Question 1

The 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 2

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of __________.

Accepted Answer

A) interactive marketing 
B) multichannel selling 
C) outbound telemarketing 
D) social networking 
E) inbound telemarketing 
A) interactive marketing 
B) multichannel selling 
C) outbound telemarketing 
D) social networking 
E) inbound telemarketing

Question 3

Personal selling requires the __________ flow of communication between a buyer and a seller,often in a face-to-face encounter,designed to influence a person's or a group's purchase decision.

Accepted Answer

A) direct 
B) indirect 
C) one-way 
D) two-way 
E) recursive 
A) direct 
B) indirect 
C) one-way 
D) two-way 
E) recursive

Question 4

Research indicates that there are four key factors involved with salesforce motivation: (1)a clear job description; (2)__________; (3)a personal need for achievement;and (4)proper compensation,incentives,or rewards.

Accepted Answer

A) an opportunity for professional growth 
B) a moderate degree of competitive spirit within a team 
C) effective sales management practices 
D) constructive criticism 
E) adequate time for bookkeeping and paperwork 
A) an opportunity for professional growth 
B) a moderate degree of competitive spirit within a team 
C) effective sales management practices 
D) constructive criticism 
E) adequate time for bookkeeping and paperwork

Question 5

The final stage in the personal selling process is referred to as __________.

Accepted Answer

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

Question 6

The workload method

Accepted Answer

A) determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories. 
B) identifies the target market that most closely meets the special skills of the salesforce. 
C) determines the size of a salesforce by integrating the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) describes what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's product(s). 
A) determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories. 
B) identifies the target market that most closely meets the special skills of the salesforce. 
C) determines the size of a salesforce by integrating the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure. 
D) describes what is to be achieved and where and how the selling effort of salespeople is to be deployed. 
E) determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's product(s).

Question 7

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens,the firm was using __________.

Accepted Answer

A) interactive marketing 
B) multichannel selling 
C) inbound telemarketing 
D) outbound telemarketing 
E) social networking 
A) interactive marketing 
B) multichannel selling 
C) inbound telemarketing 
D) outbound telemarketing 
E) social networking

Question 8

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that about __________ 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

Question 9

SFA 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 10

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Accepted Answer

Objections are excuses for not making a

Question 11

The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Accepted Answer

A) inside order taker 
B) interactive order taker 
C) outside order taker 
D) inventory clerk 
E) outside order getter 
A) inside order taker 
B) interactive order taker 
C) outside order taker 
D) inventory clerk 
E) outside order getter

Question 12

When a salesperson in the Apple store asks,"Will that be charge or cash?",he has executed which stage of the personal selling process?

Accepted Answer

A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up 
A) closing 
B) approach 
C) presentation 
D) handling objections 
E) follow-up

Question 13

Key account management refers to

Accepted Answer

A) the assignment of a single salesperson to a single customer throughout the course of the entire sale. 
B) the practice of assigning the highest performing salesperson to the clients with the most profitable accounts. 
C) the practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships. 
D) a sales relationship that involves a face-to-face,person-to-person encounter rather than a sale made through extranets. 
E) the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service. 
A) the assignment of a single salesperson to a single customer throughout the course of the entire sale. 
B) the practice of assigning the highest performing salesperson to the clients with the most profitable accounts. 
C) the practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships. 
D) a sales relationship that involves a face-to-face,person-to-person encounter rather than a sale made through extranets. 
E) the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service.

Question 14

Russ Berry Company sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?",he has executed which stage of the selling process?

Accepted Answer

A) approach 
B) presentation 
C) handling objections 
D) closing 
E) follow-up 
A) approach 
B) presentation 
C) handling objections 
D) closing 
E) follow-up

Question 15

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

Accepted Answer

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

Question 16

All of the following are forms of sales automation EXCEPT:

Accepted Answer

A) sales training. 
B) memos from a sales manager to her salesforce. 
C) sales presentations. 
D) account analysis. 
E) order processing. 
A) sales training. 
B) memos from a sales manager to her salesforce. 
C) sales presentations. 
D) account analysis. 
E) order processing.

Question 17

At the __________ stage in the personal selling process,a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Accepted Answer

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

Question 18

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Accepted Answer

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

Question 19

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 20

With a __________,a salesperson is paid a fixed fee per week,month,or year.

Accepted Answer

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

Exam 20: Personal Selling and Sales Management

The advantage of a product sales organization is that

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of __________.

Personal selling requires the __________ flow of communication between a buyer and a seller,often in a face-to-face encounter,designed to influence a person's or a group's purchase decision.

Research indicates that there are four key factors involved with salesforce motivation: (1)a clear job description; (2)__________; (3)a personal need for achievement;and (4)proper compensation,incentives,or rewards.

The final stage in the personal selling process is referred to as __________.

The workload method

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens,the firm was using __________.

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

SFA is an acronym for __________.

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

When a salesperson in the Apple store asks,"Will that be charge or cash?",he has executed which stage of the personal selling process?

Key account management refers to

Russ Berry Company sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?",he has executed which stage of the selling process?

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

All of the following are forms of sales automation EXCEPT:

At the __________ stage in the personal selling process,a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is 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.

With a __________,a salesperson is paid a fixed fee per week,month,or year.

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility in 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 to Connect With Consumers

Implementing Interactive and Multichannel Marketing

Pulling It All Together: the Strategic Marketing Process

Building an Effective Marketing Plan

Financial Aspects of Marketing

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