61. Which market-based approach seeks to match the competitors’ sales force size to ensure competitive coverage?
A. equalized workload method
B. incremental productivity method
62. A sales force’s need for generalists or specialists is guided by two factors: market considerations and
A. the organizational hierarchy of the firm.
B. financial projections.
63. Which specialist sales force cultivates existing accounts and current customer relationships to drive revenue growth and
minimize churn?
A. hunters
B. prospectors
64. Sales territories are typically defined on the basis of
A. seniority.
B. number of accounts.
65. Roger works for a firm that has many levels in its organizational hierarchy. At each level of management, the number of
subordinates is small so that managers can spend more time with each employee. The span of control at Roger’s firm is said to
be
A. vertical.
66. On the whole, sales turnover for firms in both good and bad times runs between
A. 2 and 5 percent.
B. 5 and 10 percent.
67. Which of the following types of compensation is a per-unit payout paid on sales beyond the salesperson’s quota?
A. fixed rate
68. Which of the following is true regarding sales training programs?
D. Sales training is an activity that happens only once—when the employee is hired.
E. Sales training is a job that is better left to the human resources department.
69. In a study of sales and marketing executives, what percentage believed that their salespeople have lied on a sales call?
A. less than 20 percent
B. about 35 percent
70. Which of the following is not part of the Sales and Marketing Executive International (SMEI) code of conduct?
D. acknowledging one’s accountability to the organization to improve sales knowledge
E. recognizing the sovereignty of all consumers in the marketplace
71. _____ _____ is considered to be the interpersonal arm of the promotional mix.
72. The two-way flow of communication between a salesperson and a customer that is paid for by the firm and seeks to
influence the customer’s purchase decision is referred to as _______ sellling.
73. The emphasis on keeping customers for long periods of time is the central focus of ______ value and the reason firms focus
on customer relationships.
74. _____ selling is the core of all modern selling strategies.
75. Personal selling is more effective for products that are purchased ______. (frequently/infrequently)
76. Whether they sell directly to customers or seek to secure new distribution intermediaries, all new-business salespeople may
be accurately described as _____ _____.
12–26
Topic: Types of Sales Positions
77. Delivery salespeople are also known as _____ salespeople.
78. Generating sales by promoting the firm and encouraging demand for its products is the role of a _____ salesperson.
79. Corinne is responsible for hiring new sales employees, establishing sales objectives and making sure senior management is
kept informed of market trends and competitive actions. Corinne works as a _____ _____.
80. A _____ specialist contributes expertise in the form of product demonstrations and trials, and by offering recommendations
for complex equipment.
81. The first step in the personal-selling process is prospecting and ______.
82. 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 a process called _______.
it.
83. The _______ stage of the personal-selling process involves identifying key decision makers, reviewing account histories,
identifying product needs, and preparing sales presentations.
84. The sales _______ provides a way for a salesperson to present the product’s major features, describe its strengths, and
detail how it will improve the business or life of the potential customer.
85. While in his sales presentation, Lucas encountered an objection from the customer before finishing his presentation. Lucas
responded by telling the customer that he would address his point in a few minutes and continued on with his presentation. This
technique for overcoming objections is called _______.
86. In a _____ close, the salesperson asks questions throughout the sales presentation that tests the buyer’s readiness to
commit.
87. The _____ close works by repeating what has already been agreed to in the course of the presentation, typically via earlier
trial closes.
88. The _______ stage of the personal-selling process is a critical step in creating customer satisfaction and building long-term
relationships with customers.
89. Long-term sales success must be centered around the needs of the _____.
90. Highly customer-oriented salespeople see things from the perspective of the ______.
91. _____ _____ is a specific form of customer service in which companies focus on what is best for the customer.
92. Logan is having a sales meeting with a customer. Halfway through the meeting, Logan realizes that the customer is losing
focus, so he begins to ask the customer questions in order to keep the customer engaged. Logan is practicing _____ selling.
12–31
Difficulty: 3 Hard
Learning Objective: 12-04 Describe the foundational elements necessary for sales success.
Topic: Foundations of Sales Success
93. In SPIN selling, _____ questions ask about the consequences or effects of the buyer’s situation.
94. _____ is a term used to refer to how salespeople are using Web 2.0 tools and social media to sell more effectively.
95. Using online, mobile, and social media to engage customers, build strong customer relationships, and increase sales is
referred to as _____ sellling.
96. If a company wants to utilize data analytics in order to identify those traits that make a prospective customer more likely to
purchase, it would use an application known as _____ _____.
97. The use of _____ _____ allows companies to make sure that prospects are matched to the right sales reps at the most
appropriate time, based upon prospect behaviors, buying stage, interests, or demographic factors.
98. _____ _____ are technology-enabled tools and processes that provide guided selling assistance to various selling job roles.
99. _____ _____ management involves the planning, direction, and control of personal selling activities.
100. A sales _____ is a projection of achievable revenue over an identified future period.
101. Nonquantitative forecasting methods are also known as _____ forecasts.
102. When using the _____ _____ method, sales management first determines the segment’s market potential and tallies the
average number of sales calls needed to close each individual sale.
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Difficulty: 1 Easy
Learning Objective: 12-06 Identify the key functions involved in managing an effective sales force.
Topic: Functions of Sales Management
103. As it relates to the salesforce, _____ typically focus on acquiring accounts that are new to the selling firm.
104. Many firms seek to promote _____ behavior by emphasizing core organizational values and strictly enforcing codes of
ethics.
105. Improper use of expense accounts or misreporting account information is considered _____ behavior.