Question 1

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Accepted Answer

A)  time management software
B)  order processing software
C)  technology
D)  proposal generation software
E)  WebEx softwareF) B) and D)
G) B) and C)

Question 2

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Accepted Answer

A)  job description
B)  sales plan
C)  job analysis
D)  sales performance audit
E)  personal performance planF) B) and E)
G) A) and B)

Question 3

John Whitaker works for American Greetings. His job description includes the following responsibilities: (1)  stock and arrange point-of-purchase displays of present customers-60 percent of his workweek and (2)  receive orders from customers and complete the transactions-40 percent of his workweek. Whitaker is primarily engaged in which type of selling?

Accepted Answer

A)  outside order taking
B)  relationship selling
C)  inside order taking
D)  outside order getting
E)  missionary salesF) B) and E)
G) D) and E)

Question 4

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

A)  Recruit and select the salesforce, train the salesforce, and compensate the salesforce.
B)  Develop account management policies, implement the account management policies, and evaluate the account management policies.
C)  Set objectives, organize the salesforce, and develop account management policies.
D)  Organize the salesforce, establish quantitative assessment, and implement follow-up.
E)  Organize the salesforce, set motivational sales quotas, and evaluate the individual members of the salesforce.F) A) and B)
G) None of the above

Question 5

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Accepted Answer

The need-satisfaction presentation forma...

Question 6

Research indicates that four key factors are involved with salesforce motivation: (1)  __________; (2)  effective sales management practices; (3)  a personal need for achievement; and (4)  proper compensation, incentives, or rewards.

Accepted Answer

A)  a clear job description
B)  constructive criticism
C)  an opportunity for professional growth
D)  a moderate degree of competitive spirit within a team
E)  adequate time for bookkeeping and paperworkF) B) and E)
G) C) and E)

Question 7

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

Accepted Answer

A)  Order getting involves a high degree of creativity.
B)  Order getters often replenish a retailer's inventories.
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) B) and C)
G) All of the above

Question 8

What are the six stages of the personal selling process? What is the objective of each stage?

Accepted Answer

The personal selling process consists of...

Question 9

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Accepted Answer

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

Question 10

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Accepted Answer

A)  inquiry selling
B)  formula selling
C)  suggestive selling
D)  method selling
E)  a canned sales presentationF) B) and E)
G) D) and E)

Question 11

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

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) B) and E)
G) B) and D)

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 presentation.F) A) and D)
G) A) and C)

Question 13

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Accepted Answer

Sales management consists of three inter...

Question 14

Canam Canada specializes in the fabrication of steel joists, joist girders, steel deck, and Murox-high-performance building systems that are used in the construction of commercial, industrial, and institutional buildings. One of the largest steel joist fabricators in North America, Canam Canada offers value-added engineering support, architectural flexibility and customized solutions and services. Canam Canada uses team selling to focus on important customers so as to build mutually beneficially, long-term, cooperative relationships. It provides exceptional service by assigning teams of sales, service, and technical personnel to work exclusively with assigned customers. Canam's salesforce practices

Accepted Answer

A)  unique account management.
B)  key account management.
C)  specialty account management.
D)  one-of-a-kind account management.
E)  consultative account management.F) B) and D)
G) D) and E)

Question 15

Emotional intelligence refers to

Accepted Answer

A)  the ability to anticipate and overcome a potential customer's objections.
B)  a method of measuring the potential of people who have not had formal schooling.
C)  a measurement to determine a person's patience in stressful selling situations.
D)  the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers in order to make a sale.
E)  the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis.F) All of the above
G) B) and D)

Question 16

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Accepted Answer

A)  sales
B)  cognitive
C)  emotional
D)  customer
E)  compensatoryF) A) and B)
G) All of the above

Question 17

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

Accepted Answer

A)  setting sales objectives.
B)  developing account management policies.
C)  salesforce motivation and compensation.
D)  salesforce evaluation.
E)  assignment of territories and/or accounts.F) A) and D)
G) B) and C)

Question 18

White Chemical Co. is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non-selling)  activities; yet it wants to keep the salespeople directed toward increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

Accepted Answer

A)  Provide a base salary and a commission on sales generated.
B)  Give a raise to every salesperson as a motivational incentive.
C)  Provide year-end bonuses to reward the salesforce personnel who perform the best.
D)  Offer straight salaries and give raises if the sales go up.
E)  Offer straight commission and if sales improve, raise the commission rates.F) All of the above
G) A) and B)

Question 19

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion. At one time, its salesforce was organized by product: generators, boilers, transformers, and so forth. Each salesperson was an expert on the product line he or she sold. Then it adopted a customer organizational structure. Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio...

Question 20

Explain the difference between a lead, a prospect, and a qualified prospect.

Accepted Answer

A lead is the name of a person who may b...

Exam 20: Personal Selling and Sales Management

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct Answer
verified
The need-satisfaction presentation forma...
View 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 Answer
verified

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

Correct Answer
verified

Correct Answer
verified

Research indicates that four key factors are involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

Correct Answer
verified

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Correct Answer
verified

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Correct Answer
verified

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

Correct Answer
verified

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

Correct Answer
verified

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Correct Answer
verified

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Correct Answer
verified
Sales management consists of three inter...
View Answer

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Correct Answer
verified

Correct Answer
verified

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Correct Answer
verified

Explain the difference between a lead, a prospect, and a qualified prospect.

Correct Answer
verified
A lead is the name of a person who may b...
View Answer

What are the six stages of the personal selling process? What is the objective of each stage?

Correct Answer
verified
The personal selling process consists of...
View Answer

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Correct Answer
verified

Emotional intelligence refers to

Correct Answer
verified

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct AnswerverifiedThe need-satisfaction presentation forma...View AnswerShow 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

The three major tasks involved in the implementation stage of the sales management process are salesforce recruitment and selection, salesforce training, and

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Research indicates that four key factors are involved with salesforce motivation: (1) __________; (2) effective sales management practices; (3) a personal need for achievement; and (4) proper compensation, incentives, or rewards.

Correct AnswerverifiedShow Answer

A salesperson who is guided by the idea, "I try to align customers who have problems with products that will help them solve their problems," has which type of orientation?

Correct AnswerverifiedShow Answer

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan. These involve

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Correct AnswerverifiedShow Answer

Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.

Correct AnswerverifiedSales management consists of three inter...View AnswerShow Answer

Recent research indicates that a salesperson's __________ can influence his or her ability to create customer value.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service.

Correct AnswerverifiedShow Answer

Explain the difference between a lead, a prospect, and a qualified prospect.

Correct AnswerverifiedA lead is the name of a person who may b...View AnswerShow Answer

What are the six stages of the personal selling process? What is the objective of each stage?

Correct AnswerverifiedThe personal selling process consists of...View AnswerShow Answer

Correct AnswerverifiedThe rationale for a customer organizatio...View AnswerShow Answer

Correct AnswerverifiedShow Answer

Emotional intelligence refers to

Correct AnswerverifiedShow Answer

Applied to recruiting and selecting salespeople, a __________ explains to whom a salesperson reports and how he or she interacts with other company personnel.

Correct AnswerverifiedShow Answer

Correct Answer
verified
The need-satisfaction presentation forma...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Sales management consists of three inter...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A lead is the name of a person who may b...
View Answer

Correct Answer
verified
The personal selling process consists of...
View Answer

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified