Deck 15: Professional Sales

Question 1

The ________ department should be trained to make inquiries of guests representing companies to find out if more business exists from those companies.

A) Housekeeping
B) Reservations
C) Front Desk
D) Accounting

Answer 1

B

Question 2

Which one of the following is NOT a good measure of sales volume within the hospitality industry?

A) Occupancy
B) Passenger miles
C) Total covers
D) Inventory

Answer 2

D

Question 3

A basic model of motivating sales representatives is:

A) effort → motivation → performance → rewards → satisfaction
B) motivation → effort → performance → satisfaction → rewards
C) motivation → effort → performance → rewards → satisfaction
D) effort → motivation → performance → satisfaction → rewards

Answer 3

C

Question 4

When a salesperson provides personal favors like free lunches to customers the salesperson is practicing the strategy of:

A) Impression
B) Ingratiation
C) Legitimacy
D) Referent power

Question 5

________ responsibility increases the sales representative's incentive to cultivate local business and personal ties.

A) Territorial
B) Departmental
C) Structural
D) Social

Question 6

If one sales team concentrates on the association business while another team concentrates on the corporate market a ________ sales force structure is being used.

A) Territorial-structured
B) Customer-structured
C) Market-channel-structured
D) Market-segment-structured

Question 7

Which of the following is NOT an influence strategy used by salespeople during presentations?

A) Negotiation
B) Impression
C) Ingratiation
D) Expertise

Question 8

Salespeople write up their completed activities on:

A) Sales quota reports
B) Work plans
C) Expense reports
D) Call reports

Question 9

The first step in the personal selling process is:

A) Prospecting
B) Closing
C) The presentation
D) The approach

Question 10

The two common approaches used to determine appropriate competitive set or cluster for a hotel are:

A) ADR and RevPAR
B) Occupancy and RevPAR
C) ADR and Occupancy
D) ADR and Product Type

Question 11

When a salesperson calls on a customer simply to build goodwill, he or she is playing the part of a:

A) Technician
B) Missionary
C) Deliverer
D) Demand creator

Question 12

Standards stating the amount a salesperson should sell are called:

A) Performance measures
B) Sales quotas
C) Incentive programs
D) Profit goals

Question 13

Which of the following is NOT a good way to develop prospects?

A) Getting a competitor's database
B) Booth at a trade show
C) Dropping in unannounced on various offices
D) Conducting a sales blitz

Question 14

Which of the following is NOT an activity or task that a sales representative performs for their company?

A) Selling
B) Staging
C) Servicing
D) Prospecting

Question 15

Which of the following is NOT a way to structure a sales organization?

A) Product based
B) Market segment based
C) Employee based
D) Customer based

Question 16

Which of the following is NOT an example of a hotel customer's negotiation strengths?

A) Provide too many guests
B) Stay high-occupancy nights
C) Bring quality guests
D) Provide cross purchase potential

Question 17

Members of a sales force need three types of training: product/service, policies procedures and planning and:

A) Market
B) Territorial
C) Revenue/expense
D) Sales technique

Question 18

A form of marketing whereby marketers and Web masters use a range of techniques to ensure that their Web page appears in a favorable location in search engine results pages, is called:

A) Online marketing
B) Search engine marketing
C) Web site marketing
D) Web placement marketing (WPM)

Question 19

When Sales representatives find and cultivate new customers, it is called:

A) Prospecting
B) Selling
C) Targeting
D) Servicing

Question 20

Sales representatives deciding how to allocate their scarce time among prospects and customers is known as:

A) Prospecting
B) Targeting
C) Selling
D) Servicing

Question 21

Telemarketers can contact roughly twice as many customers per day as outside salespeople.

Question 22

One major objection to buying salespeople often have to overcome is the price of their product.

Question 23

What are inside salespeople? Discuss the various types of inside sales people and the importance of each in the hospitality industry.

Question 24

Which of the following is NOT a way to improve trade show effectiveness?

A) Construct a mailing list of prospects using in-house information of the list of expected visitors from the trade show management company.
B) Avoid recording any visitor contacts due to privacy considerations.
C) Follow up with qualified prospects after the show.
D) Send letters to prospective buyers

Question 25

When sales representatives decide how to allocate their scarce time among prospects and customers, it is called:

A) Prospecting
B) Targeting
C) Servicing
D) None of the above

Question 26

Sales structure can build along several lines. One of these is technical competency.

Question 27

Prospecting is the process of searching for new accounts.

Question 28

Electronic selling is still not very entrenched in the hospitality industry.

Question 29

Why is establishing objectives for sales force important?

Question 30

One advantage of the territorial-structured sales force approach is that territorial responsibility will increase the salesperson's incentive to cultivate local business.

Question 31

The only real goal of the salesperson is to produce sales.

Question 32

Putting presentation skills secondary to customer-needs analysis skills is the key to the sales-oriented approach to selling.

Question 33

Which of the following is NOT a key indicator of sales performance?

A) Average sales calls per salesperson per day
B) Entertainment cost per sales call
C) OTA reservation percentage
D) number of lost customers per period

Question 34

When the salesperson is not expected or permitted to take an order but is called only to build goodwill or to educate the actual or potential user, the salesperson is called:

A) Missionary
B) Technician
C) Demand creator
D) None of the above

Question 35

Sales personnel serve as a company's link to customers. Personal selling is often the most effective, albeit costly, tool. What tasks do sales representatives perform for their companies? Define each.

Question 36

The two issues in designing territories are territory size and territory shape.

Question 37

When business risks cannot be accurately predetermined, you negotiate.

Question 38

When and where is team selling advantageous? What are its pros and cons?

Question 39

Describe six classifications of sales positions that have applications in the hospitality industry.

Question 40

Which of the following are NOT part of the inside sales force

A) Technical support
B) Sales assistants
C) Sales agents
D) Telemarketers