Question 1

Digital self service is particularly effective when the customer needs routine information on a recurring basis.

Accepted Answer

The answer of Digital self service is particularly effective when...

Question 2

Moen, a maker of plumbing fixtures, employs a major accounts sales force and gives special attention and support to the firm's largest accounts such as Home Depot and Lowe's.

Accepted Answer

The statement is true as Moen gives special attention and support to its largest accounts such as Home Depot and Lowe's.

Question 3

Using multiple interviews and background checks to select "born salespeople" works so well that it almost guarantees success.

Accepted Answer

The statement makes a bold claim that using multiple interviews and background checks guarantees success in selecting "born salespeople". However, success in sales is not solely determined by innate qualities and can be influenced by various factors such as training, product knowledge, and industry trends. Therefore, it is not a guarantee that using these methods will result in success.

Question 4

Although telephone selling by an inside sales group can save time and money in business markets, it has been declining in recent years.

Accepted Answer

Telephone selling by an inside sales group remains a significant and often growing strategy in business markets due to its cost-effectiveness and efficiency in reaching out to customers directly.

Question 5

Telemarketing can help a firm extend its personal selling efforts to new target markets without investing a lot of time and money.

Accepted Answer

Telemarketing is a cost-effective way to reach new target markets and generate leads without the expenses associated with personal selling such as travel, lodging, and meals.

Question 6

Digital self-service lowers costs.

Accepted Answer

Digital self-service eliminates the need for human agents which can significantly lower costs for businesses. Customers can access information and complete tasks, such as making purchases or resolving inquiries, through self-service channels such as websites, mobile apps, or chatbots, without needing to interact with a human representative. This reduces the need for staff and can lead to cost savings for businesses.

Question 7

It is primarily the sales manager's job to decide what types of information technology tools salespeople need and how they will be used.

Accepted Answer

The answer of It is primarily the sales manager's job...

Question 8

One new way to deliver customer service is to set up online communities where customers help each other with problems.

Accepted Answer

Online communities where customers can share their experiences and help each other with problems is becoming more common as a form of customer service. This approach is known as peer-to-peer support and can often be found on company websites or through social media platforms.

Question 9

It is the sole responsibility of the sales manager to decide what types of tools are needed and how they will be used.

Accepted Answer

While the sales manager has a key role in deciding what tools will be used, it is important to involve input from other members of the sales team and relevant departments to ensure that the chosen tools meet the needs of everyone involved. Collaboration and communication are key to successful tool implementation.

Question 10

Some firms are adopting new software and hardware technologies to get a competitive advantage in personal selling.

Accepted Answer

Many firms are now using advanced software and hardware technologies such as customer relationship management (CRM) software, mobile devices, and tablets to streamline their personal selling process and gain a competitive edge in the market.

Question 11

Toll-free telephone lines are not very practical for getting direct feedback from final consumers.

Accepted Answer

Toll-free telephone lines are practical for getting direct feedback from final consumers as they encourage customers to share their experiences or issues without worrying about the cost of the call, leading to more open and frequent communication.

Question 12

When deciding how many salespeople are needed, the first step is to determine how many sales reps are used by competing companies.

Accepted Answer

The number of salespeople needed should be based on the company's own sales goals and target market, not solely on the number used by competitors.

Question 13

Even though some sales tasks can be handled effectively and economically using technology, a sales rep is still needed to build relationships.

Accepted Answer

While technology may assist in certain sales tasks, building and maintaining personal relationships with clients is crucial for success in sales. A sales rep is necessary for this interpersonal aspect of the job.

Question 14

Digital self-service increases costs.

Accepted Answer

Digital self-service can actually decrease costs for businesses as it reduces the need for human customer service representatives and can lead to more efficient processes.

Question 15

A major accounts sales force is used when a company wants to be certain that its most important customers get a special selling effort.

Accepted Answer

A major accounts sales force is specifically designed to focus on selling to the company's most important customers, often providing a high level of personalized service and attention.

Question 16

Sales managers often divide sales force responsibilities based on the seniority of the salespeople.

Accepted Answer

The answer of Sales managers often divide sales force responsibilities...

Question 17

A company that provides its sales reps with information technology tools should expect that reps will do a better job with administrative tasks but that they will be less effective in their actual sales calls.

Accepted Answer

Providing sales reps with information technology tools should help them become more efficient in both administrative tasks and sales calls. With tools to manage customer data, track performance metrics, and automate routine tasks, sales reps will have more time and energy to focus on developing relationships with customers and closing deals.

Question 18

Because the use of new information technologies can change how well the sales job is done, their use should be left to individual sales reps.

Accepted Answer

The decision to use new information technologies should be made by the organization based on factors such as cost, compatibility with existing systems, and potential benefits to the sales process. It is not solely the responsibility of individual sales reps.

Question 19

Team selling occurs when different people work together on a specific account.

Accepted Answer

Team selling involves multiple people working together to sell to a specific account.

Question 20

The sales manager's decision to use new information technologies has costs as well as benefits.

Accepted Answer

The use of new information technologies may result in costs such as purchasing software or hardware, training employees, and maintaining the systems. However, the benefits may include increased efficiency, productivity, and competitiveness.

Quiz 15: Personal Selling and Customer Service