Sales Management
Exam Answer Key
Course Introduction
Sales Management explores the principles, strategies, and techniques involved in leading and directing a sales force to achieve organizational goals. The course covers topics such as recruitment and training of sales personnel, sales planning and forecasting, territory management, motivation and compensation strategies, and performance evaluation. Emphasis is placed on understanding customer relationships, analyzing sales data, and applying ethical decision-making in the management of sales operations. Through case studies and practical exercises, students gain skills necessary to effectively manage and motivate sales teams in a dynamic business environment.
Recommended Textbook
CB4 4th Edition by Barry
J. Babin
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16 Chapters
2151 Verified Questions
2151 Flashcards
Source URL: https://quizplus.com/study-set/1132
Page 2
Chapter 1: What Is CB and Why Should I Care
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22225
Sample Questions
Q1) An ethnographic approach to studying consumers often involves analyzing the artifacts associated with consumption.
A)True
B)False
Answer: True
Q2) While consumer behavior refers to human thought and action, it is not considered a field of study.
A)True
B)False
Answer: False
Q3) John is a psychologist and analyzes the thoughts, feeling and behaviors that people have as they interact with other people in groups. John is a _____.
A) qualitative psychologist
B) group psychologist
C) quantitative psychologist
D) cognitive psychologist
E) social psychologist
Answer: E
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Chapter 2: Value and the Consumer Behavior Value Framework
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121 Verified Questions
121 Flashcards
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Sample Questions
Q1) Value is a personal assessment of the net worth obtained from an activity. A)True
B)False
Answer: True
Q2) The best strategic focus should be centered on the products offered.
A)True
B)False
Answer: False
Q3) _____ is the separation of a market into groups based on the different demand curves associated with each group.
A) Market zoning
B) Market augmentation
C) Market positioning
D) Market segmentation
E) Market selection
Answer: D
Q4) Marketing tactics include price, promotion, product, and distribution decisions.
A)True
B)False
Answer: True
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Chapter 3: Consumer Learning Starts Here: Perception
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135 Verified Questions
135 Flashcards
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Sample Questions
Q1) Implicit memory creates _____ effects, which is learning that is developed in the absence of attention.
A) subliminal
B) mere exposure
C) preattentive
D) just noticeable
E) secondary
Answer: C
Q2) Product placements involve branded products being shown or mentioned in movies or television shows.
A)True
B)False
Answer: True
Q3) Comprehension refers to a consumer's awareness and interpretation of reality.
A)True
B)False
Answer: False
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Page 5
Chapter 4: Comprehension, Memory, and Cognitive Learning
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151 Verified Questions
151 Flashcards
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Sample Questions
Q1) A television commercial shows a car driving on a curvy road. The camera pans out to show the car zooming around the curves and then zooms in to show both the exterior and the interior of the car close up. In terms of message characteristics influencing comprehension, the car represents the _____ in the advertisement.
A) ground
B) focal point
C) figure
D) source
E) primary element
Q2) Contexting is the term that captures the idea that the same information can take on different meanings based on the way in which the information is presented.
A)True
B)False
Q3) Which of the following can expand the capacity of the workbench memory?
A) time
B) involvement
C) the number of units of information
D) dual coding
E) meaningful encoding
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Chapter 5: Motivation and Emotion: Driving Consumer Behavior
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135 Verified Questions
135 Flashcards
Source URL: https://quizplus.com/quiz/22229
Sample Questions
Q1) Most consumers have vivid memories of meaningful events in their lives. These are called _____.
A) emotional memories
B) self-actualization memories
C) autobiographical memories
D) mood-congruent memories
E) nostalgic memories
Q2) Jim considers himself a wine connoisseur. He reads Wine Spectator, visits wine shops for hours, and loves to talk to the sommelier at fine restaurants. Jim is best described as a _____.
A) product zealot
B) product spokesperson
C) product enthusiast
D) product expert
E) product influencer
Q3) Self-report measures of emotion usually require consumers to recall their affect state from a recent experience or to state the affect they are feeling at a given point in time.
