204.Which type of salesforce training is the most popular type of training?
A. individual instruction
B. formal classes
C. seminars taught by sales trainers
D. on-the-job training
E. computer-based training
205.Research indicates that there are four key f
178.The practice of using team selling to focus on important customers so as to build mutually beneficial,
long-term relationships is referred to as _.
A. relationship marketing
B. relationship selling
C. customer account management
D. key account managem
218.The most frequently used type of compensation plan for salespeople is a _.
A. straight salary compensation plan
B. straight commission compensation plan
C. combination compensation plan
D. weighted compensation plan
E. market share compensation plan
190.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 t
163.The sales manager instructed the salesperson to "Make five hundred customer contacts between January
1st and July 1st." The sales manager used a(n) _ sales objective.
143.An assumptive close refers to
A. asking the prospect to make a decision on some aspect of the purchase.
B. allowing the prospect to use or lease the item on a limited temporary basis before making a final
commitment of purchase.
C. committing the pros
157.Formulating the sales plan involves three tasks: (1) _; (2) organizing the salesforce; and (3)
developing account management policies.
A. hiring sales reps
B. developing the sales plan
C. establishing the budget
D. setting objectives
E. identifying qu
137.Doug Ames sells Mercedes Benz automobiles. While making his sales presentation to a newly qualified
prospect, the prospect said, "Doug, I would really like to buy the car, but, you know, the price of the
automobile is just too high." In order to answe
150.The final stage in the personal selling process is referred to as _.
B. assumptive close
C. trial close
D. urgency close
151.A representative from AT&T called Dr. Michaels after he switched to their new U-verse system. The
131.Which of the following statements should the salesperson use to postpone a prospect's objection?
A. "I think I might be able to explain that better to you after showing you this diagram."
B. "Yes, you're right, it is lighter, but that is done intentio
184.The workload method
A determines a fair and equitable compensation plan based on a weighted system for sales of different
. types of items or from different-sized territories.
B. identifies the target market that most closely meets the special skills
170.An advantage of a geographical sales organization is
A. more effective, specialized customer support.
B. smaller costs for sales calls.
C. minimize travel time, expenses, and duplication of selling effort.
D. reduced number of salespersons in the sale
197.The ability to understand one's own emotions and the emotions of people with whom one interacts on a
daily basis is referred to as _.
A. empathetic intelligence
B. emotional empathy
C. emotional intelligence
D. subliminal intelligence
E. cognitive emp
211.When Daniel was hired to work for Bush Refrigeration Company, he was told, "The sales training
program is 18 weeks, and we'll pay you $750 per week during that time." While in training, the company
used a _ to compensate Daniel for his time and effort
225.Sales quota refers to
A. the ratio of sales calls made to actual sales closed.
B. the minimum number of sales that must be made before a salesperson can be paid.
C. the maximum threshold for satisfactory performance during an annual performance evalua
232.Hewlett-Packard recently shifted its entire U.S. salesforce into home offices and saved millions in staff
salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/
copier, cellular phone, two phone lines
239.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
A. a soft close
B. an action close
C. a inte
245.Explain the role of missionary salespeople and sales engineers in the selling process.
246.What are the six stages of the personal selling process? What is the objective of each stage?
247.What assumption does the stimulus-response presentation format
251.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
252.Discuss the ethics of sa
32. The Dorito's salesperson shown in Figure 20-1 above is an _ who is taking inventory of
available product at a supermarket.
A. inside order taker
B. inside sales getter
C. outside order taker
D. outside sales manager
E. order getter
124.Excuses for not making a purchase commitment or decision are referred to as _.
125.There are six commonly used techniques to deal with objections: acknowledge and convert
118.Adaptive selling refers to a presentation format that
A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective
B. focuses on problem identification, where the salesperson serves as an expert on prob
107.When Tracy went to work as a new sales rep for Paradise Candles, she was told to use the following
speech in her sales presentations: "Hello, _ (Mr./Mrs. customer name. My name is _ (your
name here) _. I'm calling on behalf of Paradise Candles. We car
37. When Jason called the toll-free number to order two children's books from the Chinaberry catalog, he was
A. social networking
B. interactive marketing
C. multichannel selling
D. inbound telemarketing
E. outbound telemarketing
38. On a recent
25. A salesperson who processes routine orders or reorders for products that were already sold by the
company is referred to as a(n) _.
A. order getter
B. missionary salesperson
C. order taker
D. sales engineer
E. order processor
26. The primary responsib
19. Partnership selling refers to
A the creation of cross-functional selling teams designed to provide the ultimate consumer with the best
. possible product and service.
B. the practice of using an entire team of professionals in selling to and servicing
13. Which of the following statements regarding the role of salespeople is most accurate?
A. Salespeople can identify creative solutions to customer problems.
B. Salespeople have the greatest say in company policy and therefore are the customer's greatest
The tasks involved in managing personal selling include: setting objectives; organizing the salesforce;
recruiting, selecting, training, and compensating salespeople; and
A. evaluating the performance of individual salespeople.
B. identifying potential
Anne Mulcahy's task at Xerox Corporation is to
A. manage its transactional Web site in order to eliminate channel conflict.
B. restore Xerox's legendary marketing and financial vitality.
C. refine the number of products and services the c
ACTSC 232 Spring 2011
Solutions to Chapter 1 and 2 Book Problems
Insurers generally require evidence of health from a person applying for life insurance
in order to prevent adverse selection (also sometimes called anti-selection). If insurers