Deck 17: Personal Selling and Sales Management

Question 1

Which of the following statements is a characteristic of negotiation?

A)It plays an important role in the closing of the sale.
B)Effective negotiators use price as a negotiation tool.
C)Giving in to price negotiations too quickly increases the value of the product.
D)It is a formal meeting in which the salesperson has the opportunity to present the sales proposal.

Answer 1

A

Question 2

_____ is a sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships.

A)Price-based selling
B)Adaptive selling
C)Stimulus-response selling
D)Relationship selling

Answer 2

D

Question 3

Which of the following statements is true of prequalification systems?

A)They free sales representatives from the time-consuming task of following up on leads to determine need, buying power, and receptiveness.
B)They describe the ''homework'' that must be done by a salesperson before contacting the prospect.
C)They use friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations to identify potential clients.
D)They determine a customer's specific needs and wants and the range of options the customer has for satisfying them.

Answer 3

A

Question 4

Personal selling provides a brief and precise explanation of the product.

Question 5

While recruiting the sales force, sales managers prefer salespeople who:

A)often avoid getting involved in unlikely sales.
B)get their point across confidently without being overbearing or aggressive.
C)ensure that there is no negotiation during the process of closing a sale.
D)are transaction oriented rather than relationship oriented.

Question 6

Unlike advertising and sales promotion, in personal selling, responses are provided only to the questions and objections that the copywriter thinks are important to customers.

Question 7

Relationship selling is more often used in selling situations for consumer goods.

Question 8

Which of the following statements is true of lead qualification?

A)It refers to a process in which a salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status.
B)It refers to using friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations to identify potential clients.
C)It refers to a process that describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect.
D)It refers to determining the recognized need, buying power, and receptivity and accessibility of a sales prospect.

Question 9

Which of the following makes it necessary for salespeople to conduct a thorough and continued follow-up with the clients?

A)Conducting post-sales follow-up gives rise to cognitive dissonance.
B)In present times, customers are more loyal toward brands and vendors now than before.
C)Most businesses depend on repeat sales, which depend on follow-up by the salesperson.
D)Buyers are more inclined to look for the best deal when they experience good post-sale follow-up.

Question 10

A sales presentation is a written document or professional presentation that outlines how a company's product or service will meet or exceed the client's needs.

Question 11

When customers try to pit suppliers against each other to drive down the price of the product, the salesperson should offer an initial discount and raise the price later on.

Question 12

Laelle Inc., a leading manufacturer of industrial air conditioners, has developed a new air conditioner with high cooling capacity. To identify potential clients who will be interested in the new air conditioner, the company has sent out pamphlets to many firms along with its contact details for anyone interested. This scenario illustrates _____.

A)needs assessment
B)lead generation
C)sales presentation
D)knowledge management

Question 13

A sales manager at Guilden Corporation, a manufacturer of consumer durable goods, instructed his new salesperson, Rita, to sell five flat screen televisions per week. He informed her that, in addition to this, she was also expected to identify ten potential customers. These instructions given to Rita are referred to as _____.

A)referrals
B)sales leads
C)quotas
D)touch points

Question 14

A sales manager's only job is to maximize sales at a reasonable cost while also maximizing profits.

Question 15

Glenda, a sales representative for Revo Appliances Inc., had to deliver a presentation on her company's latest offering: an innovative food processor. Her target clients were senior managers and chefs from a reputed restaurant. After her presentation, Glenda faced tough objections from her clients who were skeptical about the product's necessity and usefulness. As a good salesperson, how should Glenda respond to this situation?

A)She must ignore the specifications of the product's competing products.
B)She must offer a steep introductory discount and increase the price later.
C)She must suggest to her company the use of testimonials as a sales strategy rather than personal selling.
D)She must consider the objections as a legitimate part of the purchase decision.

Question 16

Point-of-sale interaction is a touch point in stores or information kiosks that uses software to enable customers to easily provide information about themselves without feeling violated.

Question 17

In the selling process, which of the following statements is true of developing and proposing solutions?

A)The immediate step after presenting the sales proposal is the final purchase transaction.
B)Often, customers are more likely to remember what salespeople say than how they present themselves.
C)It is better to depend on a formal presentation than on a salesperson's ability to handle customer objections.
D)The quality of both the sales proposal and the presentation can make or break the sale.

Question 18

Salespeople selling in foreign markets should tailor their presentations and closing styles to each market.

