Question 1

Order getters

Accepted Answer

A)   are concerned with establishing relationships with new customers and developing new business.
B)   sell to the regular or established customers, complete most sales transactions, and maintain relationships with their customers.
C)   usually handle all adjustments or complaints.
D)   routinely complete sales made regularly to target customers.
E)   are usually responsible for answering any final questions and completing the sale.

Question 2

HP's customers often need help installing its mini computer systems, so HP should support the efforts of its order getters with:

Accepted Answer

A)   sales promotion specialists.
B)   selling aids.
C)   missionary salespeople.
D)   technical specialists.
E)   order takers.

Question 3

Most sales managers offer their salespeople a "combination plan" because this method of compensation provides a balance between incentive and security.

Accepted Answer

A) True 
 B)False

Question 4

A salesperson who completes routine sales made regularly to target customers is an order taker.

Accepted Answer

A) True 
 B)False

Question 5

Jeffrey O'Donnell works for a producer of dairy products and knows all about these products. He is responsible for only two very large chain customers. Other sales reps, like Jeffrey, call on other large chains for this producer. They regularly call on the central offices of these big retail chains and encourage them to buy the company's full line. Jeffrey is:

Accepted Answer

A)   a missionary salesperson.
B)   a retail order taker.
C)   a technical specialist.
D)   a manufacturers' agent.
E)   a member of his company's major accounts sales force.

Question 6

A salesperson who seeks possible buyers with a well-organized sales presentation designed to get new business is:

Accepted Answer

A)   a technical specialist.
B)   a supporting salesperson.
C)   an order getter.
D)   a missionary salesperson.
E)   an order taker.

Question 7

Customer service reps

Accepted Answer

A)   work with customers to resolve problems that arise at the time of purchase.
B)   work for producers calling on their intermediaries and their customers.
C)   provide technical assistance to order-oriented salespeople.
D)   work with customers to resolve problems that arise with a purchase, usually after the purchase has been made.
E)   are invaluable in working with business customers, but not final consumers.

Question 8

Kyra Hanover is an order getter for a modern wholesaler. Kyra is LEAST likely to be involved with:

Accepted Answer

A)   repairing products returned to retailers by customers.
B)   conducting demonstrations for retailers' salespeople and customers.
C)   checking stock to determine what retailers should order.
D)   helping to plan special promotions and advertising for retailers.
E)   serving as a marketing advisor to her retailers.

Question 9

A sales rep might use new software for ______________ to provide a competitive advantage.

Accepted Answer

A)   sales forecasting
B)   spreadsheet analysis
C)   electronic presentations
D)   customer contacts
E)   any or all of these software could help provide a competitive advantage

Question 10

Betti Hallmark sells women's clothing and gets most of her business from regular customers who have bought from her before. Betti never tries to sell anything before first trying to determine each customer's specific needs. Once she understands the customer's needs, Betti helps the customer understand her own needs and then shows how some product will fill those needs. Betti's sales presentation uses the:

Accepted Answer

A)   "canned" approach.
B)   target market presentation.
C)   selling formula approach.
D)   consultative selling approach.
E)   None of these is a good answer.

Question 11

The "selling formula approach" to sales presentations assumes that something is known about the target customer's needs and attitudes.

Accepted Answer

A) True 
 B)False

Question 12

______________ would be LEAST LIKELY to use supporting salespeople.

Accepted Answer

A)   Supermarkets
B)   Producers of prescription drugs
C)   Producers of business accessories
D)   Producers of consumer staples
E)   Merchant wholesalers of installations

Question 13

Customer service reps:

Accepted Answer

A)   are advocates for the customer.
B)   solve problems after a purchase.
C)   are advocates for the company.
D)   promote the customer's next purchase.
E)   all of these alternatives are correct.

