Q&A Hero

Q: Recently, 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 to flesh out what issues they have and adapt their enterprise software to meet the unique needs of the customer. The Microsoft expert is most likely engaged in A. relationship selling. B. formula selling. C. suggestive selling. D. adaptive selling. E. consultative selling.

Q: Consultative selling style is very prominent in A. business-to-business marketing. B. international marketing. C. multichannel marketing. D. consumer-to-consumer marketing. E. business-to-consumer marketing.

Q: With __________, problem solutions are not simply a matter of choosing from an array of existing products or services. Rather, novel solutions often arise, thereby creating unique value for the customer. A. adaptive selling B. formula selling C. consultative selling D. suggestive selling E. relationship selling

Q: 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 A. adaptive selling. B. suggestive selling. C. formula selling. D. consultative selling. E. relationship selling.

Q: Consultative selling refers to a presentation format that A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy. E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Q: As a salesperson asks questions about a prospect's transportation system, the prospect says, "What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market. The salesperson has engaged in A. adaptive selling. B. suggestive selling. C. formula selling. D. consultative selling. E. relationship selling.

Q: Sales research and practice show that knowledge of the customer and sales situation are key ingredients for __________. A. personal selling B. team selling C. formula selling D. adaptive selling E. missionary selling

Q: Adaptive selling refers to a presentation format that A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy. E. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.

Q: A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information, is referred to as __________. A. relationship selling B. adaptive selling C. consultative selling D. proactive selling E. cooperative selling

Q: Davidson-Uphoff & Company sells ironware accessories for home and garden to retailers. Its salespeople are trained to ask questions like, "What are the decorating trends in this region?" and "What are you doing to take advantage of this trend?" This company trains its salespeople to develop a presentation style that emphasizes the needs and wants of its retailers. Once key needs have been uncovered, the salesperson is taught to tailor his or her sales presentation so that the retailer can see why he or she should carry Davidson-Uphoff products. Davidson-Uphoff's salespeople are learning the __________ selling format. A. need-satisfaction B. formula C. stimulus-response D. creative E. problem resolution

Q: The car salesman was overheard having the following conversation with a prospective customer: "What type of driving do you do?"; "How many people will you usually have riding in your car?"; and "Maybe you should look at vans instead of sedans." From this information, the car salesman was using a A. stimulus-response presentation. B. formula selling presentation. C. need-satisfaction presentation. D. persuasive selling presentation. E. canned sales presentation.

Q: Two selling styles associated with the need-satisfaction presentation format are A. adaptive selling and confrontational selling. B. adaptive selling and consultative selling. C. suggestive selling and canned selling. D. adaptive selling and suggestive selling. E. suggestive selling and consultative selling.

Q: The __________ format, which emphasizes problem solving and customer solutions, is the most consistent with the marketing concept and relationship building. A. canned sales B. formula selling C. persuasive selling D. need-satisfaction E. stimulus-response

Q: A need-satisfaction presentation refers to a presentation format that A. uses computer, information, communication, and Internet technologies to make the sales presentation more effectively and efficiently. B. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. C. assumes that given the appropriate stimulus by a salesperson, the prospect will buy. D. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. E. builds ties to customers based on a salesperson's attention and commitment to customer needs.

Q: The __________ is a selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. A. formula selling presentation B. stimulus-response presentation C. marketing concept presentation D. relationship selling presentation E. need-satisfaction presentation

Q: Which of the following statements describes a major drawback associated with a canned sales presentation? A. A canned sales presentation provides too little information to prospects. B. A canned sales presentation is difficult for inexperienced salespeople to use. C. A canned sales presentation allows little room for feedback from prospective customers. D. A canned sales presentation is too expensive and time consuming. E. A canned sales presentation lacks consistency.

Q: Which type of sales presentation would be best suited for an inexperienced, less knowledgeable salesperson? A. need-satisfaction presentation B. stimulus-response presentation C. cold canvassing D. canned sales presentation E. directed selling presentation

Q: A memorized, standardized message conveyed to every prospect is referred to as a __________. A. stimulus-response presentation B. canned sales presentation C. directed selling presentation D. mnemonic sales format E. standardized sales format

Q: 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 wax-burning mechanical candles available in the commercial decorating industry"u00a6." Paradise Candles instructed Tracy to use A. a formula selling presentation. B. a stimulus-response presentation. C. a needs-satisfaction presentation. D. suggestive selling. E. consultative selling.

