Question 1

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) None of the above
G) C) and D)

Question 2

Salespeople for Godiva Chocolates use __________ to process orders,plan time allocations,forecast sales,and communicate with Godiva personnel and customers,thus providing better customer service.

Accepted Answer

A)  laptop computers
B)  tablet devices
C)  order processing software
D)  presentation software
E)  smartphonesF) B) and C)
G) None of the above

Question 3

Consider Figure 20-7 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 (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping account if unprofitable
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) A) and C)

Question 4

A need-satisfaction presentation refers to a presentation format that

Accepted Answer

A)  uses computer,information,communication,and Internet technologies to make the sales presentation more effectively and efficiently.
B)  consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect.
C)  assumes that given the appropriate stimulus by a salesperson,the prospect will buy.
D)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
E)  builds ties to customers based on a salesperson's attention and commitment to customer needs.F) C) and E)
G) A) and B)

Question 5

As shown in Figure 20-3 above,"C" is the__________ stage in the personal selling process.

Accepted Answer

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

Question 6

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Accepted Answer

A)  sales management.
B)  personal selling.
C)  sales promotion.
D)  direct selling.
E)  marketing management.F) D) and E)
G) A) and B)

Question 7

All of the following are dimensions of emotional intelligence EXCEPT:

Accepted Answer

A)  the ability to manage one's emotions and impulses.
B)  social skills.
C)  the cognitive and behavioral skills that result from repeated experience and reasoning.
D)  self-motivation skills.
E)  empathy.F) A) and B)
G) A) and E)

Question 8

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Accepted Answer

A)  salesforce recruitment and selection
B)  developing account management policies
C)  assignment of territories and/or accounts
D)  setting sales objectives
E)  salesforce evaluationF) A) and B)
G) A) and C)

Question 9

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a __________.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  stimulus-satisfaction presentation
D)  stimulus-selling presentation
E)  persuasive sales presentationF) A) and B)
G) A) and E)

Question 10

Formulating the sales plan involves three tasks: (1) __________; (2) organizing the salesforce;and (3) developing account management policies.

Accepted Answer

A)  hiring sales reps
B)  developing the sales plan
C)  establishing the budget
D)  setting objectives
E)  identifying qualified leadsF) All of the above
G) C) and D)

Question 11

"Everyone lives by selling something" was an observation made by __________.

Accepted Answer

A)  Steve Jobs
B)  Ralph Waldo Emerson
C)  Donald Trump
D)  Robert Louis Stevenson
E)  Lindsey SmithF) A) and B)
G) A) and D)

Question 12

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr...

Question 13

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r...

Question 14

Sales management refers to

Accepted Answer

A)  the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm.
B)  the process of allocating funds for direct selling.
C)  only the recruiting,hiring,and training of a company's salesforce.
D)  the segmentation and selection of target markets to be addressed by a company's salesforce.
E)  the two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision.F) A) and D)
G) D) and E)

Question 15

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

A)  recruiting and selecting the salesforce,training the salesforce,and compensating the salesforce
B)  developing account management policies,implementing the account management policies,and evaluating the account management policies
C)  setting sales objectives,organizing the salesforce,and developing account management policies
D)  organizing the salesforce,establishing quantitative assessment,and implementing follow-up
E)  organizing the salesforce,setting motivational sales quotas,and evaluating the individual members of the salesforceF) A) and B)
G) A) and C)

Question 16

The preapproach stage of the personal selling process is especially important in __________.

Accepted Answer

A)  international sales
B)  government sales
C)  high technology product sales
D)  high-ticket item sales
E)  the sale of servicesF) A) and B)
G) A) and C)

Question 17

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

Question 18

The most basic of the three sales management functions is

Accepted Answer

A)  sales plan analysis.
B)  sales plan formulation.
C)  setting sales plan objectives.
D)  sales plan evaluation.
E)  sales plan implementation.F) B) and C)
G) B) and E)

Question 19

Which of the following statements regarding order getters is MOST ACCURATE?

Accepted Answer

A)  Order getters often replenish a retailer's inventories.
B)  Order getters are most often used in new-buy or modified rebuy situations.
C)  Order getters handle orders obtained on inbound telemarketing.
D)  Order getters typically process reorders for products already sold by the company.
E)  Order getter sales calls traditionally require the lowest financial investment from the firm.F) A) and B)
G) B) and E)

Question 20

All of the following are behaviorally-related sales objectives EXCEPT:

Accepted Answer

A)  communication skills
B)  customer service satisfaction ratings
C)  number of new customers
D)  selling skills
E)  product knowledgeF) C) and D)
G) A) and C)

Exam 20: Personal Selling and Sales Management

Consider Figure 20-7 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

All of the following are dimensions of emotional intelligence EXCEPT:

Correct AnswerverifiedShow Answer

The preapproach stage of the personal selling process is especially important in __________.

Correct AnswerverifiedShow Answer

The most basic of the three sales management functions is

Correct AnswerverifiedShow Answer

A selling format that assumes that given the appropriate prompts by a salesperson,the prospect will buy is referred to as a __________.

Correct AnswerverifiedShow Answer

The primary responsibility of order takers is to

Correct AnswerverifiedShow Answer

"Everyone lives by selling something" was an observation made by __________.

Correct AnswerverifiedShow Answer

Salespeople for Godiva Chocolates use __________ to process orders,plan time allocations,forecast sales,and communicate with Godiva personnel and customers,thus providing better customer service.

Correct AnswerverifiedShow Answer

Sales management refers to

Correct AnswerverifiedShow Answer

A need-satisfaction presentation refers to a presentation format that

Correct AnswerverifiedShow Answer

Explain the difference between order takers and order getters.

Correct AnswerverifiedOrder takers process routine orders or r...View AnswerShow Answer

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Correct AnswerverifiedShow Answer

Formulating the sales plan involves three tasks: (1) __________; (2) organizing the salesforce;and (3) developing account management policies.

Correct AnswerverifiedShow Answer

Which of the following statements regarding order getters is MOST ACCURATE?

Correct AnswerverifiedShow Answer

As shown in Figure 20-3 above,"C" is the__________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All of the following are behaviorally-related sales objectives EXCEPT:

Correct AnswerverifiedShow Answer

What are the keys to effective need-satisfaction presentations?

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

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Correct AnswerverifiedShow Answer

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Order takers process routine orders or r...
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The need-satisfaction format of sales pr...
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