National Diploma in Sales Management

Stage I – October 01st, 2017 – Examination

Candidate’s Registration Number (As per in the examination admission form / Student

ID) 0 0 0 0 0

For Examiner’s use only

Examiner’s Comments

Second Examiner’s Comments

Part One 1st Marker 2nd Marker Final Marks

Question 01

Part Two

Question No.

Question 02

Question 03

Question 04

Question 05

Question 06

Question 07

Question 08

Question 09

Question 10

Question 11

Part Three

Question No.

Question 12

Question 13

Question 14

Question 15

Total

Page 2 of 15

Instructions to Candidates

Time: 0930 hrs – 1230 hrs Duration: Three (03) hours

There are three parts in this question paper. Part One

This part has 40 multiple choice questions. It is a compulsory section. Candidates are expected to select the most suitable answer and underline the selected answer in the question paper itself.

Part Two

Candidates are expected to answer the questions in the space provided in the question paper. All answers are compulsory.

Part Three

Candidates are expected to answer only two questions out of four.

Answers should be written in the additional supplementary answer sheets provided and they should be attached to the question paper itself.

Other Instructions

State your Registration Number on the front cover of the answer book and on each and every additional paper attached to it. Your name must not appear anywhere in the answer book or answer scripts.

Always start answering a question on a new page.

You are reminded that answers should not be written in pencil or red pen except in drawing diagrams.

Answer the questions using: Effective arrangement and presentation Clarity of expression Logical and precise arguments

Illegible hand writing will be penalised.

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PART ONE

Read the question and underline the most appropriate answer

Question 01

Question 1.1

Sales management contributes to achieve the firm’s;

a. Corporate objectives

b. Finance objectives

c. Marketing objectives

d. HR objectives

Question 1.2

Implementation of a sales plan is known as;

a. Organizing the sales force

b. Marketing and compensating

c. Controlling the sales operation

d. Formulating an account

Question 1.3

A salesperson who provides mostly technical knowledge as per customer requirement is termed a;

a. Technical salesman

b. Telemarketer

c. Missionary salesman

d. Order taker

Question 1.4

The various methods and techniques used to promote the product at the point of sale is referred to as;

a. Exhibition

b. Merchandising

c. Packaging

d. Advertising

Question 1.5

Which one is not a part of the ANSOFF growth directions? a. Penetration

b. Product Development

c. Differentiation

d. Market Development

Page 4 of 15

Question 1.6

An organizational structure should not be based on; a. Equalizing workload

b. To Align to strategy

c. To satisfy individuals

d. Span of control

Question 1.7

Which is the wrong statement? a. A sales manager needs to be passionate about his work

b. Sales is not part of strategy

c. Sales people must have the integrity

d. Marketing decisions are relevant to sales

Question 1.8

Sales jobs are attractive as they; a. Offer financial benefits

b. More challenging

c. More freedom in work environment

d. all of the above

Question 1.9

Which of the following helps managers to understand the growth of a business unit? a. ANSOFF Metrics

b. BCG Metrics

c. Pareto’s theory

d. All of the above

Question 1.10

Fill in the blanks with appropriate words.

-------------------------- comes into the picture when a firm reaps short term benefits regardless of the long term effects;

a. Hold strategy

b. Divest strategy

c. Harvest strategy

d. Build strategy

Page 5 of 15

Question 1.11

Which is not a disadvantage of a complex sales force structure;

a. High cost involvement

b. Management may face organizational problems

c. Specialization is under emphasized

d. Territorial and customer duplication might be major hurdles

Question 1.12

Fill the blank with the suitable word from the list below.

-------------------------- reflects the rate at which the sales force converts its money investment into actual calls;

a. Efficiency

b. Effectiveness

c. Adaptability

d. Capability

Question 1.13

Which is not a good quality of a salesman?

a. Self confidence

b. Good product knowledge

c. Ability to listen to customers

d. Develop personal relationship beyond work

Question 1.14

Industrial goods are;

a. Goods purchased by individuals or organizations for further processing or for use

in conducting a business

b. Goods purchased by consumers for their own consumption

c. Fast moving consumer goods

d. Products which are characterized by extensive search and reluctance to accept

substitutes

Question 1.15

Select the correct statement to describe the traditional selling approach?

