Question 1

In the __________ stage of the personal selling process the first impression is critical.

Accepted Answer

A)  prospecting
B)  preapproach
C)  approach
D)  follow-up
E)  closeF) A) and E)
G) D) and E)

Question 2

FIGURE 17-3 
-Figure 17-3 above shows there are six stages in the personal selling process ("A" through "F")  along with the objective(s)  of each stage.If the salesperson's objective is to "gather information and decide how to approach the prospect," what is the name of this stage of the personnel selling process?

Accepted Answer

A)  prospecting
B)  preapproach
C)  approach
D)  presentation
E)  closeF) B) and D)
G) B) and C)

Question 3

Xerox utilizes__________ to compensate their salesforce.

Accepted Answer

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

Question 4

Another name for cold calling is

Accepted Answer

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

Question 5

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term relationships is referred to as __________.

Accepted Answer

A)  relationship marketing
B)  relationship selling
C)  customer account management
D)  key account management
E)  needs-satisfaction sellingF) D) and E)
G) None of the above

Question 6

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Accepted Answer

A)  product
B)  customer
C)  market
D)  management
E)  geographicalF) A) and D)
G) B) and E)

Question 7

Which of the following statements should the salesperson use to accept the objection?

Accepted Answer

A)  "I think I might be able to explain that better to you after showing you this diagram."
B)  "I think you have a point there; do you have any idea how we can improve that situation?"
C)  "That's completely misconstrued.It does have a shorter shelf life, but I would say it was an advantage because it never gets to stay on the shelf very long."
D)  "Where did you hear that? Your source must have erroneous information."
E)  "As I was saying,"F) D) and E)
G) A) and B)

Question 8

Which of the following statements regarding the role of salespeople is most accurate?

Accepted Answer

A)  By being close to the customer, salespeople can identify creative solutions to customer problems.
B)  Salespeople have the greatest say in company policy and therefore are the customer's greatest advocates.
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 offer the greatest customer security.
E)  Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the greatest financial leverage.F) C) and D)
G) A) and C)

Question 9

FIGURE 17-4 
-As shown in the photo in Figure 17-4 above, exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Accepted Answer

A)  presentation
B)  approach
C)  follow-up
D)  preapproach
E)  closeF) B) and D)
G) B) and C)

Question 10

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

Accepted Answer

A)  straight rebuy pitch
B)  regulated sales format
C)  canned sales presentation
D)  standardized sales format
E)  stimulus-response presentationF) B) and E)
G) A) and D)

Question 11

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

Accepted Answer

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

Question 12

Adaptive selling refers to

Accepted Answer

A)  a presentation format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)  a presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C)  a presentation format that consist of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D)  a selling format which assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E)  a need-satisfaction selling format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.F) B) and E)
G) A) and B)

Question 13

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

Question 14

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

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 hasn't really been a problem.It is so popular it never gets to stay 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 D)
G) C) and D)

Question 15

Order getter refers to

Accepted Answer

A)  a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
B)  a salesperson that processes routine orders or reorders for products that are presold by the company.
C)  a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service.
D)  a person on the selling team who is responsible for obtaining qualified leads.
E)  a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products.F) B) and C)
G) C) and E)

Question 16

On a recent shopping excursion at the local Target store, Jim Krause went from aisle to aisle selecting the products he needed.He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pair of socks.Interestingly, the only salesperson Krause encountered was the person at the checkout counter.The checkout person at Target is an example of a(n)  __________.

Accepted Answer

A)  inside order getter
B)  outside order getter
C)  general sales representative
D)  inside order taker
E)  outside order takerF) A) and E)
G) D) and E)

Question 17

Anne Mulcahy's task at Xerox Corporation is to

Accepted Answer

A)  manage its transactional website in order to eliminate channel conflict.
B)  restore Xerox's legendary marketing and financial vitality.
C)  refine the number of goods and services the company provides.
D)  increase the importance of the advertising element of its promotion mix.
E)  establish a Xerox stronghold around the world.F) A) and E)
G) A) and B)

Question 18

The primary way in which relationship selling creates customer value is

Accepted Answer

A)  by assigning a single sales representative to a single customer.
B)  by learning the customer's needs and tailoring solutions to the customer's problems in order to maintain a long-term relationship of trust and respect.
C)  by guaranteeing fair and equitable prices for each client regardless of the size of the purchase.
D)  by providing cumulative discounts based on customer loyalty and the length of the customer relationship.
E)  by guaranteeing fair and equitable sales practices for each client regardless of the size of the purchase.F) B) and C)
G) All of the above

Question 19

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) All of the above
G) A) and D)

Question 20

The __________ is a selling format that emphasizes probing and listening by salespeople to identify what prospective buyers are interested in, want, and need.

Accepted Answer

A)  formula selling presentation
B)  stimulus-response presentation
C)  need-satisfaction presentation
D)  modified rebuy presentation
E)  straight rebuy presentationF) C) and D)
G) A) and B)

Exam 17: Personal Selling and Sales Management

Xerox utilizes__________ to compensate their salesforce.

Correct Answer
verified

Adaptive selling refers to

Correct Answer
verified

Correct Answer
verified

The __________ is a selling format that emphasizes probing and listening by salespeople to identify what prospective buyers are interested in, want, and need.

Correct Answer
verified

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct Answer
verified

Order getter refers to

Correct Answer
verified

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 Answer
verified

Anne Mulcahy's task at Xerox Corporation is to

Correct Answer
verified

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Correct Answer
verified

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

Correct Answer
verified

Which of the following statements regarding the role of salespeople is most accurate?

Correct Answer
verified

The primary way in which relationship selling creates customer value is

Correct Answer
verified

FIGURE 17-4 -As shown in the photo in Figure 17-4 above, exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Correct Answer
verified

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

Correct Answer
verified

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 Answer
verified

Another name for cold calling is

Correct Answer
verified

In the __________ stage of the personal selling process the first impression is critical.

Correct Answer
verified

Which of the following statements should the salesperson use to accept the objection?

Correct Answer
verified

Correct Answer
verified

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term relationships is referred to as __________.

Correct Answer
verified

Exam 17: Personal Selling and Sales Management

Xerox utilizes__________ to compensate their salesforce.

Correct AnswerverifiedShow Answer

Adaptive selling refers to

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The __________ is a selling format that emphasizes probing and listening by salespeople to identify what prospective buyers are interested in, want, and need.

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct AnswerverifiedShow Answer

Order getter refers to

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

Anne Mulcahy's task at Xerox Corporation is to

Correct AnswerverifiedShow Answer

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements regarding the role of salespeople is most accurate?

Correct AnswerverifiedShow Answer

The primary way in which relationship selling creates customer value is

Correct AnswerverifiedShow Answer

FIGURE 17-4 -As shown in the photo in Figure 17-4 above, exchanging business cards in Asia is done according to the customs and norms of the country or region.This protocol is considered important during which stage of the personal selling process?

Correct AnswerverifiedShow Answer

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

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

Another name for cold calling is

Correct AnswerverifiedShow Answer

In the __________ stage of the personal selling process the first impression is critical.

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use to accept the objection?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term relationships is referred to as __________.

Correct AnswerverifiedShow Answer

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