Deck 20: Personal Selling Online

Question 1

You sell commercial washing machines to buyers such as hotels and hospitals.At first,you calculate the washing requirements and identify the troubles faced by the buyers.Based on your evaluation,you create a need in the customers' mind to sell the products.You are in the _____ stage of personal selling evolution.

A)persuader
B)procreator
C)problem-solver
D)provider
E)prospector

Answer 1

C

Question 2

Personal selling is commonly used for products such as life insurance.Identify the reason behind this practice.

A)The customer is making a major purchase decision.
B)In most cases,final price of insuring is negotiated between buyer and seller.
C)The selling margin in insurance is relatively low.
D)Information needed by buyer cannot be provided entirely through advertising.
E)Creative selling is not required for simple products such as insurance.

Answer 2

D

Question 3

Which of the following types of products is most likely to be sold using personal selling?

A)Computers
B)Packaged food
C)Consumer goods
D)Distilled water
E)Apparels

Answer 3

A

Question 4

Dyadic communication is defined as:

A)communication between two people or groups.
B)communication that involves indirect feedback between sender and receiver.
C)the technologically-oriented communication involving two dimensions.
D)a form of verbalized integrated marketing communication.
E)a form of communication that elicits an opinion from the receiver.

Question 5

Which of the following is an example of a direct marketing effort of a company?

A)Selling through sales people
B)Selling through resellers
C)Missionary selling
D)Territory distribution
E)Advertising

Question 6

For which of the following products would personal selling play a dominant role?

A)Bars of soap
B)Coloring books
C)Boxed chocolate candy
D)Fresh flowers
E)Earthmoving equipment

Question 7

Personal selling is the most appropriate sales method when:

A)the margin of sales is low.
B)channel system is relatively long and direct to end-users.
C)advertising media provide an effective link with market targets.
D)features and performance of the product is relatively simple.
E)final price is negotiated between buyer and seller.

Question 8

You are the marketing manager of a company that produces complex industrial machinery.The features and performance of the product require demonstration.Identify the most prominent communication required for this product.

A)Shock advertising
B)Direct advertising
C)Personal selling
D)Retail selling
E)Mass communication

Question 9

Personal selling is typically under the control of the:

A)sales manager.
B)advertising department.
C)promotions department.
D)marketing department.
E)operations manager.

Question 10

Which of the following statements about personal selling is true?

A)Personal selling would play a dominant role in companies that sell inexpensive products such as plastic toys.
B)The role of personal selling would be minimal in a company that sells component parts to auto manufacturers.
C)Integrated marketing communication tools are used in conjunction with personal selling.
D)In an integrated marketing communications program,personal selling is a substitute for other promotional mix elements.
E)Personal selling is typically controlled by the advertising and promotions department.

Question 11

Management should determine what the specific responsibilities of personal selling will be and what role it will assume relative to the other promotional mix elements.Which of the following questions could best guide the management in determining the roles?

A)How many salespeople do the competitors have?
B)What is the total sale amount of the industry to which the company belongs?
C)How many people work in each department of the organization?
D)How is the company performing in the market and what is the market capitalization of the company?
E)What specific information must be exchanged between the firm and potential customers?

Question 12

Personal selling refers to selling:

A)personalized products to individuals and organizations.
B)to individuals by using various selling techniques.
C)through a person-to-person communications process.
D)personalized products to individuals rather than organizations or groups.
E)low value products to individuals.

Question 13

In personal selling,the communications sender is able to immediately receive and evaluate feedback from the receiver.This is referred to as _____ communication.

A)synergistic
B)adaptive
C)indirect
D)dyadic
E)consultative

Question 14

A sales force is a major part of an organization's integrated marketing communications mix when:

A)the channel system is very long and direct to the end-users.
B)product trial by customers is unnecessary to make purchase decisions.
C)the purchase decision is not a major one for the buyer.
D)product and service training are needed by channel intermediaries.
E)selling price or quality purchased provides a narrow margin.

Question 15

Which of the following is the first stage of personal selling evolution?

A)Prospector
B)Provider
C)Preparer
D)Persuader
E)Presenter

Question 16

Salespeople who seek out potential buyers who are perceived to have a need for the service/product and the resources to buy are involved in the _____ stage of the evolution of selling process.

