BUSI 330 quiz 7 Liberty University complete answers

BUSI 330 quiz 7 Liberty University complete answers

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Question 1



Consider Figure 17‑A above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "A" represents which type of salesforce organization structure?

Question 2

A stimulus‑response presentation refers to a format that

Question 3

The tasks involved in managing personal selling include all of the following EXCEPT:

Question 4

There are three major tasks involved in the implementation stage of the sales management process: salesforce recruitment and selection; __________; and salesforce motivation and compensation.

Question 5

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor.

Question 6

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

Question 7



Consider Figure 17‑C above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "C" represents which type of salesforce organization structure?

Question 8

About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 9

Sales activities occurring before, during, and after the sale itself, and which consist of six stages, are referred to as

Question 10

Personal selling begins with the __________ stage.

Question 11

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Question 12

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the __________ where the top performers are awarded a five‑day trip to one of the top resorts in the world.

Question 13

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Question 14

At the end of her sales presentation, the salesperson asks, "Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________.

Question 15

If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose, which are

Question 16

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

Question 17

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.

Question 18

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 19

Broadly speaking, there are two types of personal selling: _________ and order getting.

Question 20

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Question 21

Which of the following statements describes a major drawback associated with a canned sales presentation?

Question 22



As shown in Figure 17‑2 above, "F" is the __________ stage in the personal selling process.

Question 23

Consultative selling refers to a presentation format that

Question 24

Procter & Gamble uses people from marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called __________.

Question 25



The Frito‑Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Question 26

The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Question 27

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Question 28

The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the regional manager." From this information, it would appear the company that issued the memo uses a ___________ sales organization for its salesforce.

Question 29

In the __________ stage of the personal selling process, the first impression is critical.

Question 30

Relationship selling refers to

 

Question 1 There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

Question 2 The most basic of the three sales management functions is

Question 3 Quantitative assessments of sales performance may be based on output­related measures, such as

Question 4 A sales plan refers to a

Question 5 Marilyn called the Butterball toll­free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of __________.

Question 6 An advantage of a geographical sales organization is that it

Question 7 Which salesforce structure is the simplest form of organization?

Question 8 A __________ is the simplest salesforce structure, where the United States, or indeed the globe, is first divided into regions and then each region is divided into districts or territories.

Question 9 As shown in Figure 17­2 above, "A" is the __________ stage in the personal selling process.

Question 10 About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 11 About 60 percent of U.S. companies now include customer satisfaction as a __________ measure of salesperson performance.

Question 12 The most frequently used type of compensation plan for salespeople is a __________.

Question 13 A selling format that assumes that given the appropriate prompts by a salesperson, the prospect will buy is referred to as a __________.

Question 14 Mark wanted to make some extra money, so he went door­to­door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

Question 15 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.

Question 16 All of the following are behavioral measures that are used to evaluate salespeople EXCEPT:

Question 17 Three major presentation formats exist: (1) stimulus­response format; (2) formula selling format; and (3) __________.

Question 18 When Jason called the toll­free number to order two children's books from the Chinaberry catalog, the firm was using __________.

Question 19 An effective sales plan objective should be

Question 20 Which of the following statements regarding the role of salespeople is most accurate?

Question 21 With a __________, a salesperson is paid a fixed fee per week, month, or year.

Question 22 White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non­selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

Question 23 All of the following tactics are used to generate leads EXCEPT:

Question 24 If the salesperson's objective is to "gather information and decide how to approach the prospect," what is the name of this stage of the personnel selling process?

Question 25 The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Question 26 A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 27 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

Question 28 Attributes such as imagination and problem­solving ability, strong work ethic, honesty, intimate product knowledge, effective communication and listening skills, and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow­up are found in the

Question 29 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 wax­burning mechanical candles available in the commercial decorating industry…." Paradise instructed Tracy to use

Question 30 The primary responsibility of order takers is to

 

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

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

Which of the following statements should a salesperson use to agree with and neutralize an objection

Account management policies refer to policies that

A job analysis refers to

A policy that specifies whom 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

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

The closing stage in the selling process involves obtaining a purchase commitment from the prospect. This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Telltale signals indicating a readiness to buy include

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service

Russ Berry Company is a company that makes gifts and collectibles. When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops. When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call. The company's sales rep uses __________ to find prospects

Broadly speaking, there are two types of personal selling: _________ and order getting

Major account management refers to

A straight commission compensation plan is one

An assumptive close refers to

There are six commonly used techniques to deal with objections: __________; agree and neutralize; accept the objection; denial; and ignore the objection.

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 __________.

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold

One 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

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

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?

 

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer. The Microsoft expert is engaged in

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and imposes fines for violations

The Xerox sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses

The most frequently used type of compensation plan for salespeople is a __________.

An order getter refers to

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

In the __________ stage of the personal selling process, the cultural setting is very important

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

 

Lindsey Smith sees her selling orientation and customer relationship philosophy as including _____.

a.   simplifying sales presentations for technical products

b.   increasing the importance of the advertising element of the company’s promotion mix

c.   developing a team of professionals in selling to and servicing key customers

d.   creating value in customer relationships by emphasizing the company’s product innovations, solutions, and service

e.   establishing brand recognition for Molecular Imaging Products as distinct from GE Healthcare

Which of the following does Lindsey Smith list as one of the ingredients necessary for a successful sales career?

a.     education

b.     good looks

c.     integrity

d.     technical proficiency

e.     networking

The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision is referred to as __________.

a.   sales management

b.   personal selling

c.   sales promotion

d.   direct selling

e.   marketing management         

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.

a.   direct

b.   indirect

c.   unsolicited

d.   two-way

e.   recursive

Planning the selling program and implementing and evaluating the personal selling effort of the firm are referred to as __________.

a.   relationship marketing

b.   team selling

c.   personal selling

d.   sales engineering

e.   sales management

Sales management refers to __________.

a.   the planning the selling program and implementing and evaluating the personal selling effort of the firm

b.   the process of allocating funds for promotion and advertising

c.   the recruiting, hiring, and training of a company’s salesforce

d.   the segmentation and selection of target markets to be addressed by a company’s salesforce

e.   the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision

The primary responsibility of order takers is to __________.

a.   “preach” the benefits of a new product or service to a customer, rather than close the sale

b.   build market share in his or her territory

c.   convince a customer from a competitor to switch to the firm’s product or brand

d.   preserve an ongoing relationship with existing customers and maintain sales

e.   create a sense of goodwill not only to the brand but also to the entire product mix of the firm

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

a.   Inside order takers; outside order takers

b.   Inside order takers; outside order clerks

c.   Outside order takers; inside order takers

d.   Salesclerks; inbound telemarketers

e.   Inside order clerks; outside order takers

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

a.   inside order takers

b.   outside order takers

c.   inbound telemarketers

d.   outbound telemarketers

e.   management order takers

Salespeople called outside order takers visit customers and __________ of resellers.

a.   solve most of the technical problems

b.   represent products with many purchase options

c.   help design the product displays

d.   train the personnel management

e.   replenish inventory stocks

John Whitaker works for American Greetings.  Included in his job description are the following responsibilities: (1) stock and arrange point-of-purchase displays of present customers—60 percent of his work week, and (2) receive orders from customers and complete the transactions—40 percent of his work week.  Whitaker is primarily engaged in which type of selling?

a.   outside order taking

b.   relationship selling

c.   inside order taking

d.   outside order getting

e.   missionary sales



The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available products at a supermarket.

a.   inside order taker

b.   interactive order taker

c.   outside order taker

d.   order clerk

e.   order getter

Inside order takers are also referred to as __________.

a.   managers

b.   directors

c.   missionaries

d.   salesclerks

e.   go-getters

Sales people called __________ typically answer simple questions, take orders, and complete transactions with customers.

a.   managers

b.   directors

c.   outside order takers

d.   inside order takers

e.   go-getters

When a Frito-Lay salesperson, such as the one shown in the photo above, 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 manager engage in?

a.   new buy

b.   modified rebuy

c.   straight rebuy

d.   team rebuy

e.   need rebuy

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

a.   an outside order taker

b.   an order getter

c.   a missionary salesperson

d.   a sales engineer

e.   an inside order taker

On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle selecting the products he needed.  He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pair of socks.  Interestingly, the only salesperson Krause encountered was the person at the checkout counter.  The checkout person at Target is an example of a(n) __________.

a.   inside order getter

b.   outside order getter

c.   temporary order getter

d.   inside order taker

e.   outside order taker

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

a.   inbound telemarketing

b.   outbound telemarketing

c.   outbound videoconferencing

d.   interactive marketing

e.   multichannel selling

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.  This telephone number is an example of __________.

a.   interactive marketing

b.   multichannel selling

c.   outbound telemarketing

d.   social networking

e.   inbound telemarketing

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website, the firm was using __________.

a.   interactive marketing

b.   multichannel selling

c.   inbound telemarketing

d.   outbound telemarketing

e.   social networking

When Jason called the toll-free number to order two children’s books from the Chinaberry catalog, the firm was using __________.

a.   social networking

b.   interactive marketing

c.   multichannel selling

d.   inbound telemarketing

e.   outbound telemarketing

Which form of personal selling has the lowest requirement for problem solving?

a.   order taker

b.   order getter

c.   sales engineer

d.   missionary salesperson

e.   partnership selling

An order getter refers to __________.

a.   a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers

c.   a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers’ use of a product or service

d.   a person on the selling team who is responsible for obtaining qualified leads

e.   a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

Which of the following statements regarding order getters is most accurate?

a.   Order getters need a high degree of creativity.

b.   Order getters often replenish a retailer’s inventories.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing.

c.   Order getters require considerable product knowledge.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters are most often used in new-buy or modified rebuy situations.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing

c.   Order getters typically process reorders for products already sold by the company.

d.   Order getter sales calls traditionally require the lowest financial investment from the firm.

e.   Order getter sales calls traditionally require a high per-sales-call cost.

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

a.   30 hours

b.   50 hours

c.   55 hours

d.   60 hours

e.   65 hours

What percentage of a sales representative’s time is spent selling?

a.   32 percent

b.   41 percent

c.   48 percent

d.   53 percent

e.   55 percent

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ is devoted to administrative tasks, meetings, service calls, travel, and training.

a.   5  percent

b.   10 percent

c.   16 percent

d.   21 percent

e.   28 percent

It is estimated that the average cost of a single field sales call on a business customer is about __________, factoring in salespeople compensation, benefits, and travel-and-entertainment expenses.

a.   $150

b.   $250

c.   $300

d.   $350

e.   $400

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

a.   missionary selling

b.   outbound telemarketing

c.   cold canvassing

d.   inbound telemarketing

e.   team selling

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

a.   $10 to $15

b.   $15 to $20

c.   $20 to $25

d.   $30 to $40

e.   $40 to $50

Missionary salespeople are __________.

a.   salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services

b.   salespeople who process routine orders for products that are presold by the company

c.   salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer’s use of the product or service

d.   people on the selling team who are responsible for obtaining qualified leads

e.   sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

a.   inside order takers

b.   missionary salespeople

c.   outside order getters

d.   sales engineers

e.   outbound telemarketers

Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

a.   missionary salespeople

b.   sales engineers

c.   outside order getters

d.   inside order getters

e.   outbound telemarketers

Norma Adler works for Tyco Healthcare.  Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.  Although Adler is part of her company’s salesforce, she does not directly solicit orders.  Adler is what type of salesperson?

a.   an inside order taker

b.   an outside order getter

c.   a missionary salesperson

d.   a sales engineer

e.   a sales team coordinator

A sales engineer is a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that are presold by the company

c.   salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer’s use of a product or service

d.   person on the selling team who is responsible for supervising his or her company’s R&D expenditures

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services, is referred to as a __________.

a.   specialized order taker

b.   designated order getter

c.   missionary salesperson

d.   sales engineer

e.   sales technician

The practice of using a group of professionals in selling to and servicing major customers refers to __________.

a.   cooperative selling

b.   missionary sales

c.   sales engineering

d.   team selling

e.   partnership selling

Team selling refers to the practice of __________.

a.   using an entire team of professionals in selling to and servicing major customers

b.   sending an entire team of a firm’s sales representatives into the field

c.   combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer

d.   sending a group of sales representatives to concentrate on performing promotional activities and introducing new products

e.   assigning a team of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers

Team selling would most likely be used by a company that sells __________.

a.   file cabinets

b.   washing machines

c.   dining room tables

d.   four-wheel drive sports utility vehicle (SUVs)

e.   sophisticated computer systems

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines.  TransWave sends an environmental expert, a safety engineer, a legal representative to explain new regulations enacted by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it meets with a prospect.  This is an example of how TransWave uses __________.

a.   partnership selling

b.   order getting

c.   functional selling

d.   sales engineering

e.   team selling

The two basic forms of team selling are __________.

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 method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

a.   conference selling

b.   team selling

c.   seminar selling

d.   outbound telemarketing

e.   formula selling

In conference selling, __________.

a.   buyers and sellers meet through a technology-based forum (telephone or video conference call such as WebEx, etc.) because person-to-person meetings are too expensive due to the cost of air travel

b.   the sale has already been finalized but the buyer and seller meet to discuss delivery details

c.   a salesperson and other company resource people meet with buyers to discuss problems and opportunities

d.   a company team conducts an educational program for a customer’s technical staff, describing state-of-the-art developments

e.   a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, and Salesforce.com

Seminar selling is a method of personal selling in which __________.

a.   the company provides a free audit of the buyers’ purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors

b.   a group of the organization’s R&D personnel conducts a product demonstration and training seminar for all major customers

c.   salespeople and other company resource people meet with buyers to discuss problems and opportunities

d.   a company sales team conducts an educational program for a customer’s technical staff to describe state-of-the-art developments

e.   a company selling services tries to overcome the problems associated with the intangibility of service

FloNetwork, Inc. is a company that has developed automation solutions for electronic marketing.  Its software is able to handle all aspects of permission marketing-based campaigns from list generation and e-mail deployment to real-time tracking and in-depth analysis.  To sell its system, the company conducts educational programs targeted to the technical staff in a prospective customer’s information technology (IT) department to discuss recent technological developments with the product.  In this situation, FloNetwork uses __________.

a.   partnership selling

b.   seminar selling

c.   conference selling

d.   sales engineers

e.   formula selling

Today, __________ of companies employ cross-functional teams of professionals to work with customers to improve relationships, find better ways of doing things, and, of course, create and sustain value for their customers.

a.   15%

b.   20%

c.   45%

d.   75%

e.   90%

Many firms such as Xerox use a cross-functional sales practice known as __________.

a.   collaborative selling

b.   team selling

c.   cooperative selling

d.   account selling

e.   formula selling

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 referred to as __________.

a.   partnership selling

b.   missionary selling

c.   team selling

d.   order taking

e.   formula selling

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products.  This type of sales approach is called __________.

a.   partnership selling

b.   missionary selling

c.   order taking

d.   team selling

e.   formula selling

FedEx uses sales personnel, carrier management specialists, and engineering and administrative executives who continually find ways to improve the technology of shipping goods across town and around the world.  This type of sales approach is called __________.

a.   team selling

b.   formula selling

c.   partnership selling

d.   missionary selling

e.   order taking

The tasks involved in managing personal selling include all of the following EXCEPT __________.

a.   selecting salespeople

b.   evaluating the performance of individual salespeople

c.   setting sales objectives

d.   organizing the salesforce

e.   designing new sales promotional campaigns for the purpose of generating new sales

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

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

The tasks involved in managing personal selling include organizing the salesforce; __________; recruiting, selecting, training, and compensating salespeople; and evaluating the performance of individual salespeople.

a.   identifying potential target markets

b.   using customer input to make product modifications

c.   designing new promotional campaigns for the purpose of generating new sales

d.   setting objectives

e.   maintaining open communications between sales representatives and all other stakeholders

Virtually every occupation that involves customer contact has an element of personal selling in it.  The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

a.   5 million

b.   10 million

c.   14 million

d.   18 million

e.   24 million

Selling often serves as a stepping-stone to top management.  In fact, approximately __________ of the chief executive officers (CEOs) in the largest U.S. corporations have significant sales and marketing experience in their work history.

a.   5%

b.   10%

c.   15%

d.   20%

e.   25%

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers’ eyes; and (3) __________.

a.   play a key role in research and development

b.   are the ultimate channel of distribution

c.   provide the most valuable resource for segmenting and selecting target markets

d.   are one of many people in a firm that contacts potential customers

e.   may play a dominant role in a firm’s marketing program

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm’s marketing program.

a.   play a key role in research and development

b.   are the company in consumers’ eyes

c.    play a dominant role in implementing an organization’s pull strategy

d.   provide the most valuable resource for segmenting and selecting target markets

e.   are one of many people in a firm that contacts potential customers

Which of the following statements regarding the role of salespeople is most accurate?

a.   Salespeople can identify creative solutions to customer problems.

b.   Salespeople have the greatest say in company policy and therefore are its customers’ greatest advocates.

