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e. the ratio of costs to profits.
136. Which of the following is particularly appropriate for pricey high-tech business products, such as jet aircraft and
medical equipment?
a. Team selling
b. Relationship selling
c. Trade selling
d. Technical selling
e. Missionary selling
137. A ___________ is an advertisement promoting a product and identifying the names of participating retailers that sell
the product.
a. cooperative advertisement
b. push money
c. dealer loader
d. premium money
e. dealer listing
138. As Quaker Oats tries to decide how to introduce its new line of breakfast bars, it considers all the advantages and
disadvantages of the various consumer sales promotion methods. After careful consideration, Quaker Oats decides to use
____, which are the most widely used form of consumer sales promotion.
a. free samples
b. rebates
c. point-of-purchase displays
d. coupons
e. cents-off offers
139. A salesperson finds and analyzes information about each prospect’s specific product needs, current use of and feeling
about brands, and personal characteristics during
a. prospecting.
b. the approach.
c. presentation preparation.
d. overcoming objections.
e. the preapproach.
140. Mrs. Brucker, you would agree that this is the most attractive car interior in this price range, wouldn’t you?” Cliff
Davis, a salesperson at Midtown Ford, was using a(n) ____ when he made this statement.
a. referral
b. objective
c. bandwagon approach
d. follow-up
e. trial close
141. Sebastian, Kevin’s sales manager, points out to him that his last shopper in the housewares department didn’t seem
interested or involved as he explained the new food processor to her. Sebastian suggests that Kevin use a(n) ____ as part
of his presentation next time.
a. video
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b. information pamphlet
c. demonstration
d. trial close
e. overcoming objections approach
142. Tyler is a purchasing agent for Kellogg’s. He is currently negotiating with his suppliers to receive a _______, which
is a temporary price reduction to resellers for purchasing specified quantities of a product.
a. push money allowance
b. a merchandise allowance
c. a buying allowance
d. a buy-back allowance
e. a discount
143. While anticipating objections and countering them before they are asked is a good idea, one negative consequence of
doing so is that the salesperson may
a. annoy the customer.
b. mention objections the customer had not thought of.
c. take too long in trying to sell the product, and the customer may stop listening.
d. not emphasize its features and benefits enough.
e. begin to lie about the product.
144. Which of the following is not true when making the sales presentation?
a. The salesperson should focus on anticipating questions and answering them before they’re asked.
b. The salesperson must spark interest in the product.
c. The salesperson should not only talk but also listen to the customer.
d. The salesperson should involve the customer by having him or her hold, touch, or use the product.
e. A salesperson should not sound like he or she is just reading a script (i.e., he or she should be flexible and respond
to the customers’ comments).
145. Personal selling goals include finding prospects, convincing prospects to buy, and
a. monitoring new products being developed.
b. being aware of competitors’ sales activities.
c. seeking one-sale customers.
d. avoiding repeat transactions.
e. keeping customers satisfied.
146. Creating a favorable impression and developing rapport with prospective customers is a critical part of the ____ step
of personal selling.
a. following up
b. making the presentation
c. approach
d. prospecting
e. preapproach
147. Jana works for Hormel Foods and she frequently sets up special displays and distributes samples of Hormel products
to customers in supermarkets. Jana would best be classified as a(n)
a. trade salesperson.
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b. technical salesperson.
c. inside order taker.
d. field order taker.
e. missionary salesperson.
148. The difference between consumer sales promotion methods and trade sales promotion methods is
a. with consumer sales promotion, marketers try to persuade retailers to carry their products.
b. with trade sales promotion, marketers focus on trading with consumers.
c. consumer and trade sales promotions aim at retailers, but only trade sales promotions aim at wholesalers.
d. consumer sales promotions focus on getting consumers to buy their products, whereas trade sales promotions
focus on getting wholesalers and retailers to buy.
e. trade sales promotions attempt to persuade people to buy at particular stores, whereas consumer sales promotions
focus on persuading people to buy particular products.
149. Cheyenne calls to see if her customer’s new hardwood floors were installed correctly
a. during the follow-up step.
b. immediately after the closing.
c. near the end of the sales presentation.
d. the next time she makes a sales call to that customer.
e. after she receives cash payment from that customer.
