Introduction to Marketing Exam Practice Tests
Course Introduction
Introduction to Marketing explores the fundamental principles and practices that drive successful marketing strategies in todays dynamic environment. Students will gain an understanding of the core elements of marketing, including market research, consumer behavior, product development, pricing strategies, distribution channels, and promotional tactics. The course emphasizes the integration of digital marketing trends and ethical considerations, offering real-world examples and case studies to illustrate key concepts. By the end of the course, students will be equipped with foundational knowledge to analyze markets, develop marketing plans, and appreciate the role of marketing in organizational success.
Recommended Textbook Fundamentals of Selling Customers for Life through Service 13th Edition by Charles Futrell
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Chapter 1: The Life, Times, and Career of the Professional
Salesperson
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Sample Questions
Q1) What are the four main elements in the customer relationship process? What is the purpose of building customer relationships?
Answer: The four main elements in the customer relationship process used by salespeople to build long-term relationships are: Analyze customer needs. Present product benefits. Gain commitment for the purchase. Provide excellent service in order to maintain and grow the relationship.
Q2) All of the following are nonfinancial rewards salespeople experience EXCEPT: A) job knowledge.
B) job satisfaction.
C) club memberships.
D) positive self-worth.
E) customer appreciation.
Answer: C
Q3) Conceptual skills are especially important for the creative order-getters. A)True
B)False
Answer: True
Page 3
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Chapter 2: Relationship Marketing: Where Personal Selling Fits
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Sample Questions
Q1) _____ marketing is the creation of customer loyalty.
A) Transaction
B) Relationship
C) Value-added
D) Continuous
E) Covenant Answer: B
Q2) Customers tend to become less price-sensitive when they become accustomed to dealing with a salesperson.
A)True
B)False Answer: True
Q3) Service quality is an objective assessment determined by customers who compare service levels with industry benchmarks.
A)True
B)False Answer: False
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Page 4
Chapter 3: Ethics First Then Customer Relationships
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Sample Questions
Q1) Which term refers to the rights desired by employees regarding their job security and treatment by employers?
A) Cultural acceptance
B) Human rights
C) Affirmative action
D) Employee rights
E) Workers' compensation
Answer: D
Q2) Which of the following sales personnel activities is considered ethically acceptable?
A) Splitting commissions with fellow employees to win a sales contest
B) Taking a family vacation and writing it off on an expense account
C) Working a second job during company time to earn additional income
D) Calling in sick to prepare for a test in a college course later in the day
E) Giving a $10 dollar gift to a $10,000 customer
Answer: E
Q3) What factors shape a person's belief system?
Answer: Personality,religious background,family upbringing,personal experiences,and the situation faced are examples of factors shaping our core belief system.
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5
Chapter 4: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) The black box is most closely associated with:
A) the stimulus-response model.
B) empathetic dispersion.
C) product adoption.
D) the SELL sequence.
E) benefit selling.
Q2) Which of the following is an example of a social factor that could influence consumers' buying behaviors?
A) Situation
B) Past experiences
C) Perception
D) Income
E) Family
Q3) The salesperson should answer the prospect's question of "What's in it for me?" with a product advantage.
A)True
B)False
Q4) Buying situations play a role in a customer's decision-making process.
A)True
B)False
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Chapter 5: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) When a salesperson receives disagreement signals,he should immediately stop his planned presentation and quickly adjust to the unplanned situation.
A)True
B)False
Q2) Which of the following best describes Western and Eastern European handshakes?
A) Reshake hands after a lunch or a short break
B) Bow slightly while shaking hands with women
C) Shake hands in a limp fashion for a longer duration
D) Shake hands in a light and lingering fashion
E) Shake hands with only the key person in a group
Q3) Probing questions are intended to assess the buyer's attitude about a sales presentation.
A)True
B)False
Q4) Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.
A)True
B)False
Q5) Briefly explain the three levels of listening.
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Chapter 6: Sales Knowledge: Customers, Products, technologies
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Sample Questions
Q1) A salesperson would most likely use an iPod to:
A) develop product knowledge and selling skills.
B) search the Internet for a competitor's product data.
C) integrate video clips into PowerPoint presentations.
D) organize client contact information.
E) schedule customer meetings.
Q2) Which of the following is NOT a feature associated with electronic calendar management?
