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Exam 20: Personal Selling and Sales Management

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Question 31

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The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the salesforce prepares for a presentation by

A) having a cross-functional team teleconference before each customer encounter.
B) preparing state-of-the-art presentations about the newest Xerox printer technologies.
C) familiarizing themselves with the potential client and its document needs.
D) secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware.
E) role-playing different possible scenarios that might occur during the actual sales presentation.

F) C) and D)
G) A) and E)

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Question 32

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Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

A) missionary salespeople
B) sales engineers
C) outside order getters
D) inside order getters
E) outbound telemarketers

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

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Question 33

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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

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

The final stage in the personal selling process is referred to as

The personal selling process encompasses __________ distinct selling stages.

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Faulkner is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

If the salesperson's objective is to "gather information and decide how to approach the prospect," what is the name of this stage in the personnel selling process?

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer, is referred to as

A third type of sales objective is __________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Another name for cold calling is

Policies that specify who salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

There are three major tasks involved in the implementation stage of the sales management process: salesforce recruitment and selection, __________, and salesforce motivation and compensation.

Asking the prospect to make a decision on some aspect of the purchase is referred to as __________ close.

The disadvantage of product sales organization is

One reason follow-up is so important is that 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.

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.

A sales quota contains goals, such as sales produced, accounts generated, profit achieved, and/or

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

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