Question 1

Figure 21-3
-As shown in Figure 21-3 above, Box C is the ________ stage in the personal selling process.

Accepted Answer

A)   approach
B)   close
C)   presentation
D)   prospecting
E)   follow-upF) D) and E)
G) A) and C)

Question 2

Which of these statements regarding salesforce compensation plans is most accurate?

Accepted Answer

A)   The most preferred compensation plan among salespeople is the straight commission plan.
B)   Nonmonetary rewards are not very effective as salesforce motivators.
C)   New recruits are often more productive than seasoned professionals.
D)   Ineffective practices often lead to costly salesforce turnovers.
E)   The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.F) A) and C)
G) A) and B)

Question 3

All of these are output-related sales objectives exceptwhich?

Accepted Answer

A)   unit sales
B)   profit
C)   number of new customers
D)   number of sales calls
E)   dollar salesF) B) and C)
G) A) and E)

Question 4

Yiting called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Accepted Answer

A)   interactive marketing.
B)   multichannel selling.
C)   outbound telemarketing.
D)   social networking.
E)   inbound telemarketing.F) B) and E)
G) A) and C)

Question 5

Russ Berry Co. is a company that makes gifts and collectibles. When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops. When she finds a retailer she knows is not carrying Russ products, she stops and makes a sales call. The company's sales rep uses ________ to find its prospects.

Accepted Answer

A)   stimulus-response selling
B)   order taking
C)   cold canvassing
D)   formula selling
E)   telemarketingF) B) and C)
G) C) and D)

Question 6

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Accepted Answer

A)   relationship marketing.
B)   team selling.
C)   personal selling.
D)   sales engineering.
E)   sales management.F) B) and E)
G) A) and D)

Question 7

Industry research shows that outside order getters, or field service representatives, spend 36 percent of their time selling, and another 15 percent is devoted to

Accepted Answer

A)   presentation preparation.
B)   travel.
C)   generating leads and researching customer accounts.
D)   administrative tasks like paperwork.
E)   training.F) A) and B)
G) A) and C)

Question 8

In conference selling,

Accepted Answer

A)   buyers and sellers meet through a technology-based forum (like telephone or videoconference calls)  because person-to-person meetings are too expensive.
B)   the sale has already been finalized but the buyer and seller meet to discuss delivery details.
C)   a salesperson and other company resource people meet with buyers to discuss problems and opportunities.
D)   a company team conducts an educational program for a customer's technical staff, describing state-of-the-art developments.
E)   a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, or Salesforce.com.F) None of the above
G) C) and D)

Question 9

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Accepted Answer

The need-satisfaction presentation forma...

Question 10

Diamond Line is a distributor of everything a florist needs to create a beautiful arrangement except the flowers. It sells to 10,000 flower and gift shops and 5,000 supermarkets nationwide. Each florist is called on four times a month and each supermarket is called on twice a month. Assume a 52-week calendar year and that each salesperson takes a four-week vacation. A sales call to a florist takes one hour, and a sales call to a supermarket takes two hours of selling time. An average salesperson spends 1,000 hours per year making sales calls. The number of salespeople Diamond Line needs to cover its account base is

Accepted Answer

A)   15.
B)   52.
C)   240.
D)   480.
E)   720.F) A) and E)
G) B) and E)

Question 11

Harry goes to the local Staples store to purchase a laptop. He asks many questions of the salesclerk, compares various models on display, and decides on the Sony Vaio. The salesperson then recommends to Harry that he purchase an extended warranty service contract for the computer. This is an example of

Accepted Answer

A)   inquiry selling.
B)   formula selling.
C)   method selling.
D)   suggestive selling.
E)   need-satisfaction selling.F) C) and E)
G) A) and E)

Question 12

Doug Ames sells Mercedes-Benz automobiles. While making his sales presentation to a newly qualified prospect, the prospect said, "Doug, I would really like to buy the car, but you know, the price of the automobile is just too high." In order to answer the prospect's objection, Ames responded, "Sir, you are correct. The price of the Mercedes-Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car, the high resale value of the car, and the dependability and prestige associated with the Mercedes-Benz brand. What technique did Ames use to handle the prospect's objection?

