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Exam 20: Personal Selling and Sales Management

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Question 81

Multiple Choice

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Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

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 intentionally to make your work easier."
C) "That's true.It does have a shorter shelf life,but that really hasn't been a problem.It is so popular it never stays on the shelf that long anyway."
D) "Where did you hear that? Your source must have erroneous information."
E) "As I was saying,…."

F) A) and B)
G) None of the above

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Question 82

Multiple Choice

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All of the following tactics are used to generate leads EXCEPT:

A) cold canvassing
B) suggestive selling
C) toll-free numbers
D) coupons
E) trade shows

F) All of the above
G) None of the above

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Question 83

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A salesperson at Toshiba America Medical Systems uses a laptop computer with built-in DVD capabilities to provide interactive presentations for their 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 both effective both for sales presentations and for training salespeople.This would be an example of the use of

Research indicates that there are four key factors involved with salesforce motivation: (1) a clear job description; (2) effective management practices; (3) __________;and (4) proper compensation,incentives,or rewards.

Explain the difference between the stimulus-response presentation format and the formula selling presentation format.

Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase.They are __________ closes.

One of the first sales management decisions a firm must make is whether the company should build its own salesforce or hire independent agents such as manufacturers' representatives.Abacus Designs sells high-end furniture to retailers and needs to make this decision.Independent agents would receive a 5 percent commission on sales while a company salesforce would receive a 3 percent commission,salaries,and benefits.In addition,with company salespeople,sales administration costs would be incurred for a total fixed cost of $500,000 per year.At what sales level would independent salespeople be less costly?

The three commonly used compensation plans are:

In the context of a salesperson's position,describe what a job description is.In the answer,specify the six attributes that it purports to explain.

The use of computer,information,communication,and Internet technology to make the sales function more effective and efficient is referred to as __________.

Asking the prospect to make a decision on some aspect of the purchase is referred to as a(n) __________ close.

Discuss the ethics of salespeople asking their customers for information about such things as the pricing and promotion strategies of the salesperson's competitors.

You respond by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time is referred to as __________.

A salesperson who is guided by the notion,"I try to sell customers all I can to convince them to buy,even if I think it is more than a wise customer would buy," has which type of orientation?

When Jason called the toll-free number to order two children's books from the Chinaberry catalog,the firm was using __________.

Sales activities occurring before,during,and after the sale itself,and which consist of six stages,are referred to as

A waitress at a Cracker Barrel restaurant uses __________ when she asks a family if "they have left any room left for dessert."

Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format;and (3) __________.

All of the following are types of sales objectives EXCEPT: