Thẻ ghi nhớ: SAL301 NEW - SOẠN ĐỘC QUYỀN BỞI THỦY TIÊN | Quizlet

What is a potential advantage of the intangibility of services in marketing?

A. Increased ease of assessment

B. Enhanced customer trust

C. Greater flexibility in service offerings

D. Ability to convey a unique value proposition

C

Which objective is typically associated with sales promotions? (SOẠN BỞI TIÊN)

A. Increased production capacity

B. Encouraging repeat purchases

C. Reducing employee turnover

D. Enhancing administrative efficiency

B

Which of the following is NOT a primary function of physical distribution management (PDM)?

A. Product design

B. Transportation

C. Warehousing

D. Inventory control

A

How can sales quotas impact the behavior of salespeople?

A. They can motivate salespeople to prioritize customer relationships

B. They can lead to unethical behavior, such as misrepresentation

C. They can reduce job satisfaction and turnover

D. They can eliminate the need for sales training

B

In wireless data application, accessing to corporate intranets and human ressources systems are the examples of ______

A. Field sales

B. Mobile office

C. Fleet management

D. Field service

B

Call scheduling systems for taxis and vans or location-tracking applications for managing the utilisation of large fleets of trucks are the applications of wireless data in ________

A. Field sales

B. Mobile office

C. Fleet management

D. Field service

C

Traditionally the key criterion for designating particular customers as 'key accounts' was _______

A. on the basis of the large quantity of output sold to a customer

B. on the total benefit that the customer brings back

C. on the purposes of the relationship

D. on the marketing purposes of the company

A

________ is not one of the four basic selling activities that define the salesperson's job.

A. Communicate

B. Build customer relationships

C. Manage information

D. Set price

E. Sell

D

Total sales of a salesperson during a six-hour shift were $1,200. His/her individual performance in terms of sales per hour would be:

A. $1,200

B. $200

C. $2,000

D. $400

E. $66

B

Marketing should integrate new customers into a company by developing a _______ between them and the company's designers and ensure that they interact with consumers, which is central to the notion of customer care

A. deep connection

B. positive relationship

C. long-term

D. Deep understanding

B

A key challenge in selling to industrial/commercial customers is:

A. The absence of complex negotiations

B. The need to build strong relationships and trust

C. The lack of competition

D. The simplicity of the buying process

B

Coca-Cola's extensive distribution network relies heavily on logistics. Which of the following is a key logistical challenge for Coca-Cola?

A. Centralizing all distribution operations

B. Ensuring product freshness and temperature control during transportation

C. Limiting the number of distribution centers

D. Reducing the variety of product offerings

B

What are the objectives of retailer-distributor promotions?

A. To limit distribution of a new brand

B. To decrease overall stockholding of a product

C. To discourage salespeople from recommending the brand

D. To achieve widespread distribution of a new brand

D

The ability to meet growing customer expectations and interest in meeting more than just basic needs is an element of which behavioral force?

A. Rising customer expectations and being concerned with fulfilling more than basic needs

B. More professionally minded organizational buyers

C. Customer avoidance of buyer-seller negotiations

D. Expanding power of major/KA buyers

A

What was a defining feature of the second generation of SFA tools?

A. Standalone contact management software

B. Networked databases connected to corporate systems

C. Real-time data syncing via wireless networks

D. Integration of proposal management tools

B

What is a key challenge associated with Level 3 e-commerce (Transact)?

A. Building trust with customers

B. High initial investment costs

C. Difficulty in creating product catalogs

D. Limited functionality for customer engagement

A

What is a significant factor contributing to increased costs per salesperson when adopting mobile technology?

A. Limited availability of handheld devices

B. High training costs for new technologies

C. Retaining older laptops alongside newer devices

D. High maintenance fees for wireless networks

C

Key account managers require considerable _______ , _______ and ______ that comes with top management support to convince colleagues outside the sales and marketing function that customer contact is an essential part of their job. Choose the most suitable answer.

A. persuasive skills, internal credibility, the authority

B. communication skills, enthusiasm, efforts

C. wide connection, deep knowledge, high position in the company

D. reputation, special skill, talents

A

The importance of key accounts means that suppliers need to consider the information which needs to be collected and stored for each account, and the objectives, strategies and control systems required to manage the accounts. This can be accomplished by a key account _______ . The benefits of planning systems include consistency, change monitoring, resource allocation and competitive advantage

A. information and planning system

B. research and planning system

C. research and development system

D. information and data system

A

What is the main purpose of key account management?

A. To attract more low-potential customers

B. To provide special treatments to all customers

C. To target and serve high-potential customers with complex needs

D. To reduce marketing and service efforts for key customers

C

When setting objectives, what SMART stands for?

A. Specific, Measurable, Achievable, Relevant, Time-bound

B. Simple, Meaningful, Achievable, Relevant, Trackable

C. Significant, Measurable, Achievable, Relevant, Time-bound

D. Stretching, Measurable, Achievable, Relevant, Time

A

Internal marketing focuses on long-term relationships and ______ within companies.

A. employee retention

B. high salary

C. high commission

D. Long-term contract

A

Important issues relating to the suitability of the key account manager are their integrity, interpersonal skills, personality, general competence and ability to relate to the culture of the key account. _______ the key account customer's business was identified as the second key success factor.

A. A deep relationship with

B. An in-depth knowledge and understanding of

C. Understanding the demand of

D. Undergrow benefits for

B

Which area of sales promotions focuses on enhancing customer relationships and encouraging brand loyalty?

A. Consumer promotions

B. Trade promotions

C. Personnel motivation

D. Pull techniques

A

Not meeting ............expectations after the sale is one of the three primary reasons for customer complaints.

A. Delivery

B. Price

C. Sales

D. Feature

E. Trust

A

Which of the following is a characteristic of a good sales channel?

A. Limited reach

B. High cost

C. Inefficient

D. Reliable

D

Which type of account is considered valuable due to its potential to build sales and market share in its existing markets?

A. Customers in declining markets

B. Accounts with growth prospects in their current markets

C. Customers resistant to innovation

D. Accounts focused solely on cost reduction

B

..........is one of the three distinct advantages of personal selling.

A. Large variety of media

B. Immediate feedback

C. Short-term impact

D. Consistent message

E. Elimination of noise

B

A salesperson in the prospecting stage most likely uses of the following methods EXCEPT.......

A. referrals from competing salespeople

B. referrals from current customers

C. referrals from dealers

D. referrals from suppliers

E. cold calling

A

What is a key benefit of salesforce automation (SFA) applications for salespeople?

A. Eliminating the need for customer service interactions

B. Providing immediate access to stock levels and quotations

C. Replacing the need for personal interaction with customers

D. Simplifying product design and manufacturing processes

B

Which of the following is a potential advantage of using a direct sales force?

A. Less flexibility in pricing and promotions

B. Lower cost per sale

C. Less control over the sales process

D. Higher custom er satisfaction

D

A Chanel sales associate who is knowledgeable about the brand's history, craftsmanship, and materials is demonstrating:

A. A dismissive attitude

B. Expertise in the company's products and the market

C. Lack of interest in the product

D. Poor communication skills

B

What does "win/loss reporting" enable companies to do?

A. Evaluate and improve sales and customer support processes

B. Generate immediate quotations for sales proposals

C. Assess the portability of salesforce devices

D. Track the supply chain efficiency

A

Most salespersons state that _______ is the most difficult step in the selling process.

A. Determining the consumer's real need

B. Asking them for more information

C. Initial contact with the customer

D. Closing the sale

D

Which of the following is a feature of third-generation SFA tools?

A. Word processors and spreadsheets

B. Data replication through phone lines

C. Simple time and contact management

D. Proposal management for customised product configurations

D

Physical distribution management (PDM)/ Logistics involves which aspect of the supply chain?

A. Managing sales channels

B. Handling materials

C. Processing orders

D. Managing transportation and warehousing

D

Suppliers should consult the cost checklist to evaluate the cost/benefit of using each of the methods of building strong relationships with each account. A _______ needs to be made regarding the value each key account places on each method and the cost (including executive and management time) of providing the item.

A. main

B. judgement

C. comparison

D. following

B

When a Chanel customer expresses a specific need, such as a handbag for a formal event, the sales associate should focus on:

A. Ignoring the customer's concerns

B. Identifying and addressing the customer's underlying needs

C. Pushing a specific product without considering the customer's needs

D. Focusing solely on the price of the product

B

Which of the following distribution channels is characterized by the producer selling directly to consumers?

A. Multi-channel

B. Direct channel

C. Indirect channel

D. Hybrid channel

B

There are also potential dangers for customers involved in key account management relationships: (1) Over-reliance on one (or a few) seller(s) can lead to supply problems should the seller encounter production or delivery difficulties. (2) Doing business with the same seller over a long period can lead to complacency on the supplier's side, resulting in lower service levels. (3) Established relationships with the same seller can lead to complacency on the customer's side, resulting in _________

A. missed opportunities with other more efficient and innovative companies

B. missed relationship with other good partners

C. missed chances for earning more profit

D. wrong and unbenefited relationship

A

The opening stage of the sales process is crucial. A Chanel sales associate should aim to:

A. Ignore the customer's needs

B. Create a positive first impression and build rapport

C. Immediately start pitching products

D. Focus on closing the sale as quickly as possible

B

What does Level 4 e-commerce (Integrate) involve?

A. Conducting one-to-one real-time communication with customers

B. Creating an online shopping platform for consumers

C. Establishing a secure extranet for business-to-business relationships

D. Publishing press releases and recruitment opportunities

C

Added benefits such as sales support, guarantees and after-sales care that support _______ experiences are increasingly being provided

A. purchase and consumption

B. shopping and tasting

C. shopping and trying

D. repairing and exchanging

A

The rise of online car sales and digital marketing channels has influenced Toyota's sales and sales management by:

A. Eliminating the need for customer relationship management

B. Decreasing the importance of traditional dealerships

C. Simplifying the sales process

D. Reducing the need for sales training

B

Which of the followings is NOT the characteristics of a good exhibition?

A. a wide range of products

B. a large number of competitors

C. a small number of new products

D. nearness to the buyer's home base

C

What is a key characteristic that Chanel sales associates should possess to effectively interact with high-end clientele?

A. A casual, informal approach

B. A strong understanding of luxury fashion and trends

C. Aggressive sales tactics

D. A focus on quantity over quality

B

To ensure reliable and fast delivery of orders, Chanel sales associates should:

A. Blame shipping delays on external factors

B. Coordinate with the logistics team and keep customers informed

C. Promise unrealistic delivery times

D. Ignore customer inquiries about delivery status

B

Which of the following is NOT mentioned as a common wireless device used by salespeople?

A. Smartphones

B. Tablets

C. Smartwatches

D. Laptops

C

What decisions does marketing management need to take regarding the "Price" element of the marketing mix?

A. Product packaging

B. Credit terms

C. Quality range

D. Features

B

________ is an example of a nontechnology communication selling activity.

A. Enhancing language and overall communication skills

B. E-mailing

C. Creating useful company web page content

D. Developing database management skills

E. Leaving voice-mail messages

A

Which of the following is a common type of production in industrial/commercial markets?

A. Custom production

B. Mass production

C. Job production

D. All of the above

D

_______ involves two-way, personal communication between salespeople and individual customers, either in person, by telephone, or through Web conferences.

A. Advertising

B. Public relations

C. Personal selling

D. Telemarketing

E. Integrated marketing communication

C

Which reason is the incorrect one for answering the question why B2B customers avoid switching suppliers in a key account management relationship? Choose the most suitable answer.

A. Switching suppliers is time-consuming.

B. They avoid the costs associated with switching suppliers.

C. Competitors do not offer similar products.

D. They don't want to change the long-term supplier

C

Logistics involves the planning, implementation, and control of the physical flow of goods from the point of origin to the point of consumption. Which of the following is a key component of logistics?

A. Human resource management

B. Marketing research

C. Financial management

D. Inventory management

D

Which of the following is NOT an objective of PR practice mentioned in the text?

A. Attract better employees

B. Increase company profits

C. Reinforce customer loyalty

D. Launch a new product

B

_______ is now essential because it involves a change from an operations- centred to a customer-targeted activity. As the move towards a global economy quickens, so customers demand quality in terms of their relationships with sellers, with increased emphasis being placed on reliability, durability, ease of use and after-sales service.

A. Customer-focused quality

B. Customer customization

C. Customer value

D. High quality product

A

When a Chanel sales associate uses a product demonstration to highlight the unique features of a handbag,

they are engaging in:

A. A group demonstration

B. A pre-demonstration

C. A post-demonstration

D. A virtual demonstration

B

Effective communication skills are essential for Chanel sales associates. This includes:

A. Ignoring customer questions and concerns

B. Active listening, clear articulation, and empathy

C. Monologue, dominance, and interruption

D. Using technical jargon and industry-specific terms

B

What is the primary goal of Total Quality Management (TQM)?

A. Maximizing profits

B. Reducing employee turnover

C. Expanding market shares

D. Improving product quality

D

In KAM, the establishment of in-depth communications and strong relationships with customers may lead to the opportunity of ______ products and services to specific customer needs.

A. Tailoring

B. Different

C. Variety

D. Higher-profit

A

The most important feature of buyer-seller transactional relationships tends to revolve around price; indeed, ____ is one of the key issues in sales presentations

A. negotiation

B. tradeoff

C. understanding

D. trust

A

Which of the following is a primary channel used by Coca-Cola to distribute its products?

A. Online sales only

B. Direct-to-consumer sales

C. Indirect distribution through retailers and wholesalers

D. Exclusive distribution through high-end retailers

C

What is the primary purpose of Level 1 e-commerce (Publish)?

A. Selling products and services online

B. Providing online technical support

C. Establishing an online presence and providing information

D. Creating a business-to-business extranet

C

What technology is involved in creating virtual sales offices, which do not require a physical location?

A. Extranet

B. Virtual sales offices

C. Electronic data exchange

D. Internet

D

Some of the key responsibilities of key account managers are planning and developing ____ with a wide range of people in the customer firms, mobilising personnel and other resources in their own firms to assist the account, and coordinating and motivating the efforts and communications of their company's field salespeople in their calls on the various departments, divisions and geographical locations of the key account

A. relationship

B. benefits

C. connection

D. information

A

To build trust and rapport with customers, Chanel sales associates often use reference selling. This involves:

A. Ignoring customer concerns

B. Sharing testimonials from satisfied customers

C. Offering discounts and promotions

D. High-pressure sales tactics

B

Which holds that achieving organisational goals depends on determining the needs and wants of target markets and delivering the desired satisfactions more effectively and efficiently than competitors do depending on which business philosophy?

A. Selling orientation

B. Marketing orientation

C. Product orientation

D. Production orientation

B

The management of sales channels involves all of the following EXCEPT:

A. Channel conflict resolution

B. Product development

C. Channel design

D. Channel motivation

B

When salespeople achieve or surpass a specified sales quota, they are often given a monetary bonus and/or special recognition to reward them for their performance as well as to motivate them to continue this behavior. This is known as _____

A. Incentive Program

B. Motivation

C. ERG Theory

D. Intrinsic rewards

A

To encourage customers to make a purchase, Chanel sales associates may offer:

A. Aggressive negotiation tactics

B. Trial orders to allow customers to experience the product firsthand

C. High-pressure sales tactics

D. Misleading information about the product

B

What are the characteristics an effective sales manager should not have?

A. Rigidity

B. Reluctance to empower

C. All of above

C

A successful Chanel sales associate should be able to:

A. Use high-pressure tactics to close deals

B. Solve customer problems and provide solutions

C. Blame the customer for any issues

D. Avoid taking responsibility for mistakes

B

A ________ is an individual acting on behalf of a company who performs one or more of the following activities: prospecting, communicating, servicing, and information gathering.

A. press agent

B. media planner

C. marketing director

D. salesperson

E. publicist

D

What is one significant advantage of long—term trading relationships between suppliers and buying

organizations?

A. Increased risk for buyers

B. Reduced communication between parties

C. Improved joint problem—solving and design management

D. Decreased trust between parties

C

What should salespeople do when dealing with objections?

A. They can listen to the customers, and should interrupt if the objection is obviously wrong.

B. They should first offer an alternative point of view instead of an agreement with the customers.

C. They should question the objection if it is too general and difficult to counter.

D. They should ignore the objection because it is not worth their time.

C

When are new versions of mobile devices typically most expensive?

A. After they have been in the market for some time

B. When they are launched

C. When they are no longer novelties

D. When they are obsolete

B

How is the role of selling changing in the marketing function? (SOẠN ĐỘC QUYỀN BỞI THỦY TIÊN)

A. It is becoming more tactical.

B. It is becoming less important.

C. It is shifting towards a relationship-based approach.

D. It remains unchanged.

C

Which factor contributes to the success of exhibitions in sales settings?

A. Availability of a wide range of products

B. Eliminating competitors from the exhibition

C. Avoiding competitors altogether

D. Limited information on products

A

How can management of sales channels be optimized to adapt to the ever-changing market demands and customer behaviors?

A. By regularly evaluating performance, adopting technology, and being flexible to market changes

B. Current market trends

C. Customer preferences and changing market dynamics

D. Historical sales data

A

What is the primary reason companies invest in training their sales personnel?

A. To increase company profits

B. To establish a strong brand identity

C. To improve effectiveness in customer interactions

D. To reduce operational costs

C

Selling orientation, Production orientation, Product orientation, Marketing orientation are main business philosophies. True or False?

