,Test Bank For Selling Today Partnering to Create Value, 15th Edition by Michael Ahearne, Gerald
Manning Chapter 1-17
Chapter 1: Relationship Selling Opportunities in the Information Economy
Multiple-Choice Questions (60 Questions)
1. Personal selling involves person-to-person communication with a prospect. What is its primary goal?
A) Making a one-time sale
B) Developing relationships, discovering customer needs, and matching products to those needs
C) Maximizing short-term profits
D) Persuading customers to buy regardless of their needs
Correct Answer: B
Rationale: Personal selling is defined as person-to-person communication with a prospect. It is a process
of developing relationships; discovering customer's needs; matching products with these needs; and
communicating benefits through informing, reminding, or persuading .
2. What is the primary focus of relationship selling?
A) Short-term, one-off deals
B) Product and price
C) Building trust and long-term partnerships
D) Making a sale immediately
Correct Answer: C
Rationale: Relationship selling focuses on long-term results, building trust, offering insights, and creating
value for the customer. Transactional selling focuses on short-sighted, one-off deals .
3. What is the "information economy"?
A) An economy based on industrial manufacturing
B) A period in which the economy shifted from industrial activity to information processing
C) An economy based on agricultural production
D) A period of economic decline
Correct Answer: B
Rationale: The information economy is the period in which our economy began shifting from an
emphasis on industrial activity to an emphasis on information processing .
4. What are the three prescriptions of a personal selling philosophy?
A) Adopt the marketing concept, value personal selling, and assume the role of a problem solver
B) Maximize sales, minimize costs, and increase market share
C) Focus on product, price, and promotion
D) Build relationships, close deals, and manage territories
Correct Answer: A
Rationale: The personal selling philosophy involves three prescriptions: adopt the marketing concept,
value personal selling, and assume the role of a problem solver or partner in helping customers make
informed and intelligent buying decisions .
,5. What is Selling 2.0?
A) A traditional selling technique
B) The use of technology tools and innovative sales practices to create value by improving speed,
collaboration, and customer engagement
C) A type of transactional selling
D) A sales management approach
Correct Answer: B
Rationale: Selling 2.0 refers to the use of personal computers, mobile phones, websites, CRM
applications, e-mail, social media, and innovative sales practices to create value for both buyer and
seller by improving speed, collaboration, customer engagement, and accountability .
6. What are the four major developments in the emergence of relationship selling in the information
economy?
A) Technology advances, information as strategic resource, business defined by customer relationships,
sales success dependent on adding value
B) Increased competition, lower prices, better products, more advertising
C) Globalization, deregulation, privatization, digitalization
D) Product innovation, pricing strategies, distribution channels, promotion
Correct Answer: A
Rationale: The four major developments are: major advances in information technology and electronic
commerce; information as a strategic resource; business defined by customer relationships; and sales
success dependent on adding value .
7. According to futurist Stan Davis, in today's information economy we use computers primarily for
what?
A) Data crunching
B) Consumer pattern identification
C) Connecting with others
D) Machine learning
Correct Answer: C
Rationale: Futurist and author Stan Davis states that in today's information economy we use computers
primarily for connecting with others, not just data crunching .
8. What is the value of social media in the selling process?
A) It replaces the need for personal contact
B) It helps salespeople provide information at the moment the customer needs it, respond to
relationship-building contacts, and obtain leads
C) It eliminates the need for prospecting
D) It reduces sales productivity
Correct Answer: B
Rationale: Social media helps salespeople provide information at the moment the customer needs it,
respond to a customer's relationship-building contact, and obtain and follow up on leads. Instant
outreach to one or more customers is critical for high-performing salespeople .
9. What are some benefits of a career in sales?
A) Above-average income, autonomy, advancement opportunities, psychic income
, B) Guaranteed job security, fixed hours, no travel
C) Low stress, minimal responsibility, limited growth
D) High retirement benefits, short work weeks, no quotas
Correct Answer: A
Rationale: Benefits of a sales career include above-average income, a high degree of autonomy,
numerous opportunities to advance, and above-average psychic income .
10. What is "psychic income" in the context of a sales career?
A) Income from online sales channels
B) Non-financial rewards that satisfy needs for recognition and security
C) Bonuses tied to customer satisfaction
D) Compensation based on psychological testing
Correct Answer: B
Rationale: Psychic income refers to non-financial rewards, including recognition and security, that help
satisfy psychological needs beyond monetary compensation .
11. What is the role of a customer service representative (CSR)?
A) Traveling to customer facilities to sell products
B) Providing telephone support for installation and processing orders
C) Generating goodwill and stimulating demand among channel members
D) Developing new products
Correct Answer: B
Rationale: Customer service representatives provide telephone support for installation and handle
customer service functions .
12. What is a missionary salesperson?
A) A salesperson who travels to distant territories
B) A salesperson who attempts to generate goodwill and stimulate demand among channel members
C) A salesperson who works exclusively online
D) A salesperson who manages other salespeople
Correct Answer: B
Rationale: Missionary salespersons attempt to generate goodwill and stimulate demand for the
manufacturer's products among channel members .
13. What is a sales engineer?
A) A salesperson with an engineering degree
B) A person with extensive product knowledge who communicates product benefits to customers
C) A technical support representative
D) A research and development director
Correct Answer: B
Rationale: Sales engineers are people with extensive knowledge of their product who also communicate
the benefits of the product to customers .
14. Which of the following is a category of sales personnel in manufacturing?
A) Sales engineer
B) Field researcher
Manning Chapter 1-17
Chapter 1: Relationship Selling Opportunities in the Information Economy
Multiple-Choice Questions (60 Questions)
1. Personal selling involves person-to-person communication with a prospect. What is its primary goal?
A) Making a one-time sale
B) Developing relationships, discovering customer needs, and matching products to those needs
C) Maximizing short-term profits
D) Persuading customers to buy regardless of their needs
Correct Answer: B
Rationale: Personal selling is defined as person-to-person communication with a prospect. It is a process
of developing relationships; discovering customer's needs; matching products with these needs; and
communicating benefits through informing, reminding, or persuading .
2. What is the primary focus of relationship selling?
A) Short-term, one-off deals
B) Product and price
C) Building trust and long-term partnerships
D) Making a sale immediately
Correct Answer: C
Rationale: Relationship selling focuses on long-term results, building trust, offering insights, and creating
value for the customer. Transactional selling focuses on short-sighted, one-off deals .
3. What is the "information economy"?
A) An economy based on industrial manufacturing
B) A period in which the economy shifted from industrial activity to information processing
C) An economy based on agricultural production
D) A period of economic decline
Correct Answer: B
Rationale: The information economy is the period in which our economy began shifting from an
emphasis on industrial activity to an emphasis on information processing .
4. What are the three prescriptions of a personal selling philosophy?
A) Adopt the marketing concept, value personal selling, and assume the role of a problem solver
B) Maximize sales, minimize costs, and increase market share
C) Focus on product, price, and promotion
D) Build relationships, close deals, and manage territories
Correct Answer: A
Rationale: The personal selling philosophy involves three prescriptions: adopt the marketing concept,
value personal selling, and assume the role of a problem solver or partner in helping customers make
informed and intelligent buying decisions .
,5. What is Selling 2.0?
A) A traditional selling technique
B) The use of technology tools and innovative sales practices to create value by improving speed,
collaboration, and customer engagement
C) A type of transactional selling
D) A sales management approach
Correct Answer: B
Rationale: Selling 2.0 refers to the use of personal computers, mobile phones, websites, CRM
applications, e-mail, social media, and innovative sales practices to create value for both buyer and
seller by improving speed, collaboration, customer engagement, and accountability .
6. What are the four major developments in the emergence of relationship selling in the information
economy?
A) Technology advances, information as strategic resource, business defined by customer relationships,
sales success dependent on adding value
B) Increased competition, lower prices, better products, more advertising
C) Globalization, deregulation, privatization, digitalization
D) Product innovation, pricing strategies, distribution channels, promotion
Correct Answer: A
Rationale: The four major developments are: major advances in information technology and electronic
commerce; information as a strategic resource; business defined by customer relationships; and sales
success dependent on adding value .
7. According to futurist Stan Davis, in today's information economy we use computers primarily for
what?
A) Data crunching
B) Consumer pattern identification
C) Connecting with others
D) Machine learning
Correct Answer: C
Rationale: Futurist and author Stan Davis states that in today's information economy we use computers
primarily for connecting with others, not just data crunching .
8. What is the value of social media in the selling process?
A) It replaces the need for personal contact
B) It helps salespeople provide information at the moment the customer needs it, respond to
relationship-building contacts, and obtain leads
C) It eliminates the need for prospecting
D) It reduces sales productivity
Correct Answer: B
Rationale: Social media helps salespeople provide information at the moment the customer needs it,
respond to a customer's relationship-building contact, and obtain and follow up on leads. Instant
outreach to one or more customers is critical for high-performing salespeople .
9. What are some benefits of a career in sales?
A) Above-average income, autonomy, advancement opportunities, psychic income
, B) Guaranteed job security, fixed hours, no travel
C) Low stress, minimal responsibility, limited growth
D) High retirement benefits, short work weeks, no quotas
Correct Answer: A
Rationale: Benefits of a sales career include above-average income, a high degree of autonomy,
numerous opportunities to advance, and above-average psychic income .
10. What is "psychic income" in the context of a sales career?
A) Income from online sales channels
B) Non-financial rewards that satisfy needs for recognition and security
C) Bonuses tied to customer satisfaction
D) Compensation based on psychological testing
Correct Answer: B
Rationale: Psychic income refers to non-financial rewards, including recognition and security, that help
satisfy psychological needs beyond monetary compensation .
11. What is the role of a customer service representative (CSR)?
A) Traveling to customer facilities to sell products
B) Providing telephone support for installation and processing orders
C) Generating goodwill and stimulating demand among channel members
D) Developing new products
Correct Answer: B
Rationale: Customer service representatives provide telephone support for installation and handle
customer service functions .
12. What is a missionary salesperson?
A) A salesperson who travels to distant territories
B) A salesperson who attempts to generate goodwill and stimulate demand among channel members
C) A salesperson who works exclusively online
D) A salesperson who manages other salespeople
Correct Answer: B
Rationale: Missionary salespersons attempt to generate goodwill and stimulate demand for the
manufacturer's products among channel members .
13. What is a sales engineer?
A) A salesperson with an engineering degree
B) A person with extensive product knowledge who communicates product benefits to customers
C) A technical support representative
D) A research and development director
Correct Answer: B
Rationale: Sales engineers are people with extensive knowledge of their product who also communicate
the benefits of the product to customers .
14. Which of the following is a category of sales personnel in manufacturing?
A) Sales engineer
B) Field researcher
