Test Bank ABC's of Relationship Selling through Service 13th Edition By Charles Futrell A+

$35.00
Test Bank ABC's of Relationship Selling through Service 13th Edition By Charles Futrell A+

Test Bank ABC's of Relationship Selling through Service 13th Edition By Charles Futrell A+

$35.00
Test Bank ABC's of Relationship Selling through Service 13th Edition By Charles Futrell A+

1) The marketing concept is a business philosophy that says the customers' want- satisfaction is the economic and social justification for a firm's existence.

Answer: TRUE

Explanation: According to the marketing concept, a customer's wants and satisfaction justify the economic and social existence of a firm. Consequently, all company activities should be devoted to determining customers' wants and then satisfying them, while still making a profit.

Difficulty: 1 Easy

Topic: What is the Purpose of Business?

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

2) Selling and marketing are not synonymous.

Answer: TRUE

Explanation: Selling is a marketing component that traditionally refers to the personal communication of information to persuade a prospective customer to buy something. Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.

Difficulty: 1 Easy

Topic: Traditional View of Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

3) The marketing mix consists of three components: price, product, and promotion.

Answer: FALSE

Explanation: A firm's marketing mix consists of four main elements—product, price, distribution or place, and promotion—a marketing manager uses to market goods and services.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

4) Professional selling refers to the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

Answer: TRUE

Explanation: As per the definition adapted by American Society of Training and Development (ASTD), Professional Selling is the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

Difficulty: 1 Easy

Topic: What is Professional Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

5) The Core Principles of Professional Selling refer to: 1) unselfishly serving the buyer or buying organization and 2) professionally representing the selling organization.

Answer: TRUE

Explanation: Every salesperson must constantly balance two primary duties, called as the Core Principles of Professional Selling: 1) unselfishly serving the buyer or buying organization and 2) professionally representing the selling organization.

Difficulty: 2 Medium

Topic: The Core Principles of Professional Selling

Learning Objective: 01-03 Define professional selling and explain the Core Principles of Professional Selling.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

6) Students graduating from a sales program learn faster in their sales position than students without a sales education.

Answer: TRUE

Explanation: A curriculum in professional selling offers students an incredible opportunity. A sales education provides you with: a) an excellent opportunity to differentiate yourself from other candidates; b) knowledge that can hasten your learning within your sales career; and, c) an entryway to organizations that want your skill set.

Difficulty: 1 Easy

Topic: Sales: A Valued Education Leading to Career Opportunity

Learning Objective: 01-04 Discuss the reasons people might choose a sales career.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

7) One of the reasons to choose a sales career is the wide variety of sales jobs available.

Answer: TRUE

Explanation: There are six major reasons for choosing a sales career including the wide variety of sales jobs available. Other reasons include service to others, the freedom of being on your own, the challenge of selling, the opportunity for advancement in a company, and the rewards from a sales career.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-04 Discuss the reasons people might choose a sales career.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

8) Maintaining a professional sales force accounts for major expenditures by most companies. Thus, professional selling presents a large number of career opportunities.

Answer: TRUE

Explanation: Maintaining a professional sales force accounts for major expenditures by most companies. Thus, professional selling presents a large number of career opportunities. There are millions of sales jobs, and the probability that at one time during your life you will have a sales job is high.

Difficulty: 2 Medium

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

9) A wholesale salesperson would sell designer clothing to a department store which in turn would resell the items to individual customers.

Answer: TRUE

Explanation: Wholesalers (also called distributors) buy products from manufacturers and other wholesalers and sell to other organizations. A wholesale salesperson sells products to parties for resale, use in producing other goods or services, and operating an organization, such as your school buying supplies.

Difficulty: 2 Medium

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

10) A sales engineer works for a manufacturer and sells the benefits of intangible products.

Answer: FALSE

Explanation: Manufacturers' salespeople work for organizations producing tangible products. A sales engineer sells products that call for technical know-how and an ability to discuss technical aspects of the product.

