OTE 3 MKT410 Exam with Questions and Answers, Exams of Marketing

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OTE 3 MKT410 Exam with Questions and Answers Ingram and his co-authors quote Stevens and Kinni (2007): In research involving 80,000 business customers, the number-one characteristic found to define a world-class salesperson is someone who A. knows when to push for a sale (i-e., when to hold 'em), as well as knowing when to cut and run (i.e., when to fold 'em) B. is an extravert, but is able to empathize with customers who are introverts C. doesn't take "no" for an answer, and is creative in finding ways to get to "yes" D. personally manages the customer's satisfaction by being accountable for the customer's desired results E. knows customers well enough to read their minds ANSWERV ¥ D. personally manages the customer's satisfaction by being accountable for the customer's desired results Which of the following complaints is a salesperson likely to hear from a customer sooner or later? A."Your company billed me for the wrong amount.” B. "My shipment from your company arrived late." C. "My employees need more training on how to use your company's product." D. All of the above. E. Both A and B. ANSWERY¥ D. All of the above. Ingram and his co-authors outline a procedure for handling customer complaints. The first step of that procedure is A. Listen and get the whole story B. Take action—educate the customer C. Build the relationship to the point that your customers are comfortable complaining D. Follow through on promises—add value ANS WERV ¥ C. Build the relationship to the point that your customers are comfortable complaining A(n) is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships. is an example of such a system that is commercially available. A. social media management (SMM) system; HootSuite B. customer relationship management (CRM) system; Salesforce.com D. all of the above F. A and C only ANSWERVV D. all of the above Ingram and his co-authors state, "Each salesperson experiences daily —brief moments that occur whenever a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression." A. teachable moments B. epiphanies C. moments of truth D. Zen moments E. apocalypses ANSWERV ¥ C. moments of truth Ingram and his co-authors define as "the ability of a salesperson to get knocked down several times a day by a customer's verbal assault (i.e., complaint) and get right back up with a smile and ask for morc." A. buoyancy B. Panglossianism C. euphoria D. rectitude E. resilience ANSWERV V¥ E. resilience Ingram and his co-authors state that there are three dimensions of customer service: ; sand . Of these, is the most important. A. reliability; responsiveness; empathy; responsiveness B. tangibles; assurance; clairvoyance: clairvoyance C. ubiquity; uniformity; perpetuity; uniformity D. communication; resilience; service motivation; communication E. frequency; intensity; rapidity; frequency ANSWERV ¥ D. communication; resilience; service motivation; communication A is a plan in which a salesperson identifies his or her business and customers, what the customers want, and what is important to them. A. service strategy B. territory plan C. marketing strategy D. personal branding strategy [. strategic prospecting plan ANSWERYV Vv A. service strategy In Chapter 8 of To Sell Is Human, Dan Pink "goes back to school" by enrolling at Performance of a Lifetime. In a session that Pink attends. Cathy Salit (the owner of the school) teaches to businesspeople who want to be better at their jobs. A. deep breathing techniques B. opera singing C. improvisational theater D. martial arts E. time management ANSWERV ¥ C. improvisational theater E. trusting your preconceptions and assumptions ANS WERV ¥ B. slowing down and shutting up As he explains the importance of making your partner look good, Dan Pink refers to Roger Fisher (1922-2012), who coauthored the book . Pink points out that the main takeaway from the book is " ," which became known as " A. How to Win Friends and Influence People; Principle 14; Get the other person saying 'Yes, yes,’ immediately B. The 7 Habits of Highly Effective People; Habit 4; win-win C. Swim with the Sharks without Being Eaten Alive; Principle 66; customer profiling D. Getting to Yes; principled negotiation; win-win L. The Greatest Salesman in the World; All is worthless without action; Do it now ANSWERV ¥ D. Getting to Yes; principled negotiation; win-win In the business and self-help book The 7 Habits of Highly Effective People, author Habit 4 is A. Adam Grant's; Begin with the end in mind B. Stephen R. Covey's; Think win-win C. Susan Cain's; Seek first to understand, then to be understood D. Carol Dweck's; Be proactive E. Sam Horn's; Find your voice and inspire others to find theirs ANSWER ¥ B. Stephen R. Covey's; Think win-win "Doing the right things and doing them well" is how Ingram and his co-authors (and others) describe A. virtuosity B. mastery C. self-leadership D. prowess E, management by objectives (MBO) ANS WERY V C. self-leadership If a