TEST BANK
Fundamentals of Selling: Customers for Life through Service
Charles M. Futrell
13th Edition
PR
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FD
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C
Page | 1
,Table of Contents
Part I: Selling as a Profession
1. The Life, Times, and Career of the Professional Salesperson
2. Relationship Marketing: Where Personal Selling Fits
3. Ethics First… Then Customer Relationships
Part II: Preparation for Relationship Selling
4. The Psychology of Selling: Why People Buy
5. Communication for Relationship Building: It’s Not All Talk
6. Sales Knowledge: Customers, Products, Technologies
Part III: The Relationship Selling Process
7. Prospecting – The Lifeblood of Selling
8. Planning the Sales Call Is a Must
9. Carefully Select Which Sales Presentation Method to Use
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10. Begin Your Presentation Strategically
11. Elements of a Great Sales Presentation
12. Welcome Your Prospect’s Objections
13. Closing Begins the Relationship
14. Service and Follow-Up for Customer Retention
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Part IV: Managing Yourself, Your Career, and Others
15. Time, Territory, and Self-Management: Keys to Success
16. Planning, Staffing, and Training Successful Salespeople
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17. Motivation, Compensation, Leadership, and Evaluation of Salespeople
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Page | 2
,Chapter 01 The Life, Times, and Career of the Professional Salesperson
Learning Objectives:
01-01 Define and explain the term selling. 01-02 Explain why everyone sells, even you.
01-03 Explain the relationship between the definition of personal selling and the Golden Rule of
Personal Selling.
01-04 Discuss the reasons as to why people might choose a sales career. 01-05 Enumerate some of the
various types of sales jobs.
01-06 Describe the job activities of salespeople.
01-07 Define the characteristics that salespeople believe are needed for success in building relationships
with customers.
PR
01-08 List and explain the 10 steps in the sales process.
True / False Questions
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1. Selling and marketing are interchangeable terms for the same business activity. Answer: False
Learning Objective: 01-01 Topic: What Is Selling?
FD
Blooms: Remember AACSB: Analytic
Level of Difficulty: Easy
Explanation: Selling is a marketing component that refers to the personal communication of information
O
to persuade a prospective customer to buy something. Marketing is an organizational function and a set of
processes for creating, communicating and delivering value to customers and for managing customer
relationships in ways that benefit the organization and its stakeholders.
C
2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
interested in the needs of customers.
Answer: False
Learning Objective: 01-03
Topic: The Golden Rule of Personal Selling Blooms: Understand
AACSB: Analytic
Level of Difficulty: Medium
Page | 3
, Explanation: As Gallup‘s survey poll of Americans indicates, people view traditional salespeople as
having their self-interest as a priority. This type of salesperson is preoccupied with his or her own well-
being—usually defined in terms of making money—and thus is selfish and cannot be trusted.
3. Personal selling refers to the personal communication of information to unselfishly persuade a
prospective customer to buy something that satisfies that individual's needs.
Answer: True
Learning Objective: 01-01
Topic: A New Definition of Personal Selling Blooms: Remember
AACSB: Analytic
PR
Level of Difficulty: Easy
Explanation: Personal selling refers to the personal communication of information to unselfishly persuade
a prospective customer to buy something—a good, a service, an idea, or something else—that satisfies
that individual‘s needs.
O
4. The Golden Rule of Personal Selling describes the willingness to plan and execute product, price,
FD
distribution, and promotion plans so as to create exchanges that satisfy individual and organizational
objectives.
Answer: False
Learning Objective: 01-03
O
Topic: The Golden Rule of Personal Selling Blooms: Remember
C
AACSB: Analytic
Level of Difficulty: Easy
Explanation: The Golden Rule of Personal Selling refers to the sales philosophy of unselfishly treating
others as you would like to be treated. Reciprocity is not expected.
5. As a salesperson‘s self-interest decreases, a salesperson‘s interest in providing customer service is more
likely to increase.
