MARK Chapter 16
________ describes the feeling that salespeople have about their opportunities, value, and rewards for a good performance in a company. A) Culture shock B) Organizational climate C) Reverse culture shock D) Segregation E) Satisficing
Organizational climate
________ include displays and demonstrations that take place at the point of sale. A) Rebates B) Price packs C) Premiums D) POP promotions E) Samples
POP promotions
________ are goods offered either free or at low cost as an incentive to buy a product, ranging from toys included with kids' products to phone cards and DVDs. A) Coupons B) Premiums C) Price packs D) Rebates E) Cents-off deals
Premiums
________ are like coupons except that the price reduction occurs after the purchase rather than at the retail outlet. A) Rebates B) Promotional products C) Premiums D) Samples E) Price packs
Rebates
Which of the following is true with regard to prospecting? A) Salespersons meet and greet the buyer. B) Salespersons learn as much as possible about the organization. C) Salespersons identify qualified potential customers. D) Salespersons tell the "value story" to the buyer, showing how the company's offer solves the customer's problems. E) Salespersons ask for the order, review points of agreement, and offer to write up the order.
Salespersons identify qualified potential customers.
________ refer(s) to sales promotion tools used to persuade resellers to carry a brand, give it shelf space, promote it in advertising, and push it to consumers. A) Point-of-purchase promotions B) Cross-selling C) Trade promotions D) Event marketing E) Business intelligence
Trade promotions
Renee's, a company selling winter clothing in Chicago, ran a preseason promotion on some of its fur jackets, offering cash refunds if the snowfall in the customer's market area turned out to be below average. This exemplifies ________. A) puffery B) satisficing C) prospecting D) a price pack E) a rebate
a rebate
In which of the following steps of the selling process is a salesperson most likely to meet the customer for the first time? A) prospecting B) pre-approach C) follow-up D) approach E) closing
approach
Which of the following sales management tools helps a salesperson know which customers to visit and which activities to carry out during a week? A) t-test B) z-test C) call plan D) analysis of variance (ANOVA) E) risk register
call plan
A(n) ________ is a written representation of a salesperson's completed activities. A) bill of sale B) call report C) tender D) sales quotation E) contract of sale
call report
In ________, the producer marks the reduced prices directly on the label or package. These offer consumers savings off the regular price of a product and are very effective in stimulating short-term sales. A) promotional products B) coupons C) cents-off deals D) samples E) rebates
cents-off deals
After successfully overcoming a potential customer's objection to buying the vacuum cleaner he was selling, Terrence, a salesperson, asked the customer for an order. Terrence is in the ________ stage of the selling process. A) follow-up B) approach C) preapproach D) closing E) prospecting
closing
A ________ calls for consumers to submit an entry to be judged by a panel that will select the best entries. A) contest B) sweepstake C) sample D) premium E) rebate
contest
Which of the following factors has most likely contributed to the rapid growth of sales promotion, particularly in consumer markets? A) declining interest in quality B) declining advertising efficiency C) rising hostility toward large firms D) increasing popularity of e-procurement E) increasing number of international firms
declining advertising efficiency
Mary Conti, a sales manager at National Computer Training, wants to evaluate the performance of her sales force in the New England territory. Which of the following would Mary most likely use? A) SWOT analysis B) breakeven analysis C) sales forecast D) expense reports E) BCG matrix
expense reports
All of the following are problems associated with the poor selection of salespeople EXCEPT ________. A) lower sales B) costly turnover C) less productivity D) fewer training expenses E) disruptive customer relationships
fewer training expenses
Trade shows most likely help companies to ________. A) maximize productivity B) find new sales leads C) trim overhead costs D) reduce the inside sales force E) shorten the selling process
find new sales leads
Which of the following is the last step in the selling process? A) qualifying B) handling objections C) demonstration D) follow-up E) approach
follow-up
A hybrid sales rep ________. A) works exclusively from remote locations B) is a modern cross between a field sales rep and an inside rep C) rarely engages in face-to-face interactions with customers D) performs sales audits E) sets the sales objectives of companies
is a modern cross between a field sales rep and an inside rep
Prospects can be qualified by looking at all of the following characteristics EXCEPT ________. A) occupational mobility B) financial ability C) volume of business D) location E) possibilities for growth
occupational mobility
Before calling on a prospect, the salesperson should learn as much as possible about the organization and its buyers. This step is known as ________. A) preapproach B) closing C) approach D) presentation E) prospecting
preapproach
Jason has been recently hired as a salesperson by Matrix Inc., a company selling consumer durables. He is currently working on his first sales assignment. After identifying a good prospect, Jason is now learning everything about his prospect via online sources and common acquaintances. Which of the following stages of the selling process is Jason in? A) follow-up B) handling objections C) preapproach D) presentation E) prospecting
preapproach
Johnson Business Solutions maintains one sales force for its copy machines and a separate sales force for its computer systems. Johnson Business Solutions utilizes a(n) ________. A) product sales force structure B) customer sales force structure C) territorial sales force structure D) digital marketing system E) geographical operations system
product sales force structure
In the ________ stage of the selling process, a company first identifies qualified potential customers. A) preapproach B) follow-up C) prospecting D) presentation E) approach
prospecting
A manufacturer that offers cash or gifts to dealers for encouraging the purchase of its products is using ________. A) coupons B) push money C) promotional products D) premiums E) bonuses
push money
During the prospecting stage, a salesperson needs to identify the good leads and screen out the poor ones through a process known as ________. A) closing B) satisficing C) presenting D) qualifying E) approaching
qualifying
Bose offers $50 cash back to customers who purchase a new speaker and send in a proof of purchase. This is an example of a ________. A) rebate B) POP promotion C) price pack D) premium E) sample
rebate
Which consumer promotion tool requires the consumer to send a proof of purchase to the manufacturer? A) price packs B) coupons C) samples D) rebates E) displays
rebates
All of the following are basic types of compensation plans for salespeople EXCEPT ________. A) straight commission B) straight salary C) salary plus commission D) salary plus company shares E) salary plus bonus
salary plus company shares
Which of the following refers to a positive incentive intended to increase the sales force effort? A) sales contests B) prospecting C) telecommuting D) sales collateral E) annual sales plan
sales contests
At the beginning of each year, the management of Dee Decor states the exact amount a salesperson should sell. This specific sales target is also known as a ________. A) sales lead B) prospect C) bill of sale D) channel length E) sales quota
sales quota
More and more companies are moving away from high-commission plans because ________. A) outside salespeople tend to undermine the efforts of the inside sales team B) high-commission plans require salespeople to work overtime C) salespeople tend to become pushy which affects customer relationships D) salespeople are prone to taking multiple sales jobs to maximize their income E) salespeople end up spending too much time traveling to meet customers
salespeople tend to become pushy which affects customer relationships
A(n) ________ is an individual who represents a company to customers by prospecting, communicating, selling, servicing, information gathering, and/or relationship building. A) salesperson B) trainer C) auditor D) manager E) human resource personnel
salesperson
Which of the following is the most effective—but most expensive—way to introduce a new product or create new excitement for an existing one? A) coupons B) sampling C) cash refunds D) cents-off deals E) satisficing
sampling
Cravenshaw Metalworks has witnessed a rise in the number of its industrial customers in recent years. The company uses different groups of people from the sales, marketing, technical support and finance departments for servicing large, complex accounts. In this instance, Cravenshaw Metalworks uses ________ in order to enhance the quality of its customers' buying experience. A) product differentiation B) team selling C) competitive marketing intelligence D) satisficing E) e-procurement
team selling
In the ________, each salesperson is assigned to an exclusive geographic area and sells the company's full line of products or services to all customers in that region. A) territorial sales force structure B) digital marketing system C) product sales force structure D) geographical operations system E) customer sales force structure
territorial sales force structure
Which of the following helps companies in setting sales force size? A) workload approach B) pull strategy C) push strategy D) top-down approach E) bottom-up approach
workload approach
________ are offers of a trial amount of a product. A) Samples B) Coupons C) Premiums D) Rebates E) Price packs
Samples
Kirk Wilkins renewed his cell phone contract with Zip Wireless Services and purchased a new cell phone through the Zip Web site. If Kirk mails Zip Wireless Services his transaction receipt, he would be eligible to receive $50 as cash refund. Which of the following types of sales promotion is evident here? A) point-of-purchase promotion B) advertising specialty C) premium D) price pack E) rebate
rebate
________ 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
A sales quota
________ refers to the sales step in which a salesperson asks the customer for an order. A) Prospecting B) Demonstration C) Approach D) Closing E) Handling objections
Closing
Which of the following is a primary reason that companies use e-learning to conduct sales training programs? A) Customer needs and habits can be unambiguously conveyed through online training programs. B) Sales training programs that do not use e-learning are mostly ineffective. C) E-learning eliminates employee attrition. D) E-learning is the best way to simulate real-life sales calls. E) E-learning cuts travel and training costs.
E-learning cuts travel and training costs.
Stahl Inc. has 1,000 Type-A accounts, each requiring 30 calls per year, and 3,000 Type-B accounts, each requiring 10 calls per year. If each salesperson at Stahl Inc. can make 1,500 sales calls per year, how many salespeople would be needed to meet the total workload? A) 25 B) 35 C) 40 D) 45 E) 60
40
Sigma Inc. has 2,000 Type-A accounts, each requiring 35 calls per year, and 1,000 Type-B accounts, each requiring 15 calls per year. What is the sales force's workload? A) 15,000 calls B) 35,000 calls C) 70,000 calls D) 85,000 calls E) 95,000 calls
85,000 calls
Ultra Tech Inc., a company manufacturing gardening tools, has decided to switch to a territorial sales force structure. Which of the following benefits is the company most likely to gain as a result of this decision? A) The cost of training new recruits would be eliminated. B) An increased focus on short-term customer relationships would boost local sales of specialized products. C) Each salesperson would be assigned to sell a single product in which he/she specializes. D) The capacity for mass production of a wide range of products would significantly increase. E) As each salesperson travels within a limited geographic area, travel expenses would decline.
As each salesperson travels within a limited geographic area, travel expenses would decline.
________ refers to a practice in which salespeople drop in unannounced on various offices. A) Hybrid selling B) Niche marketing C) Cold calling D) Value selling E) Direct marketing
Cold calling
Which of the following is most likely a true statement about sales compensation in economically tough circumstances? A) Cutting sales force compensation is usually a last resort for firms that want to maintain positive customer relationships. B) Morale is boosted by distributing commissions equally among low and high sales performers. C) Online selling is discontinued to improve customer relations. D) Compensation for the inside sales force is reduced to increase commissions for the outside sales force. E) Low performers are retained and top performers are dismissed to reduce commission payments.
Cutting sales force compensation is usually a last resort for firms that want to maintain positive customer relationships.
Which of the following questions would help a marketer evaluate the return on a sales promotion investment? A) Was the sales force successful in filtering out the good prospects from the poor ones? B) Did customers enjoy the events associated with the promotion? C) Did customers receive high-quality promotional products? D) Did the promotion attract new customers or more purchasing from current customers? E) Were channel intermediaries effectively positioned to ensure a seamless supply of products?
Did the promotion attract new customers or more purchasing from current customers?
Which of the following is true about the product sales force structure? A) A product sales force structure is most appropriate for a company that manufactures a small number of simple products. B) In a product sales force structure, each salesperson is assigned to an exclusive geographic area and sells the company's full line of products or services to all customers in that territory. C) In a product sales force structure, salespersons specialize in only a particular product line as the company produces numerous and complex products. D) In a product sales force structure, a single salesperson can become an expert in all product categories. E) In a product sales force structure, specialization is highly discouraged.
In a product sales force structure, salespersons specialize in only a particular product line as the company produces numerous and complex products.
Which of the following is true with regard to the inside sales force of a company? A) The inside sales force is invariably more attentive to customer needs than the outside sales force. B) Unlike the outside sales force, the inside sales force does not require training. C) Inside sales representatives engage in face-to-face interaction with customers. D) The inside sales force is far more knowledgeable about customer habits than are outside salespeople. E) Inside salespeople provide support for the outside sales force, freeing them to spend more time selling to major accounts and finding new prospects.
Inside salespeople provide support for the outside sales force, freeing them to spend more time selling to major accounts and finding new prospects.
Reliable Tools Company is a manufacturer of hubs and axles for the trailer and heavy truck industry. Although Reliable Tools only has 15 customers, the company is the sole supplier of hub and axle components to those customers. Monthly sales at Reliable Tools are approximately $1 million. "You might say we have all our eggs in one basket," says owner Arthur Deetz. It is critical that a competent sales force be maintained in order to nurture those few but large accounts. Ninety-five percent of Reliable Tools' customers are located in Michigan, Ohio, and Indiana, which means that travel time to all customers is relatively short. However, given the nature of the industry, time spent with each customer is crucial. How would a customer sales force structure benefit Reliable Tools? A) It would eliminate the need for the company's salespeople to travel to meet customers. B) It would enable the company's salespeople to build close relationships with customers. C) It would help the company's salespeople become experts in the products they sell. D) It would enable the company's management to cut training costs substantially. E) It would make telemarketing irrelevant.
It would enable the company's salespeople to build close relationships with customers.
Eric Brown is a human resource manager in a company selling and manufacturing personal computers. Who among the following is Eric most likely to hire as a salesperson if his objective is to minimize training costs post recruitment? A) Samantha, a fresh college graduate B) Richard, a product developer from a competing firm C) Nancy, an experienced engineer with no prior experience in personal selling D) Melissa, a proven salesperson from a competing firm E) Henry, a young salesperson with a few months' experience in a large MNC
Melissa, a proven salesperson from a competing firm
Which of the following is true with regard to personal selling? A) Personal selling entails personal presentations by a firm's sales force for the purpose of making sales and building customer relationships. B) Personal selling involves making personal requests to potential buyers to enter into short-term business relationships with firms. C) Personal selling distances the buyer from the seller and does not focus on building enduring relationships. D) An outside sales force is not involved in personal selling. E) Personal selling is a relatively new profession.
Personal selling entails personal presentations by a firm's sales force for the purpose of making sales and building customer relationships.
Which of the following best explains why companies are adopting the team selling approach to service large, complex accounts? A) Products have become too complicated for one salesperson to handle a large company's needs. B) Customers prefer dealing with many salespeople rather than one sales representative. C) Job rotation, an integral part of team selling, keeps workers motivated and boosts their morale. D) Team selling facilitates the evaluation of individual contributions. E) With team selling, companies are not required to train the outside sales force any longer.
Products have become too complicated for one salesperson to handle a large company's needs.
________ weakens a given promotion's ability to trigger an immediate purchase. A) A customer-oriented promotion mix B) Promotion clutter C) Puffery D) Local marketing E) Niche marketing
Promotion clutter
________ are useful articles imprinted with an advertiser's name, logo, or message that are given as gifts to consumers. A) Rebates B) Cents-off deals C) Premiums D) Promotional products E) Sweepstakes
Promotional products
________ is defined as analyzing, planning, implementing, and controlling sales force activities. A) Benchmarking B) Sales force management C) Business intelligence D) Sales force automation E) Sampling
Sales force management
________ consists of short-term incentives to encourage the purchase of a product or service. A) Value selling B) Conditional sale C) Advertising D) Sales promotion E) Benchmarking
Sales promotion
Which of the following is true about the sales force of a company? A) Salespeople represent customers to the company and manage the buyer-seller relationship. B) Salespeople represent workers' interests to upper management. C) The primary responsibility of a sales force is to formulate operational strategies. D) The sales force is responsible for product development and product strategy. E) The sales force oversees the auditing process and recovers money from defaulting customers.
Salespeople represent customers to the company and manage the buyer-seller relationship.
Which of the following would most likely improve coordination between marketing and sales? A) Salespeople should participate in marketing planning sessions by sharing first hand customer knowledge. B) Salespeople should directly participate in the development of new products. C) The sales force should strategize promotional strategies and be the primary decision makers about marketing. D) Marketing managers should field test new promotion strategies before the sales team. E) The marketing and the sales departments should conduct annual job rotations.
Salespeople should participate in marketing planning sessions by sharing first hand customer knowledge.
