Question 1

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Accepted Answer

A) formula selling presentation 
B) stimulus-response presentation 
C) marketing concept presentation 
D) relationship selling presentation 
E) need-satisfaction presentation 
A) formula selling presentation 
B) stimulus-response presentation 
C) marketing concept presentation 
D) relationship selling presentation 
E) need-satisfaction presentation

Question 2

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.

Accepted Answer

A) VALS profile 
B) country of origin 
C) genetic predisposition 
D) education 
E) social class 
A) VALS profile 
B) country of origin 
C) genetic predisposition 
D) education 
E) social class

Question 3

The sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage,the salesperson engages in a(n)________ (gets a signed document or a firm confirmation of the sale).

Accepted Answer

A)  soft close 
B)  interrogative close 
C)  urgency close 
D)  action close 
E)  conditional close 
A)  soft close 
B)  interrogative close 
C)  urgency close 
D)  action close 
E)  conditional close

Question 4

Perhaps the most well-known component of Xerox's sales management process is its

Accepted Answer

A) stellar business reputation. 
B) sustainability programs. 
C) sales representatives training program. 
D) challenging and dynamic environment. 
E) use of sales-related information technology. 
A) stellar business reputation. 
B) sustainability programs. 
C) sales representatives training program. 
D) challenging and dynamic environment. 
E) use of sales-related information technology.

Question 5

There are six commonly used techniques to deal with objections,one of which is to

Accepted Answer

A) redirect the conversation. 
B) defer to a supervisor. 
C) probe by asking additional questions. 
D) distract by identifying competitor shortcomings. 
E) agree and neutralize the objection. 
A) redirect the conversation. 
B) defer to a supervisor. 
C) probe by asking additional questions. 
D) distract by identifying competitor shortcomings. 
E) agree and neutralize the objection.

Question 6

Figure 20-3
  
-As shown in Figure 20-3 above,Box D is the ________ stage in the personal selling process.

Accepted Answer

A) approach 
B) preapproach 
C) presentation 
D) prospecting 
E) follow-up 
A) approach 
B) preapproach 
C) presentation 
D) prospecting 
E) follow-up

Question 7

Which of the following statements describes the major difference between a prospect and a qualified prospect?

Accepted Answer

A) Prospects are more likely than qualified prospects to become customers. 
B) During the sales presentation,prospects are more likely to raise objections than qualified prospects. 
C) There are generally more qualified prospects than prospects. 
D) Qualified prospects have not only the need or desire for your product,but also the ability and authority to purchase it. 
E) A qualified prospect has purchased your product in the past and a prospect has not. 
A) Prospects are more likely than qualified prospects to become customers. 
B) During the sales presentation,prospects are more likely to raise objections than qualified prospects. 
C) There are generally more qualified prospects than prospects. 
D) Qualified prospects have not only the need or desire for your product,but also the ability and authority to purchase it. 
E) A qualified prospect has purchased your product in the past and a prospect has not.

Question 8

The salesperson's objective is to "ensure that the customer is satisfied with the product or service" during which stage in the personal selling process?

Accepted Answer

A) follow-up 
B) prospecting 
C) presentation 
D) preapproach 
E) close 
A) follow-up 
B) prospecting 
C) presentation 
D) preapproach 
E) close

Question 9

With a ________,a salesperson is paid a fixed fee per week,month,or year.

Accepted Answer

A) sales response compensation plan 
B) combination compensation plan 
C) straight salary compensation plan 
D) straight commission compensation plan 
E) market share compensation plan 
A) sales response compensation plan 
B) combination compensation plan 
C) straight salary compensation plan 
D) straight commission compensation plan 
E) market share compensation plan

Question 10

Sales activities occurring before,during,and after the sale itself,and which consist of six stages,are referred to as

Accepted Answer

A) the new-product process. 
B) the strategic marketing process. 
C) the personal selling process. 
D) the consumer purchase decision process. 
E) relational selling. 
A) the new-product process. 
B) the strategic marketing process. 
C) the personal selling process. 
D) the consumer purchase decision process. 
E) relational selling.

Question 11

An insurance company is considering using independent sales agents who would receive a 7 percent sales commission on sales or its own insurance salespeople who would receive a 5 percent commission,salaries,and benefits.Additionally,with a company salesforce,sales administration costs would be incurred for a total fixed cost of $650,000 per year.At what level of sales would independent salespeople be less costly to the firm?

Accepted Answer

A) $650,000 
B) $3,250,000 
C) $6,500,000 
D) $32,500,000 
E) $35,200,000 
A) $650,000 
B) $3,250,000 
C) $6,500,000 
D) $32,500,000 
E) $35,200,000

Question 12

Doug Ames sells Mercedes-Benz automobiles.While making his sales presentation to a newly qualified prospect,the prospect said,"Doug,I would really like to buy the car,but you know,the price of the automobile is just too high." In order to answer the prospect's objection,Ames responded,"Sir,you are correct.The price of the Mercedes-Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car,the high resale value of the car,and the dependability and prestige associated with the Mercedes-Benz brand.What technique did Ames use to handle the prospect's objection?

