Question 1

Over a decade ago,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)   sales force automation system
C)   product-oriented sales organization
D)   geographic-oriented sales organization
E)   consultative selling modelF) D) and E)
G) None of the above

Question 2

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.When its salesperson told the prospect,"For this week only,we will pay all the shipping costs for new customers," the salesperson was using

Accepted Answer

A)   a reactive close.
B)   an assumptive close.
C)   an urgency close.
D)   a consultative close.
E)   a definitive close.F) C) and D)
G) A) and C)

Question 3

Salespeople are paid using one of three plans

Accepted Answer

A)   incremental salary, input-based commission, and output-based commission.
B)   straight salary, straight commission, and graded-scale competitive pay.
C)   percentage of sales, percentage of profits, and straight salary.
D)   straight salary, straight commission, and a combination of salary and commission.
E)   straight commission, percentage of market share, and a combination of salary and commission.F) All of the above
G) A) and E)

Question 4

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Accepted Answer

A)   new sales, new lead generation, and customer billing.
B)   sales calls, selling expenses, and account management policies.
C)   selling expenses, profits generated, and account management policies.
D)   new lead generation, sales quotas, and sales increases over the previous evaluation period.
E)   recruitment, selection, and training of new sales representatives.F) A) and B)
G) A) and E)

Question 5

Figure 17-4 
-Consider Figure 17-4,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.C 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 are somewhat attractive because the sales organization has a strong position, but future opportunity is limited
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) A) and D)
G) D) and E)

Question 6

An advantage of a geographical sales organization is that it

Accepted Answer

A)   is more effective and provides specialized customer support.
B)   minimizes travel time, expenses, and duplication of selling effort.
C)   has smaller costs for sales calls.
D)   reduces the number of salespersons in the sales force.
E)   requires fewer sales managers.F) A) and B)
G) D) and E)

Question 7

The salesperson's objective is to "gain a prospect's attention,stimulate interest,and make a transition to the presentation" during which stage in the personnel selling process?

Accepted Answer

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

Question 8

Aspects of __________ policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Accepted Answer

A)   sales response management
B)   account management
C)   sales administration
D)   customer interaction
E)   prospect administrationF) A) and B)
G) A) and D)

Question 9

Two types of order takers exist.__________ visit customers and replenish inventory stocks of resellers,whereas __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)   Inside order takers; outside order getters
B)   Inside order takers; outside sales clerks
C)   Outside order takers; inside order takers
D)   Salesclerks; inbound telemarketers
E)   Inside order getters; outside order takersF) C) and E)
G) All of the above

Question 10

A sales quota refers to

Accepted Answer

A)   the ratio of sales calls made to actual sales closed.
B)   the minimum number of sales that must be made before a salesperson can be paid.
C)   the maximum threshold for satisfactory performance during an annual performance evaluation.
D)   the maximum number of sales that can be made before receiving a commission on sales.
E)   the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.F) B) and E)
G) D) and E)

Question 11

Team selling refers to the practice of

Accepted Answer

A)   using an entire group of professionals in selling to and servicing major customers.
B)   sending an entire group of a firm's sales representatives into the field.
C)   combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.
D)   sending a group of sales representatives to concentrate on performing promotional activities and introducing new products.
E)   assigning a group of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers.F) A) and C)
G) B) and D)

Question 12

________ 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) None of the above
G) A) and E)

Question 13

The tasks involved in managing personal selling include all of the following except which?

Accepted Answer

A)   selecting salespeople
B)   evaluating the performance of individual salespeople
C)   setting sales objectives
D)   organizing the sales force
E)   designing new direct sales promotions to generate new salesF) B) and C)
G) None of the above

Question 14

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

Accepted Answer

A)   setting sales objectives
B)   sales force training
C)   sales force evaluation
D)   assignment of territories and/or accounts
E)   developing account management policiesF) A) and B)
G) A) and E)

Question 15

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Accepted Answer

A)   collaborative selling.
B)   team selling.
C)   cooperative selling.
D)   account selling.
E)   formula selling.F) B) and E)
G) C) and D)

Question 16

Figure 17-2

-As shown in Figure 17-2,B is the __________ stage in the personal selling process.

Accepted Answer

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

Question 17

Figure 17-2

-As shown in Figure 17-2,E is the __________ stage in the personal selling process.

Accepted Answer

A)   close
B)   preapproach
C)   follow-up
D)   presentation
E)   approachF) C) and D)
G) C) and E)

Question 18

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Accepted Answer

A)   demonstrative
B)   sensitive
C)   cognitive
D)   emotional
E)   behavioralF) B) and E)
G) B) and D)

Question 19

Team selling would most likely be used by a company that sells

Accepted Answer

A)   file cabinets.
B)   washing machines.
C)   dining room tables.
D)   four-wheel drive sports utility vehicle (SUVs) .
E)   automated industrial milling machines.F) None of the above
G) A) and B)

Question 20

Which of the following statements regarding sales force compensation plans is most accurate?

Accepted Answer

A)   The most preferred compensation plan among salespeople is the straight commission plan.
B)   Nonmonetary rewards are not very effective as sales force motivators.
C)   New recruits are often more productive than seasoned professionals.
D)   Ineffective practices often lead to costly sales force turnovers.
E)   The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.F) All of the above
G) D) and E)

Exam 17: Personal Selling and Sales Management

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

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Aspects of __________ policies might include which individuals in a buying organization should be contacted,the amount of sales and service effort that different customers should receive,and the kinds of information salespeople should collect before or during a sales call.

Correct AnswerverifiedShow Answer

Figure 17-2 -As shown in Figure 17-2,E is the __________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

A sales quota refers to

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Salespeople are paid using one of three plans

Correct AnswerverifiedShow Answer

Figure 17-2 -As shown in Figure 17-2,B is the __________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Team selling refers to the practice of

Correct AnswerverifiedShow Answer

Which of the following statements regarding sales force compensation plans is most accurate?

Correct AnswerverifiedShow Answer

Many firms such as Xerox and IBM use a cross-functional sales practice known as

Correct AnswerverifiedShow Answer

________ 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

The salesperson's objective is to "gain a prospect's attention,stimulate interest,and make a transition to the presentation" during which stage in the personnel selling process?

Correct AnswerverifiedShow Answer

The tasks involved in managing personal selling include all of the following except which?

Correct AnswerverifiedShow Answer

Two types of order takers exist.__________ visit customers and replenish inventory stocks of resellers,whereas __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct AnswerverifiedShow Answer

Team selling would most likely be used by a company that sells

Correct AnswerverifiedShow Answer

Davidson-Uphoff & Co.sells ironware accessories for home and garden to retailers.When its salesperson told the prospect,"For this week only,we will pay all the shipping costs for new customers," the salesperson was using

Correct AnswerverifiedShow Answer

About 60 percent of U.S.companies now include customer satisfaction as a __________ measure of salesperson performance.

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Correct AnswerverifiedShow Answer

Figure 17-4 -Consider Figure 17-4,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position.C represents which account management policy?

Correct AnswerverifiedShow Answer

Over a decade ago,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

An advantage of a geographical sales organization is that it

Correct AnswerverifiedShow Answer

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Two types of order takers exist. visit customers and replenish inventory stocks of resellers,whereas typically answer simple questions,take orders,and complete transactions with customers.

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