Chapter 21 Learnsmart Assignment
Match the following parts of the sales recruitment effort with its definition. 1. A job analysis- 2. A job description- 3. Job Qualifications-
1. A job analysis-A study of a particular sale position, including how the job is to be performed and the tasks that make up the job 2. A job description-A written document that describes job relationships and requirements that characterize each sales position. 3. Job Qualifications-The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered necessary to perform the job successfully.
Match the following types of prospects with the correct definition. 1. A lead 2. A prospect 3. A qualified prospect
1. A lead-A person who may be a possible customer. 2. A prospect-A customer who wants or needs the product. 3. A qualified prospect- An individual who wants, can afford, and can decide to buy a product.
Match the following function of sales management with tasks involved with each 1. Sales plan formulation 2. Sales plan implementation 3. Salesforce evaluation
1. Sales plan formulation-Setting objectives and organizing the salesforce. 2. Sales plan implementation-Salesforce recruiting, training and compensation 3. Salesforce evaluation-Quantitative and behavioral assessments of salesforce
Match the following closing techniques with the correct definition. 1. Trial close 2. Assumptive close 3. Urgency close
1. Trial close- Involves asking the prospect to make a decision on some aspect of the purchase 2. Assumptive close-Entails asking the prospect to consider choices concerning delivery, warranty, or financing terms 3. Urgency close-Entails making reference to the timeliness of the purchase.
Match the following techniques for handling objections with the time each is appropriate to use 1. postpone 2. denial 3. ignore 4. accept
1. postpone-Use this when the objection will be dealt with later in the presentation. 2. denial-Use this when the objection is based on misinformation and is untrue. 3. ignore- Use this when the objection is a stalling mechanism or not important to the prospect. 4. accept-Use this when the objection is valid and the subject can be probed for further discussion
Put the steps of the personal selling process in order. NOTE: The first step in the process should be the top item on your list. preapproach approach presentation close prospecting follow-up
1. prospecting 2. preapproach 3. approach 4. presentation 5. close 6. follow-up
Match the step of the personal selling process with the example that best describes the step. 1. Prospecting 2. Preapproach 3. Presentation 4. Close 5. Follow-up
1.Terrance joins the local Rotary Club because it has members that may be interested in his product 2.Faisal looks for information to use during his next meeting with the shipping manager. 3.Raymond discusses with a prospect the pros and cons of different potential configurations for a new phone system he could provide. 4.Miranda feels confident asking a prospective customer to sign the contract because of his body language. 5.Christina visits one of her customers to ensure that the newly installed equipment has been performing as expected.
Which occupations are likely to include an element of personal selling at some point? (Select all that apply.) Multiple select question. A construction worker A banker An HR manager A tax accountant
A banker An HR manager A tax accountant
Which of the following are types of prospects? (Check all that apply.) Multiple select question. A lead A prospect A qualified prospect A current customer
A lead A prospect A qualified prospect
Which three are formats for sales presentations? Multiple select question. Customer-preference Formula selling Need-satisfaction Stimulus-response
Formula selling Need-satisfaction Stimulus-response
Match the following organizational structures with the example of how each is used. 1. Geographical sales organization 2. Customer sales organization 3. Product sales organization
Geographical sales organization => Alana is in charge of the southwest territory for her company's line of frozen breakfast foods. Customer sales organization => Pete's vitamin supplement clients are all convenience stores. Product sales organization => Though his company sells many steel products, Alberto sells only drilling pipe in his position, and has become an expert about it.
What are two decisions that are made as part of organizing the salesforce? Multiple select question. How many company salespeople should be employed? Should company salespeople be grouped by geography, customer type, or product? What type of person would be most successful in this company sales role? How much and how should company salespeople be compensated?
How many company salespeople should be employed? Should company salespeople be grouped by geography, customer type, or product?
Which two statements are characteristic of order getting? Multiple select question. It requires considerable product knowledge and sales training. It is used most often with simple products that have few options. It involves a high degree of creativity and customer empathy. It is done only by outside salespeople.
It requires considerable product knowledge and sales training. It involves a high degree of creativity and customer empathy.
