Question 1

Figure 21-3
-As shown in Figure 21-3 above, Box F is the ________ stage in the personal selling process.

Accepted Answer

A)   approach
B)   close
C)   presentation
D)   prospecting
E)   follow-upF) A) and D)
G) B) and D)

Question 2

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

Accepted Answer

A)   sales management.
B)   personal selling.
C)   sales promotion.
D)   direct selling.
E)   marketing management.F) None of the above
G) A) and C)

Question 3

When Daniel was hired to work for Bush Refrigeration Co., 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.

Accepted Answer

A)   sales response compensation plan
B)   combination compensation plan
C)   straight salary compensation plan
D)   straight commission compensation plan
E)   market share compensation planF) A) and C)
G) A) and E)

Question 4

Figure 21-3
-As shown in Figure 21-3 above, Box E is the ________ stage in the personal selling process.

Accepted Answer

A)   approach
B)   preapproach
C)   presentation
D)   prospecting
E)   follow-upF) A) and E)
G) A) and D)

Question 5

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

Accepted Answer

A)   approach
B)   presentation
C)   closing
D)   follow-up
E)   saleF) B) and E)
G) B) and D)

Question 6

Consultative selling is a presentation format that

Accepted Answer

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

Question 7

Figure 21-7
-Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box B represents which account management policy?

Accepted Answer

A)   accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
B)   accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
C)   accounts that offer a poor opportunity because they have high levels of competition
D)   accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)   accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) A) and C)
G) C) and D)

Question 8

Which of these statements regarding outside order getters is most accurate?

Accepted Answer

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' primary focus is on performing promotional activities and introducing new products.
E)   Order getter sales calls traditionally require the greatest financial investment from the firm.F) B) and E)
G) C) and D)

Question 9

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

Accepted Answer

A)   missionary salespeople
B)   sales engineers
C)   outside order getters
D)   inside order getters
E)   outbound telemarketersF) A) and E)
G) C) and D)

Question 10

Which of these statements regarding order getters is most accurate?

Accepted Answer

A)   Order getting involves 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) D) and E)
G) B) and D)

Question 11

A salesclerk at L. L. Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountaineering boots.

Accepted Answer

A)   a stimulus-response presentation
B)   a transactional sales presentation
C)   need-satisfaction selling
D)   consultative selling
E)   formula sellingF) All of the above
G) None of the above

Question 12

Procter & Gamble uses groups 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

Accepted Answer

A)   partnership selling.
B)   missionary selling.
C)   order taking.
D)   team selling.
E)   formula selling.F) B) and C)
G) C) and D)

Question 13

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

Accepted Answer

A)   the ability to read body language
B)   customer satisfaction
C)   suggestive selling skills
D)   emotional intelligence
E)   cold canvassing skillsF) B) and D)
G) A) and E)

Question 14

In a ________, the salesperson tries one appeal after another, hoping to "hit the right button."

Accepted Answer

A)   formula selling presentation
B)   persuasive sales presentation
C)   categorical satisfaction presentation
D)   stimulus-response presentation
E)   progressive selling presentationF) A) and E)
G) D) and E)

Question 15

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

Accepted Answer

A)   credentials.
B)   training.
C)   education.
D)   experience.
E)   qualifications.F) A) and E)
G) C) and D)

Question 16

The salesperson's objective is to gather information and decide how to approach the prospect during which stage in the personal selling process?

Accepted Answer

A)   follow-up
B)   prospecting
C)   presentation
D)   preapproach
E)   approachF) C) and D)
G) D) and E)

Question 17

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

Accepted Answer

A)   assumptive close
B)   final close
C)   urgency close
D)   follow-up
E)   postpurchase evaluationF) B) and D)
G) A) and B)

Question 18

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Accepted Answer

A)   sales
B)   cognitive
C)   emotional
D)   customer
E)   compensatoryF) A) and E)
G) A) and D)

Question 19

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Accepted Answer

A)   collaborative selling.
B)   team selling.
C)   cooperative selling.
D)   account selling.
E)   formula selling.F) A) and E)
G) A) and B)

Question 20

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

Accepted Answer

A)   sales call report
B)   selling expense report
C)   sales quota
D)   sales audit report
E)   salesforce planF) C) and D)
G) B) and E)

Exam 21: Implementing Interactive and Multi-Channel Marketing

When Daniel was hired to work for Bush Refrigeration Co., 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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Procter & Gamble uses groups 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

Correct AnswerverifiedShow Answer

Which of these statements regarding outside order getters is most accurate?

Correct AnswerverifiedShow Answer

Figure 21-3 -As shown in Figure 21-3 above, Box F is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Figure 21-3 -As shown in Figure 21-3 above, Box E is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In a ________, the salesperson tries one appeal after another, hoping to "hit the right button."

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Consultative selling is a presentation format that

Correct AnswerverifiedShow Answer

A salesclerk at L. L. Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountaineering boots.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Correct AnswerverifiedShow Answer

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Figure 21-7 -Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box B represents which account management policy?

Correct AnswerverifiedShow Answer

Which of these statements regarding order getters is most accurate?

Correct AnswerverifiedShow Answer

The salesperson's objective is to gather information and decide how to approach the prospect during which stage in the personal selling process?

Correct AnswerverifiedShow Answer

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