Question 14

Marketing managers should make specific strategy decisions about:

Accepted Answer

A)   how many and what kind of salespeople are needed.
B)   how salespeople should be compensated and motivated.
C)   what kind of sales presentation should be used.
D)   how salespeople should be selected and trained.
E)   All of these alternatives are correct.

Question 15

Customers for complicated installations and accessories usually expect a sales rep

Accepted Answer

A)   to know all the technical details of the product.
B)   to be able to discuss general business conditions with their top executives.
C)   to know the details of the customer firm's particular applications of the product.
D)   to use a well-organized sales presentation to get their business.
E)   All of these alternatives are correct.

Question 16

People who help order-oriented salespeople--but don't try for orders themselves are:

Accepted Answer

A)   technical specialists.
B)   missionary salespeople.
C)   supporting salespeople.
D)   All of these are correct.

Question 17

Gloria Highnote works for CD Wholesale. She helps CD's retailer-customers set up their cooperative advertising, helps train the retailer's salespeople, and gives CD feedback on how sales promotion ideas are working. Gloria is:

Accepted Answer

A)   a technical specialist.
B)   a customer service rep.
C)   an order getter.
D)   an order taker.
E)   a missionary salesperson.

Question 18

It is the sole responsibility of the sales manager to decide what types of tools are needed and how they will be used.

Accepted Answer

A) True 
 B)False

Question 19

Use this information for question that refer to the "Salespeople" case. Wilson Alvaro graduated with a marketing degree almost a year ago. Like many of his friends, he took a job in sales and really enjoys it. A description of Wilson's job and those of some of his friends are noted below.
Wilson Alvaro loves biking and has his dream job. He works for a wholesale company that sells mountain bikes for a manufacturer. He works with a small group of people who call on the buying offices for two large retail chains, Wal-Mart and Toys R Us. The group includes a finance person and a production person, and they all work together to meet the specific needs of these two big accounts; for example, sometimes they recommend a model of bike that will be available from only that retailer's stores. However, Wilson's main job focuses on building relationships and solving customer problems. Only occasionally is he expected to try to persuade the retailers to buy more bikes.
Amy Bowden sells life insurance. She calls on new parents and persuades them to buy insurance products. It is difficult for a manager to control Amy's work, but she has incentive to work hard because her job security and income depend on getting sales. She is a confident self-starter, so she likes it that way.
Ben Peterson works for a fashionable men's clothing store. He enjoys spending time with customers who come in, learning about their fashion needs, and helping them pick clothes that really work for them. While the store manager can easily observe and direct Ben's activities, the manager wants Ben to have the incentive to increase customer purchases and satisfaction.
Emily Winters handles inside sales for a major industrial distributor. She deals with a regular set of established customers, most of whom know what they want. Emily talks to them on the phone and answers questions about products, delivery time, and pricing. She sometimes works with outside sales reps who visit customers and help introduce new products. Emily is the first person her customers call when there's a problem with a purchase, so she spends a lot of time dealing with customer problems. As an inside salesperson, Emily's work is easily supervised by a sales manager - and she has little influence on how much her customers buy.
Melissa Tran works for a company that sells paper products (like napkins, paper towels, and paper plates)  primarily through small independent grocers. Most of the grocers are regular customers, but sometimes she makes cold calls to new grocery stores. Melissa's job is to develop goodwill and try to increase sales. For example, she often sets up special promotional displays in stores. Her compensation plan gives her income security, but she also can receive a bonus for sales growth in her territory.
Charlie Riggs is a telemarketer for an Internet service provider. He calls people on a list provided by his firm and tries to sign them up for Internet service. Charlie relies heavily on a presentation he learned during his training. Charlie is very good at what he does and loves that the more success he has the more he earns.
Which salesperson's main sales task is supporting?

Accepted Answer

A)   Wilson Alvaro
B)   Melissa Tran
C)   Emily Winters
D)   Ben Peterson

Question 20

Customer service is different from the service that is part of the product that a customer buys because it usually involves a breakdown in some aspect of the marketing mix.

