(3) MyLab Ch 13
Which of the following statements about personal selling is correct? A. Many customers are unable to distinguish the salesperson from the company. B. Personal selling is a fairly new profession. C. The role of personal selling is very consistent from company to company. D. Salespeople sell; they do not have a role in creating value for the customer. E. The sales force should work separately from other marketing functions.
A. Many customers are unable to distinguish the salesperson from the company.
_______ is the use of online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance. A. Social selling B. Sales promotion C. Digital selling D. Technology selling E. New-age selling
A. Social selling
The sales force sells products by engaging customers and learning about their needs, presenting solutions, answering objections, negotiating prices and terms, closing sales, servicing accounts, and ________. A. maintaining account relationships B. maintaining manufacturing relationships C. meeting revenue goals D. maintaining vendor relationships E. handling customer service complaints
A. maintaining account relationships
Companies often divide sales responsibilities along three lines. These are a ________ sales force structure, which can also be combined. A. territorial, product, or customer B. territorial, customer, or client C. product, customer, or performance-based D. territorial, product, or global E. product, customer, or global
A. territorial, product, or customer
At which step of the selling process does the salesperson tell the "value story" to the buyer, showing how the company's offer solves the customer's problems? A. Handling objections B. Presentation C. Approach D. Preapproach E. Closing
B. Presentation
Which is an example of a consumer promotion tool? A. Allowances B. Sweepstakes C. Trade shows D. Conventions E. Push money
B. Sweepstakes
Whereas advertising offers reasons to buy a product or service, sales promotion offers reasons to ________. A. choose another salesperson B. buy now C. finance a purchase D. delay a purchase E. find another solution
B. buy now
During the presentation and demonstration step in the personal selling process, the salesperson needs to be prepared to _________. A. prospect clients B. handle objections C. approach the prospect D. close the sale E. follow up
B. handle objections
The people in a company who do the selling go by many names. Which is NOT one of these names? A. Sales engineers B. District managers C. Brand managers D. Agents E. Account executives
C. Brand managers
A salesperson's role as a(n) ________ demands creative selling, social selling, and relationship building. A. broker B. PR specialist C. order getter D. order taker E. sales manager
C. order getter
As products become more complex and as customers grow larger and more demanding, most companies now use ________ to service large, complex accounts. A. an inside sales force B. a field sales force C. team selling D. an outside sales force E. order takers
C. team selling
The typical personal selling process consists of seven specific steps. The steps in the selling process are ________-oriented. The aim is to help salespeople close a specific sale with a customer. A. revenue B. goal C. transaction D. relationship E. sales quota
C. transaction
Personal selling can be very effective in complex selling situations because it involves ________ interactions and engagement between salespeople and individual customers. A. informal B. competitive C. profitable D. interpersonal E. nonpersonal
D. interpersonal
After sales promotion campaign objectives are set, the next steps are ________, and then __________. A. selecting tools; deploying social media B. selecting the sales promotion tools; developing the sales promotion program C. selecting tools; setting a budget D. developing the sales promotion program; setting a budget E. selecting tools; developing and implementing the sales promotion program
E. selecting tools; developing and implementing the sales promotion program
After determining the type of promotion to use, marketers then must decide on the _______ and the ______. A. size of the incentive; consumer promotion B. amount of push money; type of free goods C. trade promotion; size of the incentive D. consumer promotion; trade promotion E. size of the incentive; conditions for participation
E. size of the incentive; conditions for participation
Which of the following identifies the six major sales force management steps in the correct order? A. Designing sales force strategy and structure, recruiting and selecting salespeople, training salespeople, compensating salespeople, supervising salespeople, and evaluating salespeople B. Designing sales force strategy and structure, recruiting and selecting salespeople, training salespeople, evaluating salespeople, compensating salespeople, and supervising salespeople C. Designing sales force strategy and structure, recruiting and selecting salespeople, training salespeople, supervising salespeople, evaluating salespeople, and compensating salespeople D. Evaluating salespeople, designing sales force strategy and structure, recruiting and selecting salespeople, training salespeople, compensating salespeople, and supervising salespeople
A. Designing sales force strategy and structure, recruiting and selecting salespeople, training salespeople, compensating salespeople, supervising salespeople, and evaluating salespeople
The performance difference between an average salesperson and a top salesperson can be substantial. Therefore, at the heart of any successful sales force operation is the _______ of good salespeople. A. evaluation B. recruitment and selection C. training D. compensation E. motivation
B. recruitment and selection
Closing a sale with a particular customer is a short-term ________ orientation, but the selling process must also take a ________ orientation and look at the long term. A. company; relationship B. transactional; relationship C. transactional; profit D. profit; relationship E. relationship; transactional
B. transactional; relationship
During the ________ step, the salesperson learns what the prospect needs, who is involved in the buying, and what their characteristics and buying style are. A. closing B. approach C. presentation and demonstration D. preapproach E. prospecting and qualifying
D. preapproach
Personal selling involves a multiple-step process. The first step is _________ and the last step is __________. A. preapproach; handling objections B. approach; follow-up C. presentation and demonstration; closing D. prospecting and qualifying; follow-up E. approach; closing
D. prospecting and qualifying; follow-up
The fastest-growing sales trend is the explosion in ________, which is using digital platforms and sales tools in selling. A. online selling B. social media selling C. e-commerce D. social selling E. mobile selling
D. social selling
Which of the following are four the major types of sales promotion tools? A. Consumer, business, trade, and retail B. Customer, retail, wholesale, and sales force C. Customer, trade, sales force, and business D. Consumer, trade, business, and sales force E. Consumer, customer, potential customer, and trade
D. Consumer, trade, business, and sales force
Strong relationships with the salesperson will result in ________. A. increased revenue and repeat business B. increased revenue C. repeat business D. strong relationships with the company's products E. strong relationships with the company and its products
E. strong relationships with the company and its products
___________ are promotional tools that can be used to attract consumers. A. Coupons, sales contests, samples, and price packs B. Coupons, rebates, off-list discounts, and price packs C. Trade shows, coupons, samples, and push money D. Rebates, coupons, samples, and push money E. Rebates, coupons, price packs, and samples
E. Rebates, coupons, price packs, and samples
