Name:
Class:
Date:
chapter 17
Page 1
Indicate whether the statement is true or false.
1. A salesperson’s performance is often compared with the performance of other salespeople operating under similar
conditions.
a. True
b. False
2. Order getters are sometimes called creative sellers.
a. True
b. False
3. Demonstrations in retail stores are not used widely because they are expensive.
a. True
b. False
4. Locating prospects, educating customers, and building goodwill are functions performed by support personnel.
a. True
b. False
5. Generally, sales promotion attempts to influence consumers to purchase products but is not normally aimed at resellers.
a. True
b. False
6. Most marketers depend on one-sale customers for long-run survival.
a. True
b. False
7. One objective of consumer sales promotion techniques is to encourage patronage for a specific retail store.
a. True
b. False
8. In the cold canvass technique, the salesperson calls on potential customers without their prior consent.
a. True
b. False
9. Generally, a salesperson’s performance is judged by comparing it with predetermined standards rather than by
comparing it with the performance of other salespeople.
a. True
b. False
10. Even though salespeople do not use the exact same sales methods, they do go through the same general selling
process.
a. True
b. False
Name:
Class:
Date:
chapter 17
Page 2
11. Buying allowances are effective promotional techniques because they result in profits for resellers.
a. True
b. False
12. The approach step is an important step for gathering information about a buyer’s needs and objectives.
a. True
b. False
13. Following up involves listening to a customer’s response after finishing the presentation and overcoming those
objections.
a. True
b. False
14. Personal selling is generally the most expensive element in the promotion mix.
a. True
b. False
15. Selection of the right type and proportion of salespeople is important because it is a one-time decision that affects the
company’s ability to generate sales and profits.
a. True
b. False
16. Maximization of selling time and minimization of non-selling time are the major goals of routing and scheduling
decisions.
a. True
b. False
17. Relationship selling is used especially in consumer marketing.
a. True
b. False
18. Sporadic recruiting is more desirable than continuous recruiting because of the expense involved in the process.
a. True
b. False
19. Using referrals falls under the approach step in the personal selling process.
a. True
b. False
20. Salespeople should know the sales objectives of the firm in order to know what they are expected to accomplish.
a. True
b. False
Name:
Class:
Date:
chapter 17
Page 3
21. Some support personnel, such as trade salespeople, may perform order-taking functions in addition to support
functions.
a. True
b. False
22. Two major categories of sales promotion methods are consumer and trade.
a. True
b. False
23. The preapproach is the first step in the personal selling process.
a. True
b. False
24. A salesperson should not attempt to close a transaction until he or she has finished the entire presentation.
a. True
b. False
25. Closing the sale is not a part of the sales presentation in which hidden objections are discovered.
a. True
b. False
26. The factors used to evaluate a salesperson’s performance are based on the sales objectives set by the sales manager for
that salesperson.
a. True
b. False
27. The use of sampling is declining.
a. True
b. False
28. If possible, the salesperson should handle objections only when they arise.
a. True
b. False
29. Sales promotion activities are generally used in conjunction with other promotional efforts.
a. True
b. False
30. One of the best ways to overcome a prospect’s objections is to anticipate them and to deal with them before the
prospect has an opportunity to mention them.
a. True
b. False
31. Sales promotion may facilitate personal selling.
Name:
Class:
Date:
chapter 17
Page 4
a. True
b. False
32. Sales promotion objectives should be consistent with the organization’s overall objectives and its marketing objectives.
a. True
b. False
33. Effective sales force motivation is achieved through a continual organized set of activities performed by the
company’s sales management.
a. True
b. False
34. Among others, management recruits from within the firm or from recommendations of individuals by current
employees.
a. True
b. False
35. A single salesperson may perform the functions of order getting, order taking, and support.
a. True
b. False
36. The focus of personal selling is shifting from selling a specific product to building long-term relationships with
customers by finding solutions to their needs, problems, and challenges.
a. True
b. False
37. Current customers are sources of leads for finding prospective customers.
a. True
b. False
38. Developing a list of potential customers is called prospecting.
a. True
b. False
39. To equalize the workload, a sales manager divides a geographic market into sales territories of equal size according to
land area.
a. True
b. False
40. A salesperson with a larger territory will have the advantage of being able to achieve more sales than salespeople with
smaller territories.
