143 test bank for ABCs of relationship selling through service 11th edition by futrell đề trắc nghiệm marketing

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143 Test Bank for ABCs of Relationship Selling

through Service 11th Edition by Futrell

True - False Questions

Selling is both an art and a science

2 False

One of the reasons to choose a sales career is the wide

variety of sales jobs available

As a profession, salespeople need no more tact than those

in any other profession.

his/her authority and violate customer confidence

2 False

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

Conceptual skill is the seller's ability to work with and

through other people

Technical skill is the cognitive ability to see the selling

process as a whole and the relationship among its parts

1. True

2 False

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

1. True

2 False

Financial rewards for professional salespeople are

commonly solely based on performance

Personal selling is personal communication of information

to unselfishly persuade a prospective customer to buy an idea that satisfies his or her needs

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

The Small Business Administration classifies approximately

50 percent of all business in the United States as small

businesses

1. True

2 False

The Golden Rule of Personal Selling describes the

willingness to plan and execute product, price, distribution, and promotion plans so as to create exchanges that satisfy individual and organizational objectives

1. True

2 False

The acronym ABCS represents the tools needed for creating

a successful marketing mix

Multiple Choice Questions - Page 1

Which element of the marketing mix is being discussed

when the salesperson participates in a trade show?

A newer definition of _ defines it as the personal

communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individual's needs

1. A integrated marketing communications

1. A Used car salespeople

3 C scientific approach to business

_ is defined as the personal communication of

information to persuade a prospective customer to buy

something that satisfies his/her needs

3 C Fairplay Rule of Selling

4 D Golden Rule of Personal Selling

5 E Equity Theory of Selling

Promotional allowances are an element of this marketing mix

3 C includes the word "unselfishly."

4 D excludes telemarketing activities

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

Another name for a salesperson is a(n):

1. A transaction manager

2 B exchange coordinator

3 C counter trader

4 D stakeholder supervisor

5 E customer contact person

Sales jobs are classified according to the type of product sold and:

1. A how the salesperson is compensated

2 B the type of customers the salesperson calls on

3 C jobs performed by the salesperson

4 D the salesperson's type of employer

5 E territory size

Identify the correct statement about the importance of

salespeople and selling

1. A Salespeople are responsible for the success of new products, but have little to

do with keeping existing products in the marketplace

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

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

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

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

The person who phoned Howard last night to ask him if he might be interested in adding HBO and Cinemax to his

current television cable system would be classified as a(n):

3 C does what he/she is legally required to do

4 D enjoys personal recognition

5 E attributes his/her success to others

According to the Golden Rule of Personal Selling, an

effective salesperson:

1. A has the Midas touch

2 B owes greater allegiance to his/her employer than to customers

3 C unselfishly treats others as they would like to be treated

4 D can use manipulation if needed to make the sale

5 E creates customer loyalty through discipline, persistence and optimism

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

1. A a job that is unchanging and requires mastery of a minimal number of skills

2 B the rewards offered by a career in sales

3 C the freedom of being self-employed

4 D the limited hours of work

5 E the minimal challenges it offers

Joseph is a salesperson for a wholesale meat company It would NOT be part of his job to sell meat to:

1. A a final consumer

2 B the United States government

3 C a restaurant like McDonald's

4 D an assisted-living facility that is hosting a family cookout

3 C sales engineer.

4 D service salesperson

5 E account representative

Personal selling:

1. A refers only to sales made to individuals, not those made to businesses

2 B is defined as the mass communication of information to persuade a prospectivecustomer to buy something which satisfies that individual's needs

3 C describes the process during which someone is persuaded to buy something which they may not want or need

4 D is defined as the personal communication of information to persuade a

prospective customer to buy something which satisfies that individual's needs

5 E is defined as sales made only to individuals in ways that benefit the

organization and its stakeholders

All of the following fall under the term "product" in the

marketing mix EXCEPT:

1. A providing customers with information

2 B communication between buyer and seller

3 C providing after-the-sale service

4 D persuading a prospective customer to buy

5 E explaining the best-selling philosophy of the 21st century

In which of the following situations is the individual not

actively engaged in selling?

1. A Steve is trying to convince his professor that he deserves an "A."

2 B Brendan is persuading Meryl to loan him $10 so he can order a pizza

3 C Chad is trying to convince his biology lab partner to sketch the internal organs

of the frog they dissected in lab

4 D Anna is trying to persuade her husband to attend her family reunion.

5 E Daniel is creating a logo for his home-based Web services company

Which of the following statements about selling is true?

1. A You are not involved in sales when you go to an interview with a potential employer

2 B Unlike other professions, journalists do not engage in selling activities

3 C Everyone sells at their place of work, but not when at home with their families

4 D You are involved in selling when you ask someone to accompany you on a shopping trip

5 E Only trained salespeople ever engage in selling activities

Selling occurs in all of the following instances EXCEPT:

1. A when you go to an interview with a potential employer

2 B when lawyers try to convince clients to sue

3 C when you ask someone to accompany you on a shopping trip

4 D when a journalist is trying to get an interview with Mel Gibson

5 E when a doctor directs a patient to take a particular medicine

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

1. A Products and goods are synonymous terms

2 B Services and products are tangibles

3 C Goods and products are tangibles

4 D Salespeople do not sell services

5 E Goods and services are tangibles

Donna Carter goes from house-to-house in her

neighborhood taking orders for Pampered Chef kitchen products These sales that she makes face-to-face to

consumers who will use the products themselves are

The acronym ssuccess is used in selling to help you

remember the eight:

1. A most frequently listed skills needed to be successful in sales

2 B steps required to create a customer profile

3 C mental stages through which customers pass as they decide to sell

4 D types of knowledge a salesperson needs to succeed

5 E steps to creating the sales presentation

A salesperson who follows the Golden Rule is a(n) _ individual whom the customer can trust

Ted has been delivering "Creamy White" milk bottles to

houses in Austin town for the past 10 years Identify the type

of manufacturer's sales representative Ted represents

1. A Detail salesperson

2 B Sales engineer

3 C Account representative

4 D Industrial products salesperson

5 E Service salesperson

In large firms like Xerox, 3M, and General Electric, a

salesperson's career path usually begins at the level of:

1. A salesperson

2 B sales representative

3 C key account salesperson

4 D sales trainee

5 E assistant sales representative

In which of the following industries are you most likely to find a sales engineer?

5 E a reward generated by you, not given by the company

_ rewards are generated by the individual, not given by the company

The most difficult selling situation faced by a creative

salesperson is:

1. A persuading prospects that the current products they are using are no longer satisfactory

2 B having to sell to numerous people in an organization to get one order

3 C handling questions and objections raised by prospects

4 D persuading people that they can afford something they think they cannot

5 E dealing with prospects who resent the salesperson coming to see them

Alane sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture of furniture Since the

products she sells to the furniture makers are nontechnical

in nature, Alane would be described as a(n):

1. A account representative

2 B detail salesperson

3 C sales engineer

4 D order-taker

5 E industrial products salesperson

Usually, the first sales management position to which a salesperson is promoted is:

1. A senior salesperson

2 B district sales manager

3 C key accounts sales manager

4 D regional sales manager

5 E divisional sales manager

Which of the following statements about order-getters is true?

1. A They do not use a sales strategy

2 B They never truly create sales

3 C They avoid creative sales presentations

4 D They often do not attempt to close a sale

5 E They are useful for selling intangible services in highly competitive industries

A career in sales management begins with the position of:

1. A sales trainee

2 B salesperson

3 C sales representative

4 D key account salesperson

5 E assistant sales representative

Which of the following is NOT an example of a financial reward that a salesperson could receive?

1. A use creative sales strategies

2 B have an infinitely more difficult selling situation than order-getters

3 C usually earn much more than order-getters

4 D rely on well-executed sales presentations

5 E do not have a sales strategy and often do not use sales presentations

_ is the most important characteristic needed to be a successful salesperson.

1. A Caring attitude

2 B Believing that your customer is always right

3 C Patience

4 D Persistence

5 E The ability to accept rejection

Which is the most difficult trait for a salesperson to

5 E Fairness

Order-getters:

1. A do not use a sales strategy

2 B never truly create sales

3 C rely on creative sales presentations

4 D often do not attempt to close a sale

5 E are useful for selling tangible goods in highly competitive industries

James sells blank aluminum cans for soda manufacturers to fill and label James would be classified as a(n):

1. A detail salesperson

2 B account representative

3 C sales engineer

4 D direct salesperson

5 E industrial products salesperson

Salespeople who are order- _ obtain new and repeat business using creative sales strategies and well-executed sales presentations

1. A creates social responsibility

2 B eliminates cognitive dissonance

3 C is another term for reciprocal selling arrangements

4 D creates customer loyalty

5 E only occurs with transaction selling

Which of the following is NOT a type of salesperson that you would typically find selling for a manufacturer?

1. A Account representative

2 B Detail salesperson

3 C Sales engineer

4 D Order-taker

5 E Industrial products salesperson

In addition to performance, the salary earned by a sales

manager is usually related to all of the following EXCEPT:

1. A the annual sales volume of units managed

2 B the number of salespeople managed

3 C the length of experience in sales

4 D the annual sales volume of the firm

5 E the educational qualifications

According to the text, there are several questions you

should ask yourself as you decide whether a career in sales

is appropriate for you Identify the question that you need NOT think about before beginning a career in sales

1. A How much freedom do I want in a job?

2 B Were my college grades high enough?

3 C How much traveling am I willing to do?

4 D Am I willing to transfer to another state?

5 E What are my future goals?

Susan is a door-to-door insurance policy salesperson She is a(n):

Brian Simpson has recently joined "T Co." as a salesperson The company manufactures Xerox machines with five unique features Brian can be classified as a(n):

When Adrian sold a computer network to a Fortune 500

company, he often called on the company's purchasing

department to see if employees were satisfied with the

network and to see if the company had any need for an

upgrade or additional software This is an example of:

According to the text, there are several questions you

should ask yourself as you decide whether a career in sales

is appropriate for you Which one of the following is NOT one of the questions that you should ask before beginning a career in sales?

1. A How much freedom do I want in a job?

2 B Do I have the personality characteristics for the job?

3 C Am I willing to transfer to another city?

4 D What are my past accomplishments?

5 E How much money do I want to earn?

Which of the following statements about sales success is true?

1. A For success in sales, it is more important to speak well than to listen well

2 B Of the eight work characteristics for sales success, love of selling is the most important

3 C A successful salesperson does not need to think strategically because that is the job of the sales manager

4 D Successful salespeople often can avoid providing service to customers if they present a "nice guy" image

5 E Stamina is not necessary for sales success

Insurance, gym memberships, and cruise vacations would

5 E industrial products salespeople

Frey is a(n) _ for a satellite television provider If you want to change your satellite television provider to the one Frey sells for, you can call him on the telephone and he will sell you the service