Question 1

Adaptive selling refers to a presentation format that __________.

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers 
B)  focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution 
C)  consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect 
D)  assumes that given the appropriate stimulus by a salesperson, the prospect will buy 
E)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information 
A)  emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers 
B)  focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution 
C)  consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect 
D)  assumes that given the appropriate stimulus by a salesperson, the prospect will buy 
E)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

Question 2

selling refers to the practice of __________.

Accepted Answer

A)  using an entire team of professionals in selling to and servicing major customers 
B)  sending an entire team of a firm's sales representatives into the field 
C)  combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer 
D)  sending a group of sales representatives to concentrate on performing promotional activities and introducing new products 
E)  assigning a team of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers 
A)  using an entire team of professionals in selling to and servicing major customers 
B)  sending an entire team of a firm's sales representatives into the field 
C)  combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer 
D)  sending a group of sales representatives to concentrate on performing promotional activities and introducing new products 
E)  assigning a team of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers

Question 3

Personal Selling Process Photo B
-a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in __________ selling.

Accepted Answer

A)  adaptive 
B)  suggestive 
C)  formula 
D)  consultative 
E)  relationship 
A)  adaptive 
B)  suggestive 
C)  formula 
D)  consultative 
E)  relationship

Question 4

sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson __________.

Accepted Answer

A)  explains why competitor's products are inferior 
B)  summarizes relevant information about potential solutions 
C)  requests a meeting with the company gatekeeper 
D)  requests a meeting with the official buyer to determine the possibility of a sale 
E)  gets a signed document or confirmation of the sale 
A)  explains why competitor's products are inferior 
B)  summarizes relevant information about potential solutions 
C)  requests a meeting with the company gatekeeper 
D)  requests a meeting with the official buyer to determine the possibility of a sale 
E)  gets a signed document or confirmation of the sale

Question 5

which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Accepted Answer

A)  prospecting 
B)  preapproach 
C)  approach 
D)  presentation 
E)  close 
A)  prospecting 
B)  preapproach 
C)  approach 
D)  presentation 
E)  close

Question 6

Sales management consists of three interrelated functions: (1)__________; (2)sales plan implementation; and (3)salesforce evaluation.

Accepted Answer

A)  salesforce compensation 
B)  sales plan formulation 
C)  salesforce communication 
D)  salesforce size determination 
E)  salesforce training 
A)  salesforce compensation 
B)  sales plan formulation 
C)  salesforce communication 
D)  salesforce size determination 
E)  salesforce training

Question 7

selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers is referred to as a __________ presentation.

Accepted Answer

A)  need-satisfaction 
B)  formula selling 
C)  stimulus-response 
D)  relationship selling 
E)  marketing concept 
A)  need-satisfaction 
B)  formula selling 
C)  stimulus-response 
D)  relationship selling 
E)  marketing concept

Question 8

a Frito-Lay salesperson,such as the one shown in the photo above,takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves,what form of buying decision does the manager engage in?

Accepted Answer

A)  new buy 
B)  modified rebuy 
C)  straight rebuy 
D)  team rebuy 
E)  need rebuy 
A)  new buy 
B)  modified rebuy 
C)  straight rebuy 
D)  team rebuy 
E)  need rebuy

Question 9

are the three types of prospects?

Accepted Answer

A)  leads, prospects, and buyers 
B)  leads, prospects, and qualified prospects 
C)  cold, warm, and hot 
D)  awareness, trial, and adoption 
E)  primary leads, secondary leads, and final leads 
A)  leads, prospects, and buyers 
B)  leads, prospects, and qualified prospects 
C)  cold, warm, and hot 
D)  awareness, trial, and adoption 
E)  primary leads, secondary leads, and final leads

Question 10

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A)  Order getters often replenish a retailer's inventories. 
B)  Order getters handle orders obtained on inbound telemarketing. 
C)  Order getters require considerable product knowledge. 
D)  Order getters typically process reorders for products already sold by the company. 
E)  Order getter sales calls traditionally require the lowest financial investment from the firm. 
A)  Order getters often replenish a retailer's inventories. 
B)  Order getters handle orders obtained on inbound telemarketing. 
C)  Order getters require considerable product knowledge. 
D)  Order getters typically process reorders for products already sold by the company. 
E)  Order getter sales calls traditionally require the lowest financial investment from the firm.

Question 11

Figure 20-3
-shown in Figure 20-3 above,"F" is the__________ stage in the personal selling process.

Accepted Answer

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

Question 12

are the six stages of the personal selling process? What is the objective of each stage?

