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Which of the following elements of the promotion mix involves making personal connections with customers for the purpose of making sales? A) personal selling B) advertising C) e-commerce D) publicity E) public relations Answer: A Dif 1 Page Ref: 464 Skill: Concept Objective: 16-1 is an individual acting on behalf of a company who performs one or more of the following activities: prospecting, communicating, servicing, and information gathering.
A) press agent B) media planner C) marketing director D) salesperson E) publicist Answer: D Dif: 1 page Ref: 465 3) involves two-way, personal communication between salespeople and individual customers, either in person, by telephone, or through Web conferences. A) Advertising B) Public relations C) Personal selling D) Telemarketing E) Integrated marketing communication Answer: C CABS: Communication Abilities 4) Whom do members of a sales force typically represent? A) They represent the company to customers. B) They represent the company to investors.
C) They represent the customer to the company. D) A and C E) all of the above Dif. 2 age Ref: 466 5) A company can unite its marketing and sales functions through all of the following activities EXCEPT . A) assigning a telemarketer the task of visiting a customer B) arranging Joint meetings to clarify all aspects of communication C) appointing an executive to oversee both departments D) having a salesperson preview ads and sales-promotion campaigns E) sending brand managers on sales calls with a salesperson Dif. 6) When a company sets out to analyze, plan, implement, and control sales force activities, the company is undertaking B) sales force management C) group sales efforts D) co-pop selling and advertising E) promotional objectives Answer: B page Ref: 468 Objective: 16-2 . A) sales design 7) Of the three typical types of sales force structures, which one is often supported by many levels of sales management positions in specific geographical areas?
A) territorial B) product C) customer D) complex systems E) A and B 8) All of the following are considered advantages of a territorial sales force structure EXCEPT . A) travel expenses can be minimized B) each salesperson’s Job is clearly defined C) accountability is clearly defined for each salesperson D) salespeople develop in-depth knowledge of a product line E) salespeople have the opportunity and incentive to build strong relationships with customers Answer: D 9) Which of the following is NOT a disadvantage of a product sales force structure?
A) extra selling costs involved with multiple sales visits from separate divisions B) overlapping use of resources with big customers C) salespeople spending time to see the same customer’s purchasing agents D) increased customer delivery time E) B and C page Ref: 469 10) Companies that use a customer sales force structure organize their salespeople by A) product B) territory C) industry D) demand E) hierarchy 1 1) Which of the following would a company most likely use to determine sales force size?
A) the workload approach B) product availability C) demographic characteristics of the sales force D) the outside sales force method E) profit margin page Ref: 470 12) What is the term used to identify the individuals in a company who travel to call on customers in the field? A) product sales force B) outside sales force C) inside sales force D) complex sales force E) customer sales force 13) Members of a company’s conduct business from their offices using loopholes, e-mails, or visits from prospective buyers to generate sales.
A) outside sales force B) inside sales force C) complex sales force D) customer sales force E) product sales force 14) To reduce time demands on their outside sales forces, many companies have increased the size of their inside sales forces, which include technical support people, sales assistants, and B) sales managers C) telemarketers D) accountants E) programmers .
A) retail supervisors 1 5) A sales assistant working for an outside sales force will most likely have all of the following duties EXCEPT A) answering customer’s questions when a salesperson is unavailable B) providing administrative backup C) confirming appointments D) following up on deliveries E) determining price points Answer: E 16) The growing trend of using a group of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts is known as B) multiple selling.
A) department C) team D) personal E) complex page Ref: 471 17) Which of the following best explains why companies are adopting the team selling approach to service large, complex accounts? A) Products have become too complicated for one salesperson to support. B) Customers prefer dealing with many salespeople rather than one sales representative. C) Salespeople prefer working in groups because of the opportunity for flex hours and Job sharing. D) A group of salespeople assigned to one account is cost effective for corporations. E) Fewer skilled salespeople are working in the high-tech industry.
Answer: A 18) All of the following are disadvantages of the team selling approach EXCEPT which one? A) Selling teams can overwhelm customers. B) Many salespeople are unaccustomed to working with others. C) Selling teams decrease costs. D) Individual contributions and compensations can be difficult to assess. E) Most salespeople are trained to excel in individual performance. Answer: C page Ref: 472 19) All of the following are problems associated with the poor selection of salespeople EXCEPT B) costly turnover C) less productivity D) less office support .
