Question 1

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its sales force was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio...

Question 2

Explain the difference between relationship selling and partnership selling.

Accepted Answer

Relationship selling is the practice of ...

Question 3

Personal selling begins with the __________ stage.

Accepted Answer

A)   lead
B)   presentation
C)   preapproach
D)   prospecting
E)   introductionF) C) and D)
G) B) and C)

Question 4

A __________ is a written document that describes job relationships and requirements that characterize each sales position.

Accepted Answer

A)   sales plan
B)   job analysis
C)   employee contract
D)   job description
E)   personal performance planF) A) and D)
G) B) and D)

Question 5

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as,"What are the decorating trends in this region? " and "What are you doing to take advantage of this trend?
" This company trains its salespeople to develop a sales presentation style that emphasizes the needs and wants of its retailers.Once key needs have been uncovered,the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the __________ selling format.

Accepted Answer

A)   need-satisfaction
B)   formula
C)   stimulus-response
D)   creative
E)   problem resolutionF) B) and D)
G) B) and E)

Question 6

Relationship selling refers to

Accepted Answer

A)   the assignment of a single salesperson to a single customer throughout the entire sales process.
B)   when suppliers 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 customer.
C)   the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time.
D)   the practice of using an entire team of professionals in selling to and servicing key customers.
E)   the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service.F) C) and E)
G) B) and C)

Question 7

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket is considered an

Accepted Answer

A)   inside order taker.
B)   interactive order taker.
C)   outside order taker.
D)   inventory clerk.
E)   outside order getter.F) A) and B)
G) C) and D)

Question 8

The salesperson's objective is to "gather information and decide how to approach the prospect" during which stage in the personnel selling process?

Accepted Answer

A)   follow-up
B)   prospecting
C)   presentation
D)   preapproach
E)   approachF) A) and E)
G) C) and D)

Question 9

During the sales presentation,the prospect interrupted the salesperson's presentation and said,"Wait a minute.This looks like it's going to cost too much." The salesperson responded,"I think you'll be delighted with how relatively inexpensive this program is.I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

Accepted Answer

A)   acknowledge and convert the objection
B)   postpone
C)   agree and neutralize
D)   denial
E)   ignore the objectionF) B) and C)
G) All of the above

Question 10

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr...

Question 11

The primary way in which relationship selling creates customer value is by

Accepted Answer

A)   assigning a single sales representative to a single customer.
B)   maintaining a long-term connection involving trust and mutual respect.
C)   guaranteeing fair and equitable prices for each client regardless of the size of the purchase.
D)   providing cumulative discounts based on customer loyalty and the length of the customer relationship.
E)   guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase.F) None of the above
G) A) and B)

Question 12

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are often found in the ________ for sales positions.

Accepted Answer

A)   job analysis
B)   job description
C)   statement of job credentials
D)   statement of job qualifications
E)   statement of job experienceF) A) and B)
G) None of the above

Question 13

A straight commission compensation plan is well-suited to sales positions where

Accepted Answer

A)   nonselling activities are minimal.
B)   there is lively competition in the industry.
C)   no technological background is necessary.
D)   most salespeople are working toward management positions.
E)   extensive nonselling activities are essential for closing a sale.F) D) and E)
G) C) and D)

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

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)   managers
B)   inside order takers
C)   directors
D)   outside order takers
E)   functional salespeopleF) C) and D)
G) A) and B)

Question 16

One 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.

Accepted Answer

A)   output-related
B)   input-related
C)   profit-related
D)   expertise-related
E)   behaviorally relatedF) A) and E)
G) None of the above

Question 17

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

Question 18

A sales plan is a

Accepted Answer

A)   method of determining a fair and equitable compensation plan.
B)   method of identifying the target markets that most closely meet the special skills of the sales force.
C)   method for determining the size of a sales force that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a sales force size figure.
D)   statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.
E)   method that specifies times and places for direct communications between salespeople and their supervisor.F) A) and C)
G) A) and B)

Question 19

The salesperson's objective is to "search for and qualify potential customers" during which stage in the personnel selling process?

Accepted Answer

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

Question 20

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines.TransWave sends an environmental expert,a safety engineer,a legal representative to explain new regulations enacted by the U.S.Office of Pipeline Safety,and an experienced pipeline expert when it meets with a prospect.This is an example of how TransWave uses

Accepted Answer

A)   partnership selling.
B)   order getting.
C)   functional selling.
D)   sales engineering.
E)   team selling.F) All of the above
G) B) and C)

Exam 17: Personal Selling and Sales Management

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

Correct Answer
verified

Correct Answer
verified

A __________ is a written document that describes job relationships and requirements that characterize each sales position.

Correct Answer
verified

The salesperson's objective is to "gather information and decide how to approach the prospect" during which stage in the personnel selling process?

Correct Answer
verified

What are the keys to effective need-satisfaction presentations?

Correct Answer
verified
The need-satisfaction format of sales pr...
View Answer

One 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.

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

The salesperson's objective is to "search for and qualify potential customers" during which stage in the personnel selling process?

Correct Answer
verified

Correct Answer
verified

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket is considered an

Correct Answer
verified

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

Correct Answer
verified

Personal selling begins with the __________ stage.

Correct Answer
verified

A straight commission compensation plan is well-suited to sales positions where

Correct Answer
verified

Correct Answer
verified

A sales plan is a

Correct Answer
verified

The primary way in which relationship selling creates customer value is by

Correct Answer
verified

Explain the difference between relationship selling and partnership selling.

Correct Answer
verified
Relationship selling is the practice of ...
View Answer

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct Answer
verified

Relationship selling refers to

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A __________ is a written document that describes job relationships and requirements that characterize each sales position.

Correct AnswerverifiedShow Answer

The salesperson's objective is to "gather information and decide how to approach the prospect" during which stage in the personnel selling process?

Correct AnswerverifiedShow Answer

What are the keys to effective need-satisfaction presentations?

Correct AnswerverifiedThe need-satisfaction format of sales pr...View AnswerShow Answer

One 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.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedThe rationale for a customer organizatio...View AnswerShow Answer

The salesperson's objective is to "search for and qualify potential customers" during which stage in the personnel selling process?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket is considered an

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Personal selling begins with the __________ stage.

Correct AnswerverifiedShow Answer

A straight commission compensation plan is well-suited to sales positions where

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A sales plan is a

Correct AnswerverifiedShow Answer

The primary way in which relationship selling creates customer value is by

Correct AnswerverifiedShow Answer

Explain the difference between relationship selling and partnership selling.

Correct AnswerverifiedRelationship selling is the practice of ...View AnswerShow Answer

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct AnswerverifiedShow Answer

Relationship selling refers to

Correct AnswerverifiedShow Answer

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

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The need-satisfaction format of sales pr...
View Answer

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Relationship selling is the practice of ...
View Answer

Correct Answer
verified

Correct Answer
verified