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Exam 17: Personal Selling and Sales Management

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Question 21

Multiple Choice

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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

F) All of the above
G) B) and E)

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Question 22

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

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

F) B) and D)
G) B) and E)

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Question 23

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The use of teams of sales,service,and technical personnel who work with purchasing,manufacturing,engineering,logistics,and financial executives in customer organizations is referred to as __________.

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.This telephone number is an example of __________.

The sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage,the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale) .

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

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.

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

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 both effective both for sales presentations and for training salespeople.This would be an example of the use of

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation; and (3) salesforce evaluation.

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its salesforce was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

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

A representative from AT&T called Dr.Michaels after he switched to its new U-verse telephone 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.

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.

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

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?

Xerox's decline was reversed with

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

An advantage of a geographical sales organization is that it

The three major tasks involved in the implementation stage of the sales management process are: salesforce recruitment and selection; salesforce training; and __________.