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 offer the greatest customer security.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Which of the following statements regarding the role of salespeople is most accurate?

a.  Salespeople have the greatest say in company policy and therefore are the customer’s greatest advocates.

b.   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.

c.   Salespeople are the most highly trained of all a firm’s employees and therefore offer the greatest customer security.

d.   Salespeople create customer value by providing follow through after the sale.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Relationship selling refers to __________.

a.   the assignment of a single salesperson to a single customer throughout the entire sales process

b.   buyers and sellers combining their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer

c.   the practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time

d.   the practice of using an entire team of professionals in selling to and servicing key customers

e.   the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service

The practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time is referred to as __________.

a.   order processing

b.   order taking

c.   customer value creation

d.   relationship selling

e.   partnership selling

The PRIMARY way in which relationship selling creates customer value is by __________.

a.   assigning a single sales representative to a single customer

b.   learning the customer’s needs to maintain a long-term relationship of trust and respect

c.   guaranteeing fair and equitable prices for each client regardless of the size of the purchase

d.   providing cumulative discounts based on customer loyalty and the length of the customer relationship

e.   guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer, is referred to as __________.

a.   multichannel selling

b.   cross-functional selling

c.   partnership selling

d.   relationship selling

e.   customized ordering

Partnership selling refers to __________.

a.   the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service

b.   the practice of using an entire team of professionals in selling to and servicing major customers

c.   an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

d.   a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

e.   the practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer

Partnership selling is sometimes referred to as __________.

a.   enterprise selling

b.   transactional selling

c.   strategic selling

d.   creative selling

e.   synergistic selling

IBM has 30 information technology hardware and software specialists, business consultants, and engineers working at Charles Schwab, a large brokerage firm, all under the direction of a senior IBM sales executive.  They are creating and managing a complex financial planning system that helps Schwab clients with their retirement planning.  This is an example of __________.

a.   transactional selling

b.   partnership selling

c.   strategic alliance selling

d.   creative selling

e.   synergistic selling

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

a.   size of the salesforce; financial outlay

b.   complexity of the product; amount of sales training

c.   amount of selling done; amount of creativity required

d.   amount of creativity required; amount of sales training required

e.   complexity of the product; financial outlay

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

a.   customer sales support

b.   order fulfillment

c.   order management

d.   order processing

e.   order shipment

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

a.   consumer getting

b.   order processing

c.   online telemarketing

d.   order taking

e.   suggestive selling

An order taker refers to a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that were already sold by the company

c.   salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service

d.   person on the selling team who is responsible for obtaining qualified leads

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

a.   order getter

b.   missionary salesperson

c.   order taker

d.   sales engineer

e.   order processor

 

The personal selling process encompasses __________ distinct selling stages.

a.   3

b.   4

c.   5

d.   6

e.   7

Sales activities occurring before, during, and after the sale itself, consisting of six stages, are referred to as __________.

a.   the new-product process

b.   the strategic marketing process

c.   the personal selling process

d.   the consumer purchase decision process

e.   relational selling

The personal selling process refers to__________.

a.   the activities that begin with the prospecting of potential leads and end with the final closing of a sale

b.   the three sales activities that include identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale

c.   the formalized sales protocol used by a company’s salesforce to ensure a consistent quality sales presentation

d.   the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up

e.   the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and arranging for payment



As shown in Figure 20-3 above, “A” is the__________ stage in the personal selling process.

a.   approach

b.   preapproach

c.   presentation

d.   prospecting

e.   follow-up

As shown in Figure 20-3 above, “B” is the__________ stage in the personal selling process.

a.   presentation

b.   approach

c.   prospecting

d.   follow-up

e.   preapproach

As shown in Figure 20-3 above, “C” is the__________ stage in the personal selling process.

a.   presentation

b.   follow-up

c.   prospecting

d.   preapproach

e.   approach

As shown in Figure 20-3 above, “D” is the__________ stage in the personal selling process.

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   approach

As shown in Figure 20-3 above, “E” is the__________ stage in the personal selling process.

a.   close

b.   preapproach

c.   follow-up

d.   approach

e.   presentation

As shown in Figure 20-3 above, “F” is the__________ stage in the personal selling process.

a.   presentation

b.   follow-up

c.   preapproach

d.   close

e.   approach



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 “search for and qualify potential customers,” what stage of the personal selling process is the salesperson engaged in?

a.   presentation

b.   approach

c.   prospecting

d.   follow-up

e.   preapproach

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 “gather information and decide how to approach the prospect,” what stage of the personal selling process is the salesperson engaged in?

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   approach

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 “gain a prospect’s attention, stimulate interest, and make transition to the presentation,” what stage of the personal selling process is the salesperson engaged in?

a.   presentation

b.   follow-up

c.   prospecting

d.   preapproach

e.   approach

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?

a.   approach

b.   preapproach

c.   presentation

d.   prospecting

e.   follow-up

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 “obtain a purchase from the prospect and create a customer,” what stage of the personal selling process is the salesperson engaged in?

a.   preapproach

b.   close

c.   follow-up

d.   approach

e.   presentation

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 “ensure that the customer is satisfied with the product or service,” what  stage of the personal selling process is the salesperson engaged in?

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   close

Personal selling begins with the __________ stage. 

a.   lead

b.   presentation

c.   preapproach

d.   prospecting

e.   follow-up

The search for and qualification of potential customers during the personal selling process is referred to as the __________ stage.

a.   prospecting

b.   customer mining

c.   lead initiation

d.   cold calling

e.   gleaning

What are the three types of prospects?

a.   leads, prospects, and buyers

b.   leads, prospects, and qualified prospects

c.   cold, warm, and hot

d.   awareness, trial, and adoption

e.   primary leads, secondary leads, and final leads

The name of a person who may be a possible customer is referred to as a __________.

a.   hot lead

b.   cold call

c.   lead

d.   prospect

e.   qualified prospect

The customer who wants or needs the product is referred to as a __________.

a.   hot lead

b.   cold call

c.   lead

d.   prospect

e.   qualified prospect

A __________ is an individual that wants a product, can afford to buy it, and is the decision maker.

a.   qualified prospect

b.   customer

c.   lead

d.   prospect

e.   gatekeeper

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

a.   activated lead

b.   proactive buyer

c.   lead

d.   hot prospect

e.   qualified prospect

A sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as __________.

a.   a formula selling presentation

b.   a stimulus-buy presentation

c.   a stimulus-satisfaction presentation

d.   a stimulus-selling presentation

e.   suggestive selling

Suggestive selling is a form of the  __________ presentation.

a.   formula-selling

b.   stimulus-response

c.   needs-satisfaction

d.   hard-sell

e.   formalized-sales

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if “they have left any room left for dessert.”

a.   inquiry selling

b.   formula selling

c.   suggestive selling

d.   method selling

e.   a canned sales presentation

Harry goes to the local Staples store to purchase a laptop computer.  He asks the salesclerk many questions, compares various models on display, and decides on the Sony Vaio.  The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer.  This is an example of _____ selling.

a.   inquiry

b.   formula

c.   method

d.   suggestive

e.   need-satisfaction      

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__________.

a.   traditional hard sell

b.   formula selling presentation

c.   stimulus-response presentation

d.   needs-satisfaction presentation

e.   straight rebuy sales-pitch

A formula selling presentation refers to a format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   relies on exhibits at trade shows, professional meetings, and conferences

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 instructed Tracy to use __________.

a.   a formula selling presentation

b.   a stimulus-response presentation

c.   a needs-satisfaction presentation

d.   suggestive selling

e.   consultative selling

A memorized, standardized message conveyed to every prospect is referred to as a __________.

a.   stimulus-response presentation

b.   canned sales presentation

c.   directed selling presentation

d.   mnemonic sales format

e.   standardized sales format

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

a.   need-satisfaction presentation

b.   stimulus-response presentation

c.   cold canvassing

d.   canned sales presentation

e.   directed selling presentation

Which of the following statements describes a major drawback associated with a canned sales presentation?

a.   A canned sales presentation provides too little information to prospects.

b.   A canned sales presentation is difficult for inexperienced salespeople to use.

c.   A canned sales presentation allows little room for customer feedback.

d.   A canned sales presentation is too expensive and time consuming.

e.   A canned sales presentation lacks consistency.

The ________ presentation is a selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers.

a.   formula selling

b.   stimulus-response

c.   marketing concept

d.   relationship selling

e.   need-satisfaction

A selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers is referred to as a __________ presentation.

a.   need-satisfaction

b.   formula selling

c.   stimulus-response

d.   relationship selling

e.   marketing concept

A need-satisfaction presentation refers to a presentation format that __________.

a.   uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently

b.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

c.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

e.   builds ties to customers based on a salesperson’s attention and commitment to customer needs

The ___________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building.

a.   canned sales

b.   formula selling

c.   persuasive selling

d.   need-satisfaction

e.   stimulus-response

Two selling styles associated with the need-satisfaction presentation format are __________.

a.   adaptive selling and confrontational selling

b.   adaptive selling and consultative selling

c.   suggestive selling and canned selling

d.   adaptive selling and suggestive selling

e.   suggestive selling and consultative selling

The car salesman was overheard saying the following words to a prospective customer: “What type of driving do you do?”  “How many people will you usually have riding in your car?”  “Maybe you should look at vans instead of sedans.”  From this information, you should recognize that the car salesman was using a __________ presentation.

a.   stimulus-response

b.   formula selling

c.   need-satisfaction

d.   persuasive selling

e.   canned sales

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.

a.   need-satisfaction

b.   formula

c.   stimulus-response

d.   creative

e.   problem resolution

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 __________ selling.

a.   relationship

b.   adaptive

c.   consultative

d.   proactive

e.   cooperative

Adaptive selling refers to a presentation format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________ selling.

a.   personal

b.   team

c.   formula

d.   adaptive

e.   missionary



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

a.   team

b.   personal

c.   adaptive

d.   need-satisfying

e.   one-on-one

As a salesperson asks questions about a prospect’s transportation system, the prospect says, “What I really want is reliable transportation at the lowest price I can get.”  The salesperson stops asking questions and pulls out a comparative price list that shows her company’s transportation is the lowest priced and most reliable on the market.  The salesperson has engaged in __________ selling.

a.   adaptive

b.   suggestive

c.   formula

d.   consultative

e.   relationship

Consultative selling refers to a presentation format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

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

a.   adaptive

b.   suggestive

c.   formula

d.   consultative

e.   relationship

With __________ selling, problem solutions are not simply a matter of choosing from an array of existing products or services.  Rather, novel solutions often arise, thereby creating unique value for the customer.

a.   adaptive

b.   formula

c.   consultative

d.   suggestive

e.   relationship

Consultative selling style is very prominent in __________ marketing.

a.   business-to-business

b.   business-to-government

c.   consumer-to-consumer

d.   consumer-to-business

e.   consumer-to-government

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide.  Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer.  The Microsoft expert is engaged in __________ selling.

a.   relationship

b.   formula

c.   suggestive

d.   adaptive

e.   consultative

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer’s business needs.  Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and __________.

a.   ensures follow-up

b.   can be evaluated

c.   is financially equitable

d.   is easy to use

e.   is sustainable

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) __________.

a.   it is ultimately the customer who converts a lead into a sale

b.   only customers 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

Excuses for not making a purchase commitment or decision are referred to as __________.

a.   rationalizations

b.   equivocations

c.   refusals

d.   objections

e.   qualifications

Which of the following statements describes the major difference between a prospect and a qualified prospect?

a.   Prospects are more likely than qualified prospects to become customers.

b.   During the sales presentation, prospects are more likely to raise objections than qualified prospects.

c.   There are generally more qualified prospects than prospects.

d.   Prospects have the need or desire for your product. Qualified prospects have not only the need or desire for your product, but also the ability and authority to purchase it.

e.   A qualified prospect has purchased your product in the past and a prospect has not.

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?

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.

All of the following tactics are used to generate leads EXCEPT __________.

a.   cold canvassing

b.   suggestive selling

c.   toll-free numbers

d.   coupons

e.   trade shows

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.

a.   data mining

b.   preapproach

c.   approach

d.   presentation

e.   prospecting

A method of selling in which a salesperson makes a telephone call or visits  a prospective customer without a referral is called __________. 

a.   team selling

b.   cold calling

c.   seminar selling

d.   formula selling

e.   conference selling

Another name for cold calling is _____.

a.   cold canvassing

b.   seminar selling

c.   conference selling

d.   sales managed selling

e.   trial-close selling

Which of the following statements regarding cold canvassing is most accurate?

a.   Currently there are no federal regulations regarding cold canvassing.

b.   In general, cold canvassing is effective only for costly items.

c.   Cold calling is the most common type of sales prospecting both in Asia and Latin America.

d.   About 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy.

e.   The Telephone Consumer Protection Act not only protects citizens, it ensures the rights of telemarketers to call anyone listed in a public directory, whether they choose to be called or not.

