Question 1

In business practice,salesperson evaluation measures can be objective or subjective.

Accepted Answer

A) True 
 B)False  True

Question 2

Good salespeople know the types of reservations buyers are likely to raise.

Accepted Answer

A) True 
 B)False  True

Question 3

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do,according to the personal selling process?

Accepted Answer

The next step is follow-up.Frank should call a day or two later to see if the customer is having any problems.

Question 4

A salesperson's compensation can be made up of some combination of salary,commission,and __________,which are payments made at a manager's discretion when the salesperson achieves certain goals.

Accepted Answer

A)  bonuses 
B)  metrics 
C)  awards 
D)  income segments 
E)  rebates 
A)  bonuses 
B)  metrics 
C)  awards 
D)  income segments 
E)  rebates

Question 5

Regina has made the same sales presentation twice a day for almost a month.At first,the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was.Regina might ask another sales rep to participate in __________ and critique her presentation.

Accepted Answer

A)  requalifying leads 
B)  approach dynamics 
C)  closing the sale 
D)  role playing 
E)  cold calling 
A)  requalifying leads 
B)  approach dynamics 
C)  closing the sale 
D)  role playing 
E)  cold calling

Question 6

How can sales representatives save time for customers?

Accepted Answer

Sales representatives can take over stoc

Question 7

Hiro sells building materials to local contractors.He wants to build long-term relationships with his contractors through effective follow-up.After delivering the materials ordered,Hiro can demonstrate __________ by checking with his contractors right after the delivery and addressing any problems promptly.

Accepted Answer

A)  assurance and profitability 
B)  responsiveness and empathy 
C)  tangibility and competence 
D)  profitability and reliability 
E)  reliability and tangibility 
A)  assurance and profitability 
B)  responsiveness and empathy 
C)  tangibility and competence 
D)  profitability and reliability 
E)  reliability and tangibility

Question 8

Katerina is told by her sales manager,"Do whatever you need to do to get the sale," yet the company has ethical selling standards.Katerina faces the ethical problem of

Accepted Answer

A)  customer relationship management. 
B)  sales force compensation inequity. 
C)  limited commission reinforcement. 
D)  mixed signals from her sales manager. 
E)  unqualified lead generation. 
A)  customer relationship management. 
B)  sales force compensation inequity. 
C)  limited commission reinforcement. 
D)  mixed signals from her sales manager. 
E)  unqualified lead generation.

Question 9

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

Accepted Answer

A)  what personal traits and abilities a salesperson should have to do the job well. 
B)  when they are available to start work. 
C)  whether to pay them on a commission basis, or a salary plus commission. 
D)  how long they are likely to stay. 
E)  their previous level of experience. 
A)  what personal traits and abilities a salesperson should have to do the job well. 
B)  when they are available to start work. 
C)  whether to pay them on a commission basis, or a salary plus commission. 
D)  how long they are likely to stay. 
E)  their previous level of experience.

Question 10

For a car salesperson,what are good ways of generating leads?

Accepted Answer

Answers will vary.For consumer

Question 11

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette's buying mode,most likely began with the __________ stage of the selling process.

Accepted Answer

A)  generate leads 
B)  preapproach 
C)  closing the sale 
D)  follow-up 
E)  sales presentation 
A)  generate leads 
B)  preapproach 
C)  closing the sale 
D)  follow-up 
E)  sales presentation

Question 12

The best way to avoid postsale problems is to contact customers right after they take possession of their products.

Accepted Answer

A) True 
 B)False

Question 13

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica should use __________ as a first source of leads.

Accepted Answer

A)  current customers 
B)  chamber of commerce gatherings 
C)  trade shows 
D)  census data 
E)  competitor databases 
A)  current customers 
B)  chamber of commerce gatherings 
C)  trade shows 
D)  census data 
E)  competitor databases

Question 14

One of the benefits of careers in sales is flexibility in scheduling.

Accepted Answer

A) True 
 B)False

Question 15

Fred sells health insurance packages for small businesses.He has been given the names of ten new businesses in his town.During the qualifying leads stage of the selling process,Fred will likely try to assess which of the ten businesses

Accepted Answer

A)  would respond best to a sales contest. 
B)  are closest to his office. 
C)  need health insurance packages and can afford them. 
D)  have order getters and order takers. 
E)  are willing to meet with him. 
A)  would respond best to a sales contest. 
B)  are closest to his office. 
C)  need health insurance packages and can afford them. 
D)  have order getters and order takers. 
E)  are willing to meet with him.

Question 16

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons except

Accepted Answer

A)  their success rate is low. 
B)  they can be expensive. 
C)  they are impacted by state and federal laws prohibiting them under certain conditions. 
D)  during cold calls, the salesperson is not able to establish the customer's needs ahead of time. 
E)  they require appointments, which takes time away from the actual selling of the product. 
A)  their success rate is low. 
B)  they can be expensive. 
C)  they are impacted by state and federal laws prohibiting them under certain conditions. 
D)  during cold calls, the salesperson is not able to establish the customer's needs ahead of time. 
E)  they require appointments, which takes time away from the actual selling of the product.

