Chapter 19 Assignment for Module 14
Salespeople tend to be closely supervised on a day-to-day basis. True or false question
False BC Salespeople are evaluated primarily based on results, and so they are typically not closely supervised.
The personal selling process must be followed in precise sequence. True or false question
Falsen Not true BC The process can be adapted to specific situations.
Personal selling costs more than it is worth. True or false question.
False Not true BC Personal selling is worth more than it costs.
Which step in the selling process involves generating a list of possible customers and assessing their potential? Multiple choice question. First Second Third Fifth Fourth
First
Companies must take care to avoid biased practices such as hiring on the basis of Blank______ instead of qualifications. Multiple choice question. stereotypes personality training experience
stereotypes
Depending on the sales Blank______ and the buyer's readiness to purchase, the salesperson may not use every step in the personal selling process. Multiple choice question. scope analysis costs and benefits situation
situation
Successful salespeople need to have appropriate personal traits as well as solid Blank______. Multiple choice question. personal history graduate-level degrees training sense of humor
training
What actions must a salesperson take during a sales presentation? (Choose every correct answer.) Multiple select question. Get a contract signed. Ask questions. Carefully listen. Qualify the customer.
Ask questions. Carefully listen.
Major events attended by buyers who choose to be exposed to products and services offered by potential suppliers in an industry are called BLANK1 BLANK2
BLANK1: Trade BLANK2: Show
The two-way flow of communication between a specific buyer and seller designed to influence the buyer's purchase decision is called BLANK selling.
BLANK: Personal
BLANK is similar to cold calling, but it always occurs over the telephone.
BLANK: Telemarketing
Although BLANK and legal issues are important to all aspects of marketing, they are perhaps even more vital in personal selling.
BLANK: ethical
When salespeople employ blogs to draw in customers and generate leads, they are using the process of BLANK marketing.
BLANK: inbound
When customers visit retail stores already prepared to make purchases, the selling process will be fairly BLANK. Multiple choice question. informative complicated expensive quick
BLANK: quick
What are dimensions of service quality offered by a good salesperson? (Choose every correct answer.) Multiple select question. Being reliable Having empathy Able to close the sale. Having validity
Being reliable Having empathy Not close BC The five service quality dimensions are reliability, responsiveness, assurance, empathy, and tangibles. Not validity BC The five service quality dimensions are reliability, responsiveness, assurance, empathy, and tangibles.
Once a sale has been made, what is the best approach for a salesperson to take to prevent a potential problem from becoming a bigger issue? Multiple choice question. Check in with the customer right after the sale has been completed Give the customer time to become satisfied with the purchase Offer a money-back guarantee to the customer Provide clear instructions on how to return the product or request a refund
Check in with the customer right after the sale has been completed
What is the term for sales prospecting by calling or visiting prospective customers without appointments? Multiple choice question. Closing Selling team Preapproach Cold calling
Cold calling
Which of these is NOT one of the steps in the personal selling process? Multiple choice question. Cold calling Closing the sale Preapproach Sales presentation and overcoming reservations
Cold calling BC Cold calling is sometimes used by salespeople but is not one of the steps of the process.
Sales can be a lucrative career. What perks are commonly included in sales compensation? (Choose every correct answer.) Multiple select question. High taxes An MBA Company car Bonuses
Company car Bonuses
What do customers generally do when their expectations are not met? Multiple choice question. Extend the relationship Complain Buy more Blame competitors
Complain
Which goals does a salesperson need to accomplish during the first part of a sales presentation? (Choose every correct answer.) Multiple select question. Create interest in the presentation Close the sale Get to know the customer Get the customer's attention
Create interest in the presentation Get to know the customer Get the customer's attention
How are salespeople often portrayed in popular media? (Choose every correct answer.) Multiple select question. Crude Ruthless Lonely Fulfilled Affluent
Crude Ruthless Lonely
What sort of information is contained in a company's customer relationship management system? (Choose every correct answer.) Multiple select question. Invoice payment status Customer contact details Transaction history Market segment data
Customer contact details Transaction history Market segment data
What activity is paired with a CRM system in order to help find patterns, select and retain appropriate customers, and determine the best way to approach customers? Multiple choice question. Personal selling Data mining Cold calling Telemarketing
Data mining
Which personality trait of good salespeople shows that they care about the issues and problems of their customers? Multiple choice question. Self-motivation Personality Empathy Optimism Resilience
Empathy
Which personal traits have managers and sales experts identified as important for success in personal selling? (Choose every correct answer.) Multiple select question. Empathy Speed Body-size Optimism Personality
Empathy Optimism Personality Not speed BC The traits of successful salespeople include personality, optimism, resilience, self-motivation, and empathy. Not body-size BC The traits of successful salespeople include personality, optimism, resilience, self-motivation, and empathy.
