51 free test bankwith answers for churchill ford walkers sales force management 10th

51Test Bank for Churchill Ford Walkers Sales Force
Management 10th
Edition by Johnston Multiple Choice Questions - Page 1
Sales management is a multi-step interrelated process. Which step
is concerned with selecting appropriate sales personnel and
designing and implementing policies and procedures that will direct
their efforts towards the desired objectives?
1.

A. The organizing stage of the sales program

2.

B. The implementation stage of the sales program

3.

C. The evaluation and control of sales force performance

4.

D. The formulation of the strategic sales program

5.

E. All of the above processes are involved with selecting appropriate sales
personnel and designing and implementing policies and procedures that will
direct their efforts toward the desired objectives

Gwen, a sales manager for Delicious Diets, knows it is important to
1.

A. Monitor the marketing environment

2.

B. Predict how the environment might change

3.

C. Develop strategies for changing marketing environments

4.

D. Create plans for the sales function suited to environmental conditions

5.

E. All of the above

Which of the following statements about sales force management is
true?
1.

A. The sales force is the firm's most direct link to the customer

2.

B. The statement, "The world will beat a path to your door if you build a better
mousetrap," reflects how business operates today

3.

C. As organizations implement the marketing concept, they soon realize how
important it is to be sales-oriented


4.

D. Personal selling is usually less expensive than advertising

5.

E. Sales management is no different from any other kind of management

Voice over Internet Protocol (VoIP) a technology allowing telephone
calls using the Internet is an example of:
1.

A. An environmental force that can constrain other organization's ability to
pursue certain marketing strategies or activities

2.

B. Environmental variables and changes in those variables over time, helping
to determine the ultimate success or failure of marketing strategies

3.

C. Changes in the environment creating new marketing opportunities for an
organization

4.

D. Environmental variables affected or changed by marketing activities

5.

E. None of the above

The movement toward relationship selling causes most firms to
1.

A. Increase the size of the sales force

2.

B. Reduce the number of vendors they do business with

3.

C. Focus on maximizing sales

4.

D. Increase the cost of value management

5.

E. Solicit new sources of supply rather than from existing sources

Which of the following is part of the external environment for a
distributor of aquariums and everything needed to set up aquariums
including tropical fish and plants?
1.

A. Employees who care for the fish before they are sold to retailers

2.

B. Competitors who carry the same aquarium equipment

3.

4.

C. The financial resources needed to create the proper environment for
breeding the fish
D. The participative organizational culture the distributor has


5.

E. The distributor's privately-owned warehouse for storing the aquarium
equipment

As more and more countries reduce barriers to trade, a sales
manager's _________ environment is changing rapidly.
1.

A. Natural

2.

B. Technological

3.

C. Social and cultural

4.

D. Economic

5.

E. Legal and political

Karen is studying the potential for selling her company's products in
China. As part of her analysis, she is assessing the number, types
and availability of wholesalers and retailers. Karen is studying the
country's
1.

A. Natural conditions

2.

B. Technological feasibility

3.

C. Social and cultural norms

4.

D. Distribution structure

5.

E. Legal and political constraints

Alex is the new sales manager for FDP pet vitamins. He quickly
recognizes his sales force does not have a global focus. To help
motivate his staff toward expanding globally he points out
1.

A. Today, customers can communicate worldwide

2.

B. There are significant growth opportunities outside the domestic market

3.

C. Their customers are global

4.

D. All of the above

5.

E. None of the above


Jorge finds he has lost out to his major competitor on three recent
contracts. Through his customers, he learns his competitor has cut
prices and lowered financing costs. Jorge is observing a change in
his _____________ environment.
1.

A. Economic

2.

B. Technological

3.

C. Social and cultural

4.

D. Natural

5.

E. Legal and political

Anti-obesity promotions by the government and other health

organizations is an example of
1.

A. An environmental force that can constrain other organization's ability to
pursue certain marketing strategies or activities

2.

B. Environmental variables and changes in those variables over time, helping
to determine the ultimate success or failure of marketing strategies

3.

C. Changes in the environment creating new marketing opportunities for an
organization

4.

D. Environmental variables affected or changed by marketing activities

5.

E. None of the above

Which of the following statements about the sales force in the 21st
century is true?
1.

2.

A. Sales managers will use a hands-off approach and let the professional
salesperson be his or her own boss
B. Transactional exchanges no longer occur

3.

