Question 1

Order getters are even more important for business products than for consumer products.

Accepted Answer

A) True 
 B)False

Question 2

Producers of all kinds of products, especially business/consumer products, have a great need for order getters.

Accepted Answer

A) True 
 B)False

Question 3

Using sales reps who are paid a straight commission is similar to using manufacturers' reps.

Accepted Answer

A) True 
 B)False

Question 4

San Oxana Insurance Company uses relatively untrained people to sell its life insurance. The sales reps learn prepared sales presentations, which help them describe the firm's policies to potential customers, discover each customer's specific needs, and then lead them through some logical steps to a final close. They are using a:

Accepted Answer

A)   selling formula approach.
B)   customer service approach.
C)   target market presentation.
D)   consultative selling approach.
E)   prepared sales presentation.

Question 5

The commission method of payment:

Accepted Answer

A)   includes some salary and some commission.
B)   offers the most security for the salesperson.
C)   offers the most incentive for the salesperson.
D)   is tied to results projected in the sales plan.
E)   increases the amount of sales supervision needed.

Question 6

A firm's sales compensation plan should consider

Accepted Answer

A)   the pay for other jobs in the firm.
B)   the amount of direct control desired by the firm.
C)   the amount of selling versus nonselling time.
D)   what competitors pay salespeople.
E)   all of these alternatives should be considered in a firm's sales compensation plan.

Question 7

Order getters complete most sales transactions.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following statements about personal selling is FALSE?

Accepted Answer

A)   Good salespeople present both the advantages and the disadvantages of their products.
B)   Helping to buy is good selling.
C)   Personal selling is often a company's smallest single operating expense.
D)   A salesperson is often a representative of the whole company.
E)   None of these statements about personal selling is FALSE.

Question 9

___________ is the specific sales or profit objective a salesperson is expected to achieve.

Accepted Answer

A)   Sales quota
B)   Sales target
C)   Sales prospecting
D)   Sales presentation
E)   Sales percentage

Question 10

A merchant wholesaler who wants to provide the most INCENTIVE in his sales force payment plan should use:

Accepted Answer

A)   salary plus commission.
B)   straight commission.
C)   the same level of pay for all salespeople.
D)   salary plus bonus.
E)   straight salary.

Question 11

A straight salary

Accepted Answer

A)   offers the most security for the salesperson.
B)   includes some salary and some commission.
C)   offers the most incentive.
D)   is tied to results actually achieved.
E)   is based on the specific sales or profit objective a salesperson is expected to achieve.

Question 12

With the ____________ approach, the salesperson uses a memorized presentation that is not adapted to each individual customer.

Accepted Answer

A)   Prepared sales
B)   Consultative selling
C)   Selling formula
D)   Fixed sales
E)   Differentiated value

Question 13

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Accepted Answer

A)   merchandisers
B)   order takers
C)   order getters
D)   hucksters
E)   supporting salespeople

Question 14

Simon Juarez sells life insurance for a large New Mexico firm. He locates customers by selecting names out of a telephone directory and calling to arrange an appointment. He begins each presentation by explaining the basic features and merits of his product-eventually bringing the customer into the conversation to clarify the customer's insurance needs. Then he tells how his insurance policy would satisfy the customer's needs and attempts to close the sale. Simon's sales presentation is based on the:

Accepted Answer

A)   consultative selling approach.
B)   selling formula approach.
C)   canned presentation approach.
D)   target market approach.
E)   customer service approach.

Question 15

Order takers should work on improving the whole relationship with the customer, not just on completing a single transaction.

Accepted Answer

A) True 
 B)False

Question 16

Byron Coffey is a sales rep for a producer of fiberglass roofing shingles. He tries to persuade building materials wholesalers to switch from competing producers. Byron is:

Accepted Answer

A)   an order taker.
B)   an order getter.
C)   a supporting salesperson.

Question 17

Which of the following statements by a sales manager suggests a problem?

Accepted Answer

A)   "Taking a successful sales rep out of a territory for sales training is like spending money to teach a fish to swim."
B)   "I was a sales rep before becoming manager, so I don't need a job description to help me look for new salespeople."
C)   "I select new salespeople all by myself, because I am the one responsible for the performance of the sales force."
D)   Each of these statements indicates a problem.

Question 18

When a customer service rep works to solve a customer's problem, it often involves taking steps to remedy what went wrong.

Accepted Answer

A) True 
 B)False

Question 19

At least ________ percent of the total U.S. labor force performs sales work.

Accepted Answer

A)   20
B)   10
C)   30
D)   50
E)   40

Question 20

A salesperson who aggressively seeks out possible buyers with a well-organized sales presentation designed to sell a product is a missionary sales rep.

Accepted Answer

A) True 
 B)False

Exam 14: Personal Selling and Customer Service

Order takers should work on improving the whole relationship with the customer, not just on completing a single transaction.

Correct Answer
verified

A straight salary

Correct Answer
verified

Order getters complete most sales transactions.

Correct Answer
verified

Correct Answer
verified

Which of the following statements by a sales manager suggests a problem?

Correct Answer
verified

Producers of all kinds of products, especially business/consumer products, have a great need for order getters.

Correct Answer
verified

Byron Coffey is a sales rep for a producer of fiberglass roofing shingles. He tries to persuade building materials wholesalers to switch from competing producers. Byron is:

Correct Answer
verified

When a customer service rep works to solve a customer's problem, it often involves taking steps to remedy what went wrong.

Correct Answer
verified

Which of the following statements about personal selling is FALSE?

Correct Answer
verified

A merchant wholesaler who wants to provide the most INCENTIVE in his sales force payment plan should use:

Correct Answer
verified

A firm's sales compensation plan should consider

Correct Answer
verified

At least ________ percent of the total U.S. labor force performs sales work.

Correct Answer
verified

Correct Answer
verified

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Correct Answer
verified

With the ____________ approach, the salesperson uses a memorized presentation that is not adapted to each individual customer.

Correct Answer
verified

The commission method of payment:

Correct Answer
verified

Using sales reps who are paid a straight commission is similar to using manufacturers' reps.

Correct Answer
verified

___________ is the specific sales or profit objective a salesperson is expected to achieve.

Correct Answer
verified

Order getters are even more important for business products than for consumer products.

Correct Answer
verified

A salesperson who aggressively seeks out possible buyers with a well-organized sales presentation designed to sell a product is a missionary sales rep.

Correct Answer
verified

Exam 14: Personal Selling and Customer Service

Order takers should work on improving the whole relationship with the customer, not just on completing a single transaction.

Correct AnswerverifiedShow Answer

A straight salary

Correct AnswerverifiedShow Answer

Order getters complete most sales transactions.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements by a sales manager suggests a problem?

Correct AnswerverifiedShow Answer

Producers of all kinds of products, especially business/consumer products, have a great need for order getters.

Correct AnswerverifiedShow Answer

Byron Coffey is a sales rep for a producer of fiberglass roofing shingles. He tries to persuade building materials wholesalers to switch from competing producers. Byron is:

Correct AnswerverifiedShow Answer

When a customer service rep works to solve a customer's problem, it often involves taking steps to remedy what went wrong.

Correct AnswerverifiedShow Answer

Which of the following statements about personal selling is FALSE?

Correct AnswerverifiedShow Answer

A merchant wholesaler who wants to provide the most INCENTIVE in his sales force payment plan should use:

Correct AnswerverifiedShow Answer

A firm's sales compensation plan should consider

Correct AnswerverifiedShow Answer

At least ________ percent of the total U.S. labor force performs sales work.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Correct AnswerverifiedShow Answer

With the ____________ approach, the salesperson uses a memorized presentation that is not adapted to each individual customer.

Correct AnswerverifiedShow Answer

The commission method of payment:

Correct AnswerverifiedShow Answer

Using sales reps who are paid a straight commission is similar to using manufacturers' reps.

Correct AnswerverifiedShow Answer

___________ is the specific sales or profit objective a salesperson is expected to achieve.

Correct AnswerverifiedShow Answer

Order getters are even more important for business products than for consumer products.

Correct AnswerverifiedShow Answer

A salesperson who aggressively seeks out possible buyers with a well-organized sales presentation designed to sell a product is a missionary sales rep.

Correct AnswerverifiedShow Answer

Correct Answer
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