In which of the following ways should a sales manager treat his or her sales force? Multiple choice question. According to the employees' experience levels Differently based on performance According to the manager's relationship with the employees Fairly and equally
Fairly and equally
During which step of the personal selling process does the salesperson work to strengthen and maintain the customer relationship through great service quality? Multiple choice question. Close Presentation Follow-up Preapproach
Follow-up
Which step in the personal selling process can be skipped by salespeople who already have an established relationship with a customer? Multiple choice question. Generating and qualifying leads Follow-up Closing the sale Sales presentation and overcoming reservations
Generating and qualifying leads Not Follow-up BC Salespeople who already have relationships with customers will skip generating and qualifying leads. Not Closing the sale BC Salespeople who already have relationships with customers will skip generating and qualifying leads. Not sales presentation BC Salespeople who already have relationships with customers will skip generating and qualifying leads.
What should a salesperson do during the sales presentation? Multiple choice question. Handle any reservations or objections the buyer might have. Negotiate details of a contract. Give a rapid-fire sales pitch and do not accept questions. Present only positive opinions about the product or service.
Handle any reservations or objections the buyer might have. Not positive BC Being prepared for reservations buyers may have is key to a successful sales presentation.
Roberto is manager of a Xerox sales team that emphasizes relationship selling. His team works with customers to provide technical support and customer service. What is Roberto's relationship selling goal? Multiple choice question. Help customers find beneficial solutions Take a hands-off approach to management Make his department as profitable as possible Provide customers with assistance in less than one minute per call
Help customers find beneficial solutions Not take BC Relationship-oriented salespeople work with customers to find mutually beneficial solutions. Not Make BC Relationship-oriented salespeople work with customers to find mutually beneficial solutions. Not Provide BC Relationship-oriented salespeople work with customers to find mutually beneficial solutions.
What strategy depends on salespeople drawing in customers and generating leads through blogs? Multiple choice question. Telemarketing Outbound marketing Cold calling Inbound marketing
Inbound marketing
Which of the following are some reasons that professional selling can be a satisfying career? Multiple select question. Companionship Independence Low stress Flexibility Autonomy
Independence Flexibility Autonomy
More than 14 million people work in sales positions in the United States. What are some sales jobs? (Choose every correct answer.) Multiple select question. Insurance agents Manufacturers' representatives Legal department aides Real estate agents
Insurance agents Manufacturers' representatives Real estate agents
Why is the first part of a sales presentation the most crucial part of the selling process? Multiple choice question. It is when the salesperson learns where the customer is in the buying process. It is when the salesperson qualifies the potential customer. It is when the salesperson determines how to price the product. It is when the salesperson establishes goals for the presentation.
It is when the salesperson learns where the customer is in the buying process. Not Qualifies BC This occurs later; the salesperson first learns where the customer is in the buying process. Not Establishes BC This occurs later; the salesperson first learns where the customer is in the buying process.
Which actions are recommended methods for salespeople to discover potential leads? (Choose every correct answer.) Multiple select question. Switching employers frequently Networking at business events Talking to current customers Poaching coworkers' leads Doing research on the Internet
Networking at business events Talking to current customers Doing research on the Internet
In the selling process, what term is used to describe prospective customers whose potential must be assessed? Leads Relations Qualifiers Bait
Leads
What is the best way to handle reservations during the sales presentation? Multiple choice question. Listen and clarify reservations Avoid any questions Defer to management Argue with the customer
Listen and clarify reservations
How should salespeople handle complaints? (Choose every correct answer.) Multiple select question. Listen to the buyer's reservations. Provide a fair solution. Increase the price to cover additional costs. Refute the buyer's objections.
Listen to the buyer's reservations. Provide a fair solution.
