Sales Management
Final Test Solutions
Course Introduction
Sales Management is a comprehensive course that explores the principles and practices involved in leading and directing a sales force. The course covers key topics such as sales planning, recruitment and selection of salespeople, motivation and compensation, sales training, performance evaluation, and territory management. Students will learn how to develop effective sales strategies, manage customer relationships, and use data-driven tools to forecast sales and measure results. By combining theoretical concepts with real-world case studies, this course prepares students to excel in designing and executing successful sales operations across various industries.
Recommended Textbook
Selling Building Partnerships 8th Edition by Stephen Castleberry
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17 Chapters
1936 Verified Questions
1936 Flashcards
Source URL: https://quizplus.com/study-set/2467
Page 2
Chapter 1: Selling and Sales-People
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89 Verified Questions
89 Flashcards
Source URL: https://quizplus.com/quiz/49004
Sample Questions
Q1) Why do many organizations use integrated marketing communications?
Answer: Organizations use IMC because all communication vehicles have a weakness. IMC allows organizations to coordinate the use of various vehicles to maximize the impact of the total program on customers.
Q2) In the opening profile, Lauren Bearden admits to having committed, "word vomit" in her first sales role playing exercise. She explains word vomit is the practice of getting customers to memorize too many key phrases from her sales presentation.
A)True
B)False
Answer: False
Q3) Sandra has decided to hire her own sales force as the sole method of marketing her products. She has decided to use a ______________________ strategy.
A)public relations
B)customer value
C)sales-force intensive
D)missionary
E)all of these
Answer: C
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3
Chapter 2: Ethical and Legal Issues in Selling
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133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/48995
Sample Questions
Q1) When leaving the employment of one company and moving to another company, what is the ethical approach to leaving?
A)Give the company ample notice so they can find your replacement.
B)Avoid saying anything in anger to anyone at the company that you feel may have done you an injustice.
C)Help your replacement learn about your territory and your customers.
D)Refrain from divulging confidential material about your old company to your new boss.
E)do all of the above
Answer: E
Q2) A(n) _____ is not actually stated but is still an obligation defined by law.
A)codified warranty
B)impressed guarantee
C)implied warranty
D)expressed warranty
E)vocalized guarantee
Answer: C
Q3) What does the Gramm-Leach-Bliley Act attempt to protect?
Answer: privacy
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Page 4
Chapter 3: Buying Behavior and the Buying Process
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117 Verified Questions
117 Flashcards
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Sample Questions
Q1) Creeping commitment means that a customer becomes increasingly committed to a particular course of action while going through the steps in the buying process.
A)True
B)False
Answer: True
Q2) How is the Internet affecting salespeople?
Answer: The impact of the Internet varies from industry to industry but, generally, it facilitates communication, identifies prospects, provides needed information to customers, can be used for order taking, and checking on the status of orders. While initially, many salespeople felt threatened by the emergence of the Internet, most now see it as a support tool increasing their effectiveness.
Q3) What is the significance of initiators to sales people?
Answer: Initiators start the buying process, creating opportunities for salespeople.
Q4) You are a salesperson for a window and door distributor. Why should you pay close attention to the demand for new housing and the number of new high-rises getting building permits?
Answer: Derived demand the more construction the more demand for your products.
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Chapter 4: Using Communication Principles to Build Relationships
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/48993
Sample Questions
Q1) Feedback in sales communication can be either verbal or nonverbal.
A)True
B)False
Q2) In the vignette "Communication is Key in my Business" the medical supply salesman suggests it is important for him to maintain careful and constant communication with:
A)customers and his sales manager.
B)the American Medical Association.
C)the general public.
D)providers of alternative medicine services.
E)past patients.
Q3) What is a customer doing when he or she interprets the meaning of the salesperson's presentation?
Q4) Teresa notices her customer shifting position in his chair. Teresa concludes her customer:
A)is ready to end the interview.
B)wants to place an order.
C)strongly agrees with what she has said.
D)strongly disagrees with what she has said.
E)any of the above
6
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Chapter 5: Adaptive Selling for Relationship Building
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106 Verified Questions
106 Flashcards
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Sample Questions
Q1) In "Keeping Track of Things- How Isuzu Commercial Truck of America Does It" for salespeople the primary benefit of NetSuite CRM technology was:
A)allowing management to know where they were and what they were doing
B)increasing sales promotional bonuses
C)reduced paperwork time allowing more time with customers
D)diversity
E)all of the above
Q2) Luke attended a course in which he was trained to apply the social style matrix in order to help him make better sales presentations. When he got home from the two-hour course, he tried to apply the techniques he had learned to determine his customers' social styles. How successful do you think he would be? Why?
Q3) Before Harley can make a customized presentation he will need cooperation from the customer in conducting:
A)a correlation analysis of sales projections
B)a modification of his or her forecasted sales
C)a performance of a needs analysis
D)a social audit
E)a multiple regression analysis of his or her current suppliers
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Chapter 6: Prospecting
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110 Verified Questions
110 Flashcards
Source URL: https://quizplus.com/quiz/48991
Sample Questions
Q1) A seventeen-year-old high school student in the United States is not a prospect for a salesperson selling alcoholic beverages because the student is not eligible to buy.
A)True
B)False
Q2) In "I've Got to Have Your Hats?Now!" why did the sales rep, Jason Neis, approach Christy's ski and snowboard shop as a prospect?
Q3) In the opening profile Kevin Johnson recommends LinkedIn for prospecting for all of the following EXCEPT:
A)It allows him to stay connected with his network
B)It is useful for career planning
C)It is socially oriented than Facebook
D)It has a good number of job listings
E)It allows him to look at roles he would like to be in someday
Q4) Like the salesperson's approach, the opening paragraph of a sales letter must grab the prospect's attention.
A)True
B)False
Q5) What determines a good prospect?
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Chapter 7: Planning the Sales Call
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103 Verified Questions
103 Flashcards
Source URL: https://quizplus.com/quiz/48990
Sample Questions
Q1) Which of the following would be the LEAST useful source of information about a prospect for a new salesperson?
A)secretaries and receptionists in the your firm
B)other salespeople who call on the prospect
C)the prospect's website
D)your company's database
E)the prospect's competitors
Q2) Which of the following statements about sales call objectives is true?
A)Objective should always be expressed in monetary terms
B)Objectives are unnecessary for missionary salespeople
C)Objectives are unnecessary when the sales rep is cold canvassing
D)Objectives should be limited to one per sales call
E)Many salespeople do not set objectives before making sales calls
Q3) Which of the following statements would be of value to insurance salespeople collecting information about prospects?
A)The prospect graduated with a marketing degree from Kennesaw State University.
B)The prospect's daughter is active in Little League baseball.
C)The prospect's personality type is amiable.
D)The prospect is a member of the local Rotary Club.
E)All of the above information is valuable to the salesperson.
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Chapter 8: Making the Sales Call
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/48989
Sample
Questions
Q1) In the opening profile Jennifer Van Winkle recommends all of the following EXCEPT:
A)Make sure you are prepared for objections
B)Think of an initial sales call as a job interview
C)Asking for an order is the paramount goal of a first sales call
D)Good communication is an extremely important component of a sales call
E)Remember to read a prospect's nonverbal reactions, and adjust when necessary
Q2) Unless John knows what the prospect's needs are, the product opening is unlikely to succeed.
A)True
B)False
Q3) How and what you do in one thing changes a person's perceptions about other things you do is called the hello effect.
A)True
B)False
Q4) When sales reps make a presentation, he or she should discuss product information at the outset and use their prospect's reactions to determine what to discuss next.
A)True
B)False
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10
Chapter 9: Strength-Ening the Presentation
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112 Verified Questions
112 Flashcards
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Sample Questions
Q1) Lew wants to make sure that his customers remember all the benefits of using his company's water reclamation system long after the meeting is over. What type of visual aid should he use?
Q2) Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space. She will likely calculate the ____________ for each area of the store.
A)sales per square foot
B)cost-benefit
C)return on investment
D)QR correlation coefficient
E)sales per employee
Q3) The _____ is the return a buyer would have earned from a different use of the same investment capital.
A)sunk cost
B)net present value
C)opportunity cost
D)gross revenue
E)net revenue
Q4) When are requests for proposals (RFPs) used?
Q5) What are ECR, QR, AR, and JIT systems designed to do?
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Chapter 10: Responding to Objections
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131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/49003
Sample Questions
Q1) With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now.
A)buy-now
B)bounceback
C)revisit
D)ricochet
E)backfire
Q2) If a salesperson uses the postponing method of responding to an objection and the prospect obstinately insists on an answer now, the salesperson should:
A)answer the objection.
B)repeat the request for permission to postpone the objection.
C)directly refuse and continue with the original presentation plan.
D)attempt to change the subject.
E)ask to reschedule the appointment to a better time.
Q3) A product's value must be established before time is spent discussing price.
A)True
B)False
Q4) What can salespeople do about predictable objections?
Q5) Discuss the importance of forestalling as a strategy.
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Chapter 11: Obtaining Commitment
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116 Verified Questions
116 Flashcards
Source URL: https://quizplus.com/quiz/49002
Sample Questions
Q1) The decision to buy or not to buy should not focus on a signature.
A)True
B)False
Q2) After Sebastian had purchased the HEP-A vacuum for $819, he worried that he might have gotten a vacuum cleaner just as good for less money if he had continued searching. What is the name for what is causing Sebastian to feel anxious?
Q3) Which of the following statements about the probing method of obtaining commitment is true?
A)The salesperson should never begin by asking directly for a commitment
B)The rep asks a series of questions designed to discover the reason for hesitation
C)The method is especially effective with Japanese and Arab businesspeople
D)This method attempts to bring all tangible issues into the open
E)After successfully dealing with the prospect's concerns, the sales rep should remain quiet and let the prospect think over what has just been said
Q4) What is the salesperson doing when he asks the prospect, "How does my company's system for monitoring refrigeration leaks sound to you?"
