Question 1

FIGURE 17-5  
-As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Accepted Answer

A) team selling 
B) personal selling 
C) adaptive selling 
D) need-satisfying selling 
E) one-on-one selling 
A) team selling 
B) personal selling 
C) adaptive selling 
D) need-satisfying selling 
E) one-on-one selling C

Question 2

Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Accepted Answer

A) salespeople play a key role in research and development. 
B) salespeople are the ultimate channel of distribution. 
C) salespeople provide the most valuable resource for segmenting and selecting target markets. 
D) salespeople may play a dominant role in a firm's marketing program. 
E) salespeople may play a key role in a firm's industrial classification based upon their education and training. 
A) salespeople play a key role in research and development. 
B) salespeople are the ultimate channel of distribution. 
C) salespeople provide the most valuable resource for segmenting and selecting target markets. 
D) salespeople may play a dominant role in a firm's marketing program. 
E) salespeople may play a key role in a firm's industrial classification based upon their education and training. D

Question 3

Explain the difference between order takers salespeople and order getting salespeople.

Accepted Answer

Order takers process routine orders or reorders for products that were already sold to the customer by the company.In addition, order takers are responsible for preserving an ongoing relationship with existing customers and maintaining sales.The two types of order takers are: outside order takers who visit customers and replenish inventory and inside order takers who answer simple questions, take orders and complete transactions with customers.In general, order takers do little selling and often represent simple products that have few options.Order getters must identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on customers' use of a good or service.Like order takers, order getters can be inside or outside.Order getting involves a high degree of creativity and customer empathy and typically is required for selling complex products.

Question 4

FIGURE 17-3  
-As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

Accepted Answer

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

Question 5

When different types of buyers have different needs, a __________ structure is used.

Accepted Answer

A) territorial districting organization 
B) customer sales organization 
C) geographical sales organization 
D) multi-tiered sales organization 
E) diversification sales organization 
A) territorial districting organization 
B) customer sales organization 
C) geographical sales organization 
D) multi-tiered sales organization 
E) diversification sales organization

Question 6

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

Accepted Answer

A) inside order takers 
B) outside order takers 
C) inbound telemarketers 
D) outbound telemarketers 
E) management order takers 
A) inside order takers 
B) outside order takers 
C) inbound telemarketers 
D) outbound telemarketers 
E) management order takers

Question 7

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

Accepted Answer

A) Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates. 
B) Salespeople create customer value by providing follow through after the sale. 
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 offer the greatest customer security. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the greatest financial leverage. 
A) Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates. 
B) Salespeople create customer value by providing follow through after the sale. 
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 offer the greatest customer security. 
E) Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the greatest financial leverage.

Question 8

FIGURE 17-1  
-When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the manager engage in?

Accepted Answer

A) new buy 
B) modified rebuy 
C) straight rebuy 
D) team rebuy 
E) need rebuy 
A) new buy 
B) modified rebuy 
C) straight rebuy 
D) team rebuy 
E) need rebuy

Question 9

A stimulus-response presentation refers to

Accepted Answer

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

Question 10

In 2010, 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 on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer.The Microsoft expert is engaged in

Accepted Answer

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

Question 11

The name of a person who wants or needs the product is referred to as a __________.

Accepted Answer

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

Question 12

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

Accepted Answer

A) 5 million 
B) 10 million 
C) 15 million 
D) 18 million 
E) 24 million 
A) 5 million 
B) 10 million 
C) 15 million 
D) 18 million 
E) 24 million

Question 13

__________.

Accepted Answer

A) cold call format 
B) need-satisfaction format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format 
A) cold call format 
B) need-satisfaction format 
C) stimulus-satisfaction format 
D) stimulus-selling format 
E) persuasive sales format

Question 14

An advantage of a geographical sales organization is

Accepted Answer

A) few required sales managers. 
B) smaller costs for sales calls. 
C) more effective, specialized customer support. 
D) reduced number of salespersons in the salesforce. 
E) minimize travel time, expenses, and duplication of selling effort. 
A) few required sales managers. 
B) smaller costs for sales calls. 
C) more effective, specialized customer support. 
D) reduced number of salespersons in the salesforce. 
E) minimize travel time, expenses, and duplication of selling effort.

Question 15

Personal selling assumes many forms based on __________ and __________ required to perform the sales task.

Accepted Answer

A) size of salesforce required; financial outlay 
B) amount of selling done; amount of creativity 
C) complexity of the product; amount of sales training 
D) amount of creativity; amount of sales training 
E) complexity of the product; financial outlay 
A) size of salesforce required; financial outlay 
B) amount of selling done; amount of creativity 
C) complexity of the product; amount of sales training 
D) amount of creativity; amount of sales training 
E) complexity of the product; financial outlay

Question 16

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as __________.

Accepted Answer

A) relationship selling 
B) adaptive selling 
C) consultative selling 
D) proactive selling 
E) cooperative selling 
A) relationship selling 
B) adaptive selling 
C) consultative selling 
D) proactive selling 
E) cooperative selling

Question 17

Information from the __________ is used to write a job description.

Accepted Answer

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

Question 18

A straight commission compensation plan is well-suited to positions where

Accepted Answer

A) nonselling activities are minimal. 
B) there is lively competition in the industry. 
C) no technological background is necessary. 
D) most salespeople are working towards management positions. 
E) extensive nonselling activities are essential for closing a sale. 
A) nonselling activities are minimal. 
B) there is lively competition in the industry. 
C) no technological background is necessary. 
D) most salespeople are working towards management positions. 
E) extensive nonselling activities are essential for closing a sale.

Question 19

Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A) data mining 
B) prospecting 
C) preapproach 
D) approach 
E) presentation 
A) data mining 
B) prospecting 
C) preapproach 
D) approach 
E) presentation

Question 20

At which stage in the personal selling process would the salesperson obtain further information on the prospect and decide on the best method of approach?

Accepted Answer

A) prospecting 
B) preapproach 
C) presentation 
D) approach 
E) close 
A) prospecting 
B) preapproach 
C) presentation 
D) approach 
E) close

FIGURE 17-5 -As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Explain the difference between order takers salespeople and order getting salespeople.

FIGURE 17-3 -As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

When different types of buyers have different needs, a __________ structure is used.

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

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

FIGURE 17-1 -When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the manager engage in?

A stimulus-response presentation refers to

The name of a person who wants or needs the product is referred to as a __________.

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

__________.

An advantage of a geographical sales organization is

Personal selling assumes many forms based on and required to perform the sales task.

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as __________.

Information from the __________ is used to write a job description.

A straight commission compensation plan is well-suited to positions where

Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

At which stage in the personal selling process would the salesperson obtain further information on the prospect and decide on the best method of approach?

Creating Customer Relationships and Value Through Marketing

Developing Successful Marketing and Organizational Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility in 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

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Building an Effective Marketing Plan

Filters

Exam 17: Personal Selling and Sales Management

FIGURE 17-5 -As shown in the photo in Figure 17-5, selling that involves adjusting the presentation to fit the selling situation is known as __________.

Personal selling serves three major roles in a firm's overall marketing effort: they are the critical link between a firm and its customers; salespeople are the company in a consumer's eyes; and

Explain the difference between order takers salespeople and order getting salespeople.

FIGURE 17-3 -As shown in Figure 17-3 above, stage "D" in the personal selling process is the __________ stage.

When different types of buyers have different needs, a __________ structure is used.

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

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

FIGURE 17-1 -When a Frito-Lay salesperson, such as the one shown above in Figure 17-1, takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the manager engage in?

A stimulus-response presentation refers to

The name of a person who wants or needs the product is referred to as a __________.

Virtually every occupation that involves customer contact has an element of personal selling in it.The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

__________.

An advantage of a geographical sales organization is

Personal selling assumes many forms based on __________ and __________ required to perform the sales task.

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as __________.

Information from the __________ is used to write a job description.

A straight commission compensation plan is well-suited to positions where

Advertising with a coupon or a toll-free number; exhibits at trade shows and conferences; using the Internet including web sites, e-mail, bulletin boards, and newsgroups; and cold canvassing are all activities that would take place during the __________ stage of the personal selling process.

At which stage in the personal selling process would the salesperson obtain further information on the prospect and decide on the best method of approach?

Creating Customer Relationships and Value Through Marketing

Developing Successful Marketing and Organizational Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility in 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

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Building an Effective Marketing Plan

Filters

Personal selling assumes many forms based on and required to perform the sales task.