Chapter 1

The heart of the eight work characteristics for sales success is:

C. Love of selling

Unlike the traditional definition of personal selling, the new definition:

C. stresses the importance of being unselfish in selling

In addition to performance, the salary earned by a sales manager is LEAST related to the:

E. Educational qualifications

Which of the following statements about order-getters is most likely true?

E. they typically earn more money than order-takers

The acronym ABCS represents the tools needed for creating a successful marketing mix. TF

False

A customer contact person performs the same tasks as a salesperson. TF

True

A divisional sales manager has a higher ranking in most firms that a regional sales manager. TF

True

Which of the following statements about small businesses is false?

A. Almost half of all U.S. firms are small businesses

All of the following are benefits of E-selling for salespeople EXCEPT:

A. Developing rapport with new customers

Donna carter goes from house to house in her neighborhood taking orders for pampered chef kitchen products. Donnas face to face sales with consumers are an example of:

A. Direct selling

According to the text, which of the following is an example of a technical skill?

A. Mastering presentation techniques

The acronym SSUCCESS is used in selling to help you remember the eight:

A. most frequently listed characteristics needed to be successful in sales

The person behind the counter at McDonald's who enters your order, takes your money, and hands you your food is a:

A. retail salesperson

People like to buy from people they know and trust, which illustrates the importance of using:

A. the golden rule of selling.

The golden rule of personal selling refers to the sales philosophy of:

A. unselfishly treating others as you would like to be treated

In which of the following industries are you most likely to find a sales engineer being used?

B. Heavy equipment

Which of the following positions appears lower than other positions in the upward sequence of job movements during a sales career?

B. Key account salesperson

According to the text, what is the most difficult trait for a salesperson to develop?

B. Self control

Robert Clarence is a___ for a manufacturer of a restaurant-grade appliances. He does not directly solicit orders. His primary duties involve promotional activities such as introducing and demonstrating new products at trade shows:

B. detail salesperson

What is one of the reasons that people choose sales jobs?

B. high degree of freedom

Which of the following statements about sales success is most likely true?

B. modern salespeople make contributions to the welfare of others through service.

Fred has decided to switch from cable to satellite television. Fred calls DirecTV and speaks with an individual named susan who places the order and collects freds payment information. Susan is most likely an:

B. order taker

Surveys have found that salespeople are rated low on ethics and honesty. What is the most likely reason for such results?

B. people lack trust and confidence in sales personnel

_____ is traditionally defined as the personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs.

B. personal selling

THe basic competencies of selling that are required of top professional salespeople are selling skills and

B. product knowledge

The person who telephoned James last night to ask him if he was interested in adding HBO and Cinemax to his current television cable system would be classified as a:

B. retail salesperson

Which of the following is identified by the text as a conceptual Skill?

B. thinking strategically

___ skill is the cognitive ability to see the selling process as a whole and the relationship among its parts

C. Conceptual

A senior salesperson regularly contacts the larger, more important customers. This function is referred to as a ___sales position

C. Key account

Which term refers to the salesperson's sequential series of actions that lead toward the customer taking a desired actions?

C. Sales process

All of the following are nonfinancial rewards salespeople experience EXCEPT:

C. club memberships

A ____ focuses on performing promotional activities and introducing new products rather than directly soliciting orders:

C. detail salesperson

Since it is essential to build a long-term relationship with buyers, the salesperson's job is to:

C. present necessary information for the buyer to make an educated decision

In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually begins at the level of:

C. sales trainee

In the position of an account representative, an employee is most likely to:

D. call on a large number of already established customers and ask for orders

Which of the following is not one of the four main elements in the customer relationship process used by salespeople to build long-term relationships?

D. evaluating competitors

A salesperson that adheres to the golden rule of personal selling:

D. finds others' interests most important

____is the final step in the selling process

D. follow up and serivce

Arthur, a pharmaceutical sales representative, is liked by his clients and he likes them. He is never critical and unsympathetic of his customers. Arthur most likely has ___ Skills

D. human

Effective territory management most likely requires salespeople to:

D. provide employers with market information

Dwight has recently been promoted to a position as territory manager. Which of the following should Dwight expect to do in his new job?

D. solving customer issues

According to Megatrends 2010 by Patricia Aburdene, the greatest megatrend in the U.S. is:

D. spiritually in business

Peter sells electrical supplies to retailers and home builders. Peter's organization buys the electrical supplies from various manufacturers. Peter is best classified as a:

D. wholesale salesperson

In which of the following situations is the individual NOT actively engaged in selling?

E. Daniel is creating a logo for his home-based Web services company.

According to the text, there are several questions you should ask yourself as you decide whether a career in sales is appropriate for you. which of the following is LEAST relevant to determining whether a career in sales is best for you?

E. How much money do i want to earn?

Kevin contacted his local phone company yesterday and talked to the receptionist about whether or not it is possible to have an internet connections without having local phone service. The receptionist is likely to have put him in touch with a:

E. Sales engineer

Which of the following statements about sales jobs is most likely false?

E. Salespeople spend little or no company funds for entertainment

Which of the following is most likely a characteristic of traditional salespeople?

E. Seeking recognition for their efforts

A sales engineer:

E. Sells products that call for technical know-how

____ Skills refer to the seller's understanding and proficiency in the performance of specific tasks.

E. Technical

Which of the following is not part of the acronym SSUCCESS?

E. cultural sensitivity

The ___ refers to the sales philosophy of unselfishly treating others as you would like to be treated.

E. golden rule of personal selling

Billy Marshall sells blank aluminum cans for soda manufacturers to fill. Billy would be best classified as:

E. industrial products salesperson

Laura sells drawer pulls, hinges, and other decorative metal pieces used in manufacture of furniture. Since the products that she sells to the furniture markers are nontechnical in nature, Laura could be best described as a:

E. industrial products salesperson

Anderson is a used cars salesperson, and he believes in the golden rule of personal selling. He would most likely believe that:

E. positive sales results are to be attributed to other people

As a part of providing service to customers, a professional salesperson would be expected to do all of the following except:

E. provide information to competitors

Which of the following is the logical order of salespeople from high to low levels of self-interest

E. traditional, Professional, Golden Rule

Sean is a salesperson with exceptional coginitive and technical skills and limited human skills. As a result, he most likely excels in all of the following areas except:

E. working patiently with customers

A detail salesperson concentrates on directly soliciting orders TF

False

A retail salesperson sells goods or service to consumers for personal and business use. TF

False

According to recent Gallup surveys, most Americans believe that traditional salespeople are overly interested in the needs of customers. TF

False

According to the typical sales personnel career path, the first managerial level job that a salesperson can expect to earn is that of a regional sales manager. TF

False

Acts such as building rapport, uncovering needs, and designing sales presentation strategies are collectively referred to as prospecting. TF

False

E-selling is limited to sales made through the use of web sites. TF

False

Emotional self-control is difficult for many salespeople to develop because of personal and financial investments in making sales to customers. TF

False

Given that sales jobs offer high nonfinancial rewards than most other areas of corporate america, the compensation of salespeople is typically lower than that of workers in areas like production who are at a comparable level in the organization. TF

False

IN order to build long-term relationships with customers, salespeople need to present adequate information to buyers and apply enough pressure to ensure quick sales. TF

False

Jobs such as inside retail sales and outside delivery are typically performed by order-getters TF

False

Nonfinancial rewards given by the company are referred to as commissions. TF

False

Order-getters ask what the customers want or wait for customers to place and order. TF

False

Sales people do not need increase sales in old accounts if they are generating a sufficient quantity of new customers. TF

False

Salespeople should avoid providing information to their companies or customers about competitors' activties or market opportunities since such actions violate client confidence and are considered unethical. TF

False

Self-control refers to a salesperson's intelligence, product knowledge, and discipline rather than to emotions, passions, and desires. TF

False

The golden Rule of personal selling describes the willingness to plan and execute product, price, distribution, and promotion plans so as to create exchanges that satisfy individual and organizational objectives. TF

False

The sales process refers to the checklist salespeople use to prepare for addressing prospects' objections. TF

False

Unlike traditional and Golden Rule salespeople, professional salespeople have a tendency to attribute sales success to others rather than to their own actions.

False

A salesperson's conceptual skills allow the salesperson to see the selling process as a whole and the relationship among its parts. TF

True

A wholesale salesperson would sell athletic shoes to a sporting goods store which in turn would resell to individual customers. TF

True

An outside salesperson operate with less direct supervision compared to other employees in an organizaiton. TF

True

As a salesperson's self-interest decreases, a salesperson's interest in providing customer service is more likely to increase. TF

True

Conceptual skills are especially important for the creative-order getters. TF

True

Direct sellers sell face-to-face to consumers who use the products for their personal use. TF

True

Financial rewards for professional salespeople are commonly solely based on performance. TF

True

Golden rule salespeople tend to believe that money is to be shared and that customer service is a top priority. TF

True

Personal selling refers to the personal communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individuals needs. TF

True

The final step in the selling process is customer follow-up. TF

True

The role of a service salesperson is selling the benefits of intangible products such as financial services. TF

True

Top salespeople speak the other person's language, both in verbal and nonverbal communication

True

An employee at a fast-food restaurant who asks the manager for a raise is engaged in the selling process. TF

Ture

Selling and marketing are interchangeable terms for the same business activity. TF

false