Question 1

One of the most crucial tasks of sales management is ________; it begins with a carefully crafted job analysis.

Accepted Answer

A)   salesforce evaluation
B)   setting sales objectives
C)   developing account management policies
D)   salesforce motivation and compensation
E)   effective recruitment and selection of salespeopleF) C) and E)
G) None of the above

Question 2

Salespeople called ________ typically answer simple questions, take orders, and complete transactions with customers.

Accepted Answer

A)   managers
B)   inside order takers
C)   directors
D)   outside order takers
E)   functional salespeopleF) A) and B)
G) A) and C)

Question 3

When Diego called the toll-free number to order two children's books from the Usborne catalog, the firm was using

Accepted Answer

A)   social networking.
B)   interactive marketing.
C)   multichannel selling.
D)   inbound telemarketing.
E)   outbound telemarketing.F) C) and D)
G) B) and C)

Question 4

Job analysis refers to

Accepted Answer

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 selling process that prevented a qualified lead 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 written document that describes the job relationships and requirements that characterize each sales position.F) A) and D)
G) A) and E)

Question 5

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

Accepted Answer

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.F) All of the above
G) C) and D)

Question 6

John Whitaker works for American Greetings. His job description includes these responsibilities: (1)  stock and arrange point-of-purchase displays of present customers-60 percent of his workweek and (2)  receive orders from customers and complete the transactions-40 percent of his workweek. Whitaker is primarily engaged in which type of selling?

Accepted Answer

A)   outside order taking
B)   relationship selling
C)   inside order taking
D)   outside order getting
E)   missionary salesF) C) and D)
G) A) and E)

Question 7

An order taker is a

Accepted Answer

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

Question 8

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.

Accepted Answer

A)   attitude
B)   sales level
C)   intelligence
D)   personal values
E)   personal ethicsF) A) and B)
G) D) and E)

Question 9

In personal selling, the customer who wants or needs the product is referred to as a

Accepted Answer

A)   hot lead.
B)   cold call.
C)   lead.
D)   prospect.
E)   qualified prospect.F) A) and B)
G) A) and C)

Question 10

According to Lindsey Smith of GE Healthcare, all of these are necessary skills to be successful in serving customers in her sales career exceptwhich?

Accepted Answer

A)   an MBA degree
B)   strategic thinking
C)   product knowledge
D)   communication skills
E)   analytical thinkingF) A) and B)
G) A) and C)

Question 11

All of these are behaviorally related sales objectives exceptwhich?

Accepted Answer

A)   communication skills
B)   customer service satisfaction ratings
C)   number of new customers
D)   selling skills
E)   product knowledgeF) D) and E)
G) B) and C)

Question 12

________ consists of processes and technologies that supply customers with information about postsale activities, including installation, repair, replacement, and replenishment, and technical expertise pertaining to products.

Accepted Answer

A)   Time management software
B)   Customer service and support automation
C)   Sales force automation
D)   Warranty software
E)   Marketing automationF) C) and E)
G) C) and D)

Question 13

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Accepted Answer

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

Question 14

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

Accepted Answer

A)   presentation.
B)   assumptive close.
C)   decision confirmation.
D)   urgency close.
E)   follow-up.F) C) and D)
G) A) and B)

Question 15

A stimulus-response presentation refers to a format that

Accepted Answer

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

Question 16

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl...

Question 17

________ 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)   Pampered Chef
E)   Mary Kay CosmeticsF) None of the above
G) D) and E)

Question 18

With a ________, a salesperson is paid a fixed fee per week, month, or year.

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 D)
G) A) and E)

Question 19

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Accepted Answer

A)   time management software
B)   customer experience software
C)   sales force automation
D)   proposal generation software
E)   marketing automationF) All of the above
G) A) and D)

Question 20

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

Accepted Answer

A)   Salespeople can identify creative solutions to customer problems.
B)   Salespeople have little say in a company's account management policies.
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 have the greatest job security.
E)   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.F) A) and D)
G) A) and E)

Exam 21: Implementing Interactive and Multi-Channel Marketing

With a ________, a salesperson is paid a fixed fee per week, month, or year.

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
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Which of these statements regarding the role of salespeople is most accurate?

Correct Answer
verified

Job analysis refers to

Correct Answer
verified

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

Correct Answer
verified

All of these are behaviorally related sales objectives exceptwhich?

Correct Answer
verified

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Correct Answer
verified

________ consists of processes and technologies that supply customers with information about postsale activities, including installation, repair, replacement, and replenishment, and technical expertise pertaining to products.

Correct Answer
verified

Salespeople called ________ typically answer simple questions, take orders, and complete transactions with customers.

Correct Answer
verified

An order taker is a

Correct Answer
verified

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

Correct Answer
verified

According to Lindsey Smith of GE Healthcare, all of these are necessary skills to be successful in serving customers in her sales career exceptwhich?

Correct Answer
verified

A stimulus-response presentation refers to a format that

Correct Answer
verified

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.

Correct Answer
verified

One of the most crucial tasks of sales management is ________; it begins with a carefully crafted job analysis.

Correct Answer
verified

Explain the difference between personal selling and sales management.

Correct Answer
verified
Personal selling involves the two-way fl...
View Answer

In personal selling, the customer who wants or needs the product is referred to as a

Correct Answer
verified

When Diego called the toll-free number to order two children's books from the Usborne catalog, the firm was using

Correct Answer
verified

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Correct Answer
verified

Exam 21: Implementing Interactive and Multi-Channel Marketing

With a ________, a salesperson is paid a fixed fee per week, month, or year.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Job analysis refers to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All of these are behaviorally related sales objectives exceptwhich?

Correct AnswerverifiedShow Answer

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Correct AnswerverifiedShow Answer

________ consists of processes and technologies that supply customers with information about postsale activities, including installation, repair, replacement, and replenishment, and technical expertise pertaining to products.

Correct AnswerverifiedShow Answer

Salespeople called ________ typically answer simple questions, take orders, and complete transactions with customers.

Correct AnswerverifiedShow Answer

An order taker is a

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

According to Lindsey Smith of GE Healthcare, all of these are necessary skills to be successful in serving customers in her sales career exceptwhich?

Correct AnswerverifiedShow Answer

A stimulus-response presentation refers to a format that

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

One of the most crucial tasks of sales management is ________; it begins with a carefully crafted job analysis.

Correct AnswerverifiedShow Answer

Explain the difference between personal selling and sales management.

Correct AnswerverifiedPersonal selling involves the two-way fl...View AnswerShow Answer

In personal selling, the customer who wants or needs the product is referred to as a

Correct AnswerverifiedShow Answer

When Diego called the toll-free number to order two children's books from the Usborne catalog, the firm was using

Correct AnswerverifiedShow Answer

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Correct AnswerverifiedShow Answer

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Personal selling involves the two-way fl...
View Answer

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