Deck 1: Contemporary Selling Building Relationships Creating Value

Question 1

Contemporary selling is emphasized in __________ selling.

A)Retail
B)Business-to-business
C)Electronic
D)Key account

Answer 1

B

Question 2

Which of the following is NOT one of the participants in a buying center?

A)Users
B)Initiators
C)Influencers
D)Gatekeepers

Answer 2

D

Question 3

All of the choices are correct.

A)Profit margins
B)Extrinsic rewards.
C)Outsourcing.
D)Derived demand.

Answer 3

D

Question 4

Describe the role of the Sales Manager in the closing process.

Question 5

As a result of the recent scandals at Enron and other American businesses, laws have been passed to mandate ________________ for people who break them.

A)Financial policies
B)Jail time
C)Financial penalties and jail time
D)Corporal punishment

Question 6

Planning the sales call is called:

A)Role playing
B)Making as many cold calls as quickly as possible
C)Setting realistic goals
D)Prospecting with others

Question 7

With a buy-now closing, the benefits of acting now must be:

A)Large.
B)Measurable.
C)Real.
D)Followed up to ensure they are not overpromised.

Question 8

Which of the following is NOT a key follow-up activity:

A)Reexamining the value added to the customer.
B)Adding the customer to your daily email message chains.
C)Measuring customer retention and loyalty.
D)Resetting customer expectations as needed.

Question 9

Bob notices his prospective customer leaning forward and examining the samples he has brought to the meeting. The customer is:

A)Displaying non-verbal buying signals.
B)Is hard of hearing.
C)Showing verbal buying signals.
D) Memorizing the material to tell their current supplier.

Question 10

When a salesperson cannot close a deal, he/she should:

A)Remember the difference between self-worth and performance.
B)Engage in positive self-talk.
C)Not assume that he/she is the problem.
D)All of the choices are correct.

Question 11

The buy-now technique creates a sense of urgency.

Question 12

Follow-up should not be done unless there is a customer complaint.

Question 13

Roger, a sales manager, uses the company's territory management system to design and monitor sales territories. This use of territory management system is consistent with which reason why time and territory management systems are important?

A)Ensure territory and customer coverage.
B)Minimize sales expenses.
C)Assess sales performance.
D)Align company policies with customer expectations.

Question 14

Which of the following questions drive salespeople in time and territory management?

A)What is the most efficient use of my time?
B)When will the product be available to sell?
C)How often should I repeat myself?
D)Who are my competitors?

Question 15

Beverly is assessing personal career questions. She will need to ask herself:

A)How important is my family?
B)Is the customer satisfied with my company/me?
C)Do I live to work or work to live?
D)How important is personal wealth?

Question 16

Sandy Chen is looking at the ratios of her sales team members - particularly the ratio of prospect calls to sales appointments, sales appointments to closing calls, closing calls to sales closed, and finally, average dollar amount of sales made. Sandy should be able to determine:

A)Problem areas for individual sales people as well as for the sales team.
B)Areas of strength that individual sales people may have.
C)Potential explanations for why some sales people are performing poorly.
D)All of the choices are correct.

Question 17

Globalization is:

A)The development of an increasingly differentiated global markets.
B)The development of an increasingly integrated global economy marked by free trade, free flow of capital and the tapping of cheaper foreign labor markets
C)A trending marketing strategy.
D)The developing business strategy for gaining foreign direct investors.

Question 18

Which of the following is NOT a critical global challenge to the sales process:

A)The need for management to make new sales territories.
B)Impact of culture on the salesperson.
C)Affect of technology.
D)Impact of global sales environment on business practices.

Question 19

Culture is comprised of:

A)Values systems.
B)Belief systems.
C)Morals.
D)All of the above.

Question 20

Jack is preparing for a sales presentation for a potential customer in South East Asia. He understands that salesperson-customer relationships are different in that region. For a successful meeting he should expect to:

A)Plan a relationship building activity such as a dinner.
B)Bring his potential customer a large gift.
C)Plan a formal presenation and serious negotiation.
D)None of the above.

Question 21

Increasingly companies look at the world as:

A)Segmented markets.
B)The sum of its regional markets.
C)A saturated market.
D)None of the above.

Question 22

Language is:

A)One of the essential building blocks and primary communication tools in a society.
B)Not essential to the sales process since English is widely spoken.
C)Necessary to understand since non-verbal communication is not effective.
D)All of the above.

Question 23

When a salesperson is using their native language:

A)They must speak clearly in order to not be misunderstood by the customer.
B)They tend to offend their customers.
C)Language is less of an issues as the cultural context is intact.
D)They have higher sales quotas.

