Question 1

________ involves the use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations.

Accepted Answer

A)   Sales analysis
B)   Formula selling
C)   Adaptive selling
D)   Consultative selling
E)   Key account managementF) A) and B)
G) B) and E)

Question 2

A canned sales presentation has some drawbacks, among them that it

Accepted Answer

A)   provides too little information to prospects.
B)   is difficult for inexperienced salespeople to use.
C)   allows little room for feedback from prospective customers.
D)   is too expensive and time consuming.
E)   lacks consistency.F) A) and B)
G) B) and E)

Question 3

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Accepted Answer

A)   specialized order taker.
B)   designated order getter.
C)   missionary salesperson.
D)   sales engineer.
E)   sales technician.F) C) and D)
G) B) and E) D

Question 4

________ are often employed by companies that use inbound telemarketing, such as for a retailer's catalog phone banks.

Accepted Answer

A)   Inside order getters
B)   Missionary salespeople
C)   Sales associates
D)   Inside order takers
E)   Outside order takersF) A) and E)
G) B) and D)

Question 5

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 often found in the ________ for sales positions.

Accepted Answer

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

Question 6

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Faulkner is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

Accepted Answer

A)   Qualified prospects have heard of and now have an interest in buying advertising in the newspaper.
B)   Qualified prospects are part of an industry that buys advertising in the newspaper.
C)   Qualified prospects have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision.
D)   Qualified prospects will participate in the decision to buy the advertising as part of a cross-functional team.
E)   Qualified prospects read the newspaper daily and recognize that it is a good advertising medium.F) A) and B)
G) C) and D)

Question 7

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Accepted Answer

A)   an output-related
B)   an input-related
C)   a behaviorally-related
D)   a cold-call-related
E)   a market-relatedF) All of the above
G) C) and D)

Question 8

Applied to recruiting and selecting salespeople, a ________ includes to whom a salesperson reports, how he or she interacts with other company personnel, and the customers to be called on.

Accepted Answer

A)   job description
B)   sales plan
C)   job analysis
D)   sales performance audit
E)   personal performance planF) None of the above
G) C) and D)

Question 9

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 C)
G) A) and B)

Question 10

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

Accepted Answer

A)   closing
B)   approach
C)   presentation
D)   handling objections
E)   follow-upF) A) and C)
G) A) and B)

Question 11

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Accepted Answer

A)   sales plan.
B)   salesforce framework.
C)   sales protocol.
D)   selling work order.
E)   sales assessment.F) A) and B)
G) C) and E)

Question 12

Salesforce automation is the use of ________ to make the sales function more efficient and effective.

Accepted Answer

A)   avatars
B)   emotional intelligence
C)   account management policies
D)   technology
E)   suggestive selling techniquesF) C) and E)
G) None of the above D

Question 13

Figure 21-7
-Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box A represents which account management policy?

Accepted Answer

A)   accounts that the firm should consider replacing personal calls with telephone sales or direct mail to service accounts
B)   accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
C)   accounts that offer a poor opportunity because they have high levels of competition
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) None of the above
G) C) and D)

Question 14

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

Accepted Answer

A)   close
B)   approach
C)   preapproach
D)   presentation
E)   prospectingF) All of the above
G) A) and E)

Question 15

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Accepted Answer

A)   key account management.
B)   relationship marketing.
C)   relationship selling.
D)   customer account management.
E)   needs-satisfaction selling.F) C) and D)
G) B) and E)

Question 16

The ________ is a common formula-based approach for determining the size of a salesforce.

Accepted Answer

A)   sales response function
B)   account management framework
C)   workhorse method
D)   salesforce allocation method
E)   workload methodF) A) and B)
G) A) and C)

Question 17

A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size is referred to as the

Accepted Answer

A)   workload method.
B)   workhorse method.
C)   salesforce staffing formula.
D)   salesforce territory distribution matrix.
E)   salesforce allocation method.F) B) and C)
G) C) and D)

Question 18

Emotional intelligence is

Accepted Answer

A)   the ability to anticipate and overcome a potential customer's objections.
B)   a method of measuring the potential of people who have not had formal schooling.
C)   a measurement to determine a person's patience in stressful selling situations.
D)   the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers in order to make a sale.
E)   the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis.F) B) and C)
G) C) and E)

Question 19

A disadvantage of a straight commission compensation plan is that

Accepted Answer

A)   it does not provide incentive to expand sales volume.
B)   it can discourage salespeople from providing customer service.
C)   it includes non-selling activities that take time away from selling.
D)   the overall compensation is usually lower than a straight salary compensation plan.
E)   it not perceived as equitable by most salespeople.F) A) and B)
G) None of the above

Question 20

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

Accepted Answer

A)   size of the salesforce; 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) A) and E)
G) A) and D) C

Exam 21: Implementing Interactive and Multi-Channel Marketing

________ involves the use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations.

Correct Answer
verified

A canned sales presentation has some drawbacks, among them that it

Correct Answer
verified

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Correct Answer
verified
D

________ are often employed by companies that use inbound telemarketing, such as for a retailer's catalog phone banks.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Correct Answer
verified

Applied to recruiting and selecting salespeople, a ________ includes to whom a salesperson reports, how he or she interacts with other company personnel, and the customers to be called on.

Correct Answer
verified

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 Answer
verified

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

Correct Answer
verified

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Correct Answer
verified

Salesforce automation is the use of ________ to make the sales function more efficient and effective.

Correct Answer
verified
D

Figure 21-7 -Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box A represents which account management policy?

Correct Answer
verified

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

Correct Answer
verified

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Correct Answer
verified

The ________ is a common formula-based approach for determining the size of a salesforce.

Correct Answer
verified

A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size is referred to as the

Correct Answer
verified

Emotional intelligence is

Correct Answer
verified

A disadvantage of a straight commission compensation plan is that

Correct Answer
verified

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

Correct Answer
verified
C

Exam 21: Implementing Interactive and Multi-Channel Marketing

________ involves the use of teams of sales, service, and technical personnel who work with purchasing, manufacturing, engineering, logistics, and financial executives in customer organizations.

Correct AnswerverifiedShow Answer

A canned sales presentation has some drawbacks, among them that it

Correct AnswerverifiedShow Answer

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services is referred to as a

Correct AnswerverifiedD

________ are often employed by companies that use inbound telemarketing, such as for a retailer's catalog phone banks.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Correct AnswerverifiedShow Answer

Applied to recruiting and selecting salespeople, a ________ includes to whom a salesperson reports, how he or she interacts with other company personnel, and the customers to be called on.

Correct AnswerverifiedShow Answer

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

When a salesperson in the Apple store asks, "Will that be charge or cash?" he has executed which stage of the personal selling process?

Correct AnswerverifiedShow Answer

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Correct AnswerverifiedShow Answer

Salesforce automation is the use of ________ to make the sales function more efficient and effective.

Correct AnswerverifiedD

Figure 21-7 -Consider Figure 21-7 above, which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position. Box A represents which account management policy?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is referred to as

Correct AnswerverifiedShow Answer

The ________ is a common formula-based approach for determining the size of a salesforce.

Correct AnswerverifiedShow Answer

A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size is referred to as the

Correct AnswerverifiedShow Answer

Emotional intelligence is

Correct AnswerverifiedShow Answer

A disadvantage of a straight commission compensation plan is that

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedC

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
D

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
D

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified
C