Question 1

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's focus on building relationships and ensuring her customers felt comfortable reaching out to her indicates that she is a relationship-oriented salesperson who prioritizes building long-term connections with her clients.

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

The International Consumer Electronics Show is an example of

Accepted Answer

The International Consumer Electronics Show is a trade show where companies and manufacturers showcase their latest products and technologies to potential buyers and partners. It is not a vendor conference (A) as it is not exclusively for vendors or suppliers. While product demonstration (B) may occur at the show, it is not its primary purpose. The International Consumer Electronics Show is not a consumer meeting (E) either as it is not designed for general consumers, although some individuals may attend. Finally, while it is an industry convention (C) in the sense that it brings together professionals in the electronics industry, it is primarily a trade show.

Question 4

Independent Publisher's Group is a distributor of books for small publishers. It doesn't have its own sales force, but uses ________ on a contract basis to sell its product on commission.

Accepted Answer

Independent agents are individuals or businesses that are contracted to sell a company's products on commission, which is the model used by Independent Publisher's Group. The other options (order takers, order getters, sales support personnel, and in-house telemarketers) all refer to types of employees responsible for different aspects of the sales process and are not typically used in a distributorship model like IPG's.

Question 5

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

Accepted Answer

The answer of Telemarketing and cold calls have become less...

Question 6

________ 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 allows sales trainees to practice selling skills in real-life situations while being supervised by experienced sales managers who can provide immediate feedback. Role-play and simulation can be effective for practicing selling and negotiation skills, but they do not provide the same level of real-world experience and feedback. Internet-based and distance learning may be useful for conveying information and knowledge, but they typically do not provide the opportunity for hands-on practice and feedback from managers.

Question 7

Each time an employee at an audio store makes a sale of $500 or more, the department manager awards a chocolate gold coin in recognition of the employee's accomplishment. This reward is known as a

Accepted Answer

The answer of Each time an employee at an audio...

Question 8

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 being requested is related to the assurance dimension of service quality, which refers to the ability of a company to convey trust and confidence in its service offerings.

Question 9

When her salespeople bring in five new customers, Marissa gives them a $1000 payment. This is an example of a

Accepted Answer

A bonus is a one-time payment given to employees as a reward for achieving a specific goal, such as bringing in five new customers. A commission is a percentage-based payment on sales, and a sales contest involves competition between employees to reach a goal with a reward for the winner. Nonfinancial rewards typically do not involve monetary compensation, and a salary is a regular payment given to an employee regardless of performance.

Question 10

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

Accepted Answer

This type of incentive program where salespeople compete against each other for a reward is commonly known as a sales contest.

Question 11

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. The other options may refer to different stages of the sales process or handling specific customer concerns, but they do not specifically relate to securing a purchase commitment.

Question 12

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 would be liable in this situation because they intentionally misled the customer and hid an extra charge for trim. Tasha's boss may also be held responsible for instructing her to do so. The customer could take legal action against both Tasha and the siding company for this deceptive practice.

Question 13

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 in order to help them answer customer questions and make sales. Therefore, they are the most likely to be able to provide appropriate assistance in this situation. The other options (order taker, another salesperson, sales manager, and order getter) may not have the necessary technical knowledge or expertise to provide the needed assistance.

Question 14

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

Accepted Answer

According to a study by Forbes, the average cost of a single B2B sales call is around $400. This includes the costs of travel, preparation, and time spent on the call itself.

Question 15

Several personal traits are listed in the text as being important for successful sales careers. Harvey is a go-getter. He gets up early every morning to check his schedule and arrives at appointments early so he can get in the right frame of mind. Which of the traits listed in the text does Harvey exhibit?

Accepted Answer

Harvey exhibits self-motivation, which is listed as an important trait for successful sales careers. He gets up early and arrives early at appointments to get in the right frame of mind, displaying the drive and initiative that self-motivated individuals possess.

Question 16

Which of the following is NOT one of the steps in the personal selling process?

Accepted Answer

Request for proposal is not a step in the personal selling process. It is a step in the business-to-business procurement process where a company requests proposals from different suppliers before making a purchasing decision. The personal selling process typically involves generating and qualifying leads, preapproach, approach, presentation and demonstration, handling objections, closing the sale, and follow-up.

Question 17

Von told the sales rep he wasn't buying his product because it cost too much. This is called

Accepted Answer

The answer of Von told the sales rep he wasn't...

Question 18

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

Accepted Answer

Ethics is not typically considered a service quality dimension related to follow-up. The other options (reliability, tangibles, responsiveness, empathy) all relate to aspects of follow-up service quality.

Question 19

Fred is generating a list of potential customers and assessing their potential. He is in which step of the personal selling process?

Accepted Answer

Fred is in step 1 of the personal selling process, which involves prospecting and generating a list of potential customers.

Question 20

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

This example demonstrates overcoming reservations, as Pat is addressing the customer's concern about the new system not fitting into their budget and providing a solution to the issue.

Quiz 19: Personal Selling and Sales Management