Question 1

What would most likely occur at the preapproach stage in a business selling situation?

Accepted Answer

A) The order getter would make initial contact with the order taker. 
B) The search for and qualification of prospects would begin. 
C) The initial meeting would transpire and business would be concluded. 
D) A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy. 
E) The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determined. 
A) The order getter would make initial contact with the order taker. 
B) The search for and qualification of prospects would begin. 
C) The initial meeting would transpire and business would be concluded. 
D) A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy. 
E) The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determined.

Question 2

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

Accepted Answer

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

Question 3

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 4

Quantitative assessments of sales performance may be based on output-related measures, such as

Accepted Answer

A) dollar or unit sales volume, last year/current year sales ratio, and new accounts generated. 
B) sales calls, selling expenses, and account management policies. 
C) selling expenses, profits generated, and emotional intelligence quotient. 
D) new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E) recruitment, selection, and training of new sales representatives. 
A) dollar or unit sales volume, last year/current year sales ratio, and new accounts generated. 
B) sales calls, selling expenses, and account management policies. 
C) selling expenses, profits generated, and emotional intelligence quotient. 
D) new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E) recruitment, selection, and training of new sales representatives.

Question 5

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion. At one time, ABB had a salesforce that sold only generators, one that sold only boilers, another that sold only transformers, and so forth. Each of its salespeople was an expert on the items he or she sold. Its salesforce was organized by

Accepted Answer

A) workload. 
B) customer. 
C) geography. 
D) product. 
E) size. 
A) workload. 
B) customer. 
C) geography. 
D) product. 
E) size.

Question 6

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 7

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 8

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 9

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as

Accepted Answer

A) inside order takers. 
B) missionary salespeople. 
C) outside order getters. 
D) sales engineers. 
E) outbound telemarketers. 
A) inside order takers. 
B) missionary salespeople. 
C) outside order getters. 
D) sales engineers. 
E) outbound telemarketers.

Question 10

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Accepted Answer

A) high and the sales organization has a strong 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 strong 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 11

The most frequently used type of compensation plan for salespeople is a

Accepted Answer

A) straight salary compensation plan. 
B) straight commission compensation plan. 
C) combination compensation plan. 
D) weighted compensation plan. 
E) market share compensation plan. 
A) straight salary compensation plan. 
B) straight commission compensation plan. 
C) combination compensation plan. 
D) weighted compensation plan. 
E) market share compensation plan.

Question 12

The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests

Accepted Answer

A) several product alternatives. 
B) several solutions to perceived problems the salesforce has identified. 
C) different pricing options. 
D) a meeting and presentation. 
E) a visit to corporate headquarters for a complete tour of the facilities. 
A) several product alternatives. 
B) several solutions to perceived problems the salesforce has identified. 
C) different pricing options. 
D) a meeting and presentation. 
E) a visit to corporate headquarters for a complete tour of the facilities.

Question 13

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

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 14

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Accepted Answer

A) President's Club 
B) Keener's Club 
C) Prestige Club 
D) Triumph Club 
E) Kudos Club 
A) President's Club 
B) Keener's Club 
C) Prestige Club 
D) Triumph Club 
E) Kudos Club

Question 15

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called

Accepted Answer

A) partnership selling. 
B) missionary selling. 
C) order taking. 
D) team selling. 
E) formula selling. 
A) partnership selling. 
B) missionary selling. 
C) order taking. 
D) team selling. 
E) formula selling.

Question 16

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence a person's or a group's purchase decision.

Accepted Answer

A) direct 
B) indirect 
C) one-way 
D) two-way 
E) recursive 
A) direct 
B) indirect 
C) one-way 
D) two-way 
E) recursive

Question 17

In conference selling,

Accepted Answer

A) buyers and sellers meet through a technology-based forum (telephone or videoconference call such as WebEx, etc.) because person-to-person meetings are too expensive due to the cost of air travel. 
B) the sale has already been finalized but the buyer and seller meet to discuss delivery details. 
C) a salesperson and other company resource people meet with buyers to discuss problems and opportunities. 
D) a company team conducts an educational program for a customer's technical staff, describing state-of-the-art developments. 
E) a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, or Salesforce.com. 
A) buyers and sellers meet through a technology-based forum (telephone or videoconference call such as WebEx, etc.) because person-to-person meetings are too expensive due to the cost of air travel. 
B) the sale has already been finalized but the buyer and seller meet to discuss delivery details. 
C) a salesperson and other company resource people meet with buyers to discuss problems and opportunities. 
D) a company team conducts an educational program for a customer's technical staff, describing state-of-the-art developments. 
E) a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, or Salesforce.com.

Question 18

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Accepted Answer

A) empathetic intelligence. 
B) emotional empathy. 
C) emotional intelligence. 
D) subliminal intelligence. 
E) cognitive empathy. 
A) empathetic intelligence. 
B) emotional empathy. 
C) emotional intelligence. 
D) subliminal intelligence. 
E) cognitive empathy.

Question 19

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

Accepted Answer

A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up 
A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up

Question 20

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation, salesforce training, and

Accepted Answer

A) salesforce recruitment and selection. 
B) developing account management policies. 
C) assignment of territories and/or accounts. 
D) setting sales objectives. 
E) salesforce evaluation. 
A) salesforce recruitment and selection. 
B) developing account management policies. 
C) assignment of territories and/or accounts. 
D) setting sales objectives. 
E) salesforce evaluation.

Exam 20: Personal Selling and Sales Management

What would most likely occur at the preapproach stage in a business selling situation?

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

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

Quantitative assessments of sales performance may be based on output-related measures, such as

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

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

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

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

The most frequently used type of compensation plan for salespeople is a

The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests

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

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence a person's or a group's purchase decision.

In conference selling,

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation, salesforce training, and

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

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