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Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

TEST BANK FOR SELL 7th Edition by Thomas Ingram, Raymond LaForge, Ramon Avila, Charles Schwepker, Michael Williams

TABLE OF CONTENTS Chapter 01: Overview of Personal Selling Chapter 02: Building Trust and Sales Ethics Chapter 03: Understanding Buyers Chapter 04: Communication Skills Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue Chapter 06: Planning Sales Dialogues and Presentations Chapter 07: Sales Dialogue: Creating and Communicating Value Chapter 08: Addressing Concerns and Earning Commitment Chapter 09: Expanding Customer Relationships Chapter 10: Adding Value: Self-Leadership and Teamwork Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Chapter 01: Overview of Personal Selling

Indicate whether the statement is true or false. 1. Personal selling and sales promotion are both forms of marketing communications. a. True b. False 2. Sales does not meet the criterion of making a significant contribution to society. a. True b. False 3. In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by helping to sustain periods of relative prosperity. a. True b. False 4. Consumers who are likely to be early adopters of an innovation often rely on salespeople as a tertiary source of information. a. True b. False 5. While acting as agents of innovation, salespeople invariably encounter openness to and acceptance of change from consumers in the latter stages of the diffusion process. a. True b. False 6. In the business-to-business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor recommendations via Twitter and LinkedIn. a. True b. False 7. As a salesperson at Solari, Michi is expected to identify customers but is not responsible for generating

revenue. a. True b. False 8. Salespeople are concerned with profitability in bottom-line terms, whereas accountants and financial staff are responsible for achieving a healthy "top line" on the profit and loss statement. a. True b. False 9. Salespeople are concerned only with sales revenue and not with overall profitability. a. True b. False 10. In recent years, marketing and sales personnel have been in strong demand for upper management positions. a. True

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Chapter 01: Overview of Personal Selling b. False 11. Customers do not expect salespeople to be knowledgeable about market opportunities and relevant business trends that may affect a customer's business. a. True b. False 12. As salespeople serve their customers, they simultaneously serve their employers and society. a. True b. False 13. Unlike need satisfaction selling, stimulus response selling focuses on customers rather than on salespeople. a. True b. False 14. Customers who appreciate the need satisfaction selling method are often willing to spend considerable time in preliminary meetings to define needs prior to a sales presentation or written sales proposal. a. True b. False 15. In the problem-solving approach to selling, competitors' offerings are never included as alternatives in a customer's purchase decision. a. True b. False 16. The three phases of the sales process are initiating, developing, and enhancing customer relationships. a. True b. False 17. The independence of action traditionally enjoyed by salespeople is frequently a byproduct of decentralized sales operations in which salespeople live and work away from headquarters. a. True b. False 18. Two types of new-business salespeople are order-takers and order-getters. a. True b. False 19. All order-getters are also pioneers and all pioneers are also order-getters. a. True b. False 20. Order-takers are not too involved in creative selling. a. True b. False Powered by Cognero

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Chapter 01: Overview of Personal Selling

Indicate the answer choice that best completes the statement or answers the question. 21. Which of the following does not describe today’s buying environment? a. A salesperson mainly provides buyers with information. b. A salesperson has very little of a buyer’s time. c. A salesperson must be a problem solver. d. A salesperson must help buyers reach their goals. e. A salesperson needs good communication skills. 22. Which of the following forms of marketing involves talking with buyers before, during, and after the sale? a. Personal selling b. Public relations c. Direct marketing d. Sales promotion e. Electronic marketing 23. Natalie is a college graduate who is seeking a career in sales. She would prefer to interact with her customers on an individual basis before, during, and after a sale rather than directing her communications at mass markets. In this context, Natalie should look for a job that is specialized in . a. guerrilla marketing b. sales promotions c. online advertising d. personal selling e. public relations 24. In the context of business-to-business marketing, which of the following is the most important part of marketing communications? a. Advertising b. Sales promotion c. Direct marketing d. Public relations e. Personal selling 25. selling is a form of personal selling that requires that salespeople earn the confidence of their customers and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value. a. The formula approach to b. Mental states c. Trust-based relationship d. Stimulus response e. Transaction-focused traditional 26. Trust-based relationship selling focuses on a. maximizing sales in the short run b. pushing products to customers immediately

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Chapter 01: Overview of Personal Selling c. adding value to a customer's business over an extended period d. initiating one-way communication with a customer e. the salesperson and the selling firm 27. John is a salesperson who relies heavily on creating sales strategies centered around gaining his customers' confidence and meeting their needs. He primarily focuses on delivering customer value. In this context, John most likely relies on selling. a. transaction-focused b. mental states c. trust-based relationship d. stimulus response e. traditional 28. A salesperson who follows the trust-based relationship selling strategy is expected to a. be actively involved in maximizing sales in the short run b. convince customers that their product is the best c. move on to a new customer as soon as sales are completed with the previous customer d. be actively involved in solving a customer's problems e. be excluded from a customer's decision-making process

