Question 1

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 in the future. 
D) low and the sales organization has a low competitive position. 
E) high and the sales organization has strong competitive position.

Question 2

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

Accepted Answer

A) multi-reseller 
B) customer 
C) geographical 
D) market segmentation 
E) multilevel marketing

Question 3

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.

Question 4

With a ________,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Accepted Answer

A) sales response compensation plan 
B) combination compensation plan 
C) sales plus compensation plan 
D) modified commission compensation plan 
E) market share compensation plan

Question 5

Applied to recruiting and selecting salespeople,a ________ includes to whom a salesperson reports,how he or she interacts with other company personnel,and the customers to be called on.

Accepted Answer

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

Question 6

Explain the role of missionary salespeople and sales engineers in the selling process.

Accepted Answer

The answer of Explain the role of missionary salespeople and...

Question 7

A waitress at a TGI Friday's restaurant uses ________ when she asks a party if they would like another round of drinks.

Accepted Answer

A) inquiry selling 
B) formula selling 
C) suggestive selling 
D) method selling 
E) a canned sales presentation

Question 8

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.

Question 9

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.

Question 10

The tasks involved in managing personal selling include all of the following except which?

Accepted Answer

A) selecting salespeople 
B) evaluating the performance of individual salespeople 
C) setting sales objectives 
D) organizing the salesforce 
E) designing new direct sales promotions to generate new sales

Question 11

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.

Question 12

A formula-based method for determining the size of a salesforce that integrates the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size is referred to as the

Accepted Answer

A) workload method. 
B) workhorse method. 
C) salesforce staffing formula. 
D) salesforce territory distribution matrix. 
E) salesforce allocation method.

Question 13

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves,what form of buying decision does the store manager engage in?

Accepted Answer

A) new buy 
B) modified rebuy 
C) straight rebuy 
D) team rebuy 
E) need rebuy

Question 14

Research indicates that 25 percent of U.S.salespeople engaged in business-to-business selling consider it ________ to explicitly ask customers about competitors' strategies such as pricing practices,product development efforts,and trade and promotion programs.

Accepted Answer

A) essential 
B) ineffective 
C) unethical 
D) counterproductive 
E) impolite

Question 15

Policies that specify who salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out are referred to as

Accepted Answer

A) sales response management policies. 
B) key account management policies. 
C) account management policies. 
D) customer management policies. 
E) salesforce management policies.

Question 16

________ consists of processes and technologies that supply customers with information about postsale activities,including installation,repair,replacement,and replenishment,and technical expertise pertaining to products.

Accepted Answer

A) Time management software 
B) Customer service and support automation 
C) Sales force automation 
D) Warranty software 
E) Marketing automation

Question 17

Canam Canada specializes in the fabrication of steel joists,joist girders,and steel deck for use in commercial construction.Canam Canada offers value-added engineering support,architectural flexibility,and customized solutions and services.Canam Canada uses team selling that focus on important customers to build mutually beneficially,long-term,relationships.Teams include sales,service,and technical personnel to work exclusively with assigned customers.Canam's salesforce practices are an example of

Accepted Answer

A) unique account management. 
B) key account management. 
C) specialty account management. 
D) one-of-a-kind account management. 
E) consultative account management.

Question 18

A selling format that consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect is referred to as a

Accepted Answer

A) traditional hard sell. 
B) formula selling presentation. 
C) stimulus-response presentation. 
D) needs-satisfaction presentation. 
E) straight rebuy sales pitch.

Question 19

Personal selling begins with the ________ stage.

Accepted Answer

A) lead 
B) presentation 
C) preapproach 
D) prospecting 
E) introduction

Question 20

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Accepted Answer

A) adaptive selling. 
B) suggestive selling. 
C) formula selling. 
D) consultative selling. 
E) relationship selling.

Exam 20: Personal Selling and Sales Management