Ch. 14 pom

True or false: One of the challenges of hiring the correct number and type of salespeople is that every sales job is different.

True

True or false: Personal selling and customer service are important in both domestic and international markets.

True

In order for a firm to determine the best salespeople, a Blank______ that includes 10-20 specific tasks or performance requirements should be developed.

job description

The types and numbers of salespeople needed should be determined Blank______.

on an ongoing basis

Selling over the telephone is known as Blank______.

telemarketing

When dealing with top-level customers, particularly other businesses, order getters must sell Blank______.

concepts and ideas that solve a specific problem

When hiring salespeople, the best practices for progressive companies include Blank______. (Check all that apply.)

conducting thorough background checks keeping an updated list of potential job candidates scheduling candidates for multiple interviews

In a commission-based compensation arrangement the size of incentives should be linked to Blank______.

effort and results

Click and drag on elements in order Using your knowledge and Exhibit 14-5, place the following steps in the selling process in order; starting with the earliest step at the top.

1set 2select 3preplan 4make sales 5close 6follow up

Select all that apply Which of the following are required in narrowing down the personal selling effort?

A detailed analysis of markets A good deal of prospecting

Which of the following is typical of a good salesperson?

A good salesperson will try to help customers by understanding their needs.

Which of the following is a source of ethical conflict regarding personal selling?

A marketing mix that only partially addresses customer needs

What is the first step in the AIDA approach?

Attention

A sales allows responsibilities to be divided geographically among different salespeople in order to more efficiently service customer accounts.

Blank 1: territory

Companies often neglect teaching selling techniques as part of a salesperson's because they assume anyone can do it and that the only qualification is a friendly personality.

Blank 1: training

At the company where Rick works, one sales team is responsible for selling generators, while another team is responsible for selling heating units, and a third team handles air conditioning systems. How does Rick's company divide its sales teams?

By product line

Select all that apply According to this case study, which of the following are activities of Ferguson's inside sales representatives?

Communicate with customers by phone Communicate with customers via social media

Select all that apply Which of the following are ways in which the sales force can aid in the marketing information function? (Check all that apply.)

Conveying new uses that customers devise for existing products Sharing a competitor's strategy with the firm Sharing customer ideas for new products with the firm

Select all that apply Which of the following are responsibilities of a salesperson? (Check all that apply.)

Diagnose technical problems Explain company policies Represent the whole company Negotiate prices

An ATM found at a grocery store is an example of which selling emphasis?

Digital self-service

When Maria saw the long line at the airport check-in, she decided to use the kiosk and checked herself in for the flight. This kiosk is an example of which selling emphasis?

Digital self-service

Which of these sales reps is showing how technology can provide a competitive advantage for a company?

During the sales call, Rhoda was able to access data on past sales and recommend new products to her customer based on these sales.

Select all that apply Which of the following are responsibilities of order getters? (Check all that apply.)

Finding new business opportunities Establishing relationships with new customers

Select all that apply Which of the following activities are performed by supporting salespeople? (Check all that apply.)

Helping order getters and order takers Enhancing relationships with existing customers

In which way can the sales force help with the marketing information function?

Identifying new competitors

Which of the following is not a benefit associated with training salespeople?

Improved product designs

Select all that apply Most selling presentations follow the AIDA approach, attempting to secure which four aspects of the customer? (Check all that apply.)

Interest Action Attention Desire

Select all that apply Which two factors should be considered when deciding how much time to spend on potential customers? (Check all that apply.)

Likelihood of a sale Potential sales volume

Select all that apply What are three challenges associated with retail order takers? (Check all that apply.)

Minimal training High turnover Repetitive tasks

Select all that apply In what ways does a well-written job description help a firm? (Check all that apply.)

Narrowing down the list of job candidates Determining training guidelines Creating performance expectations

Select all that apply The Ferguson case study and story of Pooja Gupta shows which of the following aspects of personal selling and sales management?

New salespeople get extensive training Recruiting and selection Salespeople get orders from new customers Salespeople help solve customer problems

Select all that apply Which of the following activities are performed by order takers? (Check all that apply.)

Selling to established customers Completing sales transactions Maintaining customer relationships

Which of the following statements about order takers is true?

Order takers maintain and nurture relationships with established customers.

Select all that apply Which of the following are considered basic sales tasks? (Check all that apply.)

Order-getting Supporting Order-taking

In the personal selling process, which step comes after a salesperson has selected a target customer?

Preplanning

Select all that apply Which of the following are activities that an order taker will perform for a producer? (Check all that apply.)

Provide ongoing follow-up to make certain customers are satisfied Handle complaints and keep customers informed Complete routine sales to target customers

Select all that apply In what ways can an order getter influence consumer behaviors? (Check all that apply.)

Providing information that helps customers differentiate between similar products Convincing customers to try products that they had not considered

Select all that apply Which of the following are important areas to cover in sales training? (Check all that apply.)