a. Selling approach got its start during the first part of the 20th century

b. A company can differentiate its products on augmented features

c. Automated systems are initiated to make the data interchange customer

information system easier

d. Understanding the needs of the consumers was not a necessity and selling was

primarily a one-sided communication

Page 6 of 15

Question 1.16

Which does not represent the rules of effective team selling?

a. Select team member carefully

b. Team leader should be at the helm of the team

c. Conduct pre-briefing sessions to define the job for each member

d. Keep the number of members maximum

Question 1.17

What is the correct sequence of Need Satisfaction Approach in Personal Selling?

a. Need identification, need fulfilment, need satisfaction

b. Need satisfaction, evaluating alternatives, need fulfilment

c. Need identification, need satisfaction, purchase

d. Need satisfaction, evaluating alternatives, after sales evaluation

Question 1.18

A disadvantage of Personal Selling from the list is; a. High proximity with potential customer

b. Flexibility of adjusting sales message

c. Enables demonstration of products

d. Cost per prospect is high

Question 1.19

Sales manager should not instruct sales person by asking;

a. What are the terms of selling?

b. Who are the customers present and future?

c. What are methods applicable?

d. What is the convenient price for selling?

Question 1.20

Which is not a method of direct marketing communication? a. Advertising

b. Face-to-face selling

c. Kiosk marketing

d. Online marketing

Page 7 of 15

Question 1.21

Things to consider when making a sales appointment; a. Right person, right company, right place

b. Right time, right location, right method

c. Right person, right time, right place

d. Right dress, right method, right language

Question 1.22

Business to business selling is known as; a. Industrial selling

b. Consumer selling

c. Retailing

d. Promotions

Question 1.23

A marketer’s point of view of a market is defined as;

a. Meeting the specific requirement of every single individual consumer

b. Act of designing the company’s offer and image in the minds of the customers

c. A cluster of individuals/organizations or mixture of two, who have specific needs and

have the ability, willingness and authority to purchase a product

d. A market is a physical location

Question 1.24

The prospect’s excuse for the rejection of a product or service is known as;

a. Source objection

b. Service objection

c. Price objection

d. Need objection

Question 1.25

What is the wrong statement on Handling Objection in Effective Personal Selling Process?

a. Objection is the resistance from the prospective buyers to block the completion of selling

b. Objections should be welcome as they indicate prospect’s interest in the offer c. Objections should be seen as an opportunity than an obstacle to sales d. Objections should be seen as an obstacle for the effective Selling process

Page 8 of 15

Question 1.26

-------------------------- refers to identifying the itinerary of salespeople in their respective territories.

a. Scheduling

b. Routing

c. Planning

d. Controlling

Question 1.27

Select the wrong statement;

a. Objection is the resistance from the prospective buyers to block the completion of

selling

b. Objections should be welcome as they indicate the prospect’s interest in the offer

c. Objections should be seen as an opportunity than an obstacle to a sale

d. Objections should be seen as an obstacle for the effective selling process

Question 1.28

Which of the following is not a category of personal selling;

a. Service

b. Industrial

c. Retail

d. Web base

Question 1.29

A group of expertise, together close a sale is called Sales cost;

a. Consultative approach of selling

b. Customer relationship-based approach

c. Problem-solving approach

d. Team selling approach

Question 1.30

The sale approach by a sales person to understand the exact nature of the issue and convince the prospect to buy a product is called;

a. Problem-solving approach

b. Team selling approach

c. Customer relationship-based approach

d. Consultative approach

Page 9 of 15

Question 1.31

A firm will most likely make heavy use of -------------------------- in the promotional mix at the introduction stage of a product;

a. Advertising

b. Sales promotion

c. Personal selling

d. Publicity

Question 1.32

The sales force structure where sales person sell specific items of product line is called as; a. Indirect sales force structure

b. Territorial sales force structure

c. Customer sales force structure

d. Product sales force structure

Question 1.33

The direct flow of products from producers to customers is termed as;

a. Marketing channels

b. Marketing concept

c. Wholesalers

d. Distributors

Question 1.34

Which does not represent the DMU’s in the B2B buying process?