Question 24

Cultural Values are:

A)Short term trends that happen in different countries.
B)Play an important role in shaping the salesperson-customer relationship.
C)A society's ideals expressed as beliefs.
D)Both B and C

Question 25

Latin American countries tend to value ____________ while the United States tends to value ___________.

A)Power; Peace
B)Family; Hardwork
C)Money; Environment
D)Sustainability; Affordability

Question 26

Asian countries value _______ while American culture values __________.

A)Group consensus; Individualism
B)Bribery; Honesty
C)Power; Peace
D)Sustainability; Affordability

Question 27

Jan has a customer in Argentina that she is scheduling a teleconference with next week. She should be aware that:

A)Latin American cultures are more flexible with time, so the meeting time may not be certain.
B)Since Americans tend to be late to meetings, she should call 15 minutes earlier.
C)Argentinians do not like phone calls, so she should plan a trip to the customer's office.
D)None of the above.

Question 28

Since corporate ethics rules may be at odds with business practices around the world, salespeople often:

A)Use cultural norms as the rule of their sales process rather than corporate guidelines.
B)Encounter individual ethical dilemmas.
C)Participate in bribery.
D)All of the above.

Question 29

The Foreign Corrupt Practices Act:

A)Is less strict than most other countries ethics rules.
B)Allows U.S. companies to use bribes in their business deals abroad.
C)Forbides U.S. companies from bribing foreign officials.
D)None of the above.

Question 30

Sally uses a lot of friendly gestures when she speaks. Why should she be careful with foreign customers?

A)Non-verbal gestures vary across cultures, some innocent gestures in the US are offensive in other cultures.
B)Non-verbal communication is frowned upon in sales meetings.
C)Non-verbal communication is the same across cultures.
D)None of the above.

Question 31

What does the "OK" hand gesture mean in Australia?

A)The number zero.
B)That everything is going well.
C)Something offensive.
D)The number three.

Question 32

What should marketers' goals be for the marketing mix across cultures?

A)Provide the marketing mix that is most profitable.
B)Different levels of service and quality in each market.
C)The same level of service and product quality that is expected throughout the world.
D)None of the above.

Question 33

What are "equivalent products"?

A)The degree to which products are comparable around the world.
B)Another name for subsitute products.
C)A term used for a combination of products that work together.
D)A competitor's product.

Question 34

What is a tough choice smaller companies face in global markets?

A)The number of new locations to open.
B)Whether or not to make different product specifications for new markets.
C)How to vertically integrate suppliers.
D)How to avoid a hostile take over.

Question 35

A complex logistics network:

A)Introduces new products and bringing to market quickly.
B)Coordinates upgrades and new product releases.
C)Handles the distribution of products to markets around the world.
D)All of the above.

Question 36

When expanding to global markets, companies must consider:

A)Whether to customizeproducts to regional needs or produce a standardized product.
B)The pricing strategy.
C)The marketing message.
D)All of the above.

Question 37

What was the common "old" structure for product pricing?

A)Competitive pricing in the home market, Higher pricing in foreign markets, and premium pricing in emerging markets.
B)Higher pricing in the home market and competitive pricing in all foreign markets.
C)Premium pricing in the home market and competitive pricing in foreign markets.
D)Competitive pricing in all markets.

Question 38

Product pricing tends to be competitive in all markets because:

A)Customers have more acces to pricing information.
B)Customers have more access to information about competing products.
C)Customers have more information to leverage better prices.
D)All of the above.

Question 39

Product pricing is made difficult because:

A)Customers that do not understand the value proposition will search for the lowest priced product, making it a commodity.
B)Customers are confident that if one company cannot match pricing on a product, then another company will.
C)Customers assume that location of manufacturing and costs of shipping are constant.
D)All of the above.

Question 40

At a basic level global marketing communications should provide customers with__________.

A)Communications in their own language.
B)Receive the original marketing material from the company.
C)Receive each new marketing update as it is produced.
D)None of the above.

Question 41

In order to have effective marketing communications, companies should:

A)Change communications piece by piece over time.
B)Alert the sales force that changes are ging to occur and let them know that additional training will be forthcoming.
C)Leave the communications for each region in the hands of the salesperson.
D)Use word of mouth in foreign markets.

Question 42

How does the internet effect customer relationships?

A)Customers have immediate, personalized and comprehensive relationships with their suppliers without a salesperson.
B)The internet increased the need for professional salespeople to help customers identify their needs and deliver effective solutions.
C)Customers can order, check order status, review product information, and receive customer service.
D)All of the above.

Question 43

How has technology effected the global salesperson?

A)Created pressure for account managers to accommodate customers demands for 24/7 access to their salesperson.
B)Salespeople must be able to reach customers across several time zones.
C)The Internet reduced the need for sales people.
D)Both A and B.

