Deck 19: Personal Selling and Sales Management

Question 1

The four main types of financial rewards for sales representatives are salaries, commissions, bonuses, and sales contests.

Answer 1

True

Question 2

Geraldine is in NEC's sales training program. She will probably be taught that all a salesperson needs to do is ask questions.

Answer 2

False

Question 3

Online sales training is used to replace the one-on-one interaction of on-the-job training for advanced selling skills.

Answer 3

False

Question 4

Almost everyone is engaged in some form of selling.

Question 5

One of the benefits of careers in sales is flexibility in scheduling.

Question 6

Objective measures seek to assess salespeople's behavior; subjective measures are quantitative.

Question 7

Good salespeople know the types of reservations buyers are likely to raise.

Question 8

Potential customers are called marks.

Question 9

If you had a small manufacturing business and needed a sales force but did not wish to hire anyone, you could use the services of an independent agent.

Question 10

Personal selling costs more to firms than it is usually worth.

Question 11

In business practice, salesperson evaluation measures can be objective or subjective.

Question 12

One of the major responsibilities of being a sales rep is being the frontline emissary for one's firm.

Question 13

Maureen visited an office building and went door to door to hand out business cards and sell office products. Maureen was making cold calls.

Question 14

For maximum impact, the sales reward is more important than the way in which it is operationalized.

Question 15

The best way to avoid postsale problems is to contact customers right after they take possession of their product.

Question 16

Under a commission system, salespeople have only one objective-make the sale.

Question 17

The sales process always proceeds through each of the five steps.

Question 18

If you are hired as a sales manager, you will be responsible for recruiting, selecting, training, motivating, compensating, and evaluating the sales force.

Question 19

The first step in the personal selling process is the preapproach.

Question 20

Margot always sees the cup as half full. In fact, her friends say she is an optimist. Margot would make a good salesperson.

Question 21

Formal guidelines about legal and ethical behavior will prevent a salesperson from crossing the line.

Question 22

Trish loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and make it up on the weekend. She most likely values the ________ associated with creating her own schedule.

A)structure
B)rigidity
C)flexibility
D)selling team approach
E)compensation

Question 23

Which is the least likely way sales representatives add value for customers?

A)educating them about the firm's products
B)providing advice on solving problems
C)saving them time
D)increasing convenience
E)reducing the firm's marketing costs

Question 24

For companies, one of the advantages of personal selling over other types of marketing communications is that

A)salespeople can build strong relationships with customers.
B)personal selling almost always costs less than other marketing communication alternatives.
C)personal selling has greater reach than advertising.
D)cold calling is easier than direct mail advertising.
E)personal selling requires less training than other types of selling.

Question 25

Bernadette went to the Ann Taylor store ready to buy a new shirt but was not sure which color or style she wanted. The sales representative, sensing Bernadette's buying mode, most likely began with the ________ stage of the selling process.

A)generate leads
B)preapproach
C)closing the sale
D)follow-up
E)sales presentation

Question 26

When Paul was talking with his customer about the new accounting system, his customer mentioned that she thought the new system was not going to fit into their budget. Paul explained that once her people were trained on it, it would require less time to process orders, and therefore save her money in payroll. Which part of the sales presentation is demonstrated in this example?

A)generating and qualifying leads
B)the presentation
C)overcoming reservations
D)the preapproach
E)follow-up

Question 27

Timothy is starting a career in selling, but he eventually wants to become a senior manager. A selling career may help Timothy achieve that goal by providing

A)structure.
B)scheduling flexibility.
C)job security.
D)high compensation.
E)visibility to management.

Question 28

Greta recognizes that one of her roles as a company sales rep is to be the firm's frontline emissary. As such, she strives to build strong relationships with customers and

A)use whatever means necessary to capture every possible sale.
B)focus on the short term.
C)take a long-term perspective.
D)disparage competitors' offerings.
E)shift organizational control from production to marketing.

Question 29

It is the company's responsibility, not the salesperson's, to ensure that all dealings with the customer are ethical and legal.

Question 30

Elizabeth made sure that her customers felt comfortable contacting her when they needed something, and she focused on the long term in her dealings with them. Elizabeth is a ________-oriented salesperson.

A)needs
B)relationship
C)sales
D)profit
E)rewards

Question 31

Several months ago, Kijana took over the sales territory previously managed by a very successful salesperson. Kijana should use ________ as a first source of leads.

