Clemson MKT 4200 Exam 1 (A+ graded)

Evolution of Sales - New Selling of America correct answers Salespeople's jobs used to be more product-focused, now they are more customer-focused, their role has evolved into being a trusted advisor. They need a business mindset, understanding of organizational structure, analytical skills, language of business, customer relationship management, and academic credibility. two-way communication correct answers interpersonal communication in which both parties act as senders/receivers encoding correct answers sender translating their thought into a message decoding correct answers receiver interpreting meaning of received message feedback correct answers info given to a salesperson indicating how he/she is performing (diagnostic feedback) voice characteristics correct answers rate of speech, loudness, pitch, quality, articulation of a person's voice inflection correct answers tone of voice articulation correct answers the production of recognizable speech word picture correct answers story/scenario designed to help the buyer visualize a point analogy correct answers drawing a parallel between one thing and another 80-20 listening rule correct answers guideline suggesting that salespeople should listen 80% of the time and talk 20% of the time speaking-listening differential correct answers The difference between the 120-to-160-words-per-minute rate of speaking versus the 800-words-per-minute rate of listening. active listening correct answers process in which the listener attempts to draw out as much info as possible by actively processing info received and stimulating the communication of additional info parts of active listening correct answers - repeating info in sales interaction word-for-word minimizes misunderstandings - restating/rephrasing info in salesman's own words ensure that both parties understand each other - conversation summary has quick overview of what's discussed and lets them focus on the issues - tolerating silence while customer thinks - concentrate on ideas being communicated