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Russ Berry Company is a company that makes gifts and collectibles.When its southeastern sales rep is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops.When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call.The company's sales rep uses _________ to find prospects.


A) stimulus response selling
B) the preapproach
C) cold canvassing
D) formula
E) closing

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

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Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

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Sales management consists of three inter...

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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.


A) attitude
B) patience
C) intelligence
D) personal values
E) personal ethics

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

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


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 hasn't really been a problem.It is so popular it never gets to stay on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying, ..."

F) None of the above
G) All of the above

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SFA is an acronym for __________.


A) sales force automation
B) sales factory automation
C) sales flexible automation
D) sales functional automation
E) sales frequency automation

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

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Sales quota refers to


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) specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

F) None of the above
G) All of the above

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Perhaps the most well-known component of Xerox's sales management process is its


A) stellar business reputation
B) sustainability programs
C) sales representatives training program
D) challenging and dynamic environment
E) use of information technology

F) C) and E)
G) C) and D)

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Which of the following statements regarding cold canvassing is most accurate?


A) Currently there are no Federal regulations regarding cold canvassing in terms of disclosure or early morning or late night calling.
B) Some 75 percent of U.S.consumers consider cold canvassing an intrusion on their privacy.
C) Generally, only 1 in 100 cold canvass calls results in a sale, so it is only effective for high ticket items.
D) Cold calling is rarely successful in identifying qualified prospects.
E) The Telephone Consumer Protection Act (1991) not only protected citizens, it ensured the rights of telemarketers to call anyone listed in a public directory whether they chose to be called or not.

F) All of the above
G) A) and D)

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The car salesman was overheard having the following conversation with a prospective customer: "What type of driving do you do?" "How many people will you usually have riding in your car?" "Maybe, you should look at vans instead of sedans." From this information, you should recognize the car salesman was using a


A) stimulus-response presentation.
B) formula selling presentation.
C) need-satisfaction presentation.
D) persuasive selling presentation.
E) canned sales presentation.

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

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


A) outbound videoconferencing
B) interactive marketing
C) multichannel selling
D) inbound telemarketing
E) outbound telemarketing

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

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


A) developing account management policies
B) assignment of territories and/or accounts
C) salesforce recruitment and selection
D) setting sales objectives
E) salesforce evaluation

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

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The most basic of the three sales management functions is


A) sales plan analysis.
B) sales plan formulation.
C) sales plan objective.
D) sales plan evaluation.
E) sales plan implementation.

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

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An urgency close refers to


A) asking 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) B) and E)
G) A) and C)

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Personal selling begins with the __________ stage.


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

F) None of the above
G) C) and D)

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A straight commission compensation plan is a compensation plan


A) that assigns the same percentage of commission regardless of a product's size or value, frequency of sale, or difficulty level of sales effort.
B) in which a salesperson is paid a specified salary plus a commission and/or bonus on sales or profits he or she generates.
C) for determining fair and equitable compensation that includes a weighted system for different types of items or different sized territories.
D) in which the salesperson is paid a fixed amount per week, month, or year.
E) in which a salesperson's earnings are directly tied to the sales or profits he or she generates.

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

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When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following speech in her sales presentations: "Hello, __(Mr./Mrs.customer name.__, my name is __(your name here) __.I'm calling for Paradise Candles.We carry the best wax-burning mechanical candles available in the commercial decorating industry...." Paradise instructed Tracy to use


A) a stimulus-response presentation.
B) a needs-satisfaction presentation.
C) a formula selling presentation.
D) suggestive selling.
E) consultative selling.

F) A) and C)
G) B) and E)

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The final stage in the personal selling process is referred to as __________.


A) assumptive close
B) urgency close
C) presentation
D) trial close
E) follow-up

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

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ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time, ABB had a salesforce that sold only generators, one that only sold boilers, another that only sold transformers, and so forth.Each of its salespeople was an expert on the items he or she sold.Its salesforce was organized by __________.


A) workload
B) customer type
C) geography
D) product
E) customer size

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

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Two selling styles associated with the need-satisfaction presentation format are


A) adaptive selling and confrontational selling.
B) suggestive selling and supportive selling.
C) adaptive selling and suggestive selling.
D) adaptive selling and consultative selling.
E) suggestive selling and consultative selling.

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

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Anne Mulcahy is successfully restoring Xerox's legendary marketing and financial vitality.Her success is due in great part to staying in sync with


A) the technological advances of her competitors.
B) the latest trends in on-line communications distribution.
C) Xerox customers and employees.
D) the latest trends in business-to-business marketing.
E) new technologies, still in the planning stage, and adapting them to the Xerox mission.

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

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