Busi 330 quiz 7 liberty university answers solutions 100

BUSI 330 quiz 7 Liberty University answers solutions 100

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Question 1 There are six commonly used techniques to deal with objections: acknowledge and

convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the

objection.

Question 2 The most basic of the three sales management functions is

Question 3 Quantitative assessments of sales performance may be based on outputrelated measures,

such as

Question 4 A sales plan refers to a

Question 5 Marilyn called the Butterball tollfree hotline to learn how to prepare her Thanksgiving









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turkey and dressing. This telephone number is an example of __________.

Question 6 An advantage of a geographical sales organization is that it

Question 7 Which salesforce structure is the simplest form of organization?

Question 8 A __________ is the simplest salesforce structure, where the United States, or indeed the

globe, is first divided into regions and then each region is divided into districts or territories.

Question 9 As shown in Figure 172 above, "A" is the __________ stage in the personal selling process.

Question 10 About __________ percent of U.S. companies now include customer satisfaction as a

behavioral measure of salesperson performance.

Question 11 About 60 percent of U.S. companies now include customer satisfaction as a __________

measure of salesperson performance.

Question 12 The most frequently used type of compensation plan for salespeople is a __________.

Question 13 A selling format that assumes that given the appropr iate prompts by a salesperson,

the prospect will buy is referred to as a __________.

Question 14 Mark wanted to make some extra money, so he went door todoor in his neighborhood

asking residents if they had any small jobs that they could hire him to perform. Mark had no idea

of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the

doors to see if anyone was home and perhaps interested in his services. In terms of the personal

selling process, Mark was engaged in __________ when he knocked on a door.

Question 15 A third type of sales objective that is __________, which is typically specific for each

salesperson and includes his or her product knowledge, customer service, and selling and

communication skills.

Question 16 All of the following are behavioral measures that are used to evaluate salespeople

EXCEPT:

Question 17 Three major presentation formats exist: (1) stimulusresponse format; (2) formula selling

format; and (3) __________.

Question 18 When Jason called the tollfree number to order two children's books from the

Chinaberry catalog, the firm was using __________.

Question 19 An effective sales plan objective should be

Question 20 Which of the following statements regarding the role of salespeople is most accurate?

Question 21 With a __________, a salesperson is paid a fixed fee per week, month, or year.

Question 22 White Chemical Company is examining its selling strategy and one of the issues it

believes needs attention is the role its sales staff has in undertaking sales support (nonselling)

activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If

you did not know which plan the firm presently uses, what advice would you give?

Question 23 All of the following tactics are used to generate leads EXCEPT:

Question 24 If the salesperson's objective is to "gather information and decide how to approach

the prospect," what is the name of this stage of the personnel selling process?

Question 25 The sales manager told the salesperson, "Your goal is to increase sales volume for the

second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n)

__________ sales objective.

Question 26 A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts

with other company personnel; (3) the customers to be called on ; (4) the specific activities to be

carried out; (5) the physical and mental demands of the job; and (6) the types of products and

services to be sold.

Question 27 As a MooreChem sales manager, you note that one of your salespeople has exceeded

his sales target but is well below his profit goal. The best explanation for this performance is

Question 28 Attributes such as imagination and problemsolving ability, strong work ethic, honesty,

intimate product knowledge, effective communication and listening skills, and attentiveness

reflected in responsiveness to buyer needs and customer loyalty and followup are found in the

Question 29 When Tracy went to work as a new sales rep for Paradise Candles, she was told to use

the following speech in her sales presentations: "Hello, Mr./Ms. (customer name). My name is (your

name here). I'm calling on behalf of Paradise Candles. We carry the best waxburning mechanical

candles available in the commercial decorating industry…." Paradise instructed Tracy to use

Question 30 The primary responsibility of order takers is to

Lindsey Smith sees her selling orientation and customer relationship philosophy as including

_____.

a. simplifying sales presentations for technical products

b. increasing the importance of the advertising element of the company’s promotion mix

c. developing a team of professionals in selling to and servicing key customers

d. creating value in customer relationships by emphasizing the company’s product

innovations, solutions, and service

e. establishing brand recognition for Molecular Imaging Products as distinct from GE

Healthcare

Which of the following does Lindsey Smith list as one of the ingredients necessary for a

successful sales career?

a. education

b. good looks

c. integrity

d. technical proficiency

e. networking

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 is referred to as

__________.

a. sales management

b. personal selling

c. sales promotion

d. direct selling

e. marketing management

Personal selling requires the __________ flow of communication between a buyer and a seller,

often in a face-to-face encounter, designed to influence a person’s or a group’s purchase

decision.

a. direct

b. indirect

c. unsolicited

d. two-way

e. recursive

Planning the selling program and implementing and evaluating the personal selling effort

of the firm are referred to as __________.

a. relationship marketing

b. team selling

c. personal selling

d. sales engineering

e. sales management

Sales management refers to __________.

a. the planning the selling program and implementing and evaluating the personal selling

effort of the firm

b. the process of allocating funds for promotion and advertising

c. 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

The tasks involved in managing personal selling include all of the following EXCEPT

__________.

a. selecting salespeople

b. evaluating the performance of individual salespeople

c. setting sales objectives

d. organizing the salesforce

e. designing new sales promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include the following: setting objectives ;

organizing the salesforce; recruiting, selecting, training, and compensating salespeople; and

__________.

a. identifying potential target markets

b. evaluating the performance of individual salespeople

c. using salesforce input to make product modifications

d. maintaining open communications between sales representatives and all other

stakeholders

e. designing new promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include organizing the salesforce; __________;

recruiting, selecting, training, and compensating salespeople; and evaluating the

performance of individual salespeople.

a. identifying potential target markets

b. using customer input to make product modifications

c. designing new promotional campaigns for the purpose of generating new sales

d. setting objectives

e. maintaining open communications between sales representatives and all other

stakeholders

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.

a. 5 million

b. 10 million

c. 14 million

d. 18 million

e. 24 million

Selling often serves as a stepping-stone to top management. In fact, approximately

__________ of the chief executive officers (CEOs) in the largest U.S. corporations have

significant sales and marketing experience in their work history.

a. 5%

b. 10%

c. 15%

d. 20%

e. 25%

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) are the company in consumers’

eyes; and (3) __________.

a. play a key role in research and development

b. are the ultimate channel of distribution

c. provide the most valuable resource for segmenting and selecting target markets

d. are one of many people in a firm that contacts potential customers

e. may play a dominant role in a firm’s marketing program

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.

a. play a key role in research and development

b. are the company in consumers’ 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

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

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 o ffer

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.

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

a. Salespeople have the greatest say in company policy and therefore are the customer’s

greatest advocates.

b. Salespeople truly know their customers and therefore are the best resource for

segmenting and selecting target markets.

c. Salespeople are the most highly trained of all a firm’s employees and therefore offer

the greatest customer security.

d. Salespeople create customer value by providing follow through after the sale.

e. Salespeople are traditionally given greater authority than other company employees

and therefore can offer customers the best financial terms for their purchases.

Relationship selling refers to __________.

a. the assignment of a single salesperson to a single customer throughout the entire sales

process

b. buyers and sellers combining their expertise and resources to create customized

solutions; commit to joint planning; and share customer, competitive, and company

information for their mutual benefit, and ultimately the customer

c. the practice of building ties to customers based on a salesperson’s attention and

commitment to customer needs over time

d. the practice of using an entire team of professionals in selling to and servicing key

customers

e. the practice of maintaining contact with a customer on a regularly scheduled basis

following the initial sale of a product or service

The practice of building ties to customers based on a salesperson’s attention and

commitment to customer needs over time is referred to as __________.

a. order processing

b. order taking

c. customer value creation

d. relationship selling

e. partnership selling

The PRIMARY way in which relationship selling creates customer value is by __________.

a. assigning a single sales representative to a single customer

b. learning the customer’s needs to maintain a long-term relationship of trust and respect

c. guaranteeing fair and equitable prices for each client regardless of the size of the

purchase

d. providing cumulative discounts based on customer loyalty and the length of the

customer relationship

e. guaranteeing fair and equitable sales practices for each customer regardless of the

frequency of the purchase

The practice whereby buyers and sellers combine their expertise and resources to create

customized solutions, commit to joint planning, and share customer, competitive, and

company information for their mutual benefit, and ultimately the benefit of the customer,

is referred to as __________.

a. multichannel selling

b. cross-functional selling

c. partnership selling


e. customized ordering

Partnership selling refers to __________.

a. the creation of cross-functional selling teams designed to provide the ultimate consumer

with the best possible product and service

b. the practice of using an entire team of professionals in selling to and servicing major

customers

c. an illegal practice whereby buyers and sellers combine their expertise and resources to

share customer, competitive, and company information for their personal benefit

d. a legal but unethical practice whereby buyers and sellers combine their expertise and

resources to share customer, competitive, and company information for their personal

benefit

e. the practice whereby buyers and sellers combine their expertise and resources to create

customized solutions, commit to joint planning, and share customer, competitive, and

company information for their mutual benefit, and ultimately the benefit of the customer

Partnership selling is sometimes referred to as __________.

a. enterprise selling

b. transactional selling

c. strategic selling

d. creative selling

e. synergistic selling

IBM has 30 information technology hardware and software specialists, business consultants,

and engineers working at Charles Schwab, a large brokerage firm, all under the direction of

a senior IBM sales executive. They are creating and managing a complex financial planning

system that helps Schwab clients with their retirement planning. This is an example of

__________.

a. transactional selling

b. partnership selling

c. strategic alliance selling

d. creative selling

e. synergistic selling

Personal selling assumes many forms based on the __________ and the __________ to perform

the sales task .

a. size of the salesforce; financial outlay

b. complexity of the product; amount of sales training

c. amount of selling done; amount of creativity required

d. amount of creativity required; amount of sales training required

e. complexity of the product; financial outlay

The three types of personal selling are order taking, order getting, and __________.

a. customer sales support

b. order fulfillment

c. order management

d. order processing

e. order shipment

Broadly speaking, there are three types of personal selling: _________, order getting, and

customer sales support.

a. consumer getting

b. order processing

c. online telemarketing

d. order taking

e. suggestive selling

An order taker refers to a __________.