A) lower sales E) disrupted customer relationships 20) According to research by the Gallup polling organization, which of the following is one of the four key talents a successful salesperson must possess? A) managerial skills B) disciplined work style C) aggressive personality D) technological know-how E) fluency in a second language 21) During the hiring process, companies that test sales applicants typically measure all of the following abilities EXCEPT B) organizational skills C) accounting skills D) analytical skills E) personality traits page Ref: 473 .
A) sales aptitude 22) The purpose of a training program for salespeople is to teach them about all of the following EXCEPT . A) customers’ buying habits B) customers’ buying motives C) the company’s main competitors D) the company retirement benefits E) the company’s organizational structure 3) Which of the following is a primary reason that companies use e-learning to conduct sales training programs? A) Customer needs and habits are easily conveyed through e-learning. B) Customers appreciate the flexibility of e-learning.
C) E-learning allows for more employee feedback. D) E-learning is the best way to simulate sales calls. E) E-learning cuts training costs. CABS: Use of Information Technology 24) Commissions or bonuses that a salesperson receives from a company are categorized as the B) fixed amount C) variable amount D) fringe benefit E) pension component of a compensation plan. A) base salary page Ref: 474 25) All of the following are basic types of compensation plan for salespeople EXCEPT .
A) straight commission B) straight salary C) salary plus commission D) commission plus bonus E) salary plus bonus 26) Companies are increasingly moving away from high commission compensation plans because such plans often lead to salespeople of the inside sales team B) ignoring management and marketing objectives C) being too pushy and harming customer relationships D) working multiple sales Jobs to maximize their income E) spending too much time traveling between customers 7) Helping the sales force “work smart” is the goal of B) sales motivation C) sales compensation D) the organizational climate E) return on sales investment .
A) undermining the work . A) sales supervision 28) The aim of sales management motivation is to encourage salespeople to A) “work smart” B) “work hard” C) “work cooperatively” D) “work creatively” E) “work quickly” 29) Which sales management tool helps a salesperson know which customers to visit and which activities to carry out during a week? A) time-and-duty analysis B) sales force automation systems C) call plan D) sales quota plan E) positive incentives plan 30) Companies are always looking for ways to increase face-to-face selling time.
All of the following are ways to accomplish this goal EXCEPT video conferencing instead of traveling . A) using phones and B) simplifying record keeping and other administrative tasks C) developing better sales-call and routing plans D) reducing the number of customers each sales rep must visit E) supplying more and better customer information 31) Which of the following is an advantage created by the use of a sales force automation system? A) lower costs for training sales personnel
B) increased motivation to acquire new customers C) decreased need for an inside sales force D) stronger organizational climate developed by the sales team E) more efficient scheduling of sales calls and sales presentations Answer: E page Ref: 475 32) Which of the following is a potential drawback of using Web-based technologies for making sales presentations and servicing accounts? A) Salespeople have to invest more time in preparing for this type of interaction with customers.
B) The cost of the technology outweighs any savings gained by eliminating the need for travel. C) The yester can intimidate salespeople who are unfamiliar with the technology. D) Customers are less likely to buy the product when a Web conference is used. E) Customers lack the technology required to participate in a Web conference. Answer: c page Ref: 477 33) A company that treats its salespeople as valuable contributors with unlimited income opportunities has developed a(n) that will have fewer turnovers and higher sales force performance.
A) sales force system B) organizational climate C) compensation package D) sales structure E) workload 34) A sales is the standard that establishes the amount each salesperson would sell and how sales should be divided among the company’s products. A) goal B) task C) quota D) incentive E) contest 35) sales encourage a sales force to make a selling effort that is above and beyond the normal expectation.
A) contests B) quotas C) meetings D) reports E) plans 36) A salesperson’s A) profit-sharing plan B) compensation C) call report D) sales report E) expense report is often related to how well he or she meets a sales quota. 37) A(RL) call plan is a salesperson’s write-up of his or her completed sales activities. A) B) call report C) sales report D) expense report E) time-and-duty analysis 8) Which of the following questions would provide management with the LEAST beneficial information regarding the performance of its sales force?
A) Is the sales force meeting its profit objectives? B) Is the sales force working well with the marketing team? C) Are sales force costs in line with sales force outcomes? D) Is the sales force accomplishing its customer relationship objectives? E) Does the sales force complete its sales reports and expense reports in a timely manner? 39) The selling process consists of several steps that the salesperson must master, focusing on the goals of and orders room them.