Question 1

Which of the following is one of the five dimensions of emotional intelligence?

Accepted Answer

A)   the ability to read body language
B)   sense of humor
C)   self-awareness
D)   the ability to be positive
E)   a need to be in controlF) A) and B)
G) None of the above

Question 2

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) A) and C)
G) B) and E)

Question 3

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

Accepted Answer

A)   Order getters often replenish a retailer's inventories.
B)   Order getters handle orders obtained on inbound telemarketing.
C)   Order getters typically process reorders for products already sold by the company.
D)   Order getters primarily focus on performing promotional activities and introducing new products.
E)   Order getter sales calls traditionally require the greatest financial investment from the firm.F) B) and D)
G) C) and D)

Question 4

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) D) and E)

Question 5

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)   $400
E)   $500F) C) and D)
G) B) and E)

Question 6

Which is the simplest sales force organizational structure?

Accepted Answer

A)   profit
B)   customer
C)   product
D)   geographical
E)   marketF) B) and C)
G) B) and E)

Question 7

Figure 17-2

-As shown in Figure 17-2,F is the __________ stage in the personal selling process.

Accepted Answer

A)   presentation
B)   follow-up
C)   preapproach
D)   close
E)   approachF) None of the above
G) A) and E)

Question 8

As a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in

Accepted Answer

A)   adaptive selling.
B)   suggestive selling.
C)   formula selling.
D)   consultative selling.
E)   relationship selling.F) B) and C)
G) A) and B)

Question 9

________ are often employed by companies that use inbound telemarketing,such as a retailer's catalog phone banks.

Accepted Answer

A)   Inside order getters
B)   Missionary salespeople
C)   Sales associates
D)   Inside order takers
E)   Outside order takersF) A) and C)
G) D) and E)

Question 10

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of

Accepted Answer

A)   interactive marketing.
B)   multichannel selling.
C)   outbound telemarketing.
D)   social networking.
E)   inbound telemarketing.F) A) and E)
G) A) and B)

Question 11

Salespeople called outside order takers visit customers and

Accepted Answer

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

Question 12

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

Accepted Answer

A)   size of the sales force; financial outlay
B)   complexity of the product; amount of sales training
C)   amount of selling done; amount of creativity required
D)   amount of creativity; amount of sales training
E)   complexity of the product; financial outlayF) D) and E)
G) A) and B)

Question 13

With a __________,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Accepted Answer

A)   sales response compensation plan
B)   combination compensation plan
C)   sales plus compensation plan
D)   modified commission compensation plan
E)   market share compensation planF) A) and D)
G) A) and E)

Question 14

The three types of personal selling are order taking,order getting,and

Accepted Answer

A)   customer sales support.
B)   order fulfillment.
C)   order management.
D)   order processing.
E)   order shipment.F) A) and C)
G) A) and E)

Question 15

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Accepted Answer

A)   adaptive selling.
B)   suggestive selling.
C)   formula selling.
D)   consultative selling.
E)   relationship selling.F) D) and E)
G) C) and E)

Question 16

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) C) and D)

Question 17

The salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service" during which stage in the personnel selling process?

Accepted Answer

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

Question 18

The use of computer,information,communication,and Internet technology to make the sales function more effective and efficient is referred to as

Accepted Answer

A)   automated selling.
B)   direct selling.
C)   sales force automation.
D)   sales force computerization.
E)   sales force networking.F) A) and E)
G) B) and E)

Question 19

Quantitative assessments of sales performance may be based on output-related measures,such as

Accepted Answer

A)   dollar or unit sales volume, last year/current year sales ratio, and new accounts generated.
B)   sales calls, selling expenses, and account management policies.
C)   selling expenses, profits generated, and emotional intelligence quotient.
D)   new lead generation, sales quotas, and sales increases over the previous evaluation period.
E)   recruitment, selection, and training of new sales representatives.F) All of the above
G) B) and D)

Question 20

Figure 17-4 
-Consider Figure 17-4,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.B represents which account management policy?

Accepted Answer

A)   accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
B)   accounts that may offer a good opportunity if the sales organization can overcome its weak position
C)   accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
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) A) and E)
G) C) and D)

Exam 17: Personal Selling and Sales Management

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Correct Answer
verified

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

Which is the simplest sales force organizational structure?

Correct Answer
verified

The use of computer,information,communication,and Internet technology to make the sales function more effective and efficient is referred to as

Correct Answer
verified

Which of the following is one of the five dimensions of emotional intelligence?

Correct Answer
verified

________ are often employed by companies that use inbound telemarketing,such as a retailer's catalog phone banks.

Correct Answer
verified

Figure 17-2 -As shown in Figure 17-2,F is the __________ stage in the personal selling process.

Correct Answer
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Quantitative assessments of sales performance may be based on output-related measures,such as

Correct Answer
verified

Figure 17-4 -Consider Figure 17-4,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.B represents which account management policy?

Correct Answer
verified

Seminar selling is a method of personal selling in which

Correct Answer
verified

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

The three types of personal selling are order taking,order getting,and

Correct Answer
verified

With a __________,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Correct Answer
verified

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

Correct Answer
verified

Salespeople called outside order takers visit customers and

Correct Answer
verified

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of

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

Personal selling assumes many forms based on the and the to perform the sales task.

Correct Answer
verified

The salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service" during which stage in the personnel selling process?

Correct Answer
verified

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Correct AnswerverifiedShow 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

Which is the simplest sales force organizational structure?

Correct AnswerverifiedShow Answer

The use of computer,information,communication,and Internet technology to make the sales function more effective and efficient is referred to as

Correct AnswerverifiedShow Answer

Which of the following is one of the five dimensions of emotional intelligence?

Correct AnswerverifiedShow Answer

________ are often employed by companies that use inbound telemarketing,such as a retailer's catalog phone banks.

Correct AnswerverifiedShow Answer

Figure 17-2 -As shown in Figure 17-2,F is the __________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on output-related measures,such as

Correct AnswerverifiedShow Answer

Figure 17-4 -Consider Figure 17-4,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.B represents which account management policy?

Correct AnswerverifiedShow Answer

Seminar selling is a method of personal selling in which

Correct AnswerverifiedShow Answer

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

The three types of personal selling are order taking,order getting,and

Correct AnswerverifiedShow Answer

With a __________,a salesperson is paid a specified salary plus a commission on sales or profits generated.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Salespeople called outside order takers visit customers and

Correct AnswerverifiedShow Answer

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of

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

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

Correct AnswerverifiedShow Answer

The salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service" during which stage in the personnel selling process?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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Personal selling assumes many forms based on the and the to perform the sales task.

Correct Answer
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