Question 1

In personal selling, a trial close refers to

Accepted Answer

A)   asking the prospect to make a decision on some aspect of the purchase.
B)   allowing the prospect to use or lease the item on a limited, temporary basis before making a final commitment of purchase.
C)   committing the prospect quickly by making references to the time limits of the purchase.
D)   making an exchange of money or other unit of value.
E)   asking the prospect to make choices concerning delivery, warranty, or financing terms.

Question 2

The search for and qualification of potential customers during the personal selling process is referred to as

Accepted Answer

A)   prospecting.
B)   customer mining.
C)   lead initiation.
D)   cold calling.
E)   filtering.

Question 3

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Accepted Answer

A)   interactive marketing.
B)   multichannel selling.
C)   inbound telemarketing.
D)   outbound telemarketing.
E)   social networking.

Question 4

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Accepted Answer

A)   body language, statements, and questions.
B)   questions, financial negotiation, and counteroffers.
C)   negotiations, questions, and requests for assurance.
D)   eye contact, body language, and requests for assurance.
E)   questions, statements, and financial negotiations.

Question 5

About 60 percent of U.S. companies now include customer satisfaction as ________ measure of salesperson performance.

Accepted Answer

A)   a demonstrative
B)   a sensitive
C)   a cognitive
D)   an emotional
E)   a behavioral

Question 6

All of the following are types of sales objectives except which?

Accepted Answer

A)   input-related
B)   employer-related
C)   competitor-related
D)   behaviorally related
E)   output-related

Question 7

Emotional intelligence is

Accepted Answer

A)   the ability to anticipate and overcome a potential customer's objections.
B)   a method of measuring the potential of people who not had formal schooling.
C)   a measurement to determine a person's patience in stressful selling situations.
D)   the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers in order to make a sale.
E)   the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis.

Question 8

Which of the following statements should a salesperson use to accept the objection?

Accepted Answer

A)   "I think I might be able to explain that better to you after showing you this diagram."
B)   "Yes, you're right, it is lighter. Customers haven't mentioned that as a problem-why do you think it might be?"
C)   "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D)   "Where did you hear that? Your source must have erroneous information."
E)   "As I was saying ..."

Question 9

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Accepted Answer

A)   an output-related
B)   an input-related
C)   a behaviorally related
D)   a cold-call related
E)   a market-related

Question 10

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket is considered an

Accepted Answer

A)   inside order taker.
B)   interactive order taker.
C)   outside order taker.
D)   inventory clerk.
E)   outside order getter.

Question 11

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Accepted Answer

A)   "I think I might be able to explain that better to you after showing you this diagram."
B)   "Yes, you're right, it is lighter but that is done intentionally to make your work easier."
C)   "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D)   "Where did you hear that? Your source must have erroneous information."
E)   "As I was saying ..."

Question 12

The personal selling process begins with the ________ stage and ends with the ________ stage.

Accepted Answer

A)   preapproach; close
B)   preapproach presentation
C)   prospecting; close
D)   prospecting; follow-up
E)   approach; close

Question 13

Personal selling includes all of the following modes of communication except which?

Accepted Answer

A)   video teleconferencing
B)   Internet-enabled links between buyers and sellers
C)   a face-to-face encounter
D)   over the telephone
E)   social networks such as Facebook

Question 14

Which of the following statements about sales force training is most accurate?

Accepted Answer

A)   The training of sales managers is both expensive and extensive, unlike the training of salespeople, which is relatively inexpensive.
B)   A major flaw in the sales industry is a lack of employer-sponsored training.
C)   Sales ability is instinctive; it cannot be taught.
D)   Whereas recruitment and selection of salespeople is a onetime event, sales force training is an ongoing process that affects both new and seasoned salespeople.
E)   A limitation of sales training is that it is too narrowly focused on "making the sale" rather than learning new business skills.

Question 15

Which of the following statements should a salesperson use to postpone a prospect's objection?

Accepted Answer

A)   "I think I might be able to explain that better to you by showing you a diagram after we have looked at these specs."
B)   "Yes, you're right, it is lighter but that is done intentionally to make your work easier."
C)   "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D)   "Where did you hear that? Your source must have erroneous information."
E)   "As I was saying ..."

Question 16

________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Accepted Answer

A)   Avon
B)   General Motors
C)   Tiffany & Co.
D)   Pampered Chef
E)   Mary Kay Cosmetics

Question 17

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Accepted Answer

A)   adaptive selling.
B)   suggestive selling.
C)   formula selling.
D)   consultative selling.
E)   relationship selling.

Question 18

A formula selling presentation is a format that

Accepted Answer

A)   emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.
B)   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
C)   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect.
D)   assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
E)   relies on exhibits at trade shows, professional meetings, and conferences.

Question 19

Explain the difference between a lead, a prospect, and a qualified prospect.

Accepted Answer

A lead is the name of a person who may b...

Question 20

Salespeople are paid using one of three plans

Accepted Answer

A)   incremental salary, input-based commission, and output-based commission.
B)   straight salary, straight commission, and graded-scale competitive pay.
C)   percentage of sales, percentage of profits, and straight salary.
D)   straight salary, straight commission, and a combination of salary and commission.
E)   straight commission, percentage of market share, and a combination of salary and commission.

Exam 18: Personal Selling and Sales Management

The search for and qualification of potential customers during the personal selling process is referred to as

Correct AnswerverifiedShow Answer

Which of the following statements about sales force training is most accurate?

Correct AnswerverifiedShow Answer

Personal selling includes all of the following modes of communication except which?

Correct AnswerverifiedShow Answer

A Frito-Lay salesperson who is taking inventory of available Doritos and Tostitos products at a supermarket is considered an

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to accept the objection?

Correct AnswerverifiedShow Answer

A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Correct AnswerverifiedShow Answer

Salespeople are paid using one of three plans

Correct AnswerverifiedShow Answer

A formula selling presentation is a format that

Correct AnswerverifiedShow Answer

________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry.

Correct AnswerverifiedShow Answer

The sales manager told the salesperson, "Your goal is to increase units sold for the second quarter 5 percent compared to the same period last year." The sales manager voiced ________ sales objective.

Correct AnswerverifiedShow Answer

All of the following are types of sales objectives except which?

Correct AnswerverifiedShow Answer

The personal selling process begins with the ________ stage and ends with the ________ stage.

Correct AnswerverifiedShow Answer

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Correct AnswerverifiedShow Answer

About 60 percent of U.S. companies now include customer satisfaction as ________ measure of salesperson performance.

Correct AnswerverifiedShow Answer

The closing stage in the selling process includes identifying telltale signals indicating a readiness to buy including

Correct AnswerverifiedShow Answer

Emotional intelligence is

Correct AnswerverifiedShow Answer

In personal selling, a trial close refers to

Correct AnswerverifiedShow Answer

Explain the difference between a lead, a prospect, and a qualified prospect.

Correct AnswerverifiedA lead is the name of a person who may b...View AnswerShow Answer

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The personal selling process begins with the stage and ends with the stage.

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A lead is the name of a person who may b...
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