chapter 13

Question 1

Which of the following statements is true of salespeople?
A) They do not work with wholesalers and retailers.
B) They are employed mostly in click-only companies.
C) They do not represent the customers to the company.
D) They represent a company to its customers by communicating and selling.
E) They represent a new class of professionals who have emerged as part of the steep rise in retailing.

Answer 1

D) They represent a company to its customers by communicating and selling.

Question 2

The concept of ________ lends even more importance to the salesperson’s customer-relationship-building abilities.
A) sales force territory
B) sales promotion
C) sales force management
D) salesperson-owned loyalty
E) sales force structure

Answer 2

D) salesperson-owned loyalty

Question 3

A salesperson represents a company to customers in many ways. Which of these activities is NOT typically considered one of the salesperson’s jobs?
A) recruiting
B) prospecting
C) communicating
D) selling
E) information gathering

Answer 3

A) recruiting

Question 4

When a salesperson acts in their role as “champion” of the customers’ interests and managing the buyer-seller relationship they might ________.
A) sell larger volumes of the company’s products
B) relay customer concerns back to the company
C) find and develop new customers
D) communicate information about the company’s products to new customers
E) work more closely with wholesalers to sell products

Answer 4

B) relay customer concerns back to the company

Question 5

Which of these products or services would most likely be sold by a salesperson functioning as an “order getter?”
A) men’s suits
B) automobiles
C) IT services
D) groceries
E) shoes

Answer 5

C) IT services

Question 6

Jarrod works in the marketing department of a large firm that sells industrial products. He was recently assigned the role of working closely with the sales force to help coordinate the firm’s marketing efforts. Which of these job titles most closely fits Jarrod’s new role?
A) order getter
B) salesforce champion
C) customer champion
D) creative seller
E) sales liaison

Answer 6

E) sales liaison

Question 7

A company that sells only one product line to one industry with customers in many locations would typically use a ________.
A) product sales force structure
B) territorial sales force structure
C) market sales force structure
D) customer sales force structure
E) complex sales force structure

Answer 7

B) territorial sales force structure

Question 8

Which of the following is true of a territorial sales force structure?
A) It clearly defines each salesperson’s job and establishes accountability.
B) It benefits firms with many technological products requiring technically skilled salespeople.
C) It is used by firms that organize their sales forces along customer or industry lines.
D) It requires salespeople to sell a wide variety of products over a broad geographic area.
E) It differentiates the sales force solely on the basis of product expertise.

Answer 8

A) It clearly defines each salesperson’s job and establishes accountability.

Question 9

Rug Designs Inc., a manufacturer of large area rugs, markets its products throughout the United States using a network of regional sales offices. They are using a ________ sales force structure.
A) market
B) customer
C) product
D) regional
E) territorial

Answer 9

E) territorial

Question 10

Which of the following statements is true of a product sales force structure?
A) A product sales force structure is characterized by specialization along product lines.
B) A product sales force structure is used when a company has only one product line.
C) A product sales force structure requires every salesperson to be an expert in all the product categories of the company.
D) A product sales force structure organizes the sales force along customer or industry lines.
E) A product sales force structure uses a single sales force across different product lines.

Answer 10

A) A product sales force structure is characterized by specialization along product lines.

Question 11

Loretta Inc., a U.S.-based watch manufacturer, sells its products in France, China, Russia, and India. To manage sales, Loretta appoints a number of sales representatives to each location. Sales representatives report to area managers, and area managers coordinate sales in their respective areas before reporting to regional managers. Loretta has most likely adopted a ________ sales force structure.
A) customer
B) product
C) complex
D) distributor
E) territorial

Answer 11

E) territorial

Question 12

GE employs different sales forces within different product and service divisions of its major businesses. For example, within GE Infrastructure, the company has separate sales forces for aviation, energy, transportation, and water processing products and technologies. GE has most likely adopted a ________ sales force structure.
A) market
B) product
C) customer
D) territorial
E) complex

Answer 12

B) product

Question 13

Which of the following examples represents a product sales force structure?
A) Venson’s produces frozen dinners at its factory in Ohio, and it sells them across the country through a network of sales representatives organized into regional and territorial tiers.
B) AmWeb produces an expensive brand of herbal cosmetics called “Green You” that are sold in select boutiques and beauty parlors by selling teams assigned to serve small groups of key customers.
C) Verra Designers operates from its landmark store in uptown New York and customers from all over the world come to this store to buy original merchandise at steep prices.
D) Carlton Computers sells its range of highly specialized computers through special teams, each of which has received training in the configuration, uses, and USPs of a single model in the range.
E) Nutters Inc., producers of cookies and other baked goods, markets its products throughout the country through a network of area and regional sales officers.

