MKT 390 GUIDEPOST QUESTIONS
improve customer relations
A company that conducts sales training may do so to satisfy one or more of the following objectives: to teach selling skills to increase productivity to improve morale to decrease turnover _______________ to improve time and territory management
a college degree that is not business related
According to the Klein Institute for Aptitude Testing, all of the following characteristics are frequently found among salespeople who fail, except __________.
5
Beck's best course of action would be to add 5 salespeople.
sales people are born, not made
False
good listening skills, product knowledge
For building trust with customers, salespeople will usually say that BLANK (on the salesperson's part) is/are most important. Customers, on the other hand, are likely to say that the salesperson's BLANK is/are most important.
good listening skills product knowledge
For building trust with customers, salespeople will usually say that ______ is/are most important. Customers, on the other hand, are likely to say that the salesperson's _____ is/are most important.
false
In most companies, sales training emphasizes product knowledge and selling skills--but rarely does it also cover legal and ethical issues.
the Toyota factory in Columbus, Indiana (where forklifts are assembled)
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. 336111 is also the NAICS code for all of the following except __________.
a plant that manufactures automobiles
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. In its entirety, this six-digit NAICS code identifies the facility as
a plant that manufactures automobiles and/or light duty vehicles
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. The first five digits (33611) of this NAICS code identify the facility as ____
a plant that manufactures motor vehicles
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. The first four digits (3361) of this NAICS code identify the facility as __________.
In some companies, salespeople have the job title Marketing Representative.
True
A company's __________ answer(s) the question "What business are we in?"
mission statement
Objectives are __________ than goals
more
false
salespeople are born, not made
As Johnston and Marshall point out, at some point in your career you may have an opportunity to build a sales force from scratch. For the sales manager who is building a new sales force and wants to maximize its effectiveness, the authors provide six building blocks of success. The building blocks are
start with a strategy appoint an expansion team leverage existing strengths go to the press avoid compensation SNAFUs provide support
Regarding manufacturers' reps, which of the following is not consistent with the information in your textbook?
"Manufacturers' representative" and "selling agent" are two different names for the same role. also manufacturers usually reimburse manufacturers' reps for expenses such as gasoline, cell phone service, and hotel accommodations also manufacturers' rep is an ideal sales job for a new college graduate
Organizational citizenship behaviors (OCBs) altruism
--- that are expected of a sales professional include sportsmanship, civic virtue, conscientiousness, and ----
Organizational citizenship behaviors (OCBs) altruism
----- that are expected of a sales professional include sportsmanship, civic virtue, conscientiousness, and ------
The stages of strategy development and implementation are
1. Analyze market opportunities 2. Generate strategies 3. select the strategy 4. program the marketing mix 5. review and revise the strategy 6. audit and adjust the strategy
Stages in the B2B Buying Process are
1. Anticipation or recognition of a problem or need 2. Determination and description of the traits and qualities of the needed item(s) 3. Search for and qualification of potential suppliers 4. Acquisition and analysis of proposals or bids 5. Evaluation of proposals and selection of suppliers 6. Selection of a(n) order routine 7. Performance evaluation and feedback
Sales organizations are being reinvented to better address the needs of the changing marketplace. Johnston and Marshall identify six trends or new courses of action that will position a sales organization to compete better in the 21st century. These change drivers, as they are called, are
1. Building long-term relationships with customers 2. Creating sales organizational structures that are more nimble and adaptable to the needs of different customer groups 3. Gaining greater job ownership and commitment from salespeople 4. Shifting sales management style from commanding to coaching 5. Leveraging available technology for sales success 6. Better integrating salesperson performance evaluation
The three major objective of CRM (customer relationship management) are
1. Customer acquisition 2. customer retention 3. customer profitability
The external environment lies beyond the four walls of a company and is beyond the control of individual managers. Variables (sometimes called "factors" or "sectors") in this environment can have a big effect on the company's sales and marketing. The authors group these external variables into five broad categories, or components, which are
1. Economic 2. Political and legal 3. Technological 4. Social and cultural 5. Natural
The authors group variables in the internal environment into six sectors, which are
1. Goals, objectives, and culture 2. Human resources 3. Financial resources 4. Production and supply chain capabilities 5. Service capabilities 6. R&D and technological capabilities
Johnston and Marshall present 20 success factors (i.e., skills, behaviors, and habits) that are critically important for salespeople. When 215 sales managers were asked to rank these success factors in order of their importance, they ranked the following as the ten most important.
1. Listening skills 2. Follow-up skills 3. Ability to adapt sales style from situation to situation 4. Tenacity—sticking with a task 5. Well organized 6. Verbal communication skills 7. Proficiency in interacting with people at all levels of a customer's organization 8. Demonstrated ability to overcome objections 9. Closing skills 10. Personal planning and time management skills
The stages of the B2B sales process are
1. Prospecting for customers 2. Opening the relationship 3. Qualifying the prospect 4. presenting the sales message 5. closing the sale 6. servicing the account
Cedrick Hedrick, a CEO, wants his company to be a more relationship-based enterprise, and he wants all of the company's CRM efforts to be maximally effective. In order to move the company in that direction, Cedrick needs to know the answers to 10 questions, three of which have to do with his company's customers. Those three questions are
1. Who are our customers? 2. What do our customers want and expect? 3. What is the __________ of our customers? ^ lol again, pls help a girl out
Peyton Layton, a CEO, wants her company to be a more relationship-based enterprise, and she wants all of the company's CRM efforts to be maximally effective. In order to move the company in that direction, peyton needs to know the answer to 10 questions, four of which have to do with managerial decision making in her company. Those four questions are
1. Who are we? 2. How do we organize to move value closer to our customers? 3. How do we measure and manage our performance? 4. How do we increase our capacity for change?
