FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 16: Personal Selling and Customer Service

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 131

Multiple Choice

Review LaterAdd Note

Review Later

A straight salary

A) offers the most security for the salesperson.
B) includes some salary and some commission.
C) offers the most incentive.
D) is tied to results actually achieved.
E) is based on the specific sales or profit objective a salesperson is expected to achieve.

F) C) and E)
G) A) and B)

Correct Answer

verified

Show Answer

Question 132

True/False

Review LaterAdd Note

Review Later

Digital self-service lowers costs.

A) True
B) False

Correct Answer

verified

Show Answer

Question 133

True/False

Review LaterAdd Note

Prospecting involves following all the leads in the target market to identify potential customers.

Sales reps often must plan whole marketing strategies for their own geographic territories.

Use this information for question that refer to the "Salespeople" case. Wilson Alvaro graduated with a marketing degree almost a year ago.Like many of his friends,he took a job in sales and really enjoys it.A description of Wilson's job and those of some of his friends are noted below. Wilson Alvaro loves biking and has his dream job.He works for a wholesale company that sells mountain bikes for a manufacturer.He works with a small group of people who call on the buying offices for two large retail chains,Wal-Mart and Toys R Us.The group includes a finance person and a production person,and they all work together to meet the specific needs of these two big accounts; for example,sometimes they recommend a model of bike that will be available from only that retailer's stores.However,Wilson's main job focuses on building relationships and solving customer problems.Only occasionally is he expected to try to persuade the retailers to buy more bikes. Amy Bowden sells life insurance.She calls on new parents and persuades them to buy insurance products.It is difficult for a manager to control Amy's work,but she has incentive to work hard because her job security and income depend on getting sales.She is a confident self-starter,so she likes it that way. Ben Peterson works for a fashionable men's clothing store.He enjoys spending time with customers who come in,learning about their fashion needs,and helping them pick clothes that really work for them.While the store manager can easily observe and direct Ben's activities,the manager wants Ben to have the incentive to increase customer purchases and satisfaction. Emily Winters handles inside sales for a major industrial distributor.She deals with a regular set of established customers,most of whom know what they want.Emily talks to them on the phone and answers questions about products,delivery time,and pricing.She sometimes works with outside sales reps who visit customers and help introduce new products.Emily is the first person her customers call when there's a problem with a purchase,so she spends a lot of time dealing with customer problems.As an inside salesperson,Emily's work is easily supervised by a sales manager - and she has little influence on how much her customers buy. Melissa Tran works for a company that sells paper products (like napkins,paper towels,and paper plates) primarily through small independent grocers.Most of the grocers are regular customers,but sometimes she makes cold calls to new grocery stores.Melissa's job is to develop goodwill and try to increase sales.For example,she often sets up special promotional displays in stores.Her compensation plan gives her income security,but she also can receive a bonus for sales growth in her territory. Charlie Riggs is a telemarketer for an Internet service provider.He calls people on a list provided by his firm and tries to sign them up for Internet service.Charlie relies heavily on a presentation he learned during his training.Charlie is very good at what he does and loves that the more success he has the more he earns. Which salesperson probably does the most prospecting?

Which of the following statements relating to sales quotas is FALSE?

A customer service rep's main job is to

An order-taking sales rep would be MOST appropriate for a producer of

DrainClear Plumbing Supply has found that an effective salesperson should call on each account about four times a year and spend about three hours per sales call.Every salesperson at DrainClear works a 40-hour week and takes off two weeks for vacation each year.A salesperson must spend one quarter of the time on travel and administration.Approximately how many salespeople does DrainClear need to service 1000 accounts?

About 10 percent of the total U.S.labor force is in sales work.

For an order-getter,which of the following steps in the personal selling process usually occurs first?

Dell sells custom-made computer systems.Besides order getters,Dell probably uses:

Which of the following is NOT one of the basic sales tasks?

New hardware and software available to salespeople ________.

Once the compensation level for a producer's salespeople has been set,the particular METHOD of payment depends on the

Customer service reps

Homogeneous shopping products need order getters more than heterogeneous shopping products.

A firm's sales training should cover

Although the salesperson's job may change constantly,there are three basic sales tasks.

A salesperson who aggressively seeks out possible buyers with a well-organized sales presentation designed to sell a product is a missionary sales rep.