Sales Management Exam 1 – Flashcards
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If the sales organization objective is to minimize selling costs and clear out inventory, then the recommended compensation system is likely to be Question 1 options: a. salary plus commission or bonus. b. salary plus incentive. c. salary plus bonus. d. salary. e. commission.
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d. salary
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An example of one effect of integration of advertising and personal selling would be Question 2 options: a. salespeople cold canvass to find interested prospects, then ask them to watch a videotape advertising their product. b. an advertisement gives a toll-free number where customers can call to place their order. c. a commercial on television promises a satisfaction guarantee on their product to potential customers. d. advertising is used to generate sales leads, which are then turned over to the salesforce to close the sale. e. qualified customers are located through the company's directories and then called on by the salesforce.
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d. advertising is used to generate sales leads, which are then turned over to the salesforce to close the sale.
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If the sales organization objective is to reduce selling costs and maintain profitable accounts, then the SBU market share objective is likely to be Question 3 options: a. hold. b. build. c. develop. d. establish. e. harvest.
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e. harvest.
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Advertising driven marketing communications strategies are most appropriate when a. when trying to close the sale. b. the message timing is important. c. message flexibility is important. d. repetitive contact is important. e. reaction speed is important.
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d. repetitive contact is important.
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Which of the following is one of the steps in corporate strategy development? a. Developing a marketing mix to serve a target market. b. The development of an account management strategy. c. Developing a corporate strategy for each of the SBUs. d. Determining the amount to spend on the personal selling function. e. Analyzing corporate performance and identifying future opportunities and threats.
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e. Analyzing corporate performance and identifying future opportunities and threats.
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If the sales organization objective is to build sales volume and secure distribution outlets, then the SBU market share objective is likely to be a. hold. b. build. c. develop. d. establish. e. harvest.
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b. build.
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If the sales organization objective is to build sales volume and secure distribution outlets, then the recommended compensation system isx a. salary plus commission or bonus. b. salary plus incentive. c. salary plus bonus. d. salary. e. commission.
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b. salary plus incentive.
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A company's marketing communications strategy consists of a mixture that includes all of the following *EXCEPT* a. publicity. b. distribution intensity. c. advertising. d. personal selling. e. sales promotion.
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b. distribution intensity.
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If the sales organization objective is to maintain sales volume, secure additional outlets and concentrate on targeted segments, then the SBU market share objective is likely to be a. hold. b. build. c. develop. d. establish. e. harvest.
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a. hold.
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By creating something perceived industry wide as being unique, a company is employing the ____ business unit strategy. a. generic b. differentiation c. low-cost d. segmentation e. niche
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b. differentiation
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The buying situation that poses the most problems for the buyer is the a. modified rebuy buying situation. b. similar task buying situation c. new task buying situation. d. ongoing-project buying situation e. straight rebuy buying situation.
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c. new task buying situation.
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Which of the following statements regarding the marketing communications mix is false? a. The marketing communications mix should be consistent with the other elements of the marketing mix. b. An effective marketing communications mix must capitalize on the advantages of each marketing communications tool. c. In consumer marketing situations, the preferred marketing communications tool is personal selling. d. The benefits of personal selling may outweigh the costs in certain types of product/market situations. e. Firms in the direct selling industry, such as Avon and Mary Kay, use an atypical marketing communications strategy.
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c. In consumer marketing situations, the preferred marketing communications tool is personal selling.
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If the sales organization objective is to minimize selling costs and clear out inventory, then the SBU market share objective is likely to be a. hold. b. build. c. divest/liquidate. d. establish. e. harvest.
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c. divest/liquidate.
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___ _ is the only promotional tool that consists of personal communication between seller and buyer. a. Sales promotion b. Personal selling c. Advertising d. Public relations e. Publicity
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b. Personal selling
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A target market can be defined as a. a market that is being used to test a new product. b. a key component of the SBU definition. c. the specific market segment to be served by a particular product. d. the market to which all personal selling effort will be targeted. e. a competitor's stronghold, where they hold the dominant market share.
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c. the specific market segment to be served by a particular product.
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The preferred marketing communications tool for business marketing is a. public relations. b. advertising. c. personal selling. d. publicity. e. sales promotion.
