Deck 5: Sales Knowledge: Customers, products, technologies

Question 1

According to the text,salespeople who are product experts develop ethical,long-term relationships with customers.

Answer 1

False

Question 2

Monitoring advertising and sales promotion activities enables salespeople to include current data and prices into sales presentations.

Answer 2

True

Question 3

A premium is an article of merchandise offered as an incentive to the user to sample a product or visit a store.

Answer 3

True

Question 4

Shelf-facing refers to the number of individual products placed side-by-side on the shelf.

Question 5

According to the Golden Rule of Personal Selling,most customers do not care how much a salesperson knows about a product until the salesperson shows honesty and caring.

Question 6

To reduce the amount of time that must be devoted to sales training,modern companies do not teach their salespeople about the company's history.

Question 7

According to the text,time is the most vulnerable asset a salesperson has to manage.

Question 8

Computerization provides salespeople with more efficient account control and better time and territory management.

Question 9

Salespeople should familiarize themselves with the company's price,discount,and credit policies so that they can use them as a competitive advantage.

Question 10

Brenda Hernandez is a manager of a plant that processes recycled plastic to prepare them for sale to retail supermarkets.She recently saw an advertisement for a machine her company could buy to reduce the cost of reclaiming the recycled plastic by 20 percent.This ad is an example of trade advertising.

Question 11

Electronic calendar management can result in improved time management.

Question 12

One method to obtain information on competitors is through advertisements.

Question 13

The three major categories of premiums are contests and sweepstakes,consumer premiums,and dealer premiums.

Question 14

A successful salesperson focuses only on gaining knowledge about the specific product being sold because that is the only information that customers demand.

Question 15

Prospects want to do business with salespeople who know their business and the products they sell.

Question 16

In the area of sales promotions,the letters POP stand for priced-on-purchase.

Question 17

Many companies offer customers various types of discounts,which are usually developed at the business unit level by the firm's product managers.

Question 18

Knowledge of selling is gained only through the company's formal training program.

Question 19

Premiums are used solely to get customers to come into the retailer's store.

Question 20

Sales training is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related skills and knowledge that improve sales success.

Question 21

Gross profit is the money that remains after paying the costs of marketing and operating the business.

Question 22

E-mails sent to customers can be written in a more casual format than business letters sent by conventional mail.

Question 23

A GIS is capable of revealing customer buying patterns.

Question 24

Which term refers to an employer's effort to provide the opportunity for salespeople to learn about the job-related skills,knowledge,and attitudes that lead to sales success?

A)Market positioning
B)Sales training
C)Sales enhancement
D)Market delegation
E)Job development

Question 25

Cumulative quantity discounts are price reductions received for buying a certain amount of a product over a stated period of time.

Question 26

The rules of netiquette encourage you to use all capital letters in e-mail that needs to be communicated quickly.

Question 27

Markup is the dollar amount of money added to the product cost to determine its selling price.

Question 28

Etiquette rules for using the cell phone advise users to avoid cell yell.

Question 29

Sales force automation systems are used for managing customer follow-up calls.

Question 30

In sales,the need for netiquette mostly arises when using text messaging.

Question 31

The Internet and the World Wide Web are the same thing.

Question 32

Increased worldwide interaction requires access and exchange of data on a global basis.

Question 33

FOB shipping point means the buyer pays all shipping costs.

Question 34

Today's most popular sales force communication systems involve word processing,contact management,and spreadsheets.

Question 35

Identify the correct statement about sales training.

A)Knowledge of selling is primarily developed through experience.
B)Most salespeople only go through about two weeks of sales training during their entire selling career.
C)Sales knowledge gained from sales training typically does not benefit the salesperson.
D)The only reason companies engage in sales training is to abide by federal government laws that require equity in positioning.
E)A salesperson has to undergo sales training only at the beginning of a sales career.

Question 36

Net price is the standard price charged to customers.

Question 37

Which of the following statements about sales training is true?

A)Sales training ends when the salesperson actually begins the selling job.
B)An understanding of sales training is only gained through the company's formal training program.
C)Sales training is irrelevant once a salesperson receives the designation of "master sales representative."
D)Sales knowledge gained from sales training benefits not only the salesperson and the company but also the customer.
E)Periodic sales training is intended to keep salespeople humble and aware of their shortcomings.

Question 38

Sterling Industries offers customers cash discounts for paying their bills within 10 days.Assume a Sterling Industries customer purchases $10,000 worth of goods on October 1 and the cash discount is "2/10 net 30." If the customer pays his bill on October 9,the amount due will be $9,000.

Question 39

Salespeople who use a mobile office are not as efficient as those who work out of a stable office.

Question 40

Markup can only be derived from the product's cost.

Question 41

Local supermarkets and department stores regularly advertise nationally distributed brand products.Which of the following advertisement types are they most likely to use?

