Question 1

Job analysis refers to

Accepted Answer

A)   a thorough evaluation of a salesperson's performance based upon both input and output objectives.
B)   a detailed assessment to determine what occurred at which stage in the selling process that prevented a qualified lead being converted into a sale.
C)   a study of a particular sales position, including how the job is to be performed and the tasks that make up the job.
D)   a protocol used to assign relative weights to various aspects of the selling process to create an individualized compensation plan.
E)   a written document that describes the job relationships and requirements that characterize each sales position.F) D) and E)
G) B) and C)

Question 2

According to Lindsey Smith of GE Healthcare, all of the following are necessary for a successful sales career except which?

Accepted Answer

A)   motivation
B)   artistry
C)   team orientation
D)   integrity
E)   relationship buildingF) B) and E)
G) A) and B)

Question 3

An advantage of the straight salary compensation plan is that it

Accepted Answer

A)   provides an incentive to expand sales volume.
B)   can be easily adapted to changes in the economy.
C)   doesn't include nonselling activities that take time away from selling.
D)   allows salaries to be lower.
E)   is easy to administer.F) B) and C)
G) C) and D)

Question 4

Asking the prospect to make a decision on some aspect of the purchase is referred to as ________ close.

Accepted Answer

A)   an urgency
B)   a preemptory
C)   a presumptive
D)   a trial
E)   a finalF) B) and E)
G) B) and D)

Question 5

Figure 18-2
-As shown in Figure 18-2 above, Box A is the ________ stage in the personal selling process.

Accepted Answer

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

Question 6

Two features of successful ________ are the availability of "live chat" opportunities and the ability to provide a single source for customer problem solving.

Accepted Answer

A)   time management software
B)   customer service and support automation
C)   sales force automation
D)   warranty software
E)   marketing automationF) A) and B)
G) B) and C)

Question 7

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Accepted Answer

A)   high and the sales organization has a strong 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 D)
G) None of the above

Question 8

All of the following are output-related sales objectives except which?

Accepted Answer

A)   unit sales
B)   profit
C)   number of new customers
D)   number of sales calls
E)   dollar salesF) A) and E)
G) A) and D)

Question 9

The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the sales force prepares for a presentation by

Accepted Answer

A)   having a cross-functional team teleconference before each customer encounter.
B)   preparing state-of-the-art presentations about the newest Xerox printer technologies.
C)   familiarizing themselves with the potential client and its document needs.
D)   secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware.
E)   role-playing different possible scenarios that might occur during the actual sales presentation.F) C) and D)
G) A) and B)

Question 10

The salesperson's objective is to ensure that the customer is satisfied with the product or service during which stage in the personnel selling process?

Accepted Answer

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

Question 11

The sales manager instructed the salesperson to "make at least 500 customer contacts between January 1 and July 1." The sales manager voiced ________ sales objective.

Accepted Answer

A)   an output-related
B)   an input-related
C)   a behaviorally related
D)   a comprehensive-related
E)   a market-relatedF) A) and B)
G) B) and E)

Question 12

With ________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer.

Accepted Answer

A)   adaptive selling
B)   formula selling
C)   consultative selling
D)   suggestive selling
E)   relationship sellingF) A) and E)
G) B) and E)

Question 13

Personal selling assumes many forms based on the ________ and the ________ to perform the sales task.

Accepted Answer

A)   size of the sales force; financial outlay
B)   complexity of the product; amount of sales training
C)   amount of selling done; amount of creativity required
D)   amount of creativity; amount of sales training
E)   complexity of the product; financial outlayF) C) and D)
G) A) and B)

Question 14

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as

Accepted Answer

A)   an order getter.
B)   a missionary salesperson.
C)   an order taker.
D)   a sales engineer.
E)   an order processor.F) A) and D)
G) B) and D)

Question 15

Figure 18-4
-Consider Figure 18-4 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 that 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) A) and D)
G) B) and E)

Question 16

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Accepted Answer

A)   time management software
B)   customer experience software
C)   sales force automation
D)   proposal generation software
E)   marketing automationF) C) and E)
G) None of the above

Question 17

Consultative selling is very prominent in

Accepted Answer

A)   business-to-business marketing.
B)   business-to-government marketing.
C)   consumer-to-consumer marketing.
D)   consumer-to-business marketing.
E)   consumer-to-government marketing.F) B) and C)
G) A) and E)

Question 18

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

Accepted Answer

A)   new buy
B)   modified rebuy
C)   straight rebuy
D)   team rebuy
E)   need rebuyF) B) and E)
G) None of the above

Question 19

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

Accepted Answer

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

Question 20

What assumption does the stimulus-response presentation format make?

Accepted Answer

The stimulus-response presentation forma...

Exam 18: Personal Selling and Sales Management

When a Frito-Lay salesperson takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers' shelves, what form of buying decision does the store manager engage in?

Correct AnswerverifiedShow Answer

Consultative selling is very prominent in

Correct AnswerverifiedShow Answer

With ________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer.

Correct AnswerverifiedShow Answer

Personal selling assumes many forms based on the ________ and the ________ to perform the sales task.

Correct AnswerverifiedShow Answer

What assumption does the stimulus-response presentation format make?

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

Two features of successful ________ are the availability of "live chat" opportunities and the ability to provide a single source for customer problem solving.

Correct AnswerverifiedShow Answer

Figure 18-4 -Consider Figure 18-4 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 sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the sales force prepares for a presentation by

Correct AnswerverifiedShow Answer

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as

Correct AnswerverifiedShow Answer

The salesperson's objective is to ensure that the customer is satisfied with the product or service during which stage in the personnel selling process?

Correct AnswerverifiedShow Answer

An advantage of the straight salary compensation plan is that it

Correct AnswerverifiedShow Answer

Job analysis refers to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce provide enhanced customer service.

Correct AnswerverifiedShow Answer

Asking the prospect to make a decision on some aspect of the purchase is referred to as ________ close.

Correct AnswerverifiedShow Answer

When using an account management policy grid, an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is

Correct AnswerverifiedShow Answer

The sales manager instructed the salesperson to "make at least 500 customer contacts between January 1 and July 1." The sales manager voiced ________ sales objective.

Correct AnswerverifiedShow Answer

According to Lindsey Smith of GE Healthcare, all of the following are necessary for a successful sales career except which?

Correct AnswerverifiedShow Answer

All of the following are output-related sales objectives except which?

Correct AnswerverifiedShow Answer

Figure 18-2 -As shown in Figure 18-2 above, Box A is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

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Personal selling assumes many forms based on the and the to perform the sales task.

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The stimulus-response presentation forma...
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