Principles of Selling Chapter 13 Questions With Complete
Solutions
73) Hughes Browning sells a waste disposal system that is used
in hospitals, nursing homes, and places where the transfer of
bodily fluids is a concern. Hughes maintains contact with
different levels of people in his customer's business and
discusses the product with all of them. This behavior of Hughes
can be termed as:
A) total account management.
B) total sales management.
C) account penetration.
D) contact management.
E) supply chain management. Correct Answers A) total
account management.
74) A photocopier salesperson is trying to determine how often
he should call on a new account in order to provide proper
service. He most likely has to consider all of the following
EXCEPT:
A) present and potential sales.
B) servicing needs of purchased products.
C) number of product lines sold to the account.
D) number of orders expected annually from the account.
E) the necessity and cost of overnight travel to visit the account.
Correct Answers E) the necessity and cost of overnight travel to
visit the account.
75) A salesperson should consider ________ when determining
how often to call on an account.
A) present and potential sales to the account
,B) the gender and age of the customer
C) number of employees in the organization
D) the account's mission statement
E) the company's revenue figures for the previous year Correct
Answers A) present and potential sales to the account
76) When determining how frequently to call a customer, a
salesperson should primarily base the decision on the
relationship between sales volume and sales calls, which is
known as the:
A) prospecting component.
B) sales investment factor.
C) account penetration.
D) response function.
E) opportunity cost. Correct Answers D) response function.
77) Charles Landon sells software to large manufacturing firms.
He strives to convert prospects into customers. After customers
have purchased from Charles, what is the LEAST likely action
he should take if he wants to ensure future sales?
A) Keeping service promises
B) Increasing account penetration
C) Contacting the account regularly
D) Asking about the prices offered by competitors
E) Providing the customer with problem-solving ideas Correct
Answers D) Asking about the prices offered by competitors
78) The amount of sales time a salesperson should spend with an
account should be determined by:
A) the strength of relationship with the client.
B) the time required to travel to the customer's place.
, C) the value of the business from the account.
D) the number of years the account has been a customer.
E) the similarity of the customer's needs with those of other
accounts. Correct Answers C) the value of the business from
the account.
79) The most productive number of sales calls to make on a
customer has been reached when:
A) additional calls do not result in additional sales.
B) demand equals supply.
C) the customer has purchased a product.
D) the salesperson is working five full days per week.
E) the total cost of sales calls equals the value of the business
from that customer. Correct Answers A) additional calls do not
result in additional sales.
80) What is exhibited by a salesperson who handles customer
complaints promptly?
A) Organizational skills
B) Schedule flexibility
C) Business friendship
D) Care for the customer
E) Desire for account penetration Correct Answers D) Care for
the customer
81) A salesperson who provides a client with money-saving
products and problem-solving ideas is serving the role of:
A) friend.
B) adviser.
C) adversary.
D) negotiator.
Solutions
73) Hughes Browning sells a waste disposal system that is used
in hospitals, nursing homes, and places where the transfer of
bodily fluids is a concern. Hughes maintains contact with
different levels of people in his customer's business and
discusses the product with all of them. This behavior of Hughes
can be termed as:
A) total account management.
B) total sales management.
C) account penetration.
D) contact management.
E) supply chain management. Correct Answers A) total
account management.
74) A photocopier salesperson is trying to determine how often
he should call on a new account in order to provide proper
service. He most likely has to consider all of the following
EXCEPT:
A) present and potential sales.
B) servicing needs of purchased products.
C) number of product lines sold to the account.
D) number of orders expected annually from the account.
E) the necessity and cost of overnight travel to visit the account.
Correct Answers E) the necessity and cost of overnight travel to
visit the account.
75) A salesperson should consider ________ when determining
how often to call on an account.
A) present and potential sales to the account
,B) the gender and age of the customer
C) number of employees in the organization
D) the account's mission statement
E) the company's revenue figures for the previous year Correct
Answers A) present and potential sales to the account
76) When determining how frequently to call a customer, a
salesperson should primarily base the decision on the
relationship between sales volume and sales calls, which is
known as the:
A) prospecting component.
B) sales investment factor.
C) account penetration.
D) response function.
E) opportunity cost. Correct Answers D) response function.
77) Charles Landon sells software to large manufacturing firms.
He strives to convert prospects into customers. After customers
have purchased from Charles, what is the LEAST likely action
he should take if he wants to ensure future sales?
A) Keeping service promises
B) Increasing account penetration
C) Contacting the account regularly
D) Asking about the prices offered by competitors
E) Providing the customer with problem-solving ideas Correct
Answers D) Asking about the prices offered by competitors
78) The amount of sales time a salesperson should spend with an
account should be determined by:
A) the strength of relationship with the client.
B) the time required to travel to the customer's place.
, C) the value of the business from the account.
D) the number of years the account has been a customer.
E) the similarity of the customer's needs with those of other
accounts. Correct Answers C) the value of the business from
the account.
79) The most productive number of sales calls to make on a
customer has been reached when:
A) additional calls do not result in additional sales.
B) demand equals supply.
C) the customer has purchased a product.
D) the salesperson is working five full days per week.
E) the total cost of sales calls equals the value of the business
from that customer. Correct Answers A) additional calls do not
result in additional sales.
80) What is exhibited by a salesperson who handles customer
complaints promptly?
A) Organizational skills
B) Schedule flexibility
C) Business friendship
D) Care for the customer
E) Desire for account penetration Correct Answers D) Care for
the customer
81) A salesperson who provides a client with money-saving
products and problem-solving ideas is serving the role of:
A) friend.
B) adviser.
C) adversary.
D) negotiator.
