Question 1

Which of the following statements about handling objections is true?

Accepted Answer

A)  A professional salesperson should not anticipate objections. 
B)  A salesperson should view objections as requests for more information. 
C)  Objections should not be used to close the sale. 
D)  A good salesperson dreads having to handle sales objections. 
E)  Objectives can only be handled when they arise, not anticipated beforehand. 
A)  A professional salesperson should not anticipate objections. 
B)  A salesperson should view objections as requests for more information. 
C)  Objections should not be used to close the sale. 
D)  A good salesperson dreads having to handle sales objections. 
E)  Objectives can only be handled when they arise, not anticipated beforehand.

Question 2

Which of the following is an example of a channel through which customer data are traditionally gathered?

Accepted Answer

A)  Store visits 
B)  Conversations with salespeople 
C)  Interactions via the Web 
D)  Phone conversations 
E)  All of these 
A)  Store visits 
B)  Conversations with salespeople 
C)  Interactions via the Web 
D)  Phone conversations 
E)  All of these

Question 3

_____ involves determining which sales prospects have a recognized need,buying power,and receptivity and accessibility.

Accepted Answer

A)  Prospect examination 
B)  Customerization 
C)  Lead reciprocity 
D)  Lead qualification 
E)  Bird-dogging 
A)  Prospect examination 
B)  Customerization 
C)  Lead reciprocity 
D)  Lead qualification 
E)  Bird-dogging

Question 4

Boeing is one of the largest aircraft manufacturers in the world.The company sells aircrafts to airlines around the world,such as Delta,China Air,and AirFrance.You would expect Boeing to rely on _____ to promote its vessels.

Accepted Answer

A)  publicity 
B)  advertising and sales promotion 
C)  sales promotion 
D)  personal selling 
E)  product innovations and direct marketing 
A)  publicity 
B)  advertising and sales promotion 
C)  sales promotion 
D)  personal selling 
E)  product innovations and direct marketing

Question 5

What role does technology play in personal selling?

Accepted Answer

A)  Technology used to play a large role in personal selling, but its impact is diminishing. 
B)  Technology is the most important aspect of personal selling. 
C)  Technology plays an important role, especially in regards to social media. 
D)  Technology is completely irrelevant to personal selling. 
E)  Technology plays a small role in personal selling, but experts expect its importance to rise over time. 
A)  Technology used to play a large role in personal selling, but its impact is diminishing. 
B)  Technology is the most important aspect of personal selling. 
C)  Technology plays an important role, especially in regards to social media. 
D)  Technology is completely irrelevant to personal selling. 
E)  Technology plays a small role in personal selling, but experts expect its importance to rise over time.

Question 6

Campaign management is a process by which customer information is centralized and shared in order to enhance the relationship between customers and the organization.

Accepted Answer

A) True 
 B)False

Question 7

The set of steps a salesperson goes through to sell a particular product is called the:

Accepted Answer

A)  P-O-S cycle. 
B)  stimulus-response hierarchy. 
C)  sales presentation. 
D)  sales process. 
E)  sales continuum. 
A)  P-O-S cycle. 
B)  stimulus-response hierarchy. 
C)  sales presentation. 
D)  sales process. 
E)  sales continuum.

Question 8

Kraft Foods
Kraft Foods has established dedicated teams to focus on their business with many of their largest customers. With "Team Kroger," Kraft has combined with Nabisco selling organizations in order to bring more unique shopper insights to Kroger supermarkets. This helps Kroger understand their shoppers and customize their programs to grow even more. At the same time, Kraft has strengthened its relationship with Kroger by gaining a better understanding of the supermarket's needs and how it can help support Kroger's business objectives concurrently with its own.
-Refer to Kraft Foods.The AIDA concept is encouraged among the sales teams that focus on other resellers besides Kroger because it can help in the _____ process.

Accepted Answer

A)  JIT 
B)  communication 
C)  networking 
D)  selling 
E)  cold calling 
A)  JIT 
B)  communication 
C)  networking 
D)  selling 
E)  cold calling

Question 9

_____ provide the fuel that keeps the corporate engines humming.Without them,there would be no business.

Accepted Answer

A)  Marketing messages 
B)  Sales 
C)  Communications 
D)  Managers 
E)  JIT processes 
A)  Marketing messages 
B)  Sales 
C)  Communications 
D)  Managers 
E)  JIT processes

Question 10

Jefferson Smurfit Company is a multi-billion-dollar supplier of packaging materials.One of its salespeople rearranged production schedules at three different plants to satisfy an unexpected demand for boxes from General Electric.The salesperson's action is typical of the company's sales philosophy and indicates an emphasis on:

Accepted Answer

A)  consultative promotion. 
B)  relationship selling. 
C)  adaptive selling. 
D)  transformational selling. 
E)  transactional buying. 
A)  consultative promotion. 
B)  relationship selling. 
C)  adaptive selling. 
D)  transformational selling. 
E)  transactional buying.

Question 11

Generally,companies with lower levels of compensation:

Accepted Answer

A)  suffer higher turnover rates 
B)  experience overall decreased cost 
C)  experience increased effectiveness 
D)  experience lower termination rates 
E)  experience improved customer satisfaction 
A)  suffer higher turnover rates 
B)  experience overall decreased cost 
C)  experience increased effectiveness 
D)  experience lower termination rates 
E)  experience improved customer satisfaction

Question 12

The first step in the personal selling process is generating leads.Define lead generation and explain why referral is a superior method for generating leads.

Accepted Answer

Lead generation,or prospecting,is the id

Question 13

College Entertainers
Most colleges and universities have a campus activity board that brings entertainers and special events to campuses. To locate and hire these entertainers, many campuses send their student activity board members to one of the seven regional conventions or the National Association of Campus Activities (NACA) convention. More than 100 entertainers, talent agencies, and companies that provide promotional services exhibit their products at these conventions in an area similar to a trade show. (Conference attendees call this the Marketplace.) Approximately 20 entertainers are selected to present a short program (called a showcase) in which they demonstrate what they would do if hired to perform on campus. Many other entertainers have videos and CDs, which they hand out to student attendees. Only one or two members of any student group can actually set up a contractual agreement with an entertainer or his or her agency. Other student attendees provide input as to which entertainers best match the demographics of their institutions.
-Refer to College Entertainers.The entertainers and agency representatives engage in _____ in the Marketplace.

Accepted Answer

A)  transformational management 
B)  countertrades 
C)  all types of marketing communications 
D)  personal selling 
E)  loyalty marketing programs 
A)  transformational management 
B)  countertrades 
C)  all types of marketing communications 
D)  personal selling 
E)  loyalty marketing programs

Question 14

Which of the following would be an example of "social" CRM?

Accepted Answer

A)  Placing a phone call to a local department store 
B)  Leaving a comment on a company's blog 
C)  Mailing a survey card back to an organization 
D)  Telling a friend about your experience with an online retailer 
E)  All of the above are examples of "social" CRM 
A)  Placing a phone call to a local department store 
B)  Leaving a comment on a company's blog 
C)  Mailing a survey card back to an organization 
D)  Telling a friend about your experience with an online retailer 
E)  All of the above are examples of "social" CRM

Question 15

With relationship selling,the salesperson would spend most of his or her contact time with the prospect talking about the product because the salesperson does not want to waste the customer's time.

Accepted Answer

A) True 
 B)False

Question 16

If a potential customer has objections after the salesperson has made a presentation,that is an indication that the salesperson has done a poor job.

Accepted Answer

A) True 
 B)False

Question 17

Relationship selling is a _____ process that emphasizes _____ as a key ingredient in identifying prospects and developing them as long-term,satisfied customers.

Accepted Answer

A)  multistage, empathy 
B)  popular, assertiveness 
C)  short-term, persuasion 
D)  win-lose, personalization 
E)  modern, standardization 
A)  multistage, empathy 
B)  popular, assertiveness 
C)  short-term, persuasion 
D)  win-lose, personalization 
E)  modern, standardization

Question 18

Sales departments have traditionally been organized by all of the following EXCEPT:

Accepted Answer

A)  geographic region 
B)  product line 
C)  competition 
D)  marketing function 
E)  industry 
A)  geographic region 
B)  product line 
C)  competition 
D)  marketing function 
E)  industry

Question 19

How can technology be helpful as a sales tool?

