Question 1

Which of these is a task involved in managing personal selling?

Accepted Answer

A)  identifying potential target markets 
B)  setting objectives 
C)  using salesforce input to make product modifications 
D)  maintaining open communications between sales representatives and all other stakeholders 
E)  designing new promotional campaigns for the purpose of generating new sales 
A)  identifying potential target markets 
B)  setting objectives 
C)  using salesforce input to make product modifications 
D)  maintaining open communications between sales representatives and all other stakeholders 
E)  designing new promotional campaigns for the purpose of generating new sales

Question 2

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Accepted Answer

A)  formula selling presentation 
B)  stimulus-response presentation 
C)  marketing concept presentation 
D)  relationship selling presentation 
E)  need-satisfaction presentation 
A)  formula selling presentation 
B)  stimulus-response presentation 
C)  marketing concept presentation 
D)  relationship selling presentation 
E)  need-satisfaction presentation

Question 3

Canam Canada specializes in the fabrication of steel joists, joist girders, and steel deck for use in commercial construction. Canam Canada offers value-added engineering support, architectural flexibility, and customized solutions and services. Canam Canada uses team selling that focus on important customers to build mutually beneficially, long-term, relationships. Teams include sales, service, and technical personnel to work exclusively with assigned customers. Canam's salesforce practices are an example of

Accepted Answer

A)  unique account management. 
B)  key account management. 
C)  specialty account management. 
D)  one-of-a-kind account management. 
E)  consultative account management. 
A)  unique account management. 
B)  key account management. 
C)  specialty account management. 
D)  one-of-a-kind account management. 
E)  consultative account management.

Question 4

Which of these statements regarding 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 require considerable product knowledge. 
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 getters often replenish a retailer's inventories. 
B)  Order getters handle orders obtained on inbound telemarketing. 
C)  Order getters require considerable product knowledge. 
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 5

Which form of personal selling has the lowest requirement for problem solving?

Accepted Answer

A)  order taker 
B)  order getter 
C)  sales engineer 
D)  missionary salesperson 
E)  team selling 
A)  order taker 
B)  order getter 
C)  sales engineer 
D)  missionary salesperson 
E)  team selling

Question 6

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. 
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.

Question 7

Information from a ________ is used to write a job description.

Accepted Answer

A)  job analysis 
B)  salesforce compensation plan 
C)  sales plan 
D)  sales performance audit 
E)  personal performance plan 
A)  job analysis 
B)  salesforce compensation plan 
C)  sales plan 
D)  sales performance audit 
E)  personal performance plan

Question 8

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 9

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Accepted Answer

A)  adaptive selling. 
B)  suggestive selling. 
C)  formula selling. 
D)  consultative selling. 
E)  relationship selling. 
A)  adaptive selling. 
B)  suggestive selling. 
C)  formula selling. 
D)  consultative selling. 
E)  relationship selling.

Question 10

During the ________ step of sales plan implementation, Cascade Maverik looks for individuals that are self-motivated, have a positive attitude, and understand the team mentality.

Accepted Answer

A)  motivation and compensation 
B)  performance 
C)  recruitment and selection 
D)  presentation 
E)  training 
A)  motivation and compensation 
B)  performance 
C)  recruitment and selection 
D)  presentation 
E)  training

Question 11

Lindsey Smith's selling success at GE is due in large part to her

Accepted Answer

A)  developing relationships with CEOs and CFOs. 
B)  using a team of sales personnel, technical specialists, and health care professionals in selling to and servicing key customers. 
C)  continually reinforcing GE Healthcare's competitive advantage. 
D)  simplifying sales presentations for technical products. 
E)  staying on top of marketing trends for business-to-business selling. 
A)  developing relationships with CEOs and CFOs. 
B)  using a team of sales personnel, technical specialists, and health care professionals in selling to and servicing key customers. 
C)  continually reinforcing GE Healthcare's competitive advantage. 
D)  simplifying sales presentations for technical products. 
E)  staying on top of marketing trends for business-to-business selling.

Question 12

Aspects of ________ policies might include which individuals in a buying organization should be contacted, the amount of sales and service effort that different customers should receive, and the kinds of information salespeople should collect before or during a sales call.

Accepted Answer

A)  sales response management 
B)  account management 
C)  sales administration 
D)  customer interaction 
E)  prospect administration 
A)  sales response management 
B)  account management 
C)  sales administration 
D)  customer interaction 
E)  prospect administration

Question 13

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 
B)  one-half 
C)  the same as 
D)  twice 
E)  triple 
A)  one-quarter 
B)  one-half 
C)  the same as 
D)  twice 
E)  triple

Question 14

Today, ________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships, find better ways of doing things, and create and sustain value for their customers.

Accepted Answer

A)  15 
B)  20 
C)  45 
D)  75 
E)  90 
A)  15 
B)  20 
C)  45 
D)  75 
E)  90

Question 15

The salesperson's objective is to search for and qualify potential customers during which stage in the personal selling process?

Accepted Answer

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

Question 16

Define relationship selling.

Accepted Answer

Relationship selling is the practice of

Question 17

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Accepted Answer

A)  empathetic intelligence. 
B)  responsive empathy. 
C)  emotional intelligence. 
D)  subliminal intelligence. 
E)  cognitive empathy. 
A)  empathetic intelligence. 
B)  responsive empathy. 
C)  emotional intelligence. 
D)  subliminal intelligence. 
E)  cognitive empathy.

Question 18

In personal selling, a trial close refers to

Accepted Answer

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. 
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.

Question 19

Explain the difference between a lead, a prospect, and a qualified prospect.

Accepted Answer

A lead is the name of a person who may b

Question 20

Explain what occurs during the closing stage of the selling process and list the three types of close.

Accepted Answer

The closing stage in the selling process

Exam 21: Implementing Interactive and Multi-Channel Marketing

Which of these is a task involved in managing personal selling?

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Which of these statements regarding order getters is most accurate?

Which form of personal selling has the lowest requirement for problem solving?

The primary responsibility of order takers is to

Information from a ________ is used to write a job description.

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.

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

During the ________ step of sales plan implementation, Cascade Maverik looks for individuals that are self-motivated, have a positive attitude, and understand the team mentality.

Lindsey Smith's selling success at GE is due in large part to her

Aspects of ________ policies might include which individuals in a buying organization should be contacted, the amount of sales and service effort that different customers should receive, and the kinds of information salespeople should collect before or during a sales call.

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.

Today, ________ percent of companies employ cross-functional teams of professionals to work with customers to improve relationships, find better ways of doing things, and create and sustain value for their customers.

The salesperson's objective is to search for and qualify potential customers during which stage in the personal selling process?

Define relationship selling.

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

In personal selling, a trial close refers to

Explain the difference between a lead, a prospect, and a qualified prospect.

Explain what occurs during the closing stage of the selling process and list the three types of close.

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility for Sustainable Marketing

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Successful Products, Services, and Brands

Services Marketing

Building the Price Foundation

Arriving at the Final Price

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Using Social Media and Mobile Marketing to Connect With Consumers

Personal Selling and Sales Management

Pulling It All Together: the Strategic Marketing Proces

Building an Effective Marketing Plan

Financial Aspects of Marketing

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