Deck 17: Personal Selling and Sales Management

Question 1

When customers try to pit suppliers against each other to drive down the price,the salesperson should offer an initial discount and raise the price later on.

Answer 1

 False

Question 2

In consultative selling,the emphasis of the salespeople shifts from a one-time sale to a long-term relationship.

Answer 2

 True

Question 3

_____ involves determining a sales prospect's recognized need,buying power,and receptivity and accessibility of a sales prospect.

A)​Negotiation
B)Customization
C)Lead reciprocity
D)​Lead qualification

Answer 3

 D

Question 4

Maggie's Apparel Inc.manufactures apparel for men and women.It calls on other retailers to sell its products.The salespeople at Maggie's Apparel also travel to its customers' locations to finalize sales deals.In this scenario,the salespeople at Maggie's Apparel are _____.

A)​business-focused salespeople
B)consumer-focused salespeople
C)opinion leaders
D)​late adopters

Question 5

_____ is a sales practice that involves building,maintaining,and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships.

A)​Price-based selling
B)Adaptive selling
C)Stimulus-response selling
D)​Relationship selling

Question 6

_____ free sales representatives from the time-consuming task of following up on leads to determine need,buying power,and receptiveness.

A)​Prequalification systems
B)Database mining systems
C)Referral systems
D)​Cold calling systems

Question 7

_____ is using friends,business contacts,coworkers,acquaintances,and fellow members in professional and civic organizations to identify potential clients.

A)​Campaign management
B)Networking
C)Negotiation
D)​Needs assessment

Question 8

Personal selling is especially needed for complex or new goods and services.

Question 9

Unlike consumer-focused salespeople,business-focused salespeople:

A)​require customers to come directly to a retail store.
B)call on other companies to sell their products.
C)shorten the sales process time.
D)​do not travel to customer locations.

Question 10

Unlike advertising and sales promotion,personal selling can respond only to the questions and objections that the copywriter thinks are important to customers.

Question 11

Personal selling is more important than advertising and sales promotion if the products being sold:

A)​are standardized.
B)have many consumers.
C)have a low value.
D)​are technically complex.

Question 12

Laelle Inc.,a leading manufacturer of industrial air conditioners,has developed a new air conditioner with high cooling capacity.To identify potential clients who will be interested in the new air conditioner,the company has sent out pamphlets to many firms along with its contact details for anyone interested.This scenario illustrates _____.

A)​needs assessment
B)lead generation
C)sales presentation
D)​knowledge management

Question 13

Point-of-sale interaction is a touch point in stores or information kiosks that uses software to enable customers to easily provide information about themselves without feeling violated.

Question 14

A sales presentation is a written document or professional presentation that outlines how a company's product or service will meet or exceed the client's needs.

Question 15

Which of the following statements is true of traditional selling?

A)​It allows ample time for detailed follow-up with customers after a sale.
B)It results in more win-win transactions for salespeople than relationship selling.
C)Minimal effort is placed on asking questions to identify customer needs.
D)​High emphasis is placed on matching customers' needs and wants to the benefits of the product.

Question 16

Thefinalstageofsalesmanagementiscompensating and motivating the sales force.

Question 17

Mandy's Inc.is a well-known supplier of industrial goods.While selling goods,it provides personalized benefits to each customer.It focuses on developing trust over time instead of one-time sales.This is an example of _____.

A)​price-based selling
B)relationship selling
C)discount selling
D)​persuasive selling

Question 18

In personal selling,costs of promoting a product or service can be controlled by:

A)​promoting a product to both qualified and nonqualified prospects.
B)promoting undifferentiated sales messages toward prospective consumers.
C)purchasing advertising and sales promotions in large amounts.
D)​adjusting the size of the sales force in one-person increments.

Question 19

Salespeople selling in foreign markets should tailor their presentations and closing styles to each market.

Question 20

A good salesperson perceives objections as a hindrance to the purchase decision.

Question 21

Write a note on customer relationship management.

Question 22

Which of the following is a combination of sales automation and Internet technology that some marketers are using in an effort to enhance customer satisfaction and bring in more business?

A)​Preapproach model
B)Attribution model
C)Geolocation
D)​Automated e-mail follow-up marketing

Question 23

During the preapproach stage of the selling process,a salesperson should:

A)​provide information about various referrals and discounts available.
B)learn as much as possible about a prospect's organization and its buyers.
C)create point-of-purchase displays.
D)​handle price objections and close the sale.

Question 24

_____ is the process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement.

A)​Branding
B)Trouble-shooting
C)Negotiation
D)​Follow-up

Question 25

_____ occurs when a customer and a company representative exchange information and develop learning relationships.

A)​Traditional selling
B)An intervention
C)Customer profiling
D)​An interaction

Question 26

Which of the following makes it necessary for salespeople to conduct thorough and continued follow-up with the clients?

A)​Conducting postsales follow-up gives rise to cognitive dissonance.
B)In present times, customers are more loyal toward brands and vendors than before.
C)Most businesses depend on repeat sales, which depend on follow-up by the salesperson.
D)​Buyers are more inclined to look for the best deal when they experience good postsale follow-up.

Question 27

Differentiate between qualified and unqualified leads.

Question 28

_____ is the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.

A)​Organizational optimization
B)Profit maximization
C)Total quality management (TQM)
D)​Customer relationship management (CRM)

Question 29

Glenda,a sales representative for Revo Appliances Inc.,had to deliver a presentation on her company's latest offering: an innovative food processor.Her target clients were senior managers and chefs from a reputed restaurant.After her presentation,Glenda faced tough objections from her clients who were skeptical about the product's necessity and usefulness.As a good salesperson,how should Glenda respond to this situation?

A)​She must ignore the specifications of the product's competitors.
B)She must offer a steep introductory discount and increase the price later.
C)She must suggest to her company the use of testimonials as a sales strategy rather than personal selling.
D)​She must consider the objections as a legitimate part of the purchase decision.

Question 30

Kay and Jenny's,a restaurant,implements a new system that identifies and gathers information about its regular customers.It rewards the regular customers by giving them gift coupons and cash prizes.This is most likely an example of a(n)_____ system.

A)​organizational optimization
B)profit maximization
C)total quality management (TQM)
D)​customer relationship management (CRM)

Question 31

In the selling process,which of the following is true of the needs assessment of prospective clients by salespeople?

A)​It should be carried out once a client has been qualified as a lead.
B)It requires the salesperson to know regulation and legislation that affect the industry.
C)It ignores the impact of competition on the demand of the product being sold.
D)​It does not give a comprehensive result for instances where relationship selling is used.

Question 32

Which of the following is part of defining the sales goal of a company?

A)​Assigning quotas to salespeople
B)Evaluating the sales force
C)Training new salespeople
D)​Designing the sales force structure

Question 33

While recruiting the sales force,sales managers prefer salespeople who:

A)​often avoidgetting involved in unlikely sales.
B)get their point across confidently without being overbearing or aggressive.
C)ensure that there is no negotiation during the process of closing a sale.
D)​are transactionoriented rather than relationship oriented.

Question 34

A sales manager at Guilden Corporation,a manufacturer of consumer durable goods,instructed his new salesperson,Rita,to sell five flat screen televisions per week.He informedher that,in addition to this,she is also expected to identify ten potential customers.These instructions given to Rita are referred to as _____.

A)​referrals 
B)sales leads
C)quotas
D)​touch points

Question 35

Define automated e-mail follow-up marketing.How does it work?

Question 36

In the selling process,which of the following statements is true of developing and proposing solutions?

A)​The immediate step after presenting the sales proposal is the final purchase transaction.
B)Often, customers are more likely to remember what salespeople say than how they present themselves.
C)It is better to depend on a formal presentation than on a salesperson's ability to handle customer objections.
D)​The quality of both the sales proposal and the presentation can make or break the sale.

Question 37

Differentiate between traditional personal selling and relationship selling.

Question 38

Fournotts Corp.,an electronic equipment manufacturer,collects data about its customers through customer interactions.On the basis of the data,the firm customizes its products and servicesaccording to the needs of the appropriate customer segments.This is an example of effective _____.

A)​transaction management
B)campaign management
C)lead generation
D)​lead qualification

Question 39

Effective sales management begins with:

A)​determining sales goals.
B)determining the most efficient structure for the sales force.
C)specifying the sales force size.
D)​designing a compensation plan.

Question 40

Identify a true statement about salesforce training.

A)​It is done by giving compensation to employees.
B)It can occur during sales meetings, annual meetings, or during the course of everyday business.
C)Training does not take place in the field or using online modules.
D)​Conducting job training in the field via a live sales call provides real world experience for a trainee.