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Exam 19: Personal Selling and Sales Management

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Question 21

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Kyle is preparing for an important sales presentation.He knows that customers are more likely to ___________ during his presentation than during other stages of the selling process.

A) be identified as qualified leads
B) agree with everything he says
C) raise objections
D) offer advice
E) return unacceptable merchandise

F) A) and E)
G) C) and D)

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Question 22

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When Motorola first entered the Mexican marketplace,the company wanted direct control of salespeople in major urban markets but was not as concerned about control in less populated areas of the country.Motorola probably used _____________ in major urban areas and ______________ in less populated areas of Mexico.

A) a company sales force; manufacturer's reps
B) manufacturer's reps; customer relationships
C) manufacturer's reps; a company sales force
D) independent agents; manufacturer's reps
E) order takers; selling teams

F) A) and E)
G) C) and E)

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Question 23

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Most marketing executives believe that salespeople are born,not made.

Whether or not a salesperson will go through all five steps of the selling process depends on the sales situation and

Getting a commitment from the customer to purchase your product is also known as

Miles worked selling products to industrial users,and he spent most of his time working on customers' new buy and modified new buy situations.Miles was primarily a(n)

Ethical and legal issues are likely to arise between the sales force and corporate policy when the salespeople become conflicted between doing what they believe is ethical and what their company asks them to do in order to make a sale.

Often the best way to handle customers' reservations is to relax,listen,and

Describe the objective and subjective ways that can be used to evaluate a salesperson's performance.When should each be used?

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

Fred really wanted the sales position and he was qualified,but the hiring manager didn't think men could sell hair products,so she decided to hire a less-qualified woman instead.Is this legal?

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

Personal selling can take place in all of the following situations except

One of the advantages of personal selling over other types of marketing communication is that

As marketing manager for a newly created software company,Katrina is deciding whether or not to hire a company sales force.To make this decision,Katrina needs to consider whether or not

David has been a star representative and has personally serviced and developed all his accounts.Recently,however,David's firm has grown steadily and the company's products and systems have become more and more complicated.In the past year or so,David and his sales colleagues have been changing their approach due to the sales growth and increasing product complexity.Customer relationships are now being handled more and more by __________,which is typical of firms experiencing this kind of growth.

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

Arden,a sales manager for a Best Buy electronics store,is putting together a training seminar for his sales force.He wants to use the five dimensions of service quality to emphasize the importance of follow-up in the selling process.Create an example of each of the five service quality dimensions that Arden could use in training his Best Buy sales staff.

Jobs in sales are among the highest-paying careers for college graduates.

Effective salespeople anticipate and handle