29. Which of the following is a key difference between trust-based relationship selling and transaction-focused traditional selling? a. In trust-based relationship selling, the customer is the primary focus, whereas in transaction-focused traditional selling, the salesperson is the primary focus. b. In trust-based relationship selling, the nature of communication is one-way, whereas in transaction-focused traditional selling, the nature of communication is two-way. c. In trust-based relationship selling, the salesperson is isolated from the customer's decision-making process, whereas in transaction-focused traditional selling, the salesperson is actively involved in the customer's decision-making process. d. In trust-based relationship selling, the desired outcome is order volume, whereas in transaction-focused traditional selling, the desired outcome is mutual benefits. e. In trust-based relationship selling, the salesperson plays the role of making calls and closing sales, whereas in transaction-focused traditional selling, the salesperson plays the role of a business consultant. 30. In trust-based relationship selling, . a. the primary focus is on the salesperson b. the nature of communication is one-way, from the salesperson to the customer c. the customer–salesperson relationship is temporary d. the salesperson is actively involved in a customer's decision-making process e. the salesperson does little or no post-sale follow-up with the customer 31.

is determined by buyers' perceptions of what they get in exchange for what they have to give up. a. Service orientation b. Sales revenue c. Customer value

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Chapter 01: Overview of Personal Selling d. Support value e. Product demand 32. Which of the following is true of customer value? a. It is not beneficial to personal selling. b. The factors that constitute customer value are common for all customers. c. It is always determined by the customer and not the salesperson. d. It is not affected by the behavior of salespeople. e. It is determined by a salesperson's perception of what customers will get in exchange for their money. 33. The customers of Daprosoft are concerned about the price of the company's new software. Susan, a sales manager at Daprosoft, must thoroughly satisfy their curiosity about the benefits they are likely to receive after purchasing the product. In this scenario, Susan's customers are concerned about . a. sales dialogue b. sales support c. customer value d. customer insight e. the diffusion of innovation 34. The term refers to the series of conversations between buyers and sellers that take place over time in an attempt to build relationships. a. sales advertising b. sales dialogue c. sales lead d. customer value e. economic stimulus 35. Which of the following is true of sales dialogue? a. The purpose of sales dialogues is to determine the best training method that meets the needs of salespeople. b. It is an essential part of transaction-focused traditional selling. c. The purpose of sales dialogue is to negotiate a business deal and earn a commitment from the customer. d. The business conversations that constitute sales dialogue are salesperson-focused. e. It emphasizes generating sales revenue over building customer relationships. 36.

helps a salesperson to determine if a prospective customer should be targeted for further sales attention. a. Customer value b. Sales dialogue c. Inside sales d. Sales support e. Continued affirmation

37. Ethan is a young salesperson who is tasked with establishing and maintaining good relationships with his customers. Whenever he approaches a customer to sell his product, he begins a series of conversations with the customer to determine needs, communicates how the product can create value for the customer, and negotiates a business deal with the customer to earn a commitment. In this scenario, Ethan most likely engages in . Powered by Cognero

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Chapter 01: Overview of Personal Selling a. sales networking b. sales dialogue c. dejobbing d. job crafting e. inside sales 38. Customers define value by addressing all of the following questions except: a. Has the salesperson reached a high level of sales? b. Does the salesperson do a good job in helping me make or save money? c. Does the sales representative understand my business and my industry? d. Does this salesperson help me achieve my strategic priorities? e. Is this salesperson dependable? 39. is a customer-oriented approach that uses truthful, non-manipulative tactics to satisfy the long-term needs of both the customer and the selling firm. a. Sales prospecting b. A sales pitch c. Sales advertising d. Sales professionalism e. A sales funnel 40. According to a study examining the status of sales as a true profession, sales meets the professional criteria of through professional organizations such as the Strategic Account Management Association (SAMA) and through a common sales vocabulary such as that found in textbooks and training materials. a. ensuring the welfare of internal and external stakeholders b. making a significant contribution to society c. having a defined culture and organization of colleagues d. developing a well-established routine for salespeople e. adhering to a uniform ethical code 41. According to a study that examined the status of sales as a true profession, sales needs additional progress in two areas to be viewed as a profession on par with law, medicine, and other long-recognized professions. One of these areas is . a. operating from a substantial knowledge base that has been developed by academics b. making a significant contribution to society c. having a defined culture and organization of colleagues d. gaining public trust e. having a unique set of professional skills 42. Which of the following is true of salespeople? a. They can benefit tremendously by working from a continually evolving knowledge base. b. They adhere to a universal code of ethics. c. They enjoy relatively less job security compared with other occupational groups. d. They receive professional training through a widely accepted certification program. Powered by Cognero

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Chapter 01: Overview of Personal Selling e. They are constantly supervised by their managers and lack decision-making autonomy. 43. Identify a true statement about the evolution of personal selling. a. Future buyers will be naive and less sophisticated. b. Future salespeople will respond to a more complex, dynamic environment. c. Technology and innovation will face stagnation due to lack of creativity from salespeople. d. More emphasis will be placed on transaction-focused selling rather than trust-based relationship selling. e. More emphasis will be placed on sales pitches rather than sales dialogues. 44. Some members of society will not view sales as a true profession because . a. there is a universal code of ethics with a mechanism for dealing with violators b. there is no universal code of ethics with a mechanism for dealing with violators c. many companies have employee codes of conduct d. some professional organizations have ethical codes e. there is no participation in professional organizations 45. One of the key roles that salespeople play in society is the distribution of knowledge about new technology. In other words, salespeople help with . a. market basket analysis b. the diffusion of innovation c. market research d. data mining e. the training of future managers 46. Consumers who are likely to be early adopters of an innovation often rely on information. a. manufacturers b. salespeople c. investors d. producers e. the government 47. Salespeople fulfill the role of a. strategic orchestrators b. business consultants c. revenue producers d. market analyzers e. long-term allies

as a primary source of

when they bring in income to a firm or company.

48. Salespeople play an important role in market research and in providing feedback to their firms because

. a. they are trained through a widely accepted certification program in market research b. they spend a lot of time in direct contact with their customers c. the jobs of salespeople have a well-established routine that allows them to get a general idea of their customers Powered by Cognero

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Chapter 01: Overview of Personal Selling d. they are trained in providing feedback to their managers e. salespeople are solely concerned with their firm's profitability in bottom-line terms 49. Which of the following helps marketing and sales personnel to be good candidates for upper management positions? a. Their ability to overcome negative feedback b. Their ability to meet customer needs c. Their ability to isolate themselves from their customer's decision-making process d. Their ability to resist changes e. Their ability to push products to customers 50. Which of the following is most accurate with respect to a buyer's expectations of salespeople? a. Buyers expect salespeople to isolate themselves from the buyer's decision-making process. b. Buyers expect salespeople to be driven solely by profit. c. Buyers usually have little to no expectations of salespeople. d. Buyers expect salespeople to contribute to the success of the buyer's firm. e. Buyers expect salespeople to close a sale quickly and move on. 51. All of the following describe customer relations management (CRM) except a. CRM software has become a vital tool for businesses of all sizes b. the CRM software industry is one of the fastest growing industries c. CRM helps companies establish better communication channels d. CRM ensures decreased customer retention through loyalty programs e. CRM systems identify potential customers

52. When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations, they are using selling. a. value-based b. stimulus response c. mental states d. adaptive e. the formula approach to 53. selling should most likely be used when salespeople encounter buyers with different personalities, communications styles, needs, and goals. a. Adaptive b. Stimulus response c. Mental states d. Traditional e. The formula approach to 54. During a sales presentation on his company's new range of laptops and their specifications, Max was interrupted by a few members of the audience who informed him that they were unable understand the marketing and technical jargon used in the presentation. Max altered his message accordingly and adjusted the presentation so that everyone could understand his message. In this scenario, Max most likely used selling. a. adaptive Powered by Cognero

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Chapter 01: Overview of Personal Selling b. mental states c. stimulus response d. consultative e. the formula approach to 55. Which of the following approaches to personal selling is the simplest? a. Stimulus response selling b. Need satisfaction selling c. Consultative selling d. Mental states selling e. Problem-solving selling 56. In selling, salespeople furnish statements, questions, actions, audio/visual aids, and demonstrations from a repertoire of words and actions designed to produce a desired response. a. adaptive b. stimulus response c. consultative d. problem-solving e. need satisfaction 57. Continued affirmation is an example of a. problem-solving b. need satisfaction c. consultative d. mental states e. stimulus response

selling.

58. Which of the following statements is true of stimulus response selling? a. The sales message in stimulus response selling cannot be prepared before sales dialogue. b. It cannot be used with a canned sales presentation. c. It calls for the buyer to dominate the flow of conversation in sales dialogue. d. Inexperienced salespeople can rely on stimulus response sales methods in some settings. e. It is most suitable when the prospects are professional buyers. 59. Which of the following approaches to personal selling is best suited when time is severely constrained? a. Need satisfaction selling b. Adaptive selling c. Problem-solving selling d. Consultative selling e. Stimulus response selling 60. AIDA is an acronym for . a. action, intention, direction, and activity b. apathy, insecurity, deterrent, and acceptance Powered by Cognero

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Chapter 01: Overview of Personal Selling c. attention, interest, desire, and action d. anguish, instability, displacement, and agony e. attrition, interrogation, development, and assessment 61. In the context of mental states selling, which of the following tactics can a salesperson use to draw the attention of a prospective customer to a product? a. Overcoming resistance of the prospect b. Building rapport with the prospect c. Persuading the prospect to try the product d. Demonstrating the product e. Building a sense of urgency about the product 62. Which of the following approaches to personal selling forces a salesperson to plan the sales presentation prior to calling on a customer? a. Need satisfaction selling b. Mental states selling c. Problem-solving selling d. Consultative selling e. Adaptive selling 63. selling is based on the notion that the customer is buying to satisfy a particular requirement or set of requirements. a. Need satisfaction b. Mental states c. Consultative d. Problem-solving e. Stimulus response 64. Which of the following is the first step in the need satisfaction approach to selling? a. Presenting offers to satisfy buyer needs b. Continuing to sell until a purchase decision is made c. Generating alternative solutions d. Providing stimuli for positive affirmations e. Uncovering and confirming buyer needs 65. In need satisfaction selling, salespeople use a(n) a. suggestive b. questioning c. informative d. influence e. manipulative

tactic to uncover important buyer needs.

