MKTG 467 Quizlet

Typically with respect to a line sales organization: Planning and operating activities are separated. Authority is decentralized. Managerial specialization is lacking. Provision is usually made for replacement executives. There is a high-cost executive structure.

Managerial specialization is lacking.

The new type of salesperson that has emerged in recent years is a professional salesperson who is essentially a(n): Order-taker. Manipulative seller. Backslapping, joke-teller. Marketing consultant. All of these.

Marketing consultant.

A personal interview with a sales rep is a reliable predictor of success in the sales job because: The sales manager is known to be a highly effective interviewer and can consistently react so as to affect applicants' responses. It enables the interviewer to get a "gut" reaction instead of a merely objective evaluation. The sales job requires skills similar to those which are on display in the interview. Interviews are the most widely used selection tool.

The sales job requires skills similar to those which are on display in the interview.

Which of the following is least likely to be used as a sales trainer? Field sales supervisor. Someone from company's personnel department. Training specialist from outside the company. Territorial sales manager. Staff trainer in sales department.

personnel department

When hiring salespeople with experience, the best reference source is usually the candidate's personal friends and neighbors. creditors. spouse. previous customers. previous sales manager.

previous customers.

Consistent with the sales pipeline concept, a salesperson should first attempt to schedule a visit with: unqualified prospects leads qualified prospects hot prospects customers

qualified prospects

When planning a sales training program, management is least likely to consider: What should be the basis for setting sales quotas? What are the objectives of the training program? To what extent should role playing be used? When should training take place? Who should be trained?

quotas

Which of the following is a lower-level sales professional? Sales supervisor District sales manager Regional sales manager Chief sales officer Area sales manager

supervisor

According to customers, the number one reason salespeople are not successful is that they talk too much, and don't listen enough. t f

t

Many organizations are becoming flatter, and thus have eliminated levels of management. True False

t

Most salespeople in the U.S. have college degrees. t f

t

Salespeople are largely responsible for implementing a firm's marketing strategies in the field. True False

t

To close the sales of most business products (which tend to be complex), the sales rep typically must make multiple sales calls. the assumptive close tends to be best. the sales rep must be careful to not ask for a commitment. the sales rep must be aggressive with high-pressure selling. the sales rep is advised to pass this responsibility on to an operational-level employee.

the sales rep typically must make multiple sales calls.

The pre-approach step includes all the planning and information gathering activities which salespeople perform to learn relevant facts about the prospects and their needs and situation. True False

tru

Trying to fill up the sales pipeline at the last minute is nearly impossible. True False

tru

A line sales organization is probably the most widely used basic form of organization in sales departments today. True False

true

Expert advice on a sales presentation is to keep it simple. True False

true

Increasingly, sales managers are asked to manage multiple sales channels.

true

Regarding the law and sales force selection, the burden of proof generally rests with the company to show that it is complying with the regulations. True False

true

Some firms establish a separate sales force to sell to key, strategic accounts. True False

true

The use of market specialization in sales organizational structures has increased in recent years. True False

true

When a sales force is organized by product line, a major drawback is that sometimes more than one salesperson from a company calls on the same customer. True False

true

a company's present sales force is a good source for leads to new recruits. True False

true

Which of the following is the most accurate generalization regarding the recruitment and selection of a sales force? The process involves two major steps - recruit a group of applicants and then decide for which sales jobs they're best suited. A good recruiting system operates continuously, and not just when vacancies occur. Recruiting should be limited to one or two good sources. You should employ more salespeople than are needed, and allow the poor ones to be weeded out. Top management should be heavily involved in all stages of the process

A good recruiting system operates continuously, and not just when vacancies occur.

Which of the following is one of the three main reasons why many sales training programs are not very effective. The inability of trainers to connect theoretical concepts to the real challenges in the field. A lack of reinforcement leads to minimal behavioral change. Training sessions are viewed by many reps as time off. Managers don't use the proper training methods. None of these the main reasons why training programs are not very effective.

A lack of reinforcement leads to minimal behavioral change.

Regarding the need for sales training in our company: Experienced reps hired from competitors do not need to go through our training program. People who have sold for us for years can be excused from our training program. New reps who were recruited from our production and office steps can skip the "product knowledge" part of our training. All of our reps should go through the same training program. All salespeople need some training.

All salespeople need some training.

An advantage of using a company's present salespeople as a source of leads to new recruits is that the present sales force: Will not recommend friends or business associates. Will use impartial, objective evaluation of the prospect's qualifications. Are likely to know what sort of person our firm is seeking. Will not recommend unqualified people. Will not be bothered if management weeds out these recruits later in the selection process.

Are likely to know what sort of person our firm is seeking.

Our definition of an outside sales force includes all of the following, EXCEPT: Firestone salespeople selling tires to Ford. State Farm agents selling life insurance to consumers. Salespeople selling culinary knives door-to-door. P&G selling laundry detergent to Walmart. Best Buy sales associate selling laptops to consumers.

Best Buy sales associate selling laptops to consumers.

Relationship selling is: Focused on generating new accounts. More the responsibility of the sales manager than the salesperson. Building long term associations with a select number of carefully chosen accounts. Building short term associations with a large number of accounts. Reminiscent of the back-slapping, joke-telling sales professional of days gone by.

Building long term associations with a select number of carefully chosen accounts.

In a sales training program, the purpose of a difficulty analysis is to: Take the place of a job description. Explain to the trainees how tough the job of selling is. Determine what difficulties are likely to be encountered in the field. Evaluate the trainees' progress in the program. Help the new reps adjust to their new surroundings.

Determine what difficulties are likely to be encountered in the field.

In which of the following situations is the case method likely to be the best teaching techniques? Developing a salesperson's ability to analyze problems and make decisions. Developing a salesperson's ability to meet objections in a sales presentation. Teaching product knowledge. Describing the company's history. Giving canned sales presentations.

Developing a salesperson's ability to analyze problems and make decisions.

In today's marketing environment, geographical specialization is not used very much in sales force organizations. True False

False

The best way to overcome presentation fatigue is by utilizing the high-tech animations and graphics found in presentation software, such as PowerPoint or Prezi. True False

False

An advantage of using line sales executives to do the sales training is that they usually: Have much practical experience from which to draw. Have more time to devote to training than other executives do. Are excellent teachers. Are better at developing the theory, rather than the practice, selling. None of these

Have much practical experience from which to draw.

Customer Relationship Management (CRM) refers to a program designed to: Establish new accounts. Manage the expenses of calling on customers. Help companies manage customer information. Manage the distribution of goods and services to customers. Minimize company liability with regard to the products it sells to customers.

Help companies manage customer information.

An advantage of a centralized sales training program is that usually: Highly capable training personnel are more likely to be available than in decentralized programs. It is less expensive than decentralized programs. There are fewer administrative problems as compared with branch office programs. Branch managers are better trainers than home office personnel. None of these are correct.

Highly capable training personnel are more likely to be available than in decentralized programs.

Which of the following factors are NOT directly related to increased global sales? Saturated home markets. Increase in trade barriers. Excess capacity. New trade agreements. They are all related to increased global sales.

Increase in trade barriers.

Regarding the use of part-time salespeople: The use of these reps is decreasing as companies build full-time sales forces. One problem with these people is that they are difficult to contact. They are not flexible in their availability. Is an excellent source for in-home selling organizations. None of these is correct.

Is an excellent source for in-home selling organizations.

Which of the following is not a selection tool? Personal interviews Application forms Employment tests Assessment centers Job advertisements

Job advertisements

Using _________________________ as sales trainers is advantageous because their words carry much authority and they typically have had successful sales experience. Company staff trainers in sales department. Outside training specialist. Line executives in sales department. Trainers from personnel department. The trainees' peer group.

Line executives in sales department.

Which of the following is not the purpose of prospecting? -Finding customers who have needs similar to the product offerings. -Learning whether the target customers have needs for the product. -Learning about the determinants for the prospect's purchasing decision. -Networking with existing customers. -Learning names of customers who can afford the product.

Networking with existing customers

Which of the following groups of salespeople should be excluded from sales training? Experienced sales representatives hired from our competitors. Successful salespeople who have been with our firm for several years. Newly-hired recent college graduates. Newly-hired representatives who had successful experience selling products related to ours. None of these should be excluded. That is, they all need training.

None of these should be excluded. That is, they all need training.

An advantage of a line organization is that it usually: Makes effective use of managerial specialists. Provides stability over several generations of management. Separates planning and operating activities. Results in quite a bit of managerial "buck-passing." None of these typically occurs in a line organization.

None of these typically occurs in a line organization.

