Deck 16: Personal Selling and Sales Promotion

Question 1

As a result of Canada's National Do Not Call List,telemarketing is now rarely used.

Answer 1

False

Question 2

The workload approach to set sales force size is outdated.

Answer 2

False

Question 3

Technical sales support people provide administrative backup for outside salespeople.

Answer 3

False

Question 4

Some corporations have no sales force,while others utilize sales agents,brokers,or manufacturer's reps.

Question 5

A good sales structure can mean the difference between success and failure.

Question 6

The first major step in sales force management is compensating salespeople.

Question 7

The last major step in sales force management is evaluating salespeople.

Question 8

Today,most salespeople are well-educated,well-trained professionals who work to build and maintain long-term customer relationships by listening to their customers,assessing their needs,and organizing the company's efforts to solve customer problems.

Question 9

Of all the ways to structure a sales force,product sales force structure is most effective in helping the company to become more customer focused and build closer relationships with important customers.

Question 10

Blackstone Tools manufactures screwdrivers,wrenches,and pliers,which are sold at large hardware stores.John Garcia handles the Home Depot account,while Melinda West manages the Lowe's account.Blackstone Tools most likely uses a product sales force structure.

Question 11

In consumer product companies,such as Procter & Gamble and Nike,the sales force plays an important behind-the-scenes role.

Question 12

The growth of product management has contributed to the increasing adoption of customer sales force structures.

Question 13

Ken Klein is a Superior Frozen Foods salesman responsible for customers in the southwest region of Texas.Superior Frozen Foods most likely uses a territorial sales force structure.

Question 14

Complex sales force structures include specialization by customer and territory,by product and territory,by product and customer,and by territory,product,and customer.

Question 15

One of team selling's pitfalls is that salespoeple who are used to having customers all to themselves may have trouble learning to work with and trust others on a team.

Question 16

Team selling is ideal when customer problems become more complex and customers become larger and more demanding.Sales teams have the advantage of uncovering problems that an individual would not,and sales teams can develop new opportunities as well.

Question 17

Developing sales force strategy and structure is a minor element of sales force management and is an aspect that most companies fail to spend much time considering.

Question 18

Blue Star Supply Company wants its outside salespeople to spend more time with customers.One way for Blue Star to accomplish this goal would be for the company to hire additional technical support people and sales assistants.

Question 19

Personal selling is the interpersonal component of the promotion mix.

Question 20

A customer service representative is an individual representing a company to customers by performing one or more of the following activities: prospecting,communicating,selling,servicing,information gathering,and relationship building.

Question 21

Formal sales force evaluations require management to develop and communicate clear standards for judging performance,and they provide salespeople with constructive feedback and motivation to perform well.

Question 22

Sales promotion consists of long-term incentives to encourage purchases or sales of a product or service.

Question 23

A-1 Pharmaceuticals requires new salespeople to receive training through seminars,sales meetings,and e-learning sessions before meeting customers.The program used by A-1 is typical for companies that rely on skilled and knowledgeable salespeople.

Question 24

The approach is the step in the selling process in which the salesperson learns as much as possible about a prospective customer before making a sales call.

Question 25

During the presentation step of the selling process,the salesperson tells the customer the "value story" of the product.

Question 26

To discourage a salesperson from ruining a customer relationship by pushing too hard to close a deal in order to earn a commission,companies are designing compensation plans that reward salespeople for building customer relationships and growing the long-run value of each customer.

Question 27

Follow-up means a salesperson follows up after the sale to ensure customer satisfaction and repeat business.

Question 28

Manufacturers may offer an allowance in return for the retailer's agreement to feature the manufacturer's products in some way.

Question 29

If Johnny Page's company is like most consumer goods companies today,he can boost sales force morale and performance through his organizational climate,sales quotas,and positive incentives.

Question 30

A product demonstration that occurs in a grocery store or a department store is an example of a point-of-purchase promotion.

Question 31

Sellers may use trade promotions to urge short-term customer buying or to enhance customer brand involvement.

Question 32

Organizational climate describes the opportunities that salespeople have for rewards for a good performance.

Question 33

Research suggests that the best salespeople possess four key talents: intrinsic motivation,a disciplined work style,the ability to close a sale,and,most important,the ability to build relationships with customers.

Question 34

Online and other e-learning approaches cut training costs and make training more efficient.

Question 35

Manufacturers direct more sales promotion dollars toward final consumers than toward retailers.

Question 36

TV commercials can provide a less costly alternative to expensive event Marketing.

Question 37

Which of the following elements of the promotion mix involves making personal connections with customers for the purpose of making sales?

A) Personal selling
B) Advertising
C) E-commerce
D) Publicity
E) Public relations

Question 38

On average,active selling time accounts for more than 50 percent of total working time.

Question 39

Sales force automation systems have been developed to improve how salespeople feel about their opportunities and value.

Question 40

Because customers almost always have objections during the presentation or closing step of the selling process,all salespeople need special training in how to deal with customer objections.

Question 41

The last major step in sales force management is ________.

Question 42

Stan decides to follow the lead of other companies in his industry and begin determining sales force size by using __________.

Question 43

Morrill Motors splits North America into 10 sales regions.Within each of those regions,the company maintains two sales teams-one for existing customers and one for prospects.What type of sales force structure does Morrill Motors use?

A) Territorial
B) Product
C) Customer
D) Complex
E) Workload

Question 44

Jill decides to hire a ________ to perform one or more of the following activities: prospecting,communicating,servicing,and information gathering on behalf of her company.

Question 45

Which of the following are considered advantages of a territorial sales force structure?

A) Travel expenses can be minimized.
B) Each salesperson's job is expansive.
C) Accountability for each salesperson is open ended.
D) Salespeople develop in-depth knowledge of a product line.
E) Salespeople don't have the opportunity and incentive to build strong relationships with customers.

Question 46

Johnson Business Solutions Inc.maintains one sales force for its copy machines and a separate sales force for its computer systems.Johnson Business Solutions utilizes a ________ structure.

Question 47

If salespeople are organized by customer sales force structure,companies are using ______organization.

Question 48

Mary Worth is the chief revenue,or chief customer,officer for her company.What is she responsible for?

A) To oversee sales
B) To oversee both marketing and sales
C) To oversee marketing
D) To represent customers to the company
E) To represent the company to customers

Question 49

Stahl Inc.has 1000 Type-A accounts,each requiring 28 calls per year,and 2200 Type-B accounts,each requiring 15 calls per year.If each salesperson at Stahl Inc.can make 1500 sales calls per year,approximately how many salespeople will be needed?

A) 31
B) 35
C) 41
D) 45
E) 48

Question 50

Jazz's company is supported by many levels of sales management positions in specific geographical areas.This is an example of which of the three typical types of sales force structures?

A) Prospect
B) Product
C) Customer
D) Complex systems
E) Territorial

Question 51

_____________ are often used to reduce time demands on their outside sales forces.This is one way companies can increase the size of their inside sales forces,which also includes technical support people and sales assistants.

Question 52

Mandi is a part of a sales team that conducts its business from its offices using telephones,emails,or visits from prospective buyers to generate sales.This is called a(n)________________.

Question 53

J &M Manufacturing has 2000 Type-A accounts,each requiring 35 calls per year,and 1000 Type-B accounts,each requiring 15 calls per year.What is the sales force's workload?

A) 15 000 calls
B) 35 000 calls
C) 70 000 calls
D) 85 000 calls
E) 95 000 calls

Question 54

Which of the following is an advantage of a product sales force structure?

A) Multiple sales visits from separate divisions
B) Overlapping use of resources with big customers
C) Salespeople reducing time to see the same customer's purchasing agents
D) Decreased customer delivery time
E) Increased customer delivery time

Question 55

Jazz's company is planning to analyze,plan,implement,and control sales force activities.The company is undertaking ________.

Question 56

The sales force serves as a critical link between a company and its .suppliers

A) suppliers
B) government
C) customers
D) distributors
E) partners

Question 57

Geri is a part of a sales team that frequently travels to call on customers in the field.What is this type of salesforce called?

A) Product sales force
B) Complex sales force
C) Inside sales force
D) Outside sales force
E) Customer sales force

Question 58

The sales force at Messimer Computing recently began telemarketing and web selling.How will telemarketing and web selling most likely benefit Messimer Computing?

A) The inside sales force of Messimer will receive better compensation than the outside sales force.
B) Messimer sales reps will need to spend less face-to-face time with large, high-value customers.
C) Messimer sales reps will be able to service hard-to-reach customers more effectively.
D) Messimer sales reps will be able to work from home offices more regularly.
E) The outside sales force of Messimer will be freed up to work more with the marketing department.

