Question 1

Regarding the training of salespeople:

Accepted Answer

A)   A good salesperson does not need training.
B)   Experienced salespeople do not need training.
C)   Most good salespeople are "born salespeople" and possess the necessary skills without training.
D)   Time spent on classroom training of new salespeople is often wasted because experience in dealing directly with customers is the best possible training.
E)   None of these alternatives are correct.

Question 2

With the ___________ approach, the sales rep begins by making some general benefit statements to get the customer's attention and interest.

Accepted Answer

A)   Prepared sales
B)   Fixed sales
C)   Selling formula
D)   Consultative selling
E)   Differentiated value

Question 3

Missionary sales reps:

Accepted Answer

A)   are order takers.
B)   are sales reps in training.
C)   are customer service reps who resolve problems after purchases have been made.
D)   help train intermediaries' salespeople and set up retail displays.
E)   do a lot of aggressive selling.

Question 4

Salespeople usually earn more than top management.

Accepted Answer

A) True 
 B)False

Question 5

With the ___________ method of payment, some salary and some commission are included.

Accepted Answer

A)   Commission
B)   Bonus
C)   Combination
D)   Straight salary
E)   Stock

Question 6

A weakness of the canned approach is that it treats all potential customers differently.

Accepted Answer

A) True 
 B)False

Question 7

Providing training in selling techniques helps a salesperson in all of the following ways except

Accepted Answer

A)   winning new customers by disparaging competitors.
B)   listening carefully to identify a customer's real objections.
C)   closing the sale.
D)   working with customers in difficult customer service situations.
E)   how to be more effective in cold calls on new prospects.

Question 8

A good job description for a salesperson:

Accepted Answer

A)   Should be somewhat vague in order to give salespeople some flexibility.
B)   Has nothing to do with the selection of new salespeople.
C)   Lists the specific tasks that salespeople are expected to do.
D)   Should not be used as a basis for performance evaluation.
E)   None of these alternatives are correct.

Question 9

When a salesperson is expected to sell a certain number of units of a product line each month, this represents what type of incentive to this salesperson?

Accepted Answer

A)   Straight commission
B)   Combination plan
C)   Straight salary
D)   Selling formula plan
E)   Sales quota

Question 10

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) _______________.

Accepted Answer

A)   Order getter; supporting salesperson
B)   Order taker; supporting salesperson
C)   Supporting salesperson; order taker
D)   Order taker; order getter
E)   Order getter; order taker

Question 11

According to the text, missionary salespeople are sometimes called as

Accepted Answer

A)   customer service reps.
B)   technical specialists.
C)   detailers.
D)   order takers.
E)   account managers.

Question 12

A salesperson may have to make choices about

Accepted Answer

A)   which particular products in the whole line to push most aggressively.
B)   what specific target customers to aim at.
C)   how to adjust prices.
D)   which intermediaries to rely on or help.
E)   All of these choices are correct.

Question 13

Telephone selling (telemarketing) to consumers is still extremely popular despite the National Do Not Call Registry.

Accepted Answer

A) True 
 B)False

Question 14

Regarding sales force training,

Accepted Answer

A)   it is rarely necessary to take a successful and experienced sales rep out of the field for a training program.
B)   every new sales rep should go through all parts of a firm's training program, so that nothing is missed.
C)   training programs should focus on company policies and product information, since sales presentation skills are best learned in the field.
D)   selling skills are best learned with interactive web training programs.
E)   None of these alternatives is true.

Question 15

A firm's sales training should cover:

Accepted Answer

A)   professional selling skills.
B)   building relationships with customers.
C)   company policies and practices.
D)   product information.
E)   all of these alternatives are correct.

Question 16

Job descriptions are not necessary for personal selling because all salespeople are expected to do the same task--sell products.

Accepted Answer

A) True 
 B)False

Question 17

Regarding sales force payment methods:

Accepted Answer

A)   it is common to sacrifice some simplicity to gain more flexibility, incentive, or control.
B)   combination plans offer some degree of security, incentive, and control.
C)   straight commission offers the most incentive.
D)   straight salary provides the most security and control.
E)   All of these alternatives are correct.

Question 18

In the U.S., almost as many people are employed in sales work as they are in advertising.

Accepted Answer

A) True 
 B)False

Question 19

Retail order getters are usually needed for unsought consumer products, and are desirable for heterogeneous shopping products as well.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following descriptions of the three basic sales tasks is CORRECT?

Accepted Answer

A)   ORDER-TAKING: various activities aimed at getting sales in the long run.
B)   SUPPORTING: routine completion of sales made regularly to target customers.
C)   ORDER-GETTING: seeking possible buyers with a well-organized sales presentation designed to sell a good, service, or idea.
D)   None of these descriptions is correct.

Exam 14: Personal Selling and Customer Service

A firm's sales training should cover:

Correct Answer
verified

With the ___________ method of payment, some salary and some commission are included.

Correct Answer
verified

Regarding sales force payment methods:

Correct Answer
verified

Retail order getters are usually needed for unsought consumer products, and are desirable for heterogeneous shopping products as well.

Correct Answer
verified

Missionary sales reps:

Correct Answer
verified

A weakness of the canned approach is that it treats all potential customers differently.

Correct Answer
verified

With the ___________ approach, the sales rep begins by making some general benefit statements to get the customer's attention and interest.

Correct Answer
verified

A salesperson may have to make choices about

Correct Answer
verified

When a salesperson is expected to sell a certain number of units of a product line each month, this represents what type of incentive to this salesperson?

Correct Answer
verified

Job descriptions are not necessary for personal selling because all salespeople are expected to do the same task--sell products.

Correct Answer
verified

Providing training in selling techniques helps a salesperson in all of the following ways except

Correct Answer
verified

A good job description for a salesperson:

Correct Answer
verified

Regarding sales force training,

Correct Answer
verified

Correct Answer
verified

Telephone selling (telemarketing) to consumers is still extremely popular despite the National Do Not Call Registry.

Correct Answer
verified

According to the text, missionary salespeople are sometimes called as

Correct Answer
verified

Regarding the training of salespeople:

Correct Answer
verified

Salespeople usually earn more than top management.

Correct Answer
verified

Which of the following descriptions of the three basic sales tasks is CORRECT?

Correct Answer
verified

In the U.S., almost as many people are employed in sales work as they are in advertising.

Correct Answer
verified

Exam 14: Personal Selling and Customer Service

A firm's sales training should cover:

Correct AnswerverifiedShow Answer

With the ___________ method of payment, some salary and some commission are included.

Correct AnswerverifiedShow Answer

Regarding sales force payment methods:

Correct AnswerverifiedShow Answer

Retail order getters are usually needed for unsought consumer products, and are desirable for heterogeneous shopping products as well.

Correct AnswerverifiedShow Answer

Missionary sales reps:

Correct AnswerverifiedShow Answer

A weakness of the canned approach is that it treats all potential customers differently.

Correct AnswerverifiedShow Answer

With the ___________ approach, the sales rep begins by making some general benefit statements to get the customer's attention and interest.

Correct AnswerverifiedShow Answer

A salesperson may have to make choices about

Correct AnswerverifiedShow Answer

When a salesperson is expected to sell a certain number of units of a product line each month, this represents what type of incentive to this salesperson?

Correct AnswerverifiedShow Answer

Job descriptions are not necessary for personal selling because all salespeople are expected to do the same task--sell products.

Correct AnswerverifiedShow Answer

Providing training in selling techniques helps a salesperson in all of the following ways except

Correct AnswerverifiedShow Answer

A good job description for a salesperson:

Correct AnswerverifiedShow Answer

Regarding sales force training,

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Telephone selling (telemarketing) to consumers is still extremely popular despite the National Do Not Call Registry.

Correct AnswerverifiedShow Answer

According to the text, missionary salespeople are sometimes called as

Correct AnswerverifiedShow Answer

Regarding the training of salespeople:

Correct AnswerverifiedShow Answer

Salespeople usually earn more than top management.

Correct AnswerverifiedShow Answer

Which of the following descriptions of the three basic sales tasks is CORRECT?

Correct AnswerverifiedShow Answer

In the U.S., almost as many people are employed in sales work as they are in advertising.

Correct AnswerverifiedShow Answer

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