Homework answers / question archive / Western New Mexico University BSAD 340 Chapter 17 1)Macy’s, Nordstrom, Saks Fifth Avenue, and Barneys New York offer free personal shopping, whereby consultants pull clothing they feel will fit the customer’s style and specified need

Western New Mexico University BSAD 340 Chapter 17 1)Macy’s, Nordstrom, Saks Fifth Avenue, and Barneys New York offer free personal shopping, whereby consultants pull clothing they feel will fit the customer’s style and specified need

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Western New Mexico University

BSAD 340

Chapter 17

1)Macy’s, Nordstrom, Saks Fifth Avenue, and Barneys New York offer free personal shopping, whereby consultants pull clothing they feel will fit the customer’s style and specified need. This free service:

a.            encourages customers to develop a relationship with the store.

b.            puts pressure on customers to buy more.

c.             dissuades customers from shopping at the store.

d.            is a good way to sell low-cost, low-involvement products.

e.            Streamlines customer interactions, making sales easier.

 

2.            Personal selling is more important than advertising and sales promotion if:

a.            the products being sold are standardized.

b.            there are many customers for the product being sold.

c.             the product being sold has a low value.

 

d.            the buyers of the product are extremely dispersed. e. the products being sold are technically complex.

 

3.            How can personal selling costs be controlled?

a.            By increasing the time that the sales force spends on personal selling.

b.            By adjusting the size of the sales force en masse.

c.             By offering the sales force benefits such as stock options.

d.            By dropping and replacing the entire sales force.

e.            By adjusting the size of the sales force in one-person increments.

 

4.            For which of the following products would its producer be more likely to choose personal selling rather than advertising or sales promotion to market it?

a. Garden hose b. HD television

c.             Dry-cleaning

d.            Coffee mug

e.            Breakfast cereal

 

5.            Generally speaking, personal selling becomes more important as the number of potential customers     and as the value of the product         .

a.            increases; grows

b.            increases; shrinks

c.             decreases; shrinks d. decreases; grows

e. None of the above.

 

 

 

 

 

6.            As a manufacturer of jams and jellies, Smucker’s sells a highly standardized product to consumers all over the United States. You would expect Smucker’s to rely on           to promote its product.

a.            public relations

b.            personal selling

c.             advertising and sales promotion

d.            publicity and direct marketing

e.            product innovation

 

7.            What role does technology play in personal selling?

a.            Technology used to play a large role in personal selling, but its impact is diminishing.

b.            Technology is the most important aspect of personal selling.

c.             Technology plays an important role, especially in regards to social media. d. Technology is completely irrelevant to personal selling.

e. Technology plays a small role in personal selling, but experts expect its importance to rise over time.

 

 

8.            Boeing is one of the largest aircraft manufacturers in the world. The company sells aircrafts to airlines around the world, such as Delta, China Air, and AirFrance. You would expect Boeing to rely on to promote its vessels.

a.            publicity

b.            advertising and sales promotion

c.             sales promotion d. personal selling

e. product innovations and direct marketing

 

9.            Which of the following professions likely requires an individual to make sales?

a.            Salesperson

b.            Chemist

c.             Marketing manager

d.            Engineer

e.            All of the above.

 

10.          Jefferson Smurfit Company is a multi-billion-dollar supplier of packaging materials. One of its salespeople rearranged production schedules at three different plants to satisfy an unexpected demand for boxes from General Electric. The salesperson’s action is typical of the company’s sales philosophy and indicates an emphasis on:

a. consultative promotion. b. relationship selling.

c.             adaptive selling.

d.            transformational selling.

e.            transactional buying.

 

 

 

 

11.          When did marketers move away from making one-time sales and toward relationship selling?

a.            Marketers have always focused on relationship selling.

b.            During the Industrial Revolution.

c.             In the wake of the Great Depression. d. Just after World War II.

e. Very recently.

 

12.                         is a sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships.

a.            Networking

b.            Adaptive selling

c.             Stimulus-response selling d. Relationship selling

e. Needs-dependent selling

 

13.          Which of the following is not true of traditional personal selling methods?

 

a.            They often attempt to persuade the buyer to accept a point of view.

b.            The objectives of the salesperson are frequently at the expense of the buyer. c. They have disappeared in the wake of relationship selling.

d. They entail making a one-time sale and then moving on to the next prospect.

e. They sometimes create a win–lose outcome.

