Question 1

All of the following are behavioral measures that are used to evaluate salespeople except which?

Accepted Answer

A)   attitude
B)   product knowledge
C)   sales
D)   communication skills
E)   appearanceF) A) and C)
G) None of the above

Question 2

At the ________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Accepted Answer

A)   preapproach
B)   approach
C)   presentation
D)   close
E)   follow-upF) All of the above
G) C) and E)

Question 3

Which of the following statements regarding sales force compensation plans is most accurate?

Accepted Answer

A)   The most preferred compensation plan among salespeople is the straight commission plan.
B)   Nonmonetary rewards are not very effective as sales force motivators.
C)   New recruits are often more productive than seasoned professionals.
D)   Ineffective practices often lead to costly sales force turnovers.
E)   The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.F) B) and E)
G) C) and D)

Question 4

Suggestive selling is a form of

Accepted Answer

A)   formula selling presentation.
B)   stimulus-response presentation.
C)   needs-satisfaction presentation.
D)   hard sell presentation.
E)   formalized sales presentation.F) A) and B)
G) B) and E)

Question 5

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the ________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Accepted Answer

A)   President's Club
B)   Keener's Club
C)   Prestige Club
D)   Triumph Club
E)   Kudos ClubF) B) and E)
G) B) and D)

Question 6

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Accepted Answer

The need-satisfaction presentation forma...

Question 7

The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a statement of job

Accepted Answer

A)   credentials.
B)   training.
C)   education.
D)   experience.
E)   qualifications.F) C) and D)
G) B) and C)

Question 8

A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for Toshiba's computerized tomography (CT)  and magnetic resonance imaging (MRI)  scanners. With it, the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company's products in operation as well as narrated testimonials from satisfied customers. Such technological capabilities have made it effective both for sales presentations and for training salespeople. This would be an example of the use of

Accepted Answer

A)   a specialized order taker.
B)   sales management principles.
C)   customer relationship management.
D)   sales force technology.
E)   account management policies.F) None of the above
G) C) and E)

Question 9

________ provides intelligence to salespeople in the form of lead qualification, preapproach preparation, customer buying patterns, and upselling and cross-selling opportunity identification.

Accepted Answer

A)   Time management software
B)   Customer service and support automation
C)   Sales force automation
D)   Proposal generation software
E)   Marketing automationF) All of the above
G) B) and C)

Question 10

Personal selling serves several major roles in a firm's overall marketing effort; for one, salespeople

Accepted Answer

A)   play a key role in research and development.
B)   are the company in a consumer's eyes.
C)   play a dominant role in implementing an organization's pull strategy.
D)   provide the most valuable resource for segmenting and selecting target markets.
E)   are heavily involved in interpreting the company's marketing research.F) A) and E)
G) A) and B)

Question 11

In personal selling, the 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 prospect.F) All of the above
G) B) and D)

Question 12

The Xerox sales force is divided into four geographic organizations: the United States/Canada, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Accepted Answer

A)   distributors.
B)   competitor partnerships.
C)   order takers.
D)   direct sales force.
E)   telemarketers.F) B) and E)
G) A) and C)

Question 13

Consultative selling is a presentation format that

Accepted Answer

A)   emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C)   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D)   assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E)   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.F) C) and D)
G) None of the above

Question 14

Personal selling begins with the ________ stage.

Accepted Answer

A)   lead
B)   presentation
C)   preapproach
D)   prospecting
E)   introductionF) B) and D)
G) A) and B)

Question 15

A waitress at a TGI Friday's restaurant uses ________ when she asks a party if they would like another round of drinks.

Accepted Answer

A)   inquiry selling
B)   formula selling
C)   suggestive selling
D)   method selling
E)   a canned sales presentationF) A) and D)
G) B) and C)

Question 16

________ is a written document that describes job relationships and requirements that characterize each sales position.

Accepted Answer

A)   A sales plan
B)   A job analysis
C)   An employee contract
D)   A job description
E)   A personal performance planF) A) and D)
G) A) and B)

Question 17

Figure 18-4
-Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. B represents which account management policy?

