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Q:
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
Q:
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
Q:
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.
Q:
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
Q:
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
Q:
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.
Q:
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
Q:
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
Q:
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
Q:
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
Q:
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
Q:
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
Q:
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.
Q:
Another name for cold calling is_____.
a. cold canvassing
b. seminar selling
c. conference selling
d. sales managed selling
e. trial-close selling
Q:
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
Q:
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
Q:
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
Q:
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.
Q:
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.
Q:
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
Q:
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
Q:
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
Q:
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
Q:
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
Q:
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
Q:
Personal selling begins with the __________ stage.
a. lead
b. presentation
c. preapproach
d. prospecting
e. follow-up
Q:
Figure 1.
Figure 1. 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
Q:
Figure 1.
Figure 1. 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
Q:
Figure 1.
Figure 1. 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
Q:
Figure 1.
Figure 1. 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
Q:
Figure 1.
Figure 1. 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
Q:
Explain the selling model that Xerox uses.
Q:
Figure 1.
Figure 1. 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
Q:
List the four things that research suggests will produce a motivated salesperson.
Q:
Figure 1.
As shown in Figure 1. above, "F" is the__________ stage in the personal selling process.
a. presentation
b. follow-up
c. preapproach
d. close
e. approach
Q:
In the context of a salesperson's position, describe what a job description is. In the answer, describe the six attributes that it purports to explain.
Q:
Figure 1.
As shown in Figure 1. above, "E" is the__________ stage in the personal selling process.
a. close
b. preapproach
c. follow-up
d. approach
e. presentation
Q:
Identify the three major tasks involved in implementing a sales plan.
Q:
Figure 1.
As shown in Figure 1. above, "D" is the__________ stage in the personal selling process.
a. follow-up
b. prospecting
c. presentation
d. preapproach
e. approach
Q:
ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion. At one time, its salesforce was organized by product: generators, boilers, transformers, and so forth. Each salesperson was an expert on the product line he or she sold. Then it adopted a customer organizational structure. Why might ABB have made this change?
Q:
Figure 1.
As shown in Figure 1. above, "C" is the__________ stage in the personal selling process.
a. presentation
b. follow-up
c. prospecting
d. preapproach
e. approach
Q:
One of the first sales management decisions a firm must make is whether the company should build its own salesforce or hire independent agents such as manufacturers' representatives. Abacus Designs sells high-end furniture to retailers and needs to make this decision. Independent agents would receive a 5 percent commission on sales while a company salesforce would receive a 3 percent commission, salaries, and benefits. In addition, with company salespeople, sales administration costs would be incurred for a total fixed cost of $500,000 per year. At what sales level would independent salespeople be less costly?
Q:
Figure 1.
As shown in Figure 1. above, "B" is the__________ stage in the personal selling process.
a. presentation
b. approach
c. prospecting
d. follow-up
e. preapproach
Q:
Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.
Q:
Figure 1.
As shown in Figure 1. above, "A" is the__________ stage in the personal selling process.
a. approach
b. preapproach
c. presentation
d. prospecting
e. follow-up
Q:
Although firms may differ in the specifics of how salespeople are managed, the sales management process has many similarities across firms. Briefly describe the three interrelated functions of the sales management process.
Q:
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
Q:
Explain what occurs during the closing stage of the selling process and list the three types of close.
Q:
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
Q:
During the presentation stage, a salesperson may encounter objections. What are the six basic techniques for handling objections?
Q:
The personal selling process encompasses __________ distinct selling stages.
a. 3
b. 4
c. 5
d. 6
e. 7
Q:
Describe the need-satisfaction presentation format. In your answer, include the two selling styles that are common with this format.
Q:
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
Q:
What are the keys to effective need-satisfaction presentations?
Q:
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
Q:
What assumption does the stimulus-response presentation format make?
Q:
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
Q:
Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.
Q:
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
Q:
Explain the difference between a lead, a prospect, and a qualified prospect.
Q:
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%
Q:
What are the six stages of the personal selling process? What is the objective of each stage?
Q:
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
Q:
Explain the role of missionary salespeople and sales engineers in the selling process.
Q:
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
Q:
Explain the difference between order takers and order getters.
Q:
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
Q:
Explain the difference between relationship selling and partnership selling.
Q:
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
Q:
What are the three major roles of personal selling in a firm's overall marketing effort?
Q:
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
Q:
Explain the difference between personal selling and sales management.
Q:
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
Q:
Perhaps the most well-known component of Xerox's sales management process is its __________.
a. stellar business reputation
b. sustainability programs
c. sales representatives training program
d. challenging and dynamic environment
e. use of information technology
Q:
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
Q:
Xerox uses a __________ compensation plan to compensate its salesforce.
a. sales response
b. combination
c. straight salary
d. straight commission
e. sales function
Q:
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
Q:
At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox has a recognition program called the __________ in which the top performers are awarded a five-day trip to one of the top resorts in the world.
a. President's Club
b. Keener's Club
c. Prestige Club
d. Triumph Club
e. Kudos Club
Q:
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
Q:
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 __________.
a. distributors
b. indirect salesforce
c. order takers
d. direct salesforce
e. telemarketers