Difficulty: 2 Medium

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

11) There are no differences between what a service salesperson sells and what an industrial products salesperson sells.

Answer: FALSE

Explanation: An industrial products salesperson sells a tangible product to industrial buyers. Service salesperson must sell the benefits of intangible or nonphysical products such as financial, advertising, or insurance services.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

12) Creative selling is an important part of what an order-getter does.

Answer: TRUE

Explanation: Order-getters get new and repeat business using a creative sales strategy and a well-executed sales presentation.

Difficulty: 2 Medium

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

13) Even experienced sales representatives in outside sales typically receive intensive direct supervision.

Answer: FALSE

Explanation: A sales job provides possibly the greatest relative freedom of any career. Experienced employees in outside sales usually receive little direct supervision and may go for days, even weeks, without seeing their bosses.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-04 Discuss the reasons people might choose a sales career.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

14) A salesperson's career path is the upward sequence of job movements during a sales career.

Answer: TRUE

Explanation: Successful salespeople have many opportunities to move into top management positions and sometimes advancement comes quickly. A sales personnel career path is the upward sequence of job movements during a sales career.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-05 Enumerate some of the various types of sales jobs.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

15) Given that sales jobs offer higher nonfinancial rewards than most other areas of corporate America, the compensation of salespeople is typically lower than that of workers in areas like production and personnel who are at a comparable level in the organization.

Answer: FALSE

Explanation: Both corporate and field sales managers typically receive higher salaries than others (such as production, advertising, product, or personnel managers) at the same organizational level. In many cases, the higher the sales position, the greater the benefits offered.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-04 Discuss the reasons people might choose a sales career.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

16) Financial rewards for professional salespeople are commonly solely based on performance.

Answer: TRUE

Explanation: Many are attracted to selling because in a sales career financial rewards are commonly based solely on performance. Many professional salespeople have opportunities to earn large salaries.

Difficulty: 1 Easy

Topic: Why Choose a Sales Career?

Learning Objective: 01-04 Discuss the reasons people might choose a sales career.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

17) To be a successful salesperson, a salesperson must love to sell.

Answer: TRUE

Explanation: Successful salespeople have a genuine love for selling and find the activity exciting. Success in sales also requires having a strong conviction about the product being sold.

Difficulty: 2 Medium

Topic: Success in Selling-What Does it Take?

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

18) Today's salespeople make a contribution to the welfare of others through service.

Answer: TRUE

Explanation: Modern salespeople sell solutions to people's needs that make their dreams come true, so they are contributing to the welfare of others through service.

Difficulty: 1 Easy

Topic: Success in Selling-What Does it Take?

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

19) A salesperson needs physical, spiritual, and mental stamina to succeed.

Answer: TRUE

Explanation: Today's salesperson needs to be physically, mentally, and spiritually prepared to meet the daily challenges of a sales career. Body, mind, and soul play an important role in the level of a person's stamina.

Difficulty: 1 Easy

Topic: Success in Selling-What Does it Take?

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

20) Today's salesperson needs personal characteristics that allow for true caring for customers.

Answer: TRUE

Explanation: The most important characteristic of a successful salesperson is a caring attitude—caring about the customer's best interest. If the customer can trust the salesperson, then the fear of being taken advantage of is removed.

Difficulty: 1 Easy

Topic: C-Characteristics for the Job Examined

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

21) Emotional self-control is difficult for many salespeople to develop because of personal and financial investments in making sales to customers.

Answer: TRUE

Explanation: Self-control is the most difficult trait for a salesperson to develop. Self-control involves restraining emotions, passions, and desires for self-gain even when the salesperson must sell to make a living. There is considerable incentive for the salesperson to use pressure or lie, for example, to compel the customer to buy something that may not be needed or that is falsely represented.

Difficulty: 2 Medium

Topic: C-Characteristics for the Job Examined

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

22) Self-control refers to the discipline needed to rise early, work late, and prepare for the next day in the evening.