Question 44

Since communication technology is changing, salespeople must:

A)Have the ability to access and effectively use new technology.
B)Rely on their managers to implement new technologies.
C)Avoid fads and stick to traditional communications.
D)None of the above.

Question 45

Why should technology choices be made based on local market conditions?

A)Consumer preferences.
B)The company's home country's cultural preference dictates which technologies should be used.
C)Emerging markets may not have reliable wi-fi or cellular service outside of their largest cities.
D)None of the above.

Question 46

Why is technology a difficult problem for smaller companies?

A)Balance of cost of technology and benefits.
B)Local customers demand high customer service.
C)Large customers' demand excetional custoemr service.
D)All of the above.

Question 47

What is the sales organizational structure built around?

A)Customers, Technology, Communication
B)Products, Customers, Geography
C)Geography, Technology, Pricing
D)Pricing, Customers, Geography

Question 48

What are the types of personnel the company must choose between?

A)Expatriates
B)Local Nationals
C)Nationals from a Third Country
D)All of the above.

Question 49

What are the three additional hiring factors that are relevant in the hiring process for global markets?

A)Qualifications for the job, Laws of the country, and type of personnel
B)Evaluation, Type of personnel, and Laws
C)Ethics, Laws, Culture
D)None of the above.

Question 50

What impacts salespeople's motivations?

A)Technology
B)Cultural Needs
C)Experience
D)Selling Skill

Question 51

Which of the following is NOT one of the 6 dimensions of cultural differences?

A)Individualism
B)Universalism
C)Diffusion
D)Style

Question 52

Graham is a sales person working in Germany (a highly taxed country) what might his compensation package include?

A)Higher pay than salespeople in other countries.
B)Pay in cash to avoid taxes.
C)Less pay but covered costs for housing and perks like a car.
D)High ticket gifts.

Question 53

Beth is creating a compensation program for a new territory in China, what effects the type of package she creates it?

A)Currency exchanges.
B)Local costs of living.
C)Base-commision packages.
D)All of the above.

Question 54

What are the challenges are there in global sales training?

A)Effective communication
B)customer relationship building
C)account management
D)All of the above.

Question 55

Sales trainers must also be cognizant of local infrastructures because:

A)Some technologies may not be supported by local market conditions, such as web-training
B)Roads may not be well kept so salespeople will not be able to go to meetings.
C)Some salespeople do not have good technology skills.
D)Sales people can only use the technology their managers allow them to use.

Question 56

How can companies avoid ethical problems while working in global markets?

A)By not moving into foreign markets.
B)Develop a defined and applied code of conduct, and reinforce ethical principles in training.
C)Following the laws of the country they are doing business is in.
D)None of the above.

Question 57

Local and/or regional companies do not need to worry about the effects of global markets.

Question 58

The "one size fits all" approach does not work when you are selling to customers in different regions.

Question 59

Gus is an American salesperson making a sales presentation in Korea. The potential customer appears to be giving positive feedback and approval. He should begin the close.

Question 60

Countries that are similar in geography, such as France and Germany, develop the same culture.

Question 61

Time sensitivity is the same througout all cultures.

Question 62

Local companies can easily maintain their "local" advantage as a hometown provider.

Question 63

Global pricing strategies are an easy task for companies.

Question 64

Without a well defined value proposition, even global customers will treat your product as a commodity.

Question 65

The Internet has increased the need for professional salespeople who can identify the customer's needs and deliver effective solutions.

Question 66

Using the sales description from the home country does not translate well to a global position in other countries.

Question 67

Salepeople across cultures have the same motivations.

Question 68

A salesperson's motivation in their home country is a good indicator that they will be motivated as an expatriate salesperson.

Question 69

Since salespeople are located all over the world and sales executives are unable to see an individual's performance first hand, performance evaluations do not matter for global sales person.

Question 70

Salespeople are often proponents of customization of products for different regions while operations management prefers standardized products.

Question 71

If marketing information must be translated, then the translations should convey the same information.

Question 72

Discuss how cultural differences can effect the salesperson-client relationship.

Question 73

Why is it important for the sales managers to consider balancing overall company goals and specific country objectives when creating compensation packages for salespeople?

Question 74

How has improved technologies affected the global sales process?

Question 75

Why were expatriate salespeople preferred for global sales jobs? Has that advantage changed?

Question 76

How can the salesperson's position in balancing corporate ethics policies with local business practices affect their individual ethics?

Question 77

What are the possible ways that Global Account Managers are used in organizational structures?

Question 78

Discuss how pricing for global markets has changed as more information has been available to customers.

Question 79

How can non-verbal communication negatively effect a sales presentation in a different country?

Question 80

How do sales organizational structures change when a company moves into markets outside of its home country?