a. salesperson who specializes in identifying, analyzing, and solving customer problems,

but who does not actually sell products and services

b. salesperson who processes routine orders or reorders for products that were already

sold by the company

c. salesperson who identifies prospective customers, provides them with information,

persuades them to buy, closes sales, and follows up on their use of a product or service

d. person on the selling team who is responsible for obtaining qualified leads

e. member of the sales support team who does not directly solicit orders but rather

concentrates on performing promotional activities and introducing new products

A salesperson who processes routine orders or reorders for products that were already sold

by the company is referred to as a(n) __________.

a. order getter

b. missionary salesperson

c. order taker

d. sales engineer

e. order processor

The primary responsibility of order takers is to __________.

a. “preach” the benefits of a new product or service to a customer, rather than close the

sale

b. build market share in his or her territory

c. convince a customer from a competitor to switch to the firm’s product or brand

d. preserve an ongoing relationship with existing customers and maintain sales

e. create a sense of goodwill not only to the brand but also to the entire product mix of

the firm

Two types of order takers exist. __________ visit customers and replenish inventory stocks

of resellers whereas __________ typically answer simple questions, take orders, and complete

transactions with customers.

a. Inside order takers; outside order takers

b. Inside order takers; outside order clerks

c. Outside order takers; inside order takers

d. Salesclerks; inbound telemarketers

e. Inside order clerks; outside order takers

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such

as retailers or wholesalers.

a. inside order takers

b. outside order takers

c. inbound telemarketers

d. outbound telemarketers

e. management order takers

Salespeople called outside order takers visit customers and __________ of resellers .

a. solve most of the technical problems

b. represent products with many purchase options

c. help design the product displays

d. train the personnel management

e. replenish inventory stocks

John Whitaker works for American Greetings. Included in his job description are the

following responsibilities: (1) stock and arrange point-of-purchase displays of present

customers—60 percent of his work week , and (2) receive orders from customers and

complete the transactions—40 percent of his work week. Whitaker is primarily engaged in

which type of selling?

a. outside order taking

b. relationship selling

c. inside order taking

d. outside order getting

e. missionary sales

The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory

of available products at a supermarket.

a. inside order taker

b. interactive order taker

c. outside order taker

d. order clerk

e. order getter

Inside order takers are also referred to as __________.

a. managers

b. directors

c. missionaries

d. salesclerks

e. go-getters

Sales people called __________ typically answer simple questions, take orders, and complete

transactions with customers.

a. managers

b. directors

c. outside order takers

d. inside order takers

e. go-getters

When a Frito-Lay salesperson, such as the one shown in the photo above, takes an inventory

of Doritos chips to ensure that the snacks are in adequate supply on retailers’ shelves, what

form of buying decision does the manager engage in?

a. new buy

b. modified rebuy

c. straight rebuy

d. team rebuy

e. need rebuy

Which type of salesperson would routinely be involved in an industrial straight rebuy

situation?

a. an outside order taker

b. an order getter

c. a missionary salesperson

d. a sales engineer

e. an inside order taker

On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle

selecting the products he needed. He bought a variety of products, including shampoo,

toothpaste, a green plant for his office, and several pair of socks. Interestingly, the only

salesperson Krause encountered was the person at the checkout counter. The checkout

person at Target is an example of a(n) __________ .

a. inside order getter

b. outside order getter

c. temporary order getter

d. inside order taker

e. outside order taker

The use of toll-free telephone numbers that customers call to obtain information about

products and make purchases is referred to as __________.

a. inbound telemarketing

b. outbound telemarketing

c. outbound videoconferencing

d. interactive marketing

e. multichannel selling

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving

turkey and dressing. This telephone number is an example of __________.

a. interactive marketing

b. multichannel selling

c. outbound telemarketing

d. social networking

e. inbound telemarketing

When Margot called the toll-free number to order one dozen water lilies from the Van Ness

Water Gardens website, the firm was using __________ .

a. interactive marketing

b. multichannel selling

c. inbound telemarketing

d. outbound telemarketing

e. social networking

When Jason called the toll-free number to order two children’s books from the Chinaberry

catalog, the firm was using __________.

a. social networking

b. interactive marketing

c. multichannel selling

d. inbound telemarketing

e. outbound telemarketing

Which form of personal selling has the lowest requirement for problem solving?

a. order taker

b. order getter

c. sales engineer

d. missionary salesperson


An order getter refers to __________.

a. a salesperson who specializes in identifying, analyzing, and solving customer problems,

but who does not actually sell products and services

b. a salesperson who processes routine orders or reorders for products that are presold

by the outbound telemarketers

c. a salesperson who sells in a conventional sense and identifies prospective customers,

provides customers with information, persuades customers to buy, closes sales, and

follows up on customers’ use of a product or service

d. a person on the selling team who is responsible for obtaining qualified leads

e. a member of the sales support team who does not directly solicit orders but rather


Which of the following statements regarding order getters is most accurate?

a. Order getters need a high degree of creativity.

b. Order getters often replenish a retailer ’s inventories .

c. Order getters handle orders obtained on inbound telemarketing.

d. Order getters typically process reorders for products already sold by the company.

e. Order getter sales calls traditionally require the lowest financial investment from the

firm.


a. Order getters often replenish a retailer ’s inventories .

b. Order getters handle orders obtained on inbound telemarketing.

c. Order getters require considerable product knowledge.



firm.



b. Order getters are most often used in new-buy or modified rebuy situations.

c. Order getters handle orders obtained on inbound telemarketing.



firm.



b. Order getters handle orders obtained on inbound telemarketing

c. Order getters typically process reorders for products already sold by the company.

d. Order getter sales calls traditionally require the lowest financial investment from the

firm.

e. Order getter sales calls traditionally require a high per-sales-call cost.

Industry research shows that outside order getters, or field service representatives, often

work over __________ per week .

a. 30 hours

b. 50 hours

c. 55 hours

d. 60 hours

e. 65 hours

What percentage of a sales representative’s time is spent selling?

a. 32 percent

b. 41 percent

c. 48 percent

d. 53 percent

e. 55 percent

Industry research shows that outside order getters, or field service representatives , spend

41 percent of their time selling, and another __________ is devoted to administrative tasks,

meetings, service calls, travel, and training.

a. 5 percent

b. 10 percent

c. 16 percent

d. 21 percent

e. 28 percent

It is estimated that the average cost of a single field sales call on a business customer is

about __________, factoring in salespeople compensation, benefits, and travel-and-

entertainment expenses.

a. $150

b. $250

c. $300

d. $350

e. $400

The practice of using the telephone rather than personal visits to contact customers is

referred to as __________.

a. missionary selling

b. outbound telemarketing

c. cold canvassing

d. inbound telemarketing

e. team selling

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.

a. $10 to $15

b. $15 to $20

c. $20 to $25

d. $30 to $40

e. $40 to $50

Missionary salespeople are __________.

a. salespeople who specialize in identifying, analyzing, and solving customer problems, but

who do not actually sell products and services

b. salespeople who process routine orders for products that are presold by the company

c. salespeople who identify prospective customers, provide customers with information,

persuade customers to buy, close sales, and follow up on a customer’s use of the

product or service

d. people on the selling team who are responsible for obtaining qualified leads

e. sales support personnel who do not directly solicit orders but rather concentrate on

performing promotional activities and introducing new products

Sales support personnel who do not directly solicit orders but rather concentrate on

performing promotional activities and introducing new products are referred to as __________.

a. inside order takers

b. missionary salespeople

c. outside order getters

d. sales engineers

e. outbound telemarketers

Which type of sales personnel concentrates on performing promotional activities but

generally does not solicit actual sales orders?

a. missionary salespeople

b. sales engineers

c. outside order getters

d. inside order getters

e. outbound telemarketers

Norma Adler works for Tyco Healthcare. Her job is to visit hospitals and meet with staff to

explain the equipment that Tyco manufactures for use in operating rooms. Although Adler

is part of her company’s salesforce, she does not directly solicit orders. Adler is what type

of salesperson?

a. an inside order taker

b. an outside order getter

c. a missionary salesperson

d. a sales engineer

e. a sales team coordinator

A sales engineer is a __________.

a. salesperson who specializes in identifying, analyzing, and solving customer problems

and brings know-how and technical expertise to the selling situation, but often does

not actually sell products and services

b. salesperson who processes routine orders or reorders for products that are presold by

the company

c. salesperson who identifies prospective customers, provides customers with information,

persuades customers to buy, closes sales, and follows up on a customer’s use of a

product or service

d. person on the selling team who is responsible for supervising his or her company’s R&D

expenditures

e. member of the sales support team who does not directly solicit orders but rather


A salesperson who specializes in identifying, analyzing, and solving customer problems and

brings know-how and technical expertise to the selling situation, but often does not actually

sell products and services, is referred to as a __________.

a. specialized order taker

b. designated order getter

c. missionary salesperson

d. sales engineer

e. sales technician

The practice of using a group of professionals in selling to and servicing major customers

refers to __________.

a. cooperative selling

b. missionary sales

c. sales engineering

d. team selling


Team selling refers to the practice of __________.

a. using an entire team of professionals in selling to and servicing major customers

b. sending an entire team of a firm’s sales representatives into the field

c. combining the expertise and resources of buyers and sellers to create customized

solutions, commit to joint planning, and share customer, competitive, and company

information for their mutual benefit, and ultimately the customer

d. sending a group of sales representatives to concentrate on performing promotional

activities and introducing new products

e. assigning a team of sales representatives, each with his or her own unique product, to

the same geographic sales territory to ensure that the company can meet the needs of

these customers

Team selling would most likely be used by a company that sells __________.

a. file cabinets

b. washing machines

c. dining room tables

d. four-wheel drive sports utility vehicle (SUVs)

e. sophisticated computer systems

TransWave International is a company that markets patented electronic sensors as an early

warning device for locating potential problems with buried pipelines. TransWave sends an

environmental expert, a safety engineer, a legal representative to explain new regulations

enacted by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it

meets with a prospect. This is an example of how TransWave uses __________.

a. partnership selling

b. order getting

c. functional selling

d. sales engineering

e. team selling

The two basic forms of team selling are __________.

