MKT 360-Chapter 1
According to a Gallup poll, what do people assume is the priority of traditional salespeople? A) Self-interests B) Legal duties C) Recognition D) Personal pride E) Customer satisfaction
A) Self-interests
Donna Carter goes from house-to-house in her neighborhood taking orders for Pampered Chef kitchen products. Donna's face-to-face sales with consumers are an example of: A) direct selling. B) wholesale selling. C) account representation. D) detail selling. E) sales engineering.
A) direct selling.
The acronym ABCS refers to the four: A) main elements of the customer relationship process. B) types of nonfinancial rewards salespeople desire. C) steps in the sales process. D) personality characteristics of sales managers. E) stages in the typical sales career path.
A) main elements of the customer relationship process.
Relationship selling: A) builds social responsibility. B) eliminates cognitive dissonance. C) is another term for reciprocal selling arrangements. D) creates customer loyalty. E) only occurs with transaction selling.
D) creates customer loyalty.
The ________ is a business philosophy that says the customers' want-satisfaction is the economic and social justification for a firm's existence. A) Six Sigma concept B) TQM concept C) scientific approach to business D) marketing concept E) sales heuristic
D) marketing concept
Insurance products, gym memberships, and cruise vacations would be sold by: A) detail salespeople. B) account representatives. C) sales engineers. D) service salespeople. E) industrial products salespeople.
D) service salespeople.
Salespeople who are order-________ obtain new and repeat business using creative sales strategies and well-executed sales presentations. A) collectors B) takers C) capturers D) detailers E) getters
E) getters
A salesperson who adheres to the Core Principles of Professional Selling: A) is primarily motivated by money. B) is ego-driven. C) does what he/she is legally required to do. D) enjoys personal recognition. E) attributes his/her success to others.
E) attributes his/her success to others.
Which of the following does NOT create sales through presentations and probably never attempts to close a sale? A) Account representative B) Detail salesperson C) Sales engineer D) Order-taker E) Industrial products salesperson
D) Order-taker
________ rewards are generated by the individual, not given by the company. A) Financial B) Extrinsic C) Quantitative D) Psychological E) Physiological
D) Psychological
Identify the correct statement about the importance of salespeople and selling. A) Salespeople are responsible for the success of new products, but have little to do with keeping existing products in the marketplace. B) Salespeople are responsible for keeping existing products in the marketplace, but have little to do with the success of new products. C) Only the medical profession generates more revenue in our economy than the selling profession. D) Salespeople have a direct impact on the opening of new businesses and whether that business is successful. E) Only the legal profession generates more revenue in our economy than the selling profession.
D) Salespeople have a direct impact on the opening of new businesses and whether that business is successful.
All of the following fall under the term "product" in the marketing mix EXCEPT: A) brand name. B) services. C) inventory. D) returns. E) image.
C) inventory.
Usually, the first sales management position to which a salesperson is promoted is: A) senior salesperson. B) district sales manager. C) key accounts sales manager. D) regional sales manager. E) divisional sales manager.
C) key accounts sales manager.
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 one of the following is LEAST relevant to determining whether a career in sales is best for you? A) How much freedom do I want in a job? B) Do I have the personality characteristics for the job? C) Am I willing to transfer to another city? D) Do I mind traveling for work? E) How much money do I want to earn?
E) How much money do I want to earn?
Promotional allowances are an element of this marketing mix component. A) Product B) Place C) Promotion D) Distribution E) Price
E) Price
The approach step in the customer relationship selling process involves: A) locating and qualifying prospects. B) developing a customer profile and customer benefit program. C) relating product benefits to needs using demonstrations. D) asking prospect's opinions during and after a presentation. E) building rapport with a sales prospect.
E) building rapport with a sales prospect.
Another name for a salesperson is a(n): A) transaction manager. B) exchange coordinator. C) counter trader. D) stakeholder supervisor. E) customer contact person.
E) customer contact person.