Question 17

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

Accepted Answer

A)  generating and qualifying leads 
B)  follow-up 
C)  sales presentation 
D)  closing the sale 
E)  preapproach 
A)  generating and qualifying leads 
B)  follow-up 
C)  sales presentation 
D)  closing the sale 
E)  preapproach

Question 18

Tasha was selling siding and her boss told her that she could hide an extra charge for trim in the total,even though the customer was told he would not be charged for trim.Tasha was told this was standard practice for the siding company.If the customer takes legal action for this,who is most likely liable?

Accepted Answer

A)  the customer for not checking the order more carefully 
B)  Tasha only, because she wrote the order 
C)  Tasha's boss only, since he told her to do it 
D)  both Tasha and the siding company, because both intentionally misled the customer 
E)  no one, because this would be considered a victimless crime 
A)  the customer for not checking the order more carefully 
B)  Tasha only, because she wrote the order 
C)  Tasha's boss only, since he told her to do it 
D)  both Tasha and the siding company, because both intentionally misled the customer 
E)  no one, because this would be considered a victimless crime

Question 19

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year.He needs to demonstrate the ____________ dimension of service quality by showing consistently well-maintained yards with neat,professional personnel.

Accepted Answer

A)  reliability 
B)  responsiveness 
C)  assurance 
D)  empathy 
E)  tangibles 
A)  reliability 
B)  responsiveness 
C)  assurance 
D)  empathy 
E)  tangibles

Question 20

Fred really wanted the sales position and he was qualified,but the hiring manager didn't think men could sell hair products,so she decided to hire a less-qualified woman instead.Is this legal?

Accepted Answer

No,there are equal employment

In business practice,salesperson evaluation measures can be objective or subjective.

Good salespeople know the types of reservations buyers are likely to raise.

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do,according to the personal selling process?

A salesperson's compensation can be made up of some combination of salary,commission,and __________,which are payments made at a manager's discretion when the salesperson achieves certain goals.

Regina has made the same sales presentation twice a day for almost a month.At first,the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was.Regina might ask another sales rep to participate in __________ and critique her presentation.

How can sales representatives save time for customers?

Katerina is told by her sales manager,"Do whatever you need to do to get the sale," yet the company has ethical selling standards.Katerina faces the ethical problem of

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

For a car salesperson,what are good ways of generating leads?

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette's buying mode,most likely began with the __________ stage of the selling process.

The best way to avoid postsale problems is to contact customers right after they take possession of their products.

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica should use __________ as a first source of leads.

One of the benefits of careers in sales is flexibility in scheduling.

Fred sells health insurance packages for small businesses.He has been given the names of ten new businesses in his town.During the qualifying leads stage of the selling process,Fred will likely try to assess which of the ten businesses

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons except

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

Fred really wanted the sales position and he was qualified,but the hiring manager didn't think men could sell hair products,so she decided to hire a less-qualified woman instead.Is this legal?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Conscious Marketing,corporate Social Responsibility,and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation,targeting,and Positioning

Marketing Research

Product,branding,and Packaging Decisions

Developing New Products

Services: the Intangible Product

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising,public Relations,and Sales Promotions

Filters

Exam 20: Personal Selling and Sales Management

In business practice,salesperson evaluation measures can be objective or subjective.

Good salespeople know the types of reservations buyers are likely to raise.

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do,according to the personal selling process?

A salesperson's compensation can be made up of some combination of salary,commission,and __________,which are payments made at a manager's discretion when the salesperson achieves certain goals.

Regina has made the same sales presentation twice a day for almost a month.At first,the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was.Regina might ask another sales rep to participate in __________ and critique her presentation.

How can sales representatives save time for customers?

Katerina is told by her sales manager,"Do whatever you need to do to get the sale," yet the company has ethical selling standards.Katerina faces the ethical problem of

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

For a car salesperson,what are good ways of generating leads?

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette's buying mode,most likely began with the __________ stage of the selling process.

The best way to avoid postsale problems is to contact customers right after they take possession of their products.

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica should use __________ as a first source of leads.

One of the benefits of careers in sales is flexibility in scheduling.

Fred sells health insurance packages for small businesses.He has been given the names of ten new businesses in his town.During the qualifying leads stage of the selling process,Fred will likely try to assess which of the ten businesses

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons except

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

Fred really wanted the sales position and he was qualified,but the hiring manager didn't think men could sell hair products,so she decided to hire a less-qualified woman instead.Is this legal?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Conscious Marketing,corporate Social Responsibility,and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation,targeting,and Positioning

Marketing Research

Product,branding,and Packaging Decisions

Developing New Products

Services: the Intangible Product

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising,public Relations,and Sales Promotions

Filters