Question 1

Which of the following is most likely to stimulate customer loyalty?

Accepted Answer

A)  Coupons 
B)  Sweepstakes 
C)  Frequent-user incentives 
D)  Samples 
E)  Premiums

Question 2

A salesperson finds and analyzes information about each prospect's specific product needs, current use of and feeling about brands, and personal characteristics during

Accepted Answer

A)  prospecting. 
B)  the approach. 
C)  presentation preparation. 
D)  overcoming objections. 
E)  the preapproach.

Question 3

Increasingly, inside salespersons manage ___________________ and outside salespersons are more _______________.

Accepted Answer

A)  new-business sales; focused on current customers 
B)  relationships; focused on providing support 
C)  digital approaches to sales; relationship oriented 
D)  team selling; face-to-face oriented 
E)  end-use consumer sales; focused on selling to retailers

Question 4

Decisions regarding sales promotion do not affect advertising decisions.

Accepted Answer

A) True 
 B)False

Question 5

Leon is excited because he is earning extra compensation from Ford to push its newest model of Ford trucks. He plans to use some of this money toward a down payment on a house. This money is referred to as a _____________.

Accepted Answer

A)  buy-back allowance 
B)  merchandise allowance 
C)  sales contest 
D)  premium 
E)  dealer loader

Question 6

In order to show consumers how well its blenders work and to stimulate sales, Vitamix often sets up temporary booths in stores where they have someone using the blender in a variety of ways. This is an example of

Accepted Answer

A)  point-of-purchase material. 
B)  a demonstration. 
C)  a premium. 
D)  a free sample. 
E)  a merchandise allowance.

Question 7

The ____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.

Accepted Answer

A)  proposal 
B)  closing 
C)  overcoming objections 
D)  approach 
E)  trial

Question 8

A support salesperson who usually advises customers on product characteristics and application, system design, and installation procedures is a(n)

Accepted Answer

A)  trade salesperson. 
B)  new-business salesperson. 
C)  tech support worker. 
D)  missionary salesperson. 
E)  technical salesperson.

Question 9

A dealer loader is

Accepted Answer

A)  additional compensation to salespeople from the manufacturer to promote a line of goods. 
B)  an agreement in which a producer offers free merchandise to a retailer. 
C)  an advertisement that promotes a product and identifies retailers who sell the product. 
D)  a gift to a retailer who purchases a specified quantity of merchandise. 
E)  a temporary price reduction to resellers for purchasing a certain quantity of merchandise.

Question 10

Inside salespeople support personnel or take orders, follow up on deliveries, and provide technical information.

Accepted Answer

A) True 
 B)False

Question 11

Vicky is hiring sales representatives for her insurance company. As she tries to attract and retain top-quality salespeople, which of the following is least likely to affect the decisions of potential hires?

Accepted Answer

A)  Available on-site instruction 
B)  The mix of base salary with commissions and bonuses 
C)  The ability to work from home 
D)  Whether the insurance products meet customer needs 
E)  How expensive the insurance plans being sold are

Question 12

The greatest amount of responsibility for providing customer satisfaction falls on the shoulders of

Accepted Answer

A)  chief executive officers. 
B)  salespeople. 
C)  sales managers. 
D)  quality control experts. 
E)  marketing directors.

Question 13

Which of the following statements is not true about recruiting and training a sales force?

Accepted Answer

A)  The source of recruits used by a manager depends on the type of salesperson required. 
B)  The more expensive steps of the selection process should occur near the end. 
C)  The sales manager should analyze traits of the firm's successful and ineffective salespeople. 
D)  Marketers agree on a generally accepted set of traits for being an effective salesperson. 
E)  Companies who want to reduce sales force turnover are likely to have a strict recruiting process.

Question 14

Ron is a sales representative for Staples. He works in a business-to-business environment trying to sell office supply products to offices. He works to build long-term associations with his customers by regularly communicating with them. He spends a long time listening to their needs and provides support after the sale. Which type of selling is Ron engaged in?

Accepted Answer

A)  Order taking 
B)  Team selling 
C)  Technical selling 
D)  Missionary selling 
E)  Trade selling

Question 15

To increase sales of Chex cereals, Ralston Purina offered a free pound of bananas to customers who bought the large-size box. This form of sales promotion is called a

Accepted Answer

A)  premium. 
B)  coupon. 
C)  cents-off offer. 
D)  free sample. 
E)  money refund.

Question 16

A salesperson should try to close the sale

Accepted Answer

A)  at the end of the sales presentation. 
B)  during the preapproach. 
C)  about halfway through the sales presentation. 
D)  after overcoming the biggest objection. 
E)  several times during the sales presentation.

Question 17

While sales contests can motivate employees at all levels to participate, a disadvantage of this method of sales promotion is that

Accepted Answer

A)  they are often too complicated. 
B)  they are not taken seriously by the employees. 
C)  people often discontinue their positive behavior after the contest is over. 
D)  many point-of-purchase display materials are needed to implement a contest. 
E)  people often feel they are not being recognized enough.

Question 18

During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, "Would you prefer black or stainless steel?" This is an example of a

Accepted Answer

A)  referral. 
B)  recommendation. 
C)  follow up. 
D)  trial close. 
E)  closing argument.

Question 19

The focus of personal selling is shifting from selling a specific product to building long-term relationships with customers by finding solutions to their needs, problems, and challenges.

Accepted Answer

A) True 
 B)False

Question 20

A salesperson's performance is often compared with the performance of other salespeople operating under similar conditions.

Accepted Answer

A) True 
 B)False

Exam 18: Personal Selling and Sales Promotion

Which of the following is most likely to stimulate customer loyalty?

A salesperson finds and analyzes information about each prospect's specific product needs, current use of and feeling about brands, and personal characteristics during

Increasingly, inside salespersons manage _____ and outside salespersons are more _.

Decisions regarding sales promotion do not affect advertising decisions.

Leon is excited because he is earning extra compensation from Ford to push its newest model of Ford trucks. He plans to use some of this money toward a down payment on a house. This money is referred to as a _____________.

In order to show consumers how well its blenders work and to stimulate sales, Vitamix often sets up temporary booths in stores where they have someone using the blender in a variety of ways. This is an example of

The ____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.

A support salesperson who usually advises customers on product characteristics and application, system design, and installation procedures is a(n)

A dealer loader is

Inside salespeople support personnel or take orders, follow up on deliveries, and provide technical information.

Vicky is hiring sales representatives for her insurance company. As she tries to attract and retain top-quality salespeople, which of the following is least likely to affect the decisions of potential hires?

The greatest amount of responsibility for providing customer satisfaction falls on the shoulders of

Which of the following statements is not true about recruiting and training a sales force?

To increase sales of Chex cereals, Ralston Purina offered a free pound of bananas to customers who bought the large-size box. This form of sales promotion is called a

A salesperson should try to close the sale

While sales contests can motivate employees at all levels to participate, a disadvantage of this method of sales promotion is that

During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, "Would you prefer black or stainless steel?" This is an example of a

The focus of personal selling is shifting from selling a specific product to building long-term relationships with customers by finding solutions to their needs, problems, and challenges.

A salesperson's performance is often compared with the performance of other salespeople operating under similar conditions.