James sells blank aluminum cans for soda manufacturers to fill and label. James would be classified as a(n): A) detail salesperson. B) account representative. C) sales engineer. D) direct salesperson. E) industrial products salesperson.
E) industrial products salesperson.
Effective territory management would LEAST likely involve: A) creating new customers. B) planning activities that increase sales. C) suggesting business opportunities to customers. D) handling customer complaints. E) interviewing customer employees.
E) interviewing customer employees.
As a part of providing service to customers, a salesperson would be expected to do all of the following EXCEPT: A) return damaged merchandise. B) handle customer complaints. C) develop promotional ideas. D) suggest business opportunities. E) provide information to competitors.
E) provide information to competitors.
Tyrone is a salesperson for a pet product company, and his territory includes Vermont and New Hampshire. Tyrone's job activities most likely include all of the following EXCEPT: A) providing solutions to customer's problems. B) providing samples for customer distribution. C) suggesting how to promote products. D) arranging in-store demonstrations. E) reselling products to wholesalers.
E) reselling products to wholesalers.
Which of the following is most likely characteristic of traditional salespeople? A) building long-term relationships with customers B) making legal and ethical decisions C) focusing exclusively on customer service D) finding others' interests more important than their own E) seeking recognition for their efforts
E) seeking recognition for their efforts
Susan is a door-to-door insurance policy salesperson. She is a(n): A) detail salesperson. B) sales engineer. C) account representative. D) industrial products salesperson. E) service salesperson.
E) service salesperson.
A salesperson for aquarium equipment walks into the office of a prospect unannounced. He then engages in a small talk with the prospect. According to the text, this is an example of: A) poor planning. B) wasting time. C) professional conduct. D) pushiness. E) limited optimism.
B) wasting time.
Which element of the marketing mix is being discussed when the salesperson participates in a trade show? A) Pricing B) Distribution C) Direct sales D) Product E) Promotion
E) Promotion
A career in sales management begins with the position of: A) sales trainee. B) salesperson. C) sales representative. D) key account salesperson. E) assistant sales representative.
A) sales trainee.
When Nicole performs the functions of planning, organizing, and executing activities that increase sales and profits in her territory, she is engaged in: A) territory management. B) operating. C) sales management. D) marketing. E) time management.
A) territory management.
In which of the following industries are you most likely to find a sales engineer? A) Apparel B) Heavy equipment C) Pharmaceuticals D) Pet supplies E) Food
B) Heavy equipment
According to the text, what is the most difficult trait for a salesperson to develop? A) Kindness B) Self-control C) Patience D) Caution E) Fairness
B) Self-control
Which of the following is identified by the text as an example of a conceptual skill? A) Analytical ability B) Strategic thinking C) Ability to use selling tools D) Mastery of selling techniques E) Working through other people
B) Strategic thinking
When Roger asks a prospect for his opinion about the copy machine he is selling, he is engaging in ________, a step in the selling process. A) prospecting B) trial close C) presentation D) follow-up and service E) preapproach
B) trial close
Ted works for T & J Textiles and spends his day visiting the firm's established retail customers to see how much fabric they need to order. Which type of manufacturer's sales representative best describes Ted? A) Detail salesperson B) Sales engineer C) Account representative D) Direct seller E) Service salesperson
C) Account representative
Which of the following statements about products, goods, and services is true? A) Products and goods are synonymous terms B) Services and products are tangibles C) Goods and products are tangibles D) Salespeople do not sell services E) Goods and services are tangibles
C) Goods and products are tangibles
________ skills refer to the seller's ability to work with and through other people. A) Conceptual B) Empathy C) Human D) Personal E) Strategic
C) Human
Which of the following terms describes a bundle of tangible and intangible attributes, including packaging, color, brand and even the reputation of the seller? A) Price B) Good C) Product D) Service E) Distribution
C) Product
According to the text, the core principles of professional selling: A) relates to transactional marketing. B) excludes e-selling. C) includes the word "unselfishly." D) excludes telemarketing activities. E) substitutes the word "relationship marketing" for "personal selling."
