Question 1

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

Accepted Answer

A)  redirect the conversation
B)  defer to a supervisor
C)  agree and neutralize
D)  probe by asking additional questions
E)  distract by identifying competitor shortcomingsF) A) and D)
G) A) and C)

Question 2

Explain the difference between order takers and order getters.

Accepted Answer

Order takers process routine orders or r...

Question 3

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 experiences.F) A) and B)
G) None of the above

Question 4

Explain the difference between personal selling and sales management.

Accepted Answer

Personal selling involves the two-way fl...

Question 5

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Accepted Answer

A)  sales management.
B)  personal selling.
C)  sales promotion.
D)  direct selling.
E)  marketing management.F) A) and E)
G) A) and C)

Question 6

If the salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service," what is the name of this stage of the personnel selling process?

Accepted Answer

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

Question 7

What percentage of a sales representative's time is spent selling?

Accepted Answer

A)  32 percent
B)  41 percent
C)  48 percent
D)  53 percent
E)  55 percentF) None of the above
G) C) and D)

Question 8

A sales quota contains goals,such as sales produced,accounts generated,profit achieved,and/or

Accepted Answer

A)  sales of specific products.
B)  new clients contacted.
C)  reports filed.
D)  complaints received.
E)  customer enquiries.F) D) and E)
G) A) and E)

Question 9

Facsimile,e-mail,and voice mail are common __________ technologies salespeople use today.

Accepted Answer

A)  tablet device
B)  communication
C)  cutting-edge
D)  computer
E)  social mediaF) B) and D)
G) A) and B)

Question 10

Which of the following statements regarding order getters is most accurate?

Accepted Answer

A)  Order getters often replenish a retailer's inventories.
B)  Order getters are most often used in new-buy or modified rebuy situations.
C)  Order getters handle orders obtained on inbound telemarketing.
D)  Order getters typically process reorders for products already sold by the company.
E)  Order getter sales calls traditionally require the lowest financial investment from the firm.F) A) and D)
G) A) and C)

Question 11

The most basic of the three sales management functions is

Accepted Answer

A)  sales plan analysis.
B)  sales plan formulation.
C)  setting sales plan objectives.
D)  sales plan evaluation.
E)  sales plan implementation.F) D) and E)
G) All of the above

Question 12

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a __________.

Accepted Answer

A)  need-satisfaction presentation
B)  formula selling presentation
C)  stimulus-response presentation
D)  relationship selling presentation
E)  marketing concept presentationF) C) and D)
G) A) and E)

Question 13

The office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will report directly to the 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) A) and E)
G) B) and D)

Question 14

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) B) and E)
G) A) and E)

Question 15

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 D)
G) A) and D)

Question 16

A disadvantage of a straight commission compensation plan is

Accepted Answer

A)  it provides incentive to expand sales volume.
B)  it can discourage salespeople from providing customer service.
C)  it includes nonselling activities that take time away from selling.
D)  the overall compensation is usually lower than a straight salary compensation plan.
E)  it is difficult to administer.F) A) and D)
G) B) and D)

Question 17

After completing an 18-week sales training program,Joshua was told,"You will be paid 4 percent on net dollar volume up to $10 million.Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ for him after completing the sales training program.

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

Question 18

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) None of the above
G) B) and C)

Question 19

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Accepted Answer

A)  salesforce recruitment and selection
B)  developing account management policies
C)  assignment of territories and/or accounts
D)  setting sales objectives
E)  salesforce evaluationF) A) and E)
G) A) and D)

Question 20

An order taker refers to a

Accepted Answer

A)  salesperson who specializes in identifying,analyzing,and solving customer problems,but who does not actually sell products and services.
B)  salesperson who processes routine orders or reorders for products that were already sold by the company.
C)  salesperson who identifies prospective customers,provides them with information,persuades them to buy,closes sales,and follows up on their use of a product or service.
D)  a person on the selling team who is responsible for obtaining qualified leads.
E)  member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.F) All of the above
G) A) and B)

Exam 17: Personal Selling and Sales Management

There are three major tasks involved in the implementation stage of the sales management process: salesforce motivation and compensation,salesforce training,and __________.

Correct AnswerverifiedShow Answer

The most basic of the three sales management functions is

Correct AnswerverifiedShow Answer

After completing an 18-week sales training program,Joshua was told,"You will be paid 4 percent on net dollar volume up to $10 million.Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ for him after completing the sales training program.

Correct AnswerverifiedShow Answer

A disadvantage of a straight commission compensation plan is

Correct AnswerverifiedShow Answer

What percentage of a sales representative's time is spent selling?

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

A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers is referred to as a __________.

Correct AnswerverifiedShow Answer

An order taker refers to a

Correct AnswerverifiedShow Answer

The office memo read,"Sales representatives from Kansas,Nebraska,Iowa,and Missouri will report directly to the 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 sales quota contains goals,such as sales produced,accounts generated,profit achieved,and/or

Correct AnswerverifiedShow Answer

Facsimile,e-mail,and voice mail are common __________ technologies salespeople use today.

Correct AnswerverifiedShow Answer

Which of the following statements regarding order getters is most accurate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as

Correct AnswerverifiedShow Answer

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

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

Explain the difference between personal selling and sales management.

Correct AnswerverifiedPersonal selling involves the two-way fl...View AnswerShow Answer

If the salesperson's objective is to "begin converting a prospect into a customer by creating a desire for the product or service," what is the name of this stage of the personnel selling process?

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

Explain the difference between order takers and order getters.

Correct AnswerverifiedOrder takers process routine orders or r...View AnswerShow Answer

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Personal selling involves the two-way fl...
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Order takers process routine orders or r...
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