What action is just as important as asking questions during a sales presentation? Multiple choice question. Telling the customer their needs Establishing goals for the meeting Doing all the talking Listening to answers
Listening to answers
Real estate agent Isabella is helping her new clients find a house. Because buying a house is a large transaction and Isabella is still building a relationship with her clients, which description is most likely to fit her sales process? Multiple choice question. Difficult Long Easy Quick
Long
What is the perspective of salespeople in relationship selling? Multiple choice question. Short-term Long-term Narrow Self-centered
Long-term
What is the main reason that cold calls and telemarketing have become less popular ways to prospect for customers? Multiple choice question. Competition from other callers and telemarketers Lack of government regulation A shortage of services to sell Low success rate
Low success rate
what are ways in which salespeople add value for companies? (Choose every correct answer.) Multiple select question. Making things easier for customers Making long-term relationships with customers unnecessary Educating and advising customers Reducing the IMC costs Saving the customer time
Making things easier for customers Educating and advising customers Saving the customer time
Drag each step in the personal selling process to its corresponding part in the B2B buying process. (Note that the last step of the B2B buying process (performance assessment) is not included.) Need recognition <-> ? Product specification <-> ? RFP process <-> ? Proposal analysis and superior selection <-> ? Order specification <-> ? Options: Closing the sale Preapproach Follow-up Generate and qualify leads Sales presentation
Need recognition <-> Generate and qualify leads Product specification <-> Preapproach RFP process <-> Sales presentation Proposal analysis and superior selection <-> Closing the sale Order specification <-> Follow-up
What term is used to describe the communication between a buyer and seller in which the seller's goal is to influence the buyer to make a purchase? Multiple choice question. Personal selling B2C transactions Product placement Swindling
Personal selling
Which step in the personal selling process occurs prior to meeting the customer for the first time and continues the qualification of leads research? Multiple choice question. Follow-up Preapproach Sales presentation Overcoming objections
Preapproach
During which step of the selling process does the sales representative establish a plan that includes setting goals for meeting with the customer? Multiple choice question. Handling reservations Preapproach Presentation Closing
Preapproach Not Presentation BC This step occurs before the presentation step.
Drag the activity to its corresponding step in the personal selling process. Preapproach <-> ? Closing the sale <-> ? Follow-up <-> ? Options: Christine visits the customer to ensure that the product performed as expected. Ian feels confident because of the prospect's body language that commitment is possible. Mary looks for information to use during her next meeting with the shipping manager.
Preapproach <-> Mary looks for information to use during her next meeting with the shipping manager. Closing the sale <-> Ian feels confident because of the prospect's body language that commitment is possible. Follow-up <-> Christine visits the customer to ensure that the product performed as expected.
In which of the following areas is it illegal to discriminate on the basis of race, religion, nationality, sex. or age? (Choose every correct answer.) Multiple select question. Promotion Firing Hiring Performance
Promotion Firing Hiring
Which factors are improved when companies behave ethically with their customers? (Choose every correct answer.) Multiple select question. Supply chains Stock options Quality of business Long-term relationships
Quality of business Long-term relationships
In the personal selling process, the sales presentation and overcoming reservations correspond with which step of the B2B buying process? Multiple choice question. Proposal analysis and supplier selection Product specification Need recognition RFP process
RFP process
What are customers doing when they question price in relation to the level of quality or service during a sales presentation? Multiple choice question. Rejecting the sales proposal Showing contempt for the salesperson Raising reservations Accepting another offer
Raising reservations
Which actions are part of sales management? (Choose every correct answer.) Multiple select question. Accounting Recruiting Motivating Delivery Compensating Evaluating
Recruiting Motivating Compensating Evaluating
What type of selling is defined by an ongoing interaction between buyer and seller, even after a sale has been made? Multiple choice question. Brand-loyal Post-sale Relationship Follow-up
Relationship Not follow-up BC Follow-up selling is not the correct term.
What is most likely to deteriorate quickly if customers believe that they have not been treated ethically? Multiple choice question. Logistics Distribution centers Supply chains Relationships
Relationships
What is a helpful technique for practicing a sales presentation before a meeting? Multiple choice question. Research Qualifying leads Role playing Overcoming reservations
Role playing
What term describes practicing a simulated buying situation with a colleague or manager prior to a sales call? Multiple choice question. Cold calling Team selling Role playing Relationship selling
Role playing
Which of the following groups is directed and controlled through sales management? Multiple choice question. Sales force Customers Distributors Marketing team
Sales force
Although reservations can come up at any time during the personal selling process, during which stage are they especially likely to arise? Multiple choice question. Approach Closing the sale Preapproach Sales presentation
Sales presentation Not closing the sale BC Reservations are more likely to arise before this stage.
What is the primary reason firms must be careful about hiring the correct salespeople? Multiple choice question. Salespeople are very difficult to retain. Salespeople are very expensive to train. Salespeople are very expensive to pay. Salespeople are very difficult to recruit.
Salespeople are very expensive to train. Not pay BC The company will pay for salespeople regardless; the risk is largely up front.