a. True
b. False
Name:
Class:
Date:
chapter 17
Page 5
41. It is never good to ask customers questions while giving the sales presentation, as the customer may raise objections
that the salesperson cannot overcome.
a. True
b. False
42. Sales promotion activities are always supplementary to personal selling and advertising.
a. True
b. False
43. Team selling involves building mutually beneficial long-term associations with a customer through regular
communications over prolonged periods of time.
a. True
b. False
44. The missionary salesperson’s primary purpose is to sell to the producer’s customers.
a. True
b. False
45. The aim of a motivational program is to create a working environment in which sales personnel can achieve their
goals.
a. True
b. False
46. Merchandise allowances are generally used in conjunction with high-volume, low-profit items.
a. True
b. False
47. Many consumers redeem coupons only for products they normally buy.
a. True
b. False
48. Decisions regarding sales promotion do not affect advertising decisions.
a. True
b. False
49. A straight commission compensation program ensures that selling costs will be predictable.
a. True
b. False
50. Training programs designed for experienced company salespeople generally are oriented toward product information.
a. True
b. False
51. A marketer’s selection of sales promotion techniques is influenced by the state of the competitive environment.
Name:
Class:
Date:
chapter 17
Page 6
a. True
b. False
52. Listening on the part of a salesperson is a major component in making a presentation.
a. True
b. False
53. When determining the characteristics desirable in salespeople, the sales manager should analyze the characteristics of
the successful and ineffective sales personnel within the firm.
a. True
b. False
54. Because salespeople are an expense to the company, yet they are the ones who generate revenues for the company,
management must strive to achieve optimality in the size of its sales force.
a. True
b. False
55. Generally, consumer sweepstakes are more popular than consumer contests.
a. True
b. False
56. Consumer contests and sweepstakes are used to promote established products and tend to generate similar levels of
consumer response.
a. True
b. False
57. The primary goals of personal selling are finding prospects, convincing prospects to buy, and keeping customers
satisfied.
a. True
b. False
58. Cooperative advertising refers to advertisements promoting a product and identifying participating retailers that sell
the product.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
59. Which of the following is the best example of a well-stated sales objective?
a. Companywide sales should increase by 25 percent.
b. Each salesperson should increase his or her client group by 10 percent.
c. Each salesperson should bring in $25,000 in new sales by November 15.
d. The sales force should increase the market share in all markets by December 1.
e. Each salesperson should increase the number of calls they make by 20 percent.
Name:
Class:
Date:
chapter 17
Page 7
60. Jake, a sales representative is returning from a week on the road. One of his activities this week is to develop ____,
which are designed to identify the customers called on and to present detailed information about interaction with those
clients.
a. Sales Invoices
b. Feedback notices
c. Expense reports
d. Call reports
e. Recall files
61. A television advertisement for Miracle-Gro lawn fertilizer indicates that the product is available at Kmart and
Walmart. This form of sales promotion is called a(n)
a. cooperative advertising.
b. dealer listing.
c. push money.
d. dealer loader.
e. advertising allowance.
62. The purpose of the ____ stage in personal selling is to determine customers’ problems and questions about using the
product.
a. prospecting
b. approach
c. overcoming-objections
d. follow-up
e. closing
63. In recent years the proportion of promotional dollars spent on sales promotion has
a. increased relative to advertising.
b. remained constant.
c. declined slightly, and the proportion spent on advertising has increased.
d. declined slightly, and the proportion spent on advertising has declined as well.
e. increased, and the proportion spent on advertising has risen as well.
64. Dylan is a sales person for Whole Foods. In his position, he is primarily responsible for seeking repeat sales. Dylan is
most likely a(n)
a. order getter.
b. order recorder.
c. order taker.
d. follow-up salesperson.
e. missionary salesperson.
65. Sayyid’s company has launched a new product line, and he is put in charge of sales. He decides his first step will be to
find potential customers in the company’s sales records. Sayyid is
a. prospecting.
b. screening.
c. researching.
d. pre-approaching.
e. surveying.
Name:
Class:
Date:
chapter 17
Page 8
66. A major disadvantage of personal selling is that it
a. is not remembered as well by consumers as advertising messages are.
b. cannot easily adjust the message to satisfy a customer’s information needs.
c. is very expensive per contact.
d. does not provide immediate feedback.
e. is not compatible with other promotional activities.
