Q&A Hero

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

Q: 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 the greatest financial investment from the firm.

Q: 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. A. 5 percent B. 10 percent C. 16 percent D. 21 percent E. 28 percent

Q: 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

Q: Industry research shows that outside order getters, or field service representatives, often work over __________ per week. A. 48 hours B. 50 hours C. 55 hours D. 60 hours E. 65 hours

Q: 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.

Q: 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.

Q: Which of the following statements regarding order getters is most accurate? A. Order getting involves 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.

Q: 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.

Q: Explain the selling model that Xerox uses.

Q: 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. team selling

Q: List the four things that research suggests will produce a motivated salesperson.

Q: 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

Q: 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.

Q: When Margot called the toll-free number to order one dozen water lilies from Van Ness Water Gardens, the firm was using __________. A. interactive marketing B. multichannel selling C. inbound telemarketing D. outbound telemarketing E. social networking

Q: The sales plan is put into practice through the tasks associated with sales plan implementation. Identify the three major tasks involved in implementing a sales plan.

Q: 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

Q: ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion. At one time, its salesforce was organized by product: generators, boilers, transformers, and so forth. Each salesperson was an expert on the product line he or she sold. Then it adopted a customer organizational structure. Why might ABB have made this change?

Q: 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 telepresence D. interactive marketing E. multichannel selling

Q: Figure 17-3Although 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 management process.

Q: 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 pairs 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. sales associate D. inside order taker E. outside order taker

Q: Explain what occurs during the closing stage of the selling process and list the three types of close.