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Exam 20: Personal Selling and Sales Management

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Question 61

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When Vonage decided to increase its sales of its voice over Internet protocol (VoIP) services to business customers rather than focusing only on consumers,it recognized that it needed information about how these buyers differed from its existing clients.Therefore,it purchased three firms that already function in business markets: Simple Signal,Telesphere Networks,and Vocalocity.Not only do those acquisitions provide it with customer data it can use in its preapproach planning,but they also provide introductions to potential business customers,leading Vonage to predict that it would be able to increase its B2B revenue by 40 percent.Vonage salespeople likely access all this information immediately and conveniently from the firm's

A) direct marketing system.
B) B2B selling system.
C) customer relationship management system.
D) customer response management system.
E) indirect marketing system.

F) D) and E)
G) C) and D)

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Question 62

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Galena is a new agent for a financial services company.She decides to join the local chamber of commerce,the local association of businesswomen,and the local chapter of the United Way organization.Galena is attempting to use __________ to generate leads.

A) current customers
B) networking
C) trade shows
D) the Internet
E) customer complaints

F) B) and E)
G) B) and D)

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Question 63

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What is the difference between an order getter and an order taker?

The process of salespeople creating blogs to draw customers in and generate leads is a process known as

The best way for sales managers to instill ethical behavior in the sales force is to

Alex has trouble closing sales with new customers but not with existing customers.What advice would you give Alex?

Mohinder sells small-business health insurance programs,working on straight commission.Closing the sale is an extremely stressful point in the selling process for him.If he does not close the sale,the most likely outcome will be

Managers and sales experts agree that certain personal traits are necessary to be a successful salesperson.All of the following traits are necessary except

The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year.He needs to convey ____________ by guaranteeing his work in writing.

Often the best way to handle customers' reservations is to relax,listen,and

Since Al's Auto Parts has had trouble with its windshield wiper manufacturer in the past,it is requesting a guarantee from the company before it will place another order.Which of the service quality dimensions is being addressed in this scenario?

Almost everyone is engaged in some form of selling.

The sales reward is more important than the way in which it is operationalized.

Personal selling is worth more than it costs to firms.

Warren is debating between spending the money needed to hire a sales force and using advertising and promotion to sell his products.What benefits of hiring a sales force will Warren weigh in his decision?

Why are nonfinancial rewards important?

Tabatha sells office networking systems.She is putting together a sales presentation for a new customer.What advice would you give Tabatha about making her sales presentation?

Miles worked selling products to industrial users,and spent most of his time working on customers' new buy and modified new buy situations.Miles was primarily a(n)

In the selling process,the saying "It ain't over till it's over" refers to the __________ stage of the process.

You are offered a sales position and given a choice of salary plus a small commission or straight commission.What are the advantages and disadvantages of each?