Question 1

is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,ABB had one salesforce that sold only generators,one that sold only boilers,another that sold only transformers,and so forth.Each salesperson 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

Question 2

Personal selling begins with the __________ stage.

Accepted Answer

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

Question 3

waitress at a Chili's restaurant uses a __________ when she asks a family if they have any room left for dessert.

Accepted Answer

A)  formula-selling 
B)  need-satisfaction selling 
C)  consultative selling 
D)  transactional sales presentation 
E)  stimulus-response presentation

Question 4

a __________ compensation plan,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Accepted Answer

A)  sales response 
B)  combination 
C)  straight sales 
D)  straight commission 
E)  market share

Question 5

Explain the selling model that Xerox uses.

Accepted Answer

The answer of Explain the selling model that Xerox uses....

Question 6

reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Accepted Answer

A)  25% 
B)  30% 
C)  40% 
D)  50% 
E)  75%

Question 7

ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

Accepted Answer

A)  empathetic intelligence 
B)  emotional empathy 
C)  emotional intelligence 
D)  subliminal intelligence 
E)  cognitive empathy

Question 8

which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Accepted Answer

A)  approach 
B)  presentation 
C)  closing 
D)  follow-up 
E)  sale

Question 9

Personal selling requires the __________ flow of communication between a buyer and a seller,often in a face-to-face encounter,designed to influence a person's or a group's purchase decision.

Accepted Answer

A)  direct 
B)  indirect 
C)  unsolicited 
D)  two-way 
E)  recursive

Question 10

using an account management policy grid,an account would receive a high level of sales calls if the account opportunity level assessment is

Accepted Answer

A)  high, and the sales organization has a weak competitive position. 
B)  low, and the sales organization has a strong competitive position. 
C)  high, and there is 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 11

Figure 20-5
-Figure 20-5 above,"A" represents a(n)__________ when comparing independent agents and a company salesforce.

Accepted Answer

A)  indifference point 
B)  break-even point 
C)  inflection point 
D)  trade-off point 
E)  profit point

Question 12

Figure 20-3
-Figure 20-3 above shows there are six stages in the personal selling process ("A" through "F")along with the objective(s)of each stage.If the salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

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

Question 13

use of computer,information,communication,and Internet technologies to make the sales function more effective and efficient is referred to as____________.

Accepted Answer

A)  automated selling 
B)  direct selling 
C)  salesforce automation 
D)  salesforce computerization 
E)  salesforce networking

Question 14

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

Accepted Answer

A)  30 hours 
B)  50 hours 
C)  55 hours 
D)  60 hours 
E)  65 hours

Question 15

Alice Faulkner is a professional salesperson.She earns her living by selling advertising for The New York Times newspaper.In addition to selling advertising to her regular accounts,Alice is responsible for generating new advertising accounts for the newspaper.In order to fulfill her responsibilities,Faulkner works hard to make sure the potential customers she sells to are qualified prospects.How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

Accepted Answer

A)  Qualified prospects have an interest in buying display advertising in the paper. 
B)  Qualified prospects have the money to buy display advertising in the paper. 
C)  Qualified prospects have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision. 
D)  Qualified prospects have the authority to influence decision makers. 
E)  Qualified prospects read the newspaper daily and recognize that it is a good advertising medium.

Question 16

sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage,the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale).

Accepted Answer

A)  a soft close 
B)  an interrogative close 
C)  an urgency close 
D)  an action close 
E)  a conditional close

Question 17

Figure 20-7
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."D" represents what account management policy?

Accepted Answer

A)  Accounts should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
B)  Consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping the account if it is unprofitable. 
C)  Accounts offer little opportunity and the sales organization position is weak. 
D)  Accounts should receive a high level of sales calls and service to retain and possibly build accounts. 
E)  Accounts should receive moderate level of sales and service to maintain current position of sales organization.

Question 18

Figure 20-7
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."C" represents what account management policy?

Accepted Answer

A)  Consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping the account if it is unprofitable. 
B)  Accounts should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible. 
C)  Accounts are somewhat attractive because the sales organization has a strong position, but future opportunity is limited. 
D)  Accounts should receive a high level of sales calls and service to retain and possibly build accounts. 
E)  Accounts should receive moderate level of sales and service to maintain current position of sales organization.

Question 19

tasks involved in managing personal selling include the following: setting objectives; organizing the salesforce; recruiting,selecting,training,and compensating salespeople; and __________.

Accepted Answer

A)  identifying potential target markets 
B)  evaluating the performance of individual salespeople 
C)  using salesforce input to make product modifications 
D)  maintaining open communications between sales representatives and all other stakeholders 
E)  designing new promotional campaigns for the purpose of generating new sales

Question 20

Identifying the buying role of the prospect would be typically done at the __________ stage of the personal selling process.

Accepted Answer

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

Exam 20: Personal Selling and Sales Management