Q&A Hero

Q: The most basic of the three sales management functions is __________. a. sales plan analysis b. sales plan formulation c. sales plan objective d. sales plan evaluation e. sales plan implementation

Q: A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed is known as a __________. a. sales plan b. salesforce framework c. sales protocol d. workload plan e. sales assessment

Q: A sales plan refers to a __________. a. method of determining a fair and equitable compensation plan b. method of identifying the target markets that most closely meet the special skills of the salesforce c. method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size figure d. statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed e. method that specifies times and places for direct communications between salespeople and their supervisors

Q: Figure 1. Figure 1. above depicts the sales management process that involves three interrelated functions. "C" refers to __________. a. salesforce compensation b. sales plan implementation c. salesforce size determination d. salesforce evaluation e. salesforce training

Q: Figure 1. Figure 1. above depicts the sales management process that involves three interrelated functions. "B" refers to __________. a. sales plan implementation b. salesforce compensation c. salesforce size determination d. salesforce communication e. salesforce training

Q: Figure 1. Figure 1. above depicts the sales management process that involves three interrelated functions. "A" refers to __________. a. salesforce compensation b. salesforce size determination c. salesforce communication d. sales plan formulation e. salesforce training

Q: Sales management consists of three interrelated functions: (1) sales plan formulation; (2) __________; and (3) salesforce evaluation. a. salesforce compensation b. salesforce size determination c. sales plan implementation d. salesforce communication e. salesforce training

Q: Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation; and (3) salesforce evaluation. a. salesforce compensation b. sales plan formulation c. salesforce communication d. salesforce size determination e. salesforce training

Q: A representative from AT&T called Dr. Michaels after he switched to its new U-verse system. The firm wanted to make certain he was satisfied and asked if he had any questions concerning his new service. This is an example of a __________ call. a. assumptive b. preemptive c. follow-up d. prospecting e. courtesy

Q: 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. 25% b. 30% c. 40% d. 50% e. 75%

Q: At which stage in the personal selling process would the salesperson ask the customer whether he or she is satisfied with the product? a. assumptive close b. final close c. urgency close d. follow-up e. postpurchase evaluation

Q: In the personal selling process, the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage. a. urgency close b. follow-up c. assumptive close d. presentation e. trial close

Q: The final stage in the personal selling process is referred to as __________. a. presentation b. assumptive close c. trial close d. urgency close e. follow-up

Q: Russ Berry Company sells stuffed animals and holiday gifts. When its salesperson asks a retailer, "Do you want to order the two dozen assorted bears or two dozen white-only bears?" he has executed which stage of the selling process? a. approach b. presentation c. handling objections d. closing e. follow-up

Q: When a salesperson in the computer store asks, "Will that be charge or cash?", he has executed the _____ stage of the personal selling process. a. closing b. approach c. presentation d. handling objections e. follow-up

Q: Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers. When its salesperson told the prospect, "For this week only, we will pay the all the shipping costs for new customers," the salesperson was using a(n) __________ close. a. reactive b. assumption c. urgency d. consultative e. definitive

Q: An urgency close refers to __________. a. asking the prospect to make a decision on some aspect of the purchase b. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase c. making an exchange of money or other unit of value d. quickly committing the prospect by making references to the time limits of the purchase e. asking the prospect to make choices concerning delivery, warranty, or financing terms

Q: At the end of her sales presentation, the salesperson asks, "Will 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) __________ close. a. assumptive b. consultative c. proactive d. urgency e. adaptive

Q: An assumptive close refers to __________. a. asking the prospect to make a decision on some aspect of the purchase b. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase c. committing the prospect quickly by making references to the time limits of the purchase d. making an exchange of money or other unit of value e. asking the prospect to make choices concerning delivery, warranty, or financing terms

Q: Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n) __________ close. a. urgency b. preemptory c. presumptive d. trial e. final

Q: A trial close refers to __________. a. asking the prospect to make a decision on some aspect of the purchase b. allowing the prospect to use or lease the item on a limited temporary basis before making a final commitment of purchase c. committing the prospect quickly by making references to the time limits of the purchase d. making an exchange of money or other unit of value e. asking the prospect to make choices concerning delivery, warranty, or financing terms

Q: Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are __________ closes. a. assumptive, trial, and presumptive b. trial, assumptive, and urgency c. presumptive, trial, and final d. trial, final, and urgency e. assumptive, presumptive, and final

Q: 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 __________. a. body language, statements, and questions b. questions, financial negotiation, and counteroffers c. negotiations, questions, and requests for assurance d. eye contact, body language, and requests for assurance e. questions, statements, and financial negotiations

Q: At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect? a. approach b. presentation c. closing d. follow-up e. sale

Q: Doug Ames sells Mercedes Benz automobiles. While making his sales presentation to a newly qualified prospect, the prospect said, "Doug, I would really like to buy the car, but you know, the price of the automobile is just too high." In order to answer the prospect's objection, Ames responded, "Sir, you are correct. The price of the Mercedes Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car, the high resale value of the car, the dependability, and the prestige associated with the Mercedes Benz. What technique did Ames use to handle the prospect's objection? a. the postpone technique b. the agree and neutralize technique c. the denial technique d. the accept the objection technique e. the acknowledge and convert technique

Q: Which of the following statements should the salesperson use as a denial response to a prospect's objection? 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, "u00a6."

Q: You respond by saying 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. postpone b. denial c. agree and neutralize d. ignore e. convert

Q: Which of the following statements should the salesperson use to accept the objection? 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, "u00a6."

Q: Which of the following statements should the salesperson use to agree with and neutralize an objection? 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, "u00a6."

Q: During the sales presentation, the prospect interrupted the salesperson's presentation and said, "Wait a minute. This looks like it's going to cost too much." The salesperson responded, "I think you"ll be delighted with how relatively inexpensive this program is. I"ll address the subject of price in just a moment." Which objection-handling technique has the salesperson used? a. acknowledge and convert the objection b. postpone c. agree and neutralize d. denial e. ignore the objection

Q: Which of the following statements should the salesperson use to postpone a prospect's objection? 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, "u00a6."

Q: 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, "u00a6."

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: Excuses for not making a purchase commitment or decision are referred to as __________. a. rationalizations b. equivocations c. refusals d. objections e. qualifications

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: Personal Selling Process Photo B 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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.

Q: 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

Q: 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

Q: 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"u00a6." 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: Suggestive selling is a form of the __________ presentation. a. formula-selling b. stimulus-response c. needs-satisfaction d. hard-sell e. formalized-sales

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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

Q: 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. presentationb. approachc. follow-upd. preapproache. close

Q: 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. preapproachb. approachc. presentationd. closee. follow-up

Q: Personal Selling Process Photo A 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

Q: 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

Q: In the __________ stage of the personal selling process, the cultural setting is very important. a. presentation b. prospecting c. prospecting d. approach e. close

Q: 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