Test Bank For
Sales Management Analysis and Decision Making 11e By Thomas N. Ingram, Raymond W.
LaForge, Ramon A. Avila, Charles H. Schwepker Jr, Michael R. Williams
Chapter 2-10
CHAPTER 2—OVERVIEW OF PERSONAL SELLING
MULTIPLE CHOICE
1. All of the following are types of personal selling jobs EXCEPT
a. order-getters.
b. order-takers.
c. missionary salespeople.
d. complementary salespeople.
e. merchandisers.
ANS: D REF: pg. 17
2. Salespeople who focus on gaining new customers are sometimes referred to as
a. hunters.
b. farmers.
c. missionary salespeople.
d. detailers.
e. merchandisers.
ANS: A REF: pg. 17
3. Salespeople who focus on gaining new customers are sometimes referred to as
a. order-takers
b. missionary salespeople
c. detailers
d. merchandisers
e. pioneers
ANS: E REF: pg. 17
4. Salespeople who focus on gaining new customers are sometimes referred to as
a. farmers
b. order-takers
c. missionary salespeople
d. order-getters
e. merchandisers
ANS: D REF: pg. 17
5. New customers may be turned over to account-servicing salespeople referred to as
a. order-getters.
b. order-takers.
c. pioneers.
d. hunters.
e. tacticians.
, ANS: B REF: pg. 17
6. New customers may be turned over to account servicing salespeople referred to as
a. hunters
b. merchandisers
c. missionary salespeople
d. pioneers
e. farmers
ANS: E REF: pg. 17
7. The generation of new business for the selling firm is associated with which type of salespeople?
a. Order-takers and cold canvassers
b. Order-getters and order-takers
c. Pioneers and franchisers
d. Order-getters and pioneers
e. Missionaries and detail salespeople
ANS: D REF: pg. 17
8. In this selling position, the salesperson, sometimes referred to as a pioneer, is responsible for
a. deciding which new territories to enter.
b. handling existing customer accounts.
c. answering routine customer inquiries.
d. discovering which products should be dropped.
e. adding new customers.
ANS: E REF: pg. 17
9. The generation of new business for the selling firm is associated with which type of salespeople?
a. Order-takers and cold canvassers
b. Order-getters and order takers
c. Pioneers and franchisers
d. Order getters and pioneers
e. Missionaries and detail salespeople
ANS: D REF: pg.17
10. A (n) __________ is a salesperson who provides physicians, nurses, and other medical professionals
with pertinent information about drugs to support the overall sales effort.
a. hunter
b. pioneer
c. order-taker
d. detailer
e. merchandiser
ANS: D REF: pg. 17
11. __________ are salespeople who support the sales effort by providing information and performing other
supplemental services.
a. Hunters
b. Pioneers
c. Order-takers
d. Order-getters
e. Missionary salespeople
, ANS: E REF: pg. 17
12. A (n) __________ is a salesperson who supports the overall sales effort by “spreading the gospel” at the
grassroots level.
a. hunter
b. pioneer
c. order-taker
d. missionary salesperson
e. merchandiser
ANS: D REF: pg. 17
13. ________ support the sales effort by setting up point-of-purchase displays, rotating stock, and keeping
store personnel informed about new products and sales promotions.
a. order-getters.
b. order-takers.
c. missionary salespeople.
d. complementary salespeople.
e. merchandisers.
ANS: E REF: pg. 17
14. Which of the following is not one of the four key roles expected of salespeople?
a. Financial contributor
b. Change agent
c. Product agent
d. Communications agent
e. Customer value agent
ANS: C REF: pg. 18
15. As _____________, salespeople assume a key role in revenue production for their firms.
a. financial contributors
b. product managers
c. change agents
d. communications agents
e. customer value agents
ANS: A REF: pg. 18
16. As _____________, salespeople stimulate sales cycles and help customers reach buying decisions as
soon as reasonably possible.
a. financial contributors
b. economic agents
c. change agents
d. communications agents
e. customer value agents
ANS: C REF: pg. 18
17. In their role as a communications agent, salespeople do all of the following EXCEPT
a. serve as a communications link between customers and their employers.
b. provide product and marketplace information to customers.
c. report back to their company on competitive activity.
d. report back to their company on buyer preferences and ideas for new products.
, e. stimulate sales cycles and help customers reach buying decisions.
ANS: E REF: pg. 18
18. Which of the following best describes what salespeople do in their role as a customer value agent?
a. serve as a communications link between customers and their employers.
b. provide product and marketplace information to customers.
c. report back to their company on competitive activity.
d. help create, communicate, deliver, and continually increase customer value.
e. stimulate sales cycles and help customers reach buying decisions.
ANS: D REF: pg. 18
19. Salespeople can add to or detract from customer value depending on criteria such as
a. customer and market knowledge.
b. efficiency.
c. strategic alignment.
d. trustworthiness.
e. all of the above.
ANS: E REF: pg. 18
20. Which of the following is not true regarding transactional selling?
a. Salespeople focus on maximizing the outcomes of individual transactions.
b. Salespeople focus on developing long-term relationships.
c. Salespeople have little regard for the customer’s unique needs or priorities.
d. Salespeople are typically not very engaged in the service aspects that follow the sale.
e. Salespeople try to make a sale on every call.
ANS: B REF: pg. 19
21. Which of the following is not one of the characteristics of trust-based relationship selling?
a. Seeks to maximize outcomes of individual transactions.
b. Focuses on customer needs.
c. Seeks to earn customer trust.
d. Relies on questioning and listening to establish dialogue with customers.
e. Involves two-way collaborative communication between buyers and sellers.
ANS: A REF: pg. 19
22. Which of these is not one of the steps in the sales process outlined in the textbook?
a. Locating qualified prospects.
b. Making an appointment to visit a prospect.
c. Preparing a sales presentation.
d. Checking with management to approve a new customer.
e. Completing the sale.
ANS: D REF: pg. 20
23. According to the trust-based relationship selling process framework, “enhancing customer
commitment” is a part of which component of the framework?
a. Selling foundations
b. Selling strategy based on customer needs and value
c. Initiating customer relationships
d. Developing customer relationships
Sales Management Analysis and Decision Making 11e By Thomas N. Ingram, Raymond W.
LaForge, Ramon A. Avila, Charles H. Schwepker Jr, Michael R. Williams
Chapter 2-10
CHAPTER 2—OVERVIEW OF PERSONAL SELLING
MULTIPLE CHOICE
1. All of the following are types of personal selling jobs EXCEPT
a. order-getters.
b. order-takers.
c. missionary salespeople.
d. complementary salespeople.
e. merchandisers.
ANS: D REF: pg. 17
2. Salespeople who focus on gaining new customers are sometimes referred to as
a. hunters.
b. farmers.
c. missionary salespeople.
d. detailers.
e. merchandisers.
ANS: A REF: pg. 17
3. Salespeople who focus on gaining new customers are sometimes referred to as
a. order-takers
b. missionary salespeople
c. detailers
d. merchandisers
e. pioneers
ANS: E REF: pg. 17
4. Salespeople who focus on gaining new customers are sometimes referred to as
a. farmers
b. order-takers
c. missionary salespeople
d. order-getters
e. merchandisers
ANS: D REF: pg. 17
5. New customers may be turned over to account-servicing salespeople referred to as
a. order-getters.
b. order-takers.
c. pioneers.
d. hunters.
e. tacticians.
, ANS: B REF: pg. 17
6. New customers may be turned over to account servicing salespeople referred to as
a. hunters
b. merchandisers
c. missionary salespeople
d. pioneers
e. farmers
ANS: E REF: pg. 17
7. The generation of new business for the selling firm is associated with which type of salespeople?
a. Order-takers and cold canvassers
b. Order-getters and order-takers
c. Pioneers and franchisers
d. Order-getters and pioneers
e. Missionaries and detail salespeople
ANS: D REF: pg. 17
8. In this selling position, the salesperson, sometimes referred to as a pioneer, is responsible for
a. deciding which new territories to enter.
b. handling existing customer accounts.
c. answering routine customer inquiries.
d. discovering which products should be dropped.
e. adding new customers.
