Question 1

Harvey enjoys a successful sales career. He is a go-getter, gets up early every morning to check his schedule, and arrives at appointments early so he can get in the right mental frame of mind. Which personal trait does Harvey exhibit?

Accepted Answer

Harvey's consistent behavior of getting up early and arriving at appointments early shows that he is self-motivated.

Question 2

To maintain trustworthy customer relationships, companies must take care that they respect customer privacy and respect the________-that is, the amount of information a customer feels comfortable providing.

Accepted Answer

The term "information comfort zone" accurately describes the amount of information a customer feels comfortable providing, reflecting the balance between sharing personal data and maintaining privacy.

Question 3

Tasha was selling siding and her boss told her that she could hide an extra charge for trim in the total, even though the customer was told he would not be charged for trim. Tasha was told this was standard practice for the siding company. If the customer takes legal action for this, who is most likely liable?

Accepted Answer

Both Tasha and the siding company intentionally misled the customer, so they would likely be held liable in a legal action. The customer cannot be held liable for not checking an order that they were told did not include an extra charge. Tasha's boss may also be liable, but he did not write the order and may not have had direct contact with the customer. This is not a victimless crime, as the customer was charged for something they were told they would not have to pay for.

Question 4

Johnny works at an electronics store. In addition to his salary, he receives 2 percent of the sales dollars he brings in each month. This extra 2 percent is called a

Accepted Answer

The term used for the extra percentage of sales dollars that Johnny receives is commission.

Question 5

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as ________ for employees; the magazine and blog are outlets for not only selling advice but also company-wide recognition of individual salespeople's accomplishments.

Accepted Answer

The internal magazine and blog serve as nonfinancial rewards for Mary Kay employees by providing an outlet for recognition and selling advice.

Question 6

Von told the sales rep he wasn't buying his product because it cost too much. In terms of the personal selling process this is called a(n)

Accepted Answer

A reservation is an objection or concern raised by a potential customer during the personal selling process. In this scenario, Von has expressed his concern about price, which is a common reservation.

Question 7

Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario?

Accepted Answer

The guarantee requested by Al's Auto Parts from its windshield wiper manufacturer is addressing the assurance dimension of service quality, which involves the trustworthiness, knowledge, and confidence conveyed by a service provider.

Question 8

All of the following are service quality dimensions related to follow-up except

Accepted Answer

The service quality dimensions related to follow-up are reliability, tangibles, responsiveness, and empathy. Ethics is not directly related to follow-up.

Question 9

When her salespeople bring in five new customers, Marissa gives them a $1,000 payment. This is an example of a

Accepted Answer

The $1,000 payment is given as a reward for bringing in five new customers, which makes it a bonus. A commission would be a percentage of the sales made, and a sales contest typically involves multiple salespeople competing against each other in a specific timeframe or for a specific goal. Nonfinancial rewards are incentives that do not involve money, and a salary is a fixed payment over time for an employee's work.

Question 10

Tara made sure that her customers felt comfortable contacting her when they needed something, and she focused on the long term in her dealings with them. Tara is a ________-oriented salesperson.

Accepted Answer

Tara focuses on building relationships with her customers, which indicates that she is a relationship-oriented salesperson. This type of salesperson prioritizes developing long-term relationships with customers and focuses on their needs and satisfaction rather than just making a quick sale.

Question 11

A salesperson's compensation can be made up of some combination of salary, commission, and ________, which are payments made at a manager's discretion when the salesperson achieves certain goals.

Accepted Answer

Bonuses are commonly used as a form of variable pay in sales positions, awarded based on achieving certain goals or performance metrics.

Question 12

Every Monday during the month of December, salespeople who had the highest sales the previous week participated in a package surprise, where each would receive a package containing either a $50 or a $100 bill. This short-term incentive is known as a

Accepted Answer

This short-term incentive is a sales contest where the highest salespeople receive a reward.

Question 13

Experts estimate that the average cost of a single B2B sales call is about

Accepted Answer

The average cost of a single B2B sales call is estimated to be around $600, reflecting the expenses involved in travel, time, and resources.

Question 14

When Pat was talking with his customer about the new accounting system, his customer mentioned that she thought the new system was not going to fit into their budget. Pat explained that once her people were trained on it, it would require less time to process orders, and therefore save her money in payroll. Which part of the sales presentation is demonstrated in this example?

Accepted Answer

Pat is addressing the customer's reservation or objection about the new accounting system not fitting into their budget. This is an example of overcoming reservations, which is a crucial part of the sales process.

Question 15

Getting a commitment from the customer to purchase your product is also known as

Accepted Answer

Closing the sale refers to the act of getting a commitment from the customer to purchase the product. It is the culmination of the sales process and involves the seller asking for the order or closing the deal.

Question 16

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons except

Accepted Answer

Telemarketing and cold calls do not inherently require appointments to be made before the sales pitch; they are direct methods of contacting potential customers, often without prior arrangement.

Question 17

When Barbara realized she didn't have all of the technical information she needed to answer the customer's questions, she made a call to her office. Who would be most likely to provide appropriate assistance?

Accepted Answer

Sales support personnel are typically responsible for providing technical information and assistance to salespeople, making them the most likely to help Barbara with the technical information she needs.

Question 18

________ training is excellent for communicating selling and negotiation skills, because managers can observe the sales trainees in real selling situations and provide instant feedback.

Accepted Answer

On-the-job training involves real selling situations, which allows managers to observe the sales trainees and provide instant feedback. This type of training is ideal for communicating selling and negotiation skills. Options A, B, C, and E do not involve real-life situations where managers can provide immediate feedback.

Question 19

All of the following are steps in the B2C personal selling process except

Accepted Answer

Request for proposal is not a step in the B2C personal selling process, as this is typically associated with B2B sales when companies are seeking proposals from suppliers. The other steps listed are generally applicable to the B2C personal selling process.

Question 20

The Consumer Electronics Show is an example of a(n)

Accepted Answer

The Consumer Electronics Show is a trade show, featuring products and technologies from various companies in the electronics industry. It is not a vendor conference, as it is not organized by a specific company to showcase their own products. It is also not a consumer meeting, as it is primarily attended by industry professionals and journalists.

Quiz 19: Personal Selling and Sales Management