Accepted Answer

A) True 
 B)False

Exam 14: Personal Selling and Customer Service

Correct Answer
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Correct Answer
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Correct Answer
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A salesperson who seeks possible buyers with a well-organized sales presentation designed to get new business is:

Correct Answer
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People who help order-oriented salespeople--but don't try for orders themselves are:

Correct Answer
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Customers for complicated installations and accessories usually expect a sales rep

Correct Answer
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Customer service reps:

Correct Answer
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Kyra Hanover is an order getter for a modern wholesaler. Kyra is LEAST likely to be involved with:

Correct Answer
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Gloria Highnote works for CD Wholesale. She helps CD's retailer-customers set up their cooperative advertising, helps train the retailer's salespeople, and gives CD feedback on how sales promotion ideas are working. Gloria is:

Correct Answer
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HP's customers often need help installing its mini computer systems, so HP should support the efforts of its order getters with:

Correct Answer
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Customer service reps

Correct Answer
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The "selling formula approach" to sales presentations assumes that something is known about the target customer's needs and attitudes.

Correct Answer
verified

A salesperson who completes routine sales made regularly to target customers is an order taker.

Correct Answer
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______________ would be LEAST LIKELY to use supporting salespeople.

Correct Answer
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It is the sole responsibility of the sales manager to decide what types of tools are needed and how they will be used.

Correct Answer
verified

Marketing managers should make specific strategy decisions about:

Correct Answer
verified

A sales rep might use new software for ______________ to provide a competitive advantage.

Correct Answer
verified

Order getters

Correct Answer
verified

Most sales managers offer their salespeople a "combination plan" because this method of compensation provides a balance between incentive and security.

Correct Answer
verified

Customer service is different from the service that is part of the product that a customer buys because it usually involves a breakdown in some aspect of the marketing mix.

Correct Answer
verified

Exam 14: Personal Selling and Customer Service

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A salesperson who seeks possible buyers with a well-organized sales presentation designed to get new business is:

Correct AnswerverifiedShow Answer

People who help order-oriented salespeople--but don't try for orders themselves are:

Correct AnswerverifiedShow Answer

Customers for complicated installations and accessories usually expect a sales rep

Correct AnswerverifiedShow Answer

Customer service reps:

Correct AnswerverifiedShow Answer

Kyra Hanover is an order getter for a modern wholesaler. Kyra is LEAST likely to be involved with:

Correct AnswerverifiedShow Answer

Gloria Highnote works for CD Wholesale. She helps CD's retailer-customers set up their cooperative advertising, helps train the retailer's salespeople, and gives CD feedback on how sales promotion ideas are working. Gloria is:

Correct AnswerverifiedShow Answer

HP's customers often need help installing its mini computer systems, so HP should support the efforts of its order getters with:

Correct AnswerverifiedShow Answer

Customer service reps

Correct AnswerverifiedShow Answer

The "selling formula approach" to sales presentations assumes that something is known about the target customer's needs and attitudes.

Correct AnswerverifiedShow Answer

A salesperson who completes routine sales made regularly to target customers is an order taker.

Correct AnswerverifiedShow Answer

______________ would be LEAST LIKELY to use supporting salespeople.

Correct AnswerverifiedShow Answer

It is the sole responsibility of the sales manager to decide what types of tools are needed and how they will be used.

Correct AnswerverifiedShow Answer

Marketing managers should make specific strategy decisions about:

Correct AnswerverifiedShow Answer

A sales rep might use new software for ______________ to provide a competitive advantage.

Correct AnswerverifiedShow Answer

Order getters

Correct AnswerverifiedShow Answer

Most sales managers offer their salespeople a "combination plan" because this method of compensation provides a balance between incentive and security.

Correct AnswerverifiedShow Answer

Customer service is different from the service that is part of the product that a customer buys because it usually involves a breakdown in some aspect of the marketing mix.

Correct AnswerverifiedShow Answer

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