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Exam 15: Personal Selling and Customer Service

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Question 121

Multiple Choice

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When an AFLAC insurance agent calls a competitor's small-business customers to try to convince them to switch insurance companies, what type of sales activity is this?

A) Missionary calling
B) Technical prospecting
C) Telemarketing
D) Order taking
E) Supporting

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Question 122

Multiple Choice

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The sales manager of the Retro Butterfly Chair Corp. wishes to compensate his sales force in a way which will provide some security, incentive, flexibility, and control. The company should offer its sales force:

A) straight salaries.
B) straight commissions.
C) a combination plan.
D) a value plan.
E) a bonus plan.

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Question 123

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Some firms are adopting new software and hardware technologies to get a competitive advantage in personal selling.

Chemco, Inc., a three-year-old producer of chemicals, has just hired a manufacturers' agent. The agent

Some sales reps try to get a prospect to do most of the talking at first--to help pinpoint the potential customer's needs. After the sales rep feels that he understands the customer's needs, he begins to enter more into the discussion, helping the customer understand his own needs, showing how his product satisfies the customer's needs, and then trying to close the sale. This type of sales presentation uses the:

Jim Meadowmont works for Sony. He doesn't take orders from customers, but he is extremely knowledgeable about the entire Sony product line and about how its specifications compare to the competition's products. He helps a regular Sony salesperson by providing details about how Sony's products work, and knows the customer applications for which the products are best suited. Jim is a:

Good salespeople:

"Technical specialists":

Incentives that just focus on short-term sales objectives may not motivate sales reps to develop long-term, need-satisfying relationships with their customers.

The "selling formula" approach to making a sales presentation is really a combination of the "prepared sales presentation" approach and the "consultative selling" approach.

A job description is a written statement of what a salesperson is expected to do.

Salespeople usually earn more than top management.

Andrea Mercer is tired of being a manufacturers' agent of accessories sold through merchant wholesalers. She is willing to accept a lower income for less travel and stress. She also wants to continue selling in the same industry so that her experience and business degree will not be wasted. Andrea should look for a job as a:

The most suitable sales presentation for prospective customers whose needs are very different is the "consultative selling approach."

Prospecting involves following all the "leads" in the target market.

A salesperson who completes routine sales made regularly to target customers is an order taker.

Customer service reps help:

The two basic decisions to be made in developing a compensation plan are the method of payment and

A firm's initial sales training program should cover company policies, product information, building relationships with customers, and selling skills.

Team selling occurs when different people work together on a specific account.