Font size
WorksheetsSales Management Quiz
Total questions: 86
Worksheet time: 2hrs 38mins
Personal selling is the most expensive marketing communications tool that most organizations use.
TRUE
FALSE
The sales force is usually a firm's most direct link with the customer.
TRUE
FALSE
A focus on relationship selling usually increases the number of vendors a company does business with.
TRUE
FALSE
Today it is common for sales managers to direct rather than mentor sales people.
TRUE
FALSE
The sales manager of the future is more likely to be a coach or a team leader rather than an authoritative figure isolated in the upper reaches of a corporate hierarchy.
TRUE
FALSE
The building of relationships between buyers and sellers requires a much greater emphasis on ethics than was expected with transactional exchanges.
TRUE
FALSE
Selling skills and requirements vary due to the consistency of the buying process and constant level of product complexity.
TRUE
FALSE
The five broad categories that make up the external environment are (1) economic, (2) social and cultural, (3) legal, political and ethical, (4) natural and (5) technical.
TRUE
FALSE
A company's distribution system is part of its external economic environment.
TRUE
FALSE
Antitrust laws are aimed primarily at preserving and enhancing competition among firms in an industry.
TRUE
FALSE
The most obvious impact of the technical environment on marketing is the ability to create and maintain huge customer databases.
TRUE
FALSE
Ethics is more reactive than the law.
TRUE
FALSE
Many selling situations that involve ethical issues are not addressed by management directives.
TRUE
FALSE
The most effective way for management to influence the ethical performance of their salespeople is to develop a comprehensive ethical policy.
TRUE
FALSE
The development of a sales program actually begins with top management's specification of a mission statement.
TRUE
FALSE
Mergers often take place so that the purchased companies can obtain the financial resources necessary to realize their full potential in the marketplace.
TRUE
FALSE
Discontinuous changes are environmental changes so different from what has been experienced before that firms must take drastic strategic action in order to be successful.
TRUE
FALSE
An integrated marketing strategy is one part of a firm's sales program.
TRUE
FALSE
Which of the following statements about sales force management is true?
The sales force is the firm's most direct link to the customer
The statement, 'The world will beat a path to your door if you build a better mousetrap,' reflects how business operates today
As organizations implement the marketing concept, they soon realize how important it is to be sales-oriented
Personal selling is usually less expensive than advertising
Sales management is no different from any other kind of management
Which of the following statements about the sales force in the 21st century is true?
Sales managers will use a hands-off approach and let the professional salesperson be his or her own boss
Transactional exchanges no longer occur
Sales management must be smart and nimble and provide technology-centered solutions to support the sales effort
Salespeople make little use of the Internet because they realize the importance of the personal touch
All of the above statements about the sales force in the 21st century are true
Sales force managers are confronted with many new issues in the 21st century including
Creating more nimble sales force organization
Building long-term relationships with customers
Gaining greater commitment from salespeople
Leveraging available technology
All of the above
The difference between transactional selling and relationship selling is
In transaction, selling buyers must pay cash
In relationship selling, buyers and sellers must be related
In transaction selling, sellers provide greater service
In relationship selling, sellers work to provide value to their customers
In transaction selling, the transaction is the beginning of a relationship
The movement toward relationship selling causes most firms to
Increase the size of the sales force
Reduce the number of vendors they do business with
Focus on maximizing sales
Increase the cost of value management
Solicit new sources of supply rather than from existing sources
Which of the following is NOT one of the technology tools used by most salespeople?
Electronic data interchange
Efficient consumer response systems
Synchronized customer solicitations
Customer relationship management
The Internet
In the twenty-first century, sales leaders are
Controlling rather than communicate with personnel
Becoming a coach instead of a supervisor
Empowering sales managers to make decision
Centralizing control as bosses
Directing sales people to achieve the defined goals
Alex is the new sales manager for FDP pet vitamins. He quickly recognizes his sales force does not have a global focus. To help motivate his staff toward expanding globally he points out
Today, customers can communicate worldwide
There are significant growth opportunities outside the domestic market
Their customers are global
All of the above
None of the above
A sucker may be born every minute, but if your business depends on repeat business and word-of-mouth advertising
Transactional sales will work best
Relationship selling will conflict with ethical standards
High ethical standards are required
Sales managers will need to control all aspects of the sales process
Static sales strategies will work best
Brenda is the newly appointed sales manager for Beta Business Products. She knows sales force management is a dynamic process and therefore
Arranges her office to facilitate leadership
Studies her firm's environmental circumstances including both internal and external environments
Solicits business from old contacts as a first priority
Sells senior management on the idea of leaving the sales force alone
Offers bonuses to salespeople who meet their goals
Sales management is a multi-step interrelated process. Which step is concerned with selecting appropriate sales personnel and designing and implementing policies and procedures that will direct their efforts towards the desired objectives?
The organizing stage of the sales program
The implementation stage of the sales program
The evaluation and control of sales force performance
The formulation of the strategic sales program
All of the above processes are involved with selecting appropriate sales personnel and designing and implementing policies and procedures that will direct their efforts toward the desired objectives
Sales management is a multi-step interrelated process. Which step is concerned with environmental factors and attempts to organize the overall selling efforts as well as integrate them with other elements of the firm's marketing strategy?
The organizing stage of the sales program
The implementation stage of the sales program
The evaluation and control of sales force program
The formulation of the sales program
All of the above processes are concerned with environmental factors and attempt to organize the overall selling efforts as well as integrate them with other elements of the firm's marketing strategy
Microsoft's bundling of personal computer operating systems with its Web browser is an example of
An environmental force that can constrain other organization's ability to pursue certain marketing strategies or activities
Environmental variables and changes in those variables over time, helping to determine the ultimate success or failure of marketing strategies
Changes in the environment creating new marketing opportunities for an organization
Environmental variables affected or changed by marketing activities
None of the above
Anti-obesity promotions by the government and other health organizations is an example of
An environmental force that can constrain other organization's ability to pursue certain marketing strategies or activities
Environmental variables and changes in those variables over time, helping to determine the ultimate success or failure of marketing strategies
Changes in the environment creating new marketing opportunities for an organization
Environmental variables affected or changed by marketing activities
None of the above
Voice over Internet Protocol (VoIP) a technology allowing telephone calls using the Internet is an example of:
An environmental force that can constrain other organization's ability to pursue certain marketing strategies or activities
Environmental variables and changes in those variables over time, helping to determine the ultimate success or failure of marketing strategies
Changes in the environment creating new marketing opportunities for an organization
Environmental variables affected or changed by marketing activities
None of the above
Voice over Internet Protocol (VoIP) a technology allowing telephone calls using the Internet is an example of:
An environmental force that can constrain other organization's ability to pursue certain marketing strategies or activities
Environmental variables and changes in those variables over time, helping to determine the ultimate success or failure of marketing strategies
Changes in the environment creating new marketing opportunities for an organization
Environmental variables affected or changed by marketing activities
None of the above
The increasing number of Spanish-speaking consumers in many areas of the United States is an example of
An environmental force that can constrain other organization's ability to pursue certain marketing strategies or activities
Environmental variables and changes in those variables over time, helping to determine the ultimate success or failure of marketing strategies
Changes in the environment creating new marketing opportunities for an organization
Environmental variables affected or changed by marketing activities
None of the above
Gwen, a sales manager for Delicious Diets, knows it is important to
Monitor the marketing environment
Predict how the environment might change
Develop strategies for changing marketing environments
Create plans for the sales function suited to environmental conditions
All of the above
Which of the following is NOT part of the external environment for a manufacturer of custom-made office furniture?
A study on ergonomics by an engineering group
The major distributor of wood veneers it uses in making its furniture
The workers who craft the furniture to buyer specification
A railway strike
A competitor that makes similar-looking products with less expensive materials
Which of the following statements about sales programs and performance is true?
