Question 1

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

Accepted Answer

lead by example

Question 2

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 taker. b. sales support rep. c. sales manager. d. order getter. e. sales team.

Accepted Answer

order taker

Question 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 convey ____________, delivering the right services the right way. Select one: a. responsiveness b. tangibles c. assurance d. reliability e. empathy

Accepted Answer

reliability

Question 4

To maintain trustworthy customer relationships, companies must take care that they respect customer privacy and respect the ________âthat is, the amount of information a customer feels comfortable providing. Select one: a. information comfort zone b. information limit c. communication tolerance level d. privacy zone e. privacy bubble

Accepted Answer

information comfort zone

Question 5

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. limited commission reinforcement. b. mixed signals from her sales manager. c. customer relationship management. d. unqualified lead generation. e. sales force compensation inequity.

Accepted Answer

mixed signals from her sales manager.

Question 6

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

Accepted Answer

try to find out everything possible about the firm and its needs.

Question 7

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. generate leads b. follow-up c. sales presentation d. preapproach e. closing the sale

Accepted Answer

generate leads

Question 8

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

Accepted Answer

the buyer\'s readiness to purchase

Question 9

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. visibility to management. b. income. c. structure. d. scheduling flexibility. e. job security.

Accepted Answer

visibility to management

Question 10

Evelyn knows that prospective customers are likely to raise reservations about price and quality. She needs to convince customers that her products represent Select one: a. an environmental achievement. b. a good value. c. the least expensive choice available. d. time savings. e. average quality for an average price.

Accepted Answer

a good value

Question 11

If your company hired you to make sales calls via the telephone, your company hired you to do Select one: a. trade shows. b. telemarketing. c. target marketing. d. team selling. e. test marketing.

Accepted Answer

telemarketing

Question 12

The __________ stage occurs prior to meeting the customer for the first time and extends the qualification of leads. Select one: a. qualify leads b. follow-up c. preapproach d. sales presentation e. closing the sale

Accepted Answer

preapproach

Question 13

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

Accepted Answer

training and supervision are most important determinants of selling success.

Question 14

Hiro sells building materials to local contractors. He wants to build long-term relationships with his contractors through effective follow-up. After delivering the materials ordered, Hiro can demonstrate __________ by checking with his contractors right after the delivery and addressing any problems promptly. Select one: a. reliability and assurance b. responsiveness and empathy c. assurance and profitability d. tangibility and competence e. profitability and reliability

Accepted Answer

responsiveness and empathy

Question 15

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. selling teams c. sales administrators d. junior sales reps e. brokers

Accepted Answer

selling teams

Question 16

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

Accepted Answer

through newspaper ads

Question 17

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. are closest to his office. 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. have order getters and order takers.

Accepted Answer

need health insurance packages and can afford them.

Question 18

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. census data b. Chamber of Commerce gatherings c. current customers d. competitor databases e. trade shows

Accepted Answer

current customers

Question 19

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. compensation b. role playing c. selling team approach d. structure e. flexibility

Accepted Answer

flexibility

Question 20

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. be identified as qualified leads b. raise objections c. return unacceptable merchandise d. offer advice e. agree with everything he says

Accepted Answer

raise objections

Question 21

Johnny works at an electronics store. In addition to his salary, he receives 2 percent of the sales dollars he brings in each month. This extra 2 percent is called a Select one: a. reward. b. commission. c. rebate. d. salary. e. bonus.

Accepted Answer

commission

Question 22

In the selling process, the saying, \"It ain\'t over till it\'s over,\" refers to the __________ stage of the process. Select one: a. sales presentation b. preapproach c. follow-up d. generating and qualifying leads e. closing the sale

Accepted Answer

follow-up

Question 23

Gwen recognizes that one of her roles as a company sales rep is to be the firm\'s frontline emissary. As such, she strives to build strong relationships with customers and Select one: a. shift organizational control from production to marketing. b. focus on the short term. c. capture every possible sale. d. take a long-term perspective. e. disparage competitors\' offerings.

Accepted Answer

take a long-term perspective

Question 24

Experts estimate that the average cost of a single B2B sales call is about Select one: a. $1,500. b. $400. c. $50. d. $190. e. $1,000.

