Chapter 19 – Flashcards

When a plumbing contractor drove up to Bill's house in a brand new Mercedes, Bill decided this person would be too high-priced even before the plumbing contractor offered his bid. Bill made the mistake of a. anticipating his preapproach. b. closing the sale too early.7 c. making an assumption of cost based on appearances. d. not overcoming reservations. e. assuming Murphy's Law is true

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ____________, delivering the right services the right way. a. tangibles b. reliability c. assurance d. empathy e. Responsiveness

Fred is generating a list of potential customers and assessing their potential. He is in which step of the personal selling process? a. step 1 b. step 5 c. step 2 d. step 4 e. step 3

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to demonstrate the ____________ dimension of service quality by showing consistently well-maintained yards with neat, professional personnel. a. tangibles b. reliability c. empathy d. responsiveness e. Assurance

For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting. a. role playing b. transactional selling c. sales support promotion d. relationship selling e. delayed preapproach

Sales representatives add value for customers by doing all of the following EXCEPT a. reducing the firm's marketing costs. b. providing advice on solving business problems. c. saving them time. d. simplifying communication with the firm. e. educating them about the firm's products.

Taylor loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and making it up on the weekend. She most likely values the __________ associated with creating her own schedule. a. selling team approach b. structure c. flexibility d. role playing e. Compensation

Sue spends much of her time checking inventories, processing straight rebuys, and making sure that everything is going smoothly. Sue is primarily aNo a. business development specialist. b. sales support rep. c. order getter. d. caretaker rep. e. order taker.

Von told the sales rep he wasn't buying his product because it cost too much. This is called a. an excuse. b. a reservation. c. a ruse. d. a rebuttal. e. a rebuff.

All of the following are service quality dimensions related to follow-up EXCEPT a. ethics. b. responsiveness. c. empathy. d. tangibles. e. Reliability.

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality. a. sales presentation b. follow-up c. preapproach d. closing the sale e. generating and qualifying leads

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons EXCEPT a. they are affected by state and federal laws prohibiting them under certain conditions. b. during cold calls, the salesperson is not able to establish the customer's needs ahead of time. c. they can be expensive. d. their success rate is low. e. they require appointments, which takes time away from the actual selling of the product.

Naven knows that he needs to ask a series of questions early in his sales presentation, but he also knows that he a. needs to listen carefully to the answers. b. should take control of the conversation. c. should follow a strict structure with his questions. d. needs to first determine whether the customer is an order getter or order taker. e. should only ask questions if he already knows the answers.

Which of the following is NOT one of the steps in the personal selling process? a. preapproach b. closing the sale c. follow-up d. generate and qualify leads e. request for proposal

Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario? a. responsiveness b. ethics c. tangibles d. assurance e. Empathy

By a margin of seven to one in a survey of sales and marketing executives, respondents believed that a. personal traits are not relevant to selling ability. b. training and supervision are most important determinants of selling success. c. salespeople are born, not made. d. straight commission is the best compensation package. e. personality and optimism are more important than self-reliance and empathy.

For salespeople, __________ provide(s) a major contact point with customers in the follow-up stage of the selling process and an opportunity to build and improve relationships. a. preapproaches b. telemarketing c. cold calls d. complaints e. trade shows

A salesperson's compensation can be made up of some combination of salary, commission, and __________, which are payments made at a manager's discretion when the salesperson achieves certain goals. a. awards b. metrics c. rebates d. income segments e. Bonuses

A small office supply company may have a person whose primary responsibility is to process routine orders, reorders, or rebuys of products for clients. This employee is known as a a. order getter. b. sales support rep. c. sales team. d. sales manager. e. order taker.

Every Monday during the month of December, salespeople who had the highest sales the previous week participated in a balloon surprise, where each would receive a balloon containing either a $50 or a $100 bill. This short-term incentive is known as a a. salary. b. sales contest. c. rebate. d. commission. e. Bonus.

One reason B2B salespeople spend considerable time qualifying potential customers is because a. they want to determine whether telemarketing is required. b. they want to have absolutely everything in order before approaching a potential customer. c. independent agents get the best leads; the company sales representatives need to work harder. d. too many business buyers at trade shows are really people from competing firms trying to obtain competitive information. e. it can be costly to prepare and make a presentation to a business customer.

Which of the following is NOT considered typical financial compensation for sales representatives? a. extra vacation days b. salaries c. bonuses d. sales contests e. Commissions

Whether a salesperson will go through all five steps of the selling process depends on the sales situation and a. how the person was trained. b. the buyer's readiness to purchase. c. the effectiveness of role playing. d. the use of sales representatives versus independent reps. e. the number of sales support personnel available.

Boris tells a colleague all about a major prospect Boris plans to call on in the next few days and asks the colleague to pretend to be a customer while he makes his sales presentation. Boris and his colleague are engaged in a. role playing. b. requalifying leads. c. cold calling. d. closing the sale. e. approach dynamics.

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ____________ by guaranteeing his work in writing. Select one: a. reliability b. empathy c. tangibles d. responsiveness e. assurance

After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to Select one: a. estimate the total cost to the customer. b. requalify the customer. c. close the sale. d. offer alternatives. e. create interest.

Bhakti was recently promoted to a sales management position. She had been an effective representative, but her strengths and educational background were in management. She was about to begin her first salesperson recruitment campaign. The most important thing Bhakti can do to ensure that she recruits the right people is to Select one: a. run a credit check to ensure that the recruit does have any hidden problems. b. make sure the application forms are filled out correctly. c. make sure her boss is happy with the number of candidates interviewed. d. determine exactly what the salesperson will be doing and what traits and abilities job candidates will need to succeed. e. check references to determine why the job candidate was leaving his or her current position.

For salespeople, __________ provide(s) a major contact point with customers in the follow-up stage of the selling process and an opportunity to build and improve relationships. Select one: a. trade shows b. complaints c. cold calls d. telemarketing e. preapproaches

The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality. Select one: a. generating and qualifying leads b. closing the sale c. preapproach d. sales presentation e. follow-up

Mohinder sells small-business health insurance programs, working on straight commission. Closing the sale is an extremely stressful point in the selling process for him. If he does not close the sale, the most likely outcome will be Select one: a. his quota will be lowered. b. his quota will be increased. c. he will generate no income. d. his bonus will not exceed his commission. e. he will get a salary reduction.

Before approaching a potentially major B2B customer, a salesperson will usually Select one: a. ask competitors what they know about the prospect. b. estimate the potential commission associated with making the sale. c. try to find out everything possible about the firm and its needs. d. conduct an initial sales presentation to lower-level personnel. e. assess the corporate climate.

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons EXCEPT Select one: a. they can be expensive. b. they require appointments, which takes time away from the actual selling of the product. c. during cold calls, the salesperson is not able to establish the customer's needs ahead of time. d. their success rate is low. e. they are affected by state and federal laws prohibiting them under certain conditions.

__________ involves the planning, direction, and control of personal selling activities, including recruitment, selection, training, motivation, compensation, and evaluation of members of the sales force. Select one: a. Sales administration b. Human resources management c. Marketing management d. Sales management e. Integrated marketing communications management

A small office supply company may have a person whose primary responsibility is to process routine orders, reorders, or rebuys of products for clients. This employee is known as a Select one: a. order getter. b. sales manager. c. sales support rep. d. order taker. e. sales team.

Each time an employee at an audio store makes a sale of $500 or more, the department manager awards a chocolate gold coin in recognition of the employee's accomplishment. This reward is known as a Select one: a. bonus. b. nonfinancial reward. c. commission. d. salary increase. e. financial reward.

Whether a salesperson will go through all five steps of the selling process depends on the sales situation and Select one: a. the use of sales representatives versus independent reps. b. the buyer's readiness to purchase. c. how the person was trained. d. the number of sales support personnel available. e. the effectiveness of role playing.

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to be ____________, quickly addressing any problems that occur. Select one: a. tangible b. empathic c. assuring d. responsive e. reliable

In Arthur Miller's play, Death of a Salesman, Willie Loman portrays Select one: a. the loneliness of a traveling salesman. b. the ruthlessness of a pushy salesman. c. the lifestyle and success of people in sales. d. a leading example of an ethical salesman. e. the value salespeople provide to consumers.

