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41) ________ are often employed by companies that use inbound telemarketing, such as a
retailer's catalog phone banks.
A) Inside order getters
B) Missionary salespeople
C) Sales associates
D) Inside order takers
E) Outside order takers
42) The use of toll-free telephone numbers that customers call to obtain information about
products and make purchases is referred to as
A) inbound telemarketing.
B) outbound telemarketing.
C) outbound videoconferencing.
D) interactive marketing.
E) multichannel selling.
43) Marissa called the Butterball toll-free hotline to learn how to prepare her Thanksgiving
turkey and dressing. This telephone number is an example of
A) interactive marketing.
B) multichannel selling.
C) outbound telemarketing.
D) social networking.
E) inbound telemarketing.
44) When Margot called the toll-free number to order one dozen water lilies from Van Ness
Water Gardens, the firm was using
A) interactive marketing.
B) multichannel selling.
C) inbound telemarketing.
D) outbound telemarketing.
E) social networking.
45) When Diego called the toll-free number to order two children's books from the Chinaberry
catalog, the firm was using
A) social networking.
B) interactive marketing.
C) multichannel selling.
D) inbound telemarketing.
E) outbound telemarketing.
46) Which form of personal selling has the lowest requirement for problem solving?
A) order taker
B) order getter
C) sales engineer
D) missionary salesperson
E) team selling
47) An order getter is
A) a salesperson who specializes in identifying, analyzing, and solving customer problems, but
who does not actually sell products and services.
B) a salesperson who processes routine orders or reorders for products that are presold by the
outbound telemarketers.
C) a salesperson who sells in a conventional sense and identifies prospective customers, provides
customers with information, persuades customers to buy, closes sales, and follows up on
customers' use of a product or service.
D) a person on the selling team who is responsible for obtaining qualified leads.
E) a member of the sales support team who does not directly solicit orders but rather
concentrates on performing promotional activities and introducing new products.
48) Which of the following statements regarding order getters is most accurate?
A) Order getting involves a high degree of creativity.
B) Order getters often replenish a retailer's inventories.
C) Order getters handle orders obtained on inbound telemarketing.
D) Order getters typically process reorders for products already sold by the company.
E) Order getter sales calls traditionally require the lowest financial investment from the firm.
49) Which of the following statements regarding order getters is most accurate?
A) Order getters often replenish a retailer's inventories.
B) Order getters handle orders obtained on inbound telemarketing.
C) Order getters require considerable product knowledge.
D) Order getters typically process reorders for products already sold by the company.
E) Order getter sales calls traditionally require the lowest financial investment from the firm.
50) All of the following statements regarding order getters are true except which?
A) Order getters require considerable product knowledge.
B) Order getters are most often used in new-buy or modified rebuy situations.
C) Order getters include those who are involved in outbound telemarketing.
D) Order getters typically represent products that have few options and highly standardized
industrial products.
E) Order getter sales calls require substantial financial investment from the firm.
51) What percentage of a sales representative's time is spent selling?
A) 12 percent
B) 36 percent
C) 58 percent
D) 73 percent
E) 92 percent
52) Industry research shows that outside order getters, or field service representatives, spend 36
percent of their time selling, and another ________ percent is devoted to customer service calls.
A) 5
B) 10
C) 15
D) 34
E) 48
53) Which of the following statements regarding outside order getters is most accurate?
A) Order getters often replenish a retailer's inventories.
B) Order getters handle orders obtained on inbound telemarketing.
C) Order getters typically process reorders for products already sold by the company.
D) Order getters primarily focus on performing promotional activities and introducing new
products.
E) Order getter sales calls traditionally require the greatest financial investment from the firm.
54) It is estimated that the average cost of a single field sales call on a business customer is about
________, factoring in salespeople compensation, benefits, and travel-and-entertainment
expenses.
A) $50
B) $150
C) $300
D) $500
E) $900
55) The practice of using the telephone rather than personal visits to contact customers is
referred to as
A) missionary selling.
B) outbound telemarketing.
C) cold canvassing.
D) inbound telemarketing.
E) team selling.
