Question 1

MooreChem created a marketing dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue,gross margin,selling expense,profit,average order size,new customers,and customer satisfaction.Each metric was gauged to show actual salesperson performance __________.

Accepted Answer

A)   in terms of company rank
B)   relative to the rest of the sales team
C)   relative to target goals
D)   plus expectations for the next two years
E)   based upon previous years of experiencesF) A) and E)
G) C) and D)

Question 2

Salespeople called outside order takers visit customers and __________ of resellers.

Accepted Answer

A)   solve most of the technical problems
B)   represent products with many purchase options
C)   help design the product displays
D)   train the personnel management
E)   replenish inventory stocksF) A) and E)
G) D) and E)

Question 3

sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Accepted Answer

A)   responses to advertising, referrals, and telephone calls
B)   sending their salesforce to visit competitors' customers
C)   sending their salesforce to visit former customers to win them back
D)   an agreement with local repair shops that supply customer information in exchange for the right to carry Xerox products in their stores
E)   selling printer paper with the Xerox watermark to create brand awarenessF) C) and E)
G) D) and E)

Question 4

Emotional intelligence refers to __________.

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 help 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 basisF) A) and C)
G) B) and E)

Question 5

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement except the flowers.It sells to 10,000 flower and gift shops and 5,000 supermarkets nationwide.Each florist is called on four times a month and each supermarket is called on twice a month.Assume a 52-week calendar year and that each salesperson takes a four-week vacation.A sales call to a florist takes one hour of selling time,and a sales call to a supermarket takes two hours of selling time.An average salesperson spends 1,000 hours per year making sales calls.Calculate the number of salespeople Diamond Line needs to cover its account base.The number of salespeople it needs is __________.

Accepted Answer

A)   15
B)   52
C)   240
D)   480
E)   720F) A) and E)
G) B) and D)

Question 6

Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Accepted Answer

A)   interactive marketing
B)   multichannel selling
C)   inbound telemarketing
D)   outbound telemarketing
E)   social networkingF) A) and B)
G) B) and D)

Question 7

the end of her sales presentation,the salesperson asks,"Will you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________ close.

Accepted Answer

A)   assumptive
B)   consultative
C)   proactive
D)   urgency
E)   adaptiveF) A) and E)
G) A) and D)

Question 8

sales process at Xerox typically follows the six stages of the personal selling process.During the third stage,a Xerox sales representative approaches the prospect and suggests __________.

Accepted Answer

A)   several product alternatives
B)   several solutions to perceived problems the salesforce has identified
C)   different pricing options
D)   a meeting and presentation
E)   a visit to corporate headquarters for a complete tour of the facilitiesF) C) and D)
G) B) and C)

Question 9

personal selling process encompasses __________ distinct selling stages.

Accepted Answer

A)   3
B)   4
C)   5
D)   6
E)   7F) A) and C)
G) B) and E)

Question 10

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

Question 11

closing stage in the selling process involves obtaining a purchase commitment from the prospect.This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy.Telltale signals indicating a readiness to buy include __________.

Accepted Answer

A)   body language, statements, and questions
B)   questions, financial negotiation, and counteroffers
C)   negotiations, questions, and requests for assurance
D)   eye contact, body language, and requests for assurance
E)   questions, statements, and financial negotiationsF) B) and D)
G) A) and C)

Question 12

Figure 20-6B
-Consider Figure 20-6B above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization B" represents which type of salesforce organization structure?

Accepted Answer

A)   geographical
B)   NAICS
C)   product
D)   market type
E)   customerF) C) and D)
G) A) and E)

Question 13

Xerox uses a __________ compensation plan to compensate its salesforce.

Accepted Answer

A)   sales response
B)   combination
C)   straight salary
D)   straight commission
E)   sales functionF) B) and D)
G) None of the above

Question 14

Missionary salespeople are __________.

