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144 Test Bank for Fundamentals of Selling Customers for Life through Service 11th Edition by Futrell

Multiple Choice Questions - Page 1

A person may choose a sales career because he/she desires:

1 A the limited variety of jobs available.

2 B rewards offered by a career in sales.

3 C the freedom of being self-employed.

4 D restricted opportunities for advancement.

5 E overt permission to procrastinate.

Hugh contacted his local phone company yesterday and talked to

someone about whether or not it is possible to have an internet

connection without having local phone service The receptionist is likely

to have put him in touch with a(n):

2 B used car salespeople.

3 C real estate agents.

4 D order-takers.

5 E retail salespeople.

The _ refers to the sales philosophy of unselfishly treating others as you would like to be treated

1 A Golden Rule of Personal Selling

2 B Reciprocity Principle

3 C 80/20 Principle of Relationships

4 D Osborne Principle of Sales Empathy

5 E Equity Theory of Sales

The person who telephoned Hugh last night to ask him if he was

interested in adding HBO and Cinemax to his current television cable system would be classified as a(n):

5 E industrial products salespeople.

A career in sales management begins with the position of:

1 A assistant sales manager.

2 B district manager.

3 C entry-level salesperson.

4 D key account salesperson.

5 E assistant sales representative.

A salesperson who adheres to the Golden Rule of Personal Selling:

1 A is primarily motivated by money.

2 B is ego-driven.

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

4 D requires intensive monitoring.

5 E attributes his/her success to others.

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.

In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually begins at the level of:

1 A technical support person.

2 B number of salespeople employed by competitors.

3 C individual's age.

4 D annual sales volume of his/her firm.

5 E number of years he/she spent in college.

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

1 A They wait for customers' orders.

2 B They often do not attempt to close sales.

3 C They do not need to use creative sales presentations.

4 D They are hired for additional business they bring.

5 E They often face the most powerful resistance.

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

1 A how the salesperson is compensated.

2 B quantity of sales by the salesperson.

3 C jobs performed by the salesperson.

4 D the salesperson's type of employer.

5 E territory size.

Andie sells drawer pulls, hinges, and other decorative metal pieces used

in the manufacture of furniture Since the products she sells to the

furniture makers is nontechnical in nature, Andie would be described as a(n):

Which of the following is NOT a type of manufacturer's sales

5 E Industrial products salesperson

Which is the logical order of salespeople based upon decreased interest?

self-1 A Golden Rule, traditional, professional

2 B traditional, Golden Rule, professional

3 C professional, traditional, Golden Rule

4 D Golden Rule, professional, traditional

5 E traditional, professional, Golden Rule

As a salesperson for a plumbing supply wholesaler, Titus is unlikely to sell products to:

1 A a family through door-to-door selling.

2 B the United States government.

3 C a small company that manufactures lawn furniture out of PVC pipes.

4 D a plumbing contractor who is working on a new motel.

5 E a hospital maintenance department.

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

3 C Salespeople have a direct impact on the opening of new businesses and whether those businesses are successful.

4 D Only the legal profession generates more revenue in our economy than the selling profession.

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

Bronson is thinking about a career in personal selling His friends have told him that is a good direction because he reminds them of salesmen that they have met Which of the following qualities that they listed to him should cause concern about how truly "good" he would be as a

salesperson?

1 A He communicates well with people.

2 B He is good at working on his own.

3 C He is good at making people buy something even when they do not want it.

4 D He loves a challenge.

5 E He is also good at management and selling might yield advancement in the company.

Bo Hampton is a(n) _ for a manufacturer of restaurant-grade

appliances He does not directly solicit orders His primary duties involve promotional activities such as introducing and demonstrating new

products at trade shows

Another name for a salesperson is a(n):

1 A transaction manager.

2 B exchange coordinator.

3 C countertrader.

4 D stakeholder supervisor.

5 E customer contact person.

According to the text, a new and more appropriate definition of personal selling:

1 A relates it more closely to transactional marketing.

2 B excludes e-selling.

3 C includes the word "unselfish."

4 D excludes telemarketing activities.

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

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 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 are hired to bring in additional business.

The person behind the counter at Subway who enters your order, takes your money, and hands you your food is a(n):

_ is traditionally defined as the personal communication of

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

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

According to the Golden Rule of Personal Selling, an effective

salesperson has all of the following characteristics EXCEPT:

1 A he/she has the Midas touch.

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

3 C he/she unselfishly treats others as they would like to be treated.

4 D he/she can use manipulation/coercion if making the sale will benefit his/her company.

5 E he/she creates customer loyalty through discipline, persistence, and optimism.

Yevi Zoltan sells blank aluminum cans for soda manufacturers to fill Zoltan 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.

Which of the following statements about the importance of salespeople and selling is true?

