Question 1

All of the following are service quality dimensions related to follow-up except

Accepted Answer

Follow-up is related to the service provider's ethics in terms of their commitment to keeping their promises made during the service delivery process. However, service quality dimensions related to follow-up generally include reliability, responsiveness, and empathy, which focuses on meeting or exceeding customer expectations, addressing customer needs and concerns, and demonstrating care and understanding towards customers. Tangibles are also important, but less relevant compared to these other dimensions for follow-up.

Question 2

Johnny works at an electronics store.In addition to his salary,he receives 2 percent of the sales dollars he brings in each month.This extra 2 percent is called a

Accepted Answer

The extra 2% that Johnny receives is directly related to the sales he brings in. This type of payment is commonly known as a commission, which is a percentage of the sales revenue earned by an employee.

Question 3

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as _____________ for employees; the magazine and blog are outlets for not only selling advice but also company-wide recognition of individual salespeople's accomplishments.

Accepted Answer

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as nonfinancial rewards for employees, providing them with recognition and a sense of achievement rather than a direct financial gain.

Question 4

All of the following are steps in the B2C personal selling process except

Accepted Answer

Request for proposal is not a step in the B2C personal selling process. It is typically used in B2B sales, where the customer will ask for a proposal or bid from potential vendors. The other steps listed (generating and qualifying leads, preapproach, closing the sale, and follow-up) are all part of the B2C personal selling process.

Question 5

The Consumer Electronics Show is an example of a(n)

Accepted Answer

The Consumer Electronics Show is a trade show where companies showcase their latest consumer electronics products to potential buyers, retailers, and the media.

Question 6

Your best friend is considering a career in sales.What benefits of a sales career would you explain to your friend?

Accepted Answer

The answer of Your best friend is considering a career...

Question 7

Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past,it is requesting a guarantee from the company before it will place another order.Which of the service quality dimensions is being addressed in this scenario?

Accepted Answer

The dimension of assurance is being addressed in this scenario, as the company is requesting a guarantee from its windshield wiper manufacturer to ensure the quality and reliability of the product.

Question 8

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons except

Accepted Answer

Telemarketing and cold calls do not inherently require appointments to be made before the sales pitch; they are direct methods of contacting potential customers, often without prior arrangement.

Question 9

When Pat was talking with his customer about the new accounting system,his customer mentioned that she thought the new system was not going to fit into their budget.Pat explained that once her people were trained on it,it would require less time to process orders,and therefore save her money in payroll.Which part of the sales presentation is demonstrated in this example?

Accepted Answer

Pat is addressing a specific concern from the customer and providing a solution to overcome it. This is an example of overcoming reservations in the sales presentation.

Question 10

When Barbara realized she didn't have all of the technical information she needed to answer the customer's questions,she made a call to her office.Who would be most likely to provide appropriate assistance?

Accepted Answer

Sales support personnel are specifically trained to provide technical information and assistance to salespeople. They would be the best source of assistance in this situation.

Question 11

Getting a commitment from the customer to purchase your product is also known as

Accepted Answer

Closing the sale refers to the final step in the sales process, where the salesperson asks the customer to commit to purchasing the product. It is an important step in the sales process and an indication that the salesperson has successfully convinced the customer of the value of the product. A, C, D, and E are not typically used to describe this specific step of the sales process.

Question 12

Tasha was selling siding and her boss told her that she could hide an extra charge for trim in the total,even though the customer was told he would not be charged for trim.Tasha was told this was standard practice for the siding company.If the customer takes legal action for this,who is most likely liable?

Accepted Answer

Both Tasha and the siding company could be held liable for intentionally misleading the customer and hiding an extra charge for trim in the total. Tasha's boss may also be held responsible for instructing her to engage in this unethical practice. The customer cannot be held liable for not checking the order more carefully as they had been told they would not be charged for trim. Victimless crime is not a relevant concept in this situation.

Question 13

________ training is excellent for communicating selling and negotiation skills,because managers can observe the sales trainees in real selling situations and provide instant feedback.

Accepted Answer

On-the-job training is the best choice for communicating selling and negotiation skills, as it allows trainees to engage in real selling situations where managers can provide instant feedback. This can help trainees to improve their skills and confidence in sales and negotiation. Role-play, simulation, and internet-based training can be helpful in some aspects, but they may not provide the same level of real-world experience and immediate feedback as on-the-job training. Distance learning may not be as effective in developing interpersonal skills such as selling and negotiation.

Question 14

A salesperson's compensation can be made up of some combination of salary,commission,and __________,which are payments made at a manager's discretion when the salesperson achieves certain goals.

Accepted Answer

Bonuses are payments made at a manager's discretion when the salesperson achieves certain goals, and are usually a common component of a salesperson's compensation plan.

Question 15

Every Monday during the month of December,salespeople who had the highest sales the previous week participated in a package surprise,where each would receive a package containing either a $50 or a $100 bill.This short-term incentive is known as a

Accepted Answer

This situation describes a sales contest where the highest performing salespeople are rewarded with a prize, in the form of either a $50 or $100 bill, on a weekly basis during the month of December.

Question 16

To maintain trustworthy customer relationships,companies must take care that they respect customer privacy and respect the ________-that is,the amount of information a customer feels comfortable providing.

Accepted Answer

The term "information comfort zone" accurately describes the amount of information a customer feels comfortable providing, reflecting the balance between sharing personal data and maintaining privacy.

Question 17

Harvey enjoys a successful sales career.He is a go-getter,gets up early every morning to check his schedule,and arrives at appointments early so he can get in the right mental frame of mind.Which personal trait does Harvey exhibit?

Accepted Answer

Harvey's habit of getting up early and arriving at appointments early shows that he is self-motivated, which means he is driven to take action and achieve his goals. Personality, optimism, resilience, and empathy are also important personal traits, but they are not demonstrated in the given description of Harvey's behavior.

Question 18

Von told the sales rep he wasn't buying his product because it cost too much.In terms of the personal selling process this is called a(n)

Accepted Answer

A reservation is when a customer expresses concerns or doubts about purchasing a product or service, which may include objections about price.

Question 19

Tara made sure that her customers felt comfortable contacting her when they needed something,and she focused on the long term in her dealings with them.Tara is a ________-oriented salesperson.

Accepted Answer

Tara's focus on making her customers feel comfortable and building long-term relationships suggests that she prioritizes building strong connections with her customers, making her a relationship-oriented salesperson.

Question 20

When her salespeople bring in five new customers,Marissa gives them a $1,000 payment.This is an example of a

Accepted Answer

A bonus is a non-regular payment made to an employee in addition to their salary or commission as an incentive for achieving particular goals or results. In this scenario, Marissa is rewarding her salespeople for bringing in new customers, which is an example of a bonus.

Quiz 20: Personal Selling and Sales Management