Chapter 16 Personal Selling and Sales Promotion

Stahl, Inc., has 1,000 Type-A accounts, each requiring 28 calls per year, and 2,200 Type-B accounts, each requiring 15 calls per year. If each salesperson at Stahl, Inc., can make 1,500 sales calls per year, approximately how many salespeople will be needed?

40

Which of the following best explains the growth of telephone and online selling? A) the use of the Do Not Call Registry B) the ability to make up to 8 times as many more customer contacts per day than an outside salesperson C) the similarity in cost between the inside and outside sales forces D) the difficulty and expense of reaching some customers E) the preference of customers for face-to-face contact

B) the ability to make up to 8 time as many more customer contacts per day than an outside salesperson

________ refers to the standard that establishes the amount each salesperson should sell and how sales should be divided among the company's products. A) Conditional sale B) a bill of sale C) a sales quota D) prospecting E) satisficing

C) a sales quota

Which of the following is especially crucial in the approach stage of the selling process? A) ensuring the customer understands the company's history B) telling the customer about the company's products C) listening to the customer D) presenting the solution that the customer needs E) overcoming the customer's objections

C) listening to the customer

Which of the following is true about the sales force of a company? A) Salespeople rely on engineers and manufacturers to learn about customer needs. B) The sales force plays a minor role in customer-company relationships. C) Salespeople rarely visit in person with customers D) Salespeople represent customers to the company, championing customers' interests E) Salespeople do not have the authority to act on customers' objections

D) Salespeople represent customers to the company, championing customers' interests

If a company ________, it should adopt a product sales force structure, in which the sales force specializes along product lines. A) Specializes in a single product B) manufactures a small number of simple products C) maintains that product specialization is counterproductive D) has numerous and complex products E) lacks salespeople with superior technical know-how

D) has numerous and complex products

T/F: In the territorial sales force structure, each salesperson is responsible for selling a single, exclusive product across different geographical regions

FALSE

What is the last step in the selling process?

Follow up

Sales force management includes all of the following EXCEPT __________ salespeople. A) Recruiting B) Evaluating C) Paying D) Supervising E) Training

Paying

T/F: In a complex sales force structure, salespeople can be specialized by customer and territory; product and territory; product and customer; or territory, product, and customer.

TRUE

T/F: Personal selling involves interpersonal interactions between salespeople and individual customers

True

In what situation is a complex sales force structure uses?

When a company sells a wide variety of products to many types of customers over a broad geographic area

Which of the following steps in the selling process is most focused on ensuring customer satisfaction and repeat business? A) preapproach B) demonstration C) handling objections D) qualifying prospects E) follow up

follow up