Question 1

Three major presentation formats exist: (1)stimulus-response format; (2)__________;and (3)need-satisfaction format.

Accepted Answer

A) cold calling format 
B) formula selling format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format 
A) cold calling format 
B) formula selling format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format

Question 2

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Accepted Answer

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

Question 3

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by

Accepted Answer

A) having a cross-functional team teleconference before each customer encounter. 
B) preparing state of the art presentations about the newest Xerox printer technologies. 
C) familiarizing themselves with the potential client and its document needs. 
D) secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware. 
E) role-playing different possible scenarios that might occur during the actual sales presentation. 
A) having a cross-functional team teleconference before each customer encounter. 
B) preparing state of the art presentations about the newest Xerox printer technologies. 
C) familiarizing themselves with the potential client and its document needs. 
D) secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware. 
E) role-playing different possible scenarios that might occur during the actual sales presentation.

Question 4

The two basic forms of team selling are

Accepted Answer

A) augmented selling and integrated selling. 
B) enterprise selling and strategic alliance selling. 
C) cross-functional teams and cross-tier teams. 
D) conference selling and seminar selling. 
E) network selling and matrix selling. 
A) augmented selling and integrated selling. 
B) enterprise selling and strategic alliance selling. 
C) cross-functional teams and cross-tier teams. 
D) conference selling and seminar selling. 
E) network selling and matrix selling.

Question 5

Broadly speaking,there are three types of personal selling: _________,order getting,and customer sales support.

Accepted Answer

A) consumer getting 
B) order processing 
C) online telemarketing 
D) order taking 
E) suggestive selling 
A) consumer getting 
B) order processing 
C) online telemarketing 
D) order taking 
E) suggestive selling

Question 6

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as __________.

Accepted Answer

A) relationship selling 
B) adaptive selling 
C) consultative selling 
D) proactive selling 
E) cooperative selling 
A) relationship selling 
B) adaptive selling 
C) consultative selling 
D) proactive selling 
E) cooperative selling

Question 7

Figure 20-4 above depicts the sales management process that involves three interrelated functions."A" refers to __________.

Accepted Answer

A) sales plan implementation 
B) salesforce determination 
C) salesforce communication 
D) sales plan formulation 
E) salesforce evaluation 
A) sales plan implementation 
B) salesforce determination 
C) salesforce communication 
D) sales plan formulation 
E) salesforce evaluation

Question 8

The three types of personal selling are order taking,order getting,and __________.

Accepted Answer

A) customer sales support 
B) order fulfillment 
C) order management 
D) order processing 
E) order shipment 
A) customer sales support 
B) order fulfillment 
C) order management 
D) order processing 
E) order shipment

Question 9

A disadvantage of a straight commission compensation plan is that

Accepted Answer

A) it provides incentive to expand sales volume. 
B) it can discourage salespeople from providing customer service. 
C) it includes nonselling activities that take time away from selling. 
D) the overall compensation is usually lower than a straight salary compensation plan. 
E) it is difficult to administer. 
A) it provides incentive to expand sales volume. 
B) it can discourage salespeople from providing customer service. 
C) it includes nonselling activities that take time away from selling. 
D) the overall compensation is usually lower than a straight salary compensation plan. 
E) it is difficult to administer.

Question 10

There are three key reasons for putting the customer into customer solutions in selling: (1)considerable time and effort is necessary to fully understand a specific customer's requirements; (2)effective customer solutions are based on relationships among sellers and buyers;and (3)

Accepted Answer

A) it is ultimately the customer who converts a lead into a sale. 
B) only the customer knows how much they are will to pay for any given solution. 
C) consultative selling is central to providing novel solutions for customers,thereby creating value for them. 
D) only the salesperson knows when the solution has finally been found. 
E) customers are better able to articulate their problems and solutions than sellers. 
A) it is ultimately the customer who converts a lead into a sale. 
B) only the customer knows how much they are will to pay for any given solution. 
C) consultative selling is central to providing novel solutions for customers,thereby creating value for them. 
D) only the salesperson knows when the solution has finally been found. 
E) customers are better able to articulate their problems and solutions than sellers.

Question 11

Formulating the sales plan involves three tasks: (1)setting objectives; (2)organizing the salesforce;and (3)__________.

Accepted Answer

A) hiring sales reps 
B) developing the marketing plan 
C) establishing the budget 
D) developing account management policies 
E) identifying qualified leads 
A) hiring sales reps 
B) developing the marketing plan 
C) establishing the budget 
D) developing account management policies 
E) identifying qualified leads

Question 12

A third type of sales objective that is __________,which is typically specific for each salesperson and includes his or her product knowledge,customer service,and selling and communication skills.

Accepted Answer

A) output-related 
B) input-related 
C) profit-related 
D) expertise-related 
E) behaviorally-related 
A) output-related 
B) input-related 
C) profit-related 
D) expertise-related 
E) behaviorally-related

Question 13

The disadvantage of product sales organization is

Accepted Answer

A) it increases the number of salespersons in the salesforce since most product sales organizations are based around standard rebuys. 
B) there is a larger cost for sales since this method is chosen for products that inherently have little or no product variation. 
C) significantly maximizes travel time,expenses,and duplication of selling effort from one territory to another. 
D) increases the requirement for more sales managers since the salesforce is paid strictly on commission,which acts as a significant self-motivator. 
E) produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer. 
A) it increases the number of salespersons in the salesforce since most product sales organizations are based around standard rebuys. 
B) there is a larger cost for sales since this method is chosen for products that inherently have little or no product variation. 
C) significantly maximizes travel time,expenses,and duplication of selling effort from one territory to another. 
D) increases the requirement for more sales managers since the salesforce is paid strictly on commission,which acts as a significant self-motivator. 
E) produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer.

Question 14

Consider UMD20 above,which is the Salesperson Performance Tracking marketing dashboard for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Accepted Answer

A) the salesperson has not been working hard enough. 
B) the salesperson is selling too many high margin products. 
C) the salesperson's sales quota is too low. 
D) the salesperson is selling too many low margin products. 
E) the salesperson's sales quota is too high. 
A) the salesperson has not been working hard enough. 
B) the salesperson is selling too many high margin products. 
C) the salesperson's sales quota is too low. 
D) the salesperson is selling too many low margin products. 
E) the salesperson's sales quota is too high.

Question 15

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________.

Accepted Answer

A) sales plan 
B) salesforce framework 
C) sales protocol 
D) workload plan 
E) sales assessment 
A) sales plan 
B) salesforce framework 
C) sales protocol 
D) workload plan 
E) sales assessment

Question 16

When Tracy went to work as a new sales rep for Paradise Candles,she was told to use the following speech in her sales presentations: "Hello,Mr./Ms.(customer name).My name is (your name here).I'm calling on behalf of Paradise Candles.We carry the best wax-burning mechanical candles available in the commercial decorating industry…." Paradise Candles instructed Tracy to use

Accepted Answer

A) a formula selling presentation. 
B) a stimulus-response presentation. 
C) a needs-satisfaction presentation. 
D) suggestive selling. 
E) consultative selling. 
A) a formula selling presentation. 
B) a stimulus-response presentation. 
C) a needs-satisfaction presentation. 
D) suggestive selling. 
E) consultative selling.

Question 17

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

Question 18

Consider the Personal Selling Process Photo B shown above.Selling that involves adjusting the presentation to fit the selling situation is known as __________.

Accepted Answer

A) team selling 
B) personal selling 
C) adaptive selling 
D) need-satisfying selling 
E) one-on-one selling 
A) team selling 
B) personal selling 
C) adaptive selling 
D) need-satisfying selling 
E) one-on-one selling

Question 19

If an individual wants the product,can afford to buy it,and is the decision maker,this person is referred to as a(n)__________.

Accepted Answer

A) activated lead 
B) proactive buyer 
C) lead 
D) hot prospect 
E) qualified prospect 
A) activated lead 
B) proactive buyer 
C) lead 
D) hot prospect 
E) qualified prospect

Question 20

A break-even chart for comparing independent agents and a company salesforce includes a(n)__________ and __________.

Accepted Answer

A) selling costs;sales revenues in dollars 
B) sales profits;percentage of market share 
C) salary compensation;commission compensation 
D) calls made;sales made 
E) number of independent agents;number of company salesforce personnel 
A) selling costs;sales revenues in dollars 
B) sales profits;percentage of market share 
C) salary compensation;commission compensation 
D) calls made;sales made 
E) number of independent agents;number of company salesforce personnel

Exam 20: Personal Selling and Sales Management

Three major presentation formats exist: (1)stimulus-response format; (2)__________;and (3)need-satisfaction format.

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by

The two basic forms of team selling are

Broadly speaking,there are three types of personal selling: _________,order getting,and customer sales support.

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as __________.

Figure 20-4 above depicts the sales management process that involves three interrelated functions."A" refers to __________.

The three types of personal selling are order taking,order getting,and __________.

A disadvantage of a straight commission compensation plan is that

There are three key reasons for putting the customer into customer solutions in selling: (1)considerable time and effort is necessary to fully understand a specific customer's requirements; (2)effective customer solutions are based on relationships among sellers and buyers;and (3)

Formulating the sales plan involves three tasks: (1)setting objectives; (2)organizing the salesforce;and (3)__________.

A third type of sales objective that is __________,which is typically specific for each salesperson and includes his or her product knowledge,customer service,and selling and communication skills.

The disadvantage of product sales organization is

Consider UMD20 above,which is the Salesperson Performance Tracking marketing dashboard for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________.

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.

Consider the Personal Selling Process Photo B shown above.Selling that involves adjusting the presentation to fit the selling situation is known as __________.

If an individual wants the product,can afford to buy it,and is the decision maker,this person is referred to as a(n)__________.

A break-even chart for comparing independent agents and a company salesforce includes a(n)__________ and __________.

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

Filters

A break-even chart for comparing independent agents and a company salesforce includes a(n) and .