TEST BANK
SELL, 7th Edition by Ingram, LaForge
Chapters 1 – 10 All Complete
TESTBANK
Page 1
,TABLE OFCONTENTS
1. Overview of Personal Selling.
2. Building Trust and Sales Ethics.
3. Understanding Buyers.
4. Communication Skills.
5. Strategic Prospecting and Preparing for Sales Dialogue.
6. Planning Sales Dialogues and Presentations.
7. Sales Dialogue: Creating and Communicating Value.
8. Addressing Concerns and Earning Commitment.
9. Expanding Customer Relationships.
10. Adding Value: Self-Leadership and Teamwork.
Page 2
,Chapter 01 SELL7
Answers at the end of each chapter
2 2 2 2 2 2
Indicate whether the statement is true or false.
1. All order-getters are also pioneers and all pioneers are also order-getters.
a. True
b. False
2. The three phases of the sales process are initiating, developing, and enhancing customer relationships.
a. True
b. False
3. As2a salesperson at Solari, Michi is2expected to identify customers but is2not responsible2for generating re
venue.
a. True
b. False
4. Order-takers are not2 too involved in creative selling.
a. True
b. False
5. In the business-to-
business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor r
ecommendations via Twitter and LinkedIn.
a. True
b. False
6. As salespeople serve their customers, they simultaneously serve their employers and society.
a. True
b. False
7. The independence of action traditionally enjoyed by salespeople is frequently a byproduct of decentralized sales
operations in which salespeople live and work away from headquarters.
a. True
b. False
8. Unlike need satisfaction selling, stimulus response selling focuses on customers rather than on salespeople.
a. True
b. False
9. In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by he
lping to sustain periods of relative prosperity.
a. True
b. False
10. Consumers who are likely to be early adopters of an innovation often rely on salespeople as2a tertiary source of
information.
a. True
b. False
Page 3
,Name: Class: Date:
Chapter 01 SELL7
11. Salespeople are concerned only with sales revenue and not with overall profitability.
a. True
b. False
12. In recent years, marketing and sales personnel have been in strong demand for upper management2positions.
a. True
b. False
13. In the problem-
solving approach to selling, competitors' offerings are never included as alternatives in a customer's purch
ase decision.
a. True
b. False
14. Sales does not meet the criterion of making a significant contribution to society.
a. True
b. False
15. Salespeople are concerned with profitability in bottom-
line terms, whereas accountants and financial staff are responsible for achieving a healthy "top line" on the pr
ofit and loss statement.
a. True
b. False
16. Personal selling and sales promotion are both forms of marketing communications.
a. True
b. False
17. Customers do not expect salespeople to be knowledgeable about2market opportunities and relevant2business
trends that may affect a customer's business.
a. True
b. False
18. Customers who appreciate the need satisfaction selling method are often willing to spend considerable time in p
reliminary meetings to define needs prior to a sales presentation or written sales proposal.
a. True
b. False
19. While acting as agents of innovation, salespeople invariably encounter openness to and acceptance of change
from consumers in the latter stages of the diffusion process.
a. True
b. False
20. Two types of new-business salespeople are order-takers and order-getters.
a. True
b. False
Page 4
,Name: Class: Date:
Chapter 01 SELL7
Indicate the answer choice that best completes the statement or answers the question.
21. In the context of mental states selling, which of the following tactics can a salesperson use to draw the attention of
a prospective customer to a product?
a. Overcoming resistance of the prospect
b. Building rapport with the prospect
c. Persuading the prospect to try the product
d. Demonstrating the product
e. Building a sense of urgency about2the product
22. Which of the following helps marketing and sales personnel to be good candidates for upper management
positions?
a. Their ability to overcome negative feedback
b. Their ability to meet customer needs
c. Their ability to isolate themselves from their customer's decision-making process
d. Their ability to resist changes
e. Their ability to push products to customers
23. Which of the following is a characteristic of sales careers?
a. Delayed feedback on job performance
b. Negligible job security
c. Vegetation and monotony
d. An annual salary of approximately $60,869 for the average salesperson
e. Advancement opportunities
24. Which of the following forms of marketing involves talking with buyers before, during, and after the sale?
a. Personal selling
b. Public relations
c. Direct marketing
d. Sales promotion
e. Electronic marketing
25. Which of the following approaches to personal selling forces a salesperson to plan the sales presentation prior to
calling on a customer?
