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Test Bank for Selling Today: Partnering to Create Value, 14th Edition

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    1 Selling Today: Partnering to Create Value, 14e (Manning/Ahearne/Reece) Chapter 1 Relationship Selling Opportunities in the Information Economy 1) The three prescriptions involved in developing a personal-selling philosophy are to adopt the marketing concept, to assume the role of problem solver or partner in helping customers make informed and intelligent business decisions, and to: A) value personal selling B) assess risk accurately C) learn skills of persuasion D) overcome objections E) create a pipeline Answer: A Diff: 1 Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for the entire Southwest region. He is good at his job, and his greatest personal satisfaction–also the cause of his steady rise in the company–is his ability to understand customers and their needs and to sell them appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long- term, profitable sales relationships. 2) Sanchez's success is due largely to the fact that: A) he was born with the personality of a successful salesperson and capitalized on that B) he understood the key factors involved in becoming an excellent salesperson and worked to develop skills to support those factors C) he has unlimited energy and makes more cold calls than any other salesperson at his level in the company D) he knows how to persuade prospects to buy the products he is selling E) men tend to be more successful at selling industrial products than women are Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy

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    2 3) To become a successful salesperson, Sanchez had to adopt a personal selling philosophy. Which of the three prescriptions of that philosophy is not only a mindset but a skill that he has practiced and honed to become successful? A) adopt the marketing concept B) value personal selling C) assume the role of problem solver or partner in helping customers make informed and intelligent buying decisions D) focus on product knowledge and everything else will follow E) develop the ability to create rapport with customers so they are buying from a friend Answer: C Diff: 3 AACSB: Application of Knowledge Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an accounting major, but discovered that she is interested in product marketing and sales. 4) What essential quality will Roni need to have to be successful in sales? A) She will need to enjoy interacting with potential customers and customers. B) She will need to enjoy making money. C) She will need to enjoy creating branding and marketing campaigns for products. D) She will need to enjoy servicing customers who have purchased the product from the company. E) She will need to enjoy competing fiercely with other salespeople for sales and commissions. Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy 5) Assuming the role of a problem solver is part of developing a personal-selling philosophy. Answer: TRUE Diff: 1 Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy

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    3 6) Salespeople use social media to: A) design web pages with product features B) learn to use administrative software C) create and maintain customer contact D) set up mobile offices from their vehicles E) automate selling so they do not have to make client contact Answer: C Diff: 2 AACSB: Information Technology Objective: LO 1.2: Describe the emergence of relationship selling in the age of information 7) The phrase "information economy" refers to the shift in the economy from: A) agricultural production to industrial activity B) industrial activity to agricultural production C) industrial activity to an emphasis on information processing D) information processing to industrial activity E) agricultural production to information processing Answer: C Diff: 2 Objective: LO 1.2: Describe the emergence of relationship selling in the age of information 8) Technology has increased the speed at which we collect customer intelligence and disseminate product information, and it allows salespeople to add value for their employers by doing which of the following in addition to selling to customers? A) distributing information to competitors B) gathering information on the marketplace C) purchasing from vendors in adjacent industries D) developing sales training programs for external clients E) performing marketing and strategy functions Answer: B Diff: 3 Objective: LO 1.2: Describe the emergence of relationship selling in the age of information

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    4 Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for the entire Southwest region. He is good at his job, and his greatest personal satisfaction–also the cause of his steady rise in the company–is his ability to understand customers and their needs and to sell them appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long- term, profitable sales relationships. 9) Sanchez and his department are most likely using which of the following sales methods? A) unified selling B) value-added selling C) transactional selling D) traditional selling E) economy selling Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.2: Describe the emergence of relationship selling in the age of information 10) Which of the following trends in sales has led to an increase in both the education and skills a salesperson needs? A) an increase in commission per sale B) an increase in the time spent on personal relationships C) an increase in web-based selling channels D) a shift from in-person to telephone sales E) a shift from "selling" to "consulting" Answer: E Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 11) Of the following activities routinely performed by salespeople, which one contributes LEAST financially to both the salesperson and the company? A) service calls B) face-to-face selling C) telephone selling D) waiting and traveling E) billing clients Answer: D Diff: 2 AACSB: Analytical Thinking Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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    5 12) Some top-performing salespeople earn more than their managers. This compensation is most likely made up of: A) bonuses only B) base salary, commissions, bonuses, and incentives C) commissions and charge-backs D) bonuses and dividends E) IPOs and base salary Answer: B Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 13) On average, an experienced, high-performing salesperson will find the highest compensation opportunities with which type of selling? A) feature/benefit B) transactional C) value-added D) solution E) directed Answer: C Diff: 3 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 14) Psychic income in selling most likely refers to which one of the following? A) visibility provided by working in the sales department B) satisfaction of being on a commission payment plan C) high commissions earned because of successful "intuitive" selling D) opportunity to be a member of the sales team E) job recognition afforded sales personnel Answer: E Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 15) Salespeople are competitive with workers in other positions when being considered for promotion to positions of greater responsibilities because salespeople: A) have limited opportunities for advancement in the sales department B) are compensated primarily through psychic income C) have worked for many companies in their careers D) have numerous opportunities to advance to middle-management ranks E) have high visibility within companies already relative to other positions Answer: E Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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    6 16) There is a pay gap between men and women in the field of sales, with men earning more than women. Despite this, sales represents an excellent financial opportunity for women for which of the following reasons? A) The pay gap in sales is less than the pay gap in the workforce overall. B) The pay gap varies from company to company. C) The pay gap is only an issue in certain industries. D) The psychic income from sales is equivalent to the value of the pay gap. E) The psychic income from sales cannot be quantified. Answer: A Diff: 3 AACSB: Diverse and Multicultural Work Environments Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for the entire Southwest region. He is good at his job, and his greatest personal satisfaction–also the cause of his steady rise in the company–is his ability to understand customers and their needs and to sell them appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long- term, profitable sales relationships. 17) Which of the following would be a reason for Sanchez to remain in his Senior Regional Sales Director position instead of moving to executive management? A) Upper management makes a much larger salary than a Senior Regional Sales Director does. B) The Senior Regional Sales Director position spends a significant amount of time traveling the territory every month. C) He would be one of the only Latino members of the upper management team. D) He has more freedom to direct his own business strategy in sales than he does in upper management. E) The company likes to promote employees with sales backgrounds into upper management. Answer: D Diff: 3 AACSB: Application of Knowledge Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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    7 Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an accounting major, but discovered that she is interested in product marketing and sales. 18) Despite her interest in sales, Roni is concerned when she learns that, on average, female salespeople make less money than do male salespeople. Which one of the following statements is most likely true? A) Male salespeople have controlled the industry for almost a century, so there is no reason to think female salespeople will ever be able to equal male earnings. B) Male salespeople would like to earn salaries equal to the salaries of female salespeople, but industry regulations have set their starting salaries at unequal rates. C) Female salespeople will never earn as much as male salespeople will in certain industries, such as heavy industry and transportation. D) Female salespeople make less money than male salespeople do because they must take care of their families and therefore cannot be as focused on their jobs as men are. E) The difference between the average earnings of female and male salespeople is less than the difference between the average earnings of female and male workers in other professions. Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 19) Right before graduation, Roni receives two job offers. One is for a sales position and offers a base salary of $30,000 plus commissions. The other is for a marketing assistant position and offers a straight salary of $40,000. Which of the following is likely to be true about the two positions? A) The sales job could end up paying more than the marketing job if Roni does well and makes more than $10,000 in commissions. B) The sales and marketing positions will have roughly equivalent duties, but different salaries. C) Roni will need more training to do the marketing job than to do the sales job. D) The marketing job pays more in salary because it is more demanding than the sales job is. E) The sales job relies more on personality and the marketing job relies more on skills. Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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    8 A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 20) The target client for this system is likely to be a client company that: A) is interested in using technology to sell to clients, but has not started yet because they don't know exactly what their needs are or how their clients will react B) has a stable base of clients that have been with them for years and place consistent orders C) has enough familiarity with using technology to sell to clients to know that an integrated system will increase sales efficiency D) focuses exclusively on selling services and not products, so that they can conduct business exclusively over the internet E) is expanding into new markets and needs help with supply chain efficiency and logistics Answer: C Diff: 3 AACSB: Application of Knowledge Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 21) Another name for missionary salespeople is "detail salespeople." Answer: TRUE Diff: 1 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 22) Salespeople today need to have more education and skills than salespeople did in the past. Answer: TRUE Diff: 1 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 23) Salespeople who are promoted to management make more money than do their coworkers who stay in sales. Answer: FALSE Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 24) Sales positions can be a good track for promotion to supervisory-management positions. Answer: TRUE Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 25) The highest compensation for salespeople generally goes to those focusing on transactional sales. Answer: FALSE Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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    9 26) ________ income helps satisfy our need for recognition and security. Answer: Psychic Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 27) The ________ salesperson is usually not compensated on the basis of the orders obtained, but receives recognition for indirectly increasing sales. Answer: detail Diff: 2 Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today 28) Which of the following is an activity that would most likely be performed by a customer service representative (CSR)? A) processing employee paperwork B) delivering supplies to the factory floor C) providing telephone support for installation D) calling on prospects to sell them the product E) reconciling bank statements with accounting records Answer: C Diff: 1 AACSB: Analytical Thinking Objective: LO 1.4: Discuss the different employment settings in selling today 29) The duties of inside salespeople may overlap heavily with the duties of: A) sales managers B) account managers C) product developers D) supply buyers E) internal auditors Answer: B Diff: 2 AACSB: Analytical Thinking Objective: LO 1.4: Discuss the different employment settings in selling today 30) Alan Karbashian spends all day driving from customer site to customer site for sales meetings in his job with a national medical parts manufacturer. Alan is considered a(n): A) inside sales representative B) outside sales representative C) alignment representative D) distributing representative E) interchange representative Answer: B Diff: 1 AACSB: Analytical Thinking Objective: LO 1.4: Discuss the different employment settings in selling today

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    10 31) In a well-structured sales department, inside and outside salespeople often: A) compete for sales and customers B) duplicate their efforts and increase the company's cost per sale C) work together to generate leads, close sales, and provide service D) exchange leads depending on what the expected sales will be E) combine their monthly sales figures to increase commissions Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 32) Trade selling and missionary (detail) sales are both examples of sales: A) directly from the manufacturer to the consumer B) from the distributor to the consumer C) bypassing the manufacturer to the distributor D) inside the supply chain but not to the consumer E) externally from the consumer to the supplier Answer: D Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 33) Sales opportunities in the service sector are most likely expanding because: A) service providers connect directly with consumers B) the service industry has a higher growth rate than does the product industry C) modern consumers need help with activities that they used to be able to do on their own D) the service industry is starting to saturate the market relative to the industrial and product industries E) the service industry provides a higher commission rate for salespeople than other industries Answer: B Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 34) Which of the following sectors would NOT be considered part of the service industry? A) hotel B) insurance C) banking D) real estate E) chemicals Answer: E Diff: 1 Objective: LO 1.4: Discuss the different employment settings in selling today

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    11 35) What event contributed most to the increased need for telecommunications salespeople? A) deregulation of telephone service B) anti-trust suits brought against the telecommunications industry C) financial improprieties in the telecommunications industry D) creation of a national regulatory committee for telephone service E) development of voice-over-IP (VoIP) technologies Answer: A Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 36) Sales engineers are people with extensive knowledge of their product who also: A) provide service on the product after the sale B) develop the product as part of the research and development team C) communicate the benefits of the product to the customers D) have advanced degrees in science or technology E) have graduate-level sales training Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 37) Which of the following describes a category of sales personnel in the field of manufacturing? A) sales engineer B) field researcher C) comptroller D) technical support representative E) research and development director Answer: A Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 38) Salespeople in the U.S. report that they work in sales primarily to: A) be promoted to management B) avoid working traditional hours C) have greater flexibility with retirement D) make more money E) generate pension credits Answer: D Diff: 1 Objective: LO 1.4: Discuss the different employment settings in selling today

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    12 39) Terri Milano, employed by a manufacturer of home electronics, offers assistance to retailers in such areas as credit policies, pricing display, and store layout. She also collects information regarding acceptance of her firm's products. She is performing the duties of a(n): A) detail salesperson B) retail salesperson C) inside salesperson D) field representative E) manufacturer's representative Answer: A Diff: 2 AACSB: Analytical Thinking Objective: LO 1.4: Discuss the different employment settings in selling today 40) Well-trained salespeople can add value to the traditional retail shopping experience. Selling for a retailer might involve which of the following products? A) personal computers, automobiles and assembly line robotics equipment B) photographic equipment, industrial specialties and recreational equipment C) fashion apparel, personal computers and recreational vehicles D) microchips, musical instruments and automobiles E) software back-end integration services, jewelry, and motorcycles Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 41) Network (multilevel) marketing is different from traditional sales in that it: A) creates a pyramid with the CEO at the top and the salespeople at the bottom B) eschews growth of the salesforce for a given product C) relies on an interconnected network of independent salespeople to sell the product directly D) focuses on paid advertising instead of word-of-mouth publicity E) allies itself with competing products and service providers Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today

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    13 Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for the entire Southwest region. He is good at his job, and his greatest personal satisfaction–also the cause of his steady rise in the company–is his ability to understand customers and their needs and to sell them appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long- term, profitable sales relationships. 42) Sanchez decides to try something new in the Southwest Region. He had been following the model of sending outside sales reps to follow up with prospects who expressed interest in the product by various prospecting methods. Now he will augment those efforts by hiring teams of sales reps to show the product to managers and buyers at stores that do not carry the DECA line but sell complimentary products, and to call these managers on the phone based on qualifying work the sales reps in the store have done. What two types of sales reps will Sanchez most likely hire to comprise these teams? A) missionary salespeople and inside salespeople B) outside salespeople and inside salespeople C) competing salespeople and detail salespeople D) missionary salespeople and detail salespeople E) trade salespeople and detail salespeople Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 1.4: Discuss the different employment settings in selling today Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an accounting major, but discovered that she is interested in product marketing and sales. 43) Roni sees a job posting for a "Business Development Manager in the hospitality industry." Which of the following most accurately describes the duties of this position? A) soliciting donations from charitable donors and foundations for an organization that promotes hospitality B) selling guest and conference hotel rooms and other hotel services to organizations C) working as a front desk clerk at a hotel D) servicing requests from guests at an upscale resort E) managing the banquet hall at a large restaurant/catering facility Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.4: Discuss the different employment settings in selling today

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    14 A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 44) Considering the product and the target market, what would be the best sales model for the company to most likely use? A) Sell the product exclusively via self-service online, as it is a technology product. B) Have the CEO of the company sell the product to prospects because he understands the importance of making sales. C) Hire a salesperson with some experience understanding and selling technology products to sell the product. D) Hire a highly experienced sales manager from the publishing industry to set up a sales department. E) Sell the product through a telemarketing agency. Answer: C Diff: 3 AACSB: Application of Knowledge Objective: LO 1.4: Discuss the different employment settings in selling today 45) To effectively and efficiently sell the product, what type of salespeople should the company hire? A) inside sales reps B) outside sales reps C) detail reps D) missionary reps E) direct sales reps Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 1.4: Discuss the different employment settings in selling today 46) Examples of industries in the service channel include convention centers, banking, and advertising. Answer: TRUE Diff: 1 Objective: LO 1.4: Discuss the different employment settings in selling today 47) The growth rate for service companies is much higher than the growth rate for companies that are selling products. Answer: TRUE Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today

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    15 48) The primary task of a detail salesperson is to develop goodwill and stimulate demand for products. Answer: TRUE Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 49) A sales representative for Dell who is selling a new form of sophisticated routing-to-server software would likely be classified as a sales engineer. Answer: TRUE Diff: 1 Objective: LO 1.4: Discuss the different employment settings in selling today 50) Convention center sales managers, investment securities brokers, and real estate salespeople all have one thing in common—they sell a(n) ________. Answer: service Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 51) A(n) ________ works for the manufacturer. This salesperson must have detailed and precise technical knowledge. Answer: sales engineer Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 52) List and describe the four major employment settings for sales personnel. Answer: Selling for a retailer — Retailers sell to the final consumer, so final consumer goods such as vehicles, apparel, appliances, furniture, and personal computers fit this category. Selling for a wholesaler — Wholesalers employ over a million salespeople in the United States. Responsibilities of wholesale salespeople might include determining and granting credit, maintaining inventories, and helping with promotional activities. Selling for a manufacturer — These are highly technical sales. The category includes sales engineers, "detail" salespeople, field sales representatives, and inside salespeople. Selling a service — This includes hotel and convention center services, financial services, advertising sales, business services, real estate, and insurance. Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today

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    16 53) Which one of the following people would LEAST likely be considered a "knowledge worker"? A) someone who performs research to discover new information B) someone who takes current research and uses it to facilitate a task C) someone who relays information from one party to another without changing it D) someone who puts information in a format that allows others to access it E) someone who uses information to solve a problem Answer: C Diff: 1 AACSB: Analytical Thinking Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 54) Salespeople are most likely considered knowledge workers because they: A) position and lay out information in a way that helps buyers understand it B) gain knowledge of the product before they can sell it C) repeat a script that they are given by their managers D) develop an understanding of the best practices of sales E) create products themselves before they sell them Answer: A Diff: 2 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 55) Tamara Grindel is a doctor who practices with a group of other physicians with the same specialty. She is considering taking a course on selling skills. What is the most important way in which this will help her medical practice? A) Learning selling skills will give Dr. Grindel an alternate career once she retires from medicine. B) Learning selling skills will help Dr. Grindel bring new patients to her practice. C) Learning selling skills will aid Dr. Grindel in communicating effectively with pharmaceutical reps who show her new medications. D) Learning selling skills will show Dr. Grindel how to ensure that her patients take the medications she prescribes them. E) Learning selling skills will require Dr. Grindel to understand the financial pressures of running a practice. Answer: B Diff: 2 AACSB: Analytical Thinking Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers

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    17 56) The CEO of SwiftLink spends one week each month going to sales appointments with various salespeople in the company. In addition to assisting the salespeople with presentations, a likely reason the CEO goes on sales calls is to: A) gather information on customer needs and preferences B) deduct mileage on his vehicle as a way to offset taxes C) undercut the salespeople in underperforming divisions of SwiftLink D) ensure that the salespeople do not give volume discount pricing E) trade information to customers in exchange for information on competitors Answer: A Diff: 2 AACSB: Analytical Thinking Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 57) Peter Kumar has developed a software application that will reduce costs and increase server speed for corporations of all sizes. Even with this useful application, Peter still needs to develop personal selling skills in order to: A) understand and write a business plan for his company B) explain his application to potential buyers C) apply for a patent on his application D) maintain the discipline and stamina required to develop such a complicated piece of software E) ensure that only corporate users buy his application Answer: B Diff: 2 AACSB: Analytical Thinking Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers

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    18 Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an accounting major, but discovered that she is interested in product marketing and sales. 58) Roni is taking a time management class as an elective in college because she feels she occasionally struggles with effectively managing her time and tasks. What effect do time management skills have on a career in sales? A) Time management skills are the key to sales, so someone who is not extremely organized cannot succeed in this career. B) Time management skills are necessary to be able to set priorities and manage the various tasks of sales while setting one's own schedule. C) Time management skills are difficult to learn if one is not born with them, so it is unlikely that someone without an internal sense of organization will be successful in sales. D) Time management skills are not a huge issue for salespeople because the sales manager sets the list of tasks and priorities, so the salesperson just needs to follow the list and execute. E) Time management skills do not intersect significantly with the tasks required to be good at sales. Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 59) How does a sales rep most likely create value for the customer with this product? A) Sell the customer the exact components that will integrate with the customer's current system. B) Speed the transaction along so that the customer can purchase quickly. C) Offer a lower price if the customer buys more than one system. D) Offer to demonstrate the product in the customer's office. E) Allow the customer to see a demo of the product online to see how they will be able to use the product. Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers

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    19 60) The customer service representatives employed by the company for after-sales support are likely to need: A) training to learn to speak standard American English and lose accents they have B) to be instructed in basic telephone manners and standards of politeness C) mileage allowances for the time they will spend visiting client sites to physically install the software D) special sales skills that allow them to close particularly difficult sales E) specialized technical skills to assist customer companies in installing and implementing the software Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 61) Knowledge workers are people who succeed by adding value to information. Answer: TRUE Diff: 1 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 62) Knowledge workers need selling skills to communicate information to consumers. Answer: TRUE Diff: 1 AACSB: Written and Oral Communication Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 63) Managers do not need sales skills because they need to obtain information from clients, not communicate information to clients. Answer: FALSE Diff: 2 AACSB: Written and Oral Communication Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 64) Firms that hire professionals such as accountants and engineers almost always hire separate sales staff so the professionals do not have to sell. Answer: FALSE Diff: 1 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers

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    20 65) Once an entrepreneur's company is successful, the entrepreneur no longer has to sell. Answer: FALSE Diff: 1 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 66) Born salespeople have an advantage over people who learn selling skills through training. Answer: FALSE Diff: 2 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 67) ________ has no value until it is communicated effectively. Answer: Information Diff: 1 AACSB: Written and Oral Communication Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 68) Name four categories of employees who use sales techniques in their daily jobs but would not necessarily consider themselves salespeople. Answer: 1. Managers 2. Professionals 3. Entrepreneurs 4. Customer service representatives Diff: 2 Objective: LO 1.5: Explain how personal selling skills have become one of the master skills needed for success in the information age and how personal selling skills contribute to the work performed by knowledge workers 69) Corporate-sponsored sales training usually includes training on: A) CRM software B) accounting methods and theory C) shipping systems and logistics D) operating production machinery E) competitors' products Answer: A Diff: 1 Objective: LO 1.6: Identify the four major sources of sales training

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    21 70) Commercial vendors who provide sales training offer courses based on: A) Universal Sales Theory B) the theories of Dale Carnegie and Napoleon Hill C) a variety of sales approaches dating back decades D) modern sales approaches that have been regression-tested E) graduate-level MBA sales work Answer: C Diff: 2 Objective: LO 1.6: Identify the four major sources of sales training 71) A training and education initiative with specific requirements delivered by an industry professional association to salespeople in that industry is an example of a(n): A) university sales methods class B) corporate-sponsored training class C) Internet-based training program D) certification program E) college concentration Answer: D Diff: 1 Objective: LO 1.6: Identify the four major sources of sales training A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 72) To train the sales reps, the company should most likely: A) ask the sales reps to read three classic sales texts and engage in a role-playing workshop B) hire a trainer who understands sales techniques to train the sales reps in groups of three C) send the sales reps to a standardized course that teaches sales theory D) develop an in-house training course focused on product knowledge supplemented by a refresher in sales techniques delivered by a hired company E) send the sales reps to shadow the product developers to learn how they develop products for the company Answer: D Diff: 3 AACSB: Application of Knowledge Objective: LO 1.6: Identify the four major sources of sales training 73) Companies that deliver their own corporate-sponsored training do not also use training programs provided by commercial vendors. Answer: FALSE Diff: 1 Objective: LO 1.6: Identify the four major sources of sales training

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    22 74) Increased professionalism in personal selling has led to a rise in the number of sales ________ programs offered to those who complete coursework in sales techniques and best practices. Answer: certification Diff: 2 Objective: LO 1.6: Identify the four major sources of sales training 75) List the four sources of sales training. Answer: 1. Corporate-sponsored training 2. Training provided by commercial vendors 3. Certification programs 4. College and University coursework Diff: 2 Objective: LO 1.6: Identify the four major sources of sales training

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    1 Selling Today: Partnering to Create Value, 14e (Manning/Ahearne/Reece) Chapter 2 Evolution of Selling Models That Compliment the Marketing Concept 1) The development of a personal selling philosophy most likely involves: A) a full acceptance of the limits of the marketing concept B) a full appreciation of the tenets of the free enterprise system C) a desire to sell internationally D) assuming the role of a problem-solver in helping customers make complex buying decisions E) assuming the role of a competitor for customers' business Answer: D Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 2) Sales departments and marketing departments often compete for: A) the largest number of employees in the company B) the biggest customers C) financial resources and budget share D) management's favor E) product to give away Answer: C Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 3) The ultimate goal of the "marketing concept" is: A) product diversification B) customer satisfaction C) brand loyalty D) rising profit margins E) efficiency of production Answer: B Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept

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    2 4) Which of the following statements would NOT be an application of the marketing concept? A) Let's speed up production and get these products to customers faster by eliminating the field test. B) Let's show these product designs to some prospective buyers for their reactions. C) Let's examine our points of distribution to see if we're reaching the market effectively. D) Let's do some research to see which colors consumers prefer. E) Let's ask customers which products they used most heavily. Answer: A Diff: 2 AACSB: Analytical Thinking Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 5) When UPS was first established, founder Jim Casey described the firm's focus as follows: A) to become a leader in international shipping B) to become the world's most profitable company C) to render perfect service to our stores and their customers D) to become the world's most efficient shipping company E) to become the fastest shipper in the world Answer: C Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 6) The marketing mix consists of product, promotion, place, and: A) personnel B) principle C) perfection D) pride E) price Answer: E Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 7) The promotion element of a marketing program can be subdivided into the areas of: A) sales, promotion, and advertising B) market research, personnel, and product publicity C) product research, product design, product production, and product publicity D) public relations, place, personal selling, and personnel E) sales promotion, public relations, personal selling, and advertising Answer: E Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept

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    3 A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 8) The product was developed by gathering focus groups of mothers and asking them what they need and what they wish normal planners offered them. This method of product development most likely: A) is costly and inefficient B) is performed by the marketing department C) subscribes to the marketing concept D) reduces the barriers to purchasing E) is a method developed in the last decade Answer: C Diff: 3 AACSB: Application of Knowledge Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 9) As part of the marketing mix, the makers of the calendar will be running an advertising campaign directed at working mothers. Another part of the marketing mix is sending salespeople to sell: A) calendars to retail outlets B) calendars to working mothers C) organizational skills to working mothers D) nostalgia to organizers E) organizational skills to online reviewers Answer: A Diff: 3 AACSB: Application of Knowledge Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept

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    4 XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 10) Xformation's marketing mix needs to: A) be balanced across all four of the Ps because the product is not complicated or difficult to understand B) rely heavily on promotion, especially personal selling, to help the client purchase custom trainings C) focus on price, because XFormation's competition can provide identical training at a lower price point D) further refine the product, and offer more standardized options for clients E) pay more attention to place, and consider how the location of the office affects sales volume Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 11) A company that ignores the marketing concept will not have any negative effects. Answer: FALSE Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 12) Business firms vary in terms of how strongly they support the marketing concept. Answer: TRUE Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 13) It is not as important to focus on the marketing concept if a company has an established product. Answer: FALSE Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 14) There is no set path to using the marketing concept successfully. Answer: TRUE Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept

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    5 15) When measured by either the number of people employed or expenses as a percentage of sales, personal selling is often the major promotional method used by American businesses. Answer: TRUE Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 16) The marketing concept is the foundation of the sales methods and techniques used since the 1950s. Answer: TRUE Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 17) Peter Drucker stated that "the ________ defines the business." Answer: customer Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 18) List and describe the four parts of the marketing mix. Answer: 1. Price–What the product will cost the customer 2. Product–The qualities and specifications of the product 3. Place–Where the customer can buy the product 4. Promotion–How the company will promote the product to the customer Diff: 1 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 19) In consultative selling, the customer is seen as: A) a person to be served B) a prospect to be sold C) a point on the funnel D) progress toward a quota E) a challenge to be overcome Answer: A Diff: 1 Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present

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    6 20) Consultative selling emphasizes need identification, which the salesperson achieves by: A) leading with the benefits of the product or service, not the features B) giving a professional sales presentation that engages multiple modalities C) mirroring the client's speech and body language to establish rapport D) carefully labeling all the steps to install and use the product E) asking the client questions and listening carefully to the answers Answer: E Diff: 2 Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present 21) Transactional selling is less complicated than consultative selling because: A) consultative selling takes into consideration the clients' varying needs B) consultative selling requires giving the client the product at the lowest price possible C) consultative selling is an earlier form of selling than transactional selling D) all sales begin with transactional selling E) a higher percentage of transactional sales close than do consultative sales Answer: A Diff: 3 Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present 22) A key ingredient in the consultative selling process is: A) discounting appropriately B) serving the client C) overcoming objections D) selling in teams E) asking for the sale Answer: B Diff: 2 Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present

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    7 A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 23) Because this product looks similar to other products and only differentiates itself when a customer uses it, customers might be more influenced to buy it because of: A) advertising on websites geared to women B) marketing campaigns in non-traditional outlets C) word of mouth endorsements from other mothers D) teacher recommendations E) telephone marketing campaigns Answer: C Diff: 3 AACSB: Application of Knowledge Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present 24) Company management is having a difficult time deciding whether to allot more money to a marketing campaign involving ad buys and promotional events, or to a staff of sales representatives to sell the organizers. What factor should they consider in allotting the budget? A) A national marketing campaign can cost more than the yearly salaries of an entire sales department. B) A marketing campaign can reach prospects in several geographic areas at the same time. C) Salespeople can visit several retail outlets a day. D) Salespeople work on commission. E) Even with a marketing campaign, retail outlets will need to order through and be trained on product knowledge by salespeople. Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present

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    8 XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 25) Which of the following is the main goal for XFormation salespeople in terms of product strategy? A) Create products that customers really want to buy instead of products that the company wants to sell. B) Understand all the training products they sell and how to customize a package for the customer. C) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. D) Give a presentation to the customer after planning out the objectives carefully ahead of time. E) Understand the customer's needs and what and how they need to buy. Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present 26) Which of the following is the customer strategy that XFormation salespeople should use? A) Understand all the training products they sell and how to customize a package for the customer. B) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. C) Give a presentation to the customer after planning out the objectives carefully ahead of time. D) Spend enough time with the customer that the salesperson lives and breathes the customer's business. E) Understand the customer's needs and what and how they need to buy. Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present 27) E-commerce has contributed to the decline in popularity of transactional selling. Answer: TRUE Diff: 2 AACSB: Information Technology Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to the present

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