Liberty University BUSI 330 quiz 7 solutions answers right

Liberty University BUSI 330 quiz 7 solutions answers right

How many versions: 4 different versions

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Question 1 There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

Question 2 The most basic of the three sales management functions is

Question 3 Quantitative assessments of sales performance may be based on output­related measures, such as

Question 4 A sales plan refers to a

Question 5 Marilyn called the Butterball toll­free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of __________.

Question 6 An advantage of a geographical sales organization is that it

Question 7 Which salesforce structure is the simplest form of organization?

Question 8 A __________ is the simplest salesforce structure, where the United States, or indeed the globe, is first divided into regions and then each region is divided into districts or territories.

Question 9 As shown in Figure 17­2 above, "A" is the __________ stage in the personal selling process.

Question 10 About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 11 About 60 percent of U.S. companies now include customer satisfaction as a __________ measure of salesperson performance.

Question 12 The most frequently used type of compensation plan for salespeople is a __________.

Question 13 A selling format that assumes that given the appropriate prompts by a salesperson, the prospect will buy is referred to as a __________.

Question 14 Mark wanted to make some extra money, so he went door­to­door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

Question 15 A third type of sales objective that is __________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Question 16 All of the following are behavioral measures that are used to evaluate salespeople EXCEPT:

Question 17 Three major presentation formats exist: (1) stimulus­response format; (2) formula selling format; and (3) __________.

Question 18 When Jason called the toll­free number to order two children's books from the Chinaberry catalog, the firm was using __________.

Question 19 An effective sales plan objective should be

Question 20 Which of the following statements regarding the role of salespeople is most accurate?

Question 21 With a __________, a salesperson is paid a fixed fee per week, month, or year.

Question 22 White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non­selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

Question 23 All of the following tactics are used to generate leads EXCEPT:

Question 24 If the salesperson's objective is to "gather information and decide how to approach the prospect," what is the name of this stage of the personnel selling process?

Question 25 The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Question 26 A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 27 As a MooreChem sales manager, you note that one of your salespeople has exceeded his sales target but is well below his profit goal. The best explanation for this performance is

Question 28 Attributes such as imagination and problem­solving ability, strong work ethic, honesty, intimate product knowledge, effective communication and listening skills, and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow­up are found in the

Question 29 When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following speech in her sales presentations: "Hello, Mr./Ms. (customer name). My name is (your name here). I'm calling on behalf of Paradise Candles. We carry the best wax­burning mechanical candles available in the commercial decorating industry…." Paradise instructed Tracy to use

Question 30 The primary responsibility of order takers is to

Question 1

Consider Figure 17‑A above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "A" represents which type of salesforce organization structure?

Question 2

A stimulus‑response presentation refers to a format that

Question 3

The tasks involved in managing personal selling include all of the following EXCEPT:

Question 4

There are three major tasks involved in the implementation stage of the sales management process: salesforce recruitment and selection; __________; and salesforce motivation and compensation.

Question 5

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor.

Question 6

A need‑satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Question 7

Consider Figure 17‑C above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "C" represents which type of salesforce organization structure?

Question 8

About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 9

Sales activities occurring before, during, and after the sale itself, and which consist of six stages, are referred to as

Question 10

Personal selling begins with the __________ stage.

Question 11

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Question 12

At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the __________ where the top performers are awarded a five‑day trip to one of the top resorts in the world.

Question 13

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Question 14

At the end of her sales presentation, the salesperson asks, "Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________.

Question 15

If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose, which are

Question 16

A waitress at a Chili's restaurant uses a __________ when she asks a family if "they have any room left for dessert."

Question 17

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face‑to‑face encounter, designed to influence a person's or a group's purchase decision.

Question 18

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 19

Broadly speaking, there are two types of personal selling: _________ and order getting.

Question 20

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Question 21

Which of the following statements describes a major drawback associated with a canned sales presentation?

Question 22

As shown in Figure 17‑2 above, "F" is the __________ stage in the personal selling process.

Question 23

Consultative selling refers to a presentation format that

Question 24

Procter & Gamble uses people from marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called __________.

Question 25

The Frito‑Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Question 26

The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Question 27

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Question 28

The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the regional manager." From this information, it would appear the company that issued the memo uses a ___________ sales organization for its salesforce.

Question 29

In the __________ stage of the personal selling process, the first impression is critical.

Question 30

Relationship selling refers to

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format

Which of the following statements should a salesperson use to agree with and neutralize an objection

Account management policies refer to policies that

A job analysis refers to

A policy that specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

The closing stage in the selling process involves obtaining a purchase commitment from the prospect. This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Telltale signals indicating a readiness to buy include

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service

Russ Berry Company is a company that makes gifts and collectibles. When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops. When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call. The company's sales rep uses __________ to find prospects

Broadly speaking, there are two types of personal selling: _________ and order getting

Major account management refers to

A straight commission compensation plan is one

An assumptive close refers to

There are six commonly used techniques to deal with objections: __________; agree and neutralize; accept the objection; denial; and ignore the objection.

A selling format that consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect is referred to as a __________.

