Question 1

Figure 20-3
  
-As shown in Figure 20-3 above,Box C 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 2

A sales quota contains goals,such as last year/current year sales ratio,accounts generated,profit achieved,

Accepted Answer

A) sales of specific products. 
B) new clients contacted. 
C) reports filed. 
D) complaints received. 
E) customer enquiries. 
A) sales of specific products. 
B) new clients contacted. 
C) reports filed. 
D) complaints received. 
E) customer enquiries.

Question 3

In the context of the personal selling process,excuses for not making a purchase commitment or decision are referred to as

Accepted Answer

A) rationalizations. 
B) equivocations. 
C) refusals. 
D) objections. 
E) qualifications. 
A) rationalizations. 
B) equivocations. 
C) refusals. 
D) objections. 
E) qualifications.

Question 4

In many societies outside the United States,considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers.This occurs during the ________ stage of the personal selling process.

Accepted Answer

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

Question 5

SFA is an acronym for

Accepted Answer

A) salesforce automation. 
B) sales factory automation. 
C) sales flexible automation. 
D) sales functional automation. 
E) sales frequency automation. 
A) salesforce automation. 
B) sales factory automation. 
C) sales flexible automation. 
D) sales functional automation. 
E) sales frequency automation.

Question 6

Harry goes to the local Staples store to purchase a laptop.He asks many questions of the salesclerk,compares various models on display,and decides on the Sony Vaio.The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer.This is an example of

Accepted Answer

A) inquiry selling. 
B) formula selling. 
C) method selling. 
D) suggestive selling. 
E) need-satisfaction selling. 
A) inquiry selling. 
B) formula selling. 
C) method selling. 
D) suggestive selling. 
E) need-satisfaction selling.

Question 7

A(n)________ is a written document that describes job relationships and requirements that characterize each sales position.

Accepted Answer

A) sales plan 
B) job analysis 
C) employee contract 
D) job description 
E) personal performance plan 
A) sales plan 
B) job analysis 
C) employee contract 
D) job description 
E) personal performance plan

Question 8

Salespeople are paid using one of three plans:

Accepted Answer

A) incremental salary,input-based commission,and output-based commission. 
B) straight salary,straight commission,and graded-scale competitive pay. 
C) percentage of sales,percentage of profits,and straight salary. 
D) straight salary,straight commission,and a combination of salary and commission. 
E) straight commission,percentage of market share,and a combination of salary and commission. 
A) incremental salary,input-based commission,and output-based commission. 
B) straight salary,straight commission,and graded-scale competitive pay. 
C) percentage of sales,percentage of profits,and straight salary. 
D) straight salary,straight commission,and a combination of salary and commission. 
E) straight commission,percentage of market share,and a combination of salary and commission.

Question 9

The Xerox salesforce is divided into four geographic organizations: North America,Europe,Global Accounts,and Developing Markets.Within each geographic area,the majority of Xerox products and services are typically sold through its

Accepted Answer

A) distributors. 
B) competitor partnerships. 
C) order takers. 
D) direct salesforce. 
E) telemarketers. 
A) distributors. 
B) competitor partnerships. 
C) order takers. 
D) direct salesforce. 
E) telemarketers.

Question 10

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by

Accepted Answer

A) having a cross-functional team teleconference before each customer encounter. 
B) preparing state-of-the-art presentations about the newest Xerox printer technologies. 
C) familiarizing themselves with the potential client and its document needs. 
D) secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware. 
E) role-playing different possible scenarios that might occur during the actual sales presentation. 
A) having a cross-functional team teleconference before each customer encounter. 
B) preparing state-of-the-art presentations about the newest Xerox printer technologies. 
C) familiarizing themselves with the potential client and its document needs. 
D) secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware. 
E) role-playing different possible scenarios that might occur during the actual sales presentation.

Question 11

The ________ is a common formula-based approach for determining the size of a salesforce.

Accepted Answer

A) sales response function 
B) account management framework 
C) workhorse method 
D) salesforce allocation method 
E) workload method 
A) sales response function 
B) account management framework 
C) workhorse method 
D) salesforce allocation method 
E) workload method

Question 12

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 A 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 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 D 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 strong opportunity because they have low 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 strong opportunity because they have low 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 assumptive close refers to

Accepted Answer

A) demanding the prospect to make a decision on some aspect of the purchase. 
B) allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase. 
C) committing the prospect quickly by making references to the time limits of the purchase. 
D) making an exchange of money or other unit of value. 
E) asking the prospect to make choices concerning delivery,warranty,or financing terms. 
A) demanding the prospect to make a decision on some aspect of the purchase. 
B) allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase. 
C) committing the prospect quickly by making references to the time limits of the purchase. 
D) making an exchange of money or other unit of value. 
E) asking the prospect to make choices concerning delivery,warranty,or financing terms.

Question 15

A sales plan is a

Accepted Answer

A) method of determining a fair and equitable compensation plan. 
B) method of identifying the target markets that most closely meet the special skills of the salesforce. 
C) method for determining the size of a salesforce that integrates the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) method that specifies times and places for direct communications between salespeople and their supervisor. 
A) method of determining a fair and equitable compensation plan. 
B) method of identifying the target markets that most closely meet the special skills of the salesforce. 
C) method for determining the size of a salesforce that integrates the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) method that specifies times and places for direct communications between salespeople and their supervisor.

Question 16

The practice of using a group of professionals in selling to and servicing major customers is referred to as

Accepted Answer

A) cooperative selling. 
B) missionary sales. 
C) sales engineering. 
D) team selling. 
E) partnership selling. 
A) cooperative selling. 
B) missionary sales. 
C) sales engineering. 
D) team selling. 
E) partnership selling.

Question 17

A sales engineer is a

Accepted Answer

A) salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services. 
B) salesperson who processes routine orders or reorders for products that are presold by the company. 
C) salesperson who identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on a customer's use of a product or service. 
D) person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A) salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services. 
B) salesperson who processes routine orders or reorders for products that are presold by the company. 
C) salesperson who identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on a customer's use of a product or service. 
D) person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 18

In the context of a salesperson's position,explain what a job description is.In the answer,specify the six attributes that it purports to explain.

Accepted Answer

A job description is a written document

Question 19

All of the following are types of sales objectives except which?

Accepted Answer

A) input-related 
B) employer-related 
C) competitor-related 
D) behaviorally related 
E) output-related 
A) input-related 
B) employer-related 
C) competitor-related 
D) behaviorally related 
E) output-related

Question 20

A salesclerk at L.L.Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountain boots.

Accepted Answer

A) a stimulus-response presentation 
B) a transactional sales presentation 
C) need-satisfaction selling 
D) consultative selling 
E) formula selling 
A) a stimulus-response presentation 
B) a transactional sales presentation 
C) need-satisfaction selling 
D) consultative selling 
E) formula selling

Exam 20: Personal Selling and Sales Management

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

A sales quota contains goals,such as last year/current year sales ratio,accounts generated,profit achieved,

In the context of the personal selling process,excuses for not making a purchase commitment or decision are referred to as

In many societies outside the United States,considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers.This occurs during the ________ stage of the personal selling process.

SFA is an acronym for

A(n)________ is a written document that describes job relationships and requirements that characterize each sales position.

Salespeople are paid using one of three plans:

The Xerox salesforce is divided into four geographic organizations: North America,Europe,Global Accounts,and Developing Markets.Within each geographic area,the majority of Xerox products and services are typically sold through its

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by

The ________ is a common formula-based approach for determining the size of a 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 A represents which account management policy?

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 D represents which account management policy?

An assumptive close refers to

A sales plan is a

The practice of using a group of professionals in selling to and servicing major customers is referred to as

A sales engineer is a

In the context of a salesperson's position,explain what a job description is.In the answer,specify the six attributes that it purports to explain.

All of the following are types of sales objectives except which?

A salesclerk at L.L.Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountain boots.

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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