BUSI 330 quiz 7 complete solutions correct answers A+ work

Liberty University BUSI 330 quiz 7 complete solutions correct answers A+ work

More than 4 different versions

Question 1 There are six commonly used techniques to deal with objections: acknowledge and convert the objection; __________; agree and neutralize; accept the objection; denial; and ignore the objection.

Question 2 The most basic of the three sales management functions is

Question 3 Quantitative assessments of sales performance may be based on output­related measures, such as

Question 4 A sales plan refers to a

Question 5 Marilyn called the Butterball toll­free hotline to learn how to prepare her Thanksgiving turkey and dressing. This telephone number is an example of __________.

Question 6 An advantage of a geographical sales organization is that it

Question 7 Which salesforce structure is the simplest form of organization?

Question 8 A __________ is the simplest salesforce structure, where the United States, or indeed the globe, is first divided into regions and then each region is divided into districts or territories.

Question 9 As shown in Figure 17­2 above, "A" is the __________ stage in the personal selling process.

Question 10 About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 11 About 60 percent of U.S. companies now include customer satisfaction as a __________ measure of salesperson performance.

Question 12 The most frequently used type of compensation plan for salespeople is a __________.

Question 13 A selling format that assumes that given the appropriate prompts by a salesperson, the prospect will buy is referred to as a __________.

Question 14 Mark wanted to make some extra money, so he went door­to­door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

Question 15 A third type of sales objective that is __________, which is typically specific for each salesperson and includes his or her product knowledge, customer service, and selling and communication skills.

Question 16 All of the following are behavioral measures that are used to evaluate salespeople EXCEPT:

Question 17 Three major presentation formats exist: (1) stimulus­response format; (2) formula selling format; and (3) __________.

Question 18 When Jason called the toll­free number to order two children's books from the Chinaberry catalog, the firm was using __________.

Question 19 An effective sales plan objective should be

Question 20 Which of the following statements regarding the role of salespeople is most accurate?

Question 21 With a __________, a salesperson is paid a fixed fee per week, month, or year.

Question 22 White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non­selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If you did not know which plan the firm presently uses, what advice would you give?

Question 23 All of the following tactics are used to generate leads EXCEPT:

Question 24 If the salesperson's objective is to "gather information and decide how to approach the prospect," what is the name of this stage of the personnel selling process?

Question 25 The sales manager told the salesperson, "Your goal is to increase sales volume for the second quarter 5 percent over the sales volume of the first quarter." The sales manager voiced a(n) __________ sales objective.

Question 26 A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 27 As a MooreChem sales manager, you note that one of your salespeople has exceeded his sales target but is well below his profit goal. The best explanation for this performance is

Question 28 Attributes such as imagination and problem­solving ability, strong work ethic, honesty, intimate product knowledge, effective communication and listening skills, and attentiveness reflected in responsiveness to buyer needs and customer loyalty and follow­up are found in the

Question 29 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./Ms. (customer name). My name is (your name here). I'm calling on behalf of Paradise Candles. We carry the best wax­burning mechanical candles available in the commercial decorating industry…." Paradise instructed Tracy to use

Question 30 The primary responsibility of order takers is to

Question 1

Consider Figure 17‑A above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "A" represents which type of salesforce organization structure?

Question 2

A stimulus‑response presentation refers to a format that

Question 3

The tasks involved in managing personal selling include all of the following EXCEPT:

Question 4

There are three major tasks involved in the implementation stage of the sales management process: salesforce recruitment and selection; __________; and salesforce motivation and compensation.

Question 5

Behavioral measures used to evaluate salespeople include assessments of a salesperson's __________, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor.

Question 6

A need‑satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution, is referred to as

Question 7

Consider Figure 17‑C above. If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose. "C" represents which type of salesforce organization structure?

Question 8

About __________ percent of U.S. companies now include customer satisfaction as a behavioral measure of salesperson performance.

Question 9

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

Question 10

Personal selling begins with the __________ stage.

Question 11

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Question 12

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.

Question 13

At which stage in the personal selling process would the salesperson obtain further information about the prospect and decide on the best method of contact?

