Question 1

As a salesperson asks questions about a prospect's office operations,the prospect asks,"What I really want is quality bond paper at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows that her company's paper is the lowest priced on the market.The salesperson has engaged in:

Accepted Answer

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

Question 2

Which of the following statements should the salesperson use to postpone a prospect's objection?

Accepted Answer

A) "I think I might be able to explain that better to you after showing you this diagram." 
B) "Yes, you're right, it is lighter, but that is done intentionally to make your work easier." 
C) "That's true.It does have a shorter shelf life, but that hasn't really been a problem.It is so popular it never gets to stay on the shelf that long anyway." 
D) "Where did you hear that? Your source must have erroneous information."

Question 3

All of the following quantitative assessments of sales performance may be based on output-related measures,except:

Accepted Answer

A) sales expenses. 
B) accounts generated. 
C) profit achieved. 
D) orders produced compared with calls made.

Question 4

Each of the following is a technique for handling objections EXCEPT:

Accepted Answer

A) ignore 
B) avoid 
C) accept 
D) agree and neutralize

Question 5

Outside order-getting salespeople tend to spend most of their time each week performing which activity?

Accepted Answer

A) servicing accounts 
B) travelling 
C) administrative tasks 
D) selling by phone

Question 6

Which stage in the personal selling process will a salesperson begin converting a prospect into a customer by creating a desire for the product he or she is selling?

Accepted Answer

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

Question 7

Rona is a major client for DeWalt Power Tools.DeWalt usually has 'at least five people' supporting the Rona account.Dewalt is using which approach?

Accepted Answer

A) Cooperative selling 
B) Missionary sales 
C) Sales engineering 
D) Team selling

Question 8

When using an account management policy grid,an account would typically be assigned a light personal selling call frequency if it has a:

Accepted Answer

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

Question 9

Two types of order takers exist; __________ visit customers and replenish inventory stocks of resellers,and __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A) inside order takers; outside order takers 
B) missionary salespeople; inside order takers 
C) outside order takers; inside order takers 
D) salesclerks; telemarketers

Question 10

Figure: 18-3 
-As shown in Figure 18-3,stage "C" in the personal selling process is the __________ stage.

Accepted Answer

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

Question 11

Which of the following statements does NOT describe a role personal selling plays in an organization's marketing effort?

Accepted Answer

A) Salespeople monitor investments in R&D and production facilities. 
B) Salespeople match company interests with customer needs to satisfy both parties. 
C) Salespeople play a dominant role in implementing an organization's push marketing strategy. 
D) Salespeople are the critical link between organizations and their customers.

Question 12

"Add 100 new customers per month" is an example of setting a _______ objective.

Accepted Answer

A) dollar or unit sales volume 
B) product knowledge 
C) number of sales calls 
D) sales expenses

Question 13

At a prospecting meeting,Mike,the salesperson,listens to Amy discuss what she is looking for in a new car.Mike is likely using which approach before describing the features of a new car?

Accepted Answer

A) formula selling presentation 
B) stimulus-response presentation 
C) need-satisfaction presentation 
D) modified rebuy presentation

Question 14

Figure: 18-3 
-As shown in Figure 18-3,a salesperson is likely to shave,get a haircut,and brush their teeth at which stage?

Accepted Answer

A) A 
B) B 
C) C 
D) D

Question 15

During the prospecting stage of the personal selling process,salespeople will deal with:

Accepted Answer

A) leads, prospects, and customers. 
B) leads, prospects, and clients. 
C) leads, prospects, and qualified prospects. 
D) leads, qualified prospects, and competitors' salespeople.

Question 16

Which of the following does NOT describe a situation in which personal selling occurs?

Accepted Answer

A) a clerk at the jewelry counter 
B) a telemarketer selling magazine subscriptions 
C) a stockbroker using a video teleconference to tell customers about a new retirement plan 
D) a mail-order catalogue featuring homemade candy

Question 17

DuPont assigned chemists,sales and marketing executives,and regulatory specialists to create an herbicide for corn growers that recorded sales of $57 million in its first year.This type of sales approach is called:

Accepted Answer

A) adaptive selling. 
B) missionary selling. 
C) personal selling. 
D) team selling.

Question 18

Sony Blu-Ray players come with a 1-800 number for customers to call and receive help setting up their new machine.This is an example of:

Accepted Answer

A) Inbound telemarketing 
B) Outbound telemarketing 
C) Outbound videoconferencing 
D) Interactive marketing

Question 19

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

Question 20

Inside order takers are also called:

Accepted Answer

A) managers. 
B) directors. 
C) missionaries. 
D) salesclerks.

Exam 18: Personal Selling and Sales Management