 

14.          Relationship selling is also called:

a.            long-term selling.

b.            win–win selling.

c.             consultative selling.

d.            experiential selling.

e.            interactive selling.

 

15.          Relationship selling is a  process that emphasizes              as a key ingredient in identifying prospects and developing them as long-term, satisfied customers.

a.            multistage, empathy

b.            popular, assertiveness

c.             short-term, persuasion

d.            win-lose, personalization

e.            modern, standardization

 

16.          Relationship selling:

a.            is also called adaptive selling.

b.            is most concerned with making a sale.

c.             is more typically used when selling low-involvement products in the consumer market. d. is more concerned with developing customer trust than with making a sale.

e. is declining in popularity among businesses because the costs are becoming prohibitive.

 

 

 

17.          The knowledge that most businesses depend on repeat sales is the basis of:

a.            traditional personal selling.

b.            direct marketing.

c.             all trade promotions. d. relationship selling.

e. product-oriented selling.

 

18.          Research has shown that positive customer–salesperson relationships result in:

a.            win–lose situations.

b.            decreased customer trust.

c.             customers who purchase from the company just once.

d.            higher costs for the company. e. None of the above.

 

19.          All of the following statements characterize the traditional personal selling approach EXCEPT:

a.            Traditional selling focuses on closing sales.

 

b.            Traditional selling uses short-term follow-ups that focus on product delivery. c. Traditional personal selling takes a team approach to the account.

d. Salespeople sell products, not advice and assistance.

e. Proposals and presentations used emphasize pricing and product features.

 

20.          Stores carrying Revlon Super Lustrous lipstick have begun using touch-screen televisions that allow customers to see how different styles might look on their own faces without talking to a makeup artist. Which of the following statements does this new development support?

a.            Salespeople sell products, not advice and assistance.

b.            Personal selling has taken a technology turn in the last decade.

c.             Relationship selling promotes a win–win situation for both buyer and seller.

d.            Personal selling offers several advantages over other forms of promotion.

e.            Modern views of personal selling emphasize the relationship between a salesperson and a buyer.

 

21.          Consultative selling:

a.            uses limited sales planning.

b.            uses a “lone wolf” approach to selling.

c.             sells advice, assistance, and counsel rather than products.

d.            uses short-term follow-ups, which focus on product delivery.

e.            emphasizes closing the sale during the sales presentation.

 

22.                         is the ultimate goal of a new trend in marketing that focuses on understanding customers as individuals instead of as part of a group.

a.            Organizational optimization

b.            Consumer relationship marketing (CRM)

c.             Total quality management (TQM)

d.            Customer relationship management (CRM)

e.            Market aggregation

 

 

23.          Using technology provided by Smart Button software, the WNBA’s Los Angeles Sparks have implemented a new system that gathers information about its best customers, season ticket holders, and rewards those customers in many ways, including free tickets to Sparks home games and cash prizes. This is an example of a(n)    system.

a.            organizational optimization

b.            corporate relationship marketing (CRM)

c.             total quality management (TQM)

d.            customer relationship management (CRM)

e.            call response marketing (CRM)

 

24.          Customer relationship management initially was popularized as . a. one-to-one marketing.

b.            a mass marketing approach.

c.             total quality management.

d.            a customer satisfaction program.

e.            a differentiation strategy.

 

 

25.                         in a CRM environment involves collecting customer information through comments and feedback on product and service performance.

a.            Uncovering

b.            Researching c. Learning

d. Recording

e. Absorbing

 

26.          To initiate the CRM cycle, a company must first:

a.            establish marketing objectives.

b.            capture relevant customer data on interactions.

c.             identify customer relationships with the organization.

d.            understand the interactions the company has with current customers.

e.            decide on a segmentation strategy.

 

27.          When Burpee Gardening company collects relevant information from customers, such as date of last communication with the customer and how often the customer contacts the company, this is an example of:

a.            establishing marketing objectives.

b.            capturing relevant customer data on interactions.

c.             identifying customer relationships with the organization.

d.            understanding the interactions the company has with current customers.

e.            deciding on a segmentation strategy.

 

 

 

 

 

 

28.          Which of the following statements about a CRM system is true?

a.            A critical component of a CRM system is the use of the appropriate technology to store and manage customer data.

b.            A CRM system operates on the theory that all customers are equally important.

c.             Due to privacy laws, a CRM system only disseminates customer information to those who are actually in day-to-day contact with customers.

d.            A company using a CRM system must view its customers as bits of data.

e.            All of these statements about a CRM system are true.

 

29.          Best Buy instituted a system in all of its stores that customizes their product offerings for the five key customer segments it has identified: affluent professional males, young entertainment enthusiasts, upscale suburban moms, families who are practical technology adopters, and small businesses with fewer than 20 employees. This focus implies that Best Buy is:

a.            ethnocentric.

b.            demand based.

c.             sales-centric.

 

d.            supply based.

e.            customer-centric.

 

30.          Sony wants to build long-lasting relationships by focusing on what satisfies and retains their customers. For example, Sony’s PlayStation Web site is designed to create a community of users who can join PlayStation Underground where they will “feel like they belong to a subculture of intense gamers.” Sony evidently:

a.            is sales oriented.

b.            has a standardization focus.

c.             is ethnocentric.

d.            has a customer-centric focus.

e.            is product oriented.

 

31.                         involves delegating authority to solve customers’ problems.

a.            Consumer learning

b.            Customerization c. Empowerment

d. Autonomy

e. Interaction

 

32.                         is the process by which learned information from customers is centralized and shared in order to enhance the relationship between customers and the organization.

a.            Knowledge management

b.            Learning

c.             Database marketing

d.            Interactive marketing

e.            Information marketing

 

 

 

33.          When Sony PlayStation users want to access amenities on the Sony Web site, they are required to log in and supply information such as their name, e-mail address, and birth date. They are also given the opportunity to complete a survey that captures much more information about them and their gaming habits. Sony gathers this information and makes it available internally to better serve the customer. This is an example of a company using:

a.            learned research.

b.            stimulus/response marketing. c. knowledge management.

d. sales-oriented marketing.

e. motivational research.

 

34.          Zappos is an online shoe and apparel retailer that promotes the highest quality of customer service by maintaining the importance of each        , the point at which customer and store personnel exchange information and develop learning relationships.

a.            moment of truth

b.            intervention

 

c.             data capture

d.            response situation e. interaction

 

35.          Apple, Inc. has stores, a Web site, and a toll-free phone number where consumers can provide valuable information to the company in developing a CRM system. All these possible areas of the company where consumers can communicate with the business are called:

a.            touch points.

b.            focus areas.

c.             data mining.

d.            information search periods.

e.            experimental points.

 

36.          Les Ailes de la Mode, a Quebec retail store that promotes the highest quality of customer service, has not only established itself as a top retailer in the province but also has a credit card and point program company, a cataloger and Internet seller, and even a publisher. Through gathering customer information for its credit cards and point program, through catalog and Internet orders, and through subscriptions to its publications, Les Ailes de la Mode has created several different:

a. focus areas. b. touch points.

c.             interrelationship promotions.

d.            distribution channels.

e.            sources of distribution information.

 

 

 

 

 

 

 

37.          Communications between customers and organizations that occur in stores or at information kiosks are called:

a.            live interactions.

b.            point-of-sale interactions.

c.             empowerment points.

d.            survey interactions.

e.            product interactions.

 

38.          Which of the following would be an example of “social” CRM?

a. Placing a phone call to a local department store b. Leaving a comment on a company’s blog

c.             Mailing a survey card back to an organization

d.            Telling a friend about your experience with an online retailer

e.            All of the above are examples of “social” CRM

 

39.          Which of the following is an example of a channel through which customer data are traditionally gathered?

a.            Store visits

b.            Conversations with salespeople

c.             Interactions via the Web

d.            Phone conversations e. All of these

 

40.          A(n)       allows marketers to track customers’ relationships to the company’s products and services.

a.            database

b.            data profile

c.             algorithm

d.            byte

e.            interaction profile

 

41.          Walmart captures point-of-sale transactions from thousands of stores in several countries and continuously transmits these data to its massive data warehouse. Walmart allows more than 3,500 suppliers to access data on their products and perform data analyses. These suppliers use the data to identify customer buying patterns at the store level. They use this information to manage local store inventory and identify new merchandising opportunities. Both Walmart and its suppliers are engaged in:

a.            information formatting.

b.            database enhancement. c. data mining.

d. data shading.

e. descriptive modeling.