66. Which of the following is true of need satisfaction selling? a. Customer responses dominate the early portion of the sales interaction. Powered by Cognero

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Chapter 01: Overview of Personal Selling b. Customers are unwilling to spend considerable time in preliminary meetings to define needs prior to a sales presentation. c. Salespeople use various influence tactics to alter customer needs. d. It goes beyond identifying customer needs to developing alternative solutions for satisfying these needs. e. Salespeople prefer this approach to selling when time is severely constrained. 67.

selling is an extension of need satisfaction selling. a. Adaptive b. Problem-solving c. Mental states d. Stimulus response e. Consultative

68. The approach to personal selling requires educating the customer about the full impact of an existing issue and clearly communicating how the solution delivers significant customer value. a. need satisfaction b. problem-solving c. mental states d. stimulus response e. formula 69. Which of the following is the first step in the problem-solving approach to selling? a. Defining a customer's problem b. Building rapport with a prospective customer c. Gaining precommitment from a prospect to consider purchasing the seller's product d. Arranging the use of a sales organization's resources to resolve a customer's problem e. Continuing to sell until a customer's problem is resolved 70. Kiran, a medical insurance agent, informs prospective customers about the potential health issues associated with current lifestyles. They successfully sell insurance policies by convincing their customers that medical insurance offers financial assistance in case of an illness. In this scenario, Kiran most likely uses the approach to personal selling. a. stimulus response b. need satisfaction c. consultative d. mental states e. problem-solving 71. selling is the process of helping customers reach their strategic goals by using the products, services, and expertise of a sales organization. a. Stimulus response b. Mental states c. Consultative d. Problem-solving e. Need satisfaction Powered by Cognero

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Chapter 01: Overview of Personal Selling 72. Terry, a sales executive at AutoMoco, ensures customer satisfaction through continued post-sale follow-up. He addresses customer queries by coordinating with various departments at AutoMoco and getting expert advice from their personnel. In this scenario, Terry plays the role of a . a. business consultant b. strategic orchestrator c. revenue producer d. market researcher e. negotiation expert 73. In the business consultant role, salespeople . a. use internal and external sources to become an expert on their customer's business b. use the resources of sales organizations to satisfy the requirements of their customer's business c. support their customers, even when an immediate sale is not expected d. bring in revenue for their firms and maintain a healthy "top line" on the profit and loss statement e. request expert advice from production or logistics personnel to address an opportunity fully 74. Jeff, a salesperson at Diverse Investments, a wealth management firm, educates his customers about different wealth management schemes and their advantages over traditional savings methods. Jeff also offers financial insights to customers on managing their enterprises by gaining information from various internal and external sources. In this scenario, Jeff plays the role of a . a. marketing coordinator b. strategic orchestrator c. revenue producer d. long-term ally e. business consultant 75. As a , the salesperson arranges the use of the sales organization’s resources in an effort to satisfy the customer. a. negotiation expert b. strategic orchestrator c. revenue producer d. long-term ally e. business consultant 76. The most important part of a salesperson's job is a. tracking accounts receivable b. the sales process c. training new salespeople d. the market basket analysis process e. attending training sessions

77. Rosa’s car needed extensive repair following an accident. At Odessa Repair, she was told that the repairs would take three weeks. However, due to supply-chain delays, the needed parts didn’t arrive on time, and Rosa had to wait for eight weeks to get her car fixed. Roger, the salesperson at Odessa Repair, called Rosa frequently to keep her informed about the status of her car. This scenario shows all of the following except . Powered by Cognero

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Chapter 01: Overview of Personal Selling a. Roger worked hard to earn Rosa’s trust b. Roger said he would keep Rosa updated, and he did c. customers want to do business with trustworthy people d. Roger overpromised and was unrealistic about the status of Rosa’s repairs e. Roger understood that Rosa really wanted to get her car fixed quickly 78. The three major phases of the sales process are . a. initiating, developing, and enhancing customer relationships b. locating qualified prospective customers, training salespeople, and planning the sales dialogue c. planning the sales presentation, initiating customer relationships, and training salespeople d. planning the sales dialogue, creating value, and locating prospective customers e. making an appointment to see a customer, building trust, and enhancing customer relationships 79. Which of the following is a characteristic of sales careers? a. Delayed feedback on job performance b. Negligible job security c. Vegetation and monotony d. An annual salary of approximately $60,869 for the average salesperson e. Advancement opportunities 80. Salespeople enjoy relatively good job security compared with other occupational groups, most likely because . a. they act as revenue producers b. they are long-term allies of customers c. they mainly focus on the aspect of sales that deals with environmental sustainability d. they initiate sales dialogues with prospects e. they act as strategic orchestrators 81. Which of the following distinguishes personal selling from other forms of marketing communications such as advertising and public relations? a. The opportunity to react immediately to customer feedback during sales presentations b. The existence of a universal code of ethics for salespeople c. The ability to influence customers d. The lack of decision-making autonomy for salespeople e. The availability of a well-established routine for salespeople 82. Which of the following characteristics of sales careers has increased due to multicultural diversity in customer segments? a. Job predictability and vegetation b. Job variety c. Compensation d. Immediate feedback e. Advancement opportunities Powered by Cognero

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Chapter 01: Overview of Personal Selling 83. Which of the following statements is true of sales as a career? a. The demand for sales professionals is expected to decrease in the next five years. b. Sales as a profession does not offer much job security as salespeople spend a majority of their time on nonselling activities. c. Salespeople cannot switch industries easily, as different industries need different sales skills. d. Salespeople receive constant, immediate feedback on their job performance. e. Sales as a profession is monotonous, and salespeople have a well-established routine. 84. Sylvia, a young college graduate, is looking for a job as a sales professional because it offers her the opportunity to interact with customers from different ethnic groups. She is not interested in a traditional office job or any job that involves routine work. In the context of the features of sales jobs, Sylvia is attracted to the characteristic of . a. job security b. job variety c. independence d. high compensation e. immediate feedback 85. One of the two well-known categories of sales support personnel is a. missionary salespeople b. inside salespeople c. order-takers d. order-getters e. pioneers

86. Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders? a. Missionary salespeople b. Pioneers c. Order-getters d. Inside salespeople e. Direct-to-consumer salespeople 87. Salespeople who assist in design and specification processes, installation of equipment, and training of a customer's employees are called . a. technical support salespeople b. missionary salespeople c. order-takers d. order-getters e. pioneers 88. In the context of personal selling jobs that focus on new businesses, the task of requires creative selling and the ability to counter the resistance to change that will likely be present in prospective customers. a. missionary salespeople b. pioneers c. technical support salespeople Powered by Cognero

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Chapter 01: Overview of Personal Selling d. farmers e. order-takers 89. Which of the following statements is true of pioneers? a. They are nonretail salespeople who remain in their employer's place of business while dealing with customers. b. They focus on maintaining relationships with existing customers are not involved in creative selling. c. All pioneers are order-getters but all order-getters are not pioneers. d. They continue to work with a customer even after the completion of a sale. e. Route salespeople who work an established customer base are pioneers. 90. Who among the following are called hunters? a. Order-getters b. Order-takers c. Inside sales d. Farmers e. Detailers 91. Which of the following is a difference between pioneers and order-getters? a. Order-getters serve existing customers on an ongoing basis, whereas pioneers move on to new customers as soon as possible. b. Order-getters focus on seeking new customers, whereas pioneers focus on cultivating relationships with existing customers. c. Order-getters focus on providing sales support, whereas pioneers focus on generating revenue for their company. d. Order-getters communicate with customers through emails and phone-calls, whereas pioneers communicate face-to-face with customers. e. Order-getters focus on sales growth, whereas pioneers focus on technical knowledge. 92. Who among the following are called farmers? a. Order-takers b. Order-getters c. Inside sales d. Pioneers e. Detailers 93. Which of the following statements is true of order-takers? a. Their primary responsibility is stimulating the sales effort to convert prospects into customers. b. Their strength tends to be reliability in ensuring customer convenience. c. They are also known as hunters. d. They are less valuable to their firms than order-getters. e. They are salespeople who actively seek orders. 94. The role of existing-business salespeople is in direct contrast to a. order-takers b. detailers

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Chapter 01: Overview of Personal Selling c. farmers d. pioneers e. inside sales 95. Anjali is a member of the sales department at Grocery Works, a large grocery store. One of her major tasks includes sending weekly emails to existing customers about the latest discounts on products. She is also responsible for calling on customers and procuring routine reorders of stock items. Anjali’s role at Grocery Works describes the role of a(n) . a. detailer b. pioneer c. order-getter d. order-taker e. hunter 96. The operation has received considerable attention in recent years as an alternative to field selling. a. existing business b. inside-sales c. technical support d. missionary sales e. direct-to-consumer sales 97. Sean, a sales manager at Placit Store, is tasked with generating sales revenue, maintaining customer relationships, and performing sales support activities. This scenario illustrates the . a. combination sales job concept b. inside-sales operation c. job of technical support salespeople d. job of missionary salespeople e. job of pioneers 98. In the context of the attributes required for a successful sales career, which of the following includes asking appropriate questions and not interrupting at inappropriate times? a. Active listening b. Service orientation c. Adaptability d. Initiative e. Logical reasoning 99. In response to the COVID-19 pandemic that escalated in 2020, many organizations quickly transformed a significant amount of the personal selling process to include . a. using virtual selling b. telephoning prospects c. interacting with prospects in-person d. avoiding the use of Zoom e. increasing sales efforts 100. According to the O*NET Resource Center, a centralized source of occupational information developed by the U.S. Powered by Cognero

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Chapter 01: Overview of Personal Selling Department of Labor/Employment, salespeople in a wide variety of industries do not need which attribute to be successful? a. Active listening—to include asking appropriate questions, and not interrupting at inappropriate times b. Service orientation—actively seeking ways to help customers c. Sense of humor—used for persuasive communications d. Coordination and problem solving—to include bringing others together and reconciling differences e. Written communications skills—including computer and other technologically facilitated communications

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Chapter 01: Overview of Personal Selling Answer Key 1. True 2. False 3. True 4. False 5. False 6. True 7. False 8. False 9. False 10. True 11. False 12. True 13. False 14. True 15. False 16. True 17. True 18. False 19. False 20. True 21. a 22. a 23. d 24. e 25. c Powered by Cognero

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Chapter 01: Overview of Personal Selling 26. c 27. c 28. d 29. a 30. d 31. c 32. c 33. c 34. b 35. c 36. b 37. b 38. a 39. d 40. c 41. d 42. a 43. b 44. b 45. b 46. b 47. c 48. b 49. b 50. d 51. d Powered by Cognero

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Chapter 01: Overview of Personal Selling 52. d 53. a 54. a 55. a 56. b 57. e 58. d 59. e 60. c 61. b 62. b 63. a 64. e 65. b 66. a 67. b 68. b 69. a 70. e 71. c 72. b 73. a 74. e 75. b 76. b

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Chapter 01: Overview of Personal Selling 77. d 78. a 79. e 80. a 81. a 82. b 83. d 84. b 85. a 86. a 87. a 88. b 89. c 90. a 91. a 92. a 93. b 94. d 95. d 96. b 97. a 98. a 99. a 100. c

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Chapter 02: Building Trust and Sales Ethics

Indicate whether the statement is true or false. 1. In the context of buyer–seller relationships, if credibility is the concern, then the salesperson must demonstrate how their company can offer the best deals. a. True b. False 2. Relationship selling focuses on an organization's short-term marketing strategy. a. True b. False 3. In today's increasingly competitive marketplace, buyers are finding it more effective and efficient to do more business with a large number of suppliers. a. True b. False 4. Today's contemporary selling process is embedded within the relationship marketing paradigm. a. True b. False 5. A trustworthy salesperson understands doing "anything to get an order" will ultimately strengthen the buyer–seller relationship. a. True b. False 6. A customer-oriented salesperson covers both the pros and cons of a recommended product when making a sale to a customer. a. True b. False 7. A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer. a. True b. False 8. Knowledge of a product's features is sufficient for a salesperson to describe the product to a customer. a. True b. False 9. The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward. a. True b. False 10. Larger companies typically break their customers into distinct markets. a. True b. False Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 11. Information about customers is gathered by companies over time and from very different sources. a. True b. False 12. Salespeople who can offer better service than their competitors have an advantage for generating new business and taking away business from the competition. a. True b. False 13. The prices quoted and discounts offered by a salesperson do not legally bind a company to their completion. a. True b. False 14. A salesperson can learn how the entire marketplace uses their company's products more quickly than if they had to focus on only one line of business. a. True b. False 15. Using the Web to do an initial search on a company can tell a salesperson what products a company makes, what markets they serve, and so on. a. True b. False 16. Good salespeople must adjust their selling strategy depending on their competition. a. True b. False 17. Salespeople should always communicate using e-mail as it eliminates any possibility of misunderstanding. a. True b. False 18. Salespeople should not use e-mail to send out mass communications to customers and prospects. a. True b. False 19. Salespeople can use Global Positioning System (GPS) technology to better serve their clients. a. True b. False 20. Salespeople are exposed to fewer ethical pressures than individuals in most other occupations. a. True b. False

Indicate the answer choice that best completes the statement or answers the question. 21. Identify a true statement about trust. Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics a. Trust in a buyer–seller relationship is always defined by the seller. b. Trust in a buyer–seller relationship is diminished by candor. c. Trust can mean different things to different people. d. Trust is unrelated to the concept of referral. e. Trust in any relationship constitutes of the same characteristics universally. 22. Buyers define trust with terms such as a. honesty, guile, and precariousness b. enablement, candor, and guile c. candor, fairness, and confidentiality d. predictability, infraction, and candor e. security, honesty, and defraudment 23.

refers to the quality of being free from danger. a. Reliability b. Openness c. Security d. Confidentiality e. Fairness

24. Which of the following is an example of the violation of confidentiality in a buyer–seller relationship? a. Selling products through exaggerated claims b. Using GPS to track salespeople c. Not delivering services to clients as promised d. Salespeople going around and telling one client what their other client is doing e. Sharing information that was previously not shared in traditional selling 25. Identify an example of engaging in openness in a buyer–seller relationship. a. A seller reasoning with a client who is making unethical demands b. A seller letting the buyer know about their sales quota c. A seller not relying on the basis of the bargain to issue express warranties d. A seller sharing information that was traditionally not shared e. A seller addressing service issues on time 26. Which of the following is a practice in the relationship marketing paradigm that was not accepted in traditional selling? a. Creating express warranties b. Withholding product information c. Reviewing potential clients' income statements before doing business with them d. A company's employees sharing manufacturing secrets with the company's suppliers e. Implementing the hard-sell approach 27. Which of the following correctly reflects a research finding about the sales profession? a. Consultative tasks do not influence buyer perceptions, trust, and relationship loyalty. Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics b. Perceived ethical treatment is not related to trust in a salesperson or purchase intentions. c. With the passing of years, the value of ethics in the sales profession has reduced substantially. d. Little is known about what service behaviors salespeople can employ to satisfy and build trust with customers. e. Salesforces all over the world are slowly shifting from the relationship marketing paradigm to customeroriented behavior. 28. Research reveals that play a vital role in influencing buyer perceptions and trust. a. deal-closing sales methods and implied warranties b. consultative tasks and personal relationship behaviors c. a transaction-oriented trust schema and service issues d. traditional selling methods and profit orientation e. purchase requisition and the hard-sell approach 29. In the context of a buyer–seller relationship, which of the following statements is true of trust? a. The seller always defines trust in the relationship. b. Trust was more important in traditional selling than it is in today's relationship selling. c. A salesperson has to determine what trust means to each buyer. d. Trust is earned when a salesperson believes that a customer will make a purchase. e. Trust is unrelated to the concept of referral. 30. It is a salesperson's job to determine which trust attributes are critical to relationship building for a specific buyer. The salesperson does this by . a. questioning the buyer b. using market research data from the internet c. consulting their managers d. using the basis of the bargain e. using their own instincts 31. are those who are in a unique position to capitalize on building credibility with customers who place a high value on trust. a. Consultative salespeople b. Evasive salespeople c. Transactional salespeople d. Hard sellers e. Order takers 32. Which critical variable of trust in a salesperson does the question, "Do you know what you are talking about?" most likely address? a. Expertise b. Confidentiality c. Security d. Reliability e. Honesty 33. Which critical variable of trust in a salesperson does the question "Will you recommend what is best for me?" most Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics likely address? a. Confidentiality b. Service resilience c. Customer orientation d. Security e. Predictability 34. Which critical variable of trust in a salesperson does the question "Can you and your company back up your promises?" most likely address? a. Customer orientation b. Likability c. Service resilience d. Dependability e. Compatibility 35. Ah Ling owns an oil field supply business in West Texas. She relies on her sales team to visit her clients and find out what they need. In order to establish a competitive advantage for her company, Ah Ling . a. understands that consumers do online research before talking to a salesperson b. focuses her sales training program on product knowledge or sales techniques and skills c. focuses her employee training on sales techniques and skills d. understands that the day-to-day actions of her sales professionals are key e. realizes that strategies and products are the most important aspects of repeat business 36. Which of the following is not true of integrity selling? a. Selling is a mutual exchange of value. b. Negotiation is never manipulation. c. Selling techniques give way to value-driven principles. d. Selling focuses on closing the sale. e. Selling is something that you do for and with people. 37. Which of the following statements is true about relationship selling? a. It focuses on the immediate benefits gained from short-term relationships. b. It steers clear of the concept of mutual gain. c. It is based on the principle of "doing anything to get an order." d. It involves a high level of problem-solving activity. e. It focuses on closing the sale. 38.

