Question 1

Job analysis refers to

Accepted Answer

A)  a thorough evaluation of a salesperson's performance based upon both input and output objectives. 
B)  a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead being converted into a sale. 
C)  a study of a particular sales position, including how the job is to be performed and the tasks that make up the job. 
D)  a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan. 
E)  a written document that describes the job relationships and requirements that characterize each sales position. 
A)  a thorough evaluation of a salesperson's performance based upon both input and output objectives. 
B)  a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead being converted into a sale. 
C)  a study of a particular sales position, including how the job is to be performed and the tasks that make up the job. 
D)  a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan. 
E)  a written document that describes the job relationships and requirements that characterize each sales position.

Question 2

Which of these statements regarding the role of salespeople is most accurate?

Accepted Answer

A)  Salespeople can identify creative solutions to customer problems. 
B)  Salespeople have little say in a company's account management policies. 
C)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D)  Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases. 
A)  Salespeople can identify creative solutions to customer problems. 
B)  Salespeople have little say in a company's account management policies. 
C)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets. 
D)  Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security. 
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Question 3

All of these are behaviorally related sales objectives exceptwhich?

Accepted Answer

A)  communication skills 
B)  customer service satisfaction ratings 
C)  number of new customers 
D)  selling skills 
E)  product knowledge 
A)  communication skills 
B)  customer service satisfaction ratings 
C)  number of new customers 
D)  selling skills 
E)  product knowledge

Question 4

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Accepted Answer

A)  time management software 
B)  customer experience software 
C)  sales force automation 
D)  proposal generation software 
E)  marketing automation 
A)  time management software 
B)  customer experience software 
C)  sales force automation 
D)  proposal generation software 
E)  marketing automation

Question 5

According to Lindsey Smith of GE Healthcare, all of these are necessary skills to be successful in serving customers in her sales career exceptwhich?

Accepted Answer

A)  an MBA degree 
B)  strategic thinking 
C)  product knowledge 
D)  communication skills 
E)  analytical thinking 
A)  an MBA degree 
B)  strategic thinking 
C)  product knowledge 
D)  communication skills 
E)  analytical thinking

Question 6

One of the most crucial tasks of sales management is ________; it begins with a carefully crafted job analysis.

Accepted Answer

A)  salesforce evaluation 
B)  setting sales objectives 
C)  developing account management policies 
D)  salesforce motivation and compensation 
E)  effective recruitment and selection of salespeople 
A)  salesforce evaluation 
B)  setting sales objectives 
C)  developing account management policies 
D)  salesforce motivation and compensation 
E)  effective recruitment and selection of salespeople

Question 7

With a ________, a salesperson is paid a fixed fee per week, month, or year.

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 8

In personal selling, the customer who wants or needs the product is referred to as a

Accepted Answer

A)  hot lead. 
B)  cold call. 
C)  lead. 
D)  prospect. 
E)  qualified prospect. 
A)  hot lead. 
B)  cold call. 
C)  lead. 
D)  prospect. 
E)  qualified prospect.

Question 9

________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Accepted Answer

A)  Avon 
B)  General Motors 
C)  Tiffany & Co. 
D)  Pampered Chef 
E)  Mary Kay Cosmetics 
A)  Avon 
B)  General Motors 
C)  Tiffany & Co. 
D)  Pampered Chef 
E)  Mary Kay Cosmetics

Question 10

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

Accepted Answer

A)  presentation. 
B)  assumptive close. 
C)  decision confirmation. 
D)  urgency close. 
E)  follow-up. 
A)  presentation. 
B)  assumptive close. 
C)  decision confirmation. 
D)  urgency close. 
E)  follow-up.

Question 11

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan, such as those involving

Accepted Answer

A)  new sales, new lead generation, and customer billing. 
B)  sales calls, selling expenses, and account management policies. 
C)  selling expenses, profits generated, and account management policies. 
D)  new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E)  recruitment, selection, and training of new sales representatives. 
A)  new sales, new lead generation, and customer billing. 
B)  sales calls, selling expenses, and account management policies. 
C)  selling expenses, profits generated, and account management policies. 
D)  new lead generation, sales quotas, and sales increases over the previous evaluation period. 
E)  recruitment, selection, and training of new sales representatives.