A)current customers
B)chamber of commerce gatherings
C)trade shows
D)census data
E)competitor databases

Question 32

Qing Yuan works in the office of a building materials company. One of her jobs is to identify new building projects and to determine who will make the building materials purchase decisions. Qing Yuan is involved in the ________ step of the selling process.

A)generate leads
B)preapproach
C)closing the sale
D)follow-up
E)sales presentation

Question 33

As marketing manager for a newly created software company, Kora is deciding whether or not to hire a company sales force. To make this decision, Kora needs to consider whether

A)her firm should attend trade shows.
B)her firm has a "hot" product.
C)having a sales force is worth the costs.
D)she will be able to add it to the marketing plan.
E)online advertising will work.

Question 34

For companies, one of the disadvantages associated with personal selling is

A)cold calling is easier than direct mail advertising.
B)a salesperson often changes the message based on consumers' needs.
C)it is expensive.
D)it can be directed toward those customers with the highest potential.
E)it is structured and finite.

Question 35

Gadar is a new agent for a financial services company. She decides to join the local chamber of commerce, the local association of businesswomen, and the local chapter of the United Way organization. Gadar is attempting to use ________ to generate leads.

A)current customers
B)networking
C)trade shows
D)the Internet
E)customer complaints

Question 36

The Consumer Electronics Conference is an example of a(n)

A)vendor conference.
B)product demonstration.
C)industry convention.
D)trade show.
E)consumer meeting.

Question 37

Experts estimate that the average cost of a single B2B sales call is over

A)$50.
B)$190.
C)$500.
D)$1,000.
E)$1,500.

Question 38

If it is a company's policy to intentionally mislead potential customers about some aspect of a product, a sales rep that carries out this policy by misleading the customer cannot be held legally accountable.

Question 39

Mary works as a salesperson in a retail shoe store. Of the five stages in the selling process, Mary is least likely to engage in

A)generating and qualifying leads.
B)making the preapproach.
C)closing the sale.
D)following up.
E)making a sales presentation.

Question 40

Whether or not a salesperson will go through all five steps of the selling process depends on the sales situation and

A)the use of sales representatives versus independent reps.
B)the effectiveness of role playing.
C)the buyer's readiness to purchase.
D)the number of sales support personnel available.
E)how the person was trained.

Question 41

Furman sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying leads stage of the selling process, Furman will likely try to assess which of the ten businesses

A)would respond best to a sales contest.
B)are closest to his office.
C)need health insurance packages and can afford them.
D)have order getters and order takers.
E)are willing to meet with him.

Question 42

If your company hired you to make sales calls via the telephone, it hired you to perform

A)messaging.
B)telemarketing.
C)relationship selling.
D)inbound marketing.
E)role reversal selling.

Question 43

Since United Auto Parts has had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario?

A)ethics
B)assurance
C)tangibles
D)responsiveness
E)empathy

Question 44

Demarco tells a colleague about a major prospect he plans to call on in the next few days and asks the colleague to pretend to be a customer while he makes his sales presentation. Demarco and his colleague are engaged in

A)requalifying leads.
B)approach dynamics.
C)closing the sale.
D)role playing.
E)cold calling.

Question 45

One reason B2B salespeople spend considerable time qualifying potential customers is

A)they want to have absolutely everything in order before approaching a potential customer.
B)it can be costly to prepare and make a presentation to a business customer.
C)too many business buyers at trade shows are really people from competing firms trying to obtain competitive information.
D)independent agents get the best leads; the company sales representatives need to work harder.
E)they want to determine if telemarketing is required.

Question 46

Nadia has made the same sales presentation twice a day for almost a month. At first, the presentation seemed to flow nicely but lately it has not seemed as effortless as it initially was. Nadia might ask another sales rep to participate in ________ and critique her presentation.

A)requalifying leads
B)approach dynamics
C)closing the sale
D)role playing
E)cold calling

Question 47

Tara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Tara will

A)evaluate alternative systems available from competitors to see which is best for the customer.
B)send the customer a list of frequently mentioned objections and responses to each.
C)decide if she wants to invite others to the first meeting.
D)establish goals for meeting with the customer.
E)call the customer and offer a first-time discount.