Accepted Answer

$400

Question 25

The preapproach stage occurs __________ and extends the qualification of leads procedure. Select one: a. before closing the sale but after follow-up b. after closing the sale but before follow-up c. after the sales presentation d. prior to the sales presentation e. at the beginning of the sales presentation

Accepted Answer

prior to the sales presentation

Question 26

Several personal traits are listed in the text as being important for successful sales careers. Harvey is a go-getter. He gets up early every morning to check his schedule and arrives at appointments early so he can get in the right frame of mind. Which of the traits listed in the text does Harvey exhibit? Select one: a. resilience b. empathy c. personality d. self-motivation e. optimism

Accepted Answer

self-motivation

Question 27

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

Accepted Answer

request for proposal

Question 28

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

Accepted Answer

follow-up

Question 29

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 a Select one: a. prospector. b. order getter. c. sales support rep. d. order taker. e. new business specialist.

Accepted Answer

order getter.

Question 30

Which of the following best describes a company sales force? Select one: a. A company sales force is composed of people both inside and outside the organization. b. A company sales force is a team set up to sell products to companies. c. A company sales force is composed of people who are employees of the selling company. d. A company sales force is an organization that supplies sales reps to other companies. e. A company sales force is made up of teams making cold calls.

Accepted Answer

A company sales force is composed of people who are employees of the selling company.

Question 31

Independent Publisher\'s Group is a distributor of books for small publishers. It doesn\'t have its own sales force, but uses ________ on a contract basis to sell its product on commission. Select one: a. order getters b. sales support personnel c. in-house telemarketers d. independent agents e. order takers

Accepted Answer

independent agents

Question 32

Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by Select one: a. using the same selling process for all customers. b. listening to customers and paying attention to their body language. c. keeping accurate records regarding how long it took to close sales in the past. d. asking sales personnel to estimate the average time before customers are ready to close. e. monitoring and mimicking the closing process used by their sales managers.

Accepted Answer

listening to customers and paying attention to their body language.

Question 33

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

Accepted Answer

closing the sale.

Question 34

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. qualify leads d. follow-up e. preapproach

Accepted Answer

preapproach

Question 35

Tasha was selling siding and her boss told her that she could hide an extra charge for trim in the total, even though the customer was told he would not be charged for trim. Tasha was told this was standard practice for the siding company. If the customer takes legal action for this, who is most likely liable? Select one: a. Tasha\'s boss only, since he told her to do it b. the customer for not checking the order more carefully c. both Tasha and the siding company because both intentionally misled the customer d. no one because this would be considered a victimless crime e. Tasha only, because she wrote the order

Accepted Answer

both Tasha and the siding company because both intentionally misled the customer

Question 36

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 Select one: a. salary. b. bonus. c. commission. d. sales contest. e. rebate.

Accepted Answer

sales contest

Question 37

Effective salespeople anticipate and handle Select one: a. corporate takeovers. b. role playing conflict. c. buyers\' reservations about the product. d. external environmental changes. e. supply chain problems.

Accepted Answer

buyers\' reservations about the product.

Question 38

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. tangibles b. reliability c. responsiveness d. empathy e. assurance

Accepted Answer

tangibles

Question 39

Often the best way to handle customers\' reservations is to relax, listen, and Select one: a. reevaluate your expected order. b. consider outsourcing. c. ask questions to clarify the issues. d. reassess your preapproach strategy. e. immediately call your sales support team.

Accepted Answer

ask questions to clarify the issues.

Question 40

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. responsiveness b. assurance c. tangibles d. ethics e. empathy

Accepted Answer

assurance

Question 41

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. sales presentation b. generate leads c. preapproach d. closing the sale e. follow-up

Accepted Answer

sales presentation

Question 42

Although ethical and legal issues are associated with all aspects of marketing, personal selling presents unique issues because Select one: a. customers tend to expect unethical behavior from salespeople. b. salespeople interact directly with customers and are, therefore, more visible. c. sales managers are the only people in most sales organizations who worry about ethics. d. laws regulating personal selling are detailed, complex, and often mistakenly ignored. e. salespeople tend to be unethical.

Accepted Answer

salespeople interact directly with customers and are, therefore, more visible.

Question 43

The most important activity in recruiting salespeople is determining what the salesperson will be doing and Select one: a. how long they are likely to stay. b. when they are available to start work. c. what personal traits and abilities a salesperson should have to do the job well. d. whether to pay them on a commission basis or a salary plus commission. e. their previous level of experience.

Accepted Answer

what personal traits and abilities a salesperson should have to do the job well.

