Deck 2: Using Information to Understand Sellers and Buyers

Question 1

George is a salesman.When visiting his home,he proudly points to all the electronic devices he has won for his sales work.George obviously responds to __________ rewards.

A)Intrinsic
B)Extrinsic
C)Community
D)Substantial

Answer 1

B

Question 2

Sales careers appeal to people who value:

A)Structure.
B)Security.
C)Independence.
D)Repetition.

Answer 2

C

Question 3

Top sales performers act as sales consultants by:

A)Making sound recommendations.
B)Presenting their recommendations in a persuasive manner.
C)Creating an environment of openness.
D)All of the choices are correct.

Answer 3

D

Question 4

Top sales performers recognize sales and marketing opportunities and take appropriate steps to capitalize on those opportunities to:

A)Make sure they receive credit for their discovery.
B)Continually increase sales,profitability,and market share.
C)Put pressure on their customers.
D)Keep fellow salespeople at a disadvantage.

Question 5

Walton,a top sales representative,has been offered a managerial position.She hesitates to take the position knowing management positions:

A)Require more time.
B)Offer few opportunities for advancement.
C)Take different personal skills and abilities.
D)All of the choices are correct.

Question 6

In a study of success factors,the factor rated most important was:

A)Decision making ability.
B)Creativity.
C)Empathy.
D)Listening skills.

Question 7

Marvin provides a boat-repair service.He often spends extra time helping customers identify and fix other problems without charging them.Marvin receives _________ rewards for these efforts.

A)Intrinsic
B)Extrinsic
C)Community
D)Substantial

Question 8

A key difference between transactional and relationship selling is:

A)The effort devoted to maintaining the relationship between face-to-face encounters.
B)The time devoted to finding new leads.
C)Whether or not customer and salesperson ever meet face-to-face.
D)The caliber of the customer.

Question 9

The character,Willie Loman,portrays sales as a (n):

A)Sad and demoralizing career.
B)Unethical and ruthless activity.
C)Back-slapping,polyester-suit-wearing buffoon.
D)Telephone hustler selling bogus securities to "pigeons".

Question 10

Selling often requires tenacity,sticking with a task.Great salespeople always keep in mind the ____________ while working on the details.

A)Big picture
B)Intrinsic rewards
C)Work/family conflict
D)Virtual memory system

Question 11

Because of the negative image,sales people need to:

A)Prove their value to society.
B)Offer discounts.
C)Speak more slowly.
D)Use adaptive selling.

Question 12

In addition to possessing product knowledge,knowledge of the industry,and knowledge of each customer,top sales performers must:

A)Keep their sales strategies secret.
B)View each new customer as a potential conquest.
C)Propose integrated solutions that are relevant to current customer needs.
D)Teach the customer what they really need.

Question 13

The use of _______________ creates a challenge for managers attempting to keep sales people fully socialized to the culture of the organization.

A)Virtual offices
B)Repetitive sales pitches
C)Industrial RFPs
D)Modified perceived risk analyses

Question 14

Fiona has a canned sales presentation but,realizing this particular customer is already quite knowledgeable about her product,she changes the presentation.Fiona is engaged in:

A)Hard-selling.
B)Adaptive selling.
C)Repeat purchase selling.
D)Selling center adjustment.

Question 15

The character,Herb Tarleck in "WKRP Cincinnati",portrays sales as a (n):

A)Sad and demoralizing career.
B)Unethical and ruthless activity.
C)Back-slapping,polyester-suit-wearing buffoon.
D)Telephone hustler selling bogus securities to "pigeons".

Question 16

Which of the following statements about creativity is true?

A)A person must be highly educated or an intellectual to be creative.
B)Creativity can be developed.
C)Always look for the right answer.
D)Keep ideas practical.

Question 17

Some components of job variety in sales include:

A)Changing internal and external environments.
B)Different customer needs and problems.
C)Creative problem-solving.
D)All of the choices are correct.

Question 18

Karen is serious about climbing the corporate ladder in her organization.As a salesperson,she should do the following,except:

A)Network.
B)Take on extra responsibilities.
C)Show she wants to advance.
D)Treat her coworkers as subordinates.

Question 19

Ironically,selling courses and sales training seminars often focus more on teaching speaking and writing skill than:

A)Listening skills.
B)Smiling.
C)Following-up.
D)Getting organized.

Question 20

Which of the following business trends is true?

A)Count on your past experiences to spur you on.
B)Technology-driven change has peaked.
C)We are shifting from the information age to the communication age.
D)Time is becoming cheaper.

Question 21

Objections are a natural part of any sales process.Sales representatives can overcome objections by:

A)Developing a trusting relationship with the client over the long run.
B)Working to negotiate win-win solutions.
C)Both A and B.
D)Neither A nor B.

Question 22

Given all the new communications technology used by salespeople today,organizations need to ensure that all salespeople:

A)Submit their preferences.
B)Receive proper training.
C)Engage in dynamic scoring.
D)All of the choices are correct.

Question 23

Buying centers exist primarily in:

A)California.
B)Retail purchases.
C)Organizational buying.
D)Purchasing of services.

Question 24

If you were asked to compare sales peoples' activities ten years ago and today,one conclusion would be that salespeople have experienced substantial:

A)Replacement.
B)Derived demand.
C)Job enlargement.
D)Out supplier competition.

Question 25

The average cost of a sales cost has been estimated at ____ per call:

A)$22
B)$82
C)$242
D)$642

Question 26

Valerie is considering a switch from retailing to business sales.She knows B2B selling is different from B2C selling in that B2B selling typically involves:

A)Fewer customers.
B)More complex products.
C)More expensive products.
D)All of the choices are correct.

Question 27

In order to understand the selling process and why successful salespeople do what they do,you must understand:

A)Why the organization exists.
B)How customers make their purchase decisions.
C)Regulations affecting selling.
D)The macro economy.

Question 28

It generally takes _________ calls to close a new account than an existing account.

A)More
B)The same number
C)Less
D)It cannot be determined

Question 29

One of the reasons the average cost of a sales call is increasing is because of the:

A)The increasing use of technology.
B)Non-selling activities expected of sales people.
C)Changing rewards requiring greater sales effort.
D)All of the choices are correct.

Question 30

New technology available to enhance salesperson performance includes.

A)Email,cell phone,PDA,and laptop
B)Online social networking,email blasts,ultra mobile PCs,PDAs
C)Personalized online thank you card services,online social networking,ultramobile PCs presentation enhancement software
D)All of the above

Question 31

If you were asked to compare sales peoples' activities ten years ago and today,the major new activities of sales people today center on the use of:

A)Foreign language skills.
B)Mentoring.
C)Consultative sales.
D)Technology in communication.

Question 32

Relationship selling is emphasized in __________ selling.

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

Question 33

The largest percentage of a salesperson's time is spent on:

A)Administrative tasks.
B)Prospecting.
C)With customers.
D)On service calls.

Question 34

When salespeople are required to engage in new activities using new technologies,sales managers need to:

A)Update rewards systems to reflect the new dimensions and activities expected.
B)Understand each new piece of technology.
C)Avoid single-source modifying.
D)Assess the perceived risk and return for each sales person.

Question 35

In the whole field of selling,most salespeople are employed in ___________ selling:

A)Retail
B)Industrial
C)Electronic
D)Key account

Question 36

A __________ __________'s primary responsibility is to increase business from current and potential customers by providing engineering information and assistance:

A)Missionary seller.
B)Trade servicer.
C)New business seller.
D)Technical seller.

Question 37

Caroline is a missionary sales person.She typically focuses on:

A)Selling only socially appropriate products.
B)Religious organizations as target clients.
C)Providing information to existing and potential customers.
D)All of the choices are correct.

Question 38

In order to avoid unnecessary costly upgrades,managers should carefully assess sales force skills and needs with respect to:

A)Automobiles.
B)Technology.
C)Wardrobes.
D)Products.

Question 39

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

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

Question 40

Because of the high cost of a typical sales call,and the number of calls it takes to close a new account,sales managers emphasize:

A)Using technology where possible.
B)Reallocating sales effort to customer retention.
C)Eliminating nonessential tasks.
D)All of the choices are correct.

Question 41

Gerald is a sales manager for a company selling to the military.He often puts together a team to sell to the military buying center.He finds team selling:

A)Is less expensive than individual selling.
B)Creates problems with coordination.
C)Reduces overall organizational commitment.
D)All of the choices are correct.

Question 42

The characteristics of creative people can be developed in others.

