Question 1

Which is the simplest form of salesforce organizational structure?

Accepted Answer

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

Question 2

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Accepted Answer

A) high and the sales organization has a weak competitive position. 
B) low and the sales organization has a strong competitive position. 
C) high and there is a likelihood that a strong competitive position can be achieved. 
D) low and the sales organization has a low competitive position. 
E) high and the sales organization has strong competitive position. 
A) high and the sales organization has a weak competitive position. 
B) low and the sales organization has a strong competitive position. 
C) high and there is a likelihood that a strong competitive position can be achieved. 
D) low and the sales organization has a low competitive position. 
E) high and the sales organization has strong competitive position.

Question 3

The use of computer, information, communication, and Internet technology to make the sales function more effective and efficient is referred to as

Accepted Answer

A) automated selling. 
B) direct selling. 
C) salesforce automation. 
D) salesforce computerization. 
E) salesforce networking. 
A) automated selling. 
B) direct selling. 
C) salesforce automation. 
D) salesforce computerization. 
E) salesforce networking.

Question 4

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl

Question 5

Two types of order takers exist. __________ visit customers and replenish inventory stocks of resellers, whereas __________ typically answer simple questions, take orders, and complete transactions with customers.

Accepted Answer

A) Inside order takers; outside order takers 
B) Inside order takers; outside order clerks 
C) Outside order takers; inside order takers 
D) Salesclerks; inbound telemarketers 
E) Inside order clerks; outside order takers 
A) Inside order takers; outside order takers 
B) Inside order takers; outside order clerks 
C) Outside order takers; inside order takers 
D) Salesclerks; inbound telemarketers 
E) Inside order clerks; outside order takers

Question 6

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 7

Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?

Accepted Answer

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

Question 8

A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for Toshiba's computerized tomography (CT) and magnetic resonance imaging (MRI) scanners. With it, the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company's products in operation as well as narrated testimonials from satisfied customers. Such technological capabilities have made it effective both for sales presentations and for training salespeople. This would be an example of the use of

Accepted Answer

A) specialized order taker. 
B) sales management principles. 
C) customer relationship management. 
D) salesforce technology. 
E) account management policies. 
A) specialized order taker. 
B) sales management principles. 
C) customer relationship management. 
D) salesforce technology. 
E) account management policies.

Question 9

What assumption does the stimulus-response presentation format make?

Accepted Answer

The stimulus-response presentation forma

Question 10

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 11

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 12

Research indicates that 25 percent of U.S. salespeople engaged in __________ selling consider it unethical to explicitly ask customers about competitors' strategies such as pricing practices, product development efforts, and trade and promotion programs.

Accepted Answer

A) order-taking 
B) business-to-business 
C) business-to-consumer 
D) missionary 
E) partnership 
A) order-taking 
B) business-to-business 
C) business-to-consumer 
D) missionary 
E) partnership

Question 13

The use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as

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 14

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as

Accepted Answer

A) relationship selling. 
B) adaptive selling. 
C) consultative selling. 
D) proactive selling. 
E) cooperative selling. 
A) relationship selling. 
B) adaptive selling. 
C) consultative selling. 
D) proactive selling. 
E) cooperative selling.

Question 15

Inside order takers are also referred to as

Accepted Answer

A) managers. 
B) directors. 
C) missionaries. 
D) salesclerks. 
E) go-getters. 
A) managers. 
B) directors. 
C) missionaries. 
D) salesclerks. 
E) go-getters.

Question 16

An insurance company is considering using independent sales agents who would receive a 7 percent sales commission on sales or its own insurance salespeople who would receive a 5 percent commission, salaries, and benefits. Additionally, with a company salesforce, sales administration costs would be incurred for a total fixed cost of $650,000 per year. At what level of sales would independent salespeople be less costly to the firm?

Accepted Answer

A) $650,000 
B) $3,250,000 
C) $6,500,000 
D) $32,500,000 
E) $35,200,000 
A) $650,000 
B) $3,250,000 
C) $6,500,000 
D) $32,500,000 
E) $35,200,000

Question 17

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

Question 18

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 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) About 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy. 
E) The Telephone Consumer Protection Act not only protects citizens, but it also 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 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) About 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy. 
E) The Telephone Consumer Protection Act not only protects citizens, but it also ensures the rights of telemarketers to call anyone listed in a public directory, whether they choose to be called or not.

Question 19

At the __________ stage in the personal selling process, a salesperson gains a prospect's attention, stimulates interest, and builds the foundation for the sales presentation itself.

Accepted Answer

A) approach 
B) prospecting 
C) preapproach 
D) qualifying 
E) trial close 
A) approach 
B) prospecting 
C) preapproach 
D) qualifying 
E) trial close

Question 20

The Xerox salesforce is divided into four _________ organizations.

Accepted Answer

A) product 
B) geographic 
C) customer 
D) market 
E) product life cycle 
A) product 
B) geographic 
C) customer 
D) market 
E) product life cycle

Exam 20: Personal Selling and Sales Management

Which is the simplest form of salesforce organizational structure?

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

The use of computer, information, communication, and Internet technology to make the sales function more effective and efficient is referred to as

Explain the difference between personal selling and sales management.

Two types of order takers exist. __________ visit customers and replenish inventory stocks of resellers, whereas __________ typically answer simple questions, take orders, and complete transactions with customers.

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

Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?

What assumption does the stimulus-response presentation format make?

A sales plan is a

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

Research indicates that 25 percent of U.S. salespeople engaged in __________ selling consider it unethical to explicitly ask customers about competitors' strategies such as pricing practices, product development efforts, and trade and promotion programs.

The use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as

Inside order takers are also referred to as

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.

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

At the __________ stage in the personal selling process, a salesperson gains a prospect's attention, stimulates interest, and builds the foundation for the sales presentation itself.

The Xerox salesforce is divided into four _________ organizations.

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

Financial Aspects of Marketing

Building an Effective Marketing Plan

Filters

Two types of order takers exist. visit customers and replenish inventory stocks of resellers, whereas typically answer simple questions, take orders, and complete transactions with customers.