Which of the following factors account for the growing use of e-commerce and telemarketing as a form of sales force specialization? Many buyers prefer it over personal sales calls in certain selling situations. Many marketers find that it increases the efficiency of their selling effort. It is especially adaptable to major-account selling. All of these contribute to telemarketing's growth. Only A and B are correct.

Only A and B are correct.

The most widely used of all sales selection tools is the: Long application blank. Personal interview. Reference check. Psychological tests. Physical exam.

Personal interview.

Which of the following is the best example of a missionary salesperson? Person whose main job is to contact customers by telephone, fax machine, or computer. Pharmaceutical rep calling on doctors. Rep for a sporting goods wholesaler who calls on sporting goods stores. Travel agent that arranges and conducts tours, including driving the tour bus. Rep who delivers cases of Coca-Cola from bottler to local stores.

Pharmaceutical rep calling on doctors.

A drawback to a line and staff sales organization is that: It cannot be used by a company that sells to many different types of customers. It is difficult to separate planning and operating activities. Problems may arise when staff executives take on line authority, instead of acting only as advisers. The span of control usually is too large. It discourages the use of the division of labor.

Problems may arise when staff executives take on line authority, instead of acting only as advisers.

Place the following steps of the sales process in order. Preapproach, Prospecting, Presentation, Gaining commitment. Gaining commitment, Preapproach, Presentation, Prospecting. Presentation, Preapproach, Prospecting, Gaining commitment. Prospecting, Preapproach, Presentation, Gaining commitment.

Prospecting, Preapproach, Presentation, Gaining commitment.

A branch sales manager is assigned the task of opening a new market and developing new accounts in that market. The sales force to cover that market is selected by people in the home office, and the branch manager does not participate in the selection process. This situation seems to violate the organizational principle relating to: Building an organization around activities, not people. Relationship of responsibility and authority. Need for balance and coordination. Building an organization that reflects a market orientation. Span of executive control.

Relationship of responsibility and authority.

Which of the following is least likely to be the reason that qualified salespeople are in such short supply? Sales jobs typically don't pay as well as other jobs. College students look to other careers. Many people view selling in a negative way. Selling does not have as much prestige as do some other careers. Many people are not aware of the opportunities provided by sales jobs.

Sales jobs typically don't pay as well as other jobs.

Sales training covers topics such as business management, teamwork, and skills for building relationships. All of the following provide the reasons for this except: Customers are demanding much more from their suppliers in terms of quality and service. Many firms are reducing the number of their suppliers thus developing stronger ties with those vendors they elect to work with. Sales reps who sell products and/or services need to learn how to avoid customers over-reaching demands and problems. Many firms have adopted team selling strategies to respond to an increase in customer's expectations. Sales organization must be consistent with the firm's marketing objective.

Sales reps who sell products and/or services need to learn how to avoid customers over-reaching demands and problems.

Regarding the relation between sales training and strategic planning: Sales training is related to strategic planning, but not to the implementation of these plans. Sales training objectives should be consistent with the company's marketing goals. Changes in the sales organizational structure do not affect the sales training program. All of these are correct. Only two of A-B-C are correct.

Sales training objectives should be consistent with the company's marketing goals.

The sales job is unique in that: Salespeople require no supervision. Salespeople are entirely self-motivated. Salespeople have especially small role sets. Salespeople often feel caught in the middle between conflicting demands. Salespeople work fewer hours per week than most other occupations.

Salespeople often feel caught in the middle between conflicting demands.

Regarding referrals as a source of sales recruits: Some companies incentivize their employees for making qualified referrals. Most companies get more than enough referrals. Most referrals come from non-employees. Most referrals are not qualified. Most referrals do not fit into the company culture.

Some companies incentivize their employees for making qualified referrals.

According to your text, the most commonly used interview is: None is more prevalent than another. Totally structured. Something between guided and non-directed. Non-directed. Guided.

Something between guided and non-directed.

With eighteen department heads reporting to the marketing manager of a company making office furniture, this firm is probably violating the organizational principle related to: The informal organization. Flexibility. Branch organization. Span of executive control. Organized around activities, not people.

Span of executive control

The fact that a person is an outstanding sales representative does not necessarily mean that he or she would make a good sales manager because: Most sales executives come from non-selling backgrounds. Salespeople have no experience in planning. Managers need an inflated ego. The art of administration is a distinct skill, separate from technical ability. The original statement is false; that is, the best salespeople actually make the best managers.

The art of administration is a distinct skill, separate from technical ability.

