Importance of securing commitment II. Financial terms and conditions A. Discounts B. Credit terms C. Shipping costs D. Presenting price III. When to […]
978-1259573200 Chapter 12 Lecture Note Part 1
CHAPTER 12 FORMAL NEGOTIATING Outline of Chapter I. The nature of negotiation A. Negotiation versus non-negotiation selling B. What can be negotiated C. Are you a good negotiator? II. Planning for the negotiation session A. Location B. Time allotment C. […]
978-1259573200 Chapter 12 Lecture Note Part 2
Case 12-2: Identifying Conflict-Handling Modes 1. Based on the information provided, what is the conflict-handling mode of each person? Alexis – Compromising 2. What conflict-handling mode is not illustrated in the examples provided? Describe what that person is generally like. […]
978-1259573200 Chapter 13 Lecture Note
CHAPTER 13 BUILDING PARTNERING RELATIONSHIPS Outline of Chapter I. The Value of Customers II. Relationships and Selling A. Types of Relationships 1. Market Exchanges a. Solo Exchange b. Functional Relationships 2. Partnerships a. Relational Partnerships b. Strategic Partnerships III. Managing […]
978-1259573200 Chapter 14 Lecture Note
CHAPTER 14 BUILDING LONG-TERM PARTNERSHIPS Outline of Chapter I. Exploration A. Set the Right Expectations B. Monitor Order Processing C. Ensure Proper Initial Use of the Product or Service D. Follow Up E. Handle Customer Complaints 1. Encourage Buyers to […]
978-1259573200 Chapter 15 Lecture Note
CHAPTER 15 MANAGING YOUR TIME AND TERRITORY I. The Value of Time II. The Self Management Process III. Setting Goals A. Need for Goals B. Nature of Goals C. Types of Sales Goals 1. Performance Goals 2. Activity Goals 3. […]
978-1259573200 Chapter 16 Lecture Note
CHAPTER 16 MANAGING WITHIN YOUR COMPANY Outline of Chapter I. Building Internal Partnerships A. The Importance of Internal Partnerships B. The Role of Sales C. Selling Internally II. Company Areas Important to Salespeople A. Manufacturing B. Administration C. Shipping D. […]
978-1259573200 Chapter 17 Lecture Note
CHAPTER 17 MANAGING YOUR CAREER 1. Understanding Your Needs 2. Understanding What You Have to Offer 3. When to Ask These Questions B. Understanding the Company 1. What the Company Has to Offer 2. What the Company Needs III. The […]
978-1259573200 Chapter 2 Lecture Note
CHAPTER 2 ETHICAL AND LEGAL ISSUES IN SELLING Outline of Chapter I. Ethics and Personal Selling A. Ethics and Partnering Relationships B. Factors Influencing the Ethical Behavior of Salespeople 1. Personal, Company, and Customer Needs 2. Company Policies 3. Values […]
978-1259573200 Chapter 3 Lecture Note Part 1
CHAPTER 3 BUYING BEHAVIOR AND THE BUYING PROCESS Outline of Chapter I. Types of Customers A. Producers B. OEM Purchasers C. End Users D. Resellers E. Government Agency F. Institutions G. Consumers II. Organizational Buying and Selling A. Complexity of […]
978-1259573200 Chapter 3 Lecture Note Part 2
Suggested Answers to Case Problems Case 3-1: Going out Through the Backdoor Questions: 1. What would you do? Do you lower your price or walk away? Why? Write out specifically what you would say next. What Travis did was not […]
978-1259573200 Chapter 4 Lecture Note Part 1
CHAPTER 4 USING COMMUNICATION PRINCIPLES TO BUILD RELATIONSHIPS Outline of Chapter I. Building Relationships through Two-Way Communication A. The Communication Process B. Communication Breakdowns II. Sending Verbal Messages Effectively A. Choice of Words B. Voice Characteristics C. Stories D. Keep […]
978-1259573200 Chapter 4 Lecture Note Part 2
End of Chapter Role Play Note to the Instructor: On the following pages, you’ll find the role play information you need to supply to the buyers. To debrief this role play, focus on whether the students identified the three most […]
978-1259573200 Chapter 5 Lecture Note
CHAPTER 5 ADAPTIVE SELLING FOR RELATIONSHIP BUILDING Outline of Chapter I. Types of Presentations A. Standard Memorized Presentation B. Outlined Presentation C. Customized Presentation II. Adaptive Selling and Sales Success III. Adaptive Selling: The Importance of Knowledge A. Product and […]
978-1259573200 Chapter 6 Lecture Note
CHAPTER 6 PROSPECTING Outline of Chapter ! ! “ ! # $ %&$ ‘(! “) *+ ‘, “ $- […]
978-1259573200 Chapter 7 Lecture Note Part 1
CHAPTER 7 PLANNING THE SALES CALL Outline of Chapter I. Why plan the sales call II. Obtaining Precall information A. The prospect/customer as an individual B. The prospect’s/customer’s organization III. Sources of information A. Resources within your company B. The […]
978-1259573200 Chapter 7 Lecture Note Part 2
Suggested Answers to Case Problems Case 7-1: Presidential Aviation (Part A) 1. What kind of information should Miguel gather about Jorge before their meeting? The text lists the kinds of things that Miguel should learn. Some examples include: What are […]
978-1259573200 Chapter 8 Lecture Note Part 1
CHAPTER 8 MAKING THE SALES CALL Outline of Chapter I. Making a good impression A. Waiting for the prospect B. Very first impressions C. Selecting a seat D. Getting the customer’s attention E. Developing rapport F. When things go wrong […]
978-1259573200 Chapter 8 Lecture Note Part 2
EXERCISE 8-1 ASSESSING THE EFFECTIVENESS OF VARIOUS APPROACHES Comment on each of the following sets of statements. Pick the one in each set that is most effective and appropriate. Explain your choice. A. Introduction Opening 1. Hi, I’m Larry Smith. […]
978-1259573200 Chapter 9 Lecture Note
CHAPTER 9 STRENGTHENING THE PRESENTATION Outline of Chapter I. Characteristics of a strong presentation A. Keeps the buyer’s attention B. Improves the buyer’s understanding C. Helps the buyer remember what was said D. Offers proof of salesperson’s assertions E. Creates […]
978-1259573200 Section 1 Section 1
SECTION 1 SAMPLE COURSE OUTLINES Sample Course Outline for a 15 Week Semester* Week 1 Course Introduction, and Ethical/Legal Issues Chapters 1, 2 Week 2 Buyer Behavior and Communication Principles Chapters 3, 4 Week 8 Building Partnering Relationships, and Building […]
978-1259573200 Section 3 Section 3 Part 1
SECTION 3 THE USE AND EVALUATION OF ROLE PLAYS VIDEOTAPED ROLE PLAYING IN THE PERSONAL SELLING In 1982, Swinyard, reporting on a survey of over 1,000 marketing students, stated that “the data largely supports past findings that sales careers are […]
978-1259573200 Section 3 Section 3 Part 2
THE FEEDBACK PROCESS As Castleberry (1989) noted, videotaping role plays can be traumatic for some students. Castleberry (1989) provides several useful techniques for students to minimize camera fright. A more traumatic experience may be the debriefing session that takes place […]
978-1259573200 Section 4 Section 4 Part 1
1SECTION 4 BUYER ROLE PLAY SCENARIOS For the Two Role Play Cases (Purina ONE SmartBlend Dog Food® and Gartner) at the back of the text book. SmartBlend Dog Food Buyer Scenario Situation 1 Animal Haven Buyer A You are an […]
978-1259573200 Section 4 Section 4 Part 2
SmartBlend Dog Food Buyer Scenario Situation 8 Camp Bow Wow (Franchise Headquarters) Buyer B You are a driver. Needs: To simply your life. You have so many things going on right now that you can hardly see straight. Your spouse […]
978-1259573200 Section 4 Section 4 Part 3
Gartner Buyer Scenario Situation 5 PORT GROUP Buyer A You are the Director of Network Support for Port Group, a company with offices in New York, London, San Francisco, and your city. The company is a commercial real estate owner, […]
978-1259573200 Section 5 Section 5 Part 1
1SECTION 5 ADDITIONAL SELLER AND BUYER ROLE PLAY SCENARIOS THE ROLE PLAYS IN THIS SECTION WERE PROVIDED BY RONALD N. BORRIECI FROM COB EMBRY-RIDDLE AERONAUTICAL UNIVERSITY. USED WITH EXPRESS PERMISSION OF THE AUTHOR. Kinetic Air Cargo Seller ffff ffffff […]
978-1259573200 Section 5 Section 5 Part 2
STRATOS AIRCRAFT Seller !”#$% &'(&)* ! )+$ ,#!#$ $-.,+ ! Stratos Selling Scenario Buyer A /$01 %” ” ! %&'( &)*! ) $2&'(34! 5678 419,$$&'( : ;1, 9”: <1$:/”$ 1! Stratos Selling Scenario […]
978-1259573200 Section 5 Section 5 Part 3
EADSM Aircraft Buyer A ! ””#$ %&’ % (”)$ (!*+”(#+% (”$ ,-.”/0 123”!*+%&’ 4 EADSM Aircraft Buyer B !) ! ””#$ 53! 2””4 6*4 ”$ 78” 49:; $ :”7 $ %&’ % (”)$ […]
Sales Chapter 1 Missionary Salespeople Work For Retailers Are
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. _____ work for a manufacturer and promote the manufacturer’s products to other firms that buy the products from distributors […]
Sales Chapter 1 Objective 0102 Why Should You Learn About
1-1 Chapter 01 Selling and Salespeople Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 01-01 What is selling? Personal selling is the craft of persuading people to buy what they do not […]
Sales Chapter 10 Howard Plans Take Notebook Computer With
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Short Answer Questions 81. The worst type of objection is the one the buyer refuses to disclose because a hidden […]
Sales Chapter 10 Salespeople should do everything they can to encourage
Chapter 10 Responding to Objections Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 10-01 How should salespeople sell value and build relationships when responding to objections? Salespeople should do everything they can […]
Sales Chapter 10 Salesperson Using The Method Responding
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 59. A. “That’s true. However, they are 30 percent less expensive. So they’re still a better deal for you.” B. […]
Sales Chapter 11 Candace Enjoys Meeting Potential Buyers They
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. Candace enjoys meeting potential buyers. They always have a nice time discussing the products she represents. She assumes that […]
