Question 1

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________,attention to customers,product knowledge,selling and communication skills,appearance,and professional demeanor.

Accepted Answer

A)   attitude
B)   sales level
C)   intelligence
D)   personal values
E)   personal ethicsF) B) and C)
G) All of the above

Question 2

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A)   Order getting involves a high degree of creativity.
B)   Order getters often replenish a retailer's inventories.
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) B) and D)
G) A) and C)

Question 3

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) B) and C)

Question 4

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career except which?

Accepted Answer

A)   motivation
B)   artistry
C)   team orientation
D)   integrity
E)   relationship buildingF) C) and E)
G) B) and E)

Question 5

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Accepted Answer

Three major tasks involved in ...

Question 6

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

Accepted Answer

A)   six
B)   two
C)   three
D)   four
E)   fiveF) A) and B)
G) C) and D)

Question 7

An office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will now report to the Midwest regional manager." It would appear the company that issued the memo uses a __________ sales organization for its sales force.

Accepted Answer

A)   profit
B)   customer
C)   product
D)   geographical
E)   marketF) None of the above
G) B) and C)

Question 8

Which of the following statements about sales force training is most accurate?

Accepted Answer

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, sales force 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) A) and B)
G) B) and C)

Question 9

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

Accepted Answer

A)   accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
B)   accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
C)   accounts that offer little opportunity and the sales organization position is weak
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 D)
G) B) and D)

Question 10

Research indicates that 25 percent of U.S.salespeople engaged in business-to-business selling consider it ________ to explicitly ask customers about competitors' strategies such as pricing practices,product development efforts,and trade and promotion programs.

Accepted Answer

A)   essential
B)   ineffective
C)   unethical
D)   counterproductive
E)   impoliteF) B) and C)
G) B) and D)

Question 11

Mark wanted to make some extra money,so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform.Mark had no idea of whether anyone had work for him,so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services.In terms of the personal selling process,Mark was engaged in __________ when he knocked on a prospective customer's door.

Accepted Answer

A)   stimulus-response selling
B)   handshaking
C)   cold canvassing
D)   closing
E)   traffic generationF) B) and C)
G) D) and E)

Question 12

There are six commonly used techniques to deal with objections,one of which is to

Accepted Answer

A)   redirect the conversation.
B)   defer to a supervisor.
C)   probe by asking additional questions.
D)   distract by identifying competitor shortcomings.
E)   agree and neutralize the objection.F) A) and D)
G) C) and E)

Question 13

A salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services is referred to as a

Accepted Answer

A)   specialized order taker.
B)   designated order getter.
C)   missionary salesperson.
D)   sales engineer.
E)   sales technician.F) A) and C)
G) B) and E)

Question 14

Consider the Marketing Dashboard,which includes metrics for salesperson performance tracking for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Accepted Answer

A)   the salesperson has not been working hard enough.
B)   the salesperson is selling too many high margin products.
C)   the salesperson's sales quota is too low.
D)   the salesperson is selling too many low margin products.
E)   the salesperson's sales quota is too high.F) C) and E)
G) All of the above

Question 15

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

Accepted Answer

A)   social networking.
B)   interactive marketing.
C)   multichannel selling.
D)   inbound telemarketing.
E)   outbound telemarketing.F) All of the above
G) B) and E)

Question 16

Perhaps the greatest impact on sales force communication is the application of __________ technology.

Accepted Answer

A)   Internet
B)   facsimile
C)   voice-mail
D)   smartphone
E)   web cameraF) A) and B)
G) A) and E)

Question 17

In conference selling,

Accepted Answer

A)   buyers and sellers meet through a technology-based forum like telephone or videoconference calls because person-to-person meetings are too expensive due to the cost of air travel.
B)   the sale has already been finalized but the buyer and seller meet to discuss delivery details.
C)   a salesperson and other company resource people meet with buyers to discuss problems and opportunities.
D)   a company team conducts an educational program for a customer's technical staff, describing state-of-the-art developments.
E)   a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, or Sales force.com.F) A) and B)
G) B) and C)

Question 18

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage,the salesperson continues to meet and communicate with the client to

Accepted Answer

A)   remove all competitors' products from the clients' offices.
B)   sell ancillary and complementary products.
C)   provide assistance and monitor the effectiveness of the installed solution.
D)   request leads for other potential sales.
E)   offer special price incentives for future pre-buys.F) A) and B)
G) D) and E)

Question 19

What are the six stages of the personal selling process?
 What is the objective of each stage?

