Question 1

Which form of personal selling has the lowest requirement for problem solving?

Accepted Answer

A)  order taker
B)  order getter
C)  sales engineer
D)  missionary salesperson
E)  partnership sellingF) A) and E)
G) A) and D)

Question 2

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Wal-Mart, to identify ways to develop, promote, and deliver products.This type of sales approach is called __________.

Accepted Answer

A)  team selling
B)  adaptive selling
C)  personal selling
D)  formula selling
E)  missionary sellingF) D) and E)
G) A) and B)

Question 3

Hewlett-Packard recently shifted its entire U.S.salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/copier, cellular phone, two phone lines, and office furniture.Such decreased selling costs are among the benefits of __________.

Accepted Answer

A)  personal selling
B)  direct marketing
C)  salesforce automation
D)  decentralization
E)  account management policiesF) B) and C)
G) C) and D)

Question 4

Excuses for not making a purchase commitment or decision are referred to as __________.

Accepted Answer

A)  rationalizations
B)  equivocations
C)  qualifications
D)  objections
E)  refusalsF) C) and D)
G) A) and C)

Question 5

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 and short-term.
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 D)
G) A) and B)

Question 6

FIGURE 17-6 
-Figure 17-6 above depicts the sales management process which involves three interrelated functions.Cell "C" refers to

Accepted Answer

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

Question 7

Consultative selling style is very prominent in

Accepted Answer

A)  business-to-business marketing
B)  business-to-government marketing
C)  consumer-to-consumer marketing
D)  consumer-to-business marketing
E)  consumer-to-government marketingF) B) and E)
G) C) and E)

Question 8

As a sales manager you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Accepted Answer

A)  the salesperson has not been working as hard as he should have.
B)  the salesperson is selling too many high margin products.
C)  the salesperson is selling too many low margin products.
D)  the size of the salesperson's submitted orders is too small.
E)  the size of the salesperson's submitted orders is too large.F) B) and C)
G) A) and B)

Question 9

Salesforce automation is the use of_________ to make the sales function more efficient and effective.

Accepted Answer

A)  workload method
B)  territory matrixes
C)  sales equity formulas
D)  technology
E)  policiesF) B) and C)
G) B) and E)

Question 10

FIGURE 17-3 
-As shown in Figure 17-3 above, stage "A" in the personal selling process is the __________ stage.

Accepted Answer

A)  prospecting
B)  preapproach
C)  presentation
D)  approach
E)  follow-upF) C) and D)
G) A) and E)

Question 11

The sales process at Xerox typically follows the six stages of the personal selling process.During the third stage, a Xerox sales representative approaches the prospect and suggests __________.

Accepted Answer

A)  several product alternatives
B)  several problem solutions
C)  different pricing options
D)  a meeting and presentation
E)  a visit to corporate headquarters for a full tour of the facilitiesF) None of the above
G) A) and C)

Question 12

Research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Accepted Answer

A)  25%
B)  30%
C)  40%
D)  50%
E)  75%F) A) and C)
G) A) and B)

Question 13

When using an account management policy grid, an account would typically be assigned a light personal selling call frequency if it has a

Accepted Answer

A)  high opportunity rating, and the sales organization has a strong position.
B)  low opportunity rating, and sales organization has a strong position.
C)  high opportunity rating, and there is a likelihood that a strong sales position can be achieved.
D)  low opportunity rating, and the sales organization has a low competitive position.
E)  high opportunity rating, and the sales organization has strong position.F) None of the above
G) B) and E)

Question 14

When 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 he completes his 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)  sales function compensation planF) All of the above
G) A) and E)

Question 15

The ___________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building.

Accepted Answer

A)  canned sales
B)  formula selling
C)  need-satisfaction
D)  persuasive selling
E)  stimulus-responseF) None of the above
G) A) and E)

Question 16

The sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets.Within each geographic area, the majority of Xerox products and services are typically sold through its

Accepted Answer

A)  distributors
B)  direct sales force
C)  indirect sales force
D)  order takers
E)  telemarketersF) C) and D)
G) D) and E)

Question 17

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

Accepted Answer

A)  redirect
B)  ignore the objection
C)  defer to a supervisor
D)  ask additional questions
E)  identify competitor shortcomingsF) C) and D)
G) A) and E)

Question 18

The use of teams of sales, service, and often technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as __________.

