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

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

Chapter 1   The Life, Times, and Career of the Professional Salesperson

 

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