Molly Holly, a CEO, wants her company to be a more relationship-based enterprise, and she wants all of the company's CRM efforts to be maximally effective. In order to move the company in that direction, Molly needs to know the answer to 10 questions, three of which have to do with the relationship between her company and its customers. Those three questions are
1. what kind of relationship do we want to build with our customers? 2. How do we foster exchange? 3. How do we work together and share_________? ^ if someone can figure that out pls lmk (:
sales quota
= the quantity or amount (of a product or service) that is the sales goal of a marketing unit in a stated time period. "Marketing unit" may be a sales region or district, a sales territory, or an individual salesperson.
to improve customer relations
A company that conducts sales training may do so to satisfy one or more of the following objectives: to teach selling skills to increase productivity to improve morale to decrease turnover _______________ to improve time and territory management
true
A company that recruits well-educated people for sales position has to compete not only with other companies, but also with other occupations.
The title of your textbook is Sales Force Management. What does the expression sales force refer to?
A company's salespeople; that is, the part of the company's workforce who are in sales
technical selling
A firm is more likely to recruit from other departments in the company—or from other companies in the same industry—if the job involves _________.
missionary
A firm is more likely to recruit through advertisements, employment agencies, or educational institutions if it is looking for a __________ seller.
trade servicer
A firm is more likely to recruit through advertisements, employment agencies, or educational institutions if it is looking for a __________.
Which of the following is one of the differences between a manufacturers' rep and a selling agent?
A manufacturers' rep may sell noncompeting product lines for several principals; a selling agent sells for only one principal. also a manufacturers' rep has been given a protected territory where he or she sells the principal's product, and the principal has awarded non overlapping territories to other reps as well. A selling agent, on the other hand is responsible for selling all of the principal's output throughout an entire country, continent, or even hemisphere
Which of the following is not a touchpoint?
A prospective customer drives past a store and wonders if it carries the type of product she's looking for
false
A salesperson who sells only to wholesalers does not need to understand the business needs of the retailers who buy from those wholesalers.
being terrible at golf
According to the Klein Institute for Aptitude Testing, all of the following characteristics are frequently found among salespeople who fail, except __________.
having been an athlete in college
According to the Klein Institute for Aptitude Testing, all of the following characteristics are frequently found among salespeople who fail, except __________.
lack of sales experience with similar products or services
According to the Klein Institute for Aptitude Testing, all of the following characteristics are frequently found among salespeople who fail, except __________.
determining what qualifications are necessary to do a sales job well
According to the authors of your textbook, the most difficult part of the recruitment and selection process is __________.
financial
Account executive Newton Wooten and his boss, branch manager Joey Bowie, have just met to discuss Newton's 2022 sales quota. Newton learned that he is expected to bring in sales that will add at least $1.2 million to the company's 2022 net profit. Newton's quota is a(n) __________ quota.
Which of the following is the best example of a market exchange?
After an unsuccessful job interview in Chicago, Macey Tracy buys a hamburger from one of the vendors at O'Hare International Airport before flying back to Lexington
instrumentality estimates
After six consecutive months of achieving or exceeding his monthly quota, Charlie begins to think about the future that lies beyond his current role. When Charlie was in is senior year of college, he set a goal to be an "executive" within three years after graduation. That is, he intends to be a manager with direct reports and a budget by that time. During his candid conversations with Parker, Charlie has learned that in this company (and across this industry), a salesperson always - without exception - has to rack up six or seven years of impressive sales results to be considered for a promotion to district manager. Charlie is confident that he can achieve impressive sales results, but his three-year goal is even more important to him now than it was when he was looking for a job. Finding out about the six- to seven-year path to management is a serious letdown for him. According to expectancy theory, what Charlie has learned about the company's promotion timeline will have a direct negative effect on his __________.
expectancy magnitude
After two weeks in the territory, Charlie is feeling good about his role, and he is 100% confident that he will achieve this year's sales quota. Charlie knows that his success is ultimately up to him, and he believes without a doubt that he can make great things happen. He plans to do whatever is necessary to start each day in a positive state of mind and to pursue every sales opportunity enthusiastically. Charlie also recognizes the value of follow-up and excellent customer service, and he is determined to be a hero to his customers. In the language of expectancy theory, Charlie's --- estimates have great ----
Time Series Analysis
All of the following are subjective (as opposed to objective) methods of sales forecasting, except __________.
time-series analysis
All of the following are subjective (as opposed to objective) methods of sales forecasting, except __________.
true
All other things being equal, a salesperson who has a strong sense of internal control will have higher expectancies.
6 to 9 monts, not included
All other things being equal, it takes BLANK months for a company to break even on a new salesperson's compensation and expenses, BLANK the amount that the company has spent on training
six to nine not including
All other things being equal, it takes six to nine months for a company to break even on a new salesperson's compensation and expenses, not including the amount that the company has spent on training that individual.
Aptitude a skill
Aptitude consist(s) of relatively enduring personal abilities, whereas a skill is a proficiency level that can change—sometimes rapidly—with learning and experience.
true
As technology becomes more sophisticated, the quality of a salesperson's presentation becomes more important.
7 weeks, 2 years
At a drug manufacturer that is mentioned by the authors, new salespeople who will be selling conventional over-the-counter consumer products receive BLANK of training. Those recruits who will be selling the company's more technical products, on the other hand, receive BLANK
seven weeks, two years
At a drug manufacturer that is mentioned by the authors, new salespeople who will be selling conventional over-the-counter consumer products receive _________ of training. Those recruits who will be selling the company's more technical products, on the other hand, receive _________ of training.
on the job training (OJT) , credit and collections
BLANK sometimes involves job rotation. That's where trainees are assigned to different departments (in sequence) where they learn such things as manufacturing, marketing, shipping, BLANK , and servicing procedures.
Current marital status, number and ages of dependents (marital/family status)
Based on the results of a meta-analysis by Ford, Walker, and Churchill*, which of the following sets of skills or traits is a better predictor of salesperson performance than the others?
