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

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1Selling Today: Partnering to Create Value, 14e(Manning/Ahearne/Reece)Chapter 1Relationship Selling Opportunities in the Information Economy1) The three prescriptions involved in developing a personal-selling philosophy are to adopt themarketing concept, to assume the role of problem solver or partner in helping customers makeinformed and intelligent business decisions, and to:A) value personal sellingB) assess risk accuratelyC) learn skills of persuasionD) overcome objectionsE) create a pipelineAnswer: ADiff: 1Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personalselling philosophyRay Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10years ago, and has worked his way up steadily to Senior Regional Sales Director for the entireSouthwest region. He is good at his job, and his greatest personal satisfaction–also the cause ofhis steady rise in the company–is his ability to understand customers and their needs and to sellthem appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects hisdepartment 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 thatB) he understood the key factors involved in becoming an excellent salesperson and worked todevelop skills to support those factorsC) he has unlimited energy and makes more cold calls than any other salesperson at his level inthe companyD) he knows how to persuade prospects to buy the products he is sellingE) men tend to be more successful at selling industrial products than women areAnswer: BDiff: 3AACSB: Application of KnowledgeObjective: LO 1.1: Define personal selling and describe the three prescriptions of a personalselling philosophy

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23) 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 haspracticed and honed to become successful?A) adopt the marketing conceptB) value personal sellingC) assume the role of problem solver or partner in helping customers make informed andintelligent buying decisionsD) focus on product knowledge and everything else will followE) develop the ability to create rapport with customers so they are buying from a friendAnswer: CDiff: 3AACSB: Application of KnowledgeObjective: LO 1.1: Define personal selling and describe the three prescriptions of a personalselling philosophyRoni Harris is a college student in the business department of her local university. She came in tocollege thinking she wanted to become an accounting major, but discovered that she is interestedin 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 thecompany.E) She will need to enjoy competing fiercely with other salespeople for sales and commissions.Answer: ADiff: 3AACSB: Application of KnowledgeObjective: LO 1.1: Define personal selling and describe the three prescriptions of a personalselling philosophy5) Assuming the role of a problem solver is part of developing a personal-selling philosophy.Answer: TRUEDiff: 1Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personalselling philosophy

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36) Salespeople use social media to:A) design web pages with product featuresB) learn to use administrative softwareC) create and maintain customer contactD) set up mobile offices from their vehiclesE) automate selling so they do not have to make client contactAnswer: CDiff: 2AACSB: Information TechnologyObjective: LO 1.2: Describe the emergence of relationship selling in the age of information7) The phrase "information economy" refers to the shift in the economy from:A) agricultural production to industrial activityB) industrial activity to agricultural productionC) industrial activity to an emphasis on information processingD) information processing to industrial activityE) agricultural production to information processingAnswer: CDiff: 2Objective: LO 1.2: Describe the emergence of relationship selling in the age of information8) Technology has increased the speed at which we collect customer intelligence and disseminateproduct information, and it allows salespeople to add value for their employers by doing whichof the following in addition to selling to customers?A) distributing information to competitorsB) gathering information on the marketplaceC) purchasing from vendors in adjacent industriesD) developing sales training programs for external clientsE) performing marketing and strategy functionsAnswer: BDiff: 3Objective: LO 1.2: Describe the emergence of relationship selling in the age of information

