Deck 17: Hospitality Distribution Systems

Question 1

Direct mail and telemarketing may be used as part of the prospecting process.

Answer 1

True

Question 2

Successful selling to prospects is about short term relationships between sellers and qualified buyers.

Answer 2

False

Question 3

Prospecting is the term used for finding new customers or repositioning to attract current users.

Answer 3

False

Question 4

Telemarketing is phoning the prospects in order to generate and qualify sales leads.

Question 5

It is important for the salesperson to understand the subtle difference between an opportunity and a need.

Question 6

A salesperson could create skepticism or misunderstanding by introducing a "proof source."

Question 7

Personal selling can reduce risk and is effective in getting customers to close the deal and sign the contract.

Question 8

Customers buy features, not benefits.

Question 9

The sales approach has evolved little over the years in the hospitality industry and involves cold calling and leaving brochures.

Question 10

Probing is separated into two categories: 1) open probes that encourage a customer to speak freely and elaborate, and 2) closed probes that involve a "yes" or "no" answer or a limited range of answers.

Question 11

Personal selling is used in every organization.

Question 12

Qualifying prospects is one step in the personal sales process.

Question 13

The sales process has evolved to where good sales people are good cold callers.

Question 14

Salespeople need to be consistently motivated to be effective.

Question 15

A feature of a product or service can be tangible or intangible.

Question 16

When the final cost of a purchase is fixed and not negotiated, personal selling would be most appropriate.

Question 17

A sales action plan widens the marketing plan and details tasks for each salesperson to execute.

Question 18

Prospecting is usually easier than calling on existing customers because new customers have a clean slate to begin the image formation process.

Question 19

The skills necessary to manage the selling process are different than the skills needed to sell.

Question 20

All salespeople should develop a code of ethics, both personally through the company.

Question 21

Which best describes an account management system?

A) The account management system balances the resources of the sales team with the profile of the customer base
B) The account management system balances the resources of the sales team without the profile of the customer base
C) The account management system separates the resources of the sales team with the profile of the customer base
D) The account management system controls the resources of the sales team without the profile of the customer base

Question 22

Elements of the sales equation include all of the following except:

A) Past customers
B) Potential revenue
C) New customers
D) Goals

Question 23

The foundation of the account management system is:

A) Positioning
B) The new accounts
C) The mature property accounts
D) The sales equation

Question 24

is the process of finding qualified customers.

A) Prospecting
B) Searching
C) Processing
D) Examining

Question 25

Probing comes in two forms, open probes and .

A) Spaced probes
B) Semi probes
C) Large probes
D) Closed probes

Question 26

What is another name for product line management?

A) Two stop shopping
B) One stop shopping
C) Probing management
D) Skeptical management

Question 27

Salespeople are usually organized by all of the following except:

A) Market event type
B) Account revenue spending
C) National accounts
D) Product line
E) Geographic territory

Question 28

Unethical practices in personal selling include:

A) Use of company assets for personal benefit
B) Inappropriate gift- giving
C) Use of high pressure sales tactics
D) Conflict- of- interest situations
E) All of the above

Question 29

The narrows the broader vision of the marketing plan and assigns detailed tasks to the sales manager.

A) Sales action plan
B) Executive plan
C) Corporate action
D) Marketing plan of action

Question 30

Which is not a step the sales process?

A) Prospecting
B) Follow- up
C) Qualifying prospect
D) Cold calling

Question 31

Most hotel sales offices are structured to sell to:

A) The catering product
B) The individual traveler
C) The group product
D) Both A & B
E) All of the above

Question 32

Which of the following is not a common attitude encountered on a sales call?

A) Misunderstanding
B) Anger
C) Indifference
D) Objection
E) Skepticism

Question 33

The sales process now relies on the sales staff to be:

A) Good telemarketers
B) Good cold callers
C) Good problem solvers
D) Good merchandisers

Question 34

According to the text, development of sales personnel:

A) is critical to the success of the sales organization
B) has little to do with ethics
C) needs to include consistent motivation to be effective
D) Both A & C

Question 35

What is the main reason for high turnover rate?

A) Move down and in philosophy
B) Move in and out philosophy
C) Move up and out philosophy
D) Move up and down philosophy

Question 36

How long does a mature property have in order to be considered in the marketplace?

A) One year
B) Three years
C) Two years
D) Five years
E) Four years

Question 37

Today, successful selling is about all of the following except:

A) A long- term relationship between sellers and qualified buyers
B) Short- term relationships between sellers and qualified buyers
C) Interdependence between the seller and buyer
D) Keeping in contact and delivering on promises

Question 38

It is most important to remember that customers do not buy ; they buy .

A) Features; Services
B) Features; Benefits
C) Supplies; Services
D) Service; Benefits

Question 39

All sales people should also develop a code of , both personally and through the company.

A) Honor
B) Ethics
C) Character
D) Integrity
E) Value

Question 40

Effective probing will allow the customer to elaborate on:

A) An opportunity
B) A question
C) A guess
D) A need

Question 41

Product line management is an approach to sales:

A) Where the salesperson does not need to be familiar with each product
B) That is commonplace for customers who have only one product need
C) That is called "tri- stop shopping"
D) Where one representative services all three products for the customer

Question 42

One reason for high turnover in the sales department is:

A) Good salespeople leave for a competitor and better opportunities
B) The "move up and out" philosophy
C) The wrong people were hired
D) Both B & C
E) All of the above

Question 43

The sales equation is based on:

A) The salesperson's intuition
B) Open probes
C) Closed probes
D) The account management system

Question 44

Development of sales personnel should include:

A) Ethics and ethos
B) Ethics and motivation
C) Ethos and encouragement
D) Motivation and encouragement

Question 45

Sales action plans, like the example given in the text, are usually created:

A) Monthly
B) Yearly
C) Quarterly
D) Biannually

Question 46

The textbook lists five situations when it would be appropriate for an organization to employ personal selling. Discuss two of these situations.

Question 47

The good relationship between sales and operations is:

A) Critical
B) Overrated
C) Ideal, but not necessary
D) An idea of the past

Question 48

Explain why it is important for salespeople to develop a code of ethics. Include a few examples of behavior that may be considered unethical. What two test questions could be asked to determine if a behavior is unethical?

Question 49

Once a salesperson has established the customer's need, then a discussion of and begins.

A) Benefits; features
B) Open; closed probes
C) Price; warranties
D) Tangibles; intangibles

Question 50

A successful sales approach will:

A) Avoid discussing generic product features
B) Address needs and opportunities
C) Translate the features of their product into the perceived benefit for the customer
D) Outline the features and allow the customer to deduce the benefits

Question 51

A sales team should dedicate about of its time to past customers and of its time to finding new customers.

A) 70%; 30%
B) 50%; 50%
C) 30%; 70%
D) 10%; 90%

Question 52

The question "Is location important to you?" is an example of:

A) A problem probe
B) A closed probe
C) An open probe
D) A question probe