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A company that has a customer-centric point of view puts what at the center of its activities?


A) information technology (IT)
B) profitable customer relationships
C) sales strategy
D) problem solving
E) the product

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A buying center is most often:


A) a committee formed to meet to make a purchase decision or decisions
B) a group of people who perform the purchase decision roles without a formal structure
C) a department that controls all purchases for a given company
D) a person,usually a controller or purchaser,who has the final say in a purchase decision
E) a warehouse or facility the receives all the purchases for a company and forwards them to the person who ordered them

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Recently,ADV computers started advertising that all their laptops contain Medula processors.This is an example of:


A) multi-selling
B) a marketing alliance
C) a value-added reseller
D) an extended sales effort
E) a B2B sale

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A good CRM software system allows managers to track all of the following EXCEPT:


A) monthly sales forecasts
B) interactions between customers and customer service representatives
C) salesperson call volume
D) customer purchasing history
E) industry growth forecasts

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Use of an electronic data interchange (EDI) system is most appropriate for which type of buying situation?


A) a new buy
B) a modified re-buy
C) a straight re-buy
D) facilitative
E) integrative

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List the main steps of the buyer's purchase process.Are there certain buying situations that alter this process? In what ways?

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The decision-making process is: problem ...

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The goal for sales representatives and managers is to establish and maintain long-term sales relationships with all their customers.

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Computing a customer's lifetime value is:


A) both complicated and necessary
B) too complicated to be worth it except for the biggest customers
C) complicated,but possible with the assistance of special software
D) simple,but vital to knowing how much time to spend with the customer
E) simple to do,but not important for customer relationship management

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In the purchase process,another name for "decision maker" is "purchaser."

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In the normal purchase process,the buyer identifies a problem,searches for information,evaluates alternatives,makes a purchase decision,and reevaluates the purchase once it's made.

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What is an extended selling team? What are the advantages of an extended selling team in a selling situation?

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An extended selling team is a ...

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A company can plan its sales strategy,including how much contact to make and money to spend on a customer if:


A) the customer agrees to award the company a sole source supplier contract
B) the customer is forthcoming about its buying needs
C) the company invests in external research about the customer
D) the company follows all standard sales processes
E) the company has calculated the customer's lifetime value

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Determining a customer's lifetime value can help determine how much time and how many resources should be put into that customer.

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What is the difference between an in-supplier and an out-supplier? What advantage does an in-supplier have over an out-supplier?

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An in-supplier is an approved vendor tha...

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Software that tracks the profitability of individual sales and groups of sales allows managers to do all of the following EXCEPT:


A) drop product lines or customers that do not make the company money
B) analyze how much each sale or customer costs the company
C) prevent salespeople from making unprofitable deals
D) compensate salespeople on profits,not total sales
E) access key decision-makers they have not previously been able to contact

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The marketing manager at Norgren Windows would like to buy software that allows her to track the return on the ads she places in trade publications.She asks her assistant to contact software suppliers and get demonstrations of their software along with pricing and purchase options.Once her assistant has obtained and summarized the information,the marketing manager emails the info to the head of IT to see if he has any opinions about which software she should buy.After receiving feedback from the head of IT,the marketing manager makes her decision about which software to buy,and asks her boss,the VP of sales and marketing,to sign off on the decision. Which of the following roles does the head of IT play in this sales process?


A) decision maker
B) gatekeeper
C) controller
D) influencer
E) user

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Why is a salesperson's relationship with each business-to-business customer so important?


A) A good salesperson focuses on all customers equally as a matter of integrity.
B) Each business-to-business customer represents a higher percentage of a salesperson's total business.
C) Each business-to-business customer is the source of referrals,and referrals are essential to building a sales business.
D) Customer retention policy states that salespeople must provide follow-up service as a way to increase customer satisfaction and increase the volume of sales.
E) If a salesperson does not maintain a good relationship with each customer,that customer may leave the company and tell others to leave the company as well,starting a domino effect.

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CRM software helps firms understand how to increase income.Directly after management understands this stage,how does their understanding of the process increase?


A) They understand that managing customers creates more lifetime value from those customers.
B) They understand that careful routing of sales calls and assignment of territories can increase revenues significantly.
C) They understand that mistakes they've made in the relationship can be remedied by face-to-face contact.
D) They understand that they can find ways to maximize profits by managing customer relationships.
E) They understand that finding new business is a repeatable process.

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Explain multi-level selling.How can it strengthen a sales relationship?

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Multi-level selling consists of having s...

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The difference between a straight re-buy and a modified re-buy is that in a straight re-buy the customer does not solicit information from other vendors or products.

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