Question 1

The best way to avoid post-sale problems is to contact customers right after they take possession of their products.

Accepted Answer

A) True 
 B)False

Question 2

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year.He needs to convey __________,guaranteeing his work in writing.

Accepted Answer

A)   reliability
B)   responsiveness
C)   assurance
D)   empathy
E)   tangiblesF) C) and D)
G) A) and E)

Question 3

One reason why B2B salespeople spend considerable time qualifying potential customers is because:

Accepted Answer

A)   they want to have absolutely everything in order before approaching a potential customer.
B)   it can be costly to prepare and make a presentation to a business customer.
C)   too many business buyers at trade shows are really people from competing firms trying to obtain competitive information.
D)   independent agents get the best leads; the company sales representatives need to work harder.
E)   all of these.F) B) and C)
G) A) and E)

Question 4

__________ involves the planning,direction and control of personal selling activities.This includes recruiting,selecting,training,motivating,compensating and evaluating as they apply to the sales force.

Accepted Answer

A)   Sales management
B)   Marketing management
C)   Cold calling
D)   Selling in teams
E)   Relationship sellingF) C) and D)
G) B) and E)

Question 5

Why are nonfinancial rewards important?

Accepted Answer

Sales representatives are motivated by d...

Question 6

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do to help to ensure customer satisfaction?

Accepted Answer

Frank should call a ...

Question 7

Personal selling can take place in all of the following situations EXCEPT:

Accepted Answer

A)   face-to-face.
B)   over the Internet.
C)   by telephone.
D)   through the newspaper.
E)   video teleconferencing.F) A) and B)
G) D) and E)

Question 8

You are offered a sales position and given a choice of salary plus a small commission or straight commission.What are the advantages and disadvantages of each?

Accepted Answer

Salary plus a small commission provides ...

Question 9

One of the benefits of careers in sales is flexibility in scheduling.

Accepted Answer

A) True 
 B)False

Question 10

Often,inexperienced salespeople mistakenly believe that during the sales call,they should:

Accepted Answer

A)   listen carefully to the customer.
B)   pay attention to body language.
C)   note the office environment.
D)   act positively.
E)   do all the talking.F) C) and E)
G) C) and D)

Question 11

Although a sales representative may skip a step in the Personal Selling Process,or might sometimes have to go back and repeat steps,there is a logic in the sequence.Which of the following would NOT be appropriate in the Personal Selling Process?

Accepted Answer

A)   Before a salesperson can work through the preapproach,leads must be qualified.
B)   The customer's reservations must be addressed before closing the sale.
C)   Closing the sale is the final--and most satisfying--part of the process.
D)   Carefully working through the preapproach will make the next step--the sales presentation--more effective and efficient.
E)   Follow-up may include additional sales for the representative.F) B) and E)
G) D) and E)

Question 12

What kinds of ethical problems can be created by corporate policies?

Accepted Answer

Sales reps may be asked to sell a produc...

Question 13

In the selling process,the saying "It ain't over till it's over" refers to the __________ stage of the process.

Accepted Answer

A)   generating and qualifying leads
B)   preapproach
C)   sales presentation
D)   closing the sale
E)   follow-upF) B) and E)
G) C) and D)

Question 14

During the preapproach stage,a salesperson usually conducts additional research about prospects and:

Accepted Answer

A)   assists the prospect through the buying process.
B)   decides what role to play during the handling reservations stage.
C)   develops plans for meeting with the customer.
D)   offers initial concessions to gain the sale.
E)   determines which of the customer's buying support team need to be present at the sales presentation.F) A) and E)
G) B) and D)

Question 15

If it is a company's policy to intentionally mislead potential customers about some aspect of a product,a sales rep that carries out this policy by misleading the customer can be held legally accountable.

Accepted Answer

A) True 
 B)False

Question 16

Retail salespeople should not __________ and assume that a person in the store cannot afford to purchase the store's products based on appearances.

Accepted Answer

A)   assume Murphy's Law is true
B)   "run for the roses"
C)   "judge a book by its cover"
D)   "let sleeping dogs lie"
E)   attempt to "keep up with the Jones"F) B) and C)
G) A) and B)

Question 17

Ethical and legal issues in personal selling can arise in:

Accepted Answer

A)   relationships between the sales manager and the sales force.
B)   inconsistency between corporate policies and salespeople's personal ethics.
C)   ethical issues when salespeople interact with customers.
D)   legal issues when salespeople interact with customers.
E)   all of these.F) A) and E)
G) A) and C)

Question 18

Sue spends much of her time checking inventories,processing straight rebuys,and making sure that everything is going smoothly.Sue is primarily a(n) :

Accepted Answer

A)   business development specialist.
B)   caretaker rep.
C)   order getter.
D)   order taker.
E)   sales support rep.F) B) and D)
G) A) and C)

Question 19

Like any effective salesperson,Tiffany walks into a customer's office,shakes hands,looks the customer in the eye,and smiles.After exchanging pleasantries,Tiffany will try to create interest in her company's product.Tiffany will likely __________ to adapt or customize her presentation to match the customer's needs.

Accepted Answer

A)   use a hypothetical situation
B)   ask a series of questions
C)   examine the customer's office
D)   make a variety of assumptions
E)   refer to past successesF) A) and B)
G) B) and D)

Question 20

Taylor loves the lifestyle associated with being a salesperson.She particularly values the __________ associated with creating her own schedule.

Accepted Answer

A)   structure
B)   role playing
C)   flexibility
D)   selling team approach
E)   all of theseF) B) and D)
G) All of the above

Exam 18: Personal Selling and Sales Management

Although a sales representative may skip a step in the Personal Selling Process,or might sometimes have to go back and repeat steps,there is a logic in the sequence.Which of the following would NOT be appropriate in the Personal Selling Process?

Correct Answer
verified

If it is a company's policy to intentionally mislead potential customers about some aspect of a product,a sales rep that carries out this policy by misleading the customer can be held legally accountable.

Correct Answer
verified

During the preapproach stage,a salesperson usually conducts additional research about prospects and:

Correct Answer
verified

One reason why B2B salespeople spend considerable time qualifying potential customers is because:

Correct Answer
verified

__________ involves the planning,direction and control of personal selling activities.This includes recruiting,selecting,training,motivating,compensating and evaluating as they apply to the sales force.

Correct Answer
verified

The best way to avoid post-sale problems is to contact customers right after they take possession of their products.

Correct Answer
verified

Sue spends much of her time checking inventories,processing straight rebuys,and making sure that everything is going smoothly.Sue is primarily a(n) :

Correct Answer
verified

Why are nonfinancial rewards important?

Correct Answer
verified
Sales representatives are motivated by d...
View Answer

In the selling process,the saying "It ain't over till it's over" refers to the __________ stage of the process.

Correct Answer
verified

Retail salespeople should not __________ and assume that a person in the store cannot afford to purchase the store's products based on appearances.

Correct Answer
verified

Personal selling can take place in all of the following situations EXCEPT:

Correct Answer
verified

Often,inexperienced salespeople mistakenly believe that during the sales call,they should:

Correct Answer
verified

You are offered a sales position and given a choice of salary plus a small commission or straight commission.What are the advantages and disadvantages of each?

Correct Answer
verified
Salary plus a small commission provides ...
View Answer

Correct Answer
verified

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year.He needs to convey __________,guaranteeing his work in writing.

Correct Answer
verified

One of the benefits of careers in sales is flexibility in scheduling.

Correct Answer
verified

Ethical and legal issues in personal selling can arise in:

Correct Answer
verified

What kinds of ethical problems can be created by corporate policies?

Correct Answer
verified
Sales reps may be asked to sell a produc...
View Answer

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do to help to ensure customer satisfaction?

Correct Answer
verified
Frank should call a ...
View Answer

Taylor loves the lifestyle associated with being a salesperson.She particularly values the __________ associated with creating her own schedule.

Correct Answer
verified

Exam 18: Personal Selling and Sales Management

Although a sales representative may skip a step in the Personal Selling Process,or might sometimes have to go back and repeat steps,there is a logic in the sequence.Which of the following would NOT be appropriate in the Personal Selling Process?

Correct AnswerverifiedShow Answer

If it is a company's policy to intentionally mislead potential customers about some aspect of a product,a sales rep that carries out this policy by misleading the customer can be held legally accountable.

Correct AnswerverifiedShow Answer

During the preapproach stage,a salesperson usually conducts additional research about prospects and:

Correct AnswerverifiedShow Answer

One reason why B2B salespeople spend considerable time qualifying potential customers is because:

Correct AnswerverifiedShow Answer

__________ involves the planning,direction and control of personal selling activities.This includes recruiting,selecting,training,motivating,compensating and evaluating as they apply to the sales force.

Correct AnswerverifiedShow Answer

The best way to avoid post-sale problems is to contact customers right after they take possession of their products.

Correct AnswerverifiedShow Answer

Sue spends much of her time checking inventories,processing straight rebuys,and making sure that everything is going smoothly.Sue is primarily a(n) :

Correct AnswerverifiedShow Answer

Why are nonfinancial rewards important?

Correct AnswerverifiedSales representatives are motivated by d...View AnswerShow Answer

In the selling process,the saying "It ain't over till it's over" refers to the __________ stage of the process.

Correct AnswerverifiedShow Answer

Retail salespeople should not __________ and assume that a person in the store cannot afford to purchase the store's products based on appearances.

Correct AnswerverifiedShow Answer

Personal selling can take place in all of the following situations EXCEPT:

Correct AnswerverifiedShow Answer

Often,inexperienced salespeople mistakenly believe that during the sales call,they should:

Correct AnswerverifiedShow Answer

You are offered a sales position and given a choice of salary plus a small commission or straight commission.What are the advantages and disadvantages of each?

Correct AnswerverifiedSalary plus a small commission provides ...View AnswerShow Answer

Correct AnswerverifiedShow Answer

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year.He needs to convey __________,guaranteeing his work in writing.

Correct AnswerverifiedShow Answer

One of the benefits of careers in sales is flexibility in scheduling.

Correct AnswerverifiedShow Answer

Ethical and legal issues in personal selling can arise in:

Correct AnswerverifiedShow Answer

What kinds of ethical problems can be created by corporate policies?

Correct AnswerverifiedSales reps may be asked to sell a produc...View AnswerShow Answer

After installing a new HVAC system,what should Frank's Heating & Air Conditioning do to help to ensure customer satisfaction?

Correct AnswerverifiedFrank should call a ...View AnswerShow Answer

Taylor loves the lifestyle associated with being a salesperson.She particularly values the __________ associated with creating her own schedule.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Sales representatives are motivated by d...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Salary plus a small commission provides ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Sales reps may be asked to sell a produc...
View Answer

Correct Answer
verified
Frank should call a ...
View Answer

Correct Answer
verified