A)True
B)False
Page 7
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Chapter 6: Personality, Lifestyles, and the Self-Concept
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145 Verified Questions
145 Flashcards
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Sample Questions
Q1) Which self-concept refers to how a consumer would like to perceive himself?
A) actual self
B) possible self
C) ideal self
D) extended self
E) social self
Q2) According to the psychoanalytic approach to personality, the ego focuses on hedonic value.
A)True
B)False
Q3) Name and describe five of the several traits examined in consumer research that describe you and how they influence your consumption behavior.
Q4) Name and describe the eight VALS groups and discuss which one best describes you.
Q5) Conspicuous consumption represents the tendency for a consumer to engage in bargaining behaviors when making purchases.
A)True
B)False
Q6) Explain self-congruency theory and its relevance to consumer behavior.
Page 8
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Chapter 7: Attitudes and Attitude Change
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140 Verified Questions
140 Flashcards
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Sample Questions
Q1) All of the following have been found to be true regarding humor appeals EXCEPT
A) humor is most effective when it doesn't relate to the product being advertised
B) humorous ads can attract attention
C) humorous ads can create a positive mood
D) the overall effectiveness of a humorous ad depends on the characteristics of both the individual consumer and the advertisement
E) the initial attitude that a consumer has regarding the product plays an important role in how a humorous ad will impact his or her attitude of the product
Q2) According to the functional theory of attitudes, which function of consumer attitudes works as a defensive mechanism for consumers?
A) utilitarian function
B) value-expressive function
C) ego-defensive function
D) personal function
E) shielding function
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9
Chapter 8: Consumer Culture
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22232
Sample Questions
Q1) Role expectations for a given role, such as a student or service provider, appear to be universal across cultures.
A)True
B)False
Q2) A researcher is interested in conducting a survey in the United States and in Brazil, but she wants each survey to be in each country's native language. So she hires a graduate student from Brazil to translate the survey into Portuguese and hires another one to translate it back into English to ensure that the two surveys share the same meaning. Using this technique, called back translation, helps researchers ensure _____.
A) translational equivalence
B) metric equivalence
C) nonverbal communication
D) verbal communication
E) verbal congruency
Q3) Modeling is a form of observational learning.
A)True
B)False
Q4) Explain the concept of glocalization and give and example of how marketers can apply it.
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Chapter 9: Microcultures
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120 Verified Questions
120 Flashcards
Source URL: https://quizplus.com/quiz/22233
Sample Questions
Q1) Which generation was born before 1946 and had their lives and values shaped very much by World War II?
A) Greatest Generation
B) Baby Boomers
C) Generation X
D) Millennials
E) Old-timers
Q2) When a consumer faces a situation involving conflicting expectations based on cultural expectations, he or she is experiencing role conflict.
A)True
B)False
Q3) Generation X was born between 1982 and 1995.
A)True
B)False
Q4) A retrosexual male tends to focus on fashion, self-indulgence, shopping, and the blurring of traditional male/female stereotypes.
A)True
B)False
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Page 11
Chapter 10: Group and Interpersonal Influence
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153 Verified Questions
153 Flashcards
Source URL: https://quizplus.com/quiz/22234
Sample Questions
Q1) Value-expressive group influence can influence consumer behavior because
A) a consumer conforms to avoid punishment
B) a consumer conforms to receive a reward
C) it provides referent power to the consumer
D) it provides social status to a consumer
E) a consumer internalizes a group's values
Q2) Young adults who graduate from college and move back home with their parents are referred to as Baby Boomers.
A)True
B)False
Q3) Connor is preparing to take the Certified Public Accounts (CPA) exam. He has spent five years in college and now wants to be accepted into this group of professional accountants. For Connor, CPA's represent which type of group?
A) primary group
B) aspirational group
C) associative group
D) ideal group
E) professional group
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Page 12
Chapter 11: Consumers in Situations
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128 Verified Questions
128 Flashcards
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Sample Questions
Q1) A physical store is necessary for shopping to take place.
