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1 | |
Mail Boxes Etc. (MBE) established a strategic relationship with UPS, whereby UPS took a 10 percent equity position in MBE. The combination of the resources and the expertise of MBE and UPS helped the sale of MBE franchises. The two companies engaged in _____ in which they shared customer, competitive, and company information for each other's mutual benefit and, in turn, to benefit MBE's customers. |
| | A) | transactional marketing |
| | B) | strategic pairing |
| | C) | creative selling |
| | D) | synergistic marketing |
| | E) | partnership selling |
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2 | |
Partnership selling is also called: |
| | A) | relationship selling. |
| | B) | transactional selling. |
| | C) | customer service management. |
| | D) | transformational selling. |
| | E) | enterprise selling. |
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3 | |
Alvin Whitaker has just been hired by Snapple, a New York-based marketer of flavored beverages. The firm wants Whitaker to call on supermarkets, gas stations, convenience stores, and other grocery-type outlets in the Denver area where consumers purchase point-of-sale beverages. Included in his job description are the following responsibilities: (1) stock and arrange point-of-purchase displays of present customers-40 percent of his work week; (2) receive orders from customers and complete the transactions-20 percent of his work week; and (3) develop new customer relationships by dropping off product brochures and price lists, meet with store managers to close sales, and follow-up on his customers to ensure they are satisfied-40 percent of his work week. What form of personal selling is Whitaker engaged in? |
| | A) | outside order taking |
| | B) | relationship selling |
| | C) | inside order taking |
| | D) | order getting |
| | E) | all of the above |
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4 | |
Which of the following tasks is typically the responsibility of an order taker? |
| | A) | preserving an ongoing relationship with existing customers |
| | B) | answering complete questions and solve problems |
| | C) | obtaining a purchase commitment |
| | D) | qualifying prospective customers |
| | E) | soliciting new accounts |
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5 | |
When American Express Financial Services sends a direct marketing letter to consumers and encloses a reply card so the mail recipient can request more information on financial planning, it is engaging in: |
| | A) | cold calling. |
| | B) | warm canvassing. |
| | C) | prospecting. |
| | D) | stock picking. |
| | E) | image advertising. |
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6 | |
_____ involves adjusting the presentation to the selling situation, such as knowing when to offer solutions and when to ask for more information. |
| | A) | Suggestive selling |
| | B) | Relationship selling |
| | C) | Adaptive selling |
| | D) | Consultative selling |
| | E) | Proactive selling |
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7 | |
When Aramark approached the landscaping service about providing the company's employees with rented uniforms that Aramark would clean weekly, the landscaping service owner stated emphatically that she expected her employees to buy their own uniforms and keep them clean. Furthermore, she added, renting uniforms is a waste of money. The owner of the cleaning service: |
| | A) | qualified herself as a prospect. |
| | B) | closed the sale herself. |
| | C) | expressed an objection. |
| | D) | negated the sale. |
| | E) | forced the sales person to use a formula sales presentation format. |
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8 | |
SRC Refrigeration sells refrigerated display cases for flowers. When its salesperson asks a retailer, "Do you want to order the two-door model 350F or the Model 719F with the single door?" he has executed which stage of the selling process? |
| | A) | approach |
| | B) | presentation |
| | C) | handling objections |
| | D) | close |
| | E) | follow-up |
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9 | |
Homestore.com is an online real estate company that allows agents to advertise their home listings on Homestore sites for a fee. Rather than cut out the middlemen and go straight to buyers, as so many early similar Web companies sought to do, Homestore included real estate agents. The company has a 200-person sales force that calls on real estate agents every day, educating agents about Internet basics like how to use e-mail and surf the Web as well as pushing subscriptions to Homestore's network of websites. During a sales call, a Homestore salesperson asks a real estate agent if he or she would like to list homes starting today or next Monday. The salesperson is using a(n) _____ close. |
| | A) | assumptive |
| | B) | cold canvassing |
| | C) | formulated |
| | D) | urgency |
| | E) | objection-proof |
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10 | |
Which of the following is an example of a behaviourally-related sales objective? |
| | A) | to improve communication skills |
| | B) | to increase product knowledge |
| | C) | to improve selling skills |
| | D) | to provide a higher level of customer service |
| | E) | all of the above |
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11 | |
The workload method is used to: |
| | A) | select which sales presentation format to use. |
| | B) | quantify the point at which the sale can be closed. |
| | C) | calculate commission compensation payment. |
| | D) | determine how much training a salesperson needs. |
| | E) | determine the size of a salesforce. |
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12 | |
The three major tasks involved in the implementation stage of the sales management process are: |
| | A) | salesforce recruitment and selection, salesforce training, and salesforce motivation and compensation. |
| | B) | developing account management policies, implementing the account management policies, correcting the account management policies. |
| | C) | setting sales objectives, organizing the salesforce, and developing account management policies. |
| | D) | organizing the salesforce, quantitative assessment, and follow-up. |
| | E) | organizing the saleforce, setting motivational sales quotas, and evaluating the individual members of the salesforce. |
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13 | |
Which of the following is NOT an example of behavioural measures used to evaluate salespeople? |
| | A) | assessment of salesperson's attitude and attention to customers |
| | B) | product knowledge and selling and communication skills |
| | C) | appearance and professional demeanor |
| | D) | accounts generated and profit achieved |
| | E) | customer satisfaction |
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14 | |
Salesforce.com was one of the first to deliver customer relationship management (CRM) software over the Internet. Many companies are using CRM to create more sales with existing customers. UpShot, Salesnet, Sales.com and OracleSalesOnline quickly followed with other sales support software. All of these companies are banking on the increasing importance of _____ as a growing source of sales. |
| | A) | e-commerce |
| | B) | IMC |
| | C) | distribution elasticity |
| | D) | media convergence |
| | E) | salesforce automation |
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