Question 1

A disadvantage of a straight commission compensation plan is that

Accepted Answer

A) it provides incentive to expand sales volume. 
B) it can discourage salespeople from providing customer service. 
C) it includes non-selling activities that take time away from selling. 
D) the overall compensation is usually lower than a straight salary compensation plan. 
E) it is difficult to administer. 
A) it provides incentive to expand sales volume. 
B) it can discourage salespeople from providing customer service. 
C) it includes non-selling activities that take time away from selling. 
D) the overall compensation is usually lower than a straight salary compensation plan. 
E) it is difficult to administer.

Question 2

Harry goes to the local Staples store to purchase a laptop computer. He asks many questions of the salesclerk, compares various models on display, and decides on the Sony Vaio. The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer. This is an example of

Accepted Answer

A) inquiry selling. 
B) formula selling. 
C) method selling. 
D) suggestive selling. 
E) need-satisfaction selling. 
A) inquiry selling. 
B) formula selling. 
C) method selling. 
D) suggestive selling. 
E) need-satisfaction selling.

Question 3

There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, __________, accept the objection, deny, and ignore the objection.

Accepted Answer

A) redirect the conversation 
B) defer to a supervisor 
C) agree and neutralize 
D) probe by asking additional questions 
E) distract by identifying competitor shortcomings 
A) redirect the conversation 
B) defer to a supervisor 
C) agree and neutralize 
D) probe by asking additional questions 
E) distract by identifying competitor shortcomings

Question 4

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 5

Russ Berry Co. sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

Accepted Answer

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

Question 6

According to the textbook, one of the most crucial tasks of sales management is

Accepted Answer

A) salesforce evaluation. 
B) setting sales objectives. 
C) developing account management policies. 
D) salesforce motivation and compensation. 
E) effective recruitment and selection of salespeople. 
A) salesforce evaluation. 
B) setting sales objectives. 
C) developing account management policies. 
D) salesforce motivation and compensation. 
E) effective recruitment and selection of salespeople.

Question 7

The most basic of the three sales management functions is

Accepted Answer

A) sales plan analysis. 
B) sales plan formulation. 
C) setting sales plan objectives. 
D) sales plan evaluation. 
E) sales plan implementation. 
A) sales plan analysis. 
B) sales plan formulation. 
C) setting sales plan objectives. 
D) sales plan evaluation. 
E) sales plan implementation.

Question 8

A salesperson who is guided by the notion, "I try to sell customers all I can to convince them to buy, even if I think it is more than a wise customer would buy," 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 9

All of the following are dimensions of emotional intelligence except

Accepted Answer

A) the ability to manage one's emotions and impulses. 
B) social skills. 
C) the cognitive and behavioral skills that result from repeated experience and reasoning. 
D) self-motivation skills. 
E) empathy. 
A) the ability to manage one's emotions and impulses. 
B) social skills. 
C) the cognitive and behavioral skills that result from repeated experience and reasoning. 
D) self-motivation skills. 
E) empathy.

Question 10

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Accepted Answer

A) order processing. 
B) order taking. 
C) customer value creation. 
D) relationship selling. 
E) partnership selling. 
A) order processing. 
B) order taking. 
C) customer value creation. 
D) relationship selling. 
E) partnership selling.

Question 11

An advantage of a geographical sales organization is that it

Accepted Answer

A) is more effective and provides specialized customer support. 
B) minimizes travel time, expenses, and duplication of selling effort. 
C) has smaller costs for sales calls. 
D) reduces the number of salespersons in the salesforce. 
E) requires fewer sales managers. 
A) is more effective and provides specialized customer support. 
B) minimizes travel time, expenses, and duplication of selling effort. 
C) has smaller costs for sales calls. 
D) reduces the number of salespersons in the salesforce. 
E) requires fewer sales managers.

Question 12

Doug Ames sells Mercedes-Benz automobiles. While making his sales presentation to a newly qualified prospect, the prospect said, "Doug, I would really like to buy the car, but you know, the price of the automobile is just too high." In order to answer the prospect's objection, Ames responded, "Sir, you are correct. The price of the Mercedes-Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car, the high resale value of the car, and the dependability and prestige associated with the Mercedes-Benz brand. What technique did Ames use to handle the prospect's objection?

