MKTG425 Full Course

28 Jun MKTG425 Full Course

Question
MKTG425 Week 1 Discussion 1 & 2 Latest 2017 November

DQ1 – THE EVOLUTION OF PROFESSIONAL SELLING

What is meant by the term marketing concept? How has this concept been extended into the professional selling models discussed this week?

DQ2 – THE IMPORTANCE OF PROFESSIONAL SALESPEOPLE

Everyone is a salesperson. Do you agree or disagree with this statement? Explain your answer briefly.

MKTG425 Week 2 Discussion 1 & 2 Latest 2017 November

DQ1 – COMMUNICATING AND ADAPTING

Take the Communication Style Assessment located in the Files folder. What did this assessment classify your communication style as? Which area(s) do you agree with and which do you feel the assessment was incorrect about? Did anything in particular stand out to you from the assessment?

DQ2 – BUILDING VALUE THROUGH EXPERTISE

In what areas does a professional sales person need to create expertise? How do each of these areas relate to building trust and relationships?

MKTG425 Week 3 Discussion 1 & 2 Latest 2017 November

DQ1 – ETHICS IN PROFESSIONAL SELLING AND MARKETING

Figure 3.5 in your textbook contains the code of ethics for members of the American Marketing Association. Is this code adequate to cover professional sales people as well or should sales professionals have their own governing code of ethics? Explain your answer.

DQ2 – VALUE OF PARTNERSHIPS

Why is partnering described in our textbook as the highest-quality selling relationship? What aspects of today’s information economy have influenced the importance of building partnerships?

MKTG425 Week 4 Discussion 1 & 2 Latest 2017 November

DQ1 – THE BUYING PROCESS

Think of a large or significant purchase you made recently. Was it a personal or business purchase? Describe the process and/or steps you went through using the typical buying process model in Figure 8.3.

DQ2 – IDENTIFYING POTENTIAL CUSTOMERS

What is the difference between a suspect, a prospect, and a customer?

MKTG425 Week 5 Discussion 1 & 2 Latest 2017 November

dq 1

WEEK 5: PRESENTATIONS THAT ADD VALUE

3232 unread replies.3535 replies.

Describe the Six-Step Presentation Plan. Which step do you think is the most important and why?

dq 2

WEEK 5: NEEDS DISCOVERY QUESTIONS

2222 unread replies.2727 replies.

Chapter 11’s Selling In Action presents a number of techniques for uncovering customers’ needs. Which one do you consider the most effective? Explain your answer briefly.

MKTG425 Week 6 Discussion 1 & 2 Latest 2017 November

dq 1

WEEK 6: NEGOTIATING THROUGH CONCERNS

4949 unread replies.7171 replies.In Chapter 13’s Selling In Action, Chester Karass is quoted as saying “In business, you don’t get what you deserve, you get what you negotiate.” Do you agree with this statement? Why or why not?
dq 2

WEEK 6: CLOSING THE SALE

4646 unread replies.6565 replies.

Which steps of the Six-Step Presentation Plan do you think make closing the sale easier if done well? Which stages make closing unlikely if not done well?

MKTG425 Week 7 Discussion 1 & 2 Latest 2017 November

dq 1

WEEK 7: CONTINUAL GROWTH OPPORTUNITIES

3434 unread replies.7272 replies.

Review each of the four dimension of opportunity management discussed in Chapter 16. Which of these dimensions do you feel you need to work on first? If you improved in the dimension(s) selected, what would the affect be?

dq 2

WEEK 7: MAINTAINING THE PARTNERSHIP

5151 unread replies.7474 replies.

Are customer complaints something a sales person should fear or is there something to be gained from embracing the complaints?

MKTG425 Week 1 Case Study Latest 2017 November

WEEK 1: CASE STUDY
LIBERTY MUTUAL
REALITY SELLING-MARCUS SMITH/LIBERTY MUTUAL CASE STUDY
Read the Reality Selling Case Study details in Chapter 2 in the text (beginning of the chapter and end of the chapter after the questions) and the Reality Selling Today Role Play 2, Liberty Mutual details in Appendix 1. Prepare a case study analysis using the Case Study Guidelinesin the Files section of the Course Menuto address how you can reach the call objectives noted at the end of the Role Play 2 details in Appendix 1. In your analysis, you should also address question 2-16 (end of Chapter 2 after the case details) within the analysis portion of the format.

