Question 1

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase.They are __________ closes.

Accepted Answer

A)  assumptive,trial,and presumptive
B)  trial,assumptive,and urgency
C)  presumptive,trial,and final
D)  trial,final,and urgency
E)  assumptive,presumptive,and final

Question 2

When a salesperson in the Apple store asks,"Will that be charge or cash?",he has executed which stage of the personal selling process?

Accepted Answer

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

Question 3

Which of the following statements should a salesperson use to postpone a prospect's objection?

Accepted Answer

A)  "I think I might be able to explain that better to you after showing you this diagram."
B)  "Yes,you're right,it is lighter but that is done intentionally to make your work easier."
C)  "That's true.It does have a shorter shelf life,but that really hasn't been a problem.It is so popular it never stays on the shelf that long anyway."
D)  "Where did you hear that? Your source must have erroneous information."
E)  "As I was saying,…."

Question 4

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm's marketing program.

Accepted Answer

A)  play a key role in research and development
B)  are the company in a consumer's eyes
C)  play a dominant role in implementing an organization's pull strategy
D)  provide the most valuable resource for segmenting and selecting target markets
E)  are one of many people in a firm that contacts potential customers

Question 5

Applied to recruiting and selecting salespeople,a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

Accepted Answer

A)  job description
B)  sales plan
C)  job analysis
D)  sales performance audit
E)  personal performance plan

Question 6

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Accepted Answer

A)  Internet
B)  facsimile
C)  voice-mail
D)  smartphone
E)  web camera

Question 7

-Consider Figure 17-C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."C" represents which type of salesforce organization structure?

Accepted Answer

A)  geographical
B)  NAICS
C)  product/service
D)  market type
E)  customer

Question 8

Sales management refers to

Accepted Answer

A)  the planning of the selling program and the implementing and evaluating of the personal selling effort of the firm.
B)  the process of allocating funds for direct selling.
C)  only the recruiting,hiring,and training of a company's salesforce.
D)  the segmentation and selection of target markets to be addressed by a company's salesforce.
E)  the two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision.

Question 9

Quantitative assessments of sales performance may be based on output-related measures,such as

Accepted Answer

A)  dollar or unit sales volume,last year/current year sales ratio,and new accounts generated.
B)  sales calls,selling expenses,and account management policies.
C)  selling expenses,profits generated,and emotional intelligence quotient.
D)  new lead generation,sales quotas,and sales increases over the previous evaluation period.
E)  recruitment,selection,and training of new sales representatives.

Question 10

What are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role...

Question 11

-The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Accepted Answer

A)  inside order taker
B)  interactive order taker
C)  outside order taker
D)  inventory clerk
E)  outside order getter

Question 12

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________.

Accepted Answer

A)  sales plan
B)  salesforce framework
C)  sales protocol
D)  workload plan
E)  sales assessment

Question 13

At the end of her sales presentation,the salesperson asks,"Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________.

Accepted Answer

A)  assumptive close
B)  consultative close
C)  proactive close
D)  urgency close
E)  adaptive close

Question 14

"Everyone lives by selling something" was an observation made by __________.

Accepted Answer

A)  Steve Jobs
B)  Ralph Waldo Emerson
C)  Donald Trump
D)  Robert Louis Stevenson
E)  Lindsey Smith

Question 15

The 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 commission.

Question 16

Suggestive selling is a form of __________.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  needs-satisfaction presentation
D)  hard sell presentation
E)  formalized sales presentation

Question 17

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Accepted Answer

A)  demonstrative
B)  sensitive
C)  cognitive
D)  emotional
E)  behavioral

Question 18

A straight commission compensation plan is well-suited to sales positions where

Accepted Answer

A)  nonselling activities are minimal.
B)  there is lively competition in the industry.
C)  no technological background is necessary.
D)  most salespeople are working towards management positions.
E)  extensive nonselling activities are essential for closing a sale.

Question 19

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $350 for a single field sales call.

Accepted Answer

A)  $10 to $15
B)  $15 to $20
C)  $20 to $25
D)  $30 to $40
E)  $40 to $50

Question 20

Excuses for not making a purchase commitment or decision are referred to as __________.

Accepted Answer

A)  rationalizations
B)  equivocations
C)  refusals
D)  objections
E)  qualifications

Exam 17: Personal Selling and Sales Management

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Correct AnswerverifiedShow Answer

A straight commission compensation plan is well-suited to sales positions where

Correct AnswerverifiedShow Answer

-Consider Figure 17-C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."C" represents which type of salesforce organization structure?

Correct AnswerverifiedShow Answer

The advantage of a product sales organization is that

Correct AnswerverifiedShow Answer

What are the three major roles of personal selling in a firm's overall marketing effort?

Correct AnswerverifiedPersonal selling serves three major role...View AnswerShow Answer

When a salesperson in the Apple store asks,"Will that be charge or cash?",he has executed which stage of the personal selling process?

Correct AnswerverifiedShow Answer

At the end of her sales presentation,the salesperson asks,"Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________.

Correct AnswerverifiedShow Answer

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________.

Correct AnswerverifiedShow Answer

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase.They are __________ closes.

Correct AnswerverifiedShow Answer

Applied to recruiting and selecting salespeople,a __________ explains to whom a salesperson reports and how a salesperson interacts with other company personnel.

Correct AnswerverifiedShow Answer

"Everyone lives by selling something" was an observation made by __________.

Correct AnswerverifiedShow Answer

Sales management refers to

Correct AnswerverifiedShow Answer

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Correct AnswerverifiedShow Answer

Suggestive selling is a form of __________.

Correct AnswerverifiedShow Answer

Excuses for not making a purchase commitment or decision are referred to as __________.

Correct AnswerverifiedShow Answer

-The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Correct AnswerverifiedShow Answer

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________,versus $350 for a single field sales call.

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm's marketing program.

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on output-related measures,such as

Correct AnswerverifiedShow Answer

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Personal selling serves three major role...
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