Question 1

Companies strive to achieve alignment with all the divisions and areas of the company because:

Accepted Answer

Alignment means that all the divisions are working efficiently together to provide service and make money for the company.

Question 2

"Suggestive selling" is defined as:

Accepted Answer

Suggestive selling is the technique of suggesting additional or complementary products to a customer in order to increase their overall purchase amount. This technique involves recommending products that go along with or enhance what the customer is already planning to buy, rather than trying to steer them towards a completely different purchase. Therefore, option D is the best choice as it aligns with the definition of suggestive selling.

Question 3

In a contact center,ideas such as targeted number of calls per hour,call length,customer satisfaction,and amount of sales made are all examples of:

Accepted Answer

These are all examples of metrics, or measurable data points used to evaluate performance in a contact center. Forecasts refer to predictions of call volume or other metrics, channels refer to communication channels like phone, email or chat, portals refer to online platforms for accessing information, and distributors refer to companies that sell products to customers.

Question 4

Account managers can be all of the following EXCEPT:

Accepted Answer

An account manager can be an inside or outside salesperson, a geographic or vertical rep, and often provides customer service. The only option that they cannot be is a customer service rep, as their role focuses more on managing and growing existing accounts than simply addressing customer inquiries and complaints.

Question 5

Alignment is most important to which of the following people in a company?

Accepted Answer

Alignment is most important to the salesperson because they are the ones making promises to the customer and the other divisions need to be united and aligned in order to fulfill those promises.

Question 6

Recently,Turner Telecom decided to require all customer-facing personnel to sell to customers during routine interactions.Management created a set of standards to guide the roll-out process to the customer-facing departments.All of the following actions would advance this process EXCEPT:

Accepted Answer

Evaluating all employees based on whether or not they have met new sales quotas may create a culture of fear and pressure, which may not be the most effective way to motivate employees to embrace the new sales function. Instead, focusing on providing training, motivation, compensation, and management support can lead to more sustainable and positive results.

Question 7

Trade representatives sell to:

Accepted Answer

Trade representatives sell to organizations that then sell to retail customers, rather than selling directly to retail customers themselves.

Question 8

How can technology aid in alignment of different divisions of the same company?

Accepted Answer

Utilizing computer software can allow for efficient sharing of customer information across different divisions within the company, promoting alignment and improving overall communication and coordination. Choices B, C, D, and E are not effective solutions for aligning different divisions of the same company.

Question 9

Gulf Star Disc Sports is a new company selling a variety of products used in the growing sport of disc golf.Currently,the disc golf market is dominated by two entrenched competitors.Gulf Star's product compare favorably when customers try them out,but the majority of potential customers is not aware of Gulf Star's offerings.The company has made improving awareness an important goal for the current year. Which of the following actions,if adopted by Gulf Star,would be most likely to create misalignment with the company's goal of improving awareness?

Accepted Answer

Adopting stricter limits on reimbursing sales representatives for travel and entertainment expenses would reduce the amount of money available for sales representatives to spend on activities that could increase awareness of Gulf Star's products, such as attending trade shows and meeting with potential customers.

Question 10

What two elements must be in harmony for a company to achieve alignment?

Accepted Answer

For a company to achieve alignment, there must be harmony between the information provided to all divisions and the objectives set by the company. It is crucial to ensure that all divisions have access to the same accurate information and are aware of the company's goals to achieve alignment.

Question 11

All of the following are examples of customer-facing personnel EXCEPT:

Accepted Answer

Internal auditors are not typically customer-facing personnel as their role is to audit and assess the internal operations and processes of the company, rather than interacting directly with customers. The other options listed are all positions that involve direct interaction with customers.

Question 12

Structuring the sales staff is a common challenge for sales managers at companies of all sizes.Which of the following is a reason for a sales manager to use field representatives instead of inside salespeople?

Accepted Answer

Field representatives are best used when the salesperson needs to show the product to the customer in person, as this cannot be done over the phone or through email. Inside salespeople may be more appropriate when many calls per hour need to be made or when selling to incoming callers. Understanding the sales cycle and using a company vehicle for visits to customers may apply to both field representatives and inside salespeople.

Question 13

A vertical rep is one type of salesperson.Which of the following is an example of a vertical rep?

Accepted Answer

A vertical rep specializes in selling to accounts within the same industry, regardless of their geographic location, focusing on understanding and meeting the specific needs of that industry.

Question 14

Anderson Financial is embarking on a system-wide review of their sales and service process.In order to serve customers most efficiently and create profits for the company,Anderson could use a combination of all of the following EXCEPT:

Accepted Answer

Competing metrics can create confusion and inconsistency in the sales and service process, making it difficult to see what strategies are working and where improvements are needed. Therefore, it is not a recommended approach for improving the efficiency and profitability of the company. The other options, including a mix of inside and field salespeople, outsourcing, account managers, and diverse technology channels, can all be effective in creating a streamlined and profitable sales and service process.

Question 15

The CEO of Rheon Industries would like customer service reps,tech support reps,and billing clerks to start actively selling to customers these reps have contact with.Rheon Industries' sales director feels that this decision may not be wise.What is the danger of requiring all customer-facing personnel to sell to customers?

Accepted Answer

Requiring all customer-facing personnel to actively sell to customers could lead to customers feeling pressured and offended, which could damage the company's reputation and lead to a loss of business. Additionally, not all employees may have the desire or skillset to sell, leading to ineffective sales efforts and potentially lost sales opportunities.

Question 16

Inside salespeople can sell at a company facility,or at which of the following locations?

Accepted Answer

Inside salespeople often work in contact centers where they can make outbound calls and receive inbound calls from potential customers. This allows them to efficiently communicate with customers and sell products or services without needing to travel. The other options (B, C, D, and E) are not commonly used locations for inside salespeople.

Question 17

Marianne Tocaros is a retail sales rep for a jewelry store.She works only on commission.Which of the following MUST BE true about Marianne?

Accepted Answer

Marianne's income is solely based on commission, so she only earns money if she makes a sale. Choices B, C, D, and E are not necessarily true for all commission-based retail sales reps.

Question 18

Jerry Rodriguez uses his car as his center of activity in his job selling energy drinks for LiquidZing Unlimited.All day he drives from customer site to customer site for sales meetings.Jerry is considered:

Accepted Answer

Jerry is a field rep because he is out in the field driving from customer to customer for sales meetings.

Question 19

Which of the following is NOT a type of company-employed sales job?

Accepted Answer

Manufacturer's rep is not a company-employed sales job because a manufacturer's rep, also known as a manufacturer's representative or independent sales representative, typically operates as an independent contractor or agency representing several different companies, not employed by any single company.

Question 20

Seamless integration is a goal for many companies but is not yet reality for most.Which of the following is NOT an example of seamless integration?

Accepted Answer

Option B requires the customer to physically visit the retail store for a refund which involves an extra step and is not as seamless as the other options where the customer can obtain a refund or complete the order process online.

Quiz 2: The Sales Function and Multi-Sales Channels