Question 1

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 are most often used in new-buy or modified rebuy situations. 
C) Order getters handle orders obtained on inbound telemarketing. 
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 are most often used in new-buy or modified rebuy situations. 
C) Order getters handle orders obtained on inbound telemarketing. 
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 2

All 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 3

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a __________.

Accepted Answer

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

Question 4

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

Accepted Answer

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

Question 5

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r

Question 6

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

A) recruiting and selecting the salesforce,training the salesforce,and compensating the salesforce 
B) developing account management policies,implementing the account management policies,and evaluating the account management policies 
C) setting sales objectives,organizing the salesforce,and developing account management policies 
D) organizing the salesforce,establishing quantitative assessment,and implementing follow-up 
E) organizing the salesforce,setting motivational sales quotas,and evaluating the individual members of the salesforce 
A) recruiting and selecting the salesforce,training the salesforce,and compensating the salesforce 
B) developing account management policies,implementing the account management policies,and evaluating the account management policies 
C) setting sales objectives,organizing the salesforce,and developing account management policies 
D) organizing the salesforce,establishing quantitative assessment,and implementing follow-up 
E) organizing the salesforce,setting motivational sales quotas,and evaluating the individual members of the salesforce

Question 7

The 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 8

"Everyone lives by selling something" was an observation made by __________.

Accepted Answer

A) Steve Jobs 
B) Ralph Waldo Emerson 
C) Donald Trump 
D) Robert Louis Stevenson 
E) Lindsey Smith 
A) Steve Jobs 
B) Ralph Waldo Emerson 
C) Donald Trump 
D) Robert Louis Stevenson 
E) Lindsey Smith

Question 9

The primary responsibility of order takers is to

Accepted Answer

A) "preach" the benefits of a new product or service to a customer rather than close the sale. 
B) build market share in a sales territory. 
C) convince a customer from a competitor to switch to the firm's product or brand. 
D) preserve ongoing relationships with existing customers and maintain sales. 
E) create a sense of goodwill not only to the brand but also to the entire product mix of the firm. 
A) "preach" the benefits of a new product or service to a customer rather than close the sale. 
B) build market share in a sales territory. 
C) convince a customer from a competitor to switch to the firm's product or brand. 
D) preserve ongoing relationships with existing customers and maintain sales. 
E) create a sense of goodwill not only to the brand but also to the entire product mix of the firm.

Question 10

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Accepted Answer

A) salesforce recruitment and selection 
B) developing account management policies 
C) assignment of territories and/or accounts 
D) setting sales objectives 
E) salesforce evaluation 
A) salesforce recruitment and selection 
B) developing account management policies 
C) assignment of territories and/or accounts 
D) setting sales objectives 
E) salesforce evaluation

Question 11

Sales management refers to

Accepted Answer

A) the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm. 
B) the process of allocating funds for direct selling. 
C) only the recruiting,hiring,and training of a company's salesforce. 
D) the segmentation and selection of target markets to be addressed by a company's salesforce. 
E) the 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. 
A) the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm. 
B) the process of allocating funds for direct selling. 
C) only the recruiting,hiring,and training of a company's salesforce. 
D) the segmentation and selection of target markets to be addressed by a company's salesforce. 
E) the 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.

Question 12

The most frequently used type of compensation plan for salespeople is a __________.

Accepted Answer

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

Question 13

A need-satisfaction presentation refers to a presentation format that

Accepted Answer

A) uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson,the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs. 
A) uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently. 
B) consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect. 
C) assumes that given the appropriate stimulus by a salesperson,the prospect will buy. 
D) emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
E) builds ties to customers based on a salesperson's attention and commitment to customer needs.

Question 14

Salespeople for Godiva Chocolates use __________ to process orders,plan time allocations,forecast sales,and communicate with Godiva personnel and customers,thus providing better customer service.

Accepted Answer

A) laptop computers 
B) tablet devices 
C) order processing software 
D) presentation software 
E) smartphones 
A) laptop computers 
B) tablet devices 
C) order processing software 
D) presentation software 
E) smartphones

Question 15

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

Accepted Answer

A) accounts that the firm should consider (1)replacing personal calls with telephone sales or direct mail to service accounts and (2)dropping account if unprofitable 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts are somewhat attractive because the sales organization has a strong position,but future opportunity is limited 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization 
A) accounts that the firm should consider (1)replacing personal calls with telephone sales or direct mail to service accounts and (2)dropping account if unprofitable 
B) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C) accounts are somewhat attractive because the sales organization has a strong position,but future opportunity is limited 
D) accounts that should receive a high level of sales calls and service to retain and possibly build accounts 
E) accounts that should receive moderate level of sales and service to maintain current position of sales organization

Question 16

The most basic of the three sales management functions is

Accepted Answer

A) sales plan analysis. 
B) sales plan formulation. 
C) setting sales plan objectives. 
D) sales plan evaluation. 
E) sales plan implementation. 
A) sales plan analysis. 
B) sales plan formulation. 
C) setting sales plan objectives. 
D) sales plan evaluation. 
E) sales plan implementation.

Question 17

The preapproach stage of the personal selling process is especially important in __________.

Accepted Answer

A) international sales 
B) government sales 
C) high technology product sales 
D) high-ticket item sales 
E) the sale of services 
A) international sales 
B) government sales 
C) high technology product sales 
D) high-ticket item sales 
E) the sale of services

Question 18

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr

Question 19

All of the following are dimensions of emotional intelligence EXCEPT:

Accepted Answer

A) the ability to manage one's emotions and impulses. 
B) social skills. 
C) the cognitive and behavioral skills that result from repeated experience and reasoning. 
D) self-motivation skills. 
E) empathy. 
A) the ability to manage one's emotions and impulses. 
B) social skills. 
C) the cognitive and behavioral skills that result from repeated experience and reasoning. 
D) self-motivation skills. 
E) empathy.

Question 20

Formulating the sales plan involves three tasks: (1)__________; (2)organizing the salesforce;and (3)developing account management policies.

Accepted Answer

A) hiring sales reps 
B) developing the sales plan 
C) establishing the budget 
D) setting objectives 
E) identifying qualified leads 
A) hiring sales reps 
B) developing the sales plan 
C) establishing the budget 
D) setting objectives 
E) identifying qualified leads

Exam 20: Personal Selling and Sales Management

Which of the following statements regarding order getters is MOST ACCURATE?

All of the following are behaviorally-related sales objectives EXCEPT:

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a __________.

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

Explain the difference between order takers and order getters.

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

The 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

"Everyone lives by selling something" was an observation made by __________.

The primary responsibility of order takers is to

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Sales management refers to

The most frequently used type of compensation plan for salespeople is a __________.

A need-satisfaction presentation refers to a presentation format that

Salespeople for Godiva Chocolates use __________ to process orders,plan time allocations,forecast sales,and communicate with Godiva personnel and customers,thus providing better customer service.

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

The most basic of the three sales management functions is

The preapproach stage of the personal selling process is especially important in __________.

What are the keys to effective need-satisfaction presentations?

All of the following are dimensions of emotional intelligence EXCEPT:

Formulating the sales plan involves three tasks: (1)__________; (2)organizing the salesforce;and (3)developing account management policies.

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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