56) It is estimated that the average cost of an outbound telemarketing sales call on a business
customer is about ________, versus $500 for a single field sales call.
A) $1 to $2
B) $5 to $10
C) $20 to $25
D) $70 to $100
E) $150 to $200
57) Missionary salespeople are
A) salespeople who specialize in identifying, analyzing, and solving customer problems, but who
do not actually sell products and services.
B) salespeople who process routine orders for products that are presold by the company.
C) salespeople who identify prospective customers, provide customers with information,
persuade customers to buy, close sales, and follow up on a customer's use of the product or
service.
D) people on the selling team who are responsible for obtaining qualified leads.
E) sales support personnel who do not directly solicit orders but rather concentrate on performing
promotional activities and introducing new products.
58) Sales support personnel who do not directly solicit orders but rather concentrate on
performing promotional activities and introducing new products are referred to as
A) inside order takers.
B) missionary salespeople.
C) outside order getters.
D) sales engineers.
E) outbound telemarketers.
59) Which type of sales personnel concentrates on performing promotional activities but
generally does not solicit actual sales orders?
A) missionary salespeople
B) sales engineers
C) outside order getters
D) inside order getters
E) outbound telemarketers
60) Norma Adler works for Tyco Healthcare. Her job is to visit hospitals and meet with staff to
explain the equipment that Tyco manufactures for use in operating rooms. Although Adler is part
of her company's sales force, she does not directly solicit orders. Adler is what type of
salesperson?
A) an inside order taker
B) an outside order getter
C) a missionary salesperson
D) a sales engineer
E) a sales team coordinator
61) A sales engineer is a
A) salesperson who specializes in identifying, analyzing, and solving customer problems and
brings know-how and technical expertise to the selling situation, but often does not actually sell
products and services.
B) salesperson who processes routine orders or reorders for products that are presold by the
company.
C) salesperson who identifies prospective customers, provides customers with information,
persuades customers to buy, closes sales, and follows up on a customer's use of a product or
service.
D) person on the selling team who is responsible for supervising his or her company's R&D
expenditures.
E) member of the sales support team who does not directly solicit orders but rather concentrates
on performing promotional activities and introducing new products.
62) A salesperson who specializes in identifying, analyzing, and solving customer problems and
brings know-how and technical expertise to the selling situation, but often does not actually sell
products and services is referred to as a
A) specialized order taker.
B) designated order getter.
C) missionary salesperson.
D) sales engineer.
E) sales technician.
63) The practice of using a group of professionals in selling to and servicing major customers is
referred to as
A) cooperative selling.
B) missionary sales.
C) sales engineering.
D) team selling.
E) partnership selling.
64) Team selling refers to the practice of
A) using an entire group of professionals in selling to and servicing major customers.
B) sending an entire group of a firm's sales representatives into the field.
C) combining the expertise and resources of buyers and sellers to create customized solutions,
commit to joint planning, and share customer, competitive, and company information for their
mutual benefit, and ultimately the customer.
D) sending a group of sales representatives to concentrate on performing promotional activities
and introducing new products.
E) assigning a group of sales representatives, each with his or her own unique product, to the
same geographic sales territory to ensure that the company can meet the needs of these
customers.
65) Team selling would most likely be used by a company that sells
A) file cabinets.
B) washing machines.
C) dining room tables.
D) four-wheel drive sports utility vehicle (SUVs).
E) automated industrial milling machines.
66) TransWave International is a company that markets patented electronic sensors as an early
warning device for locating potential problems with buried pipelines. TransWave sends an
environmental expert, a safety engineer, a legal representative to explain new regulations enacted
by the U.S. Office of Pipeline Safety, and an experienced pipeline expert when it meets with a
prospect. This is an example of how TransWave uses
A) partnership selling.
B) order getting.
C) functional selling.
D) sales engineering.
E) team selling.
67) The two basic forms of team selling are
A) augmented selling and integrated selling.
B) enterprise selling and strategic alliance selling.
C) cross-functional teams and cross-tier teams.
D) conference selling and seminar selling.
E) network selling and matrix selling.
