Chapter2 012 SELL7
Answers at the end of each chapter
2 2 2 2 2 2
Indicate2 whether2 the2 statement2 is2 true2 or2 false.
2 1.2All2order-getters2are2also2pioneers2and2all2pioneers2are2also2order-getters.
a. True
b. False
2 2.2The2three2phases2of2the2sales2process2are2initiating,2developing,2and2enhancing2customer2relationships.
a. True
b. False
2 3.2As2a2salesperson2at2Solari,2Michi2is2expected2to2identify2customers2but2is2not2responsible2for2generating2re
venue.
a. True
b. False
2 4.2 Order-takers2 are2 not2 too2 involved2 in2 creative2 selling.
a. True
b. False
5.2In2the2business-to-
2
business2sector,2buyers2are2increasingly2sharing2their2opinions,2identifying2problems,2and2asking2for2vendor2r
ecommendations2via2Twitter2and2LinkedIn.
a. True
b. False
2 6.2As2salespeople2serve2their2customers,2they2simultaneously2serve2their2employers2and2society.
a. True
b. False
2 7.2The2independence2of2action2traditionally2enjoyed2by2salespeople2is2frequently2a2byproduct2of2decentralized2sales
2operations2in2which2salespeople2live2and2work2away2from2headquarters.
a. True
b. False
2 8.2Unlike2need2satisfaction2selling,2stimulus2response2selling2focuses2on2customers2rather2than2on2salespeople.
a. True
b. False
2 9.2In2a2fluctuating2economy,2salespeople2make2invaluable2contributions2by2assisting2in2recovery2cycles2and2by2he
lping2to2sustain2periods2of2relative2prosperity.
a. True
b. False
2 10.2Consumers2who2are2likely2to2be2early2adopters2of2an2innovation2often2rely2on2salespeople2as2a2tertiary2source2of
2information.
a. True
b. False
Page23
,Name: Class: Date:
Chapter2 012 SELL7
2 11.2Salespeople2are2concerned2only2with2sales2revenue2and2not2with2overall2profitability.
a. True
b. False
2 12.2In2recent2years,2marketing2and2sales2personnel2have2been2in2strong2demand2for2upper2management2positions.
a. True
b. False
2 13.2In2the2problem-
solving2approach2to2selling,2competitors'2offerings2are2never2included2as2alternatives2in2a2customer's2purch
ase2decision.
a. True
b. False
2 14.2Sales2does2not2meet2the2criterion2of2making2a2significant2contribution2to2society.
a. True
b. False
2 15.2Salespeople2are2concerned2with2profitability2in2bottom-
line2terms,2whereas2accountants2and2financial2staff2are2responsible2for2achieving2a2healthy2"top2line"2on2the2pr
ofit2and2loss2statement.
a. True
b. False
2 16.2Personal2selling2and2sales2promotion2are2both2forms2of2marketing2communications.
a. True
b. False
2 17.2Customers2do2not2expect2salespeople2to2be2knowledgeable2about2market2opportunities2and2relevant2business
2trends2that2may2affect2a2customer's2business.
a. True
b. False
2 18.2Customers2who2appreciate2the2need2satisfaction2selling2method2are2often2willing2to2spend2considerable2time2in2p
reliminary2meetings2to2define2needs2prior2to2a2sales2presentation2or2written2sales2proposal.
a. True
b. False
2 19.2While2acting2as2agents2of2innovation,2salespeople2invariably2encounter2openness2to2and2acceptance2of2change
2from2consumers2in2the2latter2stages2of2the2diffusion2process.
a. True
b. False
2 20.2Two2types2of2new-business2salespeople2are2order-takers2and2order-getters.
a. True
b. False
Page24
,Name: Class: Date:
Chapter2 012 SELL7
Indicate2 the2 answer2 choice2 that2 best2 completes2 the2 statement2 or2 answers2 the2 question.
2 21.2In2the2context2of2mental2states2selling,2which2of2the2following2tactics2can2a2salesperson2use2to2draw2the2attention2of
2a2prospective2customer2to2a2product?
a. Overcoming2resistance2of2the2prospect
b. Building2rapport2with2the2prospect
c. Persuading2the2prospect2to2try2the2product
d. Demonstrating2the2product
e. Building2a2sense2of2urgency2about2the2product
2 22.2Which2of2the2following2helps2marketing2and2sales2personnel2to2be2good2candidates2for2upper2management
2positions?
a. Their2ability2to2overcome2negative2feedback
b. Their2ability2to2meet2customer2needs
c. Their2ability2to2isolate2themselves2from2their2customer's2decision-making2process
d. Their2ability2to2resist2changes
e. Their2ability2to2push2products2to2customers
2 23.2Which2of2the2following2is2a2characteristic2of2sales2careers?
a. Delayed2feedback2on2job2performance
b. Negligible2job2security
c. Vegetation2and2monotony
d. An2annual2salary2of2approximately2$60,8692for2the2average2salesperson
e. Advancement2opportunities
2 24.2Which2of2the2following2forms2of2marketing2involves2talking2with2buyers2before,2during,2and2after2the2sale?
