Selling: The Profession

TEST BANK

6THedition

Dr. David J. Lill

Jennifer K. Lill

TEST BANK

TABLE OF CONTENTS

Click on the page numbers below to go directly to each chapter.

Test Bank Introduction......

CHAPTER 1: A CAREER IN PROFESSIONAL IN SELLING......

CHAPTER 2: RELATIONSHIP SELLING......

CHAPTER 3: ETHICAL AND LEGAL ISSUES IN SELLING

CHAPTER 4: PURCHASE BEHAVIOR AND COMMUNICATION......

CHAPTER 5: FINDING YOUR SELLING STYLE

CHAPTER 6: PREPARATION FOR SUCCESS IN SELLING

CHAPTER 7: BECOMING A MASTER PROSPECTOR......

CHAPTER 8: PREAPPROACH AND TELEPHONE TECHNIQUES

CHAPTER 9: APPROACHING THE PROSPECT......

CHAPTER 10: IDENTIFYING NEEDS BY QUESTIONING AND LISTENING

CHAPTER 11: MAKING THE PRESENTATION......

CHAPTER 12: OVERCOMING OBJECTIONS......

CHAPTER 13: CLOSING THE SALE......

CHAPTER 14: SERVICE AFTER THE SALE......

CHAPTER 15: PERSONAL, TIME, AND TERRITORY MANAGEMENT......

CHAPTER 16: SALES FORCE MANAGEMENT......

Test Bank Introduction

Selling: The Profession

Welcome to the Test Bank. The following is a quick reference guide to the format of the test bank for Selling: The Profession. The test bank was designed with maximum usability in mind so that you can quickly find the types of questions you want to use and where they can be found in the text. Each chapter is divided into sections according to three factors: The type of question, the category of question, and the page number from which the question was derived.

Types of Questions: There are two types of questions used

  1. Multiple Choice
  2. True/False

Categories of Questions: There are four categories of questions. Listed at the beginning of each category is the number of questions found within that category.

  1. Core Knowledge: These questions are factual and are designed as fundamental recollection questions taken directly from the textbook. These test the students’ ability to recall facts that they read, and ensure that they have understood clearly enough to recognize the most correct answer. Core knowledge questions are comprised of two subcategories:
  1. Straightforward – these questions are traditional multiple choice with wording designed for basic text recall.
  2. Negative Wording – these questions also test basic text recall but are worded in an “all of the following except” format, or require the student to select the only “false” answer.
  1. Vocabulary: These questions are also factual. They take the key words in the text and test the students’ ability to recognize the definitions.
  1. Application: These questionsare designed to test the core knowledge and then use it in context. These questions require application of information in a specific context. Such questions do not require students to address the full complexity of real life situations, but they demand more than simple memorization of facts.
  1. Analysis, Synthesis, and Evaluation: These questions require that the students analyze, synthesize, evaluate, and make a decision. This type of question is based upon a hypothetical situation and asks students to use theircore knowledge in order to make judgments. These questions may be comprised of a short and simplistic example, or in other questions, may involve a scenario and require integration of knowledge and decision making. In some instances, the student must decide the most appropriate steps to take, given a hypothetical case or situation.Note: There are no true/false questions for this category.

Layout of Test Questions Within the Test Bank: Each test is divided into the four categories. Within the four categories, the questions are listed first by type of question --- whether multiple choice or true/false --- and then numerically by the page number where the source material can be found. The page number is listed at the end of each question following the correct answer choice.

Note: For some of the application and analysis questions, multiple page numbers are listed as the question requires a comprehensive understanding rather than knowledge of a single fact or single page of text.

CHAPTER 1: A CAREER IN PROFESSIONAL IN SELLING

Core Knowledge – Multiple Choice (26 Questions):

  1. The importance of selling in our economy is:
  2. Recognized only by business leaders.
  3. Often underrated by business leaders.
  4. Seen in the large numbers of jobs it provides for people who could not succeed elsewhere.
  5. In the opportunity for salespeople to make big money.
  6. In the service it provides to keep products, services, and ideas flowing.