Which job is often portrayed in a negative light in popular media and depicted as ruthless and predatory? Multiple choice question. Mail carrier Soldier Firefighter Salesperson
Salesperson
What are the major areas in which salespeople need training? (Choose every correct answer.) Multiple select question. Selling and negotiation Making profits Technologies used in the selling process Being personable and affable Product and service knowledge
Selling and negotiation Technologies used in the selling process Product and service knowledge
Jolanda is a salesperson in a retail clothing store. As a sales-minded professional, she likes to qualify potential customers who walk into the store. She notes how the shoppers are dressed and how they speak to determine how much they might spend. Why might this be ill-advised for the firm as well as a potentially illegal approach? Multiple choice question. She may spend too much time communicating with buyers and not enough time adequately assessing. She may discriminate against certain customers and not serve them. She may spend too much time assessing buyers and not enough communicating with them. She may convince them to buy merchandise they do not really need.
She may discriminate against certain customers and not serve them.
Simone is an insurance agent. Though the area Simone covers is prone to earthquakes, she has been instructed by management to tell homeowners earthquakes are not a problem and to suggest that basic earthquake damage is covered in the standard homeowners policy even though this is not true. If legal action arises, who will be held accountable? (Choose every correct answer.) Multiple select question. City officials Simone Homeowner Simone's employer
Simone and Simone's employer
Which sales approach always takes place over the telephone? Multiple choice question. Team selling Telemarketing The preapproach Inbound marketing
Telemarketing
In which situations can personal selling take place? Multiple select question. Telephone Videoconferencing Trade publications Face-to-face Commercials
Telephone Videoconferencing Face-to-face
What is the best definition of cold calling? Multiple choice question. Using a team of salespeople to approach clients Making appointments to visit all of the a sellers best customers Telephoning or visiting prospective customers without an appointment Developing sales techniques to convince the most reluctant buyers
Telephoning or visiting prospective customers without an appointment
What message is conveyed to the customer when the salesperson makes contact immediately after the transaction has been completed? Multiple choice question. That the salesperson is empathetic and responsive That the company is desperate for feedback That the salesperson is eager to make another sale That the company values efficiency
That the salesperson is empathetic and responsive
The high cost of using a sales force has led some companies to use Blank______ to replace some or all personal selling activities. Multiple choice question. TV ads trade promotions the Internet sales promotion
The internet Not sales promotion BC Sales promotion would not be able to replace personal selling activities.
Which statement about the personal selling process is true? Multiple choice question. The degree of success depends on the salesperson's history and salary. Each step of the process takes approximately the same amount of time. The process can be adapted to the selling situation. The process must be carried out as written for each sale.
The process can be adapted to the selling situation.
After the preapproach phase is completed, what is the next step in the personal selling process? Multiple choice question. Follow-up Closing the sale Generating leads The sales presentation
The sales presentation
Drag each dimension of service quality to each element's meaning in the context of personal selling. The salesperson and the organization must deliver the right product or service on time. <-> ? The salesperson must be ready to deal with questions or issues promptly. <-> ? Sellers must offer customers sufficient guarantees that their purchase will perform as expected. <-> ? The salesperson must be able to understand problems and issues faced by customers. <-> ? The company's website, marketing communications, and other materials must communicate a professional image. <-> ? Options: Reliability Responsiveness Assurance Empathy Tangibles
The salesperson and the organization must deliver the right product or service on time. <-> The salesperson must be ready to deal with questions or issues promptly. <-> Sellers must offer customers sufficient guarantees that their purchase will perform as expected. <-> The salesperson must be able to understand problems and issues faced by customers. <-> The company's website, marketing communications, and other materials must communicate a professional image. <->
Why is ethical behavior particularly important in personal selling? Multiple choice question. Unethical behavior directly and negatively affects sales and profits. The seller's actions are visible to customers and stakeholders and reflect on the company. Personal sellers are respected and influential within their companies and with customers, so ethical behavior is important. Personal sellers are closely monitored and supervised, so sellers must behave ethically or lose their jobs.
The seller's actions are visible to customers and stakeholders and reflect on the company.
What factors do firms use to determine which training method to use when training salespeople? (Choose every correct answer.) Multiple select question. The type of salesperson being trained The type of customer to be handled Cost versus value of training The topic of training
The type of salesperson being trained Cost versus value of training The topic of training Not customer BC This may change the content of the training, not the method.
Which statement is true about how good salespeople deal with customer reservations? Multiple choice question. They can effectively shut down any questions or reservations. They can anticipate possible reservations buyers might have. They can present convincing arguments so buyers have no reservations. They can fill the presentation so there is no time for questions.
They can anticipate possible reservations buyers might have. Not convincing BC Buyers will have reservations; it is not about preventing them, but knowing how to handle them.
What should salespeople never assume about a potential customer? Multiple choice question. They cannot afford to make a purchase. They make donations to charities. They are only interested in the most expensive product. They do not care about quality.
They cannot afford to make a purchase.
What is the term used to describe large events that buyers attend to learn about products and services offered by potential suppliers in an industry? Multiple choice question. Promotional shows Trade shows Selling centers Marketing mixers
Trade shows
Which activities are planned, directed, and controlled through sales management? (Choose every correct answer.) Multiple select question. Training and motivating Advertising campaigns Compensating and evaluating Distribution of the product Personal selling
Training and motivating Compensating and evaluating Personal selling
True or false: Internet/online training is cost effective, but it is generally not as effective as on-the-job training for teaching advanced selling skills.
True Not false BC internet/online training is cost effective and in some situations is as effective as classroom training.
What issue is at the root of most reservations voiced by customers during the sales presentation? Multiple choice question. Quantity Service Value Competition
Value
What are attractive characteristics of a career in sales? (Choose every correct answer.) Multiple select question. Variety of tasks Close supervision Day-to-day consistency Compensation
Variety of tasks Compensation
Federal laws prohibit telemarketers from contacting consumers Blank______. (Choose every correct answer.) Multiple select question. before noon after 6 p.m. before 8:00 a.m. after 9:00 p.m. on the national Do-Not-Call list on the potential leads list
before 8:00 a.m. after 9:00 p.m. on the national Do-Not-Call list
An insurance agent, whose compensation is based on commission, is asked by a homeowner if damage from earthquakes is covered by the policy. It is company policy to avoid providing information about earthquake damage, so the salesperson misleads the homeowner. In this case the salesperson Blank______. Multiple choice question. should blame the company is acting legally must do as the company asks can be held accountable
can be held accountable Not blame BC The salesperson is also responsible for misleading the customer. Not legally BC Salespeople can be held accountable for illegal actions sanctioned by the employer. Not asks BC The salesperson can choose to work for a different company that aligns with his or her ethics.
Closing the sale means obtaining Blank______ from the customer to make a purchase. Multiple choice question. specifications commitment compensation profits
commitment
When closing the sale, the customer Blank______ making a purchase. Multiple choice question. considers declines understands commits to
commits to
Ethical and legal issues that salespeople need to worry about include the relationship between the sales manager and the salesperson, conflicts between corporate policy and the sales rep's personal ethics, and issues that arise in the salesperson's interaction with Blank______. Multiple choice question. the media customers competitors peers
customers Not media BC Ethical and legal issues may arise in a salesperson's interaction with customers. Not competitors BC Ethical and legal issues may arise in a salesperson's interaction with customers. Not peers BC Ethical and legal issues may arise in a salesperson's interaction with customers.
Once a salesperson has learned about the customer, the next step is to conduct additional research and Blank______ for meeting with the customer. Multiple choice question. schedule outline speech rehearse develop plans
develop plans Not schedule BC A plan for the meeting needs to be developed before scheduling the meeting. Not outline speech BC A plan must be developed before the salesperson can practice what to say. Not rehearse BC A plan must be developed before the salesperson can practice what to say.
There might be some situations where there is inconsistency between the corporate policy and salesperson's personal Blank______ comfort zone. Multiple choice question. legal emotional ethical informational
ethical
When companies consider using salespeople in the supply chain, they have to understand that salespeople are the most Blank______ form of sales promotion per customer. Multiple choice question. inept controllable unpredictable expensive
expensive
Jamayla, a technology salesperson, plans to give a system demonstration and a short presentation about how the system would benefit the customer during their first meeting. This is an example of a(n) Blank______ of the preapproach step in the selling process. Multiple choice question. outcome problem goal qualification
goal Not qualification BC The qualification process involves assessing leads, and is the first step in the selling process.
Abdul is the CEO for a small furniture manufacturer. He understands that like other business activities involving people, the sales force requires Blank______. Multiple choice question. overtime expenditures good management advanced technological systems overtime hours
good management
Xerox sells to different customers in different sales situations. In order to capture customer commitment, Xerox salespeople must determine what steps in the Blank______ process are appropriate. Multiple choice question. marketing strategy personal selling promotional sales management
personal selling
Once background information has been obtained, and the objectives for the meeting are set, the salesperson is ready for the Blank______. Multiple choice question. sales promotion closing conference call sales presentation
sales presentation
