Question 1

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called

Accepted Answer

A) team selling. 
B) cold calling. 
C) hot canvassing. 
D) formula selling. 
E) telemarketing. 
A) team selling. 
B) cold calling. 
C) hot canvassing. 
D) formula selling. 
E) telemarketing.

Question 2

________ involves the use of teams of sales,service,and technical personnel who work with purchasing,manufacturing,engineering,logistics,and financial executives in customer organizations.

Accepted Answer

A) Sales analysis 
B) Formula selling 
C) Adaptive selling 
D) Consultative selling 
E) Key account management 
A) Sales analysis 
B) Formula selling 
C) Adaptive selling 
D) Consultative selling 
E) Key account management

Question 3

Encyclopaedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement.The ad asks people to return the card for more information on how its encyclopedias can help children do better in school.Encyclopaedia Britannica was engaged in

Accepted Answer

A) cold canvassing. 
B) order taking. 
C) sales follow-up. 
D) stimulus-response selling. 
E) prospecting. 
A) cold canvassing. 
B) order taking. 
C) sales follow-up. 
D) stimulus-response selling. 
E) prospecting.

Question 4

Suggestive selling is a form of

Accepted Answer

A) formula selling presentation. 
B) stimulus-response presentation. 
C) needs-satisfaction presentation. 
D) hard sell presentation. 
E) formalized sales presentation. 
A) formula selling presentation. 
B) stimulus-response presentation. 
C) needs-satisfaction presentation. 
D) hard sell presentation. 
E) formalized sales presentation.

Question 5

Lindsey Smith's selling success is due in large part to her

Accepted Answer

A) developing relationships with CEOs and CFOs. 
B) using a team of sales personnel,technical specialists,and health care professionals in selling to and servicing key customers. 
C) continually reinforcing GE Healthcare's competitive advantage. 
D) simplifying sales presentations for technical products. 
E) staying on top of marketing trends for business-to-business selling. 
A) developing relationships with CEOs and CFOs. 
B) using a team of sales personnel,technical specialists,and health care professionals in selling to and servicing key customers. 
C) continually reinforcing GE Healthcare's competitive advantage. 
D) simplifying sales presentations for technical products. 
E) staying on top of marketing trends for business-to-business selling.

Question 6

All of the following are output-related measures used in quantitative assessments of sales performance except which?

Accepted Answer

A) new accounts generated 
B) dollar or unit sales volume 
C) sales of specific products 
D) selling expense related to sales made 
E) current sales ratio 
A) new accounts generated 
B) dollar or unit sales volume 
C) sales of specific products 
D) selling expense related to sales made 
E) current sales ratio

Question 7

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.When its salesperson told the prospect,"For this week only,we will pay all the shipping costs for new customers," the salesperson was using a(n)

Accepted Answer

A) reactive close. 
B) assumptive close. 
C) urgency close. 
D) consultative close. 
E) definitive close. 
A) reactive close. 
B) assumptive close. 
C) urgency close. 
D) consultative close. 
E) definitive close.

Question 8

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as

Accepted Answer

A) multichannel selling. 
B) cross-functional selling. 
C) partnership selling. 
D) relationship selling. 
E) customized ordering. 
A) multichannel selling. 
B) cross-functional selling. 
C) partnership selling. 
D) relationship selling. 
E) customized ordering.

Question 9

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Accepted Answer

A) body language,statements,and questions. 
B) questions,financial negotiation,and counteroffers. 
C) negotiations,questions,and requests for assurance. 
D) eye contact,body language,and requests for assurance. 
E) questions,statements,and financial negotiations. 
A) body language,statements,and questions. 
B) questions,financial negotiation,and counteroffers. 
C) negotiations,questions,and requests for assurance. 
D) eye contact,body language,and requests for assurance. 
E) questions,statements,and financial negotiations.

Question 10

The objective at the ________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Accepted Answer

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

Question 11

List the four things that research suggests will produce a motivated salesperson.

Accepted Answer

A sales plan cannot be successfully impl

Question 12

During the sales presentation,the prospect interrupted the salesperson's presentation and said,"Wait a minute.This looks like it's going to cost too much." The salesperson responded,"I think you'll be delighted with how relatively inexpensive this program is.I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

Accepted Answer

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

Question 13

Figure 20-7
  
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.Box C represents which account management policy?

Accepted Answer

A) accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts that offer a poor opportunity because they have high levels of competition 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization 
A) accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts that offer a poor opportunity because they have high levels of competition 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization

Question 14

An office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will now report to the Midwest regional manager." It would appear the company that issued the memo uses a ________ sales organization for its salesforce.

Accepted Answer

A) profit 
B) customer 
C) product 
D) geographical 
E) market 
A) profit 
B) customer 
C) product 
D) geographical 
E) market

Question 15

Figure 20-7
  
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.Box B represents which account management policy?

Accepted Answer

A) accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts that offer a poor opportunity because they have high levels of competition 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization 
A) accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts that offer a poor opportunity because they have high levels of competition 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization

Question 16

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

Question 17

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Accepted Answer

A) need-satisfaction presentation 
B) stimulus-response presentation 
C) cold canvassing 
D) canned sales presentation 
E) directed selling presentation 
A) need-satisfaction presentation 
B) stimulus-response presentation 
C) cold canvassing 
D) canned sales presentation 
E) directed selling presentation

Question 18

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A) Salespeople have little say in a company's account management policies. 
B) Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
C) Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
D) Salespeople create customer value by providing follow-through after the sale. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases. 
A) Salespeople have little say in a company's account management policies. 
B) Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
C) Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
D) Salespeople create customer value by providing follow-through after the sale. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Question 19

Which form of personal selling has the lowest requirement for problem solving?

Accepted Answer

A) order taker 
B) order getter 
C) sales engineer 
D) missionary salesperson 
E) team selling 
A) order taker 
B) order getter 
C) sales engineer 
D) missionary salesperson 
E) team selling

Question 20

A need-satisfaction presentation is a format that

Accepted Answer

A) uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson,the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs. 
A) uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson,the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs.

Exam 20: Personal Selling and Sales Management

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called

________ involves the use of teams of sales,service,and technical personnel who work with purchasing,manufacturing,engineering,logistics,and financial executives in customer organizations.

Encyclopaedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement.The ad asks people to return the card for more information on how its encyclopedias can help children do better in school.Encyclopaedia Britannica was engaged in

Suggestive selling is a form of

Lindsey Smith's selling success is due in large part to her

All of the following are output-related measures used in quantitative assessments of sales performance except which?

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.When its salesperson told the prospect,"For this week only,we will pay all the shipping costs for new customers," the salesperson was using a(n)

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

The objective at the ________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

List the four things that research suggests will produce a motivated salesperson.

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.Box C represents which account management policy?

An office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will now report to the Midwest regional manager." It would appear the company that issued the memo uses a ________ sales organization for its salesforce.

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.Box B represents which account management policy?

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

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Which of the following statements regarding the role of salespeople is most accurate?

Which form of personal selling has the lowest requirement for problem solving?

A need-satisfaction presentation is a format that

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

Filters