Sales Management Exam Solutions
Course Introduction
Sales Management explores the principles and practices essential for leading and coordinating a professional sales force within an organization. The course covers topics such as sales planning, recruitment and training of sales personnel, compensation and motivation strategies, sales forecasting, territory management, and performance evaluation. Through real-world case studies and practical exercises, students gain insight into building effective sales teams, managing customer relationships, and adapting sales strategies in dynamic market environments. Students will also learn about the latest technologies and trends impacting sales management, equipping them with the skills necessary to drive revenue growth and sustain competitive advantage.
Recommended Textbook
Relationship Selling 3rd Edition by Mark Johnston
14 Chapters
Verified Questions 1048 Flashcards
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Page 2
Chapter 1: Introduction to Relationship Selling
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Sample Questions
Q1) Another name for problem-solving selling is solution selling.
A)True
B)False
Answer: True
Q2) __________ plays a major role in using information to manage customer relationships.
A)Persuasion.
B)Technology
C)Communication
D)Persuasive communication Answer: B
Q3) During one of the recent housing booms,materials became quite scarce holding back completion of multi-million dollar projects.Building material supply companies had to manage:
A)External environmental marketing.
B)Lifetime value representation.
C)Demarketing.
D)Consumer expectancy management.
Answer: C
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Page 3
Chapter 2: Using Information to Understand Sellers and Buyers
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Sample Questions
Q1) Which of the following stages comes after the other choices in organizational buying decision stages?
A)Evaluation of proposals and selection of suppliers.
B)Determination and description of the traits and quality of needed items.
C)Search for and qualification of potential suppliers.
D)Selection of an order routine.
Answer: D
Q2) Some components of job variety in sales include:
A)Changing internal and external environments.
B)Different customer needs and problems.
C)Creative problem-solving.
D)All of the choices are correct.
Answer: D
Q3) Because of the negative image,sales people need to:
A)Prove their value to society.
B)Offer discounts.
C)Speak more slowly.
D)Use adaptive selling.
Answer: A
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Chapter 3: Value Creation in Buyer-Seller Relationships
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Sample Questions
Q1) Southwest Airlines is famous for selling based on: A)Promotion.
B)Strategic partnerships.
C)Price.
D)Product quality.
Answer: C
Q2) Companies known for environmental damage or financial irregularities make it difficult for their salespeople to sell based on: A)Price.
B)Product quality.
C)Corporate reputation.
D)Technological capability.
Answer: C
Q3) What are the key characteristics of effective IMC programs?
Answer: Effective IMC programs are: Comprehensive Unified Targeted Have coordinated execution Emphasize productivity.
Q4) How can a salesperson convey professionalism in their value proposition?
Answer: Professionalism can be conveyed through using clear and concise correspondence,proper dress,manners,a positive attitude,and a can-do demeanor.
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Chapter 4: Ethical and Legal Issues in Relationship Selling
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Sample Questions
Q1) What is the difference between a gift and a bribe?
Q2) What are the three major areas of ethical concern salespeople have when dealing with employers?
Q3) Libel is unfair or untrue
A)Warrantees.
B)Written statements.
C)Oral statements.
D)All of the choices are correct.
Q4) Legally,any statement,promise,or action by a salesperson is:
A)Puffery.
B)A legal commitment.
C)Subject to negotiation.
D)All of the choices are correct.
Q5) The Foreign Corporate Pricing Act dictates penalties for U.S.businesses engaged in bribery.
A)True
B)False
Q6) Ethical practices are universal.
A)True
B)False
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Chapter 5: Prospecting and Sales Call Planning
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Sample Questions
Q1) Canvassing or telephoning potential prospects without an invitation is called:
A)Cold calling.
B)Networking.
C)Spamming.
D)Junking.
Q2) Often,the best source of leads is from e-mail requests sent to the company's web site.
A)True
B)False
Q3) The process of moving leads to prospects to customers can be best portrayed as a (n):
A)Salesperson's nightmare.
