TEST $ dk BANK $ d k FOR
Fundamentals of Selling Customers for Life through Service 13th
$dk $dk $dk $dk $dk $dk $dk $dk $dk
Edition by Charles Futrell.
$dk $dk $dk $dk
Chapter $dk01 $dkThe $dkLife, $dkTimes, $dkand $dkCareer $dkof $dkthe $dkProfessional $dkSalesperson
Learning $dkObjectives:
01-01 $ d k Define $dkand $dkexplain $dkthe $dkterm
$dkselling. $dk01-02 $ d k Explain $dkwhy $dkeveryone
$dksells, $dkeven $dkyou.
01-03 Explain $dkthe $dkrelationship $dkbetween $dkthe $dkdefinition $dkof $dkpersonal $dkselling $dkand $dkthe
$dkGolden $dkRule $dkof $dkPersonal $dkSelling.
01-04 Discuss $dkthe $dkreasons $dkas $dkto $dkwhy $dkpeople $dkmight $dkchoose $dka
$dksales $dkcareer. $dk01-05 $ d k Enumerate $dksome $dkof $dkthe $dkvarious $dktypes
$dkof $dksales $dkjobs.
01-06 Describe $dkthe $dkjob $dkactivities $dkof $dksalespeople.
01-07 Define $dkthe $dkcharacteristics $dkthat $dksalespeople $dkbelieve $dkare $dkneeded $dkfor $dksuccess
$dkin $dkbuilding $dkrelationships $dkwith $dkcustomers.
01-08 List $dkand $dkexplain $dkthe $dk10 $dksteps $dkin $dkthe $dksales $dkprocess.
True $dk/ $dkFalse $dkQuestions
1. Selling $dkand $dkmarketing $dkare $dkinterchangeable $dkterms $dkfor $dkthe $dksame
$dkbusiness $dkactivity. $dkAnswer: $dkFalse
Learning $dkObjective: $dk01-
01 $dkTopic: $dkWhat $dkIs
$dkSelling?
Blooms: $dkRemember
$dkAACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $dkSelling $dkis $dka $dkmarketing $dkcomponent $dkthat $dkrefers $dkto $dkthe $dkpersonal $dkcommunication
$dkof $dkinformation $dkto $dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething. $dkMarketing $dkis $dkan
$dkorganizational $dkfunction $dkand $dka $dkset $dkof $dkprocesses $dkfor $dkcreating, $dkcommunicating $dkand
$dkdelivering $dkvalue $dkto $dkcustomers $dkand $dkfor $dkmanaging $dkcustomer $dkrelationships $dkin $dkways $dkthat
$dkbenefit $dkthe $dkorganization $dkand $dkits $dkstakeholders.
2. According $dkto $dkrecent $dkGallup $dksurveys, $dkmost $dkAmericans $dkbelieve $dkthat $dktraditional
$dksalespeople $dkare $dkoverly $dkinterested $dkin $dkthe $dkneeds $dkof $dkcustomers.
Answer: $dkFalse
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal $dkSelling
Blooms: All $ d k Chapters $ d k Included $ d k ⬛$dk⬛$dk⬛
$dkUnderstand
$dkAACSB: $dkAnalytic
,Level $dkof $dkDifficulty: $dkMedium
Explanation: $dkAs $dkGallup’s $dksurvey $dkpoll $dkof $dkAmericans $dkindicates, $dkpeople $dkview $dktraditional
$dksalespeople $dkas $dkhaving $dktheir $dkself-interest $dkas $dka $dkpriority. $dkThis $dktype $dkof $dksalesperson $dkis
$dkpreoccupied $dkwith $dkhis $dkor $dkher $dkown $dkwell- $dkbeing—usually $dkdefined $dkin $dkterms $dkof $dkmaking
$dkmoney—and $dkthus $dkis $dkselfish $dkand $dkcannot $dkbe $dktrusted.
3. Personal $dkselling $dkrefers $dkto $dkthe $dkpersonal $dkcommunication $dkof $dkinformation $dkto $dkunselfishly
$dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething $dkthat $dksatisfies $dkthat $dkindividual's
$dkneeds.
