Q&A Hero

Q: 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

Q: The Xerox salesforce is divided into four __________ organizations. a. profit b. geographic c. customer d. market e. product life cycle

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the sixth stage, the salesperson continues to meet and communicate with the client to __________. a. remove all competitors' products from the clients' offices b. sell ancillary and complementary products c. provide assistance and monitor the effectiveness of the installed solution d. request leads for other potential sales e. offer special price incentives for future pre-buys

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the fifth stage, the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale). a. a soft close b. an interrogative close c. an urgency close d. an action close e. a conditional close

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the fourth stage, as the presentation begins, the salesperson __________. a. explains why competitor's products are inferior b. summarizes relevant information about potential solutions c. requests a meeting with the company gatekeeper d. requests a meeting with the official buyer to determine the possibility of a sale e. gets a signed document or confirmation of the sale

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the third stage, a Xerox sales representative approaches the prospect and suggests __________. a. several product alternatives b. several solutions to perceived problems the salesforce has identified c. different pricing options d. a meeting and presentation e. a visit to corporate headquarters for a complete tour of the facilities

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the second stage, the salesforce prepares for a presentation by __________. a. having a cross-functional team conference before each customer encounter b. preparing state of the art presentations about the newest Xerox printer technologies c. familiarizing themselves with the potential client and its document needs d. secretly visiting the client as a "mystery shopper" to uncover any potential problems of which the firm may be unaware e. role-playing different possible scenarios that might occur during the actual sales presentation

Q: 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

Q: The sales process at Xerox typically follows the six stages of the personal selling process. During the first stage, Xerox identifies potential clients through __________. a. responses to advertising, referrals, and telephone calls b. sending their salesforce to visit competitors' customers c. sending their salesforce to visit former customers to win them back d. an agreement with local repair shops that supply customer information in exchange for the right to carry Xerox products in their stores e. selling printer paper with the Xerox watermark to create brand awareness

Q: 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

Q: 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. a. multi-tiered sales system b. salesforce automation system c. product-oriented sales organization d. geographic-oriented sales organization e. consultative selling model

Q: 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

Q: What was responsible for reversing Xerox's decline? a. frequent sales calls on its retailers to build trust b. a sales organization that focused on customer relationships c. the gathering of competitive intelligence d. a reactive approach to establishing channels of distribution e. the effective use of cold canvassing sales calls

Q: 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

Q: Perhaps the greatest impact on salesforce communication is the application of __________ technology. a. Internet b. facsimile c. voice-mail d. smartphone e. web camera

Q: 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

Q: Facsimile, e-mail, and voice mail are common __________ technologies salespeople use today. a. tablet device b. communication c. cutting-edge d. computer e. social media

Q: 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

Q: A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for their computerized tomography (CT) and magnetic resonance imaging (MRI) scanners. With it, the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company's products in operation as well as narrated testimonials from satisfied customers. Such technological capabilities have made it effective both for sales presentations and for training salespeople. This is an example of the use of ___________. a. specialized order takers b. sales management principles c. customer relationship management d. salesforce technology e. account management policies

Q: 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.

Q: Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers. The use of __________ helps the Timex salesforce provide customer service. a. time management b. order processing c. technology d. proposal generation e. WebEx

Q: 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.

Q: Salespeople for Godiva Chocolates use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Godiva personnel and customers. The use of __________ helps the Godiva salesforce provide customer service. a. technology b. time management software c. order processing software d. proposal presentation software e. salesforce networking

Q: 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.

Q: Hewlett-Packard recently shifted its entire U.S. salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/copier, mobile phone, two phone lines, and office furniture. Such decreased selling costs are among the benefits of __________. a. direct selling b. inbound teleselling c. salesforce networking d. account management policies e. salesforce automation

Q: 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.

Q: Salesforce automation is the use of _________ to make the sales function more efficient and effective. a. workload method b. territory matrixes c. sales equity formulas d. technology e. policies

Q: 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

Q: SFA is an acronym for __________. a. sales force automation b. sales factory automation c. sales flexible automation d. sales functional automation e. sales frequency automation

Q: 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

Q: The use of computer, information, communication, and Internet technologies to make the sales function more effective and efficient is referred to as____________. a. automated selling b. direct selling c. salesforce automation d. salesforce computerization e. salesforce networking

Q: 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

Q: As a 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 that __________. a. the salesperson has not been working hard enough b. the salesperson is selling too many high margin products c. the salesperson's sales quota is too low d. the salesperson is selling too many low margin products e. the salesperson's sales quota is too high

Q: 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

Q: MooreChem created a marketing dashboard for each of its sales representatives. These dashboards included seven measuressales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction. Each metric was gauged to show actual salesperson performance __________. a. in terms of company rank b. relative to the rest of the sales team c. relative to target goals d. plus expectations for the next two years e. based upon previous years of experiences

Q: 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

Q: About 60 percent of U.S. companies now include customer satisfaction as a __________ measure of salesperson performance. a. demonstrative b. sensitive c. cognitive d. emotional e. behavioral