Russ Berry Company is a company that makes gifts and collectibles.  When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops.  When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call.  The company’s sales rep is using _________ to find prospects.

a.   stimulus-response selling

b.   order taking

c.   cold canvassing

d.   formula selling

e.   closing

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform.  Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services.  In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

a.   stimulus-response selling

b.   “handshaking”

c.   cold canvassing

d.   closing

e.   traffic generation

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and fines are imposed for violations.

a.   Do Not Disturb Registry

b.   Do Not Call Registry

c.   Do Not Interrupt Registry

d.   Do Not Infringe Registry

e.   Do Not Agitate Registry

In the personal selling process, a telemarketer for a life insurance firm calls and asks the head of the household, “If you were to die tomorrow, would your family be cared for?” This telemarketer is engaged in the __________ stage.

a.   stimulus-response selling

b.   closing the sale

c.   prospecting

d.   order taking

e.   creating a preapproach

Encyclopedia Britannica pays to have a business reply card bound into magazines adjacent to its advertisement.  The ad asks people to return the card for more information on how its encyclopedias can help children do better in school.  Encyclopedia Britannica is engaging in __________.

a.   cold-canvassing

b.   order taking

c.   sales follow-up

d.   stimulus-response selling

e.   prospecting  

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   close

What would most likely occur at the preapproach stage in a business selling situation?

a.   The order getter would make initial contact with the order taker.

b.   The search for and qualification of prospects would begin.

c.   The initial meeting would transpire and business would be concluded.

d.   A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy.

e.   The buying role of the prospect, important buying criteria, and the prospect’s receptivity to a presentation would be determined.

The preapproach stage of the personal selling process is especially important in __________.

a.   international sales

b.   government sales

c.   high technology product sales

d.   high-ticket item sales

e.   the sale of services

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

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   closing

Which of the following statements regarding the preapproach stage for international selling is most accurate?

a.   Customs rarely influence a preapproach protocol.

b.   The preapproach stage is shorter and less intensive than with domestic consumers.

c.   Customs are very important in dictating appropriate protocol.

d.   In most cases, the buyer rather than the seller initiates the contact between seller and buyer.

e.   Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead.

During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   closing

At the __________ stage in the personal selling process, a salesperson gains a prospect’s attention, stimulates interest, and builds the foundation for the sales presentation itself.

a.   approach

b.   prospecting

c.   preapproach

d.   qualifying

e.   trial close

In the __________ stage of the personal selling process, the first impression is especially critical.

a.   prospecting

b.   preapproach

c.   approach

d.   close

e.   follow-up

In the __________ stage of the personal selling process, the cultural setting is very important.

a.   presentation

b.   prospecting

c.   prospecting

d.   approach

e.   close

In many societies outside the United States, during the __________ stage of the personal selling process, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers.

a.   close

b.   approach

c.   preapproach

d.   presentation

e.   prospecting



Consider the Personal Selling Process Photo A shown above.  Exchanging business cards in Asia is done according to the customs and norms of the country or region of the buyer.  This protocol is considered important during which stage of the personal selling process?

a.   presentation

b.   follow-up

c.   preapproach

d.   close

e.   approach

At the __________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

a.   preapproach

b.   approach

c.   presentation

d.   close

e.   follow-up

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

a.   presentation

b.   approach

c.   follow-up

d.   preapproach

e.   close

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

a.   cold call format

b.   formula selling format

c.   stimulus-satisfaction format

d.   stimulus-selling format

e.   persuasive sales format

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

a.   cold call format

b.   stimulus-satisfaction format

c.   stimulus-selling format

d.   need-satisfaction format

e.   persuasive sales format

Which presentation format assumes that given the appropriate prompts by a salesperson, the prospect will buy?

a.   formula selling presentation

b.   stimulus-response presentation

c.   stimulus-satisfaction presentation

d.   stimulus-selling presentation

e.   persuasive sales presentation

A stimulus-response presentation refers to a format that __________.

a.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

b.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

c.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

e.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

In a __________ presentation, the salesperson tries one appeal after another, hoping to “hit the right button.”

a.   formula selling

b.   persuasive sales

c.   stimulus-satisfaction

d.   stimulus-response

e.   stimulus-selling

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

a.   formula-selling

b.   need-satisfaction selling

c.   consultative selling

d.   transactional  sales presentation

e.   stimulus-response presentation

A salesclerk at L. L. Bean uses __________ when he asks customers if they also need a pair of hiking socks with the purchase of their mountain boots.

a.   a stimulus-response presentation

b.   a transactional sales presentation

c.   need-satisfaction selling

d.   consultative selling

e.   formula selling

 

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; agree and neutralize; accept the objection; denial; and __________.

a.   redirect the conversation

b.   ignore the objection

c.   probe by asking additional questions

d.   defer to a supervisor

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; agree and neutralize; __________; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   probe by asking additional questions

d.   accept the objection

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   agree and neutralize

d.   probe by asking additional questions

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

a.   postpone

b.   redirect the conversation

c.   defer to a supervisor

d.   probe by asking additional questions

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: __________; agree and neutralize; accept the objection; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   probe by asking additional questions

d.   distract by identifying competitor shortcomings

e.   acknowledge and convert the objection

Which of the following statements should the salesperson use to acknowledge and convert the prospect’s objection into a reason for buying?

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 really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

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

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 really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

During the sales presentation, the prospect interrupted the salesperson’s presentation and said, “Wait a minute.  This looks like it’s going to cost too much.”  The salesperson responded, “I think you’ll be delighted with how relatively inexpensive this program is.  I’ll address the subject of price in just a moment.”  Which objection-handling technique has the salesperson used?

a.   acknowledge and convert the objection

b.   postpone

c.   agree and neutralize

d.   denial

e.   ignore the objection

Which of the following statements should the salesperson use to agree with and neutralize an objection?

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 really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

Which of the following statements should the salesperson use to accept the objection?

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 really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

You respond by saying courteously, “You’re absolutely right, and I am going to make it my business to be sure that never happens again.”  Which method have you used to handle the customer’s objection?

a.   postpone

b.   denial

c.   agree and neutralize

d.   ignore

e.   convert

Which of the following statements should the salesperson use as a denial response to a prospect’s objection?

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 really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

Doug Ames sells Mercedes Benz automobiles.  While making his sales presentation to a newly qualified prospect, the prospect said, “Doug, I would really like to buy the car, but you know, the price of the automobile is just too high.”  In order to answer the prospect’s objection, Ames responded, “Sir, you are correct.  The price of the Mercedes Benz automobile is high because of what you are getting for that price.”  Ames then proceeded to describe the quality of the materials used in the car, the high resale value of the car, the dependability, and the prestige associated with the Mercedes Benz.  What technique did Ames use to handle the prospect's objection?

a.   the postpone technique

b.   the agree and neutralize technique

c.   the denial technique

d.   the accept the objection technique

e.   the acknowledge and convert technique

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

a.   approach

b.   presentation

c.   closing

d.   follow-up

e.   sale

The closing stage in the selling process involves obtaining a purchase commitment from the prospect.  This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy.  Telltale signals indicating a readiness to buy include __________.

a.   body language, statements, and questions

b.   questions, financial negotiation, and counteroffers

c.   negotiations, questions, and requests for assurance

d.   eye contact, body language, and requests for assurance

e.   questions, statements, and financial negotiations         

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase.  They are __________ closes.

a.   assumptive, trial, and presumptive

b.   trial, assumptive, and urgency

c.   presumptive, trial, and final

d.   trial, final, and urgency

e.   assumptive, presumptive, and final

A trial close refers to __________.

a.   asking the prospect to make a decision on some aspect of the purchase

b.   allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase

c.   committing the prospect quickly by making references to the time limits of the purchase

d.   making an exchange of money or other unit of value

e.   asking the prospect to make choices concerning delivery, warranty, or financing terms

Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n) __________ close.

a.   urgency

b.   preemptory

c.   presumptive

d.   trial

e.   final

An assumptive close refers to __________.

a.   asking the prospect to make a decision on some aspect of the purchase

b.   allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase

c.   committing the prospect quickly by making references to the time limits of the purchase

d.   making an exchange of money or other unit of value

e.   asking the prospect to make choices concerning delivery, warranty, or financing terms

At the end of her sales presentation, the salesperson asks, “Will you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?”  She has just executed a(n) __________ close.

a.   assumptive

b.   consultative

c.   proactive

d.   urgency

e.   adaptive

An urgency close refers to __________.

a.   asking the prospect to make a decision on some aspect of the purchase

b.   allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase

c.   making an exchange of money or other unit of value

d.   quickly committing the prospect by making references to the time limits of the purchase

e.   asking the prospect to make choices concerning delivery, warranty, or financing terms

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.  When its salesperson told the prospect, “For this week only, we will pay the all the shipping costs for new customers,” the salesperson was using a(n) __________ close.

a.   reactive

b.   assumption

c.   urgency

d.   consultative

e.   definitive

When a salesperson in the computer store asks, “Will that be charge or cash?”, he has executed the _____  stage of the personal selling process.

a.   closing

b.   approach

c.   presentation

d.   handling objections

e.   follow-up

Russ Berry Company sells stuffed animals and holiday gifts.  When its salesperson asks a retailer, “Do you want to order the two dozen assorted bears or two dozen white-only bears?” he has executed which stage of the selling process?

a.   approach

b.   presentation

c.   handling objections

d.   closing

e.   follow-up

The final stage in the personal selling process is referred to as __________.

a.   presentation

b.   assumptive close

c.   trial close

d.   urgency close

e.   follow-up

In the personal selling process, the stage that includes making certain the customer’s purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

a.   urgency close

b.   follow-up

c.   assumptive close

d.   presentation

e.   trial close

At which stage in the personal selling process would the salesperson ask the customer whether he or she is satisfied with the product?

a.   assumptive close

b.   final close

c.   urgency close

d.   follow-up

e.   postpurchase evaluation

One 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.

a.   25%

b.   30%

c.   40%

d.   50%

e.   75%

A representative from AT&T called Dr. Michaels after he switched to its new U-verse system.  The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.  This is an example of a __________ call.

a.   assumptive

b.   preemptive

c.   follow-up

d.   prospecting

e.   courtesy

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation; and (3) salesforce evaluation.

a.   salesforce compensation

b.   sales plan formulation

c.   salesforce communication

d.   salesforce size determination

e.   salesforce training

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation.

a.   salesforce compensation

b.   salesforce size determination

c.   sales plan implementation

d.   salesforce communication

e.   salesforce training



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

a.   salesforce compensation

b.   salesforce size determination

c.   salesforce communication

d.   sales plan formulation

e.   salesforce training

Figure 20-4 above depicts the sales management process that involves three interrelated functions.  “B” refers to __________.

a.   sales plan implementation

b.   salesforce compensation

c.   salesforce size determination

d.   salesforce communication

e.   salesforce training

Figure 20-4 above depicts the sales management process that involves three interrelated functions.  “C” refers to __________.

a.   salesforce compensation

b.   sales plan implementation

c.   salesforce size determination

d.   salesforce evaluation

e.   salesforce training     

A sales plan refers to a __________.

a.   method of determining a fair and equitable compensation plan

b.   method of identifying the target markets that most closely meet the special skills of the salesforce

c.   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 figure

d.   statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed

e.   method that specifies times and places for direct communications between salespeople and their supervisors

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 __________.

a.   sales plan

b.   salesforce framework

c.   sales protocol

d.   workload plan

e.   sales assessment

The most basic of the three sales management functions is __________.

a.   sales plan analysis

b.   sales plan formulation

c.   sales plan objective

d.   sales plan evaluation

e.   sales plan implementation

When different types of buyers have different needs, a __________ sales organizational structure is used.

a.   multi-reseller

b.   customer

c.   geographical

d.   market segmentation

e.   multi-level marketing

In a __________  organizational structure,  a different salesforce calls on each separate type of buyer or market channel.

a.   multi-reseller organization

b.   geographical organization

c.   customer sales organization

d.   market segmentation organization

e.   multi-level marketing organization

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

a.   NAICS

b.   customer

c.   product

d.   geographical

e.   market segmentation

A disadvantage of a customer sales organization is __________.

a.   the need to assign just one salesperson to local, regional, national, and global territories

b.   an increased need for multilingual salespeople

c.   the smaller number of qualified sales managers

d.   the need for close teamwork amongst a diverse salesforce

e.   higher administrative costs and some duplication of selling effort

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as __________.

a.   key account management

b.   relationship marketing

c.   relationship selling

d.   customer account management

e.   needs-satisfaction selling

Key account management refers to __________.

a.   the assignment of a single salesperson to a single customer throughout the course of the entire sale

b.   the practice of assigning the highest performing salesperson to the clients with the most profitable accounts

c.   the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships.

d.   a sales relationship that involves a face-to-face, person-to-person encounter rather than a sale made through the Internet or written correspondence.

e.   the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service

The use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as __________.

a.   sales analysis

b.   formula selling

c.   adaptive selling

d.   consultative selling

e.   key account management

Canam Canada specializes in the fabrication of steel joists, joist girders, steel deck, and Murox—high performance building systems that are used in the construction of commercial, industrial, and institutional buildings.  As one of the largest steel joist fabricators in North America, Canam Canada offers value-added engineering support, architectural flexibility, and customized solutions and services.  Canam Canada uses team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships.  It provides exceptional service by assigning teams of sales, service, and technical personnel to work exclusively with assigned customers.  Canam’s salesforce practices _____ account management.

a.   key

b.   unique

c.   specialty

d.   one of a kind

e.   consultative

When specific knowledge is required to sell certain types of products, then a __________ sales organizational structure  is used.

a.   territorial

b.   customer

c.   product

d.   geographical

e.   multi-level marketing

The advantage of a product sales organization is that __________.

a.   salespeople can develop expertise with technical characteristics, applications, and selling methods associated with a particular product or family of products

b.   the number of salespersons in the salesforce can be reduced

c.   there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation

d.   it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another

e.   fewer sales managers are required since the salesforce is paid strictly on commission

The disadvantage of product sales organization is that  __________.

