36. 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.
c. door-to-door selling.
d. cold canvass.
e. repeat contact.
37. The salesperson must attract and hold the prospect’s attention, stimulate interest, and spark a desire for the product
during the _____ step.
a. closing
b. preapproach
c. follow up
d. approach
e. sales presentation
Chapter 17 – Personal Selling and Sales Promotion
38. 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.
39. At the _____ stage of the personal selling process, a salesperson asks the prospect to buy the product.
a. proposal
b. closing
c. overcoming objections
d. approach
e. trial
Chapter 17 – Personal Selling and Sales Promotion
40. 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. preapproaching.
b. new-business selling.
c. closing.
d. prospecting.
e. following up.
41. 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
Chapter 17 – Personal Selling and Sales Promotion
42. Cheyenne, a sales person, should call 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.
43. 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.
Chapter 17 – Personal Selling and Sales Promotion
44. 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. trade salespeople.
c. missionary salesperson.
d. technical salesperson.
e. order getter.
45. 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.
Chapter 17 – Personal Selling and Sales Promotion
46. 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. technical salesperson.
c. order taker.
d. follow-up salesperson.
e. missionary salesperson.
47. 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.
Chapter 17 – Personal Selling and Sales Promotion
48. Hannah is a retail salesperson for a furniture store. 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.
49. 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.
Chapter 17 – Personal Selling and Sales Promotion
50. A sales representative of a soft drink company 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.
51. 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.
Chapter 17 – Personal Selling and Sales Promotion
52. A missionary salesperson is most likely employed by:
a. a retailer.
b. a wholesaler.
c. an order getter.
d. a manufacturer.
e. an independent intermediary.
53. Which of the following is least likely to be directly involved in making sales?
a. Order taker
b. Current-customer salesperson
c. Order getter
d. Field order taker
e. Support sales personnel
Chapter 17 – Personal Selling and Sales Promotion
54. Assisting the producer’s customers in selling to their own customers is the major purpose of a(n) _____.
a. trade salesperson
b. technical salesperson
c. missionary salesperson
d. order getter
e. order taker
55. Jim Zanders, 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.
Chapter 17 – Personal Selling and Sales Promotion
56. 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.
57. 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.
b. technical salesperson.
c. inside order taker.
d. field order taker.
e. missionary salesperson.
Chapter 17 – Personal Selling and Sales Promotion
58. 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:
a. trade salespeople.
b. field order takers.
c. advisory salespeople.
d. technical salespeople.
e. order getters.
59. Nick is a salesperson for a chemical company. His college degree is in engineering, with a minor in physical
science. He was trained to advice customers on the unique characteristics of each product. Nick is most likely a(n):
a. trade salesperson.
b. missionary salesperson.
c. technical salesperson.
d. chemicals order taker.
e. field order taker.
Chapter 17 – Personal Selling and Sales Promotion
60. 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. field order taker.
d. missionary salesperson.
e. technical salesperson.
61. Ryan Scott 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.
Chapter 17 – Personal Selling and Sales Promotion
62. Natalie is a sales representative with Nike. In a few days, 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.
63. 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
Chapter 17 – Personal Selling and Sales Promotion
64. Which of the following involves building mutually beneficial long-term associations with a customerusually a
business customerthrough regular communications over prolonged periods of time?
a. Trade selling
b. Missionary selling
c. Exclusive selling
d. Team selling
e. Relationship selling
65. 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.
Chapter 17 – Personal Selling and Sales Promotion
66. Sales objectives can do all of the following except:
a. serving as a deterrent both to salespeople and their clients.
b. giving the sales force direction and purpose.
c. serving as a standard for evaluating salesperson performance.
d. letting the sales force know what is expected of them.
e. helping to control the sales force.
67. Sales force objectives are generally established for:
a. the organization as a whole only.
b. the total sales force and 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.
Chapter 17 – Personal Selling and Sales Promotion
68. 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.
69. Sales objectives for individual salespeople can be stated in several ways. Which of the following would least likely
be used for stating an individual salesperson’s goal?
a. Dollar volume sales
b. Unit volume sales
c. Average order size
d. Ratio of profits relative to number of sales calls
e. Average number of calls per time period
Chapter 17 – Personal Selling and Sales Promotion
70. 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.
71. When better market conditions prevail or when company growth occurs, a company may suffer if it:
a. lowers its sales force objectives.
b. recruits additional salespeople.
c. decides to use a combination compensation plan.
d. provides additional training for its sales force.
e. cuts back the size of its sales force.
Chapter 17 – Personal Selling and Sales Promotion
72. 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. completed before anything else.
c. near the end.
d. paid by the prospects rather than the company.
e. never reached.
73. The best advice for recruiting and selecting salespeople for one’s organization would be to:
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.
Chapter 17 – Personal Selling and Sales Promotion
74. Which of the following best characterizes the function of recruiting and selecting a sales force?
a. It should be a continuous, systematic attempt to match applicants’ characteristics to the firm’s needs.
b. It is a process that should incorporate at least two steps, an interview and a written application.
c. Sources of applicants should be limited, since the recruitment process is expensive and more applicants mean
greater expense.
d. After interviewing applicants, the manager should attempt to find a position that can be tailored to fit
applicants’ qualifications.
e. It should not be made from personnel in other departments in the firm, as this would necessitate training two
people rather than one.
75. 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.
Chapter 17 – Personal Selling and Sales Promotion