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Basic Marketing: A Global Managerial Approach, 10/e

Stanley J. Shapiro
Kenneth B. Wong, Queens School of Business
William D. Perreault, University of North Carolina
E. Jerome McCarthy, Michigan State University

Personal Selling

Quiz Questions


1	Good salespeople try to help customers by presenting both the advantages and disadvantages of a product—and showing how it will satisfy the customer's needs.
		A)	True
		B)	False


2	Order getters are even more important for business products than consumer products.
		A)	True
		B)	False


3	It usually costs between six and eight times to retain an existing account than it does to acquire a new account.
		A)	True
		B)	False


4	The availability of new technology has changed the basic nature of the sales tasks that need to be accomplished.
		A)	True
		B)	False


5	A customer's effort to keep a salesperson from completing a sales presentation is called a close.
		A)	True
		B)	False


6	Good marketing managers know that:
		A)	the role of the salesperson has been downgraded in business marketing.
		B)	organizational buyers have little use for salespeople.
		C)	the salesperson's job is to "get ride of the product."
		D)	most salespeople are "bags of wind."
		E)	good salespeople try to help customers buy.


7	Sam works for a producer of industrial elevators. He knows all the technical details of the many different ways they are used by business customers. He makes presentations to new prospects and eventually gets a share of their business. Sam is:
		A)	a technical specialist.
		B)	a producer's order getter.
		C)	a member of the firm's major accounts sales force.
		D)	a missionary salesperson.
		E)	none of the above.


8	Bad customer service:
		A)	saves companies a lot of money.
		B)	can often be traced back to management.
		C)	helps order getters land business.
		D)	rewards loyal customers.
		E)	is not noticed by most customers.


9	Tiffany Chin 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. Tiffany should look for a job as a:
		A)	retail order taker.
		B)	technical specialist for a manufacturer.
		C)	producer's order getter.
		D)	wholesaler's order taker.
		E)	None of the above fits her needs.


10	Missionary sales representatives:
		A)	are many used for religious products.
		B)	are sales reps in training.
		C)	do a lot of aggressive selling.
		D)	are order takers.
		E)	help train intermediaries' salespeople and set up retail displays.


11	Team selling:
		A)	is used by mainly by sports team franchises to sell season tickets.
		B)	involves different representatives selling to different accounts.
		C)	involves different representatives working together on a specific account.
		D)	never involves people from departments other than sales.
		E)	is the best way, by far, to structure a sales force.


12	Why do companies use telemarketing?
		A)	to annoy consumers
		B)	to save time and money
		C)	to avoid unnecessary phone calls
		D)	to help shy salespeople who are afraid of personal contact
		E)	to avoid personal selling


13	Which of the following information technology would be LEAST useful to an order-getting salesperson?
		A)	contact database software on a handheld device
		B)	electronic presentation software
		C)	a laptop computer
		D)	a cellular phone with text messaging capability
		E)	a sophisticated electronic cash register with a bar code scanner


14	A good job description will help a new sales manager see:
		A)	what selling tasks are needed.
		B)	how salespeople should be paid.
		C)	the kind of training needed.
		D)	the kind of salespeople to be selected.
		E)	all of the above.


15	A producer wants to increase the amount of time its sales reps spend on supporting activities. It also wishes to keep its sales reps motivated and aggressive, and also provide some security. Which payment plan should the firm use?
		A)	straight commission
		B)	straight salary
		C)	combination
		D)	free products for personal use and year-end bonus
		E)	stock options


16	Which of the following sales force payment methods is best for simplicity?
		A)	combination plan
		B)	straight salary
		C)	salary plus bonus
		D)	value plan
		E)	stock options


17	A sales force payment plan may have to be developed to provide for flexibility:
		A)	among territories.
		B)	in selling costs.
		C)	among products.
		D)	among people.
		E)	for all of the above.


18	Prospecting:
		A)	involves following all the leads in the target market.
		B)	should require a sales rep to spend the same amount of time with each prospect.
		C)	refers to selection of the firm's target market.
		D)	should use a system for allocating time to potential customers based on their potential.
		E)	both a & d


19	A sales rep for installations probably should use a ________________ sales presentation.
		A)	prepared
		B)	selling formula approach
		C)	consultative selling approach
		D)	target market
		E)	All of the above are equally appropriate.


20	The selling formula approach:
		A)	usually requires a more skilled salesperson than the consultative selling approach.
		B)	starts with a prepared presentation outline, discovers each customer's specific needs, and then leads the customer through some logical steps to a final close.
		C)	uses the same sales presentation with every potential customer.
		D)	uses a mathematical formula to determine the value of a prospect.
		E)	doesn't consider a customer's needs, because it is a "one size fits all" formula.

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