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c. personal selling.
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All of the following are consequences of ineffective territory design except a. a salesperson might get frustrated because there is little potential for generating additional sales in his or her territory. b. the firm could lose sales opportunities because of a lack of selling attention. c. a salesperson may not be motivated to develop the potential of the territory and instead merely "skim the cream" from the best accounts. d. all salespeople have equal opportunities for generating sales and profits. e. too much sales effort being expended for the level of sales opportunity that exists.
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d. all salespeople have equal opportunities for generating sales and profits.
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The profit maximization point is when a. the total possible sales effort has been achieved. b. the marginal costs of adding a salesperson are equal to the marginal profits generated by the salesperson. c. the marginal profits for a salesperson are maximized by assigning them to a certain territory. d. the incremental profits of a salesperson provide a return over and above the cost to employ him or her. e. the optimal account to salesperson ratio has been determined.
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b. the marginal costs of adding a salesperson are equal to the marginal profits generated by the salesperson.
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The most rigorous approach for calculating salesforce size is the a. incremental method. b. breakdown method. b. breakdown method. d. workload method. e. decision method.
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a. incremental method.
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An organizational structure concept where individuals concentrate on performing some of the required activities to the exclusion of other tasks is a. concentration. b. customer-oriented. c. market-oriented. d. major account-orientated e. specialization.
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e. specialization.
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Productivity is normally defined as a. a ratio between outputs and inputs. b. the number of salespeople in the field. c. a ratio of selling effort employed to number of salespeople. d. a ratio of sales generated to number of accounts. e. a ratio of accounts to salespeople.
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a. a ratio between outputs and inputs.
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When salespeople are assigned specific types of customers and are required to satisfy all needs of these customers, this is referred to as a. product specialization b. functional specialization c. market specialization d. geographic specialization e. major account specialization
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c. market specialization
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A staff sales management position is a. less specialized than a line sales management position. b. part of the direct management hierarchy within the sales organization. c. responsible for only certain sales management functions (e.g., recruiting and selecting, training, etc.). d. directly involved in the sales generation activities of the firm. e. directly responsible for a certain number of subordinates.
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c. responsible for only certain sales management functions (e.g., recruiting and selecting, training, etc.).
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When selling effort is considered to be more important than selling skill, the salesforce should be a. specialized. b. expanded. c. centralized. d. decentralized. e. generalized.
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e. generalized.
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The basic idea behind specialization is that a. certain individuals are more ideally suited for some types of jobs than others. b. if individuals can concentrate on a limited number of activities, they can become experts on those tasks. c. division of labor will lead to the most cost-effective selling effort possible. d. when salespeople become experts on certain products, integrating the efforts of different salesforces becomes easier. e. customers would rather speak with a salesperson that specializes in selling one product.
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b. if individuals can concentrate on a limited number of activities, they can become experts on those tasks
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An arrangement in which there is geographic duplication, but the salespeople call on different accounts, would be specialization by a. geography. b. market. c. product. d. function. e. districts.
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b. market.
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Decisions regarding the allocation of selling effort, salesforce size, and design of territories are referred to as a. salesforce distribution. b. salesforce allocation. c. salesforce deployment. d. territorial apportionment. e. coverage decisions.
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c. salesforce deployment.
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Because of the existence of salesforce turnover, a. firms should scale down their sales efforts to a level that the current salesforce can manage. b. firms should redesign their compensation programs if they are losing substantial salespeople each year. c. firms should have alternative sales allocation plans based on both a full strength and reduced salesforce. d. firms should determine the desired salesforce size and then adjust this figure to reflect expected turnover. e. firms should solicit their competitor's best salespeople to offset the opportunity costs of turnover.
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d. firms should determine the desired salesforce size and then adjust this figure to reflect expected turnover.
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Competitive position is defined as a. the strength of the relationship between the selling firm and an account. b. the number of active competitors for the account. c. the strength of the relationship between an account and each competing firm. d. a measure of the competitive strength of the firm in an area. e. a rank order of account desirability determining to what extent selling effort should be expended to win it.
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c. the strength of the relationship between an account and each competing firm.
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The most often used approach for determining salesforce size is the a. incremental method. b. breakdown method. c. productivity method. d. workload method. e. decision method.