Question 14

At the end of her sales presentation, the salesperson asks, "Do you want to make monthly payments of $75 with a 10 percent down payment or will you be writing a check for the full amount today?" She has just executed a(n) __________.

Question 15

If a company chooses to employ its own salesforce, there are three basic organizational salesforce structures from which to choose, which are

Question 16

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

Question 17

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face‑to‑face encounter, designed to influence a person's or a group's purchase decision.

Question 18

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold.

Question 19

Broadly speaking, there are two types of personal selling: _________ and order getting.

Question 20

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

Question 21

Which of the following statements describes a major drawback associated with a canned sales presentation?

Question 22

As shown in Figure 17‑2 above, "F" is the __________ stage in the personal selling process.

Question 23

Consultative selling refers to a presentation format that

Question 24

Procter & Gamble uses people from marketing, sales, advertising, computer systems, and supply chain personnel to work with its major retailers, such as Walmart, to identify ways to develop, promote, and deliver products. This type of sales approach is called __________.

Question 25

The Frito‑Lay salesperson shown in the photo above is an __________ who is taking inventory of available Doritos and Tostitos products at a supermarket.

Question 26

The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Question 27

Industry research shows that outside order getters, or field service representatives spend 41 percent of their time selling, and another __________ is devoted to customer service calls.

Question 28

The office memo read, "Sales representatives from Kansas, Nebraska, Iowa, and Missouri will report directly to the regional manager." From this information, it would appear the company that issued the memo uses a ___________ sales organization for its salesforce.

Question 29

In the __________ stage of the personal selling process, the first impression is critical.

Question 30

Relationship selling refers to

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format

Which of the following statements should a salesperson use to agree with and neutralize an objection

Account management policies refer to policies that

A job analysis refers to

A policy that specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out are referred to as

Mark wanted to make some extra money, so he went door-to-door in his neighborhood asking residents if they had any small jobs that they could hire him to perform. Mark had no idea of whether anyone had any jobs for him, so he picked the houses randomly and knocked on the doors to see if anyone was home and perhaps interested in his services. In terms of the personal selling process, Mark was engaged in __________ when he knocked on a door.

The closing stage in the selling process involves obtaining a purchase commitment from the prospect. This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Telltale signals indicating a readiness to buy include

The objective at the __________ stage of the personal selling process is to convert a prospect into a customer by creating a desire for the product or service

Russ Berry Company is a company that makes gifts and collectibles. When its southeastern sales representative is driving through a community on her way to make a sales call, she looks for small independent florists and gift shops. When she finds a retailer whom she knows is not carrying Russ products, she stops and makes a sales call. The company's sales rep uses __________ to find prospects

Broadly speaking, there are two types of personal selling: _________ and order getting

Major account management refers to

A straight commission compensation plan is one

An assumptive close refers to

There are six commonly used techniques to deal with objections: __________; agree and neutralize; accept the objection; denial; and ignore the objection.

A selling format that consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect is referred to as a __________.

In 2010, Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM) and its xRM framework for delivering increased productivity and cost savings for customers worldwide. Microsoft experts work individually with customers on problem recognition and resolution and adapt their enterprise software to meet the unique needs of the customer. The Microsoft expert is engaged in

A __________ contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.

Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and imposes fines for violations

The Xerox sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets. Within each geographic area, the majority of Xerox products and services are typically sold through its

Selling objectives can be __________ and focus on dollar or unit sales volume, number of new customers added, and profit. Alternatively, they can be __________ and emphasize the number of sales calls and selling expenses

The most frequently used type of compensation plan for salespeople is a __________.

An order getter refers to

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

In the __________ stage of the personal selling process, the cultural setting is very important

A salesperson who processes routine orders or reorders for products that were already sold by the company is referred to as a(n) __________.