Accepted Answer

A)   the postpone technique
B)   the agree and neutralize technique
C)   the denial technique
D)   the accept the objection technique
E)   the acknowledge and convert techniqueF) None of the above
G) A) and D)

Question 13

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Accepted Answer

A)   order processing.
B)   order taking.
C)   customer value creation.
D)   relationship selling.
E)   partnership selling.F) A) and B)
G) B) and D)

Question 14

A sales quota is

Accepted Answer

A)   the ratio of sales calls made to actual sales closed.
B)   the minimum number of sales that must be made before a salesperson can be paid.
C)   the maximum threshold for satisfactory performance during an annual performance evaluation.
D)   the maximum number of sales that can be made before receiving a commission on sales.
E)   the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.F) B) and E)
G) C) and D)

Question 15

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

A)   urgency close
B)   follow-up
C)   assumptive close
D)   presentation
E)   postpurchase evaluationF) A) and E)
G) A) and B)

Question 16

In personal selling, the name of a person who may be a possible customer is referred to as

Accepted Answer

A)   an "A" list.
B)   a cold call.
C)   a lead.
D)   a prospect.
E)   a qualified prospect.F) A) and B)
G) B) and D)

Question 17

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as

Accepted Answer

A)   conference selling.
B)   team selling.
C)   seminar selling.
D)   outbound telemarketing.
E)   formula selling.F) None of the above
G) A) and E)

Question 18

Which of these statements regarding cold canvassing is most accurate?

Accepted Answer

A)   Currently, there are no federal regulations regarding cold canvassing.
B)   Finding a list to use for cold canvassing is its biggest challenge.
C)   Cold calling is the most common type of sales prospecting in Asia and Latin America.
D)   The majority of U.S. consumers consider cold canvassing an intrusion on their privacy.
E)   The Telephone Consumer Protection Act ensures the rights of telemarketers to call anyone listed in a public directory, whether they choose to be called or not.F) B) and D)
G) B) and E)

Question 19

The practice of using the telephone rather than personal visits to contact customers is referred to as

Accepted Answer

A)   missionary selling.
B)   outbound telemarketing.
C)   cold canvassing.
D)   inbound telemarketing.
E)   team selling.F) C) and D)
G) B) and E)

Question 20

"Everyone lives by selling something" was an observation made by

Accepted Answer

A)   Steve Jobs.
B)   Ralph Waldo Emerson.
C)   Donald Trump.
D)   Robert Louis Stevenson.
E)   Lindsey Smith.F) A) and C)
G) A) and E)

Exam 21: Implementing Interactive and Multi-Channel Marketing

A sales quota is

Correct Answer
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In conference selling,

Correct Answer
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Yiting called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Correct Answer
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A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as

Correct Answer
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Which of these statements regarding cold canvassing is most accurate?

Correct Answer
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The practice of using the telephone rather than personal visits to contact customers is referred to as

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Figure 21-3 -As shown in Figure 21-3 above, Box C is the ________ stage in the personal selling process.

Correct Answer
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In personal selling, the name of a person who may be a possible customer is referred to as

Correct Answer
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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.

Correct Answer
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"Everyone lives by selling something" was an observation made by

Correct Answer
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All of these are output-related sales objectives exceptwhich?

Correct Answer
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Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct Answer
verified

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Correct Answer
verified

Which of these statements regarding salesforce compensation plans is most accurate?

Correct Answer
verified

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct Answer
verified
The need-satisfaction presentation forma...
View Answer

Industry research shows that outside order getters, or field service representatives, spend 36 percent of their time selling, and another 15 percent is devoted to

Correct Answer
verified

Exam 21: Implementing Interactive and Multi-Channel Marketing

A sales quota is

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

In conference selling,

Correct AnswerverifiedShow Answer

Yiting called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of

Correct AnswerverifiedShow Answer

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as

Correct AnswerverifiedShow Answer

Which of these statements regarding cold canvassing is most accurate?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The practice of using the telephone rather than personal visits to contact customers is referred to as

Correct AnswerverifiedShow Answer

Figure 21-3 -As shown in Figure 21-3 above, Box C is the ________ stage in the personal selling process.

Correct AnswerverifiedShow Answer

In personal selling, the name of a person who may be a possible customer is referred to as

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

"Everyone lives by selling something" was an observation made by

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

All of these are output-related sales objectives exceptwhich?

Correct AnswerverifiedShow Answer

Planning the selling program and implementing and evaluating the personal selling effort of the firm is referred to as

Correct AnswerverifiedShow Answer

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as

Correct AnswerverifiedShow Answer

Which of these statements regarding salesforce compensation plans is most accurate?

Correct AnswerverifiedShow Answer

Describe the need-satisfaction presentation format. In the answer, include the two selling styles that are common with this format.

Correct AnswerverifiedThe need-satisfaction presentation forma...View AnswerShow Answer

Industry research shows that outside order getters, or field service representatives, spend 36 percent of their time selling, and another 15 percent is devoted to

Correct AnswerverifiedShow Answer

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The need-satisfaction presentation forma...
View Answer

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