Question 1

The personal selling process is

Accepted Answer

A)   the activities that begin with the prospecting of potential leads to the final closing of a sale.
B)   the three sales activities that include identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale.
C)   the formalized sales protocol used by a company's sales force to ensure a consistent quality sales presentation.
D)   the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up.
E)   the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and obtaining payment.

Question 2

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.

Question 3

Inside order takers are also referred to as

Accepted Answer

A)   managers.
B)   directors.
C)   prospectors.
D)   salesclerks.
E)   missionary salespeople.

Question 4

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.

Question 5

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through

Accepted Answer

A)   responses to advertising, referrals, and telephone calls.
B)   sending salespeople to visit competitors' customers.
C)   sending salespeople to visit former customers to win them back.
D)   an agreement with local repair shops that supply customer information in exchange for the right to carry Xerox products in their stores.
E)   selling printer paper with the Xerox watermark to create brand awareness.

Question 6

Industry research shows that outside order getters,or field service representatives,spend 41 percent of their time selling,and another __________ percent is devoted to customer service calls.

Accepted Answer

A)   5
B)   10
C)   16
D)   34
E)   48

Question 7

Sales force automation is the use of __________ to make the sales function more efficient and effective.

Accepted Answer

A)   avatars
B)   emotional intelligence
C)   account management policies
D)   technology
E)   suggestive selling techniques

Question 8

Although firms may differ in the specifics of how salespeople are managed,the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

Accepted Answer

Sales management consists of three inter...

Question 9

All of the following are output-related sales objectives except which?

Accepted Answer

A)   unit sales
B)   profit
C)   number of new customers
D)   number of sales calls
E)   dollar sales

Question 10

When a salesperson in the Apple store asks,"Will that be charge or cash? " he has executed which stage of the personal selling process?

Accepted Answer

A)   closing
B)   approach
C)   presentation
D)   handling objections
E)   follow-up

Question 11

Asking the prospect to make a decision on some aspect of the purchase is referred to as __________ close.

Accepted Answer

A)   an urgency
B)   a preemptory
C)   a presumptive
D)   a trial
E)   a final

Question 12

The salesperson's objective is to "ensure that the customer is satisfied with the product or service" during which stage in the personnel selling process?

Accepted Answer

A)   follow-up
B)   prospecting
C)   presentation
D)   preapproach
E)   close

Question 13

An advantage of the straight salary compensation plan is that it

Accepted Answer

A)   provides an incentive to expand sales volume.
B)   can be easily adapted to changes in the economy.
C)   doesn't include non-selling activities that take time away from selling.
D)   allows salaries to be lower.
E)   is easy to administer.

Question 14

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Accepted Answer

A)   explains why competitor's products are inferior.
B)   summarizes relevant information about potential solutions.
C)   requests a meeting with the company gatekeeper.
D)   requests a meeting with the official buyer to determine the possibility of a sale.
E)   gets a signed document or confirmation of the sale.

Question 15

Which of the following is a task involved in managing personal selling?

Accepted Answer

A)   identifying potential target markets
B)   evaluating the performance of individual salespeople
C)   using sales force input to make product modifications
D)   maintaining open communications between sales representatives and all other stakeholders
E)   designing new promotional campaigns for the purpose of generating new sales

Question 16

Figure 17-2

-As shown in Figure 17-2,Box A is the __________ stage in the personal selling process.

Accepted Answer

A)   approach
B)   preapproach
C)   presentation
D)   prospecting
E)   follow-up

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.

Question 18

During a sales call,you respond to a customer's issue by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the objection?

Accepted Answer

A)   postpone
B)   denial
C)   agree and neutralize
D)   ignore
E)   convert

Question 19

The advantage of a product sales organization is that

Accepted Answer

A)   salespeople can develop expertise with technical characteristics, applications, and selling methods for a particular product.
B)   the number of salespersons in the sales force can be reduced.
C)   there is a lower cost for sales calls since this method is chosen for products that inherently have little or no product variation.
D)   it significantly minimizes travel time, expenses, and duplication of selling effort from one territory to another.
E)   fewer sales managers are required since the sales force is paid strictly on commission.

Question 20

Which of the following statements should a salesperson use to postpone a prospect's objection?

Accepted Answer

A)   "I think I might be able to explain that better to you by showing you a diagram after we have looked at these specs."
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 ....."

Exam 17: Personal Selling and Sales Management

Although firms may differ in the specifics of how salespeople are managed,the sales management process has many similarities across firms.Briefly describe the three interrelated functions of the sales management process.

Correct AnswerverifiedSales management consists of three inter...View AnswerShow Answer

Figure 17-2 -As shown in Figure 17-2,Box A is the __________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Sales force automation is the use of __________ to make the sales function more efficient and effective.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

An advantage of the straight salary compensation plan is that it

Correct AnswerverifiedShow Answer

All of the following are output-related sales objectives except which?

Correct AnswerverifiedShow Answer

The personal selling process is

Correct AnswerverifiedShow Answer

Inside order takers are also referred to as

Correct AnswerverifiedShow Answer

When a salesperson in the Apple store asks,"Will that be charge or cash? " he has executed which stage of the personal selling process?

Correct AnswerverifiedShow Answer

The salesperson's objective is to "ensure that the customer is satisfied with the product or service" during which stage in the personnel selling process?

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

Asking the prospect to make a decision on some aspect of the purchase is referred to as __________ close.

Correct AnswerverifiedShow Answer

Which of the following is a task involved in managing personal selling?

Correct AnswerverifiedShow Answer

During a sales call,you respond to a customer's issue by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the objection?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Industry research shows that outside order getters,or field service representatives,spend 41 percent of their time selling,and another __________ percent is devoted to customer service calls.

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage,as the presentation begins,the salesperson

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through

Correct AnswerverifiedShow Answer

The advantage of a product sales organization is that

Correct AnswerverifiedShow Answer

Correct Answer
verified
Sales management consists of three inter...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified