Question 1

Jeffrey O'Donnell works for a producer of dairy products and knows all about these products. He is responsible for only two very large chain customers. Other sales reps, like Jeffrey, call on other large chains for this producer. They regularly call on the central offices of these big retail chains and encourage them to buy the company's full line. Jeffrey is:

Accepted Answer

Jeffrey is responsible for only two very large chain customers, which makes him a member of his company's major accounts sales force. This type of sales force is typically responsible for managing relationships with the largest and most important customers, which require a high level of attention and expertise.

Question 2

Which of the following statements by a sales manager suggests a problem?

Accepted Answer

A suggests a problem with investing in training for sales reps. B suggests a problem with not having clear job descriptions for hiring. C suggests a problem with not involving others in the hiring process. Therefore, all three statements indicate potential problems.

Question 3

Which of the following about telephone selling by an inside sales group is FALSE?

Accepted Answer

All of the statements are true, therefore none of them are false.

Question 4

A sales rep might use new software for ______________ to provide a competitive advantage:

Accepted Answer

The sales rep might use new software for sales forecasting to predict future sales and plan accordingly, shelf-space management to optimize the placement and availability of their products at the retail locations, customer contact management to keep track of interactions with customers and provide better service and follow-up, and time management to manage their tasks and schedule more efficiently. All of these can provide a competitive advantage to the sales rep in their job.

Question 5

When an AFLAC insurance agent calls a competitor's small-business customers to try to convince them to switch insurance companies, what type of sales activity is this?

Accepted Answer

This is telemarketing, which is the use of telephone sales techniques to sell a product or service to potential customers. The agent is calling potential customers to try to convince them to switch insurance companies, which is a form of telemarketing.

Question 6

When customers have questions about a product they've purchased, or problems using it, they can go online to the company's Web site to search for answers or interact with others with a similar problem. This is an example of:

Accepted Answer

Searching a community support forum is a common way for customers to seek help and solutions for problems they encounter with a product. It allows them to connect with other customers who may have experienced similar issues and find solutions together.

Question 7

All of the following are true of job descriptions except

Accepted Answer

Job descriptions typically provide specific details about the tasks and responsibilities of a position, rather than just listing general tasks.

Question 8

Edward Seaton owns a firm that manufactures custom-made carpets. He has a regular sales force to call on smaller customers and an elite force to call on larger accounts. The elite sales force is called:

Accepted Answer

The question specifically states that the elite sales force is responsible for calling on larger accounts. The term "major accounts sales force" accurately describes this type of sales force. The other options do not fit the description given in the question.

Question 9

A good job description will help a new sales manager see:

Accepted Answer

A good job description should include information about the necessary training for the role, the types of sales tasks that will need to be fulfilled, and the payment structure for salespeople. It will also provide insight into the kind of salespeople that should be selected, making sure they have the skills and experience needed for the job.

Question 10

Selecting "good, well-qualified" salespeople can be aided by:

Accepted Answer

All of the above options can aid in selecting good, well-qualified salespeople. Multiple interviews with executives can provide different perspectives on the candidate, systematic selection procedures can provide consistency and fairness in the selection process, good job descriptions can help clarify the responsibilities and qualifications needed for the position, and background checks can provide important information about the candidate's work history and character.

Question 11

A sales rep might use new software for ______________ to provide a competitive advantage.

Accepted Answer

The use of new software can improve all aspects of a sales rep's job, from predicting future sales (sales forecasting) to analyzing data (spreadsheet analysis) to impressing clients and prospects with dynamic presentations (electronic presentations). Additionally, software can aid in tracking and managing customer contacts, making it easier for sales reps to stay organized and keep up with leads and customers. All of these factors can ultimately give the sales rep a competitive advantage in the marketplace.

Question 12

Which of the following is a good example of a sales technology?

Accepted Answer

All of the options listed are examples of sales technology. Spreadsheet analysis of scanner data can help sales teams identify trends and opportunities for growth. Electronic slide shows can make sales presentations more engaging and visually appealing. Software for shelf space management can help retailers optimize their product placement for maximum sales. Order status information available over the internet can help sales teams and customers stay informed about the progress of their transactions.

Question 13

Carefully set territories

Accepted Answer

Setting territories can reduce confusion about who has responsibility for specific sales tasks, which ultimately leads to better organization and more efficient sales processes. While it may not always reduce travel time or costs, it can help to increase overall productivity and effectiveness in sales roles. The inclusion of metropolitan areas is not a necessary component of carefully set territories.

Question 14

A __________ is a written statement of what a salesperson is expected to do.

Accepted Answer

A job description outlines the responsibilities, duties and tasks required for a particular sales job. It provides a written statement of what a salesperson is expected to do, including their role in the sales process, their target market, and the goals they are expected to achieve.

Question 15

A good job description for a salesperson:

Accepted Answer

A good job description for a salesperson should clearly list the specific tasks and responsibilities that the salesperson is expected to perform. This helps to set clear expectations and boundaries, as well as provide a basis for performance evaluations. A vague job description can lead to confusion and disagreements over responsibilities, while a detailed one can help both the employer and employee to understand what is expected of them.

Question 16

Which of the following statements about telemarketing is False?

Accepted Answer

Customer response to telemarketing can vary greatly between business markets and final consumer markets. Business customers may be more receptive to telemarketing as they are typically more focused on efficiency and cost savings, while consumers may find telemarketing calls intrusive and annoying.

Question 17

New hardware and software available to salespeople:

Accepted Answer

The option that best describes the benefits of new hardware and software available to salespeople is that they may provide a real competitive advantage to a firm if they are used properly. The other options describe limitations or minimal impact. Therefore, choice D is the best answer.

Question 18

A job description for a sales position

Accepted Answer

A job description for a sales position should be detailed enough to list specific tasks to be performed so that candidates understand the responsibilities of the job and the sales manager can assess their suitability for the role. A vague job description makes it difficult to evaluate performance and provide feedback. The job description may be tailored to the particular needs of the company, but it should still be detailed enough to be useful.

Question 19

Allied Corp. has found that an effective salesperson should call on each account about six times a year and spend about two hours per sales call. Every salesperson works a 40-hour week and takes off two weeks for vacation each year. A salesperson must spend half of the time on travel and administration. Approximately how many salespeople does Allied need to service 500 accounts?

Accepted Answer

Each salesperson has 40 hours/week * 50 weeks/year = 2000 hours/year. Half of this time is spent on travel and administration, leaving 1000 hours for sales calls. Each account requires 6 calls/year * 2 hours/call = 12 hours/year. Therefore, one salesperson can handle 1000 hours / 12 hours/account = approximately 83 accounts. To service 500 accounts, Allied needs 500 / 83 ≈ 6 salespeople.

Question 20

It is usually the _________ job, perhaps with help from specialists in technology, to decide what types of sales technology tools are needed and how they will be used.

Accepted Answer

It is typically the sales manager's job to decide what sales technology tools are needed and how they will be used, as they are the ones leading the sales team and responsible for achieving sales objectives. However, they may seek help from specialists in technology to assist in selecting and implementing the tools.

Quiz 15: Personal Selling and Customer Service