Accepted Answer

The personal selling process consists of

Question 13

Figure 20-3
-Figure 20-3 above shows there are six stages in the personal selling process ("A" through "F")along with the objective(s)of each stage.If the salesperson's objective is to "gather information and decide how to approach the prospect," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

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

Question 14

Information from a __________ is used to write a job description.

Accepted Answer

A)  job analysis 
B)  salesforce compensation plan 
C)  sales plan 
D)  sales performance audit 
E)  personnel performance plan 
A)  job analysis 
B)  salesforce compensation plan 
C)  sales plan 
D)  sales performance audit 
E)  personnel performance plan

Question 15

Three major presentation formats exist: (1)stimulus-response format; (2)formula selling format; and (3)__________.

Accepted Answer

A)  cold call format 
B)  stimulus-satisfaction format 
C)  stimulus-selling format 
D)  need-satisfaction format 
E)  persuasive sales format 
A)  cold call format 
B)  stimulus-satisfaction format 
C)  stimulus-selling format 
D)  need-satisfaction format 
E)  persuasive sales format

Question 16

Partnership selling is sometimes referred to as __________.

Accepted Answer

A)  enterprise selling 
B)  transactional selling 
C)  strategic selling 
D)  creative selling 
E)  synergistic selling 
A)  enterprise selling 
B)  transactional selling 
C)  strategic selling 
D)  creative selling 
E)  synergistic selling

Question 17

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

Accepted Answer

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

Question 18

sales quota identifies _____.

Accepted Answer

A)  the ratio of sales calls made to actual sales closed 
B)  the minimum number of sales that must be made before a salesperson can be paid 
C)  the maximum threshold for satisfactory performance during an annual performance evaluation 
D)  the maximum number of sales that can be made before receiving a commission on sales 
E)  the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period 
A)  the ratio of sales calls made to actual sales closed 
B)  the minimum number of sales that must be made before a salesperson can be paid 
C)  the maximum threshold for satisfactory performance during an annual performance evaluation 
D)  the maximum number of sales that can be made before receiving a commission on sales 
E)  the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period

Question 19

During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Accepted Answer

A)  prospecting 
B)  preapproach 
C)  approach 
D)  presentation 
E)  closing 
A)  prospecting 
B)  preapproach 
C)  approach 
D)  presentation 
E)  closing

Question 20

of the first sales management decisions a firm must make is whether the company should build its own salesforce or hire independent agents such as manufacturers' representatives.Abacus Designs sells high-end furniture to retailers and needs to make this decision.Independent agents would receive a 5 percent commission on sales while a company salesforce would receive a 3 percent commission,salaries,and benefits.In addition,with company salespeople,sales administration costs would be incurred for a total fixed cost of $500,000 per year.At what sales level would independent salespeople be less costly?

Accepted Answer

The decision to use company salespeople

Adaptive selling refers to a presentation format that __________.

selling refers to the practice of __________.

sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson __________.

which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Sales management consists of three interrelated functions: (1)__________; (2)sales plan implementation; and (3)salesforce evaluation.

selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers is referred to as a __________ presentation.

a Frito-Lay salesperson,such as the one shown in the photo above,takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves,what form of buying decision does the manager engage in?

are the three types of prospects?

Which of the following statements regarding order getters is most accurate?

Figure 20-3 -shown in Figure 20-3 above,"F" is the__________ stage in the personal selling process.

are the six stages of the personal selling process? What is the objective of each stage?

Information from a __________ is used to write a job description.

Three major presentation formats exist: (1)stimulus-response format; (2)formula selling format; and (3)__________.

Partnership selling is sometimes referred to as __________.

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

sales quota identifies _____.

During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

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 Multi-Channel Marketing

Pulling It All Together: The Strategic Marketing Process

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Exam 20: Personal Selling and Sales Management

Adaptive selling refers to a presentation format that __________.

selling refers to the practice of __________.

sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson __________.

which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Sales management consists of three interrelated functions: (1)__________; (2)sales plan implementation; and (3)salesforce evaluation.

selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers is referred to as a __________ presentation.

a Frito-Lay salesperson,such as the one shown in the photo above,takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves,what form of buying decision does the manager engage in?

are the three types of prospects?

Which of the following statements regarding order getters is most accurate?

Figure 20-3 -shown in Figure 20-3 above,"F" is the__________ stage in the personal selling process.

are the six stages of the personal selling process? What is the objective of each stage?

Information from a __________ is used to write a job description.

Three major presentation formats exist: (1)stimulus-response format; (2)formula selling format; and (3)__________.

Partnership selling is sometimes referred to as __________.

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

sales quota identifies _____.

During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

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 Multi-Channel Marketing

Pulling It All Together: The Strategic Marketing Process

Filters