Fred is generating a list of potential customers and assessing their potential. He is in which step of the personal selling process? Select one: a. step 4 b. step 5 c. step 3 d. step 2 e. step 1

__________ is a sales philosophy and process that emphasizes a commitment to maintaining and investing in long-term, mutually beneficial business relationships. Select one: a. Psychographic selling b. Organizational buying c. Relationship selling d. Sales management e. Cold calling

The International Consumer Electronics Show is an example of Select one: a. a consumer meeting. b. an industry convention. c. a vendor conference. d. a product demonstration. e. a trade show.

Brandon is in the process of qualifying leads he received from corporate headquarters. Brandon will assess Select one: a. whether he should use role playing in his sales presentation. b. how to preapproach these people. c. whether it is worthwhile to pursue these potential customers. d. how often these customers have bought his products in the past. e. what objections he is likely to receive from the customers.

Galena is a new agent for a financial services company. She decides to join the local Chamber of Commerce, the local association of businesswomen, and the local chapter of the United Way organization. Galena is attempting to use __________ to generate leads. Select one: a. customer complaints b. trade shows c. current customers d. networking e. the Internet

Getting a commitment from the customer to purchase your product is also known as Select one: a. closing the sale. b. preparing for follow-up. c. asking for the bacon. d. wrapping it up. e. handling reservations.

A salesperson's compensation can be made up of some combination of salary, commission, and __________, which are payments made at a manager's discretion when the salesperson achieves certain goals. Select one: a. rebates b. income segments c. metrics d. bonuses e. awards

Thanh is starting a career in selling, but he eventually wants to become a senior manager. A selling career may help Thanh to achieve that goal by providing Select one: a. job security. b. scheduling flexibility. c. income. d. visibility to management. e. structure.

Taylor loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and making it up on the weekend. She most likely values the __________ associated with creating her own schedule. Select one: a. role playing b. flexibility c. selling team approach d. structure e. compensation

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to demonstrate the ____________ dimension of service quality by showing consistently well-maintained yards with neat, professional personnel. Select one: a. assurance b. reliability c. empathy d. responsiveness e. tangibles

Kyle is preparing for an important sales presentation. He knows that customers are more likely to ___________ during his presentation than during other stages of the selling process. Select one: a. raise objections b. be identified as qualified leads Incorrect c. offer advice d. agree with everything he says e. return unacceptable merchandise

Bridgette went to Gap ready to buy a new blouse, but was not sure which color or style she wanted. The sales representative sensing Bridgette's buying mode, most likely began with the __________ stage of the selling process. Select one: a. generate leads b. sales presentation c. closing the sale d. follow-up e. preapproach

Personal selling can take place in all of the following situations EXCEPT Select one: a. by telephone. b. video teleconferencing. c. face-to-face. Incorrect d. through newspaper ads. e. over the Internet.

__________ is a sales philosophy and process that emphasizes a commitment to maintaining and investing in long-term, mutually beneficial business relationships. Select one: a. Psychographic selling b. Sales management c. Cold calling d. Organizational buying Incorrect e. Relationship selling

Miles worked selling products to industrial users and spent most of his time working on customers' new buy and modified new buy situations. Miles was primarily aNo Select one: a. new business specialist. b. prospector. Incorrect c. sales support rep. d. order getter. e. order taker.

Each time an employee at an audio store makes a sale of $500 or more, the department manager awards a chocolate gold coin in recognition of the employee's accomplishment. This reward is known as a Select one: a. financial reward. b. salary increase. c. bonus. Incorrect d. nonfinancial reward. e. commission.

Kathleen has found out everything she can about a newly qualified lead. She has practiced making her sales presentation and has determined what goals she has for the first meeting. Kathleen has finished the ___________ stage of the selling process. Select one: a. closing the sale b. sales presentation c. preapproach d. follow-up e. qualify leads

Fred sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying leads stage of the selling process, Fred will likely try to assess which of the ten businesses Select one: a. have order getters and order takers. b. would respond best to a sales contest. c. are willing to meet with him. d. need health insurance packages and can afford them. e. are closest to his office.

One reason B2B salespeople spend considerable time qualifying potential customers is because Select one: a. they want to determine whether telemarketing is required. b. too many business buyers at trade shows are really people from competing firms trying to obtain competitive information. c. it can be costly to prepare and make a presentation to a business customer. d. independent agents get the best leads; the company sales representatives need to work harder. Incorrect e. they want to have absolutely everything in order before approaching a potential customer.

Katerina is told by her sales manager, "Do whatever you need to do to get the sale," yet the company has ethical selling standards. Katerina faces the ethical problem of Select one: a. mixed signals from her sales manager. b. unqualified lead generation. Incorrect c. sales force compensation inequity. d. limited commission reinforcement. e. customer relationship management.

Sue spends much of her time checking inventories, processing straight rebuys, and making sure that everything is going smoothly. Sue is primarily aNo Select one: a. order getter. b. business development specialist. c. caretaker rep. d. order taker. e. sales support rep.

Chesnee works in the office of a building materials company. One of her jobs is to identify new building projects and to determine who will make the building materials purchase decisions. Chesnee is involved in the _______________ step of the selling process. Select one: a. follow-up b. closing the sale c. sales presentation Incorrect d. generate leads e. preapproach

Several months ago, Veronica took over the sales territory managed by a very successful salesperson. Veronica should use __________ as a first source of leads. Select one: a. Chamber of Commerce gatherings b. current customers c. competitor databases d. trade shows e. census data

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ____________ by guaranteeing his work in writing. Select one: a. assurance b. reliability c. tangibles d. responsiveness Incorrect e. empathy

The best way for sales managers to instill ethical behavior in the sales force is to Select one: a. lead by example. b. use only straight salary and no commissions. Incorrect c. employ a sales ethics forecaster. d. never use telemarketing. e. provide extensive ethical training.

A salesperson's compensation can be made up of some combination of salary, commission, and __________, which are payments made at a manager's discretion when the salesperson achieves certain goals. Select one: a. rebates b. income segments c. metrics Incorrect d. bonuses e. awards

David's firm had grown steadily and the products and systems had become more and more complicated. He had been a star representative and had personally serviced and developed all his accounts. In the past year or so, David and his sales colleagues have been changing their approach due to the sales growth and increasing product complexity. Customer relationships are now being handled more and more by __________, which is typical of firms experiencing this kind of growth. Select one: a. manufacturer's representatives b. junior sales reps c. sales administrators Incorrect d. brokers e. selling teams

By a margin of seven to one in a survey of sales and marketing executives, respondents believed that Select one: a. training and supervision are most important determinants of selling success. b. salespeople are born, not made. c. personal traits are not relevant to selling ability. d. personality and optimism are more important than self-reliance and empathy. Incorrect e. straight commission is the best compensation package.

Yara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Yara will Select one: a. send the customer a list of frequently mentioned objections and responses to each. b. evaluate alternative systems available from competitors to see which is best for the customer. c. call the customer and offer a first-time discount. d. decide whether she wants to contact the customer. e. establish goals for meeting with the customer.

Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario? Select one: a. assurance b. tangibles Incorrect c. responsiveness d. empathy e. ethics

As marketing manager for a newly created software company, Katrina is deciding whether to hire a company sales force. To make this decision, Katrina needs to consider whether Select one: a. her firm should attend trade shows. b. having a sales force is worth more than it costs. c. online advertising will work. d. she will be able to find an effective supply chain manager. e. her firm has a hot product.

Salespeople should be evaluated and rewarded only for those activities and outcomes that Select one: a. cut into competitors' sales. b. increase the number of customers. c. fall under their control. d. generate the most income. e. reduce manufacturing costs.

Mohinder sells small-business health insurance programs, working on straight commission. Closing the sale is an extremely stressful point in the selling process for him. If he does not close the sale, the most likely outcome will be Select one: a. his quota will be lowered. b. his quota will be increased. c. he will generate no income. d. his bonus will not exceed his commission. e. he will get a salary reduction.

When Motorola first entered the Mexican marketplace, the company wanted direct control of salespeople in major urban markets but was not as concerned about control in less populated areas of the country. Motorola probably used _____________ in major urban areas and ______________ in less populated areas of Mexico. Select one: a. manufacturer's reps; customer relationships b. manufacturer's reps; a company sales force c. a company sales force; manufacturer's reps d. independent agents; manufacturer's reps e. order takers; selling teams