Question 1

________ aspects also contribute to why fixed compensation is favored over variable compensation in some Asian countries.

Accepted Answer

Cultural aspects such as a preference for stability, predictability, and a strong emphasis on seniority and hierarchy can contribute to why fixed compensation is favored over variable compensation in some Asian countries.

Question 2

Company call center executives provide procedural information to the clients who call up to know the specifications and operation of the product. These call center employees can be called ________.

Accepted Answer

Technical support people are trained in providing procedural information related to the product and its operation. Sales assistants and telemarketers are more focused on selling the product rather than providing technical information. "Deliverer" is not a relevant term in this context, and consultants may provide broader business advice rather than specific product information.

Question 3

Your company has customer-service representatives who provide you with leads, write up proposals, fulfill orders, and provide post-sales support. Your responsibilities are to concentrate on the larger accounts with more complex and customized needs. Your company most likely has a ________ salesforce.

Accepted Answer

A leveraged salesforce is characterized by having different levels of salespeople focusing on different types of accounts. In this case, the customer-service representatives would be part of the lower-level sales force, responsible for handling leads, proposals, and post-sales support. The higher level sales force, which the asker is part of, would focus on larger accounts with complex and customized needs. This structure allows for efficient use of resources and specialized attention to different types of customers.

Question 4

A salesperson who is contacting possible buyers by mail or phone to assess their level of interest and financial capacity is in the ________ step of the selling process.

Accepted Answer

The answer of A salesperson who is contacting possible buyers...

Question 5

Direct marketing has the ability to test different elements of an offer strategy under real marketplace conditions.

Accepted Answer

Direct marketing allows for testing of different elements of an offer strategy in an actual marketplace with real customers. This can help determine the most effective approaches and optimize future marketing efforts.

Question 6

Which of the following is an example of a problem question?

Accepted Answer

A problem question is phrased in a way that helps identify a problem or issue. Option C is a problem question because it seeks to identify parts of a system that create errors, which could lead to identifying and solving a problem. The other options are either too specific or too general to qualify as problem questions.

Question 7

________ questions ask about the consequences of the buyer's problems.

Accepted Answer

Implication questions focus on the potential consequences of the buyer's problems, helping the salesperson to build urgency and create a need for the proposed solution. Situation questions gather information about the buyer's current state, problem questions uncover specific difficulties, need-payoff questions explore the benefits of a solution, and solution questions seek to present the seller's offerings.

Question 8

Identify the first step in the workload approach to establish sales force size.

Accepted Answer

The first step in the workload approach to establish sales force size involves grouping customers into size classes according to annual sales volume. This classification helps in understanding the distribution of customers and planning the sales efforts accordingly.

Question 9

Direct mail permits target market selectivity and allows early testing and response measurement.

Accepted Answer

Direct mail can be targeted to specific demographics, behaviors or purchase histories of potential customers, and response rates can be tracked and analyzed to determine the effectiveness of the campaign. Testing can be done on a smaller scale before rolling out a larger campaign, minimizing risks and maximizing ROI.

Question 10

In catalog marketing, companies may send full-line merchandise catalogs, specialty
consumer catalogs, and business catalogs, usually in print form.

Accepted Answer

This statement is true.

Question 11

Part-time paid employees who work exclusively for the company are a part of the ________ salesforce.

Accepted Answer

Part-time paid employees who work exclusively for the company are directly employed by the company and work as a part of the direct salesforce. Virtual salesforce refers to salespeople who work remotely, contractual salesforce refers to salespeople who work on a contract basis, implicit salesforce refers to the marketing and advertising efforts that indirectly contribute to sales, and brokered salesforce refers to the use of intermediaries such as wholesalers or retailers to sell products.

Question 12

Today's customers expect a salesperson to have extensive product knowledge, to be efficient and reliable, and to provide ideas to improve the customer's operations. These demands are forcing companies to make higher investments in ________.

Accepted Answer

The statement mentions the expectation of customers for salespeople to have extensive product knowledge and provide ideas to improve operations. To meet these demands, companies need to make higher investments in sales training to ensure their salespeople have the necessary skills and knowledge to meet customer expectations.

Question 13

________ consists of manufacturers' reps, sales agents, and brokers who earn a commission based on sales.

Accepted Answer

The answer of ________ consists of manufacturers' reps, sales agents,...

Question 14

A company's best prospects are customers who have never bought its products.

Accepted Answer

A company's best prospects often include both new customers and repeat customers, as repeat customers have already shown interest and satisfaction in the product, making them potentially more likely to buy again.

Question 15

Jackson, the sales representative of a Korean manufacturer of commercial heavy duty washing machines, calls on the hotels in Asia. During a sales call, he asks the housekeeping manager of a hotel "How many bed sheets do you wash in a day, on an average?" This question can be classified as a(n) ________ question.

Accepted Answer

This question falls under the category of a situation question as it is attempting to understand the current situation and usage of bed sheets in the hotel.

Question 16

Which of the following is the first step in the process of personal selling?

Accepted Answer

Prospecting and qualifying is the first step in the process of personal selling. This involves identifying potential customers and evaluating them to determine if they are likely to be interested in the product or service being offered.

Question 17

In which of the following stages of personal selling does a salesperson tell the product story to the buyer?

Accepted Answer

During the presentation stage, a salesperson tells the product story to the buyer, highlighting the features, benefits, and unique selling points of the product or service.

Question 18

One of the shortcomings of direct marketing is that the firms cannot easily measure its response.

Accepted Answer

This statement is false. Direct marketing allows firms to easily measure its response through tracking the number of responses, conversions, and ROI (return on investment).

Question 19

Fixed compensation receives more emphasis in sales rep jobs with ________.

Accepted Answer

The answer of Fixed compensation receives more emphasis in sales...

Question 20

Which of the following types of questions directly enquires about the value or usefulness of a proposed solution?

Accepted Answer

Need-payoff questions are used to directly enquire about the value or usefulness of a proposed solution. They help the salesperson understand the specific needs of the customer and how the proposed solution can meet those needs. Situation questions are used to gather general background information, problem questions are used to identify specific issues, implication questions are used to explore the potential consequences of the problem, and consequence questions are used to evaluate the impact of the problem if it goes unsolved.

Quiz 19: Managing Personal Communications: Direct Marketing and Personal Selling