a. Initiators

b. Collaborators

c. Gatekeepers

d. Influencers

Question 1.35

A sales organization entails in organizing its sales force to facilitate the act of --------------------and -------------------------- a product or a service;

a. Promotion, selling

b. Branding, distributing

c. Selling, distributing

d. Merchandising, Promotion

Page 10 of 15

Question 1.36

A sales person’s sales plan process is known as; a. Prospecting and qualifying

b. Approach

c. Pre-approach

d. Follow-up

Question 1.37

Personal selling would be most appropriate for which of the following products?

a. Chocolate bar b. Paper serviettes c. New ladies cosmetic items d. Instant noodles

Question 1.38 One of the methods for deciding on the basic territories is;

a. Demarcation method

b. Sales breakdown

c. Sales forecast

d. Call frequency method

Question 1.39

Management resources and process in territory management refers to;

a. Management of sales territory

b. Management of organization

c. Management of finance

d. Management of HR

Question 1.40

A complex sales force structure is known as;

a. Number of products or services to deal with

b. Number of customers to approach

c. Number of functional specialization

d. Combination of the above

(1 Mark x 40 Questions) (Total 40 Marks)

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PART TWO

Answer all questions in the given space

Question 02

List down two (02) disadvantages and two (02) advantages of the functional sales force

structure.

Advantages

a. …………………………………………………………………………………………………………………………..…

……………………………………………………………………………………...........................................

b. …………………………………………………………………………………………………………………………..…

……………………………………………………………………………………...........................................

Disadvantages

a. …………………………………………………………………………………………………………………………..…

……………………………………………………………………………………...........................................

b. …………………………………………………………………………………………………………………………..…

……………………………………………………………………………………...........................................

(04 Marks) Question 03

List down four (04) techniques for approaching prospects?

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

3. ……………………………………………………………………………………………………………………………………

4. ……………………………………………………………………………………………………………………………………

(04 Marks)

Page 12 of 15

Question 04

List down two (02) examples each for qualitative objectives and quantitative objectives.

Qualitative

a. ……………………………..……………………………………………………………………………………………..

b. ……………………………………………………………………………………...........................................

Quantitative

a. ……………………………..……………………………………………………………………………………………..

b. ……………………………………………………………………………………...........................................

(04 Marks)

Question 05

List the sales process, with single line explanation for each of the seven steps.

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(04 Marks)

Question 06

List two (02) advantages of personal selling.

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

(04 Marks)

Page 13 of 15

Question 07

Size is an important index of a sales territory design. Write four (04) points a company

would look at when selecting a territory size.

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

3. ……………………………………………………………………………………………………………………………………

4. ……………………………………………………………………………………………………………………………………

(04 Marks)

Question 08

List down four (04) types of Objections in Personal Selling Process?

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

3. ……………………………………………………………………………………………………………………………………

4. ……………………………………………………………………………………………………………………………………

(04 Marks)

Question 09

Write down four (04) characteristics in “sales” as a profession?

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

3. ……………………………………………………………………………………………………………………………………

4. …………………………………………………………………………………………………………………………………

(04 Marks)

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Question 10

List down the four (04) steps of problem solving approach in Personal Selling.

1. ……………………………………………………………………………………………………………………………………

2. ……………………………………………………………………………………………………………………………………

3. ……………………………………………………………………………………………………………………………………

4. ……………………………………………………………………………………………………………………………………

(04 Marks)

Question 11

The sales breakdown method is an option for designing a sales territory. What are the steps

in this method?

………………………………………………………………………………………………………………………………………………

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(04 Marks)

(4 Marks x 10 Questions)

(Total of 40 Marks)

Page 15 of 15

PART THREE

Select 2 out of 4 questions and answer them in supplementary sheets. Attach your answer sheets to the question paper.

Question 12

Planning is essential to cope with environmental changes which are external to organization.

Explain how environmental changes affect sales planning.

(10 Marks)

Question 13

Explain at least four (04) qualities of a sales person for developing a sales training

programme on personality development for personal sellers.

(10 Marks) Question 14 Explain the concept of the modern selling approach and its advantages towards

organizational development.

(10 Marks) Question 15 “Good routing is an essential part of territory management” Discuss what routing is and

how it has an impact and gives importance to an organization in territory management.

(10 Marks)

(10 Marks x 2 Questions) (Total of 20 Marks)

(Total 100 Marks)

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