Question 48

Getting a commitment from the customer to purchase your product is also known as

A)asking for the bacon.
B)closing the sale.
C)wrapping it up.
D)preparing for follow-up.
E)handling reservations.

Question 49

When a plumbing contractor drove up to Maya's house in a brand-new Tesla, Maya decided this person would be too high-priced even before the plumbing contractor offered a bid. Maya made the mistake of

A)assuming Murphy's Law is true.
B)anticipating his preapproach.
C)not overcoming reservations.
D)closing the sale too early.
E)making an assumption of cost based on appearances.

Question 50

Trade shows are a particularly good source of B2B sales leads because

A)they are open to the general public.
B)they are almost always sanctioned by the government.
C)people who attend are interested in the products and services being offered.
D)consumers tell retailers which shows to attend.
E)they are an inexpensive way to generate leads.

Question 51

During the preapproach stage, a salesperson usually conducts additional research about prospects and

A)assists the prospect through the buying process.
B)decides what role to play during the handling reservations stage.
C)develops plans for meeting with the customer.
D)offers initial concessions to gain the sale.
E)determines which of the customer's buying support team need to be present at the sales presentation.

Question 52

Vaughn told the sales rep he wasn't buying his product because it cost too much. In terms of the personal selling process, this is called a(n)

A)excuse.
B)ruse.
C)reservation.
D)rebuttal.
E)rebuff.

Question 53

After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to

A)close the sale.
B)offer alternatives.
C)estimate the total cost to the customer.
D)requalify the customer.
E)create interest.

Question 54

The process of salespeople creating blogs and other online sources to draw customers in and generate leads is a process known as

A)telemarketing.
B)inbound marketing.
C)target marketing.
D)test marketing.
E)team selling.

Question 55

The ________ stage occurs prior to meeting the customer for the first time and extends the qualification of leads.

A)qualify leads
B)preapproach
C)closing the sale
D)follow-up
E)sales presentation

Question 56

The beginning of the sales presentation may be the most important part of the selling process, because this is where the salesperson establishes

A)where the customer is in the buying process.
B)how much time has been allocated for the presentation.
C)which of the alternative products to demonstrate.
D)whether to quote a full price or discount price.
E)which type of follow-up will be needed.

Question 57

The preapproach occurs ________ and extends the qualification of leads procedure.

A)after the sales presentation
B)prior to the sales presentation
C)before closing the sale but after follow-up
D)after closing the sale but before follow-up
E)at the beginning of the sales presentation

Question 58

Before approaching a potentially major B2B customer, a salesperson will usually

A)conduct an initial sales presentation to lower-level personnel.
B)estimate the potential commission associated with making the sale.
C)try to find out everything possible about the firm and its needs.
D)ask competitors what they know about the prospect.
E)assess the corporate climate.

Question 59

Butch is in the process of qualifying leads he received from corporate headquarters. Butch will assess

A)whether it is worthwhile to pursue these potential customers.
B)how often these customers have bought his products in the past.
C)whether he should use role playing in his sales presentation.
D)what objections he is likely to receive from the customers.
E)how to preapproach these people.

Question 60

Camryn found out everything she can about a newly qualified lead. She practiced making her sales presentation and determined what goals she had for the first meeting. Camryn finished the ________ stage of the selling process.

A)qualify leads
B)preapproach
C)closing the sale
D)follow-up
E)sales presentation

Question 61

Like any effective salesperson, Tai Yang walks into a customer's office, shakes hands, looks the customer in the eye, and smiles. After exchanging pleasantries, Tai Yang will immediately try to create interest in his company's product and establish

A)which type of follow-up will be needed.
B)how much time has been allocated for the presentation.
C)which of the alternative products to demonstrate.
D)whether to quote a full price or discount price.
E)where the customer is in the buying process.

Question 62

Gabe knows that he needs to ask a series of questions early in his sales presentation, but he also knows that he

A)should take control of the conversation.
B)should ask questions only if he already knows the answers.
C)needs to first determine whether the customer is an order getter or order taker.
D)needs to listen carefully to the answers.
E)should follow a strict structure with his questions.

Question 63

Edith knows that prospective customers are likely to raise reservations about price and quality. She needs to convince customers that her products represent

A)time savings.
B)a good value.
C)the least expensive choice available.
D)average quality for an average price.
E)an environmental achievement.

Question 64

The attitudes that Rex's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to demonstrate the ________ dimension of service quality by demonstrating he uses well-maintained equipment with neat, professional personnel to produce a quality product.

A)reliability
B)responsiveness
C)assurance
D)empathy
E)tangibles

Question 65

Hiroshi sells building materials to local contractors. He wants to build long-term relationships with his contractors through effective follow-up. After delivering the materials, Hiroshi can demonstrate ________ by checking with his contractors right after the delivery and addressing any problems promptly.

A)assurance and profitability
B)responsiveness and empathy
C)tangibility and competence
D)profitability and reliability
E)reliability and tangibility

Question 66

The attitudes that Sankha's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether or not they renew each year. He needs to convey ________ by delivering the right services the right way.

A)reliability
B)responsiveness
C)assurance
D)empathy
E)tangibles

Question 67

For salespeople who practice ________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

A)role playing
B)sales support promotion
C)relationship selling
D)delayed preapproach
E)transactional selling

Question 68

Often the best way to handle customers' reservations is to relax, listen, and

A)reassess your preapproach strategy.
B)consider outsourcing.
C)call your sales support team.
D)ask questions to clarify the issues.
E)reevaluate your expected order.

Question 69

In the selling process, the saying "It ain't over till it's over" refers to the ________ stage of the process.

A)generating and qualifying leads
B)preapproach
C)sales presentation
D)closing the sale
E)follow-up

Question 70

Tabatha walks into a customer's office, shakes hands, looks the customer in the eye, and smiles. After exchanging pleasantries, Tabatha tries to create interest in her company's product. Tabatha will likely ________ to adapt or customize her presentation to match the customer's needs.

A)use a hypothetical situation
B)ask a series of questions
C)examine the customer's office
D)make a variety of assumptions
E)refer to past sales

Question 71

Farrell is preparing for an important sales presentation. He knows that customers are more likely to ________ during his presentation than during other stages of the selling process.

A)be identified as qualified leads
B)agree with everything he says
C)raise objections
D)offer advice
E)return unacceptable merchandise

Question 72

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by

A)listening to customers and paying attention to their body language.
B)keeping accurate records regarding how long it took to close sales in the past.
C)asking sales personnel to estimate the average time before customers are ready to close.
D)using the same selling process for all customers.
E)monitoring and mimicking the closing process used by their sales managers.

Question 73

Salespeople at Christopher's Cookie Company want to draw the attention of their customers through blogs, Twitter, and LinkedIn, rather than using more traditional activities that require making a sales call. As the marketing manager, you understand this activity to be

A)outbound marketing.
B)cold calls.
C)preapproaches.
D)inbound marketing.
E)telemarketing.

Question 74

Effective salespeople anticipate and handle

A)external environmental changes.
B)corporate culture.
C)buyers' reservations about the product.
D)role-playing conflict.
E)supply chain problems.

Question 75

The attitudes that Sankha's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to ________ by quickly addressing any problems that occur.

A)be reliable
B)be responsive
C)provide assurance
D)show empathy
E)produce tangibles

Question 76

Often, inexperienced salespeople mistakenly believe that during the sales call, they should

A)listen carefully to the customer.
B)pay attention to body language.
C)note the office environment.
D)act positively.
E)do all the talking.

Question 77

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. Which of these is least likely to be a service quality dimension that should be considered?

A)reliability
B)responsiveness.
C)cost
D)assurance
E)tangibles

Question 78

The attitudes that Sankha's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ________ by guaranteeing his work in writing.

A)reliability
B)responsiveness
C)assurance
D)empathy
E)tangibles

Question 79

The ________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

A)generating and qualifying leads
B)follow-up
C)sales presentation
D)closing the sale
E)preapproach

Question 80

Saki has been having a difficult time working with a particular buyer using the personal selling process, and she has asked her manager, Saffron, for some ideas about how to close the sale effectively. Saffron asks her a number of questions to help sort out the difficulties. Which of the following questions would Saffron be least likely to ask?

A)"What does the buyer's body language tell you about her readiness to buy?"
B)"Did you skip any steps in the process?"
C)"Are there any reservations that have not been addressed to the buyer's satisfaction?"
D)"Have you completed the follow-up to ease the buyer's mind?"
E)"Should you go back to an earlier stage in the process and start the process over from there?"