Sales Exam 3

Ch 9-11

d. Make sure to discount the price of the product as much as

possible without realizing and net loss.

Which of the following is NOT one of the ways salespeople can convert new customers into highly committed lifetime customers?

a. Building goodwill by continually adding value to the product or service through appropriate follow-up.

b. Handling complaints in a timely and thoughtful manner.

c. Processing requests for rush deliveries willingly and assuring the customer that the salesperson will do everything possible to make that request happen.

d. Make sure to discount the price of the product as much as possible without realizing and net loss.

e. All of the above are correct

e. encourage

Which of the following is NOT one of the specific components of effective follow-up?

a. interact

b. connect

c. know

d. relate

e. encourage

e. All of the above are accurate.

Which of the following is accurate regarding the impact of technology on customer relationship management?

a. Buyers can place orders without the salesperson’s involvement.

b. Buyers may have continuous real-time access to the selling organization.

c. Salespeople are more readily able to analyze customer information.

d. Salespeople have timelier, and perhaps expanded, access to their companies records and interactions (e.g., customer service, order fulfillment, etc.) concerning their customers.

e. All of the above are accurate.

c. Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.

Suppose you’re a salesperson for an industrial machine manufacturer. How can you demonstrate to your customers your commitment to building mutually satisfying long-term relationships?

a. When they place an order, be sure to show sincere gratitude and then assure the customer that you'll be back when it's time for them to make another purchase.

b. Avoid calling on the customers unless you have something

you think they'd be interested in purchasing.

c. Follow-up with your customers on a regular basis and be especially attentive after they've placed an order.

d. Avoid talking with anybody else in the organization other than the buyer.

e. All the above are correct.

e. All of the above are relationship-enhancement activities

Which of the following is a relationship-enhancement

activity?

a. Remembering the customer after the sale

b. Correcting billing errors

c. Resolving Complaints

d. Expediting orders

e. All of the above are relationship-enhancement activities

d. The salesperson can immediately answer questions or concerns the buyer may have as a result of installation.

Even though salespeople rarely are responsible for installation, why might it be helpful for salespeople to be present when their products are being installed?

a. This allows the salesperson the opportunity to sell the customer additional products.

b. Installation teams generally go out for margaritas afterwards.

c. The salesperson may have to cover up installation or order processing mistakes.

d. The salesperson can immediately answer questions or concerns the buyer may have as a result of installation.

d. Be involved either directly or indirectly in the training process unless otherwise specified by the customer.

With respect to customer training, salespeople should

a. Leave the training to the training experts.

b. Encourage customers to provide their own training.

c. Always use it as a bargaining tool when trying to get the buyer to make a purchase.

d. Be involved either directly or indirectly in the training process unless otherwise specified by the customer.

b. Document all issues to your manager

Which of the following is not one of the steps for handling complaints?

a. Get the whole story

b. Document all issues to your manager

c. Ask the customer what he/she would like you to do

d. Gain agreement on a solution

e. Follow through on the agreed upon solution

a. Treat time as a valuable and irreplaceable resource

High performing salespeople with strong self-leadership skills:

a. Treat time as a valuable and irreplaceable resource

b. Should not plan out their days because sales requires schedule flexibility

c. Should always leave at least two hours open in their daily schedules because sales requires schedule flexibility

d. Are known for working harder not smarter

e. Motivating others

Which of the following is NOT one of the sequential stages of self-leadership?

a. Setting goals and objectives

b. Implementation of strategies

c. Taking advantage of technology

d. Assessment and evaluation

e. Motivating others

a. Easily obtainable

Which of the following is NOT one of the characteristics of properly developed goals?

a. Easily obtainable

b. Realistic

c. Specific

d. Quantifiable

e. Time specific

a. Company goals

Which of the following is not one of the four levels at which salespeople should establish goals?

a. Company goals

b. Personal goals

c. Sales call goals

d. Account goals

e. Territory goals

a. $1,500,000

Your base salary is $40,000 per year. Your personal goal is to make $100,000 this year. with a commission plan of 4% of sales, what would your sales need to be to reach your goal?

a. $1,500,000

b. $1,000,000

c. 1600 units

d. There isn’t enough information to calculate the sales

b. portfolio analysis

Suppose a salesperson is classifying accounts based on the level of sales potential. Which common method for classifying accounts is the salesperson using?

a. single-factor analysis

b. portfolio analysis

c. sales volume analysis

d. most likely sales (MLS) analysis

e. least likely sales (LLS) analysis

e. sales volume aggregation plan (SVA Plan)

Which of the following is NOT one of the common sales call routing plan patterns?

a. straight line plan

b. cloverleaf plan

c. circular plan

d. leapfrog plan

e. sales volume aggregation plan (SVA Plan)

d. expecting the best from each member

Which of the following is NOT one of the six teamwork skills that salespeople must learn and sincerely apply in the process of building internal partnerships?

a. understanding the other individuals

b. attending to the little things

c. keeping commitments

d. expecting the best from each member

e. clarifying expectations

e. you should do all of the above

It is very likely that you are either working in a group currently or will before your formal education is complete. which of the following things should you do to improve your value as a team member?

a. show personal integrity

b. apologize sincerely when a mistake is made

c. keep commitments

d. clarify expectations

e. you should do all of the above

d. developing the sales force

Which of the following is one of the four major steps in the sales management process?

a. discussing strategies with potential competitors

b. strategic outsourcing of salesforce

c. defining the personal needs of the customer

d. developing the sales force

e. terminating the sales force

a. manufacturer representatives

Independent sales representatives are generally referred to as?

b. the intramural baseball team

c. detailers

d. the temporary sales force

d. geography

The most widely used and easiest system for dividing responsibility is to organize the sales force on the basis of?

a. products

b. markets

c. customers

d. geography

e. sales strategy

c. job qualifications

The collection of skills, knowledge, personal traits, aptitude and willingness to accept occupational conditions necessary to perform the job is referred to as the:

a. job analysis

b. job description

c. job qualifications

d. job survey

e. job application

b. job description

A written summary of a particular job is referred to as the:

a. Job analysis

b. job description

c. job qualifications

d. job survey

d. assess sales training needs

The first step of the sales training process is?

a. set training quotas

b. design sales training programs

c. evaluate training alternative

d. assess sales training needs

e. none of the above

b. profitability analysis

Evaluates the results from combining sales and cost data to identify and assess sales organization profitability.

a. pre-sales analysis

b. profitability analysis

c. sales projection audit

d. opportunity analysis

e. sales expense audit

a. Including your company’s engineers in a sales call to introduce them to the customer’s engineers.

An example of collaborative involvement is:

a. Including your company’s engineers in a sales call to introduce them to the customer’s engineers.

b. Having a good relationship with your shipping department.

c. Providing timely feedback to customers.

d. Having the marketing and salespeople continually collaborate.

e. None of the above

1. setting goals and objectives

2. territory analysis and account classification

3. development and implementation of strategies and plans

4. tapping technology and automation

5. assessment and evaluation

From Chapter 10, name and briefly describe the 5 sequential stages of self-leadership and how they affect the selling success.

From Chapter 11, what are the different steps in the sales management process and briefly describe each step.