Which of the following is true about the customer sales force structure? A) Customer sales force structure is a combination of territorial sales force structure and product sales force structure. B) Each salesperson is assigned to an exclusive geographic area and sells the company's full line of products or services to all customers in that territory. C) Salespersons specialize in only a particular product line as the company produces numerous and complex products. D) Companies using customer sales force structure tend to ignore the importance of long-term relationship building with customers. E) Separate sales forces are set up for different industries, serving current customers versus finding new ones, and serving major accounts versus regular accounts.
Separate sales forces are set up for different industries, serving current customers versus finding new ones, and serving major accounts versus regular accounts.
Which of the following is true about the territorial sales force structure? A) The territorial sales force structure does not define each salesperson's job clearly. B) Salespeople specialize in selling only a small portion of the company's products. C) In a territorial sales force structure, separate sales forces are set up for different industries. D) Travel expenses are relatively small as each salesperson travels within a limited geographic area. E) In a territorial sales force structure, separate sales forces are often established to handle a single, large account in every territory.
Travel expenses are relatively small as each salesperson travels within a limited geographic area.
Travis Computing Systems earns most of its revenue from sales and in-person computer services. The sales force at Travis recently began telemarketing and Web selling. How would telemarketing and Web selling most likely benefit Travis? A) The need for an outside sales force would be completely eliminated through telemarketing. B) Travis sales reps would be able to engage in more frequent face-to-face interaction with large, high-value customers. C) Travis sales reps would be able to service hard-to-reach customers more effectively. D) The overhead costs of Travis would significantly decrease. E) The current liabilities of Travis would decrease.
Travis sales reps would be able to service hard-to-reach
Which of the following is true with regard to value selling? A) Value selling refers to earning business from customers by cutting down prices of value products. B) Value selling refers to delivering superior customer value and capturing a fair return on that value. C) Value selling refers to the mass production of inferior-quality goods for sale. D) Value selling dilutes customer loyalty in the long run. E) Value selling tarnishes the brand image of a product in the long run.
Value selling refers to delivering superior customer value and capturing a fair return on that value.
Which of the following is a potential drawback of using Web-based technologies for making sales presentations and servicing accounts? A) Web-based technologies lower the overall efficiency of salespeople. B) The cost of the technology outweighs the advantages gained through eliminating travel. C) Web-based technologies can intimidate salespeople or clients who are unfamiliar with them. D) Salespeople who use web-based technologies tend to be less attentive to customer needs. E) Online selling usually takes more time than direct selling.
Web-based technologies can intimidate salespeople or clients who are unfamiliar with them.
Which of the following abilities would LEAST likely be measured when recruiting and testing applicants for a sales position? A) sales aptitude B) organizational skills C) accounting skills D) analytical skills E) personality traits
accounting skills
Orion is planning to give away free mouse pads imprinted with the company logo and name to anyone who enters their store on the day they launch their new laser mouse. What kind of sales promotion is Orion planning? A) advertising specialty B) rebate C) price packs D) sweepstakes E) premiums
advertising specialty
At Price & Wallace Inc., a pharmaceuticals company, members of the sales force and marketing department tend to have disagreements when things go wrong with a customer. The marketers blame the salespeople for poorly executing their strategies, while the salespeople blame the marketers for being out of touch with customers. Which of the following steps should the higher management at Price & Wallace take to help bring the sales and marketing functions closer together? A) establish a customer sales force structure and make sure that sales quotas are easily achievable B) establish a complex sales force structure C) emphasize traditional methods of selling D) adopt a sales force automation system and implement team selling E) appoint a high-level marketing executive to oversee both marketing and sales
appoint a high-level marketing executive to oversee both marketing and sales