1 A Salespeople have only indirect impact on the success of new products.

2 B White collar professionals generate more revenue in our economy than selling professionals.

3 C The orders produced by salespeople are largely responsible for the operation of the nation's distribution system.

4 D Salespeople have almost no impact on the construction of manufacturing facilities.

5 E Retailers do not rely on supplier salespeople to keep existing products on their shelves.

According to the author's research online:

1 A sales students believe that the general public has a reasonably positive attitude about salespeople in general.

2 B sales students believe that salespeople are more often trustworthy than not.

3 C only 9% of sales students believed that salespeople have low ethical standards.

4 D only 44% of sales students would accept a job in sales if offered one.

5 E sales students think that sales people are less readily accepted today than 50 years ago.

Salespeople who are _ obtain new and repeat business using a

creative sales strategy and a well-executed sales presentation

1 A the limited variety of jobs available.

2 B rewards offered by a career in sales.

3 C the challenge of selling.

4 D opportunities for advancement.

5 E the freedom to be on one's own.

69 Free Test Bank for Fundamentals of Selling

Customers for Life through Service 11th Edition by Futrell Multiple Choice Questions - Page 2

_ skill is the understanding of and proficiency in the performance of specific tasks

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 Today's salespeople make contributions to the welfare of others through service.

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.

As a modern, professional saleswoman, Hera Llewellyn does not want her prospects and clients to perceive her as a(n):

1 A partner.

2 B counselor.

3 C problem-solver.

2 B contain a higher percentage of Caucasians.

3 C contain more nonwhite males.

4 D be less productive.

5 E include a lower number of workers.

The "heart" of the eight work characteristics for sales success is:

1 A sales knowledge.

2 B commitment to service.

3 C communication ability.

4 D love of selling.

5 E stamina for the job.

The skills a salesperson needs to perform his/her job can be categorized into three areas According to the text, which of the following is an

example of a conceptual skill?

1 A Ability to solve technical problems

The text suggests 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 those questions?

1 A How much freedom do I want in the job?

2 B How much travel am I willing to do?

3 C Am I willing to transfer to another state?

4 D Do I want to pursue my hobbies?

5 E What are my future goals?

Which of the following is not a "fruit of the selling spirit?"

4 D the need to create customer partnerships.

5 E the need for local sales experience.

Sales jobs differ from other jobs because sales jobs require:

1 A no computer skills.

2 B limited human skills.

3 C more physical stamina and mental toughness than most other types of jobs.

4 D a sense of reciprocity.

5 E close supervisory control.

_ skill is the seller's ability to work with and through other people

5 E Working through other people

In terms of the selling process, what is Brooke's next step once she has satisfactorily answered an objection voiced by her prospect?

beginning a career in sales?

1 A How much freedom do I want in the 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 is not a "fruit of the selling spirit?"

Effective territory management involves all of the following EXCEPT:

1 A creating new customers.

2 B planning and executing activities that increase sales and profits in a given territory.

3 C providing solutions to customers' problems.

4 D providing his/her company with market information.

5 E waiting for customers to ask for the new sales order.

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 buy.

4 D types of knowledge a salesperson needs to succeed.

5 E steps to creating the sales presentation.

Which of the following statements about a salesperson's duties as a territory manager is true?

1 A The success of a salesperson is based entirely on his/her product knowledge.

2 B Salespeople provide solutions to customers' problems.

3 C Salespeople are not expected to become involved with damaged goods.

4 D A salesperson producing a sufficient number of new accounts each period is not expected to increase sales in his/her existing accounts.

5 E Once a product is sold to a customer, the salesperson has no further

responsibility to the customer.

The three categories of skills needed by the successful salesperson can

be summarized as:

1 A conceptual, human, and technical skills.

2 B personal, mental, and spiritual skills.

3 C communication, relationship-building, and empathy skills.

4 D sales features, advantages, and benefits.

5 E order-getting, order-taking, and service-providing skills.

During the _ step of the selling process, salespeople would locate potential buyers

1 A prospecting

2 B preapproach

3 C trial close

4 D meeting objections

5 E follow-up and service

Grant Kui is a new salesperson As such, he has asked you to tell him which of the following he would be expected to do as a part of providing service to his customers Identify the correct answer

1 A Develop new products

2 B Work with new customers only

3 C Not involve himself in after-sale technical problems

4 D Create technical research analyses reports

5 E Work at the customer's business when required

According to the text, which of the following is NOT identified as one of the eight work characteristics needed for sales success?

1 A Sales knowledge

2 B E-management skills

3 C Communication skills

4 D Love of the job

5 E Stamina for the job

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

1 A senior salesperson.

2 B key sales manager.

3 C regional sales manager.

4 D divisional sales manager.

5 E district sales manager.

All of the following characteristics are ways in which salespeople satisfy their need to achieve EXCEPT:

1 A a caring attitude.

2 B patience.

3 C emotional self-control.

4 D a dissatisfaction with nonfinancial rewards.

5 E a strong sense of what is ethical.