a. augmented selling and integrated selling

b. enterprise selling and strategic alliance selling

c. cross-functional teams and cross-tier teams

d. conference selling and seminar selling

e. network selling and matrix selling

A method of selling in which a salesperson and other company resource people meet with

buyers to discuss problems and opportunities is referred to as __________ .

a. conference selling

b. team selling

c. seminar selling

d. outbound telemarketing

e. formula selling

In conference selling, __________.

a. buyers and sellers meet through a technology-based forum (telephone or video

conference call such as WebEx, etc.) because person-to-person meetings are too

expensive due to the cost of air travel

b. the sale has already been finalized but the buyer and seller meet to discuss delivery

details

c. a salesperson and other company resource people meet with buyers to discuss problems

and opportunities

d. a company team conducts an educational program for a customer’s technical staff,

describing state-of-the-art developments

e. a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, and

Salesforce.com

Seminar selling is a method of personal selling in which __________.

a. the company provides a free audit of the buyers’ purchase behaviors to identify any

weaknesses and then provides formal training on more effective buying behaviors

b. a group of the organization’s R&D personnel conducts a product demonstration and

training seminar for all major customers

c. salespeople and other company resource people meet with buyers to discuss problems

and opportunities

d. a company sales team conducts an educational program for a customer’s technical staff

to describe state-of-the-art developments

e. a company selling services tries to overcome the problems associated with the

intangibility of service

FloNetwork , Inc. is a company that has developed automation solutions for electronic

marketing. Its software is able to handle all aspects of permission marketing-based

campaigns from list generation and e-mail deployment to real-time tracking and in-depth

analysis. To sell its system, the company conducts educational programs targeted to the

technical staff in a prospective customer’s information technology (IT) department to discuss

recent technological developments with the product. In this situation, FloNetwork uses

__________.


b. seminar selling

c. conference selling

d. sales engineers

e. formula selling

Today, __________ of companies employ cross-functional teams of professionals to work with

customers to improve relationships, find better ways of doing things, and, of course, create

and sustain value for their customers.

a. 15%

b. 20%

c. 45%

d. 75%

e. 90%

Many firms such as Xerox use a cross-functional sales practice known as __________.

a. collaborative selling

b. team selling

c. cooperative selling

d. account selling

e. formula selling

DuPont assigned chemists, sales and marketing executives, and regulatory specialists to

create an herbicide for corn growers that recorded sales of $57 million in its first year. This

type of sales approach is referred to as __________.


b. missionary selling

c. team selling

d. order taking

e. formula selling

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply

chain personnel to work with its major retailers, such as Walmart, to identify ways to develop,

promote, and deliver products. This type of sales approach is called __________ .


b. missionary selling

c. order taking

d. team selling

e. formula selling

FedEx uses sales personnel, carrier management specialists, and engineering and

administrative executives who continually find ways to improve the technology of shipping

goods across town and around the world. This type of sales approach is called __________.

a. team selling

b. formula selling

c. partnership selling

d. missionary selling

e. order taking

The personal selling process encompasses __________ distinct selling stages .

a. 3

b. 4

c. 5

d. 6

e. 7

Sales activities occurring before, during, and after the sale itself, consisting of six stages , are


a. the new-product process

b. the strategic marketing process

c. the personal selling process

d. the consumer purchase decision process

e. relational selling

The personal selling process refers to__________.

a. the activities that begin with the prospecting of potential leads and end with the final

closing of a sale

b. the three sales activities that include identifying a customer with an unfilled need,

identifying a product or service that could satisfy that need, and initiating a formalized

exchange or sale

c. the formalized sales protocol used by a company’s salesforce to ensure a consistent

quality sales presentation

d. the sales activities occurring before, during, and after the sale itself, consisting of six

stages: prospecting, preapproach, approach, presentation, close, and follow-up

e. the sequential steps taken to close a sale including finalizing product benefits , arranging

for distribution, and arranging for payment

As shown in Figure 20-3 above, “A” is the__________ stage in the personal selling process.

a. approach

b. preapproach

c. presentation

d. prospecting

e. follow-up

As shown in Figure 20-3 above, “B” is the__________ stage in the personal selling process.

a. presentation

b. approach

c. prospecting

d. follow-up

e. preapproach

As shown in Figure 20-3 above, “C” is the__________ stage in the personal selling process.

a. presentation

b. follow-up

c. prospecting

d. preapproach

e. approach

As shown in Figure 20-3 above, “D” is the__________ stage in the personal selling process.

a. follow-up

b. prospecting

c. presentation

d. preapproach

e. approach

As shown in Figure 20-3 above, “E” is the__________ stage in the personal selling process.

a. close

b. preapproach

c. follow-up

d. approach

e. presentation

As shown in Figure 20-3 above, “F” is the__________ stage in the personal selling process.

a. presentation

b. follow-up

c. preapproach

d. close

e. approach

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 “search

for and qualify potential customers,” what stage of the personal selling process is the

salesperson engaged in?

a. presentation

b. approach

c. prospecting

d. follow-up

e. preapproach


“F”) along with the objective(s) of each stage. If the salesperson’s objective is to “gather

information and decide how to approach the prospect,” what stage of the personal selling

process is the salesperson engaged in?

a. follow-up

b. prospecting

c. presentation

d. preapproach

e. approach


“F”) along with the objective(s) of each stage. If the salesperson’s objective is to “gain a

prospect’s attention, stimulate interest, and make transition to the presentation,” what stage

of the personal selling process is the salesperson engaged in?

a. presentation

b. follow-up

c. prospecting

d. preapproach

e. approach


“F”) along with the objective(s) of each stage. If the salesperson’s objective is to “begin

converting a prospect into a customer by creating a desire for the product or service,” what

stage of the personal selling process is the salesperson engaged in?

a. approach

b. preapproach

c. presentation

d. prospecting

e. follow-up


“F”) along with the objective(s) of each stage. If the salesperson’s objective is to “obtain a

purchase from the prospect and create a customer,” what stage of the personal selling

process is the salesperson engaged in?

a. preapproach

b. close

c. follow-up

d. approach

e. presentation


“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?

a. follow-up

b. prospecting

c. presentation

d. preapproach

e. close

Personal selling begins with the __________ stage.

a. lead

b. presentation

c. preapproach

d. prospecting

e. follow-up

The search for and qualification of potential customers during the personal selling process

is referred to as the __________ stage.

a. prospecting

b. customer mining

c. lead initiation

d. cold calling

e. gleaning

What are the three types of prospects?

a. leads, prospects, and buyers

b. leads, prospects, and qualified prospects

c. cold, warm, and hot

d. awareness, trial, and adoption

e. primary leads, secondary leads, and final leads

The name of a person who may be a possible customer is referred to as a __________.

a. hot lead

b. cold call

c. lead

d. prospect

e. qualified prospect

The customer who wants or needs the product is referred to as a _ _________.

a. hot lead

b. cold call

c. lead

d. prospect


A __________ is an individual that wants a product, can afford to buy it, and is the decision

maker.

a. qualified prospect

b. customer

c. lead

d. prospect

e. gatekeeper

If an individual wants the product, can afford to buy it, and is the decision maker, this

individual is referred to as a(n) __________.

a. activated lead

b. proactive buyer

c. lead

d. hot prospect


Which of the following statements describes the major difference between a prospect and

a qualified prospect?

a. Prospects are more likely than qualified prospects to become customers .

b. During the sales presentation, prospects are more likely to raise objections than qualified

prospects.

c. There are generally more qualified prospects than prospects .

d. Prospects have the need or desire for your product. Qualified prospects have not only

the need or desire for your product, but also the ability and authority to purchase it.

e. A qualified prospect has purchased your product in the past and a prospect has not.

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for

The New York Times newspaper. In addition to selling advertising to her regular accounts,

Alice is responsible for generating new advertising accounts for the newspaper. In order

to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she

sells to are qualified prospects. How can Faulkner know if the prospects she is selling to

are in fact qualified prospects?

a. Qualified prospects have an interest in buying display advertising in the paper.

b. Qualified prospects have the money to buy display advertising in the paper.

c. Qualified prospects have a need for the advertising, can afford to buy it, and have the

authority to make the purchase decision.

d. Qualified prospects have the authority to influence decision makers.

e. Qualified prospects read the newspaper daily and recognize that it is a good advertising

medium.

All of the following tactics are used to generate leads EXCEPT __________.

a. cold canvassing

b. suggestive selling

c. toll-free numbers

d. coupons

e. trade shows

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail,

and making cold calls are all activities that would take place during the __________ stage of

the personal selling process.

a. data mining

b. preapproach

c. approach

d. presentation

e. prospecting

A method of selling in which a salesperson makes a telephone call or visits a prospective

customer without a referral is called __________.

a. team selling

b. cold calling

c. seminar selling

d. formula selling

e. conference selling

Another name for cold calling is _____.

a. cold canvassing

b. seminar selling

c. conference selling

d. sales managed selling

e. trial-close selling

Which of the following statements regarding cold canvassing is most accurate?

a. Currently there are no federal regulations regarding cold canvassing.

b. In general, cold canvassing is effective only for costly items.

c. Cold calling is the most common type of sales prospecting both in Asia and Latin

America.

d. About 75 percent of U.S. consumers consider cold canvassing an intrusion on their

privacy.

e. The Telephone Consumer Protection Act not only protects citizens, it ensures the rights

of telemarketers to call anyone listed in a public directory, whether they choose to be

called or not.

Russ Berry Company is a company that makes gifts and collectibles. When its southeastern

sales representative is driving through a community on her way to make a sales call, she

looks for small independent florists and gift shops. When she finds a retailer whom she

knows is not carrying Russ products, she stops and makes a sales call. The company’s sales

rep is using _________ to find prospects.

a. stimulus-response selling

b. order taking

c. cold canvassing

d. formula selling

e. closing

Mark wanted to make some extra money, so he went door-to-door in his neighborhood

asking residents if they had any small jobs that they could hire him to perform. Mark had

no idea of whether anyone had any jobs for him, so he picked the houses randomly and

knocked on the doors to see if anyone was home and perhaps interested in his services.

