Question 1

Doug Ames sells Mercedes Benz automobiles.While making his sales presentation to a newly qualified prospect,the prospect said,"Doug,I would really like to buy the car,but you know,the price of the automobile is just too high." In order to answer the prospect's objection,Ames responded,"Sir,you are correct.The price of the Mercedes Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car,the high resale value of the car,and the dependability and prestige associated with the Mercedes Benz brand.What technique did Ames use to handle the prospect's objection?

Accepted Answer

A)  the postpone technique
B)  the agree and neutralize technique
C)  the denial technique
D)  the accept the objection technique
E)  the acknowledge and convert techniqueF) C) and D)
G) A) and B)

Question 2

Which of the following statements regarding salesforce compensation plans is MOST ACCURATE?

Accepted Answer

A)  The most preferred compensation plan among sales people is the straight commission plan.
B)  Nonmonetary rewards are not very effective as salesforce motivators.
C)  New recruits are often more productive than seasoned professionals.
D)  Ineffective practices often lead to costly salesforce turnovers.
E)  The expense of training a new salesperson,including the cost of lost sales,is still lower than having to use a salary plus commission plan.F) C) and D)
G) A) and D)

Question 3

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called __________.

Accepted Answer

A)  team selling
B)  cold calling
C)  hot canvassing
D)  formula selling
E)  telemarketingF) B) and E)
G) C) and D)

Question 4

A job analysis refers to

Accepted Answer

A)  a thorough evaluation of a salesperson's performance based upon both input and output objectives.
B)  a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead from being converted into a sale.
C)  a study of a particular sales position,including how the job is to be performed and the tasks that make up the job.
D)  a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan.
E)  a written document that describes the job relationships and requirements that characterize each sales position.F) A) and C)
G) C) and D)

Question 5

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Accepted Answer

A)  President's Club
B)  Keener's Club
C)  Prestige Club
D)  Triumph Club
E)  Kudos ClubF) B) and D)
G) A) and E)

Question 6

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents which account management policy?

Accepted Answer

A)  accounts that the firm should consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping account if unprofitable
B)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
C)  accounts that offer a good opportunity because they have high potential and the sales organization has a strong position
D)  accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)  accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) B) and D)
G) D) and E)

Question 7

The sales manager told the salesperson,"Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Accepted Answer

A)  output-related
B)  input-related
C)  behaviorally-related
D)  cold-call related
E)  market-relatedF) A) and D)
G) B) and E)

Question 8

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)  trial closeF) C) and E)
G) B) and E)

Question 9

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 solutions to perceived problems the salesforce has identified
C)  different pricing options
D)  a meeting and presentation
E)  a visit to corporate headquarters for a complete tour of the facilitiesF) None of the above
G) D) and E)

Question 10

An order getter refers to

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

Question 11

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a __________.

Accepted Answer

A)  need-satisfaction presentation
B)  formula selling presentation
C)  stimulus-response presentation
D)  relationship selling presentation
E)  marketing concept presentationF) B) and E)
G) C) and E)

Question 12

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 on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the 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) A) and E)
G) C) and E)

Question 13

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Accepted Answer

A)  ensures follow-up.
B)  can be evaluated.
C)  is financially equitable.
D)  is ethical.
E)  is sustainable.F) D) and E)
G) A) and B)

Question 14

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 marketing.F) A) and B)
G) C) and D)

Question 15

Explain the role of missionary salespeople and sales engineers in the selling process.

Accepted Answer

Missionary salespeople do not directly s...

Question 16

The second task of a selling organization when it formulates a sales plan is to answer all of the following questions EXCEPT:

Accepted Answer

A)  "Should the firm use independent agents such as manufacturer's representatives?"
B)  "How many company salespeople should be employed?"
C)  "Should the company be organized according to geography,customer type,or offering?
D)  "Should the firm use its own salesforce?"
E)  "How should the salesforce be compensated?"F) A) and D)
G) A) and B)

Question 17

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl...

Question 18

It is estimated that the average cost of a single field sales call on a business customer is about __________,factoring in salespeople compensation,benefits,and travel-and-entertainment expenses.

Accepted Answer

A)  $150
B)  $250
C)  $300
D)  $350
E)  $400F) A) and E)
G) A) and D)

Question 19

A selling format that consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect is referred to as a __________.

Accepted Answer

A)  traditional hard sell
B)  formula selling presentation
C)  stimulus-response presentation
D)  needs-satisfaction presentation
E)  straight rebuy sales-pitchF) B) and E)
G) None of the above

Question 20

Seminar selling is a method of personal selling in which

Accepted Answer

A)  the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors.
B)  a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers.
C)  salespeople and other company resource people meet with buyers to discuss problems and opportunities.
D)  a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments.
E)  a company selling services tries to overcome the problems associated with the intangibility of service.F) A) and D)
G) A) and C)

Exam 20: Personal Selling and Sales Management

Seminar selling is a method of personal selling in which

Correct Answer
verified

A job analysis refers to

Correct Answer
verified

An order getter refers to

Correct Answer
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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

The sales manager told the salesperson,"Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Correct Answer
verified

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

It is estimated that the average cost of a single field sales call on a business customer is about __________,factoring in salespeople compensation,benefits,and travel-and-entertainment expenses.

Correct Answer
verified

Consultative selling style is very prominent in

Correct Answer
verified

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Correct Answer
verified

A selling format that consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect is referred to as a __________.

Correct Answer
verified

Correct Answer
verified

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct Answer
verified

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called __________.

Correct Answer
verified

The second task of a selling organization when it formulates a sales plan is to answer all of the following questions EXCEPT:

Correct Answer
verified

Which of the following statements regarding salesforce compensation plans is MOST ACCURATE?

Correct Answer
verified

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a __________.

Correct Answer
verified

Explain the role of missionary salespeople and sales engineers in the selling process.

Correct Answer
verified
Missionary salespeople do not directly s...
View Answer

Explain the difference between personal selling and sales management.

Correct Answer
verified
Personal selling involves the two-way fl...
View Answer

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents which account management policy?

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

Seminar selling is a method of personal selling in which

Correct AnswerverifiedShow Answer

A job analysis refers to

Correct AnswerverifiedShow Answer

An order getter refers to

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

The sales manager told the salesperson,"Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Correct AnswerverifiedShow Answer

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

It is estimated that the average cost of a single field sales call on a business customer is about __________,factoring in salespeople compensation,benefits,and travel-and-entertainment expenses.

Correct AnswerverifiedShow Answer

Consultative selling style is very prominent in

Correct AnswerverifiedShow Answer

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Correct AnswerverifiedShow Answer

A selling format that consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect is referred to as a __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct AnswerverifiedShow Answer

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called __________.

Correct AnswerverifiedShow Answer

The second task of a selling organization when it formulates a sales plan is to answer all of the following questions EXCEPT:

Correct AnswerverifiedShow Answer

Which of the following statements regarding salesforce compensation plans is MOST ACCURATE?

Correct AnswerverifiedShow Answer

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a __________.

Correct AnswerverifiedShow Answer

Explain the role of missionary salespeople and sales engineers in the selling process.

Correct AnswerverifiedMissionary salespeople do not directly s...View AnswerShow Answer

Explain the difference between personal selling and sales management.

Correct AnswerverifiedPersonal selling involves the two-way fl...View AnswerShow Answer

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents which account management policy?

Correct AnswerverifiedShow Answer

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Missionary salespeople do not directly s...
View Answer

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Personal selling involves the two-way fl...
View Answer

Correct Answer
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