67. Refer to Scenario 17.1. Currently, Sean’s compensation is based on the ____ plan, however he is considering changing
to the ____ plan.
a. straight salary; salary plus commission
b. straight commission; straight salary
c. salary plus commission; straight commission
d. salary plus bonus; straight bonus
e. straight bonus; straight commission
68. You are an experienced and very successful sales rep for a major consumer products company. You are having lunch
with a group of newly-hired sales reps who just got their assigned sales territories. This is a very ambitious group of new
hires which is evidenced by the fact that they offered to buy you lunch if you would let them pick your brain about
successful sales tactics.
Which of the following personal selling success tips will you share with the new hires?
a. Don’t waste your time building a database of potential prospects.
b. Start selling as soon as you meet the prospect for the first time.
c. Don’t waste too much time on your sales presentation because it is not really important.
d. Be thorough in your pre-approach by doing your homework on your prospects.
e. Never try using a “trial close”.
69. Which of the following statements is not true about recruiting and training a sales force?
a. The source of recruits used by a manager depends on the type of salesperson required.
b. The more expensive steps of the selection process should occur near the end.
c. The sales manager should analyze traits of the firm’s successful and ineffective salespeople.
d. Marketers agree on a generally accepted set of traits for being an effective salesperson.
e. Companies who want to reduce sales force turnover are likely to have a strict recruiting process.
70. Vicky is hiring sales representatives for her insurance company. As she tries to attract and retain top-quality
salespeople, which of the following is least likely to affect the decisions of potential hires?
a. available on-site instruction
b. the mix of base salary with commissions and bonuses
c. the ability to work from home
d. whether the insurance products meet customer needs
e. how expensive the insurance plans being sold are
Scenario 17.2
Use the following to answer the questions.
The Presto Company manufactures several types of household appliances, including blenders, waffle makers, and home
deep fryers. Presto sells its products to retail stores such as Kohl’s, Macy’s, and J.C. Penney’s, through its own salesforce.
Name:
Class:
Date:
chapter 17
Page 9
Kerry Wilson is one of Presto’s salespeople, and is responsible for stores headquartered in Region 1 of the U.S. Kerry has
just come from a monthly meeting where she has been informed about the new stovetop grill that will be part of next
season’s lineup. Presto’s marketing department has developed a promotional plan for the new grill and outlined that plan
for the sales staff in the meeting. The promotional plan for the next 60 days will include television commercials which
demonstrate the new grill, in-store rebates, and a customer contest for the best grilled sandwich recipe. In addition, Kerry
and other members of the salesforce will be given a free grill for their own home use so they can become more familiar
with the product. Presto is also offering a free trip to New York City for their staff salesperson who has the highest dollar
in sales to his or her stores. To encourage the retail stores to push this product, Presto will offer the retail store a $5
discount for each grill that the store purchases after the 60-day promotion is over.
71. Refer to Scenario 17.2. Presto’s use of a free trip to New York is an example of ____, while the $5 discount to its retail
stores is an example of ____.
a. a trade allowance; a buy-back allowance
b. a buying allowance; a dealer loader
c. a dealer loader; a buy-back allowance
d. a sales contest; a buy-back allowance
e. a sales contest; a buying allowance
72. Ruby works as a salesperson and spends most of her time focusing on existing accounts, calling people to follow up
on previous sales to see if they are interested in making an additional purchase. Ruby’s job function is best described as
a. missionary sales.
b. current-customer sales.
c. order taking.
d. new-business sales.
e. trade sales.
73. Which of the following is most likely to stimulate customer loyalty?
a. Coupons
b. Sweepstakes
c. Frequent-user incentives
d. Samples
e. Premiums
74. Hannah is a retail salesperson for Crate and Barrel in Chicago. She is most likely classified as
a. an order getter.
b. support personnel.
c. trade salespeople.
d. an inside order taker.
e. a field order taker.
75. Which of the following statements is true about team selling?
a. It is not appropriate for expensive, complex, high-tech business products.
b. Teams typically consist of a sales rep and a marketing rep.
c. Teams do not include representatives from finance.
d. It is appropriate for expensive, complex, high-tech business products.
e. Teams usually include someone from human resources.
