Chapter 13

After recruiting and selecting​ salespeople, what is the next major step in sales force​ management?

Training salespeople

What are the four elements of a compensation plan for​ salespeople?

A fixed​ amount, a variable​ amount, expenses, and fringe benefits

At which step in the personal selling process does a salesperson meet the customer for the first​ time?

Approach

​________ promotions are used to generate business​ leads, stimulate​ purchases, reward​ customers, and motivate salespeople.

Business

Which of the following are common trade promotion​ tools?

Discounts, free​ goods, allowances and free advertising specialty items

Which of the following statements about coordinating marketing and sales is​ correct?

Coordinating marketing and sales can be improved by increasing communication between the two groups.

What is the final step in the​ seven-step personal selling​ process?

Follow-up

Which of the following statements about personal selling is​ correct?

Many customers are unable to distinguish the salesperson from the company.

What is the first step in the personal selling​ process?

Prospecting and qualifying

What is the fastest growing sales trend​ today?

Social selling

Depending on the type of​ promotion, a marketer develops and implements the sales promotion program by using three key promotion tools. These include ​__​____________.

consumer promotion tools​, trade promotion tools or business promotion tools

Sales promotion campaigns call for setting sales promotion objectives. In​ general, sales promotions should be ​________.

consumer relationship building

As an element of the promotion​ mix, the sales force is​ ________ and carrying out such activities as​ prospecting, communicating, selling and​ servicing, and information gathering.

effective in achieving certain marketing objectives

With companies becoming more​ market-oriented, the sales force plays a key role in​ ________ and​ __________________________.

engaging​ customer; developing and managing profitable customer relationships

After the presentation and demonstration step in the sales​ process, a salesperson should next be prepared to​ _______.

handle objections

In complex selling​ situations, personal selling can be more effective than advertising because it is​ ______________.

interpersonal

After sales promotion campaign objectives are​ set, the next steps are​ ________, __________, and then​ __________________________.

selecting​ tools; developing and implementing the sales promotion program

The​ fastest-growing sales trend is the explosion in​ ________, which is using​ online, mobile and social media in selling.

social selling

Strong relationships with the salesperson will result in​ ________.

strong relationships with the company and its products

Helping salespeople to​ "work smart" by doing the right things in the right ways is the goal of which area of sales force​ management?

supervision

To overcome the many obstacles Medtronic faced in winning the large​ hospital's business, Dominic worked diligently to demonstrate his dependability. He showed the hospital how his product would create efficiencies and he made himself available to the doctors 24 hours a​ day, seven days a week. In so​ doing, Dominic was practicing​ ________.

value selling

To set its sales force​ size, a company can first group 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 determines the number of salespeople needed to call on each class of accounts the desired number of times. This is called the​ ______ approach.

workload

Marketers should work to measure the returns on their sales promotion investments. What is the most common time to perform the​ evaluation?

​Before, during and after a promotion

A particularly rewarding aspect of​ Dominic's sales job is that it requires him to check in on patients after their heart surgeries to make sure that their Medtronic pacemakers and defibrillators are working well. This corresponds to what phase of the selling​ process?

​Follow-up

​It's time for the Super​ Bowl, and the​ end-of-the-aisle displays at the supermarket feature​ chips, dips, and soft drinks. What type of sales promotion tool is​ this?

​Point-of-purchase

The typical personal selling process consists of seven specific steps. The steps in the selling process are​ ________. The aim is to help salespeople close a specific sale with a customer.

​transaction-oriented

The​ seven-step selling process takes​ a(n) __________ approach to selling. In other​ words, its aim is to help salespeople close a specific sale with a customer.

​transaction-oriented

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.

​transactional; relationship

What is the first decision made in sales force​ management?

Designing sales force strategy and structure.

Which of the following lists the six major sales force management decision steps in their correct​ order?

Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, compensating​ salespeople, supervising​ salespeople, and evaluating salespeople

High sales force costs necessitate an effective sales management process consisting of which of the following​ steps?

Designing sales force strategy and​ structure, recruiting and​ selecting, training,​ compensating, supervising, and evaluating salespeople and sales force performance

Which of the following are objectives of trade​ promotions?

Getting retailers to carry new items and more​ inventory, buy​ ahead, or promote the​ company's products and give them more shelf space

Which of the following statements regarding sales promotions is​ correct?

In the current​ economy, consumers have become more deal oriented.

Which consumer promotion tool is like coupons except that the price reduction occurs after the purchase rather than at the retail​ outlet?

Rebates

Which of the following statements is true regarding​ salespeople?

The best salespeople are the ones who work closely with customers for mutual gain.

Which of the following statements about sales promotions is​ correct?

The growing use of sales promotion has resulted in promotion clutter.

Which of the following occurs during the presentation step in the personal selling​ process?

The salesperson tells the buyer a value story.

​________ selling requires listening to​ customers, understanding their​ needs, and carefully coordinating the whole​ company's efforts to create lasting relationships based on customer value.

Value

What are the four sales force structures a company can​ use?

​Territorial, product,​ customer, and complex

Promotional tools offered to consumers include​ ________.

​rebates, coupons, price​ packs, and samples

Personal selling can be very effective in complex selling situations because it involves​ ________ interactions and engagement between salespeople and individual customers.

interpersonal

The sales force sells products by engaging​ customers, presenting its​ offerings, answering​ objections, negotiating prices and​ terms, closing​ sales, servicing​ accounts, and​ ________.

maintaining account relationships

In most​ cases, the company is not simply seeking a sale.​ Rather, it wants to engage the customer over the long haul in a​ ________.

mutually profitable relationship

The​ ________ are providing salespeople with powerful tools for identifying and learning about​ prospects, engaging​ customers, creating customer​ value, closing​ sales, and nurturing customer relationships.

new digital technologies

​Ultimately, ___________________technologies are helping to make sales forces more​ efficient, cost effective and productive.

online, mobile and social media

Most companies today want their salespeople to​ _______, which means demonstrating and delivering superior customer value and capturing a return on that value that is fair for both the customer and the company.

practice value selling

During the​ __________ phase of the sales​ process, Dominic researched and identified a number of key factors that might preclude the hospital and doctor from considering the Medtronic product line.

pre-approach

One consumer promotion tool is​ _______, which are goods offered free or at a low cost as an incentive to buy a product.

premiums

GE Healthcare employs different sales forces for diagnostic​ imaging, life​ sciences, and integrated IT products and services. GE Healthcare has adopted​ a(n) ______ sales force structure.

product

Personal selling involves a​ multiple-step process. The first step includes​ ______________ and the last step is​ _______________________.

prospecting and​ qualifying; follow-up

Justin, Inc., a​ U.S.-based watch​ manufacturer, sells its products in​ China, Russia,​ France, and India. To manage​ sales, Justin appoints a number of sales representatives to each location. Justin has adopted a​ ________ sales force structure.

territorial