150. Sometimes retailers are offered temporary price reductions for purchasing specified quantities of a product. These
offers are used to provide an incentive to handle a new product, to achieve a temporary price reduction, or to stimulate the
purchase of an item in large quantities. What is this sales promotion?
a. Push money
b. Buy-back allowance
c. Buying allowance
d. Cents-off offer
e. Money refund
151. ____ are items offered free or at minimal cost as a bonus for purchasing a product.
a. Rebates
b. Premiums
c. Samples
d. Merchandise allowances
e. Coupons
152. Which of the following statements is not true about training salespeople?
a. Some firms put new employees into the field immediately, before any formal training.
b. Sales training for experienced personnel is often scheduled when sales activities are not too demanding.
c. Training programs for experienced salespeople usually emphasize product information or new technology.
d. Ethics training can be used to improve employee satisfaction and help prevent misconduct.
e. Training programs for new sales personnel are never more than two weeks long.
Scenario 17.1
Use the following to answer the questions.
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Jafrum, Inc. is a wholesale supplier of motorcycle accessories, clothing, and tools to various motorcycle retail stores
around the country. Jafrum does not manufacture these items, but sells them to other retailers and also sells its
merchandise through its website. Sean Thompson is one of the salespeople for Jafrum, and is responsible for obtaining
new customers, increasing sales to current customers, and visiting the retail stores throughout the country. Recently, he
has been given the sales objective from Jafrum’s management to increase sales dollars by 15% in the coming year by
adding new customers. Sean’s current compensation is based on a $1,000 per month draw, plus 5% of all sales over
$100,000. His salary last year totaled $42,000. Management has given Sean the choice of going to a compensation plan
where he will earn 15% of all sales, but no draw.
153. Refer to Scenario 17.1. Sean selects several motorcycle stores who are not currently his customers. He then obtains
and analyzes information about the current brands of motorcycle accessories they stock, their sales trends, and credit
history. Sean is engaged in which of the following?
a. prospecting.
b. the preapproach.
c. approaching the customer.
d. making the presentation.
e. overcoming objections.
154. When a manufacturer rewards retailers based on the number of pieces moved through their scanners, this sales
promotion method is known as a
a. merchandise allowance.
b. count-and-recount allowance.
c. buy-back allowance.
d. scan-back allowance.
e. scan-count allowance.
155. Jenny is making a sales presentation to a retailer that may be willing to carry her line of soaps. During the
presentation, she will handle any objections as they are made. This is because when she anticipated and countered
potential objections in prior presentations, she found that she
a. came across as being dishonest.
b. seemed to annoy the potential client.
c. forgot to highlight the soap’s benefits and features.
d. raised objections that the prospect would not have.
e. made the presentation too long.
156. Which of the following is an example of a trade sales promotion method?
a. Frequent-user incentives
b. Point-of-purchase displays
c. Retailer coupons
d. Free merchandise
e. Money refunds
157. If a manager tries to form territories with equal sales potential, the territories will usually be unequal in geographic
size; this will cause the salespeople with larger territories to
a. develop larger income potentials.
b. have to work longer and harder to generate a certain sales volume.
c. work about the same amount, since potential is the same.
d. have much larger sales than those salespeople with smaller territories.
e. be limited to a smaller income potential.
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158. The two groups of order takers in personal selling are
a. current customer salespeople and new-business salespeople.
b. missionary salespeople and trade salespeople.
c. inside order takers and field order takers.
d. trade salespeople and technical salespeople.
e. advisory order takers and support order takers.
159. Sales force objectives are generally established for
a. the organization as a whole only.
b. the total sales force and for each salesperson.
c. just each salesperson but not the whole sales force.
d. for each department or division of the company.
e. long-term but not short-term salespeople.
160. Doug travels around to various established customers to see what new office supplies they need. His customers have
come to depend on him to check their supplies. Doug is a(n)
a. field order taker.
b. current customer order getter.
c. missionary salesperson.
d. inside order taker.
e. trade salesperson.
161. Which of the following statements is not true about the follow-up step of the personal selling process?
a. The salesperson should contact the customer to see if there are any problems with the product.
b. Following up aids the salesperson in creating a solid relationship with the customer.
c. The salesperson can try to determine the customer’s future needs.
d. The follow-up helps create loyalty on the part of the buyer.
e. Salespeople should only follow up with dissatisfied customers.
162. The salesperson must attract and hold the prospect’s attention, stimulate interest, and spark a desire for the product
during the
a. prospecting.
b. preapproach.
c. follow up.
d. approach.
e. sales presentation.
163. Refer to Scenario 17.1. Sean has narrowed his list and is preparing a packet of information about Jafrum and its
products to send to the prospects. He also includes a letter of introduction and says he will contact them within the next
two weeks to set up a sales visit. In this scenario, Sean is all of the following except
a. a trade salesperson.
b. a field order taker.
c. a missionary salesperson.
d. an order getter.
e. a new business salesperson.
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164. The greatest amount of responsibility for providing customer satisfaction falls on the shoulders of
a. chief executive officers.
b. salespeople.
c. sales managers.
d. quality control experts.
e. marketing directors.
165. Jose Suarez has been hired as sales manager at a new firm and is trying to come up with a sales force compensation
method. He would like to have selling expenses relate directly to sales resources, an aggressive sales force, and
minimization of non-selling tasks. What compensation method(s) would best fulfill his requirements?
a. Combination
b. Straight salary
c. Straight salary plus generous fringe benefits
d. Straight commission
e. Salary plus a bonus
166. A _____________ is a sum of money that a producer gives to a reseller for each unit the reseller buys after an initial
promotional deal is over.
a. scan-back allowance
b. merchandise allowance
c. buying allowance
d. buy-back allowance
e. push money
167. You are conducting interviews for new sales representatives for your manufacturing firm. You are primarily looking
for candidates that you feel can be successful at assisting your wholesaling customers sell to their customers. Which of the
following types of sales representatives are you looking for primarily?
a. Order takers
b. Order processer
c. Order getters
d. Technical sales reps
e. Missionary sales reps
168. At one time, Wheaties offered two free golf balls with the purchase of a twin pack of Wheaties cereal featuring Tiger
Woods. This is an example of a
a. consumer prize.
b. rebate.
c. premium.
d. free sample.
e. free merchandise.
169. As a promotional strategy, using coupons strives to achieve all of the following except
a. show how a product is used.
b. increase sales volume quickly.
c. introduce new package sizes.
d. prompt trial usage of a new product.
e. attract repeat users.
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170. Jin Xiao, a trained engineer, is a salesperson for a chemical manufacturer. He provides current customers with advice
about a product’s characteristics and applications. He is a(n)
a. missionary salesperson.
b. trade salesperson.
c. field order taker.
d. inside order taker.
e. technical salesperson.
171. Sales objectives can do all of the following except
a. serve as a deterrent both to salespeople and their clients.
b. give the sales force direction and purpose.
c. serve as a standard for evaluating salesperson performance.
d. let the sales force know what is expected of them.
e. help to control the sales force.
172. Tim has just finished compiling a list of potential customers and evaluating their ability, willingness, and authority to
buy. He knows his next step in the personal selling process is to
a. approach.
b. preapproach.
c. make the presentation.
d. prospect.
e. overcome objections.
173. Realizing that her firm’s sales promotion budget was small and cut by 30 percent for the coming year, Stacey
Baronas rules out ____ as playing a role in her sales promotion plan.
a. samples
b. coupons
c. point-of-purchase materials
d. money refunds
e. premiums
174. A salesperson should try to close the sale
a. at the end of the sales presentation.
b. during the preapproach.
c. about halfway through the sales presentation.
d. after overcoming the biggest objection.
e. several times during the sales presentation.
175. Which of the following is least likely to be directly involved in actually making sales?
a. Order taker
b. Current-customer salesperson
c. Order getter
d. Field order taker
e. Support sales personnel
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176. Garrett Almar tells a fellow buyer at Robins Wholesale Parts that the last salesperson who called on him before lunch
was a real loser: “He has done a poor job of ____. He didn’t even know what brands we carry or what types of retailers we
service!”
a. prospecting
b. preapproach
c. follow-up
d. presenting
e. approach
177. Nick is a salesperson for DuPont. His college degree is in engineering, with a minor in physical science. Nick is most
likely a(n)
a. trade salesperson.
b. missionary salesperson.
c. technical salesperson.
d. chemicals order taker.
e. support to the sales staff.
178. Fraudulent usage, inability to attract potentially brand-loyal customers, and use by current customers but not new
customers are believed to be disadvantages of which of the following?
a. Sweepstakes
b. Money refunds
c. Frequent-user incentives
d. Coupons
e. Premiums
179. All of the following are key areas of sales force management except
a. compensating salespeople.
b. coordinating sales promotion efforts.
c. recruiting salespeople.
d. training sales personnel.
e. motivating sales personnel.
