Sales Management
Test Bank
Course Introduction
Sales Management is designed to provide students with comprehensive knowledge of the principles, strategies, and practices essential to leading and managing a sales force in today's dynamic business environment. The course covers key topics such as recruitment, selection, training, motivation, compensation, and performance evaluation of sales teams, along with sales forecasting, territory design, and customer relationship management. Emphasizing both strategic planning and day-to-day managerial skills, students learn how to align sales operations with organizational goals, leverage data-driven decision-making, and utilize technology to enhance effectiveness and drive revenue growth. Real-world case studies and interactive projects prepare students to address contemporary sales management challenges and succeed as leaders in diverse industries.
Recommended Textbook
Selling Today 12th Edition by Gerald L. Manning
Available Study Resources on Quizplus
17 Chapters
1139 Verified Questions
1139 Flashcards
Source URL: https://quizplus.com/study-set/1763
Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35104
Sample Questions
Q1) Which of the following sectors would NOT be considered to be part the service industry?
A)hotel,motel,and convention centers
B)insurance
C)banking
D)real estate
E)chemicals
Answer: E
Q2) Which of the following describes a category of sales personnel in the field of manufacturing?
A)sales engineer
B)field researcher
C)comptroller
D)technical support representative
E)research and development director
Answer: A
Q3) Convention center sales managers,investment securities brokers,and real estate salespeople all have one thing in common-they sell a ________.
Answer: service
Page 3
To view all questions and flashcards with answers, click on the resource link above.
Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35105
Sample Questions
Q1) In consultative selling,the customer is seen as:
A)a person to be served
B)a prospect to be sold
C)a customer to be retained
D)progress toward a quota
E)a challenge to be overcome
Answer: A
Q2) The evolution of strategic selling can be traced to:
A)a need to use fewer salespeople to sell more products
B)the growing demand for less expensive products
C)the need for salespeople to master sales force automation practices
D)new levels of competition
E)several trends that resulted in a more complex selling environment
Answer: E
Q3) The presentation strategy includes a reminder that outstanding service should be the overriding theme of every sales presentation.
A)True
B)False
Answer: True
Page 4
To view all questions and flashcards with answers, click on the resource link above.
Chapter 3: Creating Value With a Relationship Strategy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35106
Sample Questions
Q1) An empathizer is someone who understands the ways humans interact.
A)True
B)False
Answer: True
Q2) A ________ is usually the only physical contact one makes during a sales call. Answer: handshake
Q3) The win-win strategy can best be summed up as which of the following statements?
A)Both buyer and seller come away from the negotiation having given up something they originally wanted.
B)Both buyer and seller come away from the negotiation feeling that their best interests have been served.
C)Both buyer and seller come away from the negotiation feeling that they have made a new friend.
D)Neither buyer nor seller comes away from the negotiation feeling that they have made progress.
E)Neither buyer nor seller comes away from the negotiation having given up anything. Answer: B
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Communication Styles: a Key to Adaptive Selling
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35107
Sample Questions
Q1) Which combination of communication styles between salesperson and customer will likely result in a good relationship,but may not develop into a firm sale?
A)Directive salesperson with Directive customer
B)Directive salesperson with Supportive customer
C)Supportive salesperson with Supportive customer
D)Supportive salesperson with Reflective customer
E)Reflective salesperson with Emotive customer
Q2) The combination of high dominance and low sociability defines a style known as:
A)communicative
B)reflective
C)supportive
D)emotive
E)directive
Q3) A customer high in sociability tends to communicate in an ordered and measured manner.
A)True
B)False
Q4) ________ can be defined as the tendency to control or prevail over others.
Q5) Describe the difference between lower dominance and higher dominance.
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Ethics: the Foundation for Relationships in Selling
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35108
Sample Questions
Q1) If you are not breaking the law,then you are acting in an ethical manner.
A)True
B)False
Q2) The salesperson should use a standard entertainment activity for all customers to avoid the appearance of favoritism.
A)True
B)False
Q3) Which of the following would be the best application of principles regarding gift giving to customers?
A)Give gifts before doing business with a customer.
B)Determine the gift-receiving policy of the customer's company.
C)Once begun,maintain a regular and consistent pattern of gift giving.
D)Clearly explain the conditions you expect of the customer who accepts a gift.
E)Give a gift proportional to the sale you expect to make from the customer.
Q4) Ethical standards tend to filter down from the top of a business organization.
A)True
B)False
Q5) Respond to the following idea:"Ethics are not a matter of law alone.A salesperson's ethical sense must extend beyond the legal definition of what is right or wrong."
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Creating Product Solutions
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35109
Sample Questions
Q1) ShipNow requires every new store salesperson to ride along on deliveries with drivers for two weeks before beginning the sales course necessary to be able to have contact with customers.What might be the purpose of the ride-alongs?