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.   it significantly maximizes travel time, expenses, and duplication of selling effort from one territory to another

d.   it increases the requirement for more sales managers since the salesforce is paid strictly on commission, which acts as a significant self-motivator

e.   it produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer

Each year about __________ of U.S. firms change their sales organizations to implement new marketing strategies.

a.   5%

b.   10%

c.   25%

d.   36%

e.   50%

ABB 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 __________.

a.   workload

b.   customer

c.   geography

d.   product

e.   size 

The workload method __________.

a.   determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories

b.   identifies the target market that most closely meets the special skills of the salesforce

c.   determines the size of a salesforce by integrating the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size figure

d.   describes what is to be achieved and where and how the selling effort of salespeople is to be deployed

e.   determines when a company’s salesforce becomes more profitable than independent sales agents to sell its company’s product(s)

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 a __________.

a.   workload method

b.   workhorse method

c.   sales equity formula

d.   territory distribution matrix

e.   salesforce allocation method

The __________ is a common formula-based approach for determining the size of a salesforce.

a.   sales response function

b.   account management method

c.   workhorse method

d.   salesforce allocation method

e.   workload method

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement except the flowers.  It sells to 10,000 flower and gift shops and 5,000 supermarkets nationwide.  Each florist is called on four times a month and each supermarket is called on twice a month.  Assume a 52-week calendar year and that each salesperson takes a four-week vacation.  A sales call to a florist takes one hour of selling time, and a sales call to a supermarket takes two hours of selling time.  An average salesperson spends 1,000 hours per year making sales calls.  Calculate the number of salespeople Diamond Line needs to cover its account base.  The number of salespeople it needs is __________.

a.   15

b.   52

c.   240

d.   480

e.   720

What type of management policies specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out?

a.   sales response management policies

b.   territorial management policies

c.   account management policies

d.   customer management policies

e.   salesforce management policies

Account management policies refer to policies that __________.

a.   specify how salespeople will be compensated and how sales performance will be evaluated

b.   specify which products or services will be offered to consumers, through which outlets, and at what price

c.   specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole

d.   specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out

e.   determine the sales quotas for the upcoming year based upon past sales performance and current forecasting

Aspects of __________ management policies might include which individuals in a buying organization should be contacted, the amount of sales and service effort that different customers should receive, and the kinds of information salespeople should collect before or during a sales call.

a.   sales response

b.   account

c.   territorial

d.   customer

e.   prospect



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.  “A” represents what account management policy?

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.   Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible.

c.   Take advantage of a good opportunity because  the accounts have high potential and the sales organization has a strong position.

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.

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.  “B” represents what account management policy?

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.   Take advantage of a good opportunity if the sales organization can overcome its weak position.

c.   Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible.

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.

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?

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.

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?

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.

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 __________.

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

d.   low, and the sales organization has a low competitive position

e.   high, and the sales organization has strong competitive position

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

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.

The three major tasks involved in the implementation stage of the sales management process are: salesforce recruitment and selection; salesforce training; and __________.

a.   setting sales objectives

b.   developing account management policies

c.   salesforce motivation and compensation

d.   salesforce evaluation

e.   assignment of territories and/or accounts

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation, salesforce training, and __________.

a.   salesforce recruitment and selection

b.   developing account management policies

c.   assignment of territories and/or accounts

d.   setting sales objectives

e.   salesforce evaluation

There are three major tasks involved in the implementation stage of the sales management process: salesforce recruitment and selection; __________; and salesforce motivation and compensation.

a.   setting sales objectives

b.   salesforce training

c.   salesforce evaluation

d.   assignment of territories and/or accounts

e.   developing account management policies

According to the textbook, one of the MOST crucial tasks of sales management is __________.

a.   salesforce evaluation

b.   setting sales objectives

c.   developing account management policies

d.   salesforce motivation and compensation

e.   effective recruitment and selection of salespeople

A job analysis is a __________.

a.   thorough evaluation of a salesperson’s performance based upon both input and output objectives

b.   detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead from being converted into a sale

c.   study of a particular sales position, including how the job is to be performed and the tasks that make up the job

d.   protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan

e.   written document that describes the job relationships and requirements that characterize each sales position

Information from a __________ is used to write a job description.

a.   job analysis

b.   salesforce compensation plan

c.   sales plan

d.   sales performance audit

e.   personnel performance plan

A __________ is a written document that describes job relationships and requirements that characterize each sales position.

a.   sales plan

b.   job analysis

c.   performance contract

d.   job description

e.   personal performance plan

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

a.   job description

b.   sales plan

c.   job analysis

d.   sales performance audit

e.   personal performance plan

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

a.   job description

b.   sales plan

c.   job analysis

d.   sales performance audit

e.   personal performance plan

A job description is a written document that describes job relationships and requirements that characterize each sales position.  Once established, the job description is then translated into a __________.

a.   statement of credentials

b.   statement of intelligence

c.   statement of job qualifications

d.   statement of requirements

e.   statement of education

The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a __________.

a.   statement of credentials

b.   statement of training

c.   statement of education

d.   statement of experience

e.   statement of job qualifications

Attributes such as imagination and problem-solving ability, strong work ethic, honesty, intimate product knowledge, effective communication and listening skills, and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in a __________.

a.   job analysis

b.   job description

c.   statement of credentials

d.   statement of qualifications

e.   statement of experience

Formulating the sales plan involves three tasks: (1) __________; (2) organizing the salesforce; and (3) developing account management policies.

a.   hiring sales reps

b.   developing the sales plan

c.   establishing the budget

d.   setting objectives

e.   identifying qualified leads

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

a.   hiring sales reps

b.   developing the marketing plan

c.   establishing the budget

d.   developing account management policies

e.   identifying qualified leads

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

a.   recruiting and selecting the salesforce, training the salesforce, and compensating the salesforce

b.   developing account management policies, implementing the account management policies, and evaluating the account management policies

c.   setting sales objectives, organizing the salesforce, and developing account management policies

d.   organizing the salesforce, establishing quantitative assessment, and implementing follow-up

e.   organizing the salesforce, setting motivational sales quotas, and evaluating the individual members of the salesforce

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit.  Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses.

a.   input-related; output-related

b.   output-related; input-related

c.   financially-related; accounting-related

d.   customer-related; salesperson-related

e.   short-term; long-term

The sales manager told the salesperson, “Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter.”  The sales manager voiced a(n) __________ sales objective.

a.   output-related

b.   input-related

c.   behavior-related

d.   cold-call related

e.   market-related

All of the following are output-related sales objectives EXCEPT _____.

a.   unit sales

b.   profit

c.   number of new customers

d.   number of sales calls

e.   dollar sales

The sales manager instructed the salesperson to “Make five hundred customer contacts between January 1st and July 1st.”  The sales manager voiced a(n) __________ sales objective.

a.   output-related

b.   input-related

c.   behavior-related

d.   comprehensive-related

e.   market-related

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

a.   output-related

b.   input-related

c.   profit-related

d.   expertise-related

e.   behaviorally-related

All of the following are behaviorally-related sales objectives EXCEPT _____.

a.   communication skills

b.   customer service satisfaction ratings

c.   number of new customers

d.   selling skills

e.   product knowledge

All of the following are types of sales objectives EXCEPT:

a.   input-related

b.   employer-related

c.   competitor-related

d.   behaviorally-related

e.   output-related

An effective sales plan objective should be __________.

a.   general, measurable, and flexible

b.   profitable, subjective, and measurable

c.   precise, profitable, and flexible

d.   precise, measurable, and time specific

e.   general, flexible, and profitable

Research indicates that 25% of U.S. salespeople engaged in __________ selling consider it unethical to explicitly ask customers about competitors’ strategies such as pricing practices, product development efforts, and trade and promotion programs.

a.   order-taking

b.   business-to-business

c.   business-to-consumer

d.   missionary

e.   partnership

Which of the following questions is NOT related to organizing the salesforce?

a.   “Should the firm use independent agents such as manufacturer’s representatives?”

b.   “How many company salespeople should be employed?”

c.   “Should the company be organized according to geography, customer type, or product offering?

d.   “Should the firm use its own salesforce?”

e.   “How should the salesforce be compensated?”



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

a.   indifference point

b.   break-even point

c.   inflection point

d.   trade-off point

e.   profit point

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

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

An insurance company is considering using either (a) independent sales agents who would receive a seven percent (7%) sales commission on sales or (b) its own insurance salespeople who would receive a five percent (5%) commission, salaries, and benefits.  Additionally, with a company salesforce, sales administration costs would be incurred for a total fixed cost of $650,000 per year.  At what level of sales would independent salespeople be less costly to the firm?

a.   $650,000

b.   $3,250,000

c.   $6,500,000

d.   $32,500,000

e.   $35,200,000

If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. They are ______.

a.   dollar volume, unit volume, and market share

b.   NAICS, market size, and geography

c.   geography, customer, and product/service

d.   market size, market share, and market type

e.   dollar volume, unit volume, and profit



Consider Figure 20-6A above.  If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose.  “Salesforce Organization A” represents which type of salesforce organizational structure?

a.   geographical

b.   NAICS

c.   product

d.   market type

e.   customer



Consider Figure 20-6B above.  If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose.  “Salesforce Organization B” represents which type of salesforce organization structure?

a.   geographical

b.   NAICS

c.   product

d.   market type

e.   customer



Consider Figure 20-6C above.  If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose.  “Salesforce Organization C” represents which type of salesforce organizational structure?

a.   geographical

b.   NAICS

c.   product

d.   market type

e.   customer

Which of the following is the simplest salesforce organizational structure?

a.   profit

b.   customer

c.   product

d.   geographical

e.   market

Which salesforce organizational structure is the simplest? 

a.   profit

b.   customer

c.   product

d.   market

e.   geographical

A __________ is the simplest sales organizational structure, in which the United States, or indeed the globe, is first divided into regions and then each region is divided into districts or territories.

a.   product organization

b.   customer sales organization

c.   geographic sales organization

d.   demographic sales organization

e.   NAICS sales organization

What is an advantage of a geographical sales organization?

a.   more effective, specialized customer support

b.   minimized travel time, expenses, and duplication of selling effort

c.   smaller costs for sales calls

d.   reduced  number of salespersons in the salesforce

e.   few required sales managers

A geographical sales organization would NOT be the best structure if _____.

a.   a firm is trying to reduce duplication of selling effort

b.   a firm is trying to minimize travel time

c.   a firm’s products or customers require specialized knowledge

d.   different buyers have similar needs

e.   there is a need to increase the number of salespersons in the salesforce

The office memo read, “Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the regional manager.”  From this information, it would appear the company that issued the memo uses a ___________ sales organization for its salesforce.

a.   profit

b.   customer

c.   product

d.   geographical

e.   market

 

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

a.   empathetic intelligence

b.   emotional empathy

c.   emotional intelligence

d.   subliminal intelligence

e.   cognitive empathy

Emotional intelligence refers to __________.

a.   the ability to anticipate and overcome a potential customer’s objections

b.   a method of measuring the potential of people who have not had formal schooling

c.   a measurement to determine a person’s patience in stressful selling situations

d.   the ability to pick up personal cues, ticks, or tells, that help salespeople read their customers in order to make a sale

e.   the ability to understand one’s own emotions and the emotions of people with whom one interacts on a daily basis

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to manage one’s emotions and impulses; empathy; and social skills.

a.   the ability to read body language

b.   sense of humor

c.   self-motivation

d.   the ability to be positive

e.   a need to be in control

There are five dimensions to emotional intelligence: self-motivation; __________; the ability to manage one’s emotions and impulses; empathy; and social skills.

a.   the ability to read body language

b.   sense of humor

c.   the ability to be positive

d.   self-awareness

e.   a need to be in control

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

a.   the ability to read body language

b.   sense of humor

c.   the ability to be positive

d.   the ability to manage one’s emotions and impulses

e.   a need to be in control

There are five dimensions to emotional intelligence: self-motivation; self-awareness; the ability to manage one’s emotions and impulses; __________; and social skills.

a.   empathy

b.   sense of humor

c.   the ability to read body language

d.   the ability to be positive

e.   a need to be in control

Which of the following statements about salesforce training is most accurate?

a.   The training of sales managers is both expensive and extensive, unlike the training of salespeople, which is relatively inexpensive and short-term.

b.   A major flaw in the sales industry is a lack of employer-sponsored training.

c.   Sales ability is instinctive; it cannot be taught.

d.   Whereas recruitment and selection of salespeople is a onetime event, salesforce training is an ongoing process that affects both new and seasoned salespeople.

e.   A limitation of sales training is that it is too narrowly focused on “making the sale” rather than on learning new business skills.   

Which type of salesforce training is the most popular type of training?

a.   individual instruction

b.   on-the-job training

c.   formal classes

d.   seminars taught by sales trainers

e.   computer-based training

Research indicates that there are four key factors involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

a.   a clear job description

b.   constructive criticism

c.   an opportunity for professional growth

d.   a moderate degree of competitive spirit within a team

e.   adequate time for bookkeeping and paperwork

Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) __________; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

a.   an opportunity for professional growth

b.   a moderate degree of competitive spirit within a team

c.   effective sales management practices

d.   constructive criticism

e.   adequate time for bookkeeping and paperwork

Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) effective management practices; (3) __________; and (4) proper compensation, incentives, or rewards.

a.   an opportunity for professional growth

b.   a personal need for achievement

c.   constructive criticism

d.   adequate time for bookkeeping and paperwork

e.   a moderate degree of competitive spirit within a team

The three commonly used compensation plans are __________.

a.   incremental salary, input-based commission, and output-based commission

b.   straight salary, straight commission, and graded-scale competitive pay

c.   percentage of sales, percentage of profits, and straight salary

d.   straight salary, straight commission, and a combination of salary and commission

e.   straight commission, percentage of market share, and a combination of salary and commission

With a __________ compensation plan, a salesperson is paid a fixed fee per week, month, or year.

a.   sales response

b.   combination

c.   straight salary

d.   straight commission

e.   market share

An advantage of the straight salary compensation plan is that __________.

a.   it provides an incentive to expand sales volume

b.   it can be easily adapted to changes in the economy

c.   it doesn’t include nonselling activities that take time away from selling

d.   salaries can be lower

e.   it is easy to administer

When Daniel was hired to work for Bush Refrigeration Company, he was told, “The sales training program is 18 weeks, and we’ll pay you $750 per week during that time.”  While in training, the company used a __________ compensation plan to compensate Daniel for his time and effort.

a.   sales response

b.   combination

c.   straight salary

d.   straight commission

e.   market share

A straight commission compensation plan is one __________.

a.   that assigns the same commission percentage regardless of a product’s value, number sold, or difficulty level of the sales effort

b.   in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated

c.   that determines fair and equitable compensation that includes a weighted system for different types of items or different sized territories

d.   in which the salesperson is paid a fixed amount per week, month, or year

e.   in which a salesperson’s earnings are directly tied to the sales or profits he or she generates

With a __________ compensation plan, a salesperson’s earnings are directly tied to sales or profits generated.

a.   sales response

b.   combination

c.   straight sales

d.   straight commission

e.   market share

Which type of compensation plan provides the maximum amount of selling incentive?

a.   sales response

b.   market share

c.   combination

d.   straight sales

e.   straight commission

A disadvantage of a straight commission compensation plan is that __________.

