Professional Selling Ch. 3

In the context of types of buyers, the ________ consists of firms, institutions, and governments

Business market

______ are teams of individuals in organizations that incorporate the expertise and multiple buying influences of people from different departments throughout the organization

Buying teams

Due to the increased interdependence between buyers and sellers and the mutual desire to reduce risk of the unknown:​ A. The emphasis on developing short-term buyer-seller relationships has increased B. Buyers do not expect higher levels of service from sellers C. Buyer-seller interactions have increased and the service expectations of buyers has risen D. The interdependence of buyers and sellers has reduced E. Buyers and sellers are discarding supply chain management

C

Identify one of the strategies used to plan, create, and deliver an effective presentation A. Avoid modifying the product offering being proposed as per buyer's needs B. Avoid altering the buyer's beliefs about the proposed offerings when the buyer underestimates the product C. Avoid giving equal importance to all the attributes irrespective of their importance weights D. Avoid calling attention to neglected attributes E. Avoid altering the buyer's beliefs about the competitor's offerings when the buyer overestimates the competitor's product

C

In the context of communication styles, _______ are low on responsiveness but high on assertiveness A. Analytics B. Coequals C. Drivers D. Amiables E. Expressives

C

Jamie is a salesperson making a sales proposal to a potential customer. During the presentation, she learns that some of the attributes of her product offering will not be able to maximize the buyer's evaluation score when compared to a competitor's offering. Which the following is probably the best strategy for Jamie to follow?​ A. She should avoid calling attention to neglected attributes B. She should end her presentation without disclosing her product's weaknesses C. She should attempt to explain to the buyer that the characteristics on which her product scores low are not really important D. She should modify the price to one that is more suited to the current product offering even if her company incurs a loss E. She should exaggerate a little to improve her score

C

A business buyer's purchase ends with: A. Performance feedback and evaluation B. Selection of an order routine C. Determination of the characteristics of the item needed D. Recognition of a problem or need E. Acquisition and analysis of proposals

A

Allied Co., a technological firm, requires new data servers. Based on the specifications provided by its engineers, Allied Co. has acquired tenders—from several different companies—for the required number of servers. Now, the company should begin:​ A. Evaluating proposals from server providers B. Acquiring proposals from server manufacturers C. Purchasing new machines D. Evaluating performance of the new servers compared to the old ones E. Searching for server manufacturers

A

Due to a high usage of information technology in the buying process:​ A. Some of the power has shifted to buyers, who can accompany more bidders B. Buyers have difficulty in accessing information on vendors C. The postpurchase services, provided by sellers, are reduced D. The landscape of the buying process has become less competitive E. The overall cycle times of the buying process are increased

A

If a buyer is evaluating a sales offering on its eagerness to satisfy, the buyer is assessing the sales offering on the basis of a _____.​ A. Psychological attribute B. Situational attribute C. Knowledge attribute D. Functional attribute E. Must-have attribute

A

In response to the increasing demand for electronic gadgets with advanced capabilities, Ziff Corp., and electronic gadget manufacturer, has increased its inventories and plant capacity in order to meet the demand. This increase in inventories and plant capacity due to an increase in demand for electronic gadgets can be best explained by _______ A. The acceleration principle B. The demand principle C. Hubble's principle D. Heisenberg's principle E. The alchemist principle

A

Jennifer just moved to a job as a retail salesperson in the same company where she was previously working as a business-to-business salesperson. Which of the following changes can she expect?​ A. She will have to work with a higher number of customers B. She will have to work with a larger size of customers C. She will not have to worry about the buying influences of her customers D. She will have to work in a high demand fluctuation market E. She will not have to know as much about her company's products

A

The overall cycle time in the buying process has been reduced due to: A. Increased usage of information technology B. Increased shipping times C. Reduced usage of supply chain management D. Reduction in postpurchase services E. Maximization of mistakes in the process

A

The overall evaluation scores of a staple pin as per ease of application, strength, durability, reliability, and shelf-life in storage are 85, 65, 78,75, and 62, respectively. The importance of which of the following attributes is most likely to be deemphasized by a salesperson selling the staple pin? A. Shelf-life in storage B. Durability C. Reliability D. Ease of application E. Strength

A

________ refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing thoughts and actions of others

Assertiveness

Allen and Spade, a firearms manufacturer, has received a new order for customized hand guns. The company understands that the production of this order will require a new set of machinery. With the help of its engineers, the company has figured out the specifications of the machinery required. Now, the company should begin:​ A. Evaluating the performance of the new machines compared to the old ones B. Searching for machine manufacturers C. Evaluating proposals from machinery providers D. Acquiring proposals from machine manufacturers E. Purchasing new machines

B

In order to be successful in the business market, where buyers are trained to identify suppliers as part of their jobs, salespeople: A. Need not think of the buyers as purchasing agents B. Need to possess increased levels of knowledge and expertise C. Need not be thoroughly informed about their products D. Need to adopt a very casual approach to selling E. Need not provide a detailed assortment of applications for their products

B

In the context of types of buyers, which of the following statements is true? A. Unlike in business markets, the demand for goods is highly volatile in consumer markets B. Business buyers tend to be smaller in number than consumer buyers C. Business markets and consumer markets are unrelated to each other D. Business buyers tend to be smaller in size than consumer buyers E. Unlike business buyers, consumer buyers are trained as purchasing agents

B

James has never had a motorcycle before but is planning to purchase one to replace his old bicycle. James is set to make a __________ purchasing decision. A. Strategic task B. New task C. Functional task D. Modified task E. Straight task

B

Jason was all set to go home after his day of work. As soon as he stepped out of the office building, it started to rain. Jason wished he had an umbrella, as he walks to and from work, and now he cannot get home without getting drenched in rain. Jason's need of an umbrella is a _____.​ A. Social need B. Situational need C. Psychological need D. Knowledge need E. Functional need

B

Jason, a salesperson for Green Tools, proposed a sale of solar panels to Timothy Energy Solutions. Timothy Energy Solutions was not willing to get into business with Green Tools, however, because its manager believed that their solar panels were inferior to the ones supplied by Timothy Energy Solutions' conventional suppliers. Jason presented the findings of a certified research body that compared the various solar panels that are offered by different companies. It was evident from the findings that Green Tools' solar panels were superior to those of other companies. This eventually led Timothy Energy Solutions to buy solar panels from Green Tools. Which of the following strategies was used by Jason to procure the business?​ A. Electronic data interchange B. Competitive depositioning C. Continued affirmation D. Importance weights alteration E. Two-Factor evaluation

B

Low-assertive individuals tend to: A. Control situations B. Be deliberate in their communication C. Take confrontational positions D. Be opinionated E. Be fast-paced

B

Powell Motors is interested in purchasing new air filters for its automobiles. To select a supplier, the company is to consider two characteristics: reliability and durability. The purchase decision lies on the performance score and importance weight of each characteristic. The performance score with respect to reliability of supplier 1, supplier 2, supplier 3, supplier 4, and supplier 5 are 10, 9, 8, 6, and 7, respectively. The performance score with respect to durability of supplier 1, supplier 2, supplier 3, supplier 4, and supplier 5 are 5, 7, 8, 8, and 6, respectively. The company, however, scores the importance weight of reliability as 9 against the score of 8 for durability. According to the multiattribute model, Powell Motors should select _____. A. Supplier 3 B. Supplier 2 C. Supplier 1 D. Supplier 4 E. Supplier 5

B

Suppliers have more time to devote to postsale services because: A. The shipping times of the products have increased over time B. Information technology is being used widely in the buying process C. The overall cycle time has increased D. The mistakes in the buying process are maximized E. Supply chain management is no longer a concern in the buying process

B

Which of the following is a difference between functional needs and psychological needs? A. Unlike functional needs, psychological need are a result of conditions related to the specific environment, time, and place B. Unlike functional needs, psychological needs reflect the desire for feelings of assurance and risk reduction C. Unlike functional needs, psychological needs represent the need for a specific core task to be performed D. Unlike psychological needs, functional needs represent the desire for personal development, information, and knowledge E. Unlike psychological needs, functional needs are the need for acceptance from and association with others

B

Which of the following is an impact of information technology on the buying process? A. Order times are increased B. Shipping times are reduced C. Postsale services are reduced D. Mistakes are maximized E. Overall cycle times are increased

B

Which of the following is a difference between situational needs and social needs? A. Unlike social needs, situational needs are the need for acceptance from an association with others B. Unlike situational needs, social needs represent the need for a specific core task to be performed C. Unlike social needs, situational needs are a result of conditions related to the specific environment, time and place D. Unlike social needs, situational needs represent the desire for personal development, information, and knowledge E. Unlike situational needs, social needs reflect the desire for feelings of assurance and risk reduction

C

Which of the following strategies leads to an effective sales presentation? A. Retaining the product offering being proposed even if it is different from buyer's needs B. Giving equal importance to all the attributes irrespective of their importance weights C. Altering the buyer's beliefs about the proposed offerings when the buyer underestimates the product D. Avoid calling attention to neglected attributes E. Refraining from altering the buyer's beliefs about the competitor's offerings even when the buyer overestimates the competitor's product

C

A salesperson engaged in _______ provides information to evidence a more accurate and less favorable picture of a competitor's attributes

Competitive depositioning

One distinguishing characteristics of business markets is that there is a smaller number of larger buyers that account for most of the purchases. This distinguishing characteristic is called ________

Concentrated demand

Data collected on customer demographics, sales and customer service histories, and marketing preferences and customer feedback can be easily accumulated through a _______ system and used to better understand customers and provide customized offerings to best serve their needs

Customer relationship management (CRM)

Chindanel Hotels, a chain of luxury hotels, wants to install new security systems in all of its franchises. Based on the specifications provided by Chindanel, a few companies have submitted tenders to acquire the contract. Chindanel Hotels has shortlisted one company and has decided to give the contract to it. Now, Chindanel Hotels should begin:​ A. Acquiring proposals from security system manufacturers B. Identifying the faults in the existing security system C. Evaluating performance of the new security systems compared to the old ones D. Selecting an order routine of the security systems E. Evaluating proposals from security system manufacturers

D

If a buyer is evaluating a sales offering on its ability to meet standards, the buyer is assessing the sales offering on the basis of a _____.​ A. Situational attribute B. Knowledge attribute C. Delighter attribute D. Must-have attribute E. Psychological attribute

D

If a buyer mistakenly believes that a competitor's offering has higher level attributes or qualities than it actually does, the salesperson should attempt to: A. Reassure the buyer that his or her product is at par with the competitor's offerings B. Refrain from modifying the proposed offering just to suit the buyer's needs C. Avoid calling attention to neglected attributes D. Alter the buyer's beliefs about the competitor's offering by providing accurate information E. Alter the importance weights of the buyer's offering

D

In the context of buying teams, which of the following is a role of influencers? A. To determine which product or service will be purchased B. To negotiate final terms of purchase with suppliers C. To point out the need for a product and thus initiate the search D. To provide inputs and assessments of different product offerings E. To facilitate the exchange of information between a salesperson

D

Sarah recently bought a bicycle. After a few days of cycling, she realized that she needs a basket attached to the bicycle in which she could keep her bag and other articles while cycling. Sarah's need of a basket is a ______ A. Social need B. Situational need C. Knowledge need D. Functional need E. Psychological need

D

Straight rebuy decisions occur when: A. Ordering is manual B. The products being purchased are unconventional C. The sources of purchase are different D. Needs have been predetermined E. There is a short-term purchase agreement

D

While selling to drivers, salespeople should adopt a _____ type of communication style. A. Relationship-oriented and fast-paced B. Relationship-oriented and less assertive C. Task-oriented and slow-paced D. Task-oriented and fast paced E. Relationship-oriented and highly responsive

D

The ultimate responsibility for determining which product or service will be purchased rests with the role of _______

Deciders

Due to an increase in the usage of information technology in the buying process: A. postsale services are reduced B. Order times are increased C. Overall cycle times are increased D. Shipping times are increased E. Mistakes are minimized

E

In the context of buying teams, which of the following is a role of gatekeepers? A. To point out the need for a product and thus initiate the search B. To provide inputs and assessments of different product offerings C. To determine which product or service will be purchased D. To negotiate final terms of purchase with suppliers E. To facilitate the exchange of information between a salesperson and a buying team

