, Test Bank Fundamentals of Selling Customers for Life
g g g g g g g
g through Service 13th Edition by Charles Futrell. g g g g g g
Chapter 01 The Life, Times, and Career of the Professional Salesperson
g g g g g g g g g g
Learning Objectives: g
01-01 Define and explain the term selling.
g g g g g g
g 01-02 Explain why everyone sells, even
g g g g g
you.
g
01-03 Explain the relationship between the definition of personal selling and the Golden Rule of
g g g g g g g g g g g g g
g Personal Selling. g
01-04 Discuss the reasons as to why people might choose a sales career.
g g g g g g g g g g g
g 01-05 Enumerate some of the various types of sales jobs.
g g g g g g g g g
01-06 Describe the job activities of salespeople. g g g g g
01-07 Define the characteristics that salespeople believe are needed for success in building
g g g g g g g g g g g
g relationships with customers. g g
01-08 List and explain the 10 steps in the sales process.
g g g g g g g g g
True / False Questions
g g g
1. Selling and marketing are interchangeable terms for the same business activity.
g g g g g g g g g g
g Answer: False g
Learning Objective: 01-01 g g
g Topic: What Is Selling?
g g g
Blooms: Remember g
g AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: Selling is a marketing component that refers to the personal communication of information
g g g g g g g g g g g g g
g to persuade a prospective customer to buy something. Marketing is an organizational function and a
g g g g g g g g g g g g g g
set of processes for creating, communicating and delivering value to customers and for managing
g g g g g g g g g g g g g g
g customer relationships in ways that benefit the organization and its stakeholders.
g g g g g g g g g g
,2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
g g g g g g g g g g g g
g interested in the needs of customers.
g g g g g
Answer: False g
Learning Objective: 01-03
g g
Topic: The Golden Rule of Personal Selling
g g g g g g
g Blooms: Understand
g
AACSB: Analytic
g
, Level of Difficulty: Medium
g g g
Explanation: As Gallup’s survey poll of Americans indicates, people view traditional salespeople as
g g g g g g g g g g g g
g having their self-interest as a priority. This type of salesperson is preoccupied with his or her own well-
g g g g g g g g g g g g g g g g g
g being—usually defined in terms of making money—and thus is selfish and cannot be trusted.
g g g g g g g g g g g g g
3. Personal selling refers to the personal communication of information to unselfishly persuade a
g g g g g g g g g g g g
g prospective customer to buy something that satisfies that individual's needs.
g g g g g g g g g
Answer: True g
Learning Objective: 01-01 g g
Topic: A New Definition of Personal Selling
g g g g g g
g Blooms: Remember g
AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: Personal selling refers to the personal communication of information to unselfishly
g g g g g g g g g g g
g persuade a prospective customer to buy something—a good, a service, an idea, or something else—
g g g g g g g g g g g g g g
that satisfies that individual’s needs.
g g g g
4. The Golden Rule of Personal Selling describes the willingness to plan and execute product, price,
g g g g g g g g g g g g g g
g distribution, and promotion plans so as to create exchanges that satisfy individual and
g g g g g g g g g g g g
organizational objectives.
g g
Answer: False g
Learning Objective: 01-03 g g
Topic: The Golden Rule of Personal Selling
g g g g g g
g Blooms: Remember g
AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: The Golden Rule of Personal Selling refers to the sales philosophy of unselfishly treating
g g g g g g g g g g g g g g
g others as you would like to be treated. Reciprocity is not expected.
g g g g g g g g g g g
5. As a salesperson’s self-interest decreases, a salesperson’s interest in providing customer service is
g g g g g g g g g g g g
g more likely to increase.
g g g
Answer: True g
g g g g g g g
g through Service 13th Edition by Charles Futrell. g g g g g g
Chapter 01 The Life, Times, and Career of the Professional Salesperson
g g g g g g g g g g
Learning Objectives: g
01-01 Define and explain the term selling.
g g g g g g
g 01-02 Explain why everyone sells, even
g g g g g
you.
g
01-03 Explain the relationship between the definition of personal selling and the Golden Rule of
g g g g g g g g g g g g g
g Personal Selling. g
01-04 Discuss the reasons as to why people might choose a sales career.
g g g g g g g g g g g
g 01-05 Enumerate some of the various types of sales jobs.
g g g g g g g g g
01-06 Describe the job activities of salespeople. g g g g g
01-07 Define the characteristics that salespeople believe are needed for success in building
g g g g g g g g g g g
g relationships with customers. g g
01-08 List and explain the 10 steps in the sales process.
g g g g g g g g g
True / False Questions
g g g
1. Selling and marketing are interchangeable terms for the same business activity.
g g g g g g g g g g
g Answer: False g
Learning Objective: 01-01 g g
g Topic: What Is Selling?
g g g
Blooms: Remember g
g AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: Selling is a marketing component that refers to the personal communication of information
g g g g g g g g g g g g g
g to persuade a prospective customer to buy something. Marketing is an organizational function and a
g g g g g g g g g g g g g g
set of processes for creating, communicating and delivering value to customers and for managing
g g g g g g g g g g g g g g
g customer relationships in ways that benefit the organization and its stakeholders.
g g g g g g g g g g
,2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
g g g g g g g g g g g g
g interested in the needs of customers.
g g g g g
Answer: False g
Learning Objective: 01-03
g g
Topic: The Golden Rule of Personal Selling
g g g g g g
g Blooms: Understand
g
AACSB: Analytic
g
, Level of Difficulty: Medium
g g g
Explanation: As Gallup’s survey poll of Americans indicates, people view traditional salespeople as
g g g g g g g g g g g g
g having their self-interest as a priority. This type of salesperson is preoccupied with his or her own well-
g g g g g g g g g g g g g g g g g
g being—usually defined in terms of making money—and thus is selfish and cannot be trusted.
g g g g g g g g g g g g g
3. Personal selling refers to the personal communication of information to unselfishly persuade a
g g g g g g g g g g g g
g prospective customer to buy something that satisfies that individual's needs.
g g g g g g g g g
Answer: True g
Learning Objective: 01-01 g g
Topic: A New Definition of Personal Selling
g g g g g g
g Blooms: Remember g
AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: Personal selling refers to the personal communication of information to unselfishly
g g g g g g g g g g g
g persuade a prospective customer to buy something—a good, a service, an idea, or something else—
g g g g g g g g g g g g g g
that satisfies that individual’s needs.
g g g g
4. The Golden Rule of Personal Selling describes the willingness to plan and execute product, price,
g g g g g g g g g g g g g g
g distribution, and promotion plans so as to create exchanges that satisfy individual and
g g g g g g g g g g g g
organizational objectives.
g g
Answer: False g
Learning Objective: 01-03 g g
Topic: The Golden Rule of Personal Selling
g g g g g g
g Blooms: Remember g
AACSB: Analytic g
Level of Difficulty: Easy
g g g
Explanation: The Golden Rule of Personal Selling refers to the sales philosophy of unselfishly treating
g g g g g g g g g g g g g g
g others as you would like to be treated. Reciprocity is not expected.
g g g g g g g g g g g
5. As a salesperson’s self-interest decreases, a salesperson’s interest in providing customer service is
g g g g g g g g g g g g
g more likely to increase.
g g g
Answer: True g