Father's/mother's occupation, number of siblings, family responsibilities (personal history and family background)
Based on the results of a meta-analysis by Ford, Walker, and Churchill*, which of the following sets of skills or traits is a better predictor of salesperson performance than the others?
Mental flexibility, ideational fluency, spatial visualization, inductive and logical reasoning, associative and visual memory (cognitive ability)
Based on the results of a meta-analysis by Ford, Walker, and Churchill*, which of the following sets of skills or traits is a better predictor of salesperson performance than the others?
Past and current income levels, family income, home ownership (financial status)
Based on the results of a meta-analysis by Ford, Walker, and Churchill*, which of the following sets of skills or traits is a better predictor of salesperson performance than the others?
Skills related to organizing, directing, and leading other people (general management skills)
Based on the results of a meta-analysis by Ford, Walker, and Churchill*, which of the following sets of skills or traits is a better predictor of salesperson performance than the others?
altruism
Bertha Murtha is a senior sales representative for a consumer packaged goods company. As one of the salespeople who has been in the district the longest, Bertha is extremely knowledgeable about selling techniques, the company's products, and the company's customers. Bertha believes she has a responsibility to share her knowledge with those who can benefit from it. She is never too busy to answer a rookie sales rep's question, and she has been a mentor to several of the newer reps in the district. In this scenario, Bertha is engaging in which OCB?
Micropolitan Statistical Area (MiSA) Micropolitan Statistical Area (MiSA)
By recent estimates, the Frankfort KY [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] had a population of 73,408, with 27,609 of those individuals residing within Frankfort itself. By similar estimates, the Richmond-Berea KY [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] is populated by 109,118, of whom 35,894 live within the community of Richmond and 15,787 live in Berea.
metro micro
By recent estimates, the Lexington-Fayette [ Select ] ["Metropolitan Statistical Area (MSA)", "Micropolitan Statistical Area (MiSA)"] has a population of 516,464, with 321,959 of those individuals residing within Lexington itself. By similar estimates, the Paducah KY-IL [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] is populated by 99,261, of whom 24,941 live within the community of Paducah itself.
micro metro
By recent estimates, the London KY [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] had a population of 128,215, with 8,043 of those individuals residing within London itself. By similar estimates, the Knoxville TN [ Select ] ["Metropolitan Statistical Area (MSA)", "Micropolitan Statistical Area (MiSA)"] is populated by 883,309, of whom 187,500 live within the community of Knoxville itself.
Micropolitan Metropolitan
By recent estimates, the London KY [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] had a population of 128,215, with 8,043 of those individuals residing within London itself. By similar estimates, the Knoxville TN [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] is populated by 883,309, of whom 187,500 live within the community of Knoxville itself.
metro metro
By recent estimates, the Memphis TN-MS-AR Metropolitan Statistical Area (MSA) had a population of 1,350,620, with 650,618 of those individuals residing within Memphis itself. By similar estimates, the Dayton-Kettering OH Metropolitan Statistical Area (MSA) is populated by 806,548, of whom 140,640 live within the community of Dayton itself.
Metro Micro
By recent estimates, the St. Louis MO-IL Metropolitan Statistical Area (MSA) had a population of 2,807,338, with 302,838 of those individuals residing within St. Louis itself. By similar estimates, the Danville KY Micropolitan Statistical Area (MiSA) is populated by 54,435, of whom 16,804 live within the community of Danville itself.
metro micro
By recent estimates, the St. Louis MO-IL [ Select ] ["Metropolitan Statistical Area (MSA)", "Micropolitan Statistical Area (MiSA)"] had a population of 2,807,338, with 302,838 of those individuals residing within St. Louis itself. By similar estimates, the Danville KY [ Select ] ["Micropolitan Statistical Area (MiSA)", "Metropolitan Statistical Area (MSA)"] is populated by 54,435, of whom 16,804 live within the community of Danville itself.
32
Charity Garrity, a sales manager, is using the breakdown method to figure out how many salespeople she needs. Charity and her district's analytically gifted executive assistant Phyllis Willis have completed a market opportunity analysis, and the resulting sales forecast is $8 million. Charity believes that her sales reps can each be expected to sell $250,000 worth of the company's products in a year's time. If Charity's assumptions are valid, she needs _____ sales reps in her district
which of the following would Kraft Heinz Company consider to be a key account?
Chick-fil-a
sportsmanship
Daphne Gaffney tries to avoid getting into conversations with fellow sales representative Kieran Sheeran, and for good reason. Talking to Kieran can be a real downer. Kieran routinely speaks badly of his customers and blames them for any problems in his territory. He also seems to obsess over minor inconveniences, to the point where he makes them sound like major obstacles. The authors of the textbook would say that __________ is missing from Kieran's repertoire of OCBs.
There are several kinds of B2B selling jobs. Johnston and Marshall categorize the different sales job types based on the tasks and activities that are expected of the salesperson. Which of the following is not one of the four types?
Direct seller The four types ARE: Missionary seller Technical seller Trade Servicer New business seller
False
Disengagement happens only with salespeople who are at or near the end of their careers.
activity
District sales manager Morgan Dorgan and sales representative Sophie Brophy are discussing Sophie's 2022 quota. Sophie has agreed to make at least 275 product demonstrations and attend at least three regional or national trade shows. Sophie's quota is a(n) __________ quota.
volume
District sales manager Shirley Hurley has just explained field sales representative Fred Shedd's 2022 sales quota to him. Fred is expected to sell at least 200 drill presses, 60 lathes, 250 circular saws. Fred's quota is a(n) __________ quota.
civic virtue
Dylan McMillan is a sales representative for a company that sells construction materials. Even though it is not mentioned as a requirement in his job description, Dylan believes it is important for him to show up at local meetings of the Building Industry Association. He also attends city council and chamber of commerce meetings, and is involved in the Rotary Club. In each of these activities, he thinks of himself as a representative of his company and acts accordingly. The authors of the textbook would say that Dylan has mastered the __________ category of OCBs.
true
External environmental characteristics - such as general economic conditions, strength of competitors, and restrictions on product availability - can lower a salesperson's expectancies.
are given to the salesperson by other people recognition
Extrinsic rewards are those that [ Select ] ["salespeople attain for themselves", "are given to the salesperson by other people"] , such as
other people pay
Extrinsic rewards are those that are given to the salesperson by other people , such as pay .
other people promotion
Extrinsic rewards are those that are given to the salesperson by other people , such as promotion .
other people security
Extrinsic rewards are those that are given to the salesperson by other people , such as security .
One of the tasks of market opportunity analysis is to determine whether the company's mission statement is realistic.
False
salespeople are made, not born
False
the average number of months or years before the job occupant is promotable to the next level
For a sales job, a good job description will typically include all of the following except __________.
the ideal age of the candidate
For a sales job, a good job description will typically include all of the following except __________.
the ideal height and weight for a candidate
For a sales job, a good job description will typically include all of the following except __________.
realistically attainable
For a salesperson's quota to be effective, it needs to be easy to understand, complete, timely, and __________.
Use at least one objective method, combined with at least one subjective method.
For the sales manager who is choosing a forecasting method, which of the following pieces of advice is most consistent with Johnston and Marshall's recommendations?
A city or town may have a __________, which requires all door-to-door salespeople to obtain a license from the city
Green River Ordinance
22
Hope Pope, a sales manager, is using the breakdown method to figure out how many salespeople she needs. Hope and her district's analytically gifted executive assistant Jermaine Tremaine have completed a market opportunity analysis, and the resulting sales forecast is $6 million. Hope believes that her sales reps can each be expected to sell $275,000 worth of the company's products in a year's time. If Hope's assumptions are valid, she needs _____ sales reps on her team.
from other departments in the company or by referrals from other people in the same industry
If a sales job requires substantial product knowledge and industry experience, a firm is more likely to recruit
from other departments in the company OR by referrals from other people in the same industry
If a sales job requires substantial product knowledge and industry experience, a firm is more likely to recruit BLANK or BLANK
false
In most companies, sales training emphasizes product knowledge and selling skills--but rarely does it also cover time and territory management.
False
In most companies, sales training emphasizes product knowledge and selling skills—but rarely does it also cover the technology that salespeople use to do their jobs.
false
In most companies, sales training emphasizes product knowledge and selling skills—but rarely does it also cover the technology that salespeople use to do their jobs.
False
In most industries, training for new salespeople begins with two weeks of classroom instruction.
false
In most industries, training for new salespeople begins with two weeks of classroom instruction.
volume
In order to make quota this year, Summer Plummer needs to sell at least $100,000 worth of dresses, $80,000 worth of pants, $70,000 worth of shirts, and $50,000 worth of accessories. Summer's quota is a(n) __________ quota.
true
Increasingly, salespeople need to be bilingual or multilingual.
Johnston and Marshall (they're the authors of your textbook) describe __________ as willingness to think outside the box, do things differently, and embrace change.
Innovation
salespeople attain for themselves feelings of accomplishment
Intrinsic rewards are those that ----- , such as ----".
Jayden Hayden has been out of college for about eight years. So has Sierra Rivera. In fact, they both graduated from business school at the same university. Sierra has gone into business for herself and is launching a new company. Because she is a good networker, she has kept track of Jayden's career and knows that he has worked for a highly respected company since graduation. She also knows that during his time with his employer, he has been promoted from sales representative to district manager, and then from district manager to regional manager. Sierra needs a chief customer officer (who will have the title vice president of sales and chief customer officer) for her company. She thinks Jayden would be a great match for the position, so she contacts him to see if he's willing to meet to discuss the possibility. Jayden is also good at networking; in addition to remembering Sierra from college classes and marketing club activities, he has kept track of her career, too. He believes she'll be a first-rate founder and CEO, and believes it may very well be worth leaving his current position to be part of her startup. So, they talk. [Fast forward to the part where Sierra has offered the position and Jayden has accepted it.] Starting out, the new company has no salespeople. Jayden knows that in this situation, some companies hire and develop their own internal sales force, and others outsource the selling job to independent agents. Under which of the following circumstances would it make sense for Jayden to make use of independent agents instead of hiring an internal sales force?
It is difficult for salespeople to sell the product if they don't have longstanding contacts in the industry.
false
It is rare for a company to have an out-of-date sales job description.
no
Johnston and Marshall present six dimensions or requirements of a good job description. One of these is The environmental pressures and constraints that might influence performance of the job, such as market trends, the strengths and weaknesses of the competition, the company's reputation among customers, and resource and supply problems. In the GE job posting above, does the description identify environmental pressures and constraints that might influence performance of the job?
no
Johnston and Marshall present six dimensions or requirements of a good job description. One of these is The mental and physical demands of the job, including the amount of technical knowledge the salesperson should have concerning the company's products, other necessary skills, and the amount of travel involved. In the GE job posting above, does the description mention the mental and physical demands of the job?
yes
Johnston and Marshall present six dimensions or requirements of a good job description. One of these is The nature of product(s) or service(s) to be sold. In the GE job posting above, does the description address the nature of product(s) or service(s) to be sold?
no
Johnston and Marshall present six dimensions or requirements of a good job description. One of these is The relationships between the job occupant and other positions within the organization. To whom does the job occupant report? What are the salesperson's responsibilities to the immediate superior? How and under what circumstances does the salesperson interact with members of other departments? In the GE job posting above, does the description explain how and under what circumstances the salesperson will interact with members of other departments?
no
Johnston and Marshall present six dimensions or requirements of a good job description. One of these is The specific tasks and responsibilities to be carried out, including planning tasks, research and information collection activities, specific selling tasks, other promotional duties, customer servicing activities, and clerical and reporting duties. In the GE job posting above, does the description name the specific tasks to be carried out?
praise pat on the back
Johnston and Marshall quote a vice president in a large company: You can throw money at people - bonuses, incentives, rewards, additional skills training - and they're all important parts of what the manager offers. But praise is number one. It goes a long way when you give them that pat on the back .
