Question 1

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 the

Accepted Answer

A)  job analysis.
B)  job description.
C)  statement of credentials.
D)  statement of qualifications.
E)  statement of experience.F) B) and C)
G) D) and E)

Question 2

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Accepted Answer

A)  demonstrative
B)  sensitive
C)  expressive
D)  emotional
E)  behavioralF) None of the above
G) C) and E)

Question 3

There are three types of prospects

Accepted Answer

A)  cold, warm, and hot.
B)  leads, prospects, and proactive buyers.
C)  leads, prospects, and qualified prospects.
D)  segmented, non-segmented, and spontaneous.
E)  primary leads, qualified prospects, and proactive buyers.F) B) and D)
G) A) and E)

Question 4

The personal selling process refers to

Accepted Answer

A)  the activities that begin with the prospecting of potential leads to the final closing of a sale.
B)  the three sales activities that include: identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale.
C)  the formalized sales protocol used by a company's salesforce to ensure a consistent quality sales presentation.
D)  the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up.
E)  the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and arranging for payment.F) A) and C)
G) A) and B)

Question 5

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage, Xerox identifies potential clients through __________.

Accepted Answer

A)  sending their salesforce to visit competitors' customers
B)  responses to advertising, referrals, and telephone calls
C)  sending their salesforce to visit previous customers
D)  an agreement with local repair shops who supply customer information in exchange for the right to carry Xerox products in their stores
E)  selling printer paper with the Xerox watermark to create brand awarenessF) A) and E)
G) C) and D)

Question 6

The use of computer, information, communication, and Internet technology to make the sales function more effective and efficient is referred to as__________.

Accepted Answer

A)  aided selling
B)  direct marketing
C)  salesforce automation
D)  salesforce computerization
E)  salesforce decentralizationF) B) and D)
G) A) and C)

Question 7

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Accepted Answer

The stimulus-response presentation forma...

Question 8

The increasing importance of nurturing long-term and widespread relationships with customers has led many firms to adopt a selling approach that uses several professionals to make a sale and win a contract.This approach is referred to as cross-functional __________.

Accepted Answer

A)  account management
B)  cooperative selling
C)  missionary selling
D)  formula selling
E)  team sellingF) B) and D)
G) A) and E)

Question 9

At which stage in the personal selling process would the salesperson ensure the customer is satisfied with the product?

Accepted Answer

A)  follow-up
B)  final close
C)  urgency close follow-up
D)  assumptive close
E)  postpurchase evaluationF) A) and B)
G) B) and E)

Question 10

An order taker refers to 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 customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
D)  a 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) A) and C)
G) C) and D)

Question 11

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Accepted Answer

A)  an outside order getter
B)  an order taker
C)  a missionary salesperson
D)  a sales engineer
E)  a technical sales representativeF) D) and E)
G) C) and D)

Question 12

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

Accepted Answer

A)  postpone
B)  redirect
C)  defer to a supervisor
D)  ask additional questions
E)  identify competitor shortcomingsF) All of the above
G) B) and D)

Question 13

It is estimated that the average cost of a single field sales call on a business customer is about __________, factoring in salespeople compensation, benefits, and travel-and-entertainment expenses.

Accepted Answer

A)  $150.00
B)  $250.00
C)  $300.00
D)  $350.00
E)  $400.00F) C) and E)
G) A) and D)

Question 14

salesforce evaluation.

Accepted Answer

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

Question 15

In the context of a salesperson's position, describe what a job description is.In the answer describe the six attributes that it purports to explain.

Accepted Answer

A job description is a written document ...

Question 16

A selling format which assumes that given the appropriate stimulus by a salesperson, the prospect will buy, is referred to as a __________.

Accepted Answer

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

Question 17

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

Accepted Answer

A)  direct
B)  indirect
C)  two-way
D)  unsolicited
E)  pre-determinedF) C) and D)
G) A) and C)

Question 18

Salespeople called outside order takers visit customers and __________ of resellers, such as retailers and wholesalers.

Accepted Answer

A)  survey the technical problems
B)  identify targets of opportunity
C)  replenish inventory stocks
D)  investigate materials handling procedures
E)  discreetly observe personnel managementF) A) and E)
G) A) and C)

Question 19

Which of the following statements regarding 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 require considerable product knowledge.
D)  Order getters typically process reorders for products already sold by the company.
E)  Order getter sales calls traditionally require the lowest financial investment from the firm.F) B) and D)
G) A) and B)

Question 20

A salesperson that processes routine orders or reorders for products that were already sold by the company is referred to as a(n)  __________.

Accepted Answer

A)  order getter
B)  missionary salesperson
C)  order taker
D)  sales engineer
E)  team salespersonF) A) and E)
G) A) and D)

Exam 17: Personal Selling and Sales Management

The personal selling process refers to

Correct AnswerverifiedShow Answer

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The use of computer, information, communication, and Internet technology to make the sales function more effective and efficient is referred to as__________.

Correct AnswerverifiedShow Answer

In the context of a salesperson's position, describe what a job description is.In the answer describe the six attributes that it purports to explain.

Correct AnswerverifiedA job description is a written document ...View AnswerShow Answer

A selling format which assumes that given the appropriate stimulus by a salesperson, the prospect will buy, is referred to as a __________.

Correct AnswerverifiedShow Answer

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 the

Correct AnswerverifiedShow Answer

It is estimated that the average cost of a single field sales call on a business customer is about __________, factoring in salespeople compensation, benefits, and travel-and-entertainment expenses.

Correct AnswerverifiedShow Answer

There are three types of prospects

Correct AnswerverifiedShow Answer

An order taker refers to a

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 a person's or group's purchase decision.

Correct AnswerverifiedShow Answer

Salespeople called outside order takers visit customers and __________ of resellers, such as retailers and wholesalers.

Correct AnswerverifiedShow Answer

A salesperson that processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

Correct AnswerverifiedShow Answer

The increasing importance of nurturing long-term and widespread relationships with customers has led many firms to adopt a selling approach that uses several professionals to make a sale and win a contract.This approach is referred to as cross-functional __________.

Correct AnswerverifiedShow Answer

At which stage in the personal selling process would the salesperson ensure the customer is satisfied with the product?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Correct AnswerverifiedThe stimulus-response presentation forma...View AnswerShow Answer

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage, Xerox identifies potential clients through __________.

Correct AnswerverifiedShow Answer

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A job description is a written document ...
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The stimulus-response presentation forma...
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