Question 1

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the ________ stage of the personal selling process.

Accepted Answer

A)   close
B)   approach
C)   preapproach
D)   presentation
E)   prospectingF) C) and D)
G) D) and E)

Question 2

Selling objectives can be ________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be ________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

A)   input-related; output-related
B)   financially related; accounting-related
C)   customer-related; salesperson-related
D)   short-term; long-term
E)   output-related; input-relatedF) A) and D)
G) A) and E)

Question 3

Figure 18-2
-As shown in Figure 18-2 above, B is the ________ stage in the personal selling process.

Accepted Answer

A)   presentation
B)   approach
C)   prospecting
D)   follow-up
E)   preapproachF) B) and C)
G) A) and E)

Question 4

An order taker is a

Accepted Answer

A)   salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
B)   salesperson who processes routine orders or reorders for products that were already sold by the company.
C)   salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service.
D)   person on the selling team who is responsible for obtaining qualified leads.
E)   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.F) C) and D)
G) B) and E)

Question 5

There are three key reasons for putting the customer into customer solutions in selling: (1)  considerable time and effort is necessary to fully understand a specific customer's requirements; (2)  effective customer solutions are based on relationships among sellers and buyers; and (3)

Accepted Answer

A)   it is ultimately the customer who converts a lead into a sale.
B)   only the customer knows how much it is willing to pay for any given solution.
C)   consultative selling is central to providing novel solutions for customers, thereby creating value for them.
D)   only the salesperson knows when the solution has finally been found.
E)   customers are better able to articulate their problems and solutions than sellers.F) B) and C)
G) A) and C)

Question 6

Figure 18-2
-As shown in Figure 18-2 above, E is the ________ stage in the personal selling process.

Accepted Answer

A)   close
B)   preapproach
C)   follow-up
D)   presentation
E)   approachF) B) and D)
G) A) and B)

Question 7

Another name for cold calling is

Accepted Answer

A)   cold canvassing.
B)   telemarketing.
C)   hot canvassing.
D)   missionary selling.
E)   trial close selling.F) A) and B)
G) C) and E)

Question 8

Perhaps the most well-known component of Xerox's sales management process is its

Accepted Answer

A)   stellar business reputation.
B)   sustainability programs.
C)   sales representatives training program.
D)   challenging and dynamic environment.
E)   use of sales-related information technology.F) B) and D)
G) B) and C)

Question 9

Personal selling requires the ________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or group.

Accepted Answer

A)   direct
B)   indirect
C)   one-way
D)   two-way
E)   recursiveF) A) and D)
G) A) and C)

Question 10

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Accepted Answer

A)   formula selling presentation
B)   stimulus-response presentation
C)   marketing concept presentation
D)   relationship selling presentation
E)   need-satisfaction presentationF) A) and B)
G) B) and E)

Question 11

A geographical sales organization would not be the best structure if

Accepted Answer

A)   a firm is trying to reduce duplication of selling effort.
B)   a firm is trying to minimize travel time.
C)   a firm's products or customers require specialized knowledge.
D)   different buyers have similar needs.
E)   there is a need to increase the number of salespersons in the sales force.F) A) and B)
G) A) and E)

Question 12

Define relationship selling.

Accepted Answer

Relationship selling is the practice of ...

Question 13

The disadvantage of product sales organization is

Accepted Answer

A)   it increases the number of salespersons in the sales force since most product sales organizations are based around standard rebuys.
B)   there is a larger cost for sales since this method is chosen for products that inherently have little or no product variation.
C)   it significantly maximizes travel time, expenses, and duplication of selling effort from one territory to another.
D)   it increases the requirement for more sales managers since the sales force is paid strictly on commission, which acts as a significant self-motivator.
E)   it produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer.F) A) and E)
G) C) and D)

Question 14

Research suggests that proper compensation, incentives, or rewards are necessary to product a motivated sales person, along with several other factors including which of these?

Accepted Answer

A)   an opportunity for leadership experience
B)   a personal need for achievement
C)   constructive criticism
D)   adequate time for bookkeeping and paperwork
E)   a moderate degree of competitive spirit within a teamF) B) and C)
G) A) and D)

Question 15

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Accepted Answer

A)   prospecting
B)   preapproach
C)   approach
D)   presentation
E)   closeF) A) and B)
G) A) and D)

Question 16

The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to

Accepted Answer

A)   remove all competitors' products from the clients' offices.
B)   sell ancillary and complementary products.
C)   provide assistance and monitor the effectiveness of the installed solution.
D)   request leads for other potential sales.
E)   offer special price incentives for future pre-buys.F) B) and C)
G) None of the above

Question 17

A straight commission compensation plan is one

Accepted Answer

A)   that assigns the same commission dollar value regardless of a product's value, number sold, or difficulty level of the sales effort.
B)   in which a salesperson is paid a specified salary plus a commission and/or bonus on sales generated.
C)   that determines fair and equitable compensation that includes a weighted system for different types of items or different sized territories.
D)   in which the salesperson is paid a fixed amount per week, month, or year.
E)   in which a salesperson's earnings are directly tied to the sales or profits he or she generates.F) B) and C)
G) A) and E)

Question 18

Pitney Bowes uses sales personnel, carrier management specialists, and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world. This type of sales approach is called

Accepted Answer

A)   team selling.
B)   formula selling.
C)   partnership selling.
D)   missionary selling.
E)   order taking.F) B) and D)
G) A) and C)

Question 19

A sales quota contains goals, such as last year/current year sales ratio, accounts generated, profit achieved, or

Accepted Answer

A)   sales of specific products.
B)   new clients contacted.
C)   reports filed.
D)   complaints received.
E)   customer enquiries.F) A) and B)
G) B) and D)

Question 20

Lindsey Smith's selling success at GE is due in large part to her

Accepted Answer

A)   developing relationships with CEOs and CFOs.
B)   using a team of sales personnel, technical specialists, and health care professionals in selling to and servicing key customers.
C)   continually reinforcing GE Healthcare's competitive advantage.
D)   simplifying sales presentations for technical products.
E)   staying on top of marketing trends for business-to-business selling.F) A) and B)
G) B) and C)

Exam 18: Personal Selling and Sales Management

An order taker is a

Correct AnswerverifiedShow Answer

Another name for cold calling is

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Research suggests that proper compensation, incentives, or rewards are necessary to product a motivated sales person, along with several other factors including which of these?

Correct AnswerverifiedShow Answer

A sales quota contains goals, such as last year/current year sales ratio, accounts generated, profit achieved, or

Correct AnswerverifiedShow Answer

The disadvantage of product sales organization is

Correct AnswerverifiedShow Answer

The ________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Correct AnswerverifiedShow Answer

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)

Correct AnswerverifiedShow Answer

A straight commission compensation plan is one

Correct AnswerverifiedShow Answer

In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the ________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

Lindsey Smith's selling success at GE is due in large part to her

Correct AnswerverifiedShow Answer

Define relationship selling.

Correct AnswerverifiedRelationship selling is the practice of ...View AnswerShow Answer

Selling objectives can be ________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be ________ and emphasize the number of sales calls and selling expenses.

Correct AnswerverifiedShow Answer

Personal selling requires the ________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or group.

Correct AnswerverifiedShow Answer

Pitney Bowes uses sales personnel, carrier management specialists, and engineering and administrative executives who continually work together to find ways to improve the technology involved in shipping goods across town and around the world. This type of sales approach is called

Correct AnswerverifiedShow Answer

Figure 18-2 -As shown in Figure 18-2 above, B is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Perhaps the most well-known component of Xerox's sales management process is its

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to

Correct AnswerverifiedShow Answer

A geographical sales organization would not be the best structure if

Correct AnswerverifiedShow Answer

Figure 18-2 -As shown in Figure 18-2 above, E is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Correct AnswerverifiedShow Answer

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Relationship selling is the practice of ...
View Answer

Selling objectives can be and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be and emphasize the number of sales calls and selling expenses.

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