Developing a long-term relationship that focuses on solving the customer’s buying problems is referred to as partnering

/in /by

Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers_ These behaviors help Andrew build trust with his customers because they perceive him as:

compete C)dependable C: candid

C.:. likeable

2 1.11.fhich the following best describes the process of strategic prospecting?

OThe process of generating leads

OThe process of locating new customers

OThe process of turning prospects into customers

°The process of identifying, qualifying, and prioritizing sales opportunities

3 With respect to the sales training process, after Brenda is done assessing the sales training needs she should begin working on:

°Setting training objectives Performing sales training

°Setting the sales training schedule
Evaluating training alternatives

4 By demonstrating effective listening a salesperson is able to do which of the following?

Help build the buyers trust

Always uncover two or three explicit needs

Beat out the competition

Convince the buyer that the salesperson s product is best

 

5 JoAnn has a website for her business_ She advertises her business on a number of online services but she is not sure which ones are driving traffic to her website and which are not worth the money for advertising The best thing for JoAnn to do is:

Only advertise 1 or 2 places and see if her sales go up or down

Use a service such as Google Analyticse to determine what websites and searches are bringing traffic to her site

Buy advertising everywhere

All websites are public so there really is not a way to determine how people find a vvebsite.

6 Which of the following is all acceptable method of negotiating the price objection?

OApologize for the product’s high price

(1) Make price the focal point of your presentation Focus on an individual product feature

(1) Clarify the link between price and quality

7 You have a business that you want to set up on Facebook–ei. What is the best way to drive traffic to your business using Facebook?

Use a lot of hashtags with your business name.

°Create a profile using the name of your business.

Facebook® does not have business options and only personal profiles are allowed Create a business fan page.

 

8 The primary goal of a  presentation strategy is to influence the prospect’s beliefs. attitudes. or behavior. and

to encourage buyer action.

sensory

reminder

°value

persuasive

9 Developing a long-term relationship that focuses on solving the customer’s buying problems is referred to as

partnering

§  transitioning

consulting

§  selling

10Working to reach an agreement that is mutually satisfactory, to both buyer and seller is also called

0 negotiation 0 tactics

0 agreement

0 practice theory

11 A series of creative improvements in the sales process that enhance the customer experience is known as

Ovalue-added selling

relationship modeling Qcustomer-oriented sales C:. transactional selling

 

12 Conveying interest and understanding is the objective of which active listening component?

Evaluating (1) Interpreting (:)Responding °Sensing

13 Which of the following is true with respect to negotiations in foreign cultures?

German buyers are unlikely to look you in the eye

It is sometimes advisable to become antagonistic during negotiations Business rituals are largely the same across cultures

Different cultural expectations can cause miscommunication

14A customer has a negative experience at yOLI1 business and writes about this on a social media review site V.Ihat is the best thing for you to do?

Never admit responsibility and divert blame_

Post your reasons for not meeting their expectations Ignore it_ People don’t take those sites seriously

0 Respond calmly and don’t take it personally.

15 Steve is looking for a way to analyze customer data from his territory in an effort to identify new opportunities for sales revenue growth  could help Steve with this task

Sales call auditing software

0 Deal analytics

0 Cloud computing

°Customer Relationship rvlanagement

 

16 John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation’s sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days_ By the time the machines were delivered by Hoseke Corporation_ they were a full week late John Bieland sends an email to Lindell, ceing the CEOs of Great Lakes ivlanufacturing and Hoseke Corporation ex.pressing his dissatisfaction_ What should Lindell offer to John to rectify the situation?

Lindell should discount any further purchases by half.

°Lindell should send John 2 new machines

Lindell should refund John’s money.

° Lindell should consult with John to find out what would help him regain trust in Lindell and Hoseke Corporation_

17 Which statement is most likely true about the communication-style model?

Emotion and dominance are the two primary dimensions. It is based on a highly accurate self-rating system.

Olt is composed of 4 distinct quadrants_

It is based on 3 important dimensions of human behavior

18 In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

°competitor knowledge

§  assertiveness 0 trust

§  adaptability

 

19 When a customer service problem requires an apology a salesperson should most likely

Delegate the task to a customer service representative OCall the customer personally

oSend a text message to the customer

oSend a prompt email to the customer

20 The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to

cDcomplete the call card form

§  request referrals for other prospects

o  determine if the customer is satisfied

I: introduce related products

21 ‘Smart” sales-force automation tools that analyze data on past customer behavior, cross-selling opportunities and demographics to identify areas of opportunity are referred to collectively as?

