Question 1

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Accepted Answer

A) sales plan. 
B) salesforce framework. 
C) sales protocol. 
D) workload plan. 
E) sales assessment. 
A) sales plan. 
B) salesforce framework. 
C) sales protocol. 
D) workload plan. 
E) sales assessment.

Question 2

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement except the flowers. It sells to 10,000 flower and gift shops and 5,000 supermarkets nationwide. Each florist is called on four times a month and each supermarket is called on twice a month. Assume a 52-week calendar year and that each salesperson takes a four-week vacation. A sales call to a florist takes one hour, and a sales call to a supermarket takes two hours of selling time. An average salesperson spends 1,000 hours per year making sales calls. The number of salespeople Diamond Line needs to cover its account base is

Accepted Answer

A) 15. 
B) 52. 
C) 240. 
D) 480. 
E) 720. 
A) 15. 
B) 52. 
C) 240. 
D) 480. 
E) 720.

Question 3

An order taker is a

Accepted Answer

A) salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B) salesperson who processes routine orders or reorders for products that were already sold by the company. 
C) salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service. 
D) person on the selling team who is responsible for obtaining qualified leads. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A) salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B) salesperson who processes routine orders or reorders for products that were already sold by the company. 
C) salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service. 
D) person on the selling team who is responsible for obtaining qualified leads. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 4

The three types of personal selling are order taking, order getting, and

Accepted Answer

A) customer sales support. 
B) order fulfillment. 
C) order management. 
D) order processing. 
E) order shipment. 
A) customer sales support. 
B) order fulfillment. 
C) order management. 
D) order processing. 
E) order shipment.

Question 5

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) __________, and (3) may play a dominant role in a firm's marketing program.

Accepted Answer

A) play a key role in research and development 
B) are the company in a consumer's eyes 
C) play a dominant role in implementing an organization's pull strategy 
D) provide the most valuable resource for segmenting and selecting target markets 
E) are one of many people in a firm that contacts potential customers 
A) play a key role in research and development 
B) are the company in a consumer's eyes 
C) play a dominant role in implementing an organization's pull strategy 
D) provide the most valuable resource for segmenting and selecting target markets 
E) are one of many people in a firm that contacts potential customers

Question 6

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Accepted Answer

A) relationship marketing. 
B) team selling. 
C) personal selling. 
D) sales engineering. 
E) sales management. 
A) relationship marketing. 
B) team selling. 
C) personal selling. 
D) sales engineering. 
E) sales management.

Question 7

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Accepted Answer

A) interactive marketing. 
B) multichannel selling. 
C) inbound telemarketing. 
D) outbound telemarketing. 
E) social networking. 
A) interactive marketing. 
B) multichannel selling. 
C) inbound telemarketing. 
D) outbound telemarketing. 
E) social networking.

Question 8

A need-satisfaction presentation is a format that

Accepted Answer

A) uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson, the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs. 
A) uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson, the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs.

Question 9

The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to

Accepted Answer

A) remove all competitors' products from the clients' offices. 
B) sell ancillary and complementary products. 
C) provide assistance and monitor the effectiveness of the installed solution. 
D) request leads for other potential sales. 
E) offer special price incentives for future pre-buys. 
A) remove all competitors' products from the clients' offices. 
B) sell ancillary and complementary products. 
C) provide assistance and monitor the effectiveness of the installed solution. 
D) request leads for other potential sales. 
E) offer special price incentives for future pre-buys.

Question 10

Partnership selling refers to

Accepted Answer

A) the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service. 
B) the practice of using an entire team of professionals in selling to and servicing major customers. 
C) an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit. 
D) a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit. 
E) the practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer. 
A) the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service. 
B) the practice of using an entire team of professionals in selling to and servicing major customers. 
C) an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit. 
D) a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit. 
E) the practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer.

Question 11

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Accepted Answer

The stimulus-response presentation forma

Question 12

The car salesman was overheard asking a prospective customer: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a

Accepted Answer

A) stimulus-response presentation. 
B) formula selling presentation. 
C) need-satisfaction presentation. 
D) persuasive selling presentation. 
E) canned sales presentation. 
A) stimulus-response presentation. 
B) formula selling presentation. 
C) need-satisfaction presentation. 
D) persuasive selling presentation. 
E) canned sales presentation.

Question 13

During the sales presentation, the prospect interrupted the salesperson's presentation and said, "Wait a minute. This looks like it's going to cost too much." The salesperson responded, "I think you'll be delighted with how relatively inexpensive this program is. I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

Accepted Answer

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

Question 14

An order getter is

Accepted Answer

A) a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B) a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers. 
C) a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service. 
D) a person on the selling team who is responsible for obtaining qualified leads. 
E) a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A) a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B) a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers. 
C) a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service. 
D) a person on the selling team who is responsible for obtaining qualified leads. 
E) a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 15

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

Accepted Answer

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

Question 16

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Accepted Answer

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

Question 17

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A) data mining 
B) preapproach 
C) approach 
D) presentation 
E) prospecting 
A) data mining 
B) preapproach 
C) approach 
D) presentation 
E) prospecting

Question 18

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Accepted Answer

A) an outside order taker 
B) an order getter 
C) a missionary salesperson 
D) a sales engineer 
E) an inside order taker 
A) an outside order taker 
B) an order getter 
C) a missionary salesperson 
D) a sales engineer 
E) an inside order taker

Question 19

Explain the selling model that Xerox uses.

Accepted Answer

In 2001, Xerox shifted to a consultative

Question 20

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a

Accepted Answer

A) multi-reseller organization. 
B) geographical organization. 
C) customer sales organization. 
D) product/service sales organization. 
E) multilevel marketing organization. 
A) multi-reseller organization. 
B) geographical organization. 
C) customer sales organization. 
D) product/service sales organization. 
E) multilevel marketing organization.

Exam 20: Personal Selling and Sales Management

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

An order taker is a

The three types of personal selling are order taking, order getting, and

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) __________, and (3) may play a dominant role in a firm's marketing program.

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

A need-satisfaction presentation is a format that

The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to

Partnership selling refers to

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

The car salesman was overheard asking a prospective customer: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a

An order getter is

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

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Explain the selling model that Xerox uses.

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a

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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