a. Need satisfaction selling
b. Mental states selling
c. Problem-solving selling
d. Consultative selling
e. Adaptive selling
Page 5
, Name: Class: Date:
Chapter 01 SELL7
26. Which of the following statements is true of stimulus response selling?
a. The sales message in stimulus response selling cannot be prepared before sales dialogue.
b. It cannot be used with a canned sales presentation.
c. It calls for the buyer to dominate the flow of conversation in sales dialogue.
d. Inexperienced salespeople can rely on stimulus response sales methods in some settings.
e. It is most suitable when the prospects are professional buyers.
27. is a customer-oriented approach that2uses truthful, non-manipulative tactics to satisfy the long-
term needs of both the customer and the selling firm.
a. Sales prospecting
b. A sales pitch
c. Sales advertising
d. Sales professionalism
e. A sales funnel
28. Which of the following is2a category of sales support personnel who are not typically involved in the direct s
olicitation of purchase orders?
a. Missionary salespeople
b. Pioneers
c. Order-getters
d. Inside salespeople
e. Direct-to-consumer salespeople
29. In the context of the attributes required for a successful sales career, which of the following includes asking ap
propriate questions and not interrupting at inappropriate times?
a. Active listening
b. Service orientation
c. Adaptability
d. Initiative
e. Logical reasoning
30. Terry, a sales executive at AutoMoco, ensures customer satisfaction through continued post-sale follow-
up. He addresses customer queries by coordinating with various departments at AutoMoco and getting expert a
dvice from their personnel. In this scenario, Terry plays the role of a .
a. business consultant
b. strategic orchestrator
c. revenue producer
d. market researcher
e. negotiation expert
Page 6
SELL, 7th Edition by Ingram, LaForge
Chapters 1 – 10 All Complete
TESTBANK
Page 1
,TABLE OFCONTENTS
1. Overview of Personal Selling.
2. Building Trust and Sales Ethics.
3. Understanding Buyers.
4. Communication Skills.
5. Strategic Prospecting and Preparing for Sales Dialogue.
6. Planning Sales Dialogues and Presentations.
7. Sales Dialogue: Creating and Communicating Value.
8. Addressing Concerns and Earning Commitment.
9. Expanding Customer Relationships.
10. Adding Value: Self-Leadership and Teamwork.
Page 2
,Chapter 01 SELL7
Answers at the end of each chapter
2 2 2 2 2 2
Indicate whether the statement is true or false.
1. All order-getters are also pioneers and all pioneers are also order-getters.
a. True
b. False
2. The three phases of the sales process are initiating, developing, and enhancing customer relationships.
a. True
b. False
3. As2a salesperson at Solari, Michi is2expected to identify customers but is2not responsible2for generating re
venue.
a. True
b. False
4. Order-takers are not2 too involved in creative selling.
a. True
b. False
5. In the business-to-
business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor r
ecommendations via Twitter and LinkedIn.
a. True
b. False
6. As salespeople serve their customers, they simultaneously serve their employers and society.
a. True
b. False
7. The independence of action traditionally enjoyed by salespeople is frequently a byproduct of decentralized sales
operations in which salespeople live and work away from headquarters.
a. True
b. False
8. Unlike need satisfaction selling, stimulus response selling focuses on customers rather than on salespeople.
a. True
b. False
9. In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by he
lping to sustain periods of relative prosperity.
a. True
b. False
10. Consumers who are likely to be early adopters of an innovation often rely on salespeople as2a tertiary source of
information.
a. True
b. False
Page 3
,Name: Class: Date:
Chapter 01 SELL7
11. Salespeople are concerned only with sales revenue and not with overall profitability.
a. True
b. False
12. In recent years, marketing and sales personnel have been in strong demand for upper management2positions.
a. True
b. False
13. In the problem-
solving approach to selling, competitors' offerings are never included as alternatives in a customer's purch
ase decision.
