Question 1

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

Accepted Answer

A)  empathetic intelligence
B)  emotional empathy
C)  emotional intelligence
D)  subliminal intelligence
E)  cognitive empathyF) A) and B)
G) B) and E)

Question 2

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Accepted Answer

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 awarenessF) A) and C)
G) A) and B)

Question 3

White Chemical Company is examining its selling strategy and one of the issues it believes 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?

Accepted Answer

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

Question 4

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Accepted Answer

A)  managers
B)  inside order takers
C)  directors
D)  outside order takers
E)  go-gettersF) None of the above
G) B) and D)

Question 5

Relationship selling refers to

Accepted Answer

A)  the assignment of a single salesperson to a single customer throughout the entire sales process.
B)  when suppliers and sellers combine their expertise and resources to create customized solutions;commit to joint planning;and share customer,competitive,and company information for their mutual benefit,and ultimately the customer.
C)  the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time.
D)  the practice of using an entire team of professionals in selling to and servicing key customers.
E)  the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service.F) A) and E)
G) None of the above

Question 6

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

Accepted Answer

A)  inside order takers
B)  missionary salespeople
C)  outside order getters
D)  sales engineers
E)  outbound telemarketersF) A) and B)
G) C) and D)

Question 7

The name of a person who may be a possible customer is referred to as a(n) __________.

Accepted Answer

A)  "A" list
B)  cold call
C)  lead
D)  prospect
E)  qualified prospectF) A) and B)
G) None of the above C

Question 8

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

Accepted Answer

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;amount of sales training
E)  complexity of the product;financial outlayF) C) and E)
G) A) and E)

Question 9

When specific knowledge is required to sell certain types of products or services,then a __________ is used.

Accepted Answer

A)  territorial organization
B)  customer organization
C)  product organization
D)  geographical organization
E)  multi-level marketing organizationF) None of the above
G) C) and D)

Question 10

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Accepted Answer

A)  multi-reseller organization
B)  geographical organization
C)  customer sales organization
D)  product/service sales organization
E)  multi-level marketing organizationF) B) and E)
G) A) and D)

Question 11

If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage in the personnel selling process?

Accepted Answer

A)  presentation
B)  approach
C)  prospecting
D)  follow-up
E)  preapproachF) A) and C)
G) A) and B)

Question 12

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Accepted Answer

A)  approach
B)  presentation
C)  closing
D)  follow-up
E)  saleF) D) and E)
G) B) and E) C

Question 13

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Accepted Answer

A)  25%
B)  50%
C)  100% (or the same as) 
D)  200% (or double) 
E)  300% (or triple) F) A) and E)
G) B) and D)

Question 14

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Accepted Answer

A)  NAICS
B)  customer
C)  product
D)  geographical
E)  mass customerizationF) None of the above
G) A) and B)

Question 15

An advantage of the straight salary compensation plan is that it

Accepted Answer

A)  provides an incentive to expand sales volume.
B)  can be easily adapted to changes in the economy.
C)  doesn't include nonselling activities that take time away from selling.
D)  allows salaries to be lower.
E)  is easy to administer.F) A) and D)
G) C) and E)

Question 16

Perhaps the most well-known component of Xerox's sales management process is its

Accepted Answer

A)  stellar business reputation.
B)  sustainability programs.
C)  sales representatives training program.
D)  challenging and dynamic environment.
E)  use of information technology.F) D) and E)
G) B) and C) C

Question 17

Another name for cold calling is

Accepted Answer

A)  cold canvassing.
B)  telemarketing.
C)  hot canvassing.
D)  sales managed selling.
E)  trial close selling.F) A) and D)
G) None of the above

Question 18

List the four things that research suggests will produce a motivated salesperson.

Accepted Answer

A sales plan cannot be successfully impl...

Question 19

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" is engaged in __________.

Accepted Answer

A)  stimulus-response selling
B)  closing the sale
C)  prospecting
D)  order taking
E)  creating a preapproachF) B) and E)
G) C) and D)

Question 20

What would most likely occur at the preapproach stage in a business selling situation?

Accepted Answer

A)  The order getter would make initial contact with the order taker.
B)  The search for and qualification of prospects would begin.
C)  The initial meeting would transpire and business would be concluded.
D)  A decision would be made concerning whether the sale was to be a straight rebuy,a modified rebuy,or a new buy.
E)  The buying role of the prospect,important buying criteria,and the prospect's receptivity to a presentation would be determined.F) C) and D)
G) A) and B)

Exam 20: Personal Selling and Sales Management

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

Correct Answer
verified

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Correct Answer
verified

Correct Answer
verified

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct Answer
verified

Relationship selling refers to

Correct Answer
verified

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

Correct Answer
verified

The name of a person who may be a possible customer is referred to as a(n) __________.

Correct Answer
verified
C

Personal selling assumes many forms based on the and the to perform the sales task.

Correct Answer
verified

When specific knowledge is required to sell certain types of products or services,then a __________ is used.

Correct Answer
verified

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Correct Answer
verified

If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage in the personnel selling process?

Correct Answer
verified

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Correct Answer
verified
C

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Correct Answer
verified

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Correct Answer
verified

An advantage of the straight salary compensation plan is that it

Correct Answer
verified

Perhaps the most well-known component of Xerox's sales management process is its

Correct Answer
verified
C

Another name for cold calling is

Correct Answer
verified

List the four things that research suggests will produce a motivated salesperson.

Correct Answer
verified
A sales plan cannot be successfully impl...
View Answer

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" is engaged in __________.

Correct Answer
verified

What would most likely occur at the preapproach stage in a business selling situation?

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis is referred to as __________.

Correct AnswerverifiedShow Answer

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage,Xerox identifies potential clients through __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Salespeople called __________ typically answer simple questions,take orders,and complete transactions with customers.

Correct AnswerverifiedShow Answer

Relationship selling refers to

Correct AnswerverifiedShow Answer

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

Correct AnswerverifiedShow Answer

The name of a person who may be a possible customer is referred to as a(n) __________.

Correct AnswerverifiedC

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

Correct AnswerverifiedShow Answer

When specific knowledge is required to sell certain types of products or services,then a __________ is used.

Correct AnswerverifiedShow Answer

A sales organization practice whereby a different salesforce calls on each separate type of buyer or market channel is referred to as a __________.

Correct AnswerverifiedShow Answer

If the salesperson's objective is to "search for and qualify potential customers," what is the name of this stage in the personnel selling process?

Correct AnswerverifiedShow Answer

At which stage of the personal selling process would a salesperson obtain a purchase commitment from the prospect?

Correct AnswerverifiedC

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer.

Correct AnswerverifiedShow Answer

Which salesforce organizational structure is best when there are many different consumers with many different or specialized needs?

Correct AnswerverifiedShow Answer

An advantage of the straight salary compensation plan is that it

Correct AnswerverifiedShow Answer

Perhaps the most well-known component of Xerox's sales management process is its

Correct AnswerverifiedC

Another name for cold calling is

Correct AnswerverifiedShow Answer

List the four things that research suggests will produce a motivated salesperson.

Correct AnswerverifiedA sales plan cannot be successfully impl...View AnswerShow Answer

In the personal selling process,a telemarketer for a life insurance firm who calls and asks the head of the household,"If you were to die tomorrow,would your family be cared for?" is engaged in __________.

Correct AnswerverifiedShow Answer

What would most likely occur at the preapproach stage in a business selling situation?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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C

Personal selling assumes many forms based on the and the to perform the sales task.

Correct Answer
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C

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C

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A sales plan cannot be successfully impl...
View Answer

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