Question 1

the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

Accepted Answer

A)   urgency close
B)   follow-up
C)   assumptive close
D)   presentation
E)   trial closeF) C) and E)
G) C) and D)

Question 2

Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.

Accepted Answer

The stimulus-response presentation forma...

Question 3

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 "obtain a purchase from the prospect and create a customer," what stage of the personal selling process is the salesperson engaged in?

Accepted Answer

A)   preapproach
B)   close
C)   follow-up
D)   approach
E)   presentationF) B) and E)
G) A) and E)

Question 4

Figure 20-6C
-Consider Figure 20-6C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization C" represents which type of salesforce organizational structure?

Accepted Answer

A)   geographical
B)   NAICS
C)   product
D)   market type
E)   customerF) A) and E)
G) A) and C)

Question 5

Which of the following statements regarding the preapproach stage for international selling is most accurate?

Accepted Answer

A)   Customs rarely influence a preapproach protocol.
B)   The preapproach stage is shorter and less intensive than with domestic consumers.
C)   Customs are very important in dictating appropriate protocol.
D)   In most cases, the buyer rather than the seller initiates the contact between seller and buyer.
E)   Pricing or price ranges are presented to the customer in order to determine if the customer is a qualified lead.F) A) and B)
G) A) and C)

Question 6

Personal Selling Process Photo B
-Consultative selling refers to a presentation format that __________.

Accepted Answer

A)   emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers
B)   focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution
C)   consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect
D)   assumes that given the appropriate stimulus by a salesperson, the prospect will buy
E)   involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more informationF) All of the above
G) A) and B)

Question 7

two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as __________.

Accepted Answer

A)   sales management
B)   personal selling
C)   sales promotion
D)   direct selling
E)   marketing managementF) All of the above
G) B) and D)

Question 8

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.

Accepted Answer

Salespeople are a valuable source of inf...

Question 9

Which of the following statements should the salesperson use to postpone a prospect's objection?

Accepted Answer

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

Question 10

is an advantage of a geographical sales organization?

Accepted Answer

A)   more effective, specialized customer support
B)   minimized travel time, expenses, and duplication of selling effort
C)   smaller costs for sales calls
D)   reduced number of salespersons in the salesforce
E)   few required sales managersF) None of the above
G) A) and D)

Question 11

is an acronym for __________.

Accepted Answer

A)   sales force automation
B)   sales factory automation
C)   sales flexible automation
D)   sales functional automation
E)   sales frequency automationF) A) and B)
G) A) and C)

Question 12

Relationship selling refers to __________.

Accepted Answer

A)   the assignment of a single salesperson to a single customer throughout the entire sales process
B)   buyers and sellers combining 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 serviceF) B) and E)
G) D) and E)

Question 13

the __________ stage of the personal selling process,the cultural setting is very important.

Accepted Answer

A)   presentation
B)   prospecting.
C)   prospecting
D)   approach
E)   closeF) A) and B)
G) A) and E)

Question 14

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Accepted Answer

A)   data mining
B)   preapproach
C)   approach
D)   presentation
E)   prospectingF) A) and E)
G) A) and D)

Question 15

Seminar selling is a method of personal selling in which __________.

Accepted Answer

A)   the company provides a free audit of the buyers' purchase behaviors to identify any weaknesses and then provides formal training on more effective buying behaviors
B)   a group of the organization's R&D personnel conducts a product demonstration and training seminar for all major customers
C)   salespeople and other company resource people meet with buyers to discuss problems and opportunities
D)   a company sales team conducts an educational program for a customer's technical staff to describe state-of-the-art developments
E)   a company selling services tries to overcome the problems associated with the intangibility of serviceF) A) and D)
G) B) and D)

Question 16

are the three major roles of personal selling in a firm's overall marketing effort?

Accepted Answer

Personal selling serves three major role...

Question 17

method of selling in which a salesperson makes a telephone call or visits a prospective customer without a referral is called __________.

Accepted Answer

A)   team selling
B)   cold calling
C)   seminar selling
D)   formula selling
E)   conference sellingF) B) and D)
G) A) and E)

Question 18

a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose.They are ______.

