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Exam 20: Personal Selling and Sales Management

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Question 31

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Quantitative assessments of sales performance may be based on output-related measures,such as

A) dollar or unit sales volume,last year/current year sales ratio,and new accounts generated.
B) sales calls,selling expenses,and account management policies.
C) selling expenses,profits generated,and emotional intelligence quotient.
D) new lead generation,sales quotas,and sales increases over the previous evaluation period.
E) recruitment,selection,and training of new sales representatives.

F) B) and D)
G) B) and C)

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Question 32

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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?

A) acknowledge and convert the objection
B) postpone
C) agree and neutralize
D) denial
E) ignore the objection

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

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Question 33

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Which of the following statements regarding the role of salespeople is MOST ACCURATE?

The __________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Figure 20-4 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

The office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will report directly to the Midwest regional manager." From this information,it would appear the company that issued the memo uses a __________ sales organization for its salesforce.

What percentage of a sales representative's time is spent selling?

The customer who wants or needs the product is referred to as a __________.

The Xerox sales force is divided into four geographic organizations: North America,Europe,Global Accounts,and Developing Markets.Within each geographic area,the majority of Xerox products and services are typically sold through its

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

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job;and (6) the types of products and services to be sold.

When using an account management policy grid,an account would receive a high level of sales calls if the account opportunity level assessment is

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

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

Procter & Gamble uses teams of marketing,sales,advertising,computer systems,and supply chain personnel to work with its major retailers,such as Walmart,to identify ways to develop,promote,and deliver products.This type of sales approach is called __________.

According to Lindsey Smith of GE Healthcare,all of the following are necessary skills to be successful in serving her customers EXCEPT:

If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose,which are

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

The aptitudes,knowledge,skills,and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a __________.

A waitress at a Chili's restaurant uses a __________ when she asks a family if "they have any room left for dessert."