Question 1

An order getter is

Accepted Answer

A) a salesperson who specializes in identifying,analyzing,and solving customer problems,but who does not actually sell products and services. 
B) a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers. 
C) a salesperson who sells in a conventional sense and identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on customers' use of a product or service. 
D) a person on the selling team who is responsible for obtaining qualified leads. 
E) a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A) a salesperson who specializes in identifying,analyzing,and solving customer problems,but who does not actually sell products and services. 
B) a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers. 
C) a salesperson who sells in a conventional sense and identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on customers' use of a product or service. 
D) a person on the selling team who is responsible for obtaining qualified leads. 
E) a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 2

As a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in

Accepted Answer

A) adaptive selling. 
B) suggestive selling. 
C) formula selling. 
D) consultative selling. 
E) relationship selling. 
A) adaptive selling. 
B) suggestive selling. 
C) formula selling. 
D) consultative selling. 
E) relationship selling.

Question 3

The personal selling process is

Accepted Answer

A) the activities that begin with the prospecting of potential leads to the final closing of a sale. 
B) the three sales activities that include identifying a customer with an unfilled need,identifying a product or service that could satisfy that need,and initiating a formalized exchange or sale. 
C) the formalized sales protocol used by a company's salesforce to ensure a consistent quality sales presentation. 
D) the sales activities occurring before,during,and after the sale itself,consisting of six stages: prospecting,preapproach,approach,presentation,close,and follow-up. 
E) the sequential steps taken to close a sale including finalizing product benefits,arranging for distribution,and obtaining payment. 
A) the activities that begin with the prospecting of potential leads to the final closing of a sale. 
B) the three sales activities that include identifying a customer with an unfilled need,identifying a product or service that could satisfy that need,and initiating a formalized exchange or sale. 
C) the formalized sales protocol used by a company's salesforce to ensure a consistent quality sales presentation. 
D) the sales activities occurring before,during,and after the sale itself,consisting of six stages: prospecting,preapproach,approach,presentation,close,and follow-up. 
E) the sequential steps taken to close a sale including finalizing product benefits,arranging for distribution,and obtaining payment.

Question 4

In the ________ stage of the personal selling process,the first impression is critical.

Accepted Answer

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

Question 5

What are the three types of prospects in personal selling?

Accepted Answer

A) leads,prospects,and buyers 
B) leads,prospects,and qualified prospects 
C) cold,warm,and hot 
D) awareness,trial,and adoption 
E) primary leads,secondary leads,and final leads 
A) leads,prospects,and buyers 
B) leads,prospects,and qualified prospects 
C) cold,warm,and hot 
D) awareness,trial,and adoption 
E) primary leads,secondary leads,and final leads

Question 6

During the ________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Accepted Answer

A) prospecting 
B) preapproach 
C) approach 
D) presentation 
E) closing 
A) prospecting 
B) preapproach 
C) approach 
D) presentation 
E) closing

Question 7

Which of the following statements regarding cold canvassing is most accurate?

Accepted Answer

A) Currently,there are no federal regulations regarding cold canvassing. 
B) Generally,only about 1 in 100 cold canvass calls results in a sale,so it is only effective for costly items. 
C) Cold calling is the most common type of sales prospecting in Asia and Latin America. 
D) The majority of U.S.consumers consider cold canvassing an intrusion on their privacy. 
E) The Telephone Consumer Protection Act ensures the rights of telemarketers to call anyone listed in a public directory,whether they choose to be called or not. 
A) Currently,there are no federal regulations regarding cold canvassing. 
B) Generally,only about 1 in 100 cold canvass calls results in a sale,so it is only effective for costly items. 
C) Cold calling is the most common type of sales prospecting in Asia and Latin America. 
D) The majority of U.S.consumers consider cold canvassing an intrusion on their privacy. 
E) The Telephone Consumer Protection Act ensures the rights of telemarketers to call anyone listed in a public directory,whether they choose to be called or not.

Question 8

In personal selling,a ________ is an individual who wants a product,can afford to buy it,and is the decision maker.

Accepted Answer

A) qualified prospect 
B) customer 
C) lead 
D) prospect 
E) gatekeeper 
A) qualified prospect 
B) customer 
C) lead 
D) prospect 
E) gatekeeper

Question 9

Another name for cold calling is

Accepted Answer

A) cold canvassing. 
B) telemarketing. 
C) hot canvassing. 
D) missionary selling. 
E) trial close selling. 
A) cold canvassing. 
B) telemarketing. 
C) hot canvassing. 
D) missionary selling. 
E) trial close selling.

