MKTG Chapter 17 quiz

Which of the following is correct about sales force training? a. It is done by giving compensation to employees. b. Conducting job training in the field via a live sales call provides real world experience for a trainee. c. Training does not take place in the field or by using online modules. d. It cannot occur during sales meetings, annual meetings, or during the course of everyday business.

b. Conducting job training in the field via a live sales call provides real world experience for a trainee.

Which of the following statements is true of cold calling? a. It refers to a process of determining potential clients from friends of customers. b. It is a process in which the salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status. c. It refers to a recommendation from a customer or business associate. d. It is a process that describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect.

b. It is a process in which the salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status.

Which of the following is an advantage of personal selling over other forms of promotion? a. It adds to the consistency of promotion by using the same sales message for each prospective customer. b. It is considerably more effective in obtaining a sale and gaining a satisfied customer. c. It is effectively directed toward prospective and non-prospective customers. d. It becomes more effective when the number of prospective customers is more.

b. It is considerably more effective in obtaining a sale and gaining a satisfied customer.

______ is a form of lead generation in which the salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status. a. Referral b. Lead qualification c. Cold calling d. Network

c. Cold calling

_____ is a process by which customer information is centralized and shared in order to enhance the relationship between customers and an organization. a. Negotiation b. Customer profiling c. Need profiling d. Knowledge management

d. Knowledge management

Which of the following statements is not true in regards to relationship selling? a. Although it adds value, relationship selling is usually more expensive than having to prospect for and sell to new customers. b. The salesperson and the customer work together to improve the customer's bottom line. c. The salesperson becomes a partner and problem solver for their customer, offering advice when needed. d. Relationship selling usually results in more loyal customers who purchase from the company time after time.

a. Although it adds value, relationship selling is usually more expensive than having to prospect for and sell to new customers.

Which of the following statements is true of prospecting? a. It is the identification of those firms and people most likely to buy a seller's offerings. b. It is a process that describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect. c. It is the determination of a customer's specific needs and wants and the range of options the customer has for satisfying them. d. It is the process in which the salesperson ensures that the delivery schedules are met

a. It is the identification of those firms and people most likely to buy a seller's offerings.

Which of the following statements is an advantage of personal selling? a. The sales message can be varied according to the interests of each prospective customer. b. Cost per contact is much lesser than for mass forms of communication. c. Continual sales force management and training are unnecessary. d. It provides a brief and less time-consuming explanation about a product.

a. The sales message can be varied according to the interests of each prospective customer.

In regards to the sales force structure, organizing by market or industry can: (Check all that apply) a. allow salespeople to become experts in their fields. b. increase transactional, rather than relationship, selling. c. can improve customer service. d. encourage collaboration with other departments in the company.

a. allow salespeople to become experts in their fields. c. can improve customer service. d. encourage collaboration with other departments in the company.

Under which conditions would personal selling become more important than other forms of promotion? (Check all that apply) a. When customers are geographically dispersed. b. When the value of the product grows. c. When the number of potential customers becomes larger. d. When the product is more complex.

b. When the value of the product grows. d. When the product is more complex.

The sales environment: a. is always at the customer's place of business. b. changes constantly. c. remains the same. d. is always at the salesperson's place of business.

b. changes constantly.

Lewis, a salesperson at an automobile showroom, convinced one of his sales leads to buy the latest car in the showroom. Two weeks after the car was delivered to the buyer, Lewis calls the customer to check if he is satisfied with the car and his service. Upon hearing the satisfied reply, Lewis adds that he can be reached in case of any complaints in the future. In this case, Lewis is

b. following-up with his customer.

Disadvantages of relationship selling include: (Check all that apply) a. results in lower levels of customer satisfaction. b. requires highly skilled and knowledgeable salespeople. c. higher cost per presentation than other forms of promotion. d. difficulty in assessing the salesperson's performance.

b. requires highly skilled and knowledgeable salespeople. c. higher cost per presentation than other forms of promotion. d. difficulty in assessing the salesperson's performance.

Identify the statement which is correct about lead qualification. a. It refers to using friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations to identify potential clients. b. It refers to a process that describes the ''homework'' that must be done by a salesperson before he or she contacts a prospect. c. It refers to determining the recognized need, buying power, and receptivity and accessibility of a sales prospect. d. It refers to a process in which a salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status.

c. It refers to determining the recognized need, buying power, and receptivity and accessibility of a sales prospect.

_____ is the final step in the selling process, in which the salesperson ensures delivery schedules are met, goods or services perform as promised, and buyers' employees are properly trained to use the products. a. Sales analysis b. Handling objections c. Sales follow-up d. Closing the sale

c. Sales follow-up