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100 Cards in this Set
- Front
- Back
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Which type of allowance is a reimbursement to retailers for in-store support of a product, such as an off-shelf display?
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A) merchandising |
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Which of the following is a discount to the retailer or wholesaler based on the volume of product ordered?
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B) case allowance |
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Which of the following is an example of a discount promotion given to members of the distribution channel?
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C) co-op advertising |
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________ involves a channel member purchasing large quantities of a product during a discount period, warehousing the product, and not buying the product again until another discount is offered.
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B) Forward buying |
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________ involves a retailer buying a product at a discounted promotional price, warehousing it, and after the promotion has expired, selling the inventory to other retailers at a price that is lower than the manufacturer's nondiscounted price but high enough to turn a profit for the retailer.
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C) Diverting |
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A trade show is a way for a company to do all of the following EXCEPT which one?
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B) pay a bonus to members of its salesforce |
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________ attempts to influence consumers while they are in the store by catching their attention with signs and showcased merchandise.
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D) A point of purchase display |
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Which of the following is a bonus paid by a manufacturer to a salesperson for selling its product?
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E) push money |
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Someone who orders a product through a catalog is responding to ________.
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C) direct marketing |
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Which of the following is NOT a form of direct marketing?
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A) mass marketing |
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Which kind of marketing involves sending a brochure or pamphlet that offers a specific good or service at one point in time?
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C) direct mail |
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Catalogs, brochures, and pamphlets are all examples of which type of marketing?
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A) direct mail |
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A collection of products offered for sale in book form, usually consisting of product descriptions accompanied by photos of the items, is a ________.
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C) catalog |
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The modern catalog consumer is most likely which of the following?
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C) someone who wants to save time shopping |
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The National Do Not Call Registry was established by which of the following?
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A) the Federal Trade Commission (FTC) |
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________ is direct communication to a consumer that is conducted over the telephone.
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B) Telemarketing |
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Businesses selling to other businesses use ________ to keep in personal contact with smaller customers at much less cost than face-to-face sales calls.
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A) telemarketing |
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What are two major forms of direct-response television (DRTV)?
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A) shows on home shopping networks and infomercials |
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The "m" in m-commerce stands for ________.
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B) mobile |
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A 30-minute television advertising program marketing a single product is referred to as a(n) ________.
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B) infomercial |
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A type of m-commerce that simply involves sending a text message is known as ________.
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C) short-message system marketing |
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________ has the highest cost per contact with each customer.
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D) Personal selling |
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Which of the following communication and promotion tools involves establishing direct connections with customers aimed toward building crucial relationships?
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A) personal selling |
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According to an axiom in marketing, the more ________ the product, the more heavily firms tend to rely on personal selling to promote it.
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C) intangible |
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Which of the following is the most logical reason that many organizations rely heavily on personal selling?
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D) to more effectively sell highly technical or very expensive products |
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Factors that increase a firm's emphasis on ________ include purchases that are "new tasks" for a customer and transactions that require negotiation.
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E) personal selling |
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What type of software do salespeople use to track all aspects of customer interaction?
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B) CRM (customer relationship management) |
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What type of software links information between selling and buying firms?
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B) PRM (partner relationship management) |
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________, which uses a data network to carry voice calls, is frequently used for communication between salespeople and customers.
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A) Voice-over Internet Protocol (VoIP) |
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Voice-over Internet protocol (VoIP) systems enable salespeople to ________.
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E) make and receive phone calls anywhere just as though they were in the office |
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Of the following, which sales job requires the LEAST creative selling?
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B) order taker |
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A(n) ________ promotes the firm and tries to stimulate demand for a product but does not actually complete a sale.
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C) missionary salesperson |
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A group of people from a range of departments brought together by a firm to develop products and programs that satisfy the customer's needs is referred to as a ________ team.
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A) cross-functional |
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Which of the following is a salesperson who works to develop long-term relationships with particular customers and may hold the title of "account manager"?
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D) a new-business salesperson |
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PeopleSoft is an enterprise application software that businesses can use to create more efficient relationships with suppliers, customers, and employees. To sell the entire software package, the company uses ________, which includes a technical specialist, an accounting expert, a human resources expert, and a sales representative.
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D) team selling |
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Which of the following is a sales technique that focuses on making an immediate sale with little or no attempt to develop a relationship with the customer?
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C) transactional selling |
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The salesperson for Americhem Plastics Corp. believes in winning, keeping, and developing her customers. In other words, she engages in ________.
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D) relationship selling |
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Which of the following statements about relationship selling is true?
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C) With relationship selling, the salesperson tries to develop a win-win relationship with customers. |
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The first step in the creative selling process is ________.
