Question 1

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

Accepted Answer

Size of sales force depends on the workload. A manager must estimate how much work can be done by one person in some time period. The manager can then make an educated guess about how many people are required in total.

Question 2

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

Accepted Answer

Some sales tasks that have traditionally been handled by a person can now be handled effectively and at lower cost by an e-commerce system or other technology. However, in important selling situations, a salesperson is needed to create and build relationships.

Question 3

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

Accepted Answer

Often companies organize selling tasks on the basis of a sales territory, i.e. a geographic area that is the responsibility of one salesperson or several working together.

Question 4

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

Accepted Answer

Emphasis on standardized e-commerce is particularly effective when the customer needs routine information on a recurring basis.

Question 5

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

Information technology gives sales reps new ways to meet customers' needs while achieving the objectives of their jobs.

Question 6

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

Accepted Answer

Many firms use toll-free incoming telephone lines to make it convenient for customers to call the inside sales force for assistance or to place an order. It also provides a way for the producer to get direct feedback from customers and find solutions to potential problems.

Question 7

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

Accepted Answer

Team selling is when different people work together on a specific account where different specialists handle different parts of the job.

Question 8

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

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

Question 9

Telephone selling (telemarketing) to consumers is still extremely popular despite the National Do Not Call Registry.

Accepted Answer

The National Do Not Call Registry in the United States and similar laws in other countries have largely eliminated telemarketing to consumers.

Question 10

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

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

Question 11

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

Accepted Answer

Information technology gives sales reps new ways to meet customers' needs while achieving the objectives of their jobs. On the other hand, these tools have costs. There is an obvious expense of buying the technology and also the training cost of keeping everyone up-to-date.

Question 12

Digital self-service increases costs.

Accepted Answer

Digital self-service lowers cost.

Question 13

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 is business markets is still very popular and can supplement a good website. Many firms use toll-free incoming telephone lines to make it convenient for customers to call the inside sales force.

Question 14

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

Very large customers often require special sales efforts and relationships with them are treated differently. A major accounts sales force sells directly to large accounts.

Question 15

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

Accepted Answer

Telephone selling is also used to extend personal selling efforts to new target markets or increase the frequency of contact with current customers.

Question 16

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

Accepted Answer

Sales reps employ an array of software and hardware such as software for CRM, spreadsheet sales analysis, digital presentations, wireless Internet, PDAs, and videoconferencing to gain a competitive advantage.

Question 17

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

Accepted Answer

Some firms set up online communities where customers help each other with problems. The searchable communities make it easy to find someone else who has experienced the same problem and see how it was fixed.

Question 18

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

Very large customers often require special sales efforts and relationships with them are treated differently. A major accounts sales force sells directly to large accounts.

Question 19

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

Use of new information technology is not a matter best left to the sales reps. These tools change how well the job is done and may be necessary to compete effectively.

Question 20

Digital self-service lowers costs.

Accepted Answer

Digital self-service lowers cost. This is the role of ATMs for banks. If the customer needs money at an airport in the middle of the night, the ATM provides better support than the customer could get with a real person at the bank.

Quiz 14: Personal Selling and Customer Service

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

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

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

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

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.

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

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

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

Telephone selling (telemarketing) to consumers is still extremely popular despite the National Do Not Call Registry.

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

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

Digital self-service increases costs.

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

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

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

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

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

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.

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.

Digital self-service lowers costs.