Q: A formula selling presentation refers to a format that A. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. B. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. C. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. D. assumes that given the appropriate stimulus by a salesperson, the prospect will buy. E. relies on exhibits at trade shows, professional meetings, and conferences.

Q: 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 __________. A. traditional hard sell B. formula selling presentation C. stimulus-response presentation D. needs-satisfaction presentation E. straight rebuy sales-pitch

Q: Harry goes to the local Staples store to purchase a laptop computer. He asks many questions to the salesclerk, compares various models on display, and decides on the Sony Vaio. The salesperson then recommends to Harry that he should purchase an extended warranty service contract for the computer. This is an example of A. inquiry selling. B. formula selling. C. method selling. D. suggestive selling. E. need-satisfaction selling.

Q: A waitress at a TGI Friday's restaurant uses __________ when she asks a party if they would like another round of drinks. A. inquiry selling B. formula selling C. suggestive selling D. method selling E. canned sales presentation

Q: Suggestive selling is a form of __________. A. formula selling presentation B. stimulus-response presentation C. needs-satisfaction presentation D. hard sell presentation E. formalized sales presentation

Q: A sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product is referred to as a __________. A. formula selling presentation B. stimulus-response presentation C. stimulus-satisfaction presentation D. stimulus-selling presentation E. suggestive selling

Q: A salesclerk at L.L. Bean uses a __________ when he asks a customer if she also needs a pair of hiking socks with the purchase of her mountain boots. A. stimulus-response presentation B. transactional sales presentation C. need-satisfaction selling D. consultative selling E. formula-selling

Q: A waitress at a Chili's restaurant uses a __________ when she asks a family if "they have any room left for dessert." A. formula-selling B. need-satisfaction selling C. consultative selling D. transactional sales presentation E. stimulus-response presentation

Q: In a __________, the salesperson tries one appeal after another, hoping to "hit the right button." A. formula selling presentation B. persuasive sales presentation C. stimulus-satisfaction presentation D. stimulus-response presentation E. stimulus-selling presentation

Q: A stimulus-response presentation refers to a format that A. focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution. B. consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect. C. assumes that given the appropriate stimulus by a salesperson, the prospect will buy. D. involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information. E. emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

Q: A selling format that assumes that given the appropriate prompts by a salesperson, the prospect will buy is referred to as a __________. A. formula selling presentation B. stimulus-response presentation C. stimulus-satisfaction presentation D. stimulus-selling presentation E. persuasive sales presentation

Q: All of the following are sales presentation formats EXCEPT: A. cold calling format. B. canned sales format. C. formula selling format. D. need-satisfaction format. E. adaptive selling format.

Q: Three major presentation formats exist: (1) stimulus-response format; (2) formula selling format; and (3) __________. A. cold calling format B. stimulus-satisfaction format C. stimulus-selling format D. need-satisfaction format E. persuasive sales format

Q: Three major presentation formats exist: (1) stimulus-response format; (2) __________; and (3) need-satisfaction format. A. cold calling format B. formula selling format C. stimulus-satisfaction format D. stimulus-selling format E. persuasive sales format

Q: 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. A. presentation B. approach C. follow-up D. preapproach E. close

Q: At the __________ stage in the personal selling process, a salesperson begins converting a prospect into a customer by creating a desire for the product or service he or she is selling. A. preapproach B. approach C. presentation D. close E. follow-up

Q: Business Card Exchange PhotoConsider the Business Card Exchange Photo shown above. Exchanging business cards in Asia is done according to the customs and norms of the country or region. This protocol is considered important during which stage of the personal selling process?A. presentationB. follow-upC. preapproachD. closeE. approach

Q: In many societies outside the United States, considerable time is devoted to nonbusiness talk designed to establish a rapport between buyers and sellers. This occurs during the __________ stage of the personal selling process.A. closeB. approachC. preapproachD. presentationE. prospecting

Q: In the __________ stage of the personal selling process, the cultural setting is very important for international sales. A. presentation B. prospecting C. preapproach D. approach E. close

