BUS 360 Ch. 19 Quiz

empathy

A desirable personal trait of good salespeople is _____, where they care about their customers, their issues, and their problems. (Good salespeople must have empathy; they should care about their customers, their issues, and their problems.)

order getter.

A salesperson whose primary responsibilities are identifying potential customers and engaging those customers in discussions to attempt to make a sale is called a(n) (An order getter is a salesperson whose primary responsibilities are identifying potential customers and engaging those customers in discussions to attempt to make a sale.)

order taker

A(n) _____ is a salesperson whose primary responsibility is to process routine orders, reorders, or rebuys for products. (An order taker is a salesperson whose primary responsibility is to process routine orders, reorders, or rebuys for products.)

It features variety and flexibility.

According to your text, which of the following is a reason why many people enjoy personal selling as a career? (The variety of personal selling attracts many people to the profession. Every day is different, bringing different clients and customers, often in a variety of places. Salespeople tend to be responsible for planning their own day; this flexibility translates into an easier balance between work and family.)

At the beginning of the sales presentation

According to your text, which of the following may be the most important part of the entire selling process as it allows the salesperson to establish exactly where the customer is in his or her buying process? (During the first part of the sales meeting, the salesperson needs to get to know the customer, get his or her attention, and create interest in the presentation to follow. The beginning of the presentation may be the most important part of the entire selling process, because it is when the salesperson establishes exactly where the customer is in his or her buying process.)

preapproach

After the salesperson has learned about the customer during the qualification stage, in the _____ step additional research is conducted and plans are made for meeting with the customer. (Although the salesperson has learned about the customer during the qualification stage, in the preapproach step he or she must conduct additional research and develop plans for meeting with the customer.)

sales presentation.

Although reservations on the part of the buyer can arise during each stage of the selling process, they are very likely to occur during the (Although reservations can arise during each stage of the selling process, they are very likely to occur during the sales presentation.)

Assurance

During the follow-up stage, which service quality dimension is being addressed when customers are given adequate guarantees that their purchases will perform as expected? (Customers must be assured through adequate guarantees that their purchases will perform as expected. This is the service quality dimension known as assurance.)

age

Equal employment opportunity laws make it unlawful to discriminate against a person in hiring, promotion, or firing because of race, religion, nationality, sex, or (Under equal employment opportunity laws, it is unlawful to discriminate against a person in hiring, promotion, or firing due to race, religion, nationality, sex, or age.)

lead qualification.

Evaluating a list of prospective customers and assessing their potential to purchase a product is called (After a list of potential customers has been generated, they must be qualified—assessed for their potential to purchase a product.)

The insurance company and the salesperson

If an insurance company encourages its salespeople to intentionally mislead potential customers about damage from flooding due to hurricane damage, who could be susceptible to legal action for the deceptive practice? (If a homeowner asks if the home is above the floodplain or whether water damage from flooding is covered by the policy, and it is company policy to intentionally mislead potential customers, both the salesperson and the insurance company could be susceptible to legal action.)

Resilience

Jack attempted to close a sale with a new customer. Unfortunately, the customer did not purchase anything from Jack; however, he learned some valuable information about this customer and is determined to continue calling on him until he finally does get a sale. Which personality trait is Jack most likely exhibiting? (Good salespeople are resilient; they don't easily take no for an answer, and they keep coming back until they get a yes.)

Speaking skills

Managers and sales experts have identified each of the following personal traits as most important when recruiting salespeople. Which of the following is not one of those traits? (Managers and sales experts have identified each of the following personal traits as most important when recruiting salespeople: personality, optimism, empathy, resilience, and self-motivation.)

lead by example

Most important in dealing with ethical and legal issues between the customer and the salesperson is for sales managers to (It is most important for sales managers to lead by example. If managers are known to cut ethical corners in their dealings with customers, it shouldn't surprise them when their salespeople do the same.)

consistently lowering prices below competitors

Personal selling adds value in each of the following ways except by (Personal selling adds value by educating customers and providing advice, saving the customer time, making things easier for customers, and building long-term strategic relationships with customers.)

Generate and qualify leads

Salespeople who already have an established relationship with a customer will skip this step; it is not used extensively in retail settings, but it is in B2B situations. (Salespeople who already have an established relationship with a customer will skip the step of generating and qualifying leads, and it is not used extensively in retail settings. In B2B situations, however, it is important to work continually to find new and potentially profitable customers.)

manufacturer's reps.