Question 43

Sales people use the same skills as managers.

Question 44

Which of the following stages comes after the other choices in organizational buying decision stages?

A)Evaluation of proposals and selection of suppliers.
B)Determination and description of the traits and quality of needed items.
C)Search for and qualification of potential suppliers.
D)Selection of an order routine.

Question 45

Which of the following comes before the other choices in organizational buying decision stages?

A)Evaluation of proposals and selection of suppliers.
B)Determination and description of the traits and quality of needed items.
C)Search for and qualification of potential suppliers.
D)Selection of an order routine.

Question 46

Many manufacturers allow their suppliers access to their sales information and automatically authorize purchase of materials to replace those used in the products that have been sold.In these organizations,sales are based on:

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

Question 47

In a __________,account executives utilize a global team of salespeople but can also draw from the full functional resources within the company.

A)Single-source supply system.
B)Matrix organization.
C)Buying center.
D)Virtual office.

Question 48

The ________ is a senior salesperson responsible for handling a customer whose potential business is great enough to offset the high cost of team selling.

A)CRM.
B)KAM.
C)GM.
D)TM.

Question 49

Most sales jobs create a work/family conflict.

Question 50

________________ play a larger role when a company is reordering as compared to ordering for the first time.

A)Gatekeepers
B)Purchasing managers
C)Selling centers
D)Key account buyers

Question 51

The determination of what is needed,how much is needed,and when it is needed is typically determined in the _______________ stage of the organizational buying decision process.

A)Evaluation of proposals and selection of suppliers.
B)Determination and description of the traits and quality of needed items.
C)Search for and qualification of potential suppliers.
D)Selection of an order routine.

Question 52

Payments made to retailers to cover the cost of setting up an item in the retailer's IT system,programming,and access to the retailer's distribution system are called:

A)Bulk-buying payments
B)New buying bonuses.
C)Slotting allowances.
D)Organizational bribes.

Question 53

Chet is the purchasing manager for an art supply wholesaler.Each time he needs to order a new supply of picture frames,he reorders from his existing suppliers rather than from new sources.Chet's decision is probably influenced by the ___________ associated with purchasing from new suppliers.

A)Perceived risk
B)Perpetual motion
C)Derived satisfaction avoidance
D)Matrix dynamic

Question 54

Salespeople working for virtual bosses should take responsibility for making the relationship work.

Question 55

Sales careers appeal to people who prefer a structured work environment and defined compensation.

Question 56

Because sales people tend to be compensated for performance,starting salaries for sales people right out of college tend to be lower than most other professions.

Question 57

Because of the negative image,sales people need to prove their value to society.

Question 58

Careers in sales have a negative image due to stereotypes of sales people using a soft-sell technique.

Question 59

The key to successful team selling structure is developing a team that:

A)Knows everything.
B)Knows everyone.
C)Meets customer needs.
D)All of the choices are correct.

Question 60

A ________ brings together individuals from around the organization as a team to join the salesperson.

A)Buying center.
B)Selling center.
C)KAM.
D)None of the choices are correct.

Question 61

What is a virtual office?

Question 62

Below are the organizational buying stages.Re-organize them by numbering them 1 through 7,into the logical order of organizational buying.
___ Acquisition and analysis of proposals or bids
___ Selection of an order routine
___ Anticipation or recognition of a problem or need
___ Performance evaluation and feedback
___ Determination and description of the traits and quality of the needed item(s)
___ Evaluation of proposals and selection of suppliers
___ Search for and qualification of potential suppliers

Question 63

What does a missionary sales person do?

Question 64

List three of the four strategies discussed in this chapter for working with a virtual boss.

Question 65

What is perceived risk and how does it affect selling?

Question 66

Sales people spend a majority of their time selling.

Question 67

What are the main advantages to careers in selling?

Question 68

In order to truly understand the selling process and why successful salespeople do what they do; what do salespeople need to understand?

Question 69

Why is creativity important on the job?

Question 70

Research has identified "key success factors" in relationship selling.Describe any four of the ten factors that have been identified.

Question 71

Why does success as a salesperson not guarantee success as a sales manager?

Question 72

Who are the participants in the organizational buying process,and what are their roles?

Question 73

Who was Willy Loman?

Question 74

Why is relationship selling more widely used in business-to-business selling than business-to-customer selling?