In terms of the personal selling process, Mark was engaged in __________ when he knocked

on a door.


b. “handshaking”

c. cold canvassing

d. closing

e. traffic generation

Federal regulations contain provisions that allow consumers to avoid being called at any

time through the __________, and fines are imposed for violations.

a. Do Not Disturb Registry

b. Do Not Call Registry

c. Do Not Interrupt Registry

d. Do Not Infringe Registry

e. Do Not Agitate Registry

In the personal selling process, a telemarketer for a life insurance firm calls and asks the

head of the household, “If you were to die tomorrow, would your family be cared for?” This

telemarketer is engaged in the __________ stage.


b. closing the sale

c. prospecting

d. order taking

e. creating a preapproach

Encyclopedia Britannica pays to have a business reply card bound into magazines adjacent

to its advertisement. The ad asks people to return the card for more information on how

its encyclopedias can help children do better in school. Encyclopedia Britannica is engaging

in __________.

a. cold-canvassing

b. order taking

c. sales follow-up

d. stimulus-response selling

e. prospecting

At which stage in the personal selling process would the salesperson obtain further

information about the prospect and decide on the best method of contact?

a. prospecting

b. preapproach

c. approach

d. presentation

e. close

What would most likely occur at the preapproach stage in a business selling situation?

a. The order getter would make initial contact with the order taker.

b. The search for and qualification of prospects would begin .

c. The initial meeting would transpire and business would be concluded.

d. A decision would be made concerning whether the sale was to be a straight rebuy, a

modified rebuy, or a new buy.

e. The buying role of the prospect, important buying criteria, and the prospect’s receptivity

to a presentation would be determined.

The preapproach stage of the personal selling process is especially important in __________.

a. international sales

b. government sales

c. high technology product sales

d. high-ticket item sales

e. the sale of services

Identifying the buying role of the prospect would be typically done at the __________ stage

of the personal selling process.

a. prospecting

b. preapproach

c. approach

d. presentation

e. closing

Which of the following statements regarding the preapproach stage for international selling

is most accurate?

a. Customs rarely influence a preapproach protocol.

b. The preapproach stage is shorter and less intensive than with domestic consumers .

c. Customs are very important in dictating appropriate protocol.

d. In most cases, the buyer rather than the seller initiates the contact between seller and

buyer.

e. Pricing or price ranges are presented to the customer in order to determine if the

customer is a qualified lead.

During the __________ stage of personal selling, a salesperson would learn if her prospect

liked to talk about sports before getting down to business or preferred not to waste time

with idle chatter.

a. prospecting

b. preapproach

c. approach

d. presentation

e. closing

At the __________ stage in the personal selling process, a salesperson gains a prospect’s

attention, stimulates interest, and builds the foundation for the sales presentation itself.

a. approach

b. prospecting

c. preapproach

d. qualifying

e. trial close

In the __________ stage of the personal selling process, the first impression is especially critical.

a. prospecting

b. preapproach

c. approach

d. close

e. follow-up

In the __________ stage of the personal selling process, the cultural setting is very important.

a. presentation

b. prospecting

c. prospecting

d. approach

e. close

In many societies outside the United States, during the __________ stage of the personal

selling process, considerable time is devoted to nonbusiness talk designed to establish a

rapport between buyers and sellers.

a. close

b. approach

c. preapproach

d. presentation

e. prospecting

Consider the Personal Selling Process Photo A shown above. Exchanging business cards in

Asia is done according to the customs and norms of the country or region of the buyer.

This protocol is considered important during which stage of the personal selling process?

a. presentation

b. follow-up

c. preapproach

d. close

e. approach

At the __________ stage in the personal selling process, a salesperson begins converting a

prospect into a customer by creating a desire for the product or service he or she is selling .

a. preapproach

b. approach

c. presentation

d. close

e. follow-up

The objective at the __________ stage of the personal selling process is to convert a prospect

into a customer by creating a desire for the product or service.

a. presentation

b. approach

c. follow-up

d. preapproach

e. close

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3)

need-satisfaction format.

a. cold call format

b. formula selling format

c. stimulus-satisfaction format

d. stimulus-selling format

e. persuasive sales format

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling

format; and (3) __________.

a. cold call format

b. stimulus-satisfaction format

c. stimulus-selling format

d. need-satisfaction format

e. persuasive sales format

Which presentation format assumes that given the appropriate prompts by a salesperson,

the prospect will buy?

a. formula selling presentation

b. stimulus-response presentation

c. stimulus-satisfaction presentation

d. stimulus-selling presentation

e. persuasive sales presentation

A stimulus-response presentation refers to a format that __________.

a. focuses on problem identification, in which the salesperson serves as an expert on

problem recognition and resolution

b. consists of information that must be provided in an accurate, thorough, and step-by-

step manner to inform the prospect

c. assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d. involves adjusting the presentation to fit the selling situation, such as knowing when to

offer solutions and when to ask for more information

e. emphasizes probing and listening by the salesperson to identify the needs and interests

of prospective buyers

In a __________ presentation, the salesperson tries one appeal after another, hoping to “hit

the right button.”

a. formula selling

b. persuasive sales

c. stimulus-satisfaction

d. stimulus-response

e. stimulus-selling

A waitress at a Chili’s restaurant uses a __________ when she asks a family if they have any

room left for dessert.

a. formula-selling

b. need-satisfaction selling

c. consultative selling

d. transactional sales presentation

e. stimulus-response presentation

A salesclerk at L. L. Bean uses __________ when he asks customers if they also need a pair of

hiking socks with the purchase of their mountain boots.

a. a stimulus-response presentation

b. a transactional sales presentation

c. need-satisfaction selling

d. consultative selling

e. formula selling

A sales technique whereby complementary products are presented to a customer after the

customer has demonstrated a desire and willingness to purchase a particular product is


a. a formula selling presentation

b. a stimulus-buy presentation

c. a stimulus-satisfaction presentation

d. a stimulus-selling presentation

e. suggestive selling

Suggestive selling is a form of the __________ presentation.

a. formula-selling

b. stimulus-response

c. needs-satisfaction

d. hard-sell

e. formalized-sales

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if “they have

left any room left for dessert.”

a. inquiry selling

b. formula selling

c. suggestive selling

d. method selling

e. a canned sales presentation

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.

a. inquiry

b. formula

c. method

d. suggestive

e. need-satisfaction

A selling format that consists of information that must be provided in an accurate, thorough,

and step-by-step manner to inform the prospect is referred to as a__________.

a. traditional hard sell

b. formula selling presentation

c. stimulus-response presentation

d. needs-satisfaction presentation

e. straight rebuy sales-pitch

A formula selling presentation refers to a format that __________.

a. emphasizes probing and listening by the salesperson to identify the needs and interests


b. focuses on problem identification, in which the salesperson serves as an expert on


c. consists of information that must be provided in an accurate, thorough, and step-by-


d. assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e. relies on exhibits at trade shows, professional meetings, and conferences

When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the

following speech in her sales presentations: “Hello, Mr./Ms. (customer name). My name is

(your name here). I’m calling on behalf of Paradise Candles. We carry the best wax -

burning mechanical candles available in the commercial decorating industry….” Paradise

instructed Tracy to use __________.

a. a formula selling presentation

b. a stimulus-response presentation

c. a needs-satisfaction presentation

d. suggestive selling

e. consultative selling

A memorized, standardized message conveyed to every prospect is referred to as a

__________.

a. stimulus-response presentation

b. canned sales presentation

c. directed selling presentation

d. mnemonic sales format

e. standardized sales format

Which type of sales presentation would be best suited for an inexperienced, less

knowledgeable salesperson?

a. need-satisfaction presentation

b. stimulus-response presentation

c. cold canvassing

d. canned sales presentation

e. directed selling presentation

Which of the following statements describes a major drawback associated with a canned

sales presentation?

a. A canned sales presentation provides too little information to prospects.

b. A canned sales presentation is difficult for inexperienced salespeople to use.

c. A canned sales presentation allows little room for customer feedback .

d. A canned sales presentation is too expensive and time consuming.

e. A canned sales presentation lacks consistency.

The ________ presentation is a selling format that emphasizes probing and listening by the

salesperson to identify the needs and interests of prospective buyers.

a. formula selling

b. stimulus-response

c. marketing concept


e. need-satisfaction

A selling format that emphasizes probing and listening by the salesperson to identify the

needs and interests of prospective buyers is referred to as a __________ presentation.

a. need-satisfaction

b. formula selling

c. stimulus-response


e. marketing concept

A need-satisfaction presentation refers to a presentation format that __________.

a. uses computer, information, communication, and Internet technologies to make the

sales presentation more effectively and efficiently

b. consists of information that must be provided in an accurate, thorough, and step-by-


c. assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d. emphasizes probing and listening by the salesperson to identify the needs and interests


e. builds ties to customers based on a salesperson’s attention and commitment to

customer needs

The ___________ format, which emphasizes problem solving and customer solutions, is the

most consistent with the marketing concept and relationship building.

a. canned sales

b. formula selling

c. persuasive selling

d. need-satisfaction

e. stimulus-response

Two selling styles associated with the need-satisfaction presentation format are __________.

a. adaptive selling and confrontational selling

b. adaptive selling and consultative selling

c. suggestive selling and canned selling

d. adaptive selling and suggestive selling

e. suggestive selling and consultative selling

The car salesman was overheard saying the following words to a prospective customer :

“What type of driving do you do?” “How many people will you usually have riding in your

car?” “Maybe you should look at vans instead of sedans.” From this information, you

should recognize that the car salesman was using a __________ presentation.

a. stimulus-response

b. formula selling

c. need-satisfaction

d. persuasive selling

e. canned sales

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.