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b. breakdown method.
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The appropriate type of salesforce specialization depends on all of the following *EXCEPT* Question 7 options: a. the similarity of customer needs. b. the professionalism of the salesforce. c. whether the economy is growing or not. d. the complexity of products offered by the firm. e. characteristics of the market environment.
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c. whether the economy is growing or not.
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When there is a high level of environmental uncertainty and when adaptability is critical to achieving performance objectives, a ____ sales organization structure is suggested. a. decentralized b. generalized c. specialized d. centralized e. flat
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c. specialized
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The least specialized and most generalized type of salesforce is one that is a. product specialized. b. market specialized. c. geographically specialized. d. functionally specialized. e. major account specialized.
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c. geographically specialized.
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Which of the following statements regarding sales organization structure is false? Question 1 options: a. The sales organization structure helps salespeople and sales managers perform required activities in an effective and efficient manner. b. Sales organization structures are the vehicle through which strategic plans are translated into selling operations in the marketplace. c. Strategic changes almost always necessitate adjustments in sales organization structure. d. Sales organization structures can be extremely complex with many boxes and arrows. e. Developing a sales organization structure is typically more difficult than implementing a change in sales organization structure.
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c. Strategic changes almost always necessitate adjustments in sales organization structure.
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A company has one salesforce selling office equipment and another selling office supplies. They are organized according to geographic area and perform all selling activities to all types of accounts. They are considered to be Question 2 options: a. market specialized. b. functionally specialized. c. major account specialized. d. product specialized. e. geographically specialized.
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d. product specialized.
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When the firm has a simple product offering but customers have different needs a ____ salesforce is recommended. a. market specialized b. product specialized c. geographically specialized d. product-market specialized e. functionally specialized
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a. market specialized
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In the simplest type of sales organization structure, the following situation would exist: a. Each salesperson is responsible for selling one particular product. b. Each sales manager is responsible for only a few key accounts. c. One sales manager concentrates on training activities and another concentrates on planning activities. d. Each salesperson is responsible for selling all the company's products to all types of accounts. e. Each salesperson calls on only certain designated customers.
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d. Each salesperson is responsible for selling all the company's products to all types of accounts.
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To be considered as a major account, the account should be both ____ and ____. a. high in volume sales, high in total dollar sales b. large, buy large amounts of one product c. complex, small d. profitable, large e. large, complex
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e. large, complex
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When sales management wants to focus on specific skills within each selling contact the salesforce should be Question 7 options: a. specialized. b. expanded. c. centralized. d. decentralized. e. generalized.
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a. specialized.
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This forecasting method may enhance salesforce morale by letting their input guide decisions. Question 1 options: delphi method salesforce composite exponential smoothing moving averages decomposition method
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salesforce composite
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This forecasting method provides an opportunity to gain customer feedback about possible problems with the firm's products. delphi method salesforce composite exponential smoothing survey of buyer intentions decomposition method
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survey of buyer intentions
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This forecasting method allows for voicing of unusual opinions and anonymous mind changing. Question 3 options: delphi method salesforce composite exponential smoothing moving averages decomposition method
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delphi method
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This forecasting approach begins by the development of company forecasts by individuals at the business unit level: bottom-up approach salesforce composite method top-down approach naive approach survey of buying intentions
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top-down approach
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A forecasting method that provides more weight to recent data points is the Delphi method the salesforce composite Exponential smoothing Moving averages the decomposition method
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Exponential smoothing
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________ involve different procedures that break down previous company sales data into four major components: trend, cycle, seasonal, and erratic Question 6 options: moving averages exponential smoothing decomposition methods breakdown methods delphi methods
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decomposition methods
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Forecasts provide the basis for all of the following sales management decisions except designing territories evaluating prospective accounts determining the sales compensation levels evaluating salesperson performance planning integrative meetings
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planning integrative meetings
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All of the following are weaknesses of regression analysis except Question 8 options: requires a large amount of data to produce a reliable model not well suited to firms with a more than one product requires some technical skill and expertise to use factors affecting market response must be accurately identified does not consider effects of seasonal variations