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4Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10years ago, and has worked his way up steadily to Senior Regional Sales Director for the entireSouthwest region. He is good at his job, and his greatest personal satisfaction–also the cause ofhis steady rise in the company–is his ability to understand customers and their needs and to sellthem appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects hisdepartment 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 sellingB) value-added sellingC) transactional sellingD) traditional sellingE) economy sellingAnswer: BDiff: 3AACSB: Application of KnowledgeObjective: LO 1.2: Describe the emergence of relationship selling in the age of information10) Which of the following trends in sales has led to an increase in both the education and skillsa salesperson needs?A) an increase in commission per saleB) an increase in the time spent on personal relationshipsC) an increase in web-based selling channelsD) a shift from in-person to telephone salesE) a shift from "selling" to "consulting"Answer: EDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today11) Of the following activities routinely performed by salespeople, which one contributesLEAST financially to both the salesperson and the company?A) service callsB) face-to-face sellingC) telephone sellingD) waiting and travelingE) billing clientsAnswer: DDiff: 2AACSB: Analytical ThinkingObjective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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512) Some top-performing salespeople earn more than their managers. This compensation is mostlikely made up of:A) bonuses onlyB) base salary, commissions, bonuses, and incentivesC) commissions and charge-backsD) bonuses and dividendsE) IPOs and base salaryAnswer: BDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today13) On average, an experienced, high-performing salesperson will find the highest compensationopportunities with which type of selling?A) feature/benefitB) transactionalC) value-addedD) solutionE) directedAnswer: CDiff: 3Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today14) Psychic income in selling most likely refers to which one of the following?A) visibility provided by working in the sales departmentB) satisfaction of being on a commission payment planC) high commissions earned because of successful "intuitive" sellingD) opportunity to be a member of the sales teamE) job recognition afforded sales personnelAnswer: EDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today15) Salespeople are competitive with workers in other positions when being considered forpromotion to positions of greater responsibilities because salespeople:A) have limited opportunities for advancement in the sales departmentB) are compensated primarily through psychic incomeC) have worked for many companies in their careersD) have numerous opportunities to advance to middle-management ranksE) have high visibility within companies already relative to other positionsAnswer: EDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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616) There is a pay gap between men and women in the field of sales, with men earning more thanwomen. Despite this, sales represents an excellent financial opportunity for women for which ofthe 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: ADiff: 3AACSB: Diverse and Multicultural Work EnvironmentsObjective: LO 1.3: Discuss the rewarding aspects of a career in selling todayRay Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10years ago, and has worked his way up steadily to Senior Regional Sales Director for the entireSouthwest region. He is good at his job, and his greatest personal satisfaction–also the cause ofhis steady rise in the company–is his ability to understand customers and their needs and to sellthem appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects hisdepartment 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 RegionalSales 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 theterritory 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 uppermanagement.E) The company likes to promote employees with sales backgrounds into upper management.Answer: DDiff: 3AACSB: Application of KnowledgeObjective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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7Roni Harris is a college student in the business department of her local university. She came in tocollege thinking she wanted to become an accounting major, but discovered that she is interestedin product marketing and sales.18) Despite her interest in sales, Roni is concerned when she learns that, on average, femalesalespeople make less money than do male salespeople. Which one of the following statements ismost likely true?A) Male salespeople have controlled the industry for almost a century, so there is no reason tothink 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, butindustry 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 careof 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 thedifference between the average earnings of female and male workers in other professions.Answer: EDiff: 3AACSB: Application of KnowledgeObjective: LO 1.3: Discuss the rewarding aspects of a career in selling today19) Right before graduation, Roni receives two job offers. One is for a sales position and offers abase salary of $30,000 plus commissions. The other is for a marketing assistant position andoffers a straight salary of $40,000. Which of the following is likely to be true about the twopositions?A) The sales job could end up paying more than the marketing job if Roni does well and makesmore 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: ADiff: 3AACSB: Application of KnowledgeObjective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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8A start-up has developed a business-to-business product that allows for integration of inventory,billing, shipping, teleconferencing, and webinar functions. This allows salespeople todemonstrate, check inventory, close a sale, and ship the product during a presentation with theclient 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'tknow exactly what their needs are or how their clients will reactB) has a stable base of clients that have been with them for years and place consistent ordersC) has enough familiarity with using technology to sell to clients to know that an integratedsystem will increase sales efficiencyD) focuses exclusively on selling services and not products, so that they can conduct businessexclusively over the internetE) is expanding into new markets and needs help with supply chain efficiency and logisticsAnswer: CDiff: 3AACSB: Application of KnowledgeObjective: LO 1.3: Discuss the rewarding aspects of a career in selling today21) Another name for missionary salespeople is "detail salespeople."Answer: TRUEDiff: 1Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today22) Salespeople today need to have more education and skills than salespeople did in the past.Answer: TRUEDiff: 1Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today23) Salespeople who are promoted to management make more money than do their coworkerswho stay in sales.Answer: FALSEDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today24) Sales positions can be a good track for promotion to supervisory-management positions.Answer: TRUEDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today25) The highest compensation for salespeople generally goes to those focusing on transactionalsales.Answer: FALSEDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today

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926) ________ income helps satisfy our need for recognition and security.Answer: PsychicDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today27) The ________ salesperson is usually not compensated on the basis of the orders obtained,but receives recognition for indirectly increasing sales.Answer: detailDiff: 2Objective: LO 1.3: Discuss the rewarding aspects of a career in selling today28) Which of the following is an activity that would most likely be performed by a customerservice representative (CSR)?A) processing employee paperworkB) delivering supplies to the factory floorC) providing telephone support for installationD) calling on prospects to sell them the productE) reconciling bank statements with accounting recordsAnswer: CDiff: 1AACSB: Analytical ThinkingObjective: LO 1.4: Discuss the different employment settings in selling today29) The duties of inside salespeople may overlap heavily with the duties of:A) sales managersB) account managersC) product developersD) supply buyersE) internal auditorsAnswer: BDiff: 2AACSB: Analytical ThinkingObjective: LO 1.4: Discuss the different employment settings in selling today30) Alan Karbashian spends all day driving from customer site to customer site for salesmeetings in his job with a national medical parts manufacturer. Alan is considered a(n):A) inside sales representativeB) outside sales representativeC) alignment representativeD) distributing representativeE) interchange representativeAnswer: BDiff: 1AACSB: Analytical ThinkingObjective: LO 1.4: Discuss the different employment settings in selling today

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1031) In a well-structured sales department, inside and outside salespeople often:A) compete for sales and customersB) duplicate their efforts and increase the company's cost per saleC) work together to generate leads, close sales, and provide serviceD) exchange leads depending on what the expected sales will beE) combine their monthly sales figures to increase commissionsAnswer: CDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today32) Trade selling and missionary (detail) sales are both examples of sales:A) directly from the manufacturer to the consumerB) from the distributor to the consumerC) bypassing the manufacturer to the distributorD) inside the supply chain but not to the consumerE) externally from the consumer to the supplierAnswer: DDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today33) Sales opportunities in the service sector are most likely expanding because:A) service providers connect directly with consumersB) the service industry has a higher growth rate than does the product industryC) modern consumers need help with activities that they used to be able to do on their ownD) the service industry is starting to saturate the market relative to the industrial and productindustriesE) the service industry provides a higher commission rate for salespeople than other industriesAnswer: BDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today34) Which of the following sectors would NOT be considered part of the service industry?A) hotelB) insuranceC) bankingD) real estateE) chemicalsAnswer: EDiff: 1Objective: LO 1.4: Discuss the different employment settings in selling today

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1135) What event contributed most to the increased need for telecommunications salespeople?A) deregulation of telephone serviceB) anti-trust suits brought against the telecommunications industryC) financial improprieties in the telecommunications industryD) creation of a national regulatory committee for telephone serviceE) development of voice-over-IP (VoIP) technologiesAnswer: ADiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today36) Sales engineers are people with extensive knowledge of their product who also:A) provide service on the product after the saleB) develop the product as part of the research and development teamC) communicate the benefits of the product to the customersD) have advanced degrees in science or technologyE) have graduate-level sales trainingAnswer: CDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today37) Which of the following describes a category of sales personnel in the field of manufacturing?A) sales engineerB) field researcherC) comptrollerD) technical support representativeE) research and development directorAnswer: ADiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today38) Salespeople in the U.S. report that they work in sales primarily to:A) be promoted to managementB) avoid working traditional hoursC) have greater flexibility with retirementD) make more moneyE) generate pension creditsAnswer: DDiff: 1Objective: LO 1.4: Discuss the different employment settings in selling today

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1239) Terri Milano, employed by a manufacturer of home electronics, offers assistance to retailersin such areas as credit policies, pricing display, and store layout. She also collects informationregarding acceptance of her firm's products. She is performing the duties of a(n):A) detail salespersonB) retail salespersonC) inside salespersonD) field representativeE) manufacturer's representativeAnswer: ADiff: 2AACSB: Analytical ThinkingObjective: LO 1.4: Discuss the different employment settings in selling today40) Well-trained salespeople can add value to the traditional retail shopping experience. Sellingfor a retailer might involve which of the following products?A) personal computers, automobiles and assembly line robotics equipmentB) photographic equipment, industrial specialties and recreational equipmentC) fashion apparel, personal computers and recreational vehiclesD) microchips, musical instruments and automobilesE) software back-end integration services, jewelry, and motorcyclesAnswer: CDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today41) 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 bottomB) eschews growth of the salesforce for a given productC) relies on an interconnected network of independent salespeople to sell the product directlyD) focuses on paid advertising instead of word-of-mouth publicityE) allies itself with competing products and service providersAnswer: CDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today

