Question 1

What is the difference between an order getter and an order taker?

Accepted Answer

An order getter is a salesperson whose p

Question 2

Tori was selling siding and her boss told her to hide an extra charge for trim in the total, even though the customer was told he would not be charged for trim. Tori was told this was standard practice for the siding company. If the customer takes legal action for this, who is most likely liable?

Accepted Answer

A) the customer for not checking the order more carefully 
B) Tori only, because she wrote the order 
C) Tori's boss only, since he told her to do it 
D) both Tori and the siding company, because both intentionally misled the customer 
E) no one, because this would be considered a victimless crime 
A) the customer for not checking the order more carefully 
B) Tori only, because she wrote the order 
C) Tori's boss only, since he told her to do it 
D) both Tori and the siding company, because both intentionally misled the customer 
E) no one, because this would be considered a victimless crime

Question 3

Personal selling costs more to firms than it is usually worth.

Accepted Answer

A) True 
 B)False

Question 4

Manny's job was selling products to industrial users, and he spent most of his time working on customers' new buy and modified new buy situations. Manny was primarily a(n)

Accepted Answer

A) new business specialist. 
B) prospector. 
C) order getter. 
D) order taker. 
E) sales support rep. 
A) new business specialist. 
B) prospector. 
C) order getter. 
D) order taker. 
E) sales support rep.

Question 5

Bernadette went to the Ann Taylor store ready to buy a new shirt but was not sure which color or style she wanted. The sales representative, sensing Bernadette's buying mode, most likely began with the ________ stage of the selling process.

Accepted Answer

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

Question 6

While ethical and legal issues are associated with all aspects of marketing, personal selling presents unique issues because

Accepted Answer

A) salespeople tend to be unethical. 
B) sales managers are the only people in most sales organizations who worry about ethics. 
C) salespeople interact directly with customers and are, therefore, more visible. 
D) laws regulating personal selling are detailed, complex, and often mistakenly ignored. 
E) customers tend to expect unethical behavior from salespeople. 
A) salespeople tend to be unethical. 
B) sales managers are the only people in most sales organizations who worry about ethics. 
C) salespeople interact directly with customers and are, therefore, more visible. 
D) laws regulating personal selling are detailed, complex, and often mistakenly ignored. 
E) customers tend to expect unethical behavior from salespeople.

Question 7

For companies, one of the advantages of personal selling over other types of marketing communications is that

Accepted Answer

A) salespeople can build strong relationships with customers. 
B) personal selling almost always costs less than other marketing communication alternatives. 
C) personal selling has greater reach than advertising. 
D) cold calling is easier than direct mail advertising. 
E) personal selling requires less training than other types of selling. 
A) salespeople can build strong relationships with customers. 
B) personal selling almost always costs less than other marketing communication alternatives. 
C) personal selling has greater reach than advertising. 
D) cold calling is easier than direct mail advertising. 
E) personal selling requires less training than other types of selling.

Question 8

Al has trouble closing sales with new customers but not with existing customers. What advice would you give Al?

Accepted Answer

First, closing sales is often stressful,

Question 9

Tara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Tara will

Accepted Answer

A) evaluate alternative systems available from competitors to see which is best for the customer. 
B) send the customer a list of frequently mentioned objections and responses to each. 
C) decide if she wants to invite others to the first meeting. 
D) establish goals for meeting with the customer. 
E) call the customer and offer a first-time discount. 
A) evaluate alternative systems available from competitors to see which is best for the customer. 
B) send the customer a list of frequently mentioned objections and responses to each. 
C) decide if she wants to invite others to the first meeting. 
D) establish goals for meeting with the customer. 
E) call the customer and offer a first-time discount.

Question 10

A computer salesperson at Office Depot may spend an hour with a customer educating him or her about the pros and cons of various systems and then make the sale. The next customer might simply need a specific printer cartridge. A third customer might bring in a computer and seek advice about an operating system problem. Why might Office Depot consider a team selling approach?

Accepted Answer

Selling teams combine sales specialists

Question 11

Like any effective salesperson, Tai Yang walks into a customer's office, shakes hands, looks the customer in the eye, and smiles. After exchanging pleasantries, Tai Yang will immediately try to create interest in his company's product and establish

Accepted Answer

A) which type of follow-up will be needed. 
B) how much time has been allocated for the presentation. 
C) which of the alternative products to demonstrate. 
D) whether to quote a full price or discount price. 
E) where the customer is in the buying process. 
A) which type of follow-up will be needed. 
B) how much time has been allocated for the presentation. 
C) which of the alternative products to demonstrate. 
D) whether to quote a full price or discount price. 
E) where the customer is in the buying process.

Question 12

The best way for sales managers to instill ethical behavior in the sales force is to

Accepted Answer

A) provide extensive ethical training. 
B) use only straight salary and no commissions. 
C) use other salespeople as ethical models. 
D) never use telemarketing. 
E) lead by example. 
A) provide extensive ethical training. 
B) use only straight salary and no commissions. 
C) use other salespeople as ethical models. 
D) never use telemarketing. 
E) lead by example.

Question 13

Nadia has made the same sales presentation twice a day for almost a month. At first, the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was. Nadia might ask another sales rep to participate in ________ and critique her presentation.

