Exam 20: Personal Selling and Sales Management

At one time,CRM systems were the exclusive domain of wealthy companies.With costs running into hundreds of thousands of dollars,CRM systems represented a massive investment in both money and the time required to establish them.Each system needed its own servers and support from vendors to ensure its maintenance and consistent functioning.Explain how a smaller company,unable to invest a massive amount of money,but in need of a CRM system might solve this issue.

As marketing manager for a newly created software company,Katrina is deciding whether or not to hire a company sales force.To make this decision,Katrina needs to consider whether or not

When her salespeople bring in five new customers,Marissa gives them a $1,000 payment.This is an example of a

Johnny works at an electronics store.In addition to his salary,he receives 2 percent of the sales dollars he brings in each month.This extra 2 percent is called a

__________ involves the planning,direction,and control of personal selling activities,including recruitment,selection,training,motivation,compensation,and evaluation of members of the sales force.

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality.All of the following are considered one of the five service quality dimensions to consider except

Regarding ethical issues,the most important thing a company can do is to have written formal guidelines for common ethical situations.

________ training is excellent for communicating selling and negotiation skills,because managers can observe the sales trainees in real selling situations and provide instant feedback.

If your company hired you to make sales calls via the telephone,it hired you to perform

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as _____________ for employees; the magazine and blog are outlets for not only selling advice but also company-wide recognition of individual salespeople's accomplishments.

Effective salespeople anticipate and handle

Sally has been having a difficult time working with a particular buyer while using the personal selling process,and she has asked her manager,Chris,for some ideas about how to close the sale effectively.Chris asks her a number of questions to help sort out the difficulties.Which of the following questions would Chris be least likely to ask?

After exchanging greetings and getting to know the customer a bit in an initial sales call,the first goal of a sales presentation is to

The preapproach stage occurs __________ and extends the qualification of leads procedure.

While ethical and legal issues are associated with all aspects of marketing,personal selling presents unique issues because

Most beverage distributors have their delivery people act as the firm's sales representatives.The delivery people primarily function as

Sales representatives are often compensated,at least in part,on a percentage of the sales revenue.This percentage is known as a

Warren has just finished his sales presentation.He knows that half the battle is asking questions.What is the other half?

Why is recruitment such an important part of sales management?

In Arthur Miller's play Death of a Salesman,Willie Loman portrays