OBJECTIVES
Formatting for the case study assignment will follow the case study guidelines, which you can download from Files. Please be sure that your submitted answer has a statement of the problem, summary of the facts, analysis, recommendation, and conclusion clearly identified. The way to do that is to include subheadings. If your answer is not prepared according to the case study guidelines, I will return it to you for editing and resubmission.

GUIDELINES
Your first case analysis is due this week and is a role play-based case study. You will complete an analysis of the Liberty Mutual (Reality Selling Today Role-Play 2), which is located in Appendix 1 of your textbook. In this scenario, you work for Liberty Mutual and you are working on a meeting with Pat Stanley, the import director for Farris Footwear, Inc. In order to analyze the case, please follow the Case Study Guidelines from Files when completing the assignment. Additional details about Liberty Mutual are available at the opening and closing of Chapter 2.

In your write-up, you are to address the call objectives noted at the end of the Role-Play Case Study in the Appendix. For this first case, you will be planning how you can meet your call objectives. To do this, consider all the information you already have, consider needs that many firm’s like Farris Footwear have, and consider the questions you will ask. How will you build rapport and establish trust or value? The thought process is endless, but focus on what will help you to reach your goals and objectives on this sales call.

The final paper will be three- to five-pages in length, double-spaced, APA formatted, with a cover sheet and references page. The reference and cover sheet do not count toward the page length. The paper must contain at least one citation from the textbook and one from an additional source (journal, newspaper, etc.).

Prepare your paper with the following sections.

1. Statement of the Problem

2. Summary of the Facts

3. Analysis

4. Recommendations and Conclusion

5. References/Bibliography

MKTG425 Week 3 Case Study Latest 2017 November

WEEK 3: CASE STUDY
STEELCASE
REALITY IN SELLING CASE STUDY: SELLING NEW PRODUCTS AT STEELCASE
Read the Reality Selling Case Study details at the end of Chapter 7 in the text and the Selling In Action (Effective Sales Letter Writing is a must) details in Chapter 6. Prepare a sales letter to your buyer at DeVry University that meets the criteria noted in the Selling In Action. In your sales letter, you should address the features, advantages, and benefits of the Personal Harbor Workspaces and Think Chairs created by Steelcase. Be mindful of your objective for the sales letter, which is to gain the buyer’s attention and gain the first meeting. For this assignment, you will not use the Case Study Guidelines in the Files section of the Course Menu. Your assignment will be in the form of an official sales letter. A sample format for a sales letter that uses letterhead is provided in your textbook Appendix 3, the Letter of Reference from The Principle Company.

OBJECTIVES
Formatting for the Case Study assignment will follow the Effective Sales Letter Writing details noted in Chapter 6. Your sales letter should contain the following, in order.

Letterhead or Sender’s Address
Date
Address of your Buyer
Salutation
Body of the Letter
Complimentary Close
Typed Name and Handwritten Signature of the Sender
Notation of Enclosures (if any)
For this assignment, typing your name and adding a typed written font similar to a signature is acceptable. Otherwise, you can digitally sign your letter or physically sign it and upload the scanned copy. A sample format for a sales letter that uses letterhead is provided in your textbook Appendix 3, the Letter of Reference from The Principle Company.

GUIDELINES
You are a sales representative for SteelCase. You are part of the advance sales team responsible for selling your firm’s line of the newest innovations, including the Think Chair and the Personal Harbor Workspace. Read the Reality Selling Case Study in Chapter 7 to gain some insights regarding your team and the products you represent. You and your team have already successfully secured a purchase from the local hospital. As a recent DeVry University graduate and Esteemed Alum, you feel that the Personal Harbor Workspace would be of value to the various DeVry Group campuses.

Your assignment is to write an effective sales letter to your instructor, who is the senior purchasing agent for DeVry Group. The goal of your letter is to get your instructor’s attention and create the desire to meet with you. The primary objective is to gain a face-to-face or phone meeting to begin building rapport and needs discovery. Assume that you have never visited one of the physical campuses yet; however, you understand how the academic environment is set up. You also know that the DeVry Group is very student-centric and focuses most of the resources to meet the needs of the students.

Review the Case Study details in Chapter 7 to gain details on the features of the Personal Harbor Workspace. You may need to do some additional pre-planning research on your prospective customer in order to determine what benefits the buyer may be looking for. In your sales letter, you should address the features, advantages, and benefits of the Personal Harbor Workspaces and Think Chairs created by Steelcase; however, these must be things that would be of interest or importance to the buyer. For example, if the chair comes in different colors, but you do not think the buyer would see a benefit in this, then you would not mention it in the letter.

You have a limit of one-page for this letter and you must complete your objective. This means you need to choose your words carefully; be clear, complete, and succinct. Remember, you are not selling the product at this time. You are simply introducing the idea and seeking an in-person or phone meeting. You must use one-inch margins, single-space, and proper spaces between elements of the letter. You will include any enclosures you wish as attachments to the letter. Enclosures do not count against your one-page limit for the letter. We will NOT have a work cited page for the letter as all content should be your own original work. Enclosures, if not original, should have correct APA citations included on them.

MKTG425 Week 4 & 7 Course Projects Latest 2017 November

GUIDELINES AND QUESTIONS FOR PART 1 DUE WEEK 4
Professional account managers (a.k.a. professional sales representatives) are often given accounts that have been previously managed by others. This occurs for reasons such as a colleague leaving the firm, promotion to a management position, territory realignments, and even a miss-match of communication styles between the buyer and the original sales representative. The first part of our project involves territory realignment for NewNet Systems, a Value-Added Reseller that provides B2B network products and services.

To begin, read the company details in Appendix 2 of your textbook. Following are the sections you should read carefully.

Introduction to Multiple Account Management Selling
Introduction to Your New Employer – NewNet Systems
Introduction to Your New Account Management Position
Introduction to Your NewNet Systems Account Reports (Contact Screenshots from the CRM Program)
After reviewing and understanding the scenario of your new position at NewNet Systems, go to Chapter 9 in your textbook. At the end of the chapter, you will find the details specific to this part of the Course Project. Read the Chapter 9 details, titled Developing and Qualifying the Account Database carefully.

Assignment Questions

1. Use the 20 new account CRM Contact Screenshots found in Appendix 2 to complete the metrics report (table) for your meeting with your manager Casey. The report should contain the following headings.

Anticipated Close Date
Account Name
Contact Name
Communication Style
Stage of the Selling Process
Anticipated Dollar Amount
Likelihood to Close
Forecast Sales (Anticipated Dollar Amount X Likelihood to Close)
Using your metric report and the details in each case notes section, prepare a written report for Casey regarding your analysis of the accounts.
1. Which contact(s) do you think you should ignore for now? Justify this recommendation.

2. Select accounts that you feel you need to focus on immediately. Justify why you selected these accounts.

3. How many accounts do you have at each stage of the selling process? (i.e., how many at prospecting, rapport, needs discovery, presentation, closed, etc.) Based on the number of accounts in each stage, and the amount of time spent on each account, how would you assess the effectiveness and efficiency of the previous representative’s account flow management (a.k.a. pipeline management)?

4. Which account(s) appear to have some legal or ethical issues to consider further? Describe what these issues might be.

5. From an overall perspective, what was the previous sales representative’s primary sales approach? In what ways does the previous sales representative appear to have been very successful with the accounts? What ways do you think the previous sales representative could have improved upon the effectiveness or efficiency of her pipeline management?

GUIDELINES AND QUESTIONS FOR PART 2 DUE WEEK 7
After you have finished assessing the details in your newly obtained client list, also called your book of business, you met with your manager, Casey. In your meeting, you discussed your report, which was Part 1 of the project (turned in during Week 4). Casey provided you with some feedback and has now asked you to take the steps in the planning process to work with these clients to meet an established quota.

