Question 1

A person who primarily seeks repeat sales is called a(n)

Accepted Answer

An order taker is a salesperson who primarily seeks repeat sales by maintaining relationships with existing customers and ensuring their ongoing satisfaction.

Question 2

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's job involves taking orders from customers over the phone, which makes her an inside order taker. She is not responsible for generating new business, building relationships with clients, or working in the field. Therefore, options A, D, and E can be eliminated. While she does provide support to customers who call, this is not the primary focus of her role, making option C incorrect.

Question 3

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 concerns or issues is part of the follow-up step in the sales process. The installation of hardwood floors is a significant purchase and important to the customer, so it is essential to make sure everything was installed correctly and to their satisfaction.

Question 4

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

Tony's issue seems to be related to not being able to understand what the purchasing agent was looking for. Improving listening skills can help him better understand his clients and their needs, leading to more successful sales calls in the future.

Question 5

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 and field order takers. Inside order takers are those who receive orders from customers via telephone or internet and process them from inside the company. Field order takers, on the other hand, take orders in person from customers in the field.

Question 6

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 7

Sherry Sullivan,Kevin Miller's sales manager,points out to him that his last shopper in the housewares department didn't seem involved as he explained the new food processor to her.She suggests that he use a ____ as part of his presentation next time.

Accepted Answer

A demonstration would be the best option as it allows the customer to see the product in action and better understand its features and benefits. A video could also be effective, but it may not provide the same level of engagement and interaction as a live demonstration. Referrals, trial closes, and qualifications are not relevant to addressing the issue of customer engagement during product presentations.

Question 8

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

Accepted Answer

A salesperson should handle objections as soon as they arise, rather than waiting until later in the sales process. This allows for the salesperson to address any concerns or uncertainties the customer may have and potentially salvage the sale.

Question 9

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 completely new customers for the company's services, which requires her to actively pursue and persuade potential customers to switch to the company's services. This makes her an order getter, as opposed to an order taker who simply processes orders from existing customers, a missionary salesperson who focuses on promoting the company's values or beliefs, or a technical salesperson who provides technical support and expertise for the product or service.

Question 10

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

Accepted Answer

By listening carefully to questions and comments, and watching reactions during the sales presentation, a salesperson can understand the specific needs of the prospect. This will help the salesperson tailor the presentation to address those needs, which will increase the chances of making a sale. Waiting until after the sale to see how the client is enjoying the product, doing extensive research before the approach, or making a very detailed sales presentation without adjustment may not address the specific needs of the prospect. Using trial closings throughout the presentation can also be effective but not as accurate as listening and watching during the presentation.

Question 11

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 sales technique is known as trial closing, which involves asking the customer to make a decision or give their opinion on the product multiple times throughout the sales pitch. This helps the salesperson uncover any objections or concerns the customer may have and address them in real-time.

Question 12

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 13

Order-getting activities are divided into two categories:

Accepted Answer

The two categories of order-getting activities are current-customer sales (selling to existing customers) and new-business sales (selling to new customers). Option A is incorrect as it divides order-getting activities into missionary sales (where the salesperson tries to convince potential customers of the benefits of a product/service) and technical sales (where the salesperson focuses on the technical aspects of the product/service). Option C is incorrect as it divides order-getting activities into order takers (where the customer initiates the purchase) and trade sales (where the salesperson actively seeks out customers). Option D and E are not valid categories of order-getting activities.

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, as Brian is attempting to gauge Mrs. French's interest in the product by asking a specific question, in this case, about color preferences.

Question 15

A salesperson should try to close the sale

Accepted Answer

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

Question 16

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 17

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

Accepted Answer

The closing stage is when the salesperson directly asks the prospect to buy the product, making it the best choice. The proposal stage involves presenting a solution to the customer's needs, the overcoming objections stage is when the salesperson addresses any objections or concerns the customer may have, the approach stage involves making a good first impression and establishing rapport, and the trial stage involves allowing the customer to try the product before purchasing.

Question 18

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 providing potential buyers with necessary information and recognizing their needs, which is typically done by order getters. Order takers simply take orders from customers and do not actively sell or provide additional information. Missionary, trade, and technical salespeople may also engage in creative selling, but it is not necessarily their primary role.

Question 19

Retail salespeople are classified as

Accepted Answer

Retail salespeople are typically classified as inside order takers, as they work within a physical store and take orders directly from customers who come into the store to purchase goods. They do not typically engage in active selling or relationship-building beyond the immediate transaction.

Question 20

"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.

Quiz 18: Personal Selling and Sales Promotion