FULL TEST BANK
Fundamentals Of Selling Customers For Life Through
Service 13th Edition By Charles Futrell.
, TEST BANK FUNDAMENTALS OF SELLING CUSTOMERS FOR LIFE THROUGH SERVICE 13TH EDITION
BY CHARLES FUTRELL.
Chapter 01 The Life, Times, And Career Of The Professional Salesperson
Learning Objectives:
01-01 Define And Explain The Term Selling.
01-02 Explain Why Everyone Sells, Even You.
01-03 Explain The Relationship Between The Definition Of Personal Selling And The Golden Rule Of
Personal Selling.
01-04 Discuss The Reasons As To Why People Might Choose A Sales Career. 01-
05 Enumerate Some Of The Various Types Of Sales Jobs.
01-06 Describe The Job Activities Of Salespeople.
01-07 Define The Characteristics That Salespeople Believe Are Needed For Success In Building
Relationships With Cusatomers.
01-08 List And Explain The 10 Steps In The Sales Process.
True / False Questions
1. Selling And Marketing Are Interchangeable Terms For The Same Business Activity.
ANSWER: False
Learning Objective: 01-01 Topic:
What Is Selling?
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Selling Is A Marketing Component That Refers To The Personal Communication Of
Information To Persuade A Prospective Customer To Buy Something. Marketing Is An Organizational
Function And A Set Of Processes For Creating, Communicating And Delivering Value To Customers And For
Managing Customer Relationships In Ways That Benefit The Organization And Its Stakeholders.
2. According To Recent Gallup Surveys, Most Americans Believe That Traditional Salespeople Are Overly
Interested In The Needs Of Customers.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Understand
AACSB: Analytic
, Level Of Difficulty: Medium
EXPLANATION>>As Gallup’s Survey Poll Of Americans Indicates, People View Traditional Salespeople As
Having Their Self-Interest As A Priority. This Type Of Salesperson Is Preoccupied With His Or Her Own
Well- Being—Usually Defined In Terms Of Making Money—And Thus Is Selfish And Cannot Be Trusted.
3. Personal Selling Refers To The Personal Communication Of Information To Unselfishly Persuade A
Prospective Customer To Buy Something That Satisfies That Individual's Needs.
ANSWER: True
Learning Objective: 01-01
Topic: A New Definition Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Personal Selling Refers To The Personal Communication Of Information To Unselfishly
Persuade A Prospective Customer To Buy Something—A Good, A Service, An Idea, Or Something Else—
That Satisfies That Individual’s Needs.
4. The Golden Rule Of Personal Selling Describes The Willingness To Plan And Execute Product, Price,
Distribution, And Promotion Plans So As To Create Exchanges That Satisfy Individual And
Organizational Objectives.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>The Golden Rule Of Personal Selling Refers To The Sales Philosophy Of Unselfishly Treating
Others As You Would Like To Be Treated. Reciprocity Is Not Expected.
5. As A Salesperson’s Self-Interest Decreases, A Salesperson’s Interest In Providing Customer Service Is
More Likely To Increase.
ANSWER: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Understand
AACSB: Analytic
Level Of Difficulty: Medium
EXPLANATION>>As Interest In Serving Others Improves, A Person’s Self-Interest Lessens. The More The
Salesperson Considers The Customer’s Interest, The Better The Customer Service.
, 6. An Employee At A Fast-Food Restaurant Who Asks The Manager For A Raise Is Engaged In The
Selling Process.
ANSWER: True
Learning Objective: 01-02 Topic:
Everybody Sells!
Blooms: Understand
AACSB: Analytic
Level Of Difficulty: Medium
EXPLANATION>>You Are Involved In Selling When You Want Someone To Do Something. Therefore, An
Employee Persuading A Manager For A Raise Is In The Process Of Selling.
7. Unlike Traditional And Golden Rule Salespeople, Professional Salespeople Have A Tendency To Attribute
Sales Success To Others Rather Than To Their Own Actions.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Golden Rule Salespeople Tend To Attribute Positive Results To Others Rather Than To
Their Own Personal Efforts. Professional Salespeople Attribute Results To Personal Efforts As Well As
To Their Employer, Customers, And The Economy.
8. Golden Rule Salespeople Tend To Believe That Money Is To Be Shared And That Customer Service Is A
Top Priority.
ANSWER: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Golden Rule Salespeople Are Customer-Focused, So Customer Service Is Important.
Money Is Not The Main Motivation Of Golden Rule Salespeople, So Money Should Be Shared.
