Question 1

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Accepted Answer

Sales management consists of three inter...

Question 2

A disadvantage of a customer sales organization is

Accepted Answer

A)  the need to assign just one salesperson to local, regional, national, and global territories.
B)  an increased need for multilingual salespeople.
C)  the smaller number of qualified sales managers.
D)  the need for close teamwork amongst a diverse salesforce.
E)  higher administrative costs and some duplication of selling effort.F) C) and D)
G) A) and B)

Question 3

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Accepted Answer

A)  inbound telemarketing
B)  outbound telemarketing
C)  outbound telepresence
D)  interactive marketing
E)  multichannel sellingF) A) and E)
G) B) and C)

Question 4

In a __________, the salesperson tries one appeal after another, hoping to "hit the right button."

Accepted Answer

A)  formula selling presentation
B)  persuasive sales presentation
C)  stimulus-satisfaction presentation
D)  stimulus-response presentation
E)  stimulus-selling presentationF) B) and D)
G) All of the above

Question 5

Sales management refers to

Accepted Answer

A)  the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm.
B)  the process of allocating funds for direct selling.
C)  only the recruiting, hiring, and training of a company's salesforce.
D)  the segmentation and selection of target markets to be addressed by a company's salesforce.
E)  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.F) B) and C)
G) B) and E)

Question 6

All of the following are dimensions of emotional intelligence EXCEPT:

Accepted Answer

A)  the ability to manage one's emotions and impulses.
B)  social skills.
C)  the cognitive and behavioral skills that result from repeated experience and reasoning.
D)  self-motivation skills.
E)  empathy.F) A) and C)
G) None of the above

Question 7

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 managementF) All of the above
G) C) and D)

Question 8

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Accepted Answer

A)  high, and the sales organization has a weak competitive position.
B)  low, and the sales organization has a strong competitive position.
C)  high, and there is a likelihood that a strong competitive position can be achieved.
D)  low, and the sales organization has a low competitive position.
E)  high, and the sales organization has strong competitive position.F) B) and C)
G) A) and B)

Question 9

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the __________ stage of the personal selling process.

Accepted Answer

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

Question 10

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, mobile phone, two phone lines, and office furniture. Such decreased selling costs are among the benefits of __________.

Accepted Answer

A)  direct selling
B)  inbound teleselling
C)  salesforce networking
D)  account management policies
E)  salesforce communicationF) C) and D)
G) A) and D)

Question 11

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

A)  assumptive close
B)  final close
C)  urgency close
D)  follow-up
E)  postpurchase evaluationF) A) and B)
G) A) and C)

Question 12

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A)  Order getters often replenish a retailer's inventories.
B)  Order getters are most often used in new-buy or modified rebuy situations.
C)  Order getters handle orders obtained on inbound telemarketing.
D)  Order getters typically process reorders for products already sold by the company.
E)  Order getter sales calls traditionally require the lowest financial investment from the firm.F) All of the above
G) A) and E)

Question 13

-Consider the Business Card Exchange Photo shown above. Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?

Accepted Answer

A)  presentation
B)  follow-up
C)  preapproach
D)  close
E)  approachF) D) and E)
G) B) and E)

Question 14

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Accepted Answer

A)  high, and the sales organization has a strong competitive position.
B)  low, and the sales organization has a strong competitive position.
C)  high, and there is a likelihood that a strong competitive position can be achieved.
D)  low, and the sales organization has a low competitive position.
E)  high, and the sales organization has strong competitive position.F) B) and C)
G) A) and D)

Question 15

Three major presentation formats exist: (1)  stimulus-response format; (2)  formula selling format; and (3)  __________.

Accepted Answer

A)  cold calling format
B)  stimulus-satisfaction format
C)  stimulus-selling format
D)  need-satisfaction format
E)  persuasive sales formatF) B) and C)
G) None of the above

Question 16

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

Question 17

Perhaps the most well-known component of Xerox's sales management process is its

Accepted Answer

A)  stellar business reputation.
B)  sustainability programs.
C)  sales representatives training program.
D)  challenging and dynamic environment.
E)  use of information technology.F) A) and C)
G) A) and E)

Question 18

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

Accepted Answer

A)  30
B)  40
C)  50
D)  60
E)  70F) A) and C)
G) C) and D)

Question 19

Salespeople for Godiva Chocolates use __________ to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers, thus providing better customer service.

Accepted Answer

A)  laptop computers
B)  tablet devices
C)  order processing software
D)  presentation software
E)  smartphonesF) All of the above
G) A) and D)

Question 20

The customer who wants or needs the product is referred to as a __________.

Accepted Answer

A)  hot lead
B)  cold call
C)  lead
D)  prospect
E)  qualified prospectF) None of the above
G) A) and B)

Exam 17: Personal Selling and Sales Management

A disadvantage of a customer sales organization is

Correct Answer
verified

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Correct Answer
verified

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

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Correct Answer
verified

In a __________, the salesperson tries one appeal after another, hoping to "hit the right button."

Correct Answer
verified

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

Correct Answer
verified

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Correct Answer
verified

Perhaps the most well-known component of Xerox's sales management process is its

Correct Answer
verified

Which of the following statements regarding order getters is most accurate?

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

The customer who wants or needs the product is referred to as a __________.

Correct Answer
verified

Salespeople for Godiva Chocolates use __________ to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers, thus providing better customer service.

Correct Answer
verified

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Correct Answer
verified
Sales management consists of three inter...
View Answer

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the __________ stage of the personal selling process.

Correct Answer
verified

All of the following are dimensions of emotional intelligence EXCEPT:

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

-Consider the Business Card Exchange Photo shown above. Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?

Correct Answer
verified

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Correct Answer
verified

Sales management refers to

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

A disadvantage of a customer sales organization is

Correct AnswerverifiedShow Answer

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Correct AnswerverifiedShow Answer

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

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Correct AnswerverifiedShow Answer

In a __________, the salesperson tries one appeal after another, hoping to "hit the right button."

Correct AnswerverifiedShow Answer

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

Correct AnswerverifiedShow Answer

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Correct AnswerverifiedShow Answer

Perhaps the most well-known component of Xerox's sales management process is its

Correct AnswerverifiedShow Answer

Which of the following statements regarding order getters is most accurate?

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

The customer who wants or needs the product is referred to as a __________.

Correct AnswerverifiedShow Answer

Salespeople for Godiva Chocolates use __________ to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers, thus providing better customer service.

Correct AnswerverifiedShow Answer

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Correct AnswerverifiedSales management consists of three inter...View AnswerShow Answer

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the __________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

All of the following are dimensions of emotional intelligence EXCEPT:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

-Consider the Business Card Exchange Photo shown above. Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?

Correct AnswerverifiedShow Answer

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Correct AnswerverifiedShow Answer

Sales management refers to

Correct AnswerverifiedShow Answer

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Sales management consists of three inter...
View Answer

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verified

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