ANS: E REF: pg. 17
9. The generation of new business for the selling firm is associated with which type of salespeople?
a. Order-takers and cold canvassers
b. Order-getters and order takers
c. Pioneers and franchisers
d. Order getters and pioneers
e. Missionaries and detail salespeople
ANS: D REF: pg.17
10. A (n) __________ is a salesperson who provides physicians, nurses, and other medical professionals
with pertinent information about drugs to support the overall sales effort.
a. hunter
b. pioneer
c. order-taker
d. detailer
e. merchandiser
ANS: D REF: pg. 17
11. __________ are salespeople who support the sales effort by providing information and performing other
supplemental services.
a. Hunters
b. Pioneers
c. Order-takers
d. Order-getters
e. Missionary salespeople
, ANS: E REF: pg. 17
12. A (n) __________ is a salesperson who supports the overall sales effort by “spreading the gospel” at the
grassroots level.
a. hunter
b. pioneer
c. order-taker
d. missionary salesperson
e. merchandiser
ANS: D REF: pg. 17
13. ________ support the sales effort by setting up point-of-purchase displays, rotating stock, and keeping
store personnel informed about new products and sales promotions.
a. order-getters.
b. order-takers.
c. missionary salespeople.
d. complementary salespeople.
e. merchandisers.
ANS: E REF: pg. 17
14. Which of the following is not one of the four key roles expected of salespeople?
a. Financial contributor
b. Change agent
c. Product agent
d. Communications agent
e. Customer value agent
ANS: C REF: pg. 18
15. As _____________, salespeople assume a key role in revenue production for their firms.
a. financial contributors
b. product managers
c. change agents
d. communications agents
e. customer value agents
ANS: A REF: pg. 18
16. As _____________, salespeople stimulate sales cycles and help customers reach buying decisions as
soon as reasonably possible.
a. financial contributors
b. economic agents
c. change agents
d. communications agents
e. customer value agents
ANS: C REF: pg. 18
17. In their role as a communications agent, salespeople do all of the following EXCEPT
a. serve as a communications link between customers and their employers.
b. provide product and marketplace information to customers.
c. report back to their company on competitive activity.
d. report back to their company on buyer preferences and ideas for new products.
, e. stimulate sales cycles and help customers reach buying decisions.
ANS: E REF: pg. 18
18. Which of the following best describes what salespeople do in their role as a customer value agent?
a. serve as a communications link between customers and their employers.
b. provide product and marketplace information to customers.
c. report back to their company on competitive activity.
d. help create, communicate, deliver, and continually increase customer value.
e. stimulate sales cycles and help customers reach buying decisions.
ANS: D REF: pg. 18
19. Salespeople can add to or detract from customer value depending on criteria such as
a. customer and market knowledge.
b. efficiency.
c. strategic alignment.
d. trustworthiness.
e. all of the above.
ANS: E REF: pg. 18
20. Which of the following is not true regarding transactional selling?
a. Salespeople focus on maximizing the outcomes of individual transactions.
b. Salespeople focus on developing long-term relationships.
c. Salespeople have little regard for the customer’s unique needs or priorities.
d. Salespeople are typically not very engaged in the service aspects that follow the sale.
e. Salespeople try to make a sale on every call.
ANS: B REF: pg. 19
21. Which of the following is not one of the characteristics of trust-based relationship selling?
a. Seeks to maximize outcomes of individual transactions.
b. Focuses on customer needs.
c. Seeks to earn customer trust.
d. Relies on questioning and listening to establish dialogue with customers.
e. Involves two-way collaborative communication between buyers and sellers.
ANS: A REF: pg. 19
22. Which of these is not one of the steps in the sales process outlined in the textbook?
a. Locating qualified prospects.
b. Making an appointment to visit a prospect.
c. Preparing a sales presentation.
d. Checking with management to approve a new customer.
e. Completing the sale.
ANS: D REF: pg. 20
23. According to the trust-based relationship selling process framework, “enhancing customer
commitment” is a part of which component of the framework?
a. Selling foundations
b. Selling strategy based on customer needs and value
c. Initiating customer relationships
d. Developing customer relationships