salesperson's goals have been properly developed, those goals are A. time specific. B. realistic. yet challenging. C. specific and quantifiable. D. all of the above. EK. A and B only. ANSWERV/V¥ D. all of the above. is the process of surveying an arca to determine which customers and prospects are likely to buy; is the process of placing customers and prospects into C. Intelligent territory routing uses information that was developed during territory analysis and account classification. D. All of the above. E. Both B and C. ANSWERVV E. Both B and C. Chloe Bowie is an outside salesperson who is based in Lexington, Kentucky. Early this morning, Chloe headed north on I-75 toward Cincinnati, visiting accounts in Dry Ridge, Fort Mitchell, and Covington. She then drove southeast on U.S. 52 and visited accounts in Augusta and Ripley (both in Ohio). Then she re-entered Kentucky by way of Maysville and visited accounts in that city. Now, she is returning to Lexington on U.S. 68 and plans to visit accounts in Carlisle and Paris on her way home. Tomorrow, Chloe plans to drive southwest on the Bluegrass Parkway to visit accounts in Springfield, Bardstown, and Elizabethtown, after which she'll drive north on I-65 to visit accounts in Shepherdsville and Louisville. Then, she'll return to Lexington on I-64 and visit accounts in Simpsonville, Shelbyville, and Frankfort along the way. The following day, Chloe plans to drive southwest from Lexington on U.S. 68 to visit accounts i ANSWERV ¥ B. cloverleaf With regard to territory routing plans, with which of the following statements would Ingram and his co-authors likely agree? A. The circular routing plan works best when accounts are evenly dispersed throughout the salesperson's territory. B. The salesperson is most likely to spend some time on airplanes if he or she is using either the straight-line routing plan or the cloverleaf routing plan. C. The leapfrog routing plan works best when the territory consists of a major metropolitan area. D. All of the above. E. Both A and C. ANSWERV ¥ A. The circular routing plan works best when accounts are evenly dispersed throughout the salesperson's territory. Salespeople need to develop and maintain good working relationships not only with their customers, but also with in their own company. A. customer service call center operators B. people who work in credit and billing C. other salespeople D. all of the above E. none of the above ANSWERV ¥ D. all of the above Ingram and his co-authors list and describe six teamwork skills that salespeople need to use as they build partnerships with support staff and other co-workers. These skills—which were first published by author Stephen Covey as "six keys to developing synergistic relationships and teams"—include which of the following? A. Showing personal integrity B. Attending to the little things C. Understanding the other individuals D. All of the above. FE. A and C only. ANSWERV ¥ D. All of the above. C. an act of helpful activity D. improving others' lives and, in turn, improving the world E. the providing or a provider of accommodation and activities by the public. such as maintenance, repair, etc. ANS WERV V improving others' lives and, in turn, improving the world Dan Pink states: "At its best, moving people can achieve something greater and more enduring than merely an exchange of resources." He goes on to say that these greater outcomes are most likely to happen if we follow two guidelines. They are 1) Make it personal and 2) A. Forget about any desire you may have to change the world—you can't do it B. Play to the prospect's selfishness and vanity C. Make it entertaining D. If your first attempt to close doesn't result in a sale, conclude the presentation and leave gracefully E. Make it purposeful ANSWERV V E. Make it purposeful As we try to move others, Pink recommends that we ask ourselyes—and answer—two. questions: |) If the person I'm selling to agrees to buy, will his or her life improve? and 2) When the interaction is over, will the world be a better place than when I began? Pink states that this "two-question test" is rooted in a philosophy of . Which Pink describes as a version of the philosophy of that was first proposed by A. altruistic selling: Friendly Selling; Joc Girard (b. 1928) B. give-and-take selling; Otherish Selling; Adam Grant (b. 1981) C. servant selling; Servant Leadership; Robert K. Greenleaf (1904-1990) D. commitment selling; Belief-Based Selling; Zig Ziglar (1926-2012) E. power selling; Breakthrough Selling; Tony Robbins (b. 1960) ANS WERV Vv C. servant selling; Servant Leadership; Robert K. Greenleaf (1904-1990) If Chapter 9 of To Sell Is Human were to have its own slogan or tagline, that phrase could very well be "Serve first and sell later." Pink credits this phrase to » who "said that at a critical point in [his/her] own career, [s/he] realized that [his/her] work was better— in all senses of the word—when [s/he] served first and sold next." A. Frank Bettger (1888-1981) B. Alfred Fuller (1885-1973) C. Mary K. Ash (1918-2001)