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not well suited to firms with a more than one product
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The expected level of company sales, given a specific strategy in a given geographic area for a specific time period, is the definition for market forecast sales potential salesperson quotas market potential sales forecast
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sales forecast
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This forecasting method acknowledges three key factors affecting sales--trend, seasonal, cycles. Question 1 options: delphi method salesforce composite exponential smoothing moving averages decomposition method
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decomposition method
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The forecasting approach that involves various procedures where salespeople provide forecasts for their assigned accounts is the Question 2 options: top-down approach survey of buying intentions naive approach trend projection salesforce composite method
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salesforce composite method
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The best possible level of industry sales in a given geographic area for a specific time period is the definition for Question 4 options: market forecast sales potential salesperson quotas market potential sales forecast
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market potential
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Every forecast should be defined in terms of geographic area, salesperson, and estimated accuracy territory, product level, and sales volume sales volume, salesperson, and estimated accuracy geographic area, product level, and time period sales potential, horizon, time period
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geographic area, product level, and time period
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The survey of buyer intentions method of sales forecasting can be described as Question 6 options: forecasting different market potential based on the use of various marketing strategies. identifying one or more factors that are related to sales at the zone, region, district, territory, or account levels and using these factors to break down the overall company forecast into forecasts at these levels. forecasting based on a survey of the firm's customers to ascertain what products and amounts of these products they expect to purchase within some future period taking each salesperson's forecast for his or her territory and multiplying it by an exponential factor based on sales management's judgment of future market conditions. soliciting the judgment of a group of experienced managers that are considered experts on market trends and growth potential.
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forecasting based on a survey of the firm's customers to ascertain what products and amounts of these products they expect to purchase within some future period
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The expected level of industry sales given a specific industry strategy in a given geographic area for a specific time period is the definition for Question 7 options: market forecast sales potential salesperson quotas sales forecast market potential
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market forecast
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__________ develops a company forecast by calculating the average company sales for previous years. Question 8 options: moving averages exponential smoothing decomposition methods breakdown methods delphi methods
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moving averages
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Which of the following statements regarding the regression forecasting approach is false? Question 9 options: It can be used to develop sales forecasts and establish sales quotas at the account and territory levels, but cannot be used at higher organizational levels. It develops sales forecasts that explicitly consider the characteristics of each territory Regression forecasts can be translated directly into sales quotas It incorporates measurements of specific environmental, organizational, and salesperson factors as well as sales for each territory in the previous year The regression model provides information concerning relationships between determinant factors and sales.
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It can be used to develop sales forecasts and establish sales quotas at the account and territory levels, but cannot be used at higher organizational levels.
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In the regression method for developing sales quotas or forecasts, which of the following would be considered an organizational factor? Question 10 options: market potential salesperson's experience concentration of accounts span of control salesperson's motivation
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span of control
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The jury of executive opinion method of sales forecasting can be described as forecasting different market potential based on the use of various marketing strategies identifying one or more factors that are related to sales at the zone, region, district, territory or account levels and using these factors to break down the overall company forecasts into forecasts at these levels. forecasting based on a survey of the firm's customers to ascertain what products and amounts of these products they expect to purchase within some future period. taking each salesperson's forecast for his or her territory and multiplying it by an exponential factor based on sales management's judgment of future market conditions soliciting the judgment of a group of experienced managers that are considered experts on market trends and growth potential.
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soliciting the judgment of a group of experienced managers that are considered experts on market trends and growth potential.
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Which of the following is not a recommended suggestion for improving the usefulness of tests to sales managers as selection tools? Question 2 options: a. Sales managers should construct tests for the purpose of selecting salespeople. b. If psychological tests are used, the standards of the American Psychological Association should be met. c. Utilize tests that have been based on a job analysis for the particular job in question. d. Select a test that minimizes the applicant's ability to anticipate desired responses. e. Do not base the hiring decision solely on test results.
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a. Sales managers should construct tests for the purpose of selecting salespeople.
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The first step in the process of recruiting and selecting salespeople is Question 2 options: a. selection. b. prospecting. c. recruiting. d. planning. e. hiring.
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d. planning.