Name:
Class:
Date:
chapter 17
Page 10
76. Any marketing tactic used to stimulate wholesalers and retailers to carry a producer’s products and market those
products more aggressively is a
a. trade sales promotion method.
b. point-of-purchase material.
c. consumer sales promotion method.
d. merchandise allowance.
e. dealer loader.
77. A dealer loader is
a. additional compensation to salespeople from the manufacturer to promote a line of goods.
b. an agreement in which a producer offers free merchandise to a retailer.
c. an advertisement that promotes a product and identifies retailers who sell the product.
d. a gift to a retailer who purchases a specified quantity of merchandise.
e. a temporary price reduction to resellers for purchasing a certain quantity of merchandise.
78. After an increase in the usage of coupons during the economic downturn, the use of coupons has once again started to
decrease. Aside from increased spending power, consumers indicate a primary reason for not using coupons is
a. consumers do not like carrying coupons to the store.
b. consumers forget to use them.
c. the discount offered by using coupons is not large enough.
d. there is a lack of coupons for what consumers want to buy.
e. consumers do not mind paying full price for products.
79. Jennifer Clarkson, a sales representative for a publisher of college textbooks, had the southern half of the state as a
sales territory. Last year, the director of marketing for the publishing company told Jennifer’s sales manager to increase
her territory to the entire state. Now Jennifer’s customers are less satisfied with the company. They are most likely to
blame ____ for their reduced level of customer satisfaction.
a. the textbook authors
b. the company’s chief executive officer
c. the marketing manager
d. the sales manager
e. Jennifer
80. The final stage of the selling process is
a. closing.
b. trial close.
c. presentation.
d. follow-up.
e. overcoming objections.
81. Aaron Epstein tells his fellow retail salesperson at Zales Jewelers that during the second quarter he is going to sell all
the Alance watches he can and use his extra earnings to go to Cancun. He exclaims, “Can you believe the ____ program
they have on for this quarter?”
a. buying allowance
b. merchandise allowance
c. push money
d. dealer loader
e. sweepstakes
Name:
Class:
Date:
chapter 17
Page 11
82. Company sales records, commercial databases, newspaper announcements, telephone directories, and public records
are all sources used for
a. surveying.
b. screening.
c. researching.
d. preapproaching.
e. prospecting.
83. A support salesperson who usually advises customers on product characteristics and application, system design, and
installation procedures is a(n)
a. trade salesperson.
b. inside order taker.
c. tech support worker.
d. missionary salesperson.
e. technical salesperson.
84. Effective motivation of a sales force is best achieved through
a. annual retreats at resort locations open to families.
b. emphasizing sales force objectives and their connection to compensation.
c. an organized set of activities performed continuously.
d. motivation meetings when sales have declined.
e. daily pep talks before the sales force makes sales calls.
85. When deciding on sales promotion methods to employ, marketers take several factors into consideration. Which factor
below is unlikely to affect decisions regarding sales promotion methods?
a. Type of package
b. Product characteristics
c. Target market characteristics
d. Types of resellers
e. Competitive forces in the environment
86. Although Maybelline would like to use ____ as a consumer sales promotion method, this method has extremely high
labor costs that are more affordable for higher-end make-up companies such as Clinique and Estée Lauder.
a. frequent-user incentives
b. demonstrations
c. coupons
d. rebates
e. consumer contests
87. Paid personal communication that attempts to inform and persuade customers to purchase products in an exchange
situation is called
a. advertising.
b. sales promotion.
c. personal selling.
d. target marketing.
e. public relations.
Name:
Class:
Date:
chapter 17
Page 12
88. Which of the following statements is true about rebates?
a. Customers generally do not view the rebate process as complicated.
b. Mail-in rebates are most effective in situations where consumers require a reason to purchase an item.
c. Products associated with rebates are typically strong sellers.
d. Rebates do not degrade a product’s image or desirability.
e. Marketers use rebates as a substitute for coupons.
89. In establishing sales promotion objectives, a marketer should always
a. concentrate on activities that will increase consumer demand.
b. focus on consumers.
c. focus on resellers.
d. be defensive in the methods used.
e. align objectives with the organization’s overall objectives.
90. Before contacting prospects, a salesperson for an industrial cleaning equipment company analyzes information about
the prospects’ product needs, feelings about brands, and personal characteristics. This process is called
a. prospecting.
b. preapproach.
c. approaching the customer.
d. sales training.
e. sales planning.
91. Michelle works for a company that sells rotisseries for chicken and other foods. She answers phone calls from
customers who see infomercials on TV and call to order the product. Michelle is considered a(n)
a. order getter.
b. inside order taker.
c. support person.
d. field order taker.
e. trade salesperson.
92. When better market conditions prevail or when company growth occurs, a company may suffer if it
a. lowered its sales force objectives.
b. recruited additional salespeople.
c. decided to use a combination compensation plan.
d. provided additional training for its sales force.
e. cut back the size of its sales force.
Scenario 17.2
Use the following to answer the questions.
The Presto Company manufactures several types of household appliances, including blenders, waffle makers, and home
deep fryers. Presto sells its products to retail stores such as Kohl’s, Macy’s, and J.C. Penney’s, through its own salesforce.
Kerry Wilson is one of Presto’s salespeople, and is responsible for stores headquartered in Region 1 of the U.S. Kerry has
just come from a monthly meeting where she has been informed about the new stovetop grill that will be part of next
season’s lineup. Presto’s marketing department has developed a promotional plan for the new grill and outlined that plan
for the sales staff in the meeting. The promotional plan for the next 60 days will include television commercials which
Name:
Class:
Date:
chapter 17
Page 13
demonstrate the new grill, in-store rebates, and a customer contest for the best grilled sandwich recipe. In addition, Kerry
and other members of the salesforce will be given a free grill for their own home use so they can become more familiar
with the product. Presto is also offering a free trip to New York City for their staff salesperson who has the highest dollar
in sales to his or her stores. To encourage the retail stores to push this product, Presto will offer the retail store a $5
discount for each grill that the store purchases after the 60-day promotion is over.
93. Refer to Scenario 17.2. Which of the following are consumer sales promotion methods that Presto is using for the new
stovetop grill?
a. television commercials and the customer contest
b. television commercials and the in-store rebate
c. the customer contest and the in–store rebate
d. the sales force contest and the in-store rebate
e. the sales force contest and the customer contest
94. On a break between classes, Kelley checks her smartphone and enters her contact information on the Publishers
Clearing House site. She doubts that she will win $10 million, but she never passes up a chance to participate in a
a. lottery.
b. consumer contest.
c. game of chance.
d. sales contest.
e. sweepstakes.
95. Jordan is a sales manager for a wholesale auto parts company. To motivate his sales force to increase their sales to
retailers, he has created a(n) _____ where he will give the salesperson with the most dollar sales in the next month a two-
night stay at a nearby resort hotel.
a. sales territory
b. sales contest
c. organizational climate
d. compensation plan
e. commission plan
96. Which of the following is a reason why the use of sales promotion has increase dramatically?
a. Customers are more responsive to advertising.
b. Brand loyalty is increasing.
c. Retailers are demanding greater promotional efforts from manufacturers to boost profits.
d. Retailers are placing a stronger emphasis on long-term results versus short-term results.
e. Customers are less responsive to personal selling.
97. The best advice for recruiting and selecting salespeople for one’s organization would be
a. follow a clear set of generally accepted job characteristics when determining an applicant’s qualifications.
b. keep the expensive stages near the beginning of the recruiting process.
c. find out how long the applicant plans to stay with the company.
d. make recruitment a continuous activity aimed at seeking out the best applicants.
e. recruit primarily from educational institutions.
98. Jamba Juice offers its customers a stamp card that allows them to receive a free smoothie after they have filled an
entire card. This is an example of a
a. free sample.
Name:
Class:
Date:
chapter 17
Page 14
b. rebate.
c. frequent-user incentive.
d. premium.
e. consumer contest.
99. Which of the following statements is true about sales promotion?
a. Can increase sales by providing extra purchasing incentives.
b. It encompasses personal selling.
c. Sales promotion has increased dramatically, primarily at the expense of personal selling.
d. Product characteristics are not relevant when deciding on sales promotions.
e. It encompasses public relations.
100. You are a senior analyst in the worldwide sales and finance group at an auto parts company that is based in Detroit,
Michigan. Your boss has given you a project to answer the following questions:
• How many sales calls must the company make per year to effectively serve its customers?
