Question 1

Personal selling can use all of the following modes of communication except which?

Accepted Answer

A) video teleconferencing 
B) Internet-enabled links between buyers and sellers 
C) a face-to-face encounter 
D) over the telephone 
E) social networks such as Facebook 
A) video teleconferencing 
B) Internet-enabled links between buyers and sellers 
C) a face-to-face encounter 
D) over the telephone 
E) social networks such as Facebook

Question 2

What percentage of a sales representative's time is spent selling?

Accepted Answer

A) 22 percent 
B) 36 percent 
C) 48 percent 
D) 59 percent 
E) 73 percent 
A) 22 percent 
B) 36 percent 
C) 48 percent 
D) 59 percent 
E) 73 percent

Question 3

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Accepted Answer

A) "I think I might be able to explain that better to you after showing you this diagram." 
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 after showing you this diagram." 
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 4

Organizing a selling organization includes answering all of the following questions except which?

Accepted Answer

A) Should the firm use independent agents such as manufacturer's representatives? 
B) How many company salespeople should be employed? 
C) Should the salespeople be organized according to geography,customer type,or offering? 
D) Should the firm use its own salesforce? 
E) How should the salesforce be compensated? 
A) Should the firm use independent agents such as manufacturer's representatives? 
B) How many company salespeople should be employed? 
C) Should the salespeople be organized according to geography,customer type,or offering? 
D) Should the firm use its own salesforce? 
E) How should the salesforce be compensated?

Question 5

In personal selling,the customer who wants or needs the product is referred to as a

Accepted Answer

A) hot lead. 
B) cold call. 
C) lead. 
D) prospect. 
E) qualified prospect. 
A) hot lead. 
B) cold call. 
C) lead. 
D) prospect. 
E) qualified prospect.

Question 6

Salesperson Performance Tracking Marketing Dashboard at MooreChem
  
-Consider the Marketing Dashboard above,which includes metrics for salesperson performance tracking for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Accepted Answer

A) the salesperson has not made enough sales calls. 
B) the salesperson is selling too many high margin products. 
C) the salesperson's sales quota is too low. 
D) the salesperson is selling too many low margin products. 
E) the salesperson's sales quota is too high. 
A) the salesperson has not made enough sales calls. 
B) the salesperson is selling too many high margin products. 
C) the salesperson's sales quota is too low. 
D) the salesperson is selling too many low margin products. 
E) the salesperson's sales quota is too high.

Question 7

The aptitudes,knowledge,skills,and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a statement of job

Accepted Answer

A) credentials. 
B) training. 
C) education. 
D) experience. 
E) qualifications. 
A) credentials. 
B) training. 
C) education. 
D) experience. 
E) qualifications.

Question 8

Two features of successful ________ are the availability of "live chat" opportunities and the ability to provide a single source for customer problem solving.

Accepted Answer

A) time management software 
B) customer service and support automation 
C) sales force automation 
D) warranty software 
E) marketing automation 
A) time management software 
B) customer service and support automation 
C) sales force automation 
D) warranty software 
E) marketing automation

Question 9

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Accepted Answer

A) "I think I might be able to explain that better to you after showing you this diagram." 
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 after showing you this diagram." 
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 10

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r

Question 11

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl

Question 12

Which of the following statements describes a major drawback associated with a canned sales presentation?

Accepted Answer

A) A canned sales presentation provides too little information to prospects. 
B) A canned sales presentation is difficult for inexperienced salespeople to use. 
C) A canned sales presentation allows little room for feedback from prospective customers. 
D) A canned sales presentation is too expensive and time consuming. 
E) A canned sales presentation lacks consistency. 
A) A canned sales presentation provides too little information to prospects. 
B) A canned sales presentation is difficult for inexperienced salespeople to use. 
C) A canned sales presentation allows little room for feedback from prospective customers. 
D) A canned sales presentation is too expensive and time consuming. 
E) A canned sales presentation lacks consistency.