C. Sales management must be smart and nimble and provide technologycentered solutions to support the sales effort

4.

D. Salespeople make little use of the Internet because they realize the
importance of the personal touch


5.

E. All of the above statements about the sales force in the 21st century are
true

Sales management is a multi-step interrelated process. Which step
is concerned with environmental factors and attempts to organize
the overall selling efforts as well as integrate them with other
elements of the firm's marketing strategy?
1.

A. The organizing stage of the sales program

2.

B. The implementation stage of the sales program

3.

C. The evaluation and control of sales force program

4.

D. The formulation of the sales program

5.

E. All of the above processes are concerned with environmental factors and
attempt to organize the overall selling efforts as well as integrate them with
other elements of the firm's marketing strategy

In the twenty-first century, sales leaders are
1.

A. Controlling rather than communicate with personnel

2.

B. Becoming a coach instead of a supervisor

3.

C. Empowering sales managers to make decision

4.

D. Centralizing control as bosses

5.

E. Directing sales people to achieve the defined goals

The potential demand for a product within a country depends on
that country's
1.

A. Economic growth rate

2.

B. Unemployment rate

3.

C. Inflation rate

4.

D. Disposable income

5.

E. All of the above


Microsoft's bundling of personal computer operating systems with

its Web browser is an example of
1.

A. An environmental force that can constrain other organization's ability to
pursue certain marketing strategies or activities

2.

B. Environmental variables and changes in those variables over time, helping
to determine the ultimate success or failure of marketing strategies

3.

C. Changes in the environment creating new marketing opportunities for an
organization

4.

D. Environmental variables affected or changed by marketing activities

5.

E. None of the above

The increasing number of Spanish-speaking consumers in many
areas of the United States is an example of
1.

A. An environmental force that can constrain other organization's ability to
pursue certain marketing strategies or activities

2.

B. Environmental variables and changes in those variables over time, helping
to determine the ultimate success or failure of marketing strategies

3.

C. Changes in the environment creating new marketing opportunities for an
organization

4.

D. Environmental variables affected or changed by marketing activities

5.

E. None of the above

The difference between transactional selling and relationship selling
is
1.

A. In transaction, selling buyers must pay cash

2.

B. In relationship selling, buyers and sellers must be related

3.

C. In transaction selling, sellers provide greater service

4.

D. In relationship selling, sellers work to provide value to their customers

5.

E. In transaction selling, the transaction is the beginning of a relationship


A sucker may be born every minute, but if your business depends
on repeat business and word-of-mouth advertising
1.

A. Transactional sales will work best

2.

B. Relationship selling will conflict with ethical standards

3.

C. High ethical standards are required

4.

D. Sales managers will need to control all aspects of the sales process

5.

E. Static sales strategies will work best

Sales force managers are confronted with many new issues in the
21st century including
1.

A. Creating more nimble sales force organization

2.

B. Building long-term relationships with customers

3.

C. Gaining greater commitment from salespeople

4.

D. Leveraging available technology

5.

E. All of the above

Which of the following is NOT one of the technology tools used by
most salespeople?
1.

A. Electronic data interchange

2.

B. Efficient consumer response systems

3.

C. Synchronized customer solicitations

4.

D. Customer relationship management

5.

E. The Internet

Which of the following statements about sales programs and
performance is true?
1.

A. The sales manager must adapt his or her strategies to the existing
environment rather than trying to make the environment fit the strategies


2.

B. The sales program is the one part of the marketing strategy that seldom
needs changing

3.

C. Management should not engage in planning for organizations that operate
in volatile environments because their plans would have to be revised or even
scrapped frequently

4.

D. Factors in the internal and external environment can have a strong
influence on strategic plans, but not on strategic implementation

5.

E. Changes in an organization's marketing strategy are unlikely to have any
impact on its sales program

Brenda is the newly appointed sales manager for Beta Business
Products. She knows sales force management is a dynamic
process and therefore
1.
2.

A. Arranges her office to facilitate leadership
B. Studies her firm's environmental circumstances including both internal and
external environments

3.

C. Solicits business from old contacts as a first priority

4.

D. Sells senior management on the idea of leaving the sales force alone

5.

E. Offers bonuses to salespeople who meet their goals

Which of the following is NOT a part of a consumer products
manufacturer's external economic environment?
1.

A. The existing channels of distribution in the industry

2.

B. The number of companies competing in that industry

3.

C. Society's beliefs about savings and spending

4.

