Question 1

Perhaps the most well-known component of Xerox's sales management process is its

Accepted Answer

A) stellar business reputation. 
B) sustainability programs. 
C) sales representatives training program. 
D) challenging and dynamic environment. 
E) use of information technology. 
A) stellar business reputation. 
B) sustainability programs. 
C) sales representatives training program. 
D) challenging and dynamic environment. 
E) use of information technology. C

Question 2

The name of a person who may be a possible customer is referred to as a(n)__________.

Accepted Answer

A) "A" list 
B) cold call 
C) lead 
D) prospect 
E) qualified prospect 
A) "A" list 
B) cold call 
C) lead 
D) prospect 
E) qualified prospect C

Question 3

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Accepted Answer

A) approach 
B) presentation 
C) closing 
D) follow-up 
E) sale 
A) approach 
B) presentation 
C) closing 
D) follow-up 
E) sale C

Question 4

White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non-selling)activities;yet it wants to keep the salespeople directed towards increasing sales for the next year.If you did not know which plan the firm presently uses,what advice would you give?

Accepted Answer

A) Provide a base salary and a commission on sales generated. 
B) Give a raise to every salesperson as a motivational incentive. 
C) Provide year-end bonuses to reward the salesforce personnel who perform the best. 
D) Offer straight salaries and give raises if the sales go up. 
E) Offer straight commission and if sales improve,raise the commission rates. 
A) Provide a base salary and a commission on sales generated. 
B) Give a raise to every salesperson as a motivational incentive. 
C) Provide year-end bonuses to reward the salesforce personnel who perform the best. 
D) Offer straight salaries and give raises if the sales go up. 
E) Offer straight commission and if sales improve,raise the commission rates.

Question 5

Relationship selling refers to

Accepted Answer

A) the assignment of a single salesperson to a single customer throughout the entire sales process. 
B) when suppliers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the customer. 
C) the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. 
D) the practice of using an entire team of professionals in selling to and servicing key customers. 
E) the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service. 
A) the assignment of a single salesperson to a single customer throughout the entire sales process. 
B) when suppliers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the customer. 
C) the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. 
D) the practice of using an entire team of professionals in selling to and servicing key customers. 
E) the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service.

Question 6

When specific knowledge is required to sell certain types of products or services,then a __________ is used.

Accepted Answer

A) territorial organization 
B) customer organization 
C) product organization 
D) geographical organization 
E) multi-level marketing organization 
A) territorial organization 
B) customer organization 
C) product organization 
D) geographical organization 
E) multi-level marketing organization

Question 7

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Accepted Answer

A) multi-reseller organization 
B) geographical organization 
C) customer sales organization 
D) product/service sales organization 
E) multi-level marketing organization 
A) multi-reseller organization 
B) geographical organization 
C) customer sales organization 
D) product/service sales organization 
E) multi-level marketing organization

Question 8

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Accepted Answer

A) responses to advertising,referrals,and telephone calls 
B) sending their salesforce to visit competitors' customers 
C) sending their salesforce to visit former customers to win them back 
D) an agreement with local repair shops that supply customer information in exchange for the right to carry Xerox products in their stores 
E) selling printer paper with the Xerox watermark to create brand awareness 
A) responses to advertising,referrals,and telephone calls 
B) sending their salesforce to visit competitors' customers 
C) sending their salesforce to visit former customers to win them back 
D) an agreement with local repair shops that supply customer information in exchange for the right to carry Xerox products in their stores 
E) selling printer paper with the Xerox watermark to create brand awareness

Question 9

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

Accepted Answer

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

Question 10

If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage in the personnel 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 11

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

Question 12

What would most likely occur at the preapproach stage in a business selling situation?

Accepted Answer

A) The order getter would make initial contact with the order taker. 
B) The search for and qualification of prospects would begin. 
C) The initial meeting would transpire and business would be concluded. 
D) A decision would be made concerning whether the sale was to be a straight rebuy,a modified rebuy,or a new buy. 
E) The buying role of the prospect,important buying criteria,and the prospect's receptivity to a presentation would be determined. 
A) The order getter would make initial contact with the order taker. 
B) The search for and qualification of prospects would begin. 
C) The initial meeting would transpire and business would be concluded. 
D) A decision would be made concerning whether the sale was to be a straight rebuy,a modified rebuy,or a new buy. 
E) The buying role of the prospect,important buying criteria,and the prospect's receptivity to a presentation would be determined.

Question 13

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

Question 14

List the four things that research suggests will produce a motivated salesperson.

Accepted Answer

A sales plan cannot be successfully impl

Question 15

Another name for cold calling is

Accepted Answer

A) cold canvassing. 
B) telemarketing. 
C) hot canvassing. 
D) sales managed selling. 
E) trial close selling. 
A) cold canvassing. 
B) telemarketing. 
C) hot canvassing. 
D) sales managed selling. 
E) trial close selling.

Question 16

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" is engaged in __________.

Accepted Answer

A) stimulus-response selling 
B) closing the sale 
C) prospecting 
D) order taking 
E) creating a preapproach 
A) stimulus-response selling 
B) closing the sale 
C) prospecting 
D) order taking 
E) creating a preapproach

Question 17

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 __________ of that necessary to gain a sale from a new customer.

Accepted Answer

A) 25% 
B) 50% 
C) 100% (or the same as) 
D) 200% (or double) 
E) 300% (or triple) 
A) 25% 
B) 50% 
C) 100% (or the same as) 
D) 200% (or double) 
E) 300% (or triple)

Question 18

An advantage of the straight salary compensation plan is that it

Accepted Answer

A) provides an incentive to expand sales volume. 
B) can be easily adapted to changes in the economy. 
C) doesn't include nonselling activities that take time away from selling. 
D) allows salaries to be lower. 
E) is easy to administer. 
A) provides an incentive to expand sales volume. 
B) can be easily adapted to changes in the economy. 
C) doesn't include nonselling activities that take time away from selling. 
D) allows salaries to be lower. 
E) is easy to administer.

Question 19

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) go-getters 
A) managers 
B) inside order takers 
C) directors 
D) outside order takers 
E) go-getters

Question 20

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Accepted Answer

A) NAICS 
B) customer 
C) product 
D) geographical 
E) mass customerization 
A) NAICS 
B) customer 
C) product 
D) geographical 
E) mass customerization

Exam 20: Personal Selling and Sales Management

Perhaps the most well-known component of Xerox's sales management process is its

The name of a person who may be a possible customer is referred to as a(n)__________.

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Relationship selling refers to

When specific knowledge is required to sell certain types of products or services,then a __________ is used.

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

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

If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage in the personnel selling process?

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 __________.

What would most likely occur at the preapproach stage in a business selling situation?

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

List the four things that research suggests will produce a motivated salesperson.

Another name for cold calling is

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" is engaged in __________.

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 __________ of that necessary to gain a sale from a new customer.

An advantage of the straight salary compensation plan is that it

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

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing 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

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 to Connect With Consumers

Implementing Interactive and Multichannel Marketing

Pulling It All Together: the Strategic Marketing Process

Building an Effective Marketing Plan

Financial Aspects of Marketing

Filters

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