Answer: $dkTrue
Learning $dkObjective: $dk01-01
Topic: $dkA $dkNew $dkDefinition $dkof $dkPersonal
$dkSelling $dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Personal $dkselling $dkrefers $dkto $dkthe $dkpersonal $dkcommunication $dkof $dkinformation $dkto
$dkunselfishly $dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething—a $dkgood, $dka $dkservice, $dkan
$dkidea, $dkor $dksomething $dkelse—that $dksatisfies $dkthat $dkindividual’s $dkneeds.
4. The $dkGolden $dkRule $dkof $dkPersonal $dkSelling $dkdescribes $dkthe $dkwillingness $dkto $dkplan $dkand $dkexecute
$dkproduct, $dkprice, $dkdistribution, $dkand $dkpromotion $dkplans $dkso $dkas $dkto $dkcreate $dkexchanges $dkthat
$dksatisfy $dkindividual $dkand $dkorganizational $dkobjectives.
Answer: $dkFalse
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal
$dkSelling $dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k The $dkGolden $dkRule $dkof $dkPersonal $dkSelling $dkrefers $dkto $dkthe $dksales $dkphilosophy $dkof
$dkunselfishly $dktreating $dkothers $dkas $dkyou $dkwould $dklike $dkto $dkbe $dktreated. $dkReciprocity $dkis $dknot
$dkexpected.
5. As $dka $dksalesperson’s $dkself-interest $dkdecreases, $dka $dksalesperson’s $dkinterest $dkin $dkproviding
$dkcustomer $dkservice $dkis $dkmore $dklikely $dkto $dkincrease.
Answer: $dkTrue
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal
$dkSelling $dkBlooms: $dkUnderstand
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkMedium
Explanation: $ d k As $dkinterest $dkin $dkserving $dkothers $dkimproves, $dka $dkperson’s $dkself-interest $dklessens. $dkThe
$dkmore $dkthe $dksalesperson $dkconsiders $dkthe $dkcustomer’s $dkinterest, $dkthe $dkbetter $dkthe $dkcustomer
$dkservice.
,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.
, 9. A $dkretail $dksalesperson $dksells $dkgoods $dkor $dkservices $dkto $dkconsumers $dkfor $dkpersonal $dkand
$dkbusiness $dkuse. $dkAnswer: $dkFalse
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k A $dkretail $dksalesperson $dksells $dkgoods $dkor $dkservices $dkto $dkconsumers $dkfor $dktheir $dkpersonal,
$dknonbusiness $dkuse. $dkRetailers $dkdo $dknot $dksell $dkgoods $dkor $dkservices $dkfor $dkbusiness $dkusage.
10. A $dkcustomer $dkcontact $dkperson $dkperforms $dkthe $dksame $dktasks $dkas $dka
$dksalesperson. $dkAnswer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Each $dkcustomer $dkcontact $dkperson $dktakes $dkyour $dkmoney $dkand $dkprovides $dka $dkgood $dkor
$dkservice $dkin $dkreturn. $dkCustomer $dkcontact $dkperson $dkis $dkanother $dkname $dkfor $dka $dksalesperson.
$dkAlthough $dkthe $dktitle $dkmay $dkbe $dkdifferent, $dktheir $dkjob $dkis $dkthe $dksame—to $dkhelp $dkyou $dkbuy.
11. Direct $dksellers $dksell $dkface-to-face $dkto $dkconsumers $dkwho $dkuse $dkthe $dkproducts $dkfor $dktheir
$dkpersonal $dkuse. $dkAnswer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Direct $dksellers $dksell $dkface-to-face $dkto $dkconsumers—typically $dkin $dktheir $dkhomes—who
$dkuse $dkthe $dkproducts $dkfor $dktheir $dkpersonal $dkuse.
12. A $dkwholesale $dksalesperson $dkwould $dksell $dkathletic $dkshoes $dkto $dka $dksporting $dkgoods $dkstore $dkwhich
$dkin $dkturn $dkwould $dkresell $dkthe $dkshoes $dkto $dkindividual $dkcustomers.
Answer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkUnderstand
AACSB: $dkAnalytic
Fundamentals of Selling Customers for Life through Service 13th
$dk $dk $dk $dk $dk $dk $dk $dk $dk
Edition by Charles Futrell.
$dk $dk $dk $dk
Chapter $dk01 $dkThe $dkLife, $dkTimes, $dkand $dkCareer $dkof $dkthe $dkProfessional $dkSalesperson
Learning $dkObjectives:
01-01 $ d k Define $dkand $dkexplain $dkthe $dkterm
$dkselling. $dk01-02 $ d k Explain $dkwhy $dkeveryone
$dksells, $dkeven $dkyou.
01-03 Explain $dkthe $dkrelationship $dkbetween $dkthe $dkdefinition $dkof $dkpersonal $dkselling $dkand $dkthe
$dkGolden $dkRule $dkof $dkPersonal $dkSelling.
01-04 Discuss $dkthe $dkreasons $dkas $dkto $dkwhy $dkpeople $dkmight $dkchoose $dka
$dksales $dkcareer. $dk01-05 $ d k Enumerate $dksome $dkof $dkthe $dkvarious $dktypes
$dkof $dksales $dkjobs.
01-06 Describe $dkthe $dkjob $dkactivities $dkof $dksalespeople.
01-07 Define $dkthe $dkcharacteristics $dkthat $dksalespeople $dkbelieve $dkare $dkneeded $dkfor $dksuccess
$dkin $dkbuilding $dkrelationships $dkwith $dkcustomers.
01-08 List $dkand $dkexplain $dkthe $dk10 $dksteps $dkin $dkthe $dksales $dkprocess.
True $dk/ $dkFalse $dkQuestions
1. Selling $dkand $dkmarketing $dkare $dkinterchangeable $dkterms $dkfor $dkthe $dksame
$dkbusiness $dkactivity. $dkAnswer: $dkFalse
Learning $dkObjective: $dk01-
01 $dkTopic: $dkWhat $dkIs
$dkSelling?
Blooms: $dkRemember
$dkAACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $dkSelling $dkis $dka $dkmarketing $dkcomponent $dkthat $dkrefers $dkto $dkthe $dkpersonal $dkcommunication
$dkof $dkinformation $dkto $dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething. $dkMarketing $dkis $dkan
$dkorganizational $dkfunction $dkand $dka $dkset $dkof $dkprocesses $dkfor $dkcreating, $dkcommunicating $dkand
$dkdelivering $dkvalue $dkto $dkcustomers $dkand $dkfor $dkmanaging $dkcustomer $dkrelationships $dkin $dkways $dkthat
$dkbenefit $dkthe $dkorganization $dkand $dkits $dkstakeholders.
2. According $dkto $dkrecent $dkGallup $dksurveys, $dkmost $dkAmericans $dkbelieve $dkthat $dktraditional
$dksalespeople $dkare $dkoverly $dkinterested $dkin $dkthe $dkneeds $dkof $dkcustomers.
Answer: $dkFalse
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal $dkSelling
Blooms: All $ d k Chapters $ d k Included $ d k ⬛$dk⬛$dk⬛
$dkUnderstand
$dkAACSB: $dkAnalytic
,Level $dkof $dkDifficulty: $dkMedium
Explanation: $dkAs $dkGallup’s $dksurvey $dkpoll $dkof $dkAmericans $dkindicates, $dkpeople $dkview $dktraditional
$dksalespeople $dkas $dkhaving $dktheir $dkself-interest $dkas $dka $dkpriority. $dkThis $dktype $dkof $dksalesperson $dkis
$dkpreoccupied $dkwith $dkhis $dkor $dkher $dkown $dkwell- $dkbeing—usually $dkdefined $dkin $dkterms $dkof $dkmaking
$dkmoney—and $dkthus $dkis $dkselfish $dkand $dkcannot $dkbe $dktrusted.
3. Personal $dkselling $dkrefers $dkto $dkthe $dkpersonal $dkcommunication $dkof $dkinformation $dkto $dkunselfishly
$dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething $dkthat $dksatisfies $dkthat $dkindividual's
$dkneeds.
Answer: $dkTrue
Learning $dkObjective: $dk01-01
Topic: $dkA $dkNew $dkDefinition $dkof $dkPersonal
$dkSelling $dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Personal $dkselling $dkrefers $dkto $dkthe $dkpersonal $dkcommunication $dkof $dkinformation $dkto
$dkunselfishly $dkpersuade $dka $dkprospective $dkcustomer $dkto $dkbuy $dksomething—a $dkgood, $dka $dkservice, $dkan
$dkidea, $dkor $dksomething $dkelse—that $dksatisfies $dkthat $dkindividual’s $dkneeds.
