Question 1

Potential customers are called marks.

Accepted Answer

A) True 
 B)False

Question 2

Elizabeth made sure that her customers felt comfortable contacting her when they needed something, and she focused on the long term in her dealings with them. Elizabeth is a ________-oriented salesperson.

Accepted Answer

A) needs 
B) relationship 
C) sales 
D) profit 
E) rewards 
A) needs 
B) relationship 
C) sales 
D) profit 
E) rewards

Question 3

When Paul was talking with his customer about the new accounting system, his customer mentioned that she thought the new system was not going to fit into their budget. Paul explained that once her people were trained on it, it would require less time to process orders, and therefore save her money in payroll. Which part of the sales presentation is demonstrated in this example?

Accepted Answer

A) generating and qualifying leads 
B) the presentation 
C) overcoming reservations 
D) the preapproach 
E) follow-up 
A) generating and qualifying leads 
B) the presentation 
C) overcoming reservations 
D) the preapproach 
E) follow-up

Question 4

Vaughn told the sales rep he wasn't buying his product because it cost too much. In terms of the personal selling process, this is called a(n)

Accepted Answer

A) excuse. 
B) ruse. 
C) reservation. 
D) rebuttal. 
E) rebuff. 
A) excuse. 
B) ruse. 
C) reservation. 
D) rebuttal. 
E) rebuff.

Question 5

Saki has been having a difficult time working with a particular buyer using the personal selling process, and she has asked her manager, Saffron, for some ideas about how to close the sale effectively. Saffron asks her a number of questions to help sort out the difficulties. Which of the following questions would Saffron be least likely to ask?

Accepted Answer

A) "What does the buyer's body language tell you about her readiness to buy?" 
B) "Did you skip any steps in the process?" 
C) "Are there any reservations that have not been addressed to the buyer's satisfaction?" 
D) "Have you completed the follow-up to ease the buyer's mind?" 
E) "Should you go back to an earlier stage in the process and start the process over from there?" 
A) "What does the buyer's body language tell you about her readiness to buy?" 
B) "Did you skip any steps in the process?" 
C) "Are there any reservations that have not been addressed to the buyer's satisfaction?" 
D) "Have you completed the follow-up to ease the buyer's mind?" 
E) "Should you go back to an earlier stage in the process and start the process over from there?"

Question 6

Jane sells roofs to homeowners who are often untrusting of salespeople and hesitant to commit for a large expense. She knows that when she makes a call, she only has one chance to get the sale, so she stays as long as necessary to answer every objection and close the sale. Which of the personal traits admired in salespeople does Jane demonstrate?

Accepted Answer

A) personality 
B) optimism 
C) resilience 
D) self-motivation 
E) empathy 
A) personality 
B) optimism 
C) resilience 
D) self-motivation 
E) empathy

Question 7

Farrell is preparing for an important sales presentation. He knows that customers are more likely to ________ during his presentation than during other stages of the selling process.

Accepted Answer

A) be identified as qualified leads 
B) agree with everything he says 
C) raise objections 
D) offer advice 
E) return unacceptable merchandise 
A) be identified as qualified leads 
B) agree with everything he says 
C) raise objections 
D) offer advice 
E) return unacceptable merchandise

Question 8

Furman sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying leads stage of the selling process, Furman will likely try to assess which of the ten businesses

Accepted Answer

A) would respond best to a sales contest. 
B) are closest to his office. 
C) need health insurance packages and can afford them. 
D) have order getters and order takers. 
E) are willing to meet with him. 
A) would respond best to a sales contest. 
B) are closest to his office. 
C) need health insurance packages and can afford them. 
D) have order getters and order takers. 
E) are willing to meet with him.

Question 9

Hiroshi sells building materials to local contractors. He wants to build long-term relationships with his contractors through effective follow-up. After delivering the materials, Hiroshi can demonstrate ________ by checking with his contractors right after the delivery and addressing any problems promptly.

Accepted Answer

A) assurance and profitability 
B) responsiveness and empathy 
C) tangibility and competence 
D) profitability and reliability 
E) reliability and tangibility 
A) assurance and profitability 
B) responsiveness and empathy 
C) tangibility and competence 
D) profitability and reliability 
E) reliability and tangibility

Question 10

Trish loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and make it up on the weekend. She most likely values the ________ associated with creating her own schedule.

Accepted Answer

A) structure 
B) rigidity 
C) flexibility 
D) selling team approach 
E) compensation 
A) structure 
B) rigidity 
C) flexibility 
D) selling team approach 
E) compensation

Question 11

Gary is a sales rep for a line of golf equipment. He has been trying to get his sales manager to allow him to rent a booth at the upcoming PGA (Professional Golfers' Association)Show held every January in Orlando. Gary is putting together a list of the benefits of displaying his company's products at the show. What benefits should his list include?

Accepted Answer

Gary's list of benefits of trade shows s

Question 12

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by

Accepted Answer

A) listening to customers and paying attention to their body language. 
B) keeping accurate records regarding how long it took to close sales in the past. 
C) asking sales personnel to estimate the average time before customers are ready to close. 
D) using the same selling process for all customers. 
E) monitoring and mimicking the closing process used by their sales managers. 
A) listening to customers and paying attention to their body language. 
B) keeping accurate records regarding how long it took to close sales in the past. 
C) asking sales personnel to estimate the average time before customers are ready to close. 
D) using the same selling process for all customers. 
E) monitoring and mimicking the closing process used by their sales managers.

Question 13

During the preapproach stage, a salesperson usually conducts additional research about prospects and

Accepted Answer

A) assists the prospect through the buying process. 
B) decides what role to play during the handling reservations stage. 
C) develops plans for meeting with the customer. 
D) offers initial concessions to gain the sale. 
E) determines which of the customer's buying support team need to be present at the sales presentation. 
A) assists the prospect through the buying process. 
B) decides what role to play during the handling reservations stage. 
C) develops plans for meeting with the customer. 
D) offers initial concessions to gain the sale. 
E) determines which of the customer's buying support team need to be present at the sales presentation.

