Brittany Is a Sales Representative with CDW, an Information Technology

question 38

Multiple Choice

Brittany is a sales representative with CDW, an information technology reseller. She is a specialist for the education market and contacts her customers who are typically information technology directors for K-12 schools and higher education. Her territory includes the entire United States and she is able to have flexible hours since some days she may arrive early to contact customers on the East Coast or stay late if she's contacting customers in the Mountain or Pacific time zones. Her company has a proprietary phone technology system which provides names and contact information of leads and current customers so Brittany can make the most of her sales calls and be more productive. She typically makes 20 to 25 dials an hour and on average is able to speak with 2-3 individuals each hour. She was initially surprised at her ability to connect with customers and create relationships through her phone conversations and has created trust-based relationships over time. Her customers value her advice and opinions because she understands their needs, has expertise in the products and services she represents, and always seeks to meet their needs. Brittany's position is best categorized as a(n) ________ channel position.

• A) inside
• B) field
• C) over-the-counter
• D) telemarketing

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Definitions:

Non-verbal Cues

Subtle signals, such as body language or facial expressions, used to communicate emotions, intentions, or information without the use of words.

Cultural Context

The cultural information that surrounds a communication episode.

Etiquette

The customary code of polite behavior in society or among members of a specific profession or group.

Social Conventions

The set of norms, rules, and cultural practices that govern behavior and interactions within a society or community.