C) includes the word "unselfishly."
The wholesale nursery salesperson has just satisfactorily answered an objection voiced by her prospect. What is the next selling step for her? A) Approach B) Presentation C) Trial close D) Close E) Prospecting
D) Close
According to the ________, salespeople should unselfishly treat others as they would like to be treated. A) Pareto Principle of Selling B) Principle of Reciprocity C) Fairplay Rule of Selling D) Core Principles of Professional Selling E) Equity Theory of Selling
D) Core Principles of Professional Selling
Sales jobs are classified according to the type of product sold and: A) how the salesperson is compensated. B) the type of customers the salesperson calls on. C) jobs performed by the salesperson. D) the salesperson's type of employer. E) territory size.
D) the salesperson's type of employer.
In which of the following situations is the individual not actively engaged in selling? A) Steve is trying to convince his professor that he deserves an "A." B) Brendan is persuading Meryl to loan him $10 so he can order a pizza. C) Chad is trying to convince his biology lab partner to sketch the internal organs of the frog they dissected in lab. D) Anna is trying to persuade her husband to attend her family reunion. E) Daniel is creating a logo for his home-based Web services company.
E) Daniel is creating a logo for his home-based Web services company.
Locating a potential buyer is part of which step of the selling process? A) Preapproach B) Trial close C) Meeting objections D) Follow-up and service E) Prospecting
E) Prospecting
Which of the following is identified by the text as an example of a human skill? A) Analytical ability B) Strategic thinking C) Knowing where his/her product fits into the customer's business D) Mastery of selling techniques E) Working through other people
E) Working through other people
Joseph is a salesperson for a wholesale meat company. It would NOT be part of his job to sell meat to: A) a final consumer. B) the United States government. C) a restaurant like McDonald's. D) an assisted-living facility that is hosting a family cookout. E) a hospital cafeteria.
A) a final consumer.
All of the following are benefits of technology for salespeople EXCEPT: A) developing goodwill with new customers. B) increasing the speed for qualifying leads. C) reducing paperwork. D) reporting new sales to the company. E) servicing customers after the sale.
A) developing goodwill with new customers.
Which of the following statements about sales success is most likely true? A) For success in sales, it is more important to speak well than to listen well. B) The successful salesperson is an individual who loves selling, finds it exciting, and is strongly convinced that the product being sold offers something of great value. C) A successful salesperson does not need to think strategically because that is the job of the sales manager. D) Successful salespeople often can avoid providing service to customers if they present a "nice guy" image. E) Stamina is not necessary for sales success.
B) The successful salesperson is an individual who loves selling, finds it exciting, and is strongly convinced that the product being sold offers something of great value.
Nancy Henderson is a salesperson for a manufacturer of small kitchen appliances. She does not directly solicit orders. Her primary duties involve promotional activities and introducing new products to her employer's indirect customers. She spends much of her time demonstrating appliances at various retail stores. Nancy would be classified as a(n): A) retail salesperson. B) detail salesperson. C) sales engineer. D) service salesperson. E) account representative.
B) detail salesperson.
Which term refers to the salesperson's sequential series of actions that lead toward the customer taking a desired action? A) Talent management B) Marketing mix C) Sales process D) Sales presentation E) Marketing process
C) Sales process
When a salesperson is developing a personal, friendly, businesslike relationship with everyone who may influence a buying decision, he/she is: A) providing service to customers. B) helping customers use products after purchase. C) building goodwill with customers. D) helping customers resell products to their customers. E) providing his/her company with market information.
C) building goodwill with customers.
Sales jobs differ from other jobs because sales jobs require: A) no basic or intermediate computer skills. B) limited human relation skills and interpersonal skills. C) more physical stamina and mental toughness than most other types of jobs. D) a sense of reciprocity by responding to a positive action with another positive action. E) less creativity involving the discovery of new ideas.
C) more physical stamina and mental toughness than most other types of jobs.