 

 

 

 

42.          Outdoor gear retailer Recreational Equipment, Inc. (REI) in Washington collects a vast amount of data through its Web site, direct mailings, and retail stores. When REI considers new store locations, it examines order data to find places with high concentrations of customers buying online and through the company’s catalogs. REI would be using to identify potential store locations.

a.            information formatting

b.            database enhancement c. data mining

d. data shading

e. customer prediction

 

43.                         involves developing product or service offerings customized for the appropriate customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships.

a. Transaction management b. Campaign management

 

c.             Data mining

d.            Consumerism

e.            Knowledge management

 

44.          Which of the following is a common CRM marketing database application?

a.            Campaign management

b.            Retaining loyal customers

c.             Cross selling other products and services

d.            Designing targeted marketing communications e. All of these

 

45.          To target outdoor enthusiasts, Subaru of America added an outdoor life section to its Web site that is organized by area of interest. The site will serve as a platform for co-marketing and promotional programs. This offering of customized products to a customer segment for the purpose of enhancing the auto manufacturer’s customer relationships is an example of:

a.            campaign management.

b.            customer aggregation.

c.             transaction segmentation.

d.            data mining.

e.            knowledge management.

 

46.          Many high-end hotel chains award points for every dollar spent in one of their hotels. Customers who earn a high number of points are given special privileges that may include upgraded hotel rooms or several free nights. This is an example of the leveraging of customer information to:

a.            retain loyal customers.

b.            reinforce competitive promotional decisions.

c.             cross-sell other products and services.

d.            design targeted marketing communications.

e.            induce product trial by new customers.

 

47.          When a company retains an additional 5 percent of its customers each year, profits will increase by as much as            .

a.            5 percent

b.            15 percent c. 25 percent

d. 35 percent

e. 45 percent

 

48.          Every time Barry orders running shoes from Road Runner Sports, the Web site or the operator on the phone always tries to sell him something in addition to the shoes he ordered, such as socks or other apparel. This is an example of:

a. data mining. b. cross-selling.

c.             trading up.

d.            database enhancement.

e.            a database channel.

 

 

49.          According to the CEO of Allied Office Products, “We’re a headcount business: I know that if you have a 60person office, you should buy $300 worth of basic office supplies—paper, pens, staples— from us with each order, but if that’s all we get, we stagnate. For us to grow, we have to convince the customer, who already likes our products and service, to buy more than just basic supplies? we have to increase the order by 10, 20, or 30 times.” Allied’s salespeople are trained to push the company’s less traditional, highermargin lines such as coffee and refreshments, printing and forms management, and office furniture. Allied’s salespeople are engaging in:

a.            cross-selling.

b.            trading up.

c.             buyer empowerment.

d.            alliance building.

e.            bundling.

 

50.          After Ruth and Mike had paid in advance for their week’s stay at a Vermont Inn, Ruth felt that they might have chosen poorly and that they were committing themselves to stay at a place they might hate. Then Ruth got a letter from the Inn’s owner stating that she was looking forward to their visit and asking what they most enjoyed for breakfast. The hospitality of the letter dealt with Ruth’s cognitive dissonance by:

a.            cross-selling.

b.            disintermediation.

c.             spamming and flaming.

d.            implementing a penetration strategy. e. reinforcing her purchase decision.

 

 

 

 

 

 

51.          The set of steps a salesperson goes through to sell a particular product is called the:

a.            P-O-S cycle.

b.            stimulus-response hierarchy.

c.             sales presentation. d. sales process.

e. sales continuum.

 

52.                         provide the fuel that keeps the corporate engines humming. Without them, there would be no business.

a. Marketing messages b. Sales

c.             Communications

d.            Managers

e.            JIT processes

 

53.          The first step in the selling process is:

 

a.            qualifying leads

b.            approaching the customer and probing needs

c.             developing and proposing solutions

d.            making a sales presentation e. generating leads

 

54.          The seven steps of the selling process closely follow the:

a.            AIDA concept.

b.            hierarchy of needs.

c.             traditional communications model.

d.            process of forecasting and satisfying industry demand.

e.            JIT process.

