Question 1

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Accepted Answer

A) inquiry selling 
B) formula selling 
C) suggestive selling 
D) method selling 
E) a canned sales presentation 
A) inquiry selling 
B) formula selling 
C) suggestive selling 
D) method selling 
E) a canned sales presentation

Question 2

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Accepted Answer

The need-satisfaction presentation forma

Question 3

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Accepted Answer

Sales management consists of three inter

Question 4

Research indicates that four key factors are involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

Accepted Answer

A) a clear job description 
B) constructive criticism 
C) an opportunity for professional growth 
D) a moderate degree of competitive spirit within a team 
E) adequate time for bookkeeping and paperwork 
A) a clear job description 
B) constructive criticism 
C) an opportunity for professional growth 
D) a moderate degree of competitive spirit within a team 
E) adequate time for bookkeeping and paperwork

Question 5

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Accepted Answer

A) sales 
B) cognitive 
C) emotional 
D) customer 
E) compensatory 
A) sales 
B) cognitive 
C) emotional 
D) customer 
E) compensatory

Question 6

Explain the difference between a lead, a prospect, and a qualified prospect.

Accepted Answer

A lead is the name of a person who may b

Question 7

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Accepted Answer

A) VALS profile 
B) country of origin 
C) genetic predisposition 
D) education 
E) social class 
A) VALS profile 
B) country of origin 
C) genetic predisposition 
D) education 
E) social class

Question 8

John Whitaker works for American Greetings. His job description includes the following responsibilities: (1) stock and arrange point-of-purchase displays of present customers-60 percent of his workweek and (2) receive orders from customers and complete the transactions-40 percent of his workweek. Whitaker is primarily engaged in which type of selling?

Accepted Answer

A) outside order taking 
B) relationship selling 
C) inside order taking 
D) outside order getting 
E) missionary sales 
A) outside order taking 
B) relationship selling 
C) inside order taking 
D) outside order getting 
E) missionary sales

Question 9

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

Accepted Answer

A) new sales, new lead generation, and customer billing. 
B) sales calls, selling expenses, and account management policies. 
C) selling expenses, profits generated, and account management policies. 
D) new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E) recruitment, selection, and training of new sales representatives. 
A) new sales, new lead generation, and customer billing. 
B) sales calls, selling expenses, and account management policies. 
C) selling expenses, profits generated, and account management policies. 
D) new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E) recruitment, selection, and training of new sales representatives.

Question 10

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A) Order getting involves a high degree of creativity. 
B) Order getters often replenish a retailer's inventories. 
C) Order getters handle orders obtained on inbound telemarketing. 
D) Order getters typically process reorders for products already sold by the company. 
E) Order getter sales calls traditionally require the lowest financial investment from the firm. 
A) Order getting involves a high degree of creativity. 
B) Order getters often replenish a retailer's inventories. 
C) Order getters handle orders obtained on inbound telemarketing. 
D) Order getters typically process reorders for products already sold by the company. 
E) Order getter sales calls traditionally require the lowest financial investment from the firm.

Question 11

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a

Accepted Answer

A) need-satisfaction presentation. 
B) formula selling presentation. 
C) stimulus-response presentation. 
D) relationship selling presentation. 
E) marketing concept presentation. 
A) need-satisfaction presentation. 
B) formula selling presentation. 
C) stimulus-response presentation. 
D) relationship selling presentation. 
E) marketing concept presentation.

Question 12

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Accepted Answer

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

Question 13

Emotional intelligence refers to

Accepted Answer

A) the ability to anticipate and overcome a potential customer's objections. 
B) a method of measuring the potential of people who have not had formal schooling. 
C) a measurement to determine a person's patience in stressful selling situations. 
D) the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers in order to make a sale. 
E) the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis. 
A) the ability to anticipate and overcome a potential customer's objections. 
B) a method of measuring the potential of people who have not had formal schooling. 
C) a measurement to determine a person's patience in stressful selling situations. 
D) the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers in order to make a sale. 
E) the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis.

Question 14

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

Accepted Answer

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

Question 15

What are the six stages of the personal selling process? What is the objective of each stage?

Accepted Answer

The personal selling process consists of

Question 16

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Accepted Answer

A) time management software 
B) order processing software 
C) technology 
D) proposal generation software 
E) WebEx software 
A) time management software 
B) order processing software 
C) technology 
D) proposal generation software 
E) WebEx software

Question 17

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

A) Recruit and select the salesforce, train the salesforce, and compensate the salesforce. 
B) Develop account management policies, implement the account management policies, and evaluate the account management policies. 
C) Set objectives, organize the salesforce, and develop account management policies. 
D) Organize the salesforce, establish quantitative assessment, and implement follow-up. 
E) Organize the salesforce, set motivational sales quotas, and evaluate the individual members of the salesforce. 
A) Recruit and select the salesforce, train the salesforce, and compensate the salesforce. 
B) Develop account management policies, implement the account management policies, and evaluate the account management policies. 
C) Set objectives, organize the salesforce, and develop account management policies. 
D) Organize the salesforce, establish quantitative assessment, and implement follow-up. 
E) Organize the salesforce, set motivational sales quotas, and evaluate the individual members of the salesforce.

Question 18

White Chemical Co. is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non-selling) activities; yet it wants to keep the salespeople directed toward increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

Accepted Answer

A) Provide a base salary and a commission on sales generated. 
B) Give a raise to every salesperson as a motivational incentive. 
C) Provide year-end bonuses to reward the salesforce personnel who perform the best. 
D) Offer straight salaries and give raises if the sales go up. 
E) Offer straight commission and if sales improve, raise the commission rates. 
A) Provide a base salary and a commission on sales generated. 
B) Give a raise to every salesperson as a motivational incentive. 
C) Provide year-end bonuses to reward the salesforce personnel who perform the best. 
D) Offer straight salaries and give raises if the sales go up. 
E) Offer straight commission and if sales improve, raise the commission rates.

Question 19

Canam Canada specializes in the fabrication of steel joists, joist girders, steel deck, and Murox-high-performance building systems that are used in the construction of commercial, industrial, and institutional buildings. One of the largest steel joist fabricators in North America, Canam Canada offers value-added engineering support, architectural flexibility and customized solutions and services. Canam Canada uses team selling to focus on important customers so as to build mutually beneficially, long-term, cooperative relationships. It provides exceptional service by assigning teams of sales, service, and technical personnel to work exclusively with assigned customers. Canam's salesforce practices

Accepted Answer

A) unique account management. 
B) key account management. 
C) specialty account management. 
D) one-of-a-kind account management. 
E) consultative account management. 
A) unique account management. 
B) key account management. 
C) specialty account management. 
D) one-of-a-kind account management. 
E) consultative account management.

Question 20

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

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Research indicates that four key factors are involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Explain the difference between a lead, a prospect, and a qualified prospect.

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

Which of the following statements regarding order getters is most accurate?

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Emotional intelligence refers to

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

What are the six stages of the personal selling process? What is the objective of each stage?

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

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

Exam 20: Personal Selling and Sales Management

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Research indicates that four key factors are involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Explain the difference between a lead, a prospect, and a qualified prospect.

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

Which of the following statements regarding order getters is most accurate?

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Emotional intelligence refers to

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

What are the six stages of the personal selling process? What is the objective of each stage?

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

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