SEM 4e Lesson 11.1 Sales Process & Chpt. 12 Marketing Game Plan

Arrange the Sales Process in the proper order:

Preapproach, then...

• Follow-Up

• Answering Questions

• Closing the Sale

• Demonstration

• Approach

At which stage of the sales process might suggestion selling be used?

• approach

• demonstration

• closing the sale

• follow-up

Personal selling is appropriate for

• expensive items

• complex products that need explanation

• markets with a few large customers

• all of these

Match the following

• cold calling

• Information/data gathered on prospective customers who've shown interest in the product and/or meet the definition of the target market

• preapproach

• Contacting potential customers at random without researching the customers' needs first

• suggestion selling

• Asking customers if they want to purchase related products

• leads

• Building a customer base and carefully scheduling time spent with customers

• customer management

• The sales process step in which the salesperson learns about the products/services offered, the target market & the competition

For most purchases, the majority of consumers go through a decision making process that includes all of the following steps except

• reach a decision and buy the product

• recognize a need for a product

• know the competition

• evaluate alternative products

Customer management includes

• a.) carefully scheduling time spent with customers

• b.) developing an effective record-keeping system of customer data

• c.) using aggressive tactics to push customers into a decision to buy

• both a and b

Prospective customers who have shown interest in the product or service are called

• closers

• leads

• cold calls

• repeats

Marketing plans

• are a study of the sales process

• include an analysis, strategies, and an implementation plan

• explore consulting services

• focus on the design of new products

To find information about the competition, marketers can

• use the internet

• attend trade shows

• talk with customers

• all of these

Tactics are

• the study of the sales process

• the actions taken to implement a strategy

• the study of competitors

• strategies for success