Question 1

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

Accepted Answer

The stimulus-response presentation forma...

Question 2

Research suggest that proper compensation,incentives,or rewards are necessary to product a motivated sales person,along with several other factors including which of these?

Accepted Answer

A)  an opportunity for leadership experience
B)  a personal need for achievement
C)  constructive criticism
D)  adequate time for bookkeeping and paperwork
E)  a moderate degree of competitive spirit within a teamF) A) and B)
G) A) and C)

Question 3

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) A) and C)
G) B) and E)

Question 4

A decade ago,Xerox began a shift to a ________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Accepted Answer

A)  multitiered sales system
B)  salesforce automation system
C)  product-oriented sales organization
D)  geographic-oriented sales organization
E)  consultative selling modelF) All of the above
G) C) and D)

Question 5

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Accepted Answer

Objections are excuses for not making a ...

Question 6

Salespeople called ________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Accepted Answer

A)  inside order takers
B)  outside order takers
C)  inbound telemarketers
D)  outbound telemarketers
E)  stock order takersF) B) and D)
G) B) and E)

Question 7

Salespeople called outside order takers visit customers and

Accepted Answer

A)  solve most of the technical problems.
B)  sell products that have been tailored to most recent needs.
C)  help design the product displays.
D)  train the personnel management.
E)  replenish inventory stocks of resellers.F) B) and C)
G) C) and D)

Question 8

Describe the need-satisfaction presentation format.In the answer,include the two selling styles that are common with this format.

Accepted Answer

The need-satisfaction presentation forma...

Question 9

Identifying the buying role of the prospect would be typically done at the ________ stage of the personal selling process.

Accepted Answer

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

Question 10

In conference selling,

Accepted Answer

A)  buyers and sellers meet through a technology-based forum (like telephone or videoconference calls) because person-to-person meetings are too expensive.
B)  the sale has already been finalized but the buyer and seller meet to discuss delivery details.
C)  a salesperson and other company resource people meet with buyers to discuss problems and opportunities.
D)  a company team conducts an educational program for a customer's technical staff,describing state-of-the-art developments.
E)  a form of mass selling occurs via electronic marketplaces such as eBay,Facebook,or Salesforce.com.F) A) and B)
G) A) and C)

Question 11

If a company chooses to employ its own salesforce,the three basic organizational salesforce structures from which to choose are

Accepted Answer

A)  dollar volume,unit volume,and market share.
B)  NAICS,market size,and geography.
C)  geography,customer,and product/service.
D)  market size,market share,and market type.
E)  dollar volume,unit volume,and profit.F) A) and E)
G) C) and D)

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) A) and C)
G) B) and C)

Question 13

The sales manager told the salesperson,"Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced a(n) ________ sales objective.

Accepted Answer

A)   output-related
B)   input-related
C)   behaviorally related
D)   cold-call related
E)   market-relatedF) A) and B)
G) B) and D)

Question 14

In the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the ________ stage.

Accepted Answer

A)  urgency close
B)  follow-up
C)  assumptive close
D)  presentation
E)  postpurchase evaluationF) All of the above
G) A) and B)

Question 15

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a

Accepted Answer

A)  formula selling presentation.
B)  stimulus-response presentation.
C)  stimulus-satisfaction presentation.
D)  stimulus-selling presentation.
E)  persuasive sales presentation.F) All of the above
G) A) and B)

Question 16

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Accepted Answer

A)  empathetic intelligence.
B)  emotional empathy.
C)  emotional intelligence.
D)  subliminal intelligence.
E)  cognitive empathy.F) C) and D)
G) A) and B)

Question 17

Two types of order takers exist.________ visit customers and replenish inventory stocks of resellers,whereas ________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)  Inside order takers;outside order getters
B)  Inside order takers;outside sales clerks
C)  Outside order takers;inside order takers
D)  Salesclerks;inbound telemarketers
E)  Inside order getters;outside order takersF) C) and D)
G) None of the above

Question 18

Which of the following statements should a salesperson use to accept the 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.Customers haven't mentioned that as a problem-why do you think it might be?"
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) B) and D)
G) B) and C)

Question 19

With a ________,a salesperson's earnings are directly tied to sales or profits generated.

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

Question 20

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 B)
G) All of the above

Exam 20: Personal Selling and Sales Management

In the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the ________ stage.

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

In conference selling,

Correct AnswerverifiedShow Answer

Salespeople called ________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Correct AnswerverifiedShow Answer

With a ________,a salesperson's earnings are directly tied to sales or profits generated.

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

Two types of order takers exist.________ visit customers and replenish inventory stocks of resellers,whereas ________ typically answer simple questions,take orders,and complete transactions with customers.

Correct AnswerverifiedShow Answer

If a company chooses to employ its own salesforce,the three basic organizational salesforce structures from which to choose are

Correct AnswerverifiedShow Answer

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedThe stimulus-response presentation forma...View AnswerShow Answer

Identifying the buying role of the prospect would be typically done at the ________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

A decade ago,Xerox began a shift to a ________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Correct AnswerverifiedShow Answer

Describe the need-satisfaction presentation format.In the answer,include the two selling styles that are common with this format.

Correct AnswerverifiedThe need-satisfaction presentation forma...View AnswerShow Answer

Salespeople called outside order takers visit customers and

Correct AnswerverifiedShow Answer

The sales manager told the salesperson,"Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced a(n) ________ sales objective.

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

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a

Correct AnswerverifiedShow Answer

Research suggest that proper compensation,incentives,or rewards are necessary to product a motivated sales person,along with several other factors including which of these?

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to accept the objection?

Correct AnswerverifiedShow Answer

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Correct AnswerverifiedObjections are excuses for not making a ...View AnswerShow Answer

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Two types of order takers exist. visit customers and replenish inventory stocks of resellers,whereas typically answer simple questions,take orders,and complete transactions with customers.

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The stimulus-response presentation forma...
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The need-satisfaction presentation forma...
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Objections are excuses for not making a ...
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