The salespeople for this company are trained to ask probing questions such as, “What are

the decorating trends in this region?” and “What are you doing to take advantage of this

trend?” This company trains its salespeople to develop a sales presentation style that

emphasizes the needs and wants of its retailers. Once key needs have been uncovered,

the salesperson is taught to tailor his or her sales presentation so that the retailer can see

why he or she should carry Davidson-Uphoff products. Davidson-Uphoff’s salespeople are

learning the __________ selling format.

a. need-satisfaction

b. formula

c. stimulus-response

d. creative

e. problem resolution

A need-satisfaction presentation format that involves adjusting the presentation to fit the

selling situation, such as knowing when to offer solutions and when to ask for more

information, is referred to as __________ selling.

a. relationship

b. adaptive

c. consultative

d. proactive

e. cooperative

Adaptive selling refers to a presentation format that __________.



b. focuses on problem identification, in which the salesperson serves as an expert on





e. involves adjusting the presentation to fit the selling situation, such as knowing when to


Sales research and practice show that knowledge of the customer and sales situation are

key ingredients for __________ selling.

a. personal

b. team

c. formula

d. adaptive

e. missionary

Consider the Personal Selling Process Photo B shown above. Selling that involves adjusting

the presentation to fit the selling situation is known as __________ selling.

a. team

b. personal

c. adaptive

d. need-satisfying

e. one-on-one

As a salesperson asks questions about a prospect’s transportation system, the prospect says,

“What I really want is reliable transportation at the lowest price I can get.” The salesperson

stops asking questions and pulls out a comparative price list that shows her compan y’s

transportation is the lowest priced and most reliable on the market. The salesperson has

engaged in __________ selling.

a. adaptive

b. suggestive

c. formula

d. consultative

e. relationship

Consultative selling refers to a presentation format that __________.



b. focuses on problem identification, where the salesperson serves as an expert on





e. involves adjusting the presentation to fit the selling situation, such as knowing when to


A need-satisfaction presentation format that focuses on problem identification, in which the

salesperson serves as an expert on problem recognition and resolution, is referred to as

__________ selling.

a. adaptive

b. suggestive

c. formula

d. consultative

e. relationship

With __________ selling, problem solutions are not simply a matter of choosing from an array

of existing products or services. Rather, novel solutions often arise, thereby creating unique

value for the customer.

a. adaptive

b. formula

c. consultative

d. suggestive

e. relationship

Consultative selling style is very prominent in __________ marketing.

a. business-to-business

b. business-to-government

c. consumer-to-consumer

d. consumer-to-business

e. consumer-to-government

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer

Relationship Management (CRM) and its xRM framework for delivering increased

productivity and cost savings for customers worldwide. Microsoft experts work individually

with customers on problem recognition and resolution and adapt their enterprise software

to meet the unique needs of the customer. The Microsoft expert is engaged in __________

selling.

a. relationship

b. formula

c. suggestive

d. adaptive

e. consultative

Sellers view a solution as a customized and integrated combination of products and services

for meeting a customer’s business needs. Buyers think of a solution to a business problem

as one that meets their requirements, is designed to uniquely solve their problem, can be

implemented, and __________.

a. ensures follow-up

b. can be evaluated

c. is financially equitable

d. is easy to use

e. is sustainable

There are three key reasons for putting the customer into customer solutions in selling: (1)

considerable time and effort is necessary to fully understand a specific customer’s

requirements; (2) effective customer solutions are based on relationships among sellers and

buyers; and (3) __________.

a. it is ultimately the customer who converts a lead into a sale

b. only customers knows how much they are will to pay for any given solution

c. consultative selling is central to providing novel solutions for customers, thereby

creating value for them

d. only the salesperson knows when the solution has finally been found

e. customers are better able to articulate their problems and solutions than sellers

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

a. rationalizations

b. equivocations

c. refusals

d. objections

e. qualifications

There are six commonly used techniques to deal with objections: acknowledge and convert

the objection; postpone; agree and neutralize; accept the objection; denial; and __________.

a. redirect the conversation

b. ignore the objection

c. probe by asking additional questions

d. defer to a supervisor

e. distract by identifying competitor shortcomings


the objection; postpone; agree and neutralize; __________; denial; and ignore the objection .


b. defer to a supervisor


d. accept the objection



the objection; postpone; __________; accept the objection; denial; and ignore the objection.



c. agree and neutralize

d. probe by asking additional questions



the objection; __________; agree and neutralize; accept the objection; denial; and ignore the

objection.

a. postpone

b. redirect the conversation

c. defer to a supervisor

d. probe by asking additional questions


There are six commonly used techniques to deal with objections: __________; agree and

neutralize; accept the objection; denial; and ignore the objection .




d. distract by identifying competitor shortcomings

e. acknowledge and convert the objection

Which of the following statements should the salesperson use to acknowledge and convert

the prospect’s objection into a reason for buying?

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, ….”

Which of the following statements should the salesperson use to postpone a prospect’s

objection?







During the sales presentation, the prospect interrupted the salesperson’s presentation and

said, “Wait a minute. This looks like it’s going to cost too much.” The salesperson

responded, “I think you’ll be delighted with how relatively inexpensive this program is. I’ll

address the subject of price in just a moment.” Which objection-handling technique has

the salesperson used?

a. acknowledge and convert the objection

b. postpone


d. denial

e. ignore the objection

Which of the following statements should the salesperson use to agree with and neutralize

an objection?







Which of the following statements should the salesperson use to accept the objection?







You respond by saying courteously, “You’re absolutely right, and I am going to make it my

business to be sure that never happens again.” Which method have you used to handle

the customer’s objection?

a. postpone

b. denial


d. ignore

e. convert

Which of the following statements should the salesperson use as a denial response to a

prospect’s objection?







Doug Ames sells Mercedes Benz automobiles. While making his sales presentation to a

newly qualified prospect, the prospect said, “Doug, I would really like to buy the car, but

you know, the price of the automobile is just too high.” In order to answer the prospect’s

objection, Ames responded, “Sir, you are correct. The price of the Mercedes Benz

automobile is high because of what you are getting for that price.” Ames then proceeded

to describe the quality of the materials used in the car, the high resale value of the car, the

dependability, and the prestige associated with the Mercedes Benz. What technique did

Ames use to handle the prospect's objection?

a. the postpone technique

b. the agree and neutralize technique

c. the denial technique

d. the accept the objection technique

e. the acknowledge and convert technique

At which stage of the personal selling process would a salesperson obtain a purchase

commitment from the prospect?

a. approach

b. presentation

c. closing

d. follow-up

e. sale

The closing stage in the selling process involves obtaining a purchase commitment from

the prospect. This stage is the most important and the most difficult because the

salesperson must determine when the prospect is ready to buy. Telltale signals indicating

a readiness to buy include __________.

a. body language, statements, and questions

b. questions, financial negotiation, and counteroffers

c. negotiations, questions, and requests for assurance

d. eye contact, body language, and requests for assurance

e. questions, statements, and financial negotiations

Three closing techniques are used when a salesperson believes a buyer is about ready to

make a purchase. They are __________ closes.

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

A trial close refers to __________.

a. asking the prospect to make a decision on some aspect of the purchase

b. allowing the prospect to use or lease the item on a limited temporary basis before

making a final commitment of purchase

c. committing the prospect quickly by making references to the time limits of the purchase

d. making an exchange of money or other unit of value

e. asking the prospect to make choices concerning delivery, warranty, or financing terms

Asking the prospect to make a decision on some aspect of the purchase is referred to as

a(n) __________ close.

a. urgency

b. preemptory

c. presumptive

d. trial

e. final

An assumptive close refers to __________.




c. committing the prospect quickly by making references to the time limits of the purchase

d. making an exchange of money or other unit of value


At the end of her sales presentation, the salesperson asks, “Will 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) __________ close.

a. assumptive

b. consultative

c. proactive

d. urgency

e. adaptive

An urgency close refers to __________.




c. making an exchange of money or other unit of value

d. quickly committing the prospect by making references to the time limits of the purchase


Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.

When its salesperson told the prospect, “For this week only, we will pay the all the shipping

costs for new customers,” the salesperson was using a(n) __________ close.

a. reactive

b. assumption

c. urgency

d. consultative

e. definitive

When a salesperson in the computer store asks, “Will that be charge or cash?”, he has

executed the _____ stage of the personal selling process.

a. closing

b. approach

c. presentation

d. handling objections

e. follow-up

Russ Berry Company sells stuffed animals and holiday gifts. When its salesperson asks a

retailer, “Do you want to order the two dozen assorted bears or two dozen white -only

bears?” he has executed which stage of the selling process?

a. approach

b. presentation

c. handling objections

d. closing

e. follow-up

The final stage in the personal selling process is referred to as __________.

a. presentation

b. assumptive close

c. trial close

d. urgency close

e. follow-up

In the personal selling process, the stage that includes making certain the customer’s

purchase has been properly delivered and installed and difficulties experienced with the use

of the item are addressed is referred to as the __________ stage.

a. urgency close

b. follow-up

c. assumptive close

d. presentation

e. trial close

At which stage in the personal selling process would the salesperson ask the customer

whether he or she is satisfied with the product?

a. assumptive close

b. final close

c. urgency close

d. follow-up

e. postpurchase evaluation

One reason follow-up is so important is that research shows that the cost and effort to

obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain

a sale from a new customer.

a. 25%

b. 30%

c. 40%

d. 50%

e. 75%

A 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.

a. assumptive

b. preemptive

c. follow-up

d. prospecting

e. courtesy

Sales management consists of three interrelated functions: (1) __________; (2) sales plan

implementation; and (3) salesforce evaluation.

a. salesforce compensation

b. sales plan formulation

c. salesforce communication

d. salesforce size determination

e. salesforce training

Sales management consists of three interrelated functions: (1) sales plan formulation; (2)

__________; and (3) salesforce evaluation.


b. salesforce size determination

c. sales plan implementation

d. salesforce communication


Figure 20-4 above depicts the sales management process that involves three interrelated

functions. “A” refers to __________.


b. salesforce size determination

c. salesforce communication

d. sales plan formulation



functions. “B” refers to __________.

a. sales plan implementation

b. salesforce compensation

c. salesforce size determination

d. salesforce communication



functions. “C” refers to __________.


b. sales plan implementation

c. salesforce size determination

d. salesforce evaluation


A sales plan refers to a __________.

a. method of determining a fair and equitable compensation plan

b. method of identifying the target markets that most closely meet the special skills of the

salesforce

c. method for determining the size of a salesforce that integrates the number of customers

served, call frequency, call length, and available selling time to arrive at a salesforce size

figure

d. statement describing what is to be achieved and where and how the selling effort of

salespeople is to be deployed

e. method that specifies times and places for direct communications between salespeople

and their supervisors

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 __________.

