Full 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.
,6. An Employee At A Fast-Food Restaurant Who Asks The