The sales manager must adapt his or her strategies to the existing environment rather than trying to make the environment fit the strategies
The sales program is the one part of the marketing strategy that seldom needs changing
Management should not engage in planning for organizations that operate in volatile environments because their plans would have to be revised or even scrapped frequently
Factors in the internal and external environment can have a strong influence on strategic plans, but not on strategic implementation
Changes in an organization's marketing strategy are unlikely to have any impact on its sales program
As more and more countries reduce barriers to trade, a sales manager's _________ environment is changing rapidly.
Natural
Technological
Social and cultural
Economic
Legal and political
The potential demand for a product within a country depends on that country's
Economic growth rate
Unemployment rate
Inflation rate
Disposable income
All of the above
Karen is studying the potential for selling her company's products in China. As part of her analysis, she is assessing the number, types and availability of wholesalers and retailers. Karen is studying the country's
Natural conditions
Technological feasibility
Social and cultural norms
Distribution structure
Legal and political constraints
Jorge finds he has lost out to his major competitor on three recent contracts. Through his customers, he learns his competitor has cut prices and lowered financing costs. Jorge is observing a change in his _____________ environment.
Economic
Technological
Social and cultural
Natural
Legal and political
Which of the following is part of the external environment for a distributor of aquariums and everything needed to set up aquariums including tropical fish and plants?
Employees who care for the fish before they are sold to retailers
Competitors who carry the same aquarium equipment
The financial resources needed to create the proper environment for breeding the fish
The participative organizational culture the distributor has
The distributor's privately-owned warehouse for storing the aquarium equipment
Which of the following is NOT a part of a consumer products manufacturer's external economic environment?
The existing channels of distribution in the industry
The number of companies competing in that industry
Society's beliefs about savings and spending
Unemployment in the area where the manufacturing plant is located
Nationwide inflation
Which of the following types of laws is most important to managers of sales programs?
Real estate
Civil liberties
Consumer protection
Criminal
All are important to sales programs
Antitrust laws:
Restrict marketing activities that would reduce competition
Set standards of quality for specific products
Allow consumers to cancel contracts signed with door-to-door salespeople within a limited number of days after signing the contract
Prohibit unfair or deceptive packaging
Do not apply to companies that sell to the consumer market
The Robinson-Patman Act deals with:
Tying contracts
Discriminatory prices or services
Reciprocal dealing arrangements
Unfair or deceptive packaging
Price-fixing among competing firms
State (a) laws allow consumers to cancel contracts signed with door-to-door salespeople within a limited number of days after agreeing to such contracts.
After purchasing a car from a dealership, Martin is told by the dealership that the interest rate will be higher than what he has agreed to when he bought the car. The dealership has probably violated ______________ laws.
One of your customers suggests "I'll buy from you if you buy from me". This could be a violation of (a) laws.
Which of the following statements about the legal-political environment is true?
The two broad categories of laws that are particularly relevant to salespeople are Federal Trade Commission regulations and state cooling-off laws
Antitrust laws have no impact on sales activities
The number of laws regulating personal selling and all other aspects of conducting business have decreased dramatically over the last three decades
A salesperson's claim that the refrigeration unit he was selling would keep food cold even if the electric power was off for six days could have legal consequences, but not ethical, because the salesperson was simply trying to make a sales when he made that statement
Many salespeople are unaware that they assume legal obligations every time they approach a customer
Mike, a sales rep for a major computer software company, knows his company does not plan to maintain updates for the software. When selling the software package to customers he implies the company will continue to support the software. Mike could create a _________________ legal problem.
Equal employment opportunity legislation:
A few years ago, when Internet sales took off, the major automobile manufacturers had to decide whether they would sell directly or through their dealership network. In this situation a change in the industry's (a) environment created a potential change in sales strategy.
Sales force ethics is considered to be a part of the _____ environment of organizations.
Which of the following statements about ethics and business is true?
