Question 1

A formula selling presentation is a 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)   relies on exhibits at trade shows, professional meetings, and conferences.F) A) and D)
G) A) and C)

Question 2

There are six commonly used techniques to deal with objections, one of which is to

Accepted Answer

A)   redirect the conversation.
B)   defer to a supervisor.
C)   probe by asking additional questions.
D)   distract by identifying competitor shortcomings.
E)   postpone.F) A) and E)
G) A) and D)

Question 3

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

Accepted Answer

A)   adaptive selling.
B)   suggestive selling.
C)   formula selling.
D)   consultative selling.
E)   relationship selling.F) B) and E)
G) A) and C)

Question 4

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

Accepted Answer

A)   prospecting.
B)   customer mining.
C)   lead initiation.
D)   cold calling.
E)   filtering.F) All of the above
G) None of the above

Question 5

Which of these is one of the three major tasks involved in the implementation stage of the sales management process?

Accepted Answer

A)   setting sales objectives
B)   developing account management policies
C)   salesforce training
D)   salesforce evaluation
E)   assignment of territories and accountsF) A) and E)
G) A) and C)

Question 6

An insurance company is considering using independent sales agents who would receive a 7 percent sales commission on sales or its own insurance salespeople who would receive a 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 to the firm?

Accepted Answer

A)   $650,000
B)   $3,250,000
C)   $6,500,000
D)   $32,500,000
E)   $35,200,000F) A) and E)
G) B) and E)

Question 7

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

Accepted Answer

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

Question 8

A sales quota contains goals, such as last year/current year sales ratio, accounts generated, profit achieved, or

Accepted Answer

A)   sales of specific products.
B)   new clients contacted.
C)   reports filed.
D)   complaints received.
E)   customer enquiries.F) B) and E)
G) A) and B)

Question 9

At White Chemical Co., management is examining its selling strategy and wants to acknowledge the role its sales staff has in undertaking sales support (non-selling)  activities, yet keep the salespeople directed toward increasing sales for the next year. What advice is most likely to be appropriate here?

Accepted Answer

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

Question 10

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

Accepted Answer

A)   assumptive, trial, and presumptive
B)   trial, assumptive, and urgency
C)   presumptive, trial, and final
D)   trial, final, and urgency
E)   assumptive, presumptive, and finalF) C) and D)
G) B) and D)

Question 11

What are the six stages of the personal selling process? What is the objective of each stage?

Accepted Answer

The personal selling process consists of...

Question 12

Sales management consists of three interrelated functions: ________, sales plan implementation, and salesforce evaluation.

Accepted Answer

A)   salesforce identification
B)   sales plan formulation
C)   salesforce communication
D)   salesforce size determination
E)   salesforce trainingF) C) and D)
G) B) and D)

Question 13

A representative from AT&T called Dr. Michaels after he switched to its U-verse telephone 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 ________ call.

Accepted Answer

A)   an assumptive
B)   a preemptive
C)   a follow-up
D)   a prospecting
E)   a courtesyF) A) and B)
G) A) and C)

Question 14

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a

Accepted Answer

A)   stimulus-response presentation.
B)   formula selling presentation.
C)   need-satisfaction presentation.
D)   persuasive selling presentation.
E)   canned sales presentation.F) B) and D)
G) None of the above

Question 15

An order getter is

Accepted Answer

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.F) A) and E)
G) A) and B)

Question 16

Personal selling begins with the ________ stage.

Accepted Answer

A)   lead
B)   presentation
C)   preapproach
D)   prospecting
E)   introductionF) A) and D)
G) B) and C)

Question 17

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 D 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 strong opportunity because they have low 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) C) and D)
G) B) and D)

Question 18

Which of these statements could a salesperson use as a denial response to a prospect's objection?

Accepted Answer

A)   "I think I might be able to explain that better to you after showing you this diagram."
B)   "Yes, you're right, it is lighter, but that is done intentionally to make your work easier."
C)   "That's true. It does have a shorter shelf life, but that 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…."F) C) and D)
G) A) and B)

Question 19

________involves three tasks: setting objectives, organizing the salesforce, and developing account management policies.

Accepted Answer

A)   Sales plan analysis
B)   Sales plan formulation
C)   Sales plan introduction
D)   Sales plan evaluation
E)   Sales plan implementationF) B) and C)
G) A) and E)

Question 20

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r...

Exam 21: Implementing Interactive and Multi-Channel Marketing

Correct Answer
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Explain the difference between order takers and order getters.

Correct Answer
verified
Order takers process routine orders or r...
View Answer

What are the six stages of the personal selling process? What is the objective of each stage?

Correct Answer
verified
The personal selling process consists of...
View Answer

There are six commonly used techniques to deal with objections, one of which is to

Correct Answer
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A formula selling presentation is a format that

Correct Answer
verified

________involves three tasks: setting objectives, organizing the salesforce, and developing account management policies.

Correct Answer
verified

A sales quota contains goals, such as last year/current year sales ratio, accounts generated, profit achieved, or

Correct Answer
verified

A representative from AT&T called Dr. Michaels after he switched to its U-verse telephone 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 ________ call.

Correct Answer
verified

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

Correct Answer
verified

An order getter is

Correct Answer
verified

Which of these is one of the three major tasks involved in the implementation stage of the sales management process?

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

Sales management consists of three interrelated functions: ________, sales plan implementation, and salesforce evaluation.

Correct Answer
verified

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a

Correct Answer
verified

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 D represents which account management policy?

Correct Answer
verified

Personal selling begins with the ________ stage.

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

Which of these statements could a salesperson use as a denial response to a prospect's objection?

Correct Answer
verified

Exam 21: Implementing Interactive and Multi-Channel Marketing

Correct AnswerverifiedShow Answer

Explain the difference between order takers and order getters.

Correct AnswerverifiedOrder takers process routine orders or r...View AnswerShow Answer

What are the six stages of the personal selling process? What is the objective of each stage?

Correct AnswerverifiedThe personal selling process consists of...View AnswerShow Answer

There are six commonly used techniques to deal with objections, one of which is to

Correct AnswerverifiedShow Answer

A formula selling presentation is a format that

Correct AnswerverifiedShow Answer

________involves three tasks: setting objectives, organizing the salesforce, and developing account management policies.

Correct AnswerverifiedShow Answer

A sales quota contains goals, such as last year/current year sales ratio, accounts generated, profit achieved, or

Correct AnswerverifiedShow Answer

A representative from AT&T called Dr. Michaels after he switched to its U-verse telephone 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 ________ call.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

An order getter is

Correct AnswerverifiedShow Answer

Which of these is one of the three major tasks involved in the implementation stage of the sales management process?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Sales management consists of three interrelated functions: ________, sales plan implementation, and salesforce evaluation.

Correct AnswerverifiedShow Answer

The car salesman asked you a few questions when you first arrived to the lot: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and then suggested, "Maybe you should look at crossovers instead of sedans." Here, the car salesman was using a

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 D represents which account management policy?

Correct AnswerverifiedShow Answer

Personal selling begins with the ________ stage.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of these statements could a salesperson use as a denial response to a prospect's objection?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified
Order takers process routine orders or r...
View Answer

Correct Answer
verified
The personal selling process consists of...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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