Study Guide Spring 2021
1. What do Salespeople use Social Media for?
a. Communication
2. What do Sales People use Technology for?
a. Gather and process information of value to the customer.
3. Understand the type of selling.
a. Transactional - you sell and you get money. There is no relationship.
b. Consultive - you sell something and you follow it all the way through. You
become part of that business.
4. The ultimate goal of the marketing concept is
a. Customer satisfaction
5. Define the Marketing Mix
a. Price, promotion, product, and place are the four elements that make up the
marketing mix.
6. Describe needs identification
a. Identifying what a customer needs in a product
7. Describe Transactional Sales
a. Make a quick sale or transaction with no emphasis on learning the actual pain of a
customer and how their product can solve that pain
8. Define Presentation strategy, customer Strategy, Relationship strategy, Product strategy
a. Presentation strategy is a well-developed plan for meeting objectives for each
sales call
b. Customer strategy is a plan that results in maximum responsiveness to the
customer’s needs
c. Relationship strategy is a well-thought-out plan for establishing, building, and
maintaining quality relationships and an integral dimension of relationship selling
d. Product strategy is a plan that helps salespeople make correct decisions
concerning the selection and positioning of products to meet identified customer
needs
9. Partnering is also what?
a. is a strategically developed, long-term relationship that solves the customer’s
problems.
10. Define Value Added
a.
11. Understand emotional intelligence
a. refers to the capacity for monitoring our own feelings and those of others, for
motivating ourselves, and for managing emotions. Qualities include Self-
awareness, Self-confidence, Trustworthiness, Adaptability, Initiative
b. Optimism, Empathy, Well-developed social skills
12. Gift-giving no-no’s
a. If… You have visited the buyer twice, and each time the person displayed a great
deal of interest in your proposal.
b. Then… During a recent negotiations meeting, the buyer hinted that the order
might be signed if you could provide tickets to a national sporting event.
c. Given… Your company has a longstanding policy that gifts are not to be given
under any circumstances.
d. Depends on the value of the gift and what it’s for.
13. Define CRM
a. Customer Relationship Management
b. How a company interacts with its customers.
14. Understand unethical behavior
a. Doing something that society deems as wrong.
b. Often determined by company leaders, customers, investors, the legal system, and
the community.
15. Define Reciprocity
a. A mutual exchange of benefits
b. It describes how they give customers or prospects something with the hopes that
their generosity will be returned in higher sales or customer loyalty.
c. The idea is that the recipient will feel like they should return the favor in
exchange for the gift offered.
16. Understand the basis for the Code of Conduct
a. It’s a contract between you and the employer.
17. Elements of non-verbal communication
a. facial expressions,
b. voice tone,
c. gestures,
d. appearance,
e. posture,
f. other nonverbal means.
18. Guided Imagery is what?
a. Creating a visual image.
19. What is Organizational value, Strategic philosophy, organizational culture
a. Organizational value describes the core ethics or principles which the company
will abide by, no matter what.
b. Strategic philosophy
c. Organizational culture is a collection of beliefs, behaviors, and work patterns held
in common by people employed by a specific firm. Most organizations take on
distinct norms and practices over time.
20. Define differentiation.
a. Differentiation refers to your ability to separate yourself, your product, and/or
your company from that of your competitors…the key to a competitive advantage.
b. Sources of differentiation include quality, price, convenience, economy, service,
and other factors.