Question 1

Figure 17-3 
-Figure 17-3 depicts the sales management process that involves three interrelated functions.C refers to

Accepted Answer

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

Question 2

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 B)
G) C) and D)

Question 3

The disadvantage of product sales organization is

Accepted Answer

A)   it increases the number of salespersons in the sales force since most product sales organizations are based around standard rebuys.
B)   there is a larger cost for sales since this method is chosen for products that inherently have little or no product variation.
C)   it significantly maximizes travel time, expenses, and duplication of selling effort from one territory to another.
D)   it increases the requirement for more sales managers since the sales force is paid strictly on commission, which acts as a significant self-motivator.
E)   it produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer.F) D) and E)
G) A) and B)

Question 4

What percentage of a sales representative's time is spent selling?

Accepted Answer

A)   12 percent
B)   41 percent
C)   58 percent
D)   73 percent
E)   92 percentF) C) and E)
G) A) and B)

Question 5

All of the following are dimensions of emotional intelligence except which?

Accepted Answer

A)   the ability to manage one's emotions and impulses
B)   social skills
C)   intentional learning
D)   self-motivation skills
E)   empathyF) A) and D)
G) C) and E)

Question 6

Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement.The ad asks people to return the card for more information on how its encyclopedias can help children do better in school.Encyclopedia Britannica was engaged in

Accepted Answer

A)   cold canvassing.
B)   order taking.
C)   sales follow-up.
D)   stimulus-response selling.
E)   prospecting.F) A) and D)
G) A) and C)

Question 7

An assumptive close refers to

Accepted Answer

A)   demanding 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) B) and E)
G) C) and D)

Question 8

Recent research indicates that a salesperson's __________ can influence his or her drive to create customer value.

Accepted Answer

A)   VALS profile
B)   country of origin
C)   genetic predisposition
D)   education
E)   social classF) C) and E)
G) D) and E)

Question 9

All of the following are output-related measures used in quantitative assessments of sales performance except which?

Accepted Answer

A)   new accounts generated
B)   dollar or unit sales volume
C)   sales of specific products
D)   selling expense related to sales made
E)   current sales ratioF) A) and B)
G) A) and C)

Question 10

Account management policies

Accepted Answer

A)   specify how salespeople will be compensated and how sales performance will be evaluated.
B)   specify which products or services will be offered to which consumers, through which outlets, and at what price.
C)   specify the organizational structure of the sales force and set the sales goals for both individual sales representatives and the sales force as a whole.
D)   specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out.
E)   determine the sales quotas for the upcoming year based upon past sales performance and current estimates of demand.F) A) and B)
G) B) and C)

Question 11

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as

Accepted Answer

A)   relationship selling.
B)   adaptive selling.
C)   consultative selling.
D)   proactive selling.
E)   cooperative selling.F) B) and C)
G) A) and B)

Question 12

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

Question 13

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for? " is engaged in

Accepted Answer

A)   stimulus-response selling.
B)   closing the sale.
C)   prospecting.
D)   order taking.
E)   creating a preapproach.F) A) and B)
G) None of the above

Question 14

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 crossovers instead of sedans." Here,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) B) and C)
G) None of the above

Question 15

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $500 for a single field sales call.

Accepted Answer

A)   $10 to $15
B)   $15 to $20
C)   $20 to $25
D)   $40 to $50
E)   $60 to $70F) A) and D)
G) A) and E)

Question 16

At White Chemical Co.,management is examining its selling strategy and wants to acknowledge the role its sales staff has in undertaking sales support (nonselling) activities,yet keep the salespeople directed toward increasing sales for the next year.What advice is most likely to be appropriate here?

Accepted Answer

A)   Provide a base salary and a commission on sales generated.
B)   Give a raise to every salesperson as a motivational incentive.
C)   Provide year-end bonuses to reward the sales force personnel who perform the best.
D)   Offer straight salaries and give raises if the sales go up.
E)   Offer straight commission and if sales improve, raise the commission rates.F) A) and C)
G) A) and B)

Question 17

All of the following are types of sales objectives except which?

Accepted Answer

A)   input-related
B)   employer-related
C)   competitor-related
D)   behaviorally related
E)   output-relatedF) B) and E)
G) A) and B)

Question 18

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)   Salespeople can identify creative solutions to customer problems.
B)   Salespeople have little say in a company's account management policies.
C)   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.
D)   Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security.
E)   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.F) B) and C)
G) A) and B)

Question 19

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

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

Question 20

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

Exam 17: Personal Selling and Sales Management

What percentage of a sales representative's time is spent selling?

Correct AnswerverifiedShow Answer

Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement.The ad asks people to return the card for more information on how its encyclopedias can help children do better in school.Encyclopedia Britannica was engaged in

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

All of the following are types of sales objectives except which?

Correct AnswerverifiedShow Answer

Recent research indicates that a salesperson's __________ can influence his or her drive to create customer value.

Correct AnswerverifiedShow Answer

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as

Correct AnswerverifiedShow Answer

The disadvantage of product sales organization is

Correct AnswerverifiedShow Answer

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $500 for a single field sales call.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct AnswerverifiedShow 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 crossovers instead of sedans." Here,the car salesman was using a

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Account management policies

Correct AnswerverifiedShow Answer

All of the following are dimensions of emotional intelligence except which?

Correct AnswerverifiedShow Answer

Figure 17-3 -Figure 17-3 depicts the sales management process that involves three interrelated functions.C refers to

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is most accurate?

Correct AnswerverifiedShow Answer

All of the following are output-related measures used in quantitative assessments of sales performance except which?

Correct AnswerverifiedShow Answer

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for? " is engaged in

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

An assumptive close refers to

Correct AnswerverifiedShow Answer

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