Sales Management Exam 1 Rutgers Phil
Cohn-Graded A
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"Phil"-Osophy (professors thoughts on what makes a successful salesperson) - Correct
Answers-R-results oriented
O-organized
A-accountability
R-respectful (everyone knows everyone)
B2C vs. B2B - Correct Answers-Most salespeople are involved in retail selling (B2C)
Larger volume of sales accounted for by industrial selling (B2B)
Sales to resellers
Sales to business users
Sales to institutions
B2B Jobs - Correct Answers-Trade servicer-Provides customers with merchandising
and promotional assistance
Missionary seller-Persuades customers to buy products from distributors
Technical seller-Offers current customers technical/engineering assistance
New business seller-Identifies and obtains business from new customers
6 Stages of the selling process - Correct Answers-1. Prospecting for customers
2. Opening the relationship
3. Qualifying the prospect
4. Presenting the sales message
5. Closing the sale
6. Servicing the account
Common complaints about sales presentations - Correct Answers-Running down
competitors
Too aggressive or abrasive
Inadequate knowledge of competitors products and services
Inadequate knowledge of client business/organization
Poor delivery
Initiators - Correct Answers-Perceive problems/opportunities requiring new product or
service
Users - Correct Answers-Use or work with product or service
, Influencers - Correct Answers-Provide information for evaluating products or suppliers
Gatekeepers - Correct Answers-Control flow of information
Buyers - Correct Answers-Contact selling organization and place order
Deciders - Correct Answers-Final authority to purchase
Controllers - Correct Answers-Determine budget
Selling centers - Correct Answers-Bring together individuals to help salespeople be
more effective
Matrix Organization - Correct Answers-Direct reports and internal consultants provide
expertise
Key account - Correct Answers-Team managed by senior salesperson dedicated to
serving important customer
7 Stages of buying something - Correct Answers-1)Recognize problem
2)Quality needed to solve problem
3)Qualification of potential suppliers
4)Analysis of proposals or bids
5)Evaluation of proposals and selection of suppliers
6)Selection of an order routine
7)Performance evaluation and feedback
New task purchase - Correct Answers-First time purchase of complex and expensive
product or service
Modified rebuy - Correct Answers-Requires modification to existing purchase decision
and may open the door for new suppliers
Straight rebuy - Correct Answers-reorder item purchased many times in the past
What is customer relationship (CRM)? - Correct Answers-Comprehensive business
model for increasing revenues and profits by focusing on customers
Overarching business philosophy and process tool to facilitate a customer-driven
enterprise
customer orientation - Correct Answers-Customers drives the marketing strategy, which
is driven by the marketing mix
Customer is the center of all marketing activities, and CRM software and touch points
Custromer-Centric culture - Correct Answers-Partnership business model with shared
risks and rewards
Cohn-Graded A
Save
"Phil"-Osophy (professors thoughts on what makes a successful salesperson) - Correct
Answers-R-results oriented
O-organized
A-accountability
R-respectful (everyone knows everyone)
B2C vs. B2B - Correct Answers-Most salespeople are involved in retail selling (B2C)
Larger volume of sales accounted for by industrial selling (B2B)
Sales to resellers
Sales to business users
Sales to institutions
B2B Jobs - Correct Answers-Trade servicer-Provides customers with merchandising
and promotional assistance
Missionary seller-Persuades customers to buy products from distributors
Technical seller-Offers current customers technical/engineering assistance
New business seller-Identifies and obtains business from new customers
6 Stages of the selling process - Correct Answers-1. Prospecting for customers
2. Opening the relationship
3. Qualifying the prospect
4. Presenting the sales message
5. Closing the sale
6. Servicing the account
Common complaints about sales presentations - Correct Answers-Running down
competitors
Too aggressive or abrasive
Inadequate knowledge of competitors products and services
Inadequate knowledge of client business/organization
Poor delivery
Initiators - Correct Answers-Perceive problems/opportunities requiring new product or
service
Users - Correct Answers-Use or work with product or service
, Influencers - Correct Answers-Provide information for evaluating products or suppliers
Gatekeepers - Correct Answers-Control flow of information
Buyers - Correct Answers-Contact selling organization and place order
Deciders - Correct Answers-Final authority to purchase
Controllers - Correct Answers-Determine budget
Selling centers - Correct Answers-Bring together individuals to help salespeople be
more effective
Matrix Organization - Correct Answers-Direct reports and internal consultants provide
expertise
Key account - Correct Answers-Team managed by senior salesperson dedicated to
serving important customer
7 Stages of buying something - Correct Answers-1)Recognize problem
2)Quality needed to solve problem
3)Qualification of potential suppliers
4)Analysis of proposals or bids
5)Evaluation of proposals and selection of suppliers
6)Selection of an order routine
7)Performance evaluation and feedback
New task purchase - Correct Answers-First time purchase of complex and expensive
product or service
Modified rebuy - Correct Answers-Requires modification to existing purchase decision
and may open the door for new suppliers
Straight rebuy - Correct Answers-reorder item purchased many times in the past
What is customer relationship (CRM)? - Correct Answers-Comprehensive business
model for increasing revenues and profits by focusing on customers
Overarching business philosophy and process tool to facilitate a customer-driven
enterprise
customer orientation - Correct Answers-Customers drives the marketing strategy, which
is driven by the marketing mix
Customer is the center of all marketing activities, and CRM software and touch points
Custromer-Centric culture - Correct Answers-Partnership business model with shared
risks and rewards
