Question 1

During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, "Would you prefer black or stainless steel?" This is an example of a

Accepted Answer

Brian's question is a trial close, which is a type of sales technique used to gauge a prospect's interest in purchasing a product by offering a choice between two options. In this case, he is asking Mrs. French to choose between black or stainless steel, which assumes that she is interested in buying the gourmet oven and has narrowed down her options to these two finishes.

Question 2

A missionary salesperson is usually employed by

Accepted Answer

A missionary salesperson is usually employed by a manufacturer. They are responsible for promoting the company's products to potential customers, educating them about the features and benefits of the product, and building relationships with them over time. This type of salesperson is often used when a company is introducing a new product to the market or trying to gain market share from competitors.

Question 3

Doug travels around to various established customers to see what new office supplies they need. His customers have come to depend on him to check their supplies. Doug is part of the

Accepted Answer

Doug travels to the customer's location, which indicates that he is a part of the outside sales force. The outside sales force is responsible for meeting the customers in person, building relationships, and generating new business. Doug's job involves checking the supplies of the customers, which is more of a sales function rather than customer service, indicating that he is a part of the outside sales force.

Question 4

While anticipating objections and countering them before they are asked is a good idea, one negative consequence of doing so is that the salesperson may

Accepted Answer

Anticipating objections and countering them before they are asked can inadvertently introduce new objections to the customer that they hadn't considered, potentially complicating the sales process.

Question 5

Hannah is a retail salesperson for Crate and Barrel in Chicago. She is most likely classified as

Accepted Answer

Hannah works at a retail store, indicating that she is likely an inside salesperson who interacts directly with customers. Option A (outside salesperson) typically refers to individuals who meet with customers outside of a physical business location, while B (support personnel), C (trade salesperson), and E (technical salesperson) do not accurately describe Hannah's role as a retail salesperson.

Question 6

Yolanda's job is to find new customers for her company's telecommunication services. She encourages existing customers to add more services and finds customers who are completely new to the company. Yolanda would best be classified as a(n)

Accepted Answer

The answer of Yolanda's job is to find new customers...

Question 7

When a salesperson asks the customer to buy the product several times throughout the sales presentation in an effort to uncover hidden objections, it is called

Accepted Answer

This technique is known as trial closing, where the salesperson asks for the sale multiple times to gauge the customer's level of interest and uncover any hidden objections. Order taking refers to simply processing an order that the customer has already decided to make, new-business selling is focused on finding and acquiring new customers, order getting is a more aggressive approach to closing the sale, and overcoming objections is addressing and resolving specific concerns the customer has about the product or service.

Question 8

"Mrs. Brucker, you would agree that this is the most attractive car interior in this price range, wouldn't you?" Cliff Davis, a salesperson at Midtown Ford, was using a(n) ____ when he made this statement.

Accepted Answer

This statement is an example of a trial close, where the salesperson is attempting to see how close the customer is to making a purchase by asking for their opinion or agreement on a positive aspect of the product.

Question 9

During the personal selling process, a salesperson, if possible, should handle objections when

Accepted Answer

The salesperson should handle objections as soon as they arise in order to prevent them from becoming greater obstacles later in the selling process. It also shows the customer that the salesperson is attentive to their concerns and willing to address any issues they may have.

Question 10

A salesperson should try to close the sale

Accepted Answer

A salesperson should attempt to close the sale several times during the sales presentation to gauge the customer's readiness and address any objections or concerns as they arise.

Question 11

____________ requires that salespeople recognize potential buyers' needs and give them the necessary information.

Accepted Answer

Creative selling involves recognizing potential buyers' needs and providing them with the necessary information to persuade them to make a purchase.

Question 12

Ron works as a salesperson at an automobile dealership. He is most likely focused on

Accepted Answer

The answer of Ron works as a salesperson at an...

Question 13

Which of the following is least likely to be directly involved in actually making sales?

Accepted Answer

Support sales personnel are typically not directly involved in making sales, but instead provide assistance and support to other sales personnel such as outside salespeople or new-business salespeople.

Question 14

Dylan is a salesperson for Whole Foods. In his position, he is primarily responsible for seeking repeat sales. Dylan is most likely focused on

Accepted Answer

Dylan's focus on seeking repeat sales indicates that he is primarily involved in current-customer selling, which involves developing long-term relationships with existing customers and seeking to increase their level of purchases. This is in contrast to new-business selling, which involves acquiring new customers, or other types of selling such as missionary, team, or trade selling.

Question 15

Increasingly, inside salespersons manage ___________________ and outside salespersons are more _______________.

Accepted Answer

Inside salespersons often manage digital approaches to sales, leveraging technology to reach and engage customers, while outside salespersons are more relationship-oriented, focusing on building and maintaining personal connections with clients.

Question 16

Cheyenne calls to see if her customer's new hardwood floors were installed correctly

Accepted Answer

Checking in with the customer to ensure satisfaction and address any potential issues is a crucial step in the follow-up process. This helps build trust and foster a positive relationship with the customer, ultimately leading to repeat business and referrals.

Question 17

Sales activities in the sales structure are divided into two categories:

Accepted Answer

The two categories mentioned in the options are "current-customer sales" and "new-business sales." This refers to the distinction between sales activities focused on maintaining relationships with existing customers and sales activities aimed at attracting new ones. The other options do not accurately reflect this division.

Question 18

Michelle works for a company that sells rotisseries for chicken and other foods. She answers phone calls from customers who see infomercials on TV and call to order the product. Michelle is considered a(n)

Accepted Answer

Michelle is working as an inside salesperson as she is taking orders from customers over the phone.

Question 19

The ____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.

Accepted Answer

The closing stage is the point in the personal selling process where the salesperson asks the prospect to make a purchase. This stage is critical and requires the salesperson to use effective communication and persuasion skills to convince the prospect to buy the product. The other stages in the personal selling process are the approach, where the salesperson makes initial contact with the prospect, the proposal where the salesperson presents the product's features and benefits, overcoming objections stage, where the salesperson addresses the prospect's concerns and the trial close, where the salesperson asks questions to determine the prospect's level of interest.

Question 20

The purpose of the ____ stage in personal selling is to determine customers' problems and questions about using the product.

Accepted Answer

The follow-up stage in personal selling is crucial for determining customers' problems and questions about using the product, as it involves checking in with the customer after the sale to ensure satisfaction and address any issues or concerns they may have.

Quiz 18: Personal Selling and Sales Promotion