Q: 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

Q: About 60 percent of U.S. companies now include __________ as a behavioral measure of salesperson performance. a. the ability to read body language b. customer satisfaction c. the ability to form analogies d. the ability to manage budgets e. a harnessed need for power or authority

Q: 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

Q: About __________ of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance. a. 30% b. 40% c. 50% d. 60% e. 70%

Q: 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

Q: 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. a. attitude b. patience c. intelligence d. personal values e. personal ethics

Q: 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

Q: All of the following are behavioral measures that are used to evaluate salespeople EXCEPT __________. a. attitude b. product knowledge c. sales d. communication skills e. appearance

Q: 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

Q: A sales quota contains goals, such as sales produced, accounts generated, profit achieved, and/or __________. a. sales of specific products b. new clients contacted c. reports filed d. complaints received e. customer enquiries

Q: Inside order takers are also referred to as __________. a. managers b. directors c. missionaries d. salesclerks e. go-getters

Q: A sales quota identifies _____. a. the ratio of sales calls made to actual sales closed b. the minimum number of sales that must be made before a salesperson can be paid c. the maximum threshold for satisfactory performance during an annual performance evaluation d. the maximum number of sales that can be made before receiving a commission on sales e. the specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period

Q: Frito-Lay Photo 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

Q: A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period. a. sales call report b. selling expense report c. sales quota d. last year/current year sales ratio report e. salesforce plan

Q: 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 customers60 percent of his work week, and (2) receive orders from customers and complete the transactions40 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

Q: Quantitative assessments of sales performance may be based on output-related measures, such as __________. a. dollar or unit sales volume, last year/current year sales ratio, and new accounts generated b. sales calls, selling expenses, and account management policies c. selling expenses, profits generated, and emotional intelligence quotient d. new lead generation, sales quotas, and sales increases over the previous evaluation period e. recruitment, selection, and training of new sales representatives

Q: 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

Q: Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan, such as those involving __________. a. new sales, new lead generation, and customer billing b. sales calls, selling expenses, and account management policies c. selling expenses, profits generated, and account management policies d. new lead generation, sales quotas, and sales increases over the previous evaluation period e. recruitment, selection, and training of new sales representatives

Q: 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

Q: ____________ gives its outstanding salespeople some unconventional rewards that include new pink Cadillacs and jewelry. a. The Home Shopping Network b. General Motors c. Tupperware d. World Book Encyclopedia e. Mary Kay Cosmetics

Q: 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

Q: Which of the following statements regarding salesforce compensation plans is most accurate? a. The most preferred compensation plan among sales people is the straight commission plan. b. Nonmonetary rewards are not very effective as salesforce motivators. c. New recruits are often more productive than seasoned professionals. d. Ineffective practices often lead to costly salesforce turnovers. e. The expense of training a new salesperson, including the cost of lost sales, is still lower than having to use a salary plus commission plan.

Q: 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

Q: White Chemical Company is examining its selling strategy and one of the issues that needs attention is the role its sales staff has in undertaking sales support (non-selling) 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? a. Provide a base salary and a commission on sales generated. b. Give a raise to every salesperson as a motivational incentive. c. Provide year-end bonuses to reward the salesforce personnel who perform the best. d. Offer straight salaries and give raises if the sales go up. e. Offer straight commission and if sales improve, raise the commission rates.

Q: 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

Q: The most frequently used compensation plan for salespeople is the __________ compensation plan. a. straight salary b. straight commission c. combination d. weighted e. market share

Q: 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

Q: With a __________ compensation plan, a salesperson is paid a specified salary plus a commission on sales or profits generated. a. sales response b. combination c. straight sales d. straight commission e. market share

Q: 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

Q: After completing an 18-week sales training program, Joshua was told, "You will be paid 4 percent on net dollar volume up to $10 million. Sales in excess of $10 million command a rate of 6 percent." The company Joshua works for is using a __________ compensation plan for him after completing the sales training program. a. sales response b. combination c. straight sales d. straight commission e. market share

Q: 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

Q: A straight commission compensation plan is well-suited to sales positions in which __________. a. nonselling activities are minimal b. there is lively competition in the industry c. no technological background is necessary d. most salespeople are working towards management positions e. extensive nonselling activities are essential for closing a sale

Q: 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

Q: A disadvantage of a straight commission compensation plan is that __________. a. it provides incentive to expand sales volume b. it can discourage salespeople from providing customer service c. it includes nonselling activities that take time away from selling d. the overall compensation is usually lower than a straight salary compensation plan e. it is difficult to administer

Q: 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

Q: Which type of compensation plan provides the maximum amount of selling incentive? a. sales response b. market share c. combination d. straight sales e. straight commission

Q: Partnership selling is sometimes referred to as __________. a. enterprise selling b. transactional selling c. strategic selling d. creative selling e. synergistic selling

Q: With a __________ compensation plan, a salesperson's earnings are directly tied to sales or profits generated. a. sales response b. combination c. straight sales d. straight commission e. market share