Answer: TRUE

Explanation: Self-control also refers to the needed discipline to work hard, set priorities, and balance family and career. This involves working early, working late, and preparing for sales calls in advance.

Difficulty: 1 Easy

Topic: C-Characteristics for the Job Examined

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

23) Many of today's salespeople are considered professionals due to their product knowledge and customer service.

Answer: TRUE

Explanation: In recent years, the distinction between a salesperson and a professional has blurred because the salesperson of today is a pro. Many salespeople know more about their field and product than the buyer. This expertise enables the seller to become the buyer's partner, a counselor on how to solve problems.

Difficulty: 1 Easy

Topic: Relationship Selling

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

24) The acronym ABCS represents the tools needed for creating a successful marketing mix.

Answer: FALSE

Explanation: The letters ABCS stand for analyze, benefits, commitment, and service, which are the four main elements in the customer relationship process used by salespeople to build long-term relationships.

Difficulty: 2 Medium

Topic: Relationship Selling

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

25) Relationship selling is the creation of customer loyalty.

Answer: TRUE

Explanation: Salespeople are no longer adversaries who manipulate people for personal gain. They want to be consultants, partners, and problem solvers for customers. Their goal is to build a long-term relationship with clients.

Difficulty: 1 Easy

Topic: Relationship Selling

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

26) As a profession, salespeople need no more tact than those in any other profession.

Answer: FALSE

Explanation: Salespeople probably need more tact, diplomacy, and social poise than other employees in an organization. Many sales jobs require the salesperson to display considerable emotional and social intelligence in dealing with buyers.

Difficulty: 2 Medium

Topic: Sales Jobs are Different

Learning Objective: 01-07 Define the characteristics that salespeople believe are needed for success in building relationships with customers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

27) Salespeople need not increase sales in old accounts if they are generating a sufficient number of new customers.

Answer: FALSE

Explanation: Creating new customers is important but so is selling to current customers. Current customers can be an excellent source of regular sales.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

28) As manager of a sales territory, a salesperson is responsible for providing solutions to customers' problems.

Answer: TRUE

Explanation: Customers have needs that can be met and problems that can be solved by purchasing goods or services. Salespeople seek to uncover potential or existing needs or problems and show how the use of their products or services can satisfy needs or solve problems.

Difficulty: 1 Easy

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

29) While salespeople typically provide many services for their customers, returning damaged merchandise is not one of them.

Answer: FALSE

Explanation: Salespeople provide a wide range of services, including handling complaints, returning damaged merchandise, providing samples, suggesting business opportunities, and developing recommendations on how the customer can promote products purchased from the salesperson.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

30) It is inappropriate for a salesperson to provide information to his/her company on such topics as competitors' activities and market opportunities since doing so would exceed his/her authority and violate customer confidence.

Answer: FALSE

Explanation: Salespeople provide information to their companies on such topics as competitors' activities, customers' reactions to new products, complaints about products or policies, market opportunities, and their job activities. Salespeople are a vital part of their employers' information retrieval system.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Ethics

Accessibility: Keyboard Navigation

31) To develop a reputation as a professional, you must be willing to ignore your conscience and get the sale no matter what it takes.

Answer: FALSE

Explanation: To be viewed as a professional and respected by your customers and competitors, it is important to be truthful and follow through on what you tell the customer. Do not dispose of your conscience when you start work each day.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Ethics

Accessibility: Keyboard Navigation

32) To be viewed as professionals and respected by customers, salespeople join organizations such as, The Lions Club, the Chamber of Commerce and other local service organizations.

Answer: TRUE

Explanation: To be considered professionals, salespeople are often active in community affairs. Salespeople become active in public schools and join worthwhile organizations such as the Lions Club, the Chamber of Commerce, environmental organizations, and so forth.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

33) A good salesperson should abstain from remaining active in community affairs due to conflicts of interest.

