Question 1

formula selling presentation refers to a format that __________.

Accepted Answer

A)   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers
B)   focuses on problem identification, in which 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)   relies on exhibits at trade shows, professional meetings, and conferencesF) A) and C)
G) C) and E)

Question 2

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation.

Accepted Answer

A)   salesforce compensation
B)   salesforce size determination
C)   sales plan implementation
D)   salesforce communication
E)   salesforce trainingF) A) and B)
G) B) and C)

Question 3

tasks involved in managing personal selling include organizing the salesforce; __________; recruiting,selecting,training,and compensating salespeople; and evaluating the performance of individual salespeople.

Accepted Answer

A)   identifying potential target markets
B)   using customer input to make product modifications
C)   designing new promotional campaigns for the purpose of generating new sales
D)   setting objectives
E)   maintaining open communications between sales representatives and all other stakeholdersF) C) and D)
G) B) and E)

Question 4

practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

Accepted Answer

A)   key account management
B)   relationship marketing
C)   relationship selling
D)   customer account management
E)   needs-satisfaction sellingF) A) and E)
G) B) and D)

Question 5

a recent shopping excursion at a local Target store,Jim Krause went from aisle to aisle selecting the products he needed.He bought a variety of products,including shampoo,toothpaste,a green plant for his office,and several pair of socks.Interestingly,the only salesperson Krause encountered was the person at the checkout counter.The checkout person at Target is an example of a(n) __________.

Accepted Answer

A)   inside order getter
B)   outside order getter
C)   temporary order getter
D)   inside order taker
E)   outside order takerF) A) and B)
G) None of the above

Question 6

straight commission compensation plan is one __________.

Accepted Answer

A)   that assigns the same commission percentage 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 generatesF) A) and B)
G) D) and E)

Question 7

Explain what occurs during the closing stage of the selling process and list the three types of close.

Accepted Answer

The closing stage in the selling process...

Question 8

Which presentation format assumes that given the appropriate prompts by a salesperson,the prospect will buy?

Accepted Answer

A)   formula selling presentation
B)   stimulus-response presentation
C)   stimulus-satisfaction presentation
D)   stimulus-selling presentation
E)   persuasive sales presentationF) B) and E)
G) C) and D)

Question 9

urgency close refers to __________.

Accepted Answer

A)   asking the prospect to make a decision on some aspect of the purchase
B)   allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase
C)   making an exchange of money or other unit of value
D)   quickly committing the prospect by making references to the time limits of the purchase
E)   asking the prospect to make choices concerning delivery, warranty, or financing termsF) B) and D)
G) A) and D)

Question 10

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to manage one's emotions and impulses; empathy; and social skills.

Accepted Answer

A)   the ability to read body language
B)   sense of humor
C)   self-motivation
D)   the ability to be positive
E)   a need to be in controlF) B) and D)
G) D) and E)

Question 11

Figure 20-4
-Figure 20-4 above depicts the sales management process that involves three interrelated functions."C" refers to __________.

Accepted Answer

A)   salesforce compensation
B)   sales plan implementation
C)   salesforce size determination
D)   salesforce evaluation
E)   salesforce trainingF) A) and B)
G) A) and C)

Question 12

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

Accepted Answer

A)   redirect the conversation
B)   defer to a supervisor
C)   agree and neutralize
D)   probe by asking additional questions
E)   distract by identifying competitor shortcomingsF) A) and B)
G) B) and E)

Question 13

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Accepted Answer

A)   time management
B)   order processing
C)   technology
D)   proposal generation
E)   WebExF) A) and E)
G) A) and D)

Question 14

Which of the following statements should the 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) C) and D)
G) All of the above

Question 15

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)   Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates.
B)   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.
C)   Salespeople are the most highly trained of all a firm's employees and therefore offer the greatest customer security.
D)   Salespeople create customer value by providing follow through after the sale.
E)   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.F) B) and C)
G) B) and D)

Question 16

practice whereby buyers and sellers combine their expertise and resources to create customized solutions,commit to joint planning,and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as __________.

Accepted Answer

A)   multichannel selling
B)   cross-functional selling
C)   partnership selling
D)   relationship selling
E)   customized orderingF) None of the above
G) B) and E)

Question 17

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm's marketing program.

Accepted Answer

A)   play a key role in research and development
B)   are the company in consumers' 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 one of many people in a firm that contacts potential customersF) B) and D)
G) A) and D)

Question 18

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

Accepted Answer

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

Question 19

type of management policies specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out?

Accepted Answer

A)   sales response management policies
B)   territorial management policies
C)   account management policies
D)   customer management policies
E)   salesforce management policiesF) B) and C)
G) A) and C)

Question 20

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in a __________.

Accepted Answer

A)   job analysis
B)   job description
C)   statement of credentials
D)   statement of qualifications
E)   statement of experienceF) C) and E)
G) A) and E)

Exam 20: Personal Selling and Sales Management

urgency close refers to __________.

Correct Answer
verified

practice whereby buyers and sellers combine their expertise and resources to create customized solutions,commit to joint planning,and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as __________.

Correct Answer
verified

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

Correct Answer
verified

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."C" refers to __________.

Correct Answer
verified

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

Correct Answer
verified

Which presentation format assumes that given the appropriate prompts by a salesperson,the prospect will buy?

Correct Answer
verified

Correct Answer
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tasks involved in managing personal selling include organizing the salesforce; __________; recruiting,selecting,training,and compensating salespeople; and evaluating the performance of individual salespeople.

Correct Answer
verified

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

Correct Answer
verified

practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

Correct Answer
verified

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Correct Answer
verified

Explain what occurs during the closing stage of the selling process and list the three types of close.

Correct Answer
verified
The closing stage in the selling process...
View Answer

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to manage one's emotions and impulses; empathy; and social skills.

Correct Answer
verified

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation.

Correct Answer
verified

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in a __________.

Correct Answer
verified

type of management policies specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out?

Correct Answer
verified

straight commission compensation plan is one __________.

Correct Answer
verified

formula selling presentation refers to a format that __________.

Correct Answer
verified

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm's marketing program.

Correct Answer
verified

Which of the following statements regarding the role of salespeople is most accurate?

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

urgency close refers to __________.

Correct AnswerverifiedShow Answer

practice whereby buyers and sellers combine their expertise and resources to create customized solutions,commit to joint planning,and share customer,competitive,and company information for their mutual benefit,and ultimately the benefit of the customer,is referred to as __________.

Correct AnswerverifiedShow Answer

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

Correct AnswerverifiedShow Answer

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions."C" refers to __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which presentation format assumes that given the appropriate prompts by a salesperson,the prospect will buy?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

tasks involved in managing personal selling include organizing the salesforce; __________; recruiting,selecting,training,and compensating salespeople; and evaluating the performance of individual salespeople.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

practice of using team selling to focus on important customers so as to build mutually beneficial,long-term,cooperative relationships is referred to as __________.

Correct AnswerverifiedShow Answer

Salespeople for Timex watches use their laptop computers to process orders,plan time allocations,forecast sales,and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Correct AnswerverifiedShow Answer

Explain what occurs during the closing stage of the selling process and list the three types of close.

Correct AnswerverifiedThe closing stage in the selling process...View AnswerShow Answer

There are five dimensions to emotional intelligence: __________; self-awareness; the ability to manage one's emotions and impulses; empathy; and social skills.

Correct AnswerverifiedShow Answer

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation.

Correct AnswerverifiedShow Answer

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in a __________.

Correct AnswerverifiedShow Answer

type of management policies specify whom salespeople should contact,what kinds of selling and customer service activities should be engaged in,and how these activities should be carried out?

Correct AnswerverifiedShow Answer

straight commission compensation plan is one __________.

Correct AnswerverifiedShow Answer

formula selling presentation refers to a format that __________.

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm's marketing program.

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is most accurate?

Correct AnswerverifiedShow Answer

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The closing stage in the selling process...
View Answer

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