Question 59

Ideally,the sales force and other functions (marketing planners,brand managers,and researchers)should work together closely to jointly create value for customers

A) supply chain
B) marketing
C) financial
D) human resource
E) executive

Question 60

When there is two-way,personal communication between salespeople and individual customers,either in person,by telephone,or through web conferences this is called________________.

Question 61

How do e-learning centres help salespeople make sales?

A) Salespeople can refresh their knowledge about company products prior to making sales calls.
B) Salespeople can attend training sessions from their home offices, which saves time and money.
C) E-learning centres enable salespeople and customers to interact through web conferencing.
D) Evaluation diagnostic tools in e-learning centres help managers monitor sales personnel.
E) E-learning centres provide product information to current customers.

Question 62

An IBM sales representative is giving a product demonstration to a Best Buy representative.Assisting with the demonstration are an engineer,a financial analyst,and an information systems specialist.If IBM wins the Best Buy account,then all four IBM representatives will service the Best Buy account.This is an example of ________.

Question 63

Sales have been slow recently at B & B Materials,so management has organized a training program to improve the performance of its sales force.Which of the following would most likely lead to improved sales for B & B Materials?

A) Tests to measure the analytic and organizational skills of the sales force
B) Information about the marketing strategies used by competitors
C) Tests to identify the personality traits of sales force members
D) A time-and-duty analysis for each salesperson
E) Instructions on completing expense reports

Question 64

Commissions or bonuses that a salesperson receives from a company are categorized as the ________ of his/her compensation.

Question 65

A company that treats its salespeople as valuable contributors with unlimited income opportunities has developed a(n)________ that will have fewer turnovers and higher sales force performance.

Question 66

At Deck Decor,a manufacturer of outdoor furniture and accessories,the marketing and sales force objectives are to grow relationships with existing customers and to acquire new business.Which of the following compensation plans should management establish to encourage the sales force to pursue both of these objectives?

A) Straight salary
B) Straight commission
C) Salary plus bonus for new accounts
D) Commission plus bonus for new accounts
E) Salary plus commission plus bonus for new accounts

Question 67

Which of the following are problems associated with the poor selection of salespeople?

A) Lower sales
B) Less office support
C) Less downtime
D) Costly spillover
E) Increased customer relationships

Question 68

The CEO of Comfy Carpet,Rick Hadley,was skeptical about web-based training until his sales manager explained that online training is ________.

Question 69

Companies are increasingly moving away from high commission compensation plans because such plans often lead to salespeople ________.

Question 70

Which sales management tool helps a salesperson know which customers to visit and which activities to carry out during a week?

A) Time-and-duty analysis
B) Sales force automation systems
C) Call plan
D) Sales quota plan
E) Positive incentives plan

Question 71

MegaCo Loaders Incorporated is adopting the team selling approach to service large,complex accounts because ______________________________.

Question 72

In setting up a new accountability framework for her sales people,Janice uses a sales ________ to set the standard that establishes the amount each salesperson should sell and how sales should be divided among the company's products.

Question 73

When Hector from sales,Janice from marketing,Hans from engineering,Edith from finance,Dan from technical support,and Lou from upper management all work together to service large,complex accounts,it is known as ________ selling.

Question 74

Janice was just promoted to the head of sales.She wants to implement a new training program for salespeople to teach them about________________.

Question 75

In her new role as the head of sales,Janice know that the primary reason that companies use e-learning to conduct sales training programs is because _______________.

Question 76

Stan wants to be the leading regional salesperson.Which of the following is one of the four key talents that Stan should possess?

A) Managerial skills
B) Technological know-how
C) Aggressive personality
D) Disciplined work style
E) Fluency in a second language

Question 77

Today's sales forces are also ramping up their use of ________,from proprietary online customer communities to webinars and even Facebook,and YouTube applications.

Question 78

Which of the following is a potential drawback of using web-based technologies for making sales presentations and servicing accounts?

A) Salespeople have to invest more time in preparing for this type of interaction with customers.
B) The cost of the technology outweighs any savings gained by eliminating the need for travel.
C) The systems can intimidate salespeople who are unfamiliar with the technology.
D) Customers are less likely to buy the product when a web conference is used.
E) Customers lack the technology required to participate in a web conference.

Question 79

Which of the following is an advantage created by the use of a sales force automation system?

A) Lower costs for training sales personnel
B) Increased motivation to acquire new customers
C) Decreased need for an inside sales force
D) Stronger organizational climate developed by the sales team
E) More efficient scheduling of sales calls and sales presentations

Question 80

On average,active selling time accounts for________ percent of total working time.