Chapter 20
Test Bank
1. Almost everyone is engaged in some form of selling.
2. One of the benefits of careers in sales is flexibility in scheduling.
3. One of the major responsibilities of being a sales rep is being the frontline emissary for one’s firm.
4. Personal selling is worth more than it costs to firms.
5. The sales process always proceeds through each of the five steps.
6. Potential customers are called marks.
7. Retail salespeople should never “judge a book by its cover.”
8. Geraldine is in NEC’s sales training program. She will probably be taught that all a salesperson needs to do is ask questions.
9. The best way to avoid postsale problems is to contact customers right after they take possession of their products.
10. Manufacturer’s representatives are a firm’s senior sales employees.
11. In business practice, salesperson evaluation measures can be objective or subjective.
12. The four main types of financial rewards for sales representatives are salaries, commissions, bonuses, and sales contests.
13. If you are hired as a sales manager, you will be responsible for recruiting, selecting, training, motivating, compensating, and evaluating the sales
force.
14. If you had a small business and needed a sales force but did not wish to hire anyone, you could use the services of an independent agent.
15. If it is a company’s policy to intentionally mislead potential customers about some aspect of a product, a sales rep that carries out this policy by
misleading the customer can be held legally accountable.
16. Ethical and legal issues are likely to arise between the sales force and corporate policy when the salespeople become conflicted between doing what
17. It is the company’s responsibility, not the salesperson’s, to ensure that all dealings with the customer are ethical and legal.
18. Under a commission system, salespeople have only one objective—make the sale.
19. The first step in the personal selling process is the preapproach.
20. Mary visited an office building and went door to door to hand out business cards and sell office products. Mary was making cold calls.
21. Good salespeople know the types of reservations buyers are likely to raise.
22. Regarding ethical issues, the most important thing a company can do is to have written formal guidelines for common ethical situations.
23. Whereas objective measures seek to assess salespeople’s behavior, subjective measures are quantitative.
24. The sales reward is more important than the way in which it is operationalized.
25. Online sales training is used to replace the one–on-one interaction of on-the-job training for advanced selling skills.
26. Personal selling can take place in all of the following situations except
27. In Arthur Miller’s play Death of a Salesman, Willie Loman portrays
28. Taylor loves the lifestyle associated with being a salesperson, allowing her to take a day off during the week and making it up on the weekend. She
most likely values the __________ associated with creating her own schedule.
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29. Thanh is starting a career in selling, but he eventually wants to become a senior manager. A selling career may help Thanh achieve that goal by
providing
30. One of the advantages of personal selling over other types of marketing communication is that
31. One of the disadvantages associated with personal selling is
32. Gwen recognizes that one of her roles as a company sales rep is to be the firm’s frontline emissary. As such, she strives to build strong relationships
with customers and
33. When Vonage decided to increase its sales of its voice over Internet protocol (VoIP) services to business customers rather than focusing only on
consumers, it recognized that it needed information about how these buyers differed from its existing clients. Therefore, it purchased three firms that
already function in business markets: Simple Signal, Telesphere Networks, and Vocalocity. Not only do those acquisitions provide it with customer
data it can use in its preapproach planning, but they also provide introductions to potential business customers, leading Vonage to predict that it would
be able to increase its B2B revenue by 40 percent. Vonage salespeople likely access all this information immediately and conveniently from the firm’s
34. As marketing manager for a newly created software company, Katrina is deciding whether or not to hire a company sales force. To make this
decision, Katrina needs to consider whether or not
35. Sales representatives add value for customers by doing all of the following except
36. Whether or not a salesperson will go through all five steps of the selling process depends on the sales situation and
37. Although a sales representative may skip a step in the personal selling process or might sometimes have to go back and repeat steps, there is logic in
38. Bridgette went to the Gap ready to buy a new shirt, but was not sure which color or style she wanted. The sales representative, sensing Bridgette’s
buying mode, most likely began with the __________ stage of the selling process.
39. Monica works as a salesperson in a retail clothing store. Of the five stages in the selling process, Monica is least likely to engage in
40. Chesnee works in the office of a building materials company. One of her jobs is to identify new building projects and to determine who will make
the building materials purchase decisions. Chesnee is involved in the _______________ step of the selling process.
41. Several months ago, Veronica took over the sales territory managed by a very successful salesperson. Veronica should use __________ as a first
source of leads.
42. Galena is a new agent for a financial services company. She decides to join the local chamber of commerce, the local association of businesswomen,
and the local chapter of the United Way organization. Galena is attempting to use __________ to generate leads.
