C) Provide year-end bonuses to reward the sales force personnel who perform the best.

Transcription

1 Exam White Chemical Company is examining its selling strategy and one of the issues it believes needs attention is the role its sales staff has in undertaking sales support (non-selling) activities; yet it wants to keep the salespeople directed towards increasing sales for the next year. If you did NOT know which plan it presently uses, what advice would you give? A) Give a raise to every salesperson as a motivating tool. B) Provide a base salary and a commission on sales generated. C) Provide year-end bonuses to reward the sales force personnel who perform the best. D) Offer straight salaries and give raises if the sales go up. E) Offer straight commission and if sales improve, raise the commission rates.

2 2. At which stage in the personal selling process does a salesperson search for and qualify potential customers? A) prospecting B) preapproach C) introduction D) initial canvassing E) planning stage

3 3. Identifying the prospect's role in the buying center would be typically done at the stage of the personal selling process A) prospecting B) preapproach C) approach D) presentation E) closing

4 4. Excuses for not making a purchase commitment or decision are called: A) rationalizations. B) constraints. C) objections. D) refusals. E) qualifications.

5 5. The car salesman was overheard having the following conversation with a prospective customer: "What type of driving do you do? How many people will you usually have riding in your car? Maybe, you should look at vans instead of sedans." From this information, you should recognize the car salesman was using a: A) stimulus-response presentation. B) formula selling presentation. C) need-satisfaction presentation. D) persuasive selling presentation. E) canned sales presentation.

6 6. Three closing techniques are used when a salesperson believes a buyer is about ready to make a purchase. They are closes. A) assumptive, trial, and presumptive B) presumptive, trial, and final C) trial, assumptive, and urgency D) trial, final, and urgency E) assumptive, presumptive, and final

7 7. is the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision. A) Sales management B) Personal selling C) Sales promotion D) Transformational selling E) Marketing management

8 8. Which of the following does NOT have a type of sales job? A) salesclerk B) outside order taker C) order getter D) sales engineer E) account supervisor

9 9. Online consumers are called empowered consumers because: A) products and services purchased online often cost less than in a retail store. B) online shopping does not require that they fight traffic, find a parking space, walk long store aisles and wait in line at check-out. C) they are more informed and discerning shoppers. D) there are websites for almost any good or service they want. E) they can engage in an electronic dialogue with marketers.

10 10. is a process that automatically groups people with similar buying intentions, preferences, and behaviors and then predicts future purchases. A) Real-time e-commerce B) Connectivity C) Collaborative filtering D) Interactive marketing E) Seller personalization

11 11. Which of the online consumer lifestyle segments spends the most time online? A) ambivalent newbies B) click-and-mortar C) brand loyalists D) hooked, online, and single E) time-sensitive materialists

12 12. In terms of the customer experience, context is defined as the: A) website's ability to tailor itself to different users or to allow users to personalize the website. B) layout and design of the website. C) degree the website is linked to other websites. D) text, pictures, sound, and videos that the website contains. E) ways the website enables user-to-user communication.

13 13. Which of the following product categories is particularly well suited for electronic commerce? A) computers and computer accessories B) CDs, videos, and books C) travel reservations D) clothing and accessories E) all the above

14 14. In terms of the customer experience, content is defined as the: A) text, pictures, sound, and videos that the website contains. B) website's capabilities to enable commercial transactions. C) degree the website is linked to other websites. D) layout of the website. E) ways the website enables user-to-user communication.

15 15. In an online survey, La Senza, a Montreal-based apparel chain, asked women about their clothes. The query was part of an online survey designed to drive traffic to the company Web website, The survey asked participants several multiple-choice questions and used the answers to describe the participant's personality style. Contestants, who sent the survey to at least five friends and got them to enter it, were then entered in a drawing to win a $300 personalized lingerie wardrobe. Names and information gathered were put into a database for later marketing efforts. This survey is an example of: A) opt-out marketing. B) customerization. C) viral marketing. D) niche marketing. E) permission marketing.