Question 1

Russ Berry Company sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?", he has executed which stage of the selling process?

Accepted Answer

The answer of Russ Berry Company sells stuffed animals and...

Question 2

Formulating the sales plan involves three tasks: (1) setting objectives; (2) organizing the salesforce; and (3) __________.

Accepted Answer

The answer of Formulating the sales plan involves three tasks:...

Question 3

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. B refers to __________.

Accepted Answer

Sales plan implementation is one of the three interrelated functions in the sales management process, typically following sales plan formulation.

Question 4

The most basic of the three sales management functions is

Accepted Answer

The answer of The most basic of the three sales...

Question 5

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. Box A refers to __________.

Accepted Answer

Box A refers to "sales plan formulation," which is the initial step in the sales management process where strategies and objectives are developed.

Question 6

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 statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a sales plan. A sales plan outlines the goals, target customers, strategies, and tactics that salespeople will use to achieve their objectives.

Question 7

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 stage in the personal selling process that involves ensuring proper delivery and installation of the purchased item, and addressing any issues faced by the customer in using the item is the follow-up stage. This stage is important in building relationships with customers, ensuring their satisfaction with their purchase, and potentially generating repeat business.

Question 8

A representative from AT&T called Dr. Michaels after he switched to its new 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 a(n) __________ call.

Accepted Answer

This is a follow-up call since the representative is reaching out to Dr. Michaels after he switched to the new U-verse telephone system to ensure customer satisfaction and address any issues or questions.

Question 9

Formulating the sales plan involves three tasks: (1) __________; (2) organizing the salesforce; and (3) developing account management policies.

Accepted Answer

The answer of Formulating the sales plan involves three tasks:...

Question 10

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation; and (3) salesforce evaluation.

Accepted Answer

Sales management involves three functions: (1) sales plan formulation, which includes setting objectives, defining strategies, and creating a budget; (2) sales plan implementation, which includes executing the plan, coordinating resources, and controlling performance; and (3) salesforce evaluation, which includes measuring results, providing feedback, and making adjustments. While the other options listed are important components of sales management, they do not encompass all three functions.

Question 11

A sales plan refers to a

Accepted Answer

A sales plan refers to a statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed. It outlines the goals and objectives of the sales team, the target markets and customers, the sales strategies and tactics, as well as the resources and budget needed to achieve the desired outcomes. A sales plan provides a roadmap for the sales team to follow and helps to align their efforts with the overall business goals.

Question 12

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 is when the salesperson reaches out to the customer to see if they are satisfied with the product and address any concerns or issues they may have. This allows the salesperson to maintain a good relationship with the customer and potentially generate repeat business.

Question 13

-Figure 17-3 above depicts the sales management process that involves three interrelated functions. C refers to __________.

Accepted Answer

Salesforce evaluation is the process of assessing the performance of the sales team, which is a key function in the sales management process.

Question 14

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 __________ of that necessary to gain a sale from a new customer.

Accepted Answer

Research has shown that it takes approximately 50% of the cost and effort to obtain repeat sales from a satisfied customer compared to gaining a sale from a new customer. This is because satisfied customers are more likely to trust and have a positive perception of the brand, making it easier and less expensive to sell to them again. Therefore, follow-up with satisfied customers can lead to not only repeat sales but also a higher overall ROI.

Question 15

Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation.

Accepted Answer

Sales plan formulation is the first step in sales management, and salesforce evaluation is the final step. Therefore, the missing function must be sales plan implementation as it falls logically between the formulation and evaluation of a sales plan. Options A, B, D, and E are components of sales management, but they do not fit the missing slot in the given sequence.

Question 16

The final stage in the personal selling process is referred to as __________.

Accepted Answer

The final stage in the personal selling process is follow-up. This involves the salesperson making contact with the customer after the sale has been completed to ensure their satisfaction and to develop a long-term relationship. It is crucial for building customer loyalty and generating future sales. Choices A, B, C, and D are all stages that occur earlier in the sales process.

Question 17

All of the following are output-related sales objectives EXCEPT:

Accepted Answer

Number of sales calls is not an output-related sales objective, as it measures the input or effort put into the sales process, rather than the actual results or output achieved. The other options are all output-related sales objectives, as they directly measure the sales volume or revenue generated by the company.

Question 18

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

Accepted Answer

The tasks involved in the sales plan formulation stage of the sales management process are setting sales objectives, organizing the salesforce, and developing account management policies. Recruiting and selecting the salesforce, training the salesforce, and compensating the salesforce are tasks involved in the salesforce management stage. Developing, implementing, and evaluating account management policies are tasks involved in the account management stage. Organizing the salesforce, establishing quantitative assessment, and implementing follow-up are tasks involved in the salesforce operations stage. Setting motivational sales quotas and evaluating individual members of the salesforce are tasks involved in the salesforce performance evaluation stage.

Question 19

The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Accepted Answer

The sales objective given by the sales manager is specifically related to increasing sales volume, which is an output-related goal.

Question 20

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

Option B accurately reflects the two types of selling objectives - output-related objectives that focus on results like dollar or unit sales volume, new customers added, and profit, and input-related objectives that focus on activities like the number of sales calls and selling expenses. The other options are either too broad or not applicable. Option A is incorrect because outcome-related objectives are not the opposite of income-related objectives. Option C is incorrect because accounting-related objectives are not a type of selling objective. Option D is incorrect because customer-related and salesperson-related objectives are not mutually exclusive categories. Option E is incorrect because short-term and long-term are time-based objectives, not related to output or input.

Quiz 17: Personal Selling and Sales Management