Accepted Answer

A)  sales management
B)  formula selling
C)  adaptive selling
D)  consultative selling
E)  key account managementF) A) and D)
G) C) and E)

Question 19

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using a(n)  __________.

Accepted Answer

A)  reactive close
B)  urgency close
C)  assumption close
D)  consultative close
E)  definitive closeF) None of the above
G) C) and E)

Question 20

If an individual wants the product, can afford to buy it, and is the decision maker, this individual is referred to as a(n)  __________.

Accepted Answer

A)  qualified prospect
B)  proactive buyer
C)  activated lead
D)  lead initiator
E)  hot prospectF) B) and E)
G) B) and D)

Exam 17: Personal Selling and Sales Management

The sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets.Within each geographic area, the majority of Xerox products and services are typically sold through its

Correct Answer
verified

The sales process at Xerox typically follows the six stages of the personal selling process.During the third stage, a Xerox sales representative approaches the prospect and suggests __________.

Correct Answer
verified

Research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Correct Answer
verified

FIGURE 17-3 -As shown in Figure 17-3 above, stage "A" in the personal selling process is the __________ stage.

Correct Answer
verified

Which form of personal selling has the lowest requirement for problem solving?

Correct Answer
verified

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

Correct Answer
verified

FIGURE 17-6 -Figure 17-6 above depicts the sales management process which involves three interrelated functions.Cell "C" refers to

Correct Answer
verified

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using a(n) __________.

Correct Answer
verified

Excuses for not making a purchase commitment or decision are referred to as __________.

Correct Answer
verified

Correct Answer
verified

Consultative selling style is very prominent in

Correct Answer
verified

Correct Answer
verified

If an individual wants the product, can afford to buy it, and is the decision maker, this individual is referred to as a(n) __________.

Correct Answer
verified

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

Correct Answer
verified

When using an account management policy grid, an account would typically be assigned a light personal selling call frequency if it has a

Correct Answer
verified

The ___________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building.

Correct Answer
verified

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Wal-Mart, to identify ways to develop, promote, and deliver products.This type of sales approach is called __________.

Correct Answer
verified

As a sales manager you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Correct Answer
verified

Salesforce automation is the use of_________ to make the sales function more efficient and effective.

Correct Answer
verified

The use of teams of sales, service, and often technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as __________.

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

The sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets.Within each geographic area, the majority of Xerox products and services are typically sold through its

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the third stage, a Xerox sales representative approaches the prospect and suggests __________.

Correct AnswerverifiedShow Answer

Research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Correct AnswerverifiedShow Answer

FIGURE 17-3 -As shown in Figure 17-3 above, stage "A" in the personal selling process is the __________ stage.

Correct AnswerverifiedShow Answer

Which form of personal selling has the lowest requirement for problem solving?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

FIGURE 17-6 -Figure 17-6 above depicts the sales management process which involves three interrelated functions.Cell "C" refers to

Correct AnswerverifiedShow Answer

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using a(n) __________.

Correct AnswerverifiedShow Answer

Excuses for not making a purchase commitment or decision are referred to as __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Consultative selling style is very prominent in

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

If an individual wants the product, can afford to buy it, and is the decision maker, this individual is referred to as a(n) __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When using an account management policy grid, an account would typically be assigned a light personal selling call frequency if it has a

Correct AnswerverifiedShow Answer

The ___________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building.

Correct AnswerverifiedShow Answer

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Wal-Mart, to identify ways to develop, promote, and deliver products.This type of sales approach is called __________.

Correct AnswerverifiedShow Answer

As a sales manager you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Correct AnswerverifiedShow Answer

Salesforce automation is the use of_________ to make the sales function more efficient and effective.

Correct AnswerverifiedShow Answer

The use of teams of sales, service, and often technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations is referred to as __________.

Correct AnswerverifiedShow Answer

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