Test Questions.

1.	A direct sales method that can be used by a producer is:
A.	Selling direct to retailers
B.	Placing mail order adverts in magazines
C.	Using persuasive TV advertising
D.	Employing agents to sell products direct to consumers
2.	Duties and responsibilities of sales staff in an organisation are likely to include all of the following except:
A.	Providing product information
B.	After-sales care
C.	Making repairs
D.	Giving refunds
3.	Which of the following is an indirect sales method?
A.	Factory sales
B.	Using wholesalers
C.	Door-to-door selling
D.	Pyramid selling
	Questions 4 – 6 share the following answer options:
A.	Information
B.	Refund
C.	Product demonstration
D.	Spare parts
	Which of the above customer needs could be satisfied by the following customer services?
4.	A technical telephone ‘hotline’
5.	An after-sales service department
6.	Point-of-sale services
7.	Which of the following Acts protects the consumer from false claims made about products?
A.	Sale of Goods Act
B.	Weights and Measures Act
C.	Trademark Act
D.	Trade Descriptions Act
8.	Sales staff may be expected to undertake the following administrative tasks except:
A.	Analysing the results of market research
B.	Processing orders and organising deliveries
C.	Credit clearance and credit control
D.	Prospecting
9.	Which of the following is an indirect method of distribution?
A.	Pyramid selling
B.	Mail order
C.	Agent sales
D.	Telesales
10.	Answer the following questions: · What is distribution, and why is it important? · What is a wholesaler? · Give two advantages to a manufacturer and a retail chain of using a wholesaler. · Suggest two reasons why wholesalers are declining in importance.
11.	Answer the following questions: · Suggest three needs customers have in making a purchase other than for the products they intend to buy. · Suggest and explain three services that sales staff in an organisation will be expected to provide in order to meet the customer requirements you have listed above. · How would you evaluate the performance of an organisation and its sales staff in meeting the needs of customers? · Outline two sales communications methods an organisation could use to inform and motivate their sales staff.
12.	Answer the following questions: · What is an indirect distribution channel? · Explain the role of a wholesaler retailer, and agent in an indirect distribution channel. · Suggest and describe three sales methods a manufacturer could use to distribute products direct to the final consumer. · What distribution channel and sales method would you advise the following organisations to use for their products? Give reasons for your recommendations. - A large firm selling industrial lasers to a world-wide market - A small carpet cleaning firm serving a localised market - A manufacturer of frozen foods

Case Study ‘Company Handbook’

You work in the human resource department of a large and prestigious department store. The organisation is placing increasing importance on the need for skilled and high-quality sales staff to promote sales and customer satisfaction.

Tasks:

You have been asked to produce an information pack for new sales staff to explain their duties and responsibilities. The pack should be a well-presented document, produced using computer software. Photographs, video, and audio resources could also be included.

The structure of the information pack should be as follows:

1. A description of the nature and objectives of distribution and the various channels of distribution that exist. It is important to point out what direct and indirect sales methods the organisation might use to support and complement the work of its sales staff. For example, the store may also operate a mail-order or phone-order service.

2. An explanation of the importance to the organisation of meeting the requirements of customers, and what these requirements include.

3. An explanation of the main duties and responsibilities of the sales staff, and why it is important to perform them well.

4. A description of various sales communications methods the organisation may use from time to time to help sales staff in their tasks.

5. A summary of the main administrative tasks staff will be expected to perform, and how new technology can help them.

6. An example to demonstrate the response of consumers to the sales efforts of an organisation of your choice. For example, you can measure the success of sales efforts in terms of the image of the organisation, sales volumes and values, and profits.

Once you have completed the information manual, you will be required to present its main messages at the next induction course for new sales staff (i.e. your class or group). Your presentation should last no longer than 10-20 minutes and can include video recordings and overhead slides.

This assignment requires you to investigate actual sales methods used in department stores and other retail outlets before you produce your information pack. Alternatively complete the same tasks for any business organisation of your choice.

Дата добавления: 2015-12-08