Fundamentals Of Selling Customers For Life Through
Service 13th Edition By Charles Futrell.
, TEST BANK FUNDAMENTALS OF SELLING CUSTOMERS FOR LIFE THROUGH SERVICE 13TH EDITION
BY CHARLES FUTRELL.
Chapter 01 The Life, Times, And Career Of The Professional Salesperson
Learning Objectives:
01-01 Define And Explain The Term Selling.
01-02 Explain Why Everyone Sells, Even You.
01-03 Explain The Relationship Between The Definition Of Personal Selling And The Golden Rule Of
Personal Selling.
01-04 Discuss The Reasons As To Why People Might Choose A Sales Career. 01-
05 Enumerate Some Of The Various Types Of Sales Jobs.
01-06 Describe The Job Activities Of Salespeople.
01-07 Define The Characteristics That Salespeople Believe Are Needed For Success In Building
Relationships With Cusatomers.
01-08 List And Explain The 10 Steps In The Sales Process.
True / False Questions
1. Selling And Marketing Are Interchangeable Terms For The Same Business Activity.
ANSWER: False
Learning Objective: 01-01 Topic:
What Is Selling?
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Selling Is A Marketing Component That Refers To The Personal Communication Of
Information To Persuade A Prospective Customer To Buy Something. Marketing Is An Organizational
Function And A Set Of Processes For Creating, Communicating And Delivering Value To Customers And For
Managing Customer Relationships In Ways That Benefit The Organization And Its Stakeholders.
2. According To Recent Gallup Surveys, Most Americans Believe That Traditional Salespeople Are Overly
Interested In The Needs Of Customers.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Understand
AACSB: Analytic
, Level Of Difficulty: Medium
EXPLANATION>>As Gallup’s Survey Poll Of Americans Indicates, People View Traditional Salespeople As
Having Their Self-Interest As A Priority. This Type Of Salesperson Is Preoccupied With His Or Her Own
Well- Being—Usually Defined In Terms Of Making Money—And Thus Is Selfish And Cannot Be Trusted.
3. Personal Selling Refers To The Personal Communication Of Information To Unselfishly Persuade A
Prospective Customer To Buy Something That Satisfies That Individual's Needs.
ANSWER: True
Learning Objective: 01-01
Topic: A New Definition Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Personal Selling Refers To The Personal Communication Of Information To Unselfishly
Persuade A Prospective Customer To Buy Something—A Good, A Service, An Idea, Or Something Else—
That Satisfies That Individual’s Needs.
4. The Golden Rule Of Personal Selling Describes The Willingness To Plan And Execute Product, Price,
Distribution, And Promotion Plans So As To Create Exchanges That Satisfy Individual And
Organizational Objectives.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>The Golden Rule Of Personal Selling Refers To The Sales Philosophy Of Unselfishly Treating
Others As You Would Like To Be Treated. Reciprocity Is Not Expected.
5. As A Salesperson’s Self-Interest Decreases, A Salesperson’s Interest In Providing Customer Service Is
More Likely To Increase.
ANSWER: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Understand
AACSB: Analytic
Level Of Difficulty: Medium
EXPLANATION>>As Interest In Serving Others Improves, A Person’s Self-Interest Lessens. The More The
Salesperson Considers The Customer’s Interest, The Better The Customer Service.
, 6. An Employee At A Fast-Food Restaurant Who Asks The Manager For A Raise Is Engaged In The
Selling Process.
ANSWER: True
Learning Objective: 01-02 Topic:
Everybody Sells!
Blooms: Understand
AACSB: Analytic
Level Of Difficulty: Medium
EXPLANATION>>You Are Involved In Selling When You Want Someone To Do Something. Therefore, An
Employee Persuading A Manager For A Raise Is In The Process Of Selling.
7. Unlike Traditional And Golden Rule Salespeople, Professional Salespeople Have A Tendency To Attribute
Sales Success To Others Rather Than To Their Own Actions.
ANSWER: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Golden Rule Salespeople Tend To Attribute Positive Results To Others Rather Than To
Their Own Personal Efforts. Professional Salespeople Attribute Results To Personal Efforts As Well As
To Their Employer, Customers, And The Economy.
8. Golden Rule Salespeople Tend To Believe That Money Is To Be Shared And That Customer Service Is A
Top Priority.
ANSWER: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
AACSB: Analytic
Level Of Difficulty: Easy
EXPLANATION>>Golden Rule Salespeople Are Customer-Focused, So Customer Service Is Important.
Money Is Not The Main Motivation Of Golden Rule Salespeople, So Money Should Be Shared.
