Chapter 20 Quiz

A small office supply company may have a person whose primary responsibility is to process routine orders, reorders, or rebuys of products for clients. This employee is known as a(n)

• sales manager.

• order getter.

• sales support rep.

• order taker.

• sales team.

Amaya, who works in sales for her firm, has learned about her customer during the prequalification stage, but now she must conduct additional research and develop plans for meeting her customer. In the past, she would have maintained this information manually, but today she is able to access such information through her company’s

• indirect marketing system.

• customer relationship management system.

• direct marketing system.

• B2B selling system.

• customer response management system.

Whether or not a salesperson will go through all five steps of the selling process depends on the sales situation and

• how the person was trained.

• the buyer’s readiness to purchase.

• the effectiveness of role-playing.

• the number of sales support personnel available.

• the use of sales representatives versus independent reps.

The internal monthly magazine and blog at the cosmetics firm Mary Kay serve as ________ for employees; the magazine and blog are outlets for not only selling advice but also company-wide recognition of individual salespeople’s accomplishments.

• salary increases

• financial rewards

• commissions

• nonfinancial rewards

• bonuses

For salespeople who practice ________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

• transactional selling

• sales support promotion

• delayed preapproach

• relationship selling

• role-playing

Jeanette recognizes that one of her roles as a company sales rep is to be the firm’s frontline emissary. As such, she strives to build strong relationships with customers and

• focus on the short term.

• disparage competitors’ offerings.

• take a long-term perspective.

• shift organizational control from production to marketing.

• use whatever means necessary to capture every possible sale.

When Parker was talking with his customer about the new accounting system, his customer mentioned that she thought the new system was not going to fit into their budget. Parker explained that once her people were trained on it, it would require less time to process orders, and therefore save her money in payroll. Which part of the sales presentation is demonstrated in this example?

• the preapproach

• generating and qualifying leads

• follow-up

• the presentation

• overcoming reservations

Brody knows that he needs to ask a series of questions early in his sales presentation, but he also knows that he

• should ask questions only if he already knows the answers.

• needs to listen carefully to the answers.

• should take control of the conversation.

• needs to first determine whether the customer is an order getter or order taker.

• should follow a strict structure with his questions.

The attitudes that Bettina’s customers develop after they have purchased her yearly lawn care service will become the basis for determining whether they renew each year. She needs to be ________, by quickly addressing any problems that occur.

• responsive

• tangible

• assuring

• empathic

• reliable

When Bella realized she didn’t have all of the technical information she needed to answer the customer’s questions, she made a call to her office. Who would be most likely to provide appropriate assistance?

• an order getter

• sales support personnel

• her sales manager

• an order taker

• another salesperson