Accepted Answer

A)   salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services
B)   salespeople who process routine orders for products that are presold by the company
C)   salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer's use of the product or service
D)   people on the selling team who are responsible for obtaining qualified leads
E)   sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new productsF) A) and D)
G) A) and B)

Question 15

___________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Accepted Answer

A)   canned sales
B)   formula selling
C)   persuasive selling
D)   need-satisfaction
E)   stimulus-responseF) A) and C)
G) A) and B)

Question 16

three types of personal selling are order taking,order getting,and __________.

Accepted Answer

A)   customer sales support
B)   order fulfillment
C)   order management
D)   order processing
E)   order shipmentF) B) and C)
G) A) and D)

Question 17

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)   workload plan
E)   sales assessmentF) C) and D)
G) C) and E)

Question 18

Today,__________ of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and,of course,create and sustain value for their customers.

Accepted Answer

A)   15%
B)   20%
C)   45%
D)   75%
E)   90%F) A) and E)
G) C) and D)

Question 19

Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Accepted Answer

A)   inside order takers
B)   outside order takers
C)   inbound telemarketers
D)   outbound telemarketers
E)   management order takersF) D) and E)
G) None of the above

Question 20

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

Accepted Answer

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

Exam 20: Personal Selling and Sales Management

___________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Correct Answer
verified

personal selling process encompasses __________ distinct selling stages.

Correct Answer
verified

Missionary salespeople are __________.

Correct Answer
verified

three types of personal selling are order taking,order getting,and __________.

Correct Answer
verified

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

Correct Answer
verified

Today,__________ of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and,of course,create and sustain value for their customers.

Correct Answer
verified

Salespeople called outside order takers visit customers and __________ of resellers.

Correct Answer
verified

Emotional intelligence refers to __________.

Correct Answer
verified

closing stage in the selling process involves obtaining a purchase commitment from the prospect.This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy.Telltale signals indicating a readiness to buy include __________.

Correct Answer
verified

Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Correct Answer
verified

Correct Answer
verified

sales process at Xerox typically follows the six stages of the personal selling process.During the third stage,a Xerox sales representative approaches the prospect and suggests __________.

Correct Answer
verified

sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Correct Answer
verified

Figure 20-6B -Consider Figure 20-6B above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization B" represents which type of salesforce organization structure?

Correct Answer
verified

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

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

Correct Answer
verified

Xerox uses a __________ compensation plan to compensate its salesforce.

Correct Answer
verified

the end of her sales presentation,the salesperson asks,"Will you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________ close.

Correct Answer
verified

Correct Answer
verified

Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

___________ format,which emphasizes problem solving and customer solutions,is the most consistent with the marketing concept and relationship building.

Correct AnswerverifiedShow Answer

personal selling process encompasses __________ distinct selling stages.

Correct AnswerverifiedShow Answer

Missionary salespeople are __________.

Correct AnswerverifiedShow Answer

three types of personal selling are order taking,order getting,and __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Today,__________ of companies employ cross-functional teams of professionals to work with customers to improve relationships,find better ways of doing things,and,of course,create and sustain value for their customers.

Correct AnswerverifiedShow Answer

Salespeople called outside order takers visit customers and __________ of resellers.

Correct AnswerverifiedShow Answer

Emotional intelligence refers to __________.

Correct AnswerverifiedShow Answer

closing stage in the selling process involves obtaining a purchase commitment from the prospect.This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy.Telltale signals indicating a readiness to buy include __________.

Correct AnswerverifiedShow Answer

Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website,the firm was using __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

sales process at Xerox typically follows the six stages of the personal selling process.During the third stage,a Xerox sales representative approaches the prospect and suggests __________.

Correct AnswerverifiedShow Answer

sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Correct AnswerverifiedShow Answer

Figure 20-6B -Consider Figure 20-6B above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization B" represents which type of salesforce organization structure?

Correct AnswerverifiedShow Answer

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

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

Correct AnswerverifiedShow Answer

Xerox uses a __________ compensation plan to compensate its salesforce.

Correct AnswerverifiedShow Answer

the end of her sales presentation,the salesperson asks,"Will you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________ close.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Salespeople called __________ visit customers and replenish inventory stocks of resellers,such as retailers or wholesalers.

Correct AnswerverifiedShow Answer

Correct Answer
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