a. sales plan

b. salesforce framework

c. sales protocol

d. workload plan

e. sales assessment

The most basic of the three sales management functions is __________.

a. sales plan analysis

b. sales plan formulation

c. sales plan objective

d. sales plan evaluation

e. sales plan implementation

Formulating the sales plan involves three tasks: (1) __________; (2) organizing the salesforce;

and (3) developing account management policies.

a. hiring sales reps

b. developing the sales plan

c. establishing the budget

d. setting objectives

e. identifying qualified leads

Formulating the sales plan involves three tasks: (1) setting objectives; (2) organizing the

salesforce; and (3) __________.

a. hiring sales reps

b. developing the marketing plan

c. establishing the budget

d. developing account management policies

e. identifying qualified leads

Which of the following tasks are involved in the sales plan formulation stage of the sales

management process?

a. recruiting and selecting the salesforce, training the salesforce, and compensating the

salesforce

b. developing account management policies, implementing the account management

policies, and evaluating the account management policies

c. setting sales objectives, organizing the salesforce, and developing account management

policies

d. organizing the salesforce, establishing quantitative assessment, and implementing

follow-up

e. organizing the salesforce, setting motivational sales quotas, and evaluating the

individual members of the salesforce

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new

customers added, and profit. Alternatively, they can be __________ and emphasize the

number of sales calls and selling expenses.

a. input-related; output-related

b. output-related; input-related

c. financially-related; accounting-related

d. customer-related; salesperson-related

e. short-term; long-term

The sales manager told the salesperson, “Your goal is to increase sales volume for the

second quarter 5 percent over the sales volume of the first quarter.” The sales manager

voiced a(n) __________ sales objective.

a. output-related

b. input-related

c. behavior-related

d. cold-call related

e. market-related

All of the following are output-related sales objectives EXCEPT _____.

a. unit sales

b. profit

c. number of new customers

d. number of sales calls

e. dollar sales

The sales manager instructed the salesperson to “Make five hundred customer contacts

between January 1st and July 1st.” The sales manager voiced a(n) __________ sales objective .

a. output-related

b. input-related

c. behavior-related

d. comprehensive-related

e. market-related

A 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.

a. output-related

b. input-related

c. profit-related

d. expertise-related

e. behaviorally-related

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

a. communication skills

b. customer service satisfaction ratings

c. number of new customers

d. selling skills

e. product knowledge

All of the following are types of sales objectives EXCEPT:

a. input-related

b. employer-related

c. competitor-related

d. behaviorally-related

e. output-related

An effective sales plan objective should be __________.

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 profitable

Research indicates that 25% of U.S. salespeople engaged in __________ selling consider it

unethical to explicitly ask customers about competitors’ strategies such as pricing practices,

product development efforts, and trade and promotion programs .

a. order-taking

b. business-to-business

c. business-to-consumer

d. missionary

e. partnership

Which of the following questions is NOT related to organizing the salesforce?

a. “Should the firm use independent agents such as manufacturer ’s representatives?”

b. “How many company salespeople should be employed?”

c. “Should the company be organized according to geography, customer type, or product

offering?

d. “Should the firm use its own salesforce?”

e. “How should the salesforce be compensated?”

In Figure 20-5 above, “A” represents a(n) __________ when comparing independent agents

and a company salesforce.

a. indifference point

b. break-even point

c. inflection point

d. trade-off point

e. profit point

A break-even chart for comparing independent agents and a company salesforce includes

__________ and __________.

a. selling costs; sales revenues in dollars

b. sales profits; percentage of market share

c. salary compensation; commission compensation

d. calls made; sales made

e. number of independent agents; number of company salesforce personnel

An 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?

a. $650,000

b. $3,250,000

c. $6,500,000

d. $32,500,000

e. $35,200,000

If a company chooses to employ its own salesforce, there are three basic organizational

salesforce structures from which to choose. They are ______.

a. dollar volume, unit volume, and market share

b. NAICS, market size, and geography

c. geography, customer, and product/service

d. market size, market share, and market type

e. dollar volume, unit volume, and profit

Consider Figure 20-6A above. If a company chooses to employ its own salesforce, there

are three basic organizational salesforce structures from which to choose. “Salesforce

Organization A” represents which type of salesforce organizational structure?

a. geographical

b. NAICS

c. product

d. market type

e. customer

Consider Figure 20-6B above. If a company chooses to employ its own salesforce, there

are three basic organizational salesforce structures from which to choose . “Salesforce

Organization B” represents which type of salesforce organization structure?

a. geographical

b. NAICS

c. product

d. market type

e. customer

Consider Figure 20-6C above. If a company chooses to employ its own salesforce, there

are three basic organizational salesforce structures from which to choose . “Salesforce

Organization C” represents which type of salesforce organizational structure?

a. geographical

b. NAICS

c. product

d. market type

e. customer

Which of the following is the simplest salesforce organizational structure?

a. profit

b. customer

c. product

d. geographical

e. market

Which salesforce organizational structure is the simplest?

a. profit

b. customer

c. product

d. market

e. geographical

A __________ is the simplest sales organizational structure, in which the United States, or

indeed the globe, is first divided into regions and then each region is divided into districts

or territories.

a. product organization

b. customer sales organization

c. geographic sales organization

d. demographic sales organization

e. NAICS sales organization

What is an advantage of a geographical sales organization?

a. more effective, specialized customer support

b. minimized travel time, expenses, and duplication of selling effort

c. smaller costs for sales calls

d. reduced number of salespersons in the salesforce

e. few required sales managers

A geographical sales organization would NOT be the best structure if _____.

a. a firm is trying to reduce duplication of selling effort

b. a firm is trying to minimize travel time

c. a firm’s products or customers require specialized knowledge

d. different buyers have similar needs

e. there is a need to increase the number of salespersons in the salesforce

The office memo read, “Sales representatives from Kansas, Nebraska, Iowa, and Missouri will

report directly to the regional manager.” From this information, it would appear the

company that issued the memo uses a ___________ sales organization for its salesforce.

a. profit

b. customer

c. product

d. geographical

e. market

When different types of buyers have different needs, a __________ sales organizational

structure is used.

a. multi-reseller

b. customer

c. geographical

d. market segmentation

e. multi-level marketing

In a __________ organizational structure, a different salesforce calls on each separate type

of buyer or market channel.

a. multi-reseller organization

b. geographical organization

c. customer sales organization

d. market segmentation organization

e. multi-level marketing organization

Which salesforce organizational structure is best when there are many different consumers

with many different or specialized needs?

a. NAICS

b. customer

c. product

d. geographical

e. market segmentation

A disadvantage of a customer sales organization is __________.

a. the need to assign just one salesperson to local, regional, national, and global territories

b. an increased need for multilingual salespeople

c. the smaller number of qualified sales managers

d. the need for close teamwork amongst a diverse salesforce

e. higher administrative costs and some duplication of selling effort

The practice of using team selling to focus on important customers so as to build mutually

beneficial, long-term, cooperative relationships is referred to as __________.

a. key account management

b. relationship marketing

c. relationship selling

d. customer account management

e. needs-satisfaction selling

Key account management refers to __________.

a. the assignment of a single salesperson to a single customer throughout the course of

the entire sale

b. the practice of assigning the highest performing salesperson to the clients with the

most profitable accounts

c. the practice of using team selling to focus on important customers so as to build

mutually beneficial, long-term, cooperative relationships.

d. a sales relationship that involves a face-to-face, person-to-person encounter rather than

a sale made through the Internet or written correspondence.

e. the practice of occasionally making contact with a customer on a sporadic basis

following the initial sale of a product or service

The use of teams of sales, service, and technical personnel who work with purchasing,

manufacturing, engineering, logistics, and financial executives in customer organizations is


a. sales analysis

b. formula selling

c. adaptive selling

d. consultative selling

e. key account management

Canam Canada specializes in the fabrication of steel joists, joist girders, steel deck , and

Murox—high performance building systems that are used in the construction of commercial,

industrial, and institutional buildings. As one of the largest steel joist fabricators in North

America, Canam Canada offers value-added engineering support, architectural flexibility, and

customized solutions and services. Canam Canada uses team selling to focus on important

customers so as to build mutually beneficial, long-term, cooperative relationships. It

provides exceptional service by assigning teams of sales, service, and technical personnel

to work exclusively with assigned customers. Canam’s salesforce practices _____ account

management.

a. key

b. unique

c. specialty

d. one of a kind

e. consultative

When specific knowledge is required to sell certain types of products, then a __________ sales

organizational structure is used.

a. territorial

b. customer

c. product

d. geographical

e. multi-level marketing

The advantage of a product sales organization is that __________.

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

The disadvantage of product sales organization is that __________.

a. it increases the number of salespersons in the salesforce since most product sales

organizations are based around standard rebuys

b. there is a larger cost for sales since this method is chosen for products that inherently

have little or no product variation

c. it significantly maximizes travel time, expenses, and duplication of selling effort from

one territory to another

d. it increases the requirement for more sales managers since the salesforce is paid strictly

on commission, which acts as a significant self-motivator

e. it produces high administration costs and duplication of selling effort because two

company salespeople may call on the same customer

Each year about __________ of U.S. firms change their sales organizations to implement new

marketing strategies.

a. 5%

b. 10%

c. 25%

d. 36%

e. 50%

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.

At one time, ABB had one salesforce that sold only generators, one that sold only boilers,

another that sold only transformers, and so forth. Each salesperson was an expert on the

items he or she sold. Its salesforce was organized by __________.

a. workload

b. customer

c. geography

d. product

e. size

The workload method __________.

a. determines a fair and equitable compensation plan based on a weighted system for

sales of different types of items or from different-sized territories

b. identifies the target market that most closely meets the special skills of the salesforce

c. determines the size of a salesforce by integrating the number of customers served, call

frequency, call length, and available selling time to arrive at a salesforce size figure

d. describes what is to be achieved and where and how the selling effort of salespeople

is to be deployed

e. determines when a company’s salesforce becomes more profitable than independent

sales agents to sell its company’s product(s)

A formula-based method for determining the size of a salesforce that integrates the number

of customers served, call frequency, call length, and available selling time to arrive at a

salesforce size is referred to as a __________.

a. workload method

b. workhorse method

c. sales equity formula

d. territory distribution matrix

e. salesforce allocation method

The __________ is a common formula-based approach for determining the size of a salesforce.

a. sales response function

b. account management method

c. workhorse method

d. salesforce allocation method

e. workload method

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement

except the flowers. It sells to 10,000 flower and gift shops and 5,000 supermarkets

nationwide. Each florist is called on four times a month and each supermarket is called on

twice a month. Assume a 52-week calendar year and that each salesperson takes a four-

week vacation. A sales call to a florist takes one hour of selling time, and a sales call to a

supermarket takes two hours of selling time. An average salesperson spends 1,000 hours

per year making sales calls. Calculate the number of salespeople Diamond Line needs to

cover its account base. The number of salespeople it needs is __________.

a. 15

b. 52

c. 240

d. 480

e. 720

What type of management policies 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?

a. sales response management policies

b. territorial management policies

c. account management policies

d. customer management policies

e. salesforce management policies

Account management policies refer to policies that __________.

a. specify how salespeople will be compensated and how sales per formance 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 forecasting

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.

a. sales response

b. account

c. territorial

d. customer

e. prospect

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?

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.


customers according to level of opportunity and the firm’s competitive sales position. “B”




b. Take advantage of a good opportunity if the sales organization can overcome its weak

position.

c. Emphasize a heavy sales organization position or shift resources to other accounts if a

stronger sales organization position is impossible.


build accounts.




customers according to level of opportunity and the firm’s competitive sales position. “C”




b. Accounts should emphasize a heavy sales organization position or shift resources to

other accounts if a stronger sales organization position is impossible.

c. Accounts are somewhat attractive because the sales organization has a strong position,

but future opportunity is limited.


build accounts.




customers according to level of opportunity and the firm’s competitive sales position. “D”


a. Accounts should emphasize a heavy sales organization position or shift resources to

other accounts if a stronger sales organization position is impossible.

b. Consider (1) replacing personal calls with telephone sales or direct mail to service


c. Accounts offer little opportunity and the sales organization position is weak .


build accounts.



When using an account management policy grid, an account would replace personal calls

with telemarketing or direct mail if the account opportunity level assessment is __________.

a. high, and the sales organization has a strong competitive position

b. low, and the sales organization has a strong competitive position

c. high, and there is a likelihood that a strong competitive position can be achieved

d. low, and the sales organization has a low competitive position

e. high, and the sales organization has strong competitive position

When using an account management policy grid, an account would receive a high level of

sales calls if the account opportunity level assessment is

a. high, and the sales organization has a weak competitive position.

b. low, and the sales organization has a strong competitive position.

c. high, and there is likelihood that a strong competitive position can be achieved.

d. low, and the sales organization has a low competitive position .

e. high, and the sales organization has strong competitive position .

The three major tasks involved in the implementation stage of the sales management

process are: salesforce recruitment and selection; salesforce training; and __________.

a. setting sales objectives

b. developing account management policies

c. salesforce motivation and compensation

d. salesforce evaluation

e. assignment of territories and/or accounts

There are three major tasks involved in the implementation stage of the sales management

process: salesforce motivation and compensation, salesforce training, and __________.

a. salesforce recruitment and selection

b. developing account management policies

c. assignment of territories and/or accounts

d. setting sales objectives

e. salesforce evaluation

There are three major tasks involved in the implementation stage of the sales management

process: salesforce recruitment and selection; __________; and salesforce motivation and

compensation.

a. setting sales objectives

b. salesforce training

c. salesforce evaluation

d. assignment of territories and/or accounts

e. developing account management policies

According to the textbook, one of the MOST crucial tasks of sales management is __________.

a. salesforce evaluation

b. setting sales objectives

c. developing account management policies

d. salesforce motivation and compensation

e. effective recruitment and selection of salespeople

A job analysis is a __________.

a. thorough evaluation of a salesperson’s performance based upon both input and output

objectives

b. detailed assessment to determine what occurred at which stage in the selling process

that prevented a qualified lead from being converted into a sale

c. study of a particular sales position, including how the job is to be performed and the

tasks that make up the job

d. protocol used to assign relative weights to various aspects of the selling process to

create an individualized compensation plan

e. written document that describes the job relationships and requirements that

characterize each sales position

Information from a __________ is used to write a job description.

a. job analysis

b. salesforce compensation plan

c. sales plan

d. sales performance audit

e. personnel performance plan

A __________ is a written document that describes job relationships and requirements that

characterize each sales position.

a. sales plan

b. job analysis

c. performance contract

d. job description

e. personal performance plan

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson

reports and how a salesperson interacts with other company personnel.

a. job description

b. sales plan

c. job analysis



A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts

with other company personnel; (3) the customers to be called on; (4) the specific activities

to be carried out; (5) the physical and mental demands of the job; and (6) the types of

products and services to be sold.

a. job description

b. sales plan

c. job analysis



A job description is a written document that describes job relationships and requirements

that characterize each sales position. Once established, the job description is then

translated into a __________.

a. statement of credentials

b. statement of intelligence

c. statement of job qualifications

d. statement of requirements

e. statement of education

The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered

necessary to perform a job successfully are contained in a __________.

a. statement of credentials

b. statement of training

c. statement of education

d. statement of experience

e. statement of job qualifications

Attributes such as imagination and problem-solving ability, strong work ethic, honesty,

intimate product knowledge, effective communication and listening skills, and attentiveness

reflected in responsiveness to buyer needs and customer loyalty and follow-up are found

in a __________.

a. job analysis

b. job description

c. statement of credentials

d. statement of qualifications

e. statement of experience

The ability to understand one’s own emotions and the emotions of people with whom one

interacts on a daily basis is referred to as __________ .

a. empathetic intelligence

b. emotional empathy

c. emotional intelligence

d. subliminal intelligence

e. cognitive empathy

Emotional intelligence refers to __________.

a. the ability to anticipate and overcome a potential customer’s objections

b. a method of measuring the potential of people who have not had formal schooling

c. a measurement to determine a person’s patience in stressful selling situations

d. the ability to pick up personal cues, ticks, or tells, that help salespeople read their

customers in order to make a sale

e. the ability to understand one’s own emotions and the emotions of people with whom

one interacts on a daily basis

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to

manage one’s emotions and impulses; empathy; and social skills.

a. the ability to read body language

b. sense of humor

c. self-motivation

d. the ability to be positive

e. a need to be in control

There are five dimensions to emotional intelligence: self-motivation; __________; the ability to

manage one’s emotions and impulses; empathy; and social skills.


b. sense of humor

c. the ability to be positive

d. self-awareness


There are five dimensions to emotional intelligence: self-motivation; self-awareness;

__________: empathy; and social skills.


b. sense of humor

c. the ability to be positive

d. the ability to manage one’s emotions and impulses


There are five dimensions to emotional intelligence: self-motivation; self-awareness; the

ability to manage one’s emotions and impulses; __________; and social skills.

a. empathy

b. sense of humor

c. the ability to read body language

d. the ability to be positive


Which of the following statements about salesforce training is most accurate?

a. The training of sales managers is both expensive and extensive, unlike the training of

salespeople, which is relatively inexpensive and short-term.

b. A major flaw in the sales industry is a lack of employer-sponsored training.

c. Sales ability is instinctive; it cannot be taught.

d. Whereas recruitment and selection of salespeople is a onetime event, salesforce training

is an ongoing process that affects both new and seasoned salespeople.

e. A limitation of sales training is that it is too narrowly focused on “making the sale”

rather than on learning new business skills.

Which type of salesforce training is the most popular type of training?

a. individual instruction

b. on-the-job training

c. formal classes

d. seminars taught by sales trainers

e. computer-based training

Research indicates that there are four key factors involved with salesforce motivation: (1)

__________; (2) effective sales management practices; (3) a personal need for achievement;

and (4) proper compensation, incentives, or rewards.

a. a clear job description

b. constructive criticism

c. an opportunity for professional growth

d. a moderate degree of competitive spirit within a team

e. adequate time for bookkeeping and paperwork

Research indicates that there are four key factors involved with salesforce motivation: (1) a

clear job description; (2) __________; (3) a personal need for achievement; and (4) proper

compensation, incentives, or rewards.

a. an opportunity for professional growth

b. a moderate degree of competitive spirit within a team

c. effective sales management practices

d. constructive criticism

e. adequate time for bookkeeping and paperwork

Research indicates that there are four key factors involved with salesforce motivation: (1) a

clear job description; (2) effective management practices; (3) __________; and (4) proper

compensation, incentives, or rewards.

a. an opportunity for professional growth

b. a personal need for achievement

c. constructive criticism

d. adequate time for bookkeeping and paperwork

e. a moderate degree of competitive spirit within a team

The three commonly used compensation plans are __________.

a. incremental salary, input-based commission, and output-based commission

b. straight salary, straight commission, and graded-scale competitive pay

c. percentage of sales, percentage of profits, and straight salary

d. straight salary, straight commission, and a combination of salary and commission

e. straight commission, percentage of market share, and a combination of sa lary and

commission

With a __________ compensation plan, a salesperson is paid a fixed fee per week, month, or

year.

a. sales response

b. combination

c. straight salary

d. straight commission

e. market share

An advantage of the straight salary compensation plan is that __________.

a. it provides an incentive to expand sales volume

b. it can be easily adapted to changes in the economy

c. it doesn’t include nonselling activities that take time away from selling

d. salaries can be lower

e. it is easy to administer

When Daniel was hired to work for Bush Refrigeration Company, he was told, “The sales

training program is 18 weeks, and we’ll pay you $750 per week during that time.” While

in training, the company used a __________ compensation plan to compensate Daniel for his

time and effort.

a. sales response

b. combination

c. straight salary


e. market share

A straight commission compensation plan is one __________.

a. that assigns the same commission percentage regardless of a product’s value, number

sold, or difficulty level of the sales effort

b. in which a salesperson is paid a specified salary plus a commission and/or bonus on

sales generated

c. that determines fair and equitable compensation that includes a weighted system for

different types of items or different sized territories

d. in which the salesperson is paid a fixed amount per week, month, or year

e. in which a salesperson’s earnings are directly tied to the sales or profits he or she

generates

With a __________ compensation plan, a salesperson’s earnings are directly tied to sales or

profits generated.

a. sales response

b. combination

c. straight sales


e. market share

Which type of compensation plan provides the maximum amount of selling incentive?

a. sales response

b. market share

c. combination

d. straight sales

e. straight commission

A disadvantage of a straight commission compensation plan is that __________.

a. it provides incentive to expand sales volume

b. it can discourage salespeople from providing customer service

c. it includes nonselling activities that take time away from selling

d. the overall compensation is usually lower than a straight salary compensation plan

e. it is difficult to administer

A straight commission compensation plan is well-suited to sales positions in which __________.

