Deck 18: Personal Selling and Sales Management

Question 1

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

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

Answer 1

D

Question 2

Sales management is most accurately defined as the:

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

Answer 2

C

Question 3

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

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

Answer 3

C

Question 4

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

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

Question 5

Salesforce is a tool that can be used in:

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

Question 6

Linda attributes her success to:

A)having a great product
B)working for a well-known company
C)using technology to sell
D)really understanding her customer's needs

Question 7

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

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

Question 8

Personal selling:

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

Question 9

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

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

Question 10

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)Order taking
C)Customer value creation
D)Relationship selling

Question 11

Customer value creation occurs through focusing on:

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

Question 12

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

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

Question 13

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

Question 14

Linda Hatherly is a Senior Learning Solutions Consultant for McGraw-Hill Ryerson.She sells textbooks to professors and instructors of post-secondary institutions.When it comes to her job,Linda does all of the following except:

A)gather and analyze information on the market, customers, and competitors
B)create and execute solutions that enhance relationships with existing and potential customers
C)provide training and demonstrations
D)tells professors which books they should be using for their courses.

Question 15

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

Question 16

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

Question 17

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

Question 18

Partnership selling is sometimes called:

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

Question 19

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

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

Question 20

How does relationship selling create customer value?

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

Question 21

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

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

Question 22

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 telemarketing
C)Outbound videoconferencing
D)Interactive marketing

Question 23

Inside order takers are also called:

A)managers.
B)directors.
C)missionaries.
D)salesclerks.

Question 24

Salespeople called outside order takers visit customers and __________ of resellers,such as retailers and wholesalers.

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

Question 25

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)order getting
C)missionary selling
D)sales engineering

Question 26

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

Question 27

Which of the following statements about order getters is true?

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

Question 28

An order taker is a:

A)salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
B)salesperson who processes routine orders or reorders for products that were already sold by the company.
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)person on the selling team who is responsible for obtaining qualified leads.

Question 29

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)inbound telemarketing
C)outbound telemarketing
D)sales engineering

Question 30

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

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

Question 31

Many retail clerks are:

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

Question 32

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

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

Question 33

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

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

Question 34

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

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

Question 35

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 telemarketing.
C)outbound videoconferencing.
D)interactive marketing.

Question 36

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

Question 37

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

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

Question 38

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

Question 39

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

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

Question 40

An order getter is a:

A)salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services.
B)salesperson who processes routine orders or reorders for products that are presold by the company.
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)person on the selling team who is responsible for obtaining qualified leads.

Question 41

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

Question 42

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

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

Question 43

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)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.
D)sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.

Question 44

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)seminar selling.
C)conference selling.
D)sales managed selling.

Question 45

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

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

Question 46

Rona is a major client for DeWalt Power Tools.DeWalt usually has 'at least five people' supporting the Rona account.Dewalt is using which approach?

A)Cooperative selling
B)Missionary sales
C)Sales engineering
D)Team selling

Question 47

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

Question 48

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

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

Question 49

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

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

Question 50

Two types of team selling are:

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

Question 51

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

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

Question 52

A sales engineer is a(n):

A)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.
B)salesperson who processes routine orders or reorders for products that are presold by the company.
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)person on the selling team who is responsible for supervising his or her company's R&D expenditures.

Question 53

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

Question 54

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

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

Question 55

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

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

Question 56

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)team selling.
C)missionary selling.
D)account management.

Question 57

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

Question 58

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

Question 59

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

Question 60

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

Question 61

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

Question 62

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

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)preapproach
C)approach
D)presentation

Question 64

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

A)Prospects are more likely than qualified prospects to become customers.
B)During the sales presentation, prospects are more likely to raise objections than qualified prospects.
C)There are far more qualified prospects than prospects.
D)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.

Question 65

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)prospecting
B)preapproach
C)approach
D)presentation

Question 66

Seminar selling is a method of personal selling in which:

A)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.
B)a group of the organization's resource people conducts a product demonstration and training seminar for all major customers.
C)salespeople and other company resource people meet with buyers to discuss problems and opportunities.
D)a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments.

Question 67

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)preapproach
C)approach
D)close

Question 68

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

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

Question 69

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

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

Question 70

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

Question 71

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)prospecting
B)preapproach
C)approach
D)qualifying

Question 72

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

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

Question 73

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)preapproach
C)approach
D)presentation

Question 74

Salespeople should focus their time on selling products to:

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

Question 75

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

Question 76

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

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

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

Question 78

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

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

Question 79

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

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

Question 80

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 search for and qualification of prospects.
C)The initial meeting would occur and business would be discussed.
D)The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determineD.