Question 1

Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

Accepted Answer

A)  missionary salespeople 
B)  sales engineers 
C)  outside order getters 
D)  inside order getters 
E)  outbound telemarketers 
A)  missionary salespeople 
B)  sales engineers 
C)  outside order getters 
D)  inside order getters 
E)  outbound telemarketers

Question 2

A salesclerk at L. L. Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountaineering boots.

Accepted Answer

A)  a stimulus-response presentation 
B)  a transactional sales presentation 
C)  need-satisfaction selling 
D)  consultative selling 
E)  formula selling 
A)  a stimulus-response presentation 
B)  a transactional sales presentation 
C)  need-satisfaction selling 
D)  consultative selling 
E)  formula selling

Question 3

The salesperson's objective is to gather information and decide how to approach the prospect during which stage in the personal selling process?

Accepted Answer

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

Question 4

The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or group is referred to as

Accepted Answer

A)  sales management. 
B)  personal selling. 
C)  sales promotion. 
D)  direct selling. 
E)  marketing management. 
A)  sales management. 
B)  personal selling. 
C)  sales promotion. 
D)  direct selling. 
E)  marketing management.

Question 5

In a ________, the salesperson tries one appeal after another, hoping to "hit the right button."

Accepted Answer

A)  formula selling presentation 
B)  persuasive sales presentation 
C)  categorical satisfaction presentation 
D)  stimulus-response presentation 
E)  progressive selling presentation 
A)  formula selling presentation 
B)  persuasive sales presentation 
C)  categorical satisfaction presentation 
D)  stimulus-response presentation 
E)  progressive selling presentation

Question 6

Figure 21-3
-As shown in Figure 21-3 above, Box E is the ________ stage in the personal selling process.

Accepted Answer

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

Question 7

Procter & Gamble uses groups of 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 selling. 
A)  partnership selling. 
B)  missionary selling. 
C)  order taking. 
D)  team selling. 
E)  formula selling.

Question 8

Which of these 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. 
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.

Question 9

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 evaluation 
A)  assumptive close 
B)  final close 
C)  urgency close 
D)  follow-up 
E)  postpurchase evaluation

Question 10

About 60 percent of U.S. companies now include ________ as a behavioral measure of salesperson performance.

Accepted Answer

A)  the ability to read body language 
B)  customer satisfaction 
C)  suggestive selling skills 
D)  emotional intelligence 
E)  cold canvassing skills 
A)  the ability to read body language 
B)  customer satisfaction 
C)  suggestive selling skills 
D)  emotional intelligence 
E)  cold canvassing skills

Question 11

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Accepted Answer

A)  collaborative selling. 
B)  team selling. 
C)  cooperative selling. 
D)  account selling. 
E)  formula selling. 
A)  collaborative selling. 
B)  team selling. 
C)  cooperative selling. 
D)  account selling. 
E)  formula selling.

Question 12

Figure 21-7
-Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box B represents which account management policy?

Accepted Answer

A)  accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C)  accounts that offer a poor opportunity because they have high levels of competition 
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 organization 
A)  accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts 
B)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible 
C)  accounts that offer a poor opportunity because they have high levels of competition 
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 organization

Question 13

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

Accepted Answer

A)  sales call report 
B)  selling expense report 
C)  sales quota 
D)  sales audit report 
E)  salesforce plan 
A)  sales call report 
B)  selling expense report 
C)  sales quota 
D)  sales audit report 
E)  salesforce plan

Question 14

Which of these statements regarding outside order getters is most accurate?

Accepted Answer

A)  Order getters often replenish a retailer's inventories. 
B)  Order getters handle orders obtained on inbound telemarketing. 
C)  Order getters typically process reorders for products already sold by the company. 
D)  Order getters' primary focus is on performing promotional activities and introducing new products. 
E)  Order getter sales calls traditionally require the greatest financial investment from the firm. 
A)  Order getters often replenish a retailer's inventories. 
B)  Order getters handle orders obtained on inbound telemarketing. 
C)  Order getters typically process reorders for products already sold by the company. 
D)  Order getters' primary focus is on performing promotional activities and introducing new products. 
E)  Order getter sales calls traditionally require the greatest financial investment from the firm.

Question 15

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

Accepted Answer

A)  credentials. 
B)  training. 
C)  education. 
D)  experience. 
E)  qualifications. 
A)  credentials. 
B)  training. 
C)  education. 
D)  experience. 
E)  qualifications.

Question 16

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Accepted Answer

A)  approach 
B)  presentation 
C)  closing 
D)  follow-up 
E)  sale 
A)  approach 
B)  presentation 
C)  closing 
D)  follow-up 
E)  sale

Question 17

When Daniel was hired to work for Bush Refrigeration Co., 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 plan 
A)  sales response compensation plan 
B)  combination compensation plan 
C)  straight salary compensation plan 
D)  straight commission compensation plan 
E)  market share compensation plan

Question 18

Figure 21-3
-As shown in Figure 21-3 above, Box F is the ________ stage in the personal selling process.

Accepted Answer

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

Question 19

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?

Accepted Answer

A)  sales 
B)  cognitive 
C)  emotional 
D)  customer 
E)  compensatory 
A)  sales 
B)  cognitive 
C)  emotional 
D)  customer 
E)  compensatory

Question 20

Consultative selling is a presentation format that

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
B)  focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. 
C)  consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. 
D)  assumes that given the appropriate stimulus by a salesperson, the prospect will buy. 
E)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information. 
A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. 
B)  focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. 
C)  consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. 
D)  assumes that given the appropriate stimulus by a salesperson, the prospect will buy. 
E)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Exam 21: Implementing Interactive and Multi-Channel Marketing

Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

A salesclerk at L. L. Bean uses ________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountaineering boots.

The salesperson's objective is to gather information and decide how to approach the prospect during which stage in the personal selling process?

The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or group is referred to as

In a ________, the salesperson tries one appeal after another, hoping to "hit the right button."

Figure 21-3 -As shown in Figure 21-3 above, Box E is the ________ stage in the personal selling process.

Procter & Gamble uses groups of 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

Which of these statements regarding order getters is most accurate?

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

About 60 percent of U.S. companies now include ________ as a behavioral measure of salesperson performance.

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Figure 21-7 -Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box B represents which account management policy?

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

Which of these statements regarding outside order getters is most accurate?

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

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

When Daniel was hired to work for Bush Refrigeration Co., 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.

Figure 21-3 -As shown in Figure 21-3 above, Box F is the ________ stage in the personal selling process.

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?

Consultative selling is a presentation format that

Creating Customer Relationships and Value Through Marketing

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Ethical and Social Responsibility for Sustainable Marketing

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