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respond by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?


A) postpone
B) denial
C) agree and neutralize
D) ignore
E) convert

F) A) and E)
G) A) and D)

Correct Answer

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car salesman was overheard saying the following words to a prospective customer: "What type of driving do you do?" "How many people will you usually have riding in your car?" "Maybe you should look at vans instead of sedans." From this information,you should recognize that the car salesman was using a __________ presentation.


A) stimulus-response
B) formula selling
C) need-satisfaction
D) persuasive selling
E) canned sales

F) A) and B)
G) A) and C)

Correct Answer

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Personal Selling Process Photo A -Consider the Personal Selling Process Photo A shown above.Exchanging business cards in Asia is done according to the customs and norms of the country or region of the buyer.This protocol is considered important during which stage of the personal selling process? A) presentation B) follow-up C) preapproach D) close E) approach Personal Selling Process Photo A -Consider the Personal Selling Process Photo A shown above.Exchanging business cards in Asia is done according to the customs and norms of the country or region of the buyer.This protocol is considered important during which stage of the personal selling process?


A) presentation
B) follow-up
C) preapproach
D) close
E) approach

F) A) and B)
G) B) and E)

Correct Answer

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There are three key reasons for putting the customer into customer solutions in selling: (1) considerable time and effort is necessary to fully understand a specific customer's requirements; (2) effective customer solutions are based on relationships among sellers and buyers; and (3) __________.


A) it is ultimately the customer who converts a lead into a sale
B) only customers knows how much they are will to pay for any given solution
C) consultative selling is central to providing novel solutions for customers, thereby creating value for them
D) only the salesperson knows when the solution has finally been found
E) customers are better able to articulate their problems and solutions than sellers

F) B) and D)
G) C) and D)

Correct Answer

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disadvantage of product sales organization is that __________.


A) it increases the number of salespersons in the salesforce since most product sales organizations are based around standard rebuys
B) there is a larger cost for sales since this method is chosen for products that inherently have little or no product variation
C) it significantly maximizes travel time, expenses, and duplication of selling effort from one territory to another
D) it increases the requirement for more sales managers since the salesforce is paid strictly on commission, which acts as a significant self-motivator
E) it produces high administration costs and duplication of selling effort because two company salespeople may call on the same customer

F) A) and E)
G) D) and E)

Correct Answer

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According to the textbook,one of the MOST crucial tasks of sales management is __________.


A) salesforce evaluation
B) setting sales objectives
C) developing account management policies
D) salesforce motivation and compensation
E) effective recruitment and selection of salespeople

F) B) and E)
G) A) and B)

Correct Answer

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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

F) A) and E)
G) B) and D)

Correct Answer

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Formulating the sales plan involves three tasks: (1) setting objectives; (2) organizing the salesforce; and (3) __________.


A) hiring sales reps
B) developing the marketing plan
C) establishing the budget
D) developing account management policies
E) identifying qualified leads

F) A) and D)
G) A) and B)

Correct Answer

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Which type of sales presentation would be best suited for an inexperienced,less knowledgeable salesperson?


A) need-satisfaction presentation
B) stimulus-response presentation
C) cold canvassing
D) canned sales presentation
E) directed selling presentation

F) B) and C)
G) A) and B)

Correct Answer

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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

F) A) and D)
G) B) and E)

Correct Answer

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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

F) A) and B)
G) B) and E)

Correct Answer

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Perhaps the greatest impact on salesforce communication is the application of __________ technology.


A) Internet
B) facsimile
C) voice-mail
D) smartphone
E) web camera

F) B) and D)
G) B) and C)

Correct Answer

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Which of the following statements should the salesperson use to accept the objection?


A) "I think I might be able to explain that better to you after showing you this diagram."
B) "Yes, you're right, it is lighter but that is done intentionally to make your work easier."
C) "That's true. It does have a shorter shelf life, but that really hasn't been a problem. It is so popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying, …."

F) None of the above
G) A) and B)

Correct Answer

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Figure 20-3 -Figure 20-3 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 Figure 20-3 -Figure 20-3 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

F) D) and E)
G) None of the above

Correct Answer

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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

F) B) and C)
G) C) and D)

Correct Answer

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waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."


A) inquiry selling
B) formula selling
C) suggestive selling
D) method selling
E) a canned sales presentation

F) B) and E)
G) D) and E)

Correct Answer

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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

F) A) and B)
G) All of the above

Correct Answer

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a salesperson in the computer store asks,"Will that be charge or cash?",he has executed the _____ stage of the personal selling process.


A) closing
B) approach
C) presentation
D) handling objections
E) follow-up

F) B) and E)
G) All of the above

Correct Answer

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disadvantage of a customer sales organization is __________.


A) the need to assign just one salesperson to local, regional, national, and global territories
B) an increased need for multilingual salespeople
C) the smaller number of qualified sales managers
D) the need for close teamwork amongst a diverse salesforce
E) higher administrative costs and some duplication of selling effort

F) A) and D)
G) C) and E)

Correct Answer

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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

F) C) and D)
G) B) and E)

Correct Answer

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Showing 181 - 200 of 340

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