Richard, a saleperson, works for Wellington Steelworks. After researching a qualified lead, Richard is preparing opening lines for meeting the customer for the first time. Which step of the selling process is he about to enter? A) follow-up B) handling objections C) approach D) presentation E) preapproach
approach
Which of the following is used to generate business leads, stimulate purchases, reward customers, and motivate salespeople? A) business plan B) SWOT analysis C) POP promotion D) benchmarking E) business promotion
business promotion
Waldo Stores will reward an all-expense-paid trip to Hawaii to anyone who correctly guesses the date on which Waldo Stores was first established in the Boston area. Which type of sales promotion is evident here? A) contest B) sample C) premium D) trade promotion E) point-of-purchase promotion
contest
Reliable Tools Company is a manufacturer of hubs and axles for the trailer and heavy truck industry. Although Reliable Tools only has 15 customers, the company is the sole supplier of hub and axle components to those customers. Monthly sales at Reliable Tools are approximately $1 million. "You might say we have all our eggs in one basket," says owner Arthur Deetz. It is critical that a competent sales force be maintained in order to nurture those few but large accounts. Ninety-five percent of Reliable Tools' customers are located in Michigan, Ohio, and Indiana, which means that travel time to all customers is relatively short. However, given the nature of the industry, time spent with each customer is crucial. Which of the following promotions would be most appropriate for Reliable Tools to use in its attempt to promote its products and generate new business leads? A) rebates and price packs B) premiums C) specialty advertising D) samples E) conventions and trade shows
conventions and trade shows
In the ________, separate sales forces are set up for different industries. A) territorial sales force structure B) digital marketing system C) product sales force structure D) geographical operations system E) customer sales force structure
customer sales force structure
Blue Fizz Inc. sponsors every race that takes place at the Sears Racing Track in Orange County, California. The high-octane racing at Sears is perfect for Blue Fizz to sell its energy drinks and to establish the desired brand image of the company. Which type of promotion is evident here? A) event marketing B) mass marketing C) point-of-purchase promotion D) solution selling E) advertising specialties
event marketing
Creating a brand-marketing event or serving as a sole or participating sponsor of events created by others is known as ________. A) point-of-purchase promotions B) sweepstakes C) team selling D) event marketing E) personal selling
event marketing
Right after closing, Joshua, a senior sales manager at Halcyon Technologies called up the customer to ensure that she was satisfied with Halcyon's products. By calling the customer, Joshua also wanted to ensure repeat business. In this instance, Joshua is in the ________ stage of the selling process. A) follow-up B) handling objections C) preapproach D) closing E) prospecting
follow-up
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
Monty Boyd, an account manager, travels frequently on West Coast Airlines. Monty earns points for every mile he flies, and he will soon have enough points to receive a free airline ticket. West Coast Airlines is attempting to build a strong customer relationship with Monty through a ________. A) trade promotion B) promotional product C) rebate offer D) point-of-purchase promotion E) frequency marketing program
frequency marketing program
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 counter productive D) has numerous and complex products E) lacks salespeople with superior technical know-how
has numerous and complex products
Which of the following is an advantage of using a sales force automation system? A) lowers sales team training costs B) records major competitor's sales C) eliminates the need for an inside sales force D) eliminates employee attrition E) improves customer service
improves customer service
The purpose of a training program for salespeople is to teach them about all of the following EXCEPT ________. A) customers' buying habits B) customers' buying motives C) competitor strategies D) industry history E) company goals
industry history
Robin works in a manufacturing company in Ohio. She sells products and handles customer requests via the company's online live chat feature. In her company, Robin is most likely a part of the ________. A) outside sales force B) inside sales force C) product designing team D) operations management team E) executive management
inside sales force
A sales person of a manufacturing company has qualified a number of leads. Which of the following is most likely the next step in the selling process? A) calling on all the prospects one by one B) closing the deal with the most promising prospect C) learning as much as possible about the qualified prospects. D) handling all objections raised by the prospects E) narrating the "value story" to the buyer
learning as much as possible about the qualified prospects.
