Question 1

Which of the following statements should a salesperson use to postpone a prospect's objection?

Accepted Answer

A) "I think I might be able to explain that better to you by showing you a diagram after we have looked at these specs." 
B) "Yes,you're right,it is lighter,but that is done intentionally to make your work easier." 
C) "That's true.It does have a shorter shelf life,but that really hasn't been a problem.It is so popular it never stays on the shelf that long anyway." 
D) "Where did you hear that? Your source must have erroneous information." 
E) "As I was saying…." 
A) "I think I might be able to explain that better to you by showing you a diagram after we have looked at these specs." 
B) "Yes,you're right,it is lighter,but that is done intentionally to make your work easier." 
C) "That's true.It does have a shorter shelf life,but that really hasn't been a problem.It is so popular it never stays on the shelf that long anyway." 
D) "Where did you hear that? Your source must have erroneous information." 
E) "As I was saying…."

Question 2

IBM has 30 information technology hardware and software specialists,business consultants,and engineers working at Charles Schwab,a large brokerage firm,all under the direction of a senior IBM sales executive.They are creating and managing a complex financial planning system that helps Schwab clients with their retirement planning.This is an example of

Accepted Answer

A) transactional selling. 
B) partnership selling. 
C) strategic alliance selling. 
D) creative selling. 
E) synergistic selling. 
A) transactional selling. 
B) partnership selling. 
C) strategic alliance selling. 
D) creative selling. 
E) synergistic selling.

Question 3

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Accepted Answer

A) adaptive selling. 
B) cross-selling. 
C) formula selling. 
D) upselling. 
E) relationship selling. 
A) adaptive selling. 
B) cross-selling. 
C) formula selling. 
D) upselling. 
E) relationship selling.

Question 4

Salespeople called ________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A) managers 
B) inside order takers 
C) directors 
D) outside order takers 
E) functional salespeople 
A) managers 
B) inside order takers 
C) directors 
D) outside order takers 
E) functional salespeople

Question 5

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salesperson's competitors.

Accepted Answer

Salespeople are a valuable source of inf

Question 6

All of the following are sales presentation formats except which?

Accepted Answer

A) cold calling format 
B) canned sales format 
C) formula selling format 
D) need-satisfaction format 
E) adaptive selling format 
A) cold calling format 
B) canned sales format 
C) formula selling format 
D) need-satisfaction format 
E) adaptive selling format

Question 7

Sales management consists of three interrelated functions: ________,sales plan implementation,and salesforce evaluation.

Accepted Answer

A) salesforce identification 
B) sales plan formulation 
C) salesforce communication 
D) salesforce size determination 
E) salesforce training 
A) salesforce identification 
B) sales plan formulation 
C) salesforce communication 
D) salesforce size determination 
E) salesforce training

Question 8

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Accepted Answer

A) new sales,new lead generation,and customer billing. 
B) sales calls,selling expenses,and account management policies. 
C) selling expenses,profits generated,and account management policies. 
D) new lead generation,sales quotas,and sales increases over the previous evaluation period. 
E) recruitment,selection,and training of new sales representatives. 
A) new sales,new lead generation,and customer billing. 
B) sales calls,selling expenses,and account management policies. 
C) selling expenses,profits generated,and account management policies. 
D) new lead generation,sales quotas,and sales increases over the previous evaluation period. 
E) recruitment,selection,and training of new sales representatives.

Question 9

Toshiba America Medical Systems salespeople use ________ with capabilities to provide interactive presentations for their computerized tomography (CT)and magnetic resonance imaging (MRI)scanners.

Accepted Answer

A) laptop computers 
B) tablet devices 
C) order processing software 
D) presentation software 
E) smartphones 
A) laptop computers 
B) tablet devices 
C) order processing software 
D) presentation software 
E) smartphones

Question 10

A salesperson who is guided by the notion,"I try to sell customers all I can to convince them to buy,even if I think it is more than a wise customer should buy," has which type of orientation?

Accepted Answer

A) sales 
B) cognitive 
C) emotional 
D) customer 
E) compensatory 
A) sales 
B) cognitive 
C) emotional 
D) customer 
E) compensatory

Question 11

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

A) Recruit and select the salesforce,train the salesforce,and compensate the salesforce. 
B) Develop account management policies,implement the account management policies,and evaluate the account management policies. 
C) Set objectives,organize the salesforce,and develop account management policies. 
D) Organize the salesforce,establish quantitative assessment,and implement follow-up. 
E) Organize the salesforce,set motivational sales quotas,and evaluate the individual members of the salesforce. 
A) Recruit and select the salesforce,train the salesforce,and compensate the salesforce. 
B) Develop account management policies,implement the account management policies,and evaluate the account management policies. 
C) Set objectives,organize the salesforce,and develop account management policies. 
D) Organize the salesforce,establish quantitative assessment,and implement follow-up. 
E) Organize the salesforce,set motivational sales quotas,and evaluate the individual members of the salesforce.