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13Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10years ago, and has worked his way up steadily to Senior Regional Sales Director for the entireSouthwest region. He is good at his job, and his greatest personal satisfaction–also the cause ofhis steady rise in the company–is his ability to understand customers and their needs and to sellthem appropriate solutions. As a manager and now Senior Regional Director, Sanchez injects hisdepartment 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 themodel of sending outside sales reps to follow up with prospects who expressed interest in theproduct by various prospecting methods. Now he will augment those efforts by hiring teams ofsales reps to show the product to managers and buyers at stores that do not carry the DECA linebut sell complimentary products, and to call these managers on the phone based on qualifyingwork the sales reps in the store have done. What two types of sales reps will Sanchez most likelyhire to comprise these teams?A) missionary salespeople and inside salespeopleB) outside salespeople and inside salespeopleC) competing salespeople and detail salespeopleD) missionary salespeople and detail salespeopleE) trade salespeople and detail salespeopleAnswer: ADiff: 3AACSB: Application of KnowledgeObjective: LO 1.4: Discuss the different employment settings in selling todayRoni Harris is a college student in the business department of her local university. She came in tocollege thinking she wanted to become an accounting major, but discovered that she is interestedin 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 promoteshospitalityB) selling guest and conference hotel rooms and other hotel services to organizationsC) working as a front desk clerk at a hotelD) servicing requests from guests at an upscale resortE) managing the banquet hall at a large restaurant/catering facilityAnswer: BDiff: 3AACSB: Application of KnowledgeObjective: LO 1.4: Discuss the different employment settings in selling today

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14A start-up has developed a business-to-business product that allows for integration of inventory,billing, shipping, teleconferencing, and webinar functions. This allows salespeople todemonstrate, check inventory, close a sale, and ship the product during a presentation with theclient in person or by webinar.44) Considering the product and the target market, what would be the best sales model for thecompany 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 theimportance of making sales.C) Hire a salesperson with some experience understanding and selling technology products tosell the product.D) Hire a highly experienced sales manager from the publishing industry to set up a salesdepartment.E) Sell the product through a telemarketing agency.Answer: CDiff: 3AACSB: Application of KnowledgeObjective: LO 1.4: Discuss the different employment settings in selling today45) To effectively and efficiently sell the product, what type of salespeople should the companyhire?A) inside sales repsB) outside sales repsC) detail repsD) missionary repsE) direct sales repsAnswer: ADiff: 3AACSB: Application of KnowledgeObjective: LO 1.4: Discuss the different employment settings in selling today46) Examples of industries in the service channel include convention centers, banking, andadvertising.Answer: TRUEDiff: 1Objective: LO 1.4: Discuss the different employment settings in selling today47) The growth rate for service companies is much higher than the growth rate for companiesthat are selling products.Answer: TRUEDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today

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1548) The primary task of a detail salesperson is to develop goodwill and stimulate demand forproducts.Answer: TRUEDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today49) A sales representative for Dell who is selling a new form of sophisticated routing-to-serversoftware would likely be classified as a sales engineer.Answer: TRUEDiff: 1Objective: LO 1.4: Discuss the different employment settings in selling today50) Convention center sales managers, investment securities brokers, and real estate salespeopleall have one thing in common—they sell a(n) ________.Answer: serviceDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today51) A(n) ________ works for the manufacturer. This salesperson must have detailed and precisetechnical knowledge.Answer: sales engineerDiff: 2Objective: LO 1.4: Discuss the different employment settings in selling today52) 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 asvehicles, 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 salesengineers, "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: 2Objective: LO 1.4: Discuss the different employment settings in selling today

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1653) Which one of the following people would LEAST likely be considered a "knowledgeworker"?A) someone who performs research to discover new informationB) someone who takes current research and uses it to facilitate a taskC) someone who relays information from one party to another without changing itD) someone who puts information in a format that allows others to access itE) someone who uses information to solve a problemAnswer: CDiff: 1AACSB: Analytical ThinkingObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers54) Salespeople are most likely considered knowledge workers because they:A) position and lay out information in a way that helps buyers understand itB) gain knowledge of the product before they can sell itC) repeat a script that they are given by their managersD) develop an understanding of the best practices of salesE) create products themselves before they sell themAnswer: ADiff: 2Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers55) Tamara Grindel is a doctor who practices with a group of other physicians with the samespecialty. She is considering taking a course on selling skills. What is the most important way inwhich this will help her medical practice?A) Learning selling skills will give Dr. Grindel an alternate career once she retires frommedicine.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 pharmaceuticalreps who show her new medications.D) Learning selling skills will show Dr. Grindel how to ensure that her patients take themedications she prescribes them.E) Learning selling skills will require Dr. Grindel to understand the financial pressures ofrunning a practice.Answer: BDiff: 2AACSB: Analytical ThinkingObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers

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1756) The CEO of SwiftLink spends one week each month going to sales appointments withvarious salespeople in the company. In addition to assisting the salespeople with presentations, alikely reason the CEO goes on sales calls is to:A) gather information on customer needs and preferencesB) deduct mileage on his vehicle as a way to offset taxesC) undercut the salespeople in underperforming divisions of SwiftLinkD) ensure that the salespeople do not give volume discount pricingE) trade information to customers in exchange for information on competitorsAnswer: ADiff: 2AACSB: Analytical ThinkingObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers57) Peter Kumar has developed a software application that will reduce costs and increase serverspeed for corporations of all sizes. Even with this useful application, Peter still needs to developpersonal selling skills in order to:A) understand and write a business plan for his companyB) explain his application to potential buyersC) apply for a patent on his applicationD) maintain the discipline and stamina required to develop such a complicated piece of softwareE) ensure that only corporate users buy his applicationAnswer: BDiff: 2AACSB: Analytical ThinkingObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers

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18Roni Harris is a college student in the business department of her local university. She came in tocollege thinking she wanted to become an accounting major, but discovered that she is interestedin product marketing and sales.58) Roni is taking a time management class as an elective in college because she feels sheoccasionally struggles with effectively managing her time and tasks. What effect do timemanagement skills have on a career in sales?A) Time management skills are the key to sales, so someone who is not extremely organizedcannot succeed in this career.B) Time management skills are necessary to be able to set priorities and manage the varioustasks 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 unlikelythat 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 setsthe 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 atsales.Answer: BDiff: 3AACSB: Application of KnowledgeObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workersA start-up has developed a business-to-business product that allows for integration of inventory,billing, shipping, teleconferencing, and webinar functions. This allows salespeople todemonstrate, check inventory, close a sale, and ship the product during a presentation with theclient 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 theproduct.Answer: ADiff: 3AACSB: Application of KnowledgeObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers

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1960) The customer service representatives employed by the company for after-sales support arelikely to need:A) training to learn to speak standard American English and lose accents they haveB) to be instructed in basic telephone manners and standards of politenessC) mileage allowances for the time they will spend visiting client sites to physically install thesoftwareD) special sales skills that allow them to close particularly difficult salesE) specialized technical skills to assist customer companies in installing and implementing thesoftwareAnswer: EDiff: 3AACSB: Application of KnowledgeObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers61) Knowledge workers are people who succeed by adding value to information.Answer: TRUEDiff: 1Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers62) Knowledge workers need selling skills to communicate information to consumers.Answer: TRUEDiff: 1AACSB: Written and Oral CommunicationObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers63) Managers do not need sales skills because they need to obtain information from clients, notcommunicate information to clients.Answer: FALSEDiff: 2AACSB: Written and Oral CommunicationObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers64) Firms that hire professionals such as accountants and engineers almost always hire separatesales staff so the professionals do not have to sell.Answer: FALSEDiff: 1Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers

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2065) Once an entrepreneur's company is successful, the entrepreneur no longer has to sell.Answer: FALSEDiff: 1Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers66) Born salespeople have an advantage over people who learn selling skills through training.Answer: FALSEDiff: 2Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers67) ________ has no value until it is communicated effectively.Answer: InformationDiff: 1AACSB: Written and Oral CommunicationObjective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers68) Name four categories of employees who use sales techniques in their daily jobs but wouldnot necessarily consider themselves salespeople.Answer:1. Managers2. Professionals3. Entrepreneurs4. Customer service representativesDiff: 2Objective: LO 1.5: Explain how personal selling skills have become one of the master skillsneeded for success in the information age and how personal selling skills contribute to the workperformed by knowledge workers69) Corporate-sponsored sales training usually includes training on:A) CRM softwareB) accounting methods and theoryC) shipping systems and logisticsD) operating production machineryE) competitors' productsAnswer: ADiff: 1Objective: LO 1.6: Identify the four major sources of sales training

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2170) Commercial vendors who provide sales training offer courses based on:A) Universal Sales TheoryB) the theories of Dale Carnegie and Napoleon HillC) a variety of sales approaches dating back decadesD) modern sales approaches that have been regression-testedE) graduate-level MBA sales workAnswer: CDiff: 2Objective: LO 1.6: Identify the four major sources of sales training71) A training and education initiative with specific requirements delivered by an industryprofessional association to salespeople in that industry is an example of a(n):A) university sales methods classB) corporate-sponsored training classC) Internet-based training programD) certification programE) college concentrationAnswer: DDiff: 1Objective: LO 1.6: Identify the four major sources of sales trainingA start-up has developed a business-to-business product that allows for integration of inventory,billing, shipping, teleconferencing, and webinar functions. This allows salespeople todemonstrate, check inventory, close a sale, and ship the product during a presentation with theclient 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 workshopB) hire a trainer who understands sales techniques to train the sales reps in groups of threeC) send the sales reps to a standardized course that teaches sales theoryD) develop an in-house training course focused on product knowledge supplemented by arefresher in sales techniques delivered by a hired companyE) send the sales reps to shadow the product developers to learn how they develop products forthe companyAnswer: DDiff: 3AACSB: Application of KnowledgeObjective: LO 1.6: Identify the four major sources of sales training73) Companies that deliver their own corporate-sponsored training do not also use trainingprograms provided by commercial vendors.Answer: FALSEDiff: 1Objective: LO 1.6: Identify the four major sources of sales training

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2274) 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 bestpractices.Answer: certificationDiff: 2Objective: LO 1.6: Identify the four major sources of sales training75) List the four sources of sales training.Answer:1. Corporate-sponsored training2. Training provided by commercial vendors3. Certification programs4. College and University courseworkDiff: 2Objective: LO 1.6: Identify the four major sources of sales training

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1Selling Today: Partnering to Create Value, 14e(Manning/Ahearne/Reece)Chapter 2Evolution of Selling Models That Compliment the Marketing Concept1) The development of a personal selling philosophy most likely involves:A) a full acceptance of the limits of the marketing conceptB) a full appreciation of the tenets of the free enterprise systemC) a desire to sell internationallyD) assuming the role of a problem-solver in helping customers make complex buying decisionsE) assuming the role of a competitor for customers' businessAnswer: DDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept2) Sales departments and marketing departments often compete for:A) the largest number of employees in the companyB) the biggest customersC) financial resources and budget shareD) management's favorE) product to give awayAnswer: CDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept3) The ultimate goal of the "marketing concept" is:A) product diversificationB) customer satisfactionC) brand loyaltyD) rising profit marginsE) efficiency of productionAnswer: BDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept

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24) 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 fieldtest.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: ADiff: 2AACSB: Analytical ThinkingObjective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept5) When UPS was first established, founder Jim Casey described the firm's focus as follows:A) to become a leader in international shippingB) to become the world's most profitable companyC) to render perfect service to our stores and their customersD) to become the world's most efficient shipping companyE) to become the fastest shipper in the worldAnswer: CDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept6) The marketing mix consists of product, promotion, place, and:A) personnelB) principleC) perfectionD) prideE) priceAnswer: EDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept7) The promotion element of a marketing program can be subdivided into the areas of:A) sales, promotion, and advertisingB) market research, personnel, and product publicityC) product research, product design, product production, and product publicityD) public relations, place, personal selling, and personnelE) sales promotion, public relations, personal selling, and advertisingAnswer: EDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept

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3A company has developed a calendar/messaging/paperwork center that helps working mothersorganize 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 theyneed and what they wish normal planners offered them. This method of product developmentmost likely:A) is costly and inefficientB) is performed by the marketing departmentC) subscribes to the marketing conceptD) reduces the barriers to purchasingE) is a method developed in the last decadeAnswer: CDiff: 3AACSB: Application of KnowledgeObjective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept9) As part of the marketing mix, the makers of the calendar will be running an advertisingcampaign directed at working mothers. Another part of the marketing mix is sending salespeopleto sell:A) calendars to retail outletsB) calendars to working mothersC) organizational skills to working mothersD) nostalgia to organizersE) organizational skills to online reviewersAnswer: ADiff: 3AACSB: Application of KnowledgeObjective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept

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4XFormation is a company that develops and delivers custom trainings for products, procedures,and change at companies. XFormation developers have extensive knowledge of adult learningtheory, 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 tounderstandB) rely heavily on promotion, especially personal selling, to help the client purchase customtrainingsC) focus on price, because XFormation's competition can provide identical training at a lowerprice pointD) further refine the product, and offer more standardized options for clientsE) pay more attention to place, and consider how the location of the office affects sales volumeAnswer: BDiff: 3AACSB: Application of KnowledgeObjective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept11) A company that ignores the marketing concept will not have any negative effects.Answer: FALSEDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept12) Business firms vary in terms of how strongly they support the marketing concept.Answer: TRUEDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept13) It is not as important to focus on the marketing concept if a company has an establishedproduct.Answer: FALSEDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept14) There is no set path to using the marketing concept successfully.Answer: TRUEDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept

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515) When measured by either the number of people employed or expenses as a percentage ofsales, personal selling is often the major promotional method used by American businesses.Answer: TRUEDiff: 2Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept16) The marketing concept is the foundation of the sales methods and techniques used since the1950s.Answer: TRUEDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept17) Peter Drucker stated that "the ________ defines the business."Answer: customerDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept18) List and describe the four parts of the marketing mix.Answer:1. Price–What the product will cost the customer2. Product–The qualities and specifications of the product3. Place–Where the customer can buy the product4. Promotion–How the company will promote the product to the customerDiff: 1Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of themarketing concept19) In consultative selling, the customer is seen as:A) a person to be servedB) a prospect to be soldC) a point on the funnelD) progress toward a quotaE) a challenge to be overcomeAnswer: ADiff: 1Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent

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620) Consultative selling emphasizes need identification, which the salesperson achieves by:A) leading with the benefits of the product or service, not the featuresB) giving a professional sales presentation that engages multiple modalitiesC) mirroring the client's speech and body language to establish rapportD) carefully labeling all the steps to install and use the productE) asking the client questions and listening carefully to the answersAnswer: EDiff: 2Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent21) Transactional selling is less complicated than consultative selling because:A) consultative selling takes into consideration the clients' varying needsB) consultative selling requires giving the client the product at the lowest price possibleC) consultative selling is an earlier form of selling than transactional sellingD) all sales begin with transactional sellingE) a higher percentage of transactional sales close than do consultative salesAnswer: ADiff: 3Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent22) A key ingredient in the consultative selling process is:A) discounting appropriatelyB) serving the clientC) overcoming objectionsD) selling in teamsE) asking for the saleAnswer: BDiff: 2Objective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent

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7A company has developed a calendar/messaging/paperwork center that helps working mothersorganize 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 acustomer uses it, customers might be more influenced to buy it because of:A) advertising on websites geared to womenB) marketing campaigns in non-traditional outletsC) word of mouth endorsements from other mothersD) teacher recommendationsE) telephone marketing campaignsAnswer: CDiff: 3AACSB: Application of KnowledgeObjective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent24) Company management is having a difficult time deciding whether to allot more money to amarketing campaign involving ad buys and promotional events, or to a staff of salesrepresentatives 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 salesdepartment.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 onproduct knowledge by salespeople.Answer: EDiff: 3AACSB: Application of KnowledgeObjective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent

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8XFormation is a company that develops and delivers custom trainings for products, procedures,and change at companies. XFormation developers have extensive knowledge of adult learningtheory, and the trainers are dynamic, engaged teachers.25) Which of the following is the main goal for XFormation salespeople in terms of productstrategy?A) Create products that customers really want to buy instead of products that the company wantsto sell.B) Understand all the training products they sell and how to customize a package for thecustomer.C) Examine how they can add value for customers so the customers will continue to contractwith 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: BDiff: 3AACSB: Application of KnowledgeObjective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent26) 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 thecustomer.B) Examine how they can add value for customers so the customers will continue to contractwith 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'sbusiness.E) Understand the customer's needs and what and how they need to buy.Answer: EDiff: 3AACSB: Application of KnowledgeObjective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent27) E-commerce has contributed to the decline in popularity of transactional selling.Answer: TRUEDiff: 2AACSB: Information TechnologyObjective: LO 2.2: Describe the evolution of consultative selling from the marketing era to thepresent

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