B)Alternative to bird dogging.
C)Upside-down triangle.
D)Touch point technique.
Q4) An upside-down triangle is a way to portray the movement of leads to prospects to customers.
A)True
B)False
Q5) How can trade shows be used as a source of leads?
Page 7
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Chapter 6: Communicating the Sales Message
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Sample Questions
Q1) What are the two fundamental differences between formula and need satisfaction sales presentation strategies?
Q2) Unlike the memorized and formula presentations,the need satisfaction presentation shifts the focus to the customer.
A)True
B)False
Q3) The salesperson gives up a degree of presentation control for a greater understanding of the customer's concerns.
A)True
B)False
Q4) Ron is a new salesperson.He has just completed a formula sales presentation but the customer has not given him a purchase order.Ron needs to learn that customers will not give him the purchase order until,he or she:
A)Has time to reflect.
B)Receives an incentive from Ron.
C)Believes Ron's products offer the best solution to their problem.
D)Consults their mentor.
Q5) What factors determine which type of sales presentation is most appropriate?
Q6) What are the advantages of a formula sales presentation?
Page 8
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Chapter 7: Negotiating for Win-Win Solutions
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Sample Questions
Q1) Too often salespeople believe than when the customer wins,they lose.
A)True
B)False
Q2) Basic customer objections run across all buyers and do not change over time.
A)True
B)False
Q3) Justin often uses third-party endorsements during his sales negotiations.Justin knows:
A)Third-party endorsements can easily overcome price objections.
B)It is essential to get permission before using them.
C)Third-party endorsements enhance bounce backs.
D)He should never use third-party endorsements with new customers.
Q4) What two options does a salesperson have when a customer does not accept the salesperson's value proposition?
Q5) Which of the following statements is TRUE?
A)If the customer wins,the salesperson loses.
B)If the salesperson wins,the customer loses.
C)If the salesperson OR the customer loses,they both lose.
D)None of the choices are correct.
Q6) Outline the six guidelines for negotiating win-win solutions.
Page 9
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Chapter 8: Closing the Sale and Follow-Up
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Sample Questions
Q1) When using silence to close the sale,it is important to:
A)Count the seconds on your watch.
B)Only allow a few seconds for the customer to respond.
C)Give the customer the maximum leeway to respond.
D)All of the choices are correct.
Q2) When considering all the different closing methods,it is important to customize the technique depending on:
A)The buyer.
B)The situation.
C)The buyer and the situation.
D)None of the choices are correct.The technique should always be used in the same way.
Q3) Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult.Tracy displays:
A)Tenacity.
B)A positive attitude.
C)Active listening.
D)Rejection control.
Q4) Describe the 20-10-5 rule and how it can impact enthusiasm.
Q5) Why should salespeople learn different approaches to closing?
Page 10
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Chapter 9: Self-Management: Time and Territory
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Sample Questions
Q1) As sales manager,you need to estimate the market potential for each territory.You do this by estimating the:
A)Dividing the census by the basic control unit.
B)Potential demand for each customer and prospect.
C)Offering incentives to salespeople to ask customers what their potential is.
D)Size of the MSA multiplied by the 80:20 rule.
Q2) What are the basic goals in developing a routing schedule?
Q3) Brian developed a time management plan but has found the difficult part is:
A)Defining the right priorities.
B)Logistics.
C)Event scheduling.
D)Implementing it.
Q4) Roger,a sales manager,uses the company's territory management system to design and monitor sales territories.This use of territory management system is consistent with which reason why time and territory management systems are important?
A)Ensure territory and customer coverage.
B)Minimize sales expenses.
C)Assess sales performance.
D)All of the choices are correct.
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Chapter 10: Salesperson Performance:
Behavior,Motivation,and Role Perceptions
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Sample Questions
Q1) Carlos,a sales manager,wants to minimize the negative consequences of role perceptions among his salespeople.Carlos will consider:
A)The kinds of salespeople he hires.
