BUSML 3250 Chapter 16

In which of the following steps of the selling process is a salesperson most likely to meet the customer for the first​ time? Closing Preapproach Approach Prospecting follow-up

Approach

Ultra Tech​ Inc., a company manufacturing gardening​ tools, has decided to switch to a territorial sales force structure. Which of the following benefits is the company most likely to gain as a result of this​ decision? Each salesperson would be assigned to sell a single product in which​ he/she specializes. The cost of training new recruits would be eliminated. An increased focus on​ short-term customer relationships would boost local sales of specialized products. As each salesperson travels within a limited geographic​ area, travel expenses would decline. The capacity for mass production of a wide range of products would significantly increase.

As each salesperson travels within a limited geographic area, travel expenses would decline

​________ refers to the sales step in which a salesperson asks the customer for an order. Approach Prospecting Handling objections Demonstration Closing

Closing

​________ refers to a practice in which salespeople drop in unannounced on various offices. Cold calling Value selling Direct marketing Niche marketing Hybrid selling

Cold calling

Apple has organized its sales force with separate staffs serving the​ consumer, another serving new​ customers, a third addressing the B2B​ market, and a small staff serving the industrial market. What approach to sales force structure is Apple​ using? Product sales force structure Market share sales force structure Profitability level sales force structure Customer​ (or market) sales force structure Territorial sales force structure

Customer (or market) sales force structure

In the ____________, separate sales forces are set up for different industries.

Customer sales force structure

In the​ ________, separate sales forces are set up for different industries. digital marketing system territorial sales force structure customer sales force structure geographical operations system product sales force structure

Customer sales force structure

Which of the following factors has most likely contributed to the rapid growth of sales​ promotion, particularly in consumer​ markets? declining advertising efficiency rising hostility toward large firms increasing number of international firms declining interest in quality increasing popularity of​ e-procurement

Declining advertising efficiency

Which of the following is a primary reason that companies use e-learning to conduct sales training programs? Sales training programs that do not use e-learning are mostly ineffective Customer needs and habits can be unambiguously conveyed through online training programs E-learning is the best way to simulate real-life sales calls E-learning eliminates employee attrition E-learning cuts travel and training costs

E-learning cuts travel and training costs

Which of the following is the last step in the selling process? Demonstration Follow-up Qualifying Approach Handling objections

Follow-up

Robin works in a manufacturing company in Ohio. She sells products and handles customer requests via the​ company's online live chat feature. In her​ company, Robin is most likely a part of the​ ________. operations management team inside sales force product designing team outside sales force executive management

Inside Sales Force

A​ five-foot high cardboard display of Terry the polar​ bear, mascot of​ Terry's protein​ shake, next to the shelf containing​ Terry's products in a supermarket is an example of​ a(n) ________. advertising specialty business promotion ​point-of-purchase promotion sample rebate

Point-of-purchase promotion

Melissa Price is a member of the sales force at Urban​ Fashions, a​ Houston-based manufacturer of​ women's apparel. Melissa is preparing for a first meeting with a wholesaler who is a potential customer. She is learning as much as she can about her prospect and his organization. Melissa is in the​ ________ step of the personal selling process. preapproach ​follow-up qualifying demonstration prospecting

Preapproach

During the​ ________ step of the selling​ process, the salesperson tells the value story to the​ buyer, showing how the​ company's product or service solves the​ customer's problems. ​ follow-up presentation preapproach prospecting closing

Presentation

What is the first step in the personal selling process?

Prospecting and qualifying

During the prospecting stage, a salesperson needs to identify the good leads and screen out the poor ones through a process known as?

Qualifying

​________ are like coupons except that the price reduction occurs after the purchase rather than at the retail outlet. Promotional products Samples Price packs Rebates Premiums

Rebates

Order takers might simply answer the phone and enter​ customers' orders. In​ contrast, order getters in the selling process have a much more complicated​ job, which involves creative​ selling, social​ selling, and​ ________. Developing the appropriate advertising for the target Profits taking Making non personal communications with customers Relationship building Pulling products through the channels of distribution

Relationship Building

​________ consists of​ short-term incentives to encourage the purchase of a product or service. Benchmarking Conditional sale Sales promotion Value selling Advertising

Sales promotion

A company grouped its accounts into different classes according to size, account status, or other factors related to the amount of effort required to maintain the account. It then determined the number of salespeople needed to call on each class of accounts the desired number of times. What approach did the firm use to determine the sales force size it needed? Customer approach Territory approach Workload approach Product approach Market approach

Workload approach

If a company​ ________, it should adopt a product sales force​ structure, in which the sales force specializes along product lines. has numerous and complex products lacks salespeople with superior technical​ know-how maintains that product specialization is counter productive manufactures a small number of simple products specializes in a single product

Has numerous and complex products

Which of the following would most likely improve coordination between marketing and​ sales? Salespeople should directly participate in the development of new products. The marketing and the sales departments should conduct annual job rotations. Marketing managers should field test new promotion strategies before the sales team. The sales force should strategize promotional strategies and be the primary decision makers about marketing. Salespeople should participate in marketing planning sessions by sharing firsthand customer knowledge.

