Selling Building Partnerships 11th Edition Stephen B. Castleberry - Solutions

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If Ms. Maynard wants to build a rapport with Ray Perkins, what behavior should she display?
If Ms. Maynard displays the characteristics of the Directive communication style, how should Ray conduct himself during the meeting? Be specific as you describe those behaviors that would be admired by Ms. Maynard.
Myers-Briggs Personality Types and Jungian Personality Types are two very popular descriptions of the concepts in this chapter. Using your search engine, access the Internet sites that refer to these concepts. Type in “Jungian + personality profiles” to access the Jungian personality types. To
To assess your ability to style flex, assume you are going to make four sales calls on customers displaying each of the four communication styles. For purposes of illustration, consider your first call is on an Emotive customer with a communication style like Jay Leno. The second call is on a
Many salespeople, after being introduced to communication style concepts, attempt to categorize each of their customers. They report that their relationships become mutually more enjoyable and productive. Select four people whom you know quite well (supervisor, subordinate, customer, teacher,
Self-awareness is important in personal selling. As we get to know ourselves, we can identify barriers to acceptance by others. Once you have identified your most preferred communication style, you have taken a big step in the direction of self-awareness. We have noted that self-ratings can
Communication or Behavior Styles is one of the most popular training programs.Worldwide, 47 million people have participated in the Wilson and DiSC programs. An understanding of communication styles assists us in building better personal and business relationships. As indicated in this chapter, the
Explain the statement, “Your greatest strength can become your greatest weakness.”
What do you understand by mature and immature dimensions of communication style?
What are the benefits to the salesperson who understands communication style?
Explain the meaning of communication style bias and describe its effect on selling.
Identify the relationship between adaptive selling and communication style.
Mymktlab Only – comprehensive writing assignment for this chapter.
How is our self-image formed? Why is a positive self-image so important in personal selling?
Defend the statement: “Successful relationships depend on a positive self-image.”
What are some precautions to take when preparing a meeting with a foreign-born prospect?
How differently would you behave when dealing with a return client versus a new client?
Is it ever appropriate to touch your client other than with a handshake? Explain your answer.
Review the four key groups of people that the relationship strategy should encompass.Under each group list the various individuals who would fit into each group.
Why should real estate salespeople spend time developing a relationship strategy? What might be some long-term benefits of this strategy?
It is pointed out in this chapter that clothing communicates strong messages. In this exercise, you become more aware of whether or not your clothes communicate the messages you want them to communicate.a. Make a chart like the one that follows:ITEM OF CLOTHING WHAT I WANT MY CLOTHES WHAT OTHERS
Move quickly through the following list of traits. Use a check mark beside those that fit your self-image. Use an X to mark those that do not fit. If you are unsure, indicate with a question mark._____ I like myself. _____ I trust myself._____ People trust me. _____ I often do the wrong thing._____
In October, people of the Hindu religion celebrate Diwali, the festival of lights. The festival of lights is one of the most important and most beautiful Indian festivals. Rick Saulle, a pharmaceutical sales representative employed by Pfizer, knew that one of the most important physicians he called
The partnering style of selling is emphasized throughout the book. To gain more insight into the popularity of this concept, use one of your Internet search engines to key in the words “partnering selling.” Notice the large number of documents related to this query.Click on and examine
What are the major differences between verbal and nonverbal messages? Why are nonverbal messages more powerful?
List the etiquette rules for building customer relationships.
How does the concept of empathy help sales personnel develop relationships and add value to them?
Mymktlab Only – comprehensive writing assignment for this chapter.
Why is the topic of business ethics receiving so much attention today?
Imagine you were a salesperson for Mattress Firm, just like Edith Botello. A customer walks into your store and, after awhile, shows great interest in a specific Tempur-Pedic.When it comes to the price, the customer mentions that your competitor across the street offered him exactly that mattress
Revenue-based incentive compensation plans, by their very nature, pressure sales representatives to generate high sales, which might cause unethical sales practices. How could an incentive compensation system be designed that stimulates sales generation, but safeguards ethical sales behavior at the
For retailers such as Mattress Firm, what are the major areas that should be covered in a company policy on ethics?
Put yourself in Edith Botello’s place as a sales representative selling mattresses. Can you imagine situations in your job that might challenge your ethical conduct?
How does the evaluative focus of trust change with the type of sales?
Assess how salespeople’s personal values can influence their treatment of an ethical code of conduct.
How can companies infuse ethical conduct in salespeople?
Why does a high emotional intelligence indicate greater chances of success for salespeople?
Mymktlab Only – comprehensive writing assignment for this chapter.
Briefly describe why organizations are moving toward strategic account management.
Why would it be important for the marketing-support personnel (marketing research, product managers, advertising and sales promotion, et al.) employed by Liberty Mutual to understand personal selling? Can you describe any marketing-support people who would benefit from the acquisition of
Value-added selling is defined as a series of creative improvements in the sales process that enhance the customer’s experience. Describe the various ways that Marcus Smith can create value for his customers.
What prescriptions of the relationship strategy (see the Strategic/Consultative–Selling Model) have been adopted by Marcus Smith? Describe why a relationship strategy is especially important in personal selling.
Does it appear that Smith has adopted the three prescriptions of a personal selling philosophy?(See the Strategic/Consultative–Selling Model.) Explain.
Sharon Alverez has been teaching college biology courses. She is offered a position selling pharmaceutical products. This position requires that she call on doctors and pharmacists to explain her product line. Describe the similarities and the differences between personal selling and teaching.
What is transactional selling and why is it losing popularity?
Differentiate between strategy and tactic.
What is the marketing mix? Personal selling is a method under which element of the marketing mix?.
Mymktlab Only – comprehensive writing assignment for this chapter.
What skills are particularly important for Alex’s sales job? Which of the four major sources of sales training outlined in this chapter would you recommend for acquiring those skills?
Discuss different ways in which Alex can actively generate good customer referrals.
Describe how Alex uses personal-selling skills in utilizing existing knowledge and gathering new information from the customer in order to advance the sales process.
Put yourself in the position of Alex Homer. What might be the most rewarding and the most adverse aspects of his sales job?
Does it appear that Tom James and Alex Homer have a personal-selling philosophy like that described in this chapter? Provide examples that support each of the three prescriptions.
Shelly Jones, a vice president and partner in the Chicago office of the consulting firm Korn/Ferry International, has looked into the future and he sees some new challenges forsalespeople. He recently shared the following predictions with Selling Power magazine:a. Salespeople will spend more time
For each of the following job classifications, list the name of at least one person you know in that field:a. Full-time person who sells a serviceb. Full-time inside wholesale salespersonc. Full-time manufacturer’s salespersond. Full-time retail salesperson Interview one of the people you have
Who are customer service representatives? What are their duties?
How do sales jobs function along a “channel of distribution”?
What do you understand by Selling 2.0? List the various information technology tools.
According to the Strategic/Consultative Selling Model (see Figure 1.1), what are the three prescriptions for developing a successful personal-selling philosophy?
Does personal selling increase customer satisfaction and willingness to purchase a product?
What is selling?AppendixLO1
Why should you learn about selling even if you do not plan to be a salesperson?AppendixLO1
What is the role of personal selling in a firm?AppendixLO1
What are the different types of salespeople?AppendixLO1
What are the rewards of a selling career?AppendixLO1
There are many different go-to-market strategies. For which of the following products and services do you think a sales force–intensive strategy would probably not be used? Why? Make any assumptions needed and list your assumptions in your answer.a. A diesel tractor-trailer repair and service
In Building Partnerships 1.1 you read about how important selling is to a company specializing in lobbying in Washington, DC. Identify two key lessons you learned from reading that story.Comment on each of the following statements:a. Salespeople are a thing of the past because buyers can learn all
Margaret Pederson has been working as a retail clerk at a store that sells dance supplies (shoes, apparel, training aids, and accessories) for three years and is considering taking a field sales job with Bloch (see https://us.blochworld.com/ ). The job involves calling on retailers selling the
April Winnes worked her way through her community college degree by selling Avon cosmetic products to her family and friends, primarily through hosting parties in friends’ houses. She has done well in the job and is one of the top salespeople in her district. Last week L’Oréal offered her a
Poll at least five students who are not taking your selling course (preferably those who are studying a different area in college). What are their opinions about salespeople? How accurate are their opinions based on what you’ve read in this chapter?AppendixLO1
Think about what you want in your first job out of college. Based on what you know so far from this chapter, how well does selling match your desires in a job?According to the text, some sales jobs are located as inside sales instead of field sales. List five advantages that inside salespeople
Sales Technology 1.1 introduced how sales technology can help salespeople.Identify two reasons why salespeople might be reluctant to adopt new technologies like the system described in Sales Technology 1.1.Assume you are a sales manager and you need to recruit someone for the following sales
Why do salespeople need to develop their own codes of ethics?AppendixLO1
Which ethical responsibilities do salespeople have toward themselves, their firms, and their customers?AppendixLO1
Do ethics get in the way of being a successful salesperson?AppendixLO1
What guidelines should salespeople consider when confronting situations involving an ethical issue?AppendixLO1
Which laws apply to personal selling?AppendixLO1
There are certainly many ethical and legal issues in selling, as this chapter demonstrates. Do you think there are more ethical and legal issues in selling than other jobs, such as accounting, finance, retail store management, or the like? Which issues raised in the chapter are likely to be
Do you think that social media and the Internet have made companies more or less ethical? Why?AppendixLO1
What’s the difference between manipulation and persuasion? Give two examples of what would be considered manipulation and alternatives of acceptable persuasion.Then describe how your examples of manipulation might fall into the realm of illegal activity and under which law or laws.AppendixLO1
CRM technology provides salespeople with a lot of data about their customers. How might that lead salespeople to cross the line from persuasion to manipulation? How might that technology be used to promote ethical behavior?AppendixLO1
In the chapter, we described how Mark Dean fired a salesperson because the salesperson added features to sales contracts that were not authorized by customers. What triggered Mark’s suspicions were a couple of calls from customers questioning the additions on their invoices, but it was Mark’s
Some professors believe that ethics cannot be taught; only laws need to be taught. Do you agree? Why or why not? What do you think Jessica Lehrer’s (in Building Partnerships 2.1) answer would be to this question? Why? Would her answer differ from that of someone who sells to consumers?AppendixLO1
Reread From the Buyer’s Seat 2.1. What does Bob Rudman mean by “no free money”? People talk about money being a pie that can only be cut up so many ways.How does that analogy apply to Rudman’s statement? Or does the analogy apply only sometimes, and when would that analogy not hold
Your customer asks what you think of a competitor’s product. You know from experience with other customers that it is fine for low volumes of usage, but given this particular customer’s needs, you expect that the volume would lead to a lot of breakdowns. How do you respond? Be specific about
Using the scenario from question 8, you have a product that competes directly against the competitor’s product brought up by the customer and costs about the same—do you bring up the costs? Your product that serves the customer’s needs best costs 20 percent more and you know that budget is an
One of our students, whose father sells million-dollar equipment, shared the story of how his family was able to spend their vacation on a private Caribbean island—no exaggeration—as a guest of one of his father’s clients. While that may be extreme, what might the ethical issues be with
For each of the following situations, evaluate the salesperson’s action and indicate what you think the appropriate action would be:a. A salesperson copies all of the customer contact information from the customer information software onto a thumb drive, then quits his job. He then page 54 joins
What are the different types of customers?AppendixLO1
How do organizations make purchase decisions?AppendixLO1
Which factors do organizations consider when they evaluate products and services?AppendixLO1
Who is involved in the buying decision?AppendixLO1
What should salespeople do in the different types of buying situations?AppendixLO1
Which changes are occurring in organizational buying, and how will these changes affect salespeople?AppendixLO1
Assume that the federal government is going to make reducing obesity a major priority. The process it has adopted includes reducing sugar content in children’s cereals, making vegetables more palatable, and reducing fat in the overall diet.Identify three product categories (not including
Read Building Partnerships 3.1. Camille Sandler and Taylor Dixon describe how they classify buyers and alter their approaches accordingly. Why do their models differ? What are some other ways they could classify buyers? How can Camille work with a contracting department run by someone who is not
Assume you are a salesperson selling to OEMs in the food processing industry. How would the purchasing decision process differ in the following situations? Which situation is a new task? A modified rebuy? A straight rebuy? How likely is the buyer to get other people in the organization involved?
What are the basic elements in the communication process?AppendixLO1
Why are listening and questioning skills important?AppendixLO1
How can salespeople develop listening skills to collect information about customers?AppendixLO1

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Selling Building Partnerships 11th Edition Stephen B. Castleberry - Solutions

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