B)Training methods.
C)Incentives used.
D)All of the choices are correct.
Q2) Roland thinks opening new accounts is more important than maintaining existing accounts.Roland's perception regarding opening new accounts is his:
A)Expectancy
B)Valence for performance.
C)Perceived role.
D)Role accuracy.
Q3) Ryan is highly motivated by extrinsic rewards.Ryan will be most influenced by:
A)Feelings of accomplishment.
B)Personal growth.
C)A sense of self-worth.
D)Recognition from his peers and sales manager.
Q4) How can sales managers minimize the negative consequences of role perceptions among salespeople?
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Chapter 11: Recruiting and Selecting Sales-people
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Sample Questions
Q1) Purchasing agents can be a good source of sales recruit referrals because they:
A)Have been in the business a long time.
B)Have so many contacts with production and development people.
C)Know what impresses them in salespeople who call on them.
D)All of the choices are correct.
Q2) Research has shown that ______________ are the best predictors of a potential salesperson's future job performance.
A)Applications.
B)Personal interviews.
C)Reference checks.
D)Psychological tests.
Q3) Ron is recruiting new salespeople and is considering placing an ad in the industry magazine.He wants to place a blind ad because:
A)It will contain only minimal information.
B)It will maximize the number of candidates.
C)It will give Ron the opportunity to explain the attractive features of the position.
D)All of the choices are correct.
Q4) What activities are involved in evaluating applicants?
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Page 13
Chapter 12: Training Sales-People for Sales Success
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Sample Questions
Q1) If sales increase after a training program:
A)It is proof the training worked.
B)It should be used to justify the training to senior management.
C)It should be analyzed to see if the training was the cause of the increase.
D)All of the choices are correct.
Q2) Andy is implementing a sales training program for his staff and knows he needs to be able to evaluate the results.When developing a system to measure the results,Andy should ask____________ he wants to measure.
A)What.
B)When.
C)How.
D)All of the choices are correct.
Q3) Using tests to measure what parts of a sales training has been applied in the field is not difficult.
A)True
B)False
Q4) Sales training is an ongoing process.
A)True
B)False
Q5) How can product knowledge competency benefit salespeople?
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Chapter 13: Sales-Person Compensation and Incentives
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Sample Questions
Q1) Danielle is paid different amounts depending on the types of products she sells.She is being paid based on a:
A)Fluctuating salary plan.
B)Defined salary plus bonus plan.
C)Variable commission rate.
D)Variable quota plus perks plan.
Q2) With the right compensation plan,it is not difficult to motivate salespeople to do many things at once.
A)True
B)False
Q3) Which of the following is NOT one of the three primary methods of compensating salespeople?
A)Straight bonuses.
B)Straight salary.
C)Straight commissions.
D)Salary and sales incentives.
Q4) From a management perspective,what are the advantages of straight sales commissions?
Q5) What qualities are needed for sales quotas to be effective in motivating salespeople?
15
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Chapter 14: Evaluating Sales-Person Performance
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Sample Questions
Q1) Great sales organizations use the performance evaluation process to facilitate:
A)Profit-sharing.
B)Ongoing dialogue.
C)Intrinsic reward allocation.
D)Customer approval ratings.
Q2) One of the weaknesses of using quotas to assess salespeople's performance is:
A)It gives a salesperson a defined goal.
B)It can be adjusted for the size of the territory.
C)It ignores profitability.
D)It can be changed based on emerging trends in the market.
Q3) Given the equation sales = days worked x calls/days worked x orders/call x sales/orders,a salesperson increase sales by:
A)Decreasing the number of calls per day.
B)Decreasing the number of days worked.
C)Decreasing the orders per call ratio.
D)None of the choices are correct.
Q4) Subjective measures typically rely on personal evaluations,generally gathered via direct observation.
A)True
B)False
Page 16
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