Accepted Answer

A) requalifying leads 
B) approach dynamics 
C) closing the sale 
D) role playing 
E) cold calling 
A) requalifying leads 
B) approach dynamics 
C) closing the sale 
D) role playing 
E) cold calling

Question 14

Kate is told by her sales manager, "Do whatever you need to do to get the sale," but she is uncomfortable with doing something that might be construed as unethical. Kate faces the problem of

Accepted Answer

A) customer relationship management. 
B) sales force compensation inequity. 
C) limited commission reinforcement. 
D) potential endorsement of unethical behavior from her sales manager. 
E) unqualified lead generation. 
A) customer relationship management. 
B) sales force compensation inequity. 
C) limited commission reinforcement. 
D) potential endorsement of unethical behavior from her sales manager. 
E) unqualified lead generation.

Question 15

You are offered a sales position and given a choice of salary plus a small commission or straight commission. What are the advantages and disadvantages of each?

Accepted Answer

Salary plus a small commission provides

Question 16

Shui really wanted the sales position and he was qualified, but the hiring manager didn't think men could sell hair products, so she decided to hire a less-qualified woman instead. Is this legal?

Accepted Answer

No, there are equal employment

Question 17

The four main types of financial rewards for sales representatives are salaries, commissions, bonuses, and sales contests.

Accepted Answer

A) True 
 B)False

Question 18

After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to

Accepted Answer

A) close the sale. 
B) offer alternatives. 
C) estimate the total cost to the customer. 
D) requalify the customer. 
E) create interest. 
A) close the sale. 
B) offer alternatives. 
C) estimate the total cost to the customer. 
D) requalify the customer. 
E) create interest.

Question 19

Often, inexperienced salespeople mistakenly believe that during the sales call, they should

Accepted Answer

A) listen carefully to the customer. 
B) pay attention to body language. 
C) note the office environment. 
D) act positively. 
E) do all the talking. 
A) listen carefully to the customer. 
B) pay attention to body language. 
C) note the office environment. 
D) act positively. 
E) do all the talking.

Question 20

Why are nonfinancial rewards important?

Accepted Answer

Sales representatives are motivated by d

What is the difference between an order getter and an order taker?

Tori was selling siding and her boss told her to hide an extra charge for trim in the total, even though the customer was told he would not be charged for trim. Tori was told this was standard practice for the siding company. If the customer takes legal action for this, who is most likely liable?

Personal selling costs more to firms than it is usually worth.

Manny's job was selling products to industrial users, and he spent most of his time working on customers' new buy and modified new buy situations. Manny was primarily a(n)

Bernadette went to the Ann Taylor store ready to buy a new shirt but was not sure which color or style she wanted. The sales representative, sensing Bernadette's buying mode, most likely began with the ________ stage of the selling process.

While ethical and legal issues are associated with all aspects of marketing, personal selling presents unique issues because

For companies, one of the advantages of personal selling over other types of marketing communications is that

Al has trouble closing sales with new customers but not with existing customers. What advice would you give Al?

Tara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Tara will

Like any effective salesperson, Tai Yang walks into a customer's office, shakes hands, looks the customer in the eye, and smiles. After exchanging pleasantries, Tai Yang will immediately try to create interest in his company's product and establish

The best way for sales managers to instill ethical behavior in the sales force is to

Nadia has made the same sales presentation twice a day for almost a month. At first, the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was. Nadia might ask another sales rep to participate in ________ and critique her presentation.

Kate is told by her sales manager, "Do whatever you need to do to get the sale," but she is uncomfortable with doing something that might be construed as unethical. Kate faces the problem of

You are offered a sales position and given a choice of salary plus a small commission or straight commission. What are the advantages and disadvantages of each?

Shui really wanted the sales position and he was qualified, but the hiring manager didn't think men could sell hair products, so she decided to hire a less-qualified woman instead. Is this legal?

The four main types of financial rewards for sales representatives are salaries, commissions, bonuses, and sales contests.

After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to

Often, inexperienced salespeople mistakenly believe that during the sales call, they should

Why are nonfinancial rewards important?

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

What is the difference between an order getter and an order taker?

Tori was selling siding and her boss told her to hide an extra charge for trim in the total, even though the customer was told he would not be charged for trim. Tori was told this was standard practice for the siding company. If the customer takes legal action for this, who is most likely liable?

Personal selling costs more to firms than it is usually worth.

Manny's job was selling products to industrial users, and he spent most of his time working on customers' new buy and modified new buy situations. Manny was primarily a(n)

Bernadette went to the Ann Taylor store ready to buy a new shirt but was not sure which color or style she wanted. The sales representative, sensing Bernadette's buying mode, most likely began with the ________ stage of the selling process.

While ethical and legal issues are associated with all aspects of marketing, personal selling presents unique issues because

For companies, one of the advantages of personal selling over other types of marketing communications is that

Al has trouble closing sales with new customers but not with existing customers. What advice would you give Al?

Tara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Tara will

Like any effective salesperson, Tai Yang walks into a customer's office, shakes hands, looks the customer in the eye, and smiles. After exchanging pleasantries, Tai Yang will immediately try to create interest in his company's product and establish

The best way for sales managers to instill ethical behavior in the sales force is to

Nadia has made the same sales presentation twice a day for almost a month. At first, the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was. Nadia might ask another sales rep to participate in ________ and critique her presentation.

Kate is told by her sales manager, "Do whatever you need to do to get the sale," but she is uncomfortable with doing something that might be construed as unethical. Kate faces the problem of

You are offered a sales position and given a choice of salary plus a small commission or straight commission. What are the advantages and disadvantages of each?

Shui really wanted the sales position and he was qualified, but the hiring manager didn't think men could sell hair products, so she decided to hire a less-qualified woman instead. Is this legal?

The four main types of financial rewards for sales representatives are salaries, commissions, bonuses, and sales contests.

After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to

Often, inexperienced salespeople mistakenly believe that during the sales call, they should

Why are nonfinancial rewards important?

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