The difference between a law and ethics is best described by
In developing ethical standards for your company, you attempt to anticipate actions that would or could be harmful to consumers or the organization. For your company, ethics is
Consistent with legal standards
More proactive than the law
Responding to negative consequences of past actions
A formal statement of legal requirements
All of the above
John, the sales manager for a building materials company, knows the customers in one profitable sales territory, are particularly hostile to women sales reps. John faces an ethical dilemma primarily in the area of:
Determining compensation and incentives
Equal treatment in hiring and promotion
Respect for individuals in supervisory and training programs
Fairness in the design of sales territories
Fairness in the assignment of sales territories
Sarah and Steve are sales reps for a major pharmaceutical company in the same geographic area. Sarah calls on private practice physicians, while Steve calls on hospital groups. Their sales manager would likely have an ethical dilemma in the area of:
Determining compensation and incentives
Equal treatment in hiring and promotion
Respect for individuals in supervisory and training programs
Fairness in the design of sales territories
Fairness in the assignment of sales territories
The most effective way for sales managers to influence the ethical performance of their salespeople is
To have a formal policy
Provide clear guidelines
Communicate policies clearly
Lead by example
Punish unethical performance
Which of the following is an example of the external natural environment for a manufacturer of metal lawn furniture?
A longer than usual distribution channel due to a rail strike
Consumer trend toward treating gardens like another room
The popularity of metal lawn furniture that looks vintage rather than newly bought
A flood at the manufacturer's main warehouse
Inflationary pricing by competitors
After a major hurricane, a building products company rationed its supply of roofing materials among its major customers. This is an example of
Internal environmental control
External environmental control
Demarketing
Transactional selling
Discontinuous change
Many firms use environmental scanning to assess their external environment. Environmental scanning should be used to
Respond to current crises
Identify future threats and opportunities
Determine personnel performance
Allocate financial resources
Assist with service delivery
When developing the sales program for her university, Yesenia recognized in the short run, her program
Must fit within the organizational situation and limitations
Should push the envelope of institutional selling
Must include an analysis of long-term threats
Should emphasize possibilities rather than current conditions
Should maximize short run revenues
Dominique, the new national sales manager is learning about the internal organizational environment in her company. She will learn about all of the following EXCEPT
Human resources
Financial resources
Service capabilities
Social and cultural environment
Research and development activities
Brendan is a new sales rep and is learning about his company's corporate culture. He will try to learn about the company's
Financial condition
Service capabilities
History
Research and development efforts
Technological capacity
Much of what drives ethical behavior in sales organizations is the overall culture of the firm and
Service capabilities
Technological support
Supply chain management strategies
The tone set by upper management
The external environment
Which of the following questions addresses the internal organizational issue of supply chain capabilities?
Can we afford to do this?
Will we meet Wal-Mart's delivery deadline?
What will senior management think?
When will the new product line be developed?
All of the above are supply chain capability questions
Discontinuous changes force companies to
Lower their prices
Take drastic strategies in order to be successful
Expand long-term research and development capabilities
Implement an integrated sales strategy into the corporate culture
Move from relationship to transactional selling
Briefly discuss the three 'new-age' themes of sales management in the 21st century.
What technologies, other than the Internet, are being widely used in sales force communication?
The sales management process involves what three interrelated sets of decisions or processes?
What are the three categories of laws that are particularly relevant to sales programs?
Equal employment opportunity laws make it unlawful to discriminate against a person in hiring or promotion based on what factors?
How is ethics different from laws?
What are the major demographic trends in the United States affecting selling?
What two sets of ethical dilemmas are of particular concern to sales managers?
What is the most effective way for management to influence the ethical performance of their salespeople?
What is demarketing?
What six variables make up a firm's internal organizational environment?
Discuss the issues forcing sales organizations to reinvent themselves in the 21st century.
How is sales leadership different from sales management?
Assume you are the sales manager for your college or university (at universities sales management is often part of admissions, recruitment and development departments). Describe existing or plausible changes in the school's external environment including at least one possible change for each of the five categories of external factors.
How are changes in technology affecting salespeople and sales management?
Assume you are the sales manager for your college or university (at universities sales management is often part of admissions, recruitment and development departments).
