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Exam 14: Personal Selling and Customer Service

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Question 111

Multiple Choice

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Which of the following statements about telemarketing is False?

A) Customer response to telemarketing is the same in both business markets and final consumer markets.
B) Telemarketing can extend personal selling efforts to new target markets.
C) Telemarketing can save time and money for the seller.
D) Telemarketing can increase the frequency of contact with current customers.
E) Telemarketing can provide needed support for customers in e-commerce situations.

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Question 112

Multiple Choice

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Which of the following sales force payment methods is best for SIMPLICITY?

A) Salary plus bonus plan
B) Value plan
C) Combination plan
D) Straight salary
E) None of these, i.e., all are equal.

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Question 113

Multiple Choice

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Customer service reps help:

A sales rep might use new software for ______________ to provide a competitive advantage.

Tamika White is a sales associate for a prestigious jewelry store. When she started with the store, she relied almost completely on serving customers who just happened to walk into the store and who knew exactly what they wanted-all she had to do was ring up the sale. With experience, she began to gather information about her customers and use them as a source of referrals. She now maintains a large database of her current customers, regularly communicates with them to keep track of their needs, and actively solicits referrals to new customers. When she gets a new referral, Tamika sends the prospective client an invitation to visit the store so that she can work with him/her personally. As a result, her sales are almost all from current customers and referrals, with almost no sales from casual "walk-in" customers. Tamika started out as a(n) __________________, but has now become a(n) _______________.

A sales manager who wishes to supervise and control his salespeople's activities closely should pay them a straight salary instead of a straight commission.

A producer's order taker may explain details, handle complaints, and train the customer's employees.

Jonquil, Inc., located in Walla Walla, Washington, is a major manufacturer of class rings for colleges. It is one of two ring companies trying to become the solely authorized class ring distributor for Carter Glass University in Virginia-a large university of over 25,000 students. When invited to make a sales presentation to the buying group at Carter Glass University, Jonquil sent the national vice-president of marketing, the national customer service director, the national design director, the regional sales manager, and the local sales representative in Virginia. During the sales presentation, each person discussed what role he/she would have in serving the Carter Glass University account. Jonquil, Inc. seems to be doing:

The specific sales or profit objective a salesperson is expected to achieve is known as a:

Elise Noble works as a telephone salesperson for the Catalog Division of JC Penney. Her primary job is to call customers with Penney charge accounts to inform them about sale items and ask if they would like to order the sale items. Which of the following kinds of sales presentations would be best for Elise to use?

Order-getting salespeople would be required for which one of the following jobs?

Retail order getters are usually required for:

The three basic sales tasks are order-getting, order-taking, and sales prospecting.

A company that sells a new type of meat grinder to big supermarket chains needs someone to train workers in the stores' meat departments to use the machine properly and efficiently. What type of salesperson is this?

Team selling might involve a technical specialist, an order getter, and a customer service rep all working together on a specific account.

When setting salespeople's compensation level,

Mark Johnson's business card says he is a "Customer Service Representative" for OceanView Metal Industries-a wholesaler of standardized steel components used in construction. Mark answers customer questions about the firm's products and arranges for routine orders to be sent to the customer's construction site. It appears that Mark is primarily:

A sales representative for Xerox always begins her sales presentation by conducting an interview with the potential customer. She asks several multiple-choice questions that are designed to pinpoint the needs of the customer for various features of a new copying machine. At the end of the interview, the salesperson takes a moment to summarize the results in a profile of the customer and his/her needs. She then matches the needs to a specific model in the Xerox line of copiers, and shows how the Xerox model compares to other competing models. This sales representative is engaged in:

A good marketing manager organizing a new sales force knows that:

Some sales reps try to get a prospect to do most of the talking at first-to help pinpoint the potential customer's needs. After the sales rep feels that he understands the customer's needs, he begins to enter more into the discussion, helping the customer understand his own needs, showing how his product satisfies the customer's needs, and then trying to close the sale. This type of sales presentation uses the: