CH 1

By encouraging the adoption of innovative products and services, salespeople have a negative impact on society.

False

Which of the following is a key difference between trust-based relationship selling and transaction-focused traditional selling?

In trust-based relationship selling the customer is the primary focus, whereas in transactionfocused traditional selling the salesperson is the primary focus.

Which of the following statements is true of the stimulus response form of personal selling?

Inexperienced salespeople can rely on the stimulus response form of personal selling.

Daniel, a salesperson, was conducting a sales presentation about his company's new range of laptops to a few prospective customers. He explained to them how the laptops used the latest technologies, and how they had the sharpest resolution and an extensive storage capacity. During the presentation, one of the prospects admitted that he was not able to understand the presentation, as he was new at using technology. Daniel altered his message accordingly and adjusted the presentation for everyone to understand. In this scenario, Daniel was involved in _____.

adaptive selling

When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations, they are using _____.

adaptive selling

which of the following statements is true of pioneers?

all pioneers are order-getters

_____ is the first stage in the problem-solving approach to selling.

defining the problem

Mark is a salesperson who works for LiveLife Inc., a pharmaceutical company specializing in developing drugs for fighting cancer. On a typical day at work, he meets several physicians and gives them information about the drugs being developed and manufactured by the company. Thus, he can be called a(n) _____.

detailer

One of the key roles that salespeople play in society is the distribution of knowledge about new technology. In other words, salespeople help with the _____.

diffusion of innovation

_________ refers to the process whereby new products, services, and ideas are distributed to the members of society

diffusion of innovation

. It is necessary for order-takers to use creative selling methods in order to maintain existing business.

false

As a salesperson, Larry is expected to identify customers but is not responsible for generating revenue.

false

Buyers tend to prefer stimulus response selling approaches over need satisfaction selling approaches

false

Customers rarely expect salespeople to be knowledgeable about market opportunities and relevant business trends that may affect the customer's business.

false

In the problem-solving selling approach, competitors' offerings are never included as alternatives in the purchase decision.

false

Juan is a young sales professional. He should feel that he is at a disadvantage because his compensation is tied to his performance.

false

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.

false

When well-informed, specialized salespeople provide useful information to potential customers, these customers do not purchase the new product from a lower-cost outlet.

false

While acting as an agent of innovation, the salesperson invariably encounters openness and acceptance from consumers in the latter stages of the diffusion process.

false

consumers who are likely to be late adopters of an innovation often rely on the salesperson as a primary source of information

false

sales does not meet the criterion of making a significant contribution to society

false

salespeople are concerned only with sales revenue and not with overall profitability

false

A salesperson can deal with the issue of intensified competition in the future by:

focusing more on creating and delivering customer value

. Sylvia, a young college graduate, is looking for a job as a sales professional. She is attracted to this field because it offers her the opportunity to interact with customers from different ethnic groups, and because she is not particularly interested in a traditional office job. This means that she is attracted to the sales job because of the _____ that it offers

job variety

the sales process begins with

locating qualified prospective customers

The two well-known categories of sales support personnel are: _________ and technical support salespeople.

missionary or detail salespeople

Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders?

missionary salespeople

An approach to selling based on the notion that the customer is buying to satisfy a particular need or set of needs is referred to as

need satisfaction selling

Existing business salespeople are in direct contrast to _________.

new business salespeople

Tim is a member of the sales department at FreshOveggie, a gourmet grocery store. One of his major tasks includes sending e-mails to customers, who have taken membership at the store, about the latest discounts and new products on sale every week. Thus, Tim can be considered a(n) _____.

order-taker

Natalie is a college graduate who is seeking a job in business-to-business marketing. She would prefer to interact with her customers on an individual basis rather than directing her communications to mass markets. In this context, Natalie should look for a job in _____.

personal selling

Which of the following forms of marketing involves talking with buyers before, during, and after the sale?

personal selling

Which of the following is the most important part of marketing communications in business-t-business marketing?

personal selling

. _________ are salespeople who are constantly involved with either new products, new customers, or both. Their task requires creative selling and the ability to counter the resistance to change that will likely be present in prospective customers.

pioneers

. Maria is a young salesperson who understands her customers' needs in detail and explains how the products she is selling would help her customers with their issues. She uses the _____ approach to personal selling.

problem solving

. _________ is an extension of need satisfaction selling

problem-solving selling

Which of the following skills is considered a strength for an order-taker

reliability

Salespeople enjoy relatively good job security compared with other professions because they are _________ for a company

revenue producers

The role fulfilled by salespeople that brings in revenue or income to the firm or company is called

revenue producers

Ethan is a young salesperson who has conversations with his customers in an attempt to establish and maintain good relationships with them. His main focus is to gain the confidence of his customers through these conversations so that he can determine their needs and help them fulfill those needs. In this scenario, Ethan is engaging in _____.

sales dialogue

The series of conversations between buyers and sellers that take place over time in an attempt to build relationships is referred to as _____.

sales dialogue

The nonselling activities on which most salespeople spend a majority of their time are essential for the successful execution of the most important part of the salesperson's job, which is known as the _________.

sales process

_____ is a customer-oriented approach that uses truthful, nonmanipulative tactics to satisfy the long-term needs of both the customer and the selling firm.

sales professionalism

Which of the following statements is true of sales as a career?

salespeople can ultimately move to higher management positions

A salesperson who follows the trust-based relationship selling strategy when dealing with his or her customers is expected to be actively involved in:

solving his or her customers' problems

Which of the following five views of personal selling is considered to be the simplest?

stimulus response selling

Gina is a _________ because she assists in the design and specification process, installation of equipment, training of customer's employees, and follow-up technical service.

technical support salesperson

The most important part of a salesperson's job is:

the sales process

. In recent years, marketing and sales personnel have been in strong demand for upper management positions.

true

13. As salespeople serve their customers, they simultaneously serve their employers and society.

true

A new-business salesperson is considered among the elite in any company's salesforce.

true

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.

true

In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by helping to sustain periods of relative prosperity.

true

Independence of action and freedom to make decisions are usually presented as advantages that sales positions have over tightly supervised jobs.

true

New business is generated for the selling firm by adding new customers or introducing new products to the marketplace

true

Personal selling and sales promotion are both forms of marketing communication.

true

The three phases of the sales process are initiating, developing, and enhancing customer relationships.

true

. John is a salesperson who relies heavily on creating sales strategies centered around gaining his customers' trust and confidence and meeting their needs. His main focus is on delivering customer value. In this context, John relies on the _____ form of personal selling.

trust-based relationship selling

Which of the following is most accurate with respect to a buyer's expectations for salespeople?

Buyers expect salespeople to contribute to the success of the buyer's firm.

Susan's customers are always concerned about what they are receiving in exchange for what they are paying. They are concerned about the ways in which Susan is helping them achieve their strategic goals and how she is helping them save money. In this context, Susan's prospects are concerned about _____.

Customer value

Which of the following is true of customer value?

Customer value is always determined by the customer and not the salesperson.

As the evolution of personal selling continues, which of the following is most likely a sales force response to an expected change in future?

More sales specialists will be hired by companies for specific customer types