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 straight commission compensation plan is well-suited to sales positions in which __________.

a.   nonselling activities are minimal

b.   there is lively competition in the industry

c.   no technological background is necessary

d.   most salespeople are working towards management positions

e.   extensive nonselling activities are essential for closing a sale

After completing an 18-week sales training program, Joshua was told, “You will be paid 4 percent on net dollar volume up to $10 million.  Sales in excess of $10 million command a rate of 6 percent.”  The company Joshua works for is using a __________ compensation plan for him after completing the sales training program.

a.   sales response

b.   combination

c.   straight sales

d.   straight commission

e.   market share

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

a.   sales response

b.   combination

c.   straight sales

d.   straight commission

e.   market share

The most frequently used compensation plan for salespeople is the __________ compensation plan.

a.   straight salary

b.   straight commission

c.   combination

d.   weighted

e.   market share

White Chemical Company is examining its selling strategy and one of the issues that  needs attention is the role its sales staff has in undertaking sales support (non-selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year.  If you did not know which plan the firm presently uses, what advice would you give?

a.   Provide a base salary and a commission on sales generated.

b.   Give a raise to every salesperson as a motivational incentive.

c.   Provide year-end bonuses to reward the salesforce personnel who perform the best.

d.   Offer straight salaries and give raises if the sales go up.

e.   Offer straight commission and if sales improve, raise the commission rates.

Which of the following statements regarding salesforce compensation plans is most accurate?

a.   The most preferred compensation plan among sales people is the straight commission plan.

b.   Nonmonetary rewards are not very effective as salesforce motivators.

c.   New recruits are often more productive than seasoned professionals.

d.   Ineffective practices often lead to costly salesforce turnovers.

e.   The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.

____________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

a.   The Home Shopping Network

b.   General Motors

c.   Tupperware

d.   World Book Encyclopedia

e.   Mary Kay Cosmetics

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan, such as those involving __________.

a.   new sales, new lead generation, and customer billing

b.   sales calls, selling expenses, and account management policies

c.   selling expenses, profits generated, and account management policies

d.   new lead generation, sales quotas, and sales increases over the previous evaluation period

e.   recruitment, selection, and training of new sales representatives

Quantitative assessments of sales performance may be based on output-related measures, such as __________.

a.   dollar or unit sales volume, last year/current year sales ratio, and new accounts generated

b.   sales calls, selling expenses, and account management policies

c.   selling expenses, profits generated, and emotional intelligence quotient

d.   new lead generation, sales quotas, and sales increases over the previous evaluation period

e.   recruitment, selection, and training of new sales representatives

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

a.   sales call report

b.   selling expense report

c.   sales quota

d.   last year/current year sales ratio report

e.   salesforce plan

At Xerox there is a passion for winning that provides a key incentive for sales reps.  Xerox has a recognition program called the __________ in which the top performers are awarded a five-day trip to one of the top resorts in the world.

a.   President’s Club

b.   Keener’s Club

c.   Prestige Club

d.   Triumph Club

e.   Kudos Club

Xerox uses a __________ compensation plan to compensate its salesforce.

a.   sales response

b.   combination

c.   straight salary

d.   straight commission

e.   sales function

Perhaps the most well-known component of Xerox’s sales management process is its __________.

a.   stellar business reputation

b.   sustainability programs

c.   sales representatives training program

d.   challenging and dynamic environment

e.   use of information technology

A sales quota identifies _____.

a.   the ratio of sales calls made to actual sales closed

b.   the minimum number of sales that must be made before a salesperson can be paid

c.   the maximum threshold for satisfactory performance during an annual performance evaluation

d.   the maximum number of sales that can be made before receiving a commission on sales

e.   the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period

A sales quota contains goals, such as sales produced, accounts generated, profit achieved, and/or __________.

a.   sales of specific products

b.   new clients contacted

c.   reports filed

d.   complaints received

e.   customer enquiries

All of the following are behavioral measures that are used to evaluate salespeople EXCEPT __________.

a.   attitude

b.   product knowledge

c.   sales

d.   communication skills

e.   appearance

Behavioral measures used to evaluate salespeople include assessments of a salesperson’s __________, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor.

a.   attitude

b.   patience

c.   intelligence

d.   personal values

e.   personal ethics

About __________ of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

a.   30%

b.   40%

c.   50%

d.   60%

e.   70%

About 60 percent of U.S. companies now include __________ as a behavioral measure of salesperson performance.

a.   the ability to read body language

b.   customer satisfaction

c.   the ability to form analogies

d.   the ability to manage budgets

e.   a harnessed need for power or authority

About 60 percent of U.S. companies now include customer satisfaction as a __________ measure of salesperson performance.

a.   demonstrative

b.   sensitive

c.   cognitive

d.   emotional

e.   behavioral

MooreChem created a marketing dashboard for each of its sales representatives.  These dashboards included seven measures—sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction.  Each metric was gauged to show actual salesperson performance __________.

a.   in terms of company rank

b.   relative to the rest of the sales team

c.   relative to target goals

d.   plus expectations for the next two years

e.   based upon previous years of experiences

As a 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 that __________.

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

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

a.   automated selling

b.   direct selling

c.   salesforce automation

d.   salesforce computerization

e.   salesforce networking

SFA is an acronym for __________.

a.   sales force automation

b.   sales factory automation

c.   sales flexible automation

d.   sales functional automation

e.   sales frequency automation

Salesforce automation is the use of _________ to make the sales function more efficient and effective.

a.   workload method

b.   territory matrixes

c.   sales equity formulas

d.   technology

e.   policies

Hewlett-Packard recently shifted its entire U.S. salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/copier, mobile phone, two phone lines, and office furniture.  Such decreased selling costs are among the benefits of __________.

a.   direct selling

b.   inbound teleselling

c.   salesforce networking

d.   account management policies

e.   salesforce automation

Salespeople for Godiva Chocolates use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers.  The use of __________ helps the Godiva salesforce provide customer service.

a.   technology

b.   time management software

c.   order processing software

d.   proposal presentation software

e.   salesforce networking

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers.  The use of __________ helps the Timex salesforce provide customer service.

a.   time management

b.   order processing

c.   technology

d.   proposal generation

e.   WebEx

A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for their computerized tomography (CT) and magnetic resonance imaging (MRI) scanners.  With it, the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company’s products in operation as well as narrated testimonials from satisfied customers.  Such technological capabilities have made it effective both for sales presentations and for training salespeople.  This is an example of the use of ___________.

a.   specialized order takers

b.   sales management principles

c.   customer relationship management

d.   salesforce technology

e.   account management policies

Facsimile, e-mail, and voice mail are common __________ technologies salespeople use today.

a.   tablet device

b.   communication

c.   cutting-edge

d.   computer

e.   social media

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

a.   Internet

b.   facsimile

c.   voice-mail

d.   smartphone

e.   web camera

What was responsible for reversing Xerox’s decline?

a.   frequent sales calls on its retailers to build trust

b.   a sales organization that focused on customer relationships

c.   the gathering of competitive intelligence

d.   a reactive approach to establishing channels of distribution

e.   the effective use of cold canvassing sales calls

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

a.   multi-tiered sales system

b.   salesforce automation system

c.   product-oriented sales organization

d.   geographic-oriented sales organization

e.   consultative selling model

The sales process at Xerox typically follows the six stages of the personal selling process.  During the first stage, Xerox identifies potential clients through __________.

a.   responses to advertising, referrals, and telephone calls

b.   sending their salesforce to visit competitors’ customers

c.   sending their salesforce to visit former customers to win them back

d.   an agreement with local repair shops that supply customer information in exchange for  the right to carry Xerox products in their stores

e.   selling printer paper with the Xerox watermark to create brand awareness

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 __________.

a.   having a cross-functional team conference 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

The sales process at Xerox typically follows the six stages of the personal selling process.  During the third stage, a Xerox sales representative approaches the prospect and suggests __________.

a.   several product alternatives

b.   several solutions to perceived problems the salesforce has identified

c.   different pricing options

d.   a meeting and presentation

e.   a visit to corporate headquarters for a complete tour of the facilities

The sales process at Xerox typically follows the six stages of the personal selling process.  During the fourth stage, as the presentation begins, the salesperson __________.

a.   explains why competitor’s products are inferior

b.   summarizes relevant information about potential solutions

c.   requests a meeting with the company gatekeeper

d.   requests a meeting with the official buyer to determine the possibility of a sale

e.   gets a signed document or confirmation of the sale

The 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).

a.   a soft close

b.   an interrogative close

c.   an urgency close

d.   an action close

e.   a conditional close

The sales process at Xerox typically follows the six stages of the personal selling process.  During the sixth stage, the salesperson continues to meet and communicate with the client to __________.

a.   remove all competitors’ products from the clients’ offices

b.   sell ancillary and complementary products

c.   provide assistance and monitor the effectiveness of the installed solution

d.   request leads for other potential sales

e.   offer special price incentives for future pre-buys

The Xerox salesforce is divided into four __________ organizations.

a.   profit

b.   geographic

c.   customer

d.   market

e.   product life cycle

The Xerox sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets.  Within each geographic area, the majority of Xerox products and services are typically sold through its __________.

a.   distributors

b.   indirect salesforce

c.   order takers

d.   direct salesforce

e.   telemarketers

 

 

1. Anne Mulcahy's task at Xerox Corporation is to

A. manage its transactional Web site in order to eliminate channel conflict.

B. restore Xerox's legendary marketing and financial vitality.

C. refine the number of products and services the company provides.

D. increase the importance of the advertising element of its promotion mix.

E. establish a Xerox stronghold around the world.

2. Anne Mulcahy's success at Xerox is due in great part to staying in sync with

A. the technological advances of her competitors.

B. the latest trends in online communications distribution.

C. Xerox customers and employees.

D. the latest trends in business-to-business marketing.

E. new technologies and adapting them to the Xerox mission.

3. The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision is referred to as

A. sales management.

B. personal selling.

C. sales promotion.

D. direct selling.

E. marketing management.

4. 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 group's purchase decision.

A. direct

B. indirect

C. unsolicited

D. two-way

E. recursive

5. Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as _________.

A. relationship marketing

B. team selling

C. personal selling

D. sales management

E. sales engineering

6. Sales management refers to the

A. the process of allocating funds for promotion and advertising.

B. recruiting, hiring, and training of a company's salesforce.

C. segmentation and selection of target markets to be addressed by a company's salesforce.

D. two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision.

E. the planning of the selling program and implementing and evaluating of the personal selling effort of the firm.

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

A. evaluating the performance of individual salespeople.

B. identifying potential target markets.

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.

8. The tasks involved in managing personal selling include organizing the salesforce; ___________; recruiting, selecting, training, and compensating salespeople; and evaluating the performance of individual salespeople.

A. setting objectives

B. identifying potential target markets

C. using customer input to make product modifications

D. designing new promotional campaigns for the purpose of generating new sales

E. maintaining open communications between sales representatives and all other stakeholders

9. Virtually every occupation that involves customer contact has an element of personal selling in it. The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

A. 5 million

B. 10 million

C. 15 million

D. 18 million

E. 24 million

10. Selling often serves as a stepping-stone to top management. In fact, approximately __________ of the chief executive officers in the largest U.S. corporations have significant sales and marketing experience in their work history.

A. 5 %

B. 10%

C. 15%

D. 20%

E. 25%

37. When Jason called the toll-free number to order two children's books from the Chinaberry catalog, he was using _________.

A. social networking

B. interactive marketing

C. multichannel selling

D. inbound telemarketing

E. outbound telemarketing

38. On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle selecting the products he needed. He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pair of socks. Interestingly, the only salesperson Krause encountered was the person at the checkout counter. The checkout person at Target is an example of a(n) _________.

A. inside order getter

B. outside order getter

C. sales associate

D. inside order taker

E. outside order taker

39. An order getter refers to

A. a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.

B. a salesperson who processes routine orders or reorders for products that are presold by the company.

C. a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service.

D. a person on the selling team who is responsible for obtaining qualified leads.

E. a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

40. Which of the following statements regarding order getters is most accurate?

A. Order getters often replenish a retailer's inventories.

B. Order getters handle orders obtained on inbound telemarketing.

C. Order getters require considerable product knowledge.

D. Order getters typically process reorders for products already sold by the company.

E. Order getter sales calls traditionally require the lowest financial investment from the firm.

41. Which of the following statements regarding order getters is most accurate?

A. Order getters need a high degree of creativity.

B. Order getters often replenish a retailer's inventories.

C. Order getters handle orders obtained on inbound telemarketing.

D. Order getters typically process reorders for products already sold by the company.

E. Order getter sales calls traditionally require the lowest financial investment from the firm.

42. Which of the following statements regarding order getters is most accurate?

A. Order getters often replenish a retailer's inventories.

B. Order getters handle orders obtained on inbound telemarketing.

C. Order getters typically process reorders for products already sold by the company.

D. Order getters are most often used in new-buy or modified rebuy situations.

E. Order getter sales calls traditionally require the lowest financial investment from the firm.

43. Which of the following statements regarding order getters is most accurate?

A. Order getters often replenish a retailer's inventories.

B. Order getters handle orders obtained on inbound telemarketing.

C. Order getters typically process reorders for products already sold by the company.

D. Order getter sales calls traditionally require the greatest financial investment from the firm.

E. Order getter sales calls traditionally require the lowest financial investment from the firm.

44. The practice of using the telephone rather than personal visits to contact customers is referred to as _________.

A. missionary selling

B. cold canvassing

C. inbound telemarketing

D. outbound telemarketing

E. team selling

45. Missionary salespeople refer to

A. salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services.

B. salespeople who process routine orders for products that are presold by the company.

C. salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer's use of the product or service.

D. people on the selling team who are responsible for obtaining qualified leads.

E. sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.

46. Sales support personnel who do not directly solicit orders but who concentrate on performing promotional activities and introducing new products are referred to as _________.

A. inside order takers

B. outside order getters

C. missionary salespeople

D. sales engineers

E. order takers

47. Which type of sales personnel concentrates on performing promotional activities but generally do not solicit actual sales orders?

A. missionary salespeople

B. sales engineers

C. outside order getters

D. inside order getters

E. order engineers

48. Norma Adler works for Tyco Healthcare. Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms. Although Adler is part of her company's salesforce, she does not directly solicit orders. Adler is what type of salesperson?

A. an inside order taker

B. an outside order getter

C. a missionary salesperson

D. a sales engineer

E. a sales team coordinator

49. Sales engineer refers to a

A. salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services.

B. salesperson who processes routine orders or reorders for products that are presold by the company.

C. salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.

D. person on the selling team who are responsible for supervising his or her company's R&D expenditures.

E. member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

50. A salesperson who specializes in identifying, analyzing, and solving customer problems and brings knowhow and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a _________.

A. specialized order taker

B. designated order getter

C. missionary salesperson

D. sales engineer

E. sales technician

51. TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines. TransWave sends an environmental expert, a safety engineer, a legal representative to explain new regulations enacted by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it meets with a prospect. This is an example of how TransWave uses _________.

A. partnership selling

B. order getting

C. functional selling

D. sales engineering

E. team selling

52. The practice of using a group of professionals in selling to and serving major customers refers to

A. cooperative selling.

B. missionary sales.

C. sales engineering.

D. team selling.

E. partnership selling.

53. Team selling refers to the practice of

A. using an entire team of professionals in selling to and serving major customers.

B. sending an entire team of sales representatives into the field.

C. combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.

D. sending a group of sales representatives to concentrate on performing promotional activities and introducing new products.

