Question 1

Which of the following activities does a sales manager usually not undertake in order to plan, lead, and control the sales management function of an organization?
A) reduce organizational employee turnover
B) estimate demand and forecast sales
C) determine the size and structure of the sales force organization
D) set sales force goals and objectives

Accepted Answer

Reducing organizational employee turnover is typically a responsibility of human resources, not a direct responsibility of a sales manager.

Question 2

Sales managers need to analyze sales volume, costs, and profit relationships to assure the organization's bottom?line goal of improving profitability. This can be achieved by the analysis of:
A) product lines
B) territories
C) customers and salespersons
D) all the above

Accepted Answer

Analyzing product lines, territories, customers, and salespersons provides a comprehensive view of sales performance and helps identify areas for improvement, thus enhancing profitability.

Question 3

Sales force performance must be measured and evaluated for all the following reasons except:
A) to determine commissions for salespeople
B) to determine changing in the corporate mission
C) to determine promotion decisions for salespeople
D) to determine bonuses for salespeople

Accepted Answer

Changing in the corporate mission is not a reason for measuring and evaluating sales force performance.

Question 4

For effective managerial control and evaluation, which of the following actions are unnecessary:
A) standards of performance must be established
B) actual performance compared to the predetermined standards
C) compare individual salesperson performance to organizational performance
D) appropriate corrective action taken to improve performance

Accepted Answer

Comparing individual salesperson performance to organizational performance is not necessary for effective managerial control and evaluation, as it does not directly relate to the process of setting standards, measuring actual performance against those standards, and taking corrective actions.

Question 5

Which of the following statements about marketing is false?
A) The old AMA definition views marketing largely from the seller perspective by emphasizing management of the marketing mix and creating exchanges, but the new definition shifts the perspective more to the customer side by focusing on delivering value and managing customer relationships
B) marketing is moving from a customer-relationship-building orientation to a transaction-orientation
C) today's business-to-business salespeople are moving away from merely "selling" toward "serving" customers by becoming more like customer consultants and business partners
D) successful salespeople negotiate "win-win" agreements, and build profitable long-term relationships based on customer satisfaction and loyalty

Accepted Answer

Marketing is moving from a transaction-orientation to a customer-relationship-building orientation, not the other way around.

Question 6

_________ is based on the idea that developing closer relationships with customers is the best way to earn purchasing loyalty, and that loyal customers are more profitable than non-loyal customers.
A) marketing management
B) motivation management
C) customer relationship management
D) compensation management

Accepted Answer

Customer relationship management (CRM) focuses on building and maintaining strong relationships with customers to enhance loyalty and profitability.

Question 7

Customer relationship management usually includes a mixture of strategies, technologies, and activities to collect data and analyze customer-company interactions across multiple contact points (e.g., website, e-mail, podcast, telephone, face-to-face, direct mail, and social media) in order to:
A) increase customer satisfaction
B) customer loyalty
C) lead to repeat purchases
D) all the above are true

Accepted Answer

Customer relationship management aims to enhance customer satisfaction, loyalty, and encourage repeat purchases by effectively managing and analyzing customer interactions across various channels.

Question 8

Which of the following is the definition of customer relationship management (CRM)?
A) CRM refers to "the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods and services to create exchanges that satisfy individual and organizational objectives."
B) CRM refers to the "dynamic interpersonal processes that stimulate the initiation, direction, intensity, and persistence of work-related behaviors of salespeople toward attaining organizational goals and objectives"
C) CRM refers to "the emotional process of exercising psychological, social, and inspirational influence on individual salespeople and the sales force collectively toward the achievement of organizational objectives, goals, and values"
D) CRM refers to "the idea that developing closer relationships with customers is the best way to satisfy customers and achieve purchasing loyalty, and that loyal customers are more profitable than non-loyal."

Accepted Answer

CRM is focused on building closer relationships with customers to enhance satisfaction and loyalty, which in turn leads to increased profitability.

Question 9

Sales managers need the assistance of an in-house marketing support group, which generally provides which of the services below?
A) advertising
B) sales promotion brochures, catalogs, direct mail pieces, etc.
C) marketing research
D) all of the above

Accepted Answer

An in-house marketing support group typically provides a range of services including advertising, sales promotion materials, and marketing research to assist sales managers.

Question 10

On which of the following services indicated below do sales managers need the assistance of an in-house marketing support group?
A) trade shows
B) forecasting
C) market development
D) all of the above

Accepted Answer

Sales managers often require assistance from an in-house marketing support group for trade shows, forecasting, and market development, as these areas involve specialized skills and resources that marketing teams typically provide.

Question 11

As __________ is the most important and highest-cost component of the promotional mix for business-to-business selling, progressive sales managers should work closely with other promotional mix areas in integrating the firm's message for its target customers.
A) advertising
B) personal selling
C) sales promotion
D) direct marketing

Accepted Answer

Personal selling is the most important and highest-cost component of the promotional mix for business-to-business selling, as it involves direct interaction between sales representatives and potential buyers, allowing for tailored communication and relationship building.

Question 12

All of the following are megatrends facing sales managers except for:
A) technological forces
B) managerial forces
C) behavioral forces
D) internal forces

Accepted Answer

The answer of All of the following are megatrends facing...

Question 13

Which of the following is not one of the major factors affecting sales management?
A) rising customer expectations
B) more expert and demanding buyers
C) rapidly increasing numbers of salespeople selling products directly to consumers
D) microsegmentation of domestic markets

Accepted Answer

Rapidly increasing numbers of salespeople selling products directly to consumers is not typically considered a major factor affecting sales management compared to the other options listed.

Question 14

The technological megatrends that sales managers must be knowledgeable about include:
A) sales force automation
B) mobile virtual sales offices
C) electronic commerce
D) all of the above

Accepted Answer

Sales managers need to be aware of all these technological megatrends as they each play a significant role in modern sales strategies and operations.

Question 15

The managerial forces that sales managers must be knowledgeable about include:
A) selling cost reduction efforts
B) shift to direct marketing alternatives
C) shortage of business-to-business salespeople
D) all of the above

Accepted Answer

Sales managers need to be aware of various factors affecting their field, including cost reduction efforts, shifts in marketing strategies, and workforce shortages.

Question 16

Which of the following is not a major reason why sales managers fail to perform at higher levels?
A) illogical selection of sales managers
B) inadequate sales management training programs
C) initiative and drive to succeed
D) lack of a long-run customer relationship orientation in handling sales operations

Accepted Answer

Initiative and drive to succeed are positive traits that contribute to a sales manager's success, not reasons for failure.

Question 17

Integrated marketing communications (IMC) does not include the following factor:
A) sales promotion
B) pricing
C) personal selling
D) advertising

Accepted Answer

Pricing is not a component of integrated marketing communications, which focuses on promotional tools like sales promotion, personal selling, and advertising.

Question 18

Integrated marketing communications (IMC) include all except the following factor:
A) direct marketing
B) public relations
C) product development
D) sales promotion

Accepted Answer

Product development is not a component of integrated marketing communications, which focuses on promotional activities like direct marketing, public relations, and sales promotion.

Question 19

New data collection, analysis and information management tools that are helping sales managers to respond to the domestic and global megatrends affecting the operation of their sales organizations include all except:
A) radio-frequency identification tags
B) database marketing
C) data warehousing, and data mining
D) push technology

Accepted Answer

Radio-frequency identification tags are not a data collection, analysis, or information management tool.

Question 20

The shift to direct marketing alternatives include:
A) telemarketing
B) direct mail (catalogs, brochures, and sales letters)
C) kiosks
D) all of the above

Accepted Answer

Direct marketing alternatives encompass various methods such as telemarketing, direct mail, and kiosks, making "all of the above" the correct choice.

Quiz 1: Introduction to Sales Force Management and Its Evolving Roles

Which of the following activities does a sales manager usually not undertake in order to plan, lead, and control the sales management function of an organization?

Sales managers need to analyze sales volume, costs, and profit relationships to assure the organization's bottom?line goal of improving profitability. This can be achieved by the analysis of:

Sales force performance must be measured and evaluated for all the following reasons except:

For effective managerial control and evaluation, which of the following actions are unnecessary:

Which of the following statements about marketing is false?

_________ is based on the idea that developing closer relationships with customers is the best way to earn purchasing loyalty, and that loyal customers are more profitable than non-loyal customers.

Customer relationship management usually includes a mixture of strategies, technologies, and activities to collect data and analyze customer-company interactions across multiple contact points (e.g., website, e-mail, podcast, telephone, face-to-face, direct mail, and social media) in order to:

Which of the following is the definition of customer relationship management (CRM) ?

Sales managers need the assistance of an in-house marketing support group, which generally provides which of the services below?

On which of the following services indicated below do sales managers need the assistance of an in-house marketing support group?

As __________ is the most important and highest-cost component of the promotional mix for business-to-business selling, progressive sales managers should work closely with other promotional mix areas in integrating the firm's message for its target customers.

All of the following are megatrends facing sales managers except for:

Which of the following is not one of the major factors affecting sales management?

The technological megatrends that sales managers must be knowledgeable about include:

The managerial forces that sales managers must be knowledgeable about include:

Which of the following is not a major reason why sales managers fail to perform at higher levels?

Integrated marketing communications (IMC) does not include the following factor:

Integrated marketing communications (IMC) include all except the following factor:

New data collection, analysis and information management tools that are helping sales managers to respond to the domestic and global megatrends affecting the operation of their sales organizations include all except:

The shift to direct marketing alternatives include: