Deck 18: Personal Selling and Sales Management

Question 1

The role of sales management creates marketing value for the company by:

A)providing training to salespeople.
B)adding communication skills as a priority.
C)ensuring salespeople have selling skills proficiency.
D)managing sales people who create value for the customer.

Answer 1

D

Question 2

As part of performing their jobs, sales managers will do each of the following EXCEPT:

A)organize the salesforce.
B)evaluate the performance of individual salespeople.
C)set objectives for the salesforce.
D)create follow-up advertising and direct mail literature.

Answer 2

D

Question 3

How does relationship selling create customer value?

A)by expressing periodic concerns about sizes of orders
B)by identifying creative solutions to customer problems
C)by using a common sales promotion for each sales call
D)by providing discounts based on the length of the customer relationship

Answer 3

B

Question 4

Which of the following statements does NOT describe a role personal selling plays in an organization's marketing effort?

A)Salespeople monitor investments in R&D and production facilities.
B)Salespeople play a dominant role in implementing an organization's push marketing strategy.
C)Salespeople match company interests with customer needs to satisfy both parties.
D)Salespeople are the critical link between organizations and their customers.

Question 5

Which of the following statements is NOT an example of personal selling?

A)You purchase a three-year subscription to Martha Stewart Living as the result of a telephone call.
B)You purchase a mountain bike after reading an ad in an outdoor adventure magazine.
C)You purchase an 18-carat gold wristwatch through an interactive computer network.
D)A Tupperware dealer demonstrates the company's products to you and your friends in the comfort of your own home.

Question 6

The face-to-face activity that occurs when you go to a car dealer and speak with a representative is likely:

A)Sales promotion
B)Sales management
C)Transformational selling
D)Personal selling

Question 7

Lindsey Smith's success rests on the following four pillars: (1)a commitment to creating value for clients, (2)seek to serve clients as a trusted consultant, (3)reinforce the company's competitive advantage, and (4)_.

A)provide training and demonstrations
B)regard challenges as opportunities
C)analyze information on the market, customers, and competitors
D)create and execute solutions that enhance relationships

Question 8

Customer value creation occurs through focusing on:

A)relationship selling
B)formula selling
C)conference selling
D)seminar selling

Question 9

Cisco often joins forces with their clients to develop and offer customized IT equipment that meet the needs of that client. This is an example of:

A)partnership selling
B)cross-functional selling
C)channel selling
D)seminar selling

Question 10

Bombardier makes corporate jets and its strategy involves streamlining production activities, maintaining its reputation for quality, and reducing its costs. It has developed the Continental, an airplane assembled from just a dozen large component parts. All parts are supplied by carefully chosen independent companies that share the development costs and market risk with Bombardier as part of being its suppliers. To sell sub-assemblies to Bombardier, the salespeople for its supplier companies used:

A)customer value creation.
B)order processing.
C)relationship selling.
D)order taking.

Question 11

Mail Boxes Etc. (MBE)established a strategic relationship with UPS, whereby UPS took a 10 percent equity position in MBE. The combination of the resources and the expertise of MBE and UPS helped the sale of MBE franchises. The two companies engaged in in which they shared customer, competitive, and company information for each other's mutual benefit and, in turn, to benefit MBE's customers.

A)strategic pairing
B)synergistic marketing
C)creative selling
D)partnership selling

Question 12

Which of the following does NOT describe a situation in which personal selling occurs?

A)a clerk at the jewelry counter
B)a mail-order catalogue featuring homemade candy
C)a telemarketer selling magazine subscriptions
D)a stockbroker using a video teleconference to tell customers about a new retirement plan

Question 13

Salesforce is a tool that can be used in:

A)Relationship marketing
B)Personal selling
C)Sales management
D)Team selling

Question 14

Personal selling serves major role(s)in a firm's overall marketing effort.

A)one
B)two
C)three
D)four

Question 15

John is a salesperson for Ford vehicles in charge of large corporate leased accounts (such as car rental agencies). He stops in to see his contact at Suncor Energy, one of his large corporate accounts, once every two months and often lets his contact test drive a new car for free to keep him interested and develop a strong personal bond. John is likely focused on which aspect of selling?

A)Order processing
B)Customer value creation
C)Order taking
D)Relationship selling

Question 16

Lindsey attributes her success to constantly updating and refining all of the following EXCEPT:

A)health care product knowledge.
B)computer skills proficiency.
C)strategic thinking.
D)analytical and communication skills.

Question 17

Personal selling:

A)occurs when Girl Scouts ask you to buy a box of cookies.
B)is a one-way flow of communication between buyer and seller.
C)occurs when Keith sees an advertisement in Sports Illustrated.
D)occurs when Becca sees a character on Friends eating a Snickers bar.

Question 18

Relationship selling is described by all of the following, except:

A)builds ties to customers based on a salesperson's attention and commitment to customer needs over time.
B)makes customer value creation possible.
C)focuses on creating short-term sales.
D)involves mutual respect and trust among buyers and sellers.

Question 19

Sales management is most accurately defined as the:

A)planning of the selling program and implementing and controlling of the personal selling effort of the firm.
B)allocation of funds for promotion and advertising.
C)recruiting, hiring or firing, and training of a company's salesforce.
D)segmentation and selection of target markets to be addressed by a company's salesforce.

Question 20

Partnership selling is sometimes called:

A)enterprise selling.
B)creative selling.
C)synergistic marketing.
D)strategic pairing.

Question 21

An order getter is a:

A)salesperson who processes routine orders or reorders for products that are presold by the company.
B)salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
C)person on the selling team who is responsible for obtaining qualified leads.
D)salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.

Question 22

Which of the following does NOT have a type of sales job?

A)order getter
B)outside order taker
C)account supervisor
D)salesclerk

Question 23

Who is likely to deliver 10 cases of Diet Pepsi to a Mack's Milk store when they see they are running low?

A)internal order taker
B)external order taker
C)delivery person
D)outside order taker

Question 24

Which role below could also be described as an order getter?

A)automobile salesperson
B)insurance salesperson
C)customer service agent
D)Xerox salesperson

Question 25

On a recent shopping excursion at the local Walmart store, Jim Krause went from aisle to aisle selecting the products he needed. He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pairs of socks.
Interestingly, the only salesperson Krause encountered was the person at the checkout counter. The checkout person at Walmart is an example of a(n):

A)inside order taker.
B)inside order getter.
C)outside order taker.
D)outside order getter.

Question 26

Sony Blu-Ray players come with a 1-800 number for customers to call and receive help setting up their new machine. This is an example of:

A)Inbound telemarketing
B)Outbound videoconferencing
C)Interactive marketing
D)Outbound telemarketing

Question 27

Salespeople called outside order takers visit customers and as retailers and wholesalers.

A)replenish inventory stocks
B)survey the technical problems
C)investigate materials handling procedures
D)identify targets of opportunity

Question 28

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

A)a sales engineer
B)an order taker
C)a missionary salesperson
D)an outside order getter

Question 29

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens, she was using:

A)outbound videoconferencing.
B)inbound telemarketing.
C)outbound telemarketing.
D)interactive marketing.

Question 30

On the television show West Wing, the president called the Butterball hotline to learn how to prepare his Thanksgiving turkey and dressing. The toll-free number that Butterball uses each holiday season to provide information on how to prepare turkey is an example of:

A)inbound telemarketing.
B)outbound videoconferencing.
C)outbound telemarketing.
D)interactive marketing.

Question 31

Many retail clerks are:

A)sales engineers
B)outside order takers
C)inside order takers
D)order getters

Question 32

Which form of personal selling has the lowest requirement for problem solving?

A)missionary salesperson
B)sales engineer
C)order getter
D)order taker

Question 33

A significantly lower cost per sales call (in the range of $20 to $25)and little or no field expense accounts for has widespread appeal.

A)missionary selling
B)sales engineering
C)inbound telemarketing
D)outbound telemarketing

Question 34

While eating dinner you receive a call from someone asking if you need new windows. This is an example of?

A)Cold canvassing
B)Buttonholing
C)Outbound telemarketing
D)Cross-docking

Question 35

Which of the following activities is NOT typically a responsibility of an order taker?

A)answering simple questions
B)replenishing inventory of resellers
C)soliciting new accounts
D)processing of routine orders

Question 36

Frito-Lay salespeople call on supermarkets, neighbourhood grocery stores, and other establishments to ensure that the company's line of snack products is in adequate supply. This illustrates:

A)order taking
B)sales engineering
C)order getting
D)missionary selling

Question 37

Which role is likely to hear the statement: "Hey Stan, it's me at RBC. I need to order another two flats of printer paper, shipped to the normal location. Thanks. Bye."?

A)order getter
B)sales engineer
C)missionary salesperson
D)order taker

Question 38

An order taker is a:

A)person on the selling team who is responsible for obtaining qualified leads.
B)salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
C)salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
D)salesperson who processes routine orders or reorders for products that were already sold by the company.

Question 39

Which of the following statements about order getters is true?

A)Order getters handle orders obtained on inbound telemarketing.
B)Order getters often replenish a retailer's inventories.
C)Order getters typically process reorders for products already sold by the company.
D)Order getters require considerable product knowledge.

Question 40

Two types of order takers exist; visit customers and replenish inventory stocks of resellers, and typically answer simple questions, take orders, and
Complete transactions with customers.

A)missionary salespeople; inside order takers
B)inside order takers; outside order takers
C)salesclerks; telemarketers
D)outside order takers; inside order takers

Question 41

With more purchasing being completed by females, companies are starting to focus on:

A)gender-sensitive training
B)advertising to focus on male purchasers
C)sex-intelligence training
D)advertising to focus on female purchasers

Question 42

DuPont assigned chemists, sales and marketing executives, and regulatory specialists to create an herbicide for corn growers that recorded sales of $57 million in its first year. This type of sales approach is called:

A)personal selling.
B)team selling.
C)adaptive selling.
D)missionary selling.

Question 43

The increasing importance of nurturing long-term and widespread relationships with customers has led many firms to adopt a selling approach, which uses several professionals to make a sale and win a contract. This approach is called:

A)cooperative selling.
B)missionary selling.
C)team selling.
D)account management.

Question 44

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines. TransWave sends an environmental expert, a safety engineer, a legal representative to explain new regulations enacted by the Canadian Office of Pipeline Safety, and an experienced
Pipeline expert when it meets with a prospect. This is an example of how TransWave uses:

A)order getting.
B)sales engineering.
C)need-satisfaction selling.
D)team selling.

Question 45

When specialized knowledge is needed by members of a customer's buying centre, selling companies often rely on:

A)sales engineering.
B)order getting.
C)team selling.
D)need-satisfaction selling.

Question 46

Marilyn called the Butterball hotline to learn how to prepare her Thanksgiving turkey and dressing. The toll-free number that Butterball uses each holiday season to provide information on how to prepare turkey is an example of _.

A)inbound telemarketing
B)multichannel selling
C)outbound telemarketing
D)interactive marketing

Question 47

Missionary salespeople are:

A)salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services.
B)salespeople who process routine orders for products that are presold by the company.
C)sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.
D)salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer's use of the product or service.

Question 48

Bell Canada sends several employees to meet with one of their largest potential clients to discuss their current problems and the opportunities of switching to Bell. Bell is using which approach?

A)Team selling
B)Outbound telemarketing
C)Conference selling
D)Seminar selling

Question 49

Which sales strategy is likely to be used to inform physicians at their clinics to recommend a new form of antibiotic for viruses?

A)Outside order getters
B)Sales engineers
C)Missionary salespeople
D)Inside order takers

Question 50

Two types of team selling are:

A)cross-functional teams and cross-hierarchical teams.
B)conference selling and seminar selling.
C)augmented selling and integrated selling.
D)enterprise partnerships and strategic alliances.

Question 51

A sales engineer is a(n):

A)salesperson who processes routine orders or reorders for products that are presold by the company.
B)salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer's use of a product or service.
C)person on the selling team who is responsible for supervising his or her company's R&D expenditures.
D)salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services.

Question 52

Outside order-getting salespeople tend to spend most of their time each week performing which activity?

A)travelling
B)selling by phone
C)servicing accounts
D)administrative tasks

Question 53

Safety expert Larry Shipiner works for TransWave International, a company that markets patented electronic sensors as an early warning device for locating potential
Problems with buried pipelines. Shipiner discusses pipeline safety issues with gas, oil, and water companies and explains new federal regulations on pipeline maintenance.
He determines what potential safety problems exist, but he does not solicit orders - that is done by a sales team that designs a warning system to meet the specifications of the buyer. Shipiner is an example of a(n):

A)inside order taker.
B)sales support tech.
C)sales engineer.
D)sales manager.

Question 54

Which type of sales support personnel concentrate on performing promotional activities but generally do not solicit actual sales orders?

A)outside order getters
B)missionary salespeople
C)sales engineers
D)inside order getters

Question 55

Irene Adler works as a salesperson for a pharmaceutical company. Adler's primary responsibilities are to contact physicians and convince them they should prescribe her company's pharmaceutical products. Although Adler is part of her company's salesforce, she does not directly solicit orders. Adler is what type of salesperson?

A)a missionary salesperson
B)an inside order taker
C)a sales engineer
D)an outside order getter

Question 56

Team selling would most likely be used when a company is selling a:

A)dining room table.
B)numerically-controlled milling machine.
C)washing machine.
D)four-wheel drive sports utility vehicle (SUV).

Question 57

As a result of implementing Access, Toyota Canada's gender intelligent salesperson training program, both have increased.

A)market share and customer satisfaction
B)customer confusion and customer questions
C)market share and customer confusion
D)customer satisfaction and customer questions

Question 58

Seminar selling is a method of personal selling in which:

A)salespeople and other company resource people meet with buyers to discuss problems and opportunities.
B)a group of the organization's resource people conducts a product demonstration and training seminar for all major customers.
C)a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments.
D)the company invests time in the 80 percent of its customers that make up 20 percent of its sales to try to increase its market share.

Question 59

FloNetwork, Inc. is a company that has developed automation solutions for electronic marketing. Its software is able to handle all aspects of permission marketing-based campaigns from list generation and e-mail deployment to real-time tracking and
In-depth analysis. To sell its system, the company conducts educational programs
Targeted to the technical staff in a prospective customer's information technology (IT)department. In this situation, FloNetworks uses:

A)trial close selling.
B)conference selling.
C)seminar selling.
D)sales managed selling.

Question 60

After securing a customer contact for a new IT router product, Mike, the salesperson, passes along her name to Michelle, who discusses technical details with the customer contact to understand what exactly is needed. Michelle is likely a(n):

A)missionary salesperson
B)order getter
C)sales engineer
D)order taker

Question 61

Which of the following statements describes the major difference between a prospect and a qualified prospect?

A)Qualified prospects have not only the need or desire for your product, but they have the ability and authority to purchase it; prospects are missing either ability, or the authority to purchase.
B)Prospects are more likely than qualified prospects to become customers.
C)There are far more qualified prospects than prospects.
D)During the sales presentation, prospects are more likely to raise objections than qualified prospects.

Question 62

At which stage in the personal selling process would the salesperson obtain further information on the prospect and decide on the best method of approach?

A)prospecting
B)approach
C)presentation
D)preapproac h

Question 63

Identifying the prospect's role in the buying center would be typically done at the ________ stage of the personal selling process.

A)prospecting
B)presentation
C)approach
D)preapproac h

Question 64

At which stage would a salesperson learn if her prospect liked to talk about sports before getting down to business or preferred to waste no time with idle chatter?

A)approach
B)preapproac h
C)prospecting
D)presentation

Question 65

Nancy knows that Jim likes to talk about hockey and his favourite team is the New York Islanders. Prior to their meeting today, Nancy checks the boxscore of the Islanders game last night and reads a few articles discussing the game. She starts her meeting with Jim asking him if he watched the game in order to gain his attention and stimulate interest in speaking further. This is likely to occur at which stage?

A)approach
B)qualifying
C)prospecting
D)preapproac h

Question 66

Which stage has the following objectives: gain the prospect's attention, stimulate interest, and build the foundation for the sales presentation itself and the basis for a working relationship?

A)prospecting
B)close
C)preapproac h
D)approach

Question 67

During the prospecting stage of personal selling, a salesperson might be encouraged to do all of the following EXCEPT:

A)try to find out the customers' important buying criteria.
B)use cold canvassing approach.
C)develop a better set of qualifying criteria.
D)look for more lead-generating sources.

Question 68

CitiBank pays to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how a person can apply for a credit card. CitiBank is engaging in:

A)order taking.
B)cold-canvassing.
C)prospecting.
D)sales follow-up.

Question 69

At which stage is Twitter likely to be used during the personal selling process?

A)prospecting
B)preapproach
C)initial canvassing
D)introduction

Question 70

At which stage in the personal selling process will a salesperson likely search a list titled: "Top paper using companies in Canada, 2014."?

A)preapproach
B)prospecting
C)introduction
D)initial canvassing

Question 71

Salespeople should focus their time on selling products to:

A)opinion leaders
B)leads
C)qualified prospects
D)prospects

Question 72

Stephen is meeting with a potential wholesale diamond buyer. He picks up his newly dry cleaned suit, and stops by the barber for a shave and haircut. Stephen is likely getting ready for which stage?

A)presentation
B)preapproac h
C)prospecting
D)approach

Question 73

Alvin Whitaker has just been hired by Snapple, a New York-based marketer of flavoured beverages. The firm wants Whitaker to call on supermarkets, gas stations, convenience stores, and other grocery-type outlets in the Toronto area where
Consumers purchase point-of-sale beverages. Included in his job description are the
Following responsibilities: (1)stock and arrange point-of-purchase displays of present customers - 60 percent of his work week; and (2)receive orders from customers and complete the transactions - 40 percent of his work week. What form of personal selling is Whitaker engaged in?

A)order getting
B)inside order taking
C)outside order taking
D)relationship selling

Question 74

What would occur at the preapproach stage in an industrial selling situation?

A)The order getter would make initial contact with the order taker.
B)The initial meeting would occur and business would be discussed.
C)The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determined.
D)The search for and qualification of prospects.

Question 75

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Alice is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure
The potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are qualified prospects?

A)Qualified prospects have the money to buy display advertising in the paper.
B)Qualified prospects have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision.
C)Qualified prospects have an interest in buying display advertising in the paper.
D)Qualified prospects have the authority to make the decision to buy the advertising.

Question 76

During the prospecting stage of the personal selling process, salespeople will deal with:

A)leads, qualified prospects, and competitors' salespeople.
B)leads, prospects, and clients.
C)leads, prospects, and qualified prospects.
D)leads, prospects, and customers.

Question 77

Louisa wanted to make some extra money, so she went door-to-door in her neighborhood asking people if they had any small jobs that they could hire her to perform. Louisa had no idea of whether anyone had any jobs for her, and she picked the doors she knocked on randomly. In terms of the selling process, Louisa was
Engaged in ______ when she knocked on a door.

A)closing
B)the preapproach
C)stimulus response selling
D)cold canvassing

Question 78

All of the following statements about cold canvassing are true, except:

A)The Canadian government has attempted to closely regulate cold canvassing.
B)Cold calling is frowned upon in most Asian and Latin American societies.
C)The refusal rate is high, but this approach can be successful.
D)Most Canadian consumers consider cold canvassing a welcome disruption.

Question 79

In the personal selling process, a telemarketer who calls and asks the head of the household, "If you were to die tomorrow, would your family be cared for?" is engaged in:

A)prospecting.
B)closing the sale.
C)order taking.
D)stimulus-response selling.

Question 80

Which process consists of the following six stages: prospecting, preapproach, approach, presentation, close, and follow-up?

A)The strategic marketing process
B)The consumer purchase decision process
C)The personal selling process
D)The product marketing process