Question 1

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Accepted Answer

A)  interactive marketing.
B)  multichannel selling.
C)  inbound telemarketing.
D)  outbound telemarketing.
E)  social networking.F) None of the above
G) A) and B)

Question 2

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 B)
G) C) and E)

Question 3

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1)  are the critical link between a firm and its customers, (2)  __________, and (3)  may play a dominant role in a firm's marketing program.

Accepted Answer

A)  play a key role in research and development
B)  are the company in a consumer's eyes
C)  play a dominant role in implementing an organization's pull strategy
D)  provide the most valuable resource for segmenting and selecting target markets
E)  are one of many people in a firm that contacts potential customersF) A) and D)
G) A) and E)

Question 4

The three types of personal selling are order taking, order getting, and

Accepted Answer

A)  customer sales support.
B)  order fulfillment.
C)  order management.
D)  order processing.
E)  order shipment.F) C) and D)
G) B) and E)

Question 5

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement except the flowers. It sells to 10,000 flower and gift shops and 5,000 supermarkets nationwide. Each florist is called on four times a month and each supermarket is called on twice a month. Assume a 52-week calendar year and that each salesperson takes a four-week vacation. A sales call to a florist takes one hour, and a sales call to a supermarket takes two hours of selling time. An average salesperson spends 1,000 hours per year making sales calls. The number of salespeople Diamond Line needs to cover its account base is

Accepted Answer

A)  15.
B)  52.
C)  240.
D)  480.
E)  720.F) B) and D)
G) A) and C)

Question 6

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

Question 7

There are six commonly used techniques to deal with objections: __________, postpone, agree and neutralize, accept the objection, deny, and ignore the objection.

Accepted Answer

A)  redirect the conversation
B)  defer to a supervisor
C)  probe by asking additional questions
D)  distract by identifying competitor shortcomings
E)  acknowledge and convert the objectionF) B) and C)
G) A) and C)

Question 8

A need-satisfaction presentation is a format that

Accepted Answer

A)  uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently.
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 stimulus by a salesperson, the prospect will buy.
D)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
E)  builds ties to customers based on a salesperson's attention and commitment to customer needs.F) B) and D)
G) B) and E)

Question 9

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

Accepted Answer

A)  an outside order taker
B)  an order getter
C)  a missionary salesperson
D)  a sales engineer
E)  an inside order takerF) B) and C)
G) All of the above

Question 10

The car salesman was overheard asking a prospective customer: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a

Accepted Answer

A)  stimulus-response presentation.
B)  formula selling presentation.
C)  need-satisfaction presentation.
D)  persuasive selling presentation.
E)  canned sales presentation.F) A) and D)
G) A) and C)

Question 11

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Accepted Answer

A)  relationship marketing.
B)  team selling.
C)  personal selling.
D)  sales engineering.
E)  sales management.F) C) and D)
G) All of the above

Question 12

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A)  data mining
B)  preapproach
C)  approach
D)  presentation
E)  prospectingF) A) and E)
G) A) and D)

Question 13

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Accepted Answer

A)  sales plan.
B)  salesforce framework.
C)  sales protocol.
D)  workload plan.
E)  sales assessment.F) A) and B)
G) C) and D)

Question 14

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Accepted Answer

A)  presentation
B)  approach
C)  follow-up
D)  preapproach
E)  closeF) B) and D)
G) A) and C)

Question 15

Explain the selling model that Xerox uses.

Accepted Answer

In 2001, Xerox shifted to a consultative...

Question 16

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a

Accepted Answer

A)  multi-reseller organization.
B)  geographical organization.
C)  customer sales organization.
D)  product/service sales organization.
E)  multilevel marketing organization.F) A) and B)
G) A) and C)

Question 17

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

Accepted Answer

The stimulus-response presentation forma...

Question 18

During the sales presentation, the prospect interrupted the salesperson's presentation and said, "Wait a minute. This looks like it's going to cost too much." The salesperson responded, "I think you'll be delighted with how relatively inexpensive this program is. I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

Accepted Answer

A)  acknowledge and convert the objection
B)  postpone
C)  agree and neutralize
D)  denial
E)  ignore the objectionF) A) and C)
G) A) and E)

Question 19

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 E)
G) All of the above

Question 20

An order getter is

Accepted Answer

A)  a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
B)  a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers.
C)  a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service.
D)  a person on the selling team who is responsible for obtaining qualified leads.
E)  a 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 C)
G) A) and B)

Exam 20: Personal Selling and Sales Management

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Correct Answer
verified

A need-satisfaction presentation is a format that

Correct Answer
verified

There are six commonly used techniques to deal with objections: __________, postpone, agree and neutralize, accept the objection, deny, and ignore the objection.

Correct Answer
verified

An order getter is

Correct Answer
verified

Explain the selling model that Xerox uses.

Correct Answer
verified
In 2001, Xerox shifted to a consultative...
View Answer

The car salesman was overheard asking a prospective customer: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a

Correct Answer
verified

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct Answer
verified

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) __________, and (3) may play a dominant role in a firm's marketing program.

Correct Answer
verified

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a

Correct Answer
verified

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

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

The three types of personal selling are order taking, order getting, and

Correct Answer
verified

Correct Answer
verified

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct Answer
verified

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

Correct Answer
verified

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct Answer
verified

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Correct Answer
verified

An order taker is a

Correct Answer
verified

Correct Answer
verified

Partnership selling refers to

Correct Answer
verified

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 Answer
verified

Exam 20: Personal Selling and Sales Management

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Correct AnswerverifiedShow Answer

A need-satisfaction presentation is a format that

Correct AnswerverifiedShow Answer

There are six commonly used techniques to deal with objections: __________, postpone, agree and neutralize, accept the objection, deny, and ignore the objection.

Correct AnswerverifiedShow Answer

An order getter is

Correct AnswerverifiedShow Answer

Explain the selling model that Xerox uses.

Correct AnswerverifiedIn 2001, Xerox shifted to a consultative...View AnswerShow Answer

The car salesman was overheard asking a prospective customer: "What type of driving do you do?" and "How many people will you usually have riding in your car?" and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a

Correct AnswerverifiedShow Answer

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) __________, and (3) may play a dominant role in a firm's marketing program.

Correct AnswerverifiedShow Answer

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a

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

The three types of personal selling are order taking, order getting, and

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Correct AnswerverifiedShow Answer

An order taker is a

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Partnership selling refers to

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

Correct Answer
verified

Correct Answer
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Correct Answer
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verified
In 2001, Xerox shifted to a consultative...
View Answer

Correct Answer
verified

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verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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