Question 1

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

Question 2

Recently,Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide.Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer.The Microsoft expert is most likely engaged in

Accepted Answer

A)   relationship selling.
B)   formula selling.
C)   suggestive selling.
D)   adaptive selling.
E)   consultative selling.F) B) and C)
G) C) and E) E

Question 3

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the sales force prepares for a presentation by

Accepted Answer

A)   having a cross-functional team teleconference before each customer encounter.
B)   preparing state-of-the-art presentations about the newest Xerox printer technologies.
C)   familiarizing themselves with the potential client and its document needs.
D)   secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware.
E)   role-playing different possible scenarios that might occur during the actual sales presentation.F) B) and C)
G) B) and E)

Question 4

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) C) and E)

Question 5

Two selling styles associated with the need-satisfaction presentation format are

Accepted Answer

A)   adaptive selling and confrontational selling.
B)   adaptive selling and consultative selling.
C)   suggestive selling and canned selling.
D)   adaptive selling and suggestive selling.
E)   suggestive selling and consultative selling.F) A) and B)
G) All of the above

Question 6

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

Question 7

The name of a person who may be a possible customer is referred to as

Accepted Answer

A)   an "A" list.
B)   a cold call.
C)   a lead.
D)   a prospect.
E)   a qualified prospect.F) D) and E)
G) C) and D)

Question 8

One of the most crucial tasks of sales management is __________; it begins with a carefully crafted job analysis.

Accepted Answer

A)   sales force evaluation
B)   setting sales objectives
C)   developing account management policies
D)   sales force motivation and compensation
E)   effective recruitment and selection of salespeopleF) A) and B)
G) B) and E)

Question 9

A sales quota contains goals,such as last year/current year sales ratio,accounts generated,profit achieved,or

Accepted Answer

A)   sales of specific products.
B)   new clients contacted.
C)   reports filed.
D)   complaints received.
E)   customer enquiries.F) B) and E)
G) C) and D)

Question 10

What would most likely occur at the preapproach stage in a business selling situation?

Accepted Answer

A)   The order getter would make initial contact with the order taker.
B)   The search for and qualification of prospects would begin.
C)   The initial meeting would transpire and business would be concluded.
D)   A decision would be made concerning whether the sale would be a straight rebuy, a modified rebuy, or a new buy.
E)   The prospect's buying role, important buying criteria, and receptivity to a presentation would be determined.F) A) and B)
G) A) and C)

Question 11

Personal selling serves several major roles in a firm's overall marketing effort; for one,salespeople

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 heavily involved in interpreting the company's marketing research.F) B) and E)
G) B) and C) B

Question 12

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 D)
G) A) and E)

Question 13

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________ and impose fines for violations.

Accepted Answer

A)   Do Not Disturb Registry
B)   Do Not Call Registry
C)   Do Not Interrupt Registry
D)   Do Not Infringe Registry
E)   Do Not Agitate RegistryF) B) and C)
G) C) and E)

Question 14

Research suggests 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) B) and D)
G) A) and B)

Question 15

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) A) and E)
G) None of the above

Question 16

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Accepted Answer

A)   order processing.
B)   order taking.
C)   customer value creation.
D)   relationship selling.
E)   partnership selling.F) C) and D)
G) A) and E)

Question 17

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

Question 18

All of the following are behavioral measures that are used to evaluate salespeople except which?

Accepted Answer

A)   attitude
B)   product knowledge
C)   sales
D)   communication skills
E)   appearanceF) A) and C)
G) D) and E)

Question 19

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)   sales force framework.
C)   sales protocol.
D)   selling work order.
E)   sales assessment.F) B) and D)
G) C) and D)

Question 20

SFA is an acronym for

Accepted Answer

A)   sales force automation.
B)   sales factory automation.
C)   sales flexible automation.
D)   sales functional automation.
E)   sales frequency automation.F) C) and E)
G) B) and C) A

Exam 17: Personal Selling and Sales Management

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

Correct Answer
verified

Correct Answer
verified
E

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the sales force prepares for a presentation by

Correct Answer
verified

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 Answer
verified

Two selling styles associated with the need-satisfaction presentation format are

Correct Answer
verified

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

Correct Answer
verified

The name of a person who may be a possible customer is referred to as

Correct Answer
verified

One of the most crucial tasks of sales management is __________; it begins with a carefully crafted job analysis.

Correct Answer
verified

A sales quota contains goals,such as last year/current year sales ratio,accounts generated,profit achieved,or

Correct Answer
verified

What would most likely occur at the preapproach stage in a business selling situation?

Correct Answer
verified

Personal selling serves several major roles in a firm's overall marketing effort; for one,salespeople

Correct Answer
verified
B

An order getter is

Correct Answer
verified

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________ and impose fines for violations.

Correct Answer
verified

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

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

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Correct Answer
verified

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 Answer
verified

All of the following are behavioral measures that are used to evaluate salespeople except which?

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

SFA is an acronym for

Correct Answer
verified
A

Exam 17: Personal Selling and Sales Management

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedE

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the sales force prepares for a presentation by

Correct AnswerverifiedShow Answer

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

Two selling styles associated with the need-satisfaction presentation format are

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The name of a person who may be a possible customer is referred to as

Correct AnswerverifiedShow Answer

One of the most crucial tasks of sales management is __________; it begins with a carefully crafted job analysis.

Correct AnswerverifiedShow Answer

A sales quota contains goals,such as last year/current year sales ratio,accounts generated,profit achieved,or

Correct AnswerverifiedShow Answer

What would most likely occur at the preapproach stage in a business selling situation?

Correct AnswerverifiedShow Answer

Personal selling serves several major roles in a firm's overall marketing effort; for one,salespeople

Correct AnswerverifiedB

An order getter is

Correct AnswerverifiedShow Answer

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________ and impose fines for violations.

Correct AnswerverifiedShow Answer

Research suggests 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

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

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Correct AnswerverifiedShow 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

All of the following are behavioral measures that are used to evaluate salespeople except which?

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

SFA is an acronym for

Correct AnswerverifiedA

Correct Answer
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E

Correct Answer
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Correct Answer
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B

Correct Answer
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A