A)persuader
B)procreator
C)problem-solver
D)provider
E)prospector

Question 17

You are the salesperson of a FMCG manufacturer.Your selling activities are limited to accepting orders for the supplier's available offering and conveying it to the buyer.You are likely to be in the _____ stage of personal selling.

A)persuader
B)prospector
C)problem-solver
D)provider
E)procreator

Question 18

Personal selling most notably differs from the other forms of promotional communication due to:

A)the complex nature of relationship with the receiver.
B)the opportunity for direct and immediate feedback.
C)the symbolic nature of the interpersonal relationships.
D)use of standardized messages in communication.
E)differing performance parameters used to measure it.

Question 19

_____ allows for more specific tailoring of the message and more personal communications than do many of the other media.

A)Informative advertising
B)Mobile marketing
C)Internet communication
D)Dyadic communication
E)Classified advertising

Question 20

In the _____ stage of personal selling evolution,selling involves an attempt to influence market members to buy the supplier's offerings.

A)persuader
B)prospector
C)problem-solver
D)provider
E)procreator

Question 21

A monopolistic market is most likely associated with the _____ stage in the evolution of selling.

A)procreator
B)prospector
C)persuader
D)problem-solver
E)provider

Question 22

_____ refers to an organization's effort to develop a long-term,cost-effective link with individual customers for mutual benefits.

A)Relationship marketing
B)Missionary selling
C)Transactional relationship
D)Transformational exchange
E)Joint venture

Question 23

Relationship marketing would most closely approximate which stage of the evolutionary selling process?

A)Persuader
B)Procreator
C)Problem-solver
D)Provider
E)Prospector

Question 24

You operate in a segmented market.You face differentiated and growing competition.You are in the _____ stage of personal selling evolution.

A)persuader
B)procreator
C)problem-solver
D)provider
E)prospector

Question 25

Which of the following stages in the evolution of personal selling is likely to be associated with a participative market?

A)Provider
B)Prospector
C)Procreator
D)Persuader
E)Problem-solver

Question 26

Which of the following types of salespeople would function in the problem solver stage of the evolution of selling?

A)Car insurance salespeople
B)Telemarketers for photo studio
C)Communication systems salespeople for a telephone company
D)Route salespeople
E)Office supplies sellers calling on small businesses

Question 27

In the provider stage,salespeople accept orders and delivers to buyer.Identify the type of market that exists in this stage.

A)Sellers'
B)Buyers'
C)Segmented
D)Participative
E)Coactive

Question 28

Your firm operates in a market that is characterized by focused competition.The market is also growing in terms of breadth and service offerings.Identify the stage of personal selling evolution at which your firm operates.

A)Provider
B)Prospector
C)Procreator
D)Problem-solver
E)Persuader

Question 29

What type of market prevails during the procreator stage in the evolution of selling?

A)Coactive
B)Buyers'
C)Segmented
D)Participative
E)Sellers'

Question 30

Many organizations analyze their databases to study purchase behavior and frequency and duration of customer interactions.Which of the following is likely to be the reason for this study?

A)Evaluation of the organization's brand value
B)Estimation of the industry's market potential
C)Assessment of customer satisfaction
D)Estimation of the need to differentiate.
E)Estimation of profitability at the individual account level

Question 31

When a firm's customer needs are mutually defined and matched with a tailored offering,the firm is in which evolution stage of the selling process?

A)Procreator
B)Provider
C)Prospector
D)Persuader
E)Problem-solver

Question 32

Salespeople should educate themselves more about their customers' businesses and regularly assess these businesses.These responsibilities are associated with the _____ roles of salespeople.

A)mapmaking
B)guiding
C)fire starting
D)surveying
E)influencing

Question 33

Several new roles are performed by salespeople today.The _____ role involves outlining both an account strategy and a solutions strategy (for the customer).

A)fire starting
B)guiding
C)surveying
D)evaluating
E)mapmaking

Question 34

Which of the following terms is most closely associated with relationship marketing?

A)Persuasion
B)Compliance
C)Consultation
D)Partnership
E)Autonomy

Question 35

Adoption of a CRM approach will require sales managers to:

A)make use of their expert power.
B)standardize the communication to customers.
C)develop nontraditional sales strategies.
D)adopt a participative management style.
E)use the legitimate power that they have.

Question 36

Modern salespeople bring incremental value to the customer by identifying problems and opportunities,offering alternative options and solutions,and providing solution with tangible value.These roles of salespeople can be classified as _____ roles.

A)fire starting
B)surveying
C)mapmaking
D)guiding
E)influencing

Question 37

Which of the following statements on the likely nature and intensity of competition during the persuader stage of personal selling evolution is true?

A)Competition is almost non-existent.
B)Undifferentiated competition exists with slight intensity.
C)Competition is differentiated and growing.
D)Responsive and counteractive competition prevails.
E)Competition is focused and growing.

Question 38

Which of the following statements about the stages in the evolution of selling is true?

A)The problem solver selling is typically found in buyers' markets.
B)The intensity of competition is greatest for salespeople at the provider level.
C)The procreator engages with the customer in defining the customer's needs and tailoring a product to satisfy those needs.
D)The persuader is typically found in sellers' markets.
E)The competition is typically undifferentiated for a procreator.

Question 39

The fire starting roles of salespeople are associated with:

A)outlining an account strategy and a solutions strategy for the customers.
B)laying out a customized plan for individual customers.
C)engaging customers and driving them to commit to a solution.
D)bringing incremental value to the customer by identifying problems.
E)educating themselves more about their customers' businesses.

Question 40

A bank that wants to be your partner from the time your children are born until they finish college is definitely trying to:

A)use a benefiting strategy.
B)engage in relationship marketing.
C)establish a long-term transactional marketing plan.
D)create short-term dyadic communication.
E)combine the roles of prospecting and map making.

Question 41

When Paul purchased auto insurance,the agent asked if he had renters' insurance.Paul did not know that he can insure his belongings from fire and theft.When the agent explained how Paul can insure his personal belongings,Paul agreed and purchased renters' insurance along with the auto insurance.This is an example of:

A)a multilevel close.
B)cross selling.
C)a qualified sale.
D)missionary selling.
E)order taking.

Question 42

Catharine introduces new products,new promotions,and new programs,with the actual order to be taken by the company's order taker or by a distributor representing the company's goods.She is likely to be a(n)____.

A)order-getter
B)prospector
C)order-taker
D)missionary salesperson
E)persuader

Question 43

Sales people who travel to customers just to get their orders are called ____.

A)external order takers
B)field order takers
C)direct order getters
D)internal order takers
E)external order getters

Question 44

Which of the following steps of selling is performed immediately before demonstrating the capabilities of the firm and its products?

A)Handling the indirect objections of the customers
B)Determining customers' needs and wants
C)Recommending a way to satisfy the customers' needs and wants
D)Attempting to close the sale
E)Asking for the customers' opinions

Question 45

Which of the following accurately lists the categories used by Sales & Marketing Management to classify people?

A)Order taking,order getting,and creative selling
B)Creative selling,telemarketing,and order getting
C)Manufacturers' agent,sales broker,and telemarketer
D)Missionary selling,creative selling,and order taking
E)Intangible selling,technical selling,and selling to manufacturers

Question 46

A telemarketer,who is engaged in selling over telephone alone can be classified as a(n)____.

A)order getter
B)missionary salesperson
C)procreator
D)order taker
E)creative seller

Question 47

What is the major difference between leads and prospects?

A)Leads are people who may become customers whereas prospects need the product or service.
B)Prospects are normally handled by creative sellers whereas leads are handled by order takers.
C)Leads can be easily converted to sales whereas prospects would take time to buy the product or service.
D)Missionary selling is associated with handling prospects whereas creative selling is associated to handling leads
E)Leads are associated with cold calls whereas prospects are associated with planned calls.

Question 48

Which of the following types of sales jobs requires the most skill and preparation?

A)Missionary sales representative
B)Creative seller
C)Problem solver
D)Persuader
E)Order taker

Question 49

Asking for an order is associated with the _____ stage in selling.

A)feedback
B)objection handling
C)need determination
D)pre-approach
E)close

Question 50

What happens typically when an order taker meets with a situation that involves a major purchase decision?

A)The order-taker directly attempts to close the sale.
B)The sale may be turned over to the creative seller.
C)The sale could be diverted to a missionary salesperson.
D)The order-taker makes an indirect attempt to close the sale.
E)She/he moves on to the next sale without wasting much time.

Question 51

Robert performs sales activities such as prospecting,need determination,solution providing,and closing of the sale.Robert can be called a(n)____.

A)order-getter
B)missionary salesperson
C)persuader
D)prospector
E)order-taker

Question 52

Which of the following types of selling jobs involves creative selling,but not actual order taking?

A)Telemarketer
B)Route salesperson
C)Order taker
D)Inside salesperson
E)Missionary salesperson

Question 53

Which type of sales personnel would most likely be handling sales situations involving straight rebuy?

A)Missionary sales representative
B)Order taker
C)Problem solver
D)Creative seller
E)Prospector

Question 54

Which of the following stages in selling is associated with keeping existing customers than attracting new ones?

A)Problem-solving
B)Objection-handling
C)Close
D)Follow up
E)Trial close

Question 55

Which of the following products is most likely to benefit from personal selling communications?

A)Chewing gum
B)Soda
C)Lathe machine
D)Emergency lamp
E)Liquor

Question 56

HRTech is a company that provides human resource management services for small- and medium-sized businesses that do not have the necessary resources to efficiently manage their employees' needs themselves.During a sales presentation,its sales rep asked,"Can we start work on setting up your personalized HR system next Monday?" This question was an example of a(n):

A)close
B)two-way feedback
C)objection handling
D)need-determination
E)pre-approach

Question 57

People who work inside the sales office and receive orders by phone,mail,or the Internet are called:

A)field order takers.
B)virtual order takers.
C)virtual order getters.
D)inside order takers.
E)inside order getters.

Question 58

A large retail chain hired ACCPAC to develop and implement an e-commerce Web site.After the successful launch of the Web site,ACCPAC suggested the store would benefit from ACCPAC's warehouse management system.This would be an example of:

A)a multilevel close.
B)cross selling.
C)a qualified sale.
D)missionary selling.
E)order taking.

Question 59

The _____ is the salesperson who introduces new products,promotions,and/or programs to potential customers without directly closing the sale.

A)missionary sales representative
B)creative seller
C)problem solver
D)order getter
E)order taker

Question 60

Personal selling has many advantages over other communications methods.However,most companies do not use this extensively.Which of the following is the major reason for this?

A)Personal selling lacks the ability to deliver customized solutions.
B)Many managers believe that the effectiveness of personal selling is hyped.
C)Personal selling techniques have limited persuasion capability.
D)It is often difficult to control the salespeople even when they are permanent employees.
E)Personal selling is expensive compared to other forms of communication.

Question 61

Which of the following is a disadvantage associated with personal selling?

A)Lack of personalization
B)Sales force/management conflict
C)Lack of direct feedback
D)Inability to tailor messages
E)Lack of customer involvement in the decision process

Question 62

Robert usually performs sales calls on time.A day before one of the decided sales calls,he calls up the prospect and informs her that he will be late for the sales call.Here,Robert is displaying ____.

A)punctuality
B)promptness
C)aggression
D)unpreparedness
E)undependability

Question 63

Which of the following behaviors of salespeople is most closely associated with promptness?

A)Listening to customers' problems
B)Presenting innovative solutions to problems
C)Coming prepared to sales presentations
D)Displaying positive attitudes and enthusiasm
E)Quick replies to requests for information

Question 64

Which of the following characteristics of personal selling can be both advantageous and disadvantageous?

A)The ability to personalize the sales message
B)Lack of distraction
C)Cost of selling
D)Relationship selling
E)Potential for direct feedback

Question 65

Studies have shown that decision makers expect salespeople to be thorough.This means that salespeople should:

A)cover every detail with prospects and follow up every detail.
B)remain in the job or business for long.
C)always present value propositions in a way that explains how each feature and benefit works.
D)take personal accountability for handling customer requests.
E)handle every account like you would want your account handled.

Question 66

Identify a major advantage associated with personal selling.