Answer 13

D) Carlton Computers sells its range of highly specialized computers through special teams, each of which has received training in the configuration, uses, and USPs of a single model in the range.

Question 14

In which of the following structures does a company organize its sales force along customer or industry lines?
A) demographic sales force structure
B) service sales force structure
C) market sales force structure
D) territorial sales force structure
E) product sales force structure

Answer 14

C) market sales force structure

Question 15

Appliance maker Whirlpool assigns individual teams of salespeople to big retail customers such as Sears, Lowe’s, Best Buy, and Home Depot. Each Whirlpool sales team aligns with the large customer’s buying team. Whirlpool has most likely adopted a ________ sales force structure.
A) product
B) team-based
C) territorial
D) market
E) complex

Answer 15

D) market

Question 16

If a company assigns individual teams of salespeople to big retail customers, it most likely has a(n) ________ sales force structure.
A) undifferentiated
B) product
C) market
D) territorial
E) demographic

Answer 16

C) market

Question 17

Companies that organize their sales force by customer and territory; product and territory; product and customer; or territory, product, and customer are using a ________ sales force structure.
A) market
B) simple
C) product
D) territorial
E) complex

Answer 17

E) complex

Question 18

Sleek Designs markets a wide range of kitchen cabinets, counter tops, and ceramic tile. Its salespeople are initially divided on the basis of their expertise in a product category. They’re then further divided into teams addressing large home improvement retailers, kitchen and bath suppliers, and specialty home improvement stores. Which of the following sales force structures has most likely been combined to form this complex sales force structure?
A) territorial and market
B) product and market
C) product and territorial
D) geographical and product
E) market and customer

Answer 18

B) product and market

Question 19

Lemony Inc. sells its popular bottled lemonade–the company’s only product–in various geographic locations through tie-ups and agreements with retailers. Each location is represented by two salespersons, one of whom serves current customers while the other finds new ones. Which of the following sales force structures has most likely been combined to form the complex sales force structure at Lemony Inc.?
A) market and territorial
B) market and customer
C) product and territorial
D) market and product
E) geographical and product

Answer 19

A) market and territorial

Question 20

) Which of the following is a characteristic of an inside sales force?
A) It travels to make sales calls on customers in the field.
B) It receives administrative backup from outside sales forces.
C) It cannot sell or service accounts directly.
D) It eliminates the need to have an outside sales force.
E) It conducts business from an office via telephone.

Answer 20

E) It conducts business from an office via telephone.

Question 21

Which of the following is most likely true about a sales force in the field?
A) They build relationships with customers through face-to-face collaboration.
B) They make most sales from their offices via media interactions.
C) They provide administrative backup for outside salespeople.
D) They rely on telemarketing efforts to gain leads and clients.
E) They are prohibited to sell or service accounts directly.

Answer 21

A) They build relationships with customers through face-to-face collaboration.

Question 22

________ use the phone, Internet, and social media to find new leads, learn about customers and their business, or sell and service accounts directly.
A) Outside salespeople
B) Sales managers
C) Sales assistants
D) Technical sales-support people
E) Telemarketers and online sellers

Answer 22

E) Telemarketers and online sellers

Question 23

Which of the following statements is most likely true of team selling?
A) It is used most often when the group of target customers is small and homogeneous.
B) It consists of experts from a single area of the selling firm such as marketing or finance.
C) It can unearth problems and provide solutions that no individual salesperson could.
D) It is most often implemented when products are simple and distribution costs are low.
E) It simplifies the process of evaluating the individual contributions of sales team members.

Answer 23

C) It can unearth problems and provide solutions that no individual salesperson could.

Question 24

Which of the following is most likely true of a sales force?
A) The performance difference between an average salesperson and a top salesperson is generally substantial.
B) The cost of replacing a salesperson is usually low because minimal training is necessary.
C) A sales force with many new people is typically more productive than one whose members have been around for a long time.
D) Individuals within a sales force generally perform at the same level of efficiency.
E) On-site sales training is more efficient and less costly than e-learning programs.

Answer 24

A) The performance difference between an average salesperson and a top salesperson is generally substantial.

Question 25

A(n) ________ is the variable amount in a salesperson’s compensation.
A) bonus
B) commission
C) salary
D) incentive
E) profit-sharing plan

Answer 25

B) commission

Question 26

Sales managers use a ________ that shows which customers and prospects to pursue and which activities to carry out.
A) call plan
B) sales quota
C) sales contest
D) bonus plan
E) straight commission

Answer 26

A) call plan

Question 27

What is the purpose of a sales manager using a time-and-duty analysis?
A) compensating salespeople
B) prospecting customers
C) recruiting salespeople
D) forming sales teams
E) supervising salespeople

Answer 27

E) supervising salespeople

Question 28

________ are the standards stating the amount salespersons should sell and how sales should be divided among the company’s products.
A) Sales promotions
B) Sales quotas
C) Display allowances
D) Time-and-duty analyses
E) Sales reports

Answer 28

B) Sales quotas

Question 29

Weekly or monthly work plans used by management to get information about salespeople are referred to as ________.
A) sales quotas
B) ROI plans
C) call objectives
D) sales reports
E) call plans

Answer 29

D) sales reports

Question 30

Salespeople write up their completed activities in a(n) ________.
A) sales quota report
B) profit-sharing plan
C) call plan
D) call report
E) expense report

Answer 30

D) call report

Question 31

How have social media tools most likely affected personal selling?
A) reducing the use of person-to-person selling efforts
B) increasing the costs of selling products and services
C) changing the basic fundamentals of interpersonal selling
D) increasing the number of product reports given to customers
E) slowing the sales force response rate to customers’ problems

Answer 31

A) reducing the use of person-to-person selling efforts

Question 32

The fastest-growing sales trend is ________ that involves the use of online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance.
A) personal selling
B) online selling
C) social selling
D) team selling
E) videoconferencing

Answer 32

C) social selling

Question 33

The COVID-19 pandemic ________.
A) had limited impact on selling since most sales were already conducted online
B) resulted in increasing face-to-face contact but substantially reduced sales
C) forced salespeople to use remote phone and video conferencing technologies
D) reenforced the fact that face-to-face selling is much more effective
E) resulted in many sales functions being outsourced to other countries

Answer 33

C) forced salespeople to use remote phone and video conferencing technologies

Question 34

The federal government’s Do Not Call Registry ________.
A) eliminated all B-to-B marketing
B) eliminated all telephone sales to consumers
C) does not apply to B-to-B telephone sales
D) made it illegal to cold call anyone
E) can only be used to limit calls to businesses

Answer 34

C) does not apply to B-to-B telephone sales

Question 35

Mark needed one more sale to earn his bonus for the month. However, a personal emergency prevented him from reaching his goal. Despite not reaching his quota Mark still received his bonus because his sales manager factored in Mark’s personal emergency and wanted to keep him motivated and happy. This type of organizational climate ________.
A) does not encourage competition among the salespeople
B) provides less incentive to work hard to reach individual sales quotas
C) will result in a reduction in morale when the other employees learn Mark received his bonus
D) will likely result in higher sales and lower employee turnover.
E) gives the impression that sales quotas do not apply to favored employees

Answer 35

D) will likely result in higher sales and lower employee turnover.

Question 36

Salespeople need to know how to ________ leads, that is identifying good leads and screening out poor ones, at the beginning of the selling process.
A) approach
B) qualify
C) consolidate
D) generate
E) manage

Answer 36

B) qualify

Question 37

In which step of the selling process does a salesperson or company identify qualified potential customers?
A) demonstration
B) preapproach
C) prospecting
D) approach
E) presentation

Answer 37

C) prospecting

Question 38

Karen Rogers is a salesperson for Solar Panels Inc. She attends builder trade shows to identify potential customers in an effort to build long-term profitable relationships. Karen Rogers is engaging in which step of the selling process?
A) demonstration
B) preapproach
C) prospecting
D) approach
E) presentation

Answer 38

C) prospecting

Question 39

In which step of the selling process does a salesperson learn as much as possible about a prospective customer before making a sales call?
A) approach
B) follow-up
C) demonstration
D) handling objections
E) preapproach

Answer 39

E) preapproach

Question 40

In which step of the selling process does a salesperson set call objectives?
A) preapproach
B) approach
C) presentation
D) qualifying
E) prospecting

Answer 40

A) preapproach

Question 41

The salesperson should know how to meet and greet the buyer and get the relationship off to a good start in which step of the selling process?
A) prospecting
B) preapproach
C) presentation
D) qualifying
E) approach

