Question 1

Davidson-Uphoff & Co. sells ironware accessories for home and garden to retailers. When its salesperson told the prospect, "For this week only, we will pay all the shipping costs for new customers," the salesperson was using

Accepted Answer

The salesperson is using an urgency close by creating a sense of urgency with the limited time offer of free shipping for new customers only for the current week.

Question 2

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

The two types of selling objectives described in the question are output-related objectives, which focus on measurable outcomes such as sales volume and new customers, and input-related objectives, which focus on the activities of the sales team such as sales calls and expenses. Therefore, the best choice is B - output-related objectives; input-related objectives. The other answer choices do not accurately reflect the types of objectives described in the question.

Question 3

The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced __________ sales objective.

Accepted Answer

The sales objective given by the sales manager is related to output since it specifies a numerical target for sales volume increase.

Question 4

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 salesperson would ask the customer whether he or she is satisfied with the product during the follow-up stage of the personal selling process, which occurs after the sale has been made. This allows the salesperson to address any concerns or issues the customer may have, and helps to build long-term relationships with the customer. The other choices are all different closing techniques used during the actual sales presentation, which occur before the follow-up stage.

Question 5

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

Accepted Answer

The final stage in the personal selling process is follow-up, which involves continuing communication with the customer after the sale to ensure satisfaction, address any concerns or issues, and potentially secure future business. This stage is important for building long-term relationships with customers and maintaining a positive reputation for the salesperson and company.

Question 6

Urgency close refers to

Accepted Answer

Urgency close refers to quickly committing the prospect by making references to the time limits of the purchase. Option D aligns with this definition.

Question 7

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

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 sales plan. A salesforce framework refers to the structure and organization of a sales team, while a sales protocol is a set of guidelines or rules governing sales activities. A workload plan is a plan for distributing tasks and responsibilities within a team, and a sales assessment is an evaluation of the effectiveness of a sales team.

Question 8

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

Accepted Answer

The sales plan formulation stage involves setting objectives for the salesforce, organizing the salesforce, and developing account management policies. This is the first step in the sales management process and provides a foundation for the remaining stages. The other options involve tasks that are typically performed in later stages of the process.

Question 9

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

The answer of Russ Berry Co. sells stuffed animals and...

Question 10

A sales plan is a

Accepted Answer

A sales plan is a statement that outlines the objectives, strategies, and tactics of a sales team. It describes what is to be achieved and where and how the selling effort of salespeople is to be deployed. A sales plan is a blueprint that outlines how a company’s sales team will achieve its objectives and goals.

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 __________ of that necessary to gain a sale from a new customer.

Accepted Answer

The answer of One reason follow-up is so important is...

Question 12

Formulating the sales plan involves three tasks: (1) setting objectives, (2) organizing the salesforce, and (3) __________.

Accepted Answer

The answer of Formulating the sales plan involves three tasks:...

Question 13

A representative from AT&T called Dr. Michaels after he switched to its new 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 __________ call.

Accepted Answer

This is a follow-up call because the representative is checking in with Dr. Michaels after he has switched to the new service to ensure satisfaction and address any questions.

Question 14

The most basic of the three sales management functions is

Accepted Answer

The answer of The most basic of the three sales...

Question 15

Formulating the sales plan involves three tasks: (1) __________, (2) organizing the salesforce, and (3) developing account management policies.

Accepted Answer

Setting objectives is a fundamental part of formulating a sales plan, as it provides direction and goals for the salesforce to achieve.

Question 16

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

Accepted Answer

Sales management consists of the formulation of a sales plan, which includes defining sales objectives and developing strategies to achieve them. The sales plan is then implemented by the sales team, and their performance is evaluated through various metrics such as sales revenue, customer satisfaction, and market share. While elements such as communication, training, compensation, and size determination are important in sales management, they are not the three main interrelated functions.

Question 17

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

The stage of the personal selling process when the salesperson asks for the sale is called the closing stage. In this case, the salesperson is asking for the customer's method of payment, which is a clear indication that they are ready to close the sale.

Question 18

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

Accepted Answer

Sales plan implementation is the next logical step after sales plan formulation. After the sales plan is formulated, the organization must implement it in the market. Salesforce evaluation comes as the final stage of sales management, where the performance of the sales force is evaluated based on the goals set in the sales plan. Although the training, compensation, size determination, and communication are crucial components of sales management, they are not directly related to the three interrelated functions mentioned in the question.

Question 19

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 of the personal selling process includes activities such as ensuring the proper delivery and installation of the product, addressing any difficulties or issues faced by the customer in using the product, and building a long-term relationship with the customer through timely and effective communication. This stage is crucial in achieving customer satisfaction and loyalty, and it helps to establish a positive reputation for the salesperson and the company.

Question 20

At the end of her sales presentation, the salesperson asks, "Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just made __________.

Accepted Answer

The salesperson has used an assumptive close by posing two options for payment, both of which assume that the customer is going to make a purchase. This can lead the customer to feel more confident in making a decision and may increase the likelihood of a sale.

Quiz 20: Personal Selling and Sales Management