Question 1

job analysis is a __________.

Accepted Answer

A)  thorough evaluation of a salesperson's performance based upon both input and output objectives 
B)  detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead from being converted into a sale 
C)  study of a particular sales position, including how the job is to be performed and the tasks that make up the job 
D)  protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan 
E)  written document that describes the job relationships and requirements that characterize each sales position 
A)  thorough evaluation of a salesperson's performance based upon both input and output objectives 
B)  detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead from being converted into a sale 
C)  study of a particular sales position, including how the job is to be performed and the tasks that make up the job 
D)  protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan 
E)  written document that describes the job relationships and requirements that characterize each sales position

Question 2

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."B" 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)  Take advantage of a good opportunity if the sales organization can overcome its weak position. 
C)  Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
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)  Take advantage of a good opportunity if the sales organization can overcome its weak position. 
C)  Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
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 3

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

Accepted Answer

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

Question 4

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

Accepted Answer

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

Question 5

Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ compensation plan to compensate Daniel for his time and effort.

Accepted Answer

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

Question 6

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

Question 7

disadvantage of a straight commission compensation plan is that __________.

Accepted Answer

A)  it provides incentive to expand sales volume 
B)  it can discourage salespeople from providing customer service 
C)  it includes nonselling activities that take time away from selling 
D)  the overall compensation is usually lower than a straight salary compensation plan 
E)  it is difficult to administer 
A)  it provides incentive to expand sales volume 
B)  it can discourage salespeople from providing customer service 
C)  it includes nonselling activities that take time away from selling 
D)  the overall compensation is usually lower than a straight salary compensation plan 
E)  it is difficult to administer

Question 8

Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n)__________ close.

Accepted Answer

A)  urgency 
B)  preemptory 
C)  presumptive 
D)  trial 
E)  final 
A)  urgency 
B)  preemptory 
C)  presumptive 
D)  trial 
E)  final

Question 9

salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services,is referred to as a __________.

Accepted Answer

A)  specialized order taker 
B)  designated order getter 
C)  missionary salesperson 
D)  sales engineer 
E)  sales technician 
A)  specialized order taker 
B)  designated order getter 
C)  missionary salesperson 
D)  sales engineer 
E)  sales technician

Question 10

assumptive close refers to __________.

Accepted Answer

A)  asking the prospect to make a decision on some aspect of the purchase 
B)  allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase 
C)  committing the prospect quickly by making references to the time limits of the purchase 
D)  making an exchange of money or other unit of value 
E)  asking the prospect to make choices concerning delivery, warranty, or financing terms 
A)  asking the prospect to make a decision on some aspect of the purchase 
B)  allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase 
C)  committing the prospect quickly by making references to the time limits of the purchase 
D)  making an exchange of money or other unit of value 
E)  asking the prospect to make choices concerning delivery, warranty, or financing terms

Question 11

Although firms may differ in the specifics of how salespeople are managed,the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

Accepted Answer

Sales management consists of three inter

Question 12

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as,"What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" This company trains its salespeople to develop a sales presentation style that emphasizes the needs and wants of its retailers.Once key needs have been uncovered,the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the __________ selling format.

Accepted Answer

A)  need-satisfaction 
B)  formula 
C)  stimulus-response 
D)  creative 
E)  problem resolution 
A)  need-satisfaction 
B)  formula 
C)  stimulus-response 
D)  creative 
E)  problem resolution

Question 13

is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its salesforce was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio

Question 14

of the following are types of sales objectives EXCEPT:

Accepted Answer

A)  input-related 
B)  employer-related 
C)  competitor-related 
D)  behaviorally-related 
E)  output-related 
A)  input-related 
B)  employer-related 
C)  competitor-related 
D)  behaviorally-related 
E)  output-related

Question 15

a __________ presentation,the salesperson tries one appeal after another,hoping to "hit the right button."

Accepted Answer

A)  formula selling 
B)  persuasive sales 
C)  stimulus-satisfaction 
D)  stimulus-response 
E)  stimulus-selling 
A)  formula selling 
B)  persuasive sales 
C)  stimulus-satisfaction 
D)  stimulus-response 
E)  stimulus-selling

Question 16

selling would most likely be used by a company that sells __________.

