Marketing for Hospitality and Tourism, 8e, Global Edition (Kotler)
Chapter 15 Professional Sales
1) Standards stating the amount a salesperson should sell are called:
A) Performance measures
B) Sales quotas
C) Incentive programs
D) Profit goals
2) Which of the following is NOT an activity or task that a sales representative performs for their
company?
A) Selling
B) Staging
C) Servicing
D) Prospecting
3) The first step in the personal selling process is:
A) Prospecting
B) Closing
C) The presentation
D) The approach
4) If one sales team concentrates on the association business while another team concentrates on
the corporate market a ________ sales force structure is being used.
A) Territorial-structured
B) Customer-structured
C) Market-channel-structured
D) Market-segment-structured
5) Members of a sales force need three types of training: product/service, policies and
procedures, and:
A) Market
B) Territorial
C) Revenue/expense
D) Sales techniques
6) Sales representatives deciding how to allocate their scarce time among prospects and
customers is known as:
A) Prospecting
B) Targeting
C) Selling
D) Servicing
7) When Sales representatives find and cultivate new customers, it is called:
A) Prospecting
B) Selling
C) Targeting
D) Servicing
8) The two common approaches used to determine appropriate competitive set or cluster for a
hotel are:
A) ADR and RevPAR
B) Occupancy and RevPAR
C) Product Type and Occupancy
D) ADR and Product Type
9) Which one of the following is NOT a good measure of sales volume within the hospitality
industry?
A) Occupancy
B) Passenger miles
C) Total covers
D) Inventory
10) ________ responsibility increases the sales representative’s incentive to cultivate local
business and personal ties.
A) Territorial
B) Departmental
C) Structural
D) Social
11) Which of the following is NOT a way to structure a sales organization?
A) Product based
B) Market segment based
C) Employee based
D) Customer based
12) Which of the following is a good way to develop prospects?
A) Getting a competitor’s database
B) Having a booth at a trade show
C) Reading comment cards
D) Analyzing the profit and loss statements
13) The ________ department should be trained to make inquiries of guests representing
companies to find out if more business exists from those companies.
A) Housekeeping
B) Reservations
C) Front Desk
D) Accounting
14) A basic model of motivating sales representatives is:
A) effort → motivation → performance → rewards → satisfaction
B) motivation → effort → performance → satisfaction → rewards
C) motivation → effort → performance → rewards → satisfaction
D) effort → motivation → performance → satisfaction → rewards
15) Which of the following is NOT a way to improve trade show effectiveness?
A) Construct a mailing list of prospects using in-house information of the list of expected visitors
from the trade show management company.
B) Avoid recording any visitor contacts due to privacy considerations.
C) Follow up with qualified prospects after the show.
D) Send letters to prospective buyers
16) Which of the following is NOT a key indicator of sales performance?
A) Average sales calls per salesperson per day
B) Entertainment cost per sales call
C) OTA reservation percentage
D) Number of lost customers per period
17) Which of the following are NOT part of the inside sales force?
A) Technical support
B) Sales assistants
C) Sales agents
D) Telemarketers
18) All of the following are roles of the salesperson EXCEPT:
A) Conducting payroll
B) Allocating the product
C) Counseling unhappy customers
D) Selling other products in the company
19) Sales force objectives ensure that corporate goals are met. Goals may include revenue,
improved corporate image, and:
A) Employee engagement
B) Internal marketing
C) Market share
D) QA scores
20) Which of the following is an advantage of pursuing a sales career in the hospitality industry?
A) Wealth from commissions and bonuses
B) Personable clients
C) Highly competitive
D) Intermittent hours
21) The field of selling requires encouragement and special incentives to work at the best level
for all the following reasons EXCEPT:
A) Human nature
B) Long hours
C) Personal problems
D) Nature of the job
22) The only real goal of the salesperson is to produce sales.
23) The two issues in designing territories are territory size and territory shape.
24) One advantage of the territorial-structured sales force approach is that territorial
responsibility will increase the salesperson’s incentive to cultivate local business.
25) Electronic selling is still not very entrenched in the hospitality industry.
26) Prospecting is the process of searching for new accounts.
27) One major objection to buying salespeople often have to overcome is the price of their
product.
28) When business risks cannot be accurately predetermined, you negotiate.
29) Putting presentation skills secondary to customer-needs analysis skills is the key to the sales-
oriented approach to selling.
30) Closing sales has more to do with professionalism than anything else.
31) Sales managers are not responsible for selecting the competitive set and are therefore not
accountable for the comparative sales analysis.
32) Sales managers should focus on the actions and results of the competition.
33) Strategic alliances are a rare form of relationship marketing that combines vendors and
buyers into binding contracts.
34) Salespeople working with people under relationship marketing should monitor key accounts,
know their problems, give extra service, and become part of the client’s team.
35) Effective salespeople have two basic qualities: passion and team-orientation.
36) Describe six classifications of sales positions that have applications in the hospitality
industry.
37) Sales personnel serve as a company’s link to customers. Personal selling is often the most
effective, albeit costly, tool. What tasks do sales representatives perform for their companies?
Define each.
38) Why is establishing objectives for sales force important?
39) What are inside salespeople? Discuss the various types of inside sales people and the
importance of each in the hospitality industry.
40) When and where is team selling advantageous? What are its pros and cons?