89 test bank for selling today creating customer value 6th canadian edition

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89 Test Bank for Selling Today Creating Customer Value 6th Canadian Edition

Mutiple Chocie Questions - Page 1

Simon finds that his opportunities for advancement have

improved since moving to the sales force due to his:

1 A) above average performance.

2 B) high visibility.

3 C) readiness to take on new challenges.

4 D) optimistic outlook.

5 E) sparkling personality.

Rachel graduated from college She wants to make an above

average income Rachel should consider a position as a/an:

1 A) retail store manager.

2 B) personnel officer.

3 C) account representative.

4 D) bank management trainee.

5 E) marketing researcher.

When Eileen was promoted to management, a key factor in

determining her fit with the position was the fact that she:

1 A) had sales experience.

2 B) had a very nurturing demeanor.

3 C) had graduated from college.

4 D) had experience in the accounting department.

5 E) had worked in the warehouse.

All the following statements regarding careers in personal

selling are true except:

1 A) Sales careers can provide above-average psychic income.

2 B) The skills and knowledge needed to achieve success in the various selling careers vary greatly.

3 C) Salespeople today have many opportunities for advancement.

4 D) In the field of personal selling, preference continues to be given to job

applicants who are young and male.

5 E) Our labour force is made up of hundreds of different selling careers.

Chuck left his management position with the provincial

government after the last round of downsizing He

accepted a position with a financial services company Why would he do this?

1 A) he was tired of being a civil servant

2 B) he wanted a different challenge

3 C) he was having a mid-life crisis

4 D) he wanted the opportunity to earn a higher than average income

5 E) he believed there was more security in a sales position

What do FedEx, Hanson and Martin Law Firm and Moe's

Mowing company have in common?

1 A) they hire minorities

2 B) they are small businesses

3 C) they sell a service

4 D) they employ sales people

5 E) they operate in Canada

A major threat facing retailers in today's business

5 E) lack of knowledgeable salespeople.

Which of the following statements accurately describes a

career in selling?

1 A) salespeople generally do not have good job security

2 B) salespeople have numerous opportunities to advance to middle-management ranks

3 C) salespeople generally have lower incomes

4 D) salespeople have limited opportunities for advancement

5 E) salespeople receive a minimal amount of psychic income

Bill imagines the psychic rewards associated with his sales

position This psychic income provides:

1 A) motivation to become an entrepreneur.

2 B) motivation to earn more money.

3 C) motivation to achieve higher levels of performance.

4 D) motivation to earn more company sponsored trips.

5 E) motivation to earn more vacation time.

Terry McMillan, employed by a manufacturer of small

appliances, offers assistance to retailers in such areas

as credit policies, pricing, display and store layout He also collects information regarding acceptance of his firm's products He is performing the duties of a/an:

The primary reason for many sale positions to be given a job

title other than "sales person" is because:

1 A) "sales person" refers to order takers.

2 B) "sales person" has a negative connotation.

3 C) selling is more than just completing a sales transaction.

4 D) it is fashionable to give big job titles these days.

5 E) "sales person" is a specific job.

The primary goal of a detail salesperson is to:

1 A) get new orders.

2 B) supervise junior salespeople.

3 C) develop goodwill.

4 D) provide technical expertise in selling.

5 E) tie up the loose ends in the sales process.

Which of the following statements regarding personal selling

in banking is accurate?

1 A) with all of the bank mergers, personal selling is losing priority

2 B) personal selling is not a common practice in banking

3 C) personal selling will likely become less common in banking in the future

4 D) personal selling is common only in larger banks

5 E) for many banks, personal selling is one of their key promotion strategies

Mikey's duties involve taking telephone orders, process

reservations, handle customer complaints, and assist full-time salespeople His job could be described as:

1 A) an order taker.

2 B) missionary salesperson.

3 C) customer service representative.

4 D) sales assistant.

5 E) none of the above

Barbara wanted to work in the field of computer sales

Because she sells computer hardware for a large

wholesaler, she would be considered to be selling:

In sales, CSR stands for:

1 A) Computer Sales Representative.

2 B) Customer Service Representative.

3 C) Customer Satisfaction Representative.

4 D) Competitor Status Rating.

5 E) Competitor Service Representative.

The radio and broadcasting industry requires sales people in

order to:

1 A) better understand audience needs.

2 B) to be more marketing oriented.

3 C) improve their ratings.

4 D) call on current and potential advertisers to get more advertising revenue.

5 E) conduct marketing research.

Which of the following is true regarding women in selling

careers?