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer. The Microsoft expert is engaged in

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and imposes fines for violations

The Xerox sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses

The most frequently used type of compensation plan for salespeople is a __________.

An order getter refers to

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

In the __________ stage of the personal selling process, the cultural setting is very important

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer

A waitress at a Chili's restaurant uses a __________ when she asks a family if "they have any room left for dessert."

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Alice is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

Lindsey Smith sees her selling orientation and customer relationship philosophy as including _____.

a.   simplifying sales presentations for technical products

b.   increasing the importance of the advertising element of the company’s promotion mix

c.   developing a team of professionals in selling to and servicing key customers

d.   creating value in customer relationships by emphasizing the company’s product innovations, solutions, and service

e.   establishing brand recognition for Molecular Imaging Products as distinct from GE Healthcare

Which of the following does Lindsey Smith list as one of the ingredients necessary for a successful sales career?

a.     education

b.     good looks

c.     integrity

d.     technical proficiency

e.     networking

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 is referred to as __________.

a.   sales management

b.   personal selling

c.   sales promotion

d.   direct selling

e.   marketing management         

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence a person’s or a group’s purchase decision.

a.   direct

b.   indirect

c.   unsolicited

d.   two-way

e.   recursive

Planning the selling program and implementing and evaluating the personal selling effort of the firm are referred to as __________.

a.   relationship marketing

b.   team selling

c.   personal selling

d.   sales engineering

e.   sales management

Sales management refers to __________.

a.   the planning the selling program and implementing and evaluating the personal selling effort of the firm

b.   the process of allocating funds for promotion and advertising

c.   the recruiting, hiring, and training of a company’s salesforce

d.   the segmentation and selection of target markets to be addressed by a company’s salesforce

e.   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

The tasks involved in managing personal selling include all of the following EXCEPT __________.

a.   selecting salespeople

b.   evaluating the performance of individual salespeople

c.   setting sales objectives

d.   organizing the salesforce

e.   designing new sales promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include the following: setting objectives; organizing the salesforce; recruiting, selecting, training, and compensating salespeople; and __________.

a.   identifying potential target markets

b.   evaluating the performance of individual salespeople

c.   using salesforce input to make product modifications

d.   maintaining open communications between sales representatives and all other stakeholders

e.   designing new promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include organizing the salesforce; __________; recruiting, selecting, training, and compensating salespeople; and evaluating the performance of individual salespeople.

a.   identifying potential target markets

b.   using customer input to make product modifications

c.   designing new promotional campaigns for the purpose of generating new sales

d.   setting objectives

e.   maintaining open communications between sales representatives and all other stakeholders

Virtually every occupation that involves customer contact has an element of personal selling in it.  The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

a.   5 million

b.   10 million

c.   14 million

d.   18 million

e.   24 million

Selling often serves as a stepping-stone to top management.  In fact, approximately __________ of the chief executive officers (CEOs) in the largest U.S. corporations have significant sales and marketing experience in their work history.

a.   5%

b.   10%

c.   15%

d.   20%

e.   25%

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers’ eyes; and (3) __________.

a.   play a key role in research and development

b.   are the ultimate channel of distribution

c.   provide the most valuable resource for segmenting and selecting target markets

d.   are one of many people in a firm that contacts potential customers

e.   may play a dominant role in a firm’s marketing program

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm’s marketing program.

a.   play a key role in research and development

b.   are the company in consumers’ eyes

c.    play a dominant role in implementing an organization’s pull strategy

d.   provide the most valuable resource for segmenting and selecting target markets

e.   are one of many people in a firm that contacts potential customers

Which of the following statements regarding the role of salespeople is most accurate?

a.   Salespeople can identify creative solutions to customer problems.

b.   Salespeople have the greatest say in company policy and therefore are its customers’ greatest advocates.

c.   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.

d.   Salespeople are the most highly trained of all a firm’s employees and therefore offer the greatest customer security.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Which of the following statements regarding the role of salespeople is most accurate?

a.  Salespeople have the greatest say in company policy and therefore are the customer’s greatest advocates.

b.   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.

c.   Salespeople are the most highly trained of all a firm’s employees and therefore offer the greatest customer security.

d.   Salespeople create customer value by providing follow through after the sale.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Relationship selling refers to __________.

a.   the assignment of a single salesperson to a single customer throughout the entire sales process

b.   buyers and sellers combining their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer

c.   the practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time

d.   the practice of using an entire team of professionals in selling to and servicing key customers

e.   the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service

The practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time is referred to as __________.

a.   order processing

b.   order taking

c.   customer value creation

d.   relationship selling

e.   partnership selling

The PRIMARY way in which relationship selling creates customer value is by __________.

a.   assigning a single sales representative to a single customer

b.   learning the customer’s needs to maintain a long-term relationship of trust and respect

c.   guaranteeing fair and equitable prices for each client regardless of the size of the purchase

d.   providing cumulative discounts based on customer loyalty and the length of the customer relationship

e.   guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer, is referred to as __________.

a.   multichannel selling

b.   cross-functional selling

c.   partnership selling

d.   relationship selling

e.   customized ordering

Partnership selling refers to __________.