A)True
B)False
Q2) Impulsive consumer acts are characterized by situational memory, utilitarian orientation, and spontaneity.
A)True
B)False
Q3) Personal shopping value (PSV) is the overall objective worth of a shopping activity considering all associated costs and benefits.
A)True
B)False
Q4) The term _____ is sometimes used to refer to the physical environment in which consumer services are performed.
A) functional quality
B) affective quality
C) service quality
D) atmospherics
E) servicescape
Q5) Compare and contrast impulsive, unplanned, and compulsive shopping behaviors.
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Chapter 12: Decision Making I: Need Recognition and Search
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127 Verified Questions
127 Flashcards
Source URL: https://quizplus.com/quiz/22236
Sample Questions
Q1) All of the following are decision-making approaches EXCEPT _____.
A) rational decision making
B) limited decision making
C) extended decision making
D) habitual decision making
E) all of these choices are decision making approaches
Q2) _____ includes the retrieval of knowledge about products, services, and experiences that is stored in memory.
A) Internal search
B) Initial search
C) Consideration search
D) Ongoing search
E) Inward search
Q3) A product's price is a piece of information.
A)True
B)False
Q4) When consumers engage in extended decision making, information primarily comes from external sources.
A)True
B)False
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Chapter 13: Decision Making Ii: Alternative Evaluation and Choice
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117 Verified Questions
117 Flashcards
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Sample Questions
Q1) Evaluations are generally more relevant and meaningful at the superordinate levels of product categories.
A)True
B)False
Q2) Which type of decision rule allows consumers to select products that may perform poorly on one attribute by compensating for the poor performance by good performance on another attribute?
A) compensatory rule
B) compromise-based rule
C) superordinate rule
D) subordinate rule
E) primary rule
Q3) What are product categories? Give an example of superordinate and subordinate product categories.
Q4) _____ attributes are visually apparent and easily recognizable.
A) Objective
B) Perceptual
C) Underlying
D) Primary
E) Determinant
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Chapter 14: Consumption to Satisfaction
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22238
Sample Questions
Q1) All services are nondurable goods.
A)True
B)False
Q2) Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.
A)True
B)False
Q3) Refer to Louis Vuitton Scenario. After spending so much money for her handbag, Carla wanted her friends and family to know that this was a real Louis Vuitton handbag. Which of the following was important to Carla?
A) meaning transference
B) positive confirmation
C) authenticity
D) positive reinforcement
E) positive disconfirmation
Q4) Desired expectations are expectations about what a consumer really wants to happen during an experience if everything was ideal.
A)True
B)False
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Chapter 15: Consumer Relationships
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) A consumer who yells, insults, and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____.
A) retaliatory revenge
B) rancorous revenge
C) negative public publicity
D) viscous revenge
E) negative word-of-mouth
Q2) The best course of action to handle negative public publicity is to do nothing because the news will eventually go away.
A)True
B)False
Q3) Matt found out that he would have to pay a $450 initial fee to switch service providers for his home security system. The $450 is an example of which type of switching cost?
A) procedural switching costs
B) transactional switching costs
C) financial switching costs
D) separation switching costs
E) induction switching costs
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Page 17
Chapter 16: Consumer and Marketing Misbehavior
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198 Verified Questions
198 Flashcards
Source URL: https://quizplus.com/quiz/22240
Sample Questions
Q1) A situation whereby an injured consumer attempts to show that a firm could foresee a potential injury might occur and then decided not to act on that knowledge is referred to as _____.
A) absolute liability
B) strict liability
C) noncompensatory liability
D) compensatory liability
E) negligence
Q2) _____ are personal standards and beliefs that are used to guide individual action.
A) Norms
B) Morals
C) Statutes
D) Altruistic beliefs
E) Prescriptives
Q3) Corporate social responsibility activities fall into one of three categories: ethical duties, altruistic duties, and strategic initiatives.
A)True
B)False
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