1 A) in most selling fields, gender continues to be a barrier to success

2 B) they have surpassed men in number employed in the field

3 C) many women are turning to sales employment because it offers excellent economic rewards and, in many cases, a flexible work schedule

4 D) they are seldom recruited into traditionally male-dominated areas such as insurance

5 E) minority women are finding it difficult to enter the sales profession

Things have changed since Betty joined the sales force Ten

years ago she was virtually alone in the sales cubicles, now she shares her space with five other women and six men The reason for this could be that:

1 A) more of the buyers are women, so management decided to balance its sales force.

2 B) management liked her performance so much they hired more women.

3 C) there were additional training grants available to companies that hired women.

4 D) with employment laws changing, management decided they had better hire more women.

5 E) businesses are finding that gender is not a barrier to success in selling.

All the following statements regarding compensation for

sales personnel are true except:

1 A) There are many types of compensation in sales - base salary, bonus etc.

2 B) Senior sales representatives represent the highest paid category of sales personnel.

3 C) The amount earned by salespeople is clearly tied to their selling skills and amount of effort put forth.

4 D) Intermediate salespeople earn only slightly more than entry level salespeople.

5 E) Salespeople earn higher income than most other workers in the business community.

Derek enjoys his position as an outside sales representative

since it give him an opportunity to assist retail store owners with decisions in the areas of advertising,

store displays, merchandising strategies, and:

1 A) financing options.

2 B) marketing planning.

3 C) hours of operation.

4 D) personnel decisions.

5 E) gathering and interpreting market information.

Malcolm is uncertain which sales field he should interview

with He feels that he is better selling tangible

products He should consider which field?

Rhonda chose to work as a sales representative because:

1 A) It is an easy profession to learn.

2 B) she likes to party.

3 C) it does not require much skills or training.

4 D) she likes the opportunities for promotion.

5 E) she is not very motivated.

Nadia felt that she would be better at selling tangible

products, rather than intangibles Tangible products would include:

1 A) insurance.

2 B) banking services.

3 C) accounting services.

4 D) legal services.

5 E) data processing equipment.

All of the following describe a category of sales personnel in

the field of manufacturing except:

1 A) hire computer programmers.

2 B) understand customer needs better.

3 C) develop the marketing strategy.

4 D) conduct competitor analysis.

5 E) hire secretaries.

Many studies dealing with incomes earned in the business

community tell us that:

1 A) salespeople earn significantly higher incomes than most other workers in the business community.

2 B) salespeople earn slightly less than other workers in the business community.

3 C) salespeople earn about the same income as other persons in the business community.

4 D) there are no relevant studies that link income and the salesperson.

5 E) salespeople earn significantly lower incomes than other workers in the business community.

Nicole wants to sell intangible products She should

consider companies in the field(s) of:

1 A) plastic pails.

2 B) financial planning.

1 A) identifying her target market.

2 B) developing an appropriate price strategy.

3 C) developing an integrated marketing communications plan.

4 D) developing a product.

5 E) approaching the bank to arrange financing for her business.

Sales training is an expanding field Courses are being

offered by corporations, commercial vendors,

certification studies, and colleges The main reason for this is because:

1 A) as new fields of study emerge, it is natural that training will become available in them.

2 B) sales positions are growing so quickly that demand is outstripping supply.

3 C) the business community wishes more selling skills among employees.

4 D) companies want new ways of creating barriers to entry to their lucrative selling positions.

5 E) we are left wondering since we know that salespeople are born, not trained.

Psychic income in selling refers to which one of the

following?

1 A) the opportunity to be a member of the sales team

2 B) high commissions due to successful "intuitive" selling

3 C) satisfaction of being on a commission payment plan

4 D) imagining just how great it will be to make $55 000 per year

5 E) job recognition afforded sales personnel

53 Free Test Bank for Selling Today Creating

Customer Value 6th Canadian Edition by Manning Mutiple Chocie Questions - Page 2

A detail salesperson's primary role is to:

1 A) generate goodwill and stimulate demand.

2 B) overcome objections during the negotiations phase.

3 C) ensure the contracts are properly drawn after the negotiations stage of the selling process.

4 D) provide technical expertise in team sales.

5 E) use persuasive selling tactics to close the sale.

A major reason why telephone sales are becoming a popular

form of selling is because:

1 A) it is a cost effective way of contacting potential new customers or customers in distant areas.

2 B) appearance of salespeople becomes an unimportant issue.

3 C) many customers enquire on the phone.

4 D) everyone has a cell phone.

5 E) it reduces reliance on personal selling.

The statement that best describes personal selling is:

1 A) personal selling is interpersonal form of selling which puts the salesperson

"closest" to the customer than other marketing methods.

