Question 1

The sales process at Xerox typically follows the six stages of the personal selling process.During the sixth stage, the salesperson continues to meet and communicate with the client to

Accepted Answer

During the sixth stage, the salesperson provides assistance and monitors the effectiveness of the installed solution. This helps build a long-term relationship with the client and ensures customer satisfaction. The other options, such as removing competitors' products, selling ancillary products using an urgency close, requesting leads, and offering special price incentives, are not appropriate for this stage of the sales process.

Question 2

The sales force is divided into four geographic organizations: North America, Europe, Global Accounts, and Developing Markets.Within each geographic area, the majority of Xerox products and services are typically sold through its

Accepted Answer

The majority of Xerox products and services are typically sold through its direct sales force within each geographic area.

Question 3

MooreChem created a dashboard for each of its sales representatives.These dashboards included seven measures-sales revenue, gross margin, selling expense, profit, average order size, new customers, and customer satisfaction.Each measure was gauged to show actual

Accepted Answer

The dashboard measures are gauged to show salesperson performance relative to target goals, which is the purpose of tracking these measures. Comparing salespeople to the rest of the team or to previous performance may not give an accurate picture of whether they are meeting their goals. The other choices are not mentioned as relevant to the purpose of the dashboard in the given context.

Question 4

Xerox's decline was reversed with

Accepted Answer

Xerox's decline was reversed with a sales organization that focused on customer relationships. By placing significant emphasis on building strong relationships with customers, Xerox was able to gain their trust and loyalty. This allowed the company to successfully regain its position in the marketplace.

Question 5

When Mulcahy became CEO, Xerox began a shift to a __________ that focused on helping customers solve their business problems rather than just placing more equipment in their office.

Accepted Answer

The phrase "helping customers solve their business problems" suggests a consultative approach to selling, which is best represented by option B, the consultative selling model. This shift suggests a move away from a product-oriented approach (option D) and towards a customer-focused one. Multi-tiered sales systems (A), salesforce technology systems (C), and geographic organization sales models (E) are not relevant to the shift in focus described in the statement.

Question 6

Salesforce automation is the use of_________ to make the sales function more efficient and effective.

Accepted Answer

Salesforce automation is the use of technology tools to automate and streamline sales processes, such as lead capturing, tracking, and reporting. This can include CRM software, marketing automation tools, and other technologies designed to make the sales function more efficient and effective. Workload methods, territory matrixes, sales equity formulas, and policies can also be used to support sales automation, but technology is the primary driver.

Question 7

The sales process at Xerox typically follows the six stages of the personal selling process.During the second stage, the salesforce prepares for a presentation by

Accepted Answer

Familiarizing themselves with the potential client and its document needs is essential to prepare for a presentation that is tailored to the client's specific needs and interests. This will allow the salesforce to demonstrate how Xerox solutions can solve the client's problems and add value to their business. Option A, B, D, and E may also be part of the preparation process, but they are not as crucial as understanding the client's needs.

Question 8

Facsimile, electronic mail, and voice mail are common __________ technologies used by salespeople today.

Accepted Answer

Facsimile, electronic mail, and voice mail are all methods of communication that are commonly used by salespeople in today's business world. They allow for quick and efficient communication between salespeople and their clients, as well as between sales teams and other members of the company.

Question 9

The sales process at Xerox typically follows the six stages of the personal selling process.During the fifth stage, the salesperson engages in __________ (gets a signed document or a firm confirmation of the sale).

Accepted Answer

During the fifth stage, the salesperson engages in an action close, which involves getting a signed document or a firm confirmation of the sale.

Question 10

As a sales manager you note that one of your salespeople has exceeded his sales target but is well below his profit goal.The best explanation for this performance is

Accepted Answer

Selling too many low margin products may result in exceeding the sales target but falling short of the profit goal.

Question 11

The sales process at Xerox typically follows the six stages of the personal selling process.During the first stage, Xerox identifies potential clients through __________.

