Question 1

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Accepted Answer

Three major tasks involved in ...

Question 2

Which of the following statements should the salesperson use to postpone a prospect's 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 hasn't really been a problem.It is so popular it never gets to stay 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 B)
G) A) and C)

Question 3

FIGURE 17-3 
-Figure 17-3 above shows there are six stages in the personal selling process ("A" through "F")  along with the objective(s)  of each stage.If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage of the personnel selling process?

Accepted Answer

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

Question 4

A __________ explains to whom a salesperson reports, how a salesperson interacts with other company personnel, the customers to be called on, the specific activities to be carried out, the physical and mental demands of the job, and the types of products and services to be sold.

Accepted Answer

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

Question 5

Formula selling presentation refers to

Accepted Answer

A)  a presentation format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  a presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C)  a presentation format that consist of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D)  a selling format which assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E)  a selling format that 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) D) and E)

Question 6

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

Accepted Answer

A)  setting objectives
B)  identifying potential target markets
C)  using customer input to make product modifications
D)  designing new promotional campaigns for the purpose of generating new sales
E)  maintaining open communications between sales representatives and all other stakeholdersF) None of the above
G) A) and C)

Question 7

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

Accepted Answer

A)  redirect
B)  defer to a supervisor
C)  agree and neutralize
D)  ask additional questions
E)  identify competitor shortcomingsF) A) and E)
G) A) and B)

Question 8

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

Accepted Answer

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

Question 9

A __________ is the simplest structure, where the United States, or indeed the globe, is first divided into regions and each region is divided into districts or territories.

Accepted Answer

A)  territorial districting organization
B)  customer sales organization
C)  geographical sales organization
D)  multi-tiered sales organization
E)  patch-work sales organizationF) A) and E)
G) C) and E)

Question 10

The primary responsibility of order takers is

Accepted Answer

A)  to "preach" the benefits of a new product or service, to a customer, rather than close the sale.
B)  to preserve an ongoing relationship with existing customers and maintain sales.
C)  to build market share in his or her territory.
D)  to convince a customer to switch to a higher priced item, even if it is not their first choice.
E)  create a sense of goodwill not only to the brand but to the entire product class.F) C) and E)
G) B) and E)

Question 11

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

Accepted Answer

A)  30
B)  40
C)  50
D)  60
E)  70F) A) and D)
G) A) and C)

Question 12

developing account management policies.

Accepted Answer

A)  hiring sales reps
B)  setting objectives
C)  establishing the budget
D)  identifying qualified leads
E)  developing the marketing planF) None of the above
G) A) and E)

Question 13

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________.

Accepted Answer

A)  personal selling
B)  adaptive selling
C)  team selling
D)  formula selling
E)  missionary sellingF) B) and C)
G) D) and E)

Question 14

A sells technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as a __________.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  stimulus-satisfaction presentation
D)  stimulus-selling presentation
E)  suggestive sellingF) A) and B)
G) A) and C)

Question 15

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.The salespeople for this company are trained to ask probing questions such as "What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" This company trains its salespeople to develop a sales presentation style that emphasizes the needs and wants of its retailers.Once key needs have been uncovered, the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.Davidson-Uphoff's salespeople are learning the __________ selling format.

Accepted Answer

A)  need-satisfaction
B)  stimulus-response
C)  problem resolution
D)  creative
E)  formulaF) C) and D)
G) B) and E)

Question 16

The sales manager instructed the salesperson to "make five hundred customer contacts between January 1st and July 1st." The sales manager used a(n)  __________ sales objective.

Accepted Answer

A)  output-related
B)  input-related
C)  behavior-related
D)  comprehensive
E)  market-relatedF) B) and E)
G) A) and B)

Question 17

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel, is referred to as __________.

Accepted Answer

A)  territorial districting organization
B)  customer sales organization
C)  geographical sales organization
D)  multi-tiered sales organization
E)  diversification sales organizationF) C) and D)
G) D) and E)

Question 18

Two types of order takers exist; __________ visit customers and replenish inventory stocks of resellers, and __________ typically answer simple questions, take orders and complete transactions with customers.

