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Exam 14: Personal Selling and Customer Service

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Question 71

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Prospecting involves following all the leads in the target market to identify potential customers.

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Question 72

Multiple Choice

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The commission method of payment

A) includes some salary and some commission.
B) offers the most security for the salesperson.
C) offers the most incentive for the salesperson.
D) is tied to results projected in the sales plan.
E) increases the amount of sales supervision needed.

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Question 73

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Dell sells custom-made computer systems.Besides order getters,Dell probably uses

Mark Johnson's business card says he is a "Customer Service Representative" for OceanView Metal Industries-a wholesaler of standardized steel components used in construction.Mark answers customer questions about the firm's products and arranges for routine orders to be sent to the customer's construction site.It appears that Mark is primarily a(n)

A sales rep might use new software for ________ to gain a competitive advantage.

The ________ method of payment uses a percentage of dollar sales in calculating compensation.

A sales presentation in which the sales rep does most of the talking,using a "canned" presentation to obtain a "yes" answer to a "trial close," is a

Simon Juarez sells life insurance for a large New Mexico firm.He locates customers by selecting names out of a telephone directory and calling to arrange an appointment.He begins each presentation by explaining the basic features and merits of his product,eventually bringing the customer into the conversation to clarify the customer's insurance needs.Then he tells how his insurance policy would satisfy the customer's needs and attempts to close the sale.Simon's sales presentation is based on the

All of the following are payment methods for personal selling EXCEPT

Salespeople are likely to be responsible for

Splash World Pool Supplies wants its salespeople to call on pool wholesalers five times per year and to spend two hours on each sales call.Every salesperson works a 40-hour week and takes off two weeks for vacation each year.A salesperson must spend half of the time on travel and administration.Approximately how many salespeople does Splash World need to service 1,000 accounts?

Job descriptions are not necessary for personal selling because all salespeople are expected to do the same task: sell products.

Edward Seaton owns a firm that manufactures custom-made carpets.He has a regular sales force to call on smaller customers and an elite force to call on larger accounts.The elite sales force is called

Betti Hallmark sells women's clothing and gets most of her business from regular customers who have bought from her before.Betti never tries to sell anything before first trying to determine each customer's specific needs.Once she understands the customer's needs,Betti helps the customer understand her own needs and then shows how some product will fill those needs.Betti's sales presentation uses the

A good job description for a salesperson

Gloria Highnote works for CD Wholesale.She helps CD's retailer-customers set up their cooperative advertising,helps train the retailer's salespeople,and gives CD feedback on how sales promotion ideas are working.Gloria is a(n)

Personal selling

The consultative selling sales presentation is fast and requires little skill.

HP's customers often need help installing its mini-computer systems,so HP should support the efforts of its order getters with

A producer wants to reduce sales force turnover and obtain a more aggressive sales effort for its accessories.Which of the following sales force payment methods should it use?