Answer: FALSE

Explanation: Salespeople are often active in community affairs. Salespeople become active in public schools and join worthwhile organizations such as the Lions Club and the Chamber of Commerce.

Difficulty: 1 Easy

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

34) A professional salesperson should abstain from blaming the competition in front of the customer.

Answer: TRUE

Explanation: It is considered unprofessional for a salesperson to criticize a competitor especially in front of a customer.

Difficulty: 1 Easy

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

35) According to the text, one of "The Seven Deadly Sins of Business Selling" is a lack of pushiness.

Answer: FALSE

Explanation: Being pushy is one of the seven deadly sins of business selling. Pushiness refers to backdoor selling and prying to find out a competitor's prices.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

36) According to the text, wasting time during the sales call by involving in small talks is a deadly sin of business selling.

Answer: TRUE

Explanation: Wasting time with unannounced sales visits and talking at length about non-business subjects are considered deadly sins of business selling.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do?

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

37) A salesperson should entertain both prospects and current customers regularly to ensure customer satisfaction.

Answer: FALSE

Explanation: A salesperson should entertain selectively. A salesperson's time and expense account are investments that cannot be spent on all prospects and customers.

Difficulty: 2 Medium

Topic: What Does a Professional Salesperson Do

Learning Objective: 01-06 Describe the job activities of salespeople.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

38) Selling is considered by many as both an art and a science.

Answer: TRUE

Explanation: Selling is both an art and a science. It is an art because many skills cannot be learned from a textbook but are learned through experience. Selling is also a science because a growing body of knowledge and objective facts describes selling.

Difficulty: 1 Easy

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

39) Many selling skills cannot be learned from a textbook, but must be developed through practice, just like tennis.

Answer: TRUE

Explanation: Selling takes practice, just like golf or tennis. Studying a book helps, but it is not enough. Many skills—such as understanding buyers' nonverbal communication messages, listening, handling objections, and closing—take practice. These skills are learned through experience.

Difficulty: 1 Easy

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

40) Conceptual skill is the seller's ability to work with and through other people.

Answer: FALSE

Explanation: Human skill is the seller's ability to work with and through other people. Conceptual skill is the cognitive ability to see the selling process as a whole and the relationship among its parts.

Difficulty: 2 Medium

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

41) Conceptual skills are especially important for the creative order-takers.

Answer: TRUE

Explanation: Conceptual skill is the cognitive ability to see the selling process as a whole and the relationship among its parts. Although all sellers need conceptual skills, they are especially important for the creative order-getters.

Difficulty: 2 Medium

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

42) One key human skill is the ability to adapt to the customer.

Answer: TRUE

Explanation: One key human skill is the ability to adapt to the customer. Salesperson adaptability describes the ability of salespeople to understand the appropriateness of their sales actions and the ability to modify their sales actions based on the situation.

Difficulty: 2 Medium

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

43) Technical skill is the cognitive ability to see the selling process as a whole and the relationship among its parts.

Answer: FALSE

Explanation: Conceptual skill is the cognitive ability to see the selling process as a whole and the relationship among its parts. Technical skill is the understanding of and proficiency in the performance of specific tasks. Technical skill includes mastery of the methods, techniques, and equipment involved in selling.

Difficulty: 1 Easy

Topic: The Future for Salespeople

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

44) Technology use is limited to sales made through the use of Web sites.

Answer: FALSE

Explanation: Technology use is not limited to Web site sales. Technology is used to improve the selling process and enable salespeople to service their customers better.

Difficulty: 2 Medium

Topic: Technology and Information Build Relationships

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

45) The Small Business Administration classifies approximately 50 percent of all business in the United States as small businesses.

Answer: FALSE

Explanation: The Small Business Administration classifies approximately 98 percent of all business in the United States—sole proprietorships, partnerships, corporations, part-time businesses, and unincorporated professional activities—as small businesses.

