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Exam 17: Personal Selling and Sales Management

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Question 31

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The tasks involved in managing personal selling include: (1) organizing the salesforce; (2) __________; (3) recruiting, selecting, training, and compensating salespeople; and (4) evaluating the performance of individual salespeople.

A) identifying potential target markets
B) using customer input to make product modifications
C) designing new promotional campaigns for the purpose of generating new sales
D) setting objectives
E) maintaining open communications between sales representatives and all other stakeholders

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

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Question 32

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Which of the following statements about salesforce training is most accurate?

A) The training of sales managers is both expensive and extensive, unlike the training of salespeople, which is relatively inexpensive.
B) A major flaw in the sales industry is a lack of employer-sponsored training.
C) Sales ability is instinctive; it cannot be taught.
D) Whereas recruitment and selection of salespeople is a onetime event, salesforce training is an ongoing process that affects both new and seasoned salespeople.
E) A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills.

F) All of the above
G) C) and E)

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Question 33

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There are __________ genetic marker(s) that is correlated with a salesperson's predisposition or willingness to interact with customers and learn about their problems in order to meet their needs.

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

In a sales presentation, you respond to a customer's issue by saying courteously, "You're absolutely right, and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

Explain the difference between order takers and order getters.

Broadly speaking, there are three types of personal selling: _________, order getting, and customer sales support.

Industry research shows that outside order getters, or field service representatives, often work over __________ per week.

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format.

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

The name of a person who may be a possible customer is referred to as a(n) __________.

All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

When Jason called the toll-free number to order two children's books from the Chinaberry catalog, the firm was using __________.

When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following speech in her sales presentations: "Hello, Mr./Ms. (customer name) . My name is (your name here) . I'm calling on behalf of Paradise Candles. We carry the best wax-burning mechanical candles available in the commercial decorating industry…." Paradise Candles instructed Tracy to use

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________.

About 60 percent of U.S. companies now include __________ as a behavioral measure of salesperson performance.

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers. Its salespeople are trained to ask questions like, "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 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.

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________.

The sales manager instructed the salesperson to "Make five hundred customer contacts between January 1^st and July 1^st." The sales manager voiced a(n) __________ sales objective.