1. Top 10: Answers to the learning questions for By: Yuan Jiao September 03,2010 Chapter 19: Managing Personal Communications

3. Direct marketing is the use of consumer-direct(CD) channels to reach and deliver goods and services to customers without using marketing middlemen. Concept 1

4. is the use of consumer-direct(CD) channels to reach and deliver goods and services to customers without using marketing middlemen. Interactive marketing Direct marketing Both of above None of above Top answer No.1

6. Direct mail is a way of advertising in which advertisers mail printed ads, letters or other solicitations to large groups of consumers. Concept 2

9. Catalog marketing is the catalog solution designed exclusively to offer your company maximum sales, profit and success. Concept 3

12. Telephone marketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call. Concept 4

15. Interactive marketing allows customers to participate in a Brand's process to build its image in a certain market or target group's minds. Concept 5

19. Personalize the content of your e-mail

20. Offer something the customer can’t get via direct mail

21. Make it easy for customers to “unsubscribe”Concept 6

27. A microsite is a limited area on the web managed and paid for by an external advertiser/company. Concept 8

31. Training the representatives in sales techniques and in the company’s product, policies, and customer-satisfaction orientation

32. Supervising the sales force and helping reps to use their time efficiently

33. Motivating the sales force and balancing

34. Evaluating individual and group sales performanceConcept 9

37. Effective salespeople are trained in the methods of analysis customer management, as well as the art of sales stances, but most trainers agree that selling is a six-step processes: Prospecting and qualifying customers, pre-approach, presentation and demonstration, overcoming objectives, closing, and follow-up and maintenance. Concept 10