Question 12

Inside order takers are also referred to as

Accepted Answer

A) managers. 
B) wait staff. 
C) prospectors. 
D) salesclerks. 
E) missionary salespeople. 
A) managers. 
B) wait staff. 
C) prospectors. 
D) salesclerks. 
E) missionary salespeople.

Question 13

Quantitative assessments of sales performance may be based on output-related measures,such as

Accepted Answer

A) dollar or unit sales volume,last year/current year sales ratio,and new accounts generated. 
B) sales calls,selling expenses,and account management policies. 
C) selling expenses,profits generated,and emotional intelligence quotient. 
D) new lead generation,sales quotas,and sales increases over the previous evaluation period. 
E) recruitment,selection,and training of new sales representatives. 
A) dollar or unit sales volume,last year/current year sales ratio,and new accounts generated. 
B) sales calls,selling expenses,and account management policies. 
C) selling expenses,profits generated,and emotional intelligence quotient. 
D) new lead generation,sales quotas,and sales increases over the previous evaluation period. 
E) recruitment,selection,and training of new sales representatives.

Question 14

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

Accepted Answer

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

Question 15

Two selling styles associated with the need-satisfaction presentation format are

Accepted Answer

A) adaptive selling and confrontational selling. 
B) adaptive selling and consultative selling. 
C) suggestive selling and canned selling. 
D) adaptive selling and suggestive selling. 
E) suggestive selling and consultative selling. 
A) adaptive selling and confrontational selling. 
B) adaptive selling and consultative selling. 
C) suggestive selling and canned selling. 
D) adaptive selling and suggestive selling. 
E) suggestive selling and consultative selling.

Question 16

The sales manager instructed the salesperson to " make at least 500 customer contacts between January 1 and July 1." The sales manager voiced a(n)________ sales objective.

Accepted Answer

A)  output-related 
B)  input-related 
C)  behaviorally related 
D)  comprehensive-related 
E)  market-related 
A)  output-related 
B)  input-related 
C)  behaviorally related 
D)  comprehensive-related 
E)  market-related

Question 17

All of the following are behavioral measures that are used to evaluate salespeople except which?

Accepted Answer

A) attitude 
B) product knowledge 
C) sales 
D) communication skills 
E) appearance 
A) attitude 
B) product knowledge 
C) sales 
D) communication skills 
E) appearance

Question 18

The use of various technologies to make the selling function more effective and efficient is referred to as

Accepted Answer

A) automated selling. 
B) direct selling. 
C) salesforce automation. 
D) salesforce computerization. 
E) salesforce networking. 
A) automated selling. 
B) direct selling. 
C) salesforce automation. 
D) salesforce computerization. 
E) salesforce networking.

Question 19

During a sales call,you respond to a customer's issue by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

Accepted Answer

A) postpone 
B) denial 
C) agree and neutralize 
D) ignore 
E) convert 
A) postpone 
B) denial 
C) agree and neutralize 
D) ignore 
E) convert

Question 20

Figure 20-4
  
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box A refers to

Accepted Answer

A) sales plan implementation. 
B) salesforce determination. 
C) salesforce communication. 
D) sales plan formulation. 
E) salesforce evaluation. 
A) sales plan implementation. 
B) salesforce determination. 
C) salesforce communication. 
D) sales plan formulation. 
E) salesforce evaluation.

Exam 20: Personal Selling and Sales Management

Which of the following statements should a salesperson use to postpone a prospect's objection?

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Salespeople called ________ typically answer simple questions,take orders,and complete transactions with customers.

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salesperson's competitors.

All of the following are sales presentation formats except which?

Sales management consists of three interrelated functions: ________,sales plan implementation,and salesforce evaluation.

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Toshiba America Medical Systems salespeople use ________ with capabilities to provide interactive presentations for their computerized tomography (CT)and magnetic resonance imaging (MRI)scanners.

A salesperson who is guided by the notion,"I try to sell customers all I can to convince them to buy,even if I think it is more than a wise customer should buy," has which type of orientation?

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Inside order takers are also referred to as

Quantitative assessments of sales performance may be based on output-related measures,such as

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

Two selling styles associated with the need-satisfaction presentation format are

The sales manager instructed the salesperson to " make at least 500 customer contacts between January 1 and July 1." The sales manager voiced a(n)________ sales objective.

All of the following are behavioral measures that are used to evaluate salespeople except which?

The use of various technologies to make the selling function more effective and efficient is referred to as

During a sales call,you respond to a customer's issue by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box A refers to

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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