Accepted Answer

A)   dollar volume, unit volume, and market share
B)   NAICS, market size, and geography
C)   geography, customer, and product/service
D)   market size, market share, and market type
E)   dollar volume, unit volume, and profitF) B) and D)
G) B) and E)

Question 19

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

Accepted Answer

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

Question 20

Which salesforce organizational structure is the simplest?

Accepted Answer

A)   profit
B)   customer
C)   product
D)   market
E)   geographicalF) B) and D)
G) B) and C)

Exam 20: Personal Selling and Sales Management

Correct Answer
verified

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

Correct Answer
verified

Which salesforce organizational structure is the simplest?

Correct Answer
verified

Figure 20-6C -Consider Figure 20-6C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization C" represents which type of salesforce organizational structure?

Correct Answer
verified

Relationship selling refers to __________.

Correct Answer
verified

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct Answer
verified

are the three major roles of personal selling in a firm's overall marketing effort?

Correct Answer
verified
Personal selling serves three major role...
View Answer

two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as __________.

Correct Answer
verified

Which of the following statements regarding the preapproach stage for international selling is most accurate?

Correct Answer
verified

method of selling in which a salesperson makes a telephone call or visits a prospective customer without a referral is called __________.

Correct Answer
verified

Which of the following statements should the salesperson use to postpone a prospect's objection?

Correct Answer
verified

a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose.They are ______.

Correct Answer
verified

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.

Correct Answer
verified
Salespeople are a valuable source of inf...
View Answer

is an advantage of a geographical sales organization?

Correct Answer
verified

the __________ stage of the personal selling process,the cultural setting is very important.

Correct Answer
verified

Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

Correct Answer
verified

Seminar selling is a method of personal selling in which __________.

Correct Answer
verified

is an acronym for __________.

Correct Answer
verified

Personal Selling Process Photo B -Consultative selling refers to a presentation format that __________.

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which salesforce organizational structure is the simplest?

Correct AnswerverifiedShow Answer

Figure 20-6C -Consider Figure 20-6C above.If a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose."Salesforce Organization C" represents which type of salesforce organizational structure?

Correct AnswerverifiedShow Answer

Relationship selling refers to __________.

Correct AnswerverifiedShow Answer

Advertising with a coupon,using a toll-free number,exhibiting at trade shows,using e-mail,and making cold calls are all activities that would take place during the __________ stage of the personal selling process.

Correct AnswerverifiedShow Answer

are the three major roles of personal selling in a firm's overall marketing effort?

Correct AnswerverifiedPersonal selling serves three major role...View AnswerShow Answer

two-way flow of communication between a buyer and seller,often in a face-to-face encounter,designed to influence a person's or group's purchase decision is referred to as __________.

Correct AnswerverifiedShow Answer

Which of the following statements regarding the preapproach stage for international selling is most accurate?

Correct AnswerverifiedShow Answer

method of selling in which a salesperson makes a telephone call or visits a prospective customer without a referral is called __________.

Correct AnswerverifiedShow Answer

Which of the following statements should the salesperson use to postpone a prospect's objection?

Correct AnswerverifiedShow Answer

a company chooses to employ its own salesforce,there are three basic organizational salesforce structures from which to choose.They are ______.

Correct AnswerverifiedShow Answer

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salespeople's competitors.

Correct AnswerverifiedSalespeople are a valuable source of inf...View AnswerShow Answer

is an advantage of a geographical sales organization?

Correct AnswerverifiedShow Answer

the __________ stage of the personal selling process,the cultural setting is very important.

Correct AnswerverifiedShow Answer

Explain the difference between the stimulus-response presentation format and the formula-selling presentation format.

Correct AnswerverifiedThe stimulus-response presentation forma...View AnswerShow Answer

the personal selling process,the stage that includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed is referred to as the __________ stage.

Correct AnswerverifiedShow Answer

Seminar selling is a method of personal selling in which __________.

Correct AnswerverifiedShow Answer

is an acronym for __________.

Correct AnswerverifiedShow Answer

Personal Selling Process Photo B -Consultative selling refers to a presentation format that __________.

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
verified
Personal selling serves three major role...
View Answer

Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Salespeople are a valuable source of inf...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The stimulus-response presentation forma...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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