______ is a useful vehicle for communication with present and potential buyers, making it part of a firm's promotional mix. Multiple choice question. Personal selling The mission statement Sales management Pricing strategy
Personal selling
______ is the two-way flow of communication between a buyer and a seller, often in a face-to-face encounter, that is designed to influence a person's or a group's purchase decision. Multiple choice question. Public relations Advertising Marketing Personal selling
Personal selling
______ selling is the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. Multiple choice question. Transactional Relationship Commercial Integrated
Relationship
______ is defined as planning the selling program and implementing and evaluating the personal selling effort of the firm. Multiple choice question. Marketing management Personal selling Sales marketing Sales management
Sales management
Which two statements characterize the presentation stage of the personal selling process? Multiple select question. It is the best time to ensure that the customer is satisfied with the product. The objective is to convert a prospect into a customer. It is the core of the order-getting selling process. It is an initial meeting to gain the prospect's attention.
The objective is to convert a prospect into a customer. It is the core of the order-getting selling process.
Which questions are answered by account management policies in a sales plan? Multiple choice question. Should company salespeople be grouped by geography, customer type, or product? How much and how should company salespeople be compensated? Whom should salespeople contact and what kinds of selling and customer service activities should be carried out? How many company salespeople should be employed?
Whom should salespeople contact and what kinds of selling and customer service activities should be carried out?
The closing stage of the personal selling process involves obtaining Blank______ from the customer to make a purchase. Multiple choice question. compensation a contract specifications a commitment
a commitment
Team selling typically includes which two persons as part of the team? Multiple select question. a sales engineer a marketing director a buying center member a service representative
a sales engineer a service representative
Stimulus-response, formula selling, and need-satisfaction are formats for Blank______. Multiple choice question. a sales presentation seminar selling order taking relationship selling
a sales presentation
Which part of the sales plan involves specifications for whom salespeople should contact and what kinds of selling and customer service activities should be engaged in? Multiple choice question. salesforce organization compensation plan account management policies size of the salesforce
account management policies
Adjusting one's presentation to fit the selling situations, such as knowing when to offer solutions and when to ask for more information is a need-satisfaction presentation format known as ______ selling. Multiple choice question. consultative partnership suggestive adaptive
adaptive
Emotional intelligence is important for Blank______ and may spell the difference between effective and ineffective order-getting salespeople. Multiple choice question. adaptive selling sales quotas key account management the workload method
adaptive selling
What two activities are included in the approach stage of the personal selling process? Multiple select question. an initial meeting to gain the prospect's attention the qualification of potential customers the foundation for a sales presentation gathering information about potential customers
an initial meeting to gain the prospect's attention the foundation for a sales presentation
Which are advisable when handling customer objections? Multiple select question. using anger to show passion and strength misrepresenting the product to disguise its shortcomings appreciating the customer's state of mind anticipating the objectives in the preapproach stage
appreciating the customer's state of mind anticipating the objectives in the preapproach stage
An initial meeting between the salesperson and a prospect designed to stimulate interest and building a foundation for a working relationship is known as the Blank______ stage of the personal selling process. Multiple choice question. preapproach presentation approach prospecting
approach
Because accepted practice for establishing rapport, greetings, and even the exchange of business cards can vary widely around the world, the Blank______ stage of the personal selling process requires special attention in international sales. Multiple choice question. approach close prospecting presentation
approach
Selling objectives should have which three characteristics? Multiple select question. be measurable specify a time period be precise be broad in scope be flexible
be measurable specify a time period be precise
With consultative selling, the salesperson Blank______. Multiple choice question. must distract the prospect from the fact that there is a problem offers a standardized problem solution can help the customer come up with a novel solution to the problem chooses from between several existing problem solutions
can help the customer come up with a novel solution to the problem
The Blank______ sales presentation can be advantageous for novice salespeople or when the differences in prospects are unknown, but it lacks flexibility and spontaneity. Multiple choice question. canned suggestive consultative adaptive
canned
The ________ stage of the personal selling process is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Multiple choice question. closing approach follow-up preapproach
closing
When a salesperson opens a phone book and calls a business that could potentially be a customer, the salesperson is generating leads through Blank______. Multiple choice question. conference selling order taking prequalification cold canvassing
cold canvassing
Salespeople can be a good source of Blank______; they are often encouraged to ask customers about competitors' strategies. Multiple choice question. environmental scanning corporate espionage competitive intelligence competitor sabotage
competitive intelligence
With Blank______ selling, the salesperson is an expert on problem recognition and resolution, and novel solutions often arise, thereby creating unique value for the customer. Multiple choice question. adaptive consultative canned suggestive
consultative
Which two are selling styles that are common for the need-satisfaction presentation format? Multiple select question. consultative selling suggestive selling partnership selling adaptive selling
consultative selling adaptive selling
Select the qualifications that are desired in an order-getting sales position. (Select all that apply) Multiple select question. creativity motivation to earn money competitiveness high degree of product knowledge customer empathy
creativity high degree of product knowledge customer empathy
In addition to sales positions, many other occupations have an element of personal selling, typically when the job involves Blank______. Multiple choice question. customer contact manual labor business travel use of advanced technology
customer contact
Missionary sales people and sales engineers are considered Blank______. Multiple choice question. two types of order takers customer sale support personnel outbound telemarketers two types of order getters
customer sale support personnel
Best Buy's Geek Squad assists in the sales process by answering customers' technical questions. This is an example of Blank______. Multiple choice question. customer sales support seminar selling sales processing order taking
customer sales support
Which of these are common techniques for handling objections from prospects? (Select all that apply) Multiple select question. misrepresent denial agree and neutralize ignore postpone
denial agree and neutralize ignore
The focus of sales management includes which two activities? Multiple select question. designing advertising campaigns evaluating the personal selling effort planning the selling program coordinating sales promotions
evaluating the personal selling effort planning the selling program
One reason the Blank______ is so important is that the cost and effort to obtain repeat sales from a satisfied customer is roughly half of that necessary to gain a sale from a new customer. Multiple choice question. preapproach presentation close follow-up
follow-up
The Blank______ stage offers a prime opportunity for a salesperson to solidify the buyer-seller relationship through great service quality. Multiple choice question. preapproach presentation follow-up close
follow-up
The ___ stage of the personal selling process includes ensuring proper delivery and installation, and that any difficulties in the use of the product are addressed. Multiple choice question. approach closing follow-up sales presentation
follow-up
The selling process does not end with the closing of the sale; instead, the Blank______ represents the beginning of an ongoing relationship between the buyer and seller. Multiple choice question. approach prospecting presentation follow-up
follow-up
The Blank______ presentation format assumes information must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. Multiple choice question. stimulus-response need-satisfaction formula selling customer-preference
formula selling
What two activities are included in the preapproach stage of the personal selling process? Multiple select question. gathering information about potential customers gaining the attention of potential customers qualifying potential customers deciding on the best method for an initial meeting
gathering information about potential customers deciding on the best method for an initial meeting
A company salesforce may be structured according to which of these? (Select all that apply) Multiple select question. geographical customer volume product
geographical customer product
An order Blank______ is a salesperson who identifies prospective customers, provides them with information, persuades them to buy, and follows up with them about the use of the product. Multiple choice question. filer getter initiator taker
getter
Personal selling includes order Blank______. Multiple choice question. getting financing administration promotion
getting
The job of an order getter is to Blank______. Multiple choice question. identify prospective customers, provide them with information, and persuade them to buy convert orders that had previously been for a competitor's products process routine orders for products that were already sold by the company concentrate on performing promotional activities and introducing new products
identify prospective customers, provide them with information, and persuade them to buy
Which of these are common techniques for handling objections from prospects? (Select all that apply) Multiple select question. ignore denial agree and neutralize misrepresent postpone
ignore denial agree and neutralize postpone
Salesforce recruitment and selection, training, and motivation and compensation are all part of the Blank______ of the sales plan. Multiple choice question. evaluation formulation implementation tracking
implementation
Personal selling is a communication that is designed primarily to Blank______. Multiple choice question. close a deal for previously undesirable products understand the needs of a potential buyer influence a buyer's purchase decision satisfy a seller's needs
influence a buyer's purchase decision
What are the two types of order takers? Multiple choice question. delivery and missionary service and support inside and outside push and pull
inside and outside
The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships is known as Blank______. Multiple choice question. consultative selling sales management partnership selling key account management
key account management
Social selling and cold calling are forms of Blank______. Multiple choice question. sales follow-up order getting team selling lead generation
lead generation
What are three factors in the workload method that determine how many salespeople should make up the salesforce? Multiple select question. length of average sales call number of units sold average amount of selling time available number of customers types of calls
length of average sales call average amount of selling time available number of customers
What are two goals of relationship selling? Multiple select question. individual sales transactions long-run customer value long-term customers long-term supplier relationships
long-run customer value long-term customers
In the pharmaceutical industry, some salespeople work to persuade physicians to prescribe a firm's product, though no actual sales are made this way. This is an example of using Blank______. Multiple choice question. missionary salespeople consultative selling order taking key-account selling
missionary salespeople
Whether valid or not, objections Blank______. Multiple choice question. must be handled in a courteous and ethical manner typically mean the end of the sales presentation are best ignored in a sales presentation are only a stalling tactic for prospects
must be handled in a courteous and ethical manner
What is most essential in relationship selling? Multiple choice question. matching competitors' pricing mutual respect and trust immediacy of the sale error-free customer service
mutual respect and trust
Which presentation format is most consistent with the marketing concept and relationship building? Multiple choice question. stimulus-response need-satisfaction customer-preference formula selling
need-satisfaction
A critical concern in the presentation stage is handling Blank______, excuses for not making a purchase commitment or decision. Multiple choice question. assumptions objections discrepancies suspicions
objections
Selling Blank______ should be precise and measurable, and specify the time period over which they are to be achieved. Multiple choice question. plans evaluations objectives ethics
objectives
An inside Blank______ answers simple questions and completes transactions with customers, while an outside one may visit customers to replenish inventory stocks of resellers. Multiple choice question. order getter order taker support person missionary salesperson
order taker
Select the three broad types of personal selling. Multiple select question. order processing order taking order getting customer sales support sales returns processing
order taking order getting customer sales support
The first question in Blank______ is whether the company should use its own salesforce or if it should use independent agents such as manufacturer's representatives. Multiple choice question. setting objectives organizing the salesforce developing account management policies training the salesforce
organizing the salesforce
The primary function of missionary salespeople is to Blank______. Multiple choice question. identify, analyze, and solve customer problems conduct educational programs for customers' technical staff perform promotional activities and introduce new products process routine orders or reorders for products already sold by the company
perform promotional activities and introduce new products
Ford Motor Company has found that consumers vary in regards to what they are looking for from an automobile. Ford uses ________ to address these different needs of customers in the retail environment. Multiple choice question. public relations personal selling advertising logistics
personal selling
The sales Blank______ is a statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed. Multiple choice question. objective plan policy mission
plan
The stage of the personal selling process in which salespeople obtain additional information about a prospect and decide on the best method for an initial meeting is known as Blank______. Multiple choice question. prospecting presentation approach preapproach
preapproach
When a Merrill Lynch stockbroker gathers information about a prospect's discretionary income, investment objectives, and preference for discussing brokerage services over the telephone or in person, he is in the Blank______ stage of the personal selling process. Multiple choice question. presentation approach preapproach prospecting
preapproach
A meeting designed to convert a prospect into a customer by creating a desire for the product is known as the Blank______ stage of the personal selling process. Multiple choice question. prospecting approach presentation close
presentation
The need to handle objections of the buyer occurs in the Blank______ stage of the sales process. Multiple choice question. prospecting presentation follow-up approach
presentation
The job of an order-taker is to Blank______. Multiple choice question. convert orders that had previously been for a competitor's products identify prospective customers, provide them with information, and persuade them to buy concentrate on performing promotional activities and introducing new products process routine orders for products that were already sold by the company
process routine orders for products that were already sold by the company
Although personal selling is an essential part of many firms' Blank______, it is more than just a communication tool. Multiple choice question. financial strategy core values promotional mix supplier relationships
promotional mix
The stage of the personal selling process in which potential customers are searched for and qualified is known asBlank______. Multiple choice question. preapproach presentation approach prospecting
prospecting
With the formula selling presentation format, the salesperson Blank______. Multiple choice question. provides information in an accurate, thorough, and step-by-step manner asks for a commitment by referencing the timeliness of the purchase tailors the presentation to highlight specific benefits that are valued by the prospect tries one appeal after another, hoping to hit the right button
