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| 1 | |
Sales management is most accurately defined as the: |
| | A) | allocation of funds for promotion and advertising. |
| | B) | recruiting, hiring or firing, and training of a company's sales force. |
| | C) | segmentation and selection of target markets to be addressed by a company's sales force. |
| | D) | planning of the selling program and implementing and controlling the personal selling effort of the firm. |
| | E) | process of assigning territories and providing appropriate compensation for sales force performance. |
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| 2 | |
Which of the following statements about personal selling is true? |
| | A) | Salespeople are the company in consumers' eyes. |
| | B) | Typically salespeople are a dominant force when a company's marketing relies on a pull strategy. |
| | C) | In terms of the marketing mix, personal selling is part of distribution. |
| | D) | The customer is the link between the company and its sales force. |
| | E) | All of the above statements about personal selling are true. |
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| 3 | |
__________ involves the two-way flow of communication between a buyer and seller, designed to influence a person's or group's purchase decision, that can take place in person, over the telephone, through video teleconferencing and Internet/Web-enabled links between buyers and sellers. |
| | A) | Interactive computerization |
| | B) | Virtual advertising |
| | C) | Personal selling |
| | D) | Personal video recorders |
| | E) | Virtual distribution |
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| 4 | |
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. How would you classify the Homestore salesforce? |
| | A) | as rack jobbers |
| | B) | as inside order takers |
| | C) | as order getters |
| | D) | as outside order takers |
| | E) | as sales engineers |
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| 5 | |
Which of the following activities is NOT typically a responsibility of an order taker? |
| | A) | processing of routine orders |
| | B) | complete transactions with customers |
| | C) | soliciting new accounts |
| | D) | answering simple questions |
| | E) | arranging displays |
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| 6 | |
In the giftware industry sales representatives call on retailers that they have identified as prospects, provide these retailers with information about the products and how they might be displayed, and closes the sale. What kind of salesperson are you most likely to find working in the giftware industry? |
| | A) | order taker |
| | B) | order getter |
| | C) | team salesperson |
| | D) | sales engineer |
| | E) | missionary salesperson |
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| 7 | |
The people at the Estee Lauder cosmetics counter of a department store are called: |
| | A) | inside order takers. |
| | B) | outside order takers. |
| | C) | inside order getters. |
| | D) | outside order getters. |
| | E) | inbound order getters. |
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| 8 | |
Gathering information and deciding how to approach the prospect would be typically done at the __________ stage of the personal selling process |
| | A) | prospecting |
| | B) | preapproach |
| | C) | approach |
| | D) | presentation |
| | E) | closing |
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| 9 | |
Encyclopedia Britannica pays to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica is engaging in: |
| | A) | cold-canvassing. |
| | B) | order taking. |
| | C) | sales follow-up. |
| | D) | gold-mining. |
| | E) | prospecting. |
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| 10 | |
__________ involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information. |
| | A) | Suggestive selling. |
| | B) | Formula selling. |
| | C) | Adaptive selling. |
| | D) | Need-stimuli selling. |
| | E) | Canned selling. |
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| 11 | |
At the __________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service. |
| | A) | preapproach |
| | B) | approach |
| | C) | presentation |
| | D) | close |
| | E) | follow-up |
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| 12 | |
In which of the following sales situation is consultative selling most likely to occur? |
| | A) | Len sells raffle tickets for his Rotary Club. |
| | B) | The convenience store clerk sells Bernice a soda and some chips. |
| | C) | Alcoa buys logistics services from UPS. |
| | D) | The teacher buys Valentine's presents for her students. |
| | E) | Jan buys a pair of Creed concert tickets over the phone. |
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| 13 | |
A purchasing agent who has previously ordered from your company refuses to reorder on the grounds that "your deliveries are always late." You respond by courteously, "You're absolutely right, and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection? |
| | A) | postponing |
| | B) | denying |
| | C) | agreeing and neutralizing |
| | D) | ignoring |
| | E) | converting |
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| 14 | |
If during the sales presentation, the salesperson notes that the prospect's body language looks positive, he or she might try a(n) __________ close. |
| | A) | adaptive |
| | B) | trial |
| | C) | objection-related |
| | D) | follow-up |
| | E) | satisfaction |
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| 15 | |
A sales plan is a(n): |
| | A) | method of determining a fair and equitable compensation plan that considers more than simply sales revenue; it includes a weighted system for different types of items or different sized territories to cover. |
| | B) | method of identifying the target market that most closely meets the special skills of the sales force. |
| | C) | formula-based method for determining the size of a sales force that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a sales force size figure. |
| | D) | statement describing what is to be achieved and where and how the selling effort of salespeople is to be directed. |
| | E) | evaluation methodology that specifies times and places for direct communications between salespeople and their supervisor. |
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| 16 | |
The three types of sales force assessments are input-related, output-related, and: |
| | A) | team-related. |
| | B) | customer-focused. |
| | C) | need-based. |
| | D) | workload-based. |
| | E) | behavioral-related. |
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| 17 | |
Clauss Cutlery sells knives to the floral industry. These knives are designed to slice through foam blocks, cut wire, and perform other similar tasks. It also sells cutting utensils to the meat-processing industry. These large heavy-duty blades can saw through carcasses quickly. Clauss also sells a line of cutting tools to people in the woodworking industry for sawing and shaping wood cutouts. Clauss Cutlery should use a __________ sales organization. |
| | A) | production |
| | B) | market size |
| | C) | customer |
| | D) | profit-based |
| | E) | geographic |
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| 18 | |
Research on salesperson motivation suggests that what produces motivated salespeople is a clear job description, effective sales management practices, a personal need for achievement, and: |
| | A) | someone who micromanages him or her. |
| | B) | freedom to do one's own thing. |
| | C) | an unlimited expense account. |
| | D) | proper compensation, incentives, or rewards. |
| | E) | a higher-than-average salary. |
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| 19 | |
Homestore.com is an online real estate company that allows agents to advertise their home listings on Homestore sites for a fee. 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. Homestore uses a combination compensation plan because it: |
| | A) | wants to provide the highest level of motivation possible. |
| | B) | was not sure its product was marketable, but it wanted to keep its salesforce long enough to test market the idea. |
| | C) | expects its salespeople to engage in a number of nonselling activities but still wants to reward them for their sales. |
| | D) | wanted its salespeople to avoid nonselling activities whenever possible. |
| | E) | did not want its salespeople to feel pressured to make sales. |
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| 20 | |
Before the salespeople for Ascom Timeplex, Inc., set out to make a sales call, they use their laptop computers to dial into the company's database. There, the salespeople can retrieve the latest price lists, engineering and configuring notes for each customer, and status reports on previous orders. The laptops can also be used to send customer orders to Ascom Timeplex headquarters in New Jersey. __________ helps make the Ascom Timeplex salespeople more efficient and more effective. |
| | A) | Decentralization |
| | B) | Field computerization |
| | C) | Sales force automation |
| | D) | A combination compensation plan |
| | E) | Media convergence |
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