Question 1

Often the best way to handle customers' reservations is to relax, listen, and

Accepted Answer

A)   reassess your preapproach strategy.
B)   consider outsourcing.
C)   immediately call your sales support team.
D)   ask questions to clarify the issues.
E)   reevaluate your expected order.

Question 2

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.

Accepted Answer

A)   reliability
B)   responsiveness
C)   assurance
D)   empathy
E)   tangibles

Question 3

The beginning of the sales presentation may be the most important part of the selling process, because this is where the salesperson establishes

Accepted Answer

A)   where the customer is in the buying process.
B)   how much time has been allocated for the presentation.
C)   which of the alternative products to demonstrate.
D)   whether to quote a full price or discount price.
E)   which type of follow-up will be needed.

Question 4

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

Accepted Answer

A)   capture every possible sale.
B)   focus on the short term.
C)   take a long-term perspective.
D)   disparage competitors' offerings.
E)   shift organizational control from production to marketing.

Question 5

Before approaching a potentially major B2B customer, a salesperson will usually

Accepted Answer

A)   conduct an initial sales presentation to lower-level personnel.
B)   estimate the potential commission associated with making the sale.
C)   try to find out everything possible about the firm and its needs.
D)   ask competitors what they know about the prospect.
E)   assess the corporate climate.

Question 6

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

Accepted Answer

A)   what personal traits and abilities a salesperson should have to do the job well.
B)   when they are available to start work.
C)   whether to pay them on a commission basis or a salary plus commission.
D)   how long they are likely to stay.
E)   their previous level of experience.

Question 7

For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

Accepted Answer

A)   role playing
B)   sales support promotion
C)   relationship selling
D)   delayed preapproach
E)   transactional selling

Question 8

By a margin of seven to one in a survey of sales and marketing executives, respondents believed that

Accepted Answer

A)   salespeople are born, not made.
B)   training and supervision are most important determinants of selling success.
C)   straight commission is the best compensation package.
D)   personality and optimism are more important than self-reliance and empathy.
E)   personal traits are not relevant to selling ability.

Question 9

In the selling process, the saying, "It ain't over till it's over," refers to the __________ stage of the process.

Accepted Answer

A)   generating and qualifying leads
B)   preapproach
C)   sales presentation
D)   closing the sale
E)   follow-up

Question 10

To maintain trustworthy customer relationships, companies must take care that they respect customer privacy and respect the ________-that is, the amount of information a customer feels comfortable providing.

Accepted Answer

A)   privacy bubble
B)   information limit
C)   communication tolerance level
D)   privacy zone
E)   information comfort zone

Question 11

Several months ago, Veronica took over the sales territory managed by a very successful salesperson. Veronica should use __________ as a first source of leads.

Accepted Answer

A)   current customers
B)   Chamber of Commerce gatherings
C)   trade shows
D)   census data
E)   competitor databases

Question 12

Trade shows are a particularly good source of B2B sales leads because

Accepted Answer

A)   they are open to the general public.
B)   they are almost always sanctioned by the government.
C)   people who attend are interested in the products and services being offered.
D)   consumers tell retailers which shows to attend.
E)   they are an inexpensive way to generate leads.

Question 13

Most beverage distributors have their delivery people act as the firm's sales representatives. The delivery people primarily function as

Accepted Answer

A)   order getters.
B)   order takers.
C)   sales support personnel.
D)   manufacturer's reps.
E)   telemarketers.

Question 14

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

Accepted Answer

A)   his quota will be increased.
B)   he will generate no income.
C)   his quota will be lowered.
D)   his bonus will not exceed his commission.
E)   he will get a salary reduction.

Question 15

When her salespeople bring in five new customers, Marissa gives them a $1000 payment. This is an example of a

Accepted Answer

A)   commission.
B)   bonus.
C)   sales contest.
D)   nonfinancial reward.
E)   salary.

Question 16

Tabatha sells office networking systems. She is putting together a sales presentation for a new customer. What advice would you give Tabatha about making her sales presentation?

Accepted Answer

Advice might include:
* Create interest ...