Q5) How can a salesperson obtain commitment without being manipulative?
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Page 13
Chapter 12: Formal Negotiating
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137 Verified Questions
137 Flashcards
Source URL: https://quizplus.com/quiz/49001
Sample Questions
Q1) Negotiation jujitsu would be an appropriate response when the buyer tries:
A)using a resource bogey
B)lowballing
C)the good guy--bad price guy
D)browbeating
E)nibbling
Q2) Which of the following statements about concessions is FALSE?
A)Don't assume the buyer will automatically understand the value of your concessions.
B)Concessions should gradually increase in size.
C)Don't automatically agree to "split the difference."
D)Use silence to strengthen your position.
E)Don't accept the buyer's first attempt at a concession.
Q3) When and where negotiations take place is important. Experienced negotiators usually prefer to begin negotiations:
A)first thing Monday morning.
B)immediately after lunch on Monday or Tuesday.
C)Thursday evenings.
D)on a morning in the middle of the workweek.
E)during the weekend.
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Page 14
Chapter 13: Building Partnering Relationships
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96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/49000
Sample Questions
Q1) The market exchange is the highest level of long-term relationship that a buyer and seller can commit to.
A)True
B)False
Q2) Supplier relationship management uses existing vendor relationships to cultivate new vendor relationship.
A)True
B)False
Q3) A _____ partnership will occur when buyer and seller have close personal relationships that allow them to communicate effectively with each other.
A)hierarchical
B)functional
C)mutual
D)transactional
E)relational
Q4) What are the two types of customer loyalty?
Q5) How does a salesperson demonstrate competence to a customer?
Q6) What is required of each partner in a strategic partnership?
Q7) What are the characteristics of relational partnerships?
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Chapter 14: Building Long-Term Partnerships
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) Fiona is concerned about complacency among her sales team. She asks each sales rep to answer a series of questions. Which of the following questions is she LEAST likely ask her sales team to answer?
A)Do you understand each customer's personal characteristics?
B)Do you maintain a record of promises made to each customer?
C)Do you know when competitors are making deliveries?
D)Do you follow up on every customer request promptly?
E)Have you recently found something you can do better than our competitors?
Q2) According to the text, a number of questions often affect the action to be taken on a customer complaint. Which of the following questions would likely have the largest affect how a customer complaint is settled?
A)What action or actions led to the lodging of the complaint?
B)How will the action taken affect other customers?
C)Are members of the complaining firm's industry lodging similar complaints?
D)Is the customer being fair?
E)All of the above questions can be used to determine how a customer complaint is settled.
Q3) In the opening profile about Stephanie Meagher of ADP, how do her long-term customers often help her?
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Page 16
Chapter 15: Managing Your Time and Territory
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131 Verified Questions
131 Flashcards
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Sample Questions
Q1) A _____ routing plan could find a salesperson for a heavy construction equipment manufacturer in Cleveland, Ohio, one day Dallas, Texas, the next two days, and ending up in San Diego, California.
A)crazy-quilt
B)three-leaf cloverleaf
C)leapfrog
D)circular
E)straight-line
Q2) What is the average percentage of business received from a customer called?
Q3) To use the sales call allocation grid, Spence must classify each of his accounts in terms of their need and ability to pay for his product and:
A)his company's strength with that customer.
B)the account-opportunity.
C)who the decision maker is.
D)its geographic location relative to his home.
E)its geographic location relative to his firm's nearest distribution center.
Q4) Beverly has just taken a seminar on the self-management process for salespeople. Briefly describe the four stages she learned about and their relationship.
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Page 17
Chapter 16: Managing Within Your Company
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126 Verified Questions
126 Flashcards
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Sample Questions
Q1) Management uses a combination plan when it wants to:
A)motivate salespeople to increase revenues while continuing to perform nonselling activities.
B)emphasize that its sales force needs to concentrate on getting new and commissionable sales.
C)make sure the sales force can easily understand exactly how it is being financially rewarded.
D)engage in transactional selling relationships.
E)accomplish all of the above
Q2) When a company uses a group of salespeople to support a single account, it is employing the _____ approach.
A)crew selling
B)group empowerment
C)multilevel marketing
D)team selling
E)party plan selling
Q3) In "Selling in my Company" how did Speed-Trap assist the marketing manager in selling their software to the leadership team?
Q4) What is the difference between a house account and a key account?
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Chapter 17: Managing Your Career
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) One difference between sales calls and job interviews is that in job interviews both parties have needs that will have to be defined during the meeting.
A)True
B)False
Q2) For Emily Tanner in the opening profile about eRewards, how did joining a relatively small and new company work to her career advancement advantage?
Q3) Even with a strong, effective effort, any good salesperson will have difficulty selling products that are boring to them.
A)True
B)False
Q4) If you are employed and responding to a blind box ad what risk are you taking?
Q5) _____ refers to the degree to which the salesperson's perceptions of the sales role are correct.
A)Role stress
B)Perceptual stress
C)Reward stress
D)Perceptual accuracy
E)None of the above
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