17.

Identifying the decision-maker for a purchase is a typical example of which stage of the sales process?

	A.	The approach
	B.	The presentation
	C.	The close
	D.	Need assessment

18.

Citizenship behaviors:

	A.	Those behaviors that a salesperson performs as a member of his/her community.
	B.	Are performed by members of the Board of Directors
	C.	Those behaviors that are above and beyond the formal job requirements.
	D.	Are only performed by the top executives in a sales organization.
	E.	None of these

19.

When designing a new sales organization or revising an existing one, a good generalization to follow is:

	A.	Build your organization around your good people.
	B.	Design the organization from the top down, starting with the president and working your way logically down to the sales department.
	C.	Build the organization around the informal structure, because that's the way the company really works.
	D.	Centralize the organization.
	E.	The structure should reflect a market orientation, so focus attention first on the market's needs and the sales force.

20.

The textbook defines inside sales as being similar to:

	A.	across-the-counter selling
	B.	e-commerce
	C.	business-to-consumer sales
	D.	telemarketing
	E.	consumption