Question 1

A trial 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 2

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

Accepted Answer

A) 48 hours 
B) 50 hours 
C) 55 hours 
D) 60 hours 
E) 65 hours 
A) 48 hours 
B) 50 hours 
C) 55 hours 
D) 60 hours 
E) 65 hours

Question 3

When using an account management policy grid,an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Accepted Answer

A) high,and the sales organization has a strong competitive position. 
B) low,and the sales organization has a strong competitive position. 
C) high,and there is a likelihood that a strong competitive position can be achieved. 
D) low,and the sales organization has a low competitive position. 
E) high,and the sales organization has strong competitive position. 
A) high,and the sales organization has a strong competitive position. 
B) low,and the sales organization has a strong competitive position. 
C) high,and there is a likelihood that a strong competitive position can be achieved. 
D) low,and the sales organization has a low competitive position. 
E) high,and the sales organization has strong competitive position.

Question 4

If the salesperson's objective is to "ensure that the customer is satisfied with the product or service," what is the name of this stage in the personnel selling process?

Accepted Answer

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

Question 5

Xerox uses __________ to compensate its salesforce.

Accepted Answer

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

Question 6

About 60 percent of U.S.companies now include __________ as a behavioral measure of salesperson performance.

Accepted Answer

A) the ability to read body language 
B) customer satisfaction 
C) suggestive selling skills 
D) emotional intelligence 
E) cold canvassing skills 
A) the ability to read body language 
B) customer satisfaction 
C) suggestive selling skills 
D) emotional intelligence 
E) cold canvassing skills

Question 7

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

Accepted Answer

A) conference selling 
B) team selling 
C) seminar selling 
D) outbound telemarketing 
E) formula selling 
A) conference selling 
B) team selling 
C) seminar selling 
D) outbound telemarketing 
E) formula selling

Question 8

All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

Accepted Answer

A) new accounts generated. 
B) dollar or unit sales volume. 
C) sales of specific products. 
D) selling expense related to sales made. 
E) current sales ratio. 
A) new accounts generated. 
B) dollar or unit sales volume. 
C) sales of specific products. 
D) selling expense related to sales made. 
E) current sales ratio.

Question 9

The PRIMARY way in which relationship selling creates customer value is by

Accepted Answer

A) assigning a single sales representative to a single customer. 
B) maintaining a long-term relationship of trust and respect. 
C) guaranteeing fair and equitable prices for each client regardless of the size of the purchase. 
D) providing cumulative discounts based on customer loyalty and the length of the customer relationship. 
E) guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase. 
A) assigning a single sales representative to a single customer. 
B) maintaining a long-term relationship of trust and respect. 
C) guaranteeing fair and equitable prices for each client regardless of the size of the purchase. 
D) providing cumulative discounts based on customer loyalty and the length of the customer relationship. 
E) guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase.

Question 10

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,ABB had a salesforce that sold only generators,one that only sold boilers,another that only sold transformers,and so forth.Each of its salespeople was an expert on the items he or she sold.Its salesforce was organized by __________.

Accepted Answer

A) workload 
B) customer 
C) geography 
D) product 
E) size 
A) workload 
B) customer 
C) geography 
D) product 
E) size

Question 11

In 2001,Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Accepted Answer

A) multi-tiered sales system 
B) salesforce automation system 
C) product-oriented sales organization 
D) geographic-oriented sales organization 
E) consultative selling model 
A) multi-tiered sales system 
B) salesforce automation system 
C) product-oriented sales organization 
D) geographic-oriented sales organization 
E) consultative selling model

Question 12

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Accepted Answer

A) qualified prospect 
B) customer 
C) lead 
D) prospect 
E) gatekeeper 
A) qualified prospect 
B) customer 
C) lead 
D) prospect 
E) gatekeeper

Question 13

Norma Adler works for Tyco Healthcare.Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.Although Adler is part of her company's salesforce,she does not directly solicit orders.Adler is what type of salesperson?

Accepted Answer

A) an inside order taker 
B) an outside order getter 
C) a missionary salesperson 
D) a sales engineer 
E) a sales team coordinator 
A) an inside order taker 
B) an outside order getter 
C) a missionary salesperson 
D) a sales engineer 
E) a sales team coordinator

Question 14

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Accepted Answer

A) need-satisfaction presentation 
B) stimulus-response presentation 
C) cold canvassing 
D) canned sales presentation 
E) directed selling presentation 
A) need-satisfaction presentation 
B) stimulus-response presentation 
C) cold canvassing 
D) canned sales presentation 
E) directed selling presentation

Question 15

When different types of buyers have different needs,a __________ sales organization structure 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

Question 16

An effective sales plan objective should be

Accepted Answer

A) general,measurable,and flexible. 
B) profitable,subjective,and measurable. 
C) precise,profitable,and flexible. 
D) precise,measurable,and time specific. 
E) general,flexible,and profitable. 
A) general,measurable,and flexible. 
B) profitable,subjective,and measurable. 
C) precise,profitable,and flexible. 
D) precise,measurable,and time specific. 
E) general,flexible,and profitable.

Question 17

Which of the following statements regarding the role of salespeople is MOST ACCURATE?

Accepted Answer

A) Salespeople can identify creative solutions to customer problems. 
B) Salespeople have little say in a company's account management policies. 
C) Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D) Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases. 
A) Salespeople can identify creative solutions to customer problems. 
B) Salespeople have little say in a company's account management policies. 
C) Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D) Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Question 18

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

Accepted Answer

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

Question 19

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."D" represents which account management policy?

Accepted Answer

A) accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
B) 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 
C) accounts offer little opportunity and the sales organization position is weak 
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 should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
B) 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 
C) accounts offer little opportunity and the sales organization position is weak 
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 20

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in the

Accepted Answer

A) job analysis. 
B) job description. 
C) statement of job credentials. 
D) statement of job qualifications. 
E) statement of job experience. 
A) job analysis. 
B) job description. 
C) statement of job credentials. 
D) statement of job qualifications. 
E) statement of job experience.

Exam 20: Personal Selling and Sales Management

A trial close refers to

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

When using an account management policy grid,an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

If the salesperson's objective is to "ensure that the customer is satisfied with the product or service," what is the name of this stage in the personnel selling process?

Xerox uses __________ to compensate its salesforce.

About 60 percent of U.S.companies now include __________ as a behavioral measure of salesperson performance.

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

The PRIMARY way in which relationship selling creates customer value is by

In 2001,Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Norma Adler works for Tyco Healthcare.Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.Although Adler is part of her company's salesforce,she does not directly solicit orders.Adler is what type of salesperson?

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

When different types of buyers have different needs,a __________ sales organization structure used.

An effective sales plan objective should be

Which of the following statements regarding the role of salespeople is MOST ACCURATE?

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

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."D" represents which account management policy?

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in the

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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