E

In the context of types of business markets, which of the following statements is true?​ A. Business buyers tend to be larger in number than consumer buyers B. Unlike business buyers, consumer market buyers are trained as purchasing agents C. Business markets and consumer market buyers are trained as purchasing agents D. Business buyers tend to be smaller in size than consumer buyers E. The demand for goods and services in the business market is more volatile than that of the consumer market

E

Reductions in the size of the customer base and increased usage of supply chain management have led to:​ A. Decreased levels of buyer-seller interaction B. Lower levels of service expectations by buyers C. Poor risk management D. Development of short-term buyer-seller relationships E. Buyers and sellers being more interdependent

E

The business market includes: A. People who purchase goods and services for their own use or consumption B. People whose purchase decisions are highly influenced by peer group behavior C. People whose purchase decisions are highly influenced by personal taste D. People whose purchase decisions are highly influenced by aesthetics E. People who acquire goods and services to use as inputs into their own manufacturing operations

E

The most common categorization of buyers splits them into which of the following two groups? A. Government market and intermediaries B. Consumer market and end user market C. Government market and business market D. Business market and intermediaries E. Consumer market and business market

E

When the consumer demand for vehicle tires increases, the demand for rubber also goes up. This increased demand for rubber due to the increase in demand for tires shows the effect of _____ on business markets A. Autonomous demand B. Acceleration demand C. Concentrated demand D. Direct demand E. Derived demand

E

While selling to amiables, salespeople should adopt a _____ type of communication style.​ A. Relationship-oriented and fast-paced B. Task-oriented and less responsive C. Task-oriented and slow-paced D. Task-oriented and highly assertive E. Relationship-oriented and slow-paced

E

The final phase in the buying process is the _______

Evaluation of performance and feedback

T/F An individual buying office supplies for an organization is operating in the consumer market

False

T/F Business to business e-commerce is rapidly growing. Nearly all the current growth has been in electronic data interchange over private networks

False

T/F Conformance to specifications is an example of a psychological attribute

False

T/F If buyers mistakenly believe that a competitor's offering has higher level attributes or qualities than it actually does, salespeople should avoid using competitive depositioning

False

T/F In modified rebuy decisions, the buyer has no past experience in purchasing a product

False

T/F Increased interdependence and desire to reduce risk of the unknown has led to an emphasis on developing short-term buyer-seller relationships

False

T/F The first step in applying the multi attribute model is to assess the relative importance of each characteristic specified by suppliers

False

T/F The increased interdependence between buyer and seller organizations has led to a decline in the knowledge and expertise of salespeople

False

T/F The multi attribute model for evaluating solution alternatives is rarely used by business organizations because it involves complex math

False

T/F The multi attribute model for evaluating solution alternatives utilizes exponential moving averages

False

In the context of the buying process, a _______ refers to the perceived difference between a buyer's desired and actual state of being

Needs gap

In the context of purchasing decisions, a(n) _______ requires an extensive information search

New task decision

In the context of purchasing decisions, the financial risk associated with a purchase is higher in _______

New task decisions

________ are forms developed by firms and distributed to qualified potential suppliers that help suppliers develop and submit proposals to provide products as specified by a firm

Requests for proposal (RFP)

In the context of purchasing decisions, a person purchasing daily groceries from a shopping mart is engaged in a(n) _______

Straight rebuy decision

In the context of purchasing decisions, a(n) _______ encounters the lowest number of buying influences

Straight rebuy decision

In the context of purchasing decisions, the newness of a problem or need is lowest in _______

Straight rebuy decisions

T/F Buyers who are less responsive are mostly task-oriented

True

T/F In buying teams, users often serve as initiators and influencers

True

T/F Knowledge needs represent the desire for personal development, information, and knowledge to increase thought and understanding as to how and why things happen

True

T/F The overall evaluation scores of a turbine blade as per ease of application, maximum speed attaining time, durability, reliability, and shelf-life in storage are 81, 83, 85, 72, and 63 respectively. In a sales presentation, a salesperson should emphasize the durability of the turbine blade

True

T/F When a buyer's desired sate and the actual state are at the same level, the buyer is not motivated to make a purchase

True

_______ is a post purchase evaluation process buyers use that evaluates a product purchase using functional and psychological attributes

Two-factor model of evaluation