Question 1

Scott Bartello, a salesperson for Lamkin Golf Products, develops a list of potential customers and evaluates them on the basis of their ability, willingness, and authority to purchase copy machines. This process is called

Accepted Answer

The process being described is prospecting, which involves identifying potential customers and evaluating them based on their ability, willingness, and authority to make a purchase. Option A (customer search) is similar in meaning to prospecting, but is not the term typically used in the sales process. Option B (preapproach) refers to the stage in which a salesperson prepares for an initial meeting with a potential customer. Option C (customer evaluation) is a bit too general and generic to be the correct answer in this context. Option D (customer pre-approval) is not a standard term in the sales process and does not accurately describe the process of qualifying potential customers.

Question 2

Janetta tells her sales manager that she will be devoting more effort to ____ in the coming weeks, as her list of potential customers has dwindled below the level of 30 firms recommended by the selling plan.

Accepted Answer

Since Janetta's list of potential customers has dwindled below the recommended level, she will be devoting more effort to prospecting in order to generate new leads and increase her list of potential customers.

Question 3

Before contacting prospects, a salesperson for an industrial cleaning equipment company analyzes information about the prospects' product needs, feelings about brands, and personal characteristics. This process is called

Accepted Answer

The process of analyzing information about prospects' product needs, feelings about brands, and personal characteristics is called preapproach. This step is taken before the salesperson approaches the customer and helps them determine the best approach to take when contacting the prospect. Prospect is the first step of the sales process, but it is separate from preapproach. Sales training and sales planning are also different aspects of the sales process.

Question 4

Carlos generally makes cold calls on businesses to look for new prospects. He has many satisfied customers, but like many salespeople, he does not frequently utilize one of the best ways to find new prospects, which is through

Accepted Answer

Customer referrals are one of the best ways to find new prospects because satisfied customers are more likely to refer their friends and associates to Carlos. This can lead to a steady stream of new business without the need for cold calling on businesses.

Question 5

The final stage of the selling process is

Accepted Answer

The final stage of the selling process is follow-up, where the salesperson ensures customer satisfaction and addresses any issues or concerns that arise after the purchase.

Question 6

Company sales records, commercial databases, newspaper announcements, telephone directories, and public records are all sources used for

Accepted Answer

These sources are commonly used for prospecting, which involves identifying potential customers or clients for a business. Surveying, screening, researching, and preapproaching may also involve the use of some of these sources, but the primary purpose of these sources is for prospecting.

Question 7

The step of the personal selling process in which a salesperson contacts a potential customer is called

Accepted Answer

The step of the personal selling process in which a salesperson contacts a potential customer is called the approach.

Question 8

The stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather information about the customer's needs and objectives, and build a rapport with the prospective customers is called

Accepted Answer

The approach stage is where the salesperson makes their first impression, gathers information, and begins to build a relationship with the potential customer, aligning with the activities described.

Question 9

Garrett Almar tells a fellow buyer at Robins Wholesale Parts that the last salesperson who called on him before lunch was a real loser: "He has done a poor job of ____. He didn't even know what brands we carry or what types of retailers we service!"

Accepted Answer

The answer of Garrett Almar tells a fellow buyer at...

Question 10

The salesperson must attract and hold the prospect's attention, stimulate interest, and spark a desire for the product during the

Accepted Answer

The sales presentation is the stage in the sales process where the salesperson presents the product or service to the prospect, aiming to attract and hold the prospect's attention, stimulate interest, and spark a desire for the product. This is the key moment to convince the prospect of the value and benefits of the offering.

Question 11

Rick is a sales representative for Lucent Technologies. He has reviewed a prospect's account and credit history, identified product needs, and gathered the appropriate literature he needs. Rick feels he is ready for the ____ step of the personal selling process.

Accepted Answer

The answer of Rick is a sales representative for Lucent...

Question 12

Creating a favorable impression and developing rapport with prospective customers is a critical part of the ____ step of personal selling.

Accepted Answer

The approach is the first step of personal selling and involves creating a positive first impression and building rapport with prospective customers. This step sets the tone for the rest of the sales process and can determine whether the customer is receptive to the salesperson's message or not.

Question 13

Sayyid's company has launched a new product line, and he is put in charge of sales. He decides his first step will be to find potential customers in the company's sales records. Sayyid is

Accepted Answer

Sayyid is searching through the company's sales records to find potential customers, which is the definition of prospecting. Screening involves evaluating potential customers to determine if they meet certain criteria, researching involves obtaining information about potential customers, pre-approaching involves preparing a sales presentation or proposal before contacting potential customers, and surveying involves gathering information from potential customers through a survey or questionnaire. While some of these activities may be part of Sayyid's overall sales strategy, the specific action described in the scenario is prospecting.

Question 14

A salesperson finds and analyzes information about each prospect's specific product needs, current use of and feeling about brands, and personal characteristics during

Accepted Answer

The preapproach is the stage where a salesperson gathers information about the prospect, including their specific product needs, current use of and feeling about brands, and personal characteristics. This information is then used to tailor the approach and presentation to the individual prospect.

Question 15

Stacey's client group has been gradually shrinking and she is looking for new prospective clients. She has decided to spend a couple of days approaching potential customers without any prior consent. Stacey's method of approach is known as

Accepted Answer

Stacey's method of approaching potential clients without any prior consent is called cold canvassing. This involves reaching out to individuals who have not expressed any interest or given permission to be contacted.

Question 16

After compiling a list of potential customers, a salesperson must

Accepted Answer

After compiling a list of potential customers, the salesperson must evaluate each prospect's ability and willingness to buy the product, as well as if they have the authority to make the purchasing decision. This will ensure that the salesperson is not wasting their time on unqualified leads who are unlikely to make a purchase.

Question 17

Advertising that encourages customers to send in reply cards for additional information aids salespeople in achieving which goal of personal selling?

Accepted Answer

Encouraging customers to send in reply cards for additional information helps salespeople find prospects who are interested in the product or service. This is the goal of prospecting in personal selling.

Question 18

Jennifer Clarkson, a sales representative for a publisher of college textbooks, had the southern half of the state as a sales territory. Last year, the director of marketing for the publishing company told Jennifer's sales manager to increase her territory to the entire state. Now Jennifer's customers are less satisfied with the company. They are most likely to blame ____ for their reduced level of customer satisfaction.

Accepted Answer

Since Jennifer is the sales representative for the publisher, her customers would have most likely interacted with her directly. Therefore, the expansion of her sales territory could have affected her ability to provide the same level of customer service and support to all of her customers. As a result, the customers are most likely to blame Jennifer for their reduced level of satisfaction.

Question 19

Tara is beginning her week as a sales representative for Logitech Technology. She decides to start the day by developing a list of potential customers, which is called

Accepted Answer

Developing a list of potential customers is known as prospecting.

Question 20

Tim has just finished compiling a list of potential customers and evaluating their ability, willingness, and authority to buy. He knows his next step in the personal selling process is to

Accepted Answer

The next step in the personal selling process after compiling a list of potential customers and evaluating their ability, willingness, and authority to buy is to preapproach. Preapproach involves gathering further information about the potential customer, such as their needs, preferences, and buying behavior, before making the actual approach or presentation. This helps the salesperson tailor their approach and presentation to better match the potential customer's needs and increase the likelihood of a successful sale.

Quiz 17: Personal Selling and Sales Promotion