Question 1

-Consider Figure 17-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. D represents which account management policy?

Accepted Answer

A)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
B)  accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
C)  accounts offer little opportunity and the sales organization position is weak
D)  accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)  accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) C) and D)
G) All of the above

Question 2

If the salesperson's objective is to gain a prospect's attention, stimulate interest, and make transition to the presentation, what is the stage in the personnel selling process?

Accepted Answer

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

Question 3

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Accepted Answer

A)  Internet
B)  facsimile
C)  voice-mail
D)  smartphone
E)  web cameraF) C) and D)
G) B) and D)

Question 4

The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the Midwest regional manager." From this information, it would appear the company that issued the memo uses a __________ sales organization for its salesforce.

Accepted Answer

A)  profit
B)  customer
C)  product
D)  geographical
E)  marketF) C) and D)
G) All of the above

Question 5

A representative from AT&T called Dr. Michaels after he switched to its new U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of a(n)  __________ call.

Accepted Answer

A)  assumptive
B)  preemptive
C)  follow-up
D)  prospecting
E)  courtesyF) A) and B)
G) A) and C)

Question 6

Which of the following statements should a 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 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) B) and E)

Question 7

Research indicates that there are four key factors involved with salesforce motivation: (1)  __________; (2)  effective sales management practices; (3)  a personal need for achievement; and (4)  proper compensation, incentives, or rewards.

Accepted Answer

A)  a clear job description
B)  constructive criticism
C)  an opportunity for professional growth
D)  a moderate degree of competitive spirit within a team
E)  adequate time for bookkeeping and paperworkF) A) and E)
G) C) and E)

Question 8

Explain the selling model that Xerox uses.

Accepted Answer

In 2001, Xerox shifted to a consultative...

Question 9

A stimulus-response presentation refers to a format that

Accepted Answer

A)  focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
B)  consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
C)  assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
D)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.
E)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.F) A) and C)
G) B) and D)

Question 10

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as __________.

Accepted Answer

A)  order processing
B)  order taking
C)  customer value creation
D)  relationship selling
E)  partnership sellingF) B) and E)
G) None of the above

Question 11

Suggestive selling is a form of __________.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  needs-satisfaction presentation
D)  hard sell presentation
E)  formalized sales presentationF) C) and D)
G) A) and D)

Question 12

Research indicates that there are four key factors involved with salesforce motivation: (1)  a clear job description; (2)  effective management practices; (3)  __________; and (4)  proper compensation, incentives, or rewards.

Accepted Answer

A)  an opportunity for professional growth
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) A) and B)
G) B) and E)

Question 13

With a __________, a salesperson's earnings are directly tied to sales or profits generated.

Accepted Answer

A)  sales response compensation plan
B)  combination compensation plan
C)  straight sales compensation plan
D)  straight commission compensation plan
E)  market share compensation planF) None of the above
G) A) and B)

Question 14

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

Accepted Answer

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

Question 15

Personal selling begins with the __________ stage.

Accepted Answer

A)  lead
B)  presentation
C)  preapproach
D)  prospecting
E)  follow-upF) A) and D)
G) C) and D)

Question 16

The sales process at Xerox typically follows the six stages of the personal selling process. During the fifth stage, the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale) .

Accepted Answer

A)  a soft close
B)  a interrogative close
C)  an urgency close
D)  an action close
E)  a conditional closeF) B) and C)
G) A) and C)

Question 17

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, customer loyalty, and follow-up are found in the

Accepted Answer

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

Question 18

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) All of the above
G) B) and D)

Question 19

Two selling styles associated with the need-satisfaction presentation format are

Accepted Answer

A)  adaptive selling and confrontational selling.
B)  adaptive selling and consultative selling.
C)  suggestive selling and canned selling.
D)  adaptive selling and suggestive selling.
E)  suggestive selling and consultative selling.F) A) and B)
G) A) and C)

Question 20

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

Accepted Answer

A)  Salespeople have little say in a company's account management policies.
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 have the greatest job 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) A) and E)
G) A) and D)

Exam 17: Personal Selling and Sales Management

A stimulus-response presentation refers to a format that

Correct AnswerverifiedShow Answer

With a __________, a salesperson's earnings are directly tied to sales or profits generated.

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

Suggestive selling is a form of __________.

Correct AnswerverifiedShow Answer

-Consider Figure 17-4 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. D represents which account management policy?

Correct AnswerverifiedShow Answer

The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the Midwest regional manager." From this information, it would appear the company that issued the memo uses a __________ sales organization for its salesforce.

Correct AnswerverifiedShow Answer

If the salesperson's objective is to gain a prospect's attention, stimulate interest, and make transition to the presentation, what is the stage in the personnel selling process?

Correct AnswerverifiedShow Answer

Personal selling begins with the __________ stage.

Correct AnswerverifiedShow Answer

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

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, customer loyalty, and follow-up are found in the

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Correct AnswerverifiedShow Answer

Two selling styles associated with the need-satisfaction presentation format are

Correct AnswerverifiedShow Answer

A representative from AT&T called Dr. Michaels after he switched to its new U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of a(n) __________ call.

Correct AnswerverifiedShow Answer

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as __________.

Correct AnswerverifiedShow Answer

Research indicates that there are four key factors involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) effective management practices; (3) __________; and (4) proper compensation, incentives, or rewards.

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process. During the fifth stage, the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale) .

Correct AnswerverifiedShow Answer

Explain the selling model that Xerox uses.

Correct AnswerverifiedIn 2001, Xerox shifted to a consultative...View AnswerShow Answer

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In 2001, Xerox shifted to a consultative...
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