Question 1

Distinguish between inbound and outbound telemarketing.

Accepted Answer

Outbound telemarketing involves sales personnel who rely on the telephone to contact potential buyers, reducing the substantial costs of personal visits to customers' homes or businesses. The sales personnel try to conclude the sale over the phone.
Inbound telemarketing typically involves a toll-free number that customers can call to obtain information, make reservations, and purchase goods and services. When a customer calls a toll-free number, the caller can be identified and routed to representatives with whom he/she has done business before, creating a human touch. This form of selling provides maximum convenience for customers who initiate the process.

Question 2

Over-the-counter selling usually requires the customer to take the initiative and travel to the seller's place of business.

Accepted Answer

A) True 
 B)False  True

Question 3

Carlos is the VP Sales for a consumer electronics company and has recently been reviewing the territory assignments for sales representatives. There have been many shifts in the retail marketplace with several companies filing bankruptcy and closing stores. Carlos wants to ensure that they have sales representatives placed appropriately given these changes in the market. What management function best describes Carlos' activity?

Accepted Answer

A)  Organization 
B)  Motivation 
C)  Evaluation and control 
D)  Supervision 
A)  Organization 
B)  Motivation 
C)  Evaluation and control 
D)  Supervision A

Question 4

DaVon, a sales representative with Global Drone, a manufacturer of drones for the consumer market was meeting with representatives from Best Buy and demonstrating how easy the drones are to operate and maneuver. One of the Best Buy team members said, "These are easy to use but I'm concerned about the lightweight material and that they might be easily damaged." Based on this statement from the Best Buy team member, what stage in the selling process is DaVon now?

Accepted Answer

A)  Handling objections 
B)  Closing 
C)  Follow-up 
D)  Demonstration 
A)  Handling objections 
B)  Closing 
C)  Follow-up 
D)  Demonstration

Question 5

When making a presentation, sales professionals typically connect a buyer's needs to the benefits of the product.

Accepted Answer

A) True 
 B)False

Question 6

A salesperson should be judged on the basis of potential ability rather than the actual sales performance.

Accepted Answer

A) True 
 B)False

Question 7

When personal selling efforts use telephone technology in a sales approach where the sales representative initiates the calls, it is known as _____ telemarketing.

Accepted Answer

A)  inbound 
B)  proactive 
C)  network 
D)  outbound 
A)  inbound 
B)  proactive 
C)  network 
D)  outbound

Question 8

Which step of the personal selling process involves the initial contact with the prospective customer?

Accepted Answer

A)  Approach 
B)  Prospecting and qualifying 
C)  Demonstration 
D)  Presentation 
A)  Approach 
B)  Prospecting and qualifying 
C)  Demonstration 
D)  Presentation

Question 9

Prior to making the approach to a potential customer, the salesperson should:

Accepted Answer

A)  outline objections and effective responses. 
B)  break down product features and benefits by category. 
C)  understand the way in which the industry operates. 
D)  collect and analyze information about the potential customer. 
A)  outline objections and effective responses. 
B)  break down product features and benefits by category. 
C)  understand the way in which the industry operates. 
D)  collect and analyze information about the potential customer.

Question 10

Effective sales persons must be able to focus on their customer's needs and create solutions to meet those needs.

Accepted Answer

A) True 
 B)False

Question 11

First-line sales managers need very strong sales skills, while sales managers at higher organizational levels need more _____ skills.

Accepted Answer

A)  training 
B)  interactive 
C)  managerial 
D)  technical 
A)  training 
B)  interactive 
C)  managerial 
D)  technical

Question 12

A salary is a payment tied directly to the sales or profits that a salesperson generates.

Accepted Answer

A) True 
 B)False

Question 13

Sales promotion techniques were originally intended:

Accepted Answer

A)  to promote the company's goodwill. 
B)  as short-term incentives aimed at producing immediate buying responses. 
C)  as international promotions designed to replace advertising. 
D)  to build long-lasting customer relationships. 
A)  to promote the company's goodwill. 
B)  as short-term incentives aimed at producing immediate buying responses. 
C)  as international promotions designed to replace advertising. 
D)  to build long-lasting customer relationships.

Question 14

Which of the following can be classified as a creative approach to over-the-counter selling?

Accepted Answer

A)  Clothing retailer Lord and Taylor expanding the capabilities of the fitting rooms in its stores 
B)  Gap stores providing virtual gift cards to customers 
C)  Lord and Taylor promising its online customers product delivery in five business days 
D)  Gap making its web portal highly efficient to save its customers search time 
A)  Clothing retailer Lord and Taylor expanding the capabilities of the fitting rooms in its stores 
B)  Gap stores providing virtual gift cards to customers 
C)  Lord and Taylor promising its online customers product delivery in five business days 
D)  Gap making its web portal highly efficient to save its customers search time

Question 15

Which of the following statements is accurate about sales promotion? ​

Accepted Answer

A)  ​Sales promotion can increase sales by providing extra purchasing incentives. 
B)  ​Sales promotion encompasses personal selling. 
C)  ​Sales promotion has increased dramatically, primarily at the expense of personal selling. 
D)  ​Product characteristics are not relevant when deciding on sales promotions. 
E)  ​Sales promotion encompasses public relations. 
A)  ​Sales promotion can increase sales by providing extra purchasing incentives. 
B)  ​Sales promotion encompasses personal selling. 
C)  ​Sales promotion has increased dramatically, primarily at the expense of personal selling. 
D)  ​Product characteristics are not relevant when deciding on sales promotions. 
E)  ​Sales promotion encompasses public relations.

Question 16

What is a follow-up? Why is follow-up an important step in the sales process?

Accepted Answer

The postsale activities, which often det

Question 17

Lashaun is learning about personal selling and the situations when personal selling is recommended as part of a company's promotional mix elements. Which of the following is TRUE regarding personal selling?