2 B) personal selling is an excellent career choice for part-time employment.

3 C) personal selling is a part of marketing.

4 D) personal selling is the most expensive form of marketing communication.

5 E) personal selling will become obsolete in the information age.

The term product should be broadly interpreted to

encompass:

1 A) physical goods and ideas.

2 B) physical goods, services, and ideas.

3 C) all physical goods.

4 D) all intangible items.

5 E) physical goods and services.

A shift in job titles from "selling" to "partnering" reflects:

1 A) increased knowledge aspects of the duties.

2 B) increased consulting aspect of the duties.

3 C) increased professional aspects of the duties.

4 D) increased relationship aspects of the duties.

5 E) increased technical aspects of the duties.

The development of a personal selling philosophy involves

one of the following prescriptions:

1 A) adopting the marketing concept

2 B) becoming an excellent negotiator

3 C) becoming a people person

4 D) becoming a salesperson

5 E) adopting the production concept

In the new economy, the sales person should see

themselves as:

1 A) redundant.

2 B) a business person.

3 C) a problem solver/partner.

4 D) a marketing professional.

5 E) an information technology expert.

The primary difference between an inside and an outside

salesperson is:

1 A) they handle new accounts.

2 B) the outside salesperson interacts with potential customers on a face-to-face basis.

3 C) there is no difference between them.

4 D) the amount of financial compensation the outside salesperson gets.

5 E) inside salesperson's main role is to generate customer goodwill.

Intermediaries who enable the flow of goods and services

between manufacturers and end users are referred to as:

Top management and senior administrators in non profit

organizations also need selling skills because:

1 A) they have to set a good example to their junior staff by taking sales training.

2 B) they may move on to another career.

3 C) selling skills are necessary to develop good marketing strategy.

4 D) they have to sell their ideas in a persuasive manner and sell their cause.

5 E) selling skills are transferable.

Monica's job in her company is to provide on-going

customer support, take telephone orders and prospect for new customers She most likely is a:

The reason professionals such as lawyers and architects are

beginning to pay more attention to their selling skills is because:

1 A) the clients are becoming more cost-conscious, and there is an increase in competition in the professional services industry.

2 B) these professional services are being out-sourced to other countries.

3 C) it is being mandated by their professional governing bodies.

4 D) the demand for their services is declining, because clients are turning to the numerous self-help books and softwares available in the market.

5 E) the clients are more aware of consumer rights and are demanding better treatment from professional services providers.

Many law, engineering and accounting firms are providing

sales training to their staff because of:

1 A) increased competition.

2 B) transferability of selling skills.

3 C) need for creative people.

4 D) high staff turnover.

5 E) a push to improve their image.

Raymond LeBlance extensively trains new recruits at Mitron

Corp to develop a personal selling philosophy He considers the major components of this philosophy to be:

1 A) adoption of the marketing concept, development of a questioning strategy, and memorizing several closing techniques.

2 B) valuing personal selling, understand how to make the greatest income under the compensation plan, give exceptionally good after sales service

3 C) adopt the win-win philosophy.

4 D) adopt the marketing concept, become a problem solver for customers, give exceptionally good after-sales service.

5 E) adoption of the marketing concept, valuing personal selling, and assuming the role of problem solver or partner.

In addition to servicing the financial needs of an individual,

selling careers also serve the needs

People who perform stunts such as ride a bicycle for 40

hours non-stop or participate in hot-dog eating

contests are seeking:

2 B) detailers.

3 C) missionary salespeople.

4 D) marketing representatives.

5 E) customer service reps.

Professionals such as accountants, computer programmers,

dentists and financial planners have one thing in

common,

1 A) they are part of the new economy.

2 B) they require good communication skills to be successful.

3 C) they require above average IQ.

4 D) they make over $60,000 dollars a year.

5 E) they require a university degree.

Entrepreneurs can gain from selling skills because:

1 A) products are becoming more complex and professional selling skills are needed

to sell them.

