298) The sales process at Xerox typically follows the six stages of the personal selling process.
During the fifth stage, the salesperson engages in a(n)________ (gets a signed document or a
firm confirmation of the sale).
A) soft close
B) interrogative close
C) urgency close
D) action close
E) conditional close
299) The sales process at Xerox typically follows the six stages of the personal selling process.
During the sixth stage, the salesperson continues to meet and communicate with the client to
A) remove all competitors’ products from the clients’ offices.
B) sell ancillary and complementary products.
C) provide assistance and monitor the effectiveness of the installed solution.
D) request leads for other potential sales.
E) offer special price incentives for future pre-buys.
300) The Xerox salesforce is divided into four ________ organizations.
A) product
B) geographic
C) customer
D) market
E) product life cycle
301) The Xerox salesforce is divided into four geographic organizations: North America,
Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of
Xerox products and services are typically sold through its
A) distributors.
B) competitor partnerships.
C) order takers.
D) direct salesforce.
E) telemarketers.
302) At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox
has a recognition program called the ________ where the top performers are awarded a five-day
trip to one of the top resorts in the world.
A) President’s Club
B) Keener’s Club
C) Prestige Club
D) Triumph Club
E) Kudos Club
303) Perhaps the most well-known component of Xerox’s sales management process is its
A) stellar business reputation.
B) sustainability programs.
C) sales representatives training program.
D) challenging and dynamic environment.
E) use of sales-related information technology.
304) Explain the difference between personal selling and sales management.
305) What are the three major roles of personal selling in a firm’s overall marketing effort?
306) Explain the difference between relationship selling and partnership selling.
307) Explain the difference between order takers and order getters.
308) Explain the role of missionary salespeople and sales engineers in the selling process.
309) What are the six stages of the personal selling process? What is the objective of each stage?
310) Explain the difference between a lead, a prospect, and a qualified prospect.
311) Explain the difference between the stimulus-response presentation format and the formula
selling presentation format.
312) What assumption does the stimulus-response presentation format make?
313) What are the keys to effective need-satisfaction presentations?
314) Describe the need-satisfaction presentation format. In the answer, include the two selling
styles that are common with this format.
315) During the presentation stage, a salesperson may encounter objections. What are the six
basic techniques for handling objections?
316) Explain what occurs during the closing stage of the selling process and list the three types
of close.
317) Although firms may differ in the specifics of how salespeople are managed, the sales
management process has many similarities across firms. Briefly describe the three interrelated
functions of the sales management process.
318) Discuss the ethics of salespeople asking their customers for information about such things
as the pricing and promotion strategies of the salesperson’s competitors.
319) One of the first sales management decisions a firm must make is whether the company
should build its own salesforce or hire independent agents such as manufacturers’
representatives. Abacus Designs sells high-end furniture to retailers and needs to make this
decision. Independent agents would receive a 5 percent commission on sales while a company
salesforce would receive a 3 percent commission, salaries, and benefits. In addition, with
company salespeople, sales administration costs would be incurred for a total fixed cost of
$500,000 per year. At what sales level would independent salespeople be less costly?
320) ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30
billion. At one time, its salesforce was organized by product: generators, boilers, transformers,
and so forth. Each salesperson was an expert on the product line he or she sold. Then it adopted a
customer organizational structure. Why might ABB have made this change?
321) The sales plan is put into practice through the tasks associated with sales plan
implementation. Identify the three major tasks involved in implementing a sales plan.
322) In the context of a salesperson’s position, explain what a job description is. In the answer,
specify the six attributes that it purports to explain.
323) List the four things that research suggests will produce a motivated salesperson.
324) Explain the selling model that Xerox uses.