Question 1

The preapproach stage of the personal selling process is especially important in

Accepted Answer

A)   international sales.
B)   government sales.
C)   high-technology product sales.
D)   high-ticket item sales.
E)   the sale of services.F) A) and C)
G) D) and E)

Question 2

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Accepted Answer

A)   "I think I might be able to explain that better to you after showing you this diagram."
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 ..."F) A) and D)
G) C) and D)

Question 3

Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using

Accepted Answer

A)   a reactive close.
B)   an assumptive close.
C)   an urgency close.
D)   a consultative close.
E)   a definitive close.F) C) and D)
G) A) and B)

Question 4

What are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role...

Question 5

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

Question 6

In the personal selling process, a telemarketer for a life insurance firm who calls and asks the head of the household, "If you were to die tomorrow, would your family be cared for?" is engaged in

Accepted Answer

A)   stimulus-response selling.
B)   closing the sale.
C)   prospecting.
D)   order taking.
E)   creating a preapproach.F) B) and E)
G) D) and E)

Question 7

Salespeople called outside order takers visit customers and

Accepted Answer

A)   solve most of the technical problems.
B)   sell products that have been tailored to their most recent needs.
C)   help design the product displays.
D)   train the personnel management.
E)   replenish inventory stocks of resellers.F) A) and E)
G) C) and D)

Question 8

Identifying the buying role of the prospect would be typically done at the ________ stage of the personal selling process.

Accepted Answer

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

Question 9

A sales engineer is a

Accepted Answer

A)   salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services.
B)   salesperson who processes routine orders or reorders for products that are presold by the company.
C)   salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
D)   person on the selling team who is responsible for supervising his or her company's R&D expenditures.
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) A) and E)
G) All of the above

Question 10

The practice of proposing related or complementary products and services 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) B) and C)
G) A) and E)

Question 11

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r...

Question 12

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Accepted Answer

A)   high and the sales organization has a weak competitive position.
B)   low and the sales organization has a strong competitive position.
C)   high and there is a likelihood that a strong competitive position can be achieved in the future.
D)   low and the sales organization has a low competitive position.
E)   high and the sales organization has strong competitive position.F) A) and B)
G) A) and C)

Question 13

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

A)   rationalizations
B)   counteroffers
C)   refusals
D)   objections
E)   qualificationsF) A) and D)
G) C) and D)

Question 14

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called

Accepted Answer

A)   team selling.
B)   cold calling.
C)   hot canvassing.
D)   formula selling.
E)   telemarketing.F) A) and B)
G) C) and D)

Question 15

Figure 18-3
-Figure 18-3 above depicts the sales management process that involves three interrelated functions. B refers to

Accepted Answer

A)   sales plan implementation.
B)   sales force evaluation.
C)   sales force determination.
D)   sales force communication.
E)   sales plan formulation.F) B) and E)
G) A) and B)

Question 16

What are the keys to effective need-satisfaction presentations?

Accepted Answer

The need-satisfaction format of sales pr...

Question 17

Team selling refers to the practice of

Accepted Answer

A)   using an entire group of professionals in selling to and servicing major customers.
B)   sending an entire group of a firm's sales representatives into the field.
C)   combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.
D)   sending a group of sales representatives to concentrate on performing promotional activities and introducing new products.
E)   assigning a group of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers.F) D) and E)
G) C) and D)

Question 18

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

Accepted Answer

A)   adaptive selling and upselling
B)   formula selling and adaptive selling
C)   formula selling and suggestive selling
D)   suggestive selling and formula selling
E)   upselling and cross-sellingF) A) and B)
G) D) and E)

Question 19

There are three basic organizational salesforce structures:

Accepted Answer

A)   dollar volume, unit volume, and market share.
B)   NAICS, market size, and geography.
C)   geography, customer, and product.
D)   market size, market share, and market type.
E)   dollar volume, unit volume, and profit.F) B) and D)
G) C) and E)

Question 20

The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests

Accepted Answer

A)   several product alternatives.
B)   several solutions to perceived problems the sales force has identified.
C)   different pricing options.
D)   a meeting and presentation.
E)   a visit to corporate headquarters for a complete tour of the facilities.F) None of the above
G) A) and E)

Exam 18: Personal Selling and Sales Management

The preapproach stage of the personal selling process is especially important in

Correct AnswerverifiedShow Answer

When using an account management policy grid, an account would receive a high level of sales calls if the account opportunity level assessment is

Correct AnswerverifiedShow Answer

Explain the difference between order takers and order getters.

Correct AnswerverifiedOrder takers process routine orders or r...View AnswerShow Answer

When handling ________ in sales, the professional approach can vary depending on the situation, from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Correct AnswerverifiedShow Answer

Identifying the buying role of the prospect would be typically done at the ________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

What are the three major roles of personal selling in a firm's overall marketing effort?

Correct AnswerverifiedPersonal selling serves three major role...View AnswerShow Answer

There are three basic organizational salesforce structures:

Correct AnswerverifiedShow Answer

Team selling refers to the practice of

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests

Correct AnswerverifiedShow Answer

A sales engineer is a

Correct AnswerverifiedShow Answer

Figure 18-3 -Figure 18-3 above depicts the sales management process that involves three interrelated functions. B refers to

Correct AnswerverifiedShow Answer

In the personal selling process, a telemarketer for a life insurance firm who calls and asks the head of the household, "If you were to die tomorrow, would your family be cared for?" is engaged in

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Correct AnswerverifiedShow Answer

Which two forms of selling are possible when a salesperson is viewed as an expert on problem recognition and resolution?

Correct AnswerverifiedShow Answer

Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using

Correct AnswerverifiedShow Answer

A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called

Correct AnswerverifiedShow Answer

The practice of proposing related or complementary products and services during the sales process is referred to as

Correct AnswerverifiedShow Answer

What are the keys to effective need-satisfaction presentations?

Correct AnswerverifiedThe need-satisfaction format of sales pr...View AnswerShow Answer

The advantage of a product sales organization is that

Correct AnswerverifiedShow Answer

Salespeople called outside order takers visit customers and

Correct AnswerverifiedShow Answer

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Order takers process routine orders or r...
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Personal selling serves three major role...
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The need-satisfaction format of sales pr...
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