Question 1

Explain the difference between relationship selling and partnership selling.

Accepted Answer

Relationship selling is the practice of

Question 2

The ________________ format assumes that given the appropriate stimulus by a salesperson, the prospect will buy. With this format the salesperson tries one appeal after another, hoping to hit the right button.

Accepted Answer

A) formula selling presentation 
B) stimulus-reply presentation 
C) stimulus-satisfaction presentation 
D) stimulus-selling presentation 
E) stimulus-response presentation 
A) formula selling presentation 
B) stimulus-reply presentation 
C) stimulus-satisfaction presentation 
D) stimulus-selling presentation 
E) stimulus-response presentation

Question 3

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 4

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

Accepted Answer

A) cold calling format 
B) stimulus-satisfaction format 
C) stimulus-selling format 
D) need-satisfaction format 
E) persuasive sales format 
A) cold calling format 
B) stimulus-satisfaction format 
C) stimulus-selling format 
D) need-satisfaction format 
E) persuasive sales format

Question 5

Personal selling begins with the __________ stage.

Accepted Answer

A) lead 
B) presentation 
C) preapproach 
D) prospecting 
E) follow-up 
A) lead 
B) presentation 
C) preapproach 
D) prospecting 
E) follow-up

Question 6

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 7

A break-even chart for comparing independent agents and a company salesforce includes __________ and __________.

Accepted Answer

A) selling costs; sales revenues in dollars 
B) sales profits; percentage of market share 
C) salary compensation; commission compensation 
D) calls made; sales made 
E) number of independent agents; number of company salesforce personnel 
A) selling costs; sales revenues in dollars 
B) sales profits; percentage of market share 
C) salary compensation; commission compensation 
D) calls made; sales made 
E) number of independent agents; number of company salesforce personnel

Question 8

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) $30 to $40 
E) $40 to $50 
A) $10 to $15 
B) $15 to $20 
C) $20 to $25 
D) $30 to $40 
E) $40 to $50

Question 9

Which of the following statements regarding salesforce compensation plans is most accurate?

Accepted Answer

A) The most preferred compensation plan among salespeople is the straight commission plan. 
B) Nonmonetary rewards are not very effective as salesforce motivators. 
C) New recruits are often more productive than seasoned professionals. 
D) Ineffective practices often lead to costly salesforce turnovers. 
E) The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan. 
A) The most preferred compensation plan among salespeople is the straight commission plan. 
B) Nonmonetary rewards are not very effective as salesforce motivators. 
C) New recruits are often more productive than seasoned professionals. 
D) Ineffective practices often lead to costly salesforce turnovers. 
E) The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.

Question 10

Broadly speaking, there are three types of personal selling: _________, order getting, and customer sales support.

Accepted Answer

A) consumer getting 
B) order processing 
C) online telemarketing 
D) order taking 
E) suggestive selling 
A) consumer getting 
B) order processing 
C) online telemarketing 
D) order taking 
E) suggestive selling

Question 11

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

Accepted Answer

A) Order getters often replenish a retailer's inventories. 
B) Order getters handle orders obtained on inbound telemarketing. 
C) Order getters require considerable product knowledge. 
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 getters often replenish a retailer's inventories. 
B) Order getters handle orders obtained on inbound telemarketing. 
C) Order getters require considerable product knowledge. 
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 12

Trial close refers to

Accepted Answer

A) asking the prospect to make a decision on some aspect of the purchase. 
B) allowing the prospect to use or lease the item on a limited, temporary basis before making a final commitment of purchase. 
C) committing the prospect quickly by making references to the time limits of the purchase. 
D) making an exchange of money or other unit of value. 
E) asking the prospect to make choices concerning delivery, warranty, or financing terms. 
A) asking the prospect to make a decision on some aspect of the purchase. 
B) allowing the prospect to use or lease the item on a limited, temporary basis before making a final commitment of purchase. 
C) committing the prospect quickly by making references to the time limits of the purchase. 
D) making an exchange of money or other unit of value. 
E) asking the prospect to make choices concerning delivery, warranty, or financing terms.

Question 13

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

Accepted Answer

A) sales call report 
B) selling expense report 
C) sales quota 
D) sales audit report 
E) salesforce plan 
A) sales call report 
B) selling expense report 
C) sales quota 
D) sales audit report 
E) salesforce plan

Question 14

A common approach for determining the size of an organization's salesforce is the workload method, which integrates the number of customers served, call frequency, call length, and available selling time to arrive at a figure for the salesforce size. The workload method formula is as follows:

Accepted Answer

@#LAT-DLM& where NS = Number of salespeople; NC =

Question 15

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

Accepted Answer

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

Question 16

Which of the following statements should a salesperson use to accept the 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 17

There are __________ genetic markers correlated with a salesperson's predisposition or willingness to interact with customers and learn about their problems in order to meet their needs.

Accepted Answer

A) six 
B) two 
C) three 
D) four 
E) five 
A) six 
B) two 
C) three 
D) four 
E) five

Question 18

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r

Question 19

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format.

Accepted Answer

A) cold calling format 
B) formula selling format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format 
A) cold calling format 
B) formula selling format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format

Question 20

Key account management refers to

Accepted Answer

A) the assignment of a single salesperson to a single customer throughout the course of the entire sale. 
B) the practice of assigning the highest performing salesperson to the clients with the most profitable accounts. 
C) the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships. 
D) a sales relationship that involves a face-to-face, person-to-person encounter rather than a sale made through extranets. 
E) the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service. 
A) the assignment of a single salesperson to a single customer throughout the course of the entire sale. 
B) the practice of assigning the highest performing salesperson to the clients with the most profitable accounts. 
C) the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships. 
D) a sales relationship that involves a face-to-face, person-to-person encounter rather than a sale made through extranets. 
E) the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service.

Exam 20: Personal Selling and Sales Management

Explain the difference between relationship selling and partnership selling.

The ________________ format assumes that given the appropriate stimulus by a salesperson, the prospect will buy. With this format the salesperson tries one appeal after another, hoping to hit the right button.

An effective sales plan objective should be

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

Personal selling begins with the __________ stage.

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

A break-even chart for comparing independent agents and a company salesforce includes __________ and __________.

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.

Which of the following statements regarding salesforce compensation plans is most accurate?

Broadly speaking, there are three types of personal selling: _________, order getting, and customer sales support.

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

Trial close refers to

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

A common approach for determining the size of an organization's salesforce is the workload method, which integrates the number of customers served, call frequency, call length, and available selling time to arrive at a figure for the salesforce size. The workload method formula is as follows:

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

Which of the following statements should a salesperson use to accept the objection?

There are __________ genetic markers correlated with a salesperson's predisposition or willingness to interact with customers and learn about their problems in order to meet their needs.

Explain the difference between order takers and order getters.

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format.

Key account management refers to

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

A break-even chart for comparing independent agents and a company salesforce includes and .