A __________ explains: (1) to whom a salesperson reports; (2) how a salesperson interacts with other company personnel; (3) the customers to be called on; (4) the specific activities to be carried out; (5) the physical and mental demands of the job; and (6) the types of products and services to be sold

One reason follow-up is so important is that research shows that the cost and effort to obtain repeat sales from a satisfied customer is roughly __________ of that necessary to gain a sale from a new customer

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

Alice Faulkner is a professional salesperson. She earns her living by selling advertising for The New York Times newspaper. In addition to selling advertising to her regular accounts, Alice is responsible for generating new advertising accounts for the newspaper. In order to fulfill her responsibilities, Faulkner works hard to make sure the potential customers she sells to are qualified prospects. How can Faulkner know if the prospects she is selling to are in fact qualified prospects?

Lindsey Smith sees her selling orientation and customer relationship philosophy as including _____.

a.   simplifying sales presentations for technical products

b.   increasing the importance of the advertising element of the company’s promotion mix

c.   developing a team of professionals in selling to and servicing key customers

d.   creating value in customer relationships by emphasizing the company’s product innovations, solutions, and service

e.   establishing brand recognition for Molecular Imaging Products as distinct from GE Healthcare

Which of the following does Lindsey Smith list as one of the ingredients necessary for a successful sales career?

a.     education

b.     good looks

c.     integrity

d.     technical proficiency

e.     networking

The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision is referred to as __________.

a.   sales management

b.   personal selling

c.   sales promotion

d.   direct selling

e.   marketing management         

Personal selling requires the __________ flow of communication between a buyer and a seller, often in a face-to-face encounter, designed to influence a person’s or a group’s purchase decision.

a.   direct

b.   indirect

c.   unsolicited

d.   two-way

e.   recursive

Planning the selling program and implementing and evaluating the personal selling effort of the firm are referred to as __________.

a.   relationship marketing

b.   team selling

c.   personal selling

d.   sales engineering

e.   sales management

Sales management refers to __________.

a.   the planning the selling program and implementing and evaluating the personal selling effort of the firm

b.   the process of allocating funds for promotion and advertising

c.   the recruiting, hiring, and training of a company’s salesforce

d.   the segmentation and selection of target markets to be addressed by a company’s salesforce

e.   the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision

The tasks involved in managing personal selling include all of the following EXCEPT __________.

a.   selecting salespeople

b.   evaluating the performance of individual salespeople

c.   setting sales objectives

d.   organizing the salesforce

e.   designing new sales promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include the following: setting objectives; organizing the salesforce; recruiting, selecting, training, and compensating salespeople; and __________.

a.   identifying potential target markets

b.   evaluating the performance of individual salespeople

c.   using salesforce input to make product modifications

d.   maintaining open communications between sales representatives and all other stakeholders

e.   designing new promotional campaigns for the purpose of generating new sales

The tasks involved in managing personal selling include organizing the salesforce; __________; recruiting, selecting, training, and compensating salespeople; and evaluating the performance of individual salespeople.

a.   identifying potential target markets

b.   using customer input to make product modifications

c.   designing new promotional campaigns for the purpose of generating new sales

d.   setting objectives

e.   maintaining open communications between sales representatives and all other stakeholders

Virtually every occupation that involves customer contact has an element of personal selling in it.  The Bureau of Labor Statistics reports that almost __________ people are employed in sales positions in the U.S.

a.   5 million

b.   10 million

c.   14 million

d.   18 million

e.   24 million

Selling often serves as a stepping-stone to top management.  In fact, approximately __________ of the chief executive officers (CEOs) in the largest U.S. corporations have significant sales and marketing experience in their work history.

a.   5%

b.   10%

c.   15%

d.   20%

e.   25%

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers’ eyes; and (3) __________.

a.   play a key role in research and development

b.   are the ultimate channel of distribution

c.   provide the most valuable resource for segmenting and selecting target markets

d.   are one of many people in a firm that contacts potential customers

e.   may play a dominant role in a firm’s marketing program

Personal selling serves three major roles in a firm’s overall marketing effort.  Salespeople: (1) are the critical link between a firm and its customers; (2) __________; and (3) may play a dominant role in a firm’s marketing program.

a.   play a key role in research and development

b.   are the company in consumers’ eyes

c.    play a dominant role in implementing an organization’s pull strategy

d.   provide the most valuable resource for segmenting and selecting target markets

e.   are one of many people in a firm that contacts potential customers

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 its customers’ greatest advocates.

c.   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.

d.   Salespeople are the most highly trained of all a firm’s employees and therefore offer the greatest customer security.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Which of the following statements regarding the role of salespeople is most accurate?

a.  Salespeople have the greatest say in company policy and therefore are the customer’s greatest advocates.

b.   Salespeople truly know their customers and therefore are the best resource for segmenting and selecting target markets.

c.   Salespeople are the most highly trained of all a firm’s employees and therefore offer the greatest customer security.

d.   Salespeople create customer value by providing follow through after the sale.

e.   Salespeople are traditionally given greater authority than other company employees and therefore can offer customers the best financial terms for their purchases.

Relationship selling refers to __________.

a.   the assignment of a single salesperson to a single customer throughout the entire sales process

b.   buyers and sellers combining their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer

c.   the practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time

d.   the practice of using an entire team of professionals in selling to and servicing key customers

e.   the practice of maintaining contact with a customer on a regularly scheduled basis following the initial sale of a product or service

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.   order processing

b.   order taking

c.   customer value creation

d.   relationship selling

e.   partnership selling

The PRIMARY way in which relationship selling creates customer value is by __________.

a.   assigning a single sales representative to a single customer

b.   learning the customer’s needs to maintain a long-term relationship of trust and respect

c.   guaranteeing fair and equitable prices for each client regardless of the size of the purchase

d.   providing cumulative discounts based on customer loyalty and the length of the customer relationship

e.   guaranteeing fair and equitable sales practices for each customer regardless of the frequency of the purchase

The practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer, is referred to as __________.

a.   multichannel selling

b.   cross-functional selling

c.   partnership selling

d.   relationship selling

e.   customized ordering

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 major customers

c.   an illegal practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

d.   a legal but unethical practice whereby buyers and sellers combine their expertise and resources to share customer, competitive, and company information for their personal benefit

e.   the practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the benefit of the customer

Partnership selling is sometimes referred to as __________.

a.   enterprise selling

b.   transactional selling

c.   strategic selling

d.   creative selling

e.   synergistic selling

IBM has 30 information technology hardware and software specialists, business consultants, and engineers working at Charles Schwab, a large brokerage firm, all under the direction of a senior IBM sales executive.  They are creating and managing a complex financial planning system that helps Schwab clients with their retirement planning.  This is an example of __________.

a.   transactional selling

b.   partnership selling

c.   strategic alliance selling

d.   creative selling

e.   synergistic selling

Personal selling assumes many forms based on the __________ and the __________ to perform the sales task.

a.   size of the salesforce; financial outlay

b.   complexity of the product; amount of sales training

c.   amount of selling done; amount of creativity required

d.   amount of creativity required; amount of sales training required

e.   complexity of the product; financial outlay

The three types of personal selling are order taking, order getting, and __________.

a.   customer sales support

b.   order fulfillment

c.   order management

d.   order processing

e.   order shipment

Broadly speaking, there are three types of personal selling: _________, order getting, and customer sales support.

a.   consumer getting

b.   order processing

c.   online telemarketing

d.   order taking

e.   suggestive selling

An order taker refers to a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that were already sold by the company

c.   salesperson who identifies prospective customers, provides them with information, persuades them to buy, closes sales, and follows up on their use of a product or service

d.   person on the selling team who is responsible for obtaining qualified leads

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

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

The primary responsibility of order takers is to __________.

a.   “preach” the benefits of a new product or service to a customer, rather than close the sale

b.   build market share in his or her territory

c.   convince a customer from a competitor to switch to the firm’s product or brand

d.   preserve an ongoing relationship with existing customers and maintain sales

e.   create a sense of goodwill not only to the brand but also to the entire product mix of the firm

Two types of order takers exist.  __________ visit customers and replenish inventory stocks of resellers whereas __________ typically answer simple questions, take orders, and complete transactions with customers.

a.   Inside order takers; outside order takers

b.   Inside order takers; outside order clerks

c.   Outside order takers; inside order takers

d.   Salesclerks; inbound telemarketers

e.   Inside order clerks; outside order takers

Salespeople called __________ visit customers and replenish inventory stocks of resellers, such as retailers or wholesalers.

a.   inside order takers

b.   outside order takers

c.   inbound telemarketers

d.   outbound telemarketers

e.   management order takers

Salespeople called outside order takers visit customers and __________ of resellers.

a.   solve most of the technical problems

b.   represent products with many purchase options

c.   help design the product displays

d.   train the personnel management

e.   replenish inventory stocks

John Whitaker works for American Greetings.  Included in his job description are the following responsibilities: (1) stock and arrange point-of-purchase displays of present customers—60 percent of his work week, and (2) receive orders from customers and complete the transactions—40 percent of his work week.  Whitaker is primarily engaged in which type of selling?

a.   outside order taking

b.   relationship selling

c.   inside order taking

d.   outside order getting

e.   missionary sales

The Frito-Lay salesperson shown in the photo above is an __________ who is taking inventory of available products at a supermarket.

a.   inside order taker

b.   interactive order taker

c.   outside order taker

d.   order clerk

e.   order getter

Inside order takers are also referred to as __________.

a.   managers

b.   directors

c.   missionaries

d.   salesclerks

e.   go-getters

Sales people called __________ typically answer simple questions, take orders, and complete transactions with customers.

a.   managers

b.   directors

c.   outside order takers

d.   inside order takers

e.   go-getters

When a Frito-Lay salesperson, such as the one shown in the photo above, takes an inventory of Doritos chips to ensure that the snacks are in adequate supply on retailers’ shelves, what form of buying decision does the manager engage in?

a.   new buy

b.   modified rebuy

c.   straight rebuy

d.   team rebuy

e.   need rebuy

Which type of salesperson would routinely be involved in an industrial straight rebuy situation?

a.   an outside order taker

b.   an order getter

c.   a missionary salesperson

d.   a sales engineer

e.   an inside order taker

On a recent shopping excursion at a local Target store, Jim Krause went from aisle to aisle selecting the products he needed.  He bought a variety of products, including shampoo, toothpaste, a green plant for his office, and several pair of socks.  Interestingly, the only salesperson Krause encountered was the person at the checkout counter.  The checkout person at Target is an example of a(n) __________.

a.   inside order getter

b.   outside order getter

c.   temporary order getter

d.   inside order taker

e.   outside order taker

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

a.   inbound telemarketing

b.   outbound telemarketing

c.   outbound videoconferencing

d.   interactive marketing

e.   multichannel selling

Marilyn called the Butterball toll-free hotline to learn how to prepare her Thanksgiving turkey and dressing.  This telephone number is an example of __________.

a.   interactive marketing

b.   multichannel selling

c.   outbound telemarketing

d.   social networking

e.   inbound telemarketing

When Margot called the toll-free number to order one dozen water lilies from the Van Ness Water Gardens website, the firm was using __________.

a.   interactive marketing

b.   multichannel selling

c.   inbound telemarketing

d.   outbound telemarketing

e.   social networking

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

a.   social networking

b.   interactive marketing

c.   multichannel selling

d.   inbound telemarketing

e.   outbound telemarketing

Which form of personal selling has the lowest requirement for problem solving?

a.   order taker

b.   order getter

c.   sales engineer

d.   missionary salesperson

e.   partnership selling

An order getter refers to __________.

a.   a salesperson who specializes in identifying, analyzing, and solving customer problems, but who does not actually sell products and services

b.   a salesperson who processes routine orders or reorders for products that are presold by the outbound telemarketers

c.   a salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers’ use of a product or service

d.   a person on the selling team who is responsible for obtaining qualified leads

e.   a member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

Which of the following statements regarding order getters is most accurate?

a.   Order getters need a high degree of creativity.

b.   Order getters often replenish a retailer’s inventories.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing.

c.   Order getters require considerable product knowledge.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters are most often used in new-buy or modified rebuy situations.

c.   Order getters handle orders obtained on inbound telemarketing.

d.   Order getters typically process reorders for products already sold by the company.

e.   Order getter sales calls traditionally require the lowest financial investment from the firm.

Which of the following statements regarding order getters is most accurate?

a.   Order getters often replenish a retailer’s inventories.

b.   Order getters handle orders obtained on inbound telemarketing

c.   Order getters typically process reorders for products already sold by the company.

d.   Order getter sales calls traditionally require the lowest financial investment from the firm.

e.   Order getter sales calls traditionally require a high per-sales-call cost.

Industry research shows that outside order getters, or field service representatives, often work over __________ per week.

a.   30 hours

b.   50 hours

c.   55 hours

d.   60 hours

e.   65 hours

What percentage of a sales representative’s time is spent selling?

a.   32 percent

b.   41 percent

c.   48 percent

d.   53 percent

e.   55 percent

Industry research shows that outside order getters, or field service representatives, spend 41 percent of their time selling, and another __________ is devoted to administrative tasks, meetings, service calls, travel, and training.

a.   5  percent

b.   10 percent

c.   16 percent

d.   21 percent

e.   28 percent

It is estimated that the average cost of a single field sales call on a business customer is about __________, factoring in salespeople compensation, benefits, and travel-and-entertainment expenses.

a.   $150

b.   $250

c.   $300

d.   $350

e.   $400

The practice of using the telephone rather than personal visits to contact customers is referred to as __________.

a.   missionary selling

b.   outbound telemarketing

c.   cold canvassing

d.   inbound telemarketing

e.   team selling

It is estimated that the average cost of an outbound telemarketing sales call on a business customer is about __________, versus $350 for a single field sales call.

a.   $10 to $15

b.   $15 to $20

c.   $20 to $25

d.   $30 to $40

e.   $40 to $50

Missionary salespeople are __________.

a.   salespeople who specialize in identifying, analyzing, and solving customer problems, but who do not actually sell products and services

b.   salespeople who process routine orders for products that are presold by the company

c.   salespeople who identify prospective customers, provide customers with information, persuade customers to buy, close sales, and follow up on a customer’s use of the product or service

d.   people on the selling team who are responsible for obtaining qualified leads

e.   sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products

Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products are referred to as __________.

a.   inside order takers

b.   missionary salespeople

c.   outside order getters

d.   sales engineers

e.   outbound telemarketers

Which type of sales personnel concentrates on performing promotional activities but generally does not solicit actual sales orders?

a.   missionary salespeople

b.   sales engineers

c.   outside order getters

d.   inside order getters

e.   outbound telemarketers

Norma Adler works for Tyco Healthcare.  Her job is to visit hospitals and meet with staff to explain the equipment that Tyco manufactures for use in operating rooms.  Although Adler is part of her company’s salesforce, she does not directly solicit orders.  Adler is what type of salesperson?

a.   an inside order taker

b.   an outside order getter

c.   a missionary salesperson

d.   a sales engineer

e.   a sales team coordinator

A sales engineer is a __________.

a.   salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services

b.   salesperson who processes routine orders or reorders for products that are presold by the company

c.   salesperson who identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on a customer’s use of a product or service

d.   person on the selling team who is responsible for supervising his or her company’s R&D expenditures

e.   member of the sales support team who does not directly solicit orders but rather concentrates on performing promotional activities and introducing new products

A salesperson who specializes in identifying, analyzing, and solving customer problems and brings know-how and technical expertise to the selling situation, but often does not actually sell products and services, is referred to as a __________.

a.   specialized order taker

b.   designated order getter

c.   missionary salesperson

d.   sales engineer

e.   sales technician

The practice of using a group of professionals in selling to and servicing major customers refers to __________.

a.   cooperative selling

b.   missionary sales

c.   sales engineering

d.   team selling

e.   partnership selling

Team selling refers to the practice of __________.

a.   using an entire team of professionals in selling to and servicing major customers

b.   sending an entire team of a firm’s sales representatives into the field

c.   combining the expertise and resources of buyers and sellers to create customi