Question 1

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

Question 2

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

Accepted Answer

A)  missionary selling
B)  outbound telemarketing
C)  cold canvassing
D)  inbound telemarketing
E)  team sellingF) C) and D)
G) B) and E)

Question 3

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 preapproachF) None of the above
G) A) and B)

Question 4

Russ Berry Company is a company that makes gifts and collectibles.When its southeastern sales representative is driving through a community on her way to make a sales call,she looks for small independent florists and gift shops.When she finds a retailer whom she knows is not carrying Russ products,she stops and makes a sales call.The company's sales rep uses __________ to find prospects.

Accepted Answer

A)  stimulus-response selling
B)  order taking
C)  cold canvassing
D)  formula selling
E)  telemarketingF) A) and B)
G) B) and E) C

Question 5

Lindsey Smith's selling success is due in large part to her

Accepted Answer

A)  developing relationships with CEOs and CFOs.
B)  using a team of sales personnel,technical specialists and health care professionals in selling to and servicing key customers.
C)  continually reinforcing GE Healthcare's competitive advantage.
D)  simplifying sales presentations for technical products.
E)  staying on top of marketing trends for business-to-business selling.F) B) and E)
G) D) and E)

Question 6

A need-satisfaction presentation refers to a presentation format that

Accepted Answer

A)  uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently.
B)  consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect.
C)  assumes that given the appropriate stimulus by a salesperson,the prospect will buy.
D)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
E)  builds ties to customers based on a salesperson's attention and commitment to customer needs.F) B) and E)
G) C) and D)

Question 7

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Accepted Answer

A)  new sales,new lead generation,and customer billing.
B)  sales calls,selling expenses,and account management policies.
C)  selling expenses,profits generated,and account management policies.
D)  new lead generation,sales quotas,and sales increases over the previous evaluation period.
E)  recruitment,selection,and training of new sales representatives.F) C) and D)
G) A) and C)

Question 8

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

Question 9

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Accepted Answer

Objections are excuses for not making a purchase commitment or decision.They may be valid and based on the characteristics of the product,or they may be invalid,which reflects prospect skepticism or indifference to the product.The six techniques for handling objections are: (1)acknowledge and convert the objection by using the objection as a reason for buying; (2)postpone an immediate response by informing the prospect that the objection will be dealt with later in the presentation; (3)agree and neutralize the objection by comparing relative benefits; (4)accept the objection as valid,probe the prospect for the reason behind it,and attempt to stimulate further discussion on the objection; (5)deny a prospect's objection when it is based on misinformation or is untrue; and (6)ignore the objection when it appears that it is a mere stalling mechanism or is clearly not important to the prospect.When using the above techniques salespeople must be courteous,ethical,and professional in their manner.

Question 10

Consultative selling refers to a presentation format that

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution.
C)  consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect.
D)  assumes that given the appropriate stimulus by a salesperson,the prospect will buy.
E)  involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information.F) C) and E)
G) A) and B)

Question 11

-At the __________ stage in the personal selling process,a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Accepted Answer

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

Question 12

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Accepted Answer

A)  approach
B)  presentation
C)  closing
D)  follow-up
E)  saleF) B) and E)
G) C) and D)

Question 13

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 B)
G) All of the above

Question 14

-As shown in Figure 17-2 above,"C" is the__________ stage in the personal selling process.

Accepted Answer

A)  approach
B)  presentation
C)  follow-up
D)  prospecting
E)  preapproachF) A) and B)
G) B) and D)

Question 15

Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Accepted Answer

A)  inside order takers
B)  outside order takers
C)  inbound telemarketers
D)  outbound telemarketers
E)  management order takersF) A) and C)
G) A) and D)

Question 16

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

Question 17

During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Accepted Answer

A)  prospecting
B)  preapproach
C)  approach
D)  presentation
E)  closingF) A) and E)
G) A) and B)

Question 18

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Accepted Answer

A)  qualified prospect
B)  customer
C)  lead
D)  prospect
E)  gatekeeperF) A) and D)
G) A) and C)

Question 19

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 sellingF) None of the above
G) A) and B) B

Question 20

-Consider Figure 17-A above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."A" represents which type of salesforce organization structure?

Accepted Answer

A)  geographical
B)  NAICS
C)  product/service
D)  market type
E)  customerF) C) and D)
G) None of the above

Exam 17: Personal Selling and Sales Management

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

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

Correct Answer
verified

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 Answer
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Correct Answer
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C

Lindsey Smith's selling success is due in large part to her

Correct Answer
verified

A need-satisfaction presentation refers to a presentation format that

Correct Answer
verified

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Correct Answer
verified

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

Correct Answer
verified

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Consultative selling refers to a presentation format that

Correct Answer
verified

-At the __________ stage in the personal selling process,a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Correct Answer
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At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Correct Answer
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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
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-As shown in Figure 17-2 above,"C" is the__________ stage in the personal selling process.

Correct Answer
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Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Correct Answer
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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
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During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Correct Answer
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A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Correct Answer
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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 Answer
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B

-Consider Figure 17-A above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."A" represents which type of salesforce organization structure?

Correct Answer
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Exam 17: Personal Selling and Sales Management

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

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

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

Correct AnswerverifiedC

Lindsey Smith's selling success is due in large part to her

Correct AnswerverifiedShow Answer

A need-satisfaction presentation refers to a presentation format that

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Consultative selling refers to a presentation format that

Correct AnswerverifiedShow Answer

-At the __________ stage in the personal selling process,a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Correct AnswerverifiedShow Answer

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

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

-As shown in Figure 17-2 above,"C" is the__________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

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

During the __________ stage of personal selling,a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Correct AnswerverifiedShow Answer

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

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 AnswerverifiedB

-Consider Figure 17-A above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."A" represents which type of salesforce organization structure?

Correct AnswerverifiedShow Answer

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C

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B

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