Answer: True
Learning Objective: 01-03
Page | 4
Fundamentals of Selling: Customers for Life through Service
Charles M. Futrell
13th Edition
PR
O
FD
O
C
Page | 1
,Table of Contents
Part I: Selling as a Profession
1. The Life, Times, and Career of the Professional Salesperson
2. Relationship Marketing: Where Personal Selling Fits
3. Ethics First… Then Customer Relationships
Part II: Preparation for Relationship Selling
4. The Psychology of Selling: Why People Buy
5. Communication for Relationship Building: It’s Not All Talk
6. Sales Knowledge: Customers, Products, Technologies
Part III: The Relationship Selling Process
7. Prospecting – The Lifeblood of Selling
8. Planning the Sales Call Is a Must
9. Carefully Select Which Sales Presentation Method to Use
PR
10. Begin Your Presentation Strategically
11. Elements of a Great Sales Presentation
12. Welcome Your Prospect’s Objections
13. Closing Begins the Relationship
14. Service and Follow-Up for Customer Retention
O
Part IV: Managing Yourself, Your Career, and Others
15. Time, Territory, and Self-Management: Keys to Success
16. Planning, Staffing, and Training Successful Salespeople
FD
17. Motivation, Compensation, Leadership, and Evaluation of Salespeople
O
C
Page | 2
,Chapter 01 The Life, Times, and Career of the Professional Salesperson
Learning Objectives:
01-01 Define and explain the term selling. 01-02 Explain why everyone sells, even you.
01-03 Explain the relationship between the definition of personal selling and the Golden Rule of
Personal Selling.
01-04 Discuss the reasons as to why people might choose a sales career. 01-05 Enumerate some of the
various types of sales jobs.
01-06 Describe the job activities of salespeople.
01-07 Define the characteristics that salespeople believe are needed for success in building relationships
with customers.
PR
01-08 List and explain the 10 steps in the sales process.
True / False Questions
O
1. Selling and marketing are interchangeable terms for the same business activity. Answer: False
Learning Objective: 01-01 Topic: What Is Selling?
FD
Blooms: Remember AACSB: Analytic
Level of Difficulty: Easy
Explanation: Selling is a marketing component that refers to the personal communication of information
O
to persuade a prospective customer to buy something. Marketing is an organizational function and a set of
processes for creating, communicating and delivering value to customers and for managing customer
relationships in ways that benefit the organization and its stakeholders.
C
2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
interested in the needs of customers.
Answer: False
Learning Objective: 01-03
Topic: The Golden Rule of Personal Selling Blooms: Understand
AACSB: Analytic
Level of Difficulty: Medium
Page | 3
, Explanation: As Gallup‘s survey poll of Americans indicates, people view traditional salespeople as
having their self-interest as a priority. This type of salesperson is preoccupied with his or her own well-
being—usually defined in terms of making money—and thus is selfish and cannot be trusted.
3. Personal selling refers to the personal communication of information to unselfishly persuade a
prospective customer to buy something that satisfies that individual's needs.
Answer: True
Learning Objective: 01-01
Topic: A New Definition of Personal Selling Blooms: Remember
AACSB: Analytic
PR
Level of Difficulty: Easy
Explanation: Personal selling refers to the personal communication of information to unselfishly persuade
a prospective customer to buy something—a good, a service, an idea, or something else—that satisfies
that individual‘s needs.
O
4. The Golden Rule of Personal Selling describes the willingness to plan and execute product, price,
FD
distribution, and promotion plans so as to create exchanges that satisfy individual and organizational
objectives.
Answer: False
Learning Objective: 01-03
O
Topic: The Golden Rule of Personal Selling Blooms: Remember
C
AACSB: Analytic
Level of Difficulty: Easy
Explanation: The Golden Rule of Personal Selling refers to the sales philosophy of unselfishly treating
others as you would like to be treated. Reciprocity is not expected.
5. As a salesperson‘s self-interest decreases, a salesperson‘s interest in providing customer service is more
likely to increase.
Answer: True
Learning Objective: 01-03
Page | 4