• What is the average number of sales calls each sales rep in the company makes in a year?
Based on this project request, what element of the sales force management process is your boss focused on?
a. Establishing sales force objectives
b. Determining the sales force size
c. Recruiting and selecting salespeople
d. Training sales personnel
e. Compensating salespeople
101. Tony tells his wife, Camilla, that his last sales call of the day at DuPont was a disaster. He explains that he never
really figured out what the purchasing agent was looking for. Camilla, a sales trainer for another firm, hands Tony a book
on
a. listening skills.
b. overcoming objections.
c. prospect evaluation.
d. product demonstrations.
e. closing.
102. Which of the following is not a reason why the proportion of promotional dollars spent on sales promotion has
increased in recent years?
a. Retailers have become more powerful relative to manufacturers and are demanding more trade sales promotion
efforts.
b. Because of an increased focus on value, consumers are more responsive to promotional offers.
c. The greater emphasis on improving long-term performance has resulted in an increased use of sales promotion
methods.
d. Sales promotions aimed at convincing customers to change brands are more effective because of declines in brand
loyalty in general.
e. All of these are reasons for the increasing proportion of promotional dollars being spent on sales promotion
efforts.
103. In order to show consumers how well its blenders work and to stimulate sales, Vitamix often set up temporary booths
in stores where they have someone uses the blender in a variety of ways. This is an example of
Name:
Class:
Date:
chapter 17
Page 15
a. point-of-purchase material.
b. a demonstration.
c. a premium.
d. a free sample.
e. a merchandise allowance.
104. When a salesperson asks the customer to buy the product several times throughout the sales presentation in an effort
to uncover hidden objections, it is called
a. order taking.
b. new-business selling.
c. trial closing.
d. order getting.
e. overcoming objections.
105. Janetta tells her sales manager that she will be devoting more effort to ____ in the coming weeks, as her list of
potential customers has dwindled below the level of 30 firms recommended by the selling plan.
a. approaching customers
b. preapproaching
c. closing the sale
d. following up
e. prospecting
106. Tara is beginning her week as a sales representative for Logitech Technology. She decides to start the day by
developing a list of potential customers, which is called
a. preapproaching.
b. surveying.
c. scouting.
d. prospecting.
e. screening.
Scenario 17.2
Use the following to answer the questions.
The Presto Company manufactures several types of household appliances, including blenders, waffle makers, and home
deep fryers. Presto sells its products to retail stores such as Kohl’s, Macy’s, and J.C. Penney’s, through its own salesforce.
Kerry Wilson is one of Presto’s salespeople, and is responsible for stores headquartered in Region 1 of the U.S. Kerry has
just come from a monthly meeting where she has been informed about the new stovetop grill that will be part of next
season’s lineup. Presto’s marketing department has developed a promotional plan for the new grill and outlined that plan
for the sales staff in the meeting. The promotional plan for the next 60 days will include television commercials which
demonstrate the new grill, in-store rebates, and a customer contest for the best grilled sandwich recipe. In addition, Kerry
and other members of the salesforce will be given a free grill for their own home use so they can become more familiar
with the product. Presto is also offering a free trip to New York City for their staff salesperson who has the highest dollar
in sales to his or her stores. To encourage the retail stores to push this product, Presto will offer the retail store a $5
discount for each grill that the store purchases after the 60-day promotion is over.
107. Refer to Scenario 17.2. Presto appears to be using ____ to educate its sales force.
a. formal sales training
b. on-the-job training
c. negative motivation
Name:
Class:
Date:
chapter 17
Page 16
d. territorial meetings
e. recruiting training
108. When Levi’s agrees to pay JC Penney’s money for providing television advertising and Sunday newspaper sales fliers
emphasizing Levi’s jeans, Levi’s is offering
a. premium money.
b. cooperative advertising.
c. a dealer loader.
d. a buying allowance.
e. a merchandise allowance.
109. Order-getting activities are divided into two categories:
a. missionary sales and technical sales.
b. current-customer sales and new-business sales.
c. order takers and trade sales.
d. current sales and support sales.
e. inside order sales and field order sales.
110. ____ are offers of cash to customers who purchase a specific product, and ____ are offers of cash to customers who
purchase a specific quantity of a specific product.
a. Rebates; reimbursements
b. Cents-off; refunds
c. Rebates; premiums
d. Buy-back allowances; money refunds
e. Rebates; money refunds
111. Scott Bartello, a salesperson for Lamkin Golf Products, develops a list of potential customers and evaluates them on
the basis of their ability, willingness, and authority to purchase copy machines. This process is called
a. customer search.
b. preapproach.
c. customer evaluation.
d. customer pre-approval.
e. prospecting.
112. To increase sales of Chex cereals, Ralston Purina offered a free pound of bananas to customers who bought the large-
size box. This form of sales promotion is called a
a. premium.
b. coupon.
c. cents-off offer.
d. free sample.
e. money refund.
113. Signs, counter pieces, racks, and self-service cartons are all forms of
a. in-store attention grabbers.
b. demonstrations.
c. retail media.
d. premiums.
Name:
Class:
Date:
chapter 17
Page 17
e. point-of-purchase displays.
114. Carlos generally makes cold calls on businesses to look for new prospects. He has many satisfied customers, but like
many salespeople, he does not frequently utilize one of the best ways to find new prospects, which is through
a. friends and coworkers.
b. customer referrals.
c. trade shows.
d. past sales.
e. other employees.
115. A missionary salesperson is usually employed by
a. a retailer.
b. a wholesaler.
c. either a retailer or a producer.
d. a manufacturer.
e. an independent intermediary.
116. After compiling a list of potential customers, a salesperson must
a. evaluate whether each prospect is able, willing, and authorized to buy the product.
b. determine whether or not each prospect is really in his target market.
c. find and analyze information about each prospect’s specific needs and current brand choices.
d. develop a presentation for each of the potential customers on his list.
e. contact each of the prospects to get an initial feel for how likely they are to purchase his products.
117. Which of the following statements is true about personal selling?
a. Personal selling provides marketers the least freedom to adjust their message to satisfy customers’ information
needs.
b. Personal selling is not necessary for expensive or high-risk products.
c. Personal selling is the most precise of all promotional methods.
d. A major advantage of personal selling is its cost.
e. Personal is not the most effective way to form relationships with customers.
118. An arrangement in which a manufacturer pays a certain amount of a retailer’s media costs for advertising that
manufacturer’s products is
a. a buy-back allowance.
b. a merchandise allowance.
c. premium money.
d. push money.
e. cooperative advertising.
119. Recruiting and selection of salespeople should include enough steps to yield the information needed to make accurate
selection decisions. However, the stages of the process should be sequenced so that the more expensive steps are
a. near the beginning.
b. always completed before anything else.
c. near the end.
d. paid by the prospects rather than the company.
e. never reached.
Name:
Class:
Date:
chapter 17
Page 18
120. During the personal selling process, a salesperson, if possible, should handle objections when
a. they arise.
b. the salesperson begins the trial close.
c. the sales presentation is approximately half completed.
d. the customer appears to be unhappy or agitated.
e. the salesperson begins the sales presentation.
121. Which of the following involves building mutually beneficial long-term associations with a customer⎯usually a
business customer⎯through regular communications over prolonged periods of time?
a. CRM selling
b. Missionary selling
c. Exclusive selling
d. Team selling
e. Relationship selling
122. If Green Giant wants to provide its resellers with a secondary incentive to stimulate repurchases after an initial
consumer coupon campaign for its latest product, it can offer resellers a sum of money for each unit purchased. This type
of sales promotion is a
a. buying allowance.
b. count-and-recount allowance.
c. scan-back allowance.
d. buy-back allowance.
e. coupon follow-up campaign.
123. Which of the following statements is true about salespeople?
a. They are often the knowledge experts for their firm.
b. They should always focus on the sale and not the relationship.
c. They should start selling as soon as they meet a new prospect.
d. They do not need to be experts on the benefits of their products.
e. They should not waste time focusing on competitors’ actions.
124. A salesperson will be better able to determine the prospect’s specific needs by
a. listening carefully to questions and comments and watching reactions during the sales presentation.
b. waiting until after the sale to see how the client is enjoying the use of the product.
c. doing extensive research before the approach and making the sales presentation without adjustment.
d. using trial closings throughout the sales presentation.
e. making a very thorough and detailed sales presentation about the products and services being offered.