Accepted Answer

The first stage of the personal selling process at Xerox involves identifying potential clients through responses to advertising, referrals, and telephone calls. This is a common practice in the industry and allows the company to target individuals or organizations that have shown interest in their products or services. Other options, such as visiting competitors' customers or using agreements with local repair shops, may be used at later stages of the sales process but are not specifically mentioned as part of the first stage. Selling printer paper with the Xerox watermark may be a marketing tactic but is not directly related to identifying potential clients.

Question 12

The sales force is divided into four __________ organizations.

Accepted Answer

Geographic organizations divide the sales force into territories based on geographic boundaries, such as regions, states, or cities. This allows the sales force to focus on the specific needs of customers in their respective territories.

Question 13

SFA is an acronym for __________.

Accepted Answer

SFA stands for sales force automation, which refers to the use of technology to automate various sales tasks, such as lead management, customer relationship management, and order management.

Question 14

Perhaps the greatest impact on salesforce communication is the application of __________ technology.

Accepted Answer

The internet has revolutionized the way Salesforce communication takes place. It has enabled real-time communication through email, instant messaging, video conferencing, and online collaboration tools. Salesforce teams can now communicate efficiently with each other and with their clients, no matter where they are located in the world. The internet has also enabled the sharing of information, which has led to better decision-making and improved customer relations.

Question 15

A salesperson AT Toshiba America Medical Systems uses a laptop computer with build-in CD-ROM capabilities to provide interactive presentations for their computerized tomography (CT) and magnetic resonance imaging (MRI) scanners.In it the customer sees elaborate three-dimensional animations, high-resolution scans, and video clips of the company's products in operation as well as narrated testimonials from satisfied customers.Such technological capabilities have made it both effective both for sales presentations and for training its salespeople.This would be an example of the use of

Accepted Answer

The use of a laptop computer with built-in CD-ROM capabilities to provide interactive presentations for CT and MRI scanners shows the use of salesforce technology, which involves utilizing technology to enhance the sales process and effectiveness of salespeople. This is not an example of specialized order taker, sales management principles, customer relationship management, or account management policies.

Question 16

The sales process at Xerox typically follows the six stages of the personal selling process.During the third stage, a Xerox sales representative approaches the prospect and suggests __________.

Accepted Answer

The third stage of the personal selling process is the presentation stage, where the sales representative presents the product or service to the prospect.

Question 17

Technologies used by salespeople to exchange data, text, and voice transmission are referred to as __________ technology.

Accepted Answer

Cellular technology is commonly used by salespeople for exchanging data, text, and voice transmission. It enables them to communicate on-the-go and stay connected with their clients and colleagues. Broadband, partnership, business-to-business, and wide area network are not specific technologies used by salespeople for communication.

Question 18

The sales process at Xerox typically follows the six stages of the personal selling process.During the fourth stage, as the presentation begins, the salesperson summarizes relevant information about potential solutions Xerox can offer, states what he or she hopes to get out of the meeting, explains how the products and services work, and

Accepted Answer

During the presentation stage, the salesperson summarizes relevant information about potential solutions Xerox can offer to the prospect. The other options are not relevant to this stage.

Question 19

Salespeople for Timex watches use their laptop computers to process orders, plan time allocations, forecast sales, and communicate with Timex personnel and customers.The use of __________ helps the Timex salesforce provide customer service.

Accepted Answer

Salesforce technology refers to any type of software that helps salespeople manage their tasks and communicate with customers and colleagues. This is the most fitting option as it covers all aspects of the tasks mentioned in the question. Time management software would only cover planning time allocations, order processing software would only cover processing orders, and proposal generation software would only cover generating proposals. Oompa-Loompa software is not a real option.

Question 20

Hewlett-Packard recently shifted its entire U.S.salesforce into home offices and saved millions in staff salaries and office rent despite the expense of equipping each home office with a notebook computer, fax/copier, cellular phone, two phone lines, and office furniture.Such decreased selling costs are among the benefits of __________.

Accepted Answer

Salesforce automation refers to the use of technology to streamline and automate the sales process, including allowing salespeople to work remotely from home offices. This can greatly reduce selling costs, as seen in the case of Hewlett-Packard.

Quiz 17: Personal Selling and Sales Management