Question 1

A customer will tend to screen out or modify stimuli.This process is known as:

Accepted Answer

A)  conscious input 
B)  selective attention 
C)  discrimination 
D)  selectivity 
E)  sensation 
A)  conscious input 
B)  selective attention 
C)  discrimination 
D)  selectivity 
E)  sensation

Question 2

RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner.
-A consumer who purchases the RealPlan product for the first time would most likely be engaging in a(n)________ buying decision.

Accepted Answer

A)  straight rebuy 
B)  variety-seeking 
C)  modified rebuy 
D)  habitual 
E)  complex 
A)  straight rebuy 
B)  variety-seeking 
C)  modified rebuy 
D)  habitual 
E)  complex

Question 3

Terrance Simpson is a sales representative for Swim-Tex, a swimming pool service and supply company. Swim-Tex sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Swim-Tex sells to both consumers and businesses.
-Terrance has identified that a customer strongly identifies with social groups and is influenced heavily by her role,reference,social class,and culture.What would be important for Terrance to do to win the sale from this customer?

Accepted Answer

A)  Position the product as being a luxury product. 
B)  Position the product as fitting with the groups the customer identifies with. 
C)  Position the product as being the standard across all groups. 
D)  Assume the mannerisms of the culture the customer identifies with. 
E)  Mimic the customer's speech patterns to create rapport. 
A)  Position the product as being a luxury product. 
B)  Position the product as fitting with the groups the customer identifies with. 
C)  Position the product as being the standard across all groups. 
D)  Assume the mannerisms of the culture the customer identifies with. 
E)  Mimic the customer's speech patterns to create rapport.

Question 4

Buyer behavior is often influenced by perception.

Accepted Answer

A) True 
 B)False

Question 5

According to the buyer resolution theory,which of the following is an important factor that the consumer is likely to consider before making a purchase?

Accepted Answer

A)  Where should I store the product after purchase? 
B)  What is a fair price? 
C)  How many sellers are in the market? 
D)  When should I make the payment? 
E)  From whom should I ask advice about the purchase? 
A)  Where should I store the product after purchase? 
B)  What is a fair price? 
C)  How many sellers are in the market? 
D)  When should I make the payment? 
E)  From whom should I ask advice about the purchase?

Question 6

Terrance Simpson is a sales representative for Swim-Tex, a swimming pool service and supply company. Swim-Tex sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Swim-Tex sells to both consumers and businesses.
-Terrance should most likely understand a customer's emotional buying motives because such motives are:

Accepted Answer

A)  only overcome by nonverbal communication 
B)  foundations for rational buying motives 
C)  influential in most buying decisions 
D)  factors in cost/benefit analyses 
E)  barriers to most high-end sales 
A)  only overcome by nonverbal communication 
B)  foundations for rational buying motives 
C)  influential in most buying decisions 
D)  factors in cost/benefit analyses 
E)  barriers to most high-end sales

Question 7

The three types of consumer buying situations are habitual buying decisions,complex buying decisions,and modified buying decisions.

Accepted Answer

A) True 
 B)False

Question 8

Terrance Simpson is a sales representative for Swim-Tex, a swimming pool service and supply company. Swim-Tex sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Swim-Tex sells to both consumers and businesses.
-When giving a sales presentation to new customers,Terrance strives to convey that he is highly ethical and trustworthy and that Swim-Tex products are safe and will perform as expected.Terrance is most likely addressing which aspect of Maslow's hierarchy of needs?

Accepted Answer

A)  security needs 
B)  social needs 
C)  esteem needs 
D)  general needs 
E)  physiological needs 
A)  security needs 
B)  social needs 
C)  esteem needs 
D)  general needs 
E)  physiological needs

Question 9

Transactional buyers are well aware of their needs and usually know a great deal about the products or services they intend to purchase.

Accepted Answer

A) True 
 B)False

Question 10

RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner.
-The sales director of RealPlan has developed a sales team training session to address the differences between consumer and business buyers.Which of the following is a true statement that should be included in the training session?

Accepted Answer

A)  In business sales, the initial contact is almost never the actual purchaser. 
B)  In business sales, more than one person may be involved in the purchasing decision. 
C)  In consumer sales, emotion plays a more significant role than logic in decision making. 
D)  In consumer sales, a new-task buy is the most common type of purchasing situation. 
E)  In consumer sales, even low-cost items involve significant consumer involvement. 
A)  In business sales, the initial contact is almost never the actual purchaser. 
B)  In business sales, more than one person may be involved in the purchasing decision. 
C)  In consumer sales, emotion plays a more significant role than logic in decision making. 
D)  In consumer sales, a new-task buy is the most common type of purchasing situation. 
E)  In consumer sales, even low-cost items involve significant consumer involvement.

Question 11

Subcultures typically share value systems based on similar life experiences and situations.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is an important limitation of the buyer resolution theory?

Accepted Answer

A)  Salespeople find the theory too complex. 
B)  Customers already know what they should buy. 
C)  Few customers ask the question, "What is a fair price?" 
D)  Knowing which decisions are difficult for buyers is difficult. 
E)  Answers provide little insight into customer buying strategies. 
A)  Salespeople find the theory too complex. 
B)  Customers already know what they should buy. 
C)  Few customers ask the question, "What is a fair price?" 
D)  Knowing which decisions are difficult for buyers is difficult. 
E)  Answers provide little insight into customer buying strategies.

Question 13

Terrance Simpson is a sales representative for Swim-Tex, a swimming pool service and supply company. Swim-Tex sells the chemicals needed for pool maintenance as well as pool accessories like slides, ladders, and diving boards. Swim-Tex sells to both consumers and businesses.
-Terrance has noticed that many of his customers become very frustrated with him when he attempts to use needs assessment,problem solving,or relationship building techniques.These customers typically know what product will meet their needs.What should Terrance most likely do when faced with such customers?

Accepted Answer

A)  Highlight product benefits more than product features. 
B)  Ask the customer questions to identify unspoken wants. 
C)  Focus on the purchase stage of the buying process. 
D)  Spend more time building rapport with the customer. 
E)  Rework the presentation script to focus more on emotion. 
A)  Highlight product benefits more than product features. 
B)  Ask the customer questions to identify unspoken wants. 
C)  Focus on the purchase stage of the buying process. 
D)  Spend more time building rapport with the customer. 
E)  Rework the presentation script to focus more on emotion.

Question 14

RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner.
-Sarah,a RealPlan sales representative,recently sold a software package to Mario,the owner of a small business.How can Sarah most likely create value for Mario now that the sale is complete?

Accepted Answer

A)  sending Mario product brochures 
B)  becoming personal friends with Mario 
C)  continuing to contact Mario to ask for referrals 
D)  providing additional software training to Mario 
E)  explaining the many software benefits to Mario 
A)  sending Mario product brochures 
B)  becoming personal friends with Mario 
C)  continuing to contact Mario to ask for referrals 
D)  providing additional software training to Mario 
E)  explaining the many software benefits to Mario

Question 15

Which is most likely true regarding the differences between consumer and organizational buyers?

Accepted Answer

A)  Consumer buyers focus on complex, technical specifications, while organizational buyers focus on brand reputation. 
B)  Consumers purchase for household consumption, while organizational buyers purchase for personal consumption. 
C)  Consumer decisions are usually made by individuals, while organizational decisions are frequently made by several people. 
D)  Consumer purchases are based primarily on rational criteria, while organizational purchases are based primarily on emotional responses to products or promotions. 
E)  Consumers mostly engage in a lengthy decision process, while organizational buyers make quick decisions. 
A)  Consumer buyers focus on complex, technical specifications, while organizational buyers focus on brand reputation. 
B)  Consumers purchase for household consumption, while organizational buyers purchase for personal consumption. 
C)  Consumer decisions are usually made by individuals, while organizational decisions are frequently made by several people. 
D)  Consumer purchases are based primarily on rational criteria, while organizational purchases are based primarily on emotional responses to products or promotions. 
E)  Consumers mostly engage in a lengthy decision process, while organizational buyers make quick decisions.

Question 16

RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner.
-RealPlan marketers have developed advertisements that show images of families spending quality time together enjoying fun activities.The implication of the ads is that the RealPlan product enables families to organize their busy schedules so well that more time is available for bonding.What are the RealPlan marketers most likely trying to do with these advertisements?

