Question 1

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)  Salespeople can identify creative solutions to customer problems. 
B)  Salespeople have the greatest say in company policy and therefore are its customers' greatest advocates. 
C)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D)  Salespeople are the most highly trained of all a firm's employees and therefore offer the greatest customer security. 
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases. 
A)  Salespeople can identify creative solutions to customer problems. 
B)  Salespeople have the greatest say in company policy and therefore are its customers' greatest advocates. 
C)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D)  Salespeople are the most highly trained of all a firm's employees and therefore offer the greatest customer security. 
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Question 2

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Accepted Answer

A)  assumptive 
B)  preemptive 
C)  follow-up 
D)  prospecting 
E)  courtesy 
A)  assumptive 
B)  preemptive 
C)  follow-up 
D)  prospecting 
E)  courtesy

Question 3

Account management policies refer to policies that __________.

Accepted Answer

A)  specify how salespeople will be compensated and how sales performance will be evaluated 
B)  specify which products or services will be offered to consumers, through which outlets, and at what price 
C)  specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole 
D)  specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out 
E)  determine the sales quotas for the upcoming year based upon past sales performance and current forecasting 
A)  specify how salespeople will be compensated and how sales performance will be evaluated 
B)  specify which products or services will be offered to consumers, through which outlets, and at what price 
C)  specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole 
D)  specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out 
E)  determine the sales quotas for the upcoming year based upon past sales performance and current forecasting

Question 4

the four things that research suggests will produce a motivated salesperson.

Accepted Answer

A sales plan cannot be successfully impl

Question 5

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Accepted Answer

A)  having a cross-functional team conference before each customer encounter 
B)  preparing state of the art presentations about the newest Xerox printer technologies 
C)  familiarizing themselves with the potential client and its document needs 
D)  secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware 
E)  role-playing different possible scenarios that might occur during the actual sales presentation 
A)  having a cross-functional team conference before each customer encounter 
B)  preparing state of the art presentations about the newest Xerox printer technologies 
C)  familiarizing themselves with the potential client and its document needs 
D)  secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware 
E)  role-playing different possible scenarios that might occur during the actual sales presentation

Question 6

Frito-Lay Photo
-Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)  managers 
B)  directors 
C)  outside order takers 
D)  inside order takers 
E)  go-getters 
A)  managers 
B)  directors 
C)  outside order takers 
D)  inside order takers 
E)  go-getters

Question 7

Figure 20-5
-insurance company is considering using either (a)independent sales agents who would receive a seven percent (7%)sales commission on sales or (b)its own insurance salespeople who would receive a five percent (5%)commission,salaries,and benefits.Additionally,with a company salesforce,sales administration costs would be incurred for a total fixed cost of $650,000 per year.At what level of sales would independent salespeople be less costly to the firm?

Accepted Answer

A)  $650,000 
B)  $3,250,000 
C)  $6,500,000 
D)  $32,500,000 
E)  $35,200,000 
A)  $650,000 
B)  $3,250,000 
C)  $6,500,000 
D)  $32,500,000 
E)  $35,200,000

Question 8

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Accepted Answer

A)  NAICS 
B)  customer 
C)  product 
D)  geographical 
E)  market segmentation 
A)  NAICS 
B)  customer 
C)  product 
D)  geographical 
E)  market segmentation

Question 9

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Accepted Answer

A)  Do Not Disturb Registry 
B)  Do Not Call Registry 
C)  Do Not Interrupt Registry 
D)  Do Not Infringe Registry 
E)  Do Not Agitate Registry 
A)  Do Not Disturb Registry 
B)  Do Not Call Registry 
C)  Do Not Interrupt Registry 
D)  Do Not Infringe Registry 
E)  Do Not Agitate Registry

Question 10

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Accepted Answer

A)  sales response 
B)  account 
C)  territorial 
D)  customer 
E)  prospect 
A)  sales response 
B)  account 
C)  territorial 
D)  customer 
E)  prospect

Question 11

advantage of a product sales organization is that __________.