A) Links scheduled events with accounts
B) Assigns relative priorities to items listed
C) Automatically checks for scheduling conflicts
D) Reduces time management errors
E) Includes product order history
Q3) How can a geographic information system make a salesperson more efficient?
Q4) In sales,the need for netiquette mostly arises when using text messaging.
A)True
B)False
Q5) How does the salesperson obtain the knowledge needed for selling?
Page 8
Q6) What aspects should you know about your product? How can you develop such knowledge?
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Page 9
Chapter 7: Prospecting the Lifeblood of Selling
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Sample Questions
Q1) _____ is the process of determining if a suspect is to become a prospect.
A) Scheduling
B) Networking
C) Qualifying
D) Routing
E) Funneling
Q2) Kendra is an inexperienced salesperson.What three criteria would help her determine the best prospecting method for each type of sales situation?
Q3) Ann's attempt to open a restaurant failed,and she is now trying to sell furniture and equipment she purchased.She suspects that Handlemann's Deli may be a potential buyer for the furniture.Ann should now engage in the _____ process to determine if it is worth her time to convince Handelmann to buy.
A) qualifying
B) funneling
C) networking
D) routing
E) leading
Q4) What are the benefits of making an appointment?
Q5) What is the sales process? What are the steps in the selling process?
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Chapter 8: Planning the Sales Call Is a Must
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Sample Questions
Q1) Closing the sale can be the easiest step in the sales presentation if the previous steps have been followed well.
A)True
B)False
Q2) A plan is a method of achieving an end.
A)True
B)False
Q3) It is impractical to get information about a prospective buyer through personal contacts with the company.
A)True
B)False
Q4) Sasha sells how-to books and is going on a sales call to a local bookstore.Sasha knows the purchasing policies of the store,the person responsible for buying decisions,and the financial terms required by the store. Such information can be found in Sasha's:
A) sales call objective.
B) marketing plan.
C) competitive portfolio.
D) customer profile.
E) business proposition.
Page 11
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Chapter 9: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) Not all styles of sales presentation require the salesperson to be prepared to negotiate.
A)True
B)False
Q2) The formula sales presentation is based on the assumption that similar prospects in similar situations can be approached with similar presentations.
A)True
B)False
Q3) Gulf Technology manufactures platforms for deep sea oil rigs.Costs for the platforms can exceed $1 million.Which sales approach would a Gulf Technology salesperson most likely use?
A) Persuasive selling
B) Need-satisfaction
C) Response-stimulus
D) AIDA selling
E) Participative
Q4) Discuss the various phases of negotiation.
Q5) What are the two assumptions on which a memorized presentation is based?
Q6) What are three advantages of using a memorized sales presentation?
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Chapter 10: Begin Your Presentation Strategically
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Sample Questions
Q1) The primary purpose of asking a rephrasing question is to:
A) probe for the prospect's objections.
B) identify the prospect's concern.
C) encourage free discussion.
D) clarify the prospect's meaning.
E) emphasize an area of agreement.
Q2) "How often would you use a garage door opener?" is an example of a _____ question.
A) direct
B) redirect
C) rephrasing
D) participative
E) nondirective
Q3) Which of the following is a stage in the selling process during which a salesperson meets,greets,and establishes rapport with the prospect?
A) Qualifying
B) Data mining
C) Preapproach
D) Leading
E) Approach
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Chapter 11: Elements of a Great Sales Presentation
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Sample Questions
Q1) Which of the following lists the five purposes of the sales presentation?
A) Desire, attitude, knowledge, beliefs, and attention
B) Knowledge, beliefs, desire, attitude, and conviction
C) Attitude, opinion, desire, beliefs, and action
D) Attention, desire, opinion, conviction, and sale.
E) Proof, action, opinion, conviction, and desire.
Q2) A(n)_____ type of suggestion implies that the prospect should act immediately.
A) suggestive proposition
B) countersuggestion
C) autosuggestion
D) prestige suggestion
E) indirect suggestion
Q3) "Can you visualize how excited your family will be when you tell them you have purchased this Disneyland vacation package?" The salesperson is making a(n):
A) autosuggestion.
B) prestige suggestion.
C) direct suggestion.
D) suggestive proposition.
E) empathetic suggestion.
Q4) List any six visual aids commonly used in sales presentations.
Page 14
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Chapter 12: Welcome Your Prospects Objections
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Sample Questions
Q1) A salesperson has a greater chance of sales success by offering the lowest price.
A)True
B)False
Q2) A prospect says "I'll think it over." This can be treated as a no-need objection.
A)True
B)False
Q3) Which of the following is NOT an example of what a pharmaceutical salesperson should say immediately after dealing with a prospect's objection?
A) "Shall I write up your order now?"
B) "Wasn't that what you wanted to hear?"
C) "Have I adequately clarified our credit policies?"
D) "That solves that inventory problem, doesn't it?"
E) "With that issue of product safety settled, don't you think that we can go ahead?"
Q4) The compensation method is effective in handling a valid objection.
A)True
B)False
Q5) Why is it important to listen to the whole objection?
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15
Chapter 13: Closing Begins the Relationship
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Sample Questions
Q1) James is calling on an important prospect.He realizes that the customer has predetermined beliefs about the services of his company.Which closing method would me most appropriate?
A) T-account
B) Minor-points
C) Continuous-yes
D) Compliment
E) Alternative-choice
Q2) The prospect is likely to be in the _____ stage of the mental buying process when ready for a close.
A) attention
B) interest
C) desire
D) conviction
E) action
Q3) According to the text,what are the basic reasons that salespeople face difficulties in closing sales?
Q4) The use of a multiple-close sequence increases the probability of losing a sale.
A)True
B)False
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Chapter 14: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) A salesperson who is a true professional:
A) keeps customers informed about competitors.
B) leave beliefs and morals out of business dealings.
C) speaks well of others, including the competition.
D) knows when to use high pressure techniques on prospects.
E) knows that finding new customers is more important than servicing current ones.
Q2) The third level of relationships,intimate friends,applies to personal relationships but not business relationships.
A)True
B)False
Q3) The third level of relationship in a business friendship is:
A) intimate friends.
B) strategic alliances.
C) joint ventures.
D) reciprocal alliances.
E) companionship.
Q4) In a relationship,trust increases and wisdom decreases over time.
A)True
B)False
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Chapter 15: Time, Territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Which of the following statements about routing reports is true?
A) A routing report is usually filed monthly and submitted to the manager.
B) Companies usually require route reports even if no overnight travel is involved.
C) Salespeople are seldom asked to specify times and accounts on routing reports.
D) Routing reports allow sales managers to know where salespeople are located.
E) Most companies allow very little latitude for salespeople in routing.
Q2) Break-even volume per hour = Cost per hour/Gross profit percentage
A)True
B)False
Q3) Which of the following statements about using the telephone for territory coverage is most likely TRUE?
A) The telephone is inappropriate for handling complaints.
B) Prospecting over the telephone is ineffective and time consuming.
C) Large accounts should primarily be handled and serviced by telephone.
D) Phone calls can replace some personal visits to geographically distant accounts.
E) Telephone sales have replaced personal selling efforts because of time and cost savings.
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Page 18
Chapter 16: Planning, Staffing, and Training Successful Salespeople
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Sample Questions
Q1) Which of the following is defined as comparing actual performance to planned performance and determining whether corrective action is needed?
A) Training
B) Organizing
C) Performance forecast
D) Directing
E) Evaluating
Q2) Which of the following is the best definition of recruitment?
A) Selecting and compensating candidates for specific job positions
B) Posting advertisements to locate competent job applicants
C) Searching for, finding, and interviewing people for a job
D) Identifying the necessary tools for employee selection
E) Designing assessments to compare job applicants
Q3) Job specifications are formal,written statements describing the nature,requirements,and responsibilities of a specific sales position.
A)True
B)False
Q4) What is the difference between organizational design and organizational structure?
Page 19
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Chapter 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople
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Sample Questions
Q1) Which term refers to special sales programs offering salespeople incentives to achieve short-term sales goals?
A) Fringe benefits
B) Sales contests
C) Performance bonuses
D) Compensation awards
E) Organizational bonuses
Q2) Who should be the primary evaluator of a salesperson's performance? Why?
Q3) Which term refers to the arousal,intensity,direction,and persistence of effort directed toward job tasks over time?
A) Enrichment
B) Direction
C) Motivation
D) Influence
E) Simulative response
Q4) The relationship form of leadership can include activities such as listening,providing clarification,and giving positive feedback.
A)True
B)False
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