Question 1

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Accepted Answer

A)  key account management.
B)  relationship marketing.
C)  relationship selling.
D)  customer account management.
E)  needs-satisfaction selling.F) B) and C)
G) B) and E)

Question 2

MooreChem created a marketing dashboard for each of its sales representatives. These dashboards included seven measures-sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction. Each metric was gauged to show actual salesperson performance

Accepted Answer

A)  in terms of company rank.
B)  relative to the rest of the sales team.
C)  relative to target goals.
D)  plus expectations for the next two years.
E)  based upon previous years of experiences.F) B) and D)
G) A) and D)

Question 3

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 B)
G) A) and E)

Question 4

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Accepted Answer

A)  prospecting
B)  preapproach
C)  approach
D)  presentation
E)  closeF) None of the above
G) A) and B)

Question 5

Salespeople called outside order takers visit customers and

Accepted Answer

A)  solve most of the technical problems.
B)  sell products tailored to their needs.
C)  help design the product displays.
D)  train the personnel management.
E)  replenish inventory stocks of resellers.F) A) and B)
G) D) and E)

Question 6

With a __________, a salesperson is paid a fixed fee per week, month, or year.

Accepted Answer

A)  sales response compensation plan
B)  combination compensation plan
C)  straight salary compensation plan
D)  straight commission compensation plan
E)  market share compensation planF) C) and D)
G) None of the above

Question 7

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Accepted Answer

A)  "I think I might be able to explain that better to you after showing you this diagram."
B)  "Yes, you're right, it is lighter but that is done intentionally to make your work easier."
C)  "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D)  "Where did you hear that? Your source must have erroneous information."
E)  "As I was saying…."F) A) and B)
G) None of the above

Question 8

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 E)
G) A) and E)

Question 9

Adaptive 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) A) and E)
G) A) and D)

Question 10

A sales engineer is a

Accepted Answer

A)  salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services.
B)  salesperson who processes routine orders or reorders for products that are presold by the company.
C)  salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
D)  person on the selling team who is responsible for supervising his or her company's R&D expenditures.
E)  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 B)
G) B) and E)

Question 11

What are the three types of prospects?

Accepted Answer

A)  leads, prospects, and buyers
B)  leads, prospects, and qualified prospects
C)  cold, warm, and hot
D)  awareness, trial, and adoption
E)  primary leads, secondary leads, and final leadsF) B) and E)
G) D) and E)

Question 12

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)  Salespeople have little say in a company's account management policies.
B)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.
C)  Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security.
D)  Salespeople create customer value by providing follow-through after the sale.
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.F) All of the above
G) A) and E)

Question 13

Which salesforce organizational structure is best when there are many different buyers with many different or specialized needs?

Accepted Answer

A)  NAICS
B)  customer
C)  product
D)  geographical
E)  mass customerizationF) C) and E)
G) All of the above

Question 14

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 ...

Question 15

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as

Accepted Answer

A)  rationalizations.
B)  equivocations.
C)  refusals.
D)  objections.
E)  qualifications.F) A) and D)
G) A) and C)

Question 16

There are three key reasons for putting the customer into customer solutions in selling: (1)  considerable time and effort is necessary to fully understand a specific customer's requirements; (2)  effective customer solutions are based on relationships among sellers and buyers; and (3)  __________.

Accepted Answer

A)  it is ultimately the customer who converts a lead into a sale
B)  only the customer knows how much it is willing to pay for any given solution
C)  consultative selling is central to providing novel solutions for customers, thereby creating value for them
D)  only the salesperson knows when the solution has finally been found
E)  customers are better able to articulate their problems and solutions than sellersF) A) and E)
G) A) and D)

Question 17

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

Accepted Answer

A)  new buy
B)  modified rebuy
C)  straight rebuy
D)  team rebuy
E)  need rebuyF) A) and D)
G) A) and E)

Question 18

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1)  are the critical link between a firm and its customers, (2)  are the company in consumers' eyes, and (3)  __________.

Accepted Answer

A)  play a key role in research and development
B)  are the ultimate channel of distribution
C)  provide the most valuable resource for segmenting and selecting target markets
D)  are one of many people in a firm that contacts potential customers
E)  may play a dominant role in a firm's marketing programF) A) and B)
G) C) and E)

Question 19

A __________ explains: (1)  to whom a salesperson reports, (2)  how a salesperson interacts with other company personnel, (3)  the customers to be called on, (4)  the specific activities to be carried out, (5)  the physical and mental demands of the job, and (6)  the types of products and services to be sold.

Accepted Answer

A)  sales plan
B)  job analysis
C)  sales performance audit
D)  job description
E)  personal performance planF) All of the above
G) C) and D)

Question 20

Explain what occurs during the closing stage of the selling process and list the three types of close.

Accepted Answer

The closing stage in the selling process...

Exam 20: Personal Selling and Sales Management

Salespeople called outside order takers visit customers and

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
verified

MooreChem created a marketing dashboard for each of its sales representatives. These dashboards included seven measures-sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction. Each metric was gauged to show actual salesperson performance

Correct Answer
verified

Adaptive selling refers to a presentation format that

Correct Answer
verified

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct Answer
verified

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

Correct Answer
verified
Objections are excuses for not making a ...
View Answer

Which salesforce organizational structure is best when there are many different buyers with many different or specialized needs?

Correct Answer
verified

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as

Correct Answer
verified

With a __________, a salesperson is paid a fixed fee per week, month, or year.

Correct Answer
verified

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Correct Answer
verified

Which of the following statements regarding the role of salespeople is most accurate?

Correct Answer
verified

Correct Answer
verified

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3) __________.

Correct Answer
verified

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

Correct Answer
verified

A sales engineer is a

Correct Answer
verified

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) are the company in consumers' eyes, and (3) __________.

Correct Answer
verified

Seminar selling is a method of personal selling in which

Correct Answer
verified

What are the three types of prospects?

Correct Answer
verified

Explain what occurs during the closing stage of the selling process and list the three types of close.

Correct Answer
verified
The closing stage in the selling process...
View Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

Salespeople called outside order takers visit customers and

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

MooreChem created a marketing dashboard for each of its sales representatives. These dashboards included seven measures-sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction. Each metric was gauged to show actual salesperson performance

Correct AnswerverifiedShow Answer

Adaptive selling refers to a presentation format that

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedObjections are excuses for not making a ...View AnswerShow Answer

Which salesforce organizational structure is best when there are many different buyers with many different or specialized needs?

Correct AnswerverifiedShow Answer

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as

Correct AnswerverifiedShow Answer

With a __________, a salesperson is paid a fixed fee per week, month, or year.

Correct AnswerverifiedShow Answer

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is most accurate?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3) __________.

Correct AnswerverifiedShow Answer

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

Correct AnswerverifiedShow Answer

A sales engineer is a

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort. Salespeople: (1) are the critical link between a firm and its customers, (2) are the company in consumers' eyes, and (3) __________.

Correct AnswerverifiedShow Answer

Seminar selling is a method of personal selling in which

Correct AnswerverifiedShow Answer

What are the three types of prospects?

Correct AnswerverifiedShow Answer

Explain what occurs during the closing stage of the selling process and list the three types of close.

Correct AnswerverifiedThe closing stage in the selling process...View AnswerShow Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Correct AnswerverifiedShow Answer

Correct Answer
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Objections are excuses for not making a ...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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The closing stage in the selling process...
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Correct Answer
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