Deck 1: The Life, Times, and Career of the Professional Salesperson

Question 1

According to recent Gallup surveys, most Americans believe that traditional salespeople are overly interested in the needs of customers.

Answer 1

False

Question 2

Golden Rule salespeople tend to believe that money is to be shared and that customer service is a top priority.

Answer 2

True

Question 3

Selling and marketing are interchangeable terms for the same business activity.

Answer 3

False

Question 4

The Golden Rule of Personal Selling describes the willingness to plan and execute product, price, distribution, and promotion plans so as to create exchanges that satisfy individual and organizational objectives.

Question 5

Given that sales jobs offer higher nonfinancial rewards than most other areas of corporate America, the compensation of salespeople is typically lower than that of workers in areas like production who are at a comparable level in the organization.

Question 6

A divisional sales manager has a higher ranking in most firms than a regional sales manager.

Question 7

As a salesperson's self-interest decreases, a salesperson's interest in providing customer service is more likely to increase.

Question 8

A retail salesperson sells goods or services to consumers for personal and business use.

Question 9

Jobs such as inside retail sales and outside delivery are typically performed by order-getters.

Question 10

Personal selling refers to the personal communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individual's needs.

Question 11

Financial rewards for professional salespeople are commonly solely based on performance.

Question 12

Unlike traditional and Golden Rule salespeople, professional salespeople have a tendency to attribute sales success to others rather than to their own actions.

Question 13

The role of a service salesperson is selling the benefits of intangible products such as financial services.

Question 14

Nonfinancial rewards given by the company are referred to as commissions.

Question 15

An employee at a fast-food restaurant who asks the manager for a raise is engaged in the selling process.

Question 16

A customer contact person performs the same tasks as a salesperson.

Question 17

A detail salesperson concentrates on directly soliciting orders.

Question 18

Order-getters ask what the customers want or wait for customers to place an order.

Question 19

Direct sellers sell face-to-face to consumers who use the products for their personal use.

Question 20

A wholesale salesperson would sell athletic shoes to a sporting goods store which in turn would resell the shoes to individual customers.

Question 21

E-selling is limited to sales made through the use of Web sites.

Question 22

Acts such as building rapport, uncovering needs, and designing sales presentation strategies are collectively referred to as prospecting.

Question 23

Emotional self-control is difficult for many salespeople to develop because of personal and financial investments in making sales to customers.

Question 24

Surveys have found that salespeople are rated low on ethics and honesty. What is the most likely reason for such results?

A) People believe products are overpriced.
B) People lack trust and confidence in sales personnel.
C) People perceive that salespeople sell low quality goods.
D) Salespeople are unable to encourage impulsive buying during sales calls.
E) Most firms lack sales forces that have adequately qualified and trained personnel.

Question 25

Salespeople should avoid providing information to their companies or customers about competitors' activities or market opportunities since such actions violate client confidence and are considered unethical.

Question 26

_____ is traditionally defined as the personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs.

A) Marketing
B) Personal selling
C) Public relations
D) Advertising
E) Promotion

Question 27

Unlike the traditional definition of personal selling, the new definition:

A) relates personal selling more closely to transactional marketing.
B) identifies electronic selling as the most effective channel.
C) stresses the importance of being unselfish in selling.
D) excludes telemarketing activities due to ethical concerns.
E) substitutes the word "relationship marketing" for "personal selling."

Question 28

The _____ refers to the sales philosophy of unselfishly treating others as you would like to be treated.

A) Equity Sales Theory
B) Reciprocity Principle
C) 80/20 Principle of Sales
D) ABCS Rule of Salesmanship
E) Golden Rule of Personal Selling

Question 29

According to the typical sales personnel career path, the first managerial level job that a salesperson can expect to earn is that of regional sales manager.

Question 30

The acronym ABCS represents the tools needed for creating a successful marketing mix.

Question 31

An outside salesperson operates with less direct supervision compared to other employees in an organization.

Question 32

Top salespeople speak the other person's language, both in verbal and nonverbal communication.

Question 33

The final step in the selling process is customer follow-up.

Question 34

Salespeople do not need increase sales in old accounts if they are generating a sufficient quantity of new customers.

Question 35

A salesperson's conceptual skills allow the salesperson to see the selling process as a whole and the relationship among its parts.

Question 36

In order to build long-term relationships with customers, salespeople need to present adequate information to buyers and apply enough pressure to ensure quick sales.

Question 37

The Golden Rule of Personal Selling refers to the sales philosophy of:

A) unselfishly treating others as you would like to be treated.
B) giving more importance to sales maximization than profit maximization.
C) making sales mutually beneficial to the buyer and seller.
D) obtaining a financial benefit by helping others.
E) realizing a major part of the profit from only a few customers.

Question 38

Self-control refers to a salesperson's intelligence, product knowledge, and discipline rather than to emotions, passions, and desires.

Question 39

Conceptual skills are especially important for the creative order-getters.

Question 40

The sales process refers to the checklist salespeople use to prepare for addressing prospects' objections.

