Question 1

Order-getting activities are divided into two categories:

Accepted Answer

Current-customer sales involve obtaining additional sales from existing customers, while new-business sales involve acquiring new customers. These two categories are the most common way of categorizing order-getting activities.

Question 2

Dylan is a sales person for Whole Foods. In his position, he is primarily responsible for seeking repeat sales. Dylan is most likely a(n)

Accepted Answer

The answer of Dylan is a sales person for Whole...

Question 3

A salesperson will be better able to determine the prospect's specific needs by

Accepted Answer

By listening carefully to questions and comments, as well as watching reactions during the sales presentation, the salesperson can gain valuable information about the prospect's specific needs and tailor their approach accordingly. Waiting until after the sale or using a very detailed presentation without adjustments may not address the prospect's individual needs. Doing research beforehand is important but does not replace active listening during the sales presentation. Using trial closings can be helpful but should be done in conjunction with active listening.

Question 4

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 answering phone calls from customers who are interested in buying the product, but she is not actively seeking out new customers or making sales in person, so she is an inside order taker.

Question 5

Tony tells his wife, Camilla, that his last sales call of the day at DuPont was a disaster. He explains that he never really figured out what the purchasing agent was looking for. Camilla, a sales trainer for another firm, hands Tony a book on

Accepted Answer

Since Tony seems to have had trouble understanding the needs of the purchasing agent, improving his listening skills would be the most beneficial option to help him better communicate with potential clients.

Question 6

Sebastian, Kevin's sales manager, points out to him that his last shopper in the housewares department didn't seem interested or involved as he explained the new food processor to her. Sebastian suggests that Kevin use a(n) ____ as part of his presentation next time.

Accepted Answer

Sebastian suggests using a demonstration as part of the presentation to increase the shopper's interest and involvement in the new food processor. A demo allows the shopper to see the product in action and better understand its features and benefits. A video or information pamphlet may be helpful, but they do not provide the same level of engagement as a live demo. A trial close or overcoming objections approach would come later in the sales process, after the shopper has shown interest and understanding of the product.

Question 7

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

Accepted Answer

Checking in with the customer after the sale is part of the follow-up step in the sales process. This allows for any issues to be addressed and demonstrates a commitment to customer satisfaction.

Question 8

A salesperson should try to close the sale

Accepted Answer

The answer of A salesperson should try to close the...

Question 9

The two groups of order takers in personal selling are

Accepted Answer

The two groups of order takers in personal selling are inside order takers (who take orders over the phone or internet) and field order takers (who take orders in person). The other choices refer to different types of salespeople with different roles and responsibilities.

Question 10

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.

Question 11

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 12

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. The proposal stage involves presenting the prospect with a solution to their needs or problems, the overcoming objections stage addresses any concerns or reservations the prospect may have, the approach stage involves making initial contact with the prospect, and the trial stage involves allowing the prospect to test or try out the product. Therefore, the best choice is B, closing.

Question 13

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 tactic is called trial closing, where the salesperson seeks to obtain a commitment from the customer by asking for the sale multiple times. The purpose is to identify any potential objections and address them proactively. Order taking refers to the process of simply fulfilling an order that is already placed, while new-business selling refers to acquiring new customers. Order getting and overcoming objections are related to closing the sale, but they do not specifically involve the repeated use of trial closes.

Question 14

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

This is an example of a trial close, which is a sales technique used to gauge the customer's interest and readiness to buy by presenting a question or statement that encourages them to make a decision. In this case, Brian is asking Mrs. French to choose between two options, which can help him determine whether she is more likely to make a purchase.

Question 15

Creative selling, which requires that salespeople recognize a potential buyer's needs and then provide the prospect with the necessary information, is performed by

Accepted Answer

Creative selling involves identifying a prospect's needs and providing them with the necessary information, and this is mainly performed by order getters, who actively seek out and persuade potential buyers to make a purchase. Order takers, on the other hand, simply process the order when a customer decides to place an order. Missionary salespeople aim to promote a company's products or services and do not necessarily focus on selling to a specific prospect. Trade and technical salespeople typically have a more specialized role in selling to business-to-business customers, and may not have as much opportunity for creative selling as order getters who sell to individual consumers.

Question 16

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

Accepted Answer

The answer of Hannah is a retail salesperson for Crate...

Question 17

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

Accepted Answer

Handling objections as they arise allows the salesperson to address any concerns or doubts the customer may have before they become a deal-breaker. It also shows the customer that the salesperson is listening and responsive to their needs. Waiting until later in the sales process may result in the customer losing interest or becoming less receptive to the sales pitch.

Question 18

"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 19

Which of the following is not true when making the sales presentation?

Accepted Answer

Anticipating questions and answering them before they're asked can be a good strategy, but it's not something that is not true when making a sales presentation. It's actually beneficial to anticipate potential questions to demonstrate knowledge and preparedness, which can build trust with the customer. The other options (B, C, D, E) are all recommended practices for effective sales presentations.

Question 20

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

Yolanda's job involves finding new customers and convincing existing customers to add more services, which requires her to actively seek out and persuade potential buyers. Therefore, she would best be classified as an order getter.

Quiz 19: Personal Selling and Sales Promotion