Exam 19: Personal Selling and Sales Management

In the selling process, the saying "It ain't over till it's over" refers to the ________ stage of the process.

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as ________ for employees because they are outlets for not only selling advice but also company-wide recognition of individual salespeople's accomplishments.

Describe the objective and subjective measures that can be used to evaluate a salesperson's performance. When should each be used?

Objective measures seek to assess salespeople's behavior; subjective measures are quantitative.

Abbie works in a high-end retail store. She greets customers as they walk in and asks them if they need help, showing them items that may meet their needs. When they make a decision, they go to the cashier to pay. She emails them the next day to ask how they like their purchases. Abbie is

For a car salesperson, what are good ways of generating leads?

Param, a sales manager for a Best Buy electronics store, is putting together a training seminar for his sales force. He wants to use the five dimensions of service quality to emphasize the importance of follow-up in the selling process. Provide an example of each of the five service quality dimensions that Param could use in training his sales staff.

The first step in the personal selling process is the preapproach.

The best way to avoid postsale problems is to contact customers right after they take possession of their product.

Deena was recently promoted to a sales management position. She was about to begin her first salesperson recruitment campaign. The most important thing Deena can do to ensure that she recruits the right people is to

If your company hired you to make sales calls via the telephone, it hired you to perform

Mike sells small-business health insurance programs, working on straight commission. Closing the sale is an extremely stressful point in the selling process for him. If he does not close the sale, the most likely outcome will be

One of the major responsibilities of being a sales rep is being the frontline emissary for one's firm.

Imagine that you are a sales manager at IBM. What sales training techniques will you use to train your sales force? Explain the benefits of each of the options presented in the text.

If you had a small manufacturing business and needed a sales force but did not wish to hire anyone, you could use the services of an independent agent.

Several months ago, Kijana took over the sales territory previously managed by a very successful salesperson. Kijana should use ________ as a first source of leads.

Formal guidelines about legal and ethical behavior will prevent a salesperson from crossing the line.

The attitudes that Sankha's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether or not they renew each year. He needs to convey ________ by delivering the right services the right way.

A salesperson's compensation can be made up of some combination of salary, commission, and ________, which are payments made at a manager's discretion when the salesperson achieves certain goals.

When Dana was hired for the sales position in Austin, she found that the previous rep had laid the foundation for several sales that resulted in half a million dollars in sales, even though Dana never called on those customers. Nancy had only a $200,000 increase, but she took over a territory that had not been called on for two years. How would you handle their evaluations and bonuses at the end of the year?