It is critical that a sales manager fully understand the scope of sales force selection activities as stipulated by the EEOC and the OFCC because: If caught in a discrimination suit, only the sales manager will bear the sole responsibility for the organization and will lose his job. The burden of proof in a discrimination suit usually rests with the company. No one but the hiring agent is responsible; therefore it is not critical that the sales manager understand these regulations. The issue of discrimination has been long debated and resolved. Discrimination issues are only of concern in the hiring of legal aliens

The burden of proof in a discrimination suit usually rests with the company.

Regarding the situation of hiring minorities for sales jobs, all of the following are true EXCEPT: The highest percent of minority employees is generally found in the sales force. Every year, many companies pay stiff fines for racial discrimination in hiring. Certain nontraditional sources of recruits can be effectively used to hire minorities. Practicing diversity is considered to be a good business decision. Minorities will make up more and more of the U.S. labor force in coming years.

The highest percent of minority employees is generally found in the sales force.

With respect to the selection tools that are used in processing applicants for a sales job: The least costly tools should be used first. Under Affirmative Action guidelines, a company is not allowed to use psychological tests. The most effective sequence is to start with an application blank and follow up with a series of interviews. None of these is correct. Companies should use standardized forms (developed for general use by any company) as much as possible.

The least costly tools should be used first.

A limitation of decentralized sales training is that: It usually costs more than centralized programs. The local trainer (the branch manager, for example) may not have the ability to do the job properly. A trainee is more removed from his work environment than in a centralized program. Management cannot give on-the-job training. Management cannot control these programs

The local trainer (the branch manager, for example) may not have the ability to do the job properly.

Decentralized training programs conducted by branch managers are advantageous because: Branch managers usually are skilled trainers. Salespeople get to know their fellow reps quite well. Salespeople can get away from home. Branch managers have more time for training than do home-office executives. These programs usually are less expensive than centralized programs.

These programs usually are less expensive than centralized programs.

It is especially difficult to assimilate new sales reps when: They begin a training program with no field experience. They are assigned to the home-office. They are assigned to a team-based work group. They are scheduled to have daily meetings with the sales manager. They are placed into a sales territory with no home-office training.

They are placed into a sales territory with no home-office training.

Which of the following is consistent with the book's discussion about salespeople golfing with customers? This rarely happens anymore The game of golf is becoming more and more popular This is associated with the follow-up step of the sales process Both A and C are correct Both B and C are correct

This is associated with follow up step of the sales process

When a company specializes its sales force by type of customer: There is no opportunity for geographical specialization. This is likely to increase the friction between channels of distribution used by a firm. Technical staff specialists cannot be used. This is compatible with the customer-orientation philosophy underlying the marketing concept. Overlapping territories usually are eliminated.

This is compatible with the customer-orientation philosophy underlying the marketing concept.

Management should recruit many more applicants than it has sales jobs to fill because: Turnover rates are increasing. Costs of training of supervision are increasing. This reduces the number of applicants available for competitors to hire. This will maximize the chances of finding the best people for the jobs. None of these, because the original statement is incorrect.

This will maximize the chances of finding the best people for the jobs.

A good philosophy to follow in recruiting salespeople is: Use as few sources as possible to save time and money. Contact your recruiting sources only when you need new sales representatives. To get enough qualified applicants to maximize the chances of finding the right person for the job. If you have a good job description and a good set of hiring qualifications, it doesn't much matter what recruiting sources you use. Avoid recruiting inexperienced people

To get enough qualified applicants to maximize the chances of finding the right person for the job.

All of the following teaching methods are used in sales training programs, except: Lectures. Demonstrations. Role playing. Trainees do the supervision. Case discussions.

Trainees do the supervision.

One risk in a functional type of sales organization is that line sales executives and the salespeople may get orders from more than one person. True False

True

The laws and guidelines regarding affirmative action require employers to make additional efforts to recruit, employ, and promote qualified members of groups formerly excluded. True False

True

Team selling is more successful when the company does all of the following, EXCEPT: Provides training to the team. Provides incentives to the team. Uses teams for all of its accounts. Demonstrates management support. All of these contribute to success.

Uses teams for all of its accounts

Which of the following is likely to happen when our company exports through its own sales branches located in foreign countries? We get less aggressive selling than if we use foreign trade middlemen. Our company avoids having to pay tariffs. We are not limited by import quotas. We now have the major task of managing a sales force of (1) foreign nationals unfamiliar with our practices or (2) Americans who are unfamiliar with the foreign market. None of these usually occurs.

