Deck 18: Personal Selling and Sales Management

Question 1

During the preapproach stage of the selling process,a salesperson should:

A)provide information about various referrals and discounts available.
B)learn as much as possible about a prospect's organization and its buyers.
C)create point-of-purchase displays.
D)handle price objections and close the sale.

Answer 1

B

Question 2

A good salesperson considers objections a hindrance to the purchase decision.

Answer 2

False

Question 3

Salespeople ensure that delivery schedules are met,that the products or services perform as promised,and that buyers' employees are trained to use the products in the__________step of the selling process.

Answer 3

follow-up

Question 4

When compared to other forms of promotion,personal selling:

A)becomes more important as the number of potential customers increases.
B)tends to be more effective in selling frequently purchased products.
C)gives more freedom for the sales message to be customized according to the interests of the prospective customers.
D)provides better prospects for the sale of simple,low-involvement products that require little thought before purchase.

Question 5

Sales of some technical products and services typically take many months,perhaps even years,to complete.

Question 6

Which of the following is part of defining the sales goal of a company?

A)Assigning quotas to salespeople
B)Evaluating the sales force
C)Training new salespeople
D)Designing the sales force structure

Question 7

__________involves developing product or service offerings customized for the appropriate customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships.

Question 8

A sales presentation is a written document or professional presentation that outlines how a company's product or service will meet or exceed the client's needs.

Question 9

Personal selling is more important than advertising and sales promotion if the products being sold:

A)are standardized.
B)have many consumers.
C)have a low value.
D)are technically complex.

Question 10

One of the first lessons every salesperson learns is that objections to a product should not be taken personally as confrontations or insults.

Question 11

AutomatedFry Inc.is the leading manufacturer of ventless deep fryers.It has developed a new high-capacity fryer.To identify the prospective clients for its latest product,it sends out brochures to thousands of food-service managers along with a detachable card that the managers can use to request more information.Based on this information,AutomatedFry Inc.is involved in the__________step of the selling process.

Question 12

The final stage of sales management is evaluating the effectiveness and performance of a company's sales force.

Question 13

Different personalities and skills of salespeople will lead to a company's failure in all foreign countries.

Question 14

Ego strength is one of the traits that sales managers look for while recruiting salespeople.

Question 15

Maggie's Apparel Inc.is a store that offers customized shopping,whereby consultants pick clothing they feel will fit a customer's style and specified need.This scenario most likely illustrates__________.

Question 16

Effective sales management begins with:

A)determining sales goals.
B)determining the most efficient structure for the sales force.
C)specifying the sales force size.
D)designing a compensation plan.

Question 17

A sales manager at Guilden Corporation,a manufacturer of consumer durable goods,has instructed his new salesperson,Rita,to sell five flat screen televisions per week.In addition to this,she is also expected to identify ten potential customers.These instructions given to Rita are referred to as__________.

Question 18

Mandy's Packaging Inc.is a multibillion-dollar supplier of packaging materials.One of its salespeople rearranged production schedules at three different plants to satisfy an unexpected demand for boxes from a major client.The salesperson's action is typical of the company's sales philosophy and indicates an emphasis on__________.

Question 19

A sales presentation should be explicitly tied to the expressed needs of a prospective customer.

Question 20

How can personal selling reduce the costs of promoting a product or service?

A)By promoting a product to both qualified and nonqualified prospects
B)By promoting undifferentiated sales messages toward prospective consumers
C)By purchasing advertising and sales promotions in large amounts
D)By adjusting the size of the sales force in one-person increments

Question 21

_____ is the point at which a customer and a company representative exchange information and develop learning relationships.​

A)Lead generation
B)​An intervention
C)​Lead qualification
D)An interaction

Question 22

__________is the point at which a customer and a company representative exchange information and develop learning relationships.

Question 23

__________involves determining the recognized need,buying power,and receptivity and accessibility of a sales prospect.

Question 24

Kay and Jenny's,a restaurant,has implemented a new system that identifies and gathers information about its regular customers.It rewards the regular customers by giving them gift coupons and cash prizes.This is most likely an example of a(n)_____ system.​

A)organizational optimization
B)​profit maximization
C)​total quality management (TQM)
D)customer relationship management (CRM)

Question 25

__________is a sales practice that involves building,maintaining,and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships.

Question 26

__________systems free sales representatives from the time-consuming task of following up on leads to determine need,buying power,and receptiveness.

Question 27

Why do effective negotiators avoid using price as a negotiation tool?

Question 28

AutomatedFry Inc.is the leading manufacturer of ventless deep fryers.It has developed a new high-capacity fryer.To identify the prospective clients for its latest product,it sends out brochures to thousands of food-service managers along with a detachable card that the managers can use to request more information.Based on this information,AutomatedFry Inc.is involved in the _____ step of the selling process.​

A)needs assessment
B)​lead generation
C)​sales presentation
D)knowledge management

Question 29

Maggie's Apparel Inc.is a store that offers customized shopping,whereby consultants pick clothing they feel will fit a customer's style and specified need.This scenario most likely illustrates _____.​

A)personal selling 
B)​price-based selling
C)​seasonal marketing
D)word-of-mouth marketing

Question 30

Kay and Jenny's,a restaurant,has implemented a new system that identifies and gathers information about its regular customers.It rewards the regular customers by giving them gift coupons and cash prizes.This is most likely an example of a(n)__________system.

Question 31

_____ is a process of finding out about potential clients from friends,business contacts,coworkers,acquaintances,and fellow members in professional or civic organizations.​

A)Campaign management
B)​Networking
C)​Negotiation
D)Needs assessment

Question 32

__________is a process of finding out about potential clients from friends,business contacts,coworkers,acquaintances,and fellow members in professional or civic organizations.

Question 33

What is automated e-mail follow-up marketing? How does it work?

Question 34

_____ involves developing product or service offerings customized for the appropriate customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships.​

A)Transaction management
B)​Campaign management
C)​Lead generation
D)Lead qualification

Question 35

_____ is a sales practice that involves building,maintaining,and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships.​

A)Price-based selling
B)​Adaptive selling
C)​Stimulus-response selling
D)Relationship selling

Question 36

Mandy's Packaging Inc.is a multibillion-dollar supplier of packaging materials.One of its salespeople rearranged production schedules at three different plants to satisfy an unexpected demand for boxes from a major client.The salesperson's action is typical of the company's sales philosophy and indicates an emphasis on _____.​

A)price-based selling
B)​relationship selling
C)​adaptive selling
D)persuasive selling

Question 37

Tim Hughes is a salesperson for Allied Pets Inc. ,a company that sells veterinarian supplies.He is working on a needs assessment for East Athens Veterinary Clinic.What information will he need to find out about East Athens?

Question 38

_____ involves determining the recognized need,buying power,and receptivity and accessibility of a sales prospect.​

A)Negotiation
B)​Customization
C)​Lead reciprocity
D)Lead qualification

Question 39

_____ is the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.​

A)Organizational optimization
B)​Profit maximization
C)​Total quality management (TQM)
D)Customer relationship management (CRM)

Question 40

__________is the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.

Question 41

_____ systems free sales representatives from the time-consuming task of following up on leads to determine need,buying power,and receptiveness.​

A)Prequalification
B)​Database mining
C)​Referral
D)Cold calling

Question 42

Salespeople ensure that delivery schedules are met,that the products or services perform as promised,and that buyers' employees are trained to use the products in the _____ step of the selling process.​

A)preapproach
B)​needs assessment
C)​lead qualification
D)follow-up

Question 43

A sales manager at Guilden Corporation,a manufacturer of consumer durable goods,has instructed his new salesperson,Rita,to sell five flat screen televisions per week.In addition to this,she is also expected to identify ten potential customers.These instructions given to Rita are referred to as _____.​

A)referrals 
B)​sales leads
C)​quotas
D)touch points