Question 1

customer who wants or needs the product is referred to as a __________.

Accepted Answer

A)   hot lead
B)   cold call
C)   lead
D)   prospect
E)   qualified prospectF) B) and D)
G) C) and D)

Question 2

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving __________.

Accepted Answer

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 representativesF) A) and D)
G) A) and E)

Question 3

was responsible for reversing Xerox's decline?

Accepted Answer

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 callsF) D) and E)
G) B) and D)

Question 4

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

Accepted Answer

A)   setting sales objectives
B)   salesforce training
C)   salesforce evaluation
D)   assignment of territories and/or accounts
E)   developing account management policiesF) A) and C)
G) A) and D)

Question 5

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Accepted Answer

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, …."F) None of the above
G) C) and E)

Question 6

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.

Accepted Answer

A)   a stimulus-response presentation
B)   a transactional sales presentation
C)   need-satisfaction selling
D)   consultative selling
E)   formula sellingF) None of the above
G) C) and E)

Question 7

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 __________.

Accepted Answer

A)   partnership selling
B)   missionary selling
C)   order taking
D)   team selling
E)   formula sellingF) B) and C)
G) A) and E)

Question 8

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.

Accepted Answer

A)   output-related
B)   input-related
C)   behavior-related
D)   cold-call related
E)   market-relatedF) A) and B)
G) A) and C)

Question 9

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

Accepted Answer

A)   straight salary
B)   straight commission
C)   combination
D)   weighted
E)   market shareF) A) and D)
G) C) and E)

Question 10

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or reorders for products that were already sold to the customer by the company and they are responsible for preserving an ongoing relationship with existing customers and maintaining sales.The two types of order takers are: 
(1)outside order takers,who visit customers and replenish inventory and (2)inside order takers,who answer simple questions,take orders,and complete transactions with customers.In general,order takers do little selling and often represent simple products that have few options.Order getters must identify prospective customers,provide customers with information,persuade customers to buy,close sales,and follow up on customers' use of a product or service.Like order takers,order getters can be inside or outside.Order getting involves a high degree of creativity and customer empathy and typically is required for selling complex products.

Question 11

sales plan refers to a __________.

Accepted Answer

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 supervisorsF) B) and E)
G) A) and E)

Question 12

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

Accepted Answer

Objections are excuses for not making a purchase commitment or decision.They may be valid and based on the characteristics of the product,or they may be invalid,which reflects prospect skepticism or indifference to the product.The six techniques for handling objections are: 
(1)acknowledge and convert the objection by using the objection as a reason for buying; (2)postpone an immediate response by informing the prospect that the objection will be dealt with later in the presentation; (3)agree and neutralize the objection by comparing relative benefits; (4)accept the objection as valid,probe the prospect for the reason behind it,and attempt to stimulate further discussion on the objection; (5)deny a prospect's objection when it is based on misinformation or is untrue; and (6)ignore the objection when it appears that it is a mere stalling mechanism or is clearly not important to the prospect.When using the above techniques salespeople must be courteous,ethical,and professional in their manner.

Question 13

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.

Accepted Answer

A)   attitude
B)   patience
C)   intelligence
D)   personal values
E)   personal ethicsF) A) and B)
G) A) and C)

Question 14

are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr...

Question 15

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

Accepted Answer

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 HealthcareF) B) and C)
G) B) and E)

Question 16

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

Accepted Answer

A)   5%
B)   10%
C)   25%
D)   36%
E)   50%F) C) and E)
G) B) and C)

Question 17

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 __________.

Accepted Answer

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 highF) B) and E)
G) A) and B)

Question 18

Figure 20-4
-Figure 20-4 above depicts the sales management process that involves three interrelated functions."A" refers to __________.

Accepted Answer

A)   salesforce compensation
B)   salesforce size determination
C)   salesforce communication
D)   sales plan formulation
E)   salesforce trainingF) A) and C)
G) A) and B)

Question 19

Figure 20-4
-Figure 20-4 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Accepted Answer

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

Question 20

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.

Accepted Answer

A)   multi-tiered sales system
B)   salesforce automation system
C)   product-oriented sales organization
D)   geographic-oriented sales organization
E)   consultative selling modelF) B) and C)
G) B) and D)

Exam 20: Personal Selling and Sales Management

customer who wants or needs the product is referred to as a __________.

Correct Answer
verified

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving __________.

Correct Answer
verified

was responsible for reversing Xerox's decline?

Correct Answer
verified

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

Correct Answer
verified

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct Answer
verified

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.

Correct Answer
verified

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 __________.

Correct Answer
verified

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.

Correct Answer
verified

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

Correct Answer
verified

Explain the difference between order takers and order getters.

sales plan refers to a __________.

Correct Answer
verified

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

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.

Correct Answer
verified

are the keys to effective need-satisfaction presentations?

Correct Answer
verified
The need-satisfaction format of sales pr...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

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 __________.

Correct Answer
verified

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."A" refers to __________.

Correct Answer
verified

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Correct Answer
verified
A

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.

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

customer who wants or needs the product is referred to as a __________.

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving __________.

Correct AnswerverifiedShow Answer

was responsible for reversing Xerox's decline?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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 __________.

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain the difference between order takers and order getters.

sales plan refers to a __________.

Correct AnswerverifiedShow Answer

During the presentation stage,a salesperson may encounter objections.What are the six basic techniques for handling objections?

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.

Correct AnswerverifiedShow Answer

are the keys to effective need-satisfaction presentations?

Correct AnswerverifiedThe need-satisfaction format of sales pr...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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 __________.

Correct AnswerverifiedShow Answer

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."A" refers to __________.

Correct AnswerverifiedShow Answer

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."B" refers to __________.

Correct AnswerverifiedA

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.

Correct AnswerverifiedShow Answer

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verified
The need-satisfaction format of sales pr...
View Answer

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A

Correct Answer
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