Question 1

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.

Accepted Answer

A)  25%
B)  50%
C)  100% (or the same as) 
D)  200% (or double) 
E)  300% (or triple) F) B) and D)
G) A) and D)

Question 2

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

Accepted Answer

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.F) C) and D)
G) A) and B)

Question 3

A disadvantage of a customer sales organization is

Accepted Answer

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.F) A) and C)
G) A) and D)

Question 4

The three commonly used compensation plans are:

Accepted Answer

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.F) B) and C)
G) A) and D)

Question 5

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

Accepted Answer

A)  multi-reseller
B)  customer
C)  geographical
D)  market segmentation
E)  multi-level marketingF) A) and B)
G) A) and D)

Question 6

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

Accepted Answer

A)  stimulus-response presentation
B)  a transactional sales presentation
C)  need-satisfaction selling
D)  consultative selling
E)  formula-sellingF) B) and E)
G) All of the above

Question 7

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.

Accepted Answer

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 takersF) B) and C)
G) D) and E)

Question 8

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.

Accepted Answer

A)  urgency close
B)  follow-up
C)  assumptive close
D)  presentation
E)  trial closeF) A) and B)
G) A) and C)

Question 9

-Figure 17-3 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Accepted Answer

A)  sales plan implementation
B)  salesforce evaluation
C)  salesforce determination
D)  salesforce communication
E)  sales plan formulationF) A) and B)
G) A) and C)

Question 10

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

Accepted Answer

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.F) C) and D)
G) A) and C)

Question 11

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

Accepted Answer

A)  stimulus-response presentation
B)  canned sales presentation
C)  directed selling presentation
D)  mnemonic sales format
E)  standardized sales formatF) C) and E)
G) C) and D)

Question 12

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

Accepted Answer

A)  avatars
B)  territory matrixes
C)  sales equity formulas
D)  technology
E)  botsF) A) and B)
G) D) and E)

Question 13

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

Accepted Answer

A)  consumer getting
B)  order processing
C)  online telemarketing
D)  order taking
E)  suggestive sellingF) None of the above
G) D) and E)

Question 14

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

Accepted Answer

A)  redirect the conversation
B)  ignore the objection
C)  probe by asking additional questions
D)  defer to a supervisor
E)  distract by identifying competitor shortcomingsF) A) and B)
G) A) and C)

Question 15

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

Accepted Answer

A)  hiring sales reps
B)  developing the marketing plan
C)  establishing the budget
D)  developing account management policies
E)  identifying qualified leadsF) A) and C)
G) None of the above

Question 16

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

Accepted Answer

A)  Avon
B)  General Motors
C)  Tiffany & Co.
D)  Fran Wilson
E)  Mary Kay CosmeticsF) A) and C)
G) B) and E)

Question 17

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.

Accepted Answer

A)  approach
B)  prospecting
C)  preapproach
D)  qualifying
E)  trial closeF) A) and D)
G) None of the above

Question 18

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 the

Accepted Answer

A)  job analysis.
B)  job description.
C)  statement of credentials.
D)  statement of qualifications.
E)  statement of experience.F) All of the above
G) B) and D)

Question 19

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

Accepted Answer

A)  order getter
B)  missionary salesperson
C)  order taker
D)  sales engineer
E)  order processorF) A) and E)
G) A) and D)

Question 20

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

Accepted Answer

A)  a formula selling presentation
B)  a stimulus-response presentation.
C)  a needs-satisfaction presentation.
D)  suggestive selling.
E)  consultative selling.F) C) and D)
G) A) and E)

Exam 17: Personal Selling and Sales Management

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

Correct Answer
verified

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.

Correct Answer
verified

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 the

Correct Answer
verified

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

Correct Answer
verified

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.

Correct Answer
verified

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

Correct Answer
verified

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.

Correct Answer
verified

-Figure 17-3 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Correct Answer
verified

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

Correct Answer
verified

A disadvantage of a customer sales organization is

Correct Answer
verified

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.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

The three commonly used compensation plans are:

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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 the

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

-Figure 17-3 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A disadvantage of a customer sales organization is

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The three commonly used compensation plans are:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
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Correct Answer
verified

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verified

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.

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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