Relationship building Product information Company policies and practices Professional selling skills

Select all that apply Which of the following are methods a company should employ in encouraging greater sales effort.

Sales contests among salespeople Personal and public recognition for accomplishments Competitive salary and commissions

What is one big advantage of using an inside sales force as opposed to an external sales force?

Saves time

Which of the following activities are performed by order takers? (Check all that apply.)

Selling to established customers Maintaining customer relationships Completing sales transactions

Select all that apply Select all the statements that are true about telemarketing.

Some firms use groups of salespeople who specializing in telemarketing. In business markets, telemarketing calls from good salespeople are often appreciated. B2B telemarketing can provide customers with useful advice.

Select all that apply Select all the true statements about sales-related positions.

Some sales positions stress competition, meetings, and exceeding sales targets. Some sales positions require close collaboration with customers, learning their needs, and presenting a company's solution.

Select all that apply Which of the following are steps a sales manager can take to determine how many salespeople are needed to have an effective sales force? (Check all that apply.)

Specify important sales tasks to be accomplished. Use work and customer statistics to determine how many people are required to achieve company objectives. Estimate how much work can be done by a single salesperson in a given amount of time.

Select all that apply What are three characteristics of missionary salespeople?

They develop goodwill and stimulate demand. They help intermediaries train their salespeople. They work for producers.

Select all that apply Select all the choices that are characteristics of good salespeople.

They try to help the customer to buy. They build lasting relationships. They try to understand the customers' needs. They present advantages of their products.

True or false: A poor management decision about personal selling expenses can lead to lost sales.

True

True or false: Customer service is important to both business customers and final consumers.

True

True or false: Even if customers simply change their mind about a purchase, the customer service rep must figure out a way to make the customers happy.

True

True or false: In order to decide how much time to spend with different customers, a sales person weighs the potential sales volume and the potential for a sale for each customer.

True

Select all that apply Which of the following are characteristics of a technical specialist? (Check all that apply.)

Typically has a science or engineering degree Understands the various uses a customer may have for a product

Personal selling is often Blank______.

a company's largest single operating expense

Which sales situation would call for an emphasis on personal selling?

a high need for coordination and cooperation

Select all that apply Regular salesperson performance reviews help managers to ensure that Blank______. (Check all that apply.)

areas needing attention by salespeople or management are identified compensation plans are aligned with employees' effort and results a salesperson is performing all of the tasks described in his or her job description

The number of salespeople needed for a given product or brand Blank______.

changes as sales tasks change

Select all that apply Firms can find it difficult to determine the correct number and kinds of salespeople because Blank______. (Check all that apply.)

changes in strategy may require a firm to restructure its sales force having too many salespeople wastes company money having too few salespeople can lead to important selling tasks being overlooked

In order to make sure a firm can afford to pay competitive salaries to salespeople, managers should Blank______.

compare the estimated value of a salesperson to the salary amount

To attract, retain, and motivate effective salespeople, a firm needs an effective Blank______ plan.

compensation

Select all that apply Due to the large number of products that they are responsible for selling, wholesalers' order takers should focus on Blank______. (Check all that apply.)

confirming that orders have been filled on time placing orders maintaining close contact with customers

Wendy sells customized software to accountants and bookkeepers. In a series of sales calls, Wendy tries to get a good understanding of the customer's needs. She carefully considers the different software products she has available and customizes an offer for each customer. Wendy appears to be using a Blank______.

consultative selling approach

A salesperson typically Blank______.

coordinates the relationship between firm and customer

Customer service reps play the role of Blank______.

customer advocates

Select all that apply Ethical decisions may require salespersons to balance Blank______.

customer interests personal interests company interests

A Blank______ rep works with customers to resolve problems that arise with a purchase.

customer service

A particular challenge for order getters in service industries is that Blank______.

customers cannot physically inspect a service, and must rely on the salesperson to provide evidence of the quality of the service offered

Jake's Convenience Store exchanges standardized information on orders, invoices, delivery status, and prices with its wholesaler, and the items stocked change little from month to month. Since no relationship building is required, the most efficient relationship between Jake's and its supplier would likely be Blank______.

customized e-commerce

job description

customized e-commerce

A firm should only base its compensation plan on incentives when there is a strong correlation between Blank______.

employee effort and results

Sales managers should regularly Blank______.

evaluate the performance of salespersons

What is an advantage of a straight commission for sales compensation?

fewer sales managers needed

Several customers of Mike's Machine Works live beyond the territory of the sales force, so the company relies on a team of employees who call these customers on the phone to tell them about new products. These employees are an example of a(n) Blank______.

inside sales force

An order getter helps bring products out of the Blank______ stage of the product life cycle.

introduction

Select all that apply When hiring salespeople, the best practices for progressive companies include Blank______. (Check all that apply.)