Accepted Answer

A)  salespeople can develop expertise with technical characteristics, applications, and selling methods associated with a particular product or family of products 
B)  the number of salespersons in the salesforce can be reduced 
C)  there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation 
D)  it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another 
E)  fewer sales managers are required since the salesforce is paid strictly on commission 
A)  salespeople can develop expertise with technical characteristics, applications, and selling methods associated with a particular product or family of products 
B)  the number of salespersons in the salesforce can be reduced 
C)  there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation 
D)  it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another 
E)  fewer sales managers are required since the salesforce is paid strictly on commission

Question 12

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

Accepted Answer

A)  output-related 
B)  input-related 
C)  profit-related 
D)  expertise-related 
E)  behaviorally-related 
A)  output-related 
B)  input-related 
C)  profit-related 
D)  expertise-related 
E)  behaviorally-related

Question 13

of the following are behaviorally-related sales objectives EXCEPT _____.

Accepted Answer

A)  communication skills 
B)  customer service satisfaction ratings 
C)  number of new customers 
D)  selling skills 
E)  product knowledge 
A)  communication skills 
B)  customer service satisfaction ratings 
C)  number of new customers 
D)  selling skills 
E)  product knowledge

Question 14

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 "ensure that the customer is satisfied with the product or service," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

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

Question 15

Harry goes to the local Staples store to purchase a laptop computer.He asks the salesclerk many questions,compares various models on display,and decides on the Sony Vaio.The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer.This is an example of _____ selling.

Accepted Answer

A)  inquiry 
B)  formula 
C)  method 
D)  suggestive 
E)  need-satisfaction 
A)  inquiry 
B)  formula 
C)  method 
D)  suggestive 
E)  need-satisfaction

Question 16

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

Accepted Answer

A)  the ability to read body language 
B)  sense of humor 
C)  the ability to be positive 
D)  the ability to manage one's emotions and impulses 
E)  a need to be in control 
A)  the ability to read body language 
B)  sense of humor 
C)  the ability to be positive 
D)  the ability to manage one's emotions and impulses 
E)  a need to be in control

Question 17

effective sales plan objective should be __________.

Accepted Answer

A)  general, measurable, and flexible 
B)  profitable, subjective, and measurable 
C)  precise, profitable, and flexible 
D)  precise, measurable, and time specific 
E)  general, flexible, and profitable 
A)  general, measurable, and flexible 
B)  profitable, subjective, and measurable 
C)  precise, profitable, and flexible 
D)  precise, measurable, and time specific 
E)  general, flexible, and profitable

Question 18

After completing an 18-week sales training program,Joshua was told,"You will be paid 4 percent on net dollar volume up to $10 million.Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ compensation plan for him after completing the sales training program.

Accepted Answer

A)  sales response 
B)  combination 
C)  straight sales 
D)  straight commission 
E)  market share 
A)  sales response 
B)  combination 
C)  straight sales 
D)  straight commission 
E)  market share

Question 19

Figure 20-7
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Accepted Answer

A)  Consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping the account if it is unprofitable. 
B)  Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
C)  Take advantage of a good opportunity because the accounts have high potential and the sales organization has a strong position. 
D)  Accounts should receive a high level of sales calls and service to retain and possibly build accounts. 
E)  Accounts should receive moderate level of sales and service to maintain current position of sales organization. 
A)  Consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping the account if it is unprofitable. 
B)  Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
C)  Take advantage of a good opportunity because the accounts have high potential and the sales organization has a strong position. 
D)  Accounts should receive a high level of sales calls and service to retain and possibly build accounts. 
E)  Accounts should receive moderate level of sales and service to maintain current position of sales organization.

Question 20

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

Accepted Answer

A)  5 million 
B)  10 million 
C)  14 million 
D)  18 million 
E)  24 million 
A)  5 million 
B)  10 million 
C)  14 million 
D)  18 million 
E)  24 million

Which of the following statements regarding the role of salespeople is most accurate?

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Account management policies refer to policies that __________.

the four things that research suggests will produce a motivated salesperson.

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Frito-Lay Photo -Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

advantage of a product sales organization is that __________.

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

of the following are behaviorally-related sales objectives EXCEPT _____.

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

effective sales plan objective should be __________.

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

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

Exam 20: Personal Selling and Sales Management

Which of the following statements regarding the role of salespeople is most accurate?

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Account management policies refer to policies that __________.

the four things that research suggests will produce a motivated salesperson.

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Frito-Lay Photo -Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

advantage of a product sales organization is that __________.

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

of the following are behaviorally-related sales objectives EXCEPT _____.

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

effective sales plan objective should be __________.

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

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