Question 1

A formula selling presentation is a 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) relies on exhibits at trade shows,professional meetings,and conferences. 
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) relies on exhibits at trade shows,professional meetings,and conferences. C

Question 2

The Xerox salesforce is divided into four ________ organizations.

Accepted Answer

A) product 
B) geographic 
C) customer 
D) market 
E) product life cycle 
A) product 
B) geographic 
C) customer 
D) market 
E) product life cycle B

Question 3

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as

Accepted Answer

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

Question 4

All of the following are behaviorally related sales objectives except which?

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 5

Which of the following is one of three types of personal selling?

Accepted Answer

A) consumer targeting 
B) order processing 
C) lead generation 
D) order taking 
E) suggestive selling 
A) consumer targeting 
B) order processing 
C) lead generation 
D) order taking 
E) suggestive selling

Question 6

________ provides intelligence to salespeople in the form of lead qualification,preapproach preparation,customer buying patterns,and upselling and cross-selling opportunity identification.

Accepted Answer

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

Question 7

Which of the following statements regarding salesforce compensation plans is most accurate?

Accepted Answer

A) The most preferred compensation plan among salespeople is the straight commission plan. 
B) Nonmonetary rewards are not very effective as salesforce motivators. 
C) New recruits are often more productive than seasoned professionals. 
D) Ineffective practices often lead to costly salesforce turnovers. 
E) The expense of training a new salesperson,including the cost of lost sales,is still lower than having to use a salary plus commission plan. 
A) The most preferred compensation plan among salespeople is the straight commission plan. 
B) Nonmonetary rewards are not very effective as salesforce motivators. 
C) New recruits are often more productive than seasoned professionals. 
D) Ineffective practices often lead to costly salesforce turnovers. 
E) The expense of training a new salesperson,including the cost of lost sales,is still lower than having to use a salary plus commission plan.

Question 8

Jessi called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of

Accepted Answer

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

Question 9

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Accepted Answer

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

Question 10

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 sold only boilers,another that sold only transformers,and so forth.Each of its salespeople was an expert on the items he or she sold.Its salesforce was organized by

Accepted Answer

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

Question 11

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 12

Personal selling serves several major roles in a firm's overall marketing effort;for one,salespeople

Accepted Answer

A) play a key role in research and development. 
B) are the company in a consumer's eyes. 
C) play a dominant role in implementing an organization's pull strategy. 
D) provide the most valuable resource for segmenting and selecting target markets. 
E) are one of many people in a firm that contacts potential customers. 
A) play a key role in research and development. 
B) are the company in a consumer's eyes. 
C) play a dominant role in implementing an organization's pull strategy. 
D) provide the most valuable resource for segmenting and selecting target markets. 
E) are one of many people in a firm that contacts potential customers.

Question 13

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines.TransWave sends an environmental expert,a safety engineer,a legal representative to explain new regulations enacted by the U.S.Office of Pipeline Safety,and an experienced pipeline expert when it meets with a prospect.This is an example of how TransWave uses

Accepted Answer

A) partnership selling. 
B) order getting. 
C) functional selling. 
D) sales engineering. 
E) team selling. 
A) partnership selling. 
B) order getting. 
C) functional selling. 
D) sales engineering. 
E) team selling.

Question 14

All of the following are elements in a statement of job qualifications for an order-getting salesperson except which?

Accepted Answer

A) honesty 
B) the preferred customer type 
C) imagination and problem-solving ability 
D) responsiveness to buyer needs 
E) effective communication and listening skills 
A) honesty 
B) the preferred customer type 
C) imagination and problem-solving ability 
D) responsiveness to buyer needs 
E) effective communication and listening skills

Question 15

Sales management refers to

Accepted Answer

A) the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm. 
B) the process of allocating funds for direct selling. 
C) only the recruiting,hiring,and training of a company's salesforce. 
D) the segmentation and selection of target markets to be addressed by a company's salesforce. 
E) the two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision. 
A) the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm. 
B) the process of allocating funds for direct selling. 
C) only the recruiting,hiring,and training of a company's salesforce. 
D) the segmentation and selection of target markets to be addressed by a company's salesforce. 
E) the two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision.

Question 16

Exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Accepted Answer

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

Question 17

Industry research shows that outside order getters,or field service representatives,spend 36 percent of their time selling,and another ________ percent is devoted to generating leads and researching customer accounts.

Accepted Answer

A) 5 
B) 10 
C) 15 
D) 21 
E) 28 
A) 5 
B) 10 
C) 15 
D) 21 
E) 28

Question 18

With ________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

Accepted Answer

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

Question 19

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 20

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.

Exam 20: Personal Selling and Sales Management

A formula selling presentation is a format that

The Xerox salesforce is divided into four ________ organizations.

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as

All of the following are behaviorally related sales objectives except which?

Which of the following is one of three types of personal selling?

________ provides intelligence to salespeople in the form of lead qualification,preapproach preparation,customer buying patterns,and upselling and cross-selling opportunity identification.

Which of the following statements regarding salesforce compensation plans is most accurate?

Jessi called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

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

Personal selling serves several major roles in a firm's overall marketing effort;for one,salespeople

All of the following are elements in a statement of job qualifications for an order-getting salesperson except which?

Sales management refers to

Exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Industry research shows that outside order getters,or field service representatives,spend 36 percent of their time selling,and another ________ percent is devoted to generating leads and researching customer accounts.

With ________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

A stimulus-response presentation refers to a format that

An order taker is a

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

Implementing Interactive and Multichannel Marketing

Pulling It All Together: the Strategic Marketing Process

Writing Successful Marketing and Business Plans: Tips and Guidelines

Financial Statements and Ratios

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