Salespeople should participate in marketing planning sessions by sharing firsthand customer knowledge

Which of the following is the most effective — but most expensive —way to introduce a new product or create new excitement for an existing​ one? coupons cash refunds cents-off deals satisficing sampling

Sampling

Which of the following is the best way for a company to increase selling​ time? implementing​ high-commission plans implementing mass customization simplifying administrative duties sharing less information with customers reducing the number of customers

Simplifying administrative duties

Sales promotion tools are used by most​ organizations, including​ manufacturers, distributors,​ retailers, and​ not-for-profit institutions. Which of the following entities is typically outside the realm of the sales promotion​ targets? Business customers Retailers and wholesalers Members of the sales force Final buyers Suppliers

Suppliers

Happy Pet is a large pet food company that has convinced the retailers and the wholesalers of the New England area to resell its products. Happy Pet promises to reimburse the advertising costs to its retailers and wholesalers for advertising its products. This is an example of a​ ________. price pack advertising specialty ​point-of-purchase promotion trade promotion sweepstake

Trade promotion

​________ refer to sales promotion tools used to persuade resellers to carry a​ brand, give it shelf​ space, promote it in​ advertising, and push it to consumers. Events Frequency marketing programs Trade promotions ​Point-of-purchase promotions Coupons and inserts

Trade promotions

________ refers to the standard that establishes the amount each salesperson should sell and how sales should be divided among the​ company's products. A bill of sale Prospecting A sales quota Conditional sale satisfying

A sales quota

​A(n) ________ is a written representation of a​ salesperson's completed activities. contract of sale sales quotation call report bill of sale tender

Call report

After successfully overcoming a potential customer's objection to buying the vacuum cleaner he was selling, Terrence, a salesperson, asked the customer for an order. Terrence is in the __________ stage of the selling process. Preapproach Prospecting Follow-up Approach Closing

Closing

Trade shows most likely help companies to​ ________. reduce the inside sales force shorten the selling process trim overhead costs maximize productivity find new sales leads

Find new sales leads

Right after​ closing, Joshua, a senior sales manager at Halcyon Technologies called up the customer to ensure that she was satisfied with​ Halcyon's products. By calling the​ customer, Joshua also wanted to ensure repeat business. In this​ instance, Joshua is in the​ ________ stage of the selling process. handling objections ​follow-up closing preapproach Prospecting

Follow-up

Which of the following steps in the selling process is most focused on ensuring customer satisfaction and repeat business? Preapproach Follow-up Handling objections Demonstration Qualifying prospects

Follow-up

Monty​ Boyd, an account​ manager, travels frequently on West Coast Airlines. Monty earns points for every mile he​ flies, and he will soon have enough points to receive a free airline ticket. West Coast Airlines is attempting to build a strong customer relationship with Monty through a​ __________

Frequency marketing program

Before calling on a​ prospect, the salesperson should learn as much as possible about the organization and its buyers. This step is known as​ ________. approach preapproach closing presentation prospecting

Preapproach

Which of the following best explains why companies are adopting the team selling approach to service​ large, complex​ accounts? Team selling facilitates the evaluation of individual contributions. Products have become too complicated for one salesperson to handle a large​ company's needs. With team​ selling, companies are not required to train the outside sales force any longer. Customers prefer dealing with many salespeople rather than one sales representative. Job​ rotation, an integral part of team​ selling, keeps workers motivated and boosts their morale.

Products have become too complicated for one salesperson to handle a large company's needs

_________ are useful articles imprinted with an advertiser's name, logo, or message that are given as gifts to consumers. Premiums Cents-off deals Promotional products Sweepstakes Rebates

Promotional products

Amanda Perkins is a senior sales manager in Arlington Steelworks. As the customer base of her company has grown larger and more demanding over the last few​ years, Amanda insists on​ ________, or using groups of people from various departments such as​ sales, technical​ support, engineering, and even upper management to service complex accounts. E-procurement Team selling Observational research Cross selling Vendor screening

Team selling

In the _________, each salesperson is assigned to an exclusive geographic area and sells the company's full line of products or services to all customers in that region. Geographical operations system Territorial sales force structure Customer sales force structure Product sales force structure Digital marketing system

Territorial sales force structure