Because the company was angered by the actions of its resellers, Acme Manufacturing decided to slow down deliveries and postpone product availability to these resellers. What type of power is Acme wielding in the channel?
A) legitimate power
B) coercive power
C) referent power
D) reward power
E) logistical power
Question 2Which of the following sales communications formats requires the least amount of buyer involvement or input?
A) A directed sales presentation
B) A written sales presentation
C) A customized sales presentation
D) A canned sales presentation
E) An organized sales dialogue
Question 3Which are part of IBM's BANT?
A) Budget
B) Authority
C) Need
D) Timeline
E) All of the answer choices.
Question 4The HR functions that together support the creation of a climate for service is referred to as the:
A) concept strategy.
B) service HR wheel.
C) marketing wheel.
D) service operation strategy.
E) interdepartmental support.
Question 5Many products, such as candy, soft drinks, and gum, are sold via intensive distribution. However, this strategy has a major drawback. What is it?
A) It maximizes profit margin rather than sales volume.
B) It encourages customers to shop around for the lowest price.
C) It promotes a very high degree of brand switching.
D) The manufacturer must give up a good degree of control over pricing and product display.
E) It gives customers fewer opportunities to find the product.
Question 6The sales message varies little from customer to customer in a(n) _____.
A) directed sales presentation
B) written sales presentation
C) organized sales presentation
D) canned sales presentation
E) impromptu sales presentation
Question 7An outcome-based sales force control system involves less direct field supervision of salesperson activities and uses____________________measu
res to evaluate____________________a
nd a compensation system with a large incentive component.
Fill in the blank(s) with correct word
Question 8One of the major lessons to learn from the service-profit chain is:
A) customer loyalty leads to customer satisfaction.
B) firms must satisfy their employees in order for customer satisfaction to become a consistent reality.
C) employee retention leads to employee satisfaction.
D) the firm's profitability leads to customer satisfaction.
E) revenue growth leads to customer satisfaction.
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