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51. A salesperson should try to close the sale
a.
at the end of the sales presentation.
b.
during the preapproach.
c.
about halfway through the sales presentation.
d.
after overcoming the biggest objection.
e.
several times during the sales presentation.
52. The purpose of the ____ stage in personal selling is to determine customers' problems and questions about using the
product.
a.
prospecting
b.
approach
c.
overcoming-objections
d.
follow-up
e.
closing
53. Cheyenne calls to see if her customer's new hardwood floors were installed correctly
a.
during the follow-up step.
b.
immediately after the closing.
c.
near the end of the sales presentation.
d.
the next time she makes a sales call to that customer.
e.
after she receives cash payment from that customer.
54. Creative selling, which requires that salespeople recognize a potential buyer's needs and then provide the prospect
with the necessary information, is performed by
a.
order takers.
b.
order getters.
c.
missionary salespeople.
d.
trade salespeople.
e.
technical salespeople.
55. Yolanda's job is to find new customers for her company's telecommunication services. She encourages existing
customers to add more services and finds customers who are completely new to the company. Yolanda would best be
classified as a(n)
a.
order taker.
b.
order generator.
c.
missionary salesperson.
d.
technical salesperson.
e.
order getter.
56. Order-getting activities are divided into two categories:
a.
missionary sales and technical sales.
b.
current-customer sales and new-business sales.
c.
order takers and trade sales.
d.
current sales and support sales.
e.
inside order sales and field order sales.
57. Dylan is a sales person for Whole Foods. In his position, he is primarily responsible for seeking repeat sales. Dylan is
most likely a(n)
a.
order getter..
b.
order recorder.
c.
order taker.
d.
follow-up salesperson.
e.
missionary salesperson.
58. The two groups of order takers in personal selling are
a.
current customer salespeople and new-business salespeople.
b.
missionary salespeople and trade salespeople.
c.
inside order takers and field order takers.
d.
trade salespeople and technical salespeople.
e.
advisory order takers and support order takers.
59. Hannah is a retail salesperson for Crate and Barrel in Chicago. She is most likely classified as
a.
an order getter.
b.
support personnel.
c.
trade salespeople.
d.
an inside order taker.
e.
a field order taker.
60. Michelle works for a company that sells rotisseries for chicken and other foods. She answers phone calls from
customers who see infomercials on TV and call to order the product. Michelle is considered a(n)
a.
order getter.
b.
inside order taker.
c.
support person.
d.
field order taker.
e.
trade salesperson.
61. A sales representative for Coca-Cola travels to various restaurants to determine how much syrup the customer needs
for the coming period. This sales representative would be classified as a(n)
a.
order getter.
b.
inside order taker.
c.
field order taker.
d.
missionary salesperson.
e.
trade salesperson.
62. Doug travels around to various established customers to see what new office supplies they need. His customers have
come to depend on him to check their supplies. Doug is a(n)
a.
field order taker.
b.
current customer order getter.
c.
missionary salesperson.
d.
inside order taker.
e.
trade salesperson.
63. A missionary salesperson is usually employed by
a.
a retailer.
b.
a wholesaler.
c.
either a retailer or a producer.
d.
a manufacturer.
e.
an independent intermediary.
64. Which of the following is least likely to be directly involved in actually making sales?
a.
Order taker
b.
Current-customer salesperson
c.
Order getter
d.
Field order taker
e.
Support sales personnel
65. Assisting the producer's customers in selling to those customers is the major purpose of which type of salesperson?
a.
Trade salesperson
b.
Technical salesperson
c.
Missionary salesperson
d.
Order getter
e.
Order taker
66. Jin Xiao, a trained engineer, is a salesperson for a chemical manufacturer. He provides current customers with advice
about a product's characteristics and applications. He is a(n)
a.
missionary salesperson.
b.
trade salesperson.
c.
field order taker.
d.
inside order taker.
e.
technical salesperson.
67. Daphne King of Cleborn Pharmaceuticals tells a sales management class at the state university that her job is to call on
doctors and explain the benefits of new prescription drugs that her firm develops. Daphne would call herself a(n)
a.
technical salesperson.
b.
missionary salesperson.
c.
order taker.
d.
order getter.
e.
trade salesperson.
68. Maria Martinez works for a cosmetics manufacturer and is responsible for ensuring that retailers have adequate
quantities of products when they need them. However, she is directing much of her effort toward helping the retailers
promote the products. She would be characterized as belonging to which group of salespeople?
a.
Trade salespeople
b.
Field order takers
c.
Advisory salespeople
d.
Technical salespeople
e.
Order getters
69. Jana works for Hormel Foods and she frequently sets up special displays and distributes samples of Hormel products
to customers in supermarkets. Jana would best be classified as a(n)
a.
trade salesperson.
b.
technical salesperson.
c.
inside order taker.
d.
field order taker.
e.
missionary salesperson.
70. Nick is a salesperson for DuPont. His college degree is in engineering, with a minor in physical science. Nick is most
likely a(n)
a.
trade salesperson.
b.
missionary salesperson.
c.
technical salesperson.
d.
chemicals order taker.
e.
support to the sales staff.
71. A support salesperson who usually advises customers on product characteristics and application, system design, and
installation procedures is a(n)
a.
trade salesperson.
b.
inside order taker.
c.
tech support worker.
d.
missionary salesperson.
e.
technical salesperson.
72. Ryan Amerson leads his company's clients through the installation procedure of their new industrial equipment. He
also helps answer their questions about product characteristics and system design both before and after their purchases.
Ryan is a
a.
trade salesperson.
b.
missionary salesperson.
c.
technical salesperson.
d.
systems engineer.
e.
field order taker.
73. Natalie is a sales representative with Nike. Tomorrow she will join with people from the firm's financial, engineering,
and other functional areas to engage in the personal selling process. Natalie is engaged in
a.
Trade selling
b.
Missionary selling
c.
Relationship selling
d.
Team selling
e.
Technical selling
74. Which of the following is particularly appropriate for pricey high-tech business products, such as jet aircraft and
medical equipment?
a.
Team selling
b.
Relationship selling
c.
Trade selling
d.
Technical selling
e.
Missionary selling
75. Which of the following involves building mutually beneficial long-term associations with a customer⎯usually a
business customer⎯through regular communications over prolonged periods of time?
a.
CRM selling
b.
Missionary selling
c.
Exclusive selling
d.
Team selling
e.
Relationship selling
76. All of the following are key areas of sales force management except
a.
compensating salespeople.
b.
coordinating sales promotion efforts.
c.
recruiting salespeople.
d.
training sales personnel.
e.
motivating sales personnel.
77. Sales objectives can do all of the following except
a.
serve as a deterrent both to salespeople and their clients.
b.
give the sales force direction and purpose.
c.
serve as a standard for evaluating salesperson performance.
d.
let the sales force know what is expected of them.
e.
help to control the sales force.
78. Sales force objectives are generally established for
a.
the organization as a whole only.
b.
the total sales force and for each salesperson.
c.
just each salesperson but not the whole sales force.
d.
for each department or division of the company.
e.
long-term but not short-term salespeople.
79. Which of the following is the best example of a well-stated sales objective?
a.
Companywide sales should increase by 25 percent.
b.
Each salesperson should increase his or her client group by 10 percent.
c.
Each salesperson should bring in $25,000 in new sales by November 15.
d.
The sales force should increase the market share in all markets by December 1.
e.
Each salesperson should increase the number of calls they make by 20 percent.
80. A company may determine how many sales calls per year it needs to serve customers effectively and divide that by the
average number of sales calls made by one salesperson in order to
a.
recruit appropriate salespeople.
b.
set sales force calling objectives.
c.
compensate salespeople fairly.
d.
train its salespeople.
e.
determine sales force size.
81. When better market conditions prevail or when company growth occurs, a company may suffer if it
a.
lowered its sales force objectives.
b.
recruited additional salespeople.
c.
decided to use a combination compensation plan.
d.
provided additional training for its sales force.
e.
cut back the size of its sales force.
82. Recruiting and selection of salespeople should include enough steps to yield the information needed to make accurate
selection decisions. However, the stages of the process should be sequenced so that the more expensive steps are
a.
near the beginning.
b.
always completed before anything else.
c.
near the end.
d.
paid by the prospects rather than the company.
e.
never reached.
