Question 1

Alex has trouble closing sales with new customers but not with existing customers.What advice would you give Alex?

Accepted Answer

First,closing sales is often stressful,e...

Question 2

Mohinder sells small-business health insurance programs,working on straight commission.Closing the sale is an extremely stressful point in the selling process for him.If he does not close the sale,the most likely outcome will be

Accepted Answer

A)   his quota will be increased.
B)   he will generate no income.
C)   his quota will be lowered.
D)   his bonus will not exceed his commission.
E)   he will get a salary reduction.F) None of the above
G) B) and C)

Question 3

One of the disadvantages associated with personal selling is

Accepted Answer

A)   cold calling is easier than direct mail advertising.
B)   a salesperson often changes the message based on consumers' needs.
C)   it is expensive.
D)   it can be directed toward those customers with the highest potential.
E)   it is structured and finite.F) A) and B)
G) A) and C)

Question 4

While ethical and legal issues are associated with all aspects of marketing,personal selling presents unique issues because

Accepted Answer

A)   salespeople tend to be unethical.
B)   sales managers are the only people in most sales organizations who worry about ethics.
C)   salespeople interact directly with customers and are,therefore,more visible.
D)   laws regulating personal selling are detailed,complex,and often mistakenly ignored.
E)   customers tend to expect unethical behavior from salespeople.F) A) and B)
G) A) and C)

Question 5

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) All of the above
G) A) and E)

Question 6

What basic rule should be used in creating sales evaluation criteria?

Accepted Answer

Salespeople should be evaluate...

Question 7

Merl,an architect,made his presentation to the potential customer and handled objections.What does Merl need to do next,and why is this stage so stressful?

Accepted Answer

He needs to close the sale.Thi...

Question 8

Every Monday during the month of December,salespeople who had the highest sales the previous week participated in a package surprise,where each would receive a package containing either a $50 or a $100 bill.This short-term incentive is known as a

Accepted Answer

A)   sales contest.
B)   bonus.
C)   commission.
D)   salary.
E)   rebate.F) A) and B)
G) A) and E)

Question 9

__________ is a method of prospecting in which salespeople telephone or visit potential customers without appointments.

Accepted Answer

A)   Qualified lead calling
B)   Integrated sales support
C)   Relationship selling
D)   Cold calling
E)   Role reversal sellingF) None of the above
G) A) and B)

Question 10

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette's buying mode,most likely began with the __________ stage of the selling process.

Accepted Answer

A)   generate leads
B)   preapproach
C)   closing the sale
D)   follow-up
E)   sales presentationF) C) and D)
G) D) and E)

Question 11

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

Accepted Answer

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

Question 12

Warren is debating between spending the money needed to hire a sales force and using advertising and promotion to sell his products.What benefits of hiring a sales force will Warren weigh in his decision?

Accepted Answer

Warren will consider the fact ...

Question 13

Since Al's Auto Parts had trouble with its windshield wiper manufacturer in the past,it is requesting a guarantee from the company before it will place another order.Which of the service quality dimensions is being addressed in this scenario?

Accepted Answer

A)   ethics
B)   assurance
C)   tangibles
D)   responsiveness
E)   empathyF) None of the above
G) C) and D)

Question 14

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 15

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale.Salespeople can learn when to close the sale by

Accepted Answer

A)   listening to customers and paying attention to their body language.
B)   keeping accurate records regarding how long it took to close sales in the past.
C)   asking sales personnel to estimate the average time before customers are ready to close.
D)   using the same selling process for all customers.
E)   monitoring and mimicking the closing process used by their sales managers.F) C) and D)
G) A) and C)

Question 16

Von told the sales rep he wasn't buying his product because it cost too much.In terms of the personal selling process this is called

Accepted Answer

A)   an excuse.
B)   a ruse.
C)   a reservation.
D)   a rebuttal.
E)   a rebuff.F) C) and D)
G) A) and E)

Question 17

All of the following are service quality dimensions related to follow-up except

Accepted Answer

A)   ethics.
B)   reliability.
C)   tangibles.
D)   responsiveness.
E)   empathy.F) None of the above
G) A) and E)

Question 18

What is relationship selling?