Question 10

Account management policies

Accepted Answer

A) specify how salespeople will be compensated and how sales performance will be evaluated. 
B) specify which products or services will be offered to which consumers,through which outlets,and at what price. 
C) specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole. 
D) specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out. 
E) determine the sales quotas for the upcoming year based upon past sales performance and current estimates of demand. 
A) specify how salespeople will be compensated and how sales performance will be evaluated. 
B) specify which products or services will be offered to which consumers,through which outlets,and at what price. 
C) specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole. 
D) specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out. 
E) determine the sales quotas for the upcoming year based upon past sales performance and current estimates of demand.

Question 11

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the ________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Accepted Answer

A) President's Club 
B) Keener's Club 
C) Prestige Club 
D) Triumph Club 
E) Kudos Club 
A) President's Club 
B) Keener's Club 
C) Prestige Club 
D) Triumph Club 
E) Kudos Club

Question 12

The search for and qualification of potential customers during the personal selling process is referred to as

Accepted Answer

A) prospecting. 
B) customer mining. 
C) lead initiation. 
D) cold calling. 
E) garnering. 
A) prospecting. 
B) customer mining. 
C) lead initiation. 
D) cold calling. 
E) garnering.

Question 13

A geographical sales organization would not be the best structure if

Accepted Answer

A) a firm is trying to reduce duplication of selling effort. 
B) a firm is trying to minimize travel time. 
C) a firm's products or customers require specialized knowledge. 
D) different buyers have similar needs. 
E) there is a need to increase the number of salespersons in the salesforce. 
A) a firm is trying to reduce duplication of selling effort. 
B) a firm is trying to minimize travel time. 
C) a firm's products or customers require specialized knowledge. 
D) different buyers have similar needs. 
E) there is a need to increase the number of salespersons in the salesforce.

Question 14

The salesperson's objective is to "search for and qualify potential customers" during which stage in the personal selling process?

Accepted Answer

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

Question 15

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale from a new customer.

Accepted Answer

A) one-quarter 
B) one-half 
C) the same as 
D) twice 
E) triple 
A) one-quarter 
B) one-half 
C) the same as 
D) twice 
E) triple

Question 16

Figure 20-3
  
-As shown in Figure 20-3 above,Box B 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 17

Russ Berry Co.is a company that makes gifts and collectibles.When its southeastern sales representative is driving through a community on her way to make a sales call,she looks for small independent florists and gift shops.When she finds a retailer she knows is not carrying Russ products,she stops and makes a sales call.The company's sales rep uses ________ to find its prospects.

Accepted Answer

A) stimulus-response selling 
B) order taking 
C) cold canvassing 
D) formula selling 
E) telemarketing 
A) stimulus-response selling 
B) order taking 
C) cold canvassing 
D) formula selling 
E) telemarketing

Question 18

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the ________ stage of the personal selling process.

Accepted Answer

A) data mining 
B) preapproach 
C) approach 
D) presentation 
E) prospecting 
A) data mining 
B) preapproach 
C) approach 
D) presentation 
E) prospecting

Question 19

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A) Order getters often replenish a retailer's inventories. 
B) Order getters handle orders obtained on inbound telemarketing. 
C) Order getters require considerable product knowledge. 
D) Order getters typically process reorders for products already sold by the company. 
E) Order getter sales calls traditionally require the lowest financial investment from the firm. 
A) Order getters often replenish a retailer's inventories. 
B) Order getters handle orders obtained on inbound telemarketing. 
C) Order getters require considerable product knowledge. 
D) Order getters typically process reorders for products already sold by the company. 
E) Order getter sales calls traditionally require the lowest financial investment from the firm.

Question 20

Recently,Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM)and its xRM framework for delivering increased productivity and cost savings for customers worldwide.Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer.The Microsoft expert is most likely engaged in

Accepted Answer

A) relationship selling. 
B) formula selling. 
C) suggestive selling. 
D) adaptive selling. 
E) consultative selling. 
A) relationship selling. 
B) formula selling. 
C) suggestive selling. 
D) adaptive selling. 
E) consultative selling.

Exam 20: Personal Selling and Sales Management

An order getter is

The personal selling process is

In the ________ stage of the personal selling process,the first impression is critical.

What are the three types of prospects in personal selling?

During the ________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Which of the following statements regarding cold canvassing is most accurate?

In personal selling,a ________ is an individual who wants a product,can afford to buy it,and is the decision maker.

Another name for cold calling is

Account management policies

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the ________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

The search for and qualification of potential customers during the personal selling process is referred to as

A geographical sales organization would not be the best structure if

The salesperson's objective is to "search for and qualify potential customers" during which stage in the personal selling process?

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale from a new customer.

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

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the ________ stage of the personal selling process.

Which of the following statements regarding order getters is most accurate?

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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