Casey notified all of the accounts by e-mail that you will be contacting them soon. She wants to meet with you at the end of the week to discuss the pre-approach to your new contacts and discuss your strategies for moving them through the pipeline. Using the metric report you created in Part 1, and Chapters 10 through 15, answer each of the following questions in a report form for your meeting with Casey. For questions where you need to justify your answer, Casey has asked you to use sources to support your reasoning. These sources are to be cited in APA format.

Assignment Questions

1. Reflect back to the communication style assessment you completed at the beginning of the course. Each of the four styles is represented within the 20 accounts you are expected to contact and maintain. Using the details in Chapter 5 regarding adapting and flexing your style, consider how you will need to adjust your approach and communication style/delivery. Select one contact from each of the four styles and discuss how you will need to flex and adapt your approach to match that of the client.

2. From the potential sales total and closing likelihood, what is a fair sales quota to be set for the coming quarter? Justify your answer.

3. Which accounts have completed the needs analysis and discovery stage? Which accounts have high potential for closing but have not had the needs analysis completed yet?

4. Which account(s) seem ready to buy, even without a comprehensive needs analysis or product presentation? What concerns or threats exist from the eagerness of these accounts?

5. Which account is in need of a presentation and has a number of locations? How will your approach and process differ for this firm versus that of other firms? Explain your answer.

6. How might the closing date, likelihood of closing and forecast sales affect your plans to negotiate customer pushback (concerns and objections)?

7. Some of your customers do not appear knowledgeable about networks. How does this affect the approach to the close? What closing techniques are best to consider when customers do not fully understand the solutions they are buying?

8. Finally, you need to complete a pre-planning process for one of the 18 prospects you will be contacting. You cannot use the two accounts that have already purchased. You are to select one of the prospects to use for this part of your report.

1. Why did you choose this particular contact?

2. What are your call objectives for this contact?

3. How will you flex your communication style for this contact?

4. Will you be meeting with the contact via phone, Skype, or in-person? Explain your answer.

5. What approach or opening is most appropriate to build rapport with this contact?

6. What stage of the selling cycle is this contact in; what do you need to do to move the contact to the next stage?

7. What important details do you need that are missing from the notes or contact file?

8. What visual aids will be most appropriate and effective with this contact in the presentation stage? Even if the presentation stage has already occurred, discuss which visual aids are most effective. Justify your answer.

9. From the available details, what benefits is this contact looking for?

10. What buyer concerns, or push-back, is this contact most likely to present to you when you meet? How might you overcome the concern?

11. What motivation does this contact have to buy from you?

12. What type of close is most appropriate and effective for this contact? Explain your answer.

13. From your pre-planning process report, what do you need from your manager to help you get the account through the sales cycle and secure a long-term relationship?

MKTG425 Week 3 Case Study Latest 2017 November

MKTG425 Week 2 Quiz Latest 2017 November

Question 1 The CEO of SwiftLink spends one week each month going to sales appointments with various salespeople in the company. In addition to assisting the salespeople with presentations, a likely reason the CEO goes on sales calls is to

gather information on customer needs and preferences.

deduct mileage on his vehicle as a way to offset taxes.

undercut the salespeople in underperforming divisions of SwiftLink.

ensure that the salespeople do not give volume discount pricing.

trade information to customers in exchange for information on competitors.

Chapter 1, pages 18 and 19 (people who learn selling skills and why)

Question 2 Eric Villa obtained a license to sell real estate and then accepted a sales position with a local Century 21 agency. To prepare for this new position, he purchased and read a research report entitled “Buying Habits of Today’s Home Buyers.” Mr. Villa is most likely attempting to develop a

presentation strategy.

product strategy.

customer strategy.

relationship strategy.

price strategy.

Chapter 2, Strategic/Consultative –Selling Model Heading

Question 3 A newly-hired salesperson, Jun-Hee Kim, is taking over the sales territory of Arvin Vasquez, a salesperson for her company who is moving out of the area. Arvin left detailed notes on the clients he’d made contact within the CRM system, so Jun-Hee is reviewing these notes. Jun-Hee reads the following about Bob Costello:

“Bob is super-friendly and outgoing. He loves to deep-sea fish and goes on three trips a year to fish in the Caribbean. His wife is Carol and his kids are Taylor (4th grade) and Jordan (6th grade) (both girls). Bob’s buying focus is durability and price, and he expects a relationship with a trustworthy sales rep. Bob can be impatient and doesn’t like to waste time during meetings. He tends to maintain control and set the agenda.”