2 B) selling is marketing.

3 C) they need to sell their business plan to investors.

4 D) they need to know how to promote their product.

5 E) customer needs are very diverse.

The three types of business-to-business (B2B) salespeople

are:

1 A) inside, outside and professional salespeople.

2 B) inside, outside and gatekeeper salespeople.

3 C) inside, outside and telemarketing salespeople.

4 D) detailers, missionary salespeople and order takers.

5 E) inside, outside and missionary salespeople.

Research indicates that salespeople involved in value-added

sales earned highest level of compensation This can

be attributed to the fact that:

1 A) they require technical skills.

2 B) these are high stress jobs.

3 C) the compensation structure for this type of sales is based on commission.

4 D) there is a shortage of salespeople with these skills in the information age.

5 E) they add value to a sale through superior communication skills and knowledge.

True - False Questions

Trade selling refers to selling to another distribution channel

Technical skills are the determining factor of a successful

salesperson in the information age

1 True

2 False

Field salespeople, sales engineers, and detail salespeople

are all outside salespeople who interact face to face with customers

The greatest contribution salespeople can make in a

transaction is providing the value of knowledge

Channels of distribution refer to the physical flow of goods

from the manufacturer to end user

1 True

2 False

Unlike people in many other careers, salespeople are

rewarded financially when they give extra effort

1 True

2 False

Psychic income refers to the psychological satisfaction

salespeople get from earning greater than average incomes

1 True

2 False

Research indicates that some people are born with certain

qualities that give them a special advantage in the field

of selling

1 True

2 False

Detail sales people do not actually sell directly to the end

user but generate goodwill, which translates into

demand for their manufacturer's products

1 True

2 False

Productive relationships between buyers and sellers are

critical in the information age

1 True

2 False

In the new economy, personal selling is becoming less

important due to the advent of the computer and the internet

1 True

2 False

A recent study indicates that each salesperson generates

enough revenue to support two other people in their company

1 True

2 False

Executive selling refers to when executives join salespeople

on sales calls to understand customer needs better

1 True

2 False

Faced with increased competition, a growing number of

accounting, engineering, and law firms are discovering the merits of personal selling as an auxiliary activity

Productive relationship between a buyer and seller is critical

in the information age because without that the buyer will not find the information credible or trust the

source of the information

Although there has been a shift in job titles from "selling" to

"consulting" lately, the duties performed have

essentially remained the same

1 True

2 False

A salesperson employed by a manufacturer who sells

well-established merchandise, such as standard office

equipment, would be classified as a field salesperson

1 True

2 False

The amount of consumer and business dollars spent on

services in Canada is steadily decreasing

Free Text Questions

List and briefly describe the four sources of sales training.

Answer Given

a corporate-sponsored training; b training provided by commercial vendors; c certification studies (professional associations); d college and university courses.

encompasses developing quality relationships,

identifying customer needs and configuring and

presenting the best possible product solution.

Answer Given

Value-added selling

Which developments in the information economy have

implications for personal selling?

Answer Given

a Advances in information technology - faxes, telephones etc have made

information gathering and management easier; b Information is a strategic

resource - in an era of limit-less data, informed salespeople will be expected to help customers decide which information has value and which should be ignored;

c Business is defined by customer relationships - personal selling provides a human response that counter balances the impersonal nature of technology.

What factors can make a sales career a very rewarding

career choice?

Answer Given

a It offers high psychic income; b It offers opportunity for advancement; c It offers the potential to earn above average income; d It provides opportunities for women.

income helps satisfy our need for recognition and

the shifting demographics, a diverse workforce can provide easier access to a diverse clientele.

Such products as microcomputers, furniture, and

recreational vehicles require a high degree of personal selling.

Answer Given

service

Explain why personal selling skills are necessary for

knowledge workers such as management personnel, professionals, entrepreneurs and customer service representatives.

Answer Given

a Management personnel: are often involved in "executive selling" They often accompany salespeople on sales calls and assist them with presentations; b Professionals: need selling skills to bring in new business; c Entrepreneurs: need

to sell their ideas to investors and to grow their business; d Customer Service Representatives: deal with phone orders, customer complaints and in general have contact with customers.

The salesperson is usually not compensated on

the basis of the orders obtained, but receives

recognition for indirectly increasing sales.

Answer Given

Detail

A salesperson works for a manufacturer and

usually handles well-established products which

require a minimum of technical knowledge.

Answer Given

field

The convention center sales managers, investment

securities broker, and real estate salesperson all have one thing in common They sell a

Answer Given

service

150 Test Bank for Marketing Management 14th n

Edition by Kotler