Life insurance, 60, 120
Johnston and Marshall state that BLANK companies usually have to interview between BLANK and BLANK people to find one hire.
more than one half, internal
Johnston and Marshall state that BLANK of U.S. industrial goods producers hire at least some of their salespeople from other departments in the company, such as engineering or purchasing.
more than one half, internal
Johnston and Marshall state that _____ of U.S. industrial goods producers hire at least some of their salespeople from other departments in the company, such as engineering or purchasing. This is an example of recruiting from _____ sources.
life insurance, 60 and 120
Johnston and Marshall state that life insurance companies usually have to interview between 60 and 120 people to find one hire.
Conscientiousness
Kim Grimm is a salesperson for a company that provides linens to hospitals. Kim takes time to make sure she is as accurate as possible when she enters customer information into Salesforce, and she also does so on a timely basis. Furthermore, Kim's boss, district manager Julie Dooley, knows that she can always expect Kim's monthly and quarterly reports ahead of their respective deadlines. Which OCB does Kim's behavior best exemplify?
The most effective way for sales managers to positively influence the ethical performances of their salespeople is to __________.
Lead by example
The authors of your textbook describe __________ as the capability to make things happen for the benefit of the sales organization and its customers.
Leadership
false
Like expectancies and instrumentalities, valences for rewards are probability estimates that a salesperson makes.
composite personality test scores AND evaluations based on personal interviews
Of the selection tools and procedures that are available for sales managers to use, BLANK have the greatest ability to predict a potential employee's future job performance, and BLANK have the least.
composite personality test scores :evaluations based on personal interviews
Of the selection tools and procedures that are available for sales managers to use, _____ have the greatest ability to predict a potential employee's future job performance, and ______ have the least.
34
On average, approximately _____ percent of a firm's sales force will quit or be terminated in any given year.
inaccurate expectancy
On his second day in the territory, Charlie has some doubts. He fears that if he works only 40 to 45 hours per week, he'll fail to reach his sales quota in his first year. Charlie is pretty sure he can reach his quota (and maybe exceed it by a little) if he spends every available weekday hour on selling tasks and does his research, paperwork, and other non-selling tasks after business hours and on weekends. Parker, on the other hand, knows that the quota is reasonable and that a work-life balance is also achievable. Two years ago, the territory was assigned to another first-year sales rep, Jodi Brody. Parker remembers that Jodi blew away her quota and earned a nice bonus that year. Parker also remembers that during that same year, Jodi won a golf tournament, ran a marathon, took up skydiving, and got married. In the language of expectancy theory, Charlie's misperception can best be described as a(n) __________.
OTJ and credit and collections
On-the-job training (OJT) sometimes involves job rotation. That's where trainees are assigned to different departments (in sequence) where they learn such things as manufacturing, marketing, shipping, credit and collections , and servicing procedures.
Organizational citizenship behaviors (OCBs) sportsmanship
Organizational citizenship behaviors (OCBs) that are expected of a sales professional include sportsmanship , civic virtue, conscientiousness, and altruism.
extraversion
Recent research suggests that __________ is positively related to success in B2C (i.e., retail) sales but negatively related to performance in B2B roles.
If an organization is well managed and healthy, there will be no disagreements and no uncertainty about a salesperson's role.
Regarding role conflict and ambiguity, which of the following statements is not consistent with the information in your textbook?
Which of the following is a line position?
Regional Sales Manager, Arizona-Utah-Nevada also District Sales Manager, Northern Alabama
12
Regional sales manager Kylie Riley is redeploying the sales force in her region. Chief customer officer Jayden Hayden has given Kylie the green light to adjust the number of territories and, if necessary, to hire additional sales representatives to gain optimal account coverage. As she completes an account analysis, Kylie categorizes the region's 1,210 existing accounts in the following manner. Type A: Large or very attractive—300 Type B: Medium or moderately attractive—420 Type C: Small but still attractive—490 Kylie has also determined that salespeople need to call on different categories of accounts with different frequencies, and she believes that the ideal call duration is different for each type of account, as well. These requirements break down as follows. Class A: 26 times per year x 45 minutes per call Class B: 9 times per year x 30 minutes per call Class C: 6 times per year x 20 minutes per call Kylie knows that each sales rep will receive three weeks' vacation and spend two weeks in training and/or continuing education each year, leaving 47 weeks to spend in their territory. In a 40-hour work week, she estimates that the reps' time spent on their respective tasks will be apportioned as follows. Selling time (direct contact with customers and prospects): 40% Nonselling time (order entry, recordkeeping, account research, service, etc.): 30% Travel to and from accounts: 30% If Kylie's assumptions are valid, and if she uses the workload method to calculate sales force size, she'll conclude that she needs _____ sales reps in the region.
18
Regional sales manager Oliver Tolliver is redeploying the sales force in her region. Chief customer officer Jayden Hayden has given Oliver the green light to adjust the number of territories and, if necessary, to hire additional sales representatives to ensure optimal account coverage. Oliver does an account analysis and categorizes the region's 1,480 accounts in the following manner. Type A: Large or very attractive—370 Type B: Medium or moderately attractive—450 Type C: Small but still attractive—660 Oliver has also determined that salespeople need to call on different categories of accounts with different frequencies, and he believes that the ideal call duration is different for each type of account, as well. These requirements break down as follows. Class A: 26 times per year x 60 minutes per call Class B: 9 times per year x 30 minutes per call Class C: 6 times per year x 20 minutes per call Oliver knows that each sales rep will receive three weeks' vacation and spend two weeks in training and/or continuing education each year, leaving 47 weeks to spend in their territory. In a 40-hour work week, he estimates that the reps' time spent on their respective tasks will be distributed as follows. Selling time (direct contact with customers and prospects): 40% Nonselling time (order entry, recordkeeping, account research, service, etc.): 30% Travel to and from accounts: 30% If Oliver's assumptions are valid, and if he uses the workload method to calculate sales force size, he'll conclude that he needs _____ sales reps in the region.
