61) Several compensation plans are available to reward and motivate Reliable Tool’s
salespeople. Since generating new leads and new business can be a goal for the sales force,
which compensation plan approach is MOST likely to motivate and direct the salespeople in
that direction?
A) straight commission
B) salary plus bonus
C) straight salary
D) salary plus commission
E) salary, commission, and bonus
62) Purposes of social selling, the use of online, mobile, and social media, are to do all of the
following EXCEPT ________.
A) augment sales performance
B) eliminate person-to-person selling
C) build stronger customer relationships
D) engage customers
E) provide customers more control over the selling process
63) Disadvantages of social selling include ________.
A) its impact on efficiency
B) its ability to provide information
C) its expense and the difficulty of presenting some things via the Internet
D) the ability to spot opportunities
E) its impact on productivity
64) Sales force management refers to hiring and training the sales force.
65) In the territorial sales force structure, each salesperson is responsible for selling a single,
exclusive product across different geographical regions.
66) In a territorial sales force structure, as each salesperson travels within a limited geographic
area, travel expenses are relatively small.
67) If a company has numerous and complex products, it can adopt a product sales force
structure in which the sales force specializes along product lines.
68) In a product sales force structure, no single salesperson can become an expert in all of the
product categories, so product specialization is required.
69) In the customer sales force structure, each salesperson is assigned to an exclusive
geographic area and sells the company’s full line of products or services to all customers in that
territory.
70) In a complex sales force structure, salespeople can be specialized by customer and territory;
product and territory; product and customer; or territory, product, and customer.
71) The workload approach is used to determine the type of sales force structure required by a
company.
72) The inside sales force consists of salespeople who conduct business from their offices via
telephone, the Internet, or visits from buyers.
73) Sales assistants confirm appointments, follow up on deliveries, and answer customers’
questions when outside salespeople cannot be reached.
74) Telemarketing has ceased to be an important tool for most B-to-B marketers owing to the
federal government’s Do Not Call Registry.
75) Using teams of people from sales, marketing, engineering, finance, technical support, and
even upper management to service large, complex accounts is known as complex selling.
76) Training online instead of on-site can cut travel and other training costs, and it takes up less
of a salesperson’s selling time.
77) Companies are increasingly adopting high-commission plans to make sure that salespersons
are motivated to build long-term relationships with customers.
78) The goal of supervision is to encourage salespeople to “work hard” and energetically
toward sales force goals.
79) Salespeople are only evaluated on the number of sales they close within a certain time
frame.
80) Social selling emphasizes personal contact between the company and its customers.
81) What is the role of a salesperson in a territorial sales force structure?
82) Under what conditions is a company most likely to use a product sales force structure?
83) Why and how do companies use workload approach?
84) Distinguish between an outside sales force and an inside sales force.
85) What is the goal of training salespeople?
86) What does a call plan show?
87) Why have firms adopted sales force automation systems?
88) Why is a firm’s organizational climate an important part of building a successful sales staff?
89) Discuss the differences between the three major sales force structures. What are the
potential benefits of each structure?
90) Why are more companies using team selling? What are its pros and cons?
91) How do successful companies recruit and train their salespeople? What does an effective
training program teach salespeople?
92) Describe some of the methods used to supervise salespeople and help them work more
efficiently.
93) Explain the methods of evaluating the performance of a sales force. Why is the evaluation
of a company’s sales force considered necessary?
94) Describe social selling and what changes it is bringing to the selling process.
95) Which of the following is the last step in the selling process?
A) qualifying
B) handling objections
C) demonstration
D) follow-up
E) approach
96) Which of the following is the first step in the personal selling process?
A) handling objections
B) follow-up
C) presentation and demonstration
D) preapproach
E) prospecting and qualifying
97) In the ________ stage of the selling process, a company first identifies qualified potential
customers.
A) preapproach
B) follow-up
C) prospecting
D) presentation
E) approach
98) Prospects can be qualified by looking at all of the following characteristics EXCEPT
________.
A) occupational mobility
B) financial ability
C) volume of business
D) location
E) possibilities for growth
99) During the prospecting stage, a salesperson needs to identify the good leads and screen out
the poor ones through a process known as ________.
A) closing
B) satisficing
C) presenting
D) qualifying
E) approaching
100) Salespeople can draw prospective leads by referrals from all of the following EXCEPT
________.
A) current customers
B) suppliers
C) dealers
D) directories
E) competitive salespeople
101) Before calling on a prospect, the salesperson should learn as much as possible about the
organization and its buyers. This step is known as ________.
A) preapproach
B) closing
C) approach
D) presentation
E) prospecting
102) ________ refers to a practice in which salespeople drop in unannounced on various offices.
A) Hybrid selling
B) Niche marketing
C) Cold calling
D) Value selling
E) Direct marketing
103) Which of the following will NOT be a call objective in a preapproach plan?
A) qualify the prospect
B) find the initial lead
C) gather information
D) determine the best approach and timing
E) make an immediate sale
104) In which of the following steps of the selling process is a salesperson most likely to meet
the customer for the first time?
A) prospecting
B) preapproach
C) follow-up
D) approach
E) closing
105) Which of the following is especially crucial in the approach stage of the selling process?
A) ensuring the customer understands the company’s history
B) telling the customer about the company’s products
C) listening to the customer
D) presenting the solution that the customer needs
E) overcoming the customer’s objections
106) During the ________ step of the selling process, the salesperson tells the value story to the
buyer, showing how the company’s product or service solves the customer’s problems.
A) prospecting
B) preapproach
C) presentation
D) closing
E) follow-up
107) ________ refers to the sales step in which a salesperson asks the customer for an order.
A) Prospecting
B) Demonstration
C) Approach
D) Closing
E) Handling objections
108) All of the following are traits that buyers dislike in salespeople EXCEPT ________.
A) disorganization
B) tardiness
C) empathy
D) being overly talkative
E) deceit
109) Which of the following refers to a closing technique used by salespeople?
A) asking customers for referrals
B) developing solutions to customers’ problems
C) seeking out hidden objections
D) reviewing points of agreement
E) taking objections as opportunities to provide more information
110) Which of the following steps in the selling process is most focused on ensuring customer
satisfaction and repeat business?
A) preapproach
B) demonstration
C) handling objections
D) qualifying prospects
E) follow-up
111) Which of the following is true with regard to value selling?
A) Value selling refers to earning business from customers by cutting down prices of value
products.
B) Value selling refers to delivering superior customer value and capturing a fair return on that
value.
C) Value selling refers to the mass production of inferior-quality goods for sale.
D) Value selling dilutes customer loyalty in the long run.
E) Value selling tarnishes the brand image of a product in the long run.
112) A salesperson of a manufacturing company has qualified a number of leads. Which of the
following is most likely the next step in the selling process?
A) calling on all the prospects one by one
B) closing the deal with the most promising prospect
C) learning as much as possible about the qualified prospects
D) handling all objections raised by the prospects
E) narrating the “value story” to the buyer
113) Melissa Price is a member of the sales force at Urban Fashions, a Houston-based
manufacturer of women’s apparel. Melissa is preparing for a first meeting with a wholesaler
who is a potential customer. She is learning as much as she can about her prospect and his
organization. Melissa is in the ________ step of the personal selling process.
A) prospecting
B) qualifying
C) preapproach
D) follow-up
E) demonstration