E. assigning a team of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of the most diverse customer base possible.

54. Team selling would most likely be used by a company that sells _________.

A. file cabinets

B. washing machines

C. dining room tables

D. four-wheel drive sports utility vehicle (SUVs)

E. numerically-controlled milling machines

55. Today, __________ of companies employ cross-functional teams of professionals to work with customers to improve relationships, find better ways of doing things, and, of course, create and sustain value for their customers.

A. 15%

B. 20%

C. 45%

D. 75%

E. 90%

56. 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 referred to as _________.

A. partnership selling

B. missionary selling

C. order taking

D. team selling

E. formula selling

57. Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called _________.

A. partnership selling

B. missionary selling

C. order taking

D. team selling

E. formula selling

58. FedEx uses sales personnel, carrier management specialists, and engineering and administrative executives who continually find ways to improve the technology of shipping goods across town and around the world. This type of sales approach is called _________.

A. team selling

B. formula selling

C. partnership selling

D. missionary selling

E. order taking

59. The increasing importance of nurturing long-term and widespread relationships with customers has led many firms to adopt a selling approach that uses several professionals to make the sale and win a contract. This approach is referred to as _________.

A. cooperative selling

B. team selling

C. missionary selling

D. account management

E. formula selling

60. The two basic forms of team selling are

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.

61. In conference selling,

A. buyers and sellers meet through a technology-based forum (telephone or video conference call, etc.) because person-to-person meetings are too expensive due to the cost of airfares.

B. the sale has already been finalized but the buyer and seller meet to discuss delivery details.

C. a salesperson and other company resource people meet with buyers to discuss problems and opportunities.

D. a company team conducts an educational program for a customer's technical staff, describing state-ofthe- art developments.

E. a form of mass selling via electronic marketplaces such as eBay, FaceBook, Twitter, etc.

62. FloNetwork, Inc. is a company that has developed automation solutions for electronic marketing. Its software is able to handle all aspects of permission marketing-based campaigns from list generation and e-mail deployment to real-time tracking and in-depth analysis. To sell its system, the company conducts educational programs targeted to the technical staff in a prospective customer's information technology (IT) department to discuss recent technological developments with the product. In this situation, FloNetwork uses

A. partnership selling.

B. seminar selling.

C. conference selling.

D. sales engineers.

E. formula selling.

63. A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as _________.

A. conference selling

B. team selling

C. seminar selling

D. outbound telemarketing

E. formula selling

64. Seminar selling is a method of personal selling in which

A. the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors.

B. a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers.

C. salespeople and other company resource people meet with buyers to discuss problems and opportunities.

D. a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments.

E. a company selling services tries to overcome the problems associated with the intangibility of service.

65. Sales activities occurring before, during, and after the sale itself, consisting of six stages are referred to as

A. the product marketing process.

B. the strategic marketing process.

C. the personal selling process.

D. the consumer purchase decision process.

E. relational selling.

66. The personal selling process refers to

A. the activities that begin with the prospecting of potential leads to the final closing of a sale.

B. the three sales activities that include: identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale.

C. the formalized sales protocol used by a company's salesforce to ensure a consistent quality sales presentation.

D. the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up.

E. the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and arranging for payment.

67. The personal selling process encompasses __________ distinct selling stages.

A. 3

B. 4

C. 5

D. 6

E. 7

68. The search for and qualification of potential customers during the personal selling process is referred to as _________.

A. prospecting

B. customer mining

C. lead initiation

D. cold calling

E. gleaning

69. There are three types of prospects:

A. leads, prospects, and buyers.

B. leads, prospects, and qualified prospects.

C. cold, warm, and hot.

D. awareness, trial, and adoption.

E. primary leads, secondary leads, and final leads.

70. The name of a person who may be a possible customer is referred to as a _________.

A. hot lead

B. cold call

C. lead

D. prospect

E. qualified prospect

71. The customer who wants or needs the product is referred to as a _________.

A. hot lead

B. cold call

C. lead

D. prospect

E. qualified prospect

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

A. activated lead

B. proactive buyer

C. lead

D. hot prospect

E. qualified prospect

73. A(n) __________ is an individual that wants a product, can afford to buy it, and is the decision maker.

A. customer

B. lead

C. prospect

D. qualified prospect

E. gatekeeper

Figure 20-2

74. As shown in Figure 20-2 above, stage "A" in the personal selling process is the ___________ stage.

A. prospecting

B. preapproach

C. approach

D. presentation

E. follow-up

75. As shown in Figure 20-2 above, stage "B" in the personal selling process is the _________ stage.

A. prospecting

B. preapproach

C. approach

D. presentation

E. follow-up

76. As shown in Figure 20-2 above, stage "C" in the personal selling process is the ___________ stage.

A. prospecting

B. preapproach

C. approach

D. presentation

E. follow-up

77. As shown in Figure 20-2 above, stage "D" in the personal selling process is the _________ stage.

A. prospecting

B. preapproach

C. approach

D. presentation

E. follow-up

78. As shown in Figure 20-2 above, stage "E" in the personal selling process is the _________ stage.

A. close

B. preapproach

C. approach

D. presentation

E. follow-up

79. As shown in Figure 20-2 above, stage "F" in the personal selling process is the _________ stage.

A. close

B. preapproach

C. approach

D. presentation

E. follow-up

80. In the personal selling process, a telemarketer for a life insurance firm who calls and asks the head of the household, "If you were to die tomorrow, would your family be cared for?" is engaged in _________.

A. stimulus-response selling

B. closing the sale

C. prospecting

D. order taking

E. creating a preapproach

81. Encyclopedia Britannica pays to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica is engaging in

A. cold-canvassing.

B. order taking.

C. sales follow-up.

D. stimulus-response selling.

E. prospecting.

82. Which of the following statements describes the major difference between a prospect and a qualified prospect?

A. Prospects are more likely than qualified prospects to become customers.

B. During the sales presentation, prospects are more likely to raise objections than qualified prospects.

C. There are generally more qualified prospects than prospects.

D. Qualified prospects have not only the need or desire for your product, but they have the ability and authority to purchase it.

E. A qualified prospect has purchased your product in the past and a prospect has not.

83. 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?

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 the authority to make the decision to buy the advertising.

D. Qualified prospects have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision.

E. Qualified prospects read the newspaper daily and recognize that it is a good advertising medium.

84. Advertising with a coupon or a toll-free number; exhibiting at trade shows and conferences; using the Internet including Web sites and e-mail; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

A. data mining

B. prospecting

C. preapproach

D. approach

E. presentation

85. Russ Berry Company is a company that makes gifts and collectibles. When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops. When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call. The company's sales rep uses _________ to find prospects.

A. stimulus-response selling

B. order taking

C. cold canvassing

D. formula selling

E. closing

86. Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the selling process, Mark was engaged in __________ when he knocked on a door.

A. stimulus-response selling

B. "handshaking"

C. cold canvassing

D. closing

E. traffic generation

87. Which of the following statements regarding cold canvassing is most accurate?

A. Currently there are no federal regulations regarding cold canvassing.

B. Some 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy.

C. Generally, only 1 in 100 cold canvass calls results in a sale, so it is only effective for costly items.

D. Cold calling is the most common type of sales prospecting both in Asia and Latin America.

E. The Telephone Consumer Protection Act not only protects citizens, it ensured the rights of telemarketers to call anyone listed in a public directory whether they chose to be called or not.

88. At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

A. prospecting

B. preapproach

C. approach

D. presentation

E. close

89. What would most likely occur at the preapproach stage in a business selling situation?

A. The order getter would make initial contact with the order taker.

B. The search for and qualification of prospects would begin.

C. The initial meeting would transpire and business would be concluded.

D. A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy.

E. The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determined.

90. The preapproach stage of the personal selling process is especially important in _________.

A. international sales

B. government sales

C. high technology product sales

D. high-ticket item sales

E. the sale of services

91. Which of the following statements regarding the preapproach stage of international selling is most accurate?

A. Customs rarely influences a preapproach protocol.

B. The preapproach stage is shorter and less intensive than with domestic consumers.

C. In most cases, the contact between seller and buyer is initiated by the buyer rather than the seller.

D. Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead.

E. Customs are very important in dictating appropriate protocol.

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

A. prospecting

B. preapproach

C. approach

D. presentation

E. closing

93. During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

A. prospecting

B. preapproach

C. approach

D. presentation

E. closing

94. At the __________ stage in the personal selling process, a salesperson gains a prospect's attention, stimulates interest, and builds the foundation for the sales presentation itself.

A. prospecting

B. preapproach

C. approach

D. qualifying

E. trial close

95. In the __________ stage of the personal selling process, the first impression is critical.

A. prospecting

B. preapproach

C. approach

D. close

E. follow-up

96. At the __________ stage in the personal selling process, a salesperson's physical appearance, speech habits, personality, and even hygiene will have the greatest impact.

A. prospecting

B. preapproach

C. approach

D. presentation

E. close

97. At the __________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

A. preapproach

B. approach

C. presentation

D. close

E. follow-up

98. Three major presentation formats exist: (1) stimulus-response format; (2) ___________; and (3) needsatisfaction format.

A. cold call format

B. formula selling format

C. stimulus-satisfaction format

D. stimulus-selling format

E. persuasive sales format

99. Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) _________.

A. cold call format

B. need-satisfaction format

C. stimulus-satisfaction format

D. stimulus-selling format

E. persuasive sales format

100.A selling format that assumes that given the appropriate prompts by a salesperson, the prospect will buy is referred to as a _________.

A. formula selling presentation

B. stimulus-response presentation

C. stimulus-satisfaction presentation

D. stimulus-selling presentation

E. persuasive sales presentation

101.A stimulus-response presentation refers to a format that

A. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.

B. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.

C. assumes that given the appropriate stimulus by a salesperson, the prospect will buy.

D. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

E. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

102.Suggestive selling is a form of _________.

A. formula selling presentation

B. stimulus-response presentation

C. needs-satisfaction presentation

D. hard sell presentation

E. formalized sales presentation

103.A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have any room left for dessert."

A. inquiry selling

B. suggestive selling

C. formula selling

D. method selling

E. canned sales presentation

104.A waitress at a Chili's restaurant is using __________ when she asks a family if "they have any room left for dessert."

A. stimulus-response presentation

B. formula-selling

C. need-satisfaction selling

D. consultative selling

E. a transactional sales presentation

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

A. traditional hard sell

B. formula selling presentation

C. stimulus-response presentation

D. needs-satisfaction presentation

E. a straight rebuy sales-pitch

106.Formula selling presentation refers to a format that

A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.

C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.

D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy.

E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

107.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./Mrs. 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 instructed Tracy to use

A. a stimulus-response presentation.

B. a needs-satisfaction presentation.

C. a formula selling presentation.

D. suggestive selling.

E. consultative selling.

108.A memorized, standardized message conveyed to every prospect is referred to as a _________.

A. stimulus-response presentation

B. directed selling presentation

C. canned sales presentation

D. memorized sales format

E. standardized sales format

109.Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

A. need-satisfaction presentation

B. canned sales presentation

C. stimulus-response presentation

D. cold canvassing

E. directed selling presentation

11. Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes; and (3)

A. play a key role in research and development.

B. are the ultimate channel of distribution.

C. provide the most valuable resource for segmenting and selecting target markets.

D. may play a dominant role in a firm's marketing program.

E. are one of many people in a firm that contacts potential customers.

12. Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers; (2) ___________; and (3) may play a dominant role in a firm's marketing program.

A. play a key role in research and development

B. are the company in a consumer's eyes

C. play a dominant role in implementing an organization's pull strategy

D. provide the most valuable resource for segmenting and selecting target markets

E. are one of many people in a firm that contacts potential customers

13. Which of the following statements regarding the role of salespeople is most accurate?

A. Salespeople can identify creative solutions to customer problems.

B. Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates.

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 offer the greatest customer security.

E. Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

14. Which of the following statements regarding the role of salespeople is most accurate?

A. Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates.

B. Salespeople create customer value by providing follow through after the sale.

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 offer the greatest customer security.

E. Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

15. Relationship selling refers to

A. the assignment of a single salesperson to a single customer throughout the entire sales process.

B. the practice of using an entire team of professionals in selling to and servicing major customers.

C. when buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.

D. an exchange in which the customer is involved not simply in the final transaction but in the entire process from concept development to final sale.

E. the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service.

16. The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as _________.

A. order processing

B. order taking

C. customer value creation

D. relationship selling

E. partnership selling

17. The primary way in which relationship selling creates customer value is by

A. assigning a single sales representative to a single customer.

B. learning the customer's needs and tailoring solutions to their problems in order to maintain a long-term relationship of trust and respect.

C. guaranteeing fair and equitable prices for each client regardless of the size of the purchase.

D. providing cumulative discounts based on customer loyalty and the length of the customer relationship.

E. guaranteeing fair and equitable sales practices for each client regardless of the size of the purchase.

18. The practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer is referred to as

A. multichannel selling.

B. cross-functional selling.

C. partnership selling.

D. team selling.

E. customized ordering.

19. Partnership selling refers to

A. the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service.

B. the practice of using an entire team of professionals in selling to and servicing major customers.

C. an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit.

D. a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit.

E. the practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.

20. Partnership selling is sometimes referred to as _________.

A. transactional selling

B. strategic selling

C. creative selling

D. synergistic selling

E. enterprise selling

21. IBM has 30 information technology hardware and software specialists, business consultants, and engineers working at Charles Schwab, a large brokerage firm, all under the direction of a senior IBM sales executive. They are creating and managing a complex financial planning system that helps Schwab clients with their retirement planning. This is an example of _________.

A. transactional selling

B. strategic alliance selling

C. creative selling

D. synergistic selling

E. partnership selling

22. Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

A. size of the salesforce; financial outlay

B. amount of selling done; amount of creativity

C. complexity of the product; amount of sales training

D. amount of creativity; amount of sales training

E. complexity of the product; financial outlay

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

A. customer sales support

B. order fulfillment

C. order management

D. order processing

E. account supervisor

24. An order taker is refers to a

A. salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.

B. salesperson who processes routine orders or reorders for products that were already sold by the company.

C. salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service.

D. a person on the selling team who is responsible for obtaining qualified leads.

E. member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

25. A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) _________.

A. order getter

B. missionary salesperson

C. order taker

D. sales engineer

E. order processor

26. The primary responsibility of order takers is to

A. "preach" the benefits of a new product or service, to a customer, rather than close the sale.

B. preserve an ongoing relationship with existing customers and maintain sales.

C. build market share in his or her territory.

D. convince a customer from a competitor to switch to the firm's product or brand.

E. create a sense of goodwill not only to the brand but also to the entire product mix of the firm.

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

A. an outside order taker

B. an order getter

C. a missionary salesperson

D. a sales engineer

E. an inside order taker

28. Which form of personal selling has the lowest requirement for problem solving?

A. order taker

B. order getter

C. sales engineer

D. missionary salesperson

E. partnership selling

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

A. inside order takers; outside order takers

B. inside order getters; outside order getters

C. outside order takers; inside order takers

D. salesclerks; telemarketers

E. order clerks; outside order takers

30. Salespeople called outside order takers visit customers and __________ of resellers.

A. solve most of the technical problems

B. represent products with many purchase options

C. replenish inventory stocks

D. help design the product displays

E. train personnel management

31. John Whitaker works for American Greetings. Included in his job description are the following responsibilities: (1) stock and arrange point-of-purchase displays of present customers—60 percent of his work week and (2) receive orders from customers and complete the transactions—40 percent of his work week. Whitaker engaged in which type of selling?

A. outside order taking

B. relationship selling

C. inside order taking

D. outside order getting

E. missionary sales

Figure 20-1

32. The Dorito's salesperson shown in Figure 20-1 above is an __________ who is taking inventory of available product at a supermarket.

A. inside order taker

B. inside sales getter

C. outside order taker

D. outside sales manager

E. order getter

33. Inside order takers are also referred to as _________.

A. managers

B. directors

C. missionaries

D. salesclerks

E. go-getters

34. The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as _________.

A. inbound telemarketing

B. outbound telemarketing

C. outbound videoconferencing

D. interactive marketing

E. multichannel selling

35. Marilyn called the Butterball hotline to learn how to prepare her Thanksgiving turkey and dressing. The toll-free number that Butterball uses each holiday season to provide information on how to prepare turkey is an example of _________.

A. interactive marketing

B. multichannel selling

C. inbound telemarketing

D. outbound telemarketing

E. social networking

36. When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens Web site, she was using _________.

A. interactive marketing

B. multichannel selling

C. inbound telemarketing

D. outbound telemarketing

E. social networking

 

110.Which of the following statements describes a major drawback associated with canned sales presentations?

A. A canned sales presentation provides too little information to prospects.

B. A canned sales presentation is difficult for inexperienced salespeople to use.

C. A canned sales presentation allows little room for customer feedback.

D. A canned sales presentation is too expensive and time consuming.

E. A canned sales presentation lacks consistency.

111.The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

A. formula selling presentation

B. stimulus-response presentation

C. need-satisfaction presentation

D. marketing concept presentation

E. relationship selling presentation

112.A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a _________.

A. formula selling presentation

B. stimulus-response presentation

C. need-satisfaction presentation

D. relationship selling presentation

E. marketing concept presentation

113.A need-satisfaction presentation refers to a presentation format that

A. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.

B. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.

C. assumes that given the appropriate stimulus by a salesperson, the prospect will buy.

D. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

114.The car salesman was overheard having the following conversation with a prospective customer: "What type of driving do you do?" "How many people will you usually have riding in your car?" "Maybe, you should look at vans instead of sedans." From this information, you should recognize the car salesman was using a

A. stimulus-response presentation.

B. formula selling presentation.

C. need-satisfaction presentation.

D. persuasive selling presentation.

E. canned sales presentation.

115.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.

A. need-satisfaction

B. formula

C. stimulus-response

D. creative

E. problem resolution

116.Two selling styles associated with the need-satisfaction presentation format are

A. adaptive selling and confrontational selling.

B. suggestive selling and canned selling.

C. adaptive selling and suggestive selling.

D. adaptive selling and consultative selling.

E. suggestive selling and consultative selling.

117.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 _________.

A. relationship selling

B. adaptive selling

C. consultative selling

D. proactive selling

E. cooperative selling

118.Adaptive selling refers to a presentation format that

A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.

C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.

D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy.

E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

119.As a salesperson asks questions about a prospect's transportation system, the prospect says, "What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market. The salesperson has engaged in

A. adaptive selling.

B. suggestive selling.

C. formula selling.

D. consultative selling.

E. relationship selling.

120.Consultative selling refers to a presentation format that

A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.

C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.

D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy.

E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

121.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

A. adaptive selling.

B. suggestive selling.

C. formula selling.

D. consultative selling.

E. relationship selling.

122.Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

A. ensures follow-up.

B. can be evaluated.

C. is financially equitable.

D. is ethical.

E. is sustainable.

123.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)

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.

124.Excuses for not making a purchase commitment or decision are referred to as _________.

A. rationalizations

B. equivocations

C. objections

D. refusals

E. qualifications

125.There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, agree and neutralize, accept the objection, denial, and _________.

A. redirect the conversation

B. ignore the objection

C. probe by asking additional questions

D. defer to a supervisor

E. distract by identifying competitor shortcomings

126.There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, agree and neutralize, __________ denial, and ignore the objections.

A. redirect the conversation

B. accept the objection

C. defer to a supervisor

D. probe by asking additional questions

E. distract by identifying competitor shortcomings

127.There are six commonly used techniques to deal with objections: acknowledge and convert the objection, postpone, _________, accept the objection, denial, and ignore the objections.

A. redirect the conversation

B. defer to a supervisor

C. agree and neutralize

D. probe by asking additional questions

E. distract by identifying competitor shortcomings

128.There are six commonly used techniques to deal with objections: acknowledge and convert the objection, _________, agree and neutralize, accept the objection, denial, and ignore the objections.

A. postpone

B. redirect the conversation

C. defer to a supervisor

D. probe by asking additional questions

E. distract by identifying competitor shortcomings

129.There are six commonly used techniques to deal with objections: _________, agree and neutralize, accept the objection, denial, and ignore the objections.

A. redirect the conversation

B. defer to a supervisor

C. probe by asking additional questions

D. distract by identifying competitor shortcomings

E. acknowledge and convert the objection

130.Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

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 really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."

D. "Where did you hear that? Your source must have erroneous information."

E. "As I was saying,…."

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

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 really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."

D. "Where did you hear that? Your source must have erroneous information."

E. "As I was saying,…."

132.During the sales presentation, the prospect interrupted the salesperson's presentation and said, "Wait a minute. This looks like it's going to cost too much." The salesperson responded, "I think you'll be delighted with how relatively inexpensive this program is. I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

A. acknowledge and convert the objection

B. postpone

C. agree and neutralize

D. denial

E. ignore the objection

133.Which of the following statements should the salesperson use to agree with and neutralize an objection?

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 really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."

D. "Where did you hear that? Your source must have erroneous information."

E. "As I was saying,…."

134.Which of the following statements should the salesperson use to accept the objection?

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 really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."

D. "Where did you hear that? Your source must have erroneous information."

E. "As I was saying,…."

135.You respond by saying courteously, "You're absolutely right, and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

A. postpone

B. denial

C. agree and neutralize

D. ignore

E. convert

136.Which of the following statements should the salesperson use as a denial response to a prospect's objection?

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 really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."

D. "Where did you hear that? Your source must have erroneous information."

E. "As I was saying,…."

137.Doug Ames sells Mercedes Benz automobiles. While making his sales presentation to a newly qualified prospect, the prospect said, "Doug, I would really like to buy the car, but, you know, the price of the automobile is just too high." In order to answer the prospect's objection, Ames responded, "Sir, you are correct. The price of the Mercedes Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car, the high resale value of the car, the dependability, and the prestige associated with the Mercedes Benz. What technique did Ames use to handle the prospect's objection?

A. the postpone technique

B. the agree and neutralize technique

C. the denial technique

D. the accept the objection technique

E. the acknowledge and convert technique

164.An effective sales plan objective should be

A. general, measurable, and flexible.

B. profitable, subjective, and measurable.

C. precise, profitable, and flexible.

D. precise, measurable, and time specific.

E. general, flexible, and profitable.

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

A. order-taking

B. business-to-business

C. business-to-consumer

D. missionary

E. partnership

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

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

167.An insurance company is considering using independent sales agents who would receive 7 percent sales commission on sales or its own insurance salespeople who would receive 5 percent commission, salaries, and benefits. Additionally, with a company salesforce, sales administration costs would be incurred for a total fixed cost of $650,000 per year. At what level of sales would independent salespeople be less costly?

A. $650,000

B. $3,250,000

C. $6,500,000

D. $32,500,000

E. $35,200,000

168.If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose:

A. dollar volume, unit volume, and market share.

B. geography, customer, and product.

C. NAICS, market size, and geography.

D. market size, market share, and market type.

E. dollar volume, unit volume, and profit.

169.A __________ is the simplest structure, where the United States or indeed the globe, is first divided into regions and each region is divided into districts or territories.

A. product organization

B. customer sales organization

C. geographic sales organization

D. demographic sales organization

E. NAICS sales organization

170.An advantage of a geographical sales organization is

A. more effective, specialized customer support.

B. smaller costs for sales calls.

C. minimize travel time, expenses, and duplication of selling effort.

D. reduced number of salespersons in the salesforce.

E. few required sales managers.

171.A geographical sales organization would not be the best structure if

A. a firm is trying to reduce duplication of selling effort.

B. a firm is trying to minimize travel time.

C. a firm's products or customers require specialized knowledge.

D. different buyers have similar needs

E. there is a need to increase the number of salespersons in the salesforce.

172.Which form is the simplest of salesforce organizational structure?

A. profit

B. customer

C. product

D. geographical

E. market

159.Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

A. recruiting and selecting the salesforce, training the salesforce, and compensating the salesforce

B. developing account management policies, implementing the account management policies, and evaluating the account management policies

C. setting sales objectives, organizing the salesforce, and developing account management policies

D. organizing the salesforce, establishing quantitative assessment, and implementing follow-up

E. organizing the salesforce, setting motivational sales quotas, and evaluating the individual members of the salesforce

160.Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses.

A. input-related; output-related

B. output-related; input-related

C. financially-related; accounting-related

D. customer-related; salesperson-related

E. short-term; long-term

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

A. output-related

B. input-related

C. profit-related

D. expertise-related

E. behaviorally-related

162.The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager used a __________ sales objective.

A. output-related

B. input-related

C. behavior-related

D. cold-call related

E. market-related

163.The sales manager instructed the salesperson to "Make five hundred customer contacts between January 1st and July 1st." The sales manager used a(n) __________ sales objective.

A. output-related

B. input-related

C. behavior-related

D. comprehensive-related

E. market-related

 

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

A. sales response compensation plan

B. combination compensation plan

C. straight sales compensation plan

D. straight commission compensation plan

E. market share compensation plan

218.The most frequently used type of compensation plan for salespeople is a _________.

A. straight salary compensation plan

B. straight commission compensation plan

C. combination compensation plan

D. weighted compensation plan

E. market share compensation plan

219.White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non-selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

A. Give a raise to every salesperson as a motivating tool.

B. Provide a base salary and a commission on sales generated.

C. Provide year-end bonuses to reward the salesforce personnel who perform the best.

D. Offer straight salaries and give raises if the sales go up.

E. Offer straight commission and if sales improve, raise the commission rates.

220.Which of the following statements regarding salesforce compensation plans is most accurate?

A. The most preferred compensation plan among sales people is the straight commission plan.

B. Ineffective practices often lead to costly salesforce turnovers.

C. Nonmonetary rewards are not very effective as salesforce motivators.

D. New recruits are often more productive than seasoned professionals.

E. The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.

221.____________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

A. The Home Shopping Network

B. Mary Kay Cosmetics

C. General Motors

D. Tupperware

E. World Book Encyclopedia

222.Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan, such as those involving

A. new sales, new lead generation, and customer billing.

B. sales calls, selling expenses, and account management policies.

C. selling expenses, profits generated, and account management policies.

D. new lead generation, sales quotas, and sales increases over the previous evaluation period.

E. recruitment, selection, and training of new sales representatives.

223.Quantitative assessments of sales performance may be based on output-related measures, such as

A. dollar or unit sales volume, last year/current year sales ratio, and new accounts generated.

B. sales calls, selling expenses, and account management policies.

C. selling expenses, profits generated, and emotional intelligence quotient.

D. new lead generation, sales quotas, and sales increases over the previous evaluation period.

E. recruitment, selection, and training of new sales representatives.

224.A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

A. sales call report

B. selling expense report

C. sales quota

D. last year/current year sales ratio report

E. salesforce plan

225.Sales quota refers to

A. the ratio of sales calls made to actual sales closed.

B. the minimum number of sales that must be made before a salesperson can be paid.

C. the maximum threshold for satisfactory performance during an annual performance evaluation.

D. the maximum number of sales that can be made before receiving a commission on sales.

E. the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

226.A sales quota contains goals, such as sales produced, accounts generated, profit achieved, and/or

A. sales of specific products.

B. new clients contacted.

C. reports filed.

D. complaints received.

E. customer enquiries.

227.Behavioral measures used to evaluate salespeople include assessments of a salesperson's _________, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor.

A. attitude

B. patience

C. intelligence

D. personal values

E. personal ethics

228.As a 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. the salesperson has not been working hard enough.

B. the salesperson is selling too many high margin products.

C. the salesperson is selling too many low margin products.

D. the salesperson's sales quota is too low.

E. the salesperson's sales quota is too high.

229.MooreChem created a marketing dashboard for each of its sales representatives. These dashboards included seven measures—sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction. Each metric was gauged to show actual salesperson performance

A. in terms of company rank.

B. relative to the rest of the sales team.

C. relative to target goals.

D. plus expectations for the next two years.

E. based upon previous years of experiences.

230.The use of computer, information, communication, and Internet technology to make the sales function more effective and efficient is referred to as ____________.

A. automated selling

B. direct selling

C. salesforce automation

D. salesforce computerization

E. salesforce networking

231.Salespeople for Godiva Chocolates use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers. The use of __________ helps the

Godiva salesforce provide customer service.

A. salesforce technology

B. time management software

C. order processing software

D. proposal presentation software

E. salesforce networking

232.Hewlett-Packard recently shifted its entire U.S. salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/ copier, cellular phone, two phone lines, and office furniture. Such decreased selling costs are among the benefits of _________.

A. direct selling

B. inbound teleselling

C. salesforce automation

D. salesforce networking

E. account management policies

233.Xerox's decline was reversed with

A. frequent sales calls on its retailers to build trust.

B. a sales organization that focused on customer relationships.

C. the gathering of competitive intelligence.

D. a reactive approach to establishing channels of distribution.

E. the effective use of cold canvassing sales calls.

234.When Mulcahy became CEO, Xerox began a shift to a _________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

A. multi-tiered sales system

B. consultative selling model

C. salesforce automation system

D. product-oriented sales organization

E. geographic-oriented sales organization

235.The sales process at Xerox typically follows the six stages of the personal selling process. During the first stage, Xerox identifies potential clients through _________.

A. sending their salesforce to visit competitors' customers

B. responses to advertising, referrals, and telephone calls

C. sending their salesforce to visit former customers to win them back

D. an agreement with local repair shops who supply customer information in exchange for the right to carry Xerox products in their stores

E. selling printer paper with the Xerox watermark to create brand awareness

236.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

A. having a cross-functional team conference 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.

237.The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests _________.