68) A method of selling in which a salesperson and other company resource people meet with
buyers to discuss problems and opportunities is referred to as
A) conference selling.
B) team selling.
C) seminar selling.
D) outbound telemarketing.
E) formula selling.
69) In conference selling,
A) buyers and sellers meet through a technology-based forum like telephone or videoconference
calls because person-to-person meetings are too expensive.
B) the sale has already been finalized but the buyer and seller meet to discuss delivery details.
C) a salesperson and other company resource people meet with buyers to discuss problems and
opportunities.
D) a company team conducts an educational program for a customer's technical staff, describing
state-of-the-art developments.
E) a form of mass selling occurs via electronic marketplaces such as eBay, Facebook, or Sales
force.com.
70) Seminar selling is a method of personal selling in which
A) the company provides a free audit of the buyers' purchase behaviors to identify any
weaknesses and then provides formal training on more effective buying behaviors.
B) a group of the organization's R&D personnel conducts a product demonstration and training
seminar for all major customers.
C) salespeople and other company resource people meet with buyers to discuss problems and
opportunities.
D) a company sales team conducts an educational program for a customer's technical staff to
describe state-of-the-art developments.
E) a company selling services tries to overcome the problems associated with the intangibility of
service.
71) FloNetwork, Inc., is a company that has developed automation solutions for electronic
marketing. Its software is able to handle all aspects of permission marketing-based campaigns
from list generation and email deployment to real-time tracking and in-depth analysis. To sell its
system, the company conducts educational programs targeted to the technical staff in a
prospective customer's information technology (IT) department to discuss recent technological
developments with the product. In this situation, FloNetwork uses
A) partnership selling.
B) seminar selling.
C) conference selling.
D) sales engineers.
E) formula selling.
72) Today, ________ percent of companies employ cross-functional teams of professionals to
work with customers to improve relationships, find better ways of doing things, and create and
sustain value for their customers.
A) 15
B) 20
C) 45
D) 75
E) 90
73) Many firms such as Xerox and IBM use a cross-functional sales practice known as
A) collaborative selling.
B) team selling.
C) cooperative selling.
D) account selling.
E) formula selling.
74) DuPont assigned chemists, sales and marketing executives, and regulatory specialists to
create and sell an herbicide for corn growers that recorded sales of $57 million in its first year.
This type of sales approach is referred to as
A) partnership selling.
B) missionary selling.
C) team selling.
D) order taking.
E) formula selling.
75) Procter & Gamble uses groups of marketing, sales, advertising, computer systems, and
supply chain personnel to work with its major retailers, such as Walmart, to identify ways to
develop, promote, and deliver products. This type of sales approach is called
A) partnership selling.
B) missionary selling.
C) order taking.
D) team selling.
E) formula selling.
76) Pitney Bowes uses sales personnel, carrier management specialists, and engineering and
administrative executives who continually work together to find ways to improve the technology
involved in shipping goods across town and around the world. This type of sales approach is
called
A) team selling.
B) formula selling.
C) partnership selling.
D) missionary selling.
E) order taking.
77) The personal selling process begins with the ________ stage and ends with the ________
stage.
A) preapproach; close
B) preapproach presentation
C) prospecting; close
D) prospecting; follow-up
E) approach; close
78) Sales activities occurring before, during, and after the sale itself, and which consist of six
stages, are referred to as
A) the new-product process.
B) the strategic marketing process.
C) the personal selling process.
D) the consumer purchase decision process.
E) relational selling.
79) The personal selling process is
A) the activities that begin with the prospecting of potential leads to the final closing of a sale.
B) the three sales activities that include identifying a customer with an unfilled need, identifying
a product or service that could satisfy that need, and initiating a formalized exchange or sale.
C) the formalized sales protocol used by a company's sales force to ensure a consistent quality
sales presentation.
D) the sales activities occurring before, during, and after the sale itself, consisting of six stages:
prospecting, preapproach, approach, presentation, close, and follow-up.
E) the sequential steps taken to close a sale including finalizing product benefits, arranging for
distribution, and obtaining payment.