83. The best advice for recruiting and selecting salespeople for one's organization would be
a.
follow a clear set of generally accepted job characteristics when determining an applicant's qualifications.
b.
keep the expensive stages near the beginning of the recruiting process.
c.
find out how long the applicant plans to stay with the company.
d.
make recruitment a continuous activity aimed at seeking out the best applicants.
e.
recruit primarily from educational institutions.
84. Zack Freedman is an experienced salesperson who has worked for the same company for 20 years. When he is
informed that he must attend a training seminar the following Tuesday, he believes it will most likely be about
a.
the company.
b.
his customers' companies.
c.
basic selling methods.
d.
new-product information.
e.
prospecting.
85. Olivia is the manager of Human Resources for Zappos.com. She is currently reviewing the sales force compensation
method used at Zappos.com to determine if there is a better way to manage compensation. Olivia knows that the ____
method is easy to administer, yields more predictable selling expenses, and provides sales managers with a large degree of
control over salespeople.
a.
Straight commission
b.
Salary plus bonus
c.
Salary and commission
d.
Straight commission and combination
e.
Straight salary
86. Jose Suarez has been hired as sales manager at a new firm and is trying to come up with a sales force compensation
method. He would like to have selling expenses relate directly to sales resources, an aggressive sales force, and
minimization of non-selling tasks. What compensation method(s) would best fulfill his requirements?
a.
Combination
b.
Straight salary
c.
Straight salary plus generous fringe benefits
d.
Straight commission
e.
Salary plus a bonus
87. Savanna is a sales person for Aeropostale. Her compensation is based on a set salary plus a commission based on
sales. Savanna’s compensation is based on a(an)
a.
straight salary compensation plan.
b.
combination compensation plan.
c.
cafeteria plan.
d.
straight commission compensation plan.
e.
salary plus bonus program.
88. Effective motivation of a sales force is best achieved through
a.
annual retreats at resort locations open to families.
b.
emphasizing sales force objectives and their connection to compensation.
c.
an organized set of activities performed continuously.
d.
motivation meetings when sales have declined.
e.
daily pep talks before the sales force makes sales calls.
89. In designing sales territories, a sales manager considers several major factors. The territories must be constructed so
that sales potential can be measured; the shape of the territories should facilitate salespeople's activities to provide the best
possible coverage of customers; and
a.
territories should be designed to minimize selling costs.
b.
all territories should be of similar size.
c.
the territorial pattern should consist of concentric circles.
d.
the density of potential customers should be minimized.
e.
the distribution of customers should be relatively equal.
90. If a manager tries to form territories with equal sales potential, the territories will usually be unequal in geographic
size; this will cause the salespeople with larger territories to
a.
develop larger income potentials.
b.
have to work longer and harder to generate a certain sales volume.
c.
work about the same amount, since potential is the same.
d.
have much larger sales than those salespeople with smaller territories.
e.
be limited to a smaller income potential.
91. Customer density and distribution are important factors in
a.
prospecting.
b.
motivating salespeople.
c.
creating sales territories.
d.
compensating salespeople.
e.
establishing sales force objectives.
92. Jake is a sales representative for General Mills. Each week he uploads his plans for visiting clients out in the field to a
routing and scheduling decisions system. Eric knows that one of the primary goals of routing and scheduling decisions in
personal selling is to
a.
determine the sequence in which customers will be called on.
b.
use existing transportation facilities.
c.
minimize non-selling time.
d.
determine duration of sales calls.
e.
provide salespeople with an opportunity to plan their own routes and schedules.
93. Jake, a sales representative is returning from a week on the road. One of his activities this week is to develop ____,
which are designed to identify the customers called on and to present detailed information about interaction with those
clients.
a.
Sales Invoices
b.
Feedback notices
c.
Expense reports
d.
Call reports
e.
Recall files
94. The most common sales force evaluation practices are for sales managers to compare a salesperson's performance with
other salespeople operating under similar selling conditions, or to compare
a.
the size of sales territories.
b.
selling expenses by various members of the sales force.
c.
the amount of new business generated.
d.
current performance with past performance.
e.
the ratio of costs to profits.