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Which of the following is not a general objective of recruitment and selection? Question 3 options: a. Determining present and future needs in terms of numbers and types of salespeople. b. Reducing the number of underqualified or overqualified candidates. c. Determining the accounts to which salespeople will be assigned. d. Evaluating the effectiveness of recruiting sources and evaluation techniques. e. Increasing the number of qualified applicants at a specified cost.
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c. Determining the accounts to which salespeople will be assigned.
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The most often encountered form of intensive interviewing is the Question 4 options: a. multiple, sequential method. b. group interview of a single job candidate. c. group interview of several job candidates. d. stress interview. e. assessment center.
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a. multiple, sequential method.
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The purpose of the Fair Employment Opportunity Act of 1972 was to Question 5 options: a. prohibit discrimination based on age, race, color, religion, sex, or national origin. b. require that men and women be paid the same amount for performing similar job duties. c. require firms to hire and promote handicapped persons if the firm employs 50 or more employees. d. prohibit discrimination against people of ages 40 to 70. e. found the Equal Employment Opportunity Commission to ensure compliance with the Civil Rights Act.
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e. found the Equal Employment Opportunity Commission to ensure compliance with the Civil Rights Act.
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. In most sales organizations, ____ have the ultimate responsibility for recruiting and selection. Question 6 options: a. district sales managers b. regional sales managers c. sales managers with direct supervisory responsibility d. SBU managers e. vice presidents of sales
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c. sales managers with direct supervisory responsibility
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35. Asking candidates to tell you about their strengths and weaknesses will provide information about their Question 7 options: a. social skills. b. insight. c. motivation. d. stability. e. initiative.
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b. insight.
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The primary reason why sales executives join professional organizations is Question 8 options: a. to meet potential customers and obtain referrals. b. to obtain information about their competitors. c. to facilitate consumer awareness of their product. d. to establish a network of colleagues who have common interests. e. because most employers require some degree of involvement in community organizations.
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d. to establish a network of colleagues who have common interests.
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Which of the following is not an advantage of recruiting online? Question 9 options: a. potential for fast turnaround b. potential cost savings relative to newspaper c. many job seekers use the Internet d. it reaches all demographics on an equally proportional basis e. all of the above are advantages of recruiting online
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d. it reaches all demographics on an equally proportional basis
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A company that asks candidates to engage in group discussions, business game simulations, presentations, and role play exercises, so that members of management may evaluate their performance capabilities is probably using this method of selection: a. selection testing. b. stress interview. c. assessment center. d. group interviewing. e. evaluation center.
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c. assessment center.
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Internal sources of sales recruits include all of the following except a. announcing sales job openings through newsletters. b. use of a private employment agency. c. posting sales job openings on bulletin boards. d. announcing sales job openings in meetings. e. use of an employee referral program.
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b. use of a private employment agency.
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External sources of sales recruits include all of the following except Question 3 options: a. advertisements. b. private employment agencies. c. colleges and universities. d. company newsletters.
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d. company newsletters.
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A written job description might include all of the following, except Question 4 options: a. job title. b. customer types. c. significant job related demands (e.g., mental stress). d. job related benefits (e.g., insurance, retirement). e. types of products to be sold.
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d. job related benefits (e.g., insurance, retirement).
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This external source of sales recruits generally requires extensive screening procedures to identify a reasonable number of prospective candidates: a. career fairs. b. advertising in special publications. c. college/university placement offices. d. professional societies. e. newspaper advertising
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e. newspaper advertising
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The concept buying center can be defined as a. the physical location of the purchasing agent's office. b. the division that handles the purchasing for the entire company. c. all individuals from a firm that participate in any selling operation. d. all individuals from a firm that participate in any particular buying decision. e. those individuals designated on the organization chart that have the authority to instigate purchases.
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d. all individuals from a firm that participate in any particular buying decision.
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If the market share objective is harvest, the primary sales tasks include all of the following except Question 7 options: a. provide product/market feedback. b. call on and service the most profitable accounts only. c. eliminate unprofitable accounts. d. reduce service levels. e. reduce inventories.
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a. provide product/market feedback.
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The company's marketing strategy includes a marketing mix, which is a mixture of all of the following except Question 3 options: a. price strategies. b. distribution strategies. c. marketing communications strategies. d. production strategies. e. product strategies.
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d. production strategies.