180. A sales representative for Coca-Cola travels to various restaurants to determine how much syrup the customer needs
for the coming period. This sales representative would be classified as a(n)
a. order getter.
b. inside order taker.
c. field order taker.
d. missionary salesperson.
e. trade salesperson.
181. The step of the personal selling process in which a salesperson contacts a potential customer is called
a. making the presentation.
b. cold calling.
c. the preapproach.
d. the approach.
e. prospecting.
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182. Advertising that encourages customers to send in reply cards for additional information aids salespeople in achieving
which goal of personal selling?
a. Convincing prospects to buy
b. Finding prospects
c. Keeping customers satisfied
d. Making the presentation
e. Following up the sale
183. Personal selling is changing in today’s marketplace due to several factors. Which of the following is not a factor that
impacts today’s promotion through personal selling?
a. The difficulty in keeping customers because they are fickle.
b. New technology provides up–to-date information in the field.
c. The way in which customers gain information about a company or product.
d. Social CRM allows companies to discover and engage customers.
e. Electronic sales presentations through social media technology.
184. Ryan Amerson leads his company’s clients through the installation procedure of their new industrial equipment. He
also helps answer their questions about product characteristics and system design both before and after their purchases.
Ryan is a
a. trade salesperson.
b. missionary salesperson.
c. technical salesperson.
d. systems engineer.
e. field order taker.
185. Customer density and distribution are important factors in
a. prospecting.
b. motivating salespeople.
c. creating sales territories.
d. compensating salespeople.
e. establishing sales force objectives.
186. You are conducting interviews for new sales representatives for your electronics firm. You are primarily looking for
candidates that you feel can be successful at selling to new customers. Your current staff is full of sales representatives
who are exceptional at generating repeat sales.
Which of the following types of sales representatives are you looking for primarily?
a. Order takers
b. Support personnel
c. Order getters
d. Missionary sales reps
e. Technical sales reps
187. Stacey’s client group has been gradually shrinking and she is looking for new prospective clients. She has decided to
spend a couple of days approaching potential customers without any prior consent. Stacey’s method of approach is known
as
a. referral approach.
b. ambulance chasing.
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c. door–to–door selling.
d. cold canvass.
e. repeat contact.
188. You are the head of sales training for a major financial services firm in New York City. You are conducting a sales
training class for a group of new sales trainees. You are a strong believer in using a structured approach to personal
selling.
Based on this information, which of the following personal selling process steps are you going to tell the trainees to
perform first?
a. Develop a database of potential customers.
b. Develop an engaging sales presentation.
c. Practice closing the sale.
d. Develop a prospect follow-up checklist.
e. Analyze information about potential customers’ needs.
189. During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, “Would you prefer black or
stainless steel?” This is an example of a
a. referral.
b. recommendation.
c. follow up.
d. trial close.
e. closing argument.
190. Jake is a sales representative for General Mills. Each week he uploads his plans for visiting clients out in the field to
a routing and scheduling decisions system. Eric knows that one of the primary goals of routing and scheduling decisions
in personal selling is to
a. determine the sequence in which customers will be called on.
b. use existing transportation facilities.
c. minimize non-selling time.
d. determine duration of sales calls.
e. provide salespeople with an opportunity to plan their own routes and schedules.
191. A company may determine how many sales calls per year it needs to serve customers effectively and divide that by
the average number of sales calls made by one salesperson in order to
a. recruit appropriate salespeople.
b. set sales force calling objectives.
c. compensate salespeople fairly.
d. train its salespeople.
e. determine sales force size.
192. Rick is a sales representative for Lucent Technologies. He has reviewed a prospect’s account and credit history,
identified product needs, and gathered the appropriate literature he needs. Rick feels he is ready for the ____ step of the
personal selling process.
a. objections
b. presentation
c. approach
d. preapproach
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e. sales-planning
Scenario 17.1
Use the following to answer the questions.
Jafrum, Inc. is a wholesale supplier of motorcycle accessories, clothing, and tools to various motorcycle retail stores
around the country. Jafrum does not manufacture these items, but sells them to other retailers and also sells its
merchandise through its website. Sean Thompson is one of the salespeople for Jafrum, and is responsible for obtaining
new customers, increasing sales to current customers, and visiting the retail stores throughout the country. Recently, he
has been given the sales objective from Jafrum’s management to increase sales dollars by 15% in the coming year by
adding new customers. Sean’s current compensation is based on a $1,000 per month draw, plus 5% of all sales over
$100,000. His salary last year totaled $42,000. Management has given Sean the choice of going to a compensation plan
where he will earn 15% of all sales, but no draw.