125. The ____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.
a. proposal
b. closing
c. overcoming objections
d. approach
e. trial
Name:
Class:
Date:
chapter 17
Page 19
126. In designing sales territories, a sales manager considers several major factors. The territories must be constructed so
that sales potential can be measured; the shape of the territories should facilitate salespeople’s activities to provide the best
possible coverage of customers; and
a. territories should be designed to minimize selling costs.
b. all territories should be of similar size.
c. the territorial pattern should consist of concentric circles.
d. the density of potential customers should be minimized.
e. the distribution of customers should be relatively equal.
127. Olivia is the manager of Human Resources for Zappos.com. She is currently reviewing the sales force compensation
method used at Zappos.com to determine if there is a better way to manage compensation. Olivia knows that the ____
method is easy to administer, yields more predictable selling expenses, and provides sales managers with a large degree of
control over salespeople.
a. Straight commission
b. Salary plus bonus
c. Salary and commission
d. Straight commission and combination
e. Straight salary
128. The stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather
information about the customer’s needs and objectives, and build a rapport with the prospective customers is called
a. prospecting.
b. preapproach.
c. approach.
d. making the presentation.
e. overcoming objections.
129. While sales contests can motivate employees at all levels to participate, a disadvantage of this method of sales
promotion is that
a. they are often too complicated.
b. they are not taken seriously by the employees.
c. people often discontinue their positive behavior after the contest is over.
d. many point-of-purchase display materials are needed to implement a contest.
e. people often feel they are not being recognized enough.
130. Daphne King of Cleborn Pharmaceuticals tells a sales management class at the state university that her job is to call
on doctors and explain the benefits of new prescription drugs that her firm develops. Daphne would call herself a(n)
a. technical salesperson.
b. missionary salesperson.
c. order taker.
d. order getter.
e. trade salesperson.
Scenario 17.2
Use the following to answer the questions.
The Presto Company manufactures several types of household appliances, including blenders, waffle makers, and home
deep fryers. Presto sells its products to retail stores such as Kohl’s, Macy’s, and J.C. Penney’s, through its own salesforce.
Name:
Class:
Date:
chapter 17
Page 20
Kerry Wilson is one of Presto’s salespeople, and is responsible for stores headquartered in Region 1 of the U.S. Kerry has
just come from a monthly meeting where she has been informed about the new stovetop grill that will be part of next
season’s lineup. Presto’s marketing department has developed a promotional plan for the new grill and outlined that plan
for the sales staff in the meeting. The promotional plan for the next 60 days will include television commercials which
demonstrate the new grill, in-store rebates, and a customer contest for the best grilled sandwich recipe. In addition, Kerry
and other members of the salesforce will be given a free grill for their own home use so they can become more familiar
with the product. Presto is also offering a free trip to New York City for their staff salesperson who has the highest dollar
in sales to his or her stores. To encourage the retail stores to push this product, Presto will offer the retail store a $5
discount for each grill that the store purchases after the 60-day promotion is over.
131. Refer to Scenario 17.2. Kerry and the other salesforce members are best described as a ____ sales force.
a. technical
b. missionary
c. trade
d. field
e. pioneer
132. Creative selling, which requires that salespeople recognize a potential buyer’s needs and then provide the prospect
with the necessary information, is performed by
a. order takers.
b. order getters.
c. missionary salespeople.
d. trade salespeople.
e. technical salespeople.
133. Ron is a sales representative for Staples. He works in a business-to-business environment trying to sell office supply
products to offices. He works to build long-term associations with his customers by regularly communicating with them.
He spends a long time listening to their needs and provides support after the sale. Which type of selling is Ron engaged
in?
a. order taking
b. team selling
c. technical selling
d. missionary selling
e. relationship selling
134. Natalie is a sales representative with Nike. Tomorrow she will join with people from the firm’s financial,
engineering, and other functional areas to engage in the personal selling process. Natalie is engaged in
a. Trade selling
b. Missionary selling
c. Relationship selling
d. Team selling
e. Technical selling
135. The most common sales force evaluation practices are for sales managers to compare a salesperson’s performance
with other salespeople operating under similar selling conditions, or to compare
a. the size of sales territories.
b. selling expenses by various members of the sales force.
c. the amount of new business generated.
d. current performance with past performance.