ABC's of Relationship Selling through Service 13th
Edition Test Bank (Chapter 1-14)
,Content
Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Ethics First . . . then Customer Relationships
Chapter 3: The Psychology of Selling: Why People Buy
Chapter 4: Communication for Relationship Building: It's not All Talk
Chapter 5: Sales Knowledge: Customers, Products, Technologies
Chapter 6: Prospecting—The Lifeblood of Selling
Chapter 7: Planning the Sales Call is a Must!
Chapter 8: Carefully Select Which Sales Presentation Method to Use
Chapter 9: Begin Your Presentation Strategically
Chapter 10: Elements of a Great Sales Presentation
Chapter 11: Welcome Your Prospect's Objections
Chapter 12: Closing Begins the Relationship
Chapter 13: Service and Follow-Up for Customer Retention
Chapter 14: Time, Territory, and Self-Management: Keys to Success
, Chapter 1: The Life, Times, and Career of the
Professional Salesperson
ABC's of Relationship Selling, 13e (Futrell)
Chapter 1 The Life, Times, and Career of the Professional Salesperson
1) The marketing concept is a business philosophy that says the customers' want- satisfaction is
the economic and social justification for a firm's existence.
2) Selling and marketing are not synonymous.
3) The marketing mix consists of three components: price, product, and promotion.
4) Professional selling refers to the holistic business system required to effectively develop,
manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or
services for equitable value.
5) The Core Principles of Professional Selling refer to: 1) unselfishly serving the buyer or buying
organization and 2) professionally representing the selling organization.
6) Students graduating from a sales program learn faster in their sales position than students
without a sales education.
7) One of the reasons to choose a sales career is the wide variety of sales jobs available.
8) Maintaining a professional sales force accounts for major expenditures by most companies.
Thus, professional selling presents a large number of career opportunities.
9) A wholesale salesperson would sell designer clothing to a department store which in turn
would resell the items to individual customers.
10) A sales engineer works for a manufacturer and sells the benefits of intangible products.
11) There are no differences between what a service salesperson sells and what an industrial
products salesperson sells.
12) Creative selling is an important part of what an order-getter does.
13) Even experienced sales representatives in outside sales typically receive intensive direct
supervision.
14) A salesperson's career path is the upward sequence of job movements during a sales career.
15) 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 and personnel who are at a comparable level in the organization.
16) Financial rewards for professional salespeople are commonly solely based on performance.
17) To be a successful salesperson, a salesperson must love to sell.
18) Today's salespeople make a contribution to the welfare of others through service.
19) A salesperson needs physical, spiritual, and mental stamina to succeed.
20) Today's salesperson needs personal characteristics that allow for true caring for customers.
21) Emotional self-control is difficult for many salespeople to develop because of personal and
financial investments in making sales to customers.
22) Self-control refers to the discipline needed to rise early, work late, and prepare for the next
day in the evening.
23) Many of today's salespeople are considered professionals due to their product knowledge and
customer service.
24) The acronym ABCS represents the tools needed for creating a successful marketing mix.
25) Relationship selling is the creation of customer loyalty.
26) As a profession, salespeople need no more tact than those in any other profession.
27) Salespeople need not increase sales in old accounts if they are generating a sufficient number
of new customers.
28) As manager of a sales territory, a salesperson is responsible for providing solutions to
customers' problems.
29) While salespeople typically provide many services for their customers, returning damaged
merchandise is not one of them.
30) It is inappropriate for a salesperson to provide information to his/her company on such topics
as competitors' activities and market opportunities since doing so would exceed his/her authority
and violate customer confidence.
31) To develop a reputation as a professional, you must be willing to ignore your conscience and
get the sale no matter what it takes.
32) To be viewed as professionals and respected by customers, salespeople join organizations
such as, The Lions Club, the Chamber of Commerce and other local service organizations.
Edition Test Bank (Chapter 1-14)
,Content
Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Ethics First . . . then Customer Relationships
Chapter 3: The Psychology of Selling: Why People Buy
Chapter 4: Communication for Relationship Building: It's not All Talk
Chapter 5: Sales Knowledge: Customers, Products, Technologies
Chapter 6: Prospecting—The Lifeblood of Selling
Chapter 7: Planning the Sales Call is a Must!
Chapter 8: Carefully Select Which Sales Presentation Method to Use
Chapter 9: Begin Your Presentation Strategically
Chapter 10: Elements of a Great Sales Presentation
Chapter 11: Welcome Your Prospect's Objections
Chapter 12: Closing Begins the Relationship
Chapter 13: Service and Follow-Up for Customer Retention
Chapter 14: Time, Territory, and Self-Management: Keys to Success
, Chapter 1: The Life, Times, and Career of the
Professional Salesperson
ABC's of Relationship Selling, 13e (Futrell)
Chapter 1 The Life, Times, and Career of the Professional Salesperson
1) The marketing concept is a business philosophy that says the customers' want- satisfaction is
the economic and social justification for a firm's existence.
2) Selling and marketing are not synonymous.
3) The marketing mix consists of three components: price, product, and promotion.
4) Professional selling refers to the holistic business system required to effectively develop,
manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or
services for equitable value.
5) The Core Principles of Professional Selling refer to: 1) unselfishly serving the buyer or buying
organization and 2) professionally representing the selling organization.
6) Students graduating from a sales program learn faster in their sales position than students
without a sales education.
7) One of the reasons to choose a sales career is the wide variety of sales jobs available.
8) Maintaining a professional sales force accounts for major expenditures by most companies.
Thus, professional selling presents a large number of career opportunities.
9) A wholesale salesperson would sell designer clothing to a department store which in turn
would resell the items to individual customers.
10) A sales engineer works for a manufacturer and sells the benefits of intangible products.
11) There are no differences between what a service salesperson sells and what an industrial
products salesperson sells.
12) Creative selling is an important part of what an order-getter does.
13) Even experienced sales representatives in outside sales typically receive intensive direct
supervision.
14) A salesperson's career path is the upward sequence of job movements during a sales career.
15) 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 and personnel who are at a comparable level in the organization.
16) Financial rewards for professional salespeople are commonly solely based on performance.
17) To be a successful salesperson, a salesperson must love to sell.
18) Today's salespeople make a contribution to the welfare of others through service.
19) A salesperson needs physical, spiritual, and mental stamina to succeed.
20) Today's salesperson needs personal characteristics that allow for true caring for customers.
21) Emotional self-control is difficult for many salespeople to develop because of personal and
financial investments in making sales to customers.
22) Self-control refers to the discipline needed to rise early, work late, and prepare for the next
day in the evening.
23) Many of today's salespeople are considered professionals due to their product knowledge and
customer service.
24) The acronym ABCS represents the tools needed for creating a successful marketing mix.
25) Relationship selling is the creation of customer loyalty.
26) As a profession, salespeople need no more tact than those in any other profession.
27) Salespeople need not increase sales in old accounts if they are generating a sufficient number
of new customers.
28) As manager of a sales territory, a salesperson is responsible for providing solutions to
customers' problems.
29) While salespeople typically provide many services for their customers, returning damaged
merchandise is not one of them.
30) It is inappropriate for a salesperson to provide information to his/her company on such topics
as competitors' activities and market opportunities since doing so would exceed his/her authority
and violate customer confidence.
31) To develop a reputation as a professional, you must be willing to ignore your conscience and
get the sale no matter what it takes.
32) To be viewed as professionals and respected by customers, salespeople join organizations
such as, The Lions Club, the Chamber of Commerce and other local service organizations.
