Question 1

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM)  and its xRM framework for delivering increased productivity and cost savings for customers worldwide.Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer.The Microsoft expert is engaged in

Accepted Answer

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

Question 2

The name of a person who wants or needs the product is referred to as a __________.

Accepted Answer

A)  lead
B)  hot lead
C)  cold call
D)  prospect
E)  qualified prospectF) C) and E)
G) C) and D)

Question 3

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

Accepted Answer

A)  5 million
B)  10 million
C)  15 million
D)  18 million
E)  24 millionF) C) and E)
G) A) and E)

Question 4

FIGURE 17-5 
-As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Accepted Answer

A)  team selling
B)  personal selling
C)  adaptive selling
D)  need-satisfying selling
E)  one-on-one sellingF) A) and B)
G) A) and E) C

Question 5

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

Accepted Answer

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

Question 6

__________.

Accepted Answer

A)  cold call format
B)  need-satisfaction format
C)  stimulus-satisfaction format
D)  stimulus-selling format
E)  persuasive sales formatF) None of the above
G) B) and C)

Question 7

Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Accepted Answer

A)  salespeople play a key role in research and development.
B)  salespeople are the ultimate channel of distribution.
C)  salespeople provide the most valuable resource for segmenting and selecting target markets.
D)  salespeople may play a dominant role in a firm's marketing program.
E)  salespeople may play a key role in a firm's industrial classification based upon their education and training.F) B) and E)
G) A) and C) D

Question 8

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

Question 9

A straight commission compensation plan is well-suited to 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 towards management positions.
E)  extensive nonselling activities are essential for closing a sale.F) A) and B)
G) All of the above

Question 10

A stimulus-response presentation refers to

Accepted Answer

A)  a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
B)  a presentation format that consist of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
C)  a selling format which assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
D)  a selling 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.
E)  a presentation format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.F) A) and C)
G) A) and B)

Question 11

Information from the __________ is used to write a job description.

Accepted Answer

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

Question 12

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

Accepted Answer

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

Question 13

FIGURE 17-3 
-As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

Accepted Answer

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

Question 14

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

Accepted Answer

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

Question 15

FIGURE 17-1 
-When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, 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 manager engage in?

Accepted Answer

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

Question 16

An advantage of a geographical sales organization is

Accepted Answer

A)  few required sales managers.
B)  smaller costs for sales calls.
C)  more effective, specialized customer support.
D)  reduced number of salespersons in the salesforce.
E)  minimize travel time, expenses, and duplication of selling effort.F) None of the above
G) B) and D)

Question 17

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

Question 18

When different types of buyers have different needs, a __________ structure is used.

Accepted Answer

A)  territorial districting organization
B)  customer sales organization
C)  geographical sales organization
D)  multi-tiered sales organization
E)  diversification sales organizationF) D) and E)
G) A) and B)

Question 19

Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A)  data mining
B)  prospecting
C)  preapproach
D)  approach
E)  presentationF) B) and D)
G) D) and E)

Question 20

Explain the difference between order takers salespeople and order getting salespeople.

Accepted Answer

Order takers process routine orders or reorders for products that were already sold to the customer by the company.In addition, order takers are responsible for preserving an ongoing relationship with existing customers and maintaining sales.The two types of order takers are: outside order takers who visit customers and replenish inventory and inside order takers who answer simple questions, take orders and complete transactions with customers.In general, order takers do little selling and often represent simple products that have few options.Order getters must identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on customers' use of a good or service.Like order takers, order getters can be inside or outside.Order getting involves a high degree of creativity and customer empathy and typically is required for selling complex products.

Exam 17: Personal Selling and Sales Management

Correct Answer
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The name of a person who wants or needs the product is referred to as a __________.

Correct Answer
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Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

Correct Answer
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FIGURE 17-5 -As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Correct Answer
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C

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

Correct Answer
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__________.

Correct Answer
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Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Correct Answer
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D

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

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

Correct Answer
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A stimulus-response presentation refers to

Correct Answer
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Information from the __________ is used to write a job description.

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

Correct Answer
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FIGURE 17-3 -As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

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

Correct Answer
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FIGURE 17-1 -When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, 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 manager engage in?

Correct Answer
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An advantage of a geographical sales organization is

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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When different types of buyers have different needs, a __________ structure is used.

Correct Answer
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Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

Correct Answer
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Explain the difference between order takers salespeople and order getting salespeople.

Exam 17: Personal Selling and Sales Management

Correct AnswerverifiedShow Answer

The name of a person who wants or needs the product is referred to as a __________.

Correct AnswerverifiedShow Answer

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

Correct AnswerverifiedShow Answer

FIGURE 17-5 -As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Correct AnswerverifiedC

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

Correct AnswerverifiedShow Answer

__________.

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Correct AnswerverifiedD

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A stimulus-response presentation refers to

Correct AnswerverifiedShow Answer

Information from the __________ is used to write a job description.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

FIGURE 17-3 -As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

FIGURE 17-1 -When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, 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 manager engage in?

Correct AnswerverifiedShow Answer

An advantage of a geographical sales organization is

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 AnswerverifiedShow Answer

When different types of buyers have different needs, a __________ structure is used.

Correct AnswerverifiedShow Answer

Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

Explain the difference between order takers salespeople and order getting salespeople.

Correct Answer
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C

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

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D

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