Accepted Answer

A) the postpone technique 
B) the agree and neutralize technique 
C) the denial technique 
D) the accept the objection technique 
E) the acknowledge and convert technique 
A) the postpone technique 
B) the agree and neutralize technique 
C) the denial technique 
D) the accept the objection technique 
E) the acknowledge and convert technique

Question 13

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr

Question 14

The search for and qualification of potential customers during the personal selling process is referred to as

Accepted Answer

A) prospecting. 
B) customer mining. 
C) lead initiation. 
D) cold calling. 
E) gleaning. 
A) prospecting. 
B) customer mining. 
C) lead initiation. 
D) cold calling. 
E) gleaning.

Question 15

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Accepted Answer

A) specialized order taker. 
B) designated order getter. 
C) missionary salesperson. 
D) sales engineer. 
E) sales technician. 
A) specialized order taker. 
B) designated order getter. 
C) missionary salesperson. 
D) sales engineer. 
E) sales technician.

Question 16

On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle selecting the products he needed. He bought a variety of products, including shampoo, toothpaste, and several pairs of socks. Interestingly, the only salesperson Krause encountered was the person at the checkout counter. The checkout person at Target is an example of

Accepted Answer

A) an inside order getter. 
B) an outside order getter. 
C) a sales associate. 
D) an inside order taker. 
E) an outside order taker. 
A) an inside order getter. 
B) an outside order getter. 
C) a sales associate. 
D) an inside order taker. 
E) an outside order taker.

Question 17

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ percent is devoted to customer service calls.

Accepted Answer

A) 5 
B) 10 
C) 16 
D) 21 
E) 28 
A) 5 
B) 10 
C) 16 
D) 21 
E) 28

Question 18

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting, selecting, training, and compensating salespeople; and (4) __________.

Accepted Answer

A) identifying potential target markets. 
B) evaluating the performance of individual salespeople. 
C) using salesforce input to make product modifications. 
D) maintaining open communications between sales representatives and all other stakeholders. 
E) designing new promotional campaigns for the purpose of generating new sales. 
A) identifying potential target markets. 
B) evaluating the performance of individual salespeople. 
C) using salesforce input to make product modifications. 
D) maintaining open communications between sales representatives and all other stakeholders. 
E) designing new promotional campaigns for the purpose of generating new sales.

Question 19

All of the following are behaviorally related sales objectives except

Accepted Answer

A) communication skills. 
B) customer service satisfaction ratings. 
C) number of new customers. 
D) selling skills. 
E) product knowledge. 
A) communication skills. 
B) customer service satisfaction ratings. 
C) number of new customers. 
D) selling skills. 
E) product knowledge.

Question 20

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines. TransWave sends an environmental expert, a safety engineer, a legal representative to explain new regulations enacted by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it meets with a prospect. This is an example of how TransWave uses

Accepted Answer

A) partnership selling. 
B) order getting. 
C) functional selling. 
D) sales engineering. 
E) team selling. 
A) partnership selling. 
B) order getting. 
C) functional selling. 
D) sales engineering. 
E) team selling.

A disadvantage of a straight commission compensation plan is that

There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, __________, accept the objection, deny, and ignore the objection.

Missionary salespeople are

Russ Berry Co. sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

According to the textbook, one of the most crucial tasks of sales management is

The most basic of the three sales management functions is

A salesperson who is guided by the notion, "I try to sell customers all I can to convince them to buy, even if I think it is more than a wise customer would buy," has which type of orientation?

All of the following are dimensions of emotional intelligence except

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

An advantage of a geographical sales organization is that it

What are the keys to effective need-satisfaction presentations?

The search for and qualification of potential customers during the personal selling process is referred to as

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ percent is devoted to customer service calls.

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting, selecting, training, and compensating salespeople; and (4) __________.

All of the following are behaviorally related sales objectives except

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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Exam 20: Personal Selling and Sales Management

A disadvantage of a straight commission compensation plan is that

There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, __________, accept the objection, deny, and ignore the objection.

Missionary salespeople are

Russ Berry Co. sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

According to the textbook, one of the most crucial tasks of sales management is

The most basic of the three sales management functions is

A salesperson who is guided by the notion, "I try to sell customers all I can to convince them to buy, even if I think it is more than a wise customer would buy," has which type of orientation?

All of the following are dimensions of emotional intelligence except

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

An advantage of a geographical sales organization is that it

What are the keys to effective need-satisfaction presentations?

The search for and qualification of potential customers during the personal selling process is referred to as

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ percent is devoted to customer service calls.

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting, selecting, training, and compensating salespeople; and (4) __________.

All of the following are behaviorally related sales objectives except

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