Difficulty: 2 Medium

Topic: Selling is for Large and Small Organizations

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

46) The sales process refers to the checklist salespeople use to prepare themselves for dealing with prospects' objections.

Answer: FALSE

Explanation: The sales process refers to the salesperson's sequential series of actions that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction. This desired action by a prospect is usually buying, which is the most important action.

Difficulty: 1 Easy

Topic: Building Relationships through the Sales Process

Learning Objective: 01-08 List and explain the 10 steps in the sales process

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

47) The last step in the sales process is the close.

Answer: FALSE

Explanation: The final step of the sales process is follow-up and service, which occurs after closing the sale.

Difficulty: 2 Medium

Topic: Building Relationships through the Sales Process

Learning Objective: 01-08 List and explain the 10 steps in the sales process

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

48) Identify the correct statement about the importance of salespeople and selling.

A) Salespeople are responsible for the success of new products, but have little to do with keeping existing products in the marketplace.

B) Salespeople are responsible for keeping existing products in the marketplace, but have little to do with the success of new products.

C) Only the medical profession generates more revenue in our economy than the selling profession.

D) Salespeople have a direct impact on the opening of new businesses and whether that business is successful.

E) Only the legal profession generates more revenue in our economy than the selling profession.

Answer: D

Explanation: The efforts of salespeople have an impact on many areas of business including the opening of new businesses and generating sales orders. Salespeople generate more revenue in the U.S. economy than any other profession.

Difficulty: 2 Medium

Topic: Facing a Sales Challenge

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

49) Which of the following statements about products, goods, and services is true?

A) Products and goods are synonymous terms

B) Services and products are tangibles

C) Goods and products are tangibles

D) Salespeople do not sell services

E) Goods and services are tangibles

Answer: C

Explanation: A good is a physical object that can be purchased, such as a refrigerator or car. A product is a bundle of tangible and intangible attributes, including packaging, color, and brand, plus the services and even the reputation of the seller. A service is an intangible action or activity done for others for a fee.

Difficulty: 2 Medium

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

50) The ________ is a business philosophy that says the customers' want-satisfaction is the economic and social justification for a firm's existence.

A) Six Sigma concept

B) TQM concept

C) scientific approach to business

D) marketing concept

E) sales heuristic

Answer: D

Explanation: The marketing concept is a business philosophy that says the customers' want-satisfaction is the economic and social justification for a firm's existence. Consequently, all company activities should be devoted to determining customers' wants and then satisfying them, while still making a profit.

Difficulty: 1 Easy

Topic: What is the Purpose of Business?

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

51) Which of the following terms describes a bundle of tangible and intangible attributes, including packaging, color, brand and even the reputation of the seller?

A) Price

B) Good

C) Product

D) Service

E) Distribution

Answer: C

Explanation: A good is a physical object that can be purchased, such as a refrigerator or car. A product is a bundle of tangible and intangible attributes, including packaging, color, and brand, plus the services and even the reputation of the seller. A service is an intangible action or activity done for others for a fee.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

52) Which element of the marketing mix is being discussed when the salesperson participates in a trade show?

A) Pricing

B) Distribution

C) Direct sales

D) Product

E) Promotion

Answer: E

Explanation: Promotion, as part of the marketing mix, increases company sales by communicating product information to potential customers. Trade shows and professional selling are examples of promotion.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

53) All of the following fall under the term "product" in the marketing mix EXCEPT:

A) brand name.

B) services.

C) inventory.

D) returns.

E) image.

Answer: C

Explanation: A product is a bundle of tangible and intangible attributes, including packaging, color, and brand, plus the services and even the reputation of the seller. Inventory is an aspect of the place component of the marketing mix.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

54) Which of the following falls in the category, "place" in the marketing mix?

A) Wholesalers

B) Brand name

C) Promotional allowances

D) Trade shows

E) Features

Answer: A

Explanation: The marketing manager also determines the best method of distributing the product, which is part of the place component. Products need to be available to customers in a convenient and accessible location.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

55) Promotional allowances are an element of this marketing mix component.