Question 13

The practice of proposing related or complementary products and services 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 14

Relationship selling refers to

Accepted Answer

A) the assignment of a single salesperson to a single customer throughout the entire sales process. 
B) when suppliers 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 customer. 
C) the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. 
D) the practice of using an entire team of professionals in selling to and servicing key customers. 
E) the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service. 
A) the assignment of a single salesperson to a single customer throughout the entire sales process. 
B) when suppliers 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 customer. 
C) the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. 
D) the practice of using an entire team of professionals in selling to and servicing key customers. 
E) the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service.

Question 15

It is estimated that the average cost of a single field sales call on a business customer is about ________,factoring in salespeople's compensation,benefits,and travel-and-entertainment expenses.

Accepted Answer

A) $150 
B) $250 
C) $325 
D) $400 
E) $500 
A) $150 
B) $250 
C) $325 
D) $400 
E) $500

Question 16

Behavioral measures used to evaluate salespeople include assessments of a salesperson's ________,attention to customers,product knowledge,selling and communication skills,appearance,and professional demeanor.

Accepted Answer

A) attitude 
B) sales level 
C) intelligence 
D) personal values 
E) personal ethics 
A) attitude 
B) sales level 
C) intelligence 
D) personal values 
E) personal ethics

Question 17

Partnership selling is sometimes referred to as

Accepted Answer

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

Question 18

A disadvantage of a customer sales organization is

Accepted Answer

A) the need to assign just one salesperson to local,regional,national,and global territories. 
B) an increased need for multilingual salespeople. 
C) the smaller number of qualified sales managers. 
D) the need for close teamwork among a diverse salesforce. 
E) higher administrative costs and some duplication of selling effort. 
A) the need to assign just one salesperson to local,regional,national,and global territories. 
B) an increased need for multilingual salespeople. 
C) the smaller number of qualified sales managers. 
D) the need for close teamwork among a diverse salesforce. 
E) higher administrative costs and some duplication of selling effort.

Question 19

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about ________,versus $500 for a single field sales call.

Accepted Answer

A) $10 to $15 
B) $15 to $20 
C) $20 to $25 
D) $40 to $50 
E) $60 to $70 
A) $10 to $15 
B) $15 to $20 
C) $20 to $25 
D) $40 to $50 
E) $60 to $70

Question 20

In a ________,the United States,or even the globe,is divided into regions and each region is divided into districts or territories.

Accepted Answer

A) product/service sales organization 
B) customer sales organization 
C) geographic sales organization 
D) demographic sales organization 
E) NAICS sales organization 
A) product/service sales organization 
B) customer sales organization 
C) geographic sales organization 
D) demographic sales organization 
E) NAICS sales organization

Exam 20: Personal Selling and Sales Management

Personal selling can use all of the following modes of communication except which?

What percentage of a sales representative's time is spent selling?

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Organizing a selling organization includes answering all of the following questions except which?

In personal selling,the customer who wants or needs the product is referred to as a

The aptitudes,knowledge,skills,and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a statement of job

Two features of successful ________ are the availability of "live chat" opportunities and the ability to provide a single source for customer problem solving.

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Explain the difference between order takers and order getters.

Explain the difference between personal selling and sales management.

Which of the following statements describes a major drawback associated with a canned sales presentation?

The practice of proposing related or complementary products and services during the sales process is referred to as

Relationship selling refers to

It is estimated that the average cost of a single field sales call on a business customer is about ________,factoring in salespeople's compensation,benefits,and travel-and-entertainment expenses.

Behavioral measures used to evaluate salespeople include assessments of a salesperson's ________,attention to customers,product knowledge,selling and communication skills,appearance,and professional demeanor.

Partnership selling is sometimes referred to as

A disadvantage of a customer sales organization is

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about ________,versus $500 for a single field sales call.

In a ________,the United States,or even the globe,is divided into regions and each region is divided into districts or territories.

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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