Test Bank for Fundamentals of Selling: Customers for Life through Service, 13th Edition by Charles Futrell

Test Bank Fundamentals of Selling Customers for Lifet
Y Y Y Y Y Y Y Y



hrough Service 13th Edition by Charles Futrell.
Y Y Y Y Y Y




ChapterY01YTheYLife,YTimes,YandYCareerYofYtheYProfessionalYSalesperson

LearningYObjectives:
01-
01YDefineYandYexplainYtheYtermYselling.Y01-
02Y ExplainYwhyYeveryoneYsells,YevenYyou.
01-03 ExplainYtheYrelationshipYbetweenYtheYdefinitionYofYpersonalYsellingYandYtheYGoldenYRuleYofY
PersonalYSelling.
01-04 DiscussYtheYreasonsYasYtoYwhyYpeopleYmightYchooseYaYsalesYcareer.Y
01-05Y EnumerateYsomeYofYtheYvariousYtypesYofYsalesYjobs.
01-06 DescribeYtheYjobYactivitiesYofYsalespeople.
01-07 DefineYtheYcharacteristicsYthatYsalespeopleYbelieveYareYneededYforYsuccessYinYbuildingY
relationshipsYwithYcustomers.
01-08 ListYandYexplainYtheY10YstepsYinYtheYsalesYprocess.

TrueY/YFalseYQuestions

1. SellingYandYmarketingYareYinterchangeableYtermsYforYtheYsameYbusinessYactivity.Y
Answer:YFalse
LearningYObjective:Y01-
01YTopic:YWhatYIsYSelling?
Blooms:YRememberY
AACSB:YAnalytic
LevelYofYDifficulty:YEasy
Explanation:YSellingYisYaYmarketingYcomponentYthatYrefersYtoYtheYpersonalYcommunicationYofYinformationY
toYpersuadeYaYprospectiveYcustomerYtoYbuyYsomething.YMarketingYisYanYorganizationalYfunctionYandYaYsetY
ofYprocessesYforYcreating,YcommunicatingYandYdeliveringYvalueYtoYcustomersYandYforYmanagingYcustomerY
relationshipsYinYwaysYthatYbenefitYtheYorganizationYandYitsYstakeholders.

2. AccordingYtoYrecentYGallupYsurveys,YmostYAmericansYbelieveYthatYtraditionalYsalespeopleYareYoverlyY
interestedYinYtheYneedsYofYcustomers.
Answer:YFalse
LearningYObjective:Y01-03
Topic:YTheYGoldenYRuleYofYPersonalYSellingY
Blooms:YUnderstand
AACSB:YAnalytic

,LevelYofYDifficulty:YMedium
Explanation:YAsYGallup’sYsurveyYpollYofYAmericansYindicates,YpeopleYviewYtraditionalYsalespeopleYasYhavi
ngYtheirYself-interestYasYaYpriority.YThisYtypeYofYsalespersonYisYpreoccupiedYwithYhisYorYherYownYwell-
Ybeing—usuallyYdefinedYinYtermsYofYmakingYmoney—andYthusYisYselfishYandYcannotYbeYtrusted.




3. PersonalYsellingYrefersYtoYtheYpersonalYcommunicationYofYinformationYtoYunselfishlyYpersuadeYaY
prospectiveYcustomerYtoYbuyYsomethingYthatYsatisfiesYthatYindividual'sYneeds.
Answer:YTrue
LearningYObjective:Y01-01
Topic:YAYNewYDefinitionYofYPersonalYSellingY
Blooms:YRemember
AACSB:YAnalytic
LevelYofYDifficulty:YEasy
Explanation:YPersonalYsellingYrefersYtoYtheYpersonalYcommunicationYofYinformationYtoYunselfishlyYpersua
deYaYprospectiveYcustomerYtoYbuyYsomething—aYgood,YaYservice,YanYidea,YorYsomethingYelse—
thatYsatisfiesYthatYindividual’sYneeds.

4. TheYGoldenYRuleYofYPersonalYSellingYdescribesYtheYwillingnessYtoYplanYandYexecuteYproduct,Yprice,Yd
istribution,YandYpromotionYplansYsoYasYtoYcreateYexchangesYthatYsatisfyYindividualYandYorganizationalYo
bjectives.
Answer:YFalse
LearningYObjective:Y01-03
Topic:YTheYGoldenYRuleYofYPersonalYSellingY
Blooms:YRemember
AACSB:YAnalytic
LevelYofYDifficulty:YEasy
Explanation:YTheYGoldenYRuleYofYPersonalYSellingYrefersYtoYtheYsalesYphilosophyYofYunselfishlyYtreatingYother
sYasYyouYwouldYlikeYtoYbeYtreated.YReciprocityYisYnotYexpected.

5. AsYaYsalesperson’sYself-
interestYdecreases,YaYsalesperson’sYinterestYinYprovidingYcustomerYserviceYisYmoreYlikelyYtoYincrease.
Answer:YTrue
LearningYObjective:Y01-03
Topic:YTheYGoldenYRuleYofYPersonalYSellingY
Blooms:YUnderstand
AACSB:YAnalytic
LevelYofYDifficulty:YMedium
Explanation:Y AsYinterestYinYservingYothersYimproves,YaYperson’sYself-interestYlessens.YTheYmoreYthe
salespersonYconsidersYtheYcustomer’sYinterest,YtheYbetterYtheYcustomerYservice.

,
, 6. AnYemployeeYatYaYfast-
foodYrestaurantYwhoYasksYtheYmanagerYforYaYraiseYisYengagedYinYtheYsellingYprocess.
Answer:YTrue
LearningYObjective:Y01-
02YTopic:YEverybodyYSells!
Blooms:YUnderstandY
AACSB:YAnalytic
LevelYofYDifficulty:YMedium
Explanation:YYouYareYinvolvedYinYsellingYwhenYyouYwantYsomeoneYtoYdoYsomething.YTherefore,YanY
employeeYpersuadingYaYmanagerYforYaYraiseYisYinYtheYprocessYofYselling.




7. UnlikeYtraditionalYandYGoldenYRuleYsalespeople,YprofessionalYsalespeopleYhaveYaYtendencyYtoYattributeY
salesYsuccessYtoYothersYratherYthanYtoYtheirYownYactions.
Answer:YFalse
LearningYObjective:Y01-03
Topic:YTheYGoldenYRuleYofYPersonalYSellingY
Blooms:YRemember
AACSB:YAnalytic
LevelYofYDifficulty:YEasy
Explanation:YGoldenYRuleYsalespeopleYtendYtoYattributeYpositiveYresultsYtoYothersYratherYthanYtoYtheirY
ownYpersonalYefforts.YProfessionalYsalespeopleYattributeYresultsYtoYpersonalYeffortsYasYwellYasYtoYtheirY
employer,Ycustomers,YandYtheYeconomy.

8. GoldenYRuleYsalespeopleYtendYtoYbelieveYthatYmoneyYisYtoYbeYsharedYandYthatYcustomerYserviceYisYaYtopY
priority.
Answer:YTrue
LearningYObjective:Y01-03
Topic:YTheYGoldenYRuleYofYPersonalYSellingY
Blooms:YRemember
AACSB:YAnalytic
LevelYofYDifficulty:YEasy
Explanation:YGoldenYRuleYsalespeopleYareYcustomer-
focused,YsoYcustomerYserviceYisYimportant.YMoneyYisYnotYtheYmainYmotivationYofYGoldenYRuleYsalespeople,Ys
oYmoneyYshouldYbeYshared.