Ans: e (pg 8)

  1. Businesses rely on salespeople to perform all but one of the following functions. The single function that salespersons typically do not perform is to
  2. Identify customer needs.
  3. Help determine prices of the products their company sells.
  4. Inform customers of new products.
  5. Create a mass market demand for all of the company's products and product lines.
  6. Follow up on the customer once the sale is made.

Ans: d (pg 7)

  1. Which of the following statements is true regarding a firm's professional sales force?
  2. The sales force is made up of all extroverts.
  3. The selling function makes the greatest impact on the profitability of a firm's business.
  4. It is rare that salespeople manage their own territories.
  5. Salespeople are the only ones that have the responsibility of selling the customer.
  6. All of the above are true statements.

Ans: b (pg 8)

  1. The critical importance of salespeople is recognized by:
  2. The number of salespeople employed.
  3. The amount of time and money invested in their training.
  4. The method of compensation used.
  5. The number of salespeople who are promoted to sales managers.
  6. None of the above.

Ans: b (pg 8)

  1. Compensation for salespeople
  2. Ranks in the lowest third of professional people employed.
  3. Is comparable to that of office clerical workers.
  4. Places more of them above $100,000 annually than individuals in any other profession.
  5. Is largely unpredictable.
  6. Is unfair to other company employees.

Ans: c (pg 8)

  1. Students looking seriously for a career need to know that professional selling
  2. Is almost always just a job, not a career.
  3. Is likely to bring out the worst side of a person's character.
  4. Is an excellent choice for someone who is a marginal student or who didn’t attend college.
  5. Demands a high degree of creativity, intelligence, hard work and dedication.
  6. Requires an aggressive, highpowered, fastmoving type of personality.

Ans: d (pg 9)

  1. Which of the following statements regarding personal selling is correct?
  2. Professional salespeople are among the highest paid employees in the United States.
  3. Persuasion is only considered selling when there is an actual exchange of money involved.
  4. Professional selling does notrequire a continuing learning process.
  5. New and improved products are usually accepted automatically.
  6. All of the above are correct statements.

Ans: a (pg 8)

  1. Which of the following statements regarding personal selling is true?
  2. Personal selling requires a long period of time in getting started on the road to success.
  3. Good salespeople are just born that way - some have it and some don't.
  4. Salespeople do not enjoy an opportunity to grow and learn.
  5. Introverts as well as extroverts can be, and are, successful in selling.
  6. None of the above statements are true.

Ans: d (pg 11)

  1. A professional salesperson who wants variety in a sales career finds it by:
  2. Changing jobs often.
  3. Concentrating, one week at a time, on each of the different products that the company offers.
  4. Asking for a new sales territory every year.
  5. Seeing the unique character of each sales situation in the variety of prospects and their individual needs.
  6. Moving up to sales management as quickly as possible.

Ans: d (pg 10)

  1. The sort of skills required for successful relationship selling
  2. Are suitable only for direct selling and sales management.
  3. Are incapable of being acquired through study and training.
  4. Are often sought by companies seeking to recruit top management personnel.
  5. Require an extroverted personality to execute them well.
  6. Never transfer to other lines of work.

Ans: c (pg 13)

  1. If you want financial and career security, you should be aware that
  1. Jobs for salespersons have failed to recover since the 2008-2009 recession compared to jobs in other sectors.
  2. Securing a job in sales is very difficult even for those with demonstrated ability.
  3. A salesperson who is dissatisfied with one sales position is likely to find difficulty changing companies.
  4. Salespeople have a particularly good opportunity to exercise a direct effect on their income and security by their own efforts.
  5. Personal initiative is frowned upon by most companies.

Ans: d (pg 14)

  1. According to the text, the greatest problem faced by every salesperson and everyone who considers sales as a profession is
  2. A fixed salary.
  3. Handling rejection.
  4. The irregular hours.
  5. Time management problems.
  6. None of the above.

Ans: b (pg 15)

  1. Which of the following statements regarding the nature of personal selling is correct?
  2. Individuals are often locked into a daily routine.
  3. Salespeople are seldom able to exercise considerable control over how they spend their time and what daily activities they engage in.
  4. Sales is a poor introduction to the world of business for a young person interested in being an entrepreneur.
  5. No salesperson can close every sale, even when a prospect truly needs a product or service.
  6. Almost no top management personnel originally entered their company through sales.

