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199) All of the following are behaviorally related sales objectives except which?
A) communication skills
B) customer service satisfaction ratings
C) number of new customers
D) selling skills
E) product knowledge
200) All of the following are types of sales objectives except which?
A) input-related
B) employer-related
C) competitor-related
D) behaviorally related
E) output-related
201) An effective sales plan objective should be
A) general, measurable, and flexible.
B) profitable, subjective, and measurable.
C) precise, profitable, and flexible.
D) precise, measurable, and time-specific.
E) general, flexible, and profitable.
202) Research indicates that 25 percent of U.S. salespeople engaged in business-to-business
selling consider it ________ to explicitly ask customers about competitors' strategies such as
pricing practices, product development efforts, and trade and promotion programs.
A) essential
B) ineffective
C) unethical
D) counterproductive
E) impolite
203) There are three basic organizational salesforce structures:
A) dollar volume, unit volume, and market share.
B) NAICS, market size, and geography.
C) geography, customer, and product.
D) market size, market share, and market type.
E) dollar volume, unit volume, and profit.
204) Which is the simplest sales force organizational structure?
A) profit
B) customer
C) product
D) geographical
E) market
205) In a ________, the United States, or even the globe, is divided into regions and each region
is divided into districts or territories.
A) product/service sales organization
B) customer sales organization
C) geographic sales organization
D) demographic sales organization
E) NAICS sales organization
206) An advantage of a geographical sales organization is that it
A) is more effective and provides specialized customer support.
B) minimizes travel time, expenses, and duplication of selling effort.
C) has smaller costs for sales calls.
D) reduces the number of salespersons in the sales force.
E) requires fewer sales managers.
207) A geographical sales organization would not be the best structure if
A) a firm is trying to reduce duplication of selling effort.
B) a firm is trying to minimize travel time.
C) a firm's products or customers require specialized knowledge.
D) different buyers have similar needs.
E) there is a need to increase the number of salespersons in the sales force.
208) An office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri
will now report to the Midwest regional manager." It would appear the company that issued the
memo uses a ________ sales organization for its sales force.
A) profit
B) customer
C) product
D) geographical
E) market
209) When different types of buyers have different needs, a ________ sales organization
structure is used.
A) multireseller
B) customer
C) geographical
D) market segmentation
E) multilevel marketing
210) A sales organization practice whereby a different sales force calls on each separate type of
buyer or market channel is referred to as a
A) multireseller organization.
B) geographical organization.
C) customer sales organization.
D) product/service sales organization.
E) multilevel marketing organization.
211) A disadvantage of a customer sales organization is
A) the need to assign just one salesperson to local, regional, national, and global territories.
B) an increased need for multilingual salespeople.
C) the smaller number of qualified sales managers.
D) the need for close teamwork among a diverse sales force.
E) higher administrative costs and some duplication of selling effort.
212) The practice of using team selling to focus on important customers so as to build mutually
beneficial, long-term, cooperative relationships is referred to as
A) key account management.
B) relationship marketing.
C) relationship selling.
D) customer account management.
E) needs-satisfaction selling.
213) Key account management refers to
A) the assignment of a single salesperson to a single customer throughout the course of the entire
sale.
B) the practice of assigning the highest performing salesperson to the clients with the most
profitable accounts.
C) the practice of using team selling to focus on important customers so as to build mutually
beneficial, long-term, cooperative relationships.
D) a sales relationship that involves a face-to-face, person-to-person encounter rather than a sale
made through extranets.
E) the practice of occasionally making contact with a customer on a sporadic basis following the
initial sale of a product or service.
214) ________ involves the use of teams of sales, service, and technical personnel who work
with purchasing, manufacturing, engineering, logistics, and financial executives in customer
organizations.
A) Sales analysis
B) Formula selling
C) Adaptive selling
D) Consultative selling
E) Key account management
215) Canam Canada specializes in the fabrication of steel joists, joist girders, and steel deck for
use in commercial construction. Canam Canada offers value-added engineering support,
architectural flexibility, and customized solutions and services. Canam Canada uses team selling
that focus on important customers to build mutually beneficially, long-term relationships. Teams
include sales, service, and technical personnel to work exclusively with assigned customers.
Canam's sales force practices are an example of
A) unique account management.
B) key account management.
C) specialty account management.
D) one-of-a-kind account management.
E) consultative account management.
216) When specific knowledge is required to sell certain types of products or services, then a
________ is used.
A) territorial sales organization
B) customer sales organization
C) product sales organization
D) geographical sales organization
E) multilevel marketing sales organization
217) The advantage of a product sales organization is that
A) salespeople can develop expertise with technical characteristics, applications, and selling
methods for a particular product.
B) the number of salespersons in the sales force can be reduced.
C) there is a lower cost for sales calls since this method is chosen for products that inherently
have little or no product variation.
D) it significantly minimizes travel time, expenses, and duplication of selling effort from one
territory to another.
E) fewer sales managers are required since the sales force is paid strictly on commission.
218) The disadvantage of product sales organization is
A) it increases the number of salespersons in the sales force since most product sales
organizations are based around standard rebuys.
B) there is a larger cost for sales since this method is chosen for products that inherently have
little or no product variation.
C) it significantly maximizes travel time, expenses, and duplication of selling effort from one
territory to another.
D) it increases the requirement for more sales managers since the sales force is paid strictly on
commission, which acts as a significant self-motivator.
E) it produces high administration costs and duplication of selling effort because two company
salespeople may call on the same customer.
219) ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30
billion. At one time, ABB had a sales force that sold only generators, one that sold only boilers,
another that sold only transformers, and so forth. Each of its salespeople was an expert on the
items he or she sold. Its sales force was organized by
A) workload.
B) customer.
C) geography.