D. Unemployment in the area where the manufacturing plant is located

5.

E. Nationwide inflation

Which of the following types of laws is most important to managers
of sales programs?
1.

A. Real estate


2.

B. Civil liberties

3.

C. Consumer protection

4.

D. Criminal

5.

E. All are important to sales programs

Which of the following is NOT part of the external environment for a
manufacturer of custom-made office furniture?
1.

A. A study on ergonomics by an engineering group

2.

B. The major distributor of wood veneers it uses in making its furniture

3.

C. The workers who craft the furniture to buyer specification

4.

D. A railway strike

5.

E. A competitor that makes similar-looking products with less expensive
materials

51 Free Test Bank for Churchill Ford Walkers Sales
Force Management 10th Edition by Johnston Multiple
Choice Questions - Page 2
After a major hurricane, a building products company rationed its
supply of roofing materials among its major customers. This is an
example of
1.

A. Internal environmental control

2.

B. External environmental control

3.

C. Demarketing

4.

D. Transactional selling

5.

E. Discontinuous change

Which of the following statements about ethics and business is
true?


1.

A. Two-thirds of executives surveyed about their attitude toward commercial
bribery said they considered bribes unethical and would never use them as a
sales tactic

2.

B. Written ethical policies are more harmful than helpful to the sales force
because they diminish the salesperson's ability to be flexible

3.
4.

5.

C. Bribes and kickbacks are not a problem in the United States
D. Management directives do not deal with many situations that are viewed as
ethical dilemmas by the sales force
E. None of the above statements about ethics and business is true

Discontinuous changes force companies to
1.

A. Lower their prices

2.

B. Take drastic strategies in order to be successful

3.

C. Expand long-term research and development capabilities

4.

D. Implement an integrated sales strategy into the corporate culture

5.

E. Move from relationship to transactional selling

Which of the following statements about the legal-political

environment is true?
1.

2.

A. The two broad categories of laws that are particularly relevant to
salespeople are Federal Trade Commission regulations and state cooling-off
laws
B. Antitrust laws have no impact on sales activities

3.

C. The number of laws regulating personal selling and all other aspects of
conducting business have decreased dramatically over the last three decades

4.

D. A salesperson's claim that the refrigeration unit he was selling would keep
food cold even if the electric power was off for six days could have legal
consequences, but not ethical, because the salesperson was simply trying to
make a sales when he made that statement

5.

E. Many salespeople are unaware that they assume legal obligations every
time they approach a customer


Sarah and Steve are sales reps for a major pharmaceutical
company in the same geographic area. Sarah calls on private

practice physicians, while Steve calls on hospital groups. Their
sales manager would likely have an ethical dilemma in the area of:
1.

A. Determining compensation and incentives

2.

B. Equal treatment in hiring and promotion

3.

C. Respect for individuals in supervisory and training programs

4.

D. Fairness in the design of sales territories

5.

E. Fairness in the assignment of sales territories

Brendan is a new sales rep and is learning about his company's
corporate culture. He will try to learn about the company's
1.

A. Financial condition

2.

B. Service capabilities

3.

C. History

4.

D. Research and development efforts

5.

E. Technological capacity

The difference between a law and ethics is best described by
1.

A. What is ethical may not be legal

2.

B. Laws are concerned with the development of moral standards

3.

C. What is legal may not be ethical

4.

D. Formal policies define what is legal and ethical for salespeople

5.

E. Legal puffery is ethical too

One of your customers suggests "I'll buy from you if you buy from
me". This could be a violation of ______________ laws.
1.

A. Packaging and labeling


2.

B. Cooling-off

3.

C. Tying agreement

4.

D. Reciprocal dealing

5.

E. Truth-in-lending

Much of what drives ethical behavior in sales organizations is the
overall culture of the firm and

1.

A. Service capabilities

2.

B. Technological support

3.

C. Supply chain management strategies

4.

D. The tone set by upper management

5.

E. The external environment

After purchasing a car from a dealership, Martin is told by the
dealership that the interest rate will be higher than what he has
agreed to when he bought the car. The dealership has probably
violated ______________ laws.
1.

A. Packaging and labeling

2.

B. Cooling-off

3.

C. Tying agreement

4.

D. Reciprocal dealing

5.

E. Truth-in-lending

Which of the following questions addresses the internal
organizational issue of supply chain capabilities?
1.

A. Can we afford to do this?

2.

B. Will we meet Wal-Mart's delivery deadline?

3.

C. What will senior management think?

4.

D. When will the new product line be developed?


5.

E. All of the above are supply chain capability questions

Dominique, the new national sales manager is learning about the
internal organizational environment in her company. She will learn
about all of the following EXCEPT
1.

A. Human resources

2.

B. Financial resources

3.

C. Service capabilities

4.

D. Social and cultural environment

5.

E. Research and development activities

Which of the following is an example of the external natural
environment for a manufacturer of metal lawn furniture?
1.

A. A longer than usual distribution channel due to a rail strike

2.

B. Consumer trend toward treating gardens like another room

3.

C. The popularity of metal lawn furniture that looks vintage rather than newly
bought

4.

D. A flood at the manufacturer's main warehouse

5.

E. Inflationary pricing by competitors

Many firms use environmental scanning to assess their external
environment. Environmental scanning should be used to
1.

A. Respond to current crises

2.

B. Identify future threats and opportunities

3.

C. Determine personnel performance

4.

D. Allocate financial resources

5.

E. Assist with service delivery

The most effective way for sales managers to influence the ethical
performance of their salespeople is


1.

A. To have a formal policy

2.

B. Provide clear guidelines

3.

C. Communicate policies clearly

4.

D. Lead by example

5.

E. Punish unethical performance

State _______________ laws allow consumers to cancel contracts
signed with door-to-door salespeople within a limited number of
days after agreeing to such contracts.
1.

A. Packaging and labeling

2.

B. Cooling-off

3.

C. Tying agreement

4.

D. Reciprocal dealing

5.

E. Truth-in-lending

Antitrust laws:
1.

A. Restrict marketing activities that would reduce competition

2.

B. Set standards of quality for specific products

3.

C. Allow consumers to cancel contracts signed with door-to-door salespeople
within a limited number of days after signing the contract

4.

D. Prohibit unfair or deceptive packaging

5.

E. Do not apply to companies that sell to the consumer market

Sales force ethics is considered to be a part of the _____
environment of organizations.
1.

A. Economic

2.

B. Internal

3.

C. Legal and political


4.

D. Personnel

5.

E. Social and cultural

John, the sales manager for a building materials company, knows
the customers in one profitable sales territory, are particularly
hostile to women sales reps. John faces an ethical dilemma
primarily in the area of:
1.

A. Determining compensation and incentives

2.

B. Equal treatment in hiring and promotion

3.

C. Respect for individuals in supervisory and training programs

4.

D. Fairness in the design of sales territories

5.

E. Fairness in the assignment of sales territories

Mike, a sales rep for a major computer software company, knows
his company does not plan to maintain updates for the software.
When selling the software package to customers he implies the
company will continue to support the software. Mike could create a
________________ legal problem.
1.

A. Truth-in-lending

2.

B. Breach of warranty

3.

C. Equal employment opportunity

4.

D. Situational ethics

5.

E. Tying agreement

A few years ago, when Internet sales took off, the major automobile
manufacturers had to decide whether they would sell directly or
through their dealership network. In this situation a change in the
industry's __________________ environment created a potential
change in sales strategy.
1.

A. Technological

2.

B. Social and cultural


3.

C. Political and legal

4.

D. Ethical

5.

E. Natural

When developing the sales program for her university, Yesenia
recognized in the short run, her program
1.

A. Must fit within the organizational situation and limitations

2.

B. Should push the envelope of institutional selling

3.

C. Must include an analysis of long-term threats

4.

D. Should emphasize possibilities rather than current conditions

5.

E. Should maximize short run revenues

In developing ethical standards for your company, you attempt to
anticipate actions that would or could be harmful to consumers or
the organization. For your company, ethics is
1.

A. Consistent with legal standards

2.

B. More proactive than the law

3.

C. Responding to negative consequences of past actions

4.

D. A formal statement of legal requirements

5.

E. All of the above

Equal employment opportunity legislation:
1.

A. Directly affects how sales managers implement their sales programs

2.

B. Is a form of consumer protection legislation

3.

C. Is becoming less important as the sales force is becoming more culturally
diverse

4.

D. Is a form of antitrust legislation

5.

E. Does not apply to sales positions


The Robinson-Patman Act deals with:
1.

A. Tying contracts

2.

B. Discriminatory prices or services

3.

C. Reciprocal dealing arrangements

4.

D. Unfair or deceptive packaging

5.

E. Price-fixing among competing firms