Question 1

From a marketing management perspective, it's best to think of customer service as part of Promotion, not part of Product.

Accepted Answer

A) True 
 B)False

Question 2

With the ___________ approach, the customer and the salesperson work together to satisfy the customer's needs and solve the problem.

Accepted Answer

A)   Prepared sales
B)   Fixed sales
C)   Selling formula
D)   Consultative selling
E)   Differentiated valueF) A) and B)
G) C) and E)

Question 3

Which of the following statements about prospecting is FALSE?

Accepted Answer

A)   Prospecting focuses on identifying new customers.
B)   A sales rep needs to set priorities for all prospects--both old and new.
C)   A sales rep must qualify potential customers.
D)   CRM systems help with the process of prospecting.
E)   None of these statements about prospecting is FALSE.F) A) and B)
G) D) and E)

Question 4

Salespeople often are responsible for representing the customer inside their own company as well as representing their company to the customer.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following types of salespeople is essential for selling installations to producers?

Accepted Answer

A)   Order takers
B)   Missionary salespeople
C)   Customer service reps
D)   Order getters
E)   Technical specialistsF) B) and E)
G) B) and D)

Question 6

The selling formula approach

Accepted Answer

A)   makes some general benefit statements to get the customer's attention and interest.
B)   starts with a prepared presentation outline approach and leads the customer through some logical steps to a final close.
C)   involves developing a good understanding of the individual customer's needs before trying to close the sale.
D)   uses a memorized presentation that is not adapted to each individual customer.
E)   is a problem-solving approach in which the customer and salesperson work together to satisfy the customer's needs.F) A) and D)
G) A) and E)

Question 7

A salesperson who seeks possible buyers with a well-organized sales presentation designed to sell a good, service, or idea is called a(n)  ____________.

Accepted Answer

A)   Influencer
B)   Order-getter
C)   Order taker
D)   Order-generator
E)   GatekeeperF) A) and E)
G) None of the above

Question 8

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:

Accepted Answer

A)   Joint problem solving.
B)   Team selling.
C)   Sales promotion.
D)   Order taking.
E)   Missionary selling.F) All of the above
G) B) and D)

Question 9

Which of the following statements about telemarketing is False?

Accepted Answer

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.F) All of the above
G) B) and C)

Question 10

Sales reps often must plan whole marketing strategies for their own geographic territories.

Accepted Answer

A) True 
 B)False

Question 11

A salesperson's main task might be order-getting, order-taking, or supporting, but sometimes one salesperson does all three tasks.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)   Helping a buyer plan and install a computer and software for use as a website server.
B)   Helping drug retailers figure out better ways to display and promote their products.
C)   Seeking orders from supermarket buyers for a new brand of high protein diet supplement that has been added to the company's line.
D)   "Helping" an indecisive consumer in a supermarket select the kind of meat she should buy for dinner.
E)   Handling a complaint from a furniture store about a shipment that is late.F) C) and D)
G) A) and B)

Question 13

Order getters are even more important for business products than for consumer products.

Accepted Answer

A) True 
 B)False

Question 14

An established merchant wholesaler of business supplies would rely mainly on:

Accepted Answer

A)   merchandisers.
B)   order takers.
C)   order getters.
D)   supporting salespeople.
E)   missionary salespeople.F) C) and D)
G) A) and B)

Question 15

A firm's sales compensation plan should consider

Accepted Answer

A)   the pay for other jobs in the firm.
B)   the amount of direct control desired by the firm.
C)   the amount of selling versus nonselling time.
D)   what competitors pay salespeople.
E)   all of these alternatives should be considered in a firm's sales compensation plan.F) C) and D)
G) B) and D)

Question 16

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Accepted Answer

A)   merchandisers
B)   order takers
C)   order getters
D)   hucksters
E)   supporting salespeopleF) C) and E)
G) All of the above

Question 17

Regarding sales force compensation, straight salary gives the most security for a salesperson, while straight commission gives the most incentive.

Accepted Answer

A) True 
 B)False

Question 18

A wholesaler's order-getting salespeople are likely to be paid more than its order takers.

Accepted Answer

A) True 
 B)False

Question 19

A large producer of snack foods feels that retailers do not promote its products aggressively enough--because they also sell competitors' products. The producer should use some:

Accepted Answer

A)   missionary sales reps.
B)   more aggressive sales reps.
C)   order takers.
D)   order getters.
E)   manufacturers' agents.F) B) and D)
G) A) and B)

Question 20

Providing effective customer service is relatively simple--because it is usually clearer how to repair a negative experience than it is to provide an initial purchase experience that is satisfying to the customer.

Accepted Answer

A) True 
 B)False

Exam 14: Personal Selling and Customer Service

From a marketing management perspective, it's best to think of customer service as part of Promotion, not part of Product.

Correct Answer
verified

With the ___________ approach, the customer and the salesperson work together to satisfy the customer's needs and solve the problem.

Correct Answer
verified

A salesperson who seeks possible buyers with a well-organized sales presentation designed to sell a good, service, or idea is called a(n) ____________.

Correct Answer
verified

Regarding sales force compensation, straight salary gives the most security for a salesperson, while straight commission gives the most incentive.

Correct Answer
verified

An established merchant wholesaler of business supplies would rely mainly on:

Correct Answer
verified

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

Correct Answer
verified

Which of the following statements about telemarketing is False?

Correct Answer
verified

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Correct Answer
verified

A wholesaler's order-getting salespeople are likely to be paid more than its order takers.

Correct Answer
verified

The selling formula approach

Correct Answer
verified

A salesperson's main task might be order-getting, order-taking, or supporting, but sometimes one salesperson does all three tasks.

Correct Answer
verified

Correct Answer
verified

Which of the following types of salespeople is essential for selling installations to producers?

Correct Answer
verified

Providing effective customer service is relatively simple--because it is usually clearer how to repair a negative experience than it is to provide an initial purchase experience that is satisfying to the customer.

Correct Answer
verified

Which of the following statements about prospecting is FALSE?

Correct Answer
verified

Order getters are even more important for business products than for consumer products.

Correct Answer
verified

A large producer of snack foods feels that retailers do not promote its products aggressively enough--because they also sell competitors' products. The producer should use some:

Correct Answer
verified

Salespeople often are responsible for representing the customer inside their own company as well as representing their company to the customer.

Correct Answer
verified

A firm's sales compensation plan should consider

Correct Answer
verified

Sales reps often must plan whole marketing strategies for their own geographic territories.

Correct Answer
verified

Exam 14: Personal Selling and Customer Service

From a marketing management perspective, it's best to think of customer service as part of Promotion, not part of Product.

Correct AnswerverifiedShow Answer

With the ___________ approach, the customer and the salesperson work together to satisfy the customer's needs and solve the problem.

Correct AnswerverifiedShow Answer

A salesperson who seeks possible buyers with a well-organized sales presentation designed to sell a good, service, or idea is called a(n) ____________.

Correct AnswerverifiedShow Answer

Regarding sales force compensation, straight salary gives the most security for a salesperson, while straight commission gives the most incentive.

Correct AnswerverifiedShow Answer

An established merchant wholesaler of business supplies would rely mainly on:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements about telemarketing is False?

Correct AnswerverifiedShow Answer

A Wendy's fast-food restaurant needs ______________ to serve its customers.

Correct AnswerverifiedShow Answer

A wholesaler's order-getting salespeople are likely to be paid more than its order takers.

Correct AnswerverifiedShow Answer

The selling formula approach

Correct AnswerverifiedShow Answer

A salesperson's main task might be order-getting, order-taking, or supporting, but sometimes one salesperson does all three tasks.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following types of salespeople is essential for selling installations to producers?

Correct AnswerverifiedShow Answer

Providing effective customer service is relatively simple--because it is usually clearer how to repair a negative experience than it is to provide an initial purchase experience that is satisfying to the customer.

Correct AnswerverifiedShow Answer

Which of the following statements about prospecting is FALSE?

Correct AnswerverifiedShow Answer

Order getters are even more important for business products than for consumer products.

Correct AnswerverifiedShow Answer

A large producer of snack foods feels that retailers do not promote its products aggressively enough--because they also sell competitors' products. The producer should use some:

Correct AnswerverifiedShow Answer

Salespeople often are responsible for representing the customer inside their own company as well as representing their company to the customer.

Correct AnswerverifiedShow Answer

A firm's sales compensation plan should consider

Correct AnswerverifiedShow Answer

Sales reps often must plan whole marketing strategies for their own geographic territories.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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