a.   the creation of cross-functional selling teams designed to provide the ultimate consumer with the best possible product and service

b.   the practice of using an entire team of professionals in selling to and servicing major customers

c.   an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

d.   a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

e.   the practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer

Partnership selling is sometimes referred to as __________.

a.   enterprise selling

b.   transactional selling

c.   strategic selling

d.   creative selling

e.   synergistic selling

IBM has 30 information technology hardware and software specialists, business consultants, and engineers working at Charles Schwab, a large brokerage firm, all under the direction of a senior IBM sales executive.  They are creating and managing a complex financial planning system that helps Schwab clients with their retirement planning.  This is an example of __________.

a.   transactional selling

b.   partnership selling

c.   strategic alliance selling

d.   creative selling

e.   synergistic selling

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

a.   size of the salesforce; financial outlay

b.   complexity of the product; amount of sales training

c.   amount of selling done; amount of creativity required

d.   amount of creativity required; amount of sales training required

e.   complexity of the product; financial outlay

The three types of personal selling are order taking, order getting, and __________.

a.   customer sales support

b.   order fulfillment

c.   order management

d.   order processing

e.   order shipment

Broadly speaking, there are three types of personal selling: _________, order getting, and customer sales support.

a.   consumer getting

b.   order processing

c.   online telemarketing

d.   order taking

e.   suggestive selling

An order taker refers to a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that were already sold by the company

c.   salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service

d.   person on the selling team who is responsible for obtaining qualified leads

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

a.   order getter

b.   missionary salesperson

c.   order taker

d.   sales engineer

e.   order processor

The primary responsibility of order takers is to __________.

a.   “preach” the benefits of a new product or service to a customer, rather than close the sale

b.   build market share in his or her territory

c.   convince a customer from a competitor to switch to the firm’s product or brand

d.   preserve an ongoing relationship with existing customers and maintain sales

e.   create a sense of goodwill not only to the brand but also to the entire product mix of the firm

Two types of order takers exist.  __________ visit customers and replenish inventory stocks of resellers whereas __________ typically answer simple questions, take orders, and complete transactions with customers.

a.   Inside order takers; outside order takers

b.   Inside order takers; outside order clerks

c.   Outside order takers; inside order takers

d.   Salesclerks; inbound telemarketers

e.   Inside order clerks; outside order takers

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

a.   inside order takers

b.   outside order takers

c.   inbound telemarketers

d.   outbound telemarketers

e.   management order takers

Salespeople called outside order takers visit customers and __________ of resellers.

a.   solve most of the technical problems

b.   represent products with many purchase options

c.   help design the product displays

d.   train the personnel management

e.   replenish inventory stocks

John Whitaker works for American Greetings.  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.  Whitaker is primarily engaged in which type of selling?

a.   outside order taking

b.   relationship selling

c.   inside order taking

d.   outside order getting

e.   missionary sales

The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available products at a supermarket.

a.   inside order taker

b.   interactive order taker

c.   outside order taker

d.   order clerk

e.   order getter

Inside order takers are also referred to as __________.

a.   managers

b.   directors

c.   missionaries

d.   salesclerks

e.   go-getters

Sales people called __________ typically answer simple questions, take orders, and complete transactions with customers.

a.   managers

b.   directors

c.   outside order takers

d.   inside order takers

e.   go-getters

When a Frito-Lay salesperson, such as the one shown in the photo above, takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers’ shelves, what form of buying decision does the manager engage in?

a.   new buy

b.   modified rebuy

c.   straight rebuy

d.   team rebuy

e.   need rebuy

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

a.   an outside order taker

b.   an order getter

c.   a missionary salesperson

d.   a sales engineer

e.   an inside order taker

On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle selecting the products he needed.  He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pair of socks.  Interestingly, the only salesperson Krause encountered was the person at the checkout counter.  The checkout person at Target is an example of a(n) __________.

a.   inside order getter

b.   outside order getter

c.   temporary order getter

d.   inside order taker

e.   outside order taker

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

a.   inbound telemarketing

b.   outbound telemarketing

c.   outbound videoconferencing

d.   interactive marketing

e.   multichannel selling

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.  This telephone number is an example of __________.

a.   interactive marketing

b.   multichannel selling

c.   outbound telemarketing

d.   social networking

e.   inbound telemarketing

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website, the firm was using __________.

a.   interactive marketing

b.   multichannel selling

c.   inbound telemarketing

d.   outbound telemarketing

e.   social networking

When Jason called the toll-free number to order two children’s books from the Chinaberry catalog, the firm was using __________.

a.   social networking

b.   interactive marketing

c.   multichannel selling

d.   inbound telemarketing

e.   outbound telemarketing

Which form of personal selling has the lowest requirement for problem solving?

a.   order taker

b.   order getter

c.   sales engineer

d.   missionary salesperson

e.   partnership selling

An order getter refers to __________.

a.   a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers

c.   a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers’ use of a product or service

d.   a person on the selling team who is responsible for obtaining qualified leads

e.   a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

Which of the following statements regarding order getters is most accurate?

a.   Order getters need a high degree of creativity.

b.   Order getters often replenish a retailer’s inventories.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing.

c.   Order getters require considerable product knowledge.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters are most often used in new-buy or modified rebuy situations.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing

c.   Order getters typically process reorders for products already sold by the company.

d.   Order getter sales calls traditionally require the lowest financial investment from the firm.

e.   Order getter sales calls traditionally require a high per-sales-call cost.

Industry research shows that outside order getters, or field service representatives, often work over __________ per week.

a.   30 hours

b.   50 hours

c.   55 hours

d.   60 hours

e.   65 hours

What percentage of a sales representative’s time is spent selling?

a.   32 percent

b.   41 percent

c.   48 percent

d.   53 percent

e.   55 percent

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ is devoted to administrative tasks, meetings, service calls, travel, and training.

a.   5  percent

b.   10 percent

c.   16 percent

d.   21 percent

e.   28 percent

It is estimated that the average cost of a single field sales call on a business customer is about __________, factoring in salespeople compensation, benefits, and travel-and-entertainment expenses.

a.   $150

b.   $250

c.   $300

d.   $350

e.   $400

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

a.   missionary selling

b.   outbound telemarketing

c.   cold canvassing

d.   inbound telemarketing

e.   team selling

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

a.   $10 to $15

b.   $15 to $20

c.   $20 to $25

d.   $30 to $40

e.   $40 to $50

Missionary salespeople are __________.

a.   salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services

b.   salespeople who process routine orders for products that are presold by the company

c.   salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer’s use of the product or service

d.   people on the selling team who are responsible for obtaining qualified leads

e.   sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

a.   inside order takers

b.   missionary salespeople

c.   outside order getters

d.   sales engineers

e.   outbound telemarketers

Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

a.   missionary salespeople

b.   sales engineers

c.   outside order getters

d.   inside order getters

e.   outbound telemarketers

Norma Adler works for Tyco Healthcare.  Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.  Although Adler is part of her company’s salesforce, she does not directly solicit orders.  Adler is what type of salesperson?

a.   an inside order taker

b.   an outside order getter

c.   a missionary salesperson

d.   a sales engineer

e.   a sales team coordinator

A sales engineer is a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that are presold by the company

c.   salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer’s use of a product or service

d.   person on the selling team who is responsible for supervising his or her company’s R&D expenditures

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services, is referred to as a __________.

a.   specialized order taker

b.   designated order getter

c.   missionary salesperson

d.   sales engineer

e.   sales technician

The practice of using a group of professionals in selling to and servicing major customers refers to __________.

a.   cooperative selling

b.   missionary sales

c.   sales engineering

d.   team selling

e.   partnership selling

Team selling refers to the practice of __________.

a.   using an entire team of professionals in selling to and servicing major customers

b.   sending an entire team of a firm’s sales representatives into the field

c.   combining the expertise and resources of buyers and sellers to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer

d.   sending a group of sales representatives to concentrate on performing promotional activities and introducing new products

e.   assigning a team of sales representatives, each with his or her own unique product, to the same geographic sales territory to ensure that the company can meet the needs of these customers

Team selling would most likely be used by a company that sells __________.

a.   file cabinets

b.   washing machines

c.   dining room tables

d.   four-wheel drive sports utility vehicle (SUVs)

e.   sophisticated computer systems

TransWave International is a company that markets patented electronic sensors as an early warning device for locating potential problems with buried pipelines.  TransWave sends an environmental expert, a safety engineer, a legal representative to explain new regulations enacted by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it meets with a prospect.  This is an example of how TransWave uses __________.

a.   partnership selling

b.   order getting

c.   functional selling

d.   sales engineering

e.   team selling

The two basic forms of team selling are __________.

a.   augmented selling and integrated selling

b.   enterprise selling and strategic alliance selling

c.   cross-functional teams and cross-tier teams

d.   conference selling and seminar selling

e.   network selling and matrix selling

A method of selling in which a salesperson and other company resource people meet with buyers to discuss problems and opportunities is referred to as __________.

a.   conference selling

b.   team selling

c.   seminar selling

d.   outbound telemarketing

e.   formula selling

In conference selling, __________.

a.   buyers and sellers meet through a technology-based forum (telephone or video conference call such as WebEx, etc.) because person-to-person meetings are too expensive due to the cost of air travel

b.   the sale has already been finalized but the buyer and seller meet to discuss delivery details

c.   a salesperson and other company resource people meet with buyers to discuss problems and opportunities

d.   a company team conducts an educational program for a customer’s technical staff, describing state-of-the-art developments

e.   a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, and Salesforce.com

Seminar selling is a method of personal selling in which __________.

a.   the company provides a free audit of the buyers’ purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors

b.   a group of the organization’s R&D personnel conducts a product demonstration and training seminar for all major customers

c.   salespeople and other company resource people meet with buyers to discuss problems and opportunities

d.   a company sales team conducts an educational program for a customer’s technical staff to describe state-of-the-art developments

e.   a company selling services tries to overcome the problems associated with the intangibility of service

FloNetwork, Inc. is a company that has developed automation solutions for electronic marketing.  Its software is able to handle all aspects of permission marketing-based campaigns from list generation and e-mail deployment to real-time tracking and in-depth analysis.  To sell its system, the company conducts educational programs targeted to the technical staff in a prospective customer’s information technology (IT) department to discuss recent technological developments with the product.  In this situation, FloNetwork uses __________.

a.   partnership selling

b.   seminar selling

c.   conference selling

d.   sales engineers

e.   formula selling

Today, __________ of companies employ cross-functional teams of professionals to work with customers to improve relationships, find better ways of doing things, and, of course, create and sustain value for their customers.

a.   15%

b.   20%

c.   45%

d.   75%

e.   90%

Many firms such as Xerox use a cross-functional sales practice known as __________.

a.   collaborative selling

b.   team selling

c.   cooperative selling

d.   account selling

e.   formula selling

DuPont assigned chemists, sales and marketing executives, and regulatory specialists to create an herbicide for corn growers that recorded sales of $57 million in its first year.  This type of sales approach is referred to as __________.

a.   partnership selling

b.   missionary selling

c.   team selling

d.   order taking

e.   formula selling

Procter & Gamble uses teams of marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products.  This type of sales approach is called __________.

a.   partnership selling

b.   missionary selling

c.   order taking

d.   team selling

e.   formula selling

FedEx uses sales personnel, carrier management specialists, and engineering and administrative executives who continually find ways to improve the technology of shipping goods across town and around the world.  This type of sales approach is called __________.

a.   team selling

b.   formula selling

c.   partnership selling

d.   missionary selling

e.   order taking

The personal selling process encompasses __________ distinct selling stages.

a.   3

b.   4

c.   5

d.   6

e.   7

Sales activities occurring before, during, and after the sale itself, consisting of six stages, are referred to as __________.

a.   the new-product process

b.   the strategic marketing process

c.   the personal selling process

d.   the consumer purchase decision process

e.   relational selling

The personal selling process refers to__________.

a.   the activities that begin with the prospecting of potential leads and end with the final closing of a sale

b.   the three sales activities that include identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale

c.   the formalized sales protocol used by a company’s salesforce to ensure a consistent quality sales presentation

d.   the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up

e.   the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and arranging for payment

As shown in Figure 20-3 above, “A” is the__________ stage in the personal selling process.

a.   approach

b.   preapproach

c.   presentation

d.   prospecting

e.   follow-up

As shown in Figure 20-3 above, “B” is the__________ stage in the personal selling process.

a.   presentation

b.   approach

c.   prospecting

d.   follow-up

e.   preapproach

As shown in Figure 20-3 above, “C” is the__________ stage in the personal selling process.

a.   presentation

b.   follow-up

c.   prospecting

d.   preapproach

e.   approach

As shown in Figure 20-3 above, “D” is the__________ stage in the personal selling process.

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   approach

As shown in Figure 20-3 above, “E” is the__________ stage in the personal selling process.

a.   close

b.   preapproach

c.   follow-up

d.   approach

e.   presentation

As shown in Figure 20-3 above, “F” is the__________ stage in the personal selling process.

a.   presentation

b.   follow-up

c.   preapproach

d.   close

e.   approach

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “search for and qualify potential customers,” what stage of the personal selling process is the salesperson engaged in?

a.   presentation

b.   approach

c.   prospecting

d.   follow-up

e.   preapproach

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “gather information and decide how to approach the prospect,” what stage of the personal selling process is the salesperson engaged in?

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   approach

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “gain a prospect’s attention, stimulate interest, and make transition to the presentation,” what stage of the personal selling process is the salesperson engaged in?

a.   presentation

b.   follow-up

c.   prospecting

d.   preapproach

e.   approach

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “begin converting a prospect into a customer by creating a desire for the product or service,” what stage of the personal selling process is the salesperson engaged in?

a.   approach

b.   preapproach

c.   presentation

d.   prospecting

e.   follow-up

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “obtain a purchase from the prospect and create a customer,” what stage of the personal selling process is the salesperson engaged in?

a.   preapproach

b.   close

c.   follow-up

d.   approach

e.   presentation

Figure 20-3 above shows there are six stages in the personal selling process (“A” through “F”) along with the objective(s) of each stage.  If the salesperson’s objective is to “ensure that the customer is satisfied with the product or service,” what  stage of the personal selling process is the salesperson engaged in?

a.   follow-up

b.   prospecting

c.   presentation

d.   preapproach

e.   close

Personal selling begins with the __________ stage. 

a.   lead

b.   presentation

c.   preapproach

d.   prospecting

e.   follow-up

The search for and qualification of potential customers during the personal selling process is referred to as the __________ stage.

a.   prospecting

b.   customer mining

c.   lead initiation

d.   cold calling

e.   gleaning

What are the three types of prospects?

a.   leads, prospects, and buyers

b.   leads, prospects, and qualified prospects

c.   cold, warm, and hot

d.   awareness, trial, and adoption

e.   primary leads, secondary leads, and final leads

The name of a person who may be a possible customer is referred to as a __________.