a. Personal2selling
b. Public2relations
c. Direct2marketing
d. Sales2promotion
e. Electronic2 marketing
2 25.2Which2of2the2following2approaches2to2personal2selling2forces2a2salesperson2to2plan2the2sales2presentation2prior2to2
calling2on2a2customer?
a. Need2satisfaction2selling
b. Mental2states2selling
c. Problem-solving2 selling
d. Consultative2 selling
e. Adaptive2selling
Page25
, Name: Class: Date:
Chapter2 012 SELL7
2 26.2Which2of2the2following2statements2is2true2of2stimulus2response2selling?
a. The2sales2message2in2stimulus2response2selling2cannot2be2prepared2before2sales2dialogue.
b. It2cannot2be2used2with2a2canned2sales2presentation.
c. It2calls2for2the2buyer2to2dominate2the2flow2of2conversation2in2sales2dialogue.
d. Inexperienced2salespeople2can2rely2on2stimulus2response2sales2methods2in2some2settings.
e. It2is2most2suitable2when2the2prospects2are2professional2buyers.
2 27.2 is2a2customer-oriented2approach2that2uses2truthful,2non-manipulative2tactics2to2satisfy2the2long-
term2needs2of2both2the2customer2and2the2selling2firm.
a. Sales2prospecting
b. A2sales2pitch
c. Sales2advertising
d. Sales2professionalism
e. A2sales2funnel
2 28.2Which2of2the2following2is2a2category2of2sales2support2personnel2who2are2not2typically2involved2in2the2direct2s
olicitation2of2purchase2orders?
a. Missionary2salespeople
b. Pioneers
c. Order-getters
d. Inside2salespeople
e. Direct-to-consumer2 salespeople
2 29.2In2the2context2of2the2attributes2required2for2a2successful2sales2career,2which2of2the2following2includes2asking2ap
propriate2questions2and2not2interrupting2at2inappropriate2times?
a. Active2listening
b. Service2orientation
c. Adaptability
d. Initiative
e. Logical2reasoning
2 30.2Terry,2a2sales2executive2at2AutoMoco,2ensures2customer2satisfaction2through2continued2post-sale2follow-
up.2He2addresses2customer2queries2by2coordinating2with2various2departments2at2AutoMoco2and2getting2expert2a
dvice2from2their2personnel.2In2this2scenario,2Terry2plays2the2role2of2a2 .
a. business2consultant
b. strategic2orchestrator
c. revenue2producer
d. market2 researcher
e. negotiation2 expert
Page26
Answers at the end of each chapter
2 2 2 2 2 2
Indicate2 whether2 the2 statement2 is2 true2 or2 false.
2 1.2All2order-getters2are2also2pioneers2and2all2pioneers2are2also2order-getters.
a. True
b. False
2 2.2The2three2phases2of2the2sales2process2are2initiating,2developing,2and2enhancing2customer2relationships.
a. True
b. False
2 3.2As2a2salesperson2at2Solari,2Michi2is2expected2to2identify2customers2but2is2not2responsible2for2generating2re
venue.
a. True
b. False
2 4.2 Order-takers2 are2 not2 too2 involved2 in2 creative2 selling.
a. True
b. False
5.2In2the2business-to-
2
business2sector,2buyers2are2increasingly2sharing2their2opinions,2identifying2problems,2and2asking2for2vendor2r
ecommendations2via2Twitter2and2LinkedIn.
a. True
b. False
2 6.2As2salespeople2serve2their2customers,2they2simultaneously2serve2their2employers2and2society.
a. True
b. False
2 7.2The2independence2of2action2traditionally2enjoyed2by2salespeople2is2frequently2a2byproduct2of2decentralized2sales
2operations2in2which2salespeople2live2and2work2away2from2headquarters.
a. True
b. False
2 8.2Unlike2need2satisfaction2selling,2stimulus2response2selling2focuses2on2customers2rather2than2on2salespeople.
a. True
b. False
2 9.2In2a2fluctuating2economy,2salespeople2make2invaluable2contributions2by2assisting2in2recovery2cycles2and2by2he
lping2to2sustain2periods2of2relative2prosperity.
a. True
b. False
2 10.2Consumers2who2are2likely2to2be2early2adopters2of2an2innovation2often2rely2on2salespeople2as2a2tertiary2source2of
2information.
a. True
b. False
Page23
,Name: Class: Date:
Chapter2 012 SELL7
2 11.2Salespeople2are2concerned2only2with2sales2revenue2and2not2with2overall2profitability.
a. True
b. False
2 12.2In2recent2years,2marketing2and2sales2personnel2have2been2in2strong2demand2for2upper2management2positions.
a. True
b. False
2 13.2In2the2problem-
solving2approach2to2selling,2competitors'2offerings2are2never2included2as2alternatives2in2a2customer's2purch
ase2decision.
a. True
b. False
2 14.2Sales2does2not2meet2the2criterion2of2making2a2significant2contribution2to2society.
a. True
b. False
2 15.2Salespeople2are2concerned2with2profitability2in2bottom-
line2terms,2whereas2accountants2and2financial2staff2are2responsible2for2achieving2a2healthy2"top2line"2on2the2pr
ofit2and2loss2statement.
a. True
b. False
2 16.2Personal2selling2and2sales2promotion2are2both2forms2of2marketing2communications.
a. True
b. False
2 17.2Customers2do2not2expect2salespeople2to2be2knowledgeable2about2market2opportunities2and2relevant2business
2trends2that2may2affect2a2customer's2business.
a. True
b. False
2 18.2Customers2who2appreciate2the2need2satisfaction2selling2method2are2often2willing2to2spend2considerable2time2in2p
reliminary2meetings2to2define2needs2prior2to2a2sales2presentation2or2written2sales2proposal.
a. True
b. False
2 19.2While2acting2as2agents2of2innovation,2salespeople2invariably2encounter2openness2to2and2acceptance2of2change
2from2consumers2in2the2latter2stages2of2the2diffusion2process.
a. True
b. False
2 20.2Two2types2of2new-business2salespeople2are2order-takers2and2order-getters.
a. True
b. False
Page24
,Name: Class: Date:
Chapter2 012 SELL7
Indicate2 the2 answer2 choice2 that2 best2 completes2 the2 statement2 or2 answers2 the2 question.
2 21.2In2the2context2of2mental2states2selling,2which2of2the2following2tactics2can2a2salesperson2use2to2draw2the2attention2of
2a2prospective2customer2to2a2product?
a. Overcoming2resistance2of2the2prospect
b. Building2rapport2with2the2prospect
c. Persuading2the2prospect2to2try2the2product
d. Demonstrating2the2product
e. Building2a2sense2of2urgency2about2the2product
2 22.2Which2of2the2following2helps2marketing2and2sales2personnel2to2be2good2candidates2for2upper2management
2positions?
a. Their2ability2to2overcome2negative2feedback
b. Their2ability2to2meet2customer2needs
c. Their2ability2to2isolate2themselves2from2their2customer's2decision-making2process
d. Their2ability2to2resist2changes
e. Their2ability2to2push2products2to2customers
2 23.2Which2of2the2following2is2a2characteristic2of2sales2careers?
a. Delayed2feedback2on2job2performance
b. Negligible2job2security
c. Vegetation2and2monotony
d. An2annual2salary2of2approximately2$60,8692for2the2average2salesperson
e. Advancement2opportunities
2 24.2Which2of2the2following2forms2of2marketing2involves2talking2with2buyers2before,2during,2and2after2the2sale?
a. Personal2selling
b. Public2relations
c. Direct2marketing
d. Sales2promotion
e. Electronic2 marketing
2 25.2Which2of2the2following2approaches2to2personal2selling2forces2a2salesperson2to2plan2the2sales2presentation2prior2to2
calling2on2a2customer?
a. Need2satisfaction2selling
b. Mental2states2selling
c. Problem-solving2 selling
d. Consultative2 selling
e. Adaptive2selling
Page25
, Name: Class: Date:
Chapter2 012 SELL7
2 26.2Which2of2the2following2statements2is2true2of2stimulus2response2selling?
a. The2sales2message2in2stimulus2response2selling2cannot2be2prepared2before2sales2dialogue.
b. It2cannot2be2used2with2a2canned2sales2presentation.
c. It2calls2for2the2buyer2to2dominate2the2flow2of2conversation2in2sales2dialogue.
d. Inexperienced2salespeople2can2rely2on2stimulus2response2sales2methods2in2some2settings.
e. It2is2most2suitable2when2the2prospects2are2professional2buyers.
2 27.2 is2a2customer-oriented2approach2that2uses2truthful,2non-manipulative2tactics2to2satisfy2the2long-
term2needs2of2both2the2customer2and2the2selling2firm.
a. Sales2prospecting
b. A2sales2pitch
c. Sales2advertising
d. Sales2professionalism
e. A2sales2funnel
2 28.2Which2of2the2following2is2a2category2of2sales2support2personnel2who2are2not2typically2involved2in2the2direct2s
olicitation2of2purchase2orders?
a. Missionary2salespeople
b. Pioneers
c. Order-getters
d. Inside2salespeople
e. Direct-to-consumer2 salespeople
2 29.2In2the2context2of2the2attributes2required2for2a2successful2sales2career,2which2of2the2following2includes2asking2ap
propriate2questions2and2not2interrupting2at2inappropriate2times?
a. Active2listening
b. Service2orientation
c. Adaptability
d. Initiative
e. Logical2reasoning
2 30.2Terry,2a2sales2executive2at2AutoMoco,2ensures2customer2satisfaction2through2continued2post-sale2follow-
up.2He2addresses2customer2queries2by2coordinating2with2various2departments2at2AutoMoco2and2getting2expert2a
dvice2from2their2personnel.2In2this2scenario,2Terry2plays2the2role2of2a2 .
a. business2consultant
b. strategic2orchestrator
c. revenue2producer
d. market2 researcher
e. negotiation2 expert
Page26