Eugene is a salesperson for APM Industries. He sells machines for molding plastic furniture. APM has developed a machine that is 50 percent smaller than what is currently on the market and costs 25 percent more. It is Eugene's job to show potential customers how the new machine will save them money in the long run. He must be able to address each customer's needs with technical know-how and an ability to communicate his knowledge. Ephraim is an example of a(n): A) retail salesperson. B) detail salesperson. C) sales engineer. D) service salesperson. E) account representative.
C) sales engineer.
According to the Core Principles of Professional Selling, an effective salesperson: A) has the Midas touch. B) owes greater allegiance to his/her employer than to customers. C) unselfishly treats others as they would like to be treated. D) can use manipulation if needed to make the sale. E) creates customer loyalty through discipline, persistence and optimism.
C) unselfishly treats others as they would like to be treated.
Which of the following falls within the definition of "place"? A) Promotional allowances B) Returns C) Image D) Inventory E) Customer service
D) Inventory
The modern concept of professional selling is best defined as the: A) personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs. B) mass communication of information to persuade a prospective customer to buy something which satisfies that individual's needs. C) process during which someone is persuaded to buy something which they may not want or need. D) the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value. E) sales made only to individuals in ways that benefit the organization and its stakeholders.
D) the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.
Order-getters: A) do not use a sales strategy. B) never truly create sales. C) rely on customer recommendations. D) often do not attempt to close a sale. E) are useful for selling tangible goods in highly competitive industries.
E) are useful for selling tangible goods in highly competitive industries.
________ is the cognitive ability to see the selling process as a whole and the relationship among its parts. A) Conceptual skill B) Human skill C) Technical skill D) Strategic skill E) Empathy skill
A) Conceptual skill
Which of the following falls in the category, "place" in the marketing mix? A) Wholesalers B) Brand name C) Promotional allowances D) Trade shows E) Features
A) Wholesalers
Which of the following statements about small businesses is false? A) Almost half of all U.S. firms are small businesses. B) Small firms are a vital component of the U.S. economy. C) Small businesses can be both incorporated and unincorporated. D) Most large firms began as small businesses. E) Many small businesses struggle to compete with large firms.
A) Almost half of all U.S. firms are small businesses.
Which of the following is identified by the text as an example of a technical skill? A) Analytical ability B) Strategic thinking C) Knowing where his or her product fits into the customer's business D) Planning abilities E) Working through other people
A) Analytical ability
________ is the most important personal characteristic needed to be a successful salesperson. A) Caring for customers B) Knowledge C) Patience D) Persistence E) Extroversion
A) Caring for customers
Which of the following is one of the "seven deadly sins of business selling"? A) Over planning B) Unlimited optimism C) Timidity D) Thoroughness after the sale E) Strong product knowledge
B) Unlimited optimism
According to the text, a(n) ________ test can be a useful tool for determining if a career in sales is appropriate for you. A) IQ B) job aptitude C) cognitive abilities D) manual dexterity E) physical strength
B) job aptitude
When Adrian sold a computer network to a Fortune 500 company, he often called on the company's purchasing department to see if employees were satisfied with the network and to see if the company had any need for an upgrade or additional software. This is an example of: A) transformational selling. B) customer maintenance. C) relationship selling. D) transaction selling. E) proactive marketing.
C) relationship selling.
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.
C) speaks well of others, including the competition.
Stan works for a garment machinery manufacturing company. He usually makes sales calls with the distributor's salespeople to aid them in selling and help any of the distributor's customers. This is an example of a territory manager salesperson: A) helping customers resell products. B) tracking customer complaints. C) modifying product usage. D) providing service to customers. E) redesigning product distribution.
D) providing service to customers.
In large firms like Xerox, 3M, and General Electric, a salesperson's career path usually begins at the level of: A) salesperson. B) sales representative. C) key account salesperson. D) sales trainee. E) assistant sales representative.
D) sales trainee.
Sean is a salesperson with exceptional cognitive and technical skills and limited human skills. As a result he excels in all of the following areas EXCEPT: A) creating organized sales presentations. B) solving product problems and issues. C) knowing how a product fits into a customer's business. D) using creative techniques for selling products. E) working patiently with customers.
E) working patiently with customers.
Conceptual skills: A) allow the seller to think strategically. B) are the seller's ability to work with and through other people. C) include mastery of the methods, techniques, and equipment involved in selling. D) are demonstrated in the way salespeople relate to other people. E) include the competent use of techniques to solve problems in a specific discipline.
A) allow the seller to think strategically.
Thomas works for a breakfast cereal manufacturing company. His main job is to convince grocery wholesalers to distribute their 10 varieties of cereal. He also develops promotional programs to help retailers sell the firm's products. This is an example of a territory manager salesperson: A) helping customers resell products to customers. B) helping customers use products after purchase. C) building trust and goodwill with customers. D) providing the company with market information. E) providing solutions to customer's problems.
A) helping customers resell products to customers.
A salesperson who follows the Core Principles of Professional Selling is a(n) ________ individual who can be trusted by customers. A) morally ethical B) profiteering C) patient D) experienced E) arbitrary
A) morally ethical
The acronym success is used in selling to help you remember the seven: A) most frequently listed skills needed to be successful in sales. B) steps required to create a customer profile. C) mental stages of the customer purchasing process. D) types of knowledge a salesperson needs to succeed. E) steps to creating a successful sales presentation.
A) most frequently listed skills needed to be successful in sales.
The person behind the counter at the movie theater who asks you what movie you wish to see, takes your money, and hands you your ticket would be classified as a(n): A) retail salesperson. B) sales engineer. C) order-getter. D) service salesperson. E) account representative.
A) retail salesperson.
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.
C) club memberships.
________ refers to the holistic business system required to effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value. A) integrated marketing communications B) dyadic communications C) professional selling D) transactional marketing E) relationship marketing
C) professional selling
Once a customer buys a central air-conditioning system, technical specialists help the buyer learn how to operate the equipment. This is an example of a territory manager salesperson: A) helping customers resell products. B) creating new customers. C) providing service to customers. D) helping customers use products after purchase. E) providing solutions to customer's problems.
D) helping customers use products after purchase.
Brian Simpson has recently joined Martin Industries as a salesperson. The company manufactures lithography equipment purchased by computer chip manufacturers. Brian can be classified as a(n): A) detail salesperson. B) direct seller. C) account representative. D) industrial products salesperson. E) service salesperson.
D) industrial products salesperson.
Effective territory management most likely requires salespeople to: A) engage in strategic management opportunities. B) build integrated marketing communications systems. C) avoid nonselling activities due to cost overruns. D) provide their employers with market information. E) sell exclusively to their overseas, corporate clients.
D) provide their employers with market information.
Marcus Dominic sells automotive components. He usually avoids purchasing agents and visits departments in companies to obtain orders without authorization from the agent. According to the text, this is an example of: A) poor planning. B) aggressive selling. C) limited optimism. D) pushiness. E) wasting the prospects time.
D) pushiness.
Which of the following statements about sales jobs is most likely false? A) Sales jobs require salespeople to exhibit more tact than other professions do. B) Many salespeople work with little or no supervision. C) Many sales jobs require considerable traveling and time spent away from family. D) Salespeople represent their companies to the outside world. E) Salespeople spend little or no company funds for entertainment.
E) Salespeople spend little or no company funds for entertainment.
________ skills refer to the seller's understanding and proficiency in the performance of specific tasks. A) Conceptual B) E-selling C) Automated D) Nonhuman E) Technical
E) Technical
Which of the following statements about order-getters is true? A) They do not use a sales strategy. B) They never truly create sales. C) They avoid creative sales presentations. D) They often do not attempt to close a sale. E) They typically earn more money than order-takers.
E) They typically earn more money than order-takers.
