ABCs of Relationship Selling Through Service 6th Canadian Edition Test Bank

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11.Which of the following statements about the importance of salespeople and selling is true?A.Salespeople are responsible for the success of new products, but have little to do with keepingexisting products in the marketplace.B.Salespeople are responsible for keeping existing products in the marketplace, but have little todo with the success of new products.C.The term selling and marketing should be used interchangeably.D.Salespeople have a direct impact on the successful operation of most businesses.E.Only the legal profession generates more revenue in our economy than the selling profession.2.Which of the following statements about the importance of salespeople and selling is true?A.Theefforts of salespeople are not instrumental in keeping existing products on retailers'shelves.B.Salespeople have no direct impact on the success of new products.C.No other profession generates less revenue in our economy than the selling profession.D.Salespeople have an indirect impact on the constructing of manufacturing facilities.E.The lack of selling capability puts people at a disadvantage.3.According to the textbook, which of the following terms best describespersonal communication ofinformation as a process to persuade a prospective customer to buy something that satisfies hisor her needs?A.MarketingB.Personal SellingC.PromotionD.Public relationsE.Advertising4.As described in the text, which of the following terms doesnotdescribe the act of selling?A.communicatingB.persuadingC.marketingD.helpingE.suggesting

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5.Which of the following scenarios are classified as selling?A.when you go to an interview with a potential employerB.when lawyers try to convince clients to sueC.when a student attempts to convince a professor to change a gradeD.when you ask someone to accompany you on a shopping tripE.Allof the scenarios are correct6.Which of the following isnota reason why a person may choose a sales career?A.the rewards offered by a career in salesB.the challenge of sellingC.the opportunities for advancementD.thelimited number of jobs availableE.sense of accomplishment7.Mary is thinking of pursuing a career in sales. Which of the following is most likely a characteristicassociated with sales that Mary should value?A.a job that isunchanging and requires a minimal number of skills be masteredB.the rewards offered by a career in salesC.the freedom of being self-employedD.the restricted opportunities for advancementE.None of the characteristic are correct8.Which of the following choices describe the sales force of the 21stcentury as compared to thesales force of earlier years?A.include a lower number of workersB.contain a higher percentage of menC.be more ethnically diverse to reflect the demographic of the Canadian marketD.be less productive than what exists todayE.be less well trained than in previous decades

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9.Carlos works in the Jewelry department at The Bay. His main duties include; helping you make apurchasedecision, entering your order and finalizing payment. Which of the following job titleswould best describe Carlos' job at the Bay?A.sales clerkB.sales engineerC.order getterD.service salespersonE.accountrepresentative10.Aaron is a sales representative for a wholesale office supply company. Which of the followingwouldnotbe part of his job to sell office supplies to?A.a university studentB.the governmentC.a publicrelations agencyD.a physicians' office that needs new file foldersE.a hospital accounting department11.According to the textbook, which of the following is NOT considered a skill requirement of asalesperson?A.desire to be thetop salesperson above all elseB.ability to empathize with customersC.relationship building skillsD.knowledge of the industryE.having a service focus12.Which of the following is true?A.the latest version of CRMsoftware will make sales people obsoleteB.technology will improve the advisory role of salespeopleC.technology, particularly social media, will not impact the effectiveness of sales peopleD.Web 2.0 will limit a salesperson's ability toengage customers efficiently and effectivelyE.the use of smart phone apps in selling will be limited to direct end users

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13.Which of the following isnota type of salesperson that you would typically find selling for amanufacturer?A.account representativeB.detail salespersonC.sales engineerD.sales clerkE.industrial products salesperson14.Jennifer is asaleswoman for a manufacturer of small kitchen appliances. She does not directlysolicit orders. Her primary duties involve promotional activities and introducing new products toher employer's customers. She spends much of her time demonstrating appliances at variousretail stores and providing product knowledge seminars. Which of the following best describesJennifer's job title?A.retail salespersonB.merchandiserC.sales engineerD.service salespersonE.accountrepresentative15.Tom is a salesperson for HPM Industries which sells machines for moulding plastic furniture.HPM has developed a machine that is 50 percent smaller than what is currently on the marketand costs 25 percent more. It is Tom's job to show potential customers how the new machine willsave them money in the long-run. He must be able to address each customer's needs withtechnical know-how and an ability to communicate his knowledge. Which of the following bestdescribes Tom's job title?A.retail salespersonB.detail salespersonC.technical representativeD.service salespersonE.account representative