Accepted Answer

It is a sales philosophy and p...

Question 19

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica should use __________ as a first source of leads.

Accepted Answer

A)   current customers
B)   chamber of commerce gatherings
C)   trade shows
D)   census data
E)   competitor databasesF) B) and C)
G) B) and D)

Question 20

Taylor loves the lifestyle associated with being a salesperson,allowing her to take a day off during the week and making it up on the weekend.She most likely values the __________ associated with creating her own schedule.

Accepted Answer

A)   structure
B)   rigidity
C)   flexibility
D)   selling team approach
E)   compensationF) C) and E)
G) B) and E)

Exam 19: Personal Selling and Sales Management

Alex has trouble closing sales with new customers but not with existing customers.What advice would you give Alex?

Correct AnswerverifiedFirst,closing sales is often stressful,e...View AnswerShow Answer

Merl,an architect,made his presentation to the potential customer and handled objections.What does Merl need to do next,and why is this stage so stressful?

Correct AnswerverifiedHe needs to close the sale.Thi...View AnswerShow Answer

What is relationship selling?

Correct AnswerverifiedIt is a sales philosophy and p...View AnswerShow Answer

Every Monday during the month of December,salespeople who had the highest sales the previous week participated in a package surprise,where each would receive a package containing either a $50 or a $100 bill.This short-term incentive is known as a

Correct AnswerverifiedShow Answer

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale.Salespeople can learn when to close the sale by

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

Bridgette went to the Gap ready to buy a new shirt,but was not sure which color or style she wanted.The sales representative,sensing Bridgette's buying mode,most likely began with the __________ stage of the selling process.

Correct AnswerverifiedShow Answer

Von told the sales rep he wasn't buying his product because it cost too much.In terms of the personal selling process this is called

Correct AnswerverifiedShow Answer

What basic rule should be used in creating sales evaluation criteria?

Correct AnswerverifiedSalespeople should be evaluate...View AnswerShow 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

While ethical and legal issues are associated with all aspects of marketing,personal selling presents unique issues because

Correct AnswerverifiedShow Answer

Mohinder sells small-business health insurance programs,working on straight commission.Closing the sale is an extremely stressful point in the selling process for him.If he does not close the sale,the most likely outcome will be

Correct AnswerverifiedShow Answer

__________ is a method of prospecting in which salespeople telephone or visit potential customers without appointments.

Correct AnswerverifiedShow Answer

Warren is debating between spending the money needed to hire a sales force and using advertising and promotion to sell his products.What benefits of hiring a sales force will Warren weigh in his decision?

Correct AnswerverifiedWarren will consider the fact ...View AnswerShow Answer

One of the disadvantages associated with personal selling is

Correct AnswerverifiedShow Answer

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

Correct AnswerverifiedShow Answer

Since Al's Auto Parts had trouble with its windshield wiper manufacturer in the past,it is requesting a guarantee from the company before it will place another order.Which of the service quality dimensions is being addressed in this scenario?

Correct AnswerverifiedShow Answer

All of the following are service quality dimensions related to follow-up except

Correct AnswerverifiedShow Answer

Taylor loves the lifestyle associated with being a salesperson,allowing her to take a day off during the week and making it up on the weekend.She most likely values the __________ associated with creating her own schedule.

Correct AnswerverifiedShow Answer

Several months ago,Veronica took over the sales territory managed by a very successful salesperson.Veronica should use __________ as a first source of leads.

Correct AnswerverifiedShow Answer

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First,closing sales is often stressful,e...
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He needs to close the sale.Thi...
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It is a sales philosophy and p...
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Salespeople should be evaluate...
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Warren will consider the fact ...
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