Chapter 1—Overview of Personal Selling
MULTIPLE CHOICE
1. The part of marketing that relies heavily on interpersonal communication and interaction
between buyers and sellers is called _____________
a. Advertising
b. Sales promotion
c. Direct marketing
d. Consumer behavior
e. Personal selling
ANS: E PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
2. Natalie is a college graduate seeking a job that will allow here to interact with customers
individually. She is looking for a job in _______________.
a. Advertising
b. Sales promotion
c. Direct marketing
d. Personal selling
e. Management
ANS: D PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
3. Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?
, a. Personal selling
b. Mental states selling
c. Trust-Based relationship selling
d. Canned selling
e. None of the above.
ANS: C PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
4. Susan’s customers are always concerned about what they’re receiving in exchange for what
they’re paying. In other words, they are concerned about _______________.
a. Marketing
b. Personal selling
c. Customer value
d. Marketing Communications
e. Advertising
ANS: C PTS: 1 DIF: Medium REF: p. 4
OBJ: 2
5. Customers perceptions of what they get for what they have to give up is referred to as
Customer __________
a. Benefits
b. Cost
c. Behavior
d. Engagement
e. None of the above are correct
, ANS: E PTS: 1 DIF: Medium REF: p. 4
OBJ: 2
6. The most important part of marketing communications for most business firms is:
a. Personal selling.
b. Advertising.
c. Public relations.
d. Sales promotions.
e. Publicity.
ANS: A PTS: 1 DIF: Medium REF: p. 4
OBJ: 4
7. The primary focus of transaction-focused selling is the ________________________.
a. Salesperson and the selling organization
b. Customer
c. Product
d. Communication process
e. All of the above.
ANS: A PTS: 1 DIF: Medium REF: p. 5
OBJ: 2
8. The desired outcomes in trust-based relationship selling include which of the following?
a. Closed sales
b. Order volume
, c. Trust, mutual benefits, and enhanced profits
d. Profit in the short-term
e. None of the above.
ANS: C PTS: 1 DIF: Medium REF: p. 5
OBJ: 2
9. Jennifer follows the trust-based relationship selling strategy when dealing with her
customers. She can expect to be ________________ her customers’ decision-making processes.
a. Isolated from
b. Actively involved in
c. Dissatisfied with
d. Uncertain about
e. None of the above are correct.
ANS: B PTS: 1 DIF: Hard REF: p. 5
OBJ: 2 KEY: contributions of salespeople
10. Which of the following is most accurate with respect to post sale follow-up?
a. Transaction-focused selling includes substantial follow-up.
b. Transaction-focus selling includes little to no follow-up.
c. Trust-based relationship selling involves substantial follow-up.
d. Trust-based relationship selling it involves little to no follow-up.
e. Both B and C are correct.
ANS: E PTS: 1 DIF: Medium REF: p. 5
OBJ: 2 KEY: revenue
MULTIPLE CHOICE
1. The part of marketing that relies heavily on interpersonal communication and interaction
between buyers and sellers is called _____________
a. Advertising
b. Sales promotion
c. Direct marketing
d. Consumer behavior
e. Personal selling
ANS: E PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
2. Natalie is a college graduate seeking a job that will allow here to interact with customers
individually. She is looking for a job in _______________.
a. Advertising
b. Sales promotion
c. Direct marketing
d. Personal selling
e. Management
ANS: D PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
3. Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?
, a. Personal selling
b. Mental states selling
c. Trust-Based relationship selling
d. Canned selling
e. None of the above.
ANS: C PTS: 1 DIF: Easy REF: p. 4
OBJ: 1
4. Susan’s customers are always concerned about what they’re receiving in exchange for what
they’re paying. In other words, they are concerned about _______________.
a. Marketing
b. Personal selling
c. Customer value
d. Marketing Communications
e. Advertising
ANS: C PTS: 1 DIF: Medium REF: p. 4
OBJ: 2
5. Customers perceptions of what they get for what they have to give up is referred to as
Customer __________
a. Benefits
b. Cost
c. Behavior
d. Engagement
e. None of the above are correct
, ANS: E PTS: 1 DIF: Medium REF: p. 4
OBJ: 2
6. The most important part of marketing communications for most business firms is:
a. Personal selling.
b. Advertising.
c. Public relations.
d. Sales promotions.
e. Publicity.
ANS: A PTS: 1 DIF: Medium REF: p. 4
OBJ: 4
7. The primary focus of transaction-focused selling is the ________________________.
a. Salesperson and the selling organization
b. Customer
c. Product
d. Communication process
e. All of the above.
ANS: A PTS: 1 DIF: Medium REF: p. 5
OBJ: 2
8. The desired outcomes in trust-based relationship selling include which of the following?
a. Closed sales
b. Order volume
, c. Trust, mutual benefits, and enhanced profits
d. Profit in the short-term
e. None of the above.
ANS: C PTS: 1 DIF: Medium REF: p. 5
OBJ: 2
9. Jennifer follows the trust-based relationship selling strategy when dealing with her
customers. She can expect to be ________________ her customers’ decision-making processes.
a. Isolated from
b. Actively involved in
c. Dissatisfied with
d. Uncertain about
e. None of the above are correct.
ANS: B PTS: 1 DIF: Hard REF: p. 5
OBJ: 2 KEY: contributions of salespeople
10. Which of the following is most accurate with respect to post sale follow-up?
a. Transaction-focused selling includes substantial follow-up.
b. Transaction-focus selling includes little to no follow-up.
c. Trust-based relationship selling involves substantial follow-up.
d. Trust-based relationship selling it involves little to no follow-up.
e. Both B and C are correct.
ANS: E PTS: 1 DIF: Medium REF: p. 5
OBJ: 2 KEY: revenue