Order-takers: A) use creative sales strategies. B) have an infinitely more difficult selling situation than order-getters. C) usually earn much more than order-getters. D) rely on well-executed sales presentations. E) do not have a sales strategy and often do not use sales presentations.
E) do not have a sales strategy and often do not use sales presentations.
According to the text, the traditional definition of selling includes all of the following components EXCEPT: A) providing customers with information. B) communication between buyer and seller. C) providing after-the-sale service. D) persuading a prospective customer to buy. E) explaining how to appear unselfish to customers.
E) explaining how to appear unselfish to customers.
Alane sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture of furniture. Since the products she sells to the furniture makers are nontechnical in nature, Alane would be described as a(n): A) account representative. B) detail salesperson. C) sales engineer. D) order-taker. E) industrial products salesperson.
E) industrial products salesperson.
In addition to performance, the salary earned by a sales manager is LEAST related to: A) the annual sales volume of units managed. B) the number of salespeople managed. C) the length of experience in sales. D) the annual sales volume of the firm. E) the number of hours worked every week.
E) the number of hours worked every week.
According to the text, the most difficult selling situation faced by a creative salesperson is: A) persuading prospects that the current products they are using are no longer satisfactory. B) having to sell to numerous people in an organization to get one order. C) handling questions and objections raised by prospects. D) persuading people that they can afford something they think they cannot. E) dealing with prospects who resent the salesperson coming to see them.
B) having to sell to numerous people in an organization to get one order.
A professional salesperson will most likely: A) be too busy for additional sales training. B) maintain an intimate knowledge of the industry. C) be too involved with customers to join civic organizations. D) use high-pressured sales techniques in certain sales situations. E) share customer information with other clients when it is beneficial.
B) maintain an intimate knowledge of the industry.
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 Fred's payment information. Susan is most likely a(n): A) detail salesperson B) order-taker C) service salesperson D) wholesale salesperson E) order-getter
B) order-taker
Which of the following is defined as the personal communication of information to persuade a prospective customer to buy something that satisfies his/her needs? A) marketing B) personal selling C) promotion D) public relations E) advertising
B) personal selling
The person who phoned Howard last night to ask him if he might be interested in adding HBO and Cinemax to his current television cable system would be classified as a(n): A) detail salesperson. B) retail salesperson. C) order-taker. D) account representative. E) sales engineer.
B) retail salesperson.
A person may choose a sales career because he/she desires: A) a job that is unchanging and requires mastery of a minimal number of skills. B) the rewards offered by a career in sales. C) the freedom of being self-employed. D) the limited hours of work. E) the minimal challenges it offers.
B) the rewards offered by a career in sales.
Which of the following is NOT an example of a financial reward that a salesperson could receive? A) Travel expenses B) Salary C) Psychological income D) Entertainment allowance E) Company car
C) Psychological income
Dwight has recently been promoted to a position as a territory salesperson. Which of the following should Dwight expect to do in his new job? A) Recruiting and selecting new employees B) Developing marketing campaigns C) Designing product logos D) Solving customer issues E) Calculating overhead costs
D) Solving customer issues
Which one of the following is NOT one of the "seven deadly sins of business selling?" A) Unprofessional conduct B) Unlimited optimism C) Lack of dependability D) Thoroughness after the sale E) Weak product knowledge
D) Thoroughness after the sale
Which of the following statements about selling is most likely true? A) You are not involved in sales when you go to an interview with a potential employer. B) Unlike other professions, journalists do not engage in selling activities. C) Everyone sells at their place of work, but not when at home with their families. D) You are involved in selling when you ask someone to accompany you on a shopping trip. E) Only trained salespeople ever engage in selling activities.
D) You are involved in selling when you ask someone to accompany you on a shopping trip.
The four main elements in the customer relationship process used by salespeople to build long-term relationships are excellent service, a presentation of product benefits, a willingness to constantly analyze customer needs, and: A) expressing optimism. B) outlining features. C) showing persistence. D) accepting rejection. E) gaining commitment.
E) gaining commitment.