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A low overall market share with domination in a particular region or segment is usually indicative of a company employing this business unit strategy: a. segmenting. b. regional. c. differentiation. d. niche. e. low cost.
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d. niche.
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Which of the following statements regarding organizational buying situations is true? a. There are no similarities in the types of buying situations facing different accounts. b. Buyers facing a new-task buying situation will typically use a lengthy process to collect and evaluate purchase information. c. Selling organizations can use the same sales strategy for each type of buying situation if they change their sales coverage strategy. d. In a modified-rebuy buying situation, the buyer has not previously purchased or used the product, but has used similar products. e. When buyers are merely reordering from the current supplier, they are in an ongoing- project buying situation.
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b. Buyers facing a new-task buying situation will typically use a lengthy process to collect and evaluate purchase information.
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A canned sales presentation can be described as Question 10 options: a. a sales presentation that does not contain material that will require continual updating. b. a presentation that is prepared for direct mailing to direct prospects. c. a sales presentation that is unplanned and developed in response to the needs of the customer. d. a sales presentation that is not working and should be "canned." e. a sales presentation that is very structured and generally based on a written script.
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e. a sales presentation that is very structured and generally based on a written script.
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The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order: Question 8 options: a. interest, attention, desire, action. b. attention, desire, interest, action. c. curiosity, interest, conviction, purchase. d. attention, interest, desire, action. e. listening, considering, aspiring, deciding.
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d. attention, interest, desire, action.
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Which of the following is not a typical skill required for trust-based relationship selling? Question 7 options: a. financial planning b. information gathering c. listening and questioning d. strategic problem solving e. team building and teamwork
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a. financial planning
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Which of the following is NOT true concerning the successful professional salesperson of today and the future: Question 4 options: a. Is likely a better listener than talker. b. Is oriented toward developing long-term relationships with customers. c. Has the skills and patience to endure lengthy, complex sales processes. d. Tends to provide pressure to convince customers what is best for them. e. Strives to deliver relevant presentations based on unique customer needs.
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d. Tends to provide pressure to convince customers what is best for them.
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According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using Question 3 options: a. value-based selling. b. response selling. c. interactive selling. d. adaptive selling. e. situational selling.
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d. adaptive selling.
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A classic article on personal selling published by the Harvard Business Review in 1947 called for salespeople to increase the effectiveness of their sales efforts by Question 1 options: a. using high-pressure sales techniques. b. offering buyers incentives to use their products. c. improving their professional demeanor. d. using canned sales presentations. e. concentrating on high-volume customers.
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c. improving their professional demeanor.
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Which of the following statements pertaining to the stimulus-response form of personal selling is true? Question 10 options: a. The buyer takes a dominant role in the sales dialogue. b. The stimulus-response sales strategy cannot be used with a canned sales presentation. c. The stimulus-response sales strategy must be conducted in person because of the necessity for visual aids. d. An example of the stimulus-response sales strategy would be the continued affirmation method. e. The stimulus-response sales strategy has the advantage of flexibility.
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d. An example of the stimulus-response sales strategy would be the continued affirmation method.
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A canned sales presentation can be described as Question 9 options: a. a sales presentation that does not contain material that will require continual updating. b. a presentation that is prepared for direct mailing to direct prospects. c. a sales presentation that is unplanned and developed in response to the needs of the customer. d. a sales presentation that is not working and should be "canned." e. a sales presentation that is very structured and generally based on a written script.
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e. a sales presentation that is very structured and generally based on a written script.
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Predecessors of contemporary marketers included all of the following except Question 8 options: a. peddlers. b. gypsies. c. traders. d. artisans. e. merchants.
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b. gypsies.
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When practicing trust-based relationship selling, salespeople should do all of the following except Question 7 options: a. act as a business consultant and long-term ally. b. participate in two-way and collaborative communication. c. practice stimulus-response selling. d. be actively involved in the customer's decision-making process. e. provide continued follow-through.
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c. practice stimulus-response selling.
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The sales process begins with Question 6 options: a. the training of the salesforce. b. locating qualified prospective customers. c. planning the sales presentation. d. the completion of the sale.
