Chapter 19

An _____ getter is a salesperson who identifies potential customers and engages them to make a sale

order

In many retail stores, salespeople can save retailers time by doing which of the following? (select all that apply) - assess inventory levels - set up displays - create work schedules - restock shelves - help with payroll

- assess inventory levels - set up displays - restock shelves

Select all of the following that are dimensions of service quality offered by a good salesperson - being reliable - having validity - having empathy - able to close the sale - offering a warranty

- being reliable - having empathy

Which of the following must a salesperson do during a sales presentation? (select all that apply) - carefully listen - get a contract signed - ask questions - qualify to customer

- carefully listen - ask questions

Managers and sales experts have identified the following personal traits for success in personal selling: (select all that apply) - empathy - optimism - education - personality - body size

- empathy - optimism - personality

Which of these are examples of non financial rewards that can be given to high-performing sales reps? (select all that apply) - extra commission - engraved pens - time at a resort - cash bonuses - plaques

- engraved pens - time at a resort - plaques

If a company chooses to sell through a(n) _____, this means that it outsources sales to outside people who have a contract with the firm (select two answers) - sales support rep - company sales force - independent agent - manufacturer's rep

- independent agent - manufacturer's rep

Which of the following are recommended ways for salespeople to discover potential leads? (select all that apply) - networking at business events - doing research on the internet - poaching coworkers' leads - talking to current customers

- networking at business events - doing research on the internet - talking to current customers

Which of the following are the most important roles on a salesperson has to play? (select all that apply) - sales support - order getting - sales return - order processing - order taking

- sales support - order getting - order taking

Salespeople add value in which of the following ways? (select all that apply) - saving the customer time - making long-term relationships with customers unnecessary - educating and advising customer - making things easier for customers

- saving the customer time - educating and advising customer - making things easier for customers

Colgate employs order takers around the globe who go into stores and distribution centers that already carry Colgate products to (select all that apply) - set up displays - check inventory - prospect for new customers - provide technical support - provide sales support - write new orders

- set up displays - check inventory - write new orders

Cold calls and telemarketing have become less popular ways to prospect for customers (select all that apply) - success rate - regulation - coverage - segmentation - expense

- success rate - regulation - expense

Which of the following are federal rules regarding telemarketing? (select all that apply) - telemarketers must limit phone calls but can make contact through cell phones or fax machines at any time - there are no federal rules regarding telemarketing - telemarketers cannot call consumers who are on the Do-Not-Call registry - telemarketers can only make calls during a specified time period

- telemarketers cannot call consumers who are on the Do-Not-Call registry - telemarketers can only make calls during a specified time period

Personal selling can take place in various situations (select all that apply) - telephone - trade publications - commercials - videoconferencing - face-to-face

- telephone - videoconferencing - face-to-face

How do firms determine which training method to use to train salespeople? (select all that apply) - the topic of training - 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

Which of the following statements about recruiting and selecting salespeople are true? (select all that apply) - personality and personal traits are unimportant in candidates - training salespeople is expensive for firms - firms must focus on qualifications rather than stereotypes - it is an easy task to recruit and hire effective salespeople

- training salespeople is expensive for firms - firms must focus on qualifications rather than stereotypes

Which of the following are attractive characteristics of a career in sales? (select all that apply) - variety of tasks - heavy supervision - compensation - day-to-day consistency

- variety of tasks - compensation

There are differences between a company's sales force people and a manufacturer's reps 1) salespeople 2) manufacturers representative A) they are paid by commission and are difficult to persuade to take any action that doesn't lead to sales B) specific instructions are given as to how sales must take place

1 - B 2 - A

Match the dimensions of service quality with the dimension's meaning in the context of personal selling 1) responsiveness 2) assurance 3) empathy 4) tangibles A) customers must be offered sufficient guarantees that their purchase will perform as expected B) the salesperson must understand problems and issues faced by customer C) the salesperson must be ready to deal with questions or issues promptly D) the company's website, marketing communications, and other materials must communicate a professional image

1 - C 2 - A 3- B 4 - D

Some retail salespeople provide customers with information about how a garment will fit, which items are new, and how to properly operate products. This is an example of how salespeople ______ 1) add value 2) cost money 3) need to be managed 4) save money

1) add value

______ is a method of prospecting in which salespeople telephone or go to see potential customers with out appointments 1) cold calling 2) robocalling 3) team selling 4) the pre-approach

1) cold calling

The _____ step in the selling process is to generate a list of potential customers and assess their potential 1) first 2) fourth 3) second 4) third 5) fifth

1) first

List the steps of the personal selling process in the correct order - sales presentation and overcoming reservation - follow-up - pre-approach - generate and quality leads - closing the sale

1) generate qualify leads 2) pre-approach 3) sales presentation and overcoming reservations 4) closing the sale 5) follow-up

In relationship selling, the buyer and seller invest in opportunities that are _____ 1) mutually beneficial 2) opportunistic 3) valuable 4) self-serving

1) mutually beneficial

Which of the following is among the highest-paying careers for college graduates and tends to come with various perks? 1) professional selling 2) communications specialist 3) entry-level project management 4) teacher

1) professional selling

______ management involves the planning, direction, and control of personal selling activities of staff 1) sales 2) IMC 3) prospecting 4) communications

1) sales

Best Buy's Geek Squad assists in the sales process by answering customers' technical questions. This is an example of _____ 1) sales support 2) sales processing 3) order taking 4) commission sales

1) sales support

The duty of the _____ personnel is to enhance the probability of a successful sale and to help with the overall selling effort 1) sales support 2) technical sales 3) team selling 4) order-taking

1) sales support

The high cost of using a sales force has led some companies to use _____ to replace some or all personal selling activities 1) the internet 2) TV ads 3) pull promotion 4) sales promotion

1) the internet

Match the methods of evaluation for sales employees with the appropriate choices 1) objective measures 2) subjective measures A) are quantitative, like sales per hour B) are qualitative, like a person's opinion

1- A 2 - B

Issa is a salesperson for a cosmetics manufacturer. Her compensation varies and is based on the number of sales she makes. Issa is paid ______ 1) a salary 2) a commission 3) with stock options 4) hourly wages

2) a commission

How and whether customers make future purchases depends on _____ customers develop after the sale 1) marketing 2) attitudes 3) budgets

2) attitudes

Why are salespeople visible to management? 1) because salespeople have the most impact on a company's net profit 2) because they are the frontline emissaries for their firms 3) because they need to be strictly supervised 4) because they are usually unscrupulous, so management must keep a close eye on their work

2) because they are the frontline emissaries for their firms

Which of the following steps does a salesperson find particularly stressful? 1) follow-up 2) closing the sale 3) qualifying leads 4) sales presentation

2) closing the sale

Personal selling is the two-way flow of ______ between a buyer and a seller that is designed to influence the buyer's purchase decision 1) merchandise 2) communication 3) contractual information 4) currency

2) communication

When American customers' expectations are not met, they most often _____. Effectively handling this critical to the future of the sales relationship 1) stop purchasing for a while 2) complain 3) buy more 4) exit the relationship

2) complain

The best way to handle reservations during the sales presentation is to _____ 1) avoid any questions 2) listen and clarify reservations 3) argue with the customer 4) defer to management

2) listen and clarify reservations

Although reservations can arise at any time during the personal selling process, they are especially likely to arise during which stage? 1) qualifying leads 2) sales presentation 3) closing the sale 4) pre-approach

2) sales presentation

Which of the following statements about a salesperson's financial compensation is true? 1) it must include a commission 2) there are no required elements 3) it must include a bonus 4) it must include a salary

2) there are no required elements

Piotr is a yacht broker. When he has an interested customer for a boat, he must assess that customer's potential before showing the customer the boat. Which of the following best explains why? 1) Piotr needs to know how much time to spend explaining the boat's maintenance schedule 2) Piotr needs to know how much profit he will be able to generate from the sale 3) Piotr needs to know if the customer has the means to complete the purchase 4) Piotr needs to know if the customer is a broker trying to poach his sale

3) Piotr needs to know if the customer has the means to complete the purchase

Once a salesperson has learned about the customer, the next step is to conduct additional research and _____ for meeting with the customer 1) rehearse 2) outline speech 3) develop plans 4) schedule

3) develop plans

There might be some situations where there is inconsistency between the corporate policy and salesperson's personal _____ comfort zone 1) informational 2) emotional 3) ethical 4) legal

3) ethical

Salespeople who sell company's products on an extended contract basis and are not employees are called _____ agents, or manufacturer's reps 1) outside or field 2) broker 3) independent 4) support

3) independent

Which of the following statements about the first step of the personal selling process is true? 1) it is the most important step to take in long-term relationships 2) it is the one step that cannot be skipped 3) it is not used extensively in retail settings 4) it is the most time-consuming step

3) it is not used extensively in retail settings

Davi has a sales meeting scheduled with a potential new customer. She wants to make sure her presentation is as polished as possible. She asks her colleague Joaquin to pretend he is the customer so that she can practice her presentation and get some feedback. David and Joaquin are engaging in ______ 1) trade show tactics 2) qualifying leads 3) role playing 4) cold calling

3) role playing

A firm's ______ is made up of people who are employees and are responsible for selling products or services 1) independent agents 2) suppliers 3) sales force 4) order getters

3) sales force

After the pre-approach phase, the next step in the personal selling process is _____ 1) closing the sale 2) follow-up 3) sales presentation 4) generating leads

3) sales presentation

Salary is paid as a(n) ______ 1) percentage of sales profitability 2) annual aware recognizing outstanding performance 3) percentage of sales volume 4) fixed sum of money paid at regular intervals

4) fixed sum of money paid at regular intervals

The performance of salespeople ______ 1) is evaluated not on results but on sales techniques 2) is impossible to measure 3) depends on currency fluctuations 4) is fairly straightforward to measure

4) is fairly straightforward to measure

Some companies choose not to employ salespeople, instead contracting with salespeople who sell the company's products. These salespeople are called _____ 1) order takers 2) order getters 3) sales support personnel 4) manufacturer's representatives

4) manufacturer's representatives

Kraft employs _____ around the globe who go into stores and distribution centers that already carry Kraft products to check inventory, set up displays, write new orders, and make sure everything is going smoothly 1) sales support 2) order getters 3) merchandisers 4) order takers

4) order takers

Which of the following is an example of a way for salespeople to appeal to end customers, as opposed to retailers? 1) assess inventory levels 2) write orders 3) stock shelves 4) provide free samples

4) provide free samples

After a sale has been made, the personal connection is not over in _____ selling. Buyer and seller have an ongoing interaction 1) brand-loyal 2) post-sale 3) follow-up 4) relationship

4) relationship

Which of the following jobs is often portrayed in a negative light in popular media and depicted as ruthless and predatory? 1) soldier 2) journalist 3) public relations specialist 4) salesperson

4) salesperson

Siggi received a phone call from a company that offered to give Siggi a free weekend at a resort. To take advantage of the free weekend Siggi would have to attend a one-hour meeting at the resort to hear about the company's other locations. The caller is engaged in ______ 1) follow-up 2) qualifying 3) overcoming reservations 4) telemarketing

4) telemarketing

A ______ is a payment provided only periodically and given when a salesperson meets certain goals. A firm is not obligated to make this payment to the salesperson

bonus

A short-term incentive designed as an internal promotion in order to elicit a specific response, such as all sales staff trying to sell the largest amount of camping tents in a two-week period, is called a sales _____

contest

A short-term incentive designed as an internal promotion in order to elicit a specific response, such as all sales staff trying to sell the largest amount of camping tents in a two-week period, is called a sales ______

contest

Although _____ and legal issues are important to all aspects of marketing, they are perhaps even more vital in personal selling

ethical

A sales philosophy and process that emphasizes a commitment to maintaining sales over the long term and investing in opportunities that are mutually beneficial to all parties is _____ selling, which is heavily dependent on personal selling

relationship