274) All of the following are output-related measures used in quantitative assessments of sales
performance except which?
A) new accounts generated
B) dollar or unit sales volume
C) sales of specific products
D) selling expense related to sales made
E) current sales ratio
275) A ________ contains specific goals assigned to a salesperson, sales team, branch sales
office, or sales district for a stated time period.
A) sales call report
B) selling expense report
C) sales quota
D) sales audit report
E) salesforce plan
276) A sales quota is
A) the ratio of sales calls made to actual sales closed.
B) the minimum number of sales that must be made before a salesperson can be paid.
C) the maximum threshold for satisfactory performance during an annual performance
evaluation.
D) the maximum number of sales that can be made before receiving a commission on sales.
E) the specific goals assigned to a salesperson, sales team, branch sales office, or sales district
for a stated time period.
277) A sales quota contains goals, such as last year/current year sales ratio, accounts generated,
profit achieved,
A) sales of specific products.
B) new clients contacted.
C) reports filed.
D) complaints received.
E) customer enquiries.
278) All of the following are behavioral measures that are used to evaluate salespeople
except which?
A) attitude
B) product knowledge
C) sales
D) communication skills
E) appearance
279) Behavioral measures used to evaluate salespeople include assessments of a salesperson’s
________, attention to customers, product knowledge, selling and communication skills,
appearance, and professional demeanor.
A) attitude
B) sales level
C) intelligence
D) personal values
E) personal ethics
280) About 60 percent of U.S. companies now include ________ as a behavioral measure of
salesperson performance.
A) the ability to read body language
B) customer satisfaction
C) suggestive selling skills
D) emotional intelligence
E) cold canvassing skills
281) About 60 percent of U.S. companies now include customer satisfaction as a(n) ________
measure of salesperson performance.
A) demonstrative
B) sensitive
C) cognitive
D) emotional
E) behavioral
282) MooreChem created a marketing dashboard for each of its sales representatives. These
dashboards included seven measures—sales revenue, gross margin, selling expense, profit,
average order size, new customers, and customer satisfaction. Each metric was gauged to show
actual salesperson performance
A) in terms of company rank.
B) relative to the rest of the sales team.
C) relative to target goals.
D) plus expectations for the next two years.
E) based upon previous years of experiences.
283) Consider the Marketing Dashboard above, which includes metrics for salesperson
performance tracking for MooreChem. As a MooreChem sales manager, you note that one of
your salespeople has exceeded his sales target but is well below his profit goal. The best
explanation for this performance is
A) the salesperson has not made enough sales calls.
B) the salesperson is selling too many high margin products.
C) the salesperson’s sales quota is too low.
D) the salesperson is selling too many low margin products.
E) the salesperson’s sales quota is too high.
284) The use of various technologies to make the selling function more effective and efficient is
referred to as
A) automated selling.
B) direct selling.
C) salesforce automation.
D) salesforce computerization.
E) salesforce networking.
285) SFA is an acronym for
A) salesforce automation.
B) sales factory automation.
C) sales flexible automation.
D) sales functional automation.
E) sales frequency automation.
286) Salesforce automation is the use of ________ to make the sales function more efficient and
effective.
A) avatars
B) emotional intelligence
C) account management policies
D) technology
E) suggestive selling techniques
287) Sales force automation is typically applied to all of the following except which?
A) product and sales training
B) communication between sales managers and salesforce
C) account development and analysis
D) proposal generation
E) order processing
288) Toshiba America Medical Systems salespeople use ________ with capabilities to provide
interactive presentations for their computerized tomography (CT) and magnetic resonance
imaging (MRI) scanners.
A) laptop computers
B) tablet devices
C) order processing software
D) presentation software
E) smartphones
289) Salespeople for Timex watches use their laptop computers to process orders, plan time
allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce
provide enhanced customer service.
A) time management software
B) customer experience software
C) sales force automation
D) proposal generation software
E) marketing automation
290) ________ provides intelligence to salespeople in the form of lead qualification,
preapproach preparation, customer buying patterns, and upselling and cross-selling opportunity
identification.
A) Time management software
B) Customer service and support automation
C) Sales force automation
D) Proposal generation software
E) Marketing automation
291) ________ consists of processes and technologies that supply customers with information
about postsale activities, including installation, repair, replacement, and replenishment, and
technical expertise pertaining to products.
A) Time management software
B) Customer service and support automation
C) Sales force automation
D) Warranty software
E) Marketing automation
292) Two features of successful ________ are the availability of “live chat” opportunities and the
ability to provide a single source for customer problem solving.
A) time management software
B) customer service and support automation
C) sales force automation
D) warranty software
E) marketing automation
293) A decade ago, Xerox began a shift to a ________ that focused on helping customers solve
their business problems rather than just placing more equipment in their office.
A) multitiered sales system
B) salesforce automation system
C) product-oriented sales organization
D) geographic-oriented sales organization
E) consultative selling model
294) The sales process at Xerox typically follows the six stages of the personal selling process.
During the first stage, Xerox identifies potential clients through
A) responses to advertising, referrals, and telephone calls.
B) sending salespeople to visit competitors’ customers.
C) sending salespeople 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 awareness.
295) The sales process at Xerox typically follows the six stages of the personal selling process.
During the second stage, the salesforce prepares for a presentation by
A) having a cross-functional team teleconference before each customer encounter.
B) preparing state-of-the-art presentations about the newest Xerox printer technologies.
C) familiarizing themselves with the potential client and its document needs.
D) secretly visiting the client as a “mystery shopper” to uncover any potential problems of which
the firm may be unaware.
E) role-playing different possible scenarios that might occur during the actual sales presentation.
296) The sales process at Xerox typically follows the six stages of the personal selling process.
During the third stage, a Xerox sales representative approaches the prospect and suggests
A) several product alternatives.
B) several solutions to perceived problems the salesforce has identified.
C) different pricing options.
D) a meeting and presentation.
E) a visit to corporate headquarters for a complete tour of the facilities.
297) The sales process at Xerox typically follows the six stages of the personal selling process.
During the fourth stage, as the presentation begins, the salesperson
A) explains why competitor’s products are inferior.
B) summarizes relevant information about potential solutions.
C) requests a meeting with the company gatekeeper.
D) requests a meeting with the official buyer to determine the possibility of a sale.
E) gets a signed document or confirmation of the sale.