keeping an updated list of potential job candidates scheduling candidates for multiple interviews conducting thorough background checks

Firms often retain an elite sales team to deal with Blank______.

large accounts

When a firm places special emphasis on large customers, it may use a(n) Blank______ to sell to these customers.

major accounts sales force

Rita works as a salesperson for a soft drink company. Rita needs to identify which customers in her territory she needs to target, determine which products to discuss with the customer, and sometimes negotiate prices. In essence, Rita is operating as a Blank______ manager in her territory.

marketing

Merchandiser or detailer are alternate terms used to describe Blank______ salespeople.

missionary

In order to compete effectively, it is most important for firms to make use of Blank______.

modern technology

Salespeople who work to generate new business opportunities and build relationships with customers are known as Blank______.

order getters

Salespeople who sell to the regular or established customers, complete most sales transactions, and maintain relationships with customers are called Blank______.

order takers

The three basic sales tasks are Blank______.

order-getting, order-taking, and supporting

The Ross Consulting Group advises hospitals on ways to save money. Each situation is unique and involves a high degree of problem solving, coordination, and cooperation. There is almost no standard information sharing. The relationship between Ross Consulting Group and its customers needs Blank______.

personal selling

A memorized presentation that does not change depending on customer needs is called a(n) Blank______ sales presentation.

prepared

Samsung uses inbound telemarketing to respond to customer questions. In addition, the company has people who search the Internet and access big data from Facebook, Twitter, blogs, and discussion forums to find complaints related to Samsung and to attempt to remedy the complaint. The company is using a(n) Blank______ customer service policy.

proactive

When a company does not wait for a customer to contact them with a complaint, but instead uses technology and research to identify and contact seemingly unhappy customers, the company is engaging in Blank______.

proactive customer service

Most of a customer service rep's time is spent helping to remedy Blank______.

problems with a purchase

The procedure of locating potential customers for a product or service is known as Blank______.

prospecting

The biggest advantage to specializing sales people by product line is that it Blank______.

provides a level of expertise to the customer

Sales training should cover company policies and practices, product information, professional selling skills and

relationship building

Select all that apply What are characteristics about sales jobs that provide many college graduates great satisfaction?

relatively high pay helping people problem-solving

Order takers at Blank______ businesses sometimes work at a customer checkout counter making minimum wage and may be unmotivated. This can lead to poor service to customers.

retail

When customers are located far from a company, the only link between the customers and the company might be the Blank______.

salesperson

A salesperson does most of the talking early to make key points before bringing the customer along to answer questions in the Blank______.

selling formula approach

What is an advantage of a straight salary for sales compensation?

simple to administer

If managers do not provide detailed Blank______ to salespeople, the salespeople may be expected to be marketing managers in their own territories.

strategy guidelines

Salespeople who help others secure orders but who do not try to get orders themselves are known as Blank______.

supporting salespeople

Paula's Projection Screens Inc. is trying to sell its product to a chain of movie theaters. This requires the sales rep, an engineer, and a quality control manager to attend meetings with the movie theater staff to provide answers to their questions. This is an example of Blank______.

team selling

When several employees work together on the same account and each handles a different sales task, they are said to be Blank______.

team selling

During her sales call to the housing contractor, Kendra was discussing the new home monitoring system her company had introduced. When she wasn't able to answer an electrical question about the system, she called Marietta at the company for the answer. Marietta is acting as a(n) Blank______.

technical specialist

Prepared sales presentations are most often used by Blank______.

telemarketers

After meeting with a small business owner, point of sale technology salesman Ernesto decides that his customer would be better served by a less-complex terminal offered by a competing firm, and provides the customer with a referral. This is an example of Blank______.

the consultative selling approach

Select all that apply Which two factors determine whether a firm should use personal selling, e-commerce, or a combination of the two?

the extent to which the information exchanged is standardized the level of relationship building required

Building a competitive sales force requires paying Blank______.

the going market wage

A sales territory can be very large or very small, depending on Blank______.

the market potential

A sales territory can be very large or very small, depending on Blank______.A sales territory can be very large or very small, depending on Blank______.

the market potential

When a salesperson begins a presentation with several standardized remarks and leads the customer through questions designed to determine the correct closing strategy, he or she is using Blank______.

the selling formula approach

Prepared sales presentations are useful when Blank______.

there is not a lot of time for the presentation

The first step that sales managers take in order to decide how many salespeople are needed is Blank______.

to estimate how much work can be done by one person in a given time period

In order to select good salespeople, a company should Blank______.

use a systematic approach based on different inputs

From one country to another, the techniques used for personal selling and customer service Blank______.

vary

Order takers for producers usually handle few items; however, order takers for Blank______ often sell thousands of items.

wholesalers

Customer service reps usually Blank______.

work to remedy something that went wrong with a customer purchase