24
Rhett Jett, a sales manager, is using the breakdown method to figure out how many salespeople he needs. Rhett and his district's analytically gifted executive assistant Briar Meyer have completed a market opportunity analysis, and the resulting sales forecast is $7 million. Rhett believes that his sales reps can each be expected to sell $300,000 worth of the company's product in a year's time. If Rhett's assumptions are valid, he needs _____ sales reps in his district.
false
Salespeople are made, not born.
similarity hypothesis, has not
Salespeople are more likely to be successful when they are dealing with prospects similar to themselves in demographic characteristics, personality traits, and attitudes than when their prospects have characteristics different from their own. (Therefore, managers should hire salespeople with demographic and personality characteristics as similar as possible to those of the prospects on whom they will be calling.) This is called the BLANK. It BLANK been supported by research findings.
similarity hypothesis has not
Salespeople are more likely to be successful when they are dealing with prospects similar to themselves in demographic characteristics, personality traits, and attitudes than when their prospects have characteristics different from their own. (Therefore, managers should hire salespeople with demographic and personality characteristics as similar as possible to those of the prospects on whom they will be calling.) This is called the _______ and has not been supported by research findings.
true
Salespeople who are uncertain about what is expected of them tend to have lower levels of job satisfaction than salespeople who have clarity about the company's expectations.
true
Salespeople who have high levels of role conflict tend to have lower levels of job satisfaction than salespeople who do not.
Which of the following is a staff position?
Senior Analyst, Sales Operations and Strategy
True
Setting a salesperson's quota way too high can cause the salesperson to engage in unethical behavior in order to make that quota.
In some management and marketing textbooks, the external environment has six or seven sets of variables. In addition to the economic, legal and political, technological, social and cultural, and natural categories, they may also include a category called demographic and/or a category called competitive. The authors of your textbook, however, consider population demographics to be part of the __________ category of variables.
Social and cultural
role ambiguity
Stuart Ewart sells industrial products that his customers use in their factories. He is working toward a sale to (what will be) a new customer, and he believes his chances are good. Stuart can structure the recommended order one of two ways. One mix of products and quantities would maximize total revenue from the sale. The other would result in a lower dollar total, but would maximize the profit margin percentage that his company would make on the deal. Stuart does not know which result would be more consistent with his company's "unwritten policy" on such matters. He also doesn't know whether he is expected to aim for a modest sale in order to "get his company's foot in the door" with the new customer or whether, in fact, he is expected to "go big or go home." Stuart is experiencing perceived role ambiguity
buildup workload
The [ Select ] ["buildup", "incremental", "breakdown"] method of determining sales force recognizes that different types of accounts should be called on with different frequencies, but it does not recognize that two similar-sized accounts may respond differently to the same sales effort. This method is also sometimes called the [ Select ] ["workload", "decomposition", "marginal-increase"] method
jury of executive opinion
The __________ method of sales forecasting begins the company's key managers stating their estimates of how much the company can sell in the forecasting period.
sales force composite
The __________ method of sales forecasting begins with each member of the field sales staff stating how much he or she expects to sell during the forecast period.
Delphi technique
The __________ method of sales forecasting involves a cycle of gathering anonymous estimates from a set of experts, summarizing the estimates, distributing the summary to the participants, and repeating the cycle until the range of estimates is deemed acceptable.
decomposition
The __________ method of sales forecasting makes sales projections based on historical data from individual months or seasons.
moving average
The __________ method of sales forecasting uses historical sales data from more than one year to forecast the next year's sales.
the job itself Company policies and support
The authors of the textbook believe that sales job satisfaction has seven dimensions. They are ---- Coworkers Supervision ----- Pay Promotion and advancement opportunities Customers
motivation
The authors of your textbook describe __________ as the amount of effort that the salesperson desires to expend on each activity or task associated with the job.
Aptitude Organizational variables
The authors of your textbook present a research-based model to explain salesperson performance. It is depicted graphically in Exhibit 6.1 and described in the accompanying paragraphs. A model is a diagram of how a theory works. Models help managers visualize which variables leads to, or influence, a particular outcome. In this model, the factors that influence a salesperson's job performance are Role perceptions ----- Skill level Motivation Personal variables ----- Environmental variables
role perceptions, aptitude, personal characteristics
The authors summarize research studies that have looked for variables that would account for differences in sales performance from one sales rep to another. The variables fall into six categories: aptitude, personal characteristics, skill levels, BLANK , motivation, and organizational and environmental factors. Of these six factors, the only two that a sales manager cannot influence or change are BLANK and BLANK
role perceptions aptitude personal characteristics
The authors summarize research studies that have looked for variables that would account for differences in sales performance from one sales rep to another. The variables fall into six categories: aptitude, personal characteristics, skill levels, _____ , motivation, and organizational and environmental factors. Of these six factors, the only two that a sales manager cannot influence or change are ___ and ____
breakdown
The breakdown method of determining sales force size is one of the simplest to use, but it fails to account for differences in sales potential from one territory to another.
breakdown
The breakdown method of determining sales force size is one of the simplest to use, but it treats sales as an end in itself—that is, it ignores profitability or lack thereof
breakdown
The breakdown method of determining sales force size is one of the simplest to use, but it uses reverse logic—that is, it treats sales force size as a consequence of sales volume.
When we discuss the internal environment, the word internal refers to the factors that are inside __________.
The company
valence for rewards
The company wants to increase sales of one of its products - we'll call it Product A - and is sponsoring the contest to incentivize the sales reps above and beyond their usual commission. At the end of the three-month contest, the rep who has sold the most Product A (in each district) will receive a five-day, all-expenses-paid trip for two to the Maldives. The rep with the second highest total Product A sales will receive a $500 night on the town (local to each district). The rep with the third highest total Product A sales will receive a $200 Amazon gift card. As luck would have it, the contest is beginning just as Charlie becomes eligible to compete. Charlie doesn't think he has any chance of winning first or second prize, and he is correct. He's up against some very experienced reps who have strong relationships with their customers (and who really want to go to the Maldives). Charlie thinks he would have a shot at third prize, if he were to really try, but he doesn't feel that $200 is worth the extra work hours and missed social opportunities that it would cost him. If we apply expectancy theory to diagnose Charlie's lack of motivation to try for third prize, we can conclude that it is a problem with __________.
exploration
The four career stages that salespeople typically go through are ____________ Establishment Maintenance Disengagement
incremental
The incremental method of determining sales force size is conceptually sound, but difficult to implement.
North American Industry Classification System
The letters in NAICS stand for __________.
a blend of online and in person
The most common sales training delivery format is __________.
blend of online and in person
The most common sales training delivery format is __________.
Sometimes a company is wise to emphasize personal selling as the key ingredient in its marketing communication mix. In other cases, a company should emphasize other forms of communication (such as advertising), and personal selling should play a minor role. In which of the following scenarios is personal selling most important? (Assume the seller is engaged in B2B selling).
The product is technologically complex also Buyers need a lot of detailed information in order to make a purchase decision
a plant that manufactures transportation equipment
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. The first three digits (336) of this NAICS code identify the facility as __________.
a plant that is owned by a manufacturing company
The six-digit NAICS code for Toyota Motor Manufacturing's Georgetown, Kentucky factory (where the Camry, Avalon, and Lexus ES 350 are assembled) is 336111. The first two digits (33) of this NAICS code identify the facility as __________.
statistical demand analysis Regression analysis
The statistical demand analysis method of sales forecasting makes predictions based on "predictor variables" that are believed to be correlated with sales, such as interest rates or economic indexes. Regression analysis is usually the preferred analytical tool.
the buyers' intentions method
The user expectations method of forecasting sales is also known as __________.
perceptions Expectancies Valence
Three sets of ----- determine a salesperson's motivation to expend effort on a particular task: ---- the perceived relationship between expending more effort and achieving improved performance Instrumentalities - the perceived relationship between improved performance and increased rewards --- for rewards - the perceived attractiveness of the rewards the salesperson might receive
the number of people employed by companies that have a particular NAICS code
To estimate demand for a consumer product in a territory, sales managers may look at all of the following information about that area, except __________.
the total number of households
To estimate demand for an industrial product in an individual territory, sales managers might look at all of the following information about that area, except __________.
learning, behavior change, and sales results
To evaluate the effectiveness of sales training, __________ must be measured.
stress
Travis Kravis is being interviewed for a sales position. The interview is being conducted by District Manager Miller Stiller. Miller is doing some things that make Travis uncomfortable. For example, Miller is silent for several seconds at a time, that is, for noticeably longer than is normal in a conversation between two people. Travis wonders whether he should say something to fill the gaps or wait for Miller to resume speaking. Additionally, some of Miller's questions seem a bit aggressive, and he's beginning to get under Travis' skin. Travis knows that Miller has not asked anything that is illegal to ask, but he feels at times like he is being interrogated. Travis remembers that Miller seemed pleasant when he greeted him at his office door earlier, and his email messages leading up to the interview seemed friendly and professional. Travis also knows that Miller is highly experienced and that his role requires the utmost professionalism. It just doesn't seem possible that Miller could ever have become successful by being so abrasive and socially inept. Suddenly, Travis remembers (from his sales management class in college) that sometimes, without warning, an interviewer will play the role of an unpleasant or overbearing customer. The interviewer's goal in doing so is to see how well the applicant handles some of the less-than-ideal behavior that customers and prospects sometimes dish out. So that's what Miller is doing. Travis now knows that he is on the receiving end of a(n) __________ interview.
Even before COVID-19, salespeople tended to work from home or a virtual office, and didn't visit their company's office very often.
True
Salespeople are often the first employees to know that their company has a new competitor in the marketplace
True
salespeople sometimes earn more money than their bosses
True
Regarding a company's buying center, which of the following statements is notconsistent with the information in the textbook?
Typically, a company's buying center is under the authority of the chief operations officer (COO) or the chief production officer (CPO) or A company's buying center usually has its own office or its own building
product knowledge
Typically, in a sales training program, more time is spent on __________ than any other topic.
is a minor, is over the age of 70, the applicant's specific age or date of birth
Under federal law, as presented by Johnston and Marshall, it is permissible to ask whether the applicant BLANK or is BLANK , but not BLANK
is a minor, Is over the age of 70, but not the applicant's specific age or date of birth
Under federal law, as presented by Johnston and Marshall, it is permissible to ask whether the applicant _____ or ____ , but not
Answer 1: 60,000 Answer 2: 52,500 Answer 3: 45,000 Answer 4: 37,500 Answer 5: 30,000
Using the information in the table above, assuming a 30 percent profit margin, we know that the incremental profit added by a fourth salesperson would be $ [ Select ] ["50,000", "40,000", "60,000"] a fifth salesperson would add $ [ Select ] ["43,750", "35,000", "52,500"] in incremental profit a sixth salesperson would add $ [ Select ] ["45,000", "30,000", "37,500"] in incremental profit a seventh salesperson would add $ [ Select ] ["37,500", "31,250", "25,000"] in incremental profit an eighth salesperson would contribute another $ [ Select ] ["25,000", "20,000", "30,000"] to the bottom line
False
Very few companies use formal classroom training as part of their sales training program.
false
Very few companies use formal classroom training as part of their sales training program.
less than equal to or slightly greater than
Volume quotas are usually set to be less than the sales potential in the territory and equal to or slightly greater than the sales forecast.
They all are expensive to use.
What do the user expectations, jury of executive opinion, Delphi technique, and market test methods of sales forecasting have in common?
