Question 1

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 this type of customer?
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.

Accepted Answer

The answer of Terrance Simpson is a sales representative for...

Question 2

Patronage buying motives are particularly important when product offerings from several companies are very similar.

Accepted Answer

A) True 
 B)False

Question 3

Cross-generational selling is most likely a challenge because different generations:
A)have different basic emotional needs
B)prefer different forms of contact
C)have different physiological needs
D)feel mistrust for each other
E)have power dynamic issues

Accepted Answer

The answer of Cross-generational selling is most likely a challenge...

Question 4

Which of the following motives would most likely make a customer buy from the same business they have been buying from?
A)systems buying motives
B)emotional buying motives
C)brand loyalty motives
D)product buying motives
E)patronage buying motives

Accepted Answer

The answer of Which of the following motives would most...

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?
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?

Accepted Answer

The answer of According to the buyer resolution theory,which of...

Question 6

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. 
-On a customer satisfaction survey,which answer most likely suggests that RealPlan salespeople should focus on needs awareness?

Accepted Answer

A) "The product was not as sturdy as the salesperson said it would be." 
B) "The product did not solve my primary problems." 
C) "The product is not a good value for the money." 
D) "The product arrived torn in the box." 
E) "The product had a strange color."

Question 7

Which of the following is a factor that would motivate a rational buyer?
A)prestige
B)nostalgia
C)celebrity endorsement
D)durability
E)branding

Accepted Answer

The answer of Which of the following is a factor...

Question 8

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.

Question 9

Buyer resolution theory says that the buyer can only decide to buy after having answered a series of five questions about the purchase.

Accepted Answer

A) True 
 B)False

Question 10

An aroused need,drive,or desire is referred to as a(n):
A)buying motive
B)undifferentiated motive
C)compelling motive
D)rational motive
E)personal motive

Accepted Answer

The answer of An aroused need,drive,or desire is referred to...

Question 11

There are three types of organizational buying situations: new-task buy,straight rebuy,and modified rebuy.

Accepted Answer

A) True 
 B)False

Question 12

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 relies on the buyer resolution theory to pursue sales. Terrance is most likely vulnerable to which of the following factors?
A)increasing the time it takes to close the sale
B)spending too little time building rapport with the customer
C)losing focus on the features and benefits of the product
D)shifting all the power in the transaction to the customer
E)focusing on a decision in the process that is not an issue for the customer

Accepted Answer

The answer of Terrance Simpson is a sales representative for...

Question 13

According to the text,Ashley Pineda of the PulteGroup needs to do which of the following before meeting with customers?

Accepted Answer

A) Rehearse her sales presentation until she has it memorized. 
B) Conduct research to determine each customer's specific needs. 
C) Contact the home office to confirm the customer's address. 
D) Meet with her sales manager about her flagging sales. 
E) Implement a systems selling strategy director.

Question 14

What most likely leads a prospect to purchase one product instead of another?
A)product buying motives
B)patronage affiliations
C)buyer resolutions
D)group emotional needs
E)physiological concerns

Accepted Answer

The answer of What most likely leads a prospect to...

Question 15

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 16

Which type of consumer buying situation requires very little consumer involvement and brand differences are usually insignificant?

Accepted Answer

A) habitual buying decision 
B) straight rebuy decision 
C) complex buying decision 
D) modified rebuy decision 
E) partner buying decision

Question 17

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

Accepted Answer

The answer of Terrance Simpson is a sales representative for...

Question 18

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.
-Managers at Swim-Tex have informed members of the purchasing department to change straight rebuy situations to modified rebuys. What does this most likely mean for members of the Swim-Tex purchasing department?

Accepted Answer

A) renegotiating prices with vendors 
B) simplifying the buying process 
C) building strategic alliances 
D) forming a new value chain 
E) focusing on a decision in the process that is not an issue for the customer

Question 19

In Maslow's theory,after physiological needs have been satisfied,the next need level is likely to be:
A)self-actualization
B)psychological awareness
C)freedom from danger
D)worthiness in the eyes of others
E)food and shelter

Accepted Answer

The answer of In Maslow's theory,after physiological needs have been...

Question 20

A habitual rebuy is characterized by perceived brand differences and high customer involvement.

Accepted Answer

A) True 
 B)False

Exam 8: The Buying Process and Buyer Behavior

Patronage buying motives are particularly important when product offerings from several companies are very similar.

Cross-generational selling is most likely a challenge because different generations: A)have different basic emotional needs B)prefer different forms of contact C)have different physiological needs D)feel mistrust for each other E)have power dynamic issues

Which of the following motives would most likely make a customer buy from the same business they have been buying from? A)systems buying motives B)emotional buying motives C)brand loyalty motives D)product buying motives E)patronage buying motives

Which of the following is a factor that would motivate a rational buyer? A)prestige B)nostalgia C)celebrity endorsement D)durability E)branding

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

Buyer resolution theory says that the buyer can only decide to buy after having answered a series of five questions about the purchase.

An aroused need,drive,or desire is referred to as a(n): A)buying motive B)undifferentiated motive C)compelling motive D)rational motive E)personal motive

There are three types of organizational buying situations: new-task buy,straight rebuy,and modified rebuy.

According to the text,Ashley Pineda of the PulteGroup needs to do which of the following before meeting with customers?

What most likely leads a prospect to purchase one product instead of another? A)product buying motives B)patronage affiliations C)buyer resolutions D)group emotional needs E)physiological concerns

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

Which type of consumer buying situation requires very little consumer involvement and brand differences are usually insignificant?

In Maslow's theory,after physiological needs have been satisfied,the next need level is likely to be: A)self-actualization B)psychological awareness C)freedom from danger D)worthiness in the eyes of others E)food and shelter

A habitual rebuy is characterized by perceived brand differences and high customer involvement.