Question 12

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl

Question 13

John Whitaker works for American Greetings. His job description includes these responsibilities: (1) stock and arrange point-of-purchase displays of present customers-60 percent of his workweek and (2) receive orders from customers and complete the transactions-40 percent of his workweek. Whitaker is primarily engaged in which type of selling?

Accepted Answer

A)  outside order taking 
B)  relationship selling 
C)  inside order taking 
D)  outside order getting 
E)  missionary sales 
A)  outside order taking 
B)  relationship selling 
C)  inside order taking 
D)  outside order getting 
E)  missionary sales

Question 14

An order taker is a

Accepted Answer

A)  salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B)  salesperson who processes routine orders or reorders for products that were already sold by the company. 
C)  salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service. 
D)  person on the selling team who is responsible for obtaining qualified leads. 
E)  member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products. 
A)  salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services. 
B)  salesperson who processes routine orders or reorders for products that were already sold by the company. 
C)  salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service. 
D)  person on the selling team who is responsible for obtaining qualified leads. 
E)  member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.

Question 15

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Accepted Answer

A)  body language, statements, and questions. 
B)  questions, financial negotiation, and counteroffers. 
C)  negotiations, questions, and requests for assurance. 
D)  eye contact, body language, and requests for assurance. 
E)  questions, statements, and financial negotiations. 
A)  body language, statements, and questions. 
B)  questions, financial negotiation, and counteroffers. 
C)  negotiations, questions, and requests for assurance. 
D)  eye contact, body language, and requests for assurance. 
E)  questions, statements, and financial negotiations.

Question 16

Salespeople called ________ typically answer simple questions, take orders, and complete transactions with customers.

Accepted Answer

A)  managers 
B)  inside order takers 
C)  directors 
D)  outside order takers 
E)  functional salespeople 
A)  managers 
B)  inside order takers 
C)  directors 
D)  outside order takers 
E)  functional salespeople

Question 17

When Diego called the toll-free number to order two children's books from the Usborne catalog, the firm was using

Accepted Answer

A)  social networking. 
B)  interactive marketing. 
C)  multichannel selling. 
D)  inbound telemarketing. 
E)  outbound telemarketing. 
A)  social networking. 
B)  interactive marketing. 
C)  multichannel selling. 
D)  inbound telemarketing. 
E)  outbound telemarketing.

Question 18

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 appeal 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. 
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 appeal 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.

Question 19

________ consists of processes and technologies that supply customers with information about postsale activities, including installation, repair, replacement, and replenishment, and technical expertise pertaining to products.

Accepted Answer

A)  Time management software 
B)  Customer service and support automation 
C)  Sales force automation 
D)  Warranty software 
E)  Marketing automation 
A)  Time management software 
B)  Customer service and support automation 
C)  Sales force automation 
D)  Warranty software 
E)  Marketing automation

Question 20

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.

Accepted Answer

A)  attitude 
B)  sales level 
C)  intelligence 
D)  personal values 
E)  personal ethics 
A)  attitude 
B)  sales level 
C)  intelligence 
D)  personal values 
E)  personal ethics

Exam 21: Implementing Interactive and Multi-Channel Marketing

Job analysis refers to

Which of these statements regarding the role of salespeople is most accurate?

All of these are behaviorally related sales objectives exceptwhich?

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

According to Lindsey Smith of GE Healthcare, all of these are necessary skills to be successful in serving customers in her sales career exceptwhich?

One of the most crucial tasks of sales management is ________; it begins with a carefully crafted job analysis.

With a ________, a salesperson is paid a fixed fee per week, month, or year.

In personal selling, the customer who wants or needs the product is referred to as a

________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

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

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan, such as those involving

Explain the difference between personal selling and sales management.

An order taker is a

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Salespeople called ________ typically answer simple questions, take orders, and complete transactions with customers.

When Diego called the toll-free number to order two children's books from the Usborne catalog, the firm was using

A stimulus-response presentation refers to a format that

________ consists of processes and technologies that supply customers with information about postsale activities, including installation, repair, replacement, and replenishment, and technical expertise pertaining to products.

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.

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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