Deal analytics

CRM

Sales force automation

CI Cloud computing

22 Relative to Americans, Canadians are more likely to be:

CI Bilingual and formal

O Sociable and casual

·      Happy and casual

·      Educated and informal

 

23 Anthony is a purchasing agent for a hospital One day the hospital receives a shipment from one of its suppliers with several items missing Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful_ Anthony calls the supplier again the next day but talks to a different customer service representative_ This customer service representative is not as friendly and not as helpful Which of the following describes the problem the supplier has with customer service?

:The second customer service agent needs more training

oCustomer service people are hard to train

The quality of the service provided is inconsistent across customer service agents 0 The first customer service agent set an unrealistic expectation

24 Managing an organization’s personal selling function to include planning, implementing, and controlling the sales management process is called

0 Sales control

0 Sales leadership

0 Sales management

0 Sales supervision

25 When a prospect has voiced an objection, it is most likely best for the salesperson to:

Suggest postponing the negotiations

0 Divert attention to a product feature

0 Clarify the true nature of the problem

0 Deny the accuracy of the objection

 

26 Steve is a salesperson who is responsible for selling only two of his company’s 15 products. Steve is working in a sales force

0 Specialized 0 Centralized 0 Decentralized

Geographic

The most likely reason for salespeople to make follow-up telephone calls to customers is that:

0 follow-up calls are more efficient than e-mails

0 the customer may place repeat orders during a phone call

0 sales managers cannot make all the calls themselves

0 customer service representatives cannot be trusted to make the calls

2E1 The most widely used system for dividing responsibility is to organize the sales force on the basis of:

Customers

0 Geography 0 Markets

0 Products

29 In order to better understand their own product’s position in the market place, salespeople need:

C)To be candid_

To be customer oriented_

CA high degree of customer knowledge_

OA high degree of competitor knowledge_

 

30 Steve is a salesperson for XYZ Corporation His territory includes 60 established accounts which he calls on regularly Although Steve is supposed to allocate some time to prospecting. he’d rather call on his existing accounts Like man% salespeople in his position Steve resists prospecting because:

He is afraid of rejection_

§  He’d rather use his spare time for paperwork.

He doesn’t believe its necessary_

§  His established accounts are too important.

William Glasser Model Of Rational Choices

/in /by

Student Presentation of Classroom Discipline Models

 

Each student will prepare (as a member of a small group) a formal presentation designed to comprehensively teach the model to the class. The classroom discipline model presentation should demonstrate:

 

a) Content: A thorough and accurate understanding and communication of the content t in the text including the basic premise, a thorough knowledge of the model’s author(s) as evidenced by information derived from readings and research, discussion of the central features of the model, including contributions to discipline, central focus, principle teachings, analysis/views on discipline, reflections, strengths, and terminology. You will be required to disseminate at least one journal article for your peers to read about your discipline model. It is to be uploaded to D2L a week prior to your presentation.

 

b) Accuracy of content: Make sure that information is obtained from legitimate and reliable sources (as opposed to advertisers or manufacturers of the products).

 

c) Organization of information and quality: The ability to organize and present the information to the class in a thorough, meaningful, and interesting manner. Handouts will be a required component of this activity, but no formal paper is required. You can upload your handouts to D2L, but it must be at least 12 hours in advanced.

 

d) Presenters’ evaluation and learning experience: Evaluative information and learning experiences based on the presenter’s actual use of the components of the model in a classroom/school or other applied setting.

 

e) Presentation method and visual aids: A formal presentation normally includes visual supports but make sure that you do not read everything from your visuals. If using a Power Point, make sure that they meet the criteria for effective presentations to enable distance site learner read the materials easily.

 

f) Team work: All students who work in the group together need to collaborate and complete their fair share of work. They all will receive the same grade of the group presentations. If there are any problems or concerns regarding any aspect that would affect presentation quality, please speak with me.

• Evaluate any gaps in the knowledge and skills assessed.

/in /by

The purpose of this assignment is to explore how leadership is formally evaluated in different organizations. In this assignment, examine and analyze the process used to evaluate leaders in a specific organization. Obtain a copy of a leadership performance appraisal form from an organization. To do so, contact an organization’s human resources department or conduct an Internet search. Once you have obtained a sample form:

• Provide a summary and overview of the form.

• Evaluate any gaps in the knowledge and skills assessed.

• Compare the form to the different techniques used to measure leadership effectiveness.

• Identify what the organization could do to improve the leadership evaluation process and make recommendations for improving the process.

Your paper should be three to four pages in length (excluding the title and reference pages). Your paper must be formatted according to APA style and it must include citations and references from the text and at least three scholarly sources.

Grading Rubric:

Distinguished – Provides a thorough summary and overview of a leadership performance appraisal form.

Distinguished – Thoroughly evaluates the gaps in the knowledge and skills assessed.

Distinguished – Thoroughly compares the form to other techniques used to measure leadership effectiveness. Distinguished – Identifies and thoroughly recommends how the organization could improve the leadership evaluation process.

Distinguished – Uses appropriate, pertinent, and persuasive content to discover and develop sophisticated ideas within the context of the discipline, shaping the work as a whole.

Text

Warrick, D.D. (2016). Leadership: A high impact approach [Electronic version]. Retrieved from https://content.ashford.edu

Recommended Resources

References

Bennis, W. G. (1989). On becoming a leader. Reading, MA: Addison-Wesley.

Chaplin, J. P. (1974). Dictionary of psychology. New York, NY: Dell.

Charan, R., Drotter, S., & Noel, J. (2001). The leadership pipeline: How to build the leadership-powered company. San Francisco, CA: Jossey-Bass.

Collins, J. (2001). Good to great: Why some companies make the leap…and others don’t. New York, NY: Harper Business.

Connelly, M. S., Gilbert, J. A., Zaccaro, S. J., Threlfall, K. V., Marks, M. A., & Mumford, M. D. (2000). Exploring the relationship of leadership skills and knowledge to leader performance. The Leadership Quarterly, 11(1), 65-86. doi:10.1016/S1048-9843(99)00043-0

Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. New York, NY: Bantam Books.

Hesselbein, F. (2002). Hesselbein on leadership. San Francisco, CA: Jossey-Bass.

Kanter, R. M. (2004). Confidence: How winning streaks and losing streaks begin and end. New York, NY: Crown.

Mumford, M. D., Zaccaro, S. J., Harding, F. D., Jacobs, T. O., & Fleishman, E. A. (2000). Leadership skills for a changing world: Solving complex social problems. The Leadership Quarterly, 11(1), 11-35. doi:10.1016/S1048-9843(99)00041-7

Northouse, P. G. (2007). Leadership: Theory and practice (4th ed.). Thousand Oaks, CA: Sage.

Article

Carpenter, D. J., Fusfeld, A.R., & Gritzo, L.A. (2010). Leadership Skills and Styles. Research Technology Management, 53(6), 58-60. Retrieved from the ProQuest database

Multimedia

INTELECOM (Producer). Teamwork and morale (Links to an external site.)Links to an external site. [Video file]. Retrieved from http://searchcenter.intelecomonline.net:80/playClipDirect.aspx?id=4870EEC7664070BB9915C7C9656B6ED5A52ECC40AB62DCDA9996E89EE16E34BDC5FBF05E18EC6B5CD26FA2A7AAE9070BEA04A55595D8849B

What are the indicators of exceptionality a classroom teacher should look for when a student also has a language barrier?

/in /by

Include brief speaker notes

Instructions: You should also inquire also about how placement is determined for both special education and gifted ELLs. Your questions might include, but not limited to, the following:
1.What are the indicators of exceptionality a classroom teacher should look for when a student also has a language barrier?
2.How do informal and formal assessment results factor into placement?
3.What role do parents and teachers have in placement?
4.What are some primary factors that are exhibited in underachievement that may not necessarily signal special education needs?
5.How are changes among individual ELL proficiency levels over the course of the school year accounted for?
6.How are diagnostic, formative, and summative assessments integrated for ELLs in mainstream classrooms?
7.What are the benefits of the SIOP protocol for native English speakers as well as those for whom English is an additional language?

Consolidate your findings in a 15-20 slide PowerPoint presentation to inform your colleagues about the assessment and placement process.

Describe the content and use of the Arizona English Language Learner Assessment (AZELLA) in guiding ELL instruction. How do AZELLA score reports facilitate achievement among ELLs? Compare the use of the AZELLA to the assessment and placement process in your state. If your state is Arizona, you may elaborate on this process. How does the assessment and placement process in your state facilitate achievement among ELLs?

Support your presentation with at least three scholarly resources.

Include presenter’s notes, a title slide, and a reference slide.

While APA style is not required for the body of this assignment, solid academic writing is expected, and in-text citations and references should be presented using the documentation guidelines found in the APA Style Guide, located in the Student Success Center.

This assignment uses a grading rubric. Review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.

You are required to submit this assignment to Turnitin.