Question 1

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

Question 2

All of the following are behavioral measures that are used to evaluate salespeople EXCEPT:

Accepted Answer

A) attitude 
B) product knowledge 
C) sales 
D) communication skills 
E) appearance 
A) attitude 
B) product knowledge 
C) sales 
D) communication skills 
E) appearance

Question 3

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

Accepted Answer

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

Question 4

The use of teams of sales,service,and technical personnel who work with purchasing,manufacturing,engineering,logistics,and financial executives in customer organizations is referred to as __________.

Accepted Answer

A) sales analysis 
B) formula selling 
C) adaptive selling 
D) consultative selling 
E) key account management 
A) sales analysis 
B) formula selling 
C) adaptive selling 
D) consultative selling 
E) key account management

Question 5

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

Accepted Answer

A) a clear job description 
B) constructive criticism 
C) an opportunity for professional growth 
D) a moderate degree of competitive spirit within a team 
E) adequate time for bookkeeping and paperwork 
A) a clear job description 
B) constructive criticism 
C) an opportunity for professional growth 
D) a moderate degree of competitive spirit within a team 
E) adequate time for bookkeeping and paperwork

Question 6

Which of the following statements describes a major drawback associated with a canned sales presentation?

Accepted Answer

A) A canned sales presentation provides too little information to prospects. 
B) A canned sales presentation is difficult for inexperienced salespeople to use. 
C) A canned sales presentation allows little room for feedback from prospective customers. 
D) A canned sales presentation is too expensive and time consuming. 
E) A canned sales presentation lacks consistency. 
A) A canned sales presentation provides too little information to prospects. 
B) A canned sales presentation is difficult for inexperienced salespeople to use. 
C) A canned sales presentation allows little room for feedback from prospective customers. 
D) A canned sales presentation is too expensive and time consuming. 
E) A canned sales presentation lacks consistency.

Question 7

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $350 for a single field sales call.

Accepted Answer

A) $10 to $15 
B) $15 to $20 
C) $20 to $25 
D) $30 to $40 
E) $40 to $50 
A) $10 to $15 
B) $15 to $20 
C) $20 to $25 
D) $30 to $40 
E) $40 to $50

Question 8

A sales engineer is a

Accepted Answer

A) 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. 
B) salesperson who processes routine orders or reorders for products that are presold by the company. 
C) salesperson who identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on a customer's use of a product or service. 
D) person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A) 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. 
B) salesperson who processes routine orders or reorders for products that are presold by the company. 
C) salesperson who identifies prospective customers,provides customers with information,persuades customers to buy,closes sales,and follows up on a customer's use of a product or service. 
D) person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
E) member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 9

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 require considerable product knowledge. 
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 handle orders obtained on inbound telemarketing. 
C) Order getters require considerable product knowledge. 
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 10

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Accepted Answer

A) Internet 
B) facsimile 
C) voice-mail 
D) smartphone 
E) web camera 
A) Internet 
B) facsimile 
C) voice-mail 
D) smartphone 
E) web camera

Question 11

Which type of salesforce training is the most popular type of training?

Accepted Answer

A) individual instruction 
B) on-the-job training 
C) formal classes 
D) seminars taught by sales trainers 
E) computer-based training 
A) individual instruction 
B) on-the-job training 
C) formal classes 
D) seminars taught by sales trainers 
E) computer-based training

Question 12

Which form of personal selling has the LOWEST requirement for problem solving?

Accepted Answer

A) order taker 
B) order getter 
C) sales engineer 
D) missionary salesperson 
E) team selling 
A) order taker 
B) order getter 
C) sales engineer 
D) missionary salesperson 
E) team selling

Question 13

MooreChem created a marketing dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue,gross margin,selling expense,profit,average order size,new customers,and customer satisfaction.Each metric was gauged to show actual salesperson performance

Accepted Answer

A) in terms of company rank. 
B) relative to the rest of the sales team. 
C) relative to target goals. 
D) plus expectations for the next two years. 
E) based upon previous years of experiences. 
A) in terms of company rank. 
B) relative to the rest of the sales team. 
C) relative to target goals. 
D) plus expectations for the next two years. 
E) based upon previous years of experiences.

Question 14

In the __________ stage of the personal selling process,the cultural setting is very important for international sales.

Accepted Answer

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

Question 15

Applied to recruiting and selecting salespeople,a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

Accepted Answer

A) job description 
B) sales plan 
C) job analysis 
D) sales performance audit 
E) personal performance plan 
A) job description 
B) sales plan 
C) job analysis 
D) sales performance audit 
E) personal performance plan

Question 16

A representative from AT&T called Dr.Michaels after he switched to its new U-verse telephone 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 17

In the context of the personal selling process,excuses for not making a purchase commitment or decision are referred to as __________.

Accepted Answer

A) rationalizations 
B) equivocations 
C) refusals 
D) objections 
E) qualifications 
A) rationalizations 
B) equivocations 
C) refusals 
D) objections 
E) qualifications

Question 18

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 19

Information from a __________ is used to write a job description.

Accepted Answer

A) job analysis 
B) salesforce compensation plan 
C) sales plan 
D) sales performance audit 
E) personal performance plan 
A) job analysis 
B) salesforce compensation plan 
C) sales plan 
D) sales performance audit 
E) personal performance plan

Question 20

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as __________.

Accepted Answer

A) relationship marketing 
B) team selling 
C) personal selling 
D) sales engineering 
E) sales management 
A) relationship marketing 
B) team selling 
C) personal selling 
D) sales engineering 
E) sales management

Exam 20: Personal Selling and Sales Management

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

All of the following are behavioral measures that are used to evaluate salespeople EXCEPT:

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

The use of teams of sales,service,and technical personnel who work with purchasing,manufacturing,engineering,logistics,and financial executives in customer organizations is referred to as __________.

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

Which of the following statements describes a major drawback associated with a canned sales presentation?

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $350 for a single field sales call.

A sales engineer is a

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

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Which type of salesforce training is the most popular type of training?

Which form of personal selling has the LOWEST requirement for problem solving?

MooreChem created a marketing dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue,gross margin,selling expense,profit,average order size,new customers,and customer satisfaction.Each metric was gauged to show actual salesperson performance

In the __________ stage of the personal selling process,the cultural setting is very important for international sales.

Applied to recruiting and selecting salespeople,a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

A representative from AT&T called Dr.Michaels after he switched to its new U-verse telephone 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.

In the context of the personal selling process,excuses for not making a purchase commitment or decision are referred to as __________.

Information from a __________ is used to write a job description.

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as __________.

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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