Sales Chapter 11 Even without a buyer’s commitment, sale can take place
Chapter 11 Obtaining Commitment Answer Key True / False Questions 1. FALSE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 11-01 How much emphasis should be placed on closing the sale? Even without a buyer’s commitment, sale can take place. […]
Sales Chapter 12 In win-lose negotiating, the negotiator attempts to secure
Chapter 12 Formal Negotiating Answer Key True / False Questions 1. FALSE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 12-01 What is negotiation selling? How does it differ from nonnegotiation selling? In win-lose negotiating, the negotiator attempts to secure […]
Sales Chapter 12 People Who Resolve Conflict Negotiations The
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 59. People who resolve conflict in negotiations in the _____ mode are often both uncooperative and unassertive. A. competing B. […]
Sales Chapter 13 Corning’s Ceramics Company That Produces Ceramic
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. A. A relational partnership B. An internal partnership C. A strategic partnership D. A solo market transaction E. A […]
Sales Chapter 13 Tommy Buys The Same Brand Toothpaste Because
Chapter 13 Building Partnering Relationships Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 13-01 What different types of relationships exist between buyers and sellers? Customers are the primary revenue source for companies. […]
Sales Chapter 14 Expansion immediately follows the awareness stage of building
Chapter 14 Building Long-Term Partnerships Answer Key True / False Questions 1. FALSE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 14-01 How important is service after the sale? Expansion immediately follows the awareness stage of building partnerships. 2. FALSE […]
Sales Chapter 14 Which The Following The First Step
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 80. Which of the following is the first step toward reducing the probability of a trust– destroying conflict in a […]
Sales Chapter 14 With The Emphasis Helping The
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. With _____, the emphasis is on helping the buyer realize the synergy of carrying all associated products of the […]
Sales Chapter 15 Managing Your Time And Territory Answer
Chapter 15 Managing Your Time and Territory Answer Key True / False Questions 1. The first step in the self-management process is to allocate resources and determine 15-1 Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution […]
Sales Chapter 15 The Sales Call Allocation Grid Classifies
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Difficulty: 3 Hard Learning Objective: 15-04 How does territory strategy relate to account strategy and building partnerships? 60. The sales […]
Sales Chapter 16 Extension Team Selling Which Members
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 80. _____ is an extension of team selling in which members at various levels of a sales organization call on […]
Sales Chapter 16 Internal partnerships should be dedicated to satisfying
Chapter 16 Managing within Your Company Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 16-01 Which areas of the company work with salespeople to satisfy customer needs? Internal partnerships should be dedicated […]
Sales Chapter 16 Which The Following Advantage Company Using
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. Which of the following is an advantage of a company using combination plans to provide incentives for its salespeople? […]
Sales Chapter 17 Melanie Was About Minutes Into Her
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 59. A. information packet B. portfolio C. personal scrapbook D. individualized activity book E. assessment support manual Accessibility: Keyboard Navigation […]
Sales Chapter 17 The keys to being successful and happy lie in finding
Chapter 17 Managing Your Career Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 17-01 Which entry-level jobs are available to new college graduates? The keys to being successful and happy lie in […]
Sales Chapter 2 Kevin Purchased Lawn Mower The Blades
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 60. Kevin purchased a lawn mower. The blades were so dull that the mower could not cut the grass in […]
Sales Chapter 2 What is ethical can vary from country to country
Chapter 02 Ethical and Legal Issues in Selling Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 02-05 Which laws apply to personal selling? What is ethical can vary from country to country […]
Sales Chapter 3 Since Fewer Uniforms Will Needed The Sales
Chapter 03 Buying Behavior and the Buying Process Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 03-01 What are the different types of customers? Salespeople selling original equipment manufacturer (OEM) products need […]
Sales Chapter 3 Using The Lifecycle Costing Approach Salespeople
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. Using the life-cycle costing approach, salespeople can demonstrate that: A. a product in the decline stage of its life […]
Sales Chapter 3 Vincent Trying Analyze How Important His
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 80. Vincent is trying to analyze how important his suppliers are to his business. He wants to know which supplier […]
Sales Chapter 4 Feedback in sales communication can be either verbal
Chapter 04 Using Communication Principles to Build Relationships Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 04-01 What are the basic elements in the communication process? Feedback in sales communication can be […]
Sales Chapter 4 When Reginald Calls His Favorite Customer
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 59. A. The thumbs-up gesture is acceptable in the Middle East. B. In Japan the OK sign made by holding […]
Sales Chapter 4 When The Lips Are Too Close Together
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 81. The translation of thoughts into words is called encoding. What is encoding? Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning […]
Sales Chapter 5 The standard memorized presentation is a completely
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 83. There are three types of sales presentations: standard memorized (canned), outlined, and customized. The standard memorized presentation is a […]
Sales Chapter 5 Which The Following Best Describes Responsive
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 57. Which of the following best describes responsive people? A. They are disciplined about time. B. They tend to use […]
Sales Chapter 5 Effective salespeople adapt their selling strategies
Chapter 05 Adaptive Selling for Relationship Building Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 05-01 What is adaptive selling? Effective salespeople adapt their selling strategies and approaches to the selling situation. […]
Sales Chapter 6 Prospecting is the process of making a successful sale
Chapter 06 Prospecting Answer Key True / False Questions 1. FALSE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 06-01 Why is prospecting important for effective selling? Prospecting is the process of making a successful sale to a customer. 2. […]
Sales Chapter 6 Which The Following Effective Way Which
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 83. Which of the following is an effective way in which a salesperson can overcome the reluctance to call a […]
Sales Chapter 6 Which The Following Way That Companies
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 58. Which of the following statements about the use of the Internet as an effective lead generator is true? A. […]
Sales Chapter 7 in the context of finding the right person to make a sales call
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 59. TECAmerica, Inc. sells electronic scales used for weighing meats and vegetables. A salesperson for TECAmerica is calling on the […]
Sales Chapter 7 Sales people Should Talk Secretaries Order Appear Working
Chapter 07 Planning the Sales Call Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 07-01 Why should salespeople plan their sales calls? Planning a sales call helps salespeople avoid wasting a prospect’s […]
Sales Chapter 8 Balanced Presentation Occurs When Salesperson Creates
8-32 79. A balanced presentation occurs when a salesperson: A. creates very high expectations from his product or service in the prospect’s mind. B. allows equal speaking time for both the salesperson and the prospect. C. provides adequate focus on […]
Sales Chapter 8 one of the most important ways to ensure a good first
Chapter 08 Making the Sales Call Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 08-01 How should the salesperson make the initial approach to create a good impression and gain the prospect’s […]
Sales Chapter 8 Which The Following The Best Example
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 57. Which of the following is the best example of an open question? A. Do you want your order to […]
Sales Chapter 9 Identify Common Method Quantifying Solution For
9-20 59. A. send just a product catalogue and let the buyer choose the final product. B. skip the needs identification process since the needs of the home office and the local office are different. C. secure the support of […]
Sales Chapter 9 Salespeople who sell machinery are limited to appeals
Chapter 09 Strengthening the Presentation Answer Key True / False Questions 1. TRUE Accessibility: Keyboard Navigation Difficulty: 1 Easy Learning Objective: 09-05 What are the ingredients of a good demonstration? Salespeople who sell machinery are limited to appeals that will […]