a. True
b. False
14. Sales does not meet the criterion of making a significant contribution to society.
a. True
b. False
15. Salespeople are concerned with profitability in bottom-
line terms, whereas accountants and financial staff are responsible for achieving a healthy "top line" on the pr
ofit and loss statement.
a. True
b. False
16. Personal selling and sales promotion are both forms of marketing communications.
a. True
b. False
17. Customers do not expect salespeople to be knowledgeable about2market opportunities and relevant2business
trends that may affect a customer's business.
a. True
b. False
18. Customers who appreciate the need satisfaction selling method are often willing to spend considerable time in p
reliminary meetings to define needs prior to a sales presentation or written sales proposal.
a. True
b. False
19. While acting as agents of innovation, salespeople invariably encounter openness to and acceptance of change
from consumers in the latter stages of the diffusion process.
a. True
b. False
20. Two types of new-business salespeople are order-takers and order-getters.
a. True
b. False
Page 4
,Name: Class: Date:
Chapter 01 SELL7
Indicate the answer choice that best completes the statement or answers the question.
21. In the context of mental states selling, which of the following tactics can a salesperson use to draw the attention of
a prospective customer to a product?
a. Overcoming resistance of the prospect
b. Building rapport with the prospect
c. Persuading the prospect to try the product
d. Demonstrating the product
e. Building a sense of urgency about2the product
22. Which of the following helps marketing and sales personnel to be good candidates for upper management
positions?
a. Their ability to overcome negative feedback
b. Their ability to meet customer needs
c. Their ability to isolate themselves from their customer's decision-making process
d. Their ability to resist changes
e. Their ability to push products to customers
23. Which of the following is a characteristic of sales careers?
a. Delayed feedback on job performance
b. Negligible job security
c. Vegetation and monotony
d. An annual salary of approximately $60,869 for the average salesperson
e. Advancement opportunities
24. Which of the following forms of marketing involves talking with buyers before, during, and after the sale?
a. Personal selling
b. Public relations
c. Direct marketing
d. Sales promotion
e. Electronic marketing
25. Which of the following approaches to personal selling forces a salesperson to plan the sales presentation prior to
calling on a customer?
a. Need satisfaction selling
b. Mental states selling
c. Problem-solving selling
d. Consultative selling
e. Adaptive selling
Page 5
, Name: Class: Date:
Chapter 01 SELL7
26. Which of the following statements is true of stimulus response selling?
a. The sales message in stimulus response selling cannot be prepared before sales dialogue.
b. It cannot be used with a canned sales presentation.
c. It calls for the buyer to dominate the flow of conversation in sales dialogue.
d. Inexperienced salespeople can rely on stimulus response sales methods in some settings.
e. It is most suitable when the prospects are professional buyers.
27. is a customer-oriented approach that2uses truthful, non-manipulative tactics to satisfy the long-
term needs of both the customer and the selling firm.
a. Sales prospecting
b. A sales pitch
c. Sales advertising
d. Sales professionalism
e. A sales funnel
28. Which of the following is2a category of sales support personnel who are not typically involved in the direct s
olicitation of purchase orders?
a. Missionary salespeople
b. Pioneers
c. Order-getters
d. Inside salespeople
e. Direct-to-consumer salespeople
29. In the context of the attributes required for a successful sales career, which of the following includes asking ap
propriate questions and not interrupting at inappropriate times?
a. Active listening
b. Service orientation
c. Adaptability
d. Initiative
e. Logical reasoning
30. Terry, a sales executive at AutoMoco, ensures customer satisfaction through continued post-sale follow-
up. He addresses customer queries by coordinating with various departments at AutoMoco and getting expert a
dvice from their personnel. In this scenario, Terry plays the role of a .
a. business consultant
b. strategic orchestrator
c. revenue producer
d. market researcher
e. negotiation expert
Page 6