Question 41

A salesperson that adheres to the Golden Rule of Personal Selling:

A) is primarily motivated by money.
B) is driven by pride and recognition.
C) focuses on laws rather than morals.
D) finds others' interests most important.
E) requires intensive monitoring from managers.

Question 42

In which of the following situations is the individual NOT actively engaged in selling?

A) Steve is trying to convince his professor that he deserves an "A."
B) Brendan is persuading Marilyn to loan him $10, so he can order a pizza.
C) Chad is trying to convince his biology lab partner to sketch the internal organs of the frog they dissected in lab.
D) Anna is trying to persuade her husband to attend her family reunion.
E) Daniel is creating a logo for his home-based Web services company.

Question 43

Donna Carter goes from house-to-house in her neighborhood taking orders for Pampered Chef kitchen products. Donna's face-to-face sales with consumers are an example of:

A) direct selling.
B) wholesale selling.
C) account representation.
D) detail selling.
E) sales engineering.

Question 44

In the position of an account representative, an employee is most likely to:

A) concentrate on performing promotional activities and introducing new products.
B) sell products that call for an ability to discuss technical aspects of the product.
C) sell tangible, highly complex products to industrial buyers and manufacturers.
D) call on a large number of already established customers and ask for orders.
E) sell the benefits of intangible or nonphysical products such as financial services.

Question 45

Billy Marshall sells blank aluminum cans for soda manufacturers to fill. Billy would be best classified as a(n):

A) detail salesperson.
B) account representative.
C) sales engineer.
D) direct salesperson.
E) industrial products salesperson.

Question 46

Fred has decided to switch from cable to satellite television. Fred calls DirecTV and speaks with an individual named Susan who places the order and collects Fred's payment information. Susan is most likely a(n):

A) detail salesperson
B) order-taker
C) service salesperson
D) wholesale salesperson
E) order-getter

Question 47

Which of the following statements about order-getters is most likely true?

A) They do not use a sales strategy.
B) They wait for customers to place orders.
C) They avoid creative sales presentations.
D) They often do not attempt to close a sale.
E) They typically earn more money than order-takers.

Question 48

A(n) _____ focuses on performing promotional activities and introducing new products rather than directly soliciting orders.

A) sales engineer
B) account representative
C) detail salesperson
D) retail salesperson
E) service salesperson

Question 49

Which of the following is most likely a characteristic of traditional salespeople?

A) Building long-term relationships with customers
B) Making legal and ethical decisions
C) Focusing exclusively on customer service
D) Finding others' interests more important than their own
E) Seeking recognition for their efforts

Question 50

Laura sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture of furniture. Since the products that she sells to the furniture makers are nontechnical in nature, Laura could be best described as a(n):

A) account representative.
B) detail salesperson.
C) sales engineer.
D) order-taker.
E) industrial products salesperson.

Question 51

Robert Clarence is a(n) _____ for a manufacturer of restaurant-grade appliances. He does not directly solicit orders. His primary duties involve promotional activities such as introducing and demonstrating new products at trade shows.

A) retail salesperson
B) detail salesperson
C) sales engineer
D) service salesperson
E) account representative

Question 52

A sales engineer:

A) services the retail products sold to customers.
B) services the industrial products sold to institutions.
C) sells products directly to consumers.
D) is also known as an order-taker.
E) sells products that call for technical know-how.

Question 53

Peter sells electrical supplies to retailers and home builders. Peter's organization buys the electrical supplies from various manufacturers. Peter is best classified as a(n) _________.

A) retail salesperson
B) detail salesperson
C) accounts representative
D) wholesale salesperson
E) sales engineer

Question 54

In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually begins at the level of:

A) district sales manager.
B) sales engineer.
C) sales trainee.
D) key account salesperson.
E) assistant manager.

Question 55

The person who telephoned James last night to ask him if he was interested in adding HBO and Cinemax to his current television cable system would be classified as a(n):

A) relationship seller.
B) retail salesperson.
C) order-taker.
D) account representative.
E) sales engineer.

Question 56

Kevin contacted his local phone company yesterday and talked to the receptionist about whether or not it is possible to have an Internet connection without having local phone service. The receptionist is likely to have put him in touch with a(n):

A) detail salesperson.
B) retail salesperson.
C) order-taker.
D) account representative.
E) sales engineer.

Question 57

The person behind the counter at McDonald's who enters your order, takes your money, and hands you your food is a(n):

A) retail salesperson.
B) sales executive.
C) order-getter.
D) direct salesperson.
E) account representative.

Question 58

What is one of the reasons that people choose sales jobs?

A) Very little pressure
B) High degree of freedom
C) Minimal accountability required
D) Few skills needed for success in the field
E) High fixed salaries compared to most other jobs.

Question 59

In which of the following industries are you most likely to find a sales engineer being used?

A) Apparel
B) Heavy equipment
C) Pharmaceuticals
D) Pet supplies
E) Health food

Question 60

Anderson is a used cars salesperson, and he believes in the Golden Rule of Personal Selling. He would most likely believe that:

A) profit maximization is the ultimate goal of business.
B) an action is acceptable if it is legally correct.
C) salespeople should be driven by pride and achievements.
D) money and long-term customer loyalty are essential.
E) positive sales results are to be attributed to other people.

Question 61

Which of the following statements about sales jobs is most likely false?

A) Sales jobs require salespeople to exhibit more tact than other professions do.
B) Many salespeople work with little or no supervision.
C) Many sales jobs require considerable traveling and time spent away from family.
D) Salespeople represent their companies to the outside world.
E) Salespeople spend little or no company funds for entertainment.

Question 62

Which of the following statements about sales success is most likely true?

A) For success in sales, it is more important to speak well than to listen well.
B) Modern salespeople make contributions to the welfare of others through service.
C) Operational orientation is more important to salespeople than strategic orientation.
D) Successful salespeople are more focused on closing than the other aspects of sales.
E) Physical attributes such as stamina are not relevant to long-term sales success.

Question 63

The basic competencies of selling that are required of top professional salespeople are selling skills and _________.

A) accounting knowledge
B) product knowledge
C) ethical social responsibility
D) interpersonal communication
E) computer expertise

Question 64

Which of the following positions appears lower than other positions in the upward sequence of job movements during a sales career?

A) District sales manager
B) Key account salesperson
C) Regional sales manager
D) Area sales manager
E) Divisional sales supervisor

Question 65

People like to buy from people they know and trust, which illustrates the importance of using:

A) the Golden Rule of Selling.
B) traditional methods of selling.
C) a transactional approach to sales.
D) the trial close ahead of close.
E) an alternative sales close.

Question 66

According to the text, there are several questions you should ask yourself as you decide whether a career in sales is appropriate for you. Which one of the following is LEAST relevant to determining whether a career in sales is best for you?

A) How much freedom do I want in a job?
B) Do I have the personality characteristics for the job?
C) Am I willing to transfer to another city?
D) Do I mind traveling for work?
E) How much money do I want to earn?

Question 67

The acronym SSUCCESS is used in selling to help you remember the eight:

A) most frequently listed characteristics needed to be successful in sales.
B) steps required to create a customer profile.
C) mental stages of the customer purchasing process.
D) types of knowledge a salesperson needs to succeed.
E) steps to creating an effective sales presentation.

Question 68

Which of the following is identified by the text as a conceptual skill?

A) Using technology
B) Thinking strategically
C) Using persuasive speech
D) Mastering sales techniques
E) Working with other people

Question 69

Dwight has recently been promoted to a position as a territory manager. Which of the following should Dwight expect to do in his new job?

A) Recruiting new employees
B) Developing ad campaigns
C) Designing product logos
D) Solving customer issues
E) Calculating overhead costs

Question 70

In addition to performance, the salary earned by a sales manager is LEAST related to the:

A) annual sales volume of units managed.
B) number of salespeople managed.
C) length of experience in sales.
D) annual sales volume of the firm.
E) educational qualifications.

Question 71

All of the following are nonfinancial rewards salespeople experience EXCEPT:

A) job knowledge.
B) job satisfaction.
C) club memberships.
D) positive self-worth.
E) customer appreciation.

Question 72

According to the text, what is the most difficult trait for a salesperson to develop?

A) Kindness
B) Self-control
C) Patience
D) Caution
E) Fairness

Question 73

_____ skill is the cognitive ability to see the selling process as a whole and the relationship among its parts.

A) Human
B) Observational
C) Conceptual
D) Technical
E) Developmental

Question 74

As a part of providing service to customers, a professional salesperson would be expected to do all of the following EXCEPT:

A) return damaged merchandise.
B) handle customer complaints.
C) develop promotional ideas.
D) suggest business opportunities.
E) provide information to competitors.

Question 75

Effective territory management most likely requires salespeople to:

A) engage in strategic management opportunities.
B) build integrated marketing communications systems.
C) avoid nonselling activities due to cost overruns.
D) provide employers with market information.
E) sell exclusively to overseas, corporate clients.

Question 76

The "heart" of the eight work characteristics for sales success is:

A) sales knowledge.
B) cultural sensitivity.
C) love of selling.
D) communication ability.
E) stamina for the job.

Question 77

Which of the following is NOT part of the acronym SSUCCESS?

A) Use of the Golden Rule
B) Stamina for the job
C) Personal characteristics
D) Strategic thinking
E) Cultural sensitivity

Question 78

Which of the following is NOT one of the four main elements in the customer relationship process used by salespeople to build long-term relationships?

A) Providing service
B) Analyzing needs
C) Gaining commitment
D) Evaluating competitors
E) Presenting product benefits

Question 79

A senior salesperson regularly contacts the larger, more important customers. This function is referred to as a(n) _____ sales position.

A) technical
B) imagery
C) key account
D) composite
E) alternate

Question 80

Since it is essential to build a long-term relationship with buyers, the salesperson's job is to:

A) persuade the customer to perform the desired action without much delay.
B) coerce the customer to make a decision in favor of the company as early as possible.
C) present necessary information for the buyer to make an educated decision.
D) influence the customer-decision making process by manipulating available information.
E) make sales presentations that are favorable to the company and its products.