Question 1

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.

Accepted Answer

A)  25%
B)  50%
C)  100% (or the same as) 
D)  200% (or double) 
E)  300% (or triple) F) B) and C)
G) A) and C)

Question 2

Salespeople called outside order takers __________.

Accepted Answer

A)  arrange point-of-purchase displays
B)  sell products tailored to the needs
C)  help design the product displays
D)  train the personnel management
E)  solve most of the technical problemsF) A) and D)
G) A) and C)

Question 3

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.

Accepted Answer

A)  approach
B)  prospecting
C)  preapproach
D)  qualifying
E)  trial closeF) None of the above
G) A) and E)

Question 4

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Accepted Answer

A)  multi-reseller organization
B)  geographical organization
C)  customer sales organization
D)  product/service sales organization
E)  multi-level marketing organizationF) A) and E)
G) A) and B)

Question 5

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

Accepted Answer

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.
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.F) B) and D)
G) A) and D)

Question 6

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as __________.

Accepted Answer

A)  rationalizations
B)  equivocations
C)  refusals
D)  objections
E)  qualificationsF) B) and C)
G) B) and D)

Question 7

Doug Ames sells Mercedes Benz automobiles. During a sales presentation, a qualified prospect said, "Doug, I would really like to buy this car, but you know, the price is just too high." Ames responded, "Sir, you are correct. The price of a Mercedes Benz automobile is high, but look at what you're getting." Ames then proceeded to describe the quality of the materials, the high resale value, and the dependability and prestige associated with the Mercedes Benz brand. What technique did Ames use to handle the prospect's objection?

Accepted Answer

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 techniqueF) A) and B)
G) A) and E)

Question 8

With __________, 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.

Accepted Answer

A)  adaptive selling
B)  formula selling
C)  consultative selling
D)  suggestive selling
E)  relationship sellingF) A) and B)
G) B) and D)

Question 9

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

Accepted Answer

A)  qualified prospect
B)  customer
C)  lead
D)  prospect
E)  gatekeeperF) C) and D)
G) B) and D)

Question 10

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

Accepted Answer

A)  the ability to read body language
B)  sense of humor
C)  the ability to be positive
D)  the ability to manage one's emotions and impulses
E)  a need to be in controlF) None of the above
G) A) and C)

Question 11

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 (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?

Accepted Answer

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.F) B) and C)
G) B) and D)

Question 12

A job analysis refers to

Accepted Answer

A)  a thorough evaluation of a salesperson's performance based upon both input and output objectives.
B)  a 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)  a study of a particular sales position, including how the job is to be performed and the tasks that make up the job.
D)  a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan.
E)  a written document that describes the job relationships and requirements that characterize each sales position.F) B) and D)
G) B) and E)

Question 13

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 __________.

Accepted Answer

A)  sales analysis
B)  formula selling
C)  adaptive selling
D)  consultative selling
E)  key account managementF) B) and C)
G) A) and D)

Question 14

An effective sales plan objective should be

Accepted Answer

A)  general, measurable, and flexible.
B)  profitable, subjective, and measurable.
C)  precise, profitable, and flexible.
D)  precise, measurable, and time specific.
E)  general, flexible, and profitablE.Whatever objectives are set, they should be precise, measurable, and specify the time period over which they are to be achieved.F) All of the above
G) D) and E)

Question 15

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Accepted Answer

A)  adaptive selling.
B)  suggestive selling.
C)  formula selling.
D)  consultative selling.
E)  relationship selling.F) B) and C)
G) A) and E)

Question 16

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

Accepted Answer

A)  individual instruction
B)  on-the-job training
C)  formal classes
D)  seminars taught by sales trainers
E)  computer-based trainingF) B) and C)
G) D) and E)

Question 17

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

Accepted Answer

A)  sales management.
B)  personal selling.
C)  sales promotion.
D)  direct selling.
E)  marketing management.F) B) and D)
G) C) and D)

Question 18

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 __________.

Accepted Answer

A)  statement of job credentials
B)  statement of emotional intelligence
C)  statement of job qualifications
D)  statement of job requirements
E)  statement of job educationF) A) and C)
G) B) and E)

Question 19

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket would be considered a(n)  __________.

Accepted Answer

A)  inside order taker
B)  interactive order taker
C)  outside order taker
D)  inventory clerk
E)  outside order getterF) A) and D)
G) B) and C)

Question 20

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

Accepted Answer

A)  Order getters often replenish a retailer's inventories.
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 the greatest financial investment from the firm.F) A) and E)
G) A) and C)

Exam 17: Personal Selling and Sales Management

Correct Answer
verified

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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.

Correct Answer
verified

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 __________.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Correct Answer
verified

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as __________.

Correct Answer
verified

A job analysis refers to

Correct Answer
verified

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 __________.

Correct Answer
verified

An effective sales plan objective should be

Correct Answer
verified

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.

Correct Answer
verified

Correct Answer
verified

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket would be considered a(n) __________.

Correct Answer
verified

With __________, 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.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Salespeople called outside order takers __________.

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

Correct AnswerverifiedShow Answer

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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 __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Correct AnswerverifiedShow Answer

In the context of the personal selling process, excuses for not making a purchase commitment or decision are referred to as __________.

Correct AnswerverifiedShow Answer

A job analysis refers to

Correct AnswerverifiedShow Answer

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 __________.

Correct AnswerverifiedShow Answer

An effective sales plan objective should be

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket would be considered a(n) __________.

Correct AnswerverifiedShow Answer

With __________, 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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Salespeople called outside order takers __________.

Correct AnswerverifiedShow Answer

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