A. several product alternatives

B. several solutions to perceived problems the salesforce has identified

C. different pricing options

D. a meeting and presentation

E. a visit to corporate headquarters for a complete tour of the facilities

238.The sales process at Xerox typically follows the six stages of the personal selling process. During the fourth stage, as the presentation begins, the salesperson

A. summarizes relevant information about potential solutions.

B. explains why competitor's products are inferior.

C. requests a meeting with the company gatekeeper.

D. requests a meeting with the official buyer to determine the possibility of a sale.

E. gets a signed document or confirmation of the sale.

239.The 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).

A. a soft close

B. an action close

C. a interrogative close

D. an urgency close

E. a conditional close

240.The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to

A. remove all competitors' products from the clients' offices.

B. sell ancillary and complementary products.

C. provide assistance and monitor the effectiveness of the installed solution.

D. request leads for other potential sales.

E. offer special price incentives for future pre-buys.

 

173.The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the regional manager." From this information, it would appear the company that issued the memo uses a ___________ organization for its salesforce.

A. profit

B. customer

C. product

D. geographical

E. market

174.When different types of buyers have different needs, a __________ is used.

A. multi-reseller organization

B. customer organization

C. geographical organization

D. market segmentation organization

E. multi-level marketing organization

175.A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as _________.

A. multi-reseller organization

B. customer organization

C. geographical organization

D. market segmentation organization

E. multi-level marketing organization

176.A disadvantage of a customer sales organization is

A. the need to assign just one salesperson to local, regional, national, and global territories.

B. an increased need for multilingual salespeople.

C. the smaller number of qualified sales managers.

D. the need for close teamwork amongst a diverse salesforce.

E. higher administrative costs and some duplication of selling effort.

177.Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

A. NAICS

B. customer

C. product

D. geographical

E. market segmentation

178.The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term relationships is referred to as _________.

A. relationship marketing

B. relationship selling

C. customer account management

D. key account management

E. needs-satisfaction selling

179.Key account management refers to

A. the assignment of a single salesperson to a single customer throughout the course of the entire sale.

B. the practice of assigning the highest performing salesperson to the clients with the most profitable accounts.

C. the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term cooperative relationships.

D. a sales relationship that involves a face-to-face, person-to-person encounter rather than a sale made through extranets or written correspondence.

E. the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service.

180.The use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as _________.

A. sales analysis

B. formula selling

C. adaptive selling

D. consultative selling

E. key account management

181.When specific knowledge is required to sell certain types of products, then a __________ is used.

A. territorial organization

B. customer organization

C. geographical organization

D. multi-level marketing organization

E. product organization

182.The advantage of a product sales organization is that

A. the number of salespersons in the salesforce can be reduced.

B. there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation.

C. salespeople can develop expertise with technical characteristics, applications, and selling methods associated with a particular product or family of products.

D. it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another.

E. fewer sales managers are required since the salesforce is paid strictly on commission.

183.ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion. At one time, ABB had a salesforce that sold only generators, one that only sold boilers, another that only sold transformers, and so forth. Each of its salespeople was an expert on the items he or she sold. Its salesforce was organized by _________.

A. workload

B. customer

C. geography

D. product

E. size

184.The workload method

A. determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories.

B. identifies the target market that most closely meets the special skills of the salesforce.

C. determines 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 figure.

D. describes what is to be achieved and where and how the selling effort of salespeople is to be deployed.

E. determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's product(s).

185.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 a _________.

A. workload method

B. workhorse method

C. sales equity formula

D. territory distribution matrix

E. salesforce allocation method

186.The __________ is a common formula-based approach for determining the size of a salesforce.

A. sales response function

B. account management method

C. workhorse method

D. salesforce allocation method

E. workload method

187.A policy that specifies whom 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

A. sales response management policies.

B. territorial management policies.

C. account management policies.

D. customer management policies.

E. salesforce management policies.

188.Account management policies refer to

A. policies that specify how salespeople will be compensated and how sales performance will be evaluated.

B. policies that specify which products or services will be offered to consumers, through which outlets, and at what price.

C. policies that specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole.

D. policies that specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out.

E. policies that determine the sales quotas for the upcoming year based upon past sales performance and current forecasting.

189.Aspects of __________ policies might include which individuals in a buying organization should be contacted, the amount of sales and service effort that different customers should receive, and the kinds of information salespeople should collect before or during a sales call are referred to as

A. sales response management

B. territorial management

C. account management

D. customer management

E. salesforce management

190.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

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.

D. low, and the sales organization has a low competitive position.

E. high, and the sales organization has strong competitive position.

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

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 a 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.

192.The three major tasks involved in the implementation stage of the sales management process are: salesforce recruitment and selection; salesforce training; and _________.

A. setting sales objectives

B. developing account management policies

C. salesforce motivation and compensation

D. salesforce evaluation

E. assignment of territories and/or accounts

193.A job analysis refers to

A. a thorough evaluation of a salesperson's performance based upon both input and output objectives.

B. a detailed assessment to determine what occurred at which stage in the process that prevented a qualified lead from being converted into a sale.

C. a study of a particular sales position, including how the job is to be performed and the tasks that make up the job.

D. a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan.

E. a performance contract used to evaluate the performance not only of a single salesforce member but also of the entire salesforce team.

194.Information from the __________ is used to write a job description.

A. salesforce compensation plan

B. sales plan

C. job analysis

D. sales performance audit

E. personal performance plan

195.Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

A. job description

B. sales plan

C. job analysis

D. sales performance audit

E. personal performance plan

196.A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

A. job description

B. sales plan

C. job analysis

D. sales performance audit

E. personal performance plan

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

A. empathetic intelligence

B. emotional empathy

C. emotional intelligence

D. subliminal intelligence

E. cognitive empathy

198.Emotional intelligence refers to _________.

A. the ability to anticipate and overcome a potential customer's objections

B. a measurement to determine a person's patience in stressful selling situations

C. a method of measuring the potential of people who have not had formal schooling

D. the ability to pick up personal cues, ticks, or tells, that help salespeople read their customers in order to make a sale

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

199.There are five dimensions to emotional intelligence: ___________; self-awareness; the ability to manage one's emotions and impulses; empathy; and social skills.

A. the ability to read body language

B. sense of humor

C. self-motivation

D. the ability to be positive

E. a need to be in control

200.There are five dimensions to emotional intelligence: self-motivation, ___________; the ability to manage one's emotions and impulses; empathy; and social skills.

A. the ability to read body language

B. sense of humor

C. the ability to be positive

D. self-awareness

E. a need to be in control

201.There are five dimensions to emotional intelligence: self-motivation; self-awareness; ___________: empathy; and social skills.

A. the ability to read body language

B. sense of humor

C. the ability to be positive

D. the ability to manage one's emotions and impulses

E. a need to be in control

202.There are five dimensions to emotional intelligence: self-motivation; self-awareness; the ability to manage one's emotions and impulses; ___________; and social skills.

A. empathy

B. sense of humor

C. the ability to read body language

D. the ability to be positive

E. a need to be in control

203.Which of the following statements about salesforce training is most accurate?

A. The training of sales managers is both expensive and extensive, unlike the training of salespeople, which is relatively inexpensive and short-term.

B. A major flaw in the sales industry is a lack of employer-sponsored training.

C. Sales ability is instinctive; it cannot be taught.

D. Whereas recruitment and selection of salespeople is a onetime event, salesforce training is an ongoing process that affects both new and seasoned salespeople.

E. A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills.

204.Which type of salesforce training is the most popular type of training?

A. individual instruction

B. formal classes

C. seminars taught by sales trainers

D. on-the-job training

E. computer-based training

205.Research indicates that there are four key factors involved with salesforce motivation: (1) ___________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

A. a clear job description

B. constructive criticism

C. an opportunity for professional growth

D. a moderate degree of competitive spirit within a team

E. adequate time for bookkeeping and paperwork

206.Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) ___________; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

A. an opportunity for professional growth

B. a moderate degree of competitive spirit within a team

C. effective sales management practices

D. constructive criticism

E. adequate time for bookkeeping and paperwork

207.Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) effective management practices; (3) ___________; and (4) proper compensation, incentives, or rewards.

A. an opportunity for professional growth

B. a personal need for achievement

C. constructive criticism

D. adequate time for bookkeeping and paperwork

E. a moderate degree of competitive spirit within a team

208.The three commonly used compensation plans are:

A. incremental salary, input-based commission, and output-based commission.

B. straight salary, straight commission, and graded-scale competitive pay.

C. percentage of sales, percentage of profits, and straight salary.

D. straight salary, straight commission, and a combination of salary and commission.

E. straight commission, percentage of market share, and a combination of salary and commission.

209.With a _________, a salesperson is paid a fixed fee per week, month, or year.

A. sales response compensation plan

B. combination compensation plan

C. straight salary compensation plan

D. straight commission compensation plan

E. market share compensation plan

210.An advantage of the straight salary compensation plan is

A. it provides an incentive to expand sales volume.

B. it can be easily adapted to changes in the economy.

C. it doesn't include nonselling activities that take time away from selling.

D. salaries can be lower.

E. it is easy to administer.

211.When Daniel was hired to work for Bush Refrigeration Company, he was told, "The sales training program is 18 weeks, and we'll pay you $750 per week during that time." While in training, the company used a __________ to compensate Daniel for his time and effort.

A. sales response compensation plan

B. combination compensation plan

C. straight salary compensation plan

D. straight commission compensation plan

E. market share compensation plan

212.A straight commission compensation plan is one

A. that assigns the same commission percentage regardless of a product's value, number sold, or difficulty level of the sales effort.

B. in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated.

C. that determines fair and equitable compensation that includes a weighted system for different types of items or different sized territories.

D. in which the salesperson is paid a fixed amount per week, month, or year.

E. in which a salesperson's earnings are directly tied to the sales or profits he or she generates.

213.With a _________, a salesperson's earnings are directly tied to sales or profits generated.

A. sales response compensation plan

B. combination compensation plan

C. straight sales compensation plan

D. straight commission compensation plan

E. market share compensation plan

214.A disadvantage of a straight commission compensation plan is

A. it provides incentive to expand sales volume.

B. it can detract 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.

215.A straight commission compensation plan is well-suited to sales positions where

A. nonselling activities are minimal.

B. there is lively competition in the industry.

C. no technological background is necessary.

D. most salespeople are working towards management positions.

E. extensive nonselling activities are essential for closing a sale.

216.When after completing an 18-week sales training program, Joshua was told, "You will be paid 4 percent on net dollar volume up to $10 million. Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ for him after he completes his sales training program.

A. sales response compensation plan

B. combination compensation plan

C. straight sales compensation plan

D. straight commission compensation plan

E. market share compensation plan

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

A. approach

B. presentation

C. closing

D. follow-up

E. sale

139.The closing stage in the selling process involves obtaining a purchase commitment from the prospect. This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Telltale signals indicating a readiness to buy include

A. body language, statements, and questions.

B. questions, financial negotiation, and counteroffers.

C. negotiations, questions, and requests for assurance.

D. eye contact, body language, and requests for assurance.

E. questions, statements, and financial negotiations.

140.Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are __________ closes.

A. assumptive, trial, and presumptive

B. presumptive, trial, and final

C. trial, assumptive, and urgency

D. trial, final, and urgency

E. assumptive, presumptive, and final

141.A trial close refers to

A. asking the prospect to make a decision on some aspect of the purchase.

B. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase.

C. committing the prospect quickly by making references to the time limits of the purchase.

D. making an exchange of money or other unit of value.

E. asking the prospect to make choices concerning delivery, warranty, or financing terms.

142.Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n) __________ close.

A. urgency

B. preemptory

C. presumptive

D. trial

E. final

143.An assumptive close refers to

A. asking the prospect to make a decision on some aspect of the purchase.

B. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase.

C. committing the prospect quickly by making references to the time limits of the purchase.

D. making an exchange of money or other unit of value.

E. asking the prospect to make choices concerning delivery, warranty, or financing terms.

144.At the end of her sales presentation, the salesperson asks, "Will you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) _________.

A. assumptive close

B. consultative close

C. proactive close

D. urgency close

E. adaptive close

145.An urgency close refers to

A. asking the prospect to make a decision on some aspect of the purchase.

B. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase.

C. committing the prospect quickly by making references to the time limits of the purchase.

D. making an exchange of money or other unit of value.

E. asking the prospect to make choices concerning delivery, warranty, or financing terms.

146.Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers. When its salesperson told the prospect, "For this week only, we will pay the all the shipping costs for new customers," the salesperson was using a(n) _________.

A. reactive close

B. assumption close

C. urgency close

D. consultative close

E. definitive close

147.When a salesperson in the computer store asks, "Will that be a charge or cash?", he has executed which stage of the personal selling process?

A. approach

B. presentation

C. handling objections

D. closing

E. follow-up

148.Russ Berry Company sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?", he has executed which stage of the selling process?

A. approach

B. presentation

C. handling objections

D. close

E. follow-up

149.At which stage in the personal selling process would the salesperson ask the customer whether he or she is satisfied with the product?

A. assumptive close

B. final close

C. urgency close

D. follow-up

E. postpurchase evaluation

150.The final stage in the personal selling process is referred to as _________.

A. presentation

B. assumptive close

C. trial close

D. urgency close

E. follow-up

151.A representative from AT&T called Dr. Michaels after he switched to their new U-verse system. They wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of a __________ call.

A. assumptive

B. preemptive

C. follow-up

D. prospecting

E. courtesy

152.One 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.

A. 25%

B. 30%

C. 40%

D. 50%

E. 75%

153.Sales management consists of three interrelated functions: (1) ___________; (2) sales plan implementation; and (3) salesforce evaluation.

A. salesforce compensation

B. sales plan formulation

C. salesforce communication

D. salesforce size determination

E. salesforce training

154.Sales management consists of three interrelated functions: (1) sales plan formulation; (2) ____________; and (3) salesforce evaluation.

A. salesforce compensation

B. salesforce size determination

C. sales plan implementation

D. salesforce communication

E. salesforce training

155.A sales plan refers to a(n)

A. method of determining a fair and equitable compensation plan.

B. method of identifying the target markets that most closely meet the special skills of the salesforce.

C. 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 figure.

D. statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.

E. method that specifies times and places for direct communications between salespeople and their supervisor.

156.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(n) _________.

A. sales plan

B. salesforce framework

C. sales protocol

D. workload plan

E. sales assessment

157.Formulating the sales plan involves three tasks: (1) ___________; (2) organizing the salesforce; and (3) developing account management policies.

A. hiring sales reps

B. developing the sales plan

C. establishing the budget

D. setting objectives

E. identifying qualified leads

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

A. hiring sales reps

B. developing the marketing plan

C. establishing the budget

D. developing account management policies

E. identifying qualified leads

 

 
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