Question 19

A good salesperson perceives objections as a hindrance to the purchase decision.

Question 20

In the selling process, which of the following is true of the needs assessment of prospective clients by salespeople?

A)It should be carried out when the salesperson is developing the sales proposal.
B)It requires the salesperson be aware of regulation and legislation that affect the industry.
C)It ignores the impact of competition on the demand of the product being sold.
D)It does not give a comprehensive result for instances where relationship selling is used.

Question 21

Unlike consumer-focused salespeople, business-focused salespeople:

A)require customers to come directly to a retail store.
B)call on other companies to sell their products.
C)shorten the sales process time.
D)do not travel to customer locations.

Question 22

Which of the following statements is true of networking?

A)It refers to a process in which a salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status.
B)It refers to using friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations to identify potential clients.
C)It refers to a process that describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect.
D)It refers to determining a customer's specific needs and wants and the range of options the customer has for satisfying them.

Question 23

Identify a true statement about sales force training.

A)It is done by giving compensation to employees.
B)It cannot occur during sales meetings, annual meetings, or during the course of everyday business.
C)Training does not take place in the field or by using online modules.
D)Conducting job training in the field via a live sales call provides real world experience for a trainee.

Question 24

Write a note on customer relationship management.

Question 25

Which of the following statements is true of traditional selling?

A)It allows ample time for a detailed follow-up with customers after a sale.
B)It results in more win-win transactions for salespeople than relationship selling.
C)Minimal effort is placed on asking questions to identify customer needs.
D)High emphasis is placed on matching customers' needs and wants to the benefits of the product.

Question 26

Personal selling is more important than advertising and sales promotion if the products being sold:

A)are standardized.
B)have many consumers.
C)have a low value.
D)are technically complex.

Question 27

Briefly explain the impact of technology on personal selling.

Question 28

Effective sales management begins with:

A)determining sales goals.
B)determining the most efficient structure for the sales force.
C)specifying the sales force size.
D)designing a compensation plan.

Question 29

_____ occurs when a customer and a company representative exchange information and develop learning relationships.

A)Traditional selling
B)An intervention
C)Customer profiling
D)An interaction

Question 30

_____ is the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.

A)Organizational optimization
B)Profit maximization
C)Total quality management
D)Customer relationship management

Question 31

Which of the following is part of defining the sales goal of a company?

A)Assigning quotas to salespeople
B)Evaluating the sales force
C)Training new salespeople
D)Designing the sales force structure

Question 32

Differentiate between traditional personal selling and relationship selling.

Question 33

In personal selling, costs of promoting a product or service can be controlled by:

A)promoting a product to both qualified and non-qualified prospects.
B)promoting undifferentiated sales messages toward prospective consumers.
C)purchasing advertising and sales promotion in large amounts.
D)adjusting the size of the sales force in one-person increments.

Question 34

_____ describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect.

A)Prequalification
B)Preapproach
C)Networking
D)Cold calling

Question 35

Mandy's Inc. is a well-known supplier of industrial goods. While selling goods, it provides personalized benefits to each customer. It focuses on developing trust over time instead of one-time sales. This is an example of _____.

A)price-based selling
B)relationship selling
C)discount selling
D)persuasive selling

Question 36

Fournotts Corp., an electronic equipment manufacturer, collects data about its customers through customer interactions. On the basis of the data, the firm customizes its products and services according to the needs of the appropriate customer segments. This is an example of effective _____.

A)transaction management
B)campaign management
C)lead generation
D)lead qualification

Question 37

In the context of steps in the sales process, describe the methods of qualifying leads.

Question 38

Maggie's Apparel Inc. manufactures apparel for men and women. It calls on other retailers to sell its products. The salespeople at Maggie's Apparel also travel to its customers' locations to finalize sales deals. In this scenario, the salespeople at Maggie's Apparel are _____.

A)business-focused salespeople
B)consumer-focused salespeople
C)opinion leaders
D)late adopters

Question 39

Kay and Jenny's, a restaurant, implements a new system that identifies and gathers information about its regular customers. It rewards these customers by giving them gift coupons and cash prizes. This is most likely an example of _____.

A)organizational optimization
B)profit maximization
C)total quality management
D)customer relationship management

Question 40

Which of the following is a combination of sales automation and Internet technology that some marketers are using in an effort to enhance customer satisfaction and bring in more business?

A)The preapproach model
B)The attribution model
C)Geolocation home automation
D)Automated e-mail follow-up marketing