Question 17

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

Accepted Answer

A)   listening to customers and paying attention to their body language.
B)   keeping accurate records regarding how long it took to close sales in the past.
C)   asking sales personnel to estimate the average time before customers are ready to close.
D)   using the same selling process for all customers.
E)   monitoring and mimicking the closing process used by their sales managers.

Question 18

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.

Accepted Answer

A)   qualify leads
B)   preapproach
C)   closing the sale
D)   follow-up
E)   sales presentation

Question 19

Which of the following is NOT considered typical financial compensation for sales representatives?

Accepted Answer

A)   commissions
B)   salaries
C)   bonuses
D)   extra vacation days
E)   sales contests

Question 20

The first step in the personal selling process is the preapproach.

Accepted Answer

A) True 
 B)False

Exam 19: Personal Selling and Sales Management

For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

Correct Answer
verified

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

Tabatha sells office networking systems. She is putting together a sales presentation for a new customer. What advice would you give Tabatha about making her sales presentation?

Correct Answer
verified
Advice might include:
* Create interest ...
View Answer

Which of the following is NOT considered typical financial compensation for sales representatives?

Correct Answer
verified

Most beverage distributors have their delivery people act as the firm's sales representatives. The delivery people primarily function as

Correct Answer
verified

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.

Correct Answer
verified

In the selling process, the saying, "It ain't over till it's over," refers to the __________ stage of the process.

Correct Answer
verified

When her salespeople bring in five new customers, Marissa gives them a $1000 payment. This is an example of a

Correct Answer
verified

Often the best way to handle customers' reservations is to relax, listen, and

Correct Answer
verified

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

Correct Answer
verified

The first step in the personal selling process is the preapproach.

Correct Answer
verified

Trade shows are a particularly good source of B2B sales leads because

Correct Answer
verified

Several months ago, Veronica took over the sales territory managed by a very successful salesperson. Veronica should use __________ as a first source of leads.

Correct Answer
verified

Before approaching a potentially major B2B customer, a salesperson will usually

Correct Answer
verified

To maintain trustworthy customer relationships, companies must take care that they respect customer privacy and respect the ________-that is, the amount of information a customer feels comfortable providing.

Correct Answer
verified

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

Correct Answer
verified

The beginning of the sales presentation may be the most important part of the selling process, because this is where the salesperson establishes

Correct Answer
verified

By a margin of seven to one in a survey of sales and marketing executives, respondents believed that

Correct Answer
verified

Exam 19: Personal Selling and Sales Management

For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

Correct AnswerverifiedShow Answer

The most important activity in recruiting salespeople is determining what the salesperson will be doing and

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Tabatha sells office networking systems. She is putting together a sales presentation for a new customer. What advice would you give Tabatha about making her sales presentation?

Correct AnswerverifiedAdvice might include:* Create interest ...View AnswerShow Answer

Which of the following is NOT considered typical financial compensation for sales representatives?

Correct AnswerverifiedShow Answer

Most beverage distributors have their delivery people act as the firm's sales representatives. The delivery people primarily function as

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

In the selling process, the saying, "It ain't over till it's over," refers to the __________ stage of the process.

Correct AnswerverifiedShow Answer

When her salespeople bring in five new customers, Marissa gives them a $1000 payment. This is an example of a

Correct AnswerverifiedShow Answer

Often the best way to handle customers' reservations is to relax, listen, and

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The first step in the personal selling process is the preapproach.

Correct AnswerverifiedShow Answer

Trade shows are a particularly good source of B2B sales leads because

Correct AnswerverifiedShow Answer

Several months ago, Veronica took over the sales territory managed by a very successful salesperson. Veronica should use __________ as a first source of leads.

Correct AnswerverifiedShow Answer

Before approaching a potentially major B2B customer, a salesperson will usually

Correct AnswerverifiedShow Answer

To maintain trustworthy customer relationships, companies must take care that they respect customer privacy and respect the ________-that is, the amount of information a customer feels comfortable providing.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The beginning of the sales presentation may be the most important part of the selling process, because this is where the salesperson establishes

Correct AnswerverifiedShow Answer

By a margin of seven to one in a survey of sales and marketing executives, respondents believed that

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Advice might include:
* Create interest ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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