Question 1

Personal Selling Process Photo B
-need-satisfaction presentation format that focuses on problem identification,in which the salesperson serves as an expert on problem recognition and resolution,is referred to as __________ selling.

Accepted Answer

A)   adaptive
B)   suggestive
C)   formula
D)   consultative
E)   relationshipF) B) and C)
G) A) and D)

Question 2

which stage in the personal selling process would the salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

A)   assumptive close
B)   final close
C)   urgency close
D)   follow-up
E)   postpurchase evaluationF) None of the above
G) B) and C)

Question 3

Consultative selling style is very prominent in __________ marketing.

Accepted Answer

A)   business-to-business
B)   business-to-government
C)   consumer-to-consumer
D)   consumer-to-business
E)   consumer-to-governmentF) A) and D)
G) All of the above

Question 4

sales manager instructed the salesperson to "Make five hundred customer contacts between January 1st and July 1st." The sales manager voiced a(n) __________ sales objective.

Accepted Answer

A)   output-related
B)   input-related
C)   behavior-related
D)   comprehensive-related
E)   market-relatedF) B) and D)
G) A) and B)

Question 5

three commonly used compensation plans are __________.

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 commissionF) A) and B)
G) A) and C)

Question 6

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

Accepted Answer

A)   redirect the conversation
B)   defer to a supervisor
C)   probe by asking additional questions
D)   distract by identifying competitor shortcomings
E)   acknowledge and convert the objectionF) A) and B)
G) B) and E)

Question 7

Another name for cold calling is _____.

Accepted Answer

A)   cold canvassing
B)   seminar selling
C)   conference selling
D)   sales managed selling
E)   trial-close sellingF) A) and C)
G) B) and E)

Question 8

Xerox salesforce is divided into four __________ organizations.

Accepted Answer

A)   profit
B)   geographic
C)   customer
D)   market
E)   product life cycleF) B) and D)
G) A) and D)

Question 9

Norma Adler works for Tyco Healthcare.Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.Although Adler is part of her company's salesforce,she does not directly solicit orders.Adler is what type of salesperson?

Accepted Answer

A)   an inside order taker
B)   an outside order getter
C)   a missionary salesperson
D)   a sales engineer
E)   a sales team coordinatorF) B) and C)
G) A) and D)

Question 10

Which of the following statements should the salesperson use as a denial response to a prospect's objection?

Accepted Answer

A)   "I think I might be able to explain that better to you after showing you this diagram."
B)   "Yes, you're right, it is lighter but that is done intentionally to make your work easier."
C)   "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D)   "Where did you hear that? Your source must have erroneous information."
E)   "As I was saying, …."F) C) and E)
G) A) and D)

Question 11

There are five dimensions to emotional intelligence: self-motivation; self-awareness; the ability to manage one's emotions and impulses; __________; and social skills.

Accepted Answer

A)   empathy
B)   sense of humor
C)   the ability to read body language
D)   the ability to be positive
E)   a need to be in controlF) D) and E)
G) B) and C)

Question 12

using an account management policy grid,an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is __________.

Accepted Answer

A)   high, and the sales organization has a strong competitive position
B)   low, and the sales organization has a strong competitive position
C)   high, and there is a likelihood that a strong competitive position can be achieved
D)   low, and the sales organization has a low competitive position
E)   high, and the sales organization has strong competitive positionF) All of the above
G) C) and E)

Question 13

name of a person who may be a possible customer is referred to as a __________.

Accepted Answer

A)   hot lead
B)   cold call
C)   lead
D)   prospect
E)   qualified prospectF) B) and E)
G) B) and D)

Question 14

Figure 20-3
-shown in Figure 20-3 above,"B" is the__________ stage in the personal selling process.

Accepted Answer

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

Question 15

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

Accepted Answer

A)   The most preferred compensation plan among sales people is the straight commission plan.
B)   Nonmonetary rewards are not very effective as salesforce motivators.
C)   New recruits are often more productive than seasoned professionals.
D)   Ineffective practices often lead to costly salesforce 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) A) and E)
G) C) and D)

Question 16

trial close refers to __________.

Accepted Answer

A)   asking the prospect to make a decision on some aspect of the purchase
B)   allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase
C)   committing the prospect quickly by making references to the time limits of the purchase
D)   making an exchange of money or other unit of value
E)   asking the prospect to make choices concerning delivery, warranty, or financing termsF) D) and E)
G) A) and E)

Question 17

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) A) and D)
G) B) and D)

Question 18

Which of the following is the simplest salesforce organizational structure?

Accepted Answer

A)   profit
B)   customer
C)   product
D)   geographical
E)   marketF) A) and D)
G) None of the above

Question 19

Berry Company sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

Accepted Answer

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

Question 20

Perhaps the most well-known component of Xerox's sales management process is its __________.

Accepted Answer

A)   stellar business reputation
B)   sustainability programs
C)   sales representatives training program
D)   challenging and dynamic environment
E)   use of information technologyF) A) and E)
G) A) and B)

Exam 20: Personal Selling and Sales Management

Figure 20-3 -shown in Figure 20-3 above,"B" is the__________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

Norma Adler works for Tyco Healthcare.Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.Although Adler is part of her company's salesforce,she does not directly solicit orders.Adler is what type of salesperson?

Correct AnswerverifiedShow Answer

Consultative selling style is very prominent in __________ marketing.

Correct AnswerverifiedShow Answer

using an account management policy grid,an account would replace personal calls with telemarketing or direct mail if the account opportunity level assessment is __________.

Correct AnswerverifiedShow Answer

Perhaps the most well-known component of Xerox's sales management process is its __________.

Correct AnswerverifiedShow Answer

Berry Company sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

Correct AnswerverifiedShow Answer

Another name for cold calling is _____.

Correct AnswerverifiedShow Answer

sales manager instructed the salesperson to "Make five hundred customer contacts between January 1st and July 1st." The sales manager voiced a(n) __________ sales objective.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is the simplest salesforce organizational structure?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

trial close refers to __________.

Correct AnswerverifiedShow Answer

which stage in the personal selling process would the salesperson ask the customer whether he or she is satisfied with the product?

Correct AnswerverifiedShow Answer

three commonly used compensation plans are __________.

Correct AnswerverifiedShow Answer

There are five dimensions to emotional intelligence: self-motivation; self-awareness; the ability to manage one's emotions and impulses; __________; and social skills.

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use as a denial response to a prospect's objection?

Correct AnswerverifiedShow Answer

Personal Selling Process Photo B -need-satisfaction presentation format that focuses on problem identification,in which the salesperson serves as an expert on problem recognition and resolution,is referred to as __________ selling.

Correct AnswerverifiedShow Answer

Xerox salesforce is divided into four __________ organizations.

Correct AnswerverifiedShow Answer

name of a person who may be a possible customer is referred to as a __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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sales manager instructed the salesperson to "Make five hundred customer contacts between January 1^st and July 1^st." The sales manager voiced a(n) __________ sales objective.

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