Accepted Answer

A)  Personal selling works best when customers are clustered geographically. 
B)  Advertising is recommended when the product is expensive. 
C)  Advertising is recommended when the product is technically complex. 
D)  Personal selling is recommended when a product is standardized. 
A)  Personal selling works best when customers are clustered geographically. 
B)  Advertising is recommended when the product is expensive. 
C)  Advertising is recommended when the product is technically complex. 
D)  Personal selling is recommended when a product is standardized.

Question 18

Cleveland Solvents has field sales staff, a customer service department, and two individuals who manage the "tech hotline." These individuals not only answer technical questions from customers, they also identify customer needs and recommend products that can fill those needs. They have the ability to initiate and close sales on the spot. These individuals are essentially participating in:

Accepted Answer

A)  market analysis. 
B)  inside selling. 
C)  network marketing. 
D)  outside sales. 
A)  market analysis. 
B)  inside selling. 
C)  network marketing. 
D)  outside sales.

Question 19

Over-the-counter personal selling efforts are frequently supplemented with other promotions such as special sales events, new product introductions, and direct-mail appeals.

Accepted Answer

A) True 
 B)False

Question 20

_____ refers to the postsale activities employed by salespeople that determine whether an individual who made a recent purchase will become a repeat customer.

Accepted Answer

A)  sales maintenance 
B)  post-closing 
C)  dissonance reduction 
D)  follow-up 
A)  sales maintenance 
B)  post-closing 
C)  dissonance reduction 
D)  follow-up

Distinguish between inbound and outbound telemarketing.

Over-the-counter selling usually requires the customer to take the initiative and travel to the seller's place of business.

When making a presentation, sales professionals typically connect a buyer's needs to the benefits of the product.

A salesperson should be judged on the basis of potential ability rather than the actual sales performance.

When personal selling efforts use telephone technology in a sales approach where the sales representative initiates the calls, it is known as _____ telemarketing.

Which step of the personal selling process involves the initial contact with the prospective customer?

Prior to making the approach to a potential customer, the salesperson should:

Effective sales persons must be able to focus on their customer's needs and create solutions to meet those needs.

First-line sales managers need very strong sales skills, while sales managers at higher organizational levels need more _____ skills.

A salary is a payment tied directly to the sales or profits that a salesperson generates.

Sales promotion techniques were originally intended:

Which of the following can be classified as a creative approach to over-the-counter selling?

Which of the following statements is accurate about sales promotion?

What is a follow-up? Why is follow-up an important step in the sales process?

Lashaun is learning about personal selling and the situations when personal selling is recommended as part of a company's promotional mix elements. Which of the following is TRUE regarding personal selling?

Over-the-counter personal selling efforts are frequently supplemented with other promotions such as special sales events, new product introductions, and direct-mail appeals.

_____ refers to the postsale activities employed by salespeople that determine whether an individual who made a recent purchase will become a repeat customer.

Marketing: the Art of Satisfying Customers

Strategic Planning in Contemporary Marketing

The Marketing Environment, Ethics, and Social Responsibility

E-Business: Managing the Customer Experience

Social Media: Living in the Connected World

Consumer Behavior

Business Markets and Buying Behavior

Global Marketing

Market Segmentation, Targeting, and Positioning

Marketing Research

Product and Branding Concepts

Developing and Managing Products

Pricing Concepts

Pricing Strategies

Distribution Channels and Supply Chain Management

Retailing and Direct Marketing

Integrated Marketing Communications

Creating A Marketing Plan

Financial Analysis In Marketing

Your Career In Marketing

Filters

Exam 18: Personal Selling and Sales Promotion

Distinguish between inbound and outbound telemarketing.

Over-the-counter selling usually requires the customer to take the initiative and travel to the seller's place of business.

When making a presentation, sales professionals typically connect a buyer's needs to the benefits of the product.

A salesperson should be judged on the basis of potential ability rather than the actual sales performance.

When personal selling efforts use telephone technology in a sales approach where the sales representative initiates the calls, it is known as _____ telemarketing.

Which step of the personal selling process involves the initial contact with the prospective customer?

Prior to making the approach to a potential customer, the salesperson should:

Effective sales persons must be able to focus on their customer's needs and create solutions to meet those needs.

First-line sales managers need very strong sales skills, while sales managers at higher organizational levels need more _____ skills.

A salary is a payment tied directly to the sales or profits that a salesperson generates.

Sales promotion techniques were originally intended:

Which of the following can be classified as a creative approach to over-the-counter selling?

Which of the following statements is accurate about sales promotion? ​

What is a follow-up? Why is follow-up an important step in the sales process?

Lashaun is learning about personal selling and the situations when personal selling is recommended as part of a company's promotional mix elements. Which of the following is TRUE regarding personal selling?

Over-the-counter personal selling efforts are frequently supplemented with other promotions such as special sales events, new product introductions, and direct-mail appeals.

_____ refers to the postsale activities employed by salespeople that determine whether an individual who made a recent purchase will become a repeat customer.

Marketing: the Art of Satisfying Customers

Strategic Planning in Contemporary Marketing

The Marketing Environment, Ethics, and Social Responsibility

E-Business: Managing the Customer Experience

Social Media: Living in the Connected World

Consumer Behavior

Business Markets and Buying Behavior

Global Marketing

Market Segmentation, Targeting, and Positioning

Marketing Research

Product and Branding Concepts

Developing and Managing Products

Pricing Concepts

Pricing Strategies

Distribution Channels and Supply Chain Management

Retailing and Direct Marketing

Integrated Marketing Communications

Creating A Marketing Plan

Financial Analysis In Marketing

Your Career In Marketing

Filters

Which of the following statements is accurate about sales promotion?