Question 1

Harry goes to the local Staples store to purchase a laptop computer.He asks the salesclerk many questions,compares various models on display,and decides on the Sony Vaio.The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer.This is an example of _____ selling.

Accepted Answer

A)   inquiry
B)   formula
C)   method
D)   suggestive
E)   need-satisfactionF) C) and E)
G) A) and C)

Question 2

Frito-Lay Photo
-Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)   managers
B)   directors
C)   outside order takers
D)   inside order takers
E)   go-gettersF) None of the above
G) A) and E)

Question 3

of the following are behaviorally-related sales objectives EXCEPT _____.

Accepted Answer

A)   communication skills
B)   customer service satisfaction ratings
C)   number of new customers
D)   selling skills
E)   product knowledgeF) A) and E)
G) D) and E)

Question 4

After completing an 18-week sales training program,Joshua was told,"You will be paid 4 percent on net dollar volume up to $10 million.Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ compensation plan for him after completing the sales training program.

Accepted Answer

A)   sales response
B)   combination
C)   straight sales
D)   straight commission
E)   market shareF) All of the above
G) D) and E)

Question 5

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Accepted Answer

A)   having a cross-functional team conference before each customer encounter
B)   preparing state of the art presentations about the newest Xerox printer technologies
C)   familiarizing themselves with the potential client and its document needs
D)   secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware
E)   role-playing different possible scenarios that might occur during the actual sales presentationF) A) and D)
G) A) and E)

Question 6

Figure 20-5
-insurance company is considering using either (a) independent sales agents who would receive a seven percent (7%) sales commission on sales or (b) its own insurance salespeople who would receive a five percent (5%) commission,salaries,and benefits.Additionally,with a company salesforce,sales administration costs would be incurred for a total fixed cost of $650,000 per year.At what level of sales would independent salespeople be less costly to the firm?

Accepted Answer

A)   $650,000
B)   $3,250,000
C)   $6,500,000
D)   $32,500,000
E)   $35,200,000F) A) and B)
G) A) and C)

Question 7

Figure 20-3
-Figure 20-3 above shows there are six stages in the personal selling process ("A" through "F") along with the objective(s) of each stage.If the salesperson's objective is to "ensure that the customer is satisfied with the product or service," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

A)   follow-up
B)   prospecting
C)   presentation
D)   preapproach
E)   closeF) A) and E)
G) None of the above

Question 8

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

Accepted Answer

A)   output-related
B)   input-related
C)   profit-related
D)   expertise-related
E)   behaviorally-relatedF) A) and B)
G) A) and C)

Question 9

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)   market segmentationF) B) and C)
G) A) and E)

Question 10

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

Accepted Answer

A)   the ability to read body language
B)   sense of humor
C)   the ability to be positive
D)   the ability to manage one's emotions and impulses
E)   a need to be in controlF) D) and E)
G) A) and B)

Question 11

advantage of a product sales organization is that __________.

Accepted Answer

A)   salespeople can develop expertise with technical characteristics, applications, and selling methods associated with a particular product or family of products
B)   the number of salespersons in the salesforce can be reduced
C)   there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation
D)   it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another
E)   fewer sales managers are required since the salesforce is paid strictly on commissionF) None of the above
G) B) and D)

Question 12

Account management policies refer to policies that __________.

Accepted Answer

A)   specify how salespeople will be compensated and how sales performance will be evaluated
B)   specify which products or services will be offered to consumers, through which outlets, and at what price
C)   specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole
D)   specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out
E)   determine the sales quotas for the upcoming year based upon past sales performance and current forecastingF) All of the above
G) A) and E)

Question 13

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)   14 million
D)   18 million
E)   24 millionF) None of the above
G) B) and E)

Question 14

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Accepted Answer

A)   assumptive
B)   preemptive
C)   follow-up
D)   prospecting
E)   courtesyF) C) and D)
G) B) and D)

Question 15

effective sales plan objective should be __________.

Accepted Answer

A)   general, measurable, and flexible
B)   profitable, subjective, and measurable
C)   precise, profitable, and flexible
D)   precise, measurable, and time specific
E)   general, flexible, and profitableF) All of the above
G) A) and B)

Question 16

Figure 20-7
-Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Accepted Answer

A)   Consider (1)  replacing personal calls with telephone sales or direct mail to service accounts and (2)  dropping the account if it is unprofitable.
B)   Emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible.
C)   Take advantage of a good opportunity because the accounts have high potential and the sales organization has a strong position.
D)   Accounts should receive a high level of sales calls and service to retain and possibly build accounts.
E)   Accounts should receive moderate level of sales and service to maintain current position of sales organization.F) A) and C)
G) C) and D)

Question 17

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Accepted Answer

A)   Do Not Disturb Registry
B)   Do Not Call Registry
C)   Do Not Interrupt Registry
D)   Do Not Infringe Registry
E)   Do Not Agitate RegistryF) C) and D)
G) D) and E)

Question 18

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

Accepted Answer

A sales plan cannot be successfully impl...

Question 19

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

Accepted Answer

A)   Salespeople can identify creative solutions to customer problems.
B)   Salespeople have the greatest say in company policy and therefore are its customers' greatest advocates.
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 best financial terms for their purchases.F) All of the above
G) D) and E)

Question 20

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Accepted Answer

A)   sales response
B)   account
C)   territorial
D)   customer
E)   prospectF) A) and D)
G) All of the above

Exam 20: Personal Selling and Sales Management

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.

Correct Answer
verified

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Correct Answer
verified

advantage of a product sales organization is that __________.

Correct Answer
verified

Correct Answer
verified

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Correct Answer
verified

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Correct Answer
verified

Account management policies refer to policies that __________.

Correct Answer
verified

Correct Answer
verified

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

Correct Answer
verified

Correct Answer
verified

of the following are behaviorally-related sales objectives EXCEPT _____.

Correct Answer
verified

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Correct Answer
verified

Frito-Lay Photo -Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct Answer
verified

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified
A sales plan cannot be successfully impl...
View Answer

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Correct Answer
verified

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

Correct Answer
verified

effective sales plan objective should be __________.

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

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.

Correct AnswerverifiedShow Answer

representative from AT&T called Dr.Michaels after he switched to its new U-verse system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a __________ call.

Correct AnswerverifiedShow Answer

advantage of a product sales organization is that __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Aspects of __________ management policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Correct AnswerverifiedShow Answer

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________,and fines are imposed for violations.

Correct AnswerverifiedShow Answer

Account management policies refer to policies that __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

third type of sales objective that is __________ is typically specific for each salesperson and includes his or her product knowledge,customer service satisfaction ratings,and selling and communication skills.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

of the following are behaviorally-related sales objectives EXCEPT _____.

Correct AnswerverifiedShow Answer

sales process at Xerox typically follows the six stages of the personal selling process.During the second stage,the salesforce prepares for a presentation by __________.

Correct AnswerverifiedShow Answer

Frito-Lay Photo -Sales people called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct AnswerverifiedShow Answer

There are five dimensions to emotional intelligence: self-motivation; self-awareness; __________: empathy; and social skills.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA sales plan cannot be successfully impl...View AnswerShow Answer

Figure 20-7 -Consider Figure 20-7 above,which is an account management policy grid that groups customers according to level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

effective sales plan objective should be __________.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
verified
A sales plan cannot be successfully impl...
View Answer

Correct Answer
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Correct Answer
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