Accepted Answer

A)  It can cost-effectively process orders and service requests 
B)  It can free sales reps from tedious administrative tasks 
C)  It can help to improve the relationship between salesperson and customer 
D)  It can give salespeople more time to focus on the needs of their clients 
E)  Aall of these choices 
A)  It can cost-effectively process orders and service requests 
B)  It can free sales reps from tedious administrative tasks 
C)  It can help to improve the relationship between salesperson and customer 
D)  It can give salespeople more time to focus on the needs of their clients 
E)  Aall of these choices

Question 20

_____,or prospecting,is the identification of those firms and people most likely to buy the seller's offerings.

Accepted Answer

A)  Lead generation 
B)  Lead qualification 
C)  Customer mining 
D)  Referral calling 
E)  Cold calling 
A)  Lead generation 
B)  Lead qualification 
C)  Customer mining 
D)  Referral calling 
E)  Cold calling

Exam 33: Personal Selling and Sales Management

Which of the following statements about handling objections is true?

Which of the following is an example of a channel through which customer data are traditionally gathered?

_____ involves determining which sales prospects have a recognized need,buying power,and receptivity and accessibility.

Boeing is one of the largest aircraft manufacturers in the world.The company sells aircrafts to airlines around the world,such as Delta,China Air,and AirFrance.You would expect Boeing to rely on _____ to promote its vessels.

What role does technology play in personal selling?

Campaign management is a process by which customer information is centralized and shared in order to enhance the relationship between customers and the organization.

The set of steps a salesperson goes through to sell a particular product is called the:

_____ provide the fuel that keeps the corporate engines humming.Without them,there would be no business.

Generally,companies with lower levels of compensation:

The first step in the personal selling process is generating leads.Define lead generation and explain why referral is a superior method for generating leads.

Which of the following would be an example of "social" CRM?

With relationship selling,the salesperson would spend most of his or her contact time with the prospect talking about the product because the salesperson does not want to waste the customer's time.

If a potential customer has objections after the salesperson has made a presentation,that is an indication that the salesperson has done a poor job.

Relationship selling is a _____ process that emphasizes _____ as a key ingredient in identifying prospects and developing them as long-term,satisfied customers.

Sales departments have traditionally been organized by all of the following EXCEPT:

How can technology be helpful as a sales tool?

_____,or prospecting,is the identification of those firms and people most likely to buy the seller's offerings.

An Overview of Marketing

Case Study Girl Scout Cookies

Strategic Planning for Competitive Advantage

Case Study Disney: The Happiest Brand on Earth

Ethics and Social Responsibility

Case Study Barclays Bank: Banking on Ethics

The Marketing Environment

Case Study Daimler/BMW: A New Breed of Driver

Developing a Global Vision

Case Study P&G Unilever Panasonic: The $2-a-Day Initiative

Consumer Decision Making

Case Study eBay: Creating Customers on the Move

Business Marketing

Case Study Pantone: This Year’s Color: Honeysuckle

Segmenting and Targeting Markets

Coke Zero

Marketing Research

Case Study Marriott International: A Marriott Site for Those on the Move

Product Concepts

Case Study Ford Motor Co.: One Ford; One Big Turnaround

Developing and Managing Products

Case Study Harmonix: Embrace Your Inner Rock Star

Services and Nonprofit Organization Marketing

Minute Clinic

Supply Chain Management

The U.S.Transportation Industry: Planning for a Potential Post-Recession Capacity Crunch

Marketing Channels and Retailing

Nordstrom's

Marketing Communications

HBO's True Blood

Advertising Public Relations and Sales Promotion

Burger King

Ron Popeil

Social Media and Marketing

Facebook: Advertising’s Troubling Future

Pricing Concepts

Groupon vs.LivingSocial: Coupon Wars

Setting the Right Price

Black Friday Sales: Deal…or No Deal?

Telekom Austria Group: Sustainability to Increase Value

Mary Kay Inc: Taps into a Changing Demographic

Prestige Brands Inc-Transforming the Business

Cutco Cutlery Corporation: Direct to Consumer for Over 60 Years!

Lap Dance at Boston Blazers Lacrosse Game: Promotional Mistake or Creative Genius?

Will a New Reservation System Translate to Higher Prices for Travelers?

Concerns over Sustainability Result in Social Media Disaster for Nestlé

Four Loko Targets Young College Hedonists

McAfee Virus Protection Update Crashes Computers Worldwide

Microsoft Implies Distribution of Angry Birds on Windows Phone 7

Yellow Tail’s Tails-for-Tails Campaign

Concerns over Sustainability Result in Social Media Disaster for Nestlé

Filters

Relationship selling is a _ process that emphasizes _ as a key ingredient in identifying prospects and developing them as long-term,satisfied customers.