91. Which of the following is not relevant to relationship marketing?

a. An organisation's primary responsibility is to serve the customer

b. Customer knowledge is paramount to achieving market orientation
c. A relational approach to selling is preferred to a transactional approach
d. The organisation should only offer the customer what it is able to produce
sustainably

92. Which of the following is not one of the main characteristics of relationship marketing
according to Christopher et al. (1991)?
a. Orientation on product features
b. Long timescale
c. Quality is the concern of all
d. High customer commitment

93. Which of the following is not part of the marketing strategy continuum offered by
Grönroos?
a. Time perspective
b. Measurement of customer satisfaction
c. Interdependency between marketing operations and personnel
d. Customer profiling

94. What is the modern definition of customer care?

a. Customer care is an integral objective of modern management
b. Customer care is a philosophy which ensures that products or services and the
aftercare associated with serving customers' needs at least meet, and in most cases
exceed, expectations
c. Customer care is a strategy to ensure that customers keep coming back
d. Customer care is a tactic to ensure consistent profitability

95. Which of the following statements is false?

a. Total quality management leads to market-led quality that ensures customers
perceive quality being built into both the product and the service component of the
total product offering
b. As product parity is reached between different product offerings, companies can gain
a competitive advantage by increasing the total service component of their market
offerings
c. Total quality management brings together quality, marketing and customer service
d. Just-in-time management is an essential component of total quality management
96. What is meant by reverse marketing?
a. Reverse marketing occurs when sellers reinstate dormant buyers
b. Reverse marketing occurs where buyers take the initiative and they source suppliers
c. Reverse marketing is a tactic that is applied in conflict with other marketing
programmes
d. Reverse marketing occurs when competitors are used to promote an organisation's
products and services

97. Which of the following statements is not true about database management?
a. Database management can only help a company understand the past behaviour of
customers but offers little help in identifying potential future behaviours
b. Database management can immensely help companies with determining what
existing and potential customers seek and need
c. Database management enables companies to segment customers on the benefit level
d. Different segments of consumers may perceive benefits differently and consequently
have differing degrees of affinity and commitment to loyalty programmes, products,
services and even benefits

98. Which of the following is not considered to be a skill of the modern salesperson?
a. Presentation skills
b. Active listening
c. Being able to influence the potential buyer
d. Building relationships and creating personal rapport

99. What is the prime objective of relationship selling?

a. Customer retention
b. Customer care
c. Customer acquisition
d. Customer segmentation

100. A company's marketing information system (MkIS) has three inputs. Which are they?
a. Marketing research, market intelligence and the company's own internal accounting
system
b. Qualitative marketing research, quantitative marketing research and market
intelligence
c. Profits, customer defection rates and product range
d. Market intelligence, competitors' profiles and substitutes to the company's products
and services.

101. What is direct marketing?

a. Direct marketing attempts to acquire and retain customers by contacting them
without the use of an intermediary
b. Direct marketing is a sales tactic
c. Direct marketing is a key component of one-to-one marketing
d. Direct marketing is central to marketing orientation
102. Which of the following could not be a usual direct response objective of direct marketing?
a. A purchase over the telephone or by post
b. A request for more information such as a catalogue or sales literature
c. A request for a salesperson's visit
d. The request for an update of current mailing details

103. Which of the following is not a common method used for direct marketing?
a. Direct response advertising
b. Direct mail
c. Inserts
d. Advertorial

104. Which of the following is not one of the five factors that Smith and Taylor identified as
having fuelled the rise in direct marketing activity?
a. Sophisticated analytical techniques
b. Legal regulations about lists
c. Computer technology
d. Market fragmentation

105. Which of the following is not true about databases?

a. The basic database tends to include information about who the customer is, what he
or she purchased and where the purchase(s) was/were made. In addition, a
sophisticated database will include details about methods of payment as well as
when the purchases were
b. Information such as types of purchase, frequency of purchase, purchase value and
responsiveness to promotional offers may be held in the database
c. A marketing database comprises an electronic filing cabinet containing a list of
names, addresses and transactional behaviour
d. The industry within which a firm operates will determine whether a basic or
sophisticated database is used

106. What is meant by ACORN?

a. It is a geo-demographic analysis that involves the classification of residential
neighbourhoods
b. It is a segmentation tool
c. It is a financial categorisation
d. It is a marketing tactic

107. Which of the following statements is not true about a URN?

a. Each customer is allocated a URN in a database
b. The URN is altered as soon as a major change takes place in a customer's life
c. The URN is a unique reference number
d. The URN helps distinguish between any customers who may have similar names
108. Which of the following is not an objective of database marketing?
a. It stimulates demand
b. It is used to stay close to customers by recording and storing an electronic database
memory of customers, prospects and all communication and transactional data
c. It provides information to a target audience
d. It stimulates product innovation

109. Which of the following is not considered to be typical information stored on a database?
a. Complaint history
b. Promotional information
c. Transactional information
d. Information on actual and potential customers

110. Which of the following is not an application of direct marketing?

a. Direct mail
b. Marketing research
c. Loyalty marketing
d. Telemarketing

111. Signorini helps put some structure on mobility devices by defining four areas into which
the majority of these wireless data applications fall. Which of the following is not one of
these four areas?
a. Field sales
b. Mobile office
c. Management
d. Field service

112. What is the order of the four levels at which e-commerce can take place?
a. Publish, transact, interact, integrate
b. Interact, publish, transact, integrate
c. Publish, interact, transact, integrate
d. Interact, transact, publish, integrate

113. Which of the following statements is not true about customer relationship management
(CRM)?
a. CRM is a term for methodologies, technologies and e-commerce capabilities used by
firms to manage customer relationships
b. CRM is only achievable by big established firms
c. CRM software packages aid the interaction between customer and company,
enabling the firm to coordinate all its communications so that the customer is
presented with a unified message and image.
d. One basic principle behind CRM is that company personnel should have a 'single
customer view' of each client
114. Which of the following is not a benefit of the growing use of the internet as a marketing
and sales medium?
a. It increases the power of the consumer
b. It increases the availability of comparative price information
c. It increases the diversity of purchasing options
d. It helps avoid risk

115. Which of the following is not true about extranets?

a. They are secure sites accessible only to certain people and/or organisations
b. They allow transactions between buyer and seller to take place with the guidance of
key salespeople
c. Customers are able to log on to make routine purchases
d. These business-to-business sites improve sales productivity and allow salespeople to
build customer loyalty

116. Which of the following is not true about quick response (QR) codes?
a. Potential customers can be reached
b. They can take the customer directly to the product by the use of pixellated black and
white squares in an advertisement, which hold a bank of information
c. To read the squares, users need a smartphone or any ordinary mobile phone
d. The free app, which enables the user to point the camera at the printed code to
activate more material, must be downloaded

117. Which of the following is not a type of online advertising?

a. Pop-ups
b. Interstitials
c. Editorial
d. Superstitials

118. Data can be captured from those who make purchases. Which of the following is not one
of the commonly captured data?
a. Frequency of ordering
b. Size of orders
c. Previous seller
d. Methods of payment
119. Technology can increase the overall professionalism of salespeople as they work through
the sales cycle with potential customers. Which of the following is not one of the benefits
provided by laptop software applications?
a. They help with the completion of routine office administrative tasks
b. They provide better customer service because the salesperson has immediate access
to information such as stock levels or quotations
c. They capture information that allows management to measure and monitor sales
performance
d. They help to create and manage sales opportunities so that a greater proportion is
converted into sales

120. Social media sites such as Facebook, LinkedIn and Twitter provide opportunities to help
the sales process. Which of the following is not one of the key functions of social media
activity?
a. Calling on new buyers
b. Personal relationships
c. Event notification
d. Track the online behaviour of customers

121. Several facts emphasise the importance of effective salesforce selection. Which of the
following is not one of these facts?
a. There is wide variability in the effectiveness of salespeople
b. Salespeople are very costly
c. The quality of the sales representatives that sales managers recruit can have a
substantial effect on sales turnover
d. Innate selling skills and ability can be taught

122. Which of the following was not one of the top four features identified by Galbraith, Kiely
and Watkins when in 1991 they examined the features that attracted salespeople into
selling and what they valued most about their work?
a. Working methods
b. Promotion prospects
c. Independence
d. Earnings

123. Which of the following is not one of the number of stages in the recruitment and selection
process?
a. Preparation of the job description and personnel specification
b. Identification of sources of recruitment and methods of communication
c. Designing an effective application form and preparing a shortlist
d. Making the offer
124. Which of the following should not be included in a personnel specification?
a. Physical requirements: e.g. speech, appearance
b. Aptitudes and qualities: e.g. ability to communicate, self-motivation
c. Sexual orientation
d. Standard of education and qualifications, experience and successes

125. There are six main sources of recruitment. Which of the following is not one of these
sources?
a. From inside – the company's own staff
b. Recruitment agencies
c. Educational establishments
d. Other countries

126. When designing an effective application form and preparing a shortlist, four categories of
information are usual on application forms. Which of the following is not one of these?
a. Personal
b. Education
c. Employment history
d. Residential/housing status

127. There are several ways in which interviews are used during the selection processes for
salespeople. Which of the following is not usual?
a. Two-stage interviews
b. The sales manager alone can hold the initial interview
c. In order to assess his or her skills, the potential salesperson conducts an interview of
a salesperson from the company
d. The human resources manager or human resources manager and the sales manager
together can conduct the initial interview

128. The skills required in the needs analysis stage of the selling process may be used in an
interview to good effect. Which of the following is not one of the techniques which the
interviewer can specifically use?
a. The playback technique
b. The use of rewards
c. The use of silence
d. The use of loaded questions

129. Psychological testing is often used as a supplementary selection aid. However, a number
of criticisms have been associated with these tests. Which of the following is not one of
the criticisms?
a. Numeracy performance does not reflect communication skills
b. Tests have been used to identify individual personality traits, which may not be
associated with sales success
c. Many tests measure interest rather than sales ability
d. It is easy to cheat
130. Which of the following is relevant to role playing?
a. It can help gauge the selling potential of candidates as it involves placing them
individually in selling situations and assessing how well they perform
b. At best, it measures sales ability at that moment
c. Previous sales experience may be a strong factor
d. Role playing can help assess the candidate's ability to establish and handle long-term
relationships with buyers

131. Creating and maintaining a well-motivated salesforce is a challenging task. Which of the
following statements is not a reason why this task could be challenging?
a. Sales is a vocation that only suits some personality types
b. Effective motivation requires a deep understanding of salespeople as individuals,
their personalities and value systems
c. The confidence and motivation of salespeople are being constantly worn down by
the inevitable rejections from buyers as part of everyday activities
d. The salesperson and supervisor are normally geographically separated, so the
salesperson may feel isolated or even neglected

132. Which of the following is not a result of high levels of motivation according to research?
a. A more relaxed attitude and a less negative emotional tone
b. Working smarter and a more adaptive selling approach
c. Less interest in being creative
d. Higher self-esteem

133. The classic motivational model, Maslow 's hierarchy of needs, proposes that there are five
fundamental needs, which are arranged in a 'hierarchy of prepotency'. Which of the
following is not one of these five fundamental needs?
a. Psychological
b. Safety
c. Belongingness and love
d. Self-actualisation