Accepted Answer

A)   accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
B)   accounts that may offer a good opportunity if the sales organization can overcome its weak position
C)   accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
D)   accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)   accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) C) and D)
G) B) and C)

Question 18

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Accepted Answer

A)   adaptive selling.
B)   cross-selling.
C)   formula selling.
D)   upselling.
E)   relationship selling.F) All of the above
G) C) and D)

Question 19

A straight commission compensation plan is well-suited to sales positions where

Accepted Answer

A)   nonselling activities are minimal.
B)   there is lively competition in the industry.
C)   no technological background is necessary.
D)   most salespeople are working toward management positions.
E)   extensive nonselling activities are essential for closing a sale.F) A) and B)
G) B) and C)

Question 20

A stimulus-response presentation refers to a format that

Accepted Answer

A)   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
B)   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
C)   assumes that given the appropriate appeal by a salesperson, the prospect will buy.
D)   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.
E)   emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.F) All of the above
G) D) and E)

Exam 18: Personal Selling and Sales Management

A stimulus-response presentation refers to a format that

Correct Answer
verified

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the ________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct Answer
verified

Personal selling serves several major roles in a firm's overall marketing effort; for one, salespeople

Correct Answer
verified

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct Answer
verified
The need-satisfaction presentation forma...
View Answer

At the ________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Correct Answer
verified

Suggestive selling is a form of

Correct Answer
verified

________ provides intelligence to salespeople in the form of lead qualification, preapproach preparation, customer buying patterns, and upselling and cross-selling opportunity identification.

Correct Answer
verified

In personal selling, the customer who wants or needs the product is referred to as a

Correct Answer
verified

Personal selling begins with the ________ stage.

Correct Answer
verified

The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a statement of job

Correct Answer
verified

Which of the following statements regarding sales force compensation plans is most accurate?

Correct Answer
verified

________ is a written document that describes job relationships and requirements that characterize each sales position.

Correct Answer
verified

Correct Answer
verified

Consultative selling is a presentation format that

Correct Answer
verified

A waitress at a TGI Friday's restaurant uses ________ when she asks a party if they would like another round of drinks.

Correct Answer
verified

Figure 18-4 -Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. B represents which account management policy?

Correct Answer
verified

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Correct Answer
verified

All of the following are behavioral measures that are used to evaluate salespeople except which?

Correct Answer
verified

The Xerox sales force is divided into four geographic organizations: the United States/Canada, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Correct Answer
verified

A straight commission compensation plan is well-suited to sales positions where

Correct Answer
verified

Exam 18: Personal Selling and Sales Management

A stimulus-response presentation refers to a format that

Correct AnswerverifiedShow Answer

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the ________ where the top performers are awarded a five-day trip to one of the top resorts in the world.

Correct AnswerverifiedShow Answer

Personal selling serves several major roles in a firm's overall marketing effort; for one, salespeople

Correct AnswerverifiedShow Answer

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct AnswerverifiedThe need-satisfaction presentation forma...View AnswerShow Answer

At the ________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling.

Correct AnswerverifiedShow Answer

Suggestive selling is a form of

Correct AnswerverifiedShow Answer

________ provides intelligence to salespeople in the form of lead qualification, preapproach preparation, customer buying patterns, and upselling and cross-selling opportunity identification.

Correct AnswerverifiedShow Answer

In personal selling, the customer who wants or needs the product is referred to as a

Correct AnswerverifiedShow Answer

Personal selling begins with the ________ stage.

Correct AnswerverifiedShow Answer

The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered necessary to perform a job successfully are contained in a statement of job

Correct AnswerverifiedShow Answer

Which of the following statements regarding sales force compensation plans is most accurate?

Correct AnswerverifiedShow Answer

________ is a written document that describes job relationships and requirements that characterize each sales position.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Consultative selling is a presentation format that

Correct AnswerverifiedShow Answer

A waitress at a TGI Friday's restaurant uses ________ when she asks a party if they would like another round of drinks.

Correct AnswerverifiedShow Answer

Figure 18-4 -Consider Figure 18-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. B represents which account management policy?

Correct AnswerverifiedShow Answer

The practice of introducing a higher-end product solution than the one in question during the sales process is referred to as

Correct AnswerverifiedShow Answer

All of the following are behavioral measures that are used to evaluate salespeople except which?

Correct AnswerverifiedShow Answer

The Xerox sales force is divided into four geographic organizations: the United States/Canada, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Correct AnswerverifiedShow Answer

A straight commission compensation plan is well-suited to sales positions where

Correct AnswerverifiedShow Answer

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verified
The need-satisfaction presentation forma...
View Answer

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