Which of the following statements best explains the relationship between laws and ethics?
What is legal sometimes is not ethical
to attract a few good applicants
When a sales organization is recruiting, the objective is ___
attract a few good applicants
When a sales organization is recruiting, the objective is to attract a few good applicants .
personal interviews
When evaluating candidates for a sales job, managers use __________ more than any other selection tool.
market test
When the __________ method of sales forecasting is used, the product is made available in a few geographic areas. Purchase patterns in those areas are then considered to be valid predictors of the product's future success in the market as a whole.
higher-level personal growth accomplishment
When the authors speak of --- rewards, they are talking about such things as recognition, ---- , and feeling of ---
lower-level job security
When the authors speak of ---- rewards, they are talking about such things as pay and ----
market test
Which sales forecasting method gives your competitors a heads-up about the new product your company has been developing?
A company's recruiting communications (e.g., advertisements and internet postings) should not mention any of the unattractive aspects of the job.
With regard to recruiting, which of the following statements is not consistent with the information in the textbook?
Employment agencies have been made completely obsolete by job-related websites such as Indeed and LinkedIn.
With regard to recruiting, which of the following statements is not consistent with the information in the textbook?
The search for potential new sales recruits should always begin with external sources.
With regard to recruiting, which of the following statements is not consistent with the information in the textbook?
When advertising an open sales position, it is more important to appeal to a broad range of applicants than to portray the job realistically.
With regard to recruiting, which of the following statements is not consistent with the information in the textbook?
Market potential
__________ = the combined total quantity or amount (of a product or service) that your company and your competitors could sell in a stated period under ideal conditions
Sales forecast
__________ = the quantity or amount (of a product or service) that your company is expected to sell in a stated future period, given any known barriers or constraints in the business environment, such as production capacity limitations or supply chain issues
reference checks
__________ can be useful for double-checking the information that a candidate has put on a résumé or job application.
meta-analysis
__________ is a research technique that integrates and evaluates the findings of a large number of past research studies. It's sort of a "study of all the studies."
Polychronicity
__________ is the ability to switch between multiple tasks within the same block of time.
The authors of your textbook state that sales organizations are being reinvented to better address changing needs in the marketplace. Part of that reinvention is a change in sales management style, from __________a.__________ to __________b.__________ .
a. Commanding b. Coaching
Building long-term relationships with customers involves assessing ___________a.____________ and ___________b.___________ customers.
a. Customer value b. Prioritizing
The authors of your textbook describe the sales management process as three interrelated sets of decisions or processes. The __________a.__________ set, which they call __________b.__________ , involves organizing and planning the company's overall selling efforts and integrating those selling efforts with other elements of the firm's marketing strategy.
a. First b. Formulation
The authors of your textbook describe the sales management process as three interrelated sets of decisions or processes. The __________a.__________ set, which they call __________b.__________ , involves selecting appropriate sales personnel, designing approaches that will direct their efforts toward the desired objectives, and setting those approaches in motion.
a. Second b. Implementation
The authors of your textbook describe the sales management process as three interrelated sets of decisions or processes. The __________a.__________ set, which they call __________b.__________ , involves monitoring sales performance though appropriate metrics and making adjustments when performance is not satisfactory.
a. Third b. Evaluation and Control
A company's sales force is part of its __________a.__________ , which in turn is part of the __________b.__________ element of its marketing mix.
a. marketing communication mix b. promotion
A detailer is a special kind of __________a.__________ who works in the __________b.__________ industry.
a. missionary seller b. pharmaceutical
In order for a relationship between two companies is to develop into a strategic partnership, it usually will have to progress through four stages. Those stages, in their proper sequence, are
awareness, exploration, expansion, commitment
Grayson Mason sells a wide variety of products. Once he has established a relationship and sold a customer their first product, he tries to sell other products that he thinks the customer may be interested in. What Grayson is doing is called __________.
cross-selling
A company that has its own data warehouse, and that conducts analysis and modeling using data from that warehouse, and that also tries to maximize lifetime customer value is probably at the __________ stage of marketing evolution.
customer marketing
Taylor Naylor works as a salesperson for a company that provides "activity- and nutrition-based employee wellness programs" to medium-sized businesses. When contacting a potential client, Taylor often ends up talking to several people before she locates someone who can make an authoritative "yes" or "no" pronouncement regarding the purchase of a program such as the one that she sells. Taylor is having trouble identifying the ___________.
decider
Equal employment opportunity (EEO) legislation __________.
directly affects how sales managers implement their sales programs
In some management and marketing textbooks, the external environment has six or seven sets of variables. In addition to the economic, legal and political, technological, social and cultural, and natural categories, they may also include a category called demographic and/or a category called competitive. The authors of your textbook, however, consider competitors and competitive factors to be part of the __________ category of variables.
economic
Arlo Barlow is a sales representative for a company that manufactures and installs electrical power management systems for factories, distribution centers, and large office buildings. Each sale is for a customized solution—that is, the power management system is developed specifically for the customer's building or buildings. In this type of industry, the total price of a system is in the millions of dollars, and the sale is not typically made after just one interaction between Arlo and the customer. It may take weeks or months for the customer to decide to do business with Arlo's company and to reach agreement as to the exact specifications of the product. Arlo is not usually the only representative of his company who is involved in the sale. While Arlo is spending time with the facilities management people at a customer's location, the Vice President of Technology Applications from his company is likely to be communicating with one or more senior executives at the customer's company, and the CEO of his company may be talking to the CEO of the customer's company as well. The authors of your textbook would say that In this scenario, Arlo's employer is engaging in __________.
multilevel selling
A company can organize its sales force by
product, customer type or market, selling function, or geographically
When a company implements team selling, __________.
prospective customers' questions can be answered more quickly also it is likely to assign teams only to its largest customers also opportunities for cross-selling become easier to identify
sales jobs are ______________ boring.
rarely
Antitrust laws __________.
restrict marketing activities that would reduce competition