refers to the ability, knowledge, and resources to meet customer expectations. a. Expertise b. Dependability c. Candor d. Compatibility e. Security

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Chapter 02: Building Trust and Sales Ethics 39. Which of the following is true of young salespeople? a. They must go the extra mile to prove to their customers their dedication to service. b. They must attend a mandatory sales training program before they can be hired by a company. c. They are usually not hired because companies believe that expertise cannot be trained or taught. d. They are usually better liked and trusted by customers because of the inherent openness they exhibit. e. They are not allowed to shadow more experienced salespeople. 40.

refers to something given to improve a situation or state for a buyer. a. Contribution b. Compatibility c. Enablement d. Restitution e. Serviceability

41. Salespeople who always do what they say they are going to do earn the trust of buyers because buyers perceive them as being . a. dependable b. resilient c. experienced d. egocentric e. knowledgeable 42. Jalil is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Jalil is . a. knowledgeable b. extroverted c. dependable d. vulnerable e. tactical 43.

refers to a salesperson's behavior that can be foretold on the basis of observation or experience by a buyer. a. Candor b. Resilience c. Predictability d. Vulnerability e. Compatibility

44. Dina goes to her favorite clothing store to shop for clothes. She looks for a particular kind of jacket but cannot find it. Farida, the salesperson in the store, tells her that the kind of jacket she is looking for is currently out of stock, but she assures her that she will inform her as soon as they are back in the store. Dina takes her word for it as Farida always delivers as she promises. In this scenario, Farida exhibits . a. candor b. resilience c. predictability Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics d. vulnerability e. compatibility 45. Honesty of the spoken word is called a. candor b. clemency c. warranty d. brevity e. altruism

46. Rikki is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great deal of knowledge about the products offered by the store. She is often asked questions by customers to which she does not know the answer. However, she always responds to them by saying, "I will check with my store manager and get back to you." By being honest with her customers, Rikki exhibits . a. clemency b. resilience c. predictability d. candor e. expertise 47. Iona is a salesperson for a business insurance company. She informs her customers about new company policies that are likely to affect them despite the risk of losing them. In this scenario, Iona exhibits behavior. a. profit-oriented b. resilient c. relational d. customer-oriented e. covert 48. A salesperson should not stretch the truth to get a contract signed because a. it takes only one misleading event to lose all credibility b. clients do not view a sales representative as a trusted advisor

c. getting the order at all costs is a winning strategy d. preserving the seller-buyer relationship is less important than closing the sale e. a product’s shortcoming should never be presented to a buyer 49. Eugenio is a salesperson in an electronics store in Cambridge, Maryland. His customers are primarily long-term residents of the state. Eugenio frequently interacts with them and is liked by most of the people who visit the store. The customers feel comfortable explaining to Eugenio exactly what products they need. In this scenario, Eugenio exhibits . a. compatibility b. expertise c. resilience d. candor e. confidentiality Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 50. Ravi is a sales representative at a sports equipment company. He has a keen interest in tennis and often organizes matches with some of his customers on weekends. By doing so, he has befriended a number of his clients. Given this information, it is evident that Ravi prioritizes in the buyer–seller relationship. a. compatibility b. confidentiality c. clemency d. candor e. resilience 51. Armando is a young college graduate who is looking for a sales job in the pharmaceutical business. To better his chances of being selected by employers, he decides to enhance his knowledge of the latest medications in the market. In this scenario, it is evident that Armando is trying to enhance his . a. industry knowledge b. customer orientation c. promotion knowledge d. service resilience e. technology knowledge 52. Karma, a salesperson who works for Pristine, informs her customers that they can return garments within 30 days of purchase for cash. However, Pristine’s return policy states that customers may only exchange garments for other garments and not for cash. In this scenario, it is evident that Karma needs to improve her knowledge. a. industry b. company c. product d. promotion e. price 53. A salesperson should be familiar with their company's key personnel. This helps a. determine the company's human resources policies b. build team spirit when the salesperson needs help in meeting a customer's needs c. prevent the stereotyping of salespeople d. adopt traditional methods of selling goods and services e. minimize the chances of the salesperson engaging in illegal behavior

