106. Personal selling is a one-directional form of communication.
107. Historically, the primary emphasis for the sales force was on increasing the volume of sales transactions.
108. In relationship selling, the focus for salespeople is in meeting periodic sales quotas.
109. A product that is viewed as risky benefits from the use of personal selling.
110. According to the Bureau of Labor Statistics, between now and the year 2020, the U.S. economy will reduce the number of
sales jobs by more than 2 million.
111. Channel sales representatives may be accurately described as order-takers.
112. Because the duties of delivery salespeople revolve around order-taking, they typically manage a large customer base.
113. Missionary salespeople are both order-takers and order-getters.
114. Key-account sellers are responsible for a large number of important accounts.
115. Technical specialists and sales engineers are both non-managerial sales support roles.
116. Identifying which potential customers within the firm’s target market have not only a desire for the product, but also the
authority to purchase it and the resources to pay for it is called prospecting.
117. A strong rapport deepens the quality of the relationship between the customer and the salesperson, making successive
sales easier.
12–38
Topic: Steps in the Personal Selling Process
118. Tips for building rapport offered by the Dale Carnegie Institute can be summarized on these three points: be happy, be
assertive, and be knowledgeable.
119. Advantages may or may not be connected to an expressed or actual customer need.
120. Handling customer objections is often the most difficult part of the personal-selling process because it does not offer the
salesperson a chance to fully stress the benefits of the product.
121. Common techniques for overcoming objections include acknowledging the objection, postponing, and denial.
12–39
Topic: Steps in the Personal Selling Process
122. In the summary close, the salesperson acts as if the buyer has already decided to purchase.
123. The follow-up stage is a one-time event; it is not used for repeat customers.
124. Customer-oriented salespeople are more likely to adopt a solution-centric approach to the sale—one that is better in the
end for both the seller and the buyer.
125. Having a positive attitude has not been shown to have any affect on sales performance.
12–40
Topic: Foundations of Sales Success
126. A salesperson that has product knowledge has all he or she needs to achieve high levels of sales performance.
127. Adaptive selling refers to the altering of sales behavior during a customer interaction or across customer interactions based
on perceived information about the selling situation.
128. In SPIN selling, problem questions are designed to get the buyer thinking about the value of finding a solution to the
problem.
129. A major drawback of professional selling is the cost involved.
12–41
Difficulty: 2 Medium
Learning Objective: 12-05 Describe the impact of social network platforms and digital technology on professional selling.
Topic: Social Media as part of the Personal Selling Process
130. The use of online, mobile, and social media to engage customers, build relationships, and increase sales is referred to as
Sales. 2.0.
131. Insights derived from Big Data are helping firms increase overall sales productivity by encouraging firms to hire more and/or
better salespeople.
132. A company that uses lead scoring numerically rates its best prospective customers to identify traits that make the customer
more likely to purchase.
133. The information contained in sales playbooks is compiled by sales representatives in the field in conjunction with the sales
manager.
134. A survey of buying intentions is a type of quantitative forecasting.
135. The design of sales territories needs to match the workload and opportunity in each territory to the abilities of the
corresponding salesperson or team.
136. A flat sales organization has a narrow span of control.
137. A sales quota is the minimum desired sales level for an individual or team for a specified period of time.
138. In order to obtain desired results, one sales training program should be used for everyone so that consistency is promoted
among the sales staff.
139. What are the factors that influence whether or not personal selling will be effective? Provide examples of each factor.
140. Compare and contrast order-getters and order-takers. What types of sales roles fit into these categories?
141. Explain what the personal selling process is and list the steps involved in the process.
142. Describe the three common techniques for overcoming objections.
Common techniques of overcoming objections include:
143. Describe the types of questions featured in SPIN selling.
144. How are organizations using data analytics to boost sales productivity? Give an example of an analytics-based application.
12–46
145. What are the differences between nonquantitative and quantitative forecasting methods? Describe the two types of
nonquantitative methods.
AACSB: Reflective Thinking
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 12-06 Identify the key functions involved in managing an effective sales force.
Topic: Functions of Sales Management
Chapter 12 Test Bank Summary
Category
# of Questions
AACSB: Analytical Thinking
123
AACSB: Ethics
4
AACSB: Knowledge Application
10
AACSB: Reflective Thinking
7
AACSB: Technology
1
Blooms: Apply
10
Blooms: Remember
66
Blooms: Understand
69
Difficulty: 1 Easy
66
Difficulty: 2 Medium
69
Difficulty: 3 Hard
10
Learning Objective: 12–01 Describe the strategic role of the sales force in today’s trust-
based, consultative selling environment and the factors that influence the use of personal selling.
21
Learning Objective: 12–02 Understand the different types of sales positions.
21
Learning Objective: 12–03 Explain the steps in the personal selling process.
33
12–47
Learning Objective: 12–04 Describe the foundational elements necessary for sales success.
21
Learning Objective: 12–05 Describe the impact of social network platforms and digital technology on professional selling.
19
Learning Objective: 12–06 Identify the key functions involved in managing an effective sales force.
26
Learning Objective: 12–07 Describe the ethical issues in personal selling and sales force management.
4
Topic: Define Personal Selling
9
Topic: Factors that Influence the Use of Personal Selling
7
Topic: Foundations of Sales Success
21
Topic: Functions of Sales Management
26
Topic: Improving Customer Relationships
5
Topic: Legal and Ethical Issues in Personal Selling
4
Topic: Social Media as part of the Personal Selling Process
19
Topic: Steps in the Personal Selling Process
33
Topic: Types of Sales Positions
21