A)to give the salesperson empathy for the stresses the drivers endure delivering packages
B)to give the salesperson a driver mentor within the company
C)to give the driver an extra hand with deliveries during the rushed holiday shipping season
D)to give the salesperson in-depth knowledge of the delivery process
E)to give the company a trial period to determine if the salesperson actually can lift heavy boxes
Q2) Amy Vandaveer sells knowledge and experience as well as advertising space.
A)True
B)False
Q3) Salespeople who can develop a sales proposal that contains specific information on return on investment are more likely to get a favorable response from key decision makers.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above.
Page 8
Chapter 7: Product-Selling Strategies That Add Value
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35110
Sample Questions
Q1) If you were a sales rep for this enriched grain,how would you position it to cattle farmers relative to traditional grain?
A)as a higher-priced product that would allow them to make greater profits
B)as a higher-priced product that is more socially responsible than feeding cattle traditional grain
C)as a luxury product
D)as a product that exceeds federal standards for cattle feed
E)as a product that stores well throughout the winter
Q2) There are five service-quality dimensions.Three of them include:
A)durability,reliability and responsiveness
B)standardization,reliability and empathy
C)durability,reliability and empathy
D)reliability,responsiveness and empathy
E)responsiveness,empathy,and durability
Q3) When is it NOT appropriate to use a low-price strategy?
A)when you have a transaction-focused buyer
B)when the buyer does not value quality
C)when the buyer is a high-involvement buyer
D)when the customer wants an"unbundled" product
E)when the buyer is a low-involvement buyer
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 8: The Buying Process and Buyer Behavior
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35111
Sample Questions
Q1) According to Abraham Maslow,self-fulfillment (a full tapping of one's potential)is achieved through satisfaction of which of the following needs?
A)esteem
B)social
C)safety and security
D)self-actualization
E)fullness
Q2) Where should the company consider selling the organizer/calendar instead of in baby boutiques that will hit working mothers with several children?
A)kiosks at airports so they can buy it while on business trips
B)on the internet so they can order from work and have it shipped to them
C)at the grocery store checkout aisle next to candy and batteries
D)from salespeople at big box retail baby stores
E)from lactation consultants during the first few weeks post-partum
Q3) List and describe the three types of consumer buying situations.
Q4) Buyer behavior is often influenced by perception.
A)True
B)False
Q5) List the steps in the typical buying process.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Developing and Qualifying a Prospect Base
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35112
Sample Questions
Q1) A downside to focusing too much effort on prospects with little potential is:
A)the pipeline may become hard to keep track of without CRM software
B)managers may assign some prospects to other salespeople
C)too little resources are available to focus on prospects with high potential
D)a salesperson may forget customers' names
E)sales commissions may max out the compensation plan
Q2) Persons skilled in networking have learned that it is a good idea to conduct business while networking.
A)True
B)False
Q3) A key concept in networking is to:
A)follow up with every person you make contact with
B)select who you will follow up with based on their usefulness
C)send an email to every contact
D)follow up on all emails with a phone call three days later
E)keep track of your contacts in CRM software
Q4) Many banks,investment firms,accounting firms and wine merchants use education ________ to generate new prospects.
Q5) The process of identifying prospects that should be contacted is called ________.
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Approaching the Customer With Adaptive Selling
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35113
Sample Questions
Q1) A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the:
A)referral approach
B)question approach
C)product demonstration approach
D)survey approach
E)premium approach
Q2) List and explain the steps in the Six-Step Presentation Plan.
Q3) The step in the Presentation Plan involving anticipating buyer concerns and using the win-win methods is the:
A)approach
B)presentation
C)demonstration
D)negotiation
E)close
Q4) CRM software can help salespeople plan better sales calls.
A)True
B)False
Page 12
Q5) List and explain the three prescriptions to developing a good presentation strategy.
To view all questions and flashcards with answers, click on the resource link above.
Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35114
Sample Questions
Q1) Which of the following is a survey question Jeannie could ask a boutique buyer?
A)Can we arrange delivery for next Wednesday?
B)Do the bigger guests buy the swimsuits you currently sell?
C)What are the shapes and sizes of the guests at the resort?
D)It's correct that the swimsuit lines you currently stock do not sell to larger or older customers?
E)What if we could give you a line to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?
Q2) Which of the following is a confirmation question Jeannie could ask a boutique buyer?
A)Can we arrange delivery for next Wednesday?
B)Do the bigger guests buy the swimsuits you currently sell?
C)What are the shapes and sizes of the guests at the resort?
D)It's correct that the swimsuit lines you currently stock do not sell to larger or older customers?
E)What if we could give you a line to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?
Q3) ________ ________ is the author of the book entitled Spin Selling.
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 12: Creating Value With the Consultative Demonstration
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35115
Sample Questions
Q1) Sight is considered the most powerful attention-attracting sense;therefore,it is the most important motivating force in every selling situation.
A)True
B)False
Q2) Why would Kevin Salazar bother to meet with the head of purchasing when the same head chose a competitor after the last presentation Kevin made?
A)The buyer is now social friends with Kevin's cousin,so they have a connection.
B)Kevin needs to meet a quota of presentations for the month.
C)The competition offers an inferior product.
D)The previous presentation must have been a failure.
E)Any number of things could have changed with the buyer's situation or needs.
Q3) Gary Eberle,owner of Eberle Winery,recognizes that the presentation of a quality wine should reach the prospect through the following senses:
A)taste,touch,and smell
B)touch,sight and feel
C)taste,touch and investment value
D)hearing,feel and spirit
E)taste,smell,sight and hearing
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 13: Negotiating Buyer Concerns
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35116
Sample Questions
Q1) Karyn's team has already uncovered the lab's needs during the consultative questioning stage of the presentation.Which of the following is true?
A)The team should practice debating features and benefits before the negotiation.
B)The team should continue to gather as much information on the lab and the lab's buying team as possible before the negotiation.
C)The team has already missed their best window of opportunity for negotiations.
D)The team should be more aggressive about offering discounts to achieve a fast close.
E)The team is more prepared than they need to be for the negotiation process.
Q2) Kelly has learned not to threaten to go with another supplier unless she is happy to do so.A seller who does not know this is in danger of:
A)offering Kelly advantageous terms the other supplier can't match
B)losing the deal by attempting to call Kelly's bluff
C)matching her price and closing the deal
D)lowering the price too much and losing the deal
E)undercutting the other supplier and winning the deal
Q3) List five common types of buyer concerns.
To view all questions and flashcards with answers, click on the resource link above.
Page 15
Chapter 14: Adapting the Close and Confirming the Partnership
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35117
Sample Questions
Q1) As a general rule,a salesperson should ask for the sale no more than three times.
A)True
B)False
Q2) Requirements posed by the customer may indicate readiness to buy.
A)True
B)False
Q3) A salesperson who says,"If you will sign the order today,I can guarantee delivery within five days," is using which of the following closing methods?
A)direct appeal
B)assumption
C)limited choice
D)summary-of-benefits
E)combination
Q4) When you are working on a large,complex sale you should try to achieve incremental commitment.
A)True
B)False
Q5) ________ selling cycles have become a fact of life in recent years.
To view all questions and flashcards with answers, click on the resource link above. Page 16
Chapter 15: Servicing the Sale and Building the Partnership
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35118
Sample Questions
Q1) One important reason for salespeople to make follow-up telephone calls to customers is:
A)company policy asks salespeople to make follow-up calls
B)sales managers cannot make all the calls themselves
C)the customer may place repeat orders during a phone call
D)customer service representatives cannot be trusted to make the calls
E)the customers are certain to have complaints and issues that need to be addressed
Q2) It is usually a good idea to demonstrate the suggested item.
A)True
B)False
Q3) Salespeople should do which of the following when product is delivered to customers?
A)Call the shipping agent to monitor delivery.
B)Supervise the installation process on site.
C)Offer training in the use or care of the product.
D)Change the price the customer needs to pay.
E)Unpack the product by hand.
Q4) The effort to sell better-quality products is known as ________.
Q5) Carl Sewell lives,eats,and breathes his obsession with ________ ________.
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35119
Sample Questions
Q1) The primary objective of a sales ________ and scheduling plan is to increase actual face-to-face selling.
Q2) Which of the following is a good way to manage stress?
A)Increase focus on your job tasks.
B)Work from home.
C)Maintain a realistic outlook to avoid disappointment.
D)Practice healthy emotional expression.
E)Run for cardio and lift weights for strengthening.
Q3) Because Victoria and the account manager she partners with are not in the same space but need to have access to the same information,it is vital that they both use: A)the same type of computer,so they can share files seamlessly
B)a webconferencing system that allows them to show each other files and documents
C)mobile phones that allow them to send and receive text messages instead of landlines that do not allow for text messaging
D)a computerized,internet-based CRM system that allows them both to enter and access information about their clients
E)the same email client so they can read emails from each other
To view all questions and flashcards with answers, click on the resource link above.
Page 18
Chapter 17: Management of the Sales Force
Available Study Resources on Quizplus for this Chatper
67 Verified Questions
67 Flashcards
Source URL: https://quizplus.com/quiz/35120
Sample Questions
Q1) Management sends Victor to a workshop about coaching employees to success.Victor learns new information in this workshop.He had thought he was helping employees increase their skills,but in this workshop he discovers that in order to help an employee increase their skills:
A)he must be able to appeal to the employee's emotional side
B)he must be able to execute those skills perfectly himself
C)the employee must have direct financial motivation for changing D)the employee must have the same communications style Victor has E)the employee needs to acknowledge that they need help and commit to improving their skills
Q2) Which of the following characteristics of a sales manager provides evidence of structure?
A)Policies and procedures are clearly defined.
B)Each salesperson is treated as an individual.
C)Efficient communication is given a high priority.
D)Members of the sales force receive regular recognition.
E)Salespeople are encouraged to solve their own problems
Q3) ________ ________ is an intrinsic reward that occurs when a duty or task is performed.
To view all questions and flashcards with answers, click on the resource link above.
Page 19