193. Refer to Scenario 17.1. Sean is developing his list of potential new retail customers by accessing the yellow pages
online. Here he finds the contact information for every motorcycle store in the 48 contiguous states, and eliminates those
who currently are his customers. Sean is involved in which step of the personal selling process?
a. Prospecting
b. Preapproach
c. Overcoming objections
d. Closing
e. Following up
194. Kayla is the owner of a group of women’s clothing stores located throughout the midwestern United States. Recently,
she made a large purchase from a leading clothing manufacturer, and was given ____, which is a gift to a retailer who
purchases a specified quantity of merchandise.
a. a dealer loader
b. a premium
c. push money
d. a merchandise allowance
e. a buy-back allowance
195. Assisting the producer’s customers in selling to those customers is the major purpose of which type of salesperson?
a. Trade salesperson
b. Technical salesperson
c. Missionary salesperson
d. Order getter
e. Order taker
196. Yolanda’s job is to find new customers for her company’s telecommunication services. She encourages existing
customers to add more services and finds customers who are completely new to the company. Yolanda would best be
classified as a(n)
a. order taker.
b. order generator.
c. missionary salesperson.
d. technical salesperson.
e. order getter.
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197. Maria Martinez works for a cosmetics manufacturer and is responsible for ensuring that retailers have adequate
quantities of products when they need them. However, she is directing much of her effort toward helping the retailers
promote the products. She would be characterized as belonging to which group of salespeople?
a. Trade salespeople
b. Field order takers
c. Advisory salespeople
d. Technical salespeople
e. Order getters
198. A sales rep’s actual sales relative to sales potential is relevant to the sales manager in which of the following phases
of the sales management process?
a. Managing sales territories
b. Motivating salespeople
c. Retaining salespeople
d. Training sales people
e. Controlling and evaluating sales force performance
199. Sydney won a hot-air balloon ride and dinner for two for being the top revenue-producing mortgage loan officer at
her company for the month of October. This contest exemplifies a company’s efforts at
a. motivating salespeople.
b. compensating salespeople.
c. providing training for the sales force.
d. increasing sales territories.
e. promoting salespeople.
200. Zack Freedman is an experienced salesperson who has worked for the same company for 20 years. When he is
informed that he must attend a training seminar the following Tuesday, he believes it will most likely be about
a. the company.
b. his customers’ companies.
c. basic selling methods.
d. new-product information.
e. prospecting.
201. Nate is preparing to evaluate one of his sales representatives, Julie Hill. His evaluation of her performance for the
prior year led to his conclusion that she often lacked key product information at sales presentations. At their upcoming
session, he will most likely do which of the following?
a. Decrease the size of her territory.
b. Increase her sales quotas.
c. Terminate her.
d. Recommend that she attend a training program.
e. Ignore this problem given that her sales results were good.
202. Heinz uses various techniques such as coupons, free samples, and consumer contests to encourage consumers to try
its products. All of these marketing activities are considered
a. trade sales promotion methods.
b. consumer incentives.
c. consumer sweepstakes.
d. buying allowances.
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e. consumer sales promotion methods.
203. Savanna is a sales person for Aeropostale. Her compensation is based on a set salary plus a commission based on
sales. Savanna’s compensation is based on a(an)
a. straight salary compensation plan.
b. combination compensation plan.
c. cafeteria plan.
d. straight commission compensation plan.
e. salary plus bonus program.
204. How has the expenditure of promotional dollars on advertising, consumer sales promotion methods, and trade sales
promotion methods changed in recent years?
205. Differentiate between team selling and relationship selling.
206. Identify and discuss the general steps in the personal selling process.
207. Identify and describe several ways to motivate sales personnel.
208. Discuss the major factors to consider when designing sales territories.
209. Identify the major features of effective sales force compensation plans.
210. Explain the major issues to consider when developing a sales training program.
211. Discuss the purpose of coupons in sales promotion.
212. What is the rationale for having sales force objectives, and how are they developed?
213. List three major types of sales force compensation methods. What are the advantages and disadvantages of each?
214. Identify and discuss some of the key objectives in using sales promotion.
215. List the three major types of salespeople and indicate how they differ.
216. Describe consumer sales promotion and trade sales promotion, and then explain how they differ.
217. Explain how a salesperson’s performance can be evaluated.
218. Identify four consumer and four trade sales promotion techniques, and describe each one.