Ans: d (pp 12-15)

  1. The most difficult problem faced by salespeople is:
  2. The ability to deal with the rejection that is so common in selling.
  3. The unsteady income.
  4. The irregular hours.
  5. All the travel that is required when you have been assigned a large territory.
  6. Finding qualified prospects for their products.

Ans: a (pg 15)

  1. Trade selling includes both taking orders and field service. Accordingly, trade selling
  2. does not include delivering orders and replenishing inventory.
  3. means that trade salespersons are never expected to influence customers to provide additional shelf space or more favorable placement of stock.
  4. often means that salespeople in trade selling are hardly ever expected and encouraged by their companies to employ vigorous sales efforts in their interactions with customers.
  5. involves an opportunity to increase sales comes most often through assisting and helping the customer to move a larger volume of inventory.
  6. neverinvolves actually setting up product displays in retail stores.

Ans: c (pg 14)

  1. Missionary selling is employed by a number of industries. Select the one statement that is true of this type of selling:
  2. Salespeople in missionary selling have the greatest opportunity of any type of selling to see immediate results from their efforts in the way of products sold.
  3. The purpose of missionary selling is to educate those who ultimately decide which products will be used by consumers.
  4. Missionary selling involves introducing new products sold by your company in international markets.
  5. Since salespeople involved in missionary selling do not bring in actual orders, there is really no way for their company to hold them accountable for sales.
  6. Missionary selling produces all of the opportunities for moving up within a company.

Ans: b (pg 16)

  1. Which of the following statements is not true of technical selling?
  2. Salespeople engaged in technical selling must be competent in some of the technical aspects related to the products being sold.
  3. The salesperson who qualifies as a technical specialist is usually called in by the creative salesperson who has contacted the prospect and stimulated some interest.
  4. Technical selling is often conducted by a team of sales professionals.
  5. Selling industrial machinery is one example of an area impacted by technical selling.
  6. Technical specialists actually do not need to have any selling skills.

Ans: e (pg 16)

  1. Salespersons who don’t wait to be told to prospect or to be urged to end a sales presentation with a close are
  2. Arrogant.
  3. Successful.
  4. Rebels who are unsuited for a sales career.
  5. Usually reprimanded by their superiors.
  6. None of the above.

Ans: b (pg 19)

  1. The phrase, “Would you like an apple pie with your Big Mac and Fries”, is an example of:
  2. Bait and switch selling
  3. Manipulative selling
  4. Suggestive selling
  5. Tactical selling
  6. None of the above

Ans: c (pp 16-17)

  1. Although responsive selling (or order-taking) requires the salesperson to "react," usually when a customer expresses a desire,
  2. Responsive selling should never involve actively closing a sale..
  3. Outside salespersons in the responsive should simply stick to delivering their products to customers.
  4. Responsive salespeople never have an opportunity to create goodwill for the company by being pleasant and helpful.
  5. Responsive selling also involves suggesting to customers that they purchase products or services in addition to or other than what they have just chosen.
  6. This type of selling no longer exists.

Ans: d(pp 16-17)

  1. With regard to the characteristics of successful salespeople, which of the following statements is true?
  2. Successful salespersons avoid getting mired down in unpleasant tasks often required in sales.
  3. A salesperson should focus like a laser beam on his or her success.
  4. Enthusiasm is not necessarily a characteristic required of a successful salesperson.
  5. Successful salespersons can exhibit several different personality traits.
  6. A professional salesperson is concerned primarily with the needs of his or her supervisor.

Ans: d (pp 17-20)

  1. Which of the following statements regarding sales as a profession is true?
  2. Because people are born with the ability to sell, it is rare that one can develop the characteristics that can make him successful in selling.
  3. Understanding your own behavior is unimportant, but you must understand the behavior of others.
  4. The ability to persuade is inborn, and therefore cannot be taught or acquired.
  5. An individual with a quiet, reserved nature can be a successful salesperson.
  6. All of the above statements are true.