Which of the following is an example of trade promotion? A) manufacturers offering regular value-for-money deals to attract thrifty and value-conscious customers B) salespeople engaging in door-to-door selling activities C) manufacturers offering free merchandise to resellers who feature a certain flavor or size D) advertisers claiming that a certain product is the best in the market E) marketers selling specialty products to a small segment of customers with unique preferences
manufacturers offering free merchandise to resellers who feature a certain flavor or size
Kevin is a salesperson working for a company manufacturing gardening tools. He is involved in door-to-door sales and travels everyday to call on customers. In his company, Kevin is most likely a part of the ________. A) top management B) outside sales force C) product designing team D) customer support team E) inside sales force
outside sales force
A five-feet-high cardboard display of Terry the polar bear, mascot of Terry's protein shake, next to the shelf containing Terry's products in a supermarket is an example of a(n) ________. A) sample B) point-of-purchase promotion C) business promotion D) advertising specialty E) rebate
point-of-purchase promotion
Melissa Price is a member of the sales force at Urban Fashions, a Houston-based manufacturer of women's apparel. Melissa is preparing for a first meeting with a wholesaler who is a potential customer. She is learning as much as she can about her prospect and his organization. Melissa is in the ________ step of the personal selling process. A) prospecting B) qualifying C) preapproach D) follow-up E) demonstration
preapproach
Capitalizing on the customer's complaints about the previous detergents she has used, Sheila, a salesperson, explains to the customer why her company's detergent Swish is better and how it can be a one-stop solution for everyday washing. In which of the following steps of the selling process is Sheila in? A) follow-up B) handling objections C) preapproach D) presentation E) prospecting
presentation
During the ________ step of the selling process, the salesperson tells the value story to the buyer, showing how the company's product or service solves the customer's problems. A) prospecting B) preapproach C) presentation D) closing E) follow-up
presentation
Which of the following is the first step in the personal selling process? A) handling objections B) follow-up C) presentation and demonstration D) preapproach E) prospecting and qualifying
prospecting and qualifying
Which of the following refers to a closing technique used by salespeople? A) asking customers for referrals B) developing solutions to customers' problems C) seeking out hidden objections D) reviewing points of agreement E) taking objections as opportunities to provide more information
reviewing points of agreement
Which of the following involves computerized, digitized sales force operations that let salespeople work more effectively anytime, anywhere? A) SWOT analysis B) BCG matrix C) digital marketing system D) sales force automation system E) field service management system
sales force automation system
Which of the following is the best way for a company to increase selling time? A) implementing high-commission plans B) reducing the number of customers C) sharing less information with customers D) simplifying administrative duties E) implementing mass customization
simplifying administrative duties
Amanda Perkins is a senior sales manager in Arlington Steelworks. As the customer base of her company has grown larger and more demanding over the last few years, Amanda insists on ________, or using groups of people from various departments such as, sales, technical support, engineering, and even upper management to service complex accounts. A) cross selling B) e-procurement C) team selling D) observational research E) vendor screening
team selling
Hannah Adams is a senior sales manager in Elmo Corp., a rapidly-growing company manufacturing personal computers and printers. In order to handle sales effectively, Hannah insists on using the services of different groups of people from different departments within the company such as, the sales, marketing, technical support, and finance departments. In this instance, Hannah makes use of ________. A) team selling B) competitive marketing intelligence C) hybrid selling D) occasion segmentation E) sales force automation systems
team selling
All of the following are disadvantages of team selling EXCEPT ________. A) selling teams can be confusing and overwhelming for customers B) salespeople who are used to having customers all to themselves may have trouble learning to work with and trust others on a team C) team selling reduces the overall efficiency of the selling process D) individual contributions and compensations can be difficult to assess in team selling E) team selling discourages individual contributors because the team receives credit for good performance
team selling reduces the overall efficiency of the selling process
Kelly works as a sales representative at Ginner Machine Works. She uses the phone and the Internet to identify prospects and make sales. Kelly calls customers and explains the products offered by Ginner and the advantages of using them. If requested, she also mails the customer product information brochures. Which of the following is most likely Kelly involved in? A) benchmarking B) product development C) telemarketing D) innovation E) performance appraisal
telemarketing
Morrill Motors splits the United States of America into 10 sales regions. Within each of those regions, the company has separate sales personnel selling the company's full line of products. Which sales force structure does Morrill Motors use? A) territorial B) complex C) customer D) product E) market
territorial
A(n) ________ shows how much time is spent selling, traveling, waiting, taking breaks, and doing administrative chores by the salesperson. A) customer relationship management tool B) corporate social networking site C) time-and-duty analysis tool D) outsourcing relationship management tool E) product lifecycle management analysis
time-and-duty analysis tool
Happy Pet is a large pet food company that has convinced the retailers and the wholesalers of the New England area to resell its products. Happy Pet promises to reimburse the advertising costs to its retailers and wholesalers for advertising its products. This is an example of a ________. A) trade promotion B) point-of-purchase promotion C) sweepstake D) price pack E) advertising specialty
trade promotion
