FULL TEST BANK FUNDAMENTALS OF SELLING CUSTOMERS FOR LIFE THROUGH SERVICE 13TH EDITION BY CHARLES FUTRELL.A

FULL TEST BANK
FUNDAMENTALS OF SELLING
CUSTOMERS FOR LIFE THROUGH
SERVICE 13TH EDITION BY
CHARLES FUTRELL.A

, TEST BANK FUNDAMENTALS OF SELLING
CUSTOMERS FOR LIFE THROUGH SERVICE
13TH EDITION BY CHARLES FUTRELL.

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 CUSATOMERS.
01-08 LIST AND EXPLAIN THE 10 STEPS IN THE SALES PROCESS.

TRUE / FALSE QUESTIONS

1. SELLING AND MARKETING ARE INTERCHANGEABLE TERMS FOR THE SAME
BUSINESS ACTIVITY. ANSWER: FALSE
LEARNING OBJECTIVE: 01-01
TOPIC: WHAT IS SELLING?
BLOOMS:
REMEMBER AACSB:
ANALYTIC
LEVEL OF DIFFICULTY: EASY
EXPLANATION>>SELLING IS A MARKETING COMPONENT THAT REFERS TO THE PERSONAL
COMMUNICATION OF INFORMATION 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.

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
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
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.

4. THE GOLDEN RULE OF PERSONAL SELLING DESCRIBES THE WILLINGNESS TO PLAN AND EXECUTE
PRODUCT, PRICE, DISTRIBUTION, AND PROMOTION PLANS SO AS TO CREATE EXCHANGES THAT
SATISFY INDIVIDUAL AND ORGANIZATIONAL OBJECTIVES.
ANSWER: FALSE
LEARNING OBJECTIVE: 01-03
TOPIC: THE GOLDEN RULE OF PERSONAL
SELLING BLOOMS: REMEMBER
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
TOPIC: THE GOLDEN RULE OF PERSONAL
SELLING BLOOMS: UNDERSTAND
AACSB: ANALYTIC
LEVEL OF DIFFICULTY: MEDIUM
EXPLANATION>>AS INTEREST IN SERVING OTHERS IMPROVES, A PERSON’S SELF-INTEREST LESSENS. THE
MORE THE
SALESPERSON CONSIDERS THE CUSTOMER’S INTEREST, THE BETTER THE CUSTOMER SERVICE.