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978-1305662094 Chapter 1
1 Chapter One—Overview of Personal Selling Learning Outcomes After completing this chapter, you should be able to: 1. define personal selling and describe its unique characteristics as a marketing communications tool. 2. distinguish between transaction-focused traditional selling and trust-based relationship […]
978-1305662094 Chapter 10
1 Chapter Ten—Adding Value: Self–Leadership and Teamwork Learning Outcomes After completing this chapter, you should be able to explain, identify and, describe: 1. the five sequential stages of self-leadership. 2. the four levels of sales goals and explain their interrelationships. […]
978-1305662094 Chapter 2
Chapter Two—Building Trust and Sales Ethics Learning Outcomes After completing this chapter, you should be able to explain and understand: 1. what trust is. 2. why trust is important. 3. how to earn trust. 4. knowledge bases help build trust […]
978-1305662094 Chapter 3
1 Chapter Three—Understanding Buyers Learning Outcomes After completing this chapter, you should be able to: 1. categorize primary types of buyers. 2. discuss the distinguishing characteristics of business markets. 3. list the different steps in the business-to-business buying process. 4. […]
978-1305662094 Chapter 4
1 Chapter Four—Communication Skills Learning Outcomes After completing this chapter, you should be able to: 1. explain the importance of collaborative, two-way communication in trust-based selling. 2. explain the primary types of questions and how they are applied in selling. […]
978-1305662094 Chapter 5
1 Chapter Five—Strategic Prospecting and Preparing for Sales Dialogue Learning Outcomes After completing this chapter, you should be able to: 1. discuss why prospecting is an important and challenging task for salespeople. 2. explain strategic prospecting and each stage in […]
978-1305662094 Chapter 6
1 Chapter Six—Planning Sales Dialogues and Presentations Learning Outcomes After completing this chapter, you should be able to: 1. explain why it is essential to focus on the customer when planning sales calls. 2. understand alternative ways of communicating with […]
978-1305662094 Chapter 7
1 Chapter Seven—Sales Dialogue: Creating and Communicating Value Learning Outcomes After completing this chapter, you should be able to: 1. describe the key characteristics of effective sales dialogue. 2. explain how salespeople can generate feedback from buyers. 3. discuss how […]
978-1305662094 Chapter 8
1 Chapter Eight—Addressing Concerns and Earning Commitment Learning Outcomes After completing this chapter, you should be able to: 1. explain why it is important to anticipate and overcome buyer concerns and resistance. 2. understand why prospects raise objections. 3. describe […]
978-1305662094 Chapter 9
1 Chapter Nine—Expanding Customer Relationships Learning Outcomes After completing this chapter, you should be able to: 1. explain how to follow up to assess customer satisfaction. 2. explain how to harness technology to enhance follow-up and buyer-seller relationships. 3. discuss […]
978-1305662094 Test Bank Chapter 1
Name: Class: Date: Chapter 01: Overview of Personal Selling Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Personal selling and sales promotion are both forms of marketing communication. a. True b. False ANSWER: True 2. Sales […]
978-1305662094 Test Bank Chapter 10
Name: Class: Date: Chapter 10: Adding Value: Self-Leadership and Teamwork Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Establishing objectives is a critical component of self-leadership. a. True b. False ANSWER: True 2. Stage One of […]
978-1305662094 Test Bank Chapter 2
Name: Class: Date: Chapter 02: Building Trust and Sales Ethics Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Relationship selling focuses on an organization’s short-term marketing strategy. a. True b. False ANSWER: False 2. In today’s […]
978-1305662094 Test Bank Chapter 3
Name: Class: Date: Chapter 03: Understanding Buyers Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. An individual buying office supplies for an organization is operating in the consumer market. a. True b. False ANSWER: False 2. […]
978-1305662094 Test Bank Chapter 4
Name: Class: Date: Chapter 04: Communication Skills Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Trust-based sales communication is a one-way communication in which the salesperson’s focus is to convince the prospective buyer to make a […]
978-1305662094 Test Bank Chapter 5
Name: Class: Date: Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Salespeople need to spend some time prospecting on a regular basis because there is typically a […]
978-1305662094 Test Bank Chapter 6
Name: Class: Date: Chapter 06: Planning Sales Dialogues and Presentations Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Sales calls and sales dialogues are the same thing. a. True b. False ANSWER: False 2. With multimedia […]
978-1305662094 Test Bank Chapter 7
Name: Class: Date: Chapter 07: Sales Dialogue: Creating and Communication Value Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. A sales presentation takes place prior to uncovering the buyer’s needs. a. True b. False ANSWER: False […]
978-1305662094 Test Bank Chapter 8
Name: Class: Date: Chapter 08: Addressing Concerns and Earning Commitment Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Sales resistance is not a normal part of the sales process. a. True b. False ANSWER: False 2. […]
978-1305662094 Test Bank Chapter 9
Name: Class: Date: Chapter 09: Expanding Customer Relationships Copyright Cengage Learning. Powered by Cognero. Page 1 True / False 1. Building goodwill is important to converting new customers to committed lifetime customers. a. True b. False ANSWER: True 2. Processing […]