Accepted Answer

A)  inside order takers; outside order takers
B)  missionary salespeople; inside order takers
C)  outside order takers; inside order takers
D)  salesclerks; telemarketers
E)  order clerks; outside order takersF) A) and E)
G) A) and C)

Question 19

A disadvantage of a straight commission compensation plan is

Accepted Answer

A)  it must be insensitive to changes in the economy.
B)  it can detract salespeople from providing customer service.
C)  salaries must generally be higher due to the high amount of taxes paid.
D)  it traditionally comes with added expenses in terms of benefits such as life or health insurance.
E)  these positions are usually management oriented and commission rates rise at a faster rate.F) A) and D)
G) C) and D)

Question 20

need-satisfaction format.

Accepted Answer

A)  cold call format
B)  formula selling format
C)  stimulus-satisfaction format
D)  stimulus-selling format
E)  persuasive sales formatF) C) and D)
G) A) and B)

Exam 17: Personal Selling and Sales Management

need-satisfaction format.

Correct Answer
verified

The sales manager instructed the salesperson to "make five hundred customer contacts between January 1st and July 1st." The sales manager used a(n) __________ sales objective.

Correct Answer
verified

A __________ explains to whom a salesperson reports, how a salesperson interacts with other company personnel, the customers to be called on, the specific activities to be carried out, the physical and mental demands of the job, and the types of products and services to be sold.

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 objections.

Correct Answer
verified

The primary responsibility of order takers is

Correct Answer
verified

Correct Answer
verified

Which of the following statements should the salesperson use to postpone a prospect's objection?

Correct Answer
verified

Formula selling presentation refers to

Correct Answer
verified

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

Correct Answer
verified

A __________ is the simplest structure, where the United States, or indeed the globe, is first divided into regions and each region is divided into districts or territories.

Correct Answer
verified

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

Correct Answer
verified

FIGURE 17-3 -Figure 17-3 above shows there are six stages in the personal selling process ("A" through "F") along with the objective(s) of each stage.If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage of the personnel selling process?

Correct Answer
verified

A sells technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as a __________.

Correct Answer
verified

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________.

Correct Answer
verified

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel, is referred to as __________.

Correct Answer
verified

A disadvantage of a straight commission compensation plan is

Correct Answer
verified

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Correct Answer
verified
Three major tasks involved in ...
View Answer

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

Correct Answer
verified

developing account management policies.

Correct Answer
verified

Two types of order takers exist; visit customers and replenish inventory stocks of resellers, and typically answer simple questions, take orders and complete transactions with customers.

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

need-satisfaction format.

Correct AnswerverifiedShow Answer

The sales manager instructed the salesperson to "make five hundred customer contacts between January 1st and July 1st." The sales manager used a(n) __________ sales objective.

Correct AnswerverifiedShow Answer

A __________ explains to whom a salesperson reports, how a salesperson interacts with other company personnel, the customers to be called on, the specific activities to be carried out, the physical and mental demands of the job, and the types of products and services to be sold.

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 objections.

Correct AnswerverifiedShow Answer

The primary responsibility of order takers is

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

Formula selling presentation refers to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A __________ is the simplest structure, where the United States, or indeed the globe, is first divided into regions and each region is divided into districts or territories.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

FIGURE 17-3 -Figure 17-3 above shows there are six stages in the personal selling process ("A" through "F") along with the objective(s) of each stage.If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage of the personnel selling process?

Correct AnswerverifiedShow Answer

A sells technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as a __________.

Correct AnswerverifiedShow Answer

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________.

Correct AnswerverifiedShow Answer

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel, is referred to as __________.

Correct AnswerverifiedShow Answer

A disadvantage of a straight commission compensation plan is

Correct AnswerverifiedShow Answer

The sales plan is put into practice through the tasks associated with sales plan implementation.Identify the three major tasks involved in implementing a sales plan.

Correct AnswerverifiedThree major tasks involved in ...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

developing account management policies.

Correct AnswerverifiedShow Answer

Two types of order takers exist; __________ visit customers and replenish inventory stocks of resellers, and __________ typically answer simple questions, take orders and complete transactions with customers.

Correct AnswerverifiedShow Answer

Correct Answer
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Three major tasks involved in ...
View Answer

Correct Answer
verified

Correct Answer
verified

Two types of order takers exist; visit customers and replenish inventory stocks of resellers, and typically answer simple questions, take orders and complete transactions with customers.

Correct Answer
verified