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105. The number of sales representatives who report to a first-level sales manager is referred to as:
a. span of control.
b. locus of control.
c. sphere of influence.
d. hierarchy.
106. Lucas is a field sales representative for Pioneer Seeds and makes sure he has ball caps, umbrellas, and t-
shirts with the Pioneer brand logo in his car. He likes to present one of these items to his customers and they
appreciate having an item with the Pioneer brand symbol. Lucas believes its important to provide a small token
of his appreciation to his customers. What type of sales promotion activity is Lucas using?
a. Specialty advertising
b. Rebate
c. Sampling
d. Contest
107. The compensation package for sales personnel that gives management more control over how sales
personnel allocate their efforts, but may reduce the incentive to expand sales, is the:
a. pure commission program.
b. salary plus bonus system.
c. straight salary plan.
d. salary plus commission system.
108. Phyllis graduated with a degree in chemistry and started her career as a laboratory scientist with Dow
Chemical. While at Dow, she met a sales representative from PPG Industries who suggested she might enjoy an
opportunity to work directly with customers and assist them by answering product questions, making
recommendations about new products and serving as an assistant to the field sales team. Phyllis applied for the
position and is now working at PPG. She enjoys the opportunity to use her technical skills to assist customers
and doesn’t mind being on the phone or answering e-mails from customers. What type of sales channel is
Phyllis working in?
a. Inside selling
b. Telemarketing
c. Field selling
d. Over-the-counter selling
109. _____ refers to a personal selling approach in which customers comes to the seller’s place of business to
buy products largely on their own initiative.
a. Order processing
b. Outbound telemarketing
c. Over-the-counter selling
d. Relationship selling
110. First-line sales managers need very strong sales skills, while sales managers at higher organizational levels
need more _____ skills.
a. training
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b. interactive
c. managerial
d. technical
111. The Lands’ End catalog provides a toll-free number for customers to call and place orders. The staff is
pleasant and knowledgeable and will place orders and answer questions. This is an example of a(n):
a. marketing communications element.
b. promotional mix component.
c. inbound telemarketing effort.
d. customer-driven technology.
112. Your clients don’t need to be sold a product – they have already subscribed to your expensive premium
service. But they do need to be able to call on you when they have a problem with the service or when they
require special consideration. You provide technical support, solve problems, and make sure the customer is
included in special events that your company sponsors. You also make certain that everyone who is a premium
subscriber is sent an annual gift, compliments of your company. Because you don’t meet your customers face-
to-face, you sometimes call yourself an electronic concierge! What kind of sales are you involved in?
a. Inbound telemarketing
b. Field selling
c. Over-the-counter selling
d. Inside selling
e. Network selling
113. Lashaun is learning about personal selling and the situations when personal selling is recommended as part
of a company’s promotional mix elements. Which of the following is TRUE regarding personal selling?
a. Personal selling works best when customers are clustered geographically.
b. Advertising is recommended when the product is expensive.
c. Advertising is recommended when the product is technically complex.
d. Personal selling is recommended when a product is standardized.
114. The first step in the sales process is to:
a. determine the potential customers.
b. identify the prospective customers.
c. advertise the product.
d. approach the potential customer.
115. Which of the following can be classified as a creative approach to over-the-counter selling?
a. Clothing retailer Lord and Taylor expanding the capabilities of the fitting rooms in its stores
b. Gap stores providing virtual gift cards to customers
c. Lord and Taylor promising its online customers product delivery in five business days
d. Gap making its web portal highly efficient to save its customers search time
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116. DaVon, a sales representative with Global Drone, a manufacturer of drones for the consumer market was
meeting with representatives from Best Buy and demonstrating how easy the drones are to operate and
maneuver. One of the Best Buy team members said, “These are easy to use but I’m concerned about the
lightweight material and that they might be easily damaged.” Based on this statement from the Best Buy team
member, what stage in the selling process is DaVon now?
a. Handling objections
b. Closing
c. Follow-up
d. Demonstration
117. The trade-oriented promotion that consists of a display or other promotion located near the site of the actual
buying decision is known as:
a. specialty advertising.
b. missionary selling.
c. push-on-premises display.
d. point-of-purchase advertising.
118. Which of the following statements is TRUE about personal selling?
a. The sales process is interpersonal
b. Personal selling requires indirect communication
c. Personal selling is favored when channels are relatively long
d. Personal selling is favored when products can be standardized
119. Which type of sales promotion is intended to capture the impulse purchase?
a. Trade allowances
b. Trade shows
c. Point-of-purchase displays
d. Push money
120. Scott has an 8-year-old Labrador Retriever who’s starting to suffer from arthritis. On a recent trip to his
veterinarian, the doctor recommended that Scott start using a prescription anti-inflammatory and pain
medication for his dog. The veterinarian thinks a new drug, Previcox is extremely effective but relatively
expensive at $1 per dose which is given daily. The drug sales representative has provided the veterinarian with
a promotion opportunity where new customers can receive a VISA gift card of $12 when a new prescription is
filled. The drug company is offering the veterinarian and their customers a(n):
a. rebate.
b. contest.
c. coupon.
d. trade allowance.
121. Firms that market similar products throughout large areas often organize their sales forces:
a. geographically.
b. on a product basis.
c. by types of customers.
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d. by specific accounts.
122. In her role as sales manager, Julie tells her team to always behave ethically on the job. However, Barbara sees Julie
talk a customer into buying an unneeded product just because the sale will fulfill her quarterly quota. If Julie really wants
to create a culture that encourages ethical behavior, she must:
a. Create and enforce an ethical corporate culture
b. Reduce quotas
c. Increase commissions
d. Increase supervision
e. Better understand what products her customers need
123. Which of the following is a characteristic of a corporate culture that encourages ethical behavior?
a. Salespeople focus on short-term or quick sales.
b. Management focuses only on sales and profits.
c. Open communication exists between employees and managers.
d. Management announces discounts on bulk sales to wholesalers.
124. Getz Plumbing Supply is a family-owned business located in a town of 200,000 residents and serves
professional plumbers and their customers. The company provides a wide variety of fixtures and materials as
well as convenient operating hours. Plumbers often refer their customers to Getz and if a customer purchases
their fixtures from Getz, the plumber typically receives a commission of 10 to 15% on the total sale. What type
of sales channel is Getz Plumbing Supply utilizing?
a. Over-the-counter selling
b. Field selling
c. Telemarketing
d. Inside selling
125. Sales promotion that appeals to marketing intermediaries rather than consumers is called:
a. network marketing.
b. trade promotion.
c. publicity.
d. inside selling.
126. Carlos has always been interested in the medical profession and took advanced biology and human
anatomy courses in college so he could pursue his dream of working in the medical device industry. He’s now
employed with Stryker that is a leading medical device company offering specialized products such as artificial
joints and surgical tools. Carlos works in the orthopedics division and often demonstrates his company’s
products with surgeons in the operation room at hospitals and enjoys the opportunity to train physicians on new
equipment or devices. Carlos has an office in his apartment and works with physicians, hospitals and medical
offices in his 2-state territory. Stryker provides a company car, computer, and expense account so Carlos can
minimize his out-of-pocket expenses when traveling to meet with prospects and customers. Which of the
following sales channels is most appropriate to describe Carlos’ position with Stryker?
a. Field selling
b. Over-the-counter selling
c. Inside selling
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d. Outbound telemarketing
127. Cutco is a manufacturer of high-end cutlery for the home chef and markets their products through a sister
company, Vector Marketing who often contracts with college students who are independent sales
representatives for the company. Vector provides free product and sales training to their independent sales
representatives and encourages them to take food with them on sales calls such as apples, cucumbers, tomatoes
or other fresh produce so that prospective customers can actually use the knives and experience the Cutco
difference. In addition, Cutco is relatively famous for their kitchen shears that can cut through a penny and
during training, all Vector Marketing representatives are taught how to show the versatility and value of the
shears. Which step in the sales process would a Vector Marketing representative have customers use the knives
or kitchen shears?
a. Demonstration
b. Presentation
c. Closing
d. Follow-up
128. In the sales process, a person who not only needs a product, but has the resources and authority to purchase
it, is a(n):
a. existing customer.
b. innovator.
c. potential customer.
d. interested customer.
129. Nova Chemicals often recruits recent college graduates with chemistry degrees for personal selling
positions since sales representatives must understand the chemical compounds as well as the unique needs of
customers who purchase chemicals. Which factor affecting the importance of personal selling is most linked to
Nova Chemicals recruiting chemistry majors?
a. Complexity of the product
b. Long marketing channels
c. Relatively high numbers of customers
d. Geographically concentrated base of customers
130. Canteen Company is a major supplier for vending machines in a variety of locations such as schools,
offices, and public buildings. A Canteen sales representative typically sets appointments to meet with customers
and discuss their needs for vending services. Once a customer account is signed, Canteen keeps the vending
machine operating and stocked with the preferred products. What type of sales channel does this describe?
a. Field selling
b. Over-the-counter selling
c. Telemarketing
d. Inside selling
131. The most expensive sales method overall is:
a. over-the-counter sales, largely because of the high overhead in retail operations.
b. inbound telemarketing because of the technology costs.
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c. outbound telemarketing because of the high rejection rate from customers who avoid telemarketers.
d. field selling, largely because of the travel costs of sales personnel.
132. In the _____ stage of the sales process, a salesperson describes a product’s features and relates them to the
customer’s needs.
a. approach
b. recall
c. closure
d. presentation
133. You sell a leading brand of speedboat. Many visitors to your showroom are enthusiastic young adults who would
love to own your product but cannot afford it. When dealing with them, you must pay particular attention to which step in
the sales process?
a. Prospecting
b. Qualifying
c. Approach
d. Presentation
e. Demonstration
134. Michelle is a sales manager with Enterprise at a busy residential branch. She often invites her team to a
Friday after work social hour at a local restaurant and takes time to celebrate recent successes such as the top
sales representative for sales, customer satisfaction scores, or other accolades. Michelle believes these activities
are important to maintaining a positive work culture and showing recognition for the hard work of her
colleagues. What management function does this represent?
a. Motivation
b. Compensation
c. Organization
d. Supervision
135. As a new salesperson, you are concerned with how your decisions will affect your customers, your sales
team, and your company. You notice that many of your workmates accept gifts and perks from clients, even
though that practice is frowned upon by management and discouraged according to what you have read in the
code of conduct handbook. Some colleagues have been reprimanded for accepting gifts from customers just in
the short time you have been with the company. Which of the following best describes this activity?
a. Unimportant customer interactions
b. Ineffective salesperson management
c. Personal ethical behavior
d. Generous customers
e. Lack of a written code of ethics
136. Which of the following trade-oriented promotion techniques give especially effective opportunities to
showcase goods and services?
a. Dealer incentives
b. Point-of-purchase advertising
c. Trade shows
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d. Specialty advertising
137. Brad is a sales representative for a Kettle Chips and is preparing for a Super Bowl promotional campaign.
He’s contacting each of his grocery and convenience accounts with an opportunity to install an end-of-aisle
display with graphics of the Super Bowl teams and a display of several varieties of chips. This is known as
_____, a type of trade-oriented promotion.
a. point-of-purchase advertising
b. trade allowances
c. dealer incentive
d. specialty advertising
Indicate one or more answer choices that best complete the statement or answer the question.
138. As Tom begins his new sales job, he is looking forward to interacting with customers. Tom’s strengths are in
personal, one-to-one communication. Choose the type(s) of sales channels that Tom probably hopes to use.
a. Online
b. Field
c. Over-the-counter
d. Telemarketing
e. Promotional
139. Describe over-the-counter and field selling.
140. Briefly describe the various steps involved in the sales process.
141. Discuss the different types of consumer-oriented sales promotions.
142. Define sales promotion. How does sales promotion support other promotional activities of a firm?
143. What are the various methods used by salespeople to close a sales process?
144. Under what conditions does personal selling typically become a primary component of the firm’s
promotional mix?
145. What is a follow-up? Why is follow-up an important step in the sales process?
146. Give three characteristics of a corporate culture that encourages ethical behavior. Why is it important for
salespeople to maintain ethical behavior?
147. What are the basic functions of a sales manager?
148. Distinguish between inbound and outbound telemarketing.
149. What is trade promotion? What are the different trade promotion methods used by marketers?
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Answer Key
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