4. The $dkGolden $dkRule $dkof $dkPersonal $dkSelling $dkdescribes $dkthe $dkwillingness $dkto $dkplan $dkand $dkexecute
$dkproduct, $dkprice, $dkdistribution, $dkand $dkpromotion $dkplans $dkso $dkas $dkto $dkcreate $dkexchanges $dkthat
$dksatisfy $dkindividual $dkand $dkorganizational $dkobjectives.
Answer: $dkFalse
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal
$dkSelling $dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k The $dkGolden $dkRule $dkof $dkPersonal $dkSelling $dkrefers $dkto $dkthe $dksales $dkphilosophy $dkof
$dkunselfishly $dktreating $dkothers $dkas $dkyou $dkwould $dklike $dkto $dkbe $dktreated. $dkReciprocity $dkis $dknot
$dkexpected.
5. As $dka $dksalesperson’s $dkself-interest $dkdecreases, $dka $dksalesperson’s $dkinterest $dkin $dkproviding
$dkcustomer $dkservice $dkis $dkmore $dklikely $dkto $dkincrease.
Answer: $dkTrue
Learning $dkObjective: $dk01-03
Topic: $dkThe $dkGolden $dkRule $dkof $dkPersonal
$dkSelling $dkBlooms: $dkUnderstand
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkMedium
Explanation: $ d k As $dkinterest $dkin $dkserving $dkothers $dkimproves, $dka $dkperson’s $dkself-interest $dklessens. $dkThe
$dkmore $dkthe $dksalesperson $dkconsiders $dkthe $dkcustomer’s $dkinterest, $dkthe $dkbetter $dkthe $dkcustomer
$dkservice.
,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.
, 9. A $dkretail $dksalesperson $dksells $dkgoods $dkor $dkservices $dkto $dkconsumers $dkfor $dkpersonal $dkand
$dkbusiness $dkuse. $dkAnswer: $dkFalse
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k A $dkretail $dksalesperson $dksells $dkgoods $dkor $dkservices $dkto $dkconsumers $dkfor $dktheir $dkpersonal,
$dknonbusiness $dkuse. $dkRetailers $dkdo $dknot $dksell $dkgoods $dkor $dkservices $dkfor $dkbusiness $dkusage.
10. A $dkcustomer $dkcontact $dkperson $dkperforms $dkthe $dksame $dktasks $dkas $dka
$dksalesperson. $dkAnswer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Each $dkcustomer $dkcontact $dkperson $dktakes $dkyour $dkmoney $dkand $dkprovides $dka $dkgood $dkor
$dkservice $dkin $dkreturn. $dkCustomer $dkcontact $dkperson $dkis $dkanother $dkname $dkfor $dka $dksalesperson.
$dkAlthough $dkthe $dktitle $dkmay $dkbe $dkdifferent, $dktheir $dkjob $dkis $dkthe $dksame—to $dkhelp $dkyou $dkbuy.
11. Direct $dksellers $dksell $dkface-to-face $dkto $dkconsumers $dkwho $dkuse $dkthe $dkproducts $dkfor $dktheir
$dkpersonal $dkuse. $dkAnswer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkRemember
AACSB: $dkAnalytic
Level $dkof $dkDifficulty: $dkEasy
Explanation: $ d k Direct $dksellers $dksell $dkface-to-face $dkto $dkconsumers—typically $dkin $dktheir $dkhomes—who
$dkuse $dkthe $dkproducts $dkfor $dktheir $dkpersonal $dkuse.
12. A $dkwholesale $dksalesperson $dkwould $dksell $dkathletic $dkshoes $dkto $dka $dksporting $dkgoods $dkstore $dkwhich
$dkin $dkturn $dkwould $dkresell $dkthe $dkshoes $dkto $dkindividual $dkcustomers.
Answer: $dkTrue
Learning $dkObjective: $dk01-05
Topic: $dkWhy $dkChoose $dka $dkSales $dkCareer?
$dkBlooms: $dkUnderstand
AACSB: $dkAnalytic