134. Herzberg's dual factor theory distinguished factors which can cause dissatisfaction but
cannot motivate (hygiene factors), and factors which can cause positive motivation.
Which of the following is not included as a hygiene factor?
a. Physical working conditions
b. Security
c. Regular possibility of promotion
d. Interpersonal relationships
135. Vroom's expectancy theory assumes that people's motivation to exert effort is dependent
upon their expectations for success. Vroom based his theory on three concepts. Which of
the following is not one of these three concepts?
a. Expectancy. This refers to a person's perceived relationship between effort and
performance
b. Financial status. This represents how much monetary value is perceived to be given
to a person
c. Instrumentality. This reflects the person's perception of the relationship between
performance and reward
d. Valence. This represents the value placed upon a particular reward by a person

136. According to the essence of Adams's inequity theory, for a salesperson, inequity can be
felt in several areas. Which of the following is not usually considered to be an area?
a. Monetary rewards
b. Workload
c. Geographical dispersion of clients
d. Targets

137. Likert based his sales management theory on research that looked specifically at the
motivation of salespeople. His research related differing characteristics and styles of
supervision to performance. Which of the following was one of the hypotheses he tested?
a. The sales managers' own behaviours provide a set of standards which, in themselves,
will affect the behaviour of their salespeople
b. Sales managers' management style affects the style of the salespeople
c. Sales managers' pace of review affects the perfomance of salespeople
d. Sales managers' time with a company affects the time that salespeople remain with a
given company

138. Field training is designed to improve the performance of the experienced as well as the
newer salesperson. In order to achieve this, the sales manager needs to do several
activities. Which of the following is not recommended?
a. Monitor progress to check that an improvement has been realised
b. Analyse each salesperson's performance
c. Identify strengths and weaknesses
d. Accept the weaknesses of the salespeople

139. The four-stage training model proposed by Kirkpatrick is a widely adopted framework for
evaluating the effectiveness of sales training. Which of the following is not one of the four
categories?
a. Participants' reactions to the training course
b. Acquisition and retention of knowledge and attitude change
c. Adherence to work behaviour
d. Organisational outcomes
140. A diverse set of skills and roles is required to succeed as a sales manager. Which of the
following could not be considered as a skill and role?
a. Developing close relationships with customers and an in-depth understanding of
customers' businesses
b. Avoiding up-to-date technologies
c. Marketing skills to identify potential business opportunities and recommend
strategies
d. Continually seeking ways to exceed customer expectations and create added value in
buyer–seller relationships

141. What is the classic form of organising a salesforce?

a. According to the size of the account
b. Along geographical lines
c. According to languages spoken by the salespeople
d. According to the number of years with the company

142. Which of the following conditions are conducive to sales specialisation along product
lines?
a. The company holds the monopoly in a specific market
b. The company sells a wide range of technically complex and diverse products and
key members of the decision-making unit of the buying organisations are different
for each product group
c. The company is the sole manufacturer of a given product
d. The company is internationally recognised

143. What are involved with customer-based structures?

a. Companies are organising themselves around customers and shifting resources from
product or regional divisions to customer-focused business units
b. Customers choose which key account manager they wish to do business with
c. Customers decide which product range they wish to purchase
d. Companies are segmenting customers based on the type of purchases being made

144. Which of the following statements is not relevant to market-centred structures?

a. Sales specialisation is by the size of market served
b. Often in industrial selling the market is defined by industry type as different industry
groups have widely varying needs, problems and potential applications
c. Specialisation by market served allows salespeople to gain greater insights into
factors significant for their particular industry, as well as to monitor changes and
trends within the industry that might affect demand for their products
d. Salespeople in an industry tend to be viewed as 'fraternity brothers' by their
customers due to their familiarity with the given industry
145. A number of advantages are claimed for a key account salesforce structure. Which of the
following is not one of the advantages?
a. Close working relationships with the customer
b. Improved communication and coordination
c. Guaranteed advancement
d. Better follow-up on sales and service

146. What is meant by the term national account?

a. The term national account is generally considered to refer to large and important
customers who may have centralised purchasing departments that buy or coordinate
buying for decentralised, geographically dispersed branches that transcend sales
territory boundaries
b. The term national account refers to government account
c. The term national account refers to an account which is based on a centralised
system of operations
d. The term national account refers to an account which is held by any buyer company
within the same country as the seller company

147. Which of the following is not one of the usual considerations when deciding upon
international salesforce organisation?
a. Geographical size
b. Sales potential
c. Customer expectations
d. Types of products

148. Which of the following factors would not be suggested as a need for territory revision?
a. Change in consumer preference
b. Competitive activity
c. Diminution in the usefulness of chosen distribution channels
d. Decreases in the cost of covering territories

149. A number of objectives can be achieved through a compensation scheme. Which of the
following is not an objective that can be associated with a compensation plan?
a. Compensation can be used to attract and hold successful salespeople by providing a
good standard of living for them, by rewarding outstanding performance and
providing regularity of income
b. Compensation can be designed to allow selling costs to fluctuate in line with changes
in sales revenue. Thus, in poor years lower sales are offset to some extent by lower
commission payments, and in good years increased sales costs are financed by
higher sales revenue
c. Compensation plans can be formulated to direct the attention of sales personnel to
specific company sales objectives
d. Compensation can be used as a sole differentiator from a company's competitors
150. Darmon identified five types of salespeople. Which of the following is not one of these?
a. Satisfiers
b. Status orientated
c. Goal orientated
d. Money orientated

151. What does the term 'market forecasting' mean?

a. A company can segment the potential market for its offerings
b. A company can forecast market sales and then determine what share of this will
accrue to the company
c. A company can determine the size of the potential market
d. A company can evaluate whether a market would be suitable or not for its products
or services

152. Forecasts can be produced for different horizons. Which of the following statements is not
true about forecasts?
a. Forecasts can start at an international level and range down to national levels
b. Forecasts can be produced by industry, then by company levels until individual
product-by-product forecasts are reached
c. Forecasts should never be broken down seasonally over the time span of the
forecasting period
d. Forecasts can be broken down geographically right down to individual salesperson
areas

153. Which of the following is not a qualitative forecasting technique?

a. Salesforce composite
b. Panels of executive opinion
c. Delphi method
d. Product testing and test marketing

154. Quantitative techniques can be divided into two types: time series analysis and causal
techniques. Which of the following is not one of the quantitative forecasting techniques
that are categorised as time series analysis?
a. Moving averages
b. Z (or zee) charts
c. Exponential smoothing
d. Consumer/user survey method

155. Which of the following is not one of the quantitative forecasting techniques that are
categorised as causal techniques?
a. Leading indicators
b. Simulation
c. Diffusion models
d. Box–Jenkins
156. Which of the following is not true about budgeting?
a. An organisation needs to budget to ensure that expenditure does not exceed planned
income
b. The company costing function takes the short-term sales forecast as its starting point,
and from this budgets are allocated to departments (or cost centres)
c. Budgets state limits of spending; they are thus a means of control
d. The company can plan its profits based upon anticipated sales, minus the cost of
achieving those sales (which is represented in the total budget for the organisation)

157. The advertising budget includes those expenses directly attributable to above-the-line
promotion (e.g. television advertising), and below-the-line promotion (e.g. a coupon
redemption scheme). Which of the following is not usually considered to be a method
used to ascertain the level of such a budget?
a. The risk method
b. The objective and task method
c. The return on investment method
d. The incremental method

158. Which of the following is not true about the sales budget?
a. It is a statement of projected sales by individual salespeople
b. The figure that reaches the individual salesperson is sometimes called the sales quota
or sales target and this is the amount that must be sold in order to achieve the
forecasted sales
c. Quotas or targets are in direct conflict with performance targets that must be reached
d. Incentives are often linked to salespeople reaching (and surpassing) their quotas or
targets

