Ch 19

Front 1

A major disadvantage of personal selling is that it

Back 1

is very expensive per contact.

Front 2

The greatest amount of responsibility for providing customer satisfaction falls on the shoulders of

Back 2

salespeople.

Front 3

Sayyid’s company has launched a new product line, and he is put in charge of sales. He decides his first step will be to find potential customers in the company’s sales records. Sayyid is

Back 3

prospecting.

Front 4

Developing a list of potential customers is called

Back 4

prospecting.

Front 5

Advertising that encourages customers to send in reply cards for additional information aids salespeople in achieving which goal of personal selling?

Back 5

Finding prospects

Front 6

Before contacting prospects, a salesperson for an industrial cleaning equipment company analyzes information about the prospects' product needs, feelings about brands, and personal characteristics. This process is called

Back 6

preapproach.

Front 7

Garrett Almar tells a fellow buyer at Robins Wholesale Parts that the last salesperson who called on him before lunch was a real loser: “He has done a poor job of ___________. He didn't even know what brands we carry or what types of retailers we service!”

Back 7

preapproach

Front 8

The step of the personal selling process in which a salesperson contacts a potential customer is called

Back 8

the approach.

Front 9

Creating a favorable impression and developing rapport with prospective customers is a critical part of the ______ step of personal selling.

Back 9

approach

Front 10

The stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather information about the customer's needs and objectives, and build a rapport with the prospective customers is called

Back 10

making the presentation.

Front 11

During the personal selling process, a salesperson, if possible, should handle objections when

Back 11

they arise.

Front 12

The _____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.

Back 12

closing

Front 13

When a salesperson asks the customer to buy the product several times throughout the sales presentation in an effort to uncover hidden objections, it is called

Back 13

trial closing.

Front 14

During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, “Would you prefer black or stainless steel?” This is an example of a

Back 14

trial close.

Front 15

Cheyenne calls to see if her customer's new hardwood floors were installed correctly

Back 15

during the follow-up step.

Front 16

Creative selling, which requires that salespeople recognize a potential buyer's needs and then provide the prospect with the necessary information, is performed by

Back 16

order getters.

Front 17

A missionary salesperson is usually employed by

Back 17

a manufacturer.

Front 18

Which of the following involves building mutually beneficial long-term associations with a customer—usually a business customer—through regular communications over prolonged periods of time.

Back 18

Relationship selling

Front 19

Sales force objectives are generally established for

Back 19

the total sales force and for each salesperson.

Front 20

Which of the sales force compensation methods is easy to administer, yields more predictable selling expenses, and provides sales managers with a large degree of control over salespeople?

Back 20

Straight salary

Front 21

Jose Suarez has been hired as sales manager at a new firm and is trying to come up with a sales force compensation method. He would like to have selling expenses relate directly to sales resources, an aggressive sales force, and minimization of nonselling tasks. What compensation method(s) would best fulfill his requirements?

Back 21

Straight commission

Front 22

Jamba Juice offers its customers a stamp card that allows them to receive a free smoothie after they have filled an entire card. This is an example of a

Back 22

frequent-user incentive.

Front 23

Signs, counter pieces, racks, and self-service cartons are all forms of

Back 23

point-of-purchase displays.

Front 24

At one time, Wheaties offered two free golf balls with the purchase of a twin pack of Wheaties cereal featuring Tiger Woods. This is an example of a

Back 24

premium.