Accepted Answer

A)  file cabinets 
B)  washing machines 
C)  dining room tables 
D)  four-wheel drive sports utility vehicle (SUVs) 
E)  sophisticated computer systems 
A)  file cabinets 
B)  washing machines 
C)  dining room tables 
D)  four-wheel drive sports utility vehicle (SUVs) 
E)  sophisticated computer systems

Question 17

sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as __________.

Accepted Answer

A)  a formula selling presentation 
B)  a stimulus-buy presentation 
C)  a stimulus-satisfaction presentation 
D)  a stimulus-selling presentation 
E)  suggestive selling 
A)  a formula selling presentation 
B)  a stimulus-buy presentation 
C)  a stimulus-satisfaction presentation 
D)  a stimulus-selling presentation 
E)  suggestive selling

Question 18

Figure 20-5
-break-even chart for comparing independent agents and a company salesforce includes __________ and __________.

Accepted Answer

A)  selling costs; sales revenues in dollars 
B)  sales profits; percentage of market share 
C)  salary compensation; commission compensation 
D)  calls made; sales made 
E)  number of independent agents; number of company salesforce personnel 
A)  selling costs; sales revenues in dollars 
B)  sales profits; percentage of market share 
C)  salary compensation; commission compensation 
D)  calls made; sales made 
E)  number of independent agents; number of company salesforce personnel

Question 19

Canam Canada specializes in the fabrication of steel joists,joist girders,steel deck,and Murox-high performance building systems that are used in the construction of commercial,industrial,and institutional buildings.As one of the largest steel joist fabricators in North America,Canam Canada offers value-added engineering support,architectural flexibility,and customized solutions and services.Canam Canada uses team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships.It provides exceptional service by assigning teams of sales,service,and technical personnel to work exclusively with assigned customers.Canam's salesforce practices _____ account management.

Accepted Answer

A)  key 
B)  unique 
C)  specialty 
D)  one of a kind 
E)  consultative 
A)  key 
B)  unique 
C)  specialty 
D)  one of a kind 
E)  consultative

Question 20

different types of buyers have different needs,a __________ sales organizational structure is used.

Accepted Answer

A)  multi-reseller 
B)  customer 
C)  geographical 
D)  market segmentation 
E)  multi-level marketing 
A)  multi-reseller 
B)  customer 
C)  geographical 
D)  market segmentation 
E)  multi-level marketing

job analysis is a __________.

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."B" represents what account management policy?

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

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

Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ compensation plan to compensate Daniel for his time and effort.

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

disadvantage of a straight commission compensation plan is that __________.

Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n)__________ close.

salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services,is referred to as a __________.

assumptive close refers to __________.

Although firms may differ in the specifics of how salespeople are managed,the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

of the following are types of sales objectives EXCEPT:

a __________ presentation,the salesperson tries one appeal after another,hoping to "hit the right button."

selling would most likely be used by a company that sells __________.

sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as __________.

Figure 20-5 -break-even chart for comparing independent agents and a company salesforce includes and .

different types of buyers have different needs,a __________ sales organizational structure is used.

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

job analysis is a __________.

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."B" represents what account management policy?

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

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

Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ compensation plan to compensate Daniel for his time and effort.

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

disadvantage of a straight commission compensation plan is that __________.

Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n)__________ close.

salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services,is referred to as a __________.

assumptive close refers to __________.

Although firms may differ in the specifics of how salespeople are managed,the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

of the following are types of sales objectives EXCEPT:

a __________ presentation,the salesperson tries one appeal after another,hoping to "hit the right button."

selling would most likely be used by a company that sells __________.

sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as __________.

Figure 20-5 -break-even chart for comparing independent agents and a company salesforce includes __________ and __________.

different types of buyers have different needs,a __________ sales organizational structure is used.

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

Figure 20-5 -break-even chart for comparing independent agents and a company salesforce includes and .