Question 1

Which of the following statements should the salesperson use to postpone a prospect's objection?

Accepted Answer

A)  "I think I might be able to explain that better to you after showing you this diagram." 
B)  "Yes, you're right, it is lighter but that is done intentionally to make your work easier." 
C)  "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway." 
D)  "Where did you hear that? Your source must have erroneous information." 
E)  "As I was saying, …." 
A)  "I think I might be able to explain that better to you after showing you this diagram." 
B)  "Yes, you're right, it is lighter but that is done intentionally to make your work easier." 
C)  "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway." 
D)  "Where did you hear that? Your source must have erroneous information." 
E)  "As I was saying, …."

Question 2

Seminar selling is a method of personal selling in which __________.

Accepted Answer

A)  the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors 
B)  a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers 
C)  salespeople and other company resource people meet with buyers to discuss problems and opportunities 
D)  a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments 
E)  a company selling services tries to overcome the problems associated with the intangibility of service 
A)  the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors 
B)  a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers 
C)  salespeople and other company resource people meet with buyers to discuss problems and opportunities 
D)  a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments 
E)  a company selling services tries to overcome the problems associated with the intangibility of service

Question 3

are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role

Question 4

the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

Accepted Answer

A)  urgency close 
B)  follow-up 
C)  assumptive close 
D)  presentation 
E)  trial close 
A)  urgency close 
B)  follow-up 
C)  assumptive close 
D)  presentation 
E)  trial close

Question 5

Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.

Accepted Answer

The stimulus-response presentation forma

Question 6

a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose.They are ______.

Accepted Answer

A)  dollar volume, unit volume, and market share 
B)  NAICS, market size, and geography 
C)  geography, customer, and product/service 
D)  market size, market share, and market type 
E)  dollar volume, unit volume, and profit 
A)  dollar volume, unit volume, and market share 
B)  NAICS, market size, and geography 
C)  geography, customer, and product/service 
D)  market size, market share, and market type 
E)  dollar volume, unit volume, and profit

Question 7

is an advantage of a geographical sales organization?

Accepted Answer

A)  more effective, specialized customer support 
B)  minimized travel time, expenses, and duplication of selling effort 
C)  smaller costs for sales calls 
D)  reduced number of salespersons in the salesforce 
E)  few required sales managers 
A)  more effective, specialized customer support 
B)  minimized travel time, expenses, and duplication of selling effort 
C)  smaller costs for sales calls 
D)  reduced number of salespersons in the salesforce 
E)  few required sales managers

Question 8

Which salesforce organizational structure is the simplest?

Accepted Answer

A)  profit 
B)  customer 
C)  product 
D)  market 
E)  geographical 
A)  profit 
B)  customer 
C)  product 
D)  market 
E)  geographical

Question 9

two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as __________.

Accepted Answer

A)  sales management 
B)  personal selling 
C)  sales promotion 
D)  direct selling 
E)  marketing management 
A)  sales management 
B)  personal selling 
C)  sales promotion 
D)  direct selling 
E)  marketing management

Question 10

the __________ stage of the personal selling process,the cultural setting is very important.

Accepted Answer

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

Question 11

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 "obtain a purchase from the prospect and create a customer," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

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

Question 12

Relationship selling refers to __________.

Accepted Answer

A)  the assignment of a single salesperson to a single customer throughout the entire sales process 
B)  buyers and sellers combining their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer 
C)  the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time 
D)  the practice of using an entire team of professionals in selling to and servicing key customers 
E)  the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service 
A)  the assignment of a single salesperson to a single customer throughout the entire sales process 
B)  buyers and sellers combining their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer 
C)  the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time 
D)  the practice of using an entire team of professionals in selling to and servicing key customers 
E)  the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service

Question 13

method of selling in which a salesperson makes a telephone call or visits a prospective customer without a referral is called __________.

Accepted Answer

A)  team selling 
B)  cold calling 
C)  seminar selling 
D)  formula selling 
E)  conference selling 
A)  team selling 
B)  cold calling 
C)  seminar selling 
D)  formula selling 
E)  conference selling

Question 14

is an acronym for __________.

Accepted Answer

A)  sales force automation 
B)  sales factory automation 
C)  sales flexible automation 
D)  sales functional automation 
E)  sales frequency automation 
A)  sales force automation 
B)  sales factory automation 
C)  sales flexible automation 
D)  sales functional automation 
E)  sales frequency automation

Question 15

Figure 20-6C
-Consider Figure 20-6C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization C" represents which type of salesforce organizational structure?

Accepted Answer

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

Question 16

Which of the following statements regarding the preapproach stage for international selling is most accurate?

Accepted Answer

A)  Customs rarely influence a preapproach protocol. 
B)  The preapproach stage is shorter and less intensive than with domestic consumers. 
C)  Customs are very important in dictating appropriate protocol. 
D)  In most cases, the buyer rather than the seller initiates the contact between seller and buyer. 
E)  Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead. 
A)  Customs rarely influence a preapproach protocol. 
B)  The preapproach stage is shorter and less intensive than with domestic consumers. 
C)  Customs are very important in dictating appropriate protocol. 
D)  In most cases, the buyer rather than the seller initiates the contact between seller and buyer. 
E)  Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead.

Question 17

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.

Accepted Answer

Salespeople are a valuable source of inf

Question 18

the personal selling process,a telemarketer for a life insurance firm calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" This telemarketer is engaged in the __________ stage.

Accepted Answer

A)  stimulus-response selling 
B)  closing the sale 
C)  prospecting 
D)  order taking 
E)  creating a preapproach 
A)  stimulus-response selling 
B)  closing the sale 
C)  prospecting 
D)  order taking 
E)  creating a preapproach

Question 19

Personal Selling Process Photo B
-Consultative 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, where 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, where 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 20

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A)  data mining 
B)  preapproach 
C)  approach 
D)  presentation 
E)  prospecting 
A)  data mining 
B)  preapproach 
C)  approach 
D)  presentation 
E)  prospecting

Exam 20: Personal Selling and Sales Management

Which of the following statements should the salesperson use to postpone a prospect's objection?

Seminar selling is a method of personal selling in which __________.

are the three major roles of personal selling in a firm's overall marketing effort?

the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.

a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose.They are ______.

is an advantage of a geographical sales organization?

Which salesforce organizational structure is the simplest?

two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as __________.

the __________ stage of the personal selling process,the cultural setting is very important.

Relationship selling refers to __________.

method of selling in which a salesperson makes a telephone call or visits a prospective customer without a referral is called __________.

is an acronym for __________.

Figure 20-6C -Consider Figure 20-6C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization C" represents which type of salesforce organizational structure?

Which of the following statements regarding the preapproach stage for international selling is most accurate?

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.

the personal selling process,a telemarketer for a life insurance firm calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" This telemarketer is engaged in the __________ stage.

Personal Selling Process Photo B -Consultative selling refers to a presentation format that __________.

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

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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