a.   hot lead

b.   cold call

c.   lead

d.   prospect

e.   qualified prospect

The customer who wants or needs the product is referred to as a __________.

a.   hot lead

b.   cold call

c.   lead

d.   prospect

e.   qualified prospect

A __________ is an individual that wants a product, can afford to buy it, and is the decision maker.

a.   qualified prospect

b.   customer

c.   lead

d.   prospect

e.   gatekeeper

If an individual wants the product, can afford to buy it, and is the decision maker, this individual is referred to as a(n) __________.

a.   activated lead

b.   proactive buyer

c.   lead

d.   hot prospect

e.   qualified prospect

Which of the following statements describes the major difference between a prospect and a qualified prospect?

a.   Prospects are more likely than qualified prospects to become customers.

b.   During the sales presentation, prospects are more likely to raise objections than qualified prospects.

c.   There are generally more qualified prospects than prospects.

d.   Prospects have the need or desire for your product. Qualified prospects have not only the need or desire for your product, but also the ability and authority to purchase it.

e.   A qualified prospect has purchased your product in the past and a prospect has not.

Alice Faulkner is a professional salesperson.  She earns her living by selling advertising for The New York Times newspaper.  In addition to selling advertising to her regular accounts, Alice is responsible for generating new advertising accounts for the newspaper.  In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects.  How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

a.   Qualified prospects have an interest in buying display advertising in the paper.

b.   Qualified prospects have the money to buy display advertising in the paper.

c.   Qualified prospects have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision.

d.   Qualified prospects have the authority to influence decision makers.

e.   Qualified prospects read the newspaper daily and recognize that it is a good advertising medium.

All of the following tactics are used to generate leads EXCEPT __________.

a.   cold canvassing

b.   suggestive selling

c.   toll-free numbers

d.   coupons

e.   trade shows

Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

a.   data mining

b.   preapproach

c.   approach

d.   presentation

e.   prospecting

A method of selling in which a salesperson makes a telephone call or visits  a prospective customer without a referral is called __________. 

a.   team selling

b.   cold calling

c.   seminar selling

d.   formula selling

e.   conference selling

Another name for cold calling is _____.

a.   cold canvassing

b.   seminar selling

c.   conference selling

d.   sales managed selling

e.   trial-close selling

Which of the following statements regarding cold canvassing is most accurate?

a.   Currently there are no federal regulations regarding cold canvassing.

b.   In general, cold canvassing is effective only for costly items.

c.   Cold calling is the most common type of sales prospecting both in Asia and Latin America.

d.   About 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy.

e.   The Telephone Consumer Protection Act not only protects citizens, it ensures the rights of telemarketers to call anyone listed in a public directory, whether they choose to be called or not.

Russ Berry Company is a company that makes gifts and collectibles.  When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops.  When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call.  The company’s sales rep is using _________ to find prospects.

a.   stimulus-response selling

b.   order taking

c.   cold canvassing

d.   formula selling

e.   closing

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform.  Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services.  In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

a.   stimulus-response selling

b.   “handshaking”

c.   cold canvassing

d.   closing

e.   traffic generation

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and fines are imposed for violations.

a.   Do Not Disturb Registry

b.   Do Not Call Registry

c.   Do Not Interrupt Registry

d.   Do Not Infringe Registry

e.   Do Not Agitate Registry

In the personal selling process, a telemarketer for a life insurance firm calls and asks the head of the household, “If you were to die tomorrow, would your family be cared for?” This telemarketer is engaged in the __________ stage.

a.   stimulus-response selling

b.   closing the sale

c.   prospecting

d.   order taking

e.   creating a preapproach

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.   stimulus-response selling

e.   prospecting  

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   close

What would most likely occur at the preapproach stage in a business selling situation?

a.   The order getter would make initial contact with the order taker.

b.   The search for and qualification of prospects would begin.

c.   The initial meeting would transpire and business would be concluded.

d.   A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy.

e.   The buying role of the prospect, important buying criteria, and the prospect’s receptivity to a presentation would be determined.

The preapproach stage of the personal selling process is especially important in __________.

a.   international sales

b.   government sales

c.   high technology product sales

d.   high-ticket item sales

e.   the sale of services

Identifying the buying role of the prospect would be typically done at the __________ stage of the personal selling process.

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   closing

Which of the following statements regarding the preapproach stage for international selling is most accurate?

a.   Customs rarely influence a preapproach protocol.

b.   The preapproach stage is shorter and less intensive than with domestic consumers.

c.   Customs are very important in dictating appropriate protocol.

d.   In most cases, the buyer rather than the seller initiates the contact between seller and buyer.

e.   Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead.

During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter.

a.   prospecting

b.   preapproach

c.   approach

d.   presentation

e.   closing

At the __________ stage in the personal selling process, a salesperson gains a prospect’s attention, stimulates interest, and builds the foundation for the sales presentation itself.

a.   approach

b.   prospecting

c.   preapproach

d.   qualifying

e.   trial close

In the __________ stage of the personal selling process, the first impression is especially critical.

a.   prospecting

b.   preapproach

c.   approach

d.   close

e.   follow-up

In the __________ stage of the personal selling process, the cultural setting is very important.

a.   presentation

b.   prospecting

c.   prospecting

d.   approach

e.   close

In many societies outside the United States, during the __________ stage of the personal selling process, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers.

a.   close

b.   approach

c.   preapproach

d.   presentation

e.   prospecting

Consider the Personal Selling Process Photo A shown above.  Exchanging business cards in Asia is done according to the customs and norms of the country or region of the buyer.  This protocol is considered important during which stage of the personal selling process?

a.   presentation

b.   follow-up

c.   preapproach

d.   close

e.   approach

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 he or she is selling.

a.   preapproach

b.   approach

c.   presentation

d.   close

e.   follow-up

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service.

a.   presentation

b.   approach

c.   follow-up

d.   preapproach

e.   close

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format.

a.   cold call format

b.   formula selling format

c.   stimulus-satisfaction format

d.   stimulus-selling format

e.   persuasive sales format

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________.

a.   cold call format

b.   stimulus-satisfaction format

c.   stimulus-selling format

d.   need-satisfaction format

e.   persuasive sales format

Which presentation format assumes that given the appropriate prompts by a salesperson, the prospect will buy?

a.   formula selling presentation

b.   stimulus-response presentation

c.   stimulus-satisfaction presentation

d.   stimulus-selling presentation

e.   persuasive sales presentation

A stimulus-response presentation refers to a format that __________.

a.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

b.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

c.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

e.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

In a __________ presentation, the salesperson tries one appeal after another, hoping to “hit the right button.”

a.   formula selling

b.   persuasive sales

c.   stimulus-satisfaction

d.   stimulus-response

e.   stimulus-selling

A waitress at a Chili’s restaurant uses a __________ when she asks a family if they have any room left for dessert.

a.   formula-selling

b.   need-satisfaction selling

c.   consultative selling

d.   transactional  sales presentation

e.   stimulus-response presentation

A salesclerk at L. L. Bean uses __________ when he asks customers if they also need a pair of hiking socks with the purchase of their mountain boots.

a.   a stimulus-response presentation

b.   a transactional sales presentation

c.   need-satisfaction selling

d.   consultative selling

e.   formula selling

A sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as __________.

a.   a formula selling presentation

b.   a stimulus-buy presentation

c.   a stimulus-satisfaction presentation

d.   a stimulus-selling presentation

e.   suggestive selling

Suggestive selling is a form of the  __________ presentation.

a.   formula-selling

b.   stimulus-response

c.   needs-satisfaction

d.   hard-sell

e.   formalized-sales

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if “they have left any room left for dessert.”

a.   inquiry selling

b.   formula selling

c.   suggestive selling

d.   method selling

e.   a canned sales presentation

Harry goes to the local Staples store to purchase a laptop computer.  He asks the salesclerk many questions, compares various models on display, and decides on the Sony Vaio.  The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer.  This is an example of _____ selling.

a.   inquiry

b.   formula

c.   method

d.   suggestive

e.   need-satisfaction      

A selling format that consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect is referred to as a__________.

a.   traditional hard sell

b.   formula selling presentation

c.   stimulus-response presentation

d.   needs-satisfaction presentation

e.   straight rebuy sales-pitch

A formula selling presentation refers to a format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   relies on exhibits at trade shows, professional meetings, and conferences

When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following speech in her sales presentations: “Hello, Mr./Ms. (customer name).  My name is (your name here).  I’m calling on behalf of Paradise Candles.  We carry the best wax-burning mechanical candles available in the commercial decorating industry….”  Paradise instructed Tracy to use __________.

a.   a formula selling presentation

b.   a stimulus-response presentation

c.   a needs-satisfaction presentation

d.   suggestive selling

e.   consultative selling

A memorized, standardized message conveyed to every prospect is referred to as a __________.

a.   stimulus-response presentation

b.   canned sales presentation

c.   directed selling presentation

d.   mnemonic sales format

e.   standardized sales format

Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson?

a.   need-satisfaction presentation

b.   stimulus-response presentation

c.   cold canvassing

d.   canned sales presentation

e.   directed selling presentation

Which of the following statements describes a major drawback associated with a canned sales presentation?

a.   A canned sales presentation provides too little information to prospects.

b.   A canned sales presentation is difficult for inexperienced salespeople to use.

c.   A canned sales presentation allows little room for customer feedback.

d.   A canned sales presentation is too expensive and time consuming.

e.   A canned sales presentation lacks consistency.

The ________ presentation is a selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers.

a.   formula selling

b.   stimulus-response

c.   marketing concept

d.   relationship selling

e.   need-satisfaction

A selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers is referred to as a __________ presentation.

a.   need-satisfaction

b.   formula selling

c.   stimulus-response

d.   relationship selling

e.   marketing concept

A need-satisfaction presentation refers to a presentation format that __________.

a.   uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently

b.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

c.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

d.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

e.   builds ties to customers based on a salesperson’s attention and commitment to customer needs

The ___________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building.

a.   canned sales

b.   formula selling

c.   persuasive selling

d.   need-satisfaction

e.   stimulus-response

Two selling styles associated with the need-satisfaction presentation format are __________.

a.   adaptive selling and confrontational selling

b.   adaptive selling and consultative selling

c.   suggestive selling and canned selling

d.   adaptive selling and suggestive selling

e.   suggestive selling and consultative selling

The car salesman was overheard saying the following words to a prospective customer: “What type of driving do you do?”  “How many people will you usually have riding in your car?”  “Maybe you should look at vans instead of sedans.”  From this information, you should recognize that the car salesman was using a __________ presentation.

a.   stimulus-response

b.   formula selling

c.   need-satisfaction

d.   persuasive selling

e.   canned sales

Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers.  The salespeople for this company are trained to ask probing questions such as, “What are the decorating trends in this region?” and “What are you doing to take advantage of this trend?”  This company trains its salespeople to develop a sales presentation style that emphasizes the needs and wants of its retailers.  Once key needs have been uncovered, the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products.  Davidson-Uphoff’s salespeople are learning the __________ selling format.

a.   need-satisfaction

b.   formula

c.   stimulus-response

d.   creative

e.   problem resolution

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as __________ selling.

a.   relationship

b.   adaptive

c.   consultative

d.   proactive

e.   cooperative

Adaptive selling refers to a presentation format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________ selling.

a.   personal

b.   team

c.   formula

d.   adaptive

e.   missionary

Consider the Personal Selling Process Photo B shown above.  Selling that involves adjusting the presentation to fit the selling situation is known as __________ selling.

a.   team

b.   personal

c.   adaptive

d.   need-satisfying

e.   one-on-one

As a salesperson asks questions about a prospect’s transportation system, the prospect says, “What I really want is reliable transportation at the lowest price I can get.”  The salesperson stops asking questions and pulls out a comparative price list that shows her company’s transportation is the lowest priced and most reliable on the market.  The salesperson has engaged in __________ selling.

a.   adaptive

b.   suggestive

c.   formula

d.   consultative

e.   relationship

Consultative selling refers to a presentation format that __________.

a.   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers

b.   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution

c.   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

d.   assumes that given the appropriate stimulus by a salesperson, the prospect will buy

e.   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

A need-satisfaction presentation format that focuses on problem identification, in which the salesperson serves as an expert on problem recognition and resolution, is referred to as __________ selling.

a.   adaptive

b.   suggestive

c.   formula

d.   consultative

e.   relationship

With __________ selling, problem solutions are not simply a matter of choosing from an array of existing products or services.  Rather, novel solutions often arise, thereby creating unique value for the customer.

a.   adaptive

b.   formula

c.   consultative

d.   suggestive

e.   relationship

Consultative selling style is very prominent in __________ marketing.

a.   business-to-business

b.   business-to-government

c.   consumer-to-consumer

d.   consumer-to-business

e.   consumer-to-government

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide.  Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer.  The Microsoft expert is engaged in __________ selling.

a.   relationship

b.   formula

c.   suggestive

d.   adaptive

e.   consultative

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer’s business needs.  Buyers think of a solution to a business problem as one that meets their requirements, is designed to uniquely solve their problem, can be implemented, and __________.

a.   ensures follow-up

b.   can be evaluated

c.   is financially equitable

d.   is easy to use

e.   is sustainable

There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer’s requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3) __________.

a.   it is ultimately the customer who converts a lead into a sale

b.   only customers knows how much they are will to pay for any given solution

c.   consultative selling is central to providing novel solutions for customers, thereby creating value for them

d.   only the salesperson knows when the solution has finally been found

e.   customers are better able to articulate their problems and solutions than sellers

Excuses for not making a purchase commitment or decision are referred to as __________.

a.   rationalizations

b.   equivocations

c.   refusals

d.   objections

e.   qualifications

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; agree and neutralize; accept the objection; denial; and __________.

a.   redirect the conversation

b.   ignore the objection

c.   probe by asking additional questions

d.   defer to a supervisor

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; agree and neutralize; __________; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   probe by asking additional questions

d.   accept the objection

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; postpone; __________; accept the objection; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   agree and neutralize

d.   probe by asking additional questions

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

a.   postpone

b.   redirect the conversation

c.   defer to a supervisor

d.   probe by asking additional questions

e.   distract by identifying competitor shortcomings

There are six commonly used techniques to deal with objections: __________; agree and neutralize; accept the objection; denial; and ignore the objection.

a.   redirect the conversation

b.   defer to a supervisor

c.   probe by asking additional questions

d.   distract by identifying competitor shortcomings

e.   acknowledge and convert the objection

Which of the following statements should the salesperson use to acknowledge and convert the prospect’s objection into a reason for buying?

a.   “I think I might be able to explain that better to you after showing you this diagram.”

b.   “Yes, you’re right, it is lighter but that is done intentionally to make your work easier.”

c.   “That’s true.  It does have a shorter shelf life, but that really hasn’t been a problem.  It is so popular it never stays on the shelf that long anyway.”

d.   “Where did you hear that?  Your source must have erroneous information.”

e.   “As I was saying, ….”

Which of the following statements should the salesperson use to postpone a prospect’s objection?