Accepted Answer

A) the postpone technique 
B) the agree and neutralize technique 
C) the denial technique 
D) the accept the objection technique 
E) the acknowledge and convert technique 
A) the postpone technique 
B) the agree and neutralize technique 
C) the denial technique 
D) the accept the objection technique 
E) the acknowledge and convert technique

Question 13

Explain what occurs during the closing stage of the selling process and list the three types of close.

Accepted Answer

The closing stage in the selling process

Question 14

One of the most crucial tasks of sales management is ________;it begins with a carefully crafted job analysis.

Accepted Answer

A) salesforce evaluation 
B) setting sales objectives 
C) developing account management policies 
D) salesforce motivation and compensation 
E) effective recruitment and selection of salespeople 
A) salesforce evaluation 
B) setting sales objectives 
C) developing account management policies 
D) salesforce motivation and compensation 
E) effective recruitment and selection of salespeople

Question 15

All of the following are aspects of a job description for a salesperson except which?

Accepted Answer

A) the physical and mental demands of the job 
B) the customers to be called on 
C) the types of products and services to be sold 
D) to whom a salesperson reports 
E) effective communication and listening skills 
A) the physical and mental demands of the job 
B) the customers to be called on 
C) the types of products and services to be sold 
D) to whom a salesperson reports 
E) effective communication and listening skills

Question 16

Explain the difference between a lead,a prospect,and a qualified prospect.

Accepted Answer

A lead is the name of a person who may b

Question 17

An advantage of a geographical sales organization is that it

Accepted Answer

A) is more effective and provides specialized customer support. 
B) minimizes travel time,expenses,and duplication of selling effort. 
C) has smaller costs for sales calls. 
D) reduces the number of salespersons in the salesforce. 
E) requires fewer sales managers. 
A) is more effective and provides specialized customer support. 
B) minimizes travel time,expenses,and duplication of selling effort. 
C) has smaller costs for sales calls. 
D) reduces the number of salespersons in the salesforce. 
E) requires fewer sales managers.

Question 18

When a salesperson in the Apple store asks,"Will that be charge or cash?" he has executed which stage of the personal selling process?

Accepted Answer

A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up 
A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up

Question 19

A straight commission compensation plan is one

Accepted Answer

A) that assigns the same commission dollar value regardless of a product's value,number sold,or difficulty level of the sales effort. 
B) in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated. 
C) that determines fair and equitable compensation that includes a weighted system for different types of items or different sized territories. 
D) in which the salesperson is paid a fixed amount per week,month,or year. 
E) in which a salesperson's earnings are directly tied to the sales or profits he or she generates. 
A) that assigns the same commission dollar value regardless of a product's value,number sold,or difficulty level of the sales effort. 
B) in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated. 
C) that determines fair and equitable compensation that includes a weighted system for different types of items or different sized territories. 
D) in which the salesperson is paid a fixed amount per week,month,or year. 
E) in which a salesperson's earnings are directly tied to the sales or profits he or she generates.

Question 20

MooreChem created a marketing dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue,gross margin,selling expense,profit,average order size,new customers,and customer satisfaction.Each metric was gauged to show actual salesperson performance

Accepted Answer

A) in terms of company rank. 
B) relative to the rest of the sales team. 
C) relative to target goals. 
D) plus expectations for the next two years. 
E) based upon previous years of experiences. 
A) in terms of company rank. 
B) relative to the rest of the sales team. 
C) relative to target goals. 
D) plus expectations for the next two years. 
E) based upon previous years of experiences.

Exam 20: Personal Selling and Sales Management

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.

The sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage,the salesperson engages in a(n)________ (gets a signed document or a firm confirmation of the sale).

Perhaps the most well-known component of Xerox's sales management process is its

There are six commonly used techniques to deal with objections,one of which is to

Figure 20-3 -As shown in Figure 20-3 above,Box D is the ________ stage in the personal selling process.

Which of the following statements describes the major difference between a prospect and a qualified prospect?

The salesperson's objective is to "ensure that the customer is satisfied with the product or service" during which stage in the personal selling process?

With a ________,a salesperson is paid a fixed fee per week,month,or year.

Sales activities occurring before,during,and after the sale itself,and which consist of six stages,are referred to as

Explain what occurs during the closing stage of the selling process and list the three types of close.

One of the most crucial tasks of sales management is ________;it begins with a carefully crafted job analysis.

All of the following are aspects of a job description for a salesperson except which?

Explain the difference between a lead,a prospect,and a qualified prospect.

An advantage of a geographical sales organization is that it

When a salesperson in the Apple store asks,"Will that be charge or cash?" he has executed which stage of the personal selling process?

A straight commission compensation plan is one

MooreChem created a marketing dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue,gross margin,selling expense,profit,average order size,new customers,and customer satisfaction.Each metric was gauged to show actual salesperson performance

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility for Sustainable Marketing

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, targeting, and Positioning

Developing New Products and Services

Managing Successful Products, services, and Brands

Services Marketing

Building the Price Foundation

Arriving at the Final Price

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising,sales Promotion,and Public Relations

Using Social Media and Mobile Marketing to Connect With Consumers

Implementing Interactive and Multichannel Marketing

Pulling It All Together: the Strategic Marketing Process

Writing Successful Marketing and Business Plans: Tips and Guidelines

Financial Statements and Ratios

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