We now have the major task of managing a sales force of (1) foreign nationals unfamiliar with our practices or (2) Americans who are unfamiliar with the foreign market.

The decision-making areas in sales training usually do not include the question of: What should be the content of the program? Who should do the training? What sources should be used to find good salespeople? What teaching methods should be used? Where should the training be done?

What sources should be used to find good salespeople?

As a general rule in an interview for a sales job, which of the following questions are you legally allowed to ask an applicant before hiring the person? How old are you? How is your health? Why did you leave your prior job? Are you married? (if it's a man, but not a woman.) Have you ever been arrested?

Why did you leave your prior job?

When making a reference check, the key question which a sales manager should ask an applicant's former employer is: Was he (or she) a good worker? Was he (or she) well liked by fellow workers? Would you rehire him (or her)? Was he (or she) a good worker? Did he (or she) cause any problems in your firm?

Would you rehire him (or her)?

Recruiting from this source is called "pirating" by some people - and thus can present an ethical dilemma. Production workers in your firm. Graduating college seniors. Your customers. Noncompeting companies. Your competitors.

Your competitors.

A problem connected with the use of psychological tests in the sales force selection process is that: Tests are sometimes used as the sole deciding knockout factor. The answers on some personality tests can be faked. Some tests may eliminate the truly creative type of person - the very trait that would make that person a successful sales rep. Executives sometimes fail to apply the concept of a range of scores. All of these are problems or dangers in testing.

all

The appropriate hiring criteria: Can be developed through job analysis. Reduce misplacement. Lower turnover. Help the firm design employment tests. All of these.

all

Which of the following selling activities are well adapted to an e-commerce program? Prospecting for new accounts. Order processing for standardized products. Seeking reorders. Dealing with small order customers. All of these.

all of these

The sales force selection process is relatively easy because there is a large supply of qualified applicants. True False

false

The use of line sales executives as trainers should be avoided since sales representatives tend to resent them. True False

false

Which of the following roles ordinarily is not a part of a buying center? User. Director. Influencer. Decider. Gatekeeper.

director

A missionary seller's primary job is to be an order-taker. True False

f

Salespeople have very little role ambiguity. True False

f

Salespeople with strong, aggressive personalities are considered to be ideal candidates for promotion to management. True False

f

When a strong buyer's market exists in the United States, the role of personal selling and sales management in an organization becomes less important. True False

f

Although more expensive, team selling is by far the best method of calling upon accounts and should be used for all routine selling situations. True False

false

An effective presentation can only be done by a salesperson who understands the needs of the customer. True Fals

false

Emotional intelligence is primarily related to the analytical ability of salespeople to solve problems. True False

false

In transaction selling, sales organizations price for profit and concentrate on a select number of accounts.

false

Referrals are an infrequently used source of sales recruits. True False

false

The easiest way a firm can protect itself against discrimination charges with regard to the sources for its recruiting is to recruit from the same source all of the time. True False

false

The sales approach is the step in the sales process immediately before qualifying leads. True False

false

Xerox uses a Global Account Management (GAM) structure. As part of this, Xerox necessarily sells its products through: U.S. based exporting intermediaries. foreign country intermediaries. the World Trade Organization (WTO). its own sales force based in various foreign countries. None of these (i.e., Xerox does not necessarily use any of these).

its own sales force based in various foreign countries.

The most important single tool used in operating a sales force is a: Sales forecast. Job description for a sales job. Series of employment interviews. Sales force organizational structure. Battery of psychological tests.

job description

In the introduction to chapter 1, the textbook argues that it is critical for sales managers to hire salespeople who: deliver a great sales pitch understand the product are excellent closers work hard listen to customers

listen

With regard to the sales pipeline, successful sales organizations are careful:to not to fill up the pipeline too early. periodically empty the pipeline completely. keep the bottom-half full, and the top half empty. maintain a full pipeline at all times. Both A and B are correct.

maintain a full pipeline at all times.

Today, many companies realize that the _______ is in the best position to develop effective prospecting systems. -marketing department -salesperson -sales manager -company president -research and development

marketing department

Kelly is a rep that works for Merck pharmaceuticals and calls on cardiologists - and thus would be called a: Missionary seller Sales engineer Delivery seller Key account seller New business seller

missionary

Which of the following is not one of the eight steps of the sales process? Approach. Meeting objectives. Needs assessment. Networking. All of these are steps.

netowrking