Based on this summary, what communications style does Bob Costello most likely have?

Sociable

Directive

Emotive

Supportive

Reflective

Chapter 5, Four Styles of Communication Heading

Question 4 The ultimate goal of the marketing concept is

product diversification.

customer satisfaction.

brand loyalty.

rising profit margins.

efficiency of production.

Chapter 2, Marketing Concept Requires New Selling Models Heading

Question 5 Discuss the advantages of having in-depth knowledge of your product. How does this knowledge improve personal selling? (15 points)

Question 6 At the beginning of Week 2, we completed an assessment of you primary communication style. What is your primary communication style? Describe the three details you agree with the most. Why do you agree with each one of the three listed? How have you applied, or can you apply, the new insights to improve your communication with others? Be specific and give at least one example.

What is your primary communication style?

Describe the three details you agree with the most. Why do you agree with each one of the three listed?

How have you applied, or can you apply, the new insights to improve your communication with others? Be specific and give at least one example.

MKTG425 Final Exam Latest 2017 November

1. (TCO 1) Candle-Mix, a supply house for scented and unscented tapers and other ceremonial candles to houses of worship, restaurants, and other establishments, has experienced a downturn in business in the last two years. Upon investigation, Kim, the owner of Candle-Mix, learns that the same candles that they sell are available from online retailers for at least 13% less. The firm will not be able to survive if customers continue purchasing from competing e-retailers. Candle-Mix maintains a storefront for selling candles but does not provide other services or products. What concerns should Kim have in regards to lowering prices to match the online retailers? (Points : 10)

she will sell out of her most popular candles

her high-quality candles may be seen as low-quality

customers will be buying from her day and night

she can expand into other countries

she will be too busy to spend time with family

Question 2. 2. (TCO 3) Mondelez Corporation is expanding into a new territory in which they are not as well-known as they are in their current territories. As part of this new push, the sales director decides to use a strategy that involves making aggressive cold-calls and hosting frequent educational seminars. How will the sales cycle in this new territory most likely compare in length to the cycle in the established territories of Mondelez Corporation? (Points : 10)

It will be shorter, because the salespeople will be calling prospects to introduce the company.

It will be shorter, because Mondelez Corporation will not have to overcome false impressions.

It will be longer, because the salespeople will have to introduce the company in cold calls instead of getting name recognition from prospects.

It will be longer, because consumers in the new territory have not expressed a need for Mondelez Corporation’s products before.

It will be the same, because sales presentations are independent of sales cycles.

Question 3. 3. (TCO 3) Robert Caruthers has just been hired by Kipler Company to replace a sales representative who is retiring after 40 years with the company. The older representative is training Robert on procedures and customers in his territory for three weeks before he retires, and Robert knows this is a huge opportunity to learn about the prospect base. When Robert asks which CRM system the company uses, the older representative says, “Everyone else here uses some computer program called Salesforce, but I won’t touch it. I know my customers like the back of my hand! I never needed to write anything down.” Robert becomes concerned. He used Salesforce in college and knows how vital it is to have customer information, sales records, preferences, and conversations recorded. Which aspect of the CRM process did the sales manager miss out on most by the retiring representative’s non-use of Salesforce? (Points : 10)

Accurate reports for forecasting and projected client revenues.

Personally knowing the names of the clients.

Ensuring all sales team members worked the same way.

Keeping the organizational culture in sync.

Full disclosure reports for ethics training and corporate compliance.

Question 4. 4. (TCO 4) George Kline is a sales representative for Southern-Swim, a swimming pool service and supply company. Southern-Swim sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Southern-Swim sells to both consumers and businesses. George has noticed that many of his customers become very frustrated with him when he attempts to use needs assessment, problem solving, or relationship building techniques. These customers typically know what product will meet their needs. What should George most likely do when faced with such customers? (Points : 10)

Highlight product benefits more than product features.