 

55.                         , or prospecting, is the identification of those firms and people most likely to buy the seller’s offerings.

a.            Lead generation

b.            Lead qualification

c.             Customer mining

d.            Referral calling

e.            Cold calling

 

56.          What is needed for sales management to be effective?

a. Impersonal relationships with customers. b. A success-oriented sales force.

c.             Relaxed sales objectives.

d.            Extensive advertising campaigns.

e.            Answers B and D.

 

 

 

57.          What is needed for sales management to be effective?

a. Impersonal relationships with customers. b. A success-oriented sales force.

c.             Relaxed sales objectives.

d.            Extensive advertising campaigns.

e.            Answers B and D.

 

58.          AutoFry is the leading manufacturer of ventless deep fryers for supermarket deli and food- service operations. It has developed a new high-capacity fryer. The company has decided to purchase a mailing list of thousands of foodservice managers and to send out brochures with a detachable card that the managers can use to request more information. AutoFry is involved in:

a. lead qualification. b. lead generation.

c.             sales presentation.

d.            the close procedure.

e.            moving through the sales continuum.

 

 

59.          Joe Hamas sells for Rush Beverages. He is trying to convince retailers to carry his company’s Ginseng Rush, a new all-natural beverage that delivers an energy punch without caffeine. When he gets retailers to agree to stock his product, he asks them for the names of other retail operations that might be interested in carrying it. He is using                to get his sales leads.

a.            networking

b.            cold calling c. referrals

d. direct marketing

e. noncompeting sales

 

60.          When salespeople use price as their go-to tool for negotiation, they may inadvertently: a. decrease the value of the product.

b.            increase the value of the product.

c.             render price a nonissue.

d.            reinforce product advertising.

e.            None of the above.

 

61.                         is a process of finding out about potential clients from friends, business contacts, coworkers, acquaintances, and fellow members in professional or civic organizations.

a. People surfing b. Networking

c.             Co-opting

d.            Lead intermediation

e.            Looking for the golden parachute

 

 

 

 

 

62.          Christy recently began selling Arbonne skin-care products on a part-time basis. She began by telling all her friends and relatives about the product. Then she called old friends from her college days and reached out to the friends of her friends. This technique for generating leads is called:

a. cannibalizing. b. networking.

c.             snowballing.

d.            incremental approach.

e.            multiplier effect.

 

63.                         involves determining which sales prospects have a recognized need, buying power, and receptivity and accessibility.

a.            Prospect examination

b.            Customerization

c.             Lead reciprocity d. Lead qualification

e. Bird-dogging

 

 

64.          A             is a written document or professional presentation. A    is a formal meeting.

a.            sales proposal; sales performance

b.            sales performance; sales production

c.             sales presentation; sales performance d. sales proposal; sales presentation

e. sales production; sales proposal

 

65.          Lead qualification involves determining whether a prospect has:

a.            a recognized need, buying power, and a willingness to see a salesperson.

b.            any interest in a product.

c.             a real or imagined need for a product.

d.            any resources.

e.            a line membership in the company’s buying center.

 

66.          Often the task of lead qualification is handled by a telemarketing group or a sales support person who frees the sales representative from the time-consuming task by engaging in:

a.            prequalification.

b.            database mining.

c.             co-opting.

d.            cold calling.

e.            Networking.

 

67.          The        is a process that describes the homework that must be done by a salesperson before he or she contacts a prospect.

a. pre-sales dialogue b. preapproach

c.             prospect customerization

d.            closing preamble

e.            sale profiling procedure

68.          Knowing the industry requires active research by the salesperson. Which of the following is not a way to learn about the industry when conducting a needs assessment?

a.            Attending industry and trade association meetings

b.            Reading articles published in industry and trade journals.

c.             Keeping track of legislation and regulation that affect the industry

d.            Being aware of product alternatives from competition e. Memorizing a product’s pricing and billing procedures ANSWER: e

 

69.          During the preapproach, the salesperson would:

a.            ask for referrals.

b.            learn as much as possible about the prospect’s organization and its buyers.

c.             create point-of-purchase displays.

d.            handle pricing objections.

e.            do all of these things.

 

70.          A salesperson engaged in needs assessment does all of the following EXCEPT:

a.            researching the industry.

b.            finding out about the competition.

c.             knowing everything there is to know about the customer and its needs.

d.            learning about the product or service. e. handling objections.

 

71.                         means having both the authority to make the purchase decision and the funds to pay for it.

a.            Purchase management

b.            Procurement specialization

c.             Right to acquire d. Buying power

e. None of the above.

 

72.          A             is a determination of the customer’s specific needs and wants and the range of options the customer has for satisfying them.

a.            stimulus-response continuum

b.            needs hierarchy c. needs assessment

d. NASIC comparison

e. sales probability

 

73.          As part of the needs assessment, the consultative salesperson must learn everything there is to know about:

a.            the product he or she is selling.

b.            the customers and their needs.

c.             the competition.

d.            the industry in which he or she is selling. e. all of the choices.

74.          Creating a(n)      during a sales approach helps salespeople optimize their time and resources.

a. sales proposal b. customer profile

c.             sales presentation

d.            forecast of needs

e.            AIDA assessment

 

75.          Increasingly, sales professionals are using            to connect with targeted leads and clients around the world.

a.            networking sites such as LinkedIn

b.            online games such as World of Warcraft

c.             messaging tools such as Google Talk

d.            delivered memos such as telegrams

e.            None of these.

 

76.          A             is a written document or professional presentation that outlines how a company’s product will meet or exceed the client’s needs.

a.            customer profile

b.            needs assessment c. sales proposal

d. qualifying document

e. forecast of needs

 

77.          Jel Sert Company makes convenient, durable, and eye-catching packaging. Its salesperson is demonstrating to a manufacturer of sports drinks how Jel Sert’s packaging would serve as a silent salesperson for its products. The salesperson is conducting a         .

a.            negotiation

b.            sales presentation

c.             follow-up

d.            sales approach

e.            closing

 

78.          For a powerful sales presentation, salespeople must do all of the following EXCEPT: a. ask close-ended questions.

b.            incorporate visual elements that impart valuable information.

c.             practice.

d.            use direct eye contact.

e.            use hand gestures and voice inflections.

 

 

 

 

 

 

 

79.          Which of the following statements about handling objections is true?

a.            A professional salesperson should not anticipate objections.

b.            A salesperson should view objections as requests for more information.

c.             Objections should not be used to close the sale.

d.            A good salesperson dreads having to handle sales objections.

e.            Objectives can only be handled when they arise, not anticipated beforehand.

 

80.          What should the consultative salesperson do when the prospect says, “Are you telling me that your packaging will protect my fragile products better than your competitor’s packaging can?”

a. Conduct an unplanned needs assessment. b. Handle the question as an objection.

c.             Immediately leave the prospect’s office.

d.            Ask for referrals.

e.            Modify his or her sales proposal.

 

81.          When a salesperson asks for the sale, he or she is:

 

a.            closing the sale.

b.            creating empathy.

c.             reducing cognitive dissonance.

d.            creating long-term reciprocal arrangements.

e.            qualifying the sale.

 

82.          Danita is in charge of new business development for her advertising agency. She recently made a sales presentation to the administration of Northwest Medical System to discuss the creative approaches her agency would use to differentiate Northwest Medical from its competition. Danita ended the presentation by asking, “When would you like our firm to begin working on your new brand awareness campaign?” In which stage of the selling process would such a question most likely be asked?

a.            Closing the sale

b.            Follow-up

c.             Dealing with cognitive dissonance

d.            Handling rejection

e.            Qualifying the prospect

 

83.                         is the process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement.

a. Conciliation b. Negotiation

c.             Compromise

d.            Concession

e.            Dispensation

 

 

 

 

84.          When a salesperson offers a discount if a prospect places a larger order, he or she is using the process of:

a.            summary.

b.            assumption. c. negotiation.

d. adaptation.

e. follow-up.

 

85.          Salespeople ensure that delivery schedules are met, that the good or service performs as promised, and that buyers are trained in the use of the product. All of these functions are part of

                , the final step in the selling process.

a.            the preapproach

b.            closing

c.             lead qualification d. following up

e. the sales presentation

 

86.          Which of the following statements about the relative amount of time spent in the selling process by different types of salespeople is true?

a.            A consultative salesperson would spend a lot of time generating leads.

b.            A traditional salesperson would spend a lot of time following up the sale.

c.             A relationship salesperson would spend a lot of time handling objections. d. A relationship salesperson would spend a lot of time qualifying leads.

e. A consultative salesperson would spend a lot of time closing the sale.

 

87.          In traditional selling, more time is spent than in relationship selling.

a.            qualifying leads

b.            following up

c.             handling objections

d.            approaching the customer and probing needs

e.            designing and proposing solutions

 

88.          All of the following are responsibilities and decisions for a sales manager EXCEPT: a. developing the product design

b.            evaluating the sales force

c.             compensating and motivating the sales force

d.            recruiting and training the sales force

e.            determining the sales force structure

 

89.          What trait, meaning the ability to put oneself in someone else’s shoes, is something sales managers should look for in applicants?

a.            Sympathy

b.            Ego strength

c.             Kindness

d.            Assertiveness e. Empathy

90.          Effective sales management begins with:

a.            determining sales goals

b.            determining the most efficient structure for the sales force

c.             determination the sales force size

d.            determining a compensation plan

e.            recruiting the sales force

 

91.          A(n)       is a statement of sales goals, usually based on sales volume alone.

a.            breakeven statement

b.            trend analysis

c.             order forecast

d.            account report e. quota

 

92.          Guilden Corporation has instructed its new salesperson that she is responsible for selling five display cases with infrared heating capability per week, plus calling on five current and 10 potential customers. These objectives comprise her:

 

a.            promotion goal

b.            fulfillment c. quota

d. contribution

e. potentiality

 

93.          Sales departments have traditionally been organized by all of the following EXCEPT:

a.            geographic region

b.            product line c. competition

d. marketing function

e. industry

 

94.                         structures for sales force are gaining popularity in today's competitive selling environment for companies that emphasize relationship selling.

a.            Geographic-based

b.            Industry- or market-based

c.             Product-based

d.            Customer-based

e.            Buying center-oriented

 

95.          A new salesperson generally receives training in all of the following EXCEPT:

a. company policies and practices b. accounting procedures

c.             product knowledge

d.            industry characteristics

e.            nonselling duties, such as filling out information reports

 

 

96.          All of the following statements about recruiting and training the sales force is true EXCEPT:

a.            Training should not be limited to just the new sales force members.

b.            One of the most important traits to look for in a sales job candidate is ego strength.

c.             Sales training should begin after a brief orientation.

d.            Aggressiveness is an important trait to look for when recruiting salespeople.

e.            Salespeople are typically trained to be negotiators.

 

97.          Generally, companies with lower levels of compensation: a. suffer higher turnover rates

b.            experience overall decreased cost

c.             experience increased effectiveness

d.            experience lower termination rates

e.            experience improved customer satisfaction

 

98.          The most popular sales incentives are    . a. cash awards

b.            vacations

 

c.             plaques and trophies

d.            stock options

e.            public recognition in front of family and peers

 

99.          In motivating their sales force, sales managers must be careful not to encourage:

a. increased turnover b. unethical behavior

c.             excessive costs

d.            lowered morale

e.            lowered customer satisfaction

 

100.        Sometimes the compensation plan alone is not enough to motivate a sales team to produce the volume of sales or the profit margin required by management. Which of the following can be used to further motivate a sales team?

a.            vacations

b.            recognition at annual sales meeting

c.             pay raises

d.            cash bonuses e. all of these

 

101.        All of the following are typical sales force performance measures EXCEPT: a. size of the sales force

b.            sales volume

c.             contribution to profit

d.            calls per order

e.            percentage of calls achieving specific goals

 

 

 

102.        Aside from the usual characteristics, sales managers look for      in sales recruits.

a.            Sociability

b.            Creativity

c.             Ego strength

d.            Empathy

e.            All of these choices

 

103.        How can technology be helpful as a sales tool?

a.            It can cost-effectively process orders and service requests

b.            It can free sales reps from tedious administrative tasks

c.             It can help to improve the relationship between salesperson and customer

d.            It can give salespeople more time to focus on the needs of their clients e. All of these choices

 

104.                       , buying, selling, marketing, collaborating with partners, and servicing customers electronically using the Internet, has had a significant impact on personal selling.

a.            I-marketing

 

b.            M-commerce c. E-business

d. C-focusing

e. None of these choices