Deck 20: Personal Selling and Sales Management

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

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 can be held legally accountable.

Answer 3

True

Question 4

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

Question 5

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

Question 6

Personal selling is worth more than it costs to firms.

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

Ethical and legal issues are likely to arise between the sales force and corporate policy when the salespeople become conflicted between doing what they believe is ethical and what their company asks them to do in order to make a sale.

Question 12

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

Question 13

Retail salespeople should never "judge a book by its cover."

Question 14

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

Question 15

Potential customers are called marks.

Question 16

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

Question 17

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

Question 18

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

Question 19

Manufacturer's representatives are a firm's senior sales employees.

Question 20

Almost everyone is engaged in some form of selling.

Question 21

Chesnee 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.Chesnee 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 22

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette'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 23

One of the advantages of personal selling over other types of marketing communication 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 24

When Vonage decided to increase its sales of its voice over Internet protocol (VoIP)services to business customers rather than focusing only on consumers,it recognized that it needed information about how these buyers differed from its existing clients.Therefore,it purchased three firms that already function in business markets: Simple Signal,Telesphere Networks,and Vocalocity.Not only do those acquisitions provide it with customer data it can use in its preapproach planning,but they also provide introductions to potential business customers,leading Vonage to predict that it would be able to increase its B2B revenue by 40 percent.Vonage salespeople likely access all this information immediately and conveniently from the firm's

A) direct marketing system.
B) B2B selling system.
C) customer relationship management system.
D) customer response management system.
E) indirect marketing system.

Question 25

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

Question 26

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

A) her firm should attend trade shows.
B) her firm has a "hot" product.
C) having a sales force is worth more than it costs.
D) she will be able to find an effective supply chain manager.
E) online advertising will work.

Question 27

Personal selling can take place in all of the following situations except

A) face-to-face.
B) over the Internet.
C) by telephone.
D) through newspaper ads.
E) video teleconferencing.

Question 28

Although a sales representative may skip a step in the personal selling process or might sometimes have to go back and repeat steps,there is logic in the sequence.All of the following describe the personal selling process except

A) before a salesperson can work through the preapproach, leads must be qualified.
B) the customer's reservations must be addressed before closing the sale.
C) closing the sale is the final-and most satisfying-part of the process.
D) carefully working through the preapproach will make the next step-the sales presentation-more effective and efficient.
E) follow-up may include additional sales for the representative.

Question 29

Monica works as a salesperson in a retail clothing store.Of the five stages in the selling process,Monica 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 30

Taylor loves the lifestyle associated with being a salesperson,allowing her to take a day off during the week and making 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 31

In Arthur Miller's play Death of a Salesman,Willie Loman portrays

A) a leading example of an ethical salesman.
B) the loneliness of a traveling salesman.
C) the ruthlessness of a pushy salesman.
D) the lifestyle and success of people in sales.
E) the value salespeople provide to consumers.

Question 32

The sales reward is more important than the way in which it is operationalized.

Question 33

Whereas objective measures seek to assess salespeople's behavior,subjective measures are quantitative.

Question 34

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 35

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 36

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

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

Question 37

Regarding ethical issues,the most important thing a company can do is to have written formal guidelines for common ethical situations.

Question 38

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

Question 39

Sales representatives add value for customers by doing all of the following except

A) educating them about the firm's products.
B) providing advice on solving business problems.
C) saving them time.
D) simplifying communication with the firm.
E) reducing the firm's marketing costs.

Question 40

Gwen 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 41

Imagine that a management consulting firm wants to sell a bank a new system for finding checking account errors.The consulting firm's salesperson has learned about the customer during the qualification stage,and the salesperson should now do all of the following except

A) find out how many checks the bank processes.
B) determine the system the bank is currently using.
C) figure out how to immediately close the sale.
D) determine the benefits of the consultant's proposed system compared with the competition.
E) conduct additional research and develop plans for meeting with the customer.

Question 42

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica 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 43

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 44

Retail salespeople should not __________ and assume that a person in the store cannot afford to purchase the store's products based on appearances.

A) assume Murphy's Law is true
B) "run for the roses"
C) "judge a book by its cover"
D) "let sleeping dogs lie"
E) attempt to "keep up with the Joneses"

Question 45

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 46

Boris 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.Boris and his colleague are engaged in

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

Question 47

One reason B2B salespeople spend considerable time qualifying potential customers is that

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 48

Fred 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,Fred 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 49

When a plumbing contractor drove up to Bill's house in a brand-new Mercedes,Bill decided this person would be too high-priced even before the plumbing contractor offered his bid.Bill 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

Regina 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.Regina 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 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

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

A) whether or not 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 53

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

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

Question 54

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 55

The preapproach stage 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 56

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

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

Question 57

Yara 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 Yara 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 contact the customer.
D) establish goals for meeting with the customer.
E) call the customer and offer a first-time discount.

Question 58

Galena 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.Galena is attempting to use __________ to generate leads.

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

Question 59

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 60

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 61

Kyle 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 62

Like any effective salesperson,Frazer walks into a customer's office,shakes hands,looks the customer in the eye,and smiles.After exchanging pleasantries,Frazer 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 63

Like any effective salesperson,Tiffany walks into a customer's office,shakes hands,looks the customer in the eye,and smiles.After exchanging pleasantries,Tiffany will try to create interest in her company's product.Tiffany 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 64

The attitudes that Ryan'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 be ____________,by quickly addressing any problems that occur.

A) reliable
B) responsive
C) assuring
D) empathic
E) tangible
Addressing problems quickly refers to the responsiveness dimension of service quality.

Question 65

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 66

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 67

Naven 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 68

The attitudes that Ryan'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 69

Hiro sells building materials to local contractors.He wants to build long-term relationships with his contractors through effective follow-up.After delivering the materials ordered,Hiro 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 70

Evelyn 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 71

Salespeople at Janie'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 72

Effective salespeople anticipate and handle

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

Question 73

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

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

Question 74

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 75

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 76

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 77

Mohinder sells small-business health insurance programs,working on straight commission.Closing the sale is an extremely stressful point in the selling process for him.If he does not close the sale,the most likely outcome will be

A) his quota will be increased.
B) he will generate no income.
C) his quota will be lowered.
D) his bonus will not exceed his commission.
E) he will get a salary reduction.

Question 78

The attitudes that Ryan'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 79

The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality.All of the following are considered one of the five service quality dimensions to consider except

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

Question 80

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