Salespeople who sell a manufacturer's products on an extended contract basis but are not employees of the manufacturer are known as (Manufacturer's reps are salespeople who sell a manufacturer's products on an extended contract basis but are not employees of the manufacturer. They are compensated by commissions and do not take ownership or physical possession of the merchandise.)

follow-up

The _____ offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. (The attitudes customers develop after the sale become the basis for how they purchase in the future. The follow-up, therefore, offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality.)

closing the sale

The _____ step in the selling process is often stressful for salespeople, since one of the possible outcomes is that the salesperson goes away empty-handed. (Without a successful close, the salesperson goes away empty-handed, so many salespeople find this part of the sales process very stressful. Although losing a sale is never pleasant, salespeople who are involved in a relationship with their customers must view any particular sales presentation as part of the progression toward ultimately making the sale.)

trade

The annual International Consumer Electronics Show (CES) in Las Vegas is an example of a(n) _____ show, which is an event attended by buyers who choose to be exposed to products and services offered by potential suppliers in an industry. (A trade show is an event attended by buyers who choose to be exposed to products and services offered by potential suppliers in an industry.)

sales management.

The planning, direction, and control of personal selling activities, including recruiting, selecting, training, motivating, compensating, and evaluating, as they apply to the sales force is part and parcel of (Sales management involves the planning, direction, and control of personal selling activities, including recruiting, selecting, training, motivating, compensating, and evaluating, as they apply to the sales force.)

relationship

The sales philosophy and process that emphasizes a commitment to maintaining customer relationships over the long term and investing in opportunities that are mutually beneficial to all parties is known as _______ selling. (Relationship-oriented salespeople work with their customers to find mutually beneficial solutions to their wants and needs. This is the essence of relationship selling.)

information

To maintain trustworthy customer relationships, companies must take care that they respect the _____ comfort zone—that is, the amount of information a customer feels comfortable providing. (To maintain trustworthy customer relationships, companies must take care that they respect the information comfort zone—that is, the amount of information a customer feels comfortable providing.)

sales support personnel.

When Best Buy customers experience computer problems, the company offers its Geek Squad for door-to-door service as well as in-store assistance. The Geek Squad fulfills the role of (Sales support personnel enhance and help with the overall selling effort. For example, if a Best Buy customer begins to experience computer problems, the company has a Geek Squad door-to-door service as well as support in the store.)

providing information and advice.

When UPS decides to add to its fleet of planes, Boeing's sales team can address technical aspects of its new aircraft as well as assist in the economic justification for the purchase. In this way, Boeing adds value most directly by (When UPS invests in a new fleet of airplanes, it benefits from Boeing's selling team because the team can provide UPS with the technical aspects of the aircraft, as well as the economic justification for the purchase. Salespeople can be invaluable in terms of the information they can provide.)

Saving time and simplify buying

When the National Association of Realtors's national awareness campaign emphasizes that realtors know how to more efficiently market a client's property than an owner can by himself, it is highlighting which value of personal selling? (The National Association of Realtors's national awareness campaign is highlighting the fact that they can save time and simplify buying. The realtor can more efficiently and effectively do a market analysis, take care of the legal aspects of the contract, and generally bring in qualified buyers based on his or her training and experience.)

Commission

Which of the following is a form of salesperson compensation whereby payment is based on sales volume or profitability? (A commission is financial compensation paid as a percentage of a salesperson's sales volume or profitability.)

Awards

Which of the following is an effective form of nonfinancial compensation provided to salespeople? (Awards, plaques, pens, rings, and free trips or days off are all effective nonfinancial rewards.)

Cold calling

_____ is a method of prospecting where salespeople telephone or go to see potential customers without appointments. (Cold calls are a method of prospecting in which sales people telephone or go to see potential customers without appointments. Telemarketing is similar to cold calling, but it always occurs over the telephone.)

Personal selling

_____ is the two-way flow of communication between a buyer or buyers and a seller that is designed to influence the buyer's purchase decision. (Personal selling is the two-way flow of communication between a buyer or buyers and a seller that is designed to influence the buyer's purchase decision and can take place in various situations: face-to-face, via video teleconferencing, on the telephone, or over the Internet.)