Ask the customer questions to identify unspoken wants.

Focus on the purchase stage of the buying process.

Spend more time building rapport with the customer.

Rework the presentation script to focus more on emotion.

Question 5. 5. (TCO 4) Chun Tai is a sales representative for Southern-Swim, a swimming pool service and supply company. Southern-Swim sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Southern-Swim sells to both consumers and businesses. Chun has noticed that many of his customers become very frustrated with him when he attempts to use needs assessment, problem solving, or relationship building techniques. These customers typically know what product will meet their needs. Chun positions certain swimming pool accessories, such as slides and diving boards, to appeal to baby boomers with grandchildren. Which influence on buying decisions is most important in this situation? (Points : 10)

role

culture

social class

reference group

organizational culture

Question 6. 6. (TCO 5) Women’s swimwear designer Keli Muan’a designs high-end swimsuits. The suits are sassy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Debbie Clark sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines. Which of the following is a confirmation question Debbie could ask a boutique buyer? (Points : 10)

Can we arrange delivery fornext Wednesday?

Are the limited sizes of the other swimsuits you carry affecting sales?

What are the shapes and sizes of the guests at the resort?

So, the swimsuit lines you currently stock do not sell to larger or older customers?

What if we could give you a line to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?

Question 7. 7. (TCO 5) Northern Fire Big Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by cities and counties to clear roads during snowstorms. Josh Andrews is the senior regional sales manager for New England. Josh goes into a meeting with the sanitation director of a large U.S. city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city’s plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director. Based on what Josh learns during the discussion, he realizes that the director has some unique equipment needs that may involve developing a custom machine. Josh will most likely need to: (Points : 10)

ask more closed questions

recommend a competing product

develop a complex sales package

use persuasive communication skills

engage in product configuration

Question 8. 8. (TCO 6) GoodYear Tires, Inc. designs and manufactures tires for the trucking industry. Their products include tires for semi-cabs as well as tractor-trailers of various sizes and weight limits. Ron, a sales representative for GoodYear, is meeting with a trucking company that delivers primarily lumber and other supplies to home improvement and construction retailers. Ron realizes that the trucking company can purchase tires from other tire companies. With this in mind, he should most likely: (Points : 10)

promote GoodYear as the industry leader even if this is untrue

ignore the features and benefits of the lowest-priced competitor

point out quality problems with the firm’s current tire provider

highlight the drop in prices of GoodYear tires in the last five years

focus on favorable differences between GoodYear tires and the next-best alternative

Question 9. 9. (TCO 6) Jorge Ortez works at the MittleRx Cosmetic counter at a high-end department store. His job is to give prospects a facial and makeover using MittleRx products and then sell them the products he used. Jorge always says that he’s “in the business of making women feel good about how they look.” The proof device Jorge is most likely to use is: (Points : 10)

FDA safety ratings for the ingredients used in the products

the makeover itself

testimonials by the other MittleRx sales representatives at the counter

survey results of satisfied MittleRx users

a tour of the manufacturing facilities

Question 10. 10. (TCO 6) Jack Wilson is a junior sales representative for a large equipment manufacturer. Kesha Waters, a senior sales representative, has requested that Jack help her to prepare a sales presentation for a new prospect. Jack and Kesha make a second call on a client to present the proposal. After thanking the prospect for agreeing to a meeting, Kesha says, “I would like to accomplish three goals during the time you’ve given us today.” Which approach is she most likely using? (Points : 10)

customer benefit

referral

premium

agenda

survey

Page 2

Question 1. 1. (TCO 8) Eagle Enterprises is a design company that sells office equipment, layout and furnishing packages to builders and developers. Bo Hernandez is a trade sales representative with Eagle Enterprises. As a trade sales representative, he promotes the company and its products to brokers who have their sales representatives selling Eagle’s designs, equipment and furnishings to clients. A large part of Bo’s job involves attending industry trade shows and working at the Eagle Enterprises booth at the exhibit hall of the trade show. Since Bo covers both trade shows and resellers, it makes most sense for him to organize his territory by: (Points : 10)

