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) C) and D)
G) A) and C)

Question 2

When Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ to compensate Daniel for his time and effort.

Accepted Answer

A)  sales response compensation plan
B)  combination compensation plan
C)  straight salary compensation plan
D)  straight commission compensation plan
E)  market share compensation planF) B) and E)
G) All of the above

Question 3

Which of the following statements about salesforce 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 and short-term.
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,salesforce 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 D)
G) C) and E)

Question 4

A sales quota refers to

Accepted Answer

A)  the ratio of sales calls made to actual sales closed.
B)  the minimum number of sales that must be made before a salesperson can be paid.
C)  the maximum threshold for satisfactory performance during an annual performance evaluation.
D)  the maximum number of sales that can be made before receiving a commission on sales.
E)  the specific goals assigned to a salesperson,sales team,branch sales office,or sales district for a stated time period.F) A) and E)
G) A) and D)

Question 5

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Accepted Answer

A)  time management software
B)  order processing software
C)  technology
D)  proposal generation software
E)  WebEx softwareF) B) and C)
G) B) and E)

Question 6

Procter & Gamble uses people from 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 __________.

Accepted Answer

A)  partnership selling
B)  missionary selling
C)  order taking
D)  team selling
E)  formula sellingF) B) and D)
G) B) and E)

Question 7

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Accepted Answer

A)  interactive marketing
B)  multichannel selling
C)  inbound telemarketing
D)  outbound telemarketing
E)  social networkingF) None of the above
G) A) and E)

Question 8

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Accepted Answer

A)  President's Club
B)  Keener's Club
C)  Prestige Club
D)  Triumph Club
E)  Kudos ClubF) None of the above
G) A) and C)

Question 9

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Accepted Answer

A)  presentation
B)  approach
C)  follow-up
D)  preapproach
E)  closeF) C) and D)
G) B) and E)

Question 10

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

Accepted Answer

A)  redirect the conversation
B)  defer to a supervisor
C)  probe by asking additional questions
D)  distract by identifying competitor shortcomings
E)  acknowledge and convert the objectionF) C) and E)
G) B) and D)

Question 11

Doug Ames sells Mercedes Benz automobiles.While making his sales presentation to a newly qualified prospect,the prospect said,"Doug,I would really like to buy the car,but you know,the price of the automobile is just too high." In order to answer the prospect's objection,Ames responded,"Sir,you are correct.The price of the Mercedes Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car,the high resale value of the car,and the dependability and prestige associated with the Mercedes Benz.What technique did Ames use to handle the prospect's objection?

Accepted Answer

A)  the postpone technique
B)  the agree and neutralize technique
C)  the denial technique
D)  the accept the objection technique
E)  the acknowledge and convert techniqueF) B) and D)
G) B) and E)

Question 12

An effective sales plan objective should be

Accepted Answer

A)  general,measurable,and flexible.
B)  profitable,subjective,and measurable.
C)  precise,profitable,and flexible.
D)  precise,measurable,and time specific.
E)  general,flexible,and profitable.F) D) and E)
G) B) and C)

Question 13

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) __________.

Accepted Answer

A)  reactive close
B)  assumptive close
C)  urgency close
D)  consultative close
E)  definitive closeF) A) and B)
G) B) and E)

Question 14

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

Accepted Answer

A)  statement of credentials
B)  statement of job training
C)  statement of education
D)  statement of experience
E)  statement of job qualificationsF) A) and B)
G) A) and C)

Question 15

The Xerox salesforce is divided into four __________ organizations.

Accepted Answer

A)  profit
B)  geographic
C)  customer
D)  market
E)  product life cycleF) A) and D)
G) B) and E)

Question 16

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 telemarketingF) C) and D)
G) All of the above

Question 17

A stimulus-response presentation refers to a format that

Accepted Answer

A)  focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution.
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)  involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information.
E)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.F) A) and B)
G) C) and E)

Question 18

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) A) and D)
G) C) and E)

Question 19

The personal selling process encompasses __________ distinct selling stages.

Accepted Answer

A)  3
B)  4
C)  5
D)  6
E)  7F) B) and E)
G) A) and B)

Question 20

If the salesperson's objective is to "obtain a purchase from the prospect and create a customer," what is the name of this stage of the personnel selling process?

Accepted Answer

A)  preapproach
B)  close
C)  follow-up
D)  approach
E)  presentationF) A) and D)
G) A) and C)

Exam 17: Personal Selling and Sales Management

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) __________.

Correct Answer
verified

The personal selling process encompasses __________ distinct selling stages.

Correct Answer
verified

The primary responsibility of order takers is to

Correct Answer
verified

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

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

An effective sales plan objective should be

Correct Answer
verified

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct Answer
verified

When Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ to compensate Daniel for his time and effort.

Correct Answer
verified

Correct Answer
verified

A sales quota refers to

Correct Answer
verified

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Correct Answer
verified

The Xerox salesforce is divided into four __________ organizations.

Correct Answer
verified

Procter & Gamble uses people from 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 __________.

Correct Answer
verified

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Correct Answer
verified

If the salesperson's objective is to "obtain a purchase from the prospect and create a customer," what is the name of this stage of the personnel selling process?

Correct Answer
verified

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

A stimulus-response presentation refers to a format that

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

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) __________.

Correct AnswerverifiedShow Answer

The personal selling process encompasses __________ distinct selling stages.

Correct AnswerverifiedShow Answer

The primary responsibility of order takers is to

Correct AnswerverifiedShow Answer

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

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

An effective sales plan objective should be

Correct AnswerverifiedShow Answer

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct AnswerverifiedShow Answer

When Daniel was hired to work for Bush Refrigeration Company,he was told,"The sales training program is 18 weeks,and we'll pay you $750 per week during that time." While in training,the company used a __________ to compensate Daniel for his time and effort.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A sales quota refers to

Correct AnswerverifiedShow Answer

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Correct AnswerverifiedShow Answer

The Xerox salesforce is divided into four __________ organizations.

Correct AnswerverifiedShow Answer

Procter & Gamble uses people from 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 __________.

Correct AnswerverifiedShow Answer

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Correct AnswerverifiedShow Answer

If the salesperson's objective is to "obtain a purchase from the prospect and create a customer," what is the name of this stage of the personnel selling process?

Correct AnswerverifiedShow Answer

At Xerox there is a passion for winning that provides a key incentive for sales reps.Xerox has a recognition program called the __________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A stimulus-response presentation refers to a format that

Correct AnswerverifiedShow Answer

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