43. Trade shows are a particularly good source of B2B sales leads because
44. Imagine that a management consulting firm wants to sell a bank a new system for finding checking account errors. The consulting firm’s salesperson
has learned about the customer during the qualification stage, and the salesperson should now do all of the following except
45. If your company hired you to make sales calls via the telephone, it hired you to perform
46. Brandon is in the process of qualifying leads he received from corporate headquarters. Brandon will assess
47. Retail salespeople should not __________ and assume that a person in the store cannot afford to purchase the store’s products based on appearances.
48. When a plumbing contractor drove up to Bill’s house in a brand-new Mercedes, Bill decided this person would be too high-priced even before the
plumbing contractor offered his bid. Bill made the mistake of
49. One reason B2B salespeople spend considerable time qualifying potential customers is that
50. Fred sells health insurance packages for small businesses. He has been given the names of ten new businesses in his town. During the qualifying
leads stage of the selling process, Fred will likely try to assess which of the ten businesses
51. The __________ stage occurs prior to meeting the customer for the first time and extends the qualification of leads.
52. The preapproach stage occurs __________ and extends the qualification of leads procedure.
53. Before approaching a potentially major B2B customer, a salesperson will usually
54. During the preapproach stage, a salesperson usually conducts additional research about prospects and
55. Yara has identified an attractive potential customer for her biodiesel home power system. She knows the customer is concerned about the
environment and has considerable financial resources. The customer is also a respected leader among wealthy environmentalists in the area. Next Yara
will
56. Kathleen has found out everything she can about a newly qualified lead. She has practiced making her sales presentation and has determined what
goals she has for the first meeting. Kathleen has finished the ___________ stage of the selling process.
57. Boris tells a colleague about a major prospect he plans to call on in the next few days and asks the colleague to pretend to be a customer while he
makes his sales presentation. Boris and his colleague are engaged in
58. Regina has made the same sales presentation twice a day for almost a month. At first, the presentation seemed to flow nicely but lately it has not
seemed as effortless as it initially was. Regina might ask another sales rep to participate in __________ and critique her presentation.
59. After exchanging greetings and getting to know the customer a bit in an initial sales call, the first goal of a sales presentation is to
60. The beginning of the sales presentation may be the most important part of the selling process, because this is where the salesperson establishes
61. Like any effective salesperson, Frazer walks into a customer’s office, shakes hands, looks the customer in the eye, and smiles. After exchanging
pleasantries, Frazer will immediately try to create interest in his company’s product and establish
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62. Like any effective salesperson, Tiffany walks into a customer’s office, shakes hands, looks the customer in the eye, and smiles. After exchanging
pleasantries, Tiffany will try to create interest in her company’s product. Tiffany will likely __________ to adapt or customize her presentation to match
the customer’s needs.
63. Naven knows that he needs to ask a series of questions early in his sales presentation, but he also knows that he
64. Often, inexperienced salespeople mistakenly believe that during the sales call, they should
65. Kyle is preparing for an important sales presentation. He knows that customers are more likely to ___________ during his presentation than during
other stages of the selling process.
66. Evelyn knows that prospective customers are likely to raise reservations about price and quality. She needs to convince customers that her products
represent
67. Effective salespeople anticipate and handle
68. Often the best way to handle customers’ reservations is to relax, listen, and
69. Mohinder sells small-business health insurance programs, working on straight commission. Closing the sale is an extremely stressful point in the
selling process for him. If he does not close the sale, the most likely outcome will be
70. For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.
71. Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can
learn when to close the sale by
72. The follow-up offers a prime opportunity for a salesperson to solidify the customer relationship through great service quality. All of the following
are considered one of the five service quality dimensions to consider except
73. The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service
quality.
74. In the selling process, the saying “It ain’t over till it’s over” refers to the __________ stage of the process.
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75. The attitudes that Ryan’s customers develop after they have purchased his yearly lawn care service will become the basis for determining whether or
not they renew each year. He needs to convey ____________ by delivering the right services the right way.
76. The attitudes that Ryan’s customers develop after they have purchased his yearly lawn care service will become the basis for determining whether
77. Sally has been having a difficult time working with a particular buyer while using the personal selling process, and she has asked her manager,
Chris, for some ideas about how to close the sale effectively. Chris asks her a number of questions to help sort out the difficulties. Which of the
following questions would Chris be least likely to ask?
78. The attitudes that Ryan’s customers develop after they have purchased his yearly lawn care service will become the basis for determining whether
they renew each year. He needs to convey ____________ by guaranteeing his work in writing.