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. CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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. CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
CORRECT 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.