Accepted Answer

A)  Stimulate emotional buying motives. 
B)  Examine rational buying motives. 
C)  Appeal to working and single mothers. 
D)  Engage common reference groups. 
E)  Develop lifetime customer value. 
A)  Stimulate emotional buying motives. 
B)  Examine rational buying motives. 
C)  Appeal to working and single mothers. 
D)  Engage common reference groups. 
E)  Develop lifetime customer value.

Question 17

Which term refers to a cross-functional team of decision makers who often represent several departments in a company?

Accepted Answer

A)  value chain 
B)  task force 
C)  reference group 
D)  buying center 
E)  virtual group 
A)  value chain 
B)  task force 
C)  reference group 
D)  buying center 
E)  virtual group

Question 18

Which stage in the typical buying process occurs after a customer has evaluated solutions but before a purchase is made?

Accepted Answer

A)  resolution of problems 
B)  needs awareness 
C)  solution selling 
D)  pre-purchase 
E)  implementation 
A)  resolution of problems 
B)  needs awareness 
C)  solution selling 
D)  pre-purchase 
E)  implementation

Question 19

In Maslow's theory,after physiological needs have been satisfied the next need level is likely to be:

Accepted Answer

A)  self-actualization 
B)  psychological awareness 
C)  freedom from danger 
D)  worthiness in the eyes of others 
E)  food and shelter 
A)  self-actualization 
B)  psychological awareness 
C)  freedom from danger 
D)  worthiness in the eyes of others 
E)  food and shelter

Question 20

Which of the following statements about social class is most likely true?

Accepted Answer

A)  People in the lower classes purchase items less impulsively than upper class shoppers. 
B)  Social scientists agree that there are an unlimited number of social classes. 
C)  "New money" people possess inherited wealth, often acquired several generations before. 
D)  It is virtually impossible to move from one social class to another. 
E)  Social class is determined by a combination of factors such as income, education, occupation, and accumulated wealth. 
A)  People in the lower classes purchase items less impulsively than upper class shoppers. 
B)  Social scientists agree that there are an unlimited number of social classes. 
C)  "New money" people possess inherited wealth, often acquired several generations before. 
D)  It is virtually impossible to move from one social class to another. 
E)  Social class is determined by a combination of factors such as income, education, occupation, and accumulated wealth.

A customer will tend to screen out or modify stimuli.This process is known as:

Buyer behavior is often influenced by perception.

According to the buyer resolution theory,which of the following is an important factor that the consumer is likely to consider before making a purchase?

The three types of consumer buying situations are habitual buying decisions,complex buying decisions,and modified buying decisions.

Transactional buyers are well aware of their needs and usually know a great deal about the products or services they intend to purchase.

Subcultures typically share value systems based on similar life experiences and situations.

Which of the following is an important limitation of the buyer resolution theory?

Which is most likely true regarding the differences between consumer and organizational buyers?

Which term refers to a cross-functional team of decision makers who often represent several departments in a company?

Which stage in the typical buying process occurs after a customer has evaluated solutions but before a purchase is made?

In Maslow's theory,after physiological needs have been satisfied the next need level is likely to be:

Which of the following statements about social class is most likely true?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 8: The Buying Process and Buyer Behavior

A customer will tend to screen out or modify stimuli.This process is known as:

Buyer behavior is often influenced by perception.

According to the buyer resolution theory,which of the following is an important factor that the consumer is likely to consider before making a purchase?

The three types of consumer buying situations are habitual buying decisions,complex buying decisions,and modified buying decisions.

Transactional buyers are well aware of their needs and usually know a great deal about the products or services they intend to purchase.

Subcultures typically share value systems based on similar life experiences and situations.

Which of the following is an important limitation of the buyer resolution theory?

Which is most likely true regarding the differences between consumer and organizational buyers?

Which term refers to a cross-functional team of decision makers who often represent several departments in a company?

Which stage in the typical buying process occurs after a customer has evaluated solutions but before a purchase is made?

In Maslow's theory,after physiological needs have been satisfied the next need level is likely to be:

Which of the following statements about social class is most likely true?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters