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Exam 20: Personal Selling and Sales Management

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Question 121

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If the salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service," what is the name of this stage in the personnel selling process?

A) approach
B) preapproach
C) presentation
D) prospecting
E) follow-up

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

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Question 122

Multiple Choice

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An assumptive close refers to

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 E)
G) B) and E)

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Question 123

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A salesclerk at L.L.Bean uses a __________ when he asks a customer if they also need a pair of hiking socks with the purchase of her mountain boots.

A straight commission compensation plan is one

Salespeople called outside order takers visit customers and __________.

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.When its salesperson told the prospect,"For this week only,we will pay the all the shipping costs for new customers," the salesperson was using a(n) __________.

A salesperson who is guided by the idea,"I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

With __________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

Lindsey Smith's task in Molecular Imaging Products at GE Healthcare is to

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

A policy that specifies whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out are referred to as

Which of the following statements should a salesperson use to accept the objection?

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

Consider the Personal Selling Process Photo A shown above.Exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Hewlett-Packard recently shifted its entire U.S.salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer,fax/copier,mobile phone,two phone lines,and office furniture.Such decreased selling costs are among the benefits of __________.

There are six commonly used techniques to deal with objections: acknowledge and convert the objection;postpone;agree and neutralize;accept the objection;denial;and __________.

Consider Figure 20-6A above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."A" represents which type of salesforce organization structure?

A sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as a __________.

Many firms such as Xerox use a cross-functional sales practice known as __________.

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.