Question 1

Canam Canada specializes in the fabrication of steel joists,joist girders,steel deck,and Murox-high performance building systems that are used in the construction of commercial,industrial and institutional buildings.One of the largest steel joist fabricators in North America,Canam Canada offers value-added engineering support,architectural flexibility and customized solutions and services.Canam Canada uses team selling to focus on important customers so as to build mutually beneficially,long-term,cooperative relationships.It provides exceptional service by assigning teams of sales,service,and technical personnel to work exclusively with assigned customers.Canam's salesforce practices

Accepted Answer

A)  unique account management.
B)  key account management.
C)  specialty account management.
D)  one of a kind account management.
E)  consultative account management.F) C) and D)
G) A) and B)

Question 2

A sales quota contains goals,such as sales produced,accounts generated,profit achieved,and/or

Accepted Answer

A)  sales of specific products.
B)  new clients contacted.
C)  reports filed.
D)  complaints received.
E)  customer enquiries.F) None of the above
G) A) and E)

Question 3

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Accepted Answer

A)  inbound telemarketing
B)  outbound telemarketing
C)  outbound videoconferencing
D)  interactive marketing
E)  multichannel sellingF) B) and C)
G) A) and B)

Question 4

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation;and (3) salesforce evaluation.

Accepted Answer

A)  salesforce compensation
B)  sales plan formulation
C)  salesforce communication
D)  salesforce size determination
E)  salesforce trainingF) B) and D)
G) C) and D)

Question 5

Explain the difference between relationship selling and partnership selling.

Accepted Answer

Relationship selling is the practice of ...

Question 6

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Accepted Answer

A)  new sales,new lead generation,and customer billing.
B)  sales calls,selling expenses,and account management policies.
C)  selling expenses,profits generated,and account management policies.
D)  new lead generation,sales quotas,and sales increases over the previous evaluation period.
E)  recruitment,selection,and training of new sales representatives.F) B) and D)
G) B) and E)

Question 7

A __________ contains specific goals assigned to a salesperson,sales team,branch sales office,or sales district for a stated time period.

Accepted Answer

A)  sales call report
B)  selling expense report
C)  sales quota
D)  sales audit report
E)  salesforce planF) None of the above
G) A) and C)

Question 8

ABB is a Swiss-based manufacturer of industrial equipment with annual sales of $30 billion.At one time,its salesforce was organized by product: generators,boilers,transformers,and so forth.Each salesperson was an expert on the product line he or she sold.Then it adopted a customer organizational structure.Why might ABB have made this change?

Accepted Answer

The rationale for a customer organizatio...

Question 9

As a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in

Accepted Answer

A)  adaptive selling.
B)  suggestive selling.
C)  formula selling.
D)  consultative selling.
E)  relationship selling.F) B) and E)
G) B) and D)

Question 10

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career EXCEPT:

Accepted Answer

A)  motivation.
B)  compensation.
C)  team orientation.
D)  integrity.
E)  trust.F) A) and E)
G) All of the above

Question 11

There are six commonly used techniques to deal with objections: acknowledge and convert the objection;postpone;agree and neutralize;__________;denial;and ignore the objection.

Accepted Answer

A)  redirect the conversation
B)  defer to a supervisor
C)  probe by asking additional questions
D)  accept the objection
E)  distract by identifying competitor shortcomingsF) All of the above
G) A) and C)

Question 12

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes;and (3)

Accepted Answer

A)  play a key role in research and development.
B)  are the ultimate channel of distribution.
C)  provide the most valuable resource for segmenting and selecting target markets.
D)  are one of many people in a firm that contacts potential customers.
E)  may play a dominant role in a firm's marketing program.F) None of the above
G) C) and E)

Question 13

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."B" represents which account management policy?

Accepted Answer

A)  accounts that the firm should consider (1) replacing personal calls with telephone sales or direct mail to service accounts and (2) dropping account if unprofitable
B)  accounts may offer a good opportunity if the sales organization can overcome its weak position
C)  accounts that should emphasize a heavy sales organization position or shift resources to other accounts if a stronger sales organization position is impossible
D)  accounts that should receive a high level of sales calls and service to retain and possibly build accounts
E)  accounts that should receive moderate level of sales and service to maintain current position of sales organizationF) A) and B)
G) A) and E)

Exam 20: Personal Selling and Sales Management

Explain the difference between relationship selling and partnership selling.

Correct Answer
verified
Relationship selling is the practice of ...
View Answer

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career EXCEPT:

Correct Answer
verified

There are six commonly used techniques to deal with objections: acknowledge and convert the objection;postpone;agree and neutralize;__________;denial;and ignore the objection.

Correct Answer
verified

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation;and (3) salesforce evaluation.

Correct Answer
verified

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes;and (3)

Correct Answer
verified

A __________ contains specific goals assigned to a salesperson,sales team,branch sales office,or sales district for a stated time period.

Correct Answer
verified

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Correct Answer
verified

A sales quota contains goals,such as sales produced,accounts generated,profit achieved,and/or

Correct Answer
verified

Correct Answer
verified

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."B" represents which account management policy?

Correct Answer
verified

Exam 20: Personal Selling and Sales Management

Explain the difference between relationship selling and partnership selling.

Correct AnswerverifiedRelationship selling is the practice of ...View AnswerShow Answer

According to Lindsey Smith of GE Healthcare,all of the following are necessary for a successful sales career EXCEPT:

Correct AnswerverifiedShow Answer

There are six commonly used techniques to deal with objections: acknowledge and convert the objection;postpone;agree and neutralize;__________;denial;and ignore the objection.

Correct AnswerverifiedShow Answer

The use of toll-free telephone numbers that customers call to obtain information about products and make purchases is referred to as __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedThe rationale for a customer organizatio...View AnswerShow Answer

Sales management consists of three interrelated functions: (1) __________; (2) sales plan implementation;and (3) salesforce evaluation.

Correct AnswerverifiedShow Answer

Personal selling serves three major roles in a firm's overall marketing effort.Salespeople: (1) are the critical link between a firm and its customers; (2) are the company in consumers' eyes;and (3)

Correct AnswerverifiedShow Answer

A __________ contains specific goals assigned to a salesperson,sales team,branch sales office,or sales district for a stated time period.

Correct AnswerverifiedShow Answer

Quantitative assessments of sales performance may be based on input-related objectives set forth in the sales plan,such as those involving

Correct AnswerverifiedShow Answer

A sales quota contains goals,such as sales produced,accounts generated,profit achieved,and/or

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Consider Figure 20-7 above,which is an account management policy grid that groups customers according to the level of opportunity and the firm's competitive sales position."B" represents which account management policy?

Correct AnswerverifiedShow Answer

Correct Answer
verified
Relationship selling is the practice of ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The rationale for a customer organizatio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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