Question 1

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Alice is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. To do that, she should ensure that they

Accepted Answer

A)  only have an interest in buying newspaper advertising and are not considering other media.
B)  only have the money to buy advertising in the newspaper rather than other forms of media.
C)  have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision.
D)  have the authority to make the decision to buy the advertising.
E)  read the newspaper daily and recognize that it is a good advertising medium.F) A) and C)
G) A) and B)

Question 2

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

Accepted Answer

A)  demonstrative
B)  sensitive
C)  cognitive
D)  emotional
E)  behavioralF) B) and C)
G) B) and D)

Question 3

-Consider Figure 17-4 above, 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 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) B) and C)
G) All of the above

Question 4

Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica was engaged in

Accepted Answer

A)  cold-canvassing.
B)  order taking.
C)  sales follow-up.
D)  stimulus-response selling.
E)  prospecting.F) A) and D)
G) B) and C)

Question 5

-Consider Figure 17-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. C 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 should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
C)  accounts are somewhat attractive because the sales organization has a strong position, but future opportunity is limited
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 B)
G) B) and C)

Question 6

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A)  data mining
B)  preapproach
C)  approach
D)  presentation
E)  prospectingF) B) and D)
G) B) and C)

Question 7

There are five dimensions to emotional intelligence: self-motivation; __________; the ability to manage one's emotions and impulses; empathy; and social skills.

Accepted Answer

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

Question 8

An assumptive close refers to

Accepted Answer

A)  demanding the prospect to make a decision on some aspect of the purchase.
B)  allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase.
C)  committing the prospect quickly by making references to the time limits of the purchase.
D)  making an exchange of money or other unit of value.
E)  asking the prospect to make choices concerning delivery, warranty, or financing terms.F) C) and D)
G) A) and E)

Question 9

The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the salesforce prepares for a presentation by

Accepted Answer

A)  having a cross-functional team teleconference before each customer encounter.
B)  preparing state of the art presentations about the newest Xerox printer technologies.
C)  familiarizing themselves with the potential client and its document needs.
D)  secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware.
E)  role-playing different possible scenarios that might occur during the actual sales presentation.F) C) and D)
G) C) and E)

Question 10

All of the following tactics are used to generate leads EXCEPT:

Accepted Answer

A)  cold canvassing
B)  suggestive selling
C)  toll-free numbers
D)  coupons
E)  trade showsF) B) and D)
G) A) and B)

Question 11

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 12

The primary responsibility of order takers is to

Accepted Answer

A)  preach the benefits of a new product or service to a customer rather than close the sale.
B)  build market share in a sales territory.
C)  convince a customer from a competitor to switch to the firm's product or brand.
D)  preserve ongoing relationships with existing customers and maintain sales.
E)  create a sense of goodwill not only to the brand but also to the entire product mix of the firm.F) C) and E)
G) A) and B)

Question 13

Account management policies refer to policies that

Accepted Answer

A)  specify how salespeople will be compensated and how sales performance will be evaluated.
B)  specify which products or services will be offered to which consumers, through which outlets, and at what price.
C)  specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole.
D)  specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out.
E)  determine the sales quotas for the upcoming year based upon past sales performance and current estimates of demand.F) A) and E)
G) All of the above

Question 14

__________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Accepted Answer

A)  Avon
B)  General Motors
C)  Tiffany & Co.
D)  Fran Wilson
E)  Mary Kay CosmeticsF) A) and B)
G) A) and C)

Question 15

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

Accepted Answer

A)  need-satisfaction presentation
B)  stimulus-response presentation
C)  cold canvassing
D)  canned sales presentation
E)  directed selling presentationF) C) and D)
G) A) and B)

Question 16

In the context of a salesperson's position, describe what a job description is. In the answer, specify the six attributes that it purports to explain.

Accepted Answer

A job description is a written document ...

Question 17

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Accepted Answer

A)  5 percent
B)  10 percent
C)  16 percent
D)  21 percent
E)  28 percentF) A) and C)
G) A) and E)

Question 18

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Accepted Answer

The stimulus-response presentation forma...

Question 19

In the __________ stage of the personal selling process, the first impression is critical.

Accepted Answer

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

Question 20

The most frequently used type of compensation plan for salespeople is a __________.

Accepted Answer

A)  straight salary compensation plan
B)  straight commission compensation plan
C)  combination compensation plan
D)  weighted compensation plan
E)  market share compensation planF) C) and E)
G) C) and D)

Exam 17: Personal Selling and Sales Management

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

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

Correct Answer
verified

The most frequently used type of compensation plan for salespeople is a __________.

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

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

Correct Answer
verified

The primary responsibility of order takers is to

Correct Answer
verified

In the context of a salesperson's position, describe what a job description is. In the answer, specify the six attributes that it purports to explain.

Correct Answer
verified
A job description is a written document ...
View Answer

-Consider Figure 17-4 above, 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

In the __________ stage of the personal selling process, the first impression is critical.

Correct Answer
verified

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct Answer
verified

Correct Answer
verified

All of the following tactics are used to generate leads EXCEPT:

Correct Answer
verified

The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the salesforce prepares for a presentation by

Correct Answer
verified

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Correct Answer
verified

There are five dimensions to emotional intelligence: self-motivation; __________; the ability to manage one's emotions and impulses; empathy; and social skills.

Correct Answer
verified

__________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Correct Answer
verified

Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica was engaged in

Correct Answer
verified

An assumptive close refers to

Correct Answer
verified

Account management policies refer to policies that

Correct Answer
verified

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Correct AnswerverifiedThe stimulus-response presentation forma...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

The most frequently used type of compensation plan for salespeople is a __________.

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

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

Correct AnswerverifiedShow Answer

The primary responsibility of order takers is to

Correct AnswerverifiedShow Answer

In the context of a salesperson's position, describe what a job description is. In the answer, specify the six attributes that it purports to explain.

Correct AnswerverifiedA job description is a written document ...View AnswerShow Answer

-Consider Figure 17-4 above, 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

In the __________ stage of the personal selling process, the first impression is critical.

Correct AnswerverifiedShow Answer

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

All of the following tactics are used to generate leads EXCEPT:

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the salesforce prepares for a presentation by

Correct AnswerverifiedShow Answer

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Correct AnswerverifiedShow Answer

There are five dimensions to emotional intelligence: self-motivation; __________; the ability to manage one's emotions and impulses; empathy; and social skills.

Correct AnswerverifiedShow Answer

__________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Correct AnswerverifiedShow Answer

Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica was engaged in

Correct AnswerverifiedShow Answer

An assumptive close refers to

Correct AnswerverifiedShow Answer

Account management policies refer to policies that

Correct AnswerverifiedShow Answer

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

Correct AnswerverifiedShow Answer

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

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

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A job description is a written document ...
View Answer

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