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b. locating qualified prospective customers
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Which of the following is not part of the sales process model outlined in the text? Question 5 options: a. Selling strategy b. Selling situation c. Initiating customer relationships d. Developing customer relationships e. Enhancing customer relationships
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b. Selling situation
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Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish Question 3 options: a. rapport b. trust. c. commitment. d. customer feedback. e. source credibility.
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b. trust.
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The sales process is usually described as a series of ____ steps. Question 1 options: a. ten b. cumulative c. interrelated d. separate but equal e. different
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c. interrelated
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A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called Question 9 options: a. needs-satisfaction selling. b. consultative selling. c. alternative-solutions approach. d. stimulus-response selling. e. adaptable response method.
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b. consultative selling.
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According to the text, in considering the responsibility for revenue production, salespeople usually feel the brunt of the pressure along with Question 5 options: a. the firm's stockholders. b. the firm's production staff. c. the firm's management staff. d. the firm's financial staff. e. the customer service supervisor.
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c. the firm's management staff.
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The problem-solving view of personal selling is an extension of Question 4 options: a. needs-satisfaction selling. b. stimulus-response selling. c. contingency selling. d. mental-states selling. e. problem-solution selling.
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a. needs-satisfaction selling.
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While accountants and financial staff are concerned with profitability in terms of _______, salespeople are primarily concerned with profitability in terms of ________. Question 3 options: a. top-line, bottom-line b. accounting, sales c. profit/loss, revenue d. cost-of-production, cost-of-sales e. bottom-line, top-line
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e. bottom-line, top-line
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Which of the following is not one of the four basic approaches to personal selling that was identified three decades ago? Question 1 options: a. Stimulus-response b. Need-satisfaction c. Contingency-selling d. Mental-states e. Problem-solution
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c. Contingency-selling
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The basic purpose of market specialization is Question 7 options: a. for salespeople to become experts in the assigned product category. b. to guarantee that there will be no duplication of selling effort. c. to ensure that salespeople understand how customers use and purchase their products. d. to more cost effectively serve the different needs of the customer. e. to make sure the needs of the large-volume customers are identified and met.
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c. to ensure that salespeople understand how customers use and purchase their products.
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With regards to designing the sales organization, which one of the following is not an emerging trend? Question 4 options: a. Many sales organizations are moving to some type of specialization. b. Sales organization structures are flatter. c. Sales managers typically have larger spans of control. d. Sales management levels have been added. e. Some staff positions have been eliminated.
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d. Sales management levels have been added.
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True salespeople, those who earned a living from selling, did not exist in any sizeable number until Question options: a. the Industrial Revolution in the United States. b. after World War I. c. the Industrial Revolution in England. d. the United States declared their independence from England. e. peddlers began selling door-to-door during the latter phase of the Middle Ages
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c. the Industrial Revolution in England.
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Salespeople have the following relationship with revenue in most business firms: Question 8 options: a. indirect. b. direct. c. no relationship. d. parallel. e. inverse.
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b. direct.
question
Given the increasing importance of building trust with customer and an emphasis on establishing and maintaining long-term relationships, salespeople should do all of the following EXCEPT Question 7 options: a. be honest and candid with customers. b. be willing to grant preferential price discounts. c. demonstrate knowledge of their products and services. d. demonstrate knowledge about market opportunities and relevant business trends that may affect the customer's business.
answer
b. be willing to grant preferential price discounts.
question
All of the following statements accurately reflect factors that pertain to need-satisfaction selling *except* Question 6 options: a. this method focuses on the salesperson and his/her understanding of the customer's needs. b. the salesperson utilizes questioning, probing tactics to uncover important buyer needs. c. the salesperson waits until relevant needs have been established before discussing product offerings. d. the customer dominates the early portion of the sales interaction. e. it is the salesperson's duty to identify the need to be met and then help the buyer in meeting that need.
answer
a. this method focuses on the salesperson and his/her understanding of the customer's needs.
question
____________ is a method in which a series of questions or statements furnished by the salesperson is designed to condition the perspective buyer to answering "yes" time after time, until it is hoped, he or she will say "yes" to the entire sales proposition.. Question 5 options: a. Continued affirmation b. Mental states selling c. Need satisfaction selling d. Problem-solving selling e. Continued acclamation
answer
a. Continued affirmation
question
Need-satisfaction personal selling is based on the notion that Question 4 options: a. customers need to be told what they want. b. the customer needs to know what products the firm offers. c. salespeople should be friendly because customers need to feel that they are appreciated. d. customers purchase to satisfy a particular need or set of needs. e. customers have only one need at a time and it must be met before the salesperson can interest them in any other product.
