Question 1

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

Accepted Answer

A)  30
B)  40
C)  50
D)  60
E)  70F) A) and B)
G) C) and D)

Question 2

Aspects of __________ 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.

Accepted Answer

A)  sales response management
B)  account management
C)  territorial management
D)  customer management
E)  prospect managementF) D) and E)
G) A) and B)

Question 3

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?

Accepted Answer

A)  acknowledge and convert the objection
B)  postpone
C)  agree and neutralize
D)  denial
E)  ignore the objectionF) A) and B)
G) B) and D)

Question 4

-Consider Figure 17-4 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Accepted Answer

A)  accounts that the firm should consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping account if unprofitable
B)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
C)  accounts that offer a good opportunity because they have high potential and the sales organization has a strong position
D)  accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)  accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) All of the above
G) A) and C)

Question 5

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

Accepted Answer

A)  distributors.
B)  indirect salesforce.
C)  order takers.
D)  direct salesforce.
E)  telemarketers.F) A) and E)
G) C) and D)

Question 6

A formula selling presentation refers to a format that

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution.
C)  consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect.
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.F) C) and E)
G) A) and B)

Question 7

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.

Accepted Answer

A)  postpone
B)  redirect the conversation
C)  defer to a supervisor
D)  probe by asking additional questions
E)  distract by identifying competitor shortcomingsF) B) and E)
G) All of the above

Question 8

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) C) and D)
G) A) and C)

Question 9

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)

Accepted Answer

A)  it is ultimately the customer who converts a lead into a sale.
B)  only the customer 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.F) D) and E)
G) B) and E)

Question 10

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

Accepted Answer

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)  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.F) C) and D)
G) A) and E)

Question 11

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

Accepted Answer

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.F) C) and E)
G) A) and B)

Question 12

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

Accepted Answer

A)  collaborative selling
B)  team selling
C)  cooperative selling
D)  account selling
E)  formula sellingF) All of the above
G) None of the above

Question 13

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?

Accepted Answer

A)  outside order taking
B)  relationship selling
C)  inside order taking
D)  outside order getting
E)  missionary salesF) C) and D)
G) A) and B)

Question 14

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

Accepted Answer

A)  Currently,there are no federal regulations regarding cold canvassing.
B)  Generally,only 1 in 100 cold canvass calls results in a sale,so it is only effective for costly items.
C)  Cold calling is the most common type of sales prospecting 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.F) A) and D)
G) B) and C)

Question 15

What assumption does the stimulus-response presentation format make?

Accepted Answer

The stimulus-response presentation forma...

Question 16

A trial close refers to

Accepted Answer

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

Question 17

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

Accepted Answer

A)  salesforce compensation
B)  salesforce size determination
C)  sales plan implementation
D)  salesforce communication
E)  salesforce trainingF) None of the above
G) A) and B)

Question 18

-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 store manager engage in?

Accepted Answer

A)  new buy
B)  modified rebuy
C)  straight rebuy
D)  team rebuy
E)  need rebuyF) A) and E)
G) B) and C)

Question 19

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.

Accepted Answer

A)  data mining
B)  preapproach
C)  approach
D)  presentation
E)  prospectingF) None of the above
G) A) and E)

Question 20

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

Accepted Answer

A)  salesforce evaluation.
B)  setting sales objectives.
C)  developing account management policies.
D)  salesforce motivation and compensation.
E)  effective recruitment and selection of salespeople.F) B) and E)
G) C) and D)

Exam 17: Personal Selling and Sales Management

What assumption does the stimulus-response presentation format make?

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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)

Correct Answer
verified

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

Correct Answer
verified

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.

Correct Answer
verified

A trial close refers to

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

Correct Answer
verified

-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 store manager engage in?

Correct Answer
verified

Correct Answer
verified

-Consider Figure 17-4 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Correct Answer
verified

Correct Answer
verified

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.

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

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

Correct Answer
verified

A formula selling presentation refers to a format that

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Aspects of __________ 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.

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

What assumption does the stimulus-response presentation format make?

Correct AnswerverifiedThe stimulus-response presentation forma...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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)

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

A trial close refers to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

-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 store manager engage in?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

-Consider Figure 17-4 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."A" represents what account management policy?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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.

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

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

Correct AnswerverifiedShow Answer

A formula selling presentation refers to a format that

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Aspects of __________ 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.

Correct AnswerverifiedShow Answer

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

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