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16.Andrea sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture offurniture. The products she sells to furniture makers is nontechnical in nature. Which of thefollowing would best describe Andrea's job?A.account representativeB.sales clerkC.technical specialistD.order takerE.salesrepresentative17.Markus works at a call centre for Sprint long-distance service. If you want to change your long-distance carrier to Sprint, you can call him on the telephone, and he will sell you Sprint servicesand offer you a menu of"packages" to meet all your long-distance needs. What term bestdescribes Markus role at Sprint?A.detail salespersonB.order desk clerkC.service salespersonD.wholesale salespersonE.order getter18.Thesesalespeople obtain new and repeat business using creative sales strategies and well-executed sales presentations. Which of the following terms best describes this type ofsalesperson?A.collectorB.takerC.captureD.detailE.getter19.According to the text, what is the most important thing leading to success in selling and in life?A.persuading prospects that their current product is no longer satisfactoryB.the basic personal characteristic of hard workC.handling a prospect's questions and objectionsD.persuading people that they can afford something they think they cannotE.dealing with prospects who resent the salesperson coming to see them

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20.Relationship Selling refers to the ideathat:A.Salespeople are no longer considered adversaries who manipulate peopleB.Salespeople want to be partners and problem solvers for their customersC.A Salesperson's goal is to build a long term relationship with customers.D.Salespeople seek to benefit their employer, themselves, and their customersE.All of these choices are correct21.The salary earned by a beginning sales representative is best characterized as?A.higher than most professionaloccupationsB.the same as other occupationsC.tied to the level of education you haveD.lower than many occupations but tends to rise rapidly with hard workE.lower than typical occupations in the hospitality industry22.Which ofthe following is typically a foundation for a career in sales management?A.sales trainee or sales clerkB.salespersonC.sales representativeD.key account salespersonE.assistant sales representative23.In a large firm, asalesperson's career path usually begins in which of the following roles?A.salespersonB.sales representativeC.key account salespersonD.customer service representativeE.assistant sales representative

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24.Which of thefollowing roles best describes the position of a senior salesperson who oversees thecustomer relationships within a designated territory?A.regional sales representativeB.detail salespersonC.sales representativeD.order takerE.key account salesperson25.The textbook identifies two general classifications of rewards associated with a sales role. Whichof the following pairs' best describes these classifications of rewards?A.financial and nonfinancialB.psychological and intrinsicC.pay and indirect benefitsD.physiological and psychologicalE.organizational and individual26.John works as a salesperson for a new car dealership in Vancouver, British Columbia. He hashad afantastic day as he sold 4 new cars. When reflecting back on his day, he was the mostpleased with seeing the customers' happy expressions as they drove away from the dealership inshiny new cars. Which of the following best describes this type of reward?A.invaluable rewardB.extrinsic rewardC.intrinsic rewardD.external rewardE.financial reward27.Usually, the first sales management position to which a salesperson is promoted is?A.senior salespersonB.district sales managerC.key sales managerD.regional sales managerE.divisional sales manager

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28.Which of the following isnotrelated to the financial rewards that a salesperson receives?A.travel expensesB.salaryC.intrinsic incomeD.entertainment allowanceE.company car29.The text suggests several questions you should ask yourself as youdecide whether a career insales is appropriate for you. Which one of the following is NOT one of the questions that youshould ask before beginning a career in sales?A.How much freedom do I want in a job?B.Do I have the personality characteristics for the job?C.Am I willing to transfer to another city?D.What are my past accomplishments?E.How much money do I want to earn?30.One of your friends at university is considering a sales position with a local telecommunicationcompany. She seeks your advice on this issue. Which one of the following isnota question youshould ask your friend so she may determine if in fact sales is a good career choice for her?A.How much freedom does she want in a job?B.Are your university grades high enough?C.How much travelling is she willing to do?D.Is she willing to transfer to another province?E.What are herpersonal and professional goals?31.Which of the following isnotidentified by the text as a characteristic of a successfulsalesperson?A.willingness to work hardB.love of the jobC.ability to handle paperworkD.optimistic outlookE.ability to listen to customers

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32.Which of the following isnota part of a salesperson's need to achieve?A.believing in your customerB.a high desire for successC.a strong work ethicD.persistenceE.breaking through self-imposed limitations33.As a part of having an optimistic outlook, a successful salesperson must have which of thefollowing characteristics?A.believe in yourselfB.think of yourself as asuccessC.be enthusiastic when helping buyersD.be positive in your outlook on life and the jobE.All of the choices are correct34.In order to be thoroughly knowledgeable in all aspects of their business, a successfulsalespersonshould actively pursue knowledge and information on which of the following areas?A.product knowledgeB.general business knowledgeC.up-to-date selling techniquesD.local, provincial, federal, and international newsE.all of the choices are correct35.Which of the following statements about sales success is true?A.Successful salespeople often can avoid providing service to customers if they present a "niceguy" image.B.For success in sales, it ismore important to speak well than to listen well.C.A successful salesperson may either be enthusiastic or knowledgeable, these characteristicsare perfectly interchangeable.D.Successful salespeople place a high value on their time.E.Asking questions and monopolizing the conversation are traits of an effective salesperson.

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36.Which of the following best describes how the Pareto principle relates to selling?A.Successful salespeople should listen twice as much as they talk.B.In any human activity, the biggest results usually arise from a small number of activities.C.The mind is like a muscle; if it is unused, it deteriorates.D.To persuade a prospect to purchase your product you must first persuade him to"buy" yourservice.E.Listening is a better selling tool than talking.37.When Marissa performs the functions of planning, organizing, and executing activities thatincrease sales and profits in her territory, she is engaged in which of thefollowing activities?A.territory managementB.operatingC.sales managementD.marketingE.time management38.The functions of a salesperson in his or her role as manager of a territory include:A.providingsolutions to customer's problemsB.providing service to customersC.providing company with market informationD.helping customers use products after they are purchasedE.All of the choices are correct39.As a part ofproviding service to customers, a salesperson would be expected to:A.return damaged merchandiseB.handle complaintsC.work at the customer's businessD.suggest business opportunitiesE.all of the choices are correct

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40.Which of the following statements about a salesperson's duties relating to providing the companywith market information is true?A.Information on competitorsB.Salespeople are not expected to become involved with customers'complaints.C.Providing customer supportD.Once a product is sold to a customer, responsibility for product functions shifts to the retailer.E.Help retailers resell products to end users41.Which of the following choice isnotclassified under "building good will with customers."A.face-to-face contactB.building trust with customersC.ignore the Pareto PrincipleD.build relationships with everyone involved in the buying decisionE.meeting customers' needs42.Fundamentally, what is the main goal of "relationship marketing"?A.creates social responsibilityB.eliminates cognitive dissonanceC.is another term for reciprocal sellingarrangementsD.is the creation of customer loyaltyE.only occurs with transaction selling43.When Lyndale Industries, a regional producer of specialty baked goods, purchased a deliveryvan, the salesperson knew that once the sale was made, there was no need in maintainingfurther contact with the company. Lyndale would not be purchasing any more vans in theforeseeable future. This is an example of what kind of selling?A.transformational sellingB.intrinsic sellingC.relationship sellingD.transactional sellingE.proactive Selling

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44.When Arthur sold a computer network to a Fortune 500 company, he often called on thecompany's purchasing department to see if employees were satisfied with thenetwork and to seeif the company had any need for an upgrade or additional software. This is an example of whatkind of selling?A.transformational sellingB.customer maintenanceC.relationship sellingD.transactional sellingE.proactive marketing45.Teresa has landed a sales job with a local winery as a Senior Sales Person. In preparing for hernew job, Teresa begun to compile a list of potential customer she may be calling during her firstmonth on the job. The process of locating potential customers is part of which step in the sellingprocess?A.pre-approachB.trial closeC.meeting objectionsD.follow-up and serviceE.prospecting46.After making a sales presentation, Rick asks aprospect for his opinion about the product he isselling. Which step in the selling process is Rick most likely engaged in?A.prospectingB.a trial closeC.a trial balloonD.follow-up and serviceE.pre-approach47.Lucy hasjust satisfactorily answered an objection voiced by her prospect. What is the next sellingstep for her?A.approachB.presentationC.trial closeD.closeE.prospecting

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48.Which of the following activities are likelynotto be included in the presentation step of acustomer relationship selling process?A.determining sales call objectivesB.linking product function to customers' needsC.providingevidence statementsD.uncovering other needsE.identifying potential customer resistance points49.The article, "Do You Have the Five Key Skills to Succeed in Sales" identifies five skills that willhelp salespeople be successful in the new economy. Which of the following skills isnotidentifiedin the article?A.Be dedicated to your customersB.Value and work well with staff from other department in the companyC.Never forget the Pareto Principle-acquire customers and letothers in the company servicethemD.understand the market you serve50.According to the text, which of the following best describes Empathy?A.feeling sorry for your customerB.listening carefully to your customerC.figuratively put yourself in someone else's shoesD.worrying about your sales performanceE.all of these answers describe empathy51.Which of the following arenotresponsibilities usually associated with a Technical SalesRepresentative?A.interacting with customersB.increasing sales to accountsC.providing technical knowledgeD.taking phone-in ordersE.developing technical solutions

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52.Which of the following best describes characteristics often associated with Key AccountRepresentatives?A.identify key accounts and develop ongoing relationships with themB.typically earn between $35,000 and $45,000 per yearC.takeorders from their desksD.arrange for and set up displays in storesE.only require a high school education53.John, a human resource specialist, has been asked to compile a list of rewards that should beclassified as nonfinancial. From the choices below, which should Johnnotinclude in his list?A.feeling of self-worthB.meeting challengesC.earning financial bonusesD.respect within a companyE.recognition54.When sales managers recruit salespeople, which of the following characteristics would beLEASTlikely to attract them?A.optimistic outlookB.enthusiasmC.willingness to work hardD.desire for a high starting incomeE.experience55.Selling and marketing arenotsynonymous.TrueFalse56.Everybody sells at some point in professional and personal settings.TrueFalse57.The authors of this textbook postulate that technology will have anegative impact on sales roles.Furthermore, they go as far as stating that technology will make salespersons obsolete.TrueFalse

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58.Retail sales clerks need no experience or knowledge about the products they sell as they arepurely order-takers.TrueFalse59.The primary job of Customer Service Reps is to process orders, prepare correspondence andensure customer satisfaction.TrueFalse60.Merchandisers perform the full set of selling functions for manufacturers, while needing topossess tremendous flexibility by working hours that cater to the needs of retailers.TrueFalse61.Order Desk Clerks enjoy the travel associated with their jobs.TrueFalse62.In the field of sales, there is often aninverse relationship between the complexity of the job andcompensation levels.TrueFalse63.Top Sales Executives can earn well over $100,000 per year in Canada.TrueFalse64.Because of the consultative nature of their job, OrderGetters typically make less than OrderTakers.TrueFalse65.People generally avoid sales careers because it restricts their activities too much.TrueFalse66.Because sales jobs offer higher non-financial rewards than most other areas of corporateCanada, the compensation of salespeople is typically lower than that of workers in areas likeproduction and personnel who are at a comparable level in the organization.TrueFalse

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