Question 1

A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for their computerized tomography (CT)  and magnetic resonance imaging (MRI)  scanners. With it, the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company's products in operation as well as narrated testimonials from satisfied customers. The technology enables both sales presentations and training salespeople. This would be an example of the use of

Accepted Answer

A)  specialized order taker.
B)  sales management principles.
C)  customer relationship management.
D)  salesforce technology.
E)  account management policies.F) A) and B)
G) All of the above

Question 2

Relationship selling refers to

Accepted Answer

A)  the assignment of a single salesperson to a single customer throughout the entire sales process.
B)  when suppliers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.
C)  the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time.
D)  the practice of using an entire team of professionals in selling to and servicing key customers.
E)  the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or serviceF) B) and E)
G) A) and E)

Question 3

Moore Chemical 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 C)
G) C) and D)

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 formatF) All of the above
G) A) and C)

Question 5

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

Accepted Answer

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

Question 6

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Accepted Answer

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

Question 7

The final stage in the personal selling process is referred to as __________.

Accepted Answer

A)  presentation
B)  assumptive close
C)  trial close
D)  urgency close
E)  follow-upF) B) and D)
G) A) and C)

Question 8

If the salesperson's objective is to search for and qualify potential customers, what is the name of this stage in the personnel selling process?

Accepted Answer

A)  presentation
B)  approach
C)  prospecting
D)  follow-up
E)  preapproachF) A) and B)
G) D) and E)

Question 9

If the salesperson's objective is to ensure that the customer is satisfied with the product or service, what is the name of this stage in the personnel selling process?

Accepted Answer

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

Question 10

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 E)
G) A) and D)

Question 11

Lindsey Smith's selling success is due in large part to her

Accepted Answer

A)  developing relationships with CEOs and CFOs.
B)  using a team of sales personnel, technical specialists, and health care professionals in selling to and servicing key customers.
C)  continually reinforcing GE Healthcare's competitive advantage.
D)  simplifying sales presentations for technical products.
E)  staying on top of marketing trends for business-to-business selling.F) A) and D)
G) A) and C)

Question 12

A sales plan refers to a

Accepted Answer

A)  method of determining a fair and equitable compensation plan.
B)  method of identifying the target markets that most closely meet the special skills of the salesforce.
C)  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 figure.
D)  statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.
E)  method that specifies times and places for direct communications between salespeople and their supervisor.F) B) and C)
G) A) and E)

Question 13

There are three key reasons for putting the customer into customer solutions in selling: (1)  considerable time and effort is necessary to fully understand a specific customer's requirements; (2)  effective customer solutions are based on relationships among sellers and buyers; and (3)

Accepted Answer

A)  it is ultimately the customer who converts a lead into a sale.
B)  only the customer knows how much they are will to pay for any given solution.
C)  consultative selling is central to providing novel solutions for customers, thereby creating value for them.
D)  only the salesperson knows when the solution has finally been found.
E)  customers are better able to articulate their problems and solutions than sellers.F) B) and C)
G) A) and E)

Question 14

A policy that specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Accepted Answer

A)  sales response management policies.
B)  key account management policies.
C)  account management policies.
D)  customer management policies.
E)  salesforce management policies.F) B) and D)
G) B) and C)

Question 15

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. Box A refers to __________.

Accepted Answer

A)  sales plan implementation
B)  salesforce determination
C)  salesforce communication
D)  sales plan formulation
E)  salesforce evaluationF) C) and D)
G) A) and C)

Question 16

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

Accepted Answer

A)  $10 to $15
B)  $15 to $20
C)  $20 to $25
D)  $30 to $40
E)  $40 to $50F) B) and C)
G) B) and E)

Question 17

A straight commission compensation plan is well-suited to sales positions where

Accepted Answer

A)  nonselling activities are minimal.
B)  there is lively competition in the industry.
C)  no technological background is necessary.
D)  most salespeople are working towards management positions.
E)  extensive nonselling activities are essential for closing a saleF) A) and D)
G) A) and E)

Question 18

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)  Salespeople can identify creative solutions to customer problems.
B)  Salespeople have little say in a company's account management policies.
C)  Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.
D)  Salespeople are the most highly trained of all a firm's employees and therefore have the greatest job security.
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.F) B) and E)
G) C) and D)

Question 19

During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Accepted Answer

A)  prospecting
B)  preapproach
C)  approach
D)  presentation
E)  closingF) All of the above
G) C) and D)

Question 20

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

Accepted Answer

A)  ensures follow-up.
B)  can be evaluated.
C)  is financially equitable.
D)  is ethical.
E)  is sustainableF) B) and D)
G) A) and C)

Exam 17: Personal Selling and Sales Management

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

Correct Answer
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Which of the following statements regarding the role of salespeople is most accurate?

Correct Answer
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During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Correct Answer
verified

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

Correct Answer
verified

Lindsey Smith's selling success is due in large part to her

Correct Answer
verified

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

Correct Answer
verified

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

Correct Answer
verified

The final stage in the personal selling process is referred to as __________.

Correct Answer
verified

Relationship selling refers to

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

Correct Answer
verified

Correct Answer
verified

A policy that specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Correct Answer
verified

A sales plan refers to a

Correct Answer
verified

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct Answer
verified

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. Box A refers to __________.

Correct Answer
verified

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)

Correct Answer
verified

If the salesperson's objective is to ensure that the customer is satisfied with the product or service, what is the name of this stage in the personnel selling process?

Correct Answer
verified

A straight commission compensation plan is well-suited to sales positions where

Correct Answer
verified

Correct Answer
verified

If the salesperson's objective is to search for and qualify potential customers, what is the name of this stage in the personnel selling process?

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs. Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is most accurate?

Correct AnswerverifiedShow Answer

During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Lindsey Smith's selling success is due in large part to her

Correct AnswerverifiedShow Answer

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The final stage in the personal selling process is referred to as __________.

Correct AnswerverifiedShow Answer

Relationship selling refers to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A policy that specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Correct AnswerverifiedShow Answer

A sales plan refers to a

Correct AnswerverifiedShow Answer

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

Correct AnswerverifiedShow Answer

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. Box A refers to __________.

Correct AnswerverifiedShow Answer

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3)

Correct AnswerverifiedShow Answer

If the salesperson's objective is to ensure that the customer is satisfied with the product or service, what is the name of this stage in the personnel selling process?

Correct AnswerverifiedShow Answer

A straight commission compensation plan is well-suited to sales positions where

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

If the salesperson's objective is to search for and qualify potential customers, what is the name of this stage in the personnel selling process?

Correct AnswerverifiedShow Answer

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