Question 1

A representative from AT&T called Dr.Michaels after he switched to its U-verse telephone system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a(n)________ call.

Accepted Answer

The selling process does not end with the closing of a sale.Rather,professional selling requires customer follow-up,the final stage of the personal selling process.

Question 2

A sales plan is a

Accepted Answer

Key term definition-sales plan.

Question 3

Figure 20-4
 
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C refers to

Accepted Answer

The sales management process consists of three interrelated functions: (A)sales plan formulation,(B)sales plan implementation,and (C)salesforce evaluation.

Question 4

Figure 20-4
 
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box B refers to

Accepted Answer

The sales management process consists of three interrelated functions: (A)sales plan formulation,(B)sales plan implementation,and (C)salesforce evaluation.

Question 5

The sales manager instructed the salesperson to " make at least 500 customer contacts between January 1 and July 1." The sales manager voiced a(n)________ sales objective.

Accepted Answer

Input-related sales objectives emphasize the number of sales calls and selling expenses.

Question 6

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Accepted Answer

Key term definition-sales plan.

Question 7

The sales manager told the salesperson,"Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced a(n)________ sales objective.

Accepted Answer

Output-related sales objectives focus on dollar or unit sales volume,number of new customers added,and profit.

Question 8

In the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the ________ stage.

Accepted Answer

The follow-up stage includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed.Note that postpurchase evaluation is from the perspective of the buyer.

Question 9

All of the following are output-related sales objectives except which?

Accepted Answer

Selling objectives can be output-related and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be input-related and emphasize the number of sales calls and selling expenses.Output- and input-related objectives are used for the salesforce as a whole and for each salesperson.

Question 10

________ involves three tasks:  setting objectives,organizing the salesforce,and developing account management policies.

Accepted Answer

Sales plan formulation involves three tasks: (1)setting objectives,(2)organizing the salesforce,and (3)developing account management policies.

Question 11

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale from a new customer.

Accepted Answer

Research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly half of that necessary to gain a sale from a new customer.

Question 12

Formulating the sales plan involves three tasks: setting objectives,organizing the salesforce,and

Accepted Answer

Sales plan formulation involves three tasks: (1)setting objectives,(2)organizing the salesforce,and (3)developing account management policies.

Question 13

Russ Berry Co.sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

Accepted Answer

Closing in the personal selling process involves obtaining a purchase commitment from the prospect-what the Russ Berry salesperson is doing here.

Question 14

When a salesperson in the Apple store asks,"Will that be charge or cash?" he has executed which stage of the personal selling process?

Accepted Answer

Closing in the personal selling process involves obtaining a purchase commitment from the prospect-what the computer salesperson is doing here.

Question 15

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

Sales plan formulation involves three tasks: (1)setting objectives,(2)organizing the salesforce,and (3)developing account management policies.

Question 16

Figure 20-4
 
-Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box A refers to

Accepted Answer

The sales management process consists of three interrelated functions: (A)sales plan formulation,(B)sales plan implementation,and (C)salesforce evaluation.

Question 17

Sales management consists of three interrelated functions: ________,sales plan implementation,and salesforce evaluation.

Accepted Answer

The sales management process consists of three interrelated functions: (1)sales plan formulation,(2)sales plan implementation,and (3)salesforce evaluation.

Question 18

Selling objectives can be ________ and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be ________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

Selling objectives can be output-related and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be input-related and emphasize the number of sales calls and selling expenses.Output- and input-related objectives are used for the salesforce as a whole and for each salesperson.

Question 19

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

The follow-up stage includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed,the situation described here.Note that post-purchase evaluation is from the perspective of the buyer.

Question 20

The final stage in the personal selling process is referred to as

Accepted Answer

The selling process does not end with the closing of a sale.Rather,professional selling requires customer follow-up,the final stage of the personal selling process.

Quiz 20: Personal Selling and Sales Management

A representative from AT&T called Dr.Michaels after he switched to its U-verse telephone system.The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service.This is an example of a(n) ________ call.

A sales plan is a

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box C refers to

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box B refers to

The sales manager instructed the salesperson to " make at least 500 customer contacts between January 1 and July 1." The sales manager voiced a(n) ________ sales objective.

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

The sales manager told the salesperson,"Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced a(n) ________ sales objective.

In the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the ________ stage.

All of the following are output-related sales objectives except which?

________ involves three tasks: setting objectives,organizing the salesforce,and developing account management policies.

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale from a new customer.

Formulating the sales plan involves three tasks: setting objectives,organizing the salesforce,and

Russ Berry Co.sells stuffed animals and holiday gifts.When its salesperson asks a retailer,"Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process?

When a salesperson in the Apple store asks,"Will that be charge or cash?" he has executed which stage of the personal selling process?

Which of the following tasks are involved in the sales plan formulation stage of the sales management process?

Figure 20-4 -Figure 20-4 above depicts the sales management process that involves three interrelated functions.Box A refers to

Sales management consists of three interrelated functions: ________,sales plan implementation,and salesforce evaluation.

Selling objectives can be and focus on dollar or unit sales volume,number of new customers added,and profit.Alternatively,they can be and emphasize the number of sales calls and selling expenses.

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

The final stage in the personal selling process is referred to as