Question 1

In 2001,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)  multi-tiered sales system
B)  salesforce automation system
C)  product-oriented sales organization
D)  geographic-oriented sales organization
E)  consultative selling modelF) A) and D)
G) C) and D)

Question 2

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,ABB had a salesforce that sold only generators,one that only sold boilers,another that only sold transformers,and so forth.Each of its salespeople was an expert on the items he or she sold.Its salesforce was organized by __________.

Accepted Answer

A)  workload
B)  customer
C)  geography
D)  product
E)  sizeF) A) and E)
G) B) and E)

Question 3

All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

Accepted Answer

A)  new accounts generated.
B)  dollar or unit sales volume.
C)  sales of specific products.
D)  selling expense related to sales made.
E)  current sales ratio.F) All of the above
G) A) and B)

Question 4

The PRIMARY way in which relationship selling creates customer value is by

Accepted Answer

A)  assigning a single sales representative to a single customer.
B)  maintaining a long-term relationship of trust and respect.
C)  guaranteeing fair and equitable prices for each client regardless of the size of the purchase.
D)  providing cumulative discounts based on customer loyalty and the length of the customer relationship.
E)  guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase.F) B) and D)
G) C) and D)

Question 5

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) None of the above
G) C) and E)

Question 6

A 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 terms.F) A) and B)
G) A) and C)

Question 7

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in the

Accepted Answer

A)  job analysis.
B)  job description.
C)  statement of job credentials.
D)  statement of job qualifications.
E)  statement of job experience.F) B) and E)
G) B) and C)

Question 8

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

Accepted Answer

A)  48 hours
B)  50 hours
C)  55 hours
D)  60 hours
E)  65 hoursF) A) and C)
G) A) and E)

Question 9

An effective sales plan objective should be

Accepted Answer

A)  general,measurable,and flexible.
B)  profitable,subjective,and measurable.
C)  precise,profitable,and flexible.
D)  precise,measurable,and time specific.
E)  general,flexible,and profitable.F) B) and C)
G) A) and E)

Question 10

When 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 position.F) C) and E)
G) A) and B)

Question 11

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

Accepted Answer

A)  conference selling
B)  team selling
C)  seminar selling
D)  outbound telemarketing
E)  formula sellingF) C) and D)
G) A) and E)

Question 12

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

Accepted Answer

A)  the ability to read body language
B)  customer satisfaction
C)  suggestive selling skills
D)  emotional intelligence
E)  cold canvassing skillsF) A) and B)
G) D) and E)

Question 13

Xerox uses __________ to compensate its salesforce.

Accepted Answer

A)  sales response compensation plan
B)  combination compensation plan
C)  straight salary compensation plan
D)  straight commission compensation plan
E)  sales automation compensation planF) A) and B)
G) B) and D)

Question 14

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

Question 15

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Accepted Answer

A)  need-satisfaction presentation
B)  stimulus-response presentation
C)  cold canvassing
D)  canned sales presentation
E)  directed selling presentationF) A) and D)
G) B) and D)

Question 16

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Accepted Answer

A)  qualified prospect
B)  customer
C)  lead
D)  prospect
E)  gatekeeperF) A) and C)
G) B) and D)

Question 17

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) A) and E)
G) D) and E)

Question 18

When different types of buyers have different needs,a __________ sales organization structure used.

Accepted Answer

A)  multi-reseller
B)  customer
C)  geographical
D)  market segmentation
E)  multi-level marketingF) A) and D)
G) B) and D)

Question 19

In a __________,the salesperson tries one appeal after another,hoping to "hit the right button."

Accepted Answer

A)  formula selling presentation
B)  persuasive sales presentation
C)  stimulus-satisfaction presentation
D)  stimulus-response presentation
E)  stimulus-selling presentationF) C) and D)
G) B) and D)

Question 20

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."D" represents which account management policy?

Accepted Answer

A)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
B)  accounts that the firm should consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping account if unprofitable
C)  accounts offer little opportunity and the sales organization position is weak
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 C)
G) C) and D)

Exam 20: Personal Selling and Sales Management

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 Answer
verified

An effective sales plan objective should be

Correct Answer
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A trial close refers to

Correct Answer
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All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

Correct Answer
verified

In 2001,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 Answer
verified

When different types of buyers have different needs,a __________ sales organization structure used.

Correct Answer
verified

Which of the following statements regarding the role of salespeople is MOST ACCURATE?

Correct Answer
verified

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Correct Answer
verified

Xerox uses __________ to compensate its salesforce.

Correct Answer
verified

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."D" represents which account management policy?

Correct Answer
verified

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in the

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

Correct Answer
verified

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Correct Answer
verified

In a __________,the salesperson tries one appeal after another,hoping to "hit the right button."

Correct Answer
verified

When 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 Answer
verified

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

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

The PRIMARY way in which relationship selling creates customer value is by

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

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

An effective sales plan objective should be

Correct AnswerverifiedShow Answer

A trial close refers to

Correct AnswerverifiedShow Answer

All of the following are output-related measures used in quantitative assessments of sales performance EXCEPT:

Correct AnswerverifiedShow Answer

In 2001,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

When different types of buyers have different needs,a __________ sales organization structure used.

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is MOST ACCURATE?

Correct AnswerverifiedShow Answer

Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?

Correct AnswerverifiedShow Answer

Xerox uses __________ to compensate its salesforce.

Correct AnswerverifiedShow Answer

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."D" represents which account management policy?

Correct AnswerverifiedShow Answer

Attributes such as imagination and problem-solving ability,strong work ethic,honesty,intimate product knowledge,effective communication and listening skills,and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow-up are found in the

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

Correct AnswerverifiedShow Answer

A __________ is an individual that wants a product,can afford to buy it,and is the decision maker.

Correct AnswerverifiedShow Answer

In a __________,the salesperson tries one appeal after another,hoping to "hit the right button."

Correct AnswerverifiedShow Answer

When 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

Industry research shows that outside order getters,or field service representatives,often work over __________ per week.

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

The PRIMARY way in which relationship selling creates customer value is by

Correct AnswerverifiedShow Answer

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