Question 1

What are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role...

Question 2

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Accepted Answer

A)  explains why competitor's products are inferior.
B)  summarizes relevant information about potential solutions.
C)  requests a meeting with the company gatekeeper.
D)  requests a meeting with the official buyer to determine the possibility of a sale.
E)  gets a signed document or confirmation of the sale.F) A) and E)
G) A) and D)

Question 3

The practice of using the telephone rather than personal visits to contact customers is referred to as

Accepted Answer

A)  missionary selling.
B)  outbound telemarketing.
C)  cold canvassing.
D)  inbound telemarketing.
E)  team selling.F) D) and E)
G) A) and C)

Question 4

When Daniel was hired to work for Bush Refrigeration Co. ,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a ________ to compensate Daniel for his time and effort.

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 C)
G) A) and B)

Question 5

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Accepted Answer

A)  sales management.
B)  personal selling.
C)  sales promotion.
D)  direct selling.
E)  marketing management.F) B) and C)
G) A) and E)

Question 6

Today,________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and create and sustain value for their customers.

Accepted Answer

A)  15
B)  20
C)  45
D)  75
E)  90F) B) and E)
G) A) and B)

Question 7

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its salesforce was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio...

Question 8

Selling objectives can be ________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be ________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

A)  input-related;output-related
B)  financially related;accounting-related
C)  short-term;long-term
D)  customer-related;salesperson-related
E)  output-related;input-relatedF) A) and E)
G) A) and D)

Question 9

Which of the following statements about salesforce training is most accurate?

Accepted Answer

A)  The training of sales managers is both expensive and extensive,unlike the training of salespeople,which is relatively inexpensive.
B)  A major flaw in the sales industry is a lack of employer-sponsored training.
C)  Sales ability is instinctive;it cannot be taught.
D)  Whereas recruitment and selection of salespeople is a onetime event,salesforce training is an ongoing process that affects both new and seasoned salespeople.
E)  A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills.F) A) and C)
G) All of the above

Question 10

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 E)
G) C) and D)

Question 11

About 60 percent of U.S.companies now include customer satisfaction as a(n) ________ measure of salesperson performance.

Accepted Answer

A)  demonstrative
B)  sensitive
C)  cognitive
D)  emotional
E)  behavioralF) C) and E)
G) C) and D)

Question 12

Figure 20-4
 
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C refers to

Accepted Answer

A)  sales plan implementation.
B)  salesforce determination.
C)  salesforce communication.
D)  sales plan formulation.
E)  salesforce evaluation.F) A) and D)
G) B) and E)

Question 13

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as

Accepted Answer

A)  key account management.
B)  relationship marketing.
C)  relationship selling.
D)  customer account management.
E)  needs-satisfaction selling.F) A) and B)
G) C) and E)

Question 14

About 60 percent of U.S.companies now include ________ as a behavioral measure of salesperson performance.

Accepted Answer

A)  the ability to read body language
B)  customer satisfaction
C)  suggestive selling skills
D)  emotional intelligence
E)  cold canvassing skillsF) A) and D)
G) B) and D)

Question 15

Missionary salespeople are

Accepted Answer

A)  salespeople who specialize in identifying,analyzing,and solving customer problems,but who do not actually sell products and services.
B)  salespeople who process routine orders for products that are presold by the company.
C)  salespeople who identify prospective customers,provide customers with information,persuade customers to buy,close sales,and follow up on a customer's use of the product or service.
D)  people on the selling team who are responsible for obtaining qualified leads.
E)  sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.F) C) and D)
G) A) and B)

Question 16

When handling ________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

A)  rationalizations
B)  counteroffers
C)  refusals
D)  objections
E)  qualificationsF) B) and D)
G) A) and E)

Question 17

All of the following statements regarding order getters are true except which?

Accepted Answer

A)  Order getters require considerable product knowledge.
B)  Order getters are most often used in new-buy or modified rebuy situations.
C)  Order getters include those who are involved in outbound telemarketing.
D)  Order getters typically represent products that have few options and highly standardized industrial products.
E)  Order getter sales calls require substantial investment from the firm.F) B) and D)
G) A) and C)

Question 18

The workload method

Accepted Answer

A)  determines a fair and equitable compensation plan based on a weighted system for sales of different types of items or from different-sized territories.
B)  identifies the target market that most closely meets the special skills of the salesforce.
C)  determines the size of a salesforce by integrating the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure.
D)  describes what is to be achieved and where and how the selling effort of salespeople is to be deployed.
E)  determines when a company's salesforce becomes more profitable than independent sales agents to sell its company's products.F) A) and B)
G) A) and C)

Question 19

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as,"What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" Once key ideas have been uncovered,the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the ________ selling format.

Accepted Answer

A)  need-satisfaction
B)  formula
C)  stimulus-response
D)  creative
E)  problem resolutionF) B) and C)
G) C) and D)

Question 20

An effective sales plan objective should be

Accepted Answer

A)  general,measurable,and flexible.
B)  profitable,subjective,and measurable.
C)  precise,profitable,and flexible.
D)  precise,measurable,and time specific.
E)  general,flexible,and profitable.F) B) and D)
G) All of the above

Exam 20: Personal Selling and Sales Management

When handling ________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Correct Answer
verified

Selling objectives can be and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be and emphasize the number of sales calls and selling expenses.

Correct Answer
verified

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as

Correct Answer
verified

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C refers to

Correct Answer
verified

All of the following statements regarding order getters are true except which?

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Job analysis refers to

Correct Answer
verified

Which of the following statements about salesforce training is most accurate?

Correct Answer
verified

About 60 percent of U.S.companies now include customer satisfaction as a(n) ________ measure of salesperson performance.

Correct Answer
verified

Correct Answer
verified

When Daniel was hired to work for Bush Refrigeration Co. ,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a ________ to compensate Daniel for his time and effort.

Correct Answer
verified

An effective sales plan objective should be

Correct Answer
verified

The workload method

Correct Answer
verified

What are the three major roles of personal selling in a firm's overall marketing effort?

Correct Answer
verified
Personal selling serves three major role...
View Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Correct Answer
verified

About 60 percent of U.S.companies now include ________ as a behavioral measure of salesperson performance.

Correct Answer
verified

Today,________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and create and sustain value for their customers.

Correct Answer
verified

The practice of using the telephone rather than personal visits to contact customers is referred to as

Correct Answer
verified

Missionary salespeople are

Correct Answer
verified

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

When handling ________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Correct AnswerverifiedShow Answer

Selling objectives can be ________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be ________ and emphasize the number of sales calls and selling expenses.

Correct AnswerverifiedShow Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as

Correct AnswerverifiedShow Answer

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C refers to

Correct AnswerverifiedShow Answer

All of the following statements regarding order getters are true except which?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedThe rationale for a customer organizatio...View AnswerShow Answer

Job analysis refers to

Correct AnswerverifiedShow Answer

Which of the following statements about salesforce training is most accurate?

Correct AnswerverifiedShow Answer

About 60 percent of U.S.companies now include customer satisfaction as a(n) ________ measure of salesperson performance.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When Daniel was hired to work for Bush Refrigeration Co. ,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a ________ to compensate Daniel for his time and effort.

Correct AnswerverifiedShow Answer

An effective sales plan objective should be

Correct AnswerverifiedShow Answer

The workload method

Correct AnswerverifiedShow Answer

What are the three major roles of personal selling in a firm's overall marketing effort?

Correct AnswerverifiedPersonal selling serves three major role...View AnswerShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Correct AnswerverifiedShow Answer

About 60 percent of U.S.companies now include ________ as a behavioral measure of salesperson performance.

Correct AnswerverifiedShow Answer

Today,________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and create and sustain value for their customers.

Correct AnswerverifiedShow Answer

The practice of using the telephone rather than personal visits to contact customers is referred to as

Correct AnswerverifiedShow Answer

Missionary salespeople are

Correct AnswerverifiedShow Answer

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Correct AnswerverifiedShow Answer

Correct Answer
verified

Selling objectives can be and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be and emphasize the number of sales calls and selling expenses.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Personal selling serves three major role...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified