Question 1

Selling objectives can be __________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be __________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

A)  input-related;output-related
B)  output-related;input-related
C)  financially-related;accounting-related
D)  customer-related;salesperson-related
E)  short-term;long-termF) A) and B)
G) C) and E)

Question 2

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting,selecting,training,and compensating salespeople;and (4)

Accepted Answer

A)  identifying potential target markets.
B)  evaluating the performance of individual salespeople.
C)  using salesforce input to make product modifications.
D)  maintaining open communications between sales representatives and all other stakeholders.
E)  designing new promotional campaigns for the purpose of generating new sales.F) A) and E)
G) A) and B)

Question 3

A job description is a written document that describes job relationships and requirements that characterize each sales position.Once established,the job description is then translated into a __________.

Accepted Answer

A)  statement of job credentials
B)  statement of emotional intelligence
C)  statement of job qualifications
D)  statement of job requirements
E)  statement of job educationF) B) and D)
G) A) and D)

Question 4

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 takers
B)  Inside order takers;outside order clerks
C)  Outside order takers;inside order takers
D)  Salesclerks;inbound telemarketers
E)  Inside order clerks;outside order takersF) B) and C)
G) A) and B)

Question 5

The __________ is a common formula-based approach for determining the size of a salesforce.

Accepted Answer

A)  sales response function
B)  account management framework
C)  workhorse method
D)  salesforce allocation method
E)  workload methodF) A) and C)
G) A) and B)

Question 6

A formula-based 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 is referred to as the __________.

Accepted Answer

A)  workload method
B)  workhorse method
C)  salesforce staffing formula
D)  salesforce territory distribution matrix
E)  salesforce allocation methodF) D) and E)
G) A) and C)

Question 7

Recent research indicates that a salesperson's __________ to create customer value exists.

Accepted Answer

A)  VALS profile
B)  country of origin
C)  genetic predisposition
D)  education
E)  social classF) A) and B)
G) D) and E)

Question 8

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________;and (3) salesforce evaluation.

Accepted Answer

A)  salesforce compensation
B)  salesforce size determination
C)  sales plan implementation
D)  salesforce communication
E)  salesforce trainingF) A) and B)
G) None of the above

Question 9

FedEx uses sales personnel,carrier management specialists,and engineering and administrative executives who continually find ways to improve the technology of shipping goods across town and around the world.This type of sales approach is called __________.

Accepted Answer

A)  team selling
B)  formula selling
C)  partnership selling
D)  missionary selling
E)  order takingF) B) and D)
G) None of the above

Question 10

The 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 negotiations.F) A) and C)
G) A) and E)

Question 11

The Xerox salesforce is divided into four __________ organizations.

Accepted Answer

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

Question 12

A formula selling presentation refers to a format that

Accepted Answer

A)  emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution.
C)  consists of information that must be provided in an accurate,thorough,and step-by-step manner to inform the prospect.
D)  assumes that given the appropriate stimulus by a salesperson,the prospect will buy.
E)  relies on exhibits at trade shows,professional meetings,and conferences.F) B) and E)
G) B) and D)

Question 13

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)  numerically-controlled milling machinesF) A) and D)
G) A) and C)

Question 14

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

Question 15

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 products.F) All of the above
G) A) and E)

Question 16

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage,the salesperson continues to meet and communicate with the client to

Accepted Answer

A)  remove all competitors' products from the clients' offices.
B)  sell ancillary and complementary products.
C)  provide assistance and monitor the effectiveness of the installed solution.
D)  request leads for other potential sales.
E)  offer special price incentives for future pre-buys.F) C) and E)
G) D) and E)

Question 17

Which of the following statements should a salesperson use to postpone 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) B) and E)
G) A) and D)

Question 18

A geographical sales organization would NOT be the best structure if

Accepted Answer

A)  a firm is trying to reduce duplication of selling effort.
B)  a firm is trying to minimize travel time.
C)  a firm's products or customers require specialized knowledge.
D)  different buyers have similar needs.
E)  there is a need to increase the number of salespersons in the salesforce.F) C) and D)
G) A) and B)

Question 19

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."B" represents which type of salesforce organization structure?

Accepted Answer

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

Question 20

Inside order takers are also referred to as __________.

Accepted Answer

A)  managers
B)  directors
C)  missionaries
D)  salesclerks
E)  go-gettersF) A) and E)
G) A) and B)

Exam 20: Personal Selling and Sales Management

Missionary salespeople are

Correct AnswerverifiedShow Answer

A job description is a written document that describes job relationships and requirements that characterize each sales position.Once established,the job description is then translated into a __________.

Correct AnswerverifiedShow Answer

Recent research indicates that a salesperson's __________ to create customer value exists.

Correct AnswerverifiedShow Answer

Selling objectives can be __________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be __________ and emphasize the number of sales calls and selling expenses.

Correct AnswerverifiedShow Answer

The tasks involved in managing personal selling include the following: (1) setting objectives; (2) organizing the salesforce; (3) recruiting,selecting,training,and compensating salespeople;and (4)

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________;and (3) salesforce evaluation.

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

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."B" represents which type of salesforce organization structure?

Correct AnswerverifiedShow Answer

A formula selling presentation refers to a format that

Correct AnswerverifiedShow Answer

A geographical sales organization would NOT be the best structure if

Correct AnswerverifiedShow Answer

A formula-based 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 is referred to as the __________.

Correct AnswerverifiedShow Answer

The __________ is a common formula-based approach for determining the size of a salesforce.

Correct AnswerverifiedShow Answer

Inside order takers are also referred to as __________.

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage,the salesperson continues to meet and communicate with the client to

Correct AnswerverifiedShow Answer

The 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

FedEx uses sales personnel,carrier management specialists,and engineering and administrative executives who continually find ways to improve the technology of shipping goods across town and around the world.This type of sales approach is called __________.

Correct AnswerverifiedShow Answer

Team selling would MOST LIKELY be used by a company that sells __________.

Correct AnswerverifiedShow Answer

The Xerox salesforce is divided into four __________ organizations.

Correct AnswerverifiedShow Answer

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Selling objectives can be and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be and emphasize the number of sales calls and selling expenses.

Correct 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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