Question 1

Team selling would most likely be used by a company that sells

Accepted Answer

A)  file cabinets. 
B)  washing machines. 
C)  dining room tables. 
D)  four-wheel drive sports utility vehicle (SUVs). 
E)  automated industrial milling machines. 
A)  file cabinets. 
B)  washing machines. 
C)  dining room tables. 
D)  four-wheel drive sports utility vehicle (SUVs). 
E)  automated industrial milling machines.

Question 2

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Accepted Answer

The stimulus-response presentation forma

Question 3

With a ________, a salesperson is paid a specified salary plus a commission on sales or profits generated.

Accepted Answer

A)  sales response compensation plan 
B)  combination compensation plan 
C)  sales plus compensation plan 
D)  modified commission compensation plan 
E)  market share compensation plan 
A)  sales response compensation plan 
B)  combination compensation plan 
C)  sales plus compensation plan 
D)  modified commission compensation plan 
E)  market share compensation plan

Question 4

Recently, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer. The Microsoft expert is most likely engaged in

Accepted Answer

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

Question 5

A straight commission compensation plan is one

Accepted Answer

A)  that assigns the same commission dollar value regardless of a product's value, number sold, or difficulty level of the sales effort. 
B)  in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated. 
C)  that determines 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. 
A)  that assigns the same commission dollar value regardless of a product's value, number sold, or difficulty level of the sales effort. 
B)  in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated. 
C)  that determines 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.

Question 6

Policies that specify who salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Accepted Answer

A)  sales response management policies. 
B)  key account management policies. 
C)  account management policies. 
D)  customer management policies. 
E)  salesforce management policies. 
A)  sales response management policies. 
B)  key account management policies. 
C)  account management policies. 
D)  customer management policies. 
E)  salesforce management policies.

Question 7

The ________ format, which emphasizes problem solving and customer solutions, is the sales format most consistent with the marketing concept and relationship building.

Accepted Answer

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

Question 8

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

A)  rationalizations 
B)  counteroffers 
C)  refusals 
D)  objections 
E)  qualifications 
A)  rationalizations 
B)  counteroffers 
C)  refusals 
D)  objections 
E)  qualifications

Question 9

What are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role

Question 10

All of these are dimensions of emotional intelligence exceptwhich?

Accepted Answer

A)  the ability to manage one's emotions and impulses 
B)  social skills 
C)  transparency 
D)  self-motivation skills 
E)  empathy 
A)  the ability to manage one's emotions and impulses 
B)  social skills 
C)  transparency 
D)  self-motivation skills 
E)  empathy

Question 11

SFA is an acronym for

Accepted Answer

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

Question 12

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr

Question 13

Pitney Bowes uses sales personnel, carrier management specialists, and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world. This type of sales approach is called

Accepted Answer

A)  team selling. 
B)  formula selling. 
C)  partnership selling. 
D)  missionary selling. 
E)  order taking. 
A)  team selling. 
B)  formula selling. 
C)  partnership selling. 
D)  missionary selling. 
E)  order taking.

Question 14

Inside order takers are also referred to as

Accepted Answer

A)  managers. 
B)  wait staff. 
C)  prospectors. 
D)  salesclerks. 
E)  missionary salespeople. 
A)  managers. 
B)  wait staff. 
C)  prospectors. 
D)  salesclerks. 
E)  missionary salespeople.

Question 15

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

Accepted Answer

A)  adaptive selling and upselling 
B)  formula selling and adaptive selling 
C)  formula selling and suggestive selling 
D)  suggestive selling and formula selling 
E)  upselling and cross-selling 
A)  adaptive selling and upselling 
B)  formula selling and adaptive selling 
C)  formula selling and suggestive selling 
D)  suggestive selling and formula selling 
E)  upselling and cross-selling

Question 16

A sales engineer is a

Accepted Answer

A)  salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services. 
B)  salesperson who processes routine orders or reorders for products that are presold by the company. 
C)  salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service. 
D)  person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
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 and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services. 
B)  salesperson who processes routine orders or reorders for products that are presold by the company. 
C)  salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service. 
D)  person on the selling team who is responsible for supervising his or her company's R&D expenditures. 
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 17

Team selling refers to the practice of

Accepted Answer

A)  using an entire group of professionals in selling to and servicing major customers. 
B)  sending an entire group of a firm's sales representatives into the field. 
C)  combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer. 
D)  sending a group of sales representatives to concentrate on performing promotional activities and introducing new products. 
E)  assigning a group of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers. 
A)  using an entire group of professionals in selling to and servicing major customers. 
B)  sending an entire group of a firm's sales representatives into the field. 
C)  combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer. 
D)  sending a group of sales representatives to concentrate on performing promotional activities and introducing new products. 
E)  assigning a group of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers.

Question 18

It is estimated that the average cost of a single field sales call on a business customer is about ________, factoring in salespeople's compensation, benefits, and travel-and-entertainment expenses.

Accepted Answer

A)  $150 
B)  $250 
C)  $325 
D)  $400 
E)  $500 
A)  $150 
B)  $250 
C)  $325 
D)  $400 
E)  $500

Question 19

Adaptive 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.

Question 20

Which of the following statements regarding the preapproach stage with respect to international selling is most accurate?

Accepted Answer

A)  The preapproach protocol is standardized in most areas of the world. 
B)  The preapproach stage is shorter and less intensive abroad than with domestic consumers. 
C)  Customs are very important in dictating appropriate protocol. 
D)  In most cases, the buyer rather than the seller initiates the contact between seller and buyer internationally. 
E)  Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead in most countries. 
A)  The preapproach protocol is standardized in most areas of the world. 
B)  The preapproach stage is shorter and less intensive abroad than with domestic consumers. 
C)  Customs are very important in dictating appropriate protocol. 
D)  In most cases, the buyer rather than the seller initiates the contact between seller and buyer internationally. 
E)  Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead in most countries.

Exam 21: Implementing Interactive and Multi-Channel Marketing

Team selling would most likely be used by a company that sells

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

With a ________, a salesperson is paid a specified salary plus a commission on sales or profits generated.

A straight commission compensation plan is one

Policies that specify who salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

The ________ format, which emphasizes problem solving and customer solutions, is the sales format most consistent with the marketing concept and relationship building.

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

What are the three major roles of personal selling in a firm's overall marketing effort?

All of these are dimensions of emotional intelligence exceptwhich?

SFA is an acronym for

What are the keys to effective need-satisfaction presentations?

Pitney Bowes uses sales personnel, carrier management specialists, and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world. This type of sales approach is called

Inside order takers are also referred to as

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

A sales engineer is a

Team selling refers to the practice of

It is estimated that the average cost of a single field sales call on a business customer is about ________, factoring in salespeople's compensation, benefits, and travel-and-entertainment expenses.

Adaptive selling is a presentation format that

Which of the following statements regarding the preapproach stage with respect to international selling is most accurate?

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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