54. A salesperson must know what an article or substance can and cannot do. For this, the salesperson must have sound knowledge. a. promotion b. industry c. product d. inventory e. market 55. Which of the following questions must a salesperson be able to answer in order to demonstrate their product knowledge? a. Who are the major competitors in the market? Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics b. Who is responsible for delivering goods to a customer? c. What materials are used when making the goods? d. When is it most appropriate to follow-up with a customer? e. What is the company's market share for a particular commodity? 56. Josie, a sales professional for a company that manufactures kitchen appliances, is consistently rated by customers as the best salesperson because she has a detailed understanding of all the appliances manufactured by the company, including how they work and how they are made. Given this information, it is evident that Josie possesses sound knowledge. a. propositional b. promotion c. market d. inventory e. product 57. A salesperson who is ready to answer the question, "Does the company repair and maintain its sold products or does the company send them to a third party?" can effectively solve issues. a. administrative b. market regulation c. management d. service e. promotional 58. A salesperson's service mission is to . a. convince customers to make a purchase at any cost b. give fewer express warranties c. maximize the number of sales d. provide added value for customers e. practice the hard-sell approach 59. It is important for a salesperson to understand what service dimensions concern the buyer. Which of the following service dimensions addresses the question, "Do we send a team to your site for start-up?" a. Delivery b. Inventory c. Training d. Installation e. Warranty 60.

knowledge is a tool that salespeople must possess to explain their firms' advertising programs. a. Promotion b. Service c. Propositional d. Tacit e. Competition

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Chapter 02: Building Trust and Sales Ethics 61. Marta has recently been hired as a sales representative at a grocery store. As part of her training, her store manager asks her to memorize the seasonal discounts offered by the store. In this scenario, the store manager wants Marta to enhance her knowledge. a. promotion b. market c. industry d. inventory e. propositional 62.

knowledge is a tool salespeople must have in order to quote rates and offer discounts on products. a. Price b. Inventory c. Propositional d. Market e. Product

63. Which of the following knowledge tools must a salesperson use to answer the question, "Can the salesperson give additional discounts to get a potential client whom the company has been after for years?" a. Price b. Inventory c. Technology d. Market e. Product 64. is less about monitoring, and more about transforming sales reps from ‘field workers’ into a truly unbeatable, valuable asset for the business by connecting off-site action with on-site productivity. a. Marketing intelligence b. The ATT Toll-free internet Directory c. Global Positioning System (GPS) tracking in sales and logistics d. Customer knowledge e. Sales presentation delivery 65. Deryn is the sales manager of a cosmetics company that offers a wide range of face creams, lipsticks, and eye makeup. Some of the company's products are sold to wholesalers and distributors, while others are sold directly to individual buyers. Deryn decides to divide the company's vast customer base into distinct segments so that the company's salespeople can target each segment more effectively. To carry out this process, it is necessary for Deryn to possess sound knowledge. a. product b. inventory c. competitor d. promotion e. market 66. Larger companies typically break their customers into distinct markets. Which of the following statements is true of this sales strategy? Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics a. It involves following a common marketing strategy for all customers. b. It results in an overall decrease in customer satisfaction. c. It creates more gaps between a salesperson and his customer base. d. It allows a salesperson to become an expert in a line of business. e. It lets a company maintain better inventory control. knowledge includes detailed information on the manufacturer and knowing whether or not the company has up-to-date methods. What materials are used? What quality control procedures are involved? Who are the design engineers? 67.

a. Competitor b. Legal c. Product d. Service e. Technical 68. Ji-Woo has recently been hired as a salesperson by a logistics company. The company divides its clients into different markets based on the requirements of each market. Ji-Woo has been asked to work exclusively with emerging entrepreneurs. To understand his clients' purchasing behavior and build long-term relationships with them, Ji-Woo has to improve his knowledge. a. propositional b. inventory c. customer d. technology e. promotion 69. "Why should I use your product over the one I am currently using?" is the ultimate question a buyer asks. A salesperson must have knowledge to answer this question. a. inventory b. promotion c. customer d. competitive e. policy 70.

knowledge refers to information salespeople must have about the latest applied sciences. a. Embedded b. Technology c. Process d. Market e. Inventory

71. In the context of buyer–seller communication, which of the following is probably the most oversold form of technology? a. Expert systems b. Voice mails c. Email Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics d. Video conferencing e. Intranets 72. Global Positioning Systems (GPSs) help . a. sales organizations acquire industry knowledge b. buyers place price updates on the web for customers to access c. people transmit non-electronic documents 24 hours a day d. salespeople plan their routes effectively e. buyers and sellers communicate virtually 73. Companies use global positioning system (GPS) tracking systems to track their salesforce because a. salespeople, in general, cannot be trusted with handling company profits b. it is mandatory for logistics companies to know where their employees are at all times c. salespeople prefer joining companies that use GPS d. it improves salesforce effectiveness and minimizes costs e. it is impossible to reach out to customers without using such technology 74.

knowledge refers to the knowledge of a rival company's strengths and weaknesses in the market. a. Propositional b. Promotion c. Customer d. Competitor e. Inventory

75. "How do your company's prices compare with others in your industry?" is a question that requires a salesperson to use their knowledge. a. inventory b. promotion c. market d. competitor e. policy 76. Comparisons of the products of a company's competitors for a customer's buying decisions are critical, especially when the company . a. practices traditional selling methods b. has customers who have been loyal for a long time c. possesses features and benefits that are superior to those of the competition d. lacks up-to-date technology and has outdated manufacturing processes e. is newer than the competition and has less relevant experience 77. Identify an advantage of salespeople using e-mail to communicate with buyers. a. Emails are universally accepted as a more formal form of communication than office visits. b. Mass communications can be sent out to all customers and prospects. c. Email technology is the safest platform for virtual communication. Powered by Cognero

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