Accepted Answer

The personal selling process consists of...

Question 20

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ that necessary to gain a sale from a new customer.

Accepted Answer

A)   one quarter of
B)   one half of
C)   the same as
D)   twice
E)   tripleF) A) and E)
G) A) and B)

Exam 17: Personal Selling and Sales Management

Consider the Marketing Dashboard,which includes metrics for salesperson performance tracking for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Correct Answer
verified

Correct Answer
verified

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ that necessary to gain a sale from a new customer.

Correct Answer
verified

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career except which?

Correct Answer
verified

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Correct Answer
verified
Three major tasks involved in ...
View Answer

Which of the following statements about sales force training is most accurate?

Correct Answer
verified

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________,attention to customers,product knowledge,selling and communication skills,appearance,and professional demeanor.

Correct Answer
verified

There are six commonly used techniques to deal with objections,one of which is to

Correct Answer
verified

In conference selling,

Correct Answer
verified

Perhaps the greatest impact on sales force communication is the application of __________ technology.

Correct Answer
verified

Research indicates that 25 percent of U.S.salespeople engaged in business-to-business selling consider it ________ to explicitly ask customers about competitors' strategies such as pricing practices,product development efforts,and trade and promotion programs.

Correct Answer
verified

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

Correct Answer
verified

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage,the salesperson continues to meet and communicate with the client to

Correct Answer
verified

A salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services is referred to as a

Correct Answer
verified

Which of the following statements regarding order getters is most accurate?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

An office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will now report to the Midwest regional manager." It would appear the company that issued the memo uses a __________ sales organization for its sales force.

Correct Answer
verified

What are the six stages of the personal selling process? What is the objective of each stage?

Correct Answer
verified
The personal selling process consists of...
View Answer

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

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

Consider the Marketing Dashboard,which includes metrics for salesperson performance tracking for MooreChem.As a MooreChem sales manager,you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ that necessary to gain a sale from a new customer.

Correct AnswerverifiedShow Answer

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career except which?

Correct AnswerverifiedShow Answer

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Correct AnswerverifiedThree major tasks involved in ...View AnswerShow Answer

Which of the following statements about sales force training is most accurate?

Correct AnswerverifiedShow Answer

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________,attention to customers,product knowledge,selling and communication skills,appearance,and professional demeanor.

Correct AnswerverifiedShow Answer

There are six commonly used techniques to deal with objections,one of which is to

Correct AnswerverifiedShow Answer

In conference selling,

Correct AnswerverifiedShow Answer

Perhaps the greatest impact on sales force communication is the application of __________ technology.

Correct AnswerverifiedShow Answer

Research indicates that 25 percent of U.S.salespeople engaged in business-to-business selling consider it ________ to explicitly ask customers about competitors' strategies such as pricing practices,product development efforts,and trade and promotion programs.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage,the salesperson continues to meet and communicate with the client to

Correct AnswerverifiedShow Answer

A salesperson who specializes in identifying,analyzing,and solving customer problems and brings know-how and technical expertise to the selling situation,but often does not actually sell products and services is referred to as a

Correct AnswerverifiedShow Answer

Which of the following statements regarding order getters is most accurate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

An office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will now report to the Midwest regional manager." It would appear the company that issued the memo uses a __________ sales organization for its sales force.

Correct AnswerverifiedShow Answer

What are the six stages of the personal selling process? What is the objective of each stage?

Correct AnswerverifiedThe personal selling process consists of...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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Three major tasks involved in ...
View Answer

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The personal selling process consists of...
View Answer

Correct Answer
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