A)Consistency of messages.
B)Reduced organizational conflicts.
C)Involvement in decision making.
D)Reduced cost of selling.
E)Superior reach.

Question 67

The use of personal selling offers the opportunity to assess the sales situation and to adapt the sales message accordingly.This is called:

A)missionary selling.
B)an indirect response system.
C)dyadic planning.
D)cross selling.
E)a direct feedback network.

Question 68

Personal selling is often considered superior to the other marketing communication techniques.Which of the following is one of the reasons for it?

A)Distortion of marketing messages does not occur in personal selling.
B)Salespeople can often involve in decision making in personal selling.
C)Marketing messages tend to be consistent in personal selling.
D)Personal communication is an inexpensive option to communicate.
E)Personal selling is associated with better reach compared to the other methods.

Question 69

Salespeople should not behave as gabbers during sales presentations.Gabbers are people who:

A)provide less information.
B)are very passive.
C)extremely unreliable.
D)are compulsive talkers.
E)do not have the ability to solve problems.

Question 70

Which of the following stages in the selling process is typically characterized by cross selling?

A)Follow up
B)Closing
C)Problem-solving
D)Objection-handling
E)Need-recognition

Question 71

Marketer often use mass communications as an alternative of personal selling.What is the major reason for this?

A)Need for personalized communication
B)Increasing cost of personal selling
C)Low success rate of personal selling
D)Technological improvements
E)Change in consumer preferences

Question 72

What does it mean when salespeople are described as having poor reach?

A)They engage in too much waste coverage.
B)They lack product knowledge needed to close the sale.
C)They are unable to expose everyone in the target market to their sales message.
D)Wearout commonly occurs when salespeople make more than three sales calls on the same prospect.
E)The success ratio of the salespeople engaged in personal selling is poor.

Question 73

At which stage of the adoption hierarchy would personal selling likely be least useful?

A)Awareness
B)Evaluation
C)Trial
D)Purchase
E)Order-getting

Question 74

Which of the following is a potential problem associated with the use of personal selling?

A)Increased customer distraction.
B)Lack of personalization.
C)Relatively low-conversion rate.
D)Lack of control over the decision process.
E)Inconsistent marketing messages.

Question 75

The ability to specifically tailor the message may prove to be either an advantage or a disadvantage.Under which of the following situations might this advantage become a disadvantage?

A)When costs per contact are high
B)When salespeople alter the message just to get a sale
C)When the price of the product is standardized
D)When the product is complex in nature
E)When distribution channels are short and direct to the end user

Question 76

Many of the decision makers are offended by salespeople asking for competitors' quotes.Which of the following is most closely associated with this behavior?

A)Aggression
B)Undependability
C)Presumptuousness
D)Unpreparedness
E)Follow up

Question 77

Studies conducted to examine the combination of advertising and personal selling efforts have shown:

A)Combining advertising and personal selling for complex products will reduce effectiveness.
B)Sales reps from heavily advertised companies are poorly received compared to salespeople from non-advertised companies.
C)Advertising is not useful for complex products and industrial products.
D)Advertising to be unnecessary when the objective is to create awareness for a new product.
E)Companies can improve reach,reduce costs,and improve the probability of a sale by combining advertising and personal selling.

Question 78

Of all the promotional program elements,only personal selling provides the opportunity for:

A)increased awareness.
B)the communication of detailed information.
C)direct feedback.
D)maintaining customer loyalty.
E)low-cost operations.

Question 79

Personal selling often results in conflicts between sales force and management.Which of the following is the major reason for these conflicts?

A)The conversion ratio of personal selling could be extremely low.
B)Sales force and marketing may not be working as a team.
C)Most organizations do not distinguish sales and marketing departments.
D)Sales people do not deliver personalized messages to customers.
E)Sales is a line function in organizations whereas marketing is a staff function.

Question 80

Personal selling may lead to potential ethical problems.What is the major reason for this?

A)Most personal sale situations demand unethical practices.
B)Many salespeople are compulsive talkers and they do not listen to customers.
C)Sales people often call on customers without specific appointments.
D)Many salespeople engage in sales calls without clear purposes.
E)Managers do not have complete control over the messages of salespeople.