Question 1

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Accepted Answer

A)  inbound telemarketing
B)  outbound telemarketing
C)  outbound videoconferencing
D)  interactive marketing
E)  multichannel sellingF) B) and E)
G) B) and C)

Question 2

Explain what occurs during the closing stage of the selling process and list the three types of close.

Accepted Answer

The closing stage in the selling process...

Question 3

A sales plan refers to a

Accepted Answer

A)  method of determining a fair and equitable compensation plan.
B)  method of identifying the target markets that most closely meet the special skills of the salesforce.
C)  method for determining the size of a salesforce that integrates the number of customers served,call frequency,call length,and available selling time to arrive at a salesforce size figure.
D)  statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.
E)  method that specifies times and places for direct communications between salespeople and their supervisor.F) All of the above
G) A) and B)

Question 4

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes; and (3)

Accepted Answer

A)  play a key role in research and development.
B)  are the ultimate channel of distribution.
C)  provide the most valuable resource for segmenting and selecting target markets.
D)  are one of many people in a firm that contacts potential customers.
E)  may play a dominant role in a firm's marketing program.F) A) and B)
G) A) and C)

Question 5

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

Accepted Answer

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

Question 6

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

A)  assumptive close
B)  final close
C)  urgency close
D)  follow-up
E)  postpurchase evaluationF) C) and E)
G) A) and D)

Question 7

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Accepted Answer

A)  "I think I might be able to explain that better to you after showing you this diagram."
B)  "Yes,you're right,it is lighter but that is done intentionally to make your work easier."
C)  "That's true.It does have a shorter shelf life,but that really hasn't been a problem.It is so popular it never stays on the shelf that long anyway."
D)  "Where did you hear that? Your source must have erroneous information."
E)  "As I was saying,…."F) A) and B)
G) A) and C)

Question 8

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

Accepted Answer

A)  dollar volume,unit volume,and market share.
B)  NAICS,market size,and geography.
C)  geography,customer,and product/service.
D)  market size,market share,and market type.
E)  dollar volume,unit volume,and profit.F) A) and D)
G) C) and D)

Question 9

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

Accepted Answer

A)  major account management
B)  relationship marketing
C)  relationship selling
D)  customer account management
E)  needs-satisfaction sellingF) B) and C)
G) A) and B)

Question 10

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) A) and E)
G) None of the above

Question 11

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

Accepted Answer

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

Question 12

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

Accepted Answer

A)  cold call format
B)  stimulus-satisfaction format
C)  stimulus-selling format
D)  need-satisfaction format
E)  persuasive sales formatF) B) and E)
G) A) and B)

Question 13

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

Accepted Answer

A)  setting sales objectives
B)  salesforce training
C)  salesforce evaluation
D)  assignment of territories and/or accounts
E)  developing account management policiesF) A) and B)
G) D) and E)

Question 14

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

Accepted Answer

A)  48 hours
B)  50 hours
C)  55 hours
D)  60 hours
E)  65 hoursF) B) and D)
G) C) and E)

Question 15

In the __________ stage of the personal selling process,the cultural setting is very important.

Accepted Answer

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

Question 16

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting,selecting,training,and compensating salespeople; and (4)

Accepted Answer

A)  identifying potential target markets.
B)  evaluating the performance of individual salespeople.
C)  using salesforce input to make product modifications.
D)  maintaining open communications between sales representatives and all other stakeholders.
E)  designing new promotional campaigns for the purpose of generating new sales.F) C) and D)
G) B) and E)

Question 17

The tasks involved in managing personal selling include all of the following EXCEPT:

Accepted Answer

A)  selecting salespeople.
B)  evaluating the performance of individual salespeople.
C)  setting sales objectives.
D)  organizing the salesforce.
E)  designing new direct sales promotions to generate new sales.F) B) and D)
G) A) and E)

Question 18

The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  marketing concept presentation
D)  relationship selling presentation
E)  need-satisfaction presentationF) C) and D)
G) A) and B)

Question 19

Explain relationship selling.

Accepted Answer

Relationship selling is the practice of ...

Question 20

Major account management refers to

Accepted Answer

A)  the assignment of a single salesperson to a single customer throughout the course of the entire sale.
B)  the practice of assigning the highest performing salesperson to the clients with the most profitable accounts.
C)  the practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships.
D)  a sales relationship that involves a face-to-face,person-to-person encounter rather than a sale made through extranets or written correspondence.
E)  the practice of occasionally making contact with a customer on a sporadic basis following the initial sale of a product or service.F) A) and E)
G) A) and D)

Exam 17: Personal Selling and Sales Management

Explain relationship selling.

Correct AnswerverifiedRelationship selling is the practice of ...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

The tasks involved in managing personal selling include all of the following EXCEPT:

Correct AnswerverifiedShow Answer

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

Correct AnswerverifiedShow Answer

In the __________ stage of the personal selling process,the cultural setting is very important.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes; and (3)

Correct AnswerverifiedShow Answer

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A sales plan refers to a

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Major account management refers to

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Correct AnswerverifiedShow Answer

The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain what occurs during the closing stage of the selling process and list the three types of close.

Correct AnswerverifiedThe closing stage in the selling process...View AnswerShow Answer

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting,selecting,training,and compensating salespeople; and (4)

Correct AnswerverifiedShow Answer

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Relationship selling is the practice of ...
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The closing stage in the selling process...
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