A. True

B. False

A

The purpose of a training program for salespeople is to teach them about all of the following EXCEPT _____________

A. customers' buying habits

B. customers' buying motives

C. the company's main competitors

D. the company retirement benefits

E. the company's organizational structure

D

What is the pre - KAM?

A. The stage to identify those accounts with the potential for moving towards key account st

wasting investment on those accounts that lack the potential.

B. The stage to explore the opportunities for closer collaboration by identify the motives, cult

of the customer.

C. The stage where the buying organization regards the suppliers as an important strategic i

D. The stage where buyer and seller see one another not as two separate organizations, bu

larger entity.

A

Generally, retailers with high margins and high levels of customer service place more emphasis on which type of salesperson?

A. Order getters

B. High-pressure sellers

C. Profit-oriented sellers

D. Persuasive sellers

A

Which step in the sales process is most focused on ensuring customer satisfaction and repeat business ?

A. proper approach

B. professional presentation

C. handling objections

D. gratifying prospects

E. follow-up

E

A(n) __ focuses on performing promotional activities and introducing new products rather than directly soliciting orders.

A detail salesperson

B- retail salesperson

C- service salesperson

D- account representative

E- sales engineer

A

What are the success factors a professional salesperson needs?

A. Verbal communication skills

B. Closing skills

C. Personal planning and time management skills

D. All of above

D.

According to the Pareto Principle, what percentage of a company's sales typically come from a small percentage of its customers?

A. 10%

B. 20%

C. 50%

D. 80%

B (This is known as the Pareto Principle or the 80/20 rule. According to this principle, around 20% of customers typically generate 80% of a firm's revenues. For example, if a firm has 100 customers, it is likely that around 20 of those customers will account for 80% of the company's revenues. This is why it is important for businesses to focus on retaining and nurturing their top customers.)

Self-control refers to a salesperson's intelligence, product knowledge, and discipline rather than to emotions,

passions, and desires.

A. True

B. False

B

Which of the following elements of the promotion mix involves making personal connections with customers for the purpose of making sales? (SOẠN ĐỘC QUYỀN BỞI THỦY TIÊN)

A. personal selling

B. advertising

C. e-commerce

D. publicity

E. public relations

A

Acts such as building rapport, uncovering needs, and designing sales presentation strategies are collectively referred to as prospecting.

A. True

B. Fale

B

The aim of sales management motivation is to encourage salespeople to _______

A. "work smart"

B. "work hard"

C. "work cooperatively"

D. "work creatively"

E. "work quickly"

B

Sarah and Steve are sales reps for a major pharmaceutical company in the same geographic area. Sarah calls on private practice physicians, while Steve calls on hospital groups. Their salesmanager would likely have an ethical dilemma in the area of:

A. Equal treatment in hiring and promotion

B. Respect for individuals in supervisory and training programs

C. Fairness in the design of sales territories

D. Fairness in the assignment of sales territories

E. Determining compensation and incentives

E

How does JIT purchasing impact the relationship between buyers and suppliers?

A. It increases the number of defects in products

B.It reduces the emphasis on product quality from suppliers

C. It encourages suppliers to provide high—quality products

D. It eliminates the need for long—term purchasing agreernents

C

Selling and marketing are interchangeable terms for the same business activity.

A. True

B. False

B

What opportunities does the internet offer companies in terms of customer information?

A. Limited opportunities for understanding customers

B. Opportunities for reducing sales potential

C. Opportunities for customizing offerings

D. Opportunities for decreasing customer preferences

C

Which of the following is NOT an effective method of closing a sale?

A. Assume that the customer has already made a decision

B. Make the decision for the customer

C. Tell the customer that it would be really stupid if he/she does not buy the merchandise you have just suggested

D. Ask the customer to select the product/ service

E. Turn an objection around by stressing a positive aspect of the product

C

Which of the following is NOT true about PR?

A. PR is free advertising

B. PR is not propaganda

C. PR is not publicity

D. PR is informative

A

Which of the following is NOT an advisable strategy to increase your sales during an unstable economy?

A. Making 5 more calls everyday

B. Discounting your prices

C. Recording your sales calls and listening to them

D. None of the above

B

How are department stores defined in terms of retail'?

A. Selling products to other businesses for resale

B. Selling products directly to consumers

C. Stores with five or more departments under one roof and at least 25 em ployees

D. Stores with three or more departments under one roof

C