Q: In the __________ stage of the personal selling process, the first impression is critical. A. prospecting B. preapproach C. approach D. close E. follow-up

Q: At the __________ stage in the personal selling process, a salesperson gains a prospect's attention, stimulates interest, and builds the foundation for the sales presentation itself. A. approach B. prospecting C. preapproach D. qualifying E. trial close

Q: During the __________ stage of personal selling, a salesperson would learn if her prospect liked to talk about sports before getting down to business or preferred not to waste time with idle chatter. A. prospecting B. preapproach C. approach D. presentation E. closing

Q: Identifying the buying role of the prospect would be typically done at the __________ stage of the personal selling process. A. prospecting B. preapproach C. approach D. presentation E. closing

Q: What would most likely occur at the preapproach stage in a business selling situation? A. The order getter would make initial contact with the order taker. B. The search for and qualification of prospects would begin. C. The initial meeting would transpire and business would be concluded. D. A decision would be made concerning whether the sale was to be a straight rebuy, a modified rebuy, or a new buy. E. The buying role of the prospect, important buying criteria, and the prospect's receptivity to a presentation would be determined.

Q: 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? A. prospecting B. preapproach C. approach D. presentation E. close

Q: Encyclopedia Britannica used to pay to have a business reply card bound into magazines adjacent to its advertisement. The ad asks people to return the card for more information on how its encyclopedias can help children do better in school. Encyclopedia Britannica was engaged in A. cold-canvassing. B. order taking. C. sales follow-up. D. stimulus-response selling. E. prospecting.

Q: In the personal selling process, a telemarketer for a life insurance firm who calls and asks the head of the household, "If you were to die tomorrow, would your family be cared for?" is engaged in __________. A. stimulus-response selling B. closing the sale C. prospecting D. order taking E. creating a preapproach

Q: Federal regulations contain provisions that allow consumers to avoid being called at any time through the __________, and impose fines for violations. A. Do Not Disturb Registry B. Do Not Call Registry C. Do Not Interrupt Registry D. Do Not Infringe Registry E. Do Not Agitate Registry

Q: 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 prospective customer's door. A. stimulus-response selling B. handshaking C. cold canvassing D. closing E. traffic generation

Q: 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 its prospects. A. stimulus-response selling B. order taking C. cold canvassing D. formula selling E. telemarketing

Q: Which of the following statements regarding cold canvassing is most accurate? A. Currently, there are no federal regulations regarding cold canvassing. B. Generally, only 1 in 100 cold canvass calls results in a sale, so it is only effective for costly items. C. Cold calling is the most common type of sales prospecting in Asia and Latin America. D. About 75 percent of U.S. consumers consider cold canvassing an intrusion on their privacy. E. The Telephone Consumer Protection Act not only protects citizens, it also ensures the rights of telemarketers to call anyone listed in a public directory, whether they choose to be called or not.

Q: Another name for cold calling is A. cold canvassing. B. telemarketing. C. merchant campaigning. D. sales managed selling. E. trial close selling.

Q: A method of selling in which a salesperson makes a telephone call or a visit to a prospective customer without a referral is called __________. A. team selling B. cold calling C. active canvassing D. formula selling E. telemarketing

Q: Advertising with a coupon, using a toll-free number, exhibiting at trade shows, using e-mail, and making cold calls are all activities that would take place during the __________ stage of the personal selling process. A. data mining B. preapproach C. approach D. presentation E. prospecting

Q: 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

Q: 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. To do that, she should ensure that they A. only have an interest in buying newspaper advertising and are not considering other media. B. only have the money to buy advertising in the newspaper rather than other forms of media. C. have a need for the advertising, can afford to buy it, and have the authority to make the purchase decision. D. have the authority to make the decision to buy the advertising. E. read the newspaper daily and recognize that it is a good advertising medium.

Q: Which of the following statements describes the major difference between a prospect and a qualified prospect? A. Prospects are more likely than qualified prospects to become customers. B. During the sales presentation, prospects are more likely to raise objections than qualified prospects. C. There are generally more qualified prospects than prospects. D. Qualified prospects have not only the need or desire for your product, but also the ability and authority to purchase it. E. A qualified prospect has purchased your product in the past and a prospect has not.

Q: A __________ is an individual that wants a product, can afford to buy it, and is the decision maker. A. qualified prospect B. customer C. lead D. prospect E. gatekeeper

Q: The customer who wants or needs the product is referred to as a __________. A. hot lead B. cold call C. lead D. prospect E. qualified prospect

Q: The name of a person who may be a possible customer is referred to as a(n) __________. A. A-lister B. cold call C. lead D. prospect E. qualified prospect

Q: What are the three types of prospects? A. leads, referrals, and buyers B. leads, prospects, and qualified prospects C. cold, warm, and hot D. awareness, trial, and adoption E. primary leads, secondary leads, and final leads

Q: The search for and qualification of potential customers during the personal selling process is referred to as __________. A. prospecting B. customer mining C. lead initiation D. cold calling E. gleaning

Q: Personal selling begins with the __________ stage. A. lead B. presentation C. preapproach D. prospecting E. follow-up

Q: Figure 17-2If the salesperson's objective is to ensure that the customer is satisfied with the product or service, what is the name of this stage in the personnel selling process?A. follow-upB. prospectingC. presentationD. preapproachE. close

Q: Figure 17-2If the salesperson's objective is to obtain a purchase from the prospect and create a customer, what is the name of this stage in the personnel selling process?A. preapproachB. closeC. follow-upD. approachE. presentation

Q: Figure 17-2If the salesperson's objective is to begin converting a prospect into a customer by creating a desire for the product or service, what is the name of this stage in the personnel selling process?A. approachB. preapproachC. presentationD. prospectingE. follow-up

Q: Figure 17-2If the salesperson's objective is to gain a prospect's attention, stimulate interest, and make transition to the presentation, what is the stage in the personnel selling process?A. presentationB. follow-upC. prospectingD. preapproachE. approach

Q: Figure 17-2If the salesperson's objective is to gather information and decide how to approach the prospect, what is the stage in the personnel selling process?A. follow-upB. prospectingC. presentationD. preapproachE. approach

Q: If the salesperson's objective is to search for and qualify potential customers, what is the name of this stage in the personnel selling process? A. presentation B. approach C. prospecting D. follow-up E. preapproach

Q: Figure 17-2As shown in Figure 17-2 above, F is the __________ stage in the personal selling process.A. presentationB. follow-upC. preapproachD. closeE. approach

Q: Figure 17-2As shown in Figure 17-2 above, E is the __________ stage in the personal selling process.A. closeB. preapproachC. follow-upD. presentationE. approach

Q: Figure 17-2As shown in Figure 17-2 above, D is the __________ stage in the personal selling process.A. follow-upB. prospectingC. presentationD. preapproachE. approach

Q: Figure 17-2As shown in Figure 17-2 above, C is the __________ stage in the personal selling process.A. approachB. closeC. follow-upD. prospectingE. preapproach

Q: Figure 17-2As shown in Figure 17-2 above, B is the __________ stage in the personal selling process.A. presentationB. approachC. prospectingD. follow-upE. preapproach

Q: Figure 17-2As shown in Figure 17-2 above, Box A is the __________ stage in the personal selling process.A. approachB. preapproachC. presentationD. prospectingE. follow-up

Q: The personal selling process refers toA. the activities that begin with the prospecting of potential leads to the final closing of a sale.B. the three sales activities that include identifying a customer with an unfilled need, identifying a product or service that could satisfy that need, and initiating a formalized exchange or sale.C. the formalized sales protocol used by a company's salesforce to ensure a consistent quality sales presentation.D. the sales activities occurring before, during, and after the sale itself, consisting of six stages: prospecting, preapproach, approach, presentation, close, and follow-up.E. the sequential steps taken to close a sale including finalizing product benefits, arranging for distribution, and obtaining payment.

Q: Sales activities occurring before, during, and after the sale itself, and which consist of six stages, are referred to as A. the new-product process. B. the strategic marketing process. C. the personal selling process. D. the consumer purchase decision process. E. relational selling.

Q: The personal selling process encompasses __________ distinct selling stages. A. 3 B. 4 C. 5 D. 6 E. 7

Q: 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

Q: 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

Q: 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