Question 44

Sally has been having a difficult time working with a particular buyer while using the personal selling process, and she has asked her manager, Chris, for some ideas about how to close the sale effectively. Chris asks her a number of questions to help sort out the difficulties. Which of the following questions would Chris be LEAST likely to ask? Select one: a. \"Should you go back to an earlier stage in the process and start the process over from there?\" b. \"Did you skip any steps in the process?\" c. \"Have you completed the follow-up to ease the buyer\'s mind?\" d. \"What does the buyer\'s body language tell you about her readiness to buy?\" e. \"Are there any reservations that have not been addressed to the buyer\'s satisfaction?\"

Accepted Answer

\"Have you completed the follow-up to ease the buyer\'s mind?\"

Question 45

Trade shows are a particularly good source of B2B sales leads because Select one: a. they are almost always sanctioned by the government. b. people who attend are interested in the products and services being offered. c. they are open to the general public. d. they are an inexpensive way to generate leads. e. consumers tell retailers which shows to attend.

Accepted Answer

people who attend are interested in the products and services being offered.

Question 46

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

Accepted Answer

needs to listen carefully to the answers.

Question 47

One of the advantages of personal selling over other types of marketing communication is that Select one: a. personal selling has greater reach than advertising. b. personal selling almost always costs less than other marketing communication alternatives. c. salespeople can build strong relationships with customers. d. personal selling requires less training than other types of selling. e. cold calling is easier than direct mail advertising.

Accepted Answer

salespeople can build strong relationships with customers.

Question 48

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

Accepted Answer

a reservation

Question 49

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

Accepted Answer

extra vacation days

Question 50

________ training is excellent for communicating selling and negotiation skills because managers can observe the sales trainees in real selling situations and provide instant feedback. Select one: a. Simulation b. Distance learning c. On-the-job d. Internet-based e. Role-play

Accepted Answer

On-the-job

Question 51

One of the disadvantages associated with personal selling is that Select one: a. it can be directed toward those customers with the highest potential. b. cold calling is easier than direct mail advertising. c. it is expensive. d. a salesperson often changes the message based on consumers\' needs. e. it is structured and finite.

Accepted Answer

it is expensive.

Question 52

During the preapproach stage, a salesperson usually conducts additional research about prospects and Select one: a. decides what role to play during the handling reservations stage. b. develops plans for meeting with the customer. c. offers initial concessions to gain the sale. d. determines which of the customer\'s buying support team need to be present at the sales presentation. e. assists the prospect through the buying process.

Accepted Answer

develops plans for meeting with the customer.

Question 53

__________ is a method of prospecting in which salespeople telephone or visit potential customers without appointments. Select one: a. Role reversal selling b. Relationship selling c. Integrated sales support d. Qualified lead calling e. Cold calling

Accepted Answer

Cold calling

Question 54

__________ 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. Marketing management b. Sales administration c. Sales management d. Integrated marketing communications management e. Human resources management

Accepted Answer

Sales management

Question 55

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

Accepted Answer

reducing the firm\'s marketing costs.

Question 56

Often, inexperienced salespeople mistakenly believe that during the sales call, they should Select one: a. pay attention to body language. b. note the office environment. c. listen carefully to the customer. d. act positively. e. do all the talking.

Accepted Answer

do all the talking.

Question 57

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

Accepted Answer

the loneliness of a traveling salesman.

Question 58

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

Accepted Answer

Relationship selling

Question 59

When her salespeople bring in five new customers, Marissa gives them a $1000 payment. This is an example of a Select one: a. commission. b. nonfinancial reward. c. sales contest. d. salary. e. bonus.

Accepted Answer

bonus.

Question 60

Sales representatives are often compensated, at least in part, on a percentage of the sales revenue. This percentage is known as a Select one: a. commission. b. base salary. c. bonus. d. finder\'s fee. e. sales increment.

Accepted Answer

commission.

Question 61

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 2 b. step 5 c. step 1 d. step 3 e. step 4

Accepted Answer

step 1

Question 62

Telemarketing and cold calls have become less popular as sales tools because of all of the following reasons EXCEPT Select one: 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. their success rate is low. d. they can be expensive. e. they require appointments, which takes time away from the actual selling of the product.

Accepted Answer

they require appointments, which takes time away from the actual selling of the product.

Question 63

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 taker. b. caretaker rep. c. sales support rep. d. order getter. e. business development specialist.

Accepted Answer

order taker.

Question 64

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

Accepted Answer

relationship selling

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