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| 1 | |
__________ is the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision. |
| | A) | Sales management |
| | B) | Personal selling |
| | C) | Sales promotion |
| | D) | Transformational selling |
| | E) | Marketing management |
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| 2 | |
The fact that The Kroger Company awarded Southern Gardens Citrus (the largest supplier of private label orange juice in the U.S.) Outstanding Supplier of the Year indicates that the supplier more than likely engages in __________ when it calls on the supermarket chain. |
| | A) | relationship selling |
| | B) | alliance selling |
| | C) | transactional selling |
| | D) | formula selling |
| | E) | reactive marketing |
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| 3 | |
Bombardier makes corporate jets and its strategy involves streamlining production activities, maintaining its reputation for quality, and reducing its costs. It has developed the Continental, an airplane assembled from just a dozen large component parts. All parts are supplied by carefully chosen independent companies that share the development costs and market risk with Bombardier as part of being its suppliers. To sell subassemblies to Bombardier, the salespeople for its supplier companies used: |
| | A) | order processing. |
| | B) | order taking. |
| | C) | customer value creation. |
| | D) | relationship selling. |
| | E) | transactional selling. |
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| 4 | |
The objective of the approach stage of the personal selling process is: |
| | A) | to search for and qualify prospects. |
| | B) | to gather information. |
| | C) | to gain prospect's attention, stimulate interest, and make the transition to the presentation. |
| | D) | to begin converting a prospect into a customer by creating a desire for the product or service. |
| | E) | to obtain a purchase commitment from the prospect and create a customer. |
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| 5 | |
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—60 percent of his work week; and (2) receive orders from customers and complete the transactions—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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| 6 | |
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 solving problems |
| | C) | obtaining a purchase commitment |
| | D) | qualifying prospective customers |
| | E) | soliciting new accounts |
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| 7 | |
__________ is the use of toll-free telephone numbers that customers call to obtain information about products and make purchases. |
| | A) | Inbound telemarketing |
| | B) | Outbound telemarketing |
| | C) | Outbound videoconferencing |
| | D) | Interactive marketing |
| | E) | Multichannel selling |
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| 8 | |
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) | approaching. |
| | C) | prospecting. |
| | D) | preapproach. |
| | E) | follow-up. |
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| 9 | |
The salesperson for Ferrara Pan Company has an appointment to make a sales call on the owner of a chain of convenience stores in Nebraska. During the preapproach for this prospect, the salesperson should: |
| | A) | decide how many times he is going to close the sale. |
| | B) | determine whether he needs to bring charts and graphs to the presentation or a souvenir baseball cap. |
| | C) | decide if the customer will use an objection with which he is familiar. |
| | D) | remove all noise from the communication channel. |
| | E) | plan an introductory close with which to begin his approach. |
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| 10 | |
The __________ stage of the personal selling process involves the initial meeting between the salesperson and prospect. Its objectives are to gain the prospect's attention, stimulate interest, and build the foundation for the sales presentation itself and the basis for a working relationship. |
| | A) | prospecting |
| | B) | preapproach |
| | C) | approach. |
| | D) | close |
| | E) | follow-up |
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| 11 | |
__________ 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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| 12 | |
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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| 13 | |
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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| 14 | |
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 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) | trial |
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| 15 | |
Which of the following is an example of a behaviorally-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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| 16 | |
Southern Gardens Citrus is the largest supplier of private label orange juice in the U.S. Kroger, America's largest supermarket chain, named it Kroger's Outstanding Supplier of the Year. Southern Gardens Citrus more than likely uses __________ in its dealings with Kroger. |
| | A) | order takers |
| | B) | forestalling |
| | C) | objection postponement |
| | D) | major account management |
| | E) | new-task buying |
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| 17 | |
The objective of the follow-up stage of the personal selling process is: |
| | A) | to ensure that the customer is satisfied with the product or service. |
| | B) | quantify the point at which the sale can be closed. |
| | C) | to obtain a purchase commitment from the prospect and create a customer. |
| | D) | to determine how much training a salesperson needs. |
| | E) | to begin converting a prospect into a customer by creating a desire for the product or service. |
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| 18 | |
The three major tasks involved in the implementation stage of the sales management process are: |
| | A) | sales force recruitment and selection, sales force training, and sales force motivation and compensation. |
| | B) | developing account management policies, implementing the account management policies, correcting the account management policies. |
| | C) | setting sales objectives, organizing the sales force, and developing account management policies. |
| | D) | organizing the sales force, quantitative assessment, and follow-up. |
| | E) | organizing the sales force, setting motivational sales quotas, and evaluating the individual members of the sales force. |
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| 19 | |
Which of the following is NOT an example of behavioral 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 profits achieved |
| | E) | customer satisfaction |
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| 20 | |
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) | sales force automation |
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