159. It is sensible to periodically review individual sales quotas to establish if they are
reasonable given current market conditions. Which of the following is not recommended
as part of this process?
a. Employ surrogate measures to give at least relative measures of potential
b. For consumer products, disposable incomes and number of people in the target
market may be used to assess relative potential
c. For industrial products, the number and size of potential customers may be used
d. All territories should be treated equally and be deemed equivalent to each other in
terms of workload

160. To produce a good forecast, sales leaders need to pay attention to a range of factors.
Which of the following is not one of these suggested factors?
a. Good forecasting requires a good sales strategy
b. Good forecasting requires a milestone-driven pipeline process
c. Good forecasting requires an understanding of your buyer's behaviour
d. Good forecasting, once set, should not be tampered with
161. What is salesforce evaluation?
a. It is the assessment of the sales team
b. It is the comparison of salesforce objectives with results
c. It is the review of current profits compared to those of the two previous years
d. It is the evaluation of each salesperson

162. Which of the following would not be considered a salesforce objective?

a. Market share
b. Customer satisfaction
c. The promotion of salespeople
d. Expenses

163. Which of the following is not a usual benefit of evaluation?

a. It helps determine where wastage of expenses is occurring
b. It helps attain company objectives as by measuring actual performance against
objectives, shortfalls can be identified and appropriate action taken to improve
performance
c. It can help improve an individual's motivation and skills
d. It provides the opportunity for the recognition of above-average standards of work

164. Three of the following are dependent on the information derived from evaluation. Which
one is not?
a. Training
b. Net profit
c. Motivation
d. Objective

165. Which of the following could not be considered as a specific output measure for
individual salespeople?
a. Sales revenue achieved
b. Number of orders
c. Sales to new customers
d. Support to team members

166. Which of the following is not true about quantitative performance measures?
a. Quantitative performance measures fall into three groups
b. Some input measures are essentially diagnostic in nature; the measures help to
provide indications of why performance is below standard
c. Key output measures relate to sales and profit performance
d. Most companies use a combination of input (behavioural) and output measures to
evaluate their salesforces
167. Quantitative measures can be used to explore the remuneration which each salesperson
receives. The focus is on expenses and compensation. With respect to expenses,
comparisons are made between salespeople and between current year and last year. Which
of the following is not a ratio that can be used?
a. Expenses/sales revenue generated
b. Expenses/profit generated
c. Expenses based on duration of employment with the company
d. Expenses per square mile of territory

168. Which of the following is one of the usual dimensions assessed by a qualitative measure
of performance?
a. Achievement of sales quotas
b. Self-organisation
c. Product knowledge
d. Cooperation and attitudes

169. Which of the following is not a sub-factor to assess sales skills using a qualitative measure
of performance?
a. Handling the opening and developing rapport with the potential customer
b. Identification of customer needs, questioning ability
c. Ability to overwhelm and persuade the potential buyer
d. Ability to close the sale

170. Which of the following statements is not true about appraisal interviewing?
a. Appraisal interviewing can provide the opportunity to identify a salesperson's
weaknesses
b. Appraisal interviewing is best conducted in an informal setting
c. Appraisal interviewing offers the opportunity to give praise when it is deserved
d. One method which can be used in appraisal interviewing is to ask the salesperson to
write down 5–10 expectations that they hope to achieve during the next year. The
sales manager can then sit down with the salesperson and go through this list,
breaking it down into quarterly (three-month) sections. At the end of each quarter
they have another meeting to see if expectations have been met or shifted in any way

Answer:
90. b.Systematic review of terms and conditions is not usually routinely conducted

91. d.The organisation should only offer the customer what it is able to produce sustainably

92. a.Orientation on product features

93. d.Customer profiling

94. b.Customer care is a philosophy which ensures that products or services and the aftercare
associated with serving customers' needs at least meet, and in most cases exceed,
expectations

95. d.Just-in-time management is an essential component of total quality management

96. b.Reverse marketing occurs where buyers take the initiative and they source suppliers

97. a.Database management can only help a company understand the past behaviour of
customers but offers little help in identifying potential future behaviours

98. c.Being able to influence the potential buyer

99. a.Customer retention

100. a.Marketing research, market intelligence and the company's own internal accounting
system

101. a.Direct marketing attempts to acquire and retain customers by contacting them without the
use of an intermediary

102. d.The request for an update of current mailing details

103. d.Advertorial

104. b.Legal regulations about lists

105. d.The industry within which a firm operates will determine whether a basic or sophisticated
database is used

106. a.It is a geo-demographic analysis that involves the classification of residential

neighbourhoods

107. b.The URN is altered as soon as a major change takes place in a customer's life

108. d.It stimulates product innovation

109. a.Complaint history

110. b.Marketing research

111. c.Management

112. a.Publish, transact, interact, integrate

113. b.CRM is only achievable by big established firms

114. d.It helps avoid risk

115. b.They allow transactions between buyer and seller to take place with the guidance of key
salespeople

116. c.To read the squares, users need a smartphone or any ordinary mobile phone

117. c.Editorial

118. c.Previous seller

119. a.They help with the completion of routine office administrative tasks

120. d.Track the online behaviour of customers

121. d.Innate selling skills and ability can be taught

122. b.Promotion prospects

123. d.Making the offer

124. c.Sexual orientation

125. d.Other countries

126. d.Residential/housing status

127. c.In order to assess his or her skills, the potential salesperson conducts an interview of a
salesperson from the company

128. d.The use of loaded questions

129. a.Numeracy performance does not reflect communication skills

130. d.Role playing can help assess the candidate's ability to establish and handle long-term
relationships with buyers

131. a.Sales is a vocation that only suits some personality types

132. c.Less interest in being creative

133. a.Psychological

134. c.Regular possibility of promotion

135. b.Financial status. This represents how much monetary value is perceived to be given to a
person

136. c.Geographical dispersion of clients

137. a.The sales managers' own behaviours provide a set of standards which, in themselves, will
affect the behaviour of their salespeople

138. d.Accept the weaknesses of the salespeople

139. c.Adherence to work behaviour

140. b.Avoiding up-to-date technologies

141. b.Along geographical lines

142. b.The company sells a wide range of technically complex and diverse products and key
members of the decision-making unit of the buying organisations are different for each
product group

143. a.Companies are organising themselves around customers and shifting resources from
product or regional divisions to customer-focused business units

144. a.Sales specialisation is by the size of market served

145. c.Guaranteed advancement

146. a.The term national account is generally considered to refer to large and important
customers who may have centralised purchasing departments that buy or coordinate buying
for decentralised, geographically dispersed branches that transcend sales territory
boundaries

147. d.Types of products

148. d.Decreases in the cost of covering territories

149. d.Compensation can be used as a sole differentiator from a company's competitors

150. b.Status orientated

151. b.A company can forecast market sales and then determine what share of this will accrue to
the company

152. c.Forecasts should never be broken down seasonally over the time span of the forecasting
period

153. c.Delphi method

154. d.Consumer/user survey method

155. d.Box–Jenkins

156. b.The company costing function takes the short-term sales forecast as its starting point, and
from this budgets are allocated to departments (or cost centres)
157. a.The risk method

158. c.Quotas or targets are in direct conflict with performance targets that must be reached

159. d.All territories should be treated equally and be deemed equivalent to each other in terms
of workload

160. d.Good forecasting, once set, should not be tampered with

161. b.It is the comparison of salesforce objectives with results

162. c.The promotion of salespeople

163. a.It helps determine where wastage of expenses is occurring

164. b.Net profit

165. d.Support to team members

166. a.Quantitative performance measures fall into three groups

167. c.Expenses based on duration of employment with the company

168. a.Achievement of sales quotas

169. c.Ability to overwhelm and persuade the potential buyer

170. b.Appraisal interviewing is best conducted in an informal setting