Question 1

Consultative selling refers to a presentation format that

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  focuses on problem identification, where 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)  involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.F) A) and D)
G) A) and C)

Question 2

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Accepted Answer

A)  inbound telemarketing.
B)  outbound telemarketing.
C)  outbound videoconferencing.
D)  interactive marketing.
E)  multichannel selling.F) B) and E)
G) B) and C)

Question 3

In 2001, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Accepted Answer

A)  multitiered sales system
B)  salesforce automation system
C)  product-oriented sales organization
D)  geographic-oriented sales organization
E)  consultative selling modelF) A) and B)
G) All of the above

Question 4

A memorized, standardized message conveyed to every prospect is referred to as a

Accepted Answer

A)  stimulus-response presentation.
B)  canned sales presentation.
C)  directed selling presentation.
D)  mnemonic sales format.
E)  standardized sales format.F) A) and B)
G) C) and D)

Question 5

When Daniel was hired to work for Bush Refrigeration Co., he was told, "The sales training program is 18 weeks, and we'll pay you $750 per week during that time." While in training, the company used a __________ to compensate Daniel for his time and effort.

Accepted Answer

A)  sales response compensation plan
B)  combination compensation plan
C)  straight salary compensation plan
D)  straight commission compensation plan
E)  market share compensation planF) A) and E)
G) C) and D)

Question 6

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) A) and B)

Question 7

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________ and impose fines for violations.

Accepted Answer

A)  Do Not Disturb Registry
B)  Do Not Call Registry
C)  Do Not Interrupt Registry
D)  Do Not Infringe Registry
E)  Do Not Agitate RegistryF) A) and E)
G) All of the above

Question 8

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

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

Question 9

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

Accepted Answer

A)  personal selling.
B)  team selling.
C)  formula selling.
D)  adaptive selling.
E)  missionary selling.F) A) and C)
G) All of the above

Question 10

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) C) and E)
G) D) and E)

Question 11

"Everyone lives by selling something" was an observation made by

Accepted Answer

A)  Steve Jobs.
B)  Ralph Waldo Emerson.
C)  Donald Trump.
D)  Robert Louis Stevenson.
E)  Lindsey Smith.F) C) and D)
G) B) and D)

Question 12

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

Accepted Answer

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

Question 13

If an individual wants the product, can afford to buy it, and is the decision maker, this person is referred to as

Accepted Answer

A)  an activated lead.
B)  a proactive buyer.
C)  a lead.
D)  a hot prospect.
E)  a qualified prospect.F) A) and D)
G) B) and C)

Question 14

Selling that involves adjusting the presentation to fit the selling situation is known as

Accepted Answer

A)  team selling.
B)  personal selling.
C)  adaptive selling.
D)  need-satisfying selling.
E)  one-on-one selling.F) A) and B)
G) A) and C)

Question 15

Account management policies are policies that

Accepted Answer

A)  specify how salespeople will be compensated and how sales performance will be evaluated.
B)  specify which products or services will be offered to which consumers, through which outlets, and at what price.
C)  specify the organizational structure of the salesforce and set the sales goals for both individual sales representatives and the salesforce as a whole.
D)  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.
E)  determine the sales quotas for the upcoming year based upon past sales performance and current estimates of demand.F) All of the above
G) C) and D)

Question 16

Sales activities occurring before, during, and after the sale itself, and which consist of six stages, are referred to as

Accepted Answer

A)  the new-product process.
B)  the strategic marketing process.
C)  the personal selling process.
D)  the consumer purchase decision process.
E)  relational selling.F) A) and E)
G) A) and D)

Question 17

All of the following are aspects of a job description for a salesperson except

Accepted Answer

A)  the physical and mental demands of the job.
B)  the customers to be called on.
C)  the types of products and services to be sold.
D)  to whom a salesperson reports.
E)  effective communication and listening skills.F) A) and B)
G) C) and E)

Question 18

A disadvantage of a customer sales organization is

Accepted Answer

A)  the need to assign just one salesperson to local, regional, national, and global territories.
B)  an increased need for multilingual salespeople.
C)  the smaller number of qualified sales managers.
D)  the need for close teamwork among a diverse salesforce.
E)  higher administrative costs and some duplication of selling effort.F) All of the above
G) B) and D)

Question 19

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

A)  input-related; output-related
B)  output-related; input-related
C)  financially related; accounting-related
D)  customer-related; salesperson-related
E)  short-term; long-termF) B) and E)
G) A) and B)

Question 20

In the __________ stage of the personal selling process, the first impression is critical.

Accepted Answer

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

Exam 20: Personal Selling and Sales Management

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________ and impose fines for violations.

Correct AnswerverifiedShow Answer

Sales activities occurring before, during, and after the sale itself, and which consist of six stages, are referred to as

Correct AnswerverifiedShow Answer

In 2001, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Correct AnswerverifiedShow Answer

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses.

Correct AnswerverifiedShow Answer

All of the following are aspects of a job description for a salesperson except

Correct AnswerverifiedShow Answer

In the __________ stage of the personal selling process, the first impression is critical.

Correct AnswerverifiedShow Answer

If an individual wants the product, can afford to buy it, and is the decision maker, this person is referred to as

Correct AnswerverifiedShow Answer

A disadvantage of a customer sales organization is

Correct AnswerverifiedShow Answer

Selling that involves adjusting the presentation to fit the selling situation is known as

Correct AnswerverifiedShow Answer

Account management policies are policies that

Correct AnswerverifiedShow Answer

Job analysis refers to

Correct AnswerverifiedShow Answer

When Daniel was hired to work for Bush Refrigeration Co., he was told, "The sales training program is 18 weeks, and we'll pay you $750 per week during that time." While in training, the company used a __________ to compensate Daniel for his time and effort.

Correct AnswerverifiedShow Answer

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

"Everyone lives by selling something" was an observation made by

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

A memorized, standardized message conveyed to every prospect is referred to as a

Correct AnswerverifiedShow Answer

Consultative selling refers to a presentation format that

Correct AnswerverifiedShow Answer

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Selling objectives can be and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be and emphasize the number of sales calls and selling expenses.

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