Answer 41

E) approach

Question 42

Harry Potts is a salesperson for a national pet food company. He meets Karen Sharp, a buyer for a large, specialty pet retailer, and speaks to her at length about the product categories and brands of pet food the retailer currently carries as well as future needs. At which step of the selling process is Harry Potts in the above scenario?
A) approach
B) preapproach
C) qualifying
D) prospecting
E) closing

Answer 42

A) approach

Question 43

The presentation stage of the selling process most likely involves ________.
A) cold calling in the absence of potential leads
B) fixing the final meeting with a customer to close a deal
C) gathering information about an organization and its buyers
D) showing how a company’s products can solve a customer’s problems
E) requesting an order from the customer after handling any minor objections

Answer 43

D)

Question 44

In which of the following steps of the selling process does a salesperson seek out, clarify, and overcome any customer disapproval to buying?
A) handling objections
B) closing
C) follow-up
D) prospecting and qualifying
E) preapproach

Answer 44

A) handling objections

Question 45

In which of the following steps of the selling process does a salesperson ask a buyer for an order?
A) preapproach
B) qualifying
C) closing
D) prospecting
E) approach

Answer 45

C) closing

Question 46

What is the last step in the selling process?
A) follow-up
B) closing
C) handling objections
D) presentation
E) prospecting

Answer 46

A) follow-up

Question 47

The salesperson completes any details on delivery time, purchase terms, and other matters during the ________ step of the selling process.
A) closing
B) follow-up
C) handling objections
D) presentation
E) prospecting

Answer 47

B) follow-up

Question 48

Global Insurance sells health and life insurance policies to Fortune 500 companies for its employees. The company’s salespeople regularly contact decision makers to ensure that the necessary paperwork has been filed and that contracts are executed. Updates are also provided regularly about premium changes for health insurance. Which of the following steps of the selling process does this scenario depict?
A) approach
B) presentation
C) closing
D) follow-up
E) preapproach

Answer 48

D) follow-up

Question 49

Camilla had a couple of hours of free time at the end of her day. She decided to randomly drop by a few businesses to see if she could get some new clients. This practice is known as ________.
A) qualifying
B) presentation
C) closing
D) cold calling
E) preapproach

Answer 49

D) cold calling

Question 50

Ling is going through some sales leads to screen out the ones that do not appear to be as likely to make a purchase. This practice is called ________.
A) the sales pitch
B) presenting
C) cold calling
D) qualifying leads
E) closing

Answer 50

D) qualifying leads

Question 51

Which of these is NOT a common way salespeople prospect for new clients?
A) ask for client referrals
B) cultivate suppliers for leads
C) set up a time to meet the customer
D) use social media
E) cold calls

Answer 51

C) set up a time to meet the customer

Question 52

Prior to calling on a customer, a salesperson should ________.
A) be prepared to ask for referrals
B) set call objectives
C) compute the value of the sale needed to earn their bonus
D) meet with the customer’s supervisor
E) send a copy of the presentation in advance

Answer 52

B) set call objectives

Question 53

A recent large survey found that the number one skill that buyers want from a salesperson is ________.
A) timeliness
B) the ability to give discounts
C) product knowledge
D) rapid presentations
E) active listening

Answer 53

E) active listening

Question 54

A freestanding insert in the Sunday newspaper for a local restaurant that contains a $5 off coupon for any meal over $20 is an example of a promotion targeted at ________.
A) government buyers
B) salespeople
C) business customers
D) final buyers
E) retailers and wholesalers

Answer 54

D) final buyers

Question 55

Which of the following statements is true of consumer promotions?
A) Their primary objective is to persuade resellers to carry a brand.
B) They include a wide range of tools like samples, coupons, and refunds.
C) They include the use of display allowances.
D) They are primarily used to generate business leads and reward customers.
E) They include the use of conventions and trade shows.

Answer 55

B) They include a wide range of tools like samples, coupons, and refunds.

Question 56

________ are offers of a trial amount of a product.
A) Cash refunds
B) Price packs
C) Rebates
D) Coupons
E) Samples

Answer 56

E) Samples

Question 57

The manufacturer of Two-In-One, a combination shampoo and conditioner, shrink wraps a 4-ounce foil packet of a smoothing hair pomade to its combo product. Which of the following promotion tools is being used in this case?
A) rebates
B) samples
C) coupons
D) advertising specialties
E) price packs

Answer 57

B) samples

Question 58

________ are certificates that save buyers money while they purchase specified products.
A) Price packs
B) Samples
C) Coupons
D) Point-of-purchase promotions
E) Premiums

Answer 58

C) Coupons

Question 59

In which of the following promotion tools does a customer send a proof of purchase to a manufacturer, who then refunds part of the purchase price by mail?
A) rebate
B) coupon
C) sample
D) premium
E) price pack

Answer 59

A) rebate

Question 60

A toothpaste manufacturer that bands two products together, selling two for the price of one, is using which type of consumer promotion tool to build short-term sales?
A) price packs
B) coupons
C) rebates
D) advertising specialties
E) samples

Answer 60

A) price packs

Question 61

Cracker Jack, an American brand snack of caramel-coated popcorn and peanuts, has been in existence since 1896. The brand became popularized due to its free prize inside every box. Which of the following promotion tools does this exemplify?
A) rebate
B) coupon
C) price pack
D) sample
E) premium

Answer 61

E) premium

Question 62

Koffee, a brand of instant coffee, gives away a free coffee mug with its logo imprinted on it with every purchase of a 500 g packet of its instant coffee powder. Which promotion tool is Koffee using?
A) coupons
B) price packs
C) samples
D) advertising specialties
E) rebates

Answer 62

D) advertising specialties

Question 63

Wisconsin Cheddar has introduced an aged jalapeño cheddar. Displays are set up at various retail cheese stores in the state and patrons are offered free samples as well as $2 off coupons. Which promotion tool is Wisconsin Cheddar most likely using?
A) rebates
B) price packs
C) point-of-purchase promotions
D) coupons
E) advertising specialties

Answer 63

C) point-of-purchase promotions

Question 64

AirNetwork, a telecommunications company, sponsors a rock concert by a famous band in order to further its brand visibility. This is an example of ________.
A) event marketing
B) a premium
C) a point-of-purchase promotion
D) a trade promotion
E) a price pack

Answer 64

A) event marketing

Question 65

Sales promotion tools used to persuade resellers to carry a brand, give it shelf space, promote it in advertising, and push it to consumers are collectively called ________ promotions.
A) consumer
B) point-of-purchase
C) sales force
D) trade
E) business

Answer 65

D) trade

Question 66

What is the primary goal of trade promotions?
A) boosting long-term relationships with final buyers
B) motivating salespeople to attend trade shows
C) generating qualified business leads and contacts
D) rewarding customers for frequent purchases
E) persuading resellers to carry a brand

Answer 66

E) persuading resellers to carry a brand

Question 67

Which of the following is a promotion tool used for trade promotions?
A) sweepstakes
B) price packs
C) conventions
D) rebates
E) allowances

Answer 67

E) allowances

Question 68

Millie Foods, producers of baby food, offers a monetary sum to retailers who agree to feature its new products on their shelves for a considerable time period. In this case, the promotion tool used by the company is referred to as a(n) ________.
A) price pack
B) rebate
C) sample
D) allowance
E) discount

Answer 68

D) allowance

Question 69

________ help companies reach many prospects that are not reached through their sales forces.
A) Trade shows
B) Rebates
C) Allowances
D) Point-of-purchase promotions
E) Sweepstakes

Answer 69

A) Trade shows

Question 70

Which of the following is most likely an example of a business promotion tool?
A) a free DVD for customers who purchase a new television at a retail store
B) a trade fair showcasing a new audio system developed by an electronics firm
C) a sweepstakes program inviting customers to enter for the chance to win a new car
D) a toaster being sold at half its list price for any buyer who purchases a food processor
E) a display allowance for retailers who feature a manufacturer’s product in a favorable manner

Answer 70

B) a trade fair showcasing a new audio system developed by an electronics firm

Question 71

Conventions, trade shows, and sales contests are types of ________.
A) point-of-purchase promotions
B) trade promotions
C) advertising specialties
D) business promotions
E) premiums

Answer 71

D) business promotions

Question 72

The COVID-19 pandemic ________.
A) caused marketers to eliminate all event marketing
B) halted physical events but pushed the development of virtual events
C) had a limited impact on event marketing
D) boosted event sales
E) eliminated the ability of marketers to have interactive exhibits

Answer 72

B) halted physical events but pushed the development of virtual events

Question 73

A ________calls for customers to submit their names for a prize drawing.
A) premium
B) game
C) point-of-purchase promotion
D) sweepstakes
E) contest

Answer 73

D) sweepstakes