A)Retail advertising
B)National advertising
C)Cooperative advertising
D)Trade advertising
E)Industrial advertising

Question 42

A typical salesperson's product knowledge should primarily include:

A)the product's FAB.
B)the product's SELL sequence.
C)the product's AIDA sequence.
D)who invented the product.
E)how the product is made.

Question 43

Which type of advertising is undertaken by the manufacturer and directed toward the wholesaler or the retailer?

A)Direct-mail advertising
B)Retail advertising
C)Trade advertising
D)Industrial advertising
E)Cooperative advertising

Question 44

Which of the following pieces of information would be LEAST important for a salesperson to know about the product she sells?

A)How the product performs
B)How well the product is selling in the marketplace
C)Specific features,advantages,and benefits of the product
D)Physical size and characteristics of the product
E)How to make the product

Question 45

A salesperson selling ________ to ________ would most likely the most extensive product knowledge.

A)skis;consumers
B)jewelry;retailers
C)televisions;consumers
D)computers;small businesses
E)rocket components;engineers

Question 46

Why do some businesses require that new salespeople work on the company's assembly line?

A)Develop empathy
B)Gain product knowledge
C)Analyze channel distribution
D)Monitor customer service facilities
E)Form relationships with co-workers

Question 47

Salespeople need to have selling knowledge for all of the following EXCEPT:

A)increasing the individual salesperson's self-confidence.
B)increasing sales.
C)building relationships with their customers.
D)building the buyer's confidence in the individual salesperson.
E)increasing cognitive dissonance among customers.

Question 48

Proctor & Gamble wants to reach all users of the firm's products,both industrial buyers and consumers The firm would most likely use _____ advertising because it has the greatest reach.

A)trade
B)national
C)relationship
D)retail
E)corporate

Question 49

In early 2003,billboards showing Polish actress Anna Przybylska urging Poles to vote to approve the nation's membership in the European Union were seen all over Poland.These billboards and other marketing communications supported speeches given at public meetings that encouraged an affirmative vote for EU membership.This exemplified how:

A)sales promotions support personal selling.
B)other promotional elements are not as effective as personal selling.
C)advertising supports personal selling efforts.
D)advertising is more important than personal selling.
E)advertising supports publicity.

Question 50

Which type of advertising is aimed at individuals and organizations who purchase products used for manufacturing other products?

A)Direct-mail advertising
B)Retail advertising
C)Trade advertising
D)Industrial advertising
E)Cooperative advertising

Question 51

According to the text,salespeople need to have sales knowledge to:

A)comply with Green River Ordinances.
B)build the buyer's confidence in the salesperson.
C)eliminate inequities in sales experience.
D)more efficiently manage inventory.
E)win their employers' confidence.

Question 52

Which of the following would most likely include a trial sample or request consumers to complete a questionnaire to receive a free product sample?

A)Trade advertising
B)Industrial advertising
C)Cooperative advertising
D)Retail advertising
E)Direct-mail advertising

Question 53

Which information is the LEAST important for a salesperson to know about a channel member that sells the same products as the salesperson's employer?

A)The channel member's distribution policies
B)Product lines and assortments carried
C)The channel members' pricing policies
D)Past purchases of the salesperson's product
E)Details on inventory,storage,and distribution

Question 54

Advertisements in a local newspaper for a locally owned garden center are examples of _____ advertising.

A)industrial
B)national
C)trade
D)retail
E)co-op

Question 55

In most cases national and retail advertising is aimed at:

A)manufacturers.
B)wholesalers.
C)final consumers.
D)trade specialists.
E)industrial users.

Question 56

Smith-Lockwood,a gift store,ran a half-page advertisement in a regional newspaper for Howard Miller brand clocks.Smith-Lockwood's Howard Miller supplier reimbursed the store's owner for the media cost.This is most likely an example of _____ advertising.

A)industrial
B)national
C)trade
D)institutional
E)co-op

Question 57

To truly know resellers,a salesperson should know:

A)the financial history of each reseller.
B)when the reseller began operation.
C)what product lines the resellers stock.
D)the names of all the reseller's employees.
E)the number of competitors the resellers have.

Question 58

An advertisement for Carr cabinet doors that is directed at people in the woodworking industry ran in a publication called Custom Woodworking Business.The ad explained why Carr cabinet doors were the perfect finishing touch for all cabinets.This manufacturer used _____ advertising to reach potential users.

A)industrial
B)national
C)trade
D)retail
E)co-op

Question 59

Sheila Dunn is the author of a children's book.A retail bookstore chain has agreed to advertise Sheila's book aggressively with lots of countertop literature racks,posters,banners,and life-size images of the characters from her book.All of these are examples of:

A)trade sales promotion.
B)point-of-purchase displays.
C)shelf positioning.
D)shelf facing.
E)retailer premiums.

Question 60

A veterinarian ran a local newspaper advertisement announcing it was the exclusive distributor of Hill brand gourmet pet food.The Hill salesperson reimbursed the veterinarian for the media cost.This is an example of _____ advertising.

A)industrial
B)national
C)trade
D)dual
E)co-op

Question 61

Which of the following is most likely an example of a consumer sales promotion?

A)Free merchandise
B)Trade advertisements
C)Sales contests
D)Retail coupons
E)Shelf facings

Question 62

Sales force automation breaks down into three technologically broad areas of functionality.They are personal productivity,order processing and customer service,and:

A)sales presentation preparedness.
B)inventory control.
C)distribution management.
D)sales manager monitoring.
E)communications.

Question 63

Computers can help salespeople have an efficient time management system through the use of:

A)computer-based presentations.
B)contact management programs.
C)calendar management programs.
D)geographic information systems.
E)spreadsheet tools.

Question 64

_____ is the computerized listing of all the customers that a salesperson meets in the process of making sales.

A)Contact management system
B)Personal productivity
C)A salesperson diary
D)Spreadsheet organizer
E)Worksheet information system

Question 65

Shelf positioning refers to the:

A)number of individual products placed beside each on the shelf.
B)number of different product lines carried by an individual store.
C)number of individual point-of-purchase displays placed within a retail store.
D)physical placement of the product within the retail store.
E)physical placement of point-of-purchase displays within the retail store.

Question 66

Todd,a sales representative for a textbook publisher,knows the name and direct line of each client's administrative assistant.Which type of software most likely helps Todd keep track of this information?

A)GIS
B)POP
C)Inventory management
D)Contact management
E)Calendar management

Question 67

The value or worth of a product that attracts the buyer to exchange money or something of value for the good or service is its:

A)price.
B)gross profit.
C)contribution margin.
D)markup.
E)net profit.

Question 68

Shelf facings are defined as:

A)the number of individual products placed beside each on the shelf.
B)the number of individual point-of-purchase displays placed within a retail store.
C)the physical placement of the product within the retail store.
D)the actual potential inventory size of a retail outlet.
E)the number of individual products placed beside each other on the retailer's shelf.

Question 69

Kellogs cereal manufacturer recently offered miniature versions of a popular cartoon character in their cereal boxes.The term used for this marketing tool is:

A)premium.
B)reward.
C)bonus.
D)incentive.
E)discount.

Question 70

The major obstacle a salesperson faces when trying to get retailers to place new products on store shelves is:

A)retailers' resistance to change.
B)limited shelf space.
C)negative publicity.
D)self-regulation.
E)determining product category.

Question 71

Which of the following is most likely an example of a trade sales promotion?

A)Free samples
B)Free merchandise
C)Consumer contests
D)Store coupons
E)Consumer demonstrations

Question 72

A car salesperson was selling a used car to Larry Travis when Larry said,"I really like this car,but I am not going to buy any car without knowing its history." The salesperson went to his computer,visited a Website called Car Fax and handed Travis a printout of the car's history.This incident best exemplifies how:

A)a sales-oriented promotional method is effective.
B)changes in the technology have enhanced sales.
C)influential transactional selling methods can be.
D)a partnering relationship develops with consumers.
E)important contact management software is to salespeople..

Question 73

Which of the following statements about how computers impact the productivity of salespeople is incorrect?

A)Computers are at the heart of salespeople's ability to provide top-quality customer service.
B)Computers are impacting salespeople in all aspects of their lives.
C)Computer technology is used to create better strategies.
D)Computer technology helps salespeople increase their productivity and effectiveness.
E)Computer technology cannot be used for order processing and customer service.

Question 74

Which of the following would most likely remind a salesperson to send a thank-you letter to a sales prospect?

A)Geographic information system
B)Electronic Rolodex
C)Sales force automation system
D)Demographic information system
E)Global positioning system

Question 75

Which of the following would most likely be used by a salesperson to make a sales presentation that includes product video clips?

A)Outlook
B)Windows
C)Excel
D)PowerPoint
E)Internet Explorer

Question 76

Manufacturers are LEAST likely to use premiums for:

A)getting prospects to request further information.
B)boosting the future sales of fast moving products.
C)getting customers to come into the retail store.
D)persuading prospects to sample the product.
E)introducing a new product.

Question 77

A salesperson who used a(n)_____ would be able to track customer buying patterns.

A)spreadsheet
B)atlas
C)management information system
D)worksheet
E)geographic information system

Question 78

To make the most efficient use of their computers as a sales tool,salespeople should use their personal computers to:

A)play games while they wait for a customer.
B)make cold calls.
C)help them avoid using the wrong closing.
D)improve their personal productivity.
E)create personal blogs.

Question 79

Terrence sells office equipment and is asked by a prospect,"How does your product compare to the one I'm currently using?" To prepare for this question,Terrence should have:

A)planned a trial close.
B)examined the competition's ads.
C)checked his firm's code of ethics.
D)practiced question-avoidance techniques.
E)talked to former employees of his competitors.

Question 80

Which of the following is NOT a feature associated with electronic calendar management?

A)Links scheduled events with accounts
B)Assigns relative priorities to items listed
C)Automatically checks for scheduling conflicts
D)Reduces time management errors
E)Includes information about date of last order