date of trade show and location of reseller

date of trade show and complexity of reseller

time zone of trade show and time zone of reseller

size of trade show and size of reseller

size of trade show and zip code of reseller

Question 2. 2. (TCO 8) Calico Computing is a firm that sells software integration and infrastructure packages to schools and universities. Georgia Redding is an inside sales representative with Calico Computing. As an inside sales representative, her sales presentations are made via webinar. She reaches clients and prospects by phone, email, and instant messaging, all from her home office. According to Georgia, the best thing about her job is having a fulfilling professional career but never having to commute to an office. Georgia needs to organize her territory. Which categories would make the most sense for her to use to organize her territory to schedule her calls most efficiently? (Points : 10)

zip code and type of organization

time zone and size of organization

time zone and zip code

zip code and contact’s position in the organization

area code and contact’s position in the organization

Question 3. 3. (TCO 7) Tommy DesDain is the sales representative for the Holiday Zoo. He sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. Tommy has just finished negotiating all the details of Carole Madison’s upcoming wedding reception and is preparing to close the sale. Carole is considerably interested in having her wedding at the zoo but seems to need help envisioning the process and benefits. Which of the following is a signal that Carole is ready to sign the contract to book the reception? (Points : 10)

She looks at her watch.

She checks her phone for messages.

She asks, “How much do I need to put down now to reserve the date?”

She asks, “Why don’t you offer pre-set desserts?”

She says, “The country club offers a chocolate fountain at no extra cost.”

Question 4. 4. (TCO 7) Gina Robertson is a sales representative with Coast-to-Coast Trans, a company that provides full service chartered flights—airplanes, pilots, staff, and services—to client groups. She has just closed a large sale of several flights each week for four months to a service organization of college students. The students are sent on work service projects all across the United States. The first flights will begin one week after the closing date. After the first flight, Gina would most likely build a long-term relationship with the new client by: (Points : 10)

e-mailing a new flight schedule

sending an online customer service survey

calling the client to ensure satisfaction with the flight

requesting referrals from the client to engage in upselling

checking with the billing department to make sure the client was invoiced

Question 5. 5. (TCO 7) Ana Lexington is the director of Membership Programs for the St. Louis Museum. She develops the programs and sells them to museum visitors. The programs are tiered and include discounts and special member-only deals. Ana has seen research showing that members who are contacted “meaningfully” at least once a month are more likely to renew their memberships. What form of contact would museum members be most likely to find meaningful each month? (Points : 10)

an automated phone call thanking them for their museum membership

an email invitation to an upcoming special event for museum members

a refrigerator magnet with a picture of a museum exhibit on it

a phone call from another museum member requesting donations

a postcard with reminders of the museum’s hours of operation

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Page 3

Question 1. 1. (TCO 2) Our textbook discusses three channels of distribution that employ sales professionals. Discuss the main components of the Business-To-Business Channels. Which career opportunity within this channel do you see yourself working in? Explain why you chose this option. (20 points) (Points : 20)

Question 2. 2. (TCO 8) List the four dimensions of opportunity management. How would you describe your time management skills? List the four time-saving techniques used by time-conscious people and describe how you can use each to increase your time management. (20 points) (Points : 20)

Question 3. 3. (TCO 4) Ron Hall is a customer service representative responsible for selling time-shares to a new family resort on the Orlando Florida Universal Studios property. Assume that Ron’s buyer is a married father of two children, an executive at Proctor and Gamble and has a dominant communication style. How should Ron plan to approach this buyer? What features and benefits will most likely appeal to this buyer? What type of selling tools will help make the demonstration most effective? (20 points) (Points : 20)

Question 4. 4. (TCO 2) What are the major differences between Sales and Marketing? What can Sales and Marketing do to better coordinate their activities? (20 points) (Points : 20)

Question 5. 5. (TCO 1) Describe the evolution of strategic selling. What are the four broad strategic areas in the Strategic Selling Model? How do value-added selling strategies enhance personal selling? (20 points) (Points : 20)

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