Ans: d (pg 17)

  1. Select the one statement that is simplynot true of creative (order-getting) selling:
  2. Creative selling only involves selling intangible products like insurance or investments.
  3. Creative selling requires the salesperson to sometimes exercise personal ingenuity to determine specific demand for a particular product or service.
  4. The creative salesperson concentrates on stimulating new demand for a product or service; as a result, little time is spent in maintaining relationships with their customers.
  5. Creative selling offers the highest personal income of any type of selling.
  6. Creative selling requires a high level of personal skill, dedication and effort.

Ans: a (pg 17)

  1. Goal direction is an asset for salespeople. Those who possess this quality exhibit the following behavior:
  2. Willingness to do whatever their boss asks even if unethical or inappropriate.
  3. Ability to find personal satisfaction by beating out their colleagues, regardless of the effect on their company.
  4. Contempt or disregard for all incentives including such things as awards, plaques, etc.
  5. Appreciation for how their personal goals and the goals of their organization are interrelated.
  6. Reduced appreciation for the needs or goals of others.

Ans: d (pg 18)

  1. A successful, professional salesperson possesses all of the following traits except:
  2. A very high level of assertiveness.
  3. A strong, positive self-image.
  4. High ethical standards in dealing with others.
  5. Sensitivity to the needs of others.
  6. The ability to win the trust and confidence of others.

Ans: a (pp 17-20)

  1. With regard to a successful relationship salesperson, select the statement that is false:
  2. Relationship salespeople need the ability to ask questions so they know how to meet the needs of prospects.
  3. A sales career requires very little administrative ability because their sales managers provide this for them, thus leaving the them free to concentrate on selling.
  4. Successful relationship salespersons possess self-confidence and initiative to complete difficult tasks on their own.
  5. Successful salespeople typically have the ability not to dwell on the prospect who did not buy from them, but instead call on new prospects who may buy from them.
  6. It is important to be enthusiastic about the products they sell.

Ans: b (pp 17-20)

Vocabulary – Multiple Choice (16 Questions):

  1. Which of the following is not a part of the definition of professional, relationship selling?
  2. Seeking out people who have a particular need to satisfy.
  3. Finding a way to persuade qualified prospects that your product will fill their needs.
  4. Persuading prospects to decide in favor of your product regardless of actual need.
  5. Helping people recognize and define the existence of needs they have that could be met by buying your product.
  6. Demonstrating how your product satisfies a prospect's need.

Ans: c (pg 9)

  1. The proper order of Maslow’s hierarchy of needs (from lower level needs to higher level needs) is:
  2. Physiological Needs, Personal Esteem Needs, Safety Needs, Social Needs, Self-Actualization
  3. Physiological Needs, Safety Needs, Social Needs, Personal Esteem Needs, Self- Actualization
  4. Personal Esteem Needs, Safety Needs, Social Needs, Self- Actualization, Physiological Needs
  5. Safety Needs, Social Needs, Self- Actualization, Physiological Needs, Personal Esteem Needs
  6. Physiological Needs, Social Needs, Personal Esteem Needs, Safety Needs, Self- Actualization

Ans: b (pg 12)

  1. The ______salesperson’s primary responsibility is to increase business from present and potential customers through merchandising and promotional assistance:
  2. Order taker
  3. Technical
  4. Trade
  5. New business
  6. None of the above

Ans: c (pg 15)

  1. The ______salesperson’s primary task is one of educating those who ultimately decide what product the consumer will use:
  2. Missionary
  3. Technical
  4. Trade
  5. New business
  6. None of the above

Ans: a (pg 16)

  1. This salesperson sells products for which detailed technical know-how and the ability to discuss technical aspects of the product are extremely important:
  2. Service salesperson
  3. Industrial products salesperson/non-technical
  4. Sales engineer
  5. Account representative
  6. Detail salesperson

Ans: c (pg 17)

  1. Concentrating on performing promotional activities and introducing products are the fundamental responsibilities of the ______.
  2. Service salesperson
  3. Industrial products salesperson/non-technical
  4. Sales engineer
  5. Order taker
  6. Detail salesperson

Ans: e (pg 17)

  1. The job of the "detail salesperson" for a pharmaceutical company is to visit physicians and provide information about their prescription drugs. This sales job is referred to as:
  2. An "outside" order getter.
  3. An "inside" order taker.
  4. A missionary salesperson.
  5. A creative salesperson.
  6. A technical support salesperson.

Ans: c (pg 16)