Question 1

A representative from AT&T called Dr. Michaels after he switched to its new U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of ________ call.

Accepted Answer

A)   an assumptive
B)   a preemptive
C)   a follow-up
D)   a prospecting
E)   a courtesyF) B) and E)
G) A) and D)

Question 2

One type of sales objective is ________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Accepted Answer

A)   output-related
B)   input-related
C)   profit-related
D)   expertise-related
E)   behaviorally relatedF) A) and C)
G) B) and C)

Question 3

An effective sales plan objective should be

Accepted Answer

A)   general, measurable, and flexible.
B)   profitable, subjective, and measurable.
C)   precise, profitable, and flexible.
D)   precise, measurable, and time-specific.
E)   general, flexible, and profitable.F) A) and B)
G) A) and D)

Question 4

At White Chemical Co., management is examining its selling strategy and wants to acknowledge the role its sales staff has in undertaking sales support (nonselling)  activities, yet keep the salespeople directed toward increasing sales for the next year. What advice is most likely to be appropriate here?

Accepted Answer

A)   Provide a base salary and a commission on sales generated.
B)   Give a raise to every salesperson as a motivational incentive.
C)   Provide year-end bonuses to reward the sales force personnel who perform the best.
D)   Offer straight salaries and give raises if the sales go up.
E)   Offer straight commission and if sales improve, raise the commission rates.F) None of the above
G) A) and D)

Question 5

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.

Accepted Answer

A)   VALS profile
B)   country of origin
C)   genetic predisposition
D)   education
E)   social classF) B) and E)
G) None of the above

Question 6

Marissa called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Accepted Answer

A)   interactive marketing.
B)   multichannel selling.
C)   outbound telemarketing.
D)   social networking.
E)   inbound telemarketing.F) A) and C)
G) B) and D)

Question 7

Explain the selling model that Xerox uses.

Accepted Answer

In 2001, Xerox shifted to a consultative...

Question 8

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Accepted Answer

A)   relationship marketing.
B)   team selling.
C)   personal selling.
D)   sales engineering.
E)   sales management.F) B) and D)
G) C) and D)

Question 9

In personal selling, a ________ is an individual who wants a product, can afford to buy it, and is the decision maker.

Accepted Answer

A)   qualified prospect
B)   customer
C)   lead
D)   prospect
E)   gatekeeperF) C) and D)
G) B) and E)

Question 10

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Accepted Answer

A)   empathetic intelligence.
B)   responsive empathy.
C)   emotional intelligence.
D)   subliminal intelligence.
E)   cognitive empathy.F) All of the above
G) A) and B)

Question 11

About 60 percent of U.S. companies now include ________ as a behavioral measure of salesperson performance.

Accepted Answer

A)   the ability to read body language
B)   customer satisfaction
C)   suggestive selling skills
D)   emotional intelligence
E)   cold canvassing skillsF) All of the above
G) B) and E)

Question 12

When different types of buyers have different needs, a ________ sales organization structure is used.

Accepted Answer

A)   multireseller
B)   customer
C)   geographical
D)   market segmentation
E)   multilevel marketingF) None of the above
G) A) and D)

Question 13

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

Question 14

Which of the following statements regarding outside 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 typically process reorders for products already sold by the company.
D)   Order getters primarily focus on performing promotional activities and introducing new products.
E)   Order getter sales calls traditionally require the greatest financial investment from the firm.F) C) and D)
G) None of the above

Question 15

Seminar selling is a method of personal selling in which

Accepted Answer

A)   the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors.
B)   a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers.
C)   salespeople and other company resource people meet with buyers to discuss problems and opportunities.
D)   a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments.
E)   a company selling services tries to overcome the problems associated with the intangibility of service.F) B) and D)
G) C) and D)

Question 16

A sales quota is

Accepted Answer

A)   the ratio of sales calls made to actual sales closed.
B)   the minimum number of sales that must be made before a salesperson can be paid.
C)   the maximum threshold for satisfactory performance during an annual performance evaluation.
D)   the maximum number of sales that can be made before receiving a commission on sales.
E)   the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.F) A) and E)
G) A) and C)

Question 17

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Accepted Answer

A)   inbound telemarketing.
B)   outbound telemarketing.
C)   outbound videoconferencing.
D)   interactive marketing.
E)   multichannel selling.F) D) and E)
G) A) and C)

Question 18

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are ________ closes.

Accepted Answer

A)   assumptive, trial, and presumptive
B)   trial, assumptive, and urgency
C)   presumptive, trial, and final
D)   trial, final, and urgency
E)   assumptive, presumptive, and finalF) C) and D)
G) B) and D)

Question 19

Which of the following statements regarding the preapproach stage with respect to international selling is most accurate?

Accepted Answer

A)   The preapproach protocol is standardized in most areas of the world.
B)   The preapproach stage is shorter and less intensive abroad than with domestic consumers.
C)   Customs are very important in dictating appropriate protocol.
D)   In most cases, the buyer rather than the seller initiates the contact between seller and buyer internationally.
E)   Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead in most countries.F) B) and E)
G) B) and C)

Question 20

When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following speech in her sales presentations: "Hello, Mr./Ms. (customer name) . My name is (your name here) . I'm calling on behalf of Paradise Candles. We carry the best wax-burning mechanical candles available in the commercial decorating industry...." Paradise Candles instructed Tracy to use

Accepted Answer

A)   a formula selling presentation.
B)   a stimulus-response presentation.
C)   a needs-satisfaction presentation.
D)   suggestive selling.
E)   consultative selling.F) A) and C)
G) A) and D)

Exam 18: Personal Selling and Sales Management

One type of sales objective is ________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Correct Answer
verified

A sales quota is

Correct Answer
verified

About 60 percent of U.S. companies now include ________ as a behavioral measure of salesperson performance.

Correct Answer
verified

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Correct Answer
verified

In personal selling, a ________ is an individual who wants a product, can afford to buy it, and is the decision maker.

Correct Answer
verified

When different types of buyers have different needs, a ________ sales organization structure is used.

Correct Answer
verified

A representative from AT&T called Dr. Michaels after he switched to its new U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of ________ call.

Correct Answer
verified

Correct Answer
verified

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Correct Answer
verified

An effective sales plan objective should be

Correct Answer
verified

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct Answer
verified

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

Correct Answer
verified

Explain the selling model that Xerox uses.

Correct Answer
verified
In 2001, Xerox shifted to a consultative...
View Answer

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.

Correct Answer
verified

Which of the following statements regarding the preapproach stage with respect to international selling is most accurate?

Correct Answer
verified

Correct Answer
verified

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are ________ closes.

Correct Answer
verified

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 Answer
verified

Seminar selling is a method of personal selling in which

Correct Answer
verified

Marissa called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Correct Answer
verified

Exam 18: Personal Selling and Sales Management

One type of sales objective is ________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Correct AnswerverifiedShow Answer

A sales quota is

Correct AnswerverifiedShow Answer

About 60 percent of U.S. companies now include ________ as a behavioral measure of salesperson performance.

Correct AnswerverifiedShow Answer

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as

Correct AnswerverifiedShow Answer

In personal selling, a ________ is an individual who wants a product, can afford to buy it, and is the decision maker.

Correct AnswerverifiedShow Answer

When different types of buyers have different needs, a ________ sales organization structure is used.

Correct AnswerverifiedShow Answer

A representative from AT&T called Dr. Michaels after he switched to its new U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of ________ call.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Correct AnswerverifiedShow Answer

An effective sales plan objective should be

Correct AnswerverifiedShow Answer

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain the selling model that Xerox uses.

Correct AnswerverifiedIn 2001, Xerox shifted to a consultative...View AnswerShow Answer

Recent research indicates that a salesperson's ________ can influence his or her drive to create customer value.

Correct AnswerverifiedShow Answer

Which of the following statements regarding the preapproach stage with respect to international selling is most accurate?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are ________ closes.

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

Seminar selling is a method of personal selling in which

Correct AnswerverifiedShow Answer

Marissa called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
In 2001, Xerox shifted to a consultative...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified