Deck 1: The Field of Sales Force Management

Question 1

Today,buyers purchase more from foreign suppliers than they have in the past.

Answer 1

True

Question 2

Organizational buyers are now using more sources of supply than they did in earlier years.

Answer 2

False

Question 3

The Internet is replacing salespeople.

Answer 3

False

Question 4

Salespeople most commonly sell products that are pure goods (i.e. ,with no service component).

Question 5

In transaction selling,sales organizations price for profit and concentrate on a select number of accounts.

Question 6

A sales manager is first and foremost a manager - an administrator - and management is a distinct skill.

Question 7

Because of the emphasis on product quality in today's business environment,the public ordinarily judges a company by its factory or office workers.

Question 8

Key account sellers tend to use transaction selling as opposed to relationship selling.

Question 9

Producers may engage in outside selling when they sell to household consumers.

Question 10

Relationship selling focuses on getting new accounts.

Question 11

Most sales jobs are extremely similar in their scope of activities and responsibilities.

Question 12

Many salespeople use the Internet to help generate leads.

Question 13

Today in many organizations,the salespeople serve as territorial profit managers.

Question 14

Most outside sales forces belong to producers or wholesaling middlemen who sell to business users rather than to household consumers.

Question 15

Management is a distinct skill,and it cannot be learned.

Question 16

Relationship marketing or selling focuses on cutting prices to gain the sale.

Question 17

Outside sales forces are in business-to-business sales,but not business-to-consumer sales.

Question 18

Intangible services typically require less creative selling than tangible goods.

Question 19

The text defined sales management as the management of the personal selling component of an organization's marketing program.

Question 20

A missionary salesperson's primary job is to be an order-taker.

Question 21

The Internet is used by salespeople for:

A)Prospecting
B)Product development
C)Placing orders
D)Competitive reporting
E)All of these

Question 22

Value added components are:

A)Sales promotion giveaways.
B)Things such as service which enhance the product.
C)Parts or equipment that are added to the product.
D)Usually include only insurance and delivery.
E)None of these are value added components.

Question 23

Personal selling today is quite different from what it was years ago in that involves significantly more joke-telling by the salespeople.

Question 24

Salespeople have very little role ambiguity.

Question 25

The number of female and minority salespeople is likely to increase in the 2000s over the level of the 1990s.

Question 26

Consultative salespeople:

A)focus generating new accounts.
B)are creative,problem-solvers.
C)are a type of sales support salesperson.
D)seldom take orders.
E)All of these.

Question 27

An excellent salesperson will not always make a successful sales manager.

Question 28

Whether selling at home or abroad,an international perspective is likely to be very important for sales managers in the 2000s.

Question 29

Today,for most companies,the number of competitors has ______,while the number of suppliers has ______.

A)Increased,increased.
B)Decreased,decreased.
C)Increased,decreased.
D)Decreased,increased.
E)None of these.

Question 30

Several executive levels typically are involved in sales force management,but the title of sales manager usually is applied to only a couple of these levels.

Question 31

Branch manager positions often are eliminated if the firm adopts a team selling approach.

Question 32

When a strong buyer's market exists in the United States,the role of personal selling and sales management in an organization becomes less important.

Question 33

Many organizations are becoming flatter,and thus have eliminated levels of management.

Question 34

CRM is an acronym that stands for Customer Risk Management.

Question 35

Salespeople have large role sets.

Question 36

The cost of managing and operating a sales force in most firms is a major cost of marketing second only to the cost of advertising.

Question 37

Because the topic of business ethics is such a difficult one to manage,it is better if sales executives do not get involved in this complex subject.

Question 38

The primary responsibility of delivery sellers is to ensure that their products are getting as much shelf space and promotional attention as possible.

Question 39

Increasingly,sales organizations rely on their own top-level executives to sell.

Question 40

The cost of managing and operating a sales force in most firms is a major cost of marketing,and tends to be much more than the cost of advertising.

Question 41

Salespeople often feel caught in the middle between the contradictory demands of the people they must satisfy.This is known as:

A)Role ambiguity
B)Role conflict
C)Role rejection
D)Role clarity
E)Role representation

Question 42

The promotional mix in a firm is least likely to include decisions relating to:

A)Sales promotion.
B)Pricing determination.
C)Personal selling activities.
D)Advertising.
E)Managing a sales force.

Question 43

When a student goes to the college book store to buy a sweatshirt,the type of selling involved in the situation is called:

A)Telemarketing.
B)Across-the-counter selling.
C)Outside selling.
D)Inside/outside selling.
E)Going-to-the-customer selling.

Question 44

A salesperson whose main job is to deliver a product to retailers or household consumers - Pepsi Cola,fuel oil,milk,for example - ordinarily is classified as a:

A)Consultative salesperson.
B)Delivery seller.
C)Key account seller.
D)Missionary sales rep.
E)Sales engineer.

Question 45

Sales executives are often responsible for:

A)Selecting a sales force.
B)Strategic planning,forecasting,sales and cost analysis.
C)Sales force motivation and territory design.
D)A and C only.
E)All of these.

Question 46

Sales jobs differ from other jobs because:

A)Salespeople do not spend company funds.
B)Salespeople have small role sets.
C)Salespeople have greater role ambiguity.
D)Salespeople have a lot of supervision.
E)Salespeople do not represent the customer.

Question 47

Which of the following best describes the scope and focus of the textbook used in this course?

A)Management of a company's promotion mix.
B)Management of all personal selling activities.
C)Management of a manufacturer's sales force.
D)Management of an outside sales force.
E)Management of a retailer's sales force.

Question 48

Most commonly,sales executives play a key role in all of the following,EXCEPT:

A)Selecting a sales force.
B)Strategic planning for the organization.
C)Forecasting sales force motivation and territory design.
D)Selecting the product's distribution channel.
E)Motivating salespeople.

Question 49

Which of the following is the best example of selling for the purpose of incorporation:

A)Avon selling lipstick to women consumers.
B)Maintenance company selling snow plowing service to Wal Mart.
C)Xerox selling a photocopier to Eli Lilly Pharmaceuticals.
D)Goodyear selling tires to Tire America.
E)Owens Illinois selling custom-fit windshields to Ford for its Mustang.

Question 50

Relationship selling is:

A)Building long term telemarketing associations.
B)The sole responsibility of the sales manager.
C)Building long term associations with a select number of carefully chosen accounts.
D)Building short term associations with a large number of accounts.
E)Reminiscent of the back-slapping,joke-telling salesman of days gone by.

Question 51

All of the following are common responsibilities of today's sales managers,EXCEPT:

A)hiring and training.
B)territory design.
C)forecasting and budgeting.
D)performance evaluation.
E)product design.

Question 52

Reps are not supervised very closely,so they:

A)experience conflict
B)experience role ambiguity.
C)have large role sets.
D)frequently face rejection.
E)are authorized to spend company funds.

Question 53

Our definition of an outside sales force includes all of the following,EXCEPT:

A)Firestone salespeople selling tires to Ford.
B)State Farm agents selling life insurance to consumers.
C)Salespeople selling culinary knives door-to-door.
D)Telemarketers selling mortgages to home owners.
E)Sal-Mart clerk selling MP3 player to consumer.

Question 54

Which of the following is the best example of a missionary salesperson?

A)Person whose main job is to contact customers by telephone,fax machine,or computer.
B)Pharmaceutical rep calling on doctors.
C)Rep for a sporting goods wholesaler who calls on sporting goods stores.
D)Travel agent that arranges and conducts tours,including driving the tour bus.
E)Rep who delivers cases of Coca-Cola from bottler to local stores.

Question 55

A company's marketing mix ordinarily does not include its:

A)Suppliers.
B)Advertising program.
C)Sales force management.
D)Pricing policies.
E)Product assortment.

Question 56

According to the textbook,which of the following does not represent features of a sales job?

A)The authorization to spend company funds.
B)Representing customers to their companies.
C)Implementation of a firm's marketing strategies in the field.
D)A and B only.
E)None of these.

Question 57

The new type of salesperson that has emerged in recent years is a professional salesperson who is essentially a(n):

A)Order-taker.
B)Manipulative seller.
C)Backslapping,joke-teller.
D)Marketing consultant.
E)All of these.

Question 58

According to the textbook,which of the following represents features of a sales job?

A)The authorization to spend company funds.
B)Representing customers to their companies.
C)Implementation of a firm's marketing strategies in the field.
D)All of these.
E)A and B only.

Question 59

As defined in the text,outside selling does not include:

A)Selling recordable DVDs to students in an office supplies store.
B)A selling team from Simmons Mattress Company makes a sales presentation to a buying team in Marriott Hotel's home office.
C)A sales rep for a Chicago hardware wholesaler calls on hardware stores in northern Illinois.
D)An Allstate insurance sales rep calls on a newly-married couple to sell them auto and life insurance.
E)A Xerox salesperson calls on United Airlines to sell them on the idea of installing small copy machines for passengers' use on United's flights.

Question 60

An element of a company's marketing mix that is not part of its communications mix is:

A)Distribution.
B)Advertising.
C)Sales promotion.
D)Personal selling.
E)Publicity.

Question 61

Which of the following best describes the new breed of professional salesperson?

A)a professional salesperson who is also a marketing consultant.
B)cigar-smoking,backslapping,joke-telling salesperson.
C)a highly motivated,manipulative sales rep.
D)an order-taking,maintenance salesperson.
E)an order-getting,cold-calling salesperson focused on new accounts.

Question 62

Which of the following is true about U.S.organizations:

A)The market for many of their products has reached the saturation point.
B)They face increasing competition from foreign firms.
C)They face a general trend of the elimination of trade barriers between countries.
D)Many of them earn the majority of their revenues outside the U.S.
E)All of these.

Question 63

According to a recent survey,about ____________ of all organizations have already deployed or are in the processing of implementing a customer relationship management (CRM)program.

A)10%
B)33%
C)50%
D)67%
E)90%

Question 64

Which of the following is an incorrect statement regarding the new dimensions of sales management and personal selling?

A)There is a significant increase in the number of women going into industrial selling.
B)Customers are becoming increasingly demanding.
C)Territorial profit responsibility is moving from the salesperson to top management.
D)Computer technology has a considerable impact on many areas of sales force management.
E)All of these are correct.

Question 65

The sales job is different from other types of jobs in that normally a salesperson:

A)Receives more direct supervision than do other workers.
B)Requires more social intelligence than other employees on the same level in the organization.
C)Requires less motivation.
D)Works shorter hours than most other employees.
E)Is under less psychological pressure than most other employees.

Question 66

In contrast to office or factory jobs,people in sales jobs are more likely to:

A)Represent their company to customers and to society in general.
B)Work under close supervision.
C)Be authorized to spend company money.
D)All of these are correct.
E)Only two of A-B-C are correct.

Question 67

The job of a missionary salesperson might involve:

A)Technical selling as in a sales engineer's job.
B)Such activities as setting up promotional displays and working with retailers' or wholesalers' sales forces,but not soliciting orders.
C)A high level of creative selling.
D)A considerable amount of order taking.
E)None of these.

Question 68

When selecting salespeople to promote to sales management,all of the following are important qualities to look for,EXCEPT:

A)A willingness to share information
B)Structured work habits
C)Skill at selling internally
D)Ego that is not overinflated.
E)An individualistic,"lone wolf" mentality.

Question 69

Today,to be successful as a sales manager,_________ skills are more important than ________________ skills.

A)analytical;technology
B)evaluative;people
C)people;analytical
D)technology;people
E)evaluative;analytical

Question 70

In the text book's classification of types of sales jobs,the one involving the most complex problem solving is likely to be:

A)Consultative sellers.
B)New business sellers.
C)Sales support salespeople.
D)Delivery sellers.
E)Order takers.

Question 71

Which of the following types of sales jobs are maintenance salespeople that facilitate sales to consumers or business accounts that have already been established?

A)New business seller.
B)Consultative seller.
C)Inside order-taker.
D)Delivery sellers.
E)Key account sellers.

Question 72

A useful generalization regarding the concept of administration is that:

A)Management is an inherent trait;that is,it rarely can be learned.
B)Administration is a distinct skill,separated from technical ability in a given field.
C)Good managers are born,not made.
D)To be a good manager of a given activity,you have to be technically skilled in that activity.
E)The job of a sales executive usually is that of a manager,not an administrator.

Question 73

The fact that a person is an outstanding sales representative does not necessarily mean that he or she would make a good sales manager because:

A)Most sales executives come from non-selling backgrounds.
B)Salespeople have no experience in planning.
C)Personality traits needed to be a good salesperson are totally different from those needed to be a good manager.
D)The art of administration is a distinct skill,separate from technical ability.
E)The original statement is false;that is,the best salespeople actually make the best managers.

Question 74

Which of the following terms best describes the new breed of professional salesperson?

A)Missionary sales rep.
B)Sales engineer.
C)Territorial marketing manager.
D)A rep who services his or her customers.
E)Consultative sales rep.

Question 75

Which of the following is an incorrect statement regarding the new dimensions of sales management and personal selling?

A)There is a significant increase in the number of women going into industrial selling.
B)There is a growing expertise among purchasing agents.
C)There is a trend away from assigning territorial profit responsibility to individual salespeople.
D)Computer technology has a considerable impact on many areas of sales force management.
E)All of these are correct.

Question 76

The sales job is unique in that:

A)Salespeople require no supervision.
B)Salespeople are entirely self-motivated.
C)Salespeople have especially small role sets.
D)Salespeople often feel caught in the middle between conflicting demands.
E)Salespeople work fewer hours per week than most other occupations.

Question 77

The __________ focuses on prospecting for customers and generating new accounts.The customer might then be turned over to ______________.(fill in the blanks).

A)consultative seller;key account seller
B)key account seller;sales support
C)new business seller;sales support
D)new business seller;order taker
E)key account seller;delivery seller

Question 78

Excellent salespeople may not make good sales managers because:

A)Some of the traits and skills needed to be a good sales rep are different from those needed to be a successful manager.
B)Top salespeople,when promoted to management,always expect too much from the people working under them.
C)Salespeople don't respect a boss who has had no previous managerial experience.
D)As a manager,the former sales rep does not spend enough time in the field working with the sales force.
E)None of these is correct.

Question 79

Which of the following types of jobs is an order-getter?

A)Xerox rep selling an office-copier system to United Airlines.
B)Pepsi-Cola delivery seller with a route in Birmingham,Alabama.
C)Sales engineer for Boeing Airplane Company.
D)Missionary sales rep for Lilly pharmaceuticals,calling on physicians.
E)Retail sales clerk in a department store.

Question 80

Today,the most successful sales managers are seen as _________________ rather than ______________ .

A)directors;team leaders
B)controllers;bosses
C)team leaders;bosses
D)bosses;directors
E)team leaders;collaborators