Question 1

________involves three tasks: setting objectives, organizing the salesforce, and developing account management policies.

Accepted Answer

Sales plan formulation involves setting objectives, organizing the salesforce, and developing account management policies.

Question 2

At which stage in the personal selling process would a salesperson ask the customer whether he or she is satisfied with the product?

Accepted Answer

The follow-up stage in the personal selling process involves checking in with the customer after the sale to ensure satisfaction and address any issues, which helps build long-term relationships.

Question 3

One type of sales objective is ________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Accepted Answer

Behaviorally related sales objectives focus on the behaviors and skills of the salesperson, such as product knowledge, customer service, and communication skills.

Question 4

All of these are output-related sales objectives exceptwhich?

Accepted Answer

Number of sales calls is an activity-related objective, not directly related to the output of sales.

Question 5

In the personal selling process, the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the ________ stage.

Accepted Answer

The follow-up stage in the personal selling process involves ensuring that the product has been delivered and installed correctly and addressing any issues the customer may have with the product.

Question 6

All of these are behaviorally related sales objectives exceptwhich?

Accepted Answer

The number of new customers is a quantitative sales objective, not behaviorally related like the other options which focus on skills and knowledge.

Question 7

Figure 21-4
-Figure 21-4 above depicts the sales management process that involves three interrelated functions. Box A refers to

Accepted Answer

Sales plan formulation is the initial step in the sales management process, where strategies and objectives are developed.

Question 8

Sales management consists of three interrelated functions: ________, sales plan implementation, and salesforce evaluation.

Accepted Answer

Sales management involves sales plan formulation, which is the process of developing strategies and setting objectives for the sales team, followed by implementation and evaluation.

Question 9

All of these are types of sales objectives exceptwhich?

Accepted Answer

Employer-related is not a recognized category of sales objectives, whereas input-related, competitor-related, behaviorally related, and output-related are common types of sales objectives.

Question 10

Formulating the sales plan involves three tasks: setting objectives, organizing the salesforce, and

Accepted Answer

Developing account management policies is a key task in formulating a sales plan, as it helps in managing customer relationships and ensuring sales objectives are met.

Question 11

A representative from AT&T called Dr. Michaels after he switched to its U-verse telephone system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of ________ call.

Accepted Answer

This is a follow-up call, as it is made after the service has been provided to ensure customer satisfaction and address any questions or concerns.

Question 12

Figure 21-4
-Figure 21-4 above depicts the sales management process that involves three interrelated functions. Box C refers to

Accepted Answer

The answer of  Figure 21-4
-Figure 21-4 above depicts the...

Question 13

Which of these tasks are involved in the sales plan formulation stage of the sales management process?

Accepted Answer

The sales plan formulation stage involves setting objectives, organizing the salesforce, and developing account management policies.

Question 14

A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a

Accepted Answer

A sales plan outlines the objectives, strategies, and tactics for the sales team, detailing what is to be achieved and how the sales effort will be deployed.

Question 15

A sales plan is a

Accepted Answer

A sales plan is a statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.

Question 16

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Accepted Answer

The sales manager's objective is focused on the outcome of increasing units sold, which is an output-related objective.

Question 17

Selling objectives can be ________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be ________ and emphasize the number of sales calls and selling expenses.

Accepted Answer

The answer of Selling objectives can be ________ and focus...

Question 18

The sales manager instructed the salesperson to "make at least 500 customer contacts between January 1 and July 1." The sales manager voiced ________ sales objective.

Accepted Answer

An input-related sales objective focuses on the activities or efforts made by the salesperson, such as the number of customer contacts, rather than the outcomes or results of those activities.

Question 19

Figure 21-4
-Figure 21-4 above depicts the sales management process that involves three interrelated functions. Box B refers to

Accepted Answer

Box B refers to sales plan implementation, which involves putting the sales plan into action and monitoring its progress.

Question 20

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly ________ that necessary to gain a sale from a new customer.

Accepted Answer

Research indicates that it is generally less costly and requires less effort to sell to existing customers than to acquire new ones, with repeat sales costing about half as much.

Quiz 21: Implementing Interactive and Multi-Channel Marketing