answer
a. customers need to be told what they want.
question
Which of the five views of personal selling is considered to be the simplest? Question 3 options: a. Stimulus-response b. Need-satisfaction c. Contingency-selling d. Mental-states e. Problem-solution
answer
a. Stimulus-response
question
As the evolution of personal selling continues, which of the following is not a predicted salesforce response to an expected change? Question 2 options: a. More emphasis will be placed on developing and maintaining trust-based long term customer relationships. b. Greater emphasis will be placed on team selling. c. There will be an increase in the use of technology (e.g., laptop computers, electronic mail, data bases, customer relationship management software). d. More sales dollars will be spent on advertising. e. There will be an increase in the globalization of sales efforts.
answer
d. More sales dollars will be spent on advertising.
question
__________ refers to the aptitude, skills, knowledge, personal traits, and willingness to accept occupational conditions necessary to perform the job. Question 8 options: a. Job analysis b. Job qualifications c. Job description d. Job title e. Congruence
answer
b. Job qualifications
question
Which of the following is not one of the changes expected to impact salesforces today? Question 7 options: a. Salesforces will contain more elderly salespeople. b. Sales managers will face challenges associated with staffing an international salesforce. c. Sales managers will be involved with recruiting and selecting for team selling. d. Salesforces will be reduced as companies continue to search for ways to cut costs. e. Salesforces will contain a higher proportion of women.
answer
d. Salesforces will be reduced as companies continue to search for ways to cut costs.
question
Which of the following statements regarding the stress interview is false? Question 6 options: a. It is designed to put job candidates under extreme, unexpected psychological duress for the purpose of seeing how they will react. b. It may create an unfavorable image of the company. c. It may alienate some of the better candidates. d. It appears to be a risky and ethically questionable approach. e. It may be a form of discrimination in some cases, in which its use would make it illegal.
answer
e. It may be a form of discrimination in some cases, in which its use would make it illegal.
question
A background investigation is generally performed Question 5 options: a. after the initial interview. b. before the intensive interview. c. after the intensive interview. d. after resume screening, but before any interviewing. e. after the job has been accepted by the candidate.
answer
c. after the intensive interview.
question
Which of the following is not a strength of the moving averages method for forecasting? Question 4 options: Results can be test statistically It is well suited to situation in which sales forecasts are needed for a large number of products It is good for products with fairly stable sales It smoothes out small random fluctuations It can compensate to some degree for trends if double moving average model is used.
answer
Results can be test statistically
question
All of the following are key decision areas in sales strategy except Question 9 options: a. account targeting strategy. b. relationship strategy. c. marketing mix strategy. d. selling strategy. e. sales channel strategy.
answer
c. marketing mix strategy
question
What is the major disadvantage of personal selling? Question 7 options: a. It costs a lot to reach each member of the audience. b. It lacks flexibility. c. It is low in impact. d. It is difficult to reach large audiences. e. It is hard to achieve message repetition.
answer
a. It costs a lot to reach each member of the audience
question
Porter's classification scheme for business unit strategies is referred to as Question 6 options: a. target marketing. b. generic business strategies. c. differentiation strategies. d. universal product strategies. e. product/market evaluation.
answer
b. generic business strategies.
question
For most marketing communications strategies, the main communication tools are Question 5 options: a. sales promotion or advertising. b. publicity or public relations. c. personal selling or sales promotion. d. advertising or personal selling. e. publicity or personal selling.
answer
d. advertising or personal selling
question
Major advantages of personal selling include all of the following except Question 4 options: a. ability to close the sale. b. increased credibility. c. better timing of message delivery. d. more flexibility. e. low cost-per-contact.
answer
e. low cost-per-contact.
question
Which of the following is not a key decision area of corporate strategy? Question 9 options: a. Corporate mission b. Strategic business unit definition c. Target market selection d. Strategic business unit objectives e. Corporate growth orientation
answer
c. Target market selection
