Question 1

The practice of using the telephone rather than personal visits to contact customers is referred to as

Accepted Answer

A) missionary selling. 
B) outbound telemarketing. 
C) cold canvassing. 
D) inbound telemarketing. 
E) team selling. 
A) missionary selling. 
B) outbound telemarketing. 
C) cold canvassing. 
D) inbound telemarketing. 
E) team selling.

Question 2

When handling ________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

A) rationalizations 
B) counteroffers 
C) refusals 
D) objections 
E) qualifications 
A) rationalizations 
B) counteroffers 
C) refusals 
D) objections 
E) qualifications

Question 3

What are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role

Question 4

Figure 20-4
  
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C 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 5

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its salesforce was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio

Question 6

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Accepted Answer

A) explains why competitor's products are inferior. 
B) summarizes relevant information about potential solutions. 
C) requests a meeting with the company gatekeeper. 
D) requests a meeting with the official buyer to determine the possibility of a sale. 
E) gets a signed document or confirmation of the sale. 
A) explains why competitor's products are inferior. 
B) summarizes relevant information about potential solutions. 
C) requests a meeting with the company gatekeeper. 
D) requests a meeting with the official buyer to determine the possibility of a sale. 
E) gets a signed document or confirmation of the sale.

Question 7

About 60 percent of U.S.companies now include customer satisfaction as a(n)________ measure of salesperson performance.

Accepted Answer

A) demonstrative 
B) sensitive 
C) cognitive 
D) emotional 
E) behavioral 
A) demonstrative 
B) sensitive 
C) cognitive 
D) emotional 
E) behavioral

Question 8

All of the following statements regarding order getters are true except which?

Accepted Answer

A) Order getters require considerable product knowledge. 
B) Order getters are most often used in new-buy or modified rebuy situations. 
C) Order getters include those who are involved in outbound telemarketing. 
D) Order getters typically represent products that have few options and highly standardized industrial products. 
E) Order getter sales calls require substantial investment from the firm. 
A) Order getters require considerable product knowledge. 
B) Order getters are most often used in new-buy or modified rebuy situations. 
C) Order getters include those who are involved in outbound telemarketing. 
D) Order getters typically represent products that have few options and highly standardized industrial products. 
E) Order getter sales calls require substantial investment from the firm.

Question 9

Missionary salespeople are

Accepted Answer

A) salespeople who specialize in identifying,analyzing,and solving customer problems,but who do not actually sell products and services. 
B) salespeople who process routine orders for products that are presold by the company. 
C) salespeople who identify prospective customers,provide customers with information,persuade customers to buy,close sales,and follow up on a customer's use of the product or service. 
D) people on the selling team who are responsible for obtaining qualified leads. 
E) sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products. 
A) salespeople who specialize in identifying,analyzing,and solving customer problems,but who do not actually sell products and services. 
B) salespeople who process routine orders for products that are presold by the company. 
C) salespeople who identify prospective customers,provide customers with information,persuade customers to buy,close sales,and follow up on a customer's use of the product or service. 
D) people on the selling team who are responsible for obtaining qualified leads. 
E) sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.

Question 10

Which of the following statements about salesforce training is most accurate?

Accepted Answer

A) The training of sales managers is both expensive and extensive,unlike the training of salespeople,which is relatively inexpensive. 
B) A major flaw in the sales industry is a lack of employer-sponsored training. 
C) Sales ability is instinctive;it cannot be taught. 
D) Whereas recruitment and selection of salespeople is a onetime event,salesforce training is an ongoing process that affects both new and seasoned salespeople. 
E) A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills. 
A) The training of sales managers is both expensive and extensive,unlike the training of salespeople,which is relatively inexpensive. 
B) A major flaw in the sales industry is a lack of employer-sponsored training. 
C) Sales ability is instinctive;it cannot be taught. 
D) Whereas recruitment and selection of salespeople is a onetime event,salesforce training is an ongoing process that affects both new and seasoned salespeople. 
E) A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills.

Question 11

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as,"What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" Once key ideas have been uncovered,the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the ________ selling format.

Accepted Answer

A) need-satisfaction 
B) formula 
C) stimulus-response 
D) creative 
E) problem resolution 
A) need-satisfaction 
B) formula 
C) stimulus-response 
D) creative 
E) problem resolution

Question 12

Selling objectives can be ________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be ________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

A) input-related;output-related 
B) financially related;accounting-related 
C) short-term;long-term 
D) customer-related;salesperson-related 
E) output-related;input-related 
A) input-related;output-related 
B) financially related;accounting-related 
C) short-term;long-term 
D) customer-related;salesperson-related 
E) output-related;input-related

Question 13

An effective sales plan objective should be

Accepted Answer

A) general,measurable,and flexible. 
B) profitable,subjective,and measurable. 
C) precise,profitable,and flexible. 
D) precise,measurable,and time specific. 
E) general,flexible,and profitable. 
A) general,measurable,and flexible. 
B) profitable,subjective,and measurable. 
C) precise,profitable,and flexible. 
D) precise,measurable,and time specific. 
E) general,flexible,and profitable.

Question 14

Today,________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and create and sustain value for their customers.

Accepted Answer

A) 15 
B) 20 
C) 45 
D) 75 
E) 90 
A) 15 
B) 20 
C) 45 
D) 75 
E) 90

Question 15

About 60 percent of U.S.companies now include ________ as a behavioral measure of salesperson performance.

Accepted Answer

A) the ability to read body language 
B) customer satisfaction 
C) suggestive selling skills 
D) emotional intelligence 
E) cold canvassing skills 
A) the ability to read body language 
B) customer satisfaction 
C) suggestive selling skills 
D) emotional intelligence 
E) cold canvassing skills

Question 16

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as

Accepted Answer

A) key account management. 
B) relationship marketing. 
C) relationship selling. 
D) customer account management. 
E) needs-satisfaction selling. 
A) key account management. 
B) relationship marketing. 
C) relationship selling. 
D) customer account management. 
E) needs-satisfaction selling.

Question 17

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Accepted Answer

A) sales management. 
B) personal selling. 
C) sales promotion. 
D) direct selling. 
E) marketing management. 
A) sales management. 
B) personal selling. 
C) sales promotion. 
D) direct selling. 
E) marketing management.

Question 18

The workload method

Accepted Answer

A) determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories. 
B) identifies the target market that most closely meets the special skills of the salesforce. 
C) determines the size of a salesforce by integrating the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) describes what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's products. 
A) determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories. 
B) identifies the target market that most closely meets the special skills of the salesforce. 
C) determines the size of a salesforce by integrating the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) describes what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's products.

Question 19

Job analysis refers to

Accepted Answer

A) a thorough evaluation of a salesperson's performance based upon both input and output objectives. 
B) a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead being converted into a sale. 
C) a study of a particular sales position,including how the job is to be performed and the tasks that make up the job. 
D) a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan. 
E) a written document that describes the job relationships and requirements that characterize each sales position. 
A) a thorough evaluation of a salesperson's performance based upon both input and output objectives. 
B) a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead being converted into a sale. 
C) a study of a particular sales position,including how the job is to be performed and the tasks that make up the job. 
D) a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan. 
E) a written document that describes the job relationships and requirements that characterize each sales position.

Question 20

When Daniel was hired to work for Bush Refrigeration Co. ,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a ________ to compensate Daniel for his time and effort.

Accepted Answer

A) sales response compensation plan 
B) combination compensation plan 
C) straight salary compensation plan 
D) straight commission compensation plan 
E) market share compensation plan 
A) sales response compensation plan 
B) combination compensation plan 
C) straight salary compensation plan 
D) straight commission compensation plan 
E) market share compensation plan

Exam 20: Personal Selling and Sales Management

The practice of using the telephone rather than personal visits to contact customers is referred to as

When handling ________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

What are the three major roles of personal selling in a firm's overall marketing effort?

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

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

About 60 percent of U.S.companies now include customer satisfaction as a(n)________ measure of salesperson performance.

All of the following statements regarding order getters are true except which?

Missionary salespeople are

Which of the following statements about salesforce training is most accurate?

Selling objectives can be ________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be ________ and emphasize the number of sales calls and selling expenses.

An effective sales plan objective should be

Today,________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and create and sustain value for their customers.

About 60 percent of U.S.companies now include ________ as a behavioral measure of salesperson performance.

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

The workload method

Job analysis refers to

When Daniel was hired to work for Bush Refrigeration Co. ,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a ________ to compensate Daniel for his time and effort.

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

Selling objectives can be and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be and emphasize the number of sales calls and selling expenses.