provides information in an accurate, thorough, and step-by-step manner
In what ways do salespeople add value for customers? (Select all that apply) Multiple select question. providing follow-through after the sale easing the buying process identifying creative solutions to problems creating meaningful marketing advertisements
providing follow-through after the sale easing the buying process identifying creative solutions to problems
Personal selling will take on a dominant role for firms using a(n) Blank______ strategy. Multiple choice question. push mass marketing advertising pull
push
The prospecting stage of the personal selling process includes which two activities? Multiple select question. gathering information for potential customers qualifying potential customers gaining the attention of potential customers searching for potential customers
qualifying potential customers searching for potential customers
Which would take place in the preapproach stage of the personal selling process? (Select all that apply) Multiple select question. research cultural protocol for punctuality at business appointments create the argument that will be used to persuade a prospect determine the best time of day or week to call on a potential customer see if a prospect would prefer to speak over the phone or in person
research cultural protocol for punctuality at business appointments determine the best time of day or week to call on a potential customer see if a prospect would prefer to speak over the phone or in person
In personal selling, an order taker typically processes what type of orders? Multiple choice question. complex orders that go through a bidding process routine orders and reorders high dollar or high investment orders orders from brand new customers
routine orders and reorders
Sales plan formulation, sales plan implementation, and salesforce evaluation are the three functions of Blank______. Multiple choice question. customer sales support team selling sales management partnership selling
sales management
What are two forms of team selling? Multiple select question. partnership selling seminar selling missionary selling conference selling
seminar selling conference selling
What task of salesforce management specifies what is to be achieved? Multiple choice question. developing account management policies setting objectives assessing the competition organizing the salesforce
setting objectives
The Blank______ presentation format assumes that given the right suggestion by a salesperson, the prospect will buy. Multiple choice question. formula selling customer-preference stimulus-response need-satisfaction
stimulus-response
When a counter clerk at McDonald's asks whether you'd like an order of French fries or a dessert with your meal, he is using a stimulus-response presentation known as ________ selling. Multiple choice question. conference partnership suggestive adaptive
suggestive
With the need-satisfaction presentation format, the salesperson Blank______. Multiple choice question. provides information in an accurate, thorough, and step-by-step manner tries one appeal after another, hoping to hit the right button asks for a commitment by referencing the timeliness of the purchase tailors the presentation to highlight specific benefits that are valued by the prospect
tailors the presentation to highlight specific benefits that are valued by the prospect
The key account management structure uses Blank______ to focus on important customers in order to build mutually beneficial, long-term cooperative relationships. Multiple choice question. order taking team selling salesforce automation the workload method
team selling
The number of accounts served, the frequency of calls on accounts, the length of the average call, and the amount of time a salesperson can devote to selling determine Blank______. Multiple choice question. whether the salesforce needs to be managed how the salesforce should be organized if the salesforce will be profitable the size of the salesforce
the size of the salesforce
Which are closing techniques used when the salesperson believes a buyer is about ready to make a purchase? (Select all that apply) Multiple select question. trial close assumptive close urgency close neutral close
trial close assumptive close urgency close
Relationship selling involves which two in its focus on long-term customers? Multiple select question. annual contracts trust mutual respect financial stability
trust mutual respect
Which are closing techniques used when the salesperson believes a buyer is about ready to make a purchase? (Select all that apply) Multiple select question. urgency close assumptive close neutral close trial close
urgency close assumptive close trial close
With canned sales presentation, the salesperson Blank______. Multiple choice question. uses a memorized, standardized message for every prospect tailors the presentation to highlight specific benefits that are valued by the prospect asks for a commitment by referencing the timeliness of the purchase tries one appeal after another, hoping to hit the right button
uses a memorized, standardized message for every prospect
Salespeople at Medtronic, Inc., makers of heart pacemakers, are in the operating room for more than 90 percent of the procedures performed with their product and are on call 24 hours a day. This is an example of how salespeople provide ________ for customers. Multiple choice question. credibility flexibility motivation value
value
The sales plan describes what is to be achieved and Blank______. Multiple choice question. what training efforts will be implemented to maximize results where and how the selling effort of salespeople is to be deployed what elements should be included in an effective sales presentation how the salesforce is to be motivated and compensated
where and how the selling effort of salespeople is to be deployed
