Exam 14: Personal Selling and Customer Service

A) winning new customers by disparaging competitors.
B) listening carefully to identify a customer's real objections.
C) closing the sale.
D) working with customers in difficult customer service situations.
E) how to be more effective in cold calls on new prospects.

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A) be easy for salespeople to understand.
B) use the same commission rates on all products,if commissions are used at all.
C) be based on salary or commission,but not a combination of the two.
D) use a percentage of dollar sales in calculating compensation-if commissions are used.
E) None of these answers is correct.

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A) create interest
B) open sale
C) overcome objections
D) close sale
E) contact buyer

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A) close
B) prospect
C) sales quota
D) job description
E) proposal

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A) searching for prospects.
B) making sales presentations.
C) planning sales presentations.
D) preparing job descriptions.
E) following up after the sale.

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A) The salesperson rarely serves as a link between the firm and its customers.
B) The salesperson represents the customer back inside the selling firm.
C) The salesperson also holds titles such as management specialist and chief engineer.
D) The salesperson only aims to sell the customer.
E) A salesperson is seldom responsible for negotiating prices or diagnosing technical problems.

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A) retailer's order taker.
B) missionary salesperson.
C) supporting salesperson.
D) retailer's order getter.
E) technical specialist.

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A) straight salary
B) combination plan
C) straight commission
D) bonus plan

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A) should be detailed enough that it lists the specific tasks to be performed.
B) should be in writing but should be quite general,so that it doesn't reduce the sales manager's flexibility in assigning jobs.
C) should look pretty much the same from one company to another.
D) is not very useful,since the job is always changing.
E) is a verbal job agreement.

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A) selling formula approach.
B) target market presentation.
C) consultative selling approach.
D) prepared sales presentation.
E) motivational marketing.

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A) Prospecting focuses on identifying new customers.
B) A sales rep needs to set priorities for all prospects-both old and new.
C) A sales rep must qualify potential customers.
D) CRM systems help with the process of prospecting.
E) All these statements are true.

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A) Good salespeople present both the advantages and the disadvantages of their products.
B) Helping to buy is good selling.
C) Personal selling is often a company's smallest single operating expense.
D) A salesperson is often a representative of the whole company.

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A) a company with salespeople on a combination plan and low sales volume
B) a company with salespeople on straight salary and low sales volume
C) a company with straight commission salespeople and high sales volume
D) a company with salespeople on straight salary and high sales volume
E) a company with straight commission salespeople and low sales volume

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A) Customer response to telemarketing is the same in both business markets and final consumer markets.
B) Telemarketing can extend personal selling efforts to new target markets.
C) Telemarketing can save time and money for the seller.
D) Telemarketing can increase the frequency of contact with current customers.
E) Telemarketing can provide needed support for customers in e-commerce situations.

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