D) product.
E) size.
220) Policies that specify who salespeople should contact, what kinds of selling and customer
service activities should be engaged in, and how these activities should be carried out are
referred to as
A) sales response management policies.
B) key account management policies.
C) account management policies.
D) customer management policies.
E) sales force management policies.
221) Account management policies
A) specify how salespeople will be compensated and how sales performance will be evaluated.
B) specify which products or services will be offered to which consumers, through which outlets,
and at what price.
C) specify the organizational structure of the sales force and set the sales goals for both
individual sales representatives and the sales force as a whole.
D) specify whom salespeople should contact, what kinds of selling and customer service
activities should be engaged in, and how these activities should be carried out.
E) determine the sales quotas for the upcoming year based upon past sales performance and
current estimates of demand.
222) Aspects of ________ policies might include which individuals in a buying organization
should be contacted, the amount of sales and service effort that different customers should
receive, and the kinds of information salespeople should collect before or during a sales call.
A) sales response management
B) account management
C) sales administration
D) customer interaction
E) prospect administration
Figure 18-4
223) Consider Figure 18-4 above, which is an account management policy grid that groups
customers according to the level of opportunity and the firm's competitive sales position. Box A
represents which account management policy?
A) accounts that the firm should consider replacing personal calls with telephone sales or direct
mail to service accounts
B) accounts that should emphasize a heavy sales organization position or shift resources to other
accounts if a stronger sales organization position is impossible
C) accounts that offer a good opportunity because they have high potential and the sales
organization has a strong position
D) accounts that should receive a high level of sales calls and service to retain and possibly build
accounts
E) accounts that should receive moderate level of sales and service to maintain current position
of sales organization
224) Consider Figure 18-4 above, which is an account management policy grid that groups
customers according to the level of opportunity and the firm's competitive sales position. B
represents which account management policy?
A) accounts that the firm should consider replacing personal calls with telephone sales or direct
mail to service accounts
B) accounts that may offer a good opportunity if the sales organization can overcome its weak
position
C) accounts that should emphasize a heavy sales organization position or shift resources to other
accounts if a stronger sales organization position is impossible
D) accounts that should receive a high level of sales calls and service to retain and possibly build
accounts
E) accounts that should receive moderate level of sales and service to maintain current position
of sales organization
225) Consider Figure 18-4 above, which is an account management policy grid that groups
customers according to the level of opportunity and the firm's competitive sales position. C
represents which account management policy?
A) accounts that the firm should consider replacing personal calls with telephone sales or direct
mail to service accounts
B) accounts that should emphasize a heavy sales organization position or shift resources to other
accounts if a stronger sales organization position is impossible
C) accounts that are somewhat attractive because the sales organization has a strong position, but
future opportunity is limited
D) accounts that should receive a high level of sales calls and service to retain and possibly build
accounts
E) accounts that should receive moderate level of sales and service to maintain current position
of sales organization
226) Consider Figure 18-4 above, which is an account management policy grid that groups
customers according to the level of opportunity and the firm's competitive sales position. D
represents which account management policy?
A) accounts that should emphasize a heavy sales organization position or shift resources to other
accounts if a stronger sales organization position is impossible
B) accounts that the firm should consider replacing personal calls with telephone sales or direct
mail to service accounts
C) accounts that offer little opportunity and the sales organization position is weak
D) accounts that should receive a high level of sales calls and service to retain and possibly build
accounts
E) accounts that should receive moderate level of sales and service to maintain current position
of sales organization
227) When using an account management policy grid, an account would replace personal calls
with telemarketing or direct mail if the account opportunity level assessment is
A) high and the sales organization has a strong competitive position.
B) low and the sales organization has a strong competitive position.
C) high and there is a likelihood that a strong competitive position can be achieved in the future.
D) low and the sales organization has a low competitive position.
E) high and the sales organization has strong competitive position.
228) When using an account management policy grid, an account would receive a high level of
sales calls if the account opportunity level assessment is
A) high and the sales organization has a weak competitive position.
B) low and the sales organization has a strong competitive position.
C) high and there is a likelihood that a strong competitive position can be achieved in the future.
D) low and the sales organization has a low competitive position.
E) high and the sales organization has strong competitive position.
229) There are three major tasks involved in the implementation stage of the sales management
process: sales force recruitment and selection, ________, and sales force motivation and
compensation.
A) setting sales objectives
B) sales force training
C) sales force evaluation
D) assignment of territories and/or accounts
E) developing account management policies
230) One of the most crucial tasks of sales management is ________; it begins with a carefully
crafted job analysis.
A) sales force evaluation
B) setting sales objectives
C) developing account management policies
D) sales force motivation and compensation
E) effective recruitment and selection of salespeople
231) Job analysis refers to
A) a thorough evaluation of a salesperson's performance based upon both input and output
objectives.
B) a detailed assessment to determine what occurred at which stage in the selling process that
prevented a qualified lead being converted into a sale.
C) a study of a particular sales position, including how the job is to be performed and the tasks
that make up the job.
D) a protocol used to assign relative weights to various aspects of the selling process to create an
individualized compensation plan.
E) a written document that describes the job relationships and requirements that characterize
each sales position.
232) Information from a ________ is used to write a job description.
A) job analysis
B) sales force compensation plan
C) sales plan
D) sales performance audit
E) personal performance plan
233) ________ is a written document that describes job relationships and requirements that
characterize each sales position.
A) A sales plan
B) A job analysis
C) An employee contract
D) A job description
E) A personal performance plan
234) Applied to recruiting and selecting salespeople, a ________ includes to whom a salesperson
reports, how he or she interacts with other company personnel, and the customers to be called on.
A) job description
B) sales plan
C) job analysis
D) sales performance audit
E) personal performance plan