95. Nate is preparing to evaluate one of his sales representatives, Julie Hill. His evaluation of her performance for the
prior year led to his conclusion that she often lacked key product information at sales presentations. At their upcoming
session, he will most likely do which of the following?
a.
Decrease the size of her territory.
b.
Increase her sales quotas.
c.
Terminate her.
d.
Recommend that she attend a training program.
e.
Ignore this problem given that her sales results were good.
96. Sydney won a hot-air balloon ride and dinner for two for being the top revenue-producing mortgage loan officer at her
company for the month of October. This contest exemplifies a company's efforts at
a.
motivating salespeople.
b.
compensating salespeople.
c.
providing training for the sales force.
d.
increasing sales territories.
e.
promoting salespeople.
97. In establishing sales promotion objectives, a marketer should always
a.
concentrate on activities that will increase consumer demand.
b.
focus on consumers.
c.
focus on resellers.
d.
be defensive in the methods used.
e.
align objectives with the organization's overall objectives.
98. When deciding on sales promotion methods to employ, marketers take several factors into consideration. Which factor
below is unlikely to affect decisions regarding sales promotion methods?
a.
Type of package
b.
Product characteristics
c.
Target market characteristics
d.
Types of resellers
e.
Competitive forces in the environment
99. In recent years the proportion of promotional dollars spent on sales promotion has
a.
increased relative to advertising.
b.
remained constant.
c.
declined slightly, and the proportion spent on advertising has increased.
d.
declined slightly, and the proportion spent on advertising has declined as well.
e.
increased, and the proportion spent on advertising has risen as well.
100. Which of the following is not a reason why the proportion of promotional dollars spent on sales promotion has
increased in recent years?
a.
Retailers have become more powerful relative to manufacturers and are demanding more trade sales
promotion efforts.
b.
Because of an increased focus on value, consumers are more responsive to promotional offers.
c.
The greater emphasis on improving long-term performance has resulted in an increased use of sales promotion
methods.
d.
Sales promotions aimed at convincing customers to change brands are more effective because of declines in
brand loyalty in general.
e.
All of these are reasons for the increasing proportion of promotional dollars being spent on sales promotion
efforts.
101. Heinz uses various techniques such as coupons, free samples, and consumer contests to encourage consumers to try
its products. All of these marketing activities are considered
a.
trade sales promotion methods.
b.
consumer incentives.
c.
consumer sweepstakes.
d.
buying allowances.
e.
consumer sales promotion methods.
102. As Quaker Oats tries to decide how to introduce its new line of breakfast bars, it considers all the advantages and
disadvantages of the various consumer sales promotion methods. After careful consideration, Quaker Oats decides to use
____, which are the most widely used form of consumer sales promotion.
a.
free samples
b.
rebates
c.
point-of-purchase displays
d.
coupons
e.
cents-off offers
103. Fraudulent usage, inability to attract potentially brand-loyal customers, and use by current customers but not new
customers are believed to be disadvantages of which of the following?
a.
Sweepstakes
b.
Money refunds
c.
Frequent-user incentives
d.
Coupons
e.
Premiums
104. As a promotional strategy, using coupons strives to achieve all of the following except
a.
show how a product is used.
b.
increase sales volume quickly.
c.
introduce new package sizes.
d.
prompt trial usage of a new product.
e.
attract repeat users.
105. ____ are offers of cash to customers who purchase a specific product, and ____ are offers of cash to customers who
purchase a specific quantity of a specific product.
a.
Rebates; reimbursements
b.
Cents-off; refunds
c.
Rebates; premiums
d.
Buy-back allowances; money refunds
e.
Rebates; money refunds
106. Which of the following is most likely to stimulate customer loyalty?
a.
Coupons
b.
Sweepstakes
c.
Frequent-user incentives
d.
Samples
e.
Premiums
107. Jamba Juice offers its customers a stamp card that allows them to receive a free smoothie after they have filled an
entire card. This is an example of a
a.
free sample.
b.
rebate.
c.
frequent-user incentive.
d.
premium.
e.
consumer contest.
108. Signs, counter pieces, racks, and self-service cartons are all forms of
a.
in-store attention grabbers.
b.
demonstrations.
c.
retail media.
d.
premiums.
e.
point-of-purchase displays.