A) Product

B) Place

C) Promotion

D) Distribution

E) Price

Answer: E

Explanation: Product price often is critical to customers, so it is an important part of the marketing mix. Promotional allowances, discounts, and credit terms are examples of the price component of the marketing mix.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

56) Which of the following falls within the definition of "place"?

A) Promotional allowances

B) Returns

C) Image

D) Inventory

E) Customer service

Answer: D

Explanation: The marketing manager determines the best method of distributing products and how much inventory to maintain, both of which are aspects of the place component. Products need to be available to customers in a convenient and accessible location.

Difficulty: 1 Easy

Topic: Essentials of a Firm's Marketing Effort

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

57) Which of the following is defined as the personal communication of information to persuade a prospective customer to buy something that satisfies his/her needs?

A) marketing

B) personal selling

C) promotion

D) public relations

E) advertising

Answer: B

Explanation: In business, a traditional definition of selling refers to the personal communication of information to persuade a prospective customer to buy something—a good, service, idea, or something else—that satisfies that individual's needs. The new definition of professional selling involves the Core Principles that refer to the sales philosophy of unselfishly serving your customers and professionally representing the organization you work for.

Difficulty: 1 Easy

Topic: Traditional View of Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Communication

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58) According to the text, the traditional definition of selling includes all of the following components EXCEPT:

A) providing customers with information.

B) communication between buyer and seller.

C) providing after-the-sale service.

D) persuading a prospective customer to buy.

E) explaining how to appear unselfish to customers.

Answer: E

Explanation: In business, a traditional definition of selling refers to the personal communication of information to persuade a prospective customer to buy something—a good, service, idea, or something else—that satisfies that individual's needs. The new description of professional selling includes the Core Principles that refer to the sales philosophy of unselfishly serving your customers and professionally representing the organization you work for.

Difficulty: 2 Medium

Topic: Traditional View of Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

59) The modern concept of professional selling is best defined as the:

A) personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs.

B) mass communication of information to persuade a prospective customer to buy something which satisfies that individual's needs.

C) process during which someone is persuaded to buy something which they may not want or need.

D) the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

E) sales made only to individuals in ways that benefit the organization and its stakeholders.

Answer: D

Explanation: Professional selling is defined as the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

Difficulty: 2 Medium

Topic: What is Professional Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Understand

AACSB: Communication

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60) According to a Gallup poll, what do people assume is the priority of traditional salespeople?

A) Self-interests

B) Legal duties

C) Recognition

D) Personal pride

E) Customer satisfaction

Answer: A

Explanation: As Gallup's survey poll of Americans indicates, people view traditional salespeople as having their self-interest as a priority. Professional salespeople are driven by pride and recognition, while Golden Rule salespeople strive for customer satisfaction.

Difficulty: 2 Medium

Topic: The Core Principles of Professional Selling

Learning Objective: 01-03 Define professional selling and explain the Core Principles of Professional Selling.

Bloom's: Understand

AACSB: Analytical Thinking

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61) According to the text, the core principles of professional selling:

A) relates to transactional marketing.

B) excludes e-selling.

C) includes the word "unselfishly."

D) excludes telemarketing activities.

E) substitutes the word "relationship marketing" for "personal selling."

Answer: C

Explanation: The new description of professional selling includes the Core Principles that refer to the sales philosophy of unselfishly serving your customers and professionally representing the organization you work for.

Difficulty: 1 Easy

Topic: What is Professional Selling

Learning Objective: 01-01 Define and explain the term selling.

Bloom's: Remember

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

62) ________ refers to the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

A) integrated marketing communications

B) dyadic communications

C) professional selling

D) transactional marketing

E) relationship marketing

Answer: C

Explanation: Professional Selling refers to the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

Difficulty: 1 Easy

Topic: What is Professional Selling

Learning Objective: 01-01 Define and explain the term selling.

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