Exam (elaborations)
MGT 103 Chapter 19+20 Exam Questions and Answers (Graded A)
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MGT 103 Chapter 19+20 Exam Questions and Answers
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MGT 103: Chapter 19+20 ExamQuestions and Answers
Personal iiselling ii(B2B) ii- iiAnswers ii-A iidirect iiinteraction iibetween iia iicompany
iirepresentative iiand iia iicustomer, iitwo-way iiflow iiof iiinformation
Advantages iiof iipersonal iiselling: ii- iiAnswers ii-Immediate iifeedback, iiquite iipersuasive
Disadvantages iiof iipersonal iiselling: ii- iiAnswers ii-Expensive iiper iiexposure, iimessages
iimay iidiffer
Much iitakes iiplease iiin iiB2B iiarena iibetween: ii- iiAnswers ii-Representatives iiof
iimanufacturers iiand iieither iiwholesalers, iiretailers, iior iiend iiusers
Personal iiSelling ii(B2C) ii- iiAnswers ii-People iiin iisales ii(vacuums, iisolar iipanels,
iinorthwestern iimutual iiinvestments, iietc.)
-cosmetologists
-dentists
-physisicians
Two iigeneral iiapproaches iito iipersonal iiselling: ii- iiAnswers ii-Transactional iiselling iiand
iirelationship iiselling
Transactional iiselling: ii- iiAnswers ii-A iiform iiof iipersonal iiselling iithat iifocuses iion
iimaking iian iiimmediate iisale iiwith iilittle iior iino iiconcern iifor iideveloping iilong-term
iicustomer iirelationship
Relationship iiselling: ii- iiAnswers ii-Process iiof iibuilding iilong-term iicustomers iiby
iideveloping iimutually iisatisfying, iiwin-win iirelationships iiwith iicustomers, iibuilding iitrust
iiand iicommitment iito iicustomer's iineeds iiover iitime
Inside iisales: ii- iiAnswers ii-From iia iidesk, iipersonalized
Outside iisales: ii- iiAnswers ii-Reps iivisiting iilocations, iipersonalized, iiselling iiproducts
iiinto iiretail iistores, iisetting iiup iidisplays
Order iitaker: ii- iiAnswers ii-Sales iiperson iiwho iicollects iiorders, iibut iidoes iinot iiattempt iito
iifind iinew iicustomers iior iipersuade iiexisting iicustomers iito iiincrease iithe iisize iior
iifrequency iiof iitheir iiorders
, Order iigetter: ii- iiAnswers ii-Sales iiperson iiwho iiincreases iithe iifirm's iisale iirevenue iibut
iiacquiring iiorders iifrom iinew iicustomers iiand iimore iiorders iifrom iiexisting iicustomers
Scope iiand iisignificance iiof iipersonal iiselling iicreating iicustomer iivalue: ii- iiAnswers ii--
identify iicreative iisolutions iito iicustomer iiproblems
-ease iithe iicustomer iibuying iiprocess ii
-make iithe iiafter-the-sale iifollow-up
Stages iiand iiobjectives iiof iithe iiPersonal iiSelling iiProcess: ii- iiAnswers ii-1.Prospecting
2.Preapproach
3.Approach
4.Presentation
5.Close
6. iiFollow-up
Prospecting: ii- iiAnswers ii-Search iifor iiand iiqualify iiprospects
Preapproach ii- iiAnswers ii-Gather iiinformation iiand iidecide iihow iito iiapproach iithe
iiprospect
Approach ii- iiAnswers ii-Gain iia iiprospect's iiattention, iistimulate iiinterest, iiand iimake
iitransition iito iithe iipresentation
Presentation ii- iiAnswers ii-Begin iiconverting iia iiprospect iiinto iia iicustomer iiby iicreating iia
iidesire iifor iithe iiproduct iior iiservice
Close ii- iiAnswers ii-Obtain iia iipurchase iicommitment iifrom iithe iiprospect iiand iicreate iia
iicustomer
Follow-up: ii- iiAnswers ii-Ensure iithat iithe iicustomer iiis iisatisfied iiwit iithe iiproduct iior
iiservice
Presentation iistage ii(convert): ii- iiAnswers ii-Conversion iiof iiprospect iiinto iia iicustomer
Stimulus: ii- iiAnswers ii-Response iito iipresentation: iigiven iithe iiappropriate iistimulus, iithe
iicustomer iiwill iibuy ii(suggestive iiselling)
Formula: ii- iiAnswers ii-Selling iipresentation: iiinformation iimust iibe iiprovided iiin iistep-by-
step iiaccurate iiand iithorough iimanner
Need iisatisfaction: ii- iiAnswers ii-Probing iiand iilistening, iiidentifying iineeds/interests
ii(adaptive iiselling)
Techniques iifor iihandling iiobjections: ii- iiAnswers ii--acknowledge iiand iiconvert
-agree iiand iineutralize
-accept iithe iiobjection ii
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