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Mktg Ch 12 Selling
| Question | Answer |
|---|---|
| Richard promised his customer delivery of a new flat-screen tv in one week even though it would take 2 weeks to arrive. This sales tactic was ethically wrong and _______. | illegal |
| Subscription CRM services are sometimes purchased and customized for businesses by Web-based companies, such as ___ CRM OnDemand | Oracle |
| little or no previous experience with an item | extensive decision making |
| companies in touch with customers via Facebook and Twitter | social media |
| online purchases and product information | company website |
| sales exchange between two or more companies | organizational selling |
| Jamie & Craig started a skateboard business. They need more space for their company. Selecting the space will require ___ decision making | extensive |
| Illegal and ____ __ ____ are types of sales techniques that are prohibited by most businesses | damaging to reputation |
| those who gather information about customers and advise on products suited to need | salespeople |
| payment when item sells | commission |
| companies can solidify their relationships with customers by using ____as a quick and efficient method of communication | |
| Customers who have developed ____ ____ for a product will use routine decision making | brand loyalty |
| Jill exceeded the sales ____ that was the goal set for the month by her manager | quota |
| what system involves finding customers and keeping them satisfied | customer relationship management |
| The Anthony family hired a travel agent to help arrange a vacation. They have already planned and taken trips to many U.S. destination. What type of decision making will they likely use to plan their trip | Limited |
| Among other duties, ___ ____ establish the guidelines and policies for the sales team | sales managers |
| direct contact between a salesperson and a customer | personal selling |
| Jason has always purchased Apple products & never had an issue. He has decided to upgrade to an iPhone. What decision making process has he used | routine |
| product or service offered, how much, at what price | sales contract |
| These employees are connected while away from an office through mobile devices or laptops programmed to interface with company computer systems | salespeople |
| Sales representatives will make a ___ _____ when they visit a customer without an appointment | cold call |
| help customers make satisfying buying decisions with ongoing relationship | selling |
| what protects customers from fraudulent or unethical selling practices | sales regulations |
| phone solicitation to make a sale | telemarketing |
| The 4 steps used by sales managers when training new sales personnel are: explanation, ______, trial, and critique | demonstration |
| The owner of Ashland Auto Supplies knows many of his customers since the store has been in business for 43 yrs. To show appreciation, he offers regular patrons rewards through a customer ____ program | loyalty |
Created by:
apeake
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