273) The use of various technologies to make the selling function more effective and efficient is
referred to as
A) automated selling.
B) direct selling.
C) sales force automation.
D) sales force computerization.
E) sales force networking.
274) SFA is an acronym for
A) sales force automation.
B) sales factory automation.
C) sales flexible automation.
D) sales functional automation.
E) sales frequency automation.
275) Sales force automation is the use of ________ to make the sales function more efficient and
effective.
A) avatars
B) emotional intelligence
C) account management policies
D) technology
E) suggestive selling techniques
276) Sales force automation is typically applied to all of the following except which?
A) product and sales training
B) communication between sales manager and her sales force
C) proposal generation
D) account development and analysis
E) order processing
277) Toshiba America Medical Systems salespeople use ________ with capabilities to provide
interactive presentations for their computerized tomography (CT) and magnetic resonance
imaging (MRI) scanners.
A) laptop computers
B) tablet devices
C) order processing software
D) presentation software
E) smartphones
278) A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in
DVD capabilities to provide interactive presentations for Toshiba’s computerized tomography
(CT) and magnetic resonance imaging (MRI) scanners. With it, the customer sees elaborate
three-dimensional animations, high-resolution scans, and video clips of the company’s products
in operation as well as narrated testimonials from satisfied customers. Such technological
capabilities have made it effective both for sales presentations and for training salespeople. This
would be an example of the use of
A) a specialized order taker.
B) sales management principles.
C) customer relationship management.
D) sales force technology.
E) account management policies.
279) Salespeople for Timex watches use their laptop computers to process orders, plan time
allocations, and forecast sales. This use of ________ helps free up time for the Timex salesforce
provide enhanced customer service.
A) time management software
B) customer experience software
C) sales force automation
D) proposal generation software
E) marketing automation
280) ________ provides intelligence to salespeople in the form of lead qualification,
preapproach preparation, customer buying patterns, and upselling and cross-selling opportunity
identification.
A) Time management software
B) Customer service and support automation
C) Sales force automation
D) Proposal generation software
E) Marketing automation
281) ________ consists of processes and technologies that supply customers with information
about postsale activities, including installation, repair, replacement, and replenishment, and
technical expertise pertaining to products.
A) Time management software
B) Customer service and support automation
C) Sales force automation
D) Warranty software
E) Marketing automation
282) Two features of successful ________ are the availability of “live chat” opportunities and the
ability to provide a single source for customer problem solving.
A) time management software
B) customer service and support automation
C) sales force automation
D) warranty software
E) marketing automation
283) Over a decade ago, Xerox began a shift to a ________ that focused on helping customers
solve their business problems rather than just placing more equipment in their office.
A) multitiered sales system
B) sales force automation system
C) product-oriented sales organization
D) geographic-oriented sales organization
E) consultative selling model
284) The sales process at Xerox typically follows the six stages of the personal selling process.
During the first stage, Xerox identifies potential clients through
A) responses to advertising, referrals, and telephone calls.
B) sending salespeople to visit competitors’ customers.
C) sending salespeople to visit former customers to win them back.
D) an agreement with local repair shops that supply customer information in exchange for the
right to carry Xerox products in their stores.
E) selling printer paper with the Xerox watermark to create brand awareness.
285) The sales process at Xerox typically follows the six stages of the personal selling process.
During the second stage, the sales force prepares for a presentation by
A) having a cross-functional team teleconference before each customer encounter.
B) preparing state-of-the-art presentations about the newest Xerox printer technologies.
C) familiarizing themselves with the potential client and its document needs.
D) secretly visiting the client as a “mystery shopper” to uncover any potential problems of which
the firm may be unaware.
E) role-playing different possible scenarios that might occur during the actual sales presentation.
286) The sales process at Xerox typically follows the six stages of the personal selling process.
During the third stage, a Xerox sales representative approaches the prospect and suggests
A) several product alternatives.
B) several solutions to perceived problems the sales force has identified.
C) different pricing options.
D) a meeting and presentation.
E) a visit to corporate headquarters for a complete tour of the facilities.
287) The sales process at Xerox typically follows the six stages of the personal selling process.
During the fourth stage, as the presentation begins, the salesperson
A) explains why competitor’s products are inferior.
B) summarizes relevant information about potential solutions.
C) requests a meeting with the company gatekeeper.
D) requests a meeting with the official buyer to determine the possibility of a sale.
E) gets a signed document or confirmation of the sale.
288) The sales process at Xerox typically follows the six stages of the personal selling process.
During the fifth stage, the salesperson engages in ________ (gets a signed document or a firm
confirmation of the sale).
A) a soft close
B) an interrogative close
C) an urgency close
D) an action close
E) a conditional close
289) The sales process at Xerox typically follows the six stages of the personal selling process.
During the sixth stage, the salesperson continues to meet and communicate with the client to
A) remove all competitors’ products from the clients’ offices.
B) sell ancillary and complementary products.
C) provide assistance and monitor the effectiveness of the installed solution.
D) request leads for other potential sales.
E) offer special price incentives for future pre-buys.
290) The Xerox sales force is divided into four ________ organizations.
A) product
B) geographic
C) customer
D) market
E) product life cycle
291) The Xerox sales force is divided into four geographic organizations: the United
States/Canada, Europe, Global Accounts, and Developing Markets. Within each geographic area,
the majority of Xerox products and services are typically sold through its
A) distributors.
B) competitor partnerships.
C) order takers.
D) direct sales force.
E) telemarketers.
292) At Xerox there is a passion for winning that provides a key incentive for sales reps. Xerox
has a recognition program called the ________ where the top performers are awarded a five-day
trip to one of the top resorts in the world.
A) President’s Club
B) Keener’s Club
C) Prestige Club
D) Triumph Club
E) Kudos Club
293) Perhaps the most well-known component of Xerox’s sales management process is its
A) stellar business reputation.
B) sustainability programs.
C) sales representatives training program.
D) challenging and dynamic environment.
E) use of sales-related information technology.
294) Explain the difference between personal selling and sales management.
295) What are the three major roles of personal selling in a firm’s overall marketing effort?
296) Define relationship selling.
297) Explain the difference between order takers and order getters.
298) What are the six stages of the personal selling process? What is the objective of each stage?
299) Explain the difference between a lead, a prospect, and a qualified prospect.
300) Explain the difference between the stimulus-response presentation format and the formula
selling presentation format.
301) What assumption does the stimulus-response presentation format make?
302) What are the keys to effective need-satisfaction presentations?
303) Describe the need-satisfaction presentation format. In the answer, include the two selling
styles that are common with this format.
304) During the presentation stage, a salesperson may encounter objections. What are the six
basic techniques for handling objections?
305) Explain what occurs during the closing stage of the selling process and list the three types
of close.
306) Although firms may differ in the specifics of how salespeople are managed, the sales
management process has many similarities across firms. Briefly describe the three interrelated
functions of the sales management process.
307) Discuss the ethics of salespeople asking their customers for information about such things
as the pricing and promotion strategies of the salesperson’s competitors.
308) ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30
billion. At one time, its sales force was organized by product: generators, boilers, transformers,
and so forth. Each salesperson was an expert on the product line he or she sold. Then it adopted a
customer organizational structure. Why might ABB have made this change?
309) The sales plan is put into practice through the tasks associated with sales plan
implementation. Identify the three major tasks involved in implementing a sales plan.
310) In the context of a salesperson’s position, explain what a job description is. In the answer,
specify the six attributes that it purports to explain.
311) List the four things that research suggests will produce a motivated salesperson.
312) Explain the selling model that Xerox uses.