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 ________ that necessary to gain a sale from a new customer.

Accepted Answer

A)   one quarter of
B)   one half of
C)   the same as
D)   twice
E)   tripleF) A) and E)
G) A) and D)

Question 2

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

Accepted Answer

A)   relationship selling.
B)   adaptive selling.
C)   consultative selling.
D)   proactive selling.
E)   cooperative selling.F) D) and E)
G) A) and D) B

Question 3

Which of the following statements should 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) All of the above
G) B) and D)

Question 4

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

Accepted Answer

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

Question 5

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, Faulkner 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?

Accepted Answer

A)   Qualified prospects have heard of and now have an interest in buying advertising in the newspaper.
B)   Qualified prospects are part of an industry that buys advertising in the newspaper.
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 will participate in the decision to buy the advertising as part of a cross-functional team.
E)   Qualified prospects read the newspaper daily and recognize that it is a good advertising medium.F) A) and B)
G) A) and C)

Question 6

The practice of using a group of professionals in selling to and servicing major customers is referred to as

Accepted Answer

A)   cooperative selling.
B)   missionary sales.
C)   sales engineering.
D)   team selling.
E)   partnership selling.F) C) and D)
G) None of the above

Question 7

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 completing the sales training program.

Accepted Answer

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

Question 8

Outside order takers are most likely to do which of the following?

Accepted Answer

A)   arrange point-of-purchase displays
B)   generate leads for new customers
C)   help design the product displays
D)   follow up with dissatisfied customers
E)   lead technical programs to educate customersF) B) and C)
G) B) and D)

Question 9

Russ Berry Co. 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?

Accepted Answer

A)   approach
B)   presentation
C)   handling objections
D)   closing
E)   follow-upF) A) and C)
G) C) and D)

Question 10

All of the following are sales presentation formats except which?

Accepted Answer

A)   cold calling format
B)   canned sales format
C)   formula selling format
D)   need-satisfaction format
E)   adaptive selling formatF) B) and D)
G) A) and E)

Question 11

During a sales call, you respond to a customer's issue 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 objection?

Accepted Answer

A)   postpone
B)   denial
C)   agree and neutralize
D)   ignore
E)   convertF) C) and E)
G) B) and E)

Question 12

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

Accepted Answer

A)   need-satisfaction presentation
B)   stimulus-response presentation
C)   cold canvassing
D)   canned sales presentation
E)   directed selling presentationF) C) and D)
G) B) and C)

Question 13

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

Accepted Answer

A)   straight salary compensation plan.
B)   straight commission compensation plan.
C)   combination compensation plan.
D)   weighted compensation plan.
E)   market share compensation plan.F) A) and D)
G) C) and D)

Question 14

Figure 18-2
-As shown in Figure 18-2 above, F is the ________ stage in the personal selling process.

Accepted Answer

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

Question 15

In the ________ stage of the personal selling process, the cultural setting is very important for international sales.

Accepted Answer

A)   presentation
B)   prospecting
C)   preapproach
D)   approach
E)   closeF) A) and D)
G) A) and E)

Question 16

Toshiba America Medical Systems salespeople use ________ with capabilities to provide interactive presentations for their computerized tomography (CT)  and magnetic resonance imaging (MRI)  scanners.

Accepted Answer

A)   laptop computers
B)   tablet devices
C)   order processing software
D)   presentation software
E)   smartphonesF) B) and E)
G) B) and D)

Question 17

"Everyone lives by selling something" was an observation made by

Accepted Answer

A)   Steve Jobs.
B)   Ralph Waldo Emerson.
C)   Donald Trump.
D)   Robert Louis Stevenson.
E)   Lindsey Smith.F) D) and E)
G) A) and B)

Question 18

There are three major tasks involved in the implementation stage of the sales management process: sales force recruitment and selection, ________, and sales force motivation and compensation.

Accepted Answer

A)   setting sales objectives
B)   sales force training
C)   sales force evaluation
D)   assignment of territories and/or accounts
E)   developing account management policiesF) A) and E)
G) B) and E)

Question 19

Figure 18-4
-Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. C 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 are somewhat attractive because the sales organization has a strong position, but future opportunity is limited
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) D) and E)
G) A) and C) E

Question 20

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Accepted Answer

The stimulus-response presentation format assumes that given the appropriate stimulus by a salesperson, the prospect will buy. With this format, the salesperson tries one appeal after another, hoping to hit the right button. This method sometimes uses a suggestive selling approach but this is not always appropriate, and for many products a more formalized format is necessary. The formula selling presentation format is based on the view that a presentation consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. A popular version of this format is the canned sales presentation, which is a memorized, standardized message conveyed to every prospect.

Exam 18: Personal Selling and Sales Management

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 ________ that necessary to gain a sale from a new customer.

Correct Answer
verified

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

Correct Answer
verified
B

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

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

The practice of using a group of professionals in selling to and servicing major customers is referred to as

Correct Answer
verified

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 completing the sales training program.

Correct Answer
verified

Outside order takers are most likely to do which of the following?

Correct Answer
verified

Russ Berry Co. 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?

Correct Answer
verified

All of the following are sales presentation formats except which?

Correct Answer
verified

During a sales call, you respond to a customer's issue 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 objection?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Figure 18-2 -As shown in Figure 18-2 above, F is the ________ stage in the personal selling process.

Correct Answer
verified

In the ________ stage of the personal selling process, the cultural setting is very important for international sales.

Correct Answer
verified

Toshiba America Medical Systems salespeople use ________ with capabilities to provide interactive presentations for their computerized tomography (CT) and magnetic resonance imaging (MRI) scanners.

Correct Answer
verified

"Everyone lives by selling something" was an observation made by

Correct Answer
verified

There are three major tasks involved in the implementation stage of the sales management process: sales force recruitment and selection, ________, and sales force motivation and compensation.

Correct Answer
verified

Figure 18-4 -Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. C represents which account management policy?

Correct Answer
verified
E

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Exam 18: Personal Selling and Sales Management

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 ________ that necessary to gain a sale from a new customer.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The practice of using a group of professionals in selling to and servicing major customers is referred to as

Correct AnswerverifiedShow Answer

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 completing the sales training program.

Correct AnswerverifiedShow Answer

Outside order takers are most likely to do which of the following?

Correct AnswerverifiedShow Answer

Russ Berry Co. 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?

Correct AnswerverifiedShow Answer

All of the following are sales presentation formats except which?

Correct AnswerverifiedShow Answer

During a sales call, you respond to a customer's issue 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 objection?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Figure 18-2 -As shown in Figure 18-2 above, F is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

In the ________ stage of the personal selling process, the cultural setting is very important for international sales.

Correct AnswerverifiedShow Answer

Toshiba America Medical Systems salespeople use ________ with capabilities to provide interactive presentations for their computerized tomography (CT) and magnetic resonance imaging (MRI) scanners.

Correct AnswerverifiedShow Answer

"Everyone lives by selling something" was an observation made by

Correct AnswerverifiedShow Answer

There are three major tasks involved in the implementation stage of the sales management process: sales force recruitment and selection, ________, and sales force motivation and compensation.

Correct AnswerverifiedShow Answer

Figure 18-4 -Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. C represents which account management policy?

Correct AnswerverifiedE

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Correct Answer
verified

Correct Answer
verified
B

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
E