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B) prospect and qualify |
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Prospect and qualify is the step in the creative selling process in which the salesperson ________.
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C) identifies potential qualified customers |
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The step that follows preapproach in the creative selling process is ________.
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E) approach |
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Which of the following is the LEAST relevant characteristic that a salesperson should consider when qualifying a prospect?
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B) longevity in the market |
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After salesperson Danny O'Reilly has made a sale, he asks his customer if she knows of anyone else who might also be interested in buying his products. Referrals such as these are one method used in ________.
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C) the preapproach |
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Without prior introduction or arrangement, telemarketers telephone your home and business offering to sell you a variety of products. These telemarketers engage in what form of prospecting?
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B) cold-calling |
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A young couple contacted a realtor about buying a new home. Now that the realtor has prospects, his next step should be to ________.
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B) qualify them |
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During the ________ step, salespeople for Montana exercise equipment should try to determine the specific needs of a customer.
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C) preapproach |
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During which stage of the creative selling process would a salesperson most likely try to learn about a customer's prior purchases and personal interests?
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B) preapproach |
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A salesperson would be most likely to use Standard & Poor's 500 Directory during which stage of the creative selling process?
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A) preapproach |
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The salesperson contacts the customer for the first time in the ________ step of the creative selling process.
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C) approach |
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Which of the following is a poor choice for a sales presentation when a salesperson is interested in building a long-term relationship?
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C) using a canned presentation |
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According to your text, sales managers rate which of the following skills as the single most important attribute they look for when hiring relationship salespeople?
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C) listening skills |
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In which step of the selling process are salespeople most likely to take advantage of multimedia technologies to support their verbal message?
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E) sales presentation |
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What should a salesperson do during the fifth step of the creative sales process?
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B) welcome objections |
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In which step of the sales process would the salesperson call to ensure customer satisfaction and repeat business?
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E) follow-up |
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In which stage of the creative selling process would the salesperson say, "What quantity would you like to order?"
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B) close |
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Which of the following is NOT a closing approach for a salesperson?
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B) a bridge close |
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When a firm sets out to plan, implement, and control sales force activities, it is undertaking ________.
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B) sales management |
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________ state what the sales force is expected to accomplish and when.
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E) Sales force objectives |
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The ________ for a sales manager engaged in relationship selling will relate to customer satisfaction, loyalty, and retention.
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B) sales force objectives |
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Two kinds of individual ________ are performance and behavioral.
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A) objectives |
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Which of the following is an example of a behavioral objective a sales manager might set for her sales force?
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A) Each salesperson must call on four customers each day. |
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Which of the following is an example of a performance objective a sales manager might set for his sales force?
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C) Each salesperson should have at least $400,000 in net sales annually. |
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Which of the following is NOT an advantage of a geographic sales force structure?
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D) Salespeople develop in-depth knowledge of a product line. |
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Each salesperson has the responsibility for a set group of customers. This group of customers is referred to as the salesperson's ________.
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D) sales territory |
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A(n) ________ territory structure is used when the product line is technically complex in order to provide customers more expertise in the products the company produces.
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D) industry specialization |
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Kim Smith is a sales manager for a large corporation. When organizing her salesforce, Kim decided to have each selling team focus on only one very large customer. Kim has used the ________ sales force structure.
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D) key accounts |
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The idea that a small number of customers account for a majority of a company's sales is referred to as the ________.
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A) 80/20 rule |
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Of the following, which is the MOST necessary ingredient for any successful sales force organization?
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Which of the following is NOT necessarily a skill or quality possessed by an ideal salesperson candidate?
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C) management experience |
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Which of the following is NOT one of the four basic types of compensation plans?
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C) commission-plus-bonus |
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One of the potential drawbacks of a ________ is that salespeople might simply wait to make some sales instead of increasing their overall number of sales.
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D) sales contest |
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Management sets standards that state the amount each salesperson should sell and how sales should be divided among the company's products with ________.
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C) sales quotas |
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Which of the following is an example of a qualitative measure a sales manager could use to evaluate his salespeople?
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A) the number of cold calls made |
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A salesperson's ________ is often related to how well he meets a set quota.
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B) compensation |
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A(n) ________ is a salesperson's write-up of her completed sales activity.
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E) call report |
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An example of a(n) ________ is a five-foot-high cardboard display of Cap'n Crunch next to Cap'n Crunch cereal boxes.
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A) point of purchase (POP) display |
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An office supply store that pays a discounted price when it orders more than twelve metal filing cabinets is receiving a(n) ________.
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C) case allowance |
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Fiona Lambrech is the marketing director of a charity that raises funds to help provide educational services to children and families in developing countries. Fiona wants to reach a selective market of individuals who have recently donated to international charities. Which of the following types of direct marketing is Fiona most likely to use?
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A) direct-mail marketing |
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For which of the following operations would telemarketing efforts likely be the most successful and the most profitable?
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C) selling plastic bottles to a bottling company |
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Organic Designs is a small, successful chain of stores offering stylish clothes made of all-organic materials for infants, toddlers, and young children. Most of the Organic Designs stores are located in urban areas. Now Organic Designs is considering using direct marketing to reach potential customers who live outside of the company's existing markets. Which of the following methods of direct marketing would likely be most effective in accomplishing this goal?
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C) catalog marketing |
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A producer of beverages and snack foods wants to market its products to the 14-to-22-year-old demographic, providing incentives to respond instantly to time-sensitive offers. Which of the following forms of direct marketing would this producer most likely choose?
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B) m-commerce
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A.Y. McDonald, a manufacturer of pumps and plumbing valves, employs regional salespeople to sell its products to wholesalers and cities. This is an example of ________.
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B) personal selling |
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In which of the following situations would personal selling be the LEAST cost-effective choice?
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D) a chain of supermarkets selling convenience products |
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When Kenneth called Southern Security to buy a safe in which to store important personal documents and possessions, he most likely talked to a(n) ________ who performed all the activities needed to process the transaction.
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A) order taker |
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You are responsible for supervising order takers at Acme, Inc. Which of the following would you be LEAST likely to expect these people to perform?
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A) executing the preapproach stage of the creative selling process |
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At the sales presentation for EFTPS (a type of software for making the payment of all federal taxes secure, easy, and fast), it would be most logical for which member of the sales staff to demonstrate how payments can be set up twelve months in advance and how easy it is to view payment history?
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C) the technical specialist |
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At Boeing, salespeople work with company specialists, such as financial analysts, technical specialists, and engineers, to call on potential and current customers. This is an example of ________.
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B) team selling |
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In which type of sales job is an employee LEAST likely to focus on relationship selling?
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C) order taker |
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Your new-business sales force is responsible for prospecting and qualifying customers. Which of the following will likely occur?
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C) A salesperson may have to approach many qualified customers just to make one sale. |
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Marlene Arau is a member of the sales force at Urban Fashions, a clothing manufacturer. Marlene is getting ready for a first meeting with a wholesaler who is a potential customer, and she is preparing herself by learning as much as she can about the wholesaler's organization. Marlene is in the ________ step of the personal selling process.
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B) preapproach |
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As the salesperson entered the prospect's office, the salesperson extended his hand and said, "Your old college roommate Tiara Johns suggested I call on you." This action occurred in which stage of the creative selling process?
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A) approach |
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Southern Security makes safes for storing valuables such as jewelry and family records. When Ed sold safes for the company, he had to be prepared with a response when a prospect said, "I have no room for a safe" or "My family heirlooms aren't valuable enough to put in a safe." In other words, Ed had to ________.
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E) anticipate objections |
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Southern Security makes safes for storing valuables. When Ed sold safes for the company, he would deal with a prospect's concerns such as the cost of the safe and then ask, "Are you ready to purchase a safe for your family, or are there other concerns that we need to discuss?" When Ed asked this question, he was ________.
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A) using a last objection close |
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Southern Security makes safes for storing valuables. When Ed sold safes for the company, he sometimes told a prospect, "The model safe you are looking at is on sale this week. If you wait until next week to buy, you will spend $100 more." When Ed used this approach, he was using the ________ close.
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B) standing-room-only |
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New Wave Music Company has decided to switch to an industry specialization structure. Which of the following advantages is the company now LEAST likely to enjoy?
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C) The company can better serve different industries. |
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Lyall Electric, Inc., maintains a sales force for its small appliance customers and a separate sales force for its automotive customers. Lyall Electric utilizes a(n) ________ sales force structure.
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C) industry specialization |
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A company that wanted its sales force to see a direct connection between performance and pay would most likely use which of the following compensation plans?
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A) a straight commission plan |
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What type of compensation plan would a company be most likely to use for its missionary salespeople?
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B) a straight draw plan |
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At Garden and Deck Decor, a manufacturer of outdoor furniture and accessories, the marketing and sales force objective is to increase sales of the new product line while maintaining sales volume of the older product lines. Which of the following sales force compensation plans is most likely to encourage the sales force to pursue this objective?
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C) quota-bonus |
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You want to collect information to evaluate your sales force in the New England states. Which of the following would you be LEAST likely to consider in doing so?
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E) partner relationship management data (PRM) |
