MAR3400 CHUCK VIOSCA FSU EXAM 1 QUESTIONS AND ANSWERS WITH COMPLETE SOLUTIONS GRADED A++ LATEST UPDATE

MAR3400 CHUCK VIOSCA FSU EXAM 1 QUESTIONS AND ANSWERS WITH COMPLETE SOLUTIONS GRADED A++ LATEST UPDATE emotional intelligence this includes emotional awareness, managing emotions, and reasoning with emotions. curiosity need to be motivated by learning new things. sales representatives need these to succeed today intelligence, emotional intelligence, and curiosity benefits of sales great income, regular and immediate feedback, psychologically rewarding, and high visibility what sales shouldn't be pushy and aggressive, annoying, and outgoing and charismatic. an important part of building trust putting the customer needs and/or interests first how trust is built it is developed slowly and declines rapidly how to protect trust protect it, can't take advantage, and fulfill obligations what are the main components of projecting a professional image in the way we dress simplicity, appropriateness, and quality what are the main components of projecting a professional image in non-verbals speak confidently, have a good handshake, and pay attention to body language ethics and your career -your reputation isn't a secret. if you fail to have good ethical values, you can lose trust of both your employers and customers. personal damage when you lose respect for yourself it is a much greater loss than your career entertaining -this is important because it's a part of the job, networking, and it's a way to manage your career. -it's concerning because most of the time it's free and almost unlimited, and some reps can't separate from socializing -this is managed by setting limits, establishing expectations, communicating with management and employees, and knowing the difference between socializing persuasion vs. manipulation the difference lies in the intent and transparency of the process. persuasion best available info, collective interest, rational manipulation manipulation: selected info, self interest, emotional. this means someone is forced. gifts vs. bribes with gifts, you do not expect something in return backdoor selling when salespeople ignore the purchasing agent's policy, go around his or her back, and contact other people directly involved in the purchasing decision. uniform commercial code (ucc) set of rules that all states can agree on. agency, sale, oral vs. written contracts, reciprocity you buy my product, i'll buy yours. this is only unethical if it is forced tying agreements agreements where the dealer must take most or all of the line collusion secret agreement or cooperation defamation two main types are liable and slander. liable is written and slander is spoken. responsiveness the extent to which a person reacts to certain people or situations and the feelings that those people and situations create assertiveness the effort a person makes to influence the thinking and actions of others. this is also explained as whether a person appears to ask or tell when interacting with others. drivers high on assertiveness and low on responsiveness. individuals are: -strong-willed, -emotionally controlled -tell you how things are going to work -willing to accept risk -want to move quickly -efficiency relationships expressive high on both responsiveness and assertiveness. -don't want conflict -outgoing and more dramatic -don't commit to specific plans -place more stock in opinions amiable high on responsiveness and low on assertiveness -ask, rather than tell -concerned about relationship -easy going and supportive -move slowly and minimize risk -need acceptance analytical low on both responsiveness and assertiveness -serious -value facts above all -may appear uncommunicative -discipline and slow place -value accuracy over opinions -avoid risk identifying a driver -very neat, time-management tools, business-like offices with certificates etc. -they open conversations by asking how long the meeting might last