Question 1

The ________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Accepted Answer

A)  canned sales
B)  formula selling
C)  persuasive selling
D)  need-satisfaction
E)  stimulus-responseF) C) and D)
G) B) and C)

Question 2

In personal selling,a trial close refers to

Accepted Answer

A)  asking the prospect to make a decision on some aspect of the purchase.
B)  allowing the prospect to use or lease the item on a limited,temporary basis before making a final commitment of purchase.
C)  committing the prospect quickly by making references to the time limits of the purchase.
D)  making an exchange of money or other unit of value.
E)  asking the prospect to make choices concerning delivery,warranty,or financing terms.F) A) and E)
G) A) and B)

Question 3

The salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service" during which stage in the personal selling process?

Accepted Answer

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

Question 4

Figure 20-3
 
-As shown in Figure 20-3 above,Box A is the ________ stage in the personal selling process.

Accepted Answer

A)  approach
B)  preapproach
C)  presentation
D)  prospecting
E)  follow-upF) All of the above
G) A) and B)

Question 5

At the end of her sales presentation,the salesperson asks,"Do you want to make monthly payments of $75 with a 10 percent down payment or would you prefer to write a check for the full amount today?" She has just made a(n)

Accepted Answer

A)  assumptive close.
B)  consultative close.
C)  proactive close.
D)  urgency close.
E)  adaptive close.F) B) and D)
G) D) and E)

Question 6

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

Question 7

Explain the difference between relationship selling and partnership selling.

Accepted Answer

Relationship selling is the practice of ...

Question 8

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) None of the above
G) C) and D)

Question 9

Information from a ________ is used to write a job description.

Accepted Answer

A)  job analysis
B)  salesforce compensation plan
C)  sales plan
D)  sales performance audit
E)  personal performance planF) A) and D)
G) None of the above

Question 10

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Accepted Answer

A)  an order taker
B)  an order getter
C)  a missionary salesperson
D)  a sales engineer
E)  an outbound telemarketerF) A) and D)
G) A) and E)

Question 11

The salesperson's objective is to "gain a prospect's attention,stimulate interest,and make a transition to the presentation" during which stage in the personal selling process?

Accepted Answer

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

Question 12

The salesperson's objective is to "obtain a purchase commitment from the prospect and create a customer" during which stage in the personal selling process?

Accepted Answer

A)  preapproach
B)  close
C)  follow-up
D)  approach
E)  presentationF) A) and D)
G) A) and B)

Question 13

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) A) and B)
G) All of the above

Question 14

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Accepted Answer

A)  ensures follow-up.
B)  can be evaluated.
C)  is financially equitable.
D)  is ethical.
E)  is sustainable.F) A) and C)
G) B) and E)

Question 15

Partnership selling refers to

Accepted Answer

A)  the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service.
B)  the practice of using an entire team of professionals in selling to and servicing major customers.
C)  an illegal practice whereby buyers and sellers combine their expertise and resources to share customer,competitive,and company information for their personal benefit.
D)  a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer,competitive,and company information for their personal benefit.
E)  the practice whereby buyers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer.F) A) and E)
G) A) and C)

Question 16

Pitney Bowes uses sales personnel,carrier management specialists,and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world.This type of sales approach is called

Accepted Answer

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

Question 17

Figure 20-3
 
-As shown in Figure 20-3 above,Box E is the ________ stage in the personal selling process.

Accepted Answer

A)  approach
B)  preapproach
C)  presentation
D)  prospecting
E)  follow-upF) B) and D)
G) All of the above

Question 18

Emotional intelligence is

Accepted Answer

A)  the ability to anticipate and overcome a potential customer's objections.
B)  a method of measuring the potential of people who have not had formal schooling.
C)  a measurement to determine a person's patience in stressful selling situations.
D)  the ability to pick up personal cues,ticks,or tells that helps salespeople read their customers in order to make a sale.
E)  the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis.F) A) and D)
G) A) and E)

Question 19

Which of the following is a task involved in managing personal selling?

Accepted Answer

A)  identifying potential target markets
B)  evaluating the performance of individual salespeople
C)  using salesforce input to make product modifications
D)  maintaining open communications between sales representatives and all other stakeholders
E)  designing new promotional campaigns for the purpose of generating new salesF) A) and B)
G) B) and E)

Question 20

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) B) and D)
G) A) and E)

Exam 20: Personal Selling and Sales Management

Figure 20-3 -As shown in Figure 20-3 above,Box E is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Correct AnswerverifiedShow Answer

Pitney Bowes uses sales personnel,carrier management specialists,and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world.This type of sales approach is called

Correct AnswerverifiedShow Answer

At the end of her sales presentation,the salesperson asks,"Do you want to make monthly payments of $75 with a 10 percent down payment or would you prefer to write a check for the full amount today?" She has just made a(n)

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

The salesperson's objective is to "gain a prospect's attention,stimulate interest,and make a transition to the presentation" during which stage in the personal selling process?

Correct AnswerverifiedShow Answer

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Correct AnswerverifiedShow Answer

Explain the difference between relationship selling and partnership selling.

Correct AnswerverifiedRelationship selling is the practice of ...View AnswerShow 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

The ________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Correct AnswerverifiedShow Answer

The salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service" during which stage in the personal selling process?

Correct AnswerverifiedShow Answer

Which of the following is a task involved in managing personal selling?

Correct AnswerverifiedShow Answer

Emotional intelligence is

Correct AnswerverifiedShow Answer

Figure 20-3 -As shown in Figure 20-3 above,Box A is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Information from a ________ is used to write a job description.

Correct AnswerverifiedShow Answer

Partnership selling refers to

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

The salesperson's objective is to "obtain a purchase commitment from the prospect and create a customer" during which stage in the personal selling process?

Correct AnswerverifiedShow Answer

In personal selling,a trial close refers to

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

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Relationship selling is the practice of ...
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