Question 14

One of the benefits of careers in sales is flexibility in scheduling.

Accepted Answer

A) True 
 B)False

Question 15

________ involves the planning, direction, and control of personal selling activities.

Accepted Answer

A) Human resource management 
B) Integrated marketing communications management 
C) Sales management 
D) Marketing management 
E) Sales administration 
A) Human resource management 
B) Integrated marketing communications management 
C) Sales management 
D) Marketing management 
E) Sales administration

Question 16

When a plumbing contractor drove up to Maya's house in a brand-new Tesla, Maya decided this person would be too high-priced even before the plumbing contractor offered a bid. Maya made the mistake of

Accepted Answer

A) assuming Murphy's Law is true. 
B) anticipating his preapproach. 
C) not overcoming reservations. 
D) closing the sale too early. 
E) making an assumption of cost based on appearances. 
A) assuming Murphy's Law is true. 
B) anticipating his preapproach. 
C) not overcoming reservations. 
D) closing the sale too early. 
E) making an assumption of cost based on appearances.

Question 17

Before approaching a potentially major B2B customer, a salesperson will usually

Accepted Answer

A) conduct an initial sales presentation to lower-level personnel. 
B) estimate the potential commission associated with making the sale. 
C) try to find out everything possible about the firm and its needs. 
D) ask competitors what they know about the prospect. 
E) assess the corporate climate. 
A) conduct an initial sales presentation to lower-level personnel. 
B) estimate the potential commission associated with making the sale. 
C) try to find out everything possible about the firm and its needs. 
D) ask competitors what they know about the prospect. 
E) assess the corporate climate.

Question 18

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. Which of these is least likely to be a service quality dimension that should be considered?

Accepted Answer

A) reliability 
B) responsiveness. 
C) cost 
D) assurance 
E) tangibles 
A) reliability 
B) responsiveness. 
C) cost 
D) assurance 
E) tangibles

Question 19

What is the advantage to the firm of paying salespeople based on straight commission?

Accepted Answer

Commission is a percentage of the sales

Question 20

Camryn found out everything she can about a newly qualified lead. She practiced making her sales presentation and determined what goals she had for the first meeting. Camryn finished the ________ stage of the selling process.

Accepted Answer

A) qualify leads 
B) preapproach 
C) closing the sale 
D) follow-up 
E) sales presentation 
A) qualify leads 
B) preapproach 
C) closing the sale 
D) follow-up 
E) sales presentation

Potential customers are called marks.

Elizabeth made sure that her customers felt comfortable contacting her when they needed something, and she focused on the long term in her dealings with them. Elizabeth is a ________-oriented salesperson.

Vaughn told the sales rep he wasn't buying his product because it cost too much. In terms of the personal selling process, this is called a(n)

Farrell is preparing for an important sales presentation. He knows that customers are more likely to ________ during his presentation than during other stages of the selling process.

Furman sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying leads stage of the selling process, Furman will likely try to assess which of the ten businesses

Trish loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and make it up on the weekend. She most likely values the ________ associated with creating her own schedule.

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by

During the preapproach stage, a salesperson usually conducts additional research about prospects and

One of the benefits of careers in sales is flexibility in scheduling.

________ involves the planning, direction, and control of personal selling activities.

When a plumbing contractor drove up to Maya's house in a brand-new Tesla, Maya decided this person would be too high-priced even before the plumbing contractor offered a bid. Maya made the mistake of

Before approaching a potentially major B2B customer, a salesperson will usually

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. Which of these is least likely to be a service quality dimension that should be considered?

What is the advantage to the firm of paying salespeople based on straight commission?

Camryn found out everything she can about a newly qualified lead. She practiced making her sales presentation and determined what goals she had for the first meeting. Camryn finished the ________ stage of the selling process.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Digital Marketing: Online, Social, and Mobile

Conscious Marketing, Corporate Social Responsibility, and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Services: the Intangible Product

Pricing Concepts for Capturing Value

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Filters

Exam 19: Personal Selling and Sales Management

Potential customers are called marks.

Elizabeth made sure that her customers felt comfortable contacting her when they needed something, and she focused on the long term in her dealings with them. Elizabeth is a ________-oriented salesperson.

Vaughn told the sales rep he wasn't buying his product because it cost too much. In terms of the personal selling process, this is called a(n)

Farrell is preparing for an important sales presentation. He knows that customers are more likely to ________ during his presentation than during other stages of the selling process.

Furman sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying leads stage of the selling process, Furman will likely try to assess which of the ten businesses

Trish loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and make it up on the weekend. She most likely values the ________ associated with creating her own schedule.

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by

During the preapproach stage, a salesperson usually conducts additional research about prospects and

One of the benefits of careers in sales is flexibility in scheduling.

________ involves the planning, direction, and control of personal selling activities.

When a plumbing contractor drove up to Maya's house in a brand-new Tesla, Maya decided this person would be too high-priced even before the plumbing contractor offered a bid. Maya made the mistake of

Before approaching a potentially major B2B customer, a salesperson will usually

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. Which of these is least likely to be a service quality dimension that should be considered?

What is the advantage to the firm of paying salespeople based on straight commission?

Camryn found out everything she can about a newly qualified lead. She practiced making her sales presentation and determined what goals she had for the first meeting. Camryn finished the ________ stage of the selling process.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Digital Marketing: Online, Social, and Mobile

Conscious Marketing, Corporate Social Responsibility, and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Services: the Intangible Product

Pricing Concepts for Capturing Value

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Filters