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

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.

a. sales response

b. combination

c. straight sales


e. market share

With a __________ compensation plan, a salesperson is paid a specified salary plus a

commission on sales or profits generated.

a. sales response

b. combination

c. straight sales


e. market share

The most frequently used compensation plan for salespeople is the __________ compensation

plan.

a. straight salary

b. straight commission

c. combination

d. weighted

e. market share

White Chemical Company is examining its selling strategy and one of the issues that needs

attention is the role its sales staff has in undertaking sales support (non-selling) activities;

yet it wants to keep the salespeople directed towards increasing sales for the next year. If

you did not know which plan the firm presently uses, what advice would you give?

a. Provide a base salary and a commission on sales generated.

b. Give a raise to every salesperson as a motivational incentive.

c. Provide year-end bonuses to reward the salesforce personnel who perform the best.

d. Offer straight salaries and give raises if the sales go up.

e. Offer straight commission and if sales improve, raise the commission rates.

Which of the following statements regarding salesforce compensation plans is most accurate?

a. The most preferred compensation plan among sales people is the straight commission

plan.

b. Nonmonetary rewards are not very effective as salesforce motivators.

c. New recruits are often more productive than seasoned professionals.

d. Ineffective practices often lead to costly salesforce turnovers.

e. The expense of training a new salesperson, including the cost of lost sales, is still lower

than having to use a salary plus commission plan.

____________ gives its outstanding salespeople some unconventional rewards that include

new pink Cadillacs and jewelry.

a. The Home Shopping Network

b. General Motors

c. Tupperware

d. World Book Encyclopedia

e. Mary Kay Cosmetics

Quantitative assessments of sales performance may be based on input-related objectives

set forth in the sales plan, such as those involving __________.

a. new sales, new lead generation, and customer billing

b. sales calls, selling expenses, and account management policies

c. selling expenses, profits generated, and account management policies

d. new lead generation, sales quotas, and sales increases over the previous evaluation

period

e. recruitment, selection, and training of new sales representatives

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

such as __________.

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

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office,

or sales district for a stated time period.

a. sales call report

b. selling expense report

c. sales quota

d. last year/current year sales ratio report

e. salesforce plan

A sales quota identifies _____.

a. the ratio of sales calls made to actual sales closed

b. the minimum number of sales that must be made before a salesperson can be paid

c. the maximum threshold for satisfactory performance during an annual performance

evaluation

d. the maximum number of sales that can be made before receiving a commission on

sales

e. the specific goals assigned to a salesperson, sales team, branch sales office, or sales

district for a stated time period

A sales quota contains goals, such as sales produced, accounts generated, profit achieved,

and/or __________.

a. sales of specific products

b. new clients contacted

c. reports filed

d. complaints received

e. customer enquiries

All of the following are behavioral measures that are used to evaluate salespeople EXCEPT

__________.

a. attitude

b. product knowledge

c. sales

d. communication skills

e. appearance

Behavioral measures used to evaluate salespeople include assessments of a salesperson’s

__________, attention to customers, product knowledge, selling and communication skills,

appearance, and professional demeanor.

a. attitude

b. patience

c. intelligence

d. personal values

e. personal ethics

About __________ of U.S. companies now include customer satisfaction as a behavioral


a. 30%

b. 40%

c. 50%

d. 60%

e. 70%

About 60 percent of U.S. companies now include __________ as a behavioral measure of

salesperson performance.


b. customer satisfaction

c. the ability to form analogies

d. the ability to manage budgets

e. a harnessed need for power or authority

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


a. demonstrative

b. sensitive

c. cognitive

d. emotional

e. behavioral

MooreChem created a marketing dashboard for each of its sales representatives. These

dashboards included seven measures—sales revenue, gross margin, selling expense, profit,

average order size, new customers, and customer satisfaction. Each metric was gauged to

show actual salesperson performance __________.

a. in terms of company rank

b. relative to the rest of the sales team

c. relative to target goals

d. plus expectations for the next two years

e. based upon previous years of experiences

As a sales manager, you note that one of your salespeople has exceeded his sales target

but is well below his profit goal. The best explanation for this performance is that __________.

a. the salesperson has not been working hard enough

b. the salesperson is selling too many high margin products

c. the salesperson’s sales quota is too low

d. the salesperson is selling too many low margin products

e. the salesperson’s sales quota is too high

The use of computer, information, communication, and Internet technologies to make the

sales function more effective and efficient is referred to as____________.

a. automated selling

b. direct selling

c. salesforce automation

d. salesforce computerization

e. salesforce networking

SFA is an acronym for __________.

a. sales force automation

b. sales factory automation

c. sales flexible automation

d. sales functional automation

e. sales frequency automation

Salesforce automation is the use of _________ to make the sales function more efficient and

effective.

a. workload method

b. territory matrixes

c. sales equity formulas

d. technology

e. policies

Hewlett-Packard recently shifted its entire U.S. salesforce into home offices and saved

millions in staff salaries and office rent despite the expense of equipping each home office

with a notebook computer, fax/copier, mobile phone, two phone lines, and office furniture.

Such decreased selling costs are among the benefits of __________.

a. direct selling

b. inbound teleselling

c. salesforce networking

d. account management policies

e. salesforce automation

Salespeople for Godiva Chocolates use their laptop computers to process orders, plan time

allocations, forecast sales, and communicate with Godiva personnel and customers. The

use of __________ helps the Godiva salesforce provide customer service.

a. technology

b. time management software

c. order processing software

d. proposal presentation software

e. salesforce networking

Salespeople for Timex watches use their laptop computers to process orders, plan time

allocations, forecast sales, and communicate with Timex personnel and customers. The use

of __________ helps the Timex salesforce provide customer service.

a. time management

b. order processing

c. technology

d. proposal generation

e. WebEx

A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in

DVD capabilities to provide interactive presentations for their computerized tomography

(CT) and magnetic resonance imaging (MRI) scanners. With it, the customer sees elaborate

three-dimensional animations, high-resolution scans, and video clips of the company’s

products in operation as well as narrated testimonials from satisfied customers. Such

technological capabilities have made it effective both for sales presentations and for training

salespeople. This is an example of the use of ___________.

a. specialized order takers

b. sales management principles

c. customer relationship management

d. salesforce technology

e. account management policies

Facsimile, e-mail, and voice mail are common __________ technologies salespeople use today.

a. tablet device

b. communication

c. cutting-edge

d. computer

e. social media

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

technology.

a. Internet

b. facsimile

c. voice-mail

d. smartphone

e. web camera

What was responsible for reversing Xerox’s decline?

a. frequent sales calls on its retailers to build trust

b. a sales organization that focused on customer relationships

c. the gathering of competitive intelligence

d. a reactive approach to establishing channels of distribution

e. the effective use of cold canvassing sales calls

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping

customers solve their business problems rather than just placing more equipment in their

office.

a. multi-tiered sales system

b. salesforce automation system

c. product-oriented sales organization

d. geographic-oriented sales organization

e. consultative selling model

The sales process at Xerox typically follows the six stages of the personal selling process.

During the first stage, Xerox identifies potential clients through __________.

a. responses to advertising, referrals, and telephone calls

b. sending their salesforce to visit competitors’ customers

c. sending their salesforce to visit former customers to win them back

d. an agreement with local repair shops that supply customer information in exchange for

the right to carry Xerox products in their stores

e. selling printer paper with the Xerox watermark to create brand awareness


During the second stage, the salesforce prepares for a presentation by __________.

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

presentation


During the third stage, a Xerox sales representative approaches the prospect and suggests

__________.

a. several product alternatives

b. several solutions to perceived problems the salesforce has identified

c. different pricing options

d. a meeting and presentation

e. a visit to corporate headquarters for a complete tour of the facilities


During the fourth stage, as the presentation begins, the salesperson __________.

a. explains why competitor ’s products are inferior

b. summarizes relevant information about potential solutions

c. requests a meeting with the company gatekeeper

d. requests a meeting with the official buyer to determine the possibility of a sale

e. gets a signed document or confirmation of the sale


During the fifth stage, the salesperson engages in __________ (gets a signed document or a

firm confirmation of the sale).

a. a soft close

b. an interrogative close

c. an urgency close

d. an action close

e. a conditional close


During the sixth stage, the salesperson continues to meet and communicate with the client

to __________.

a. remove all competitors’ products from the clients’ offices

b. sell ancillary and complementary products

c. provide assistance and monitor the effectiveness of the installed solution

d. request leads for other potential sales

e. offer special price incentives for future pre-buys

The Xerox salesforce is divided into four __________ organizations.

a. profit

b. geographic

c. customer

d. market

e. product life cycle

The Xerox sales force is divided into four geographic organizations: North America, Europe,

Global Accounts, and Developing Markets. Within each geographic area, the majority of

Xerox products and services are typically sold through its __________.

a. distributors

b. indirect salesforce

c. order takers

d. direct salesforce

e. telemarketers

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox

has a recognition program called the __________ in which the top performers are awarded a

five-day trip to one of the top resorts in the world.

a. President’s Club

b. Keener ’s Club

c. Prestige Club

d. Triumph Club

e. Kudos Club

Xerox uses a __________ compensation plan to compensate its salesforce.

a. sales response

b. combination

c. straight salary


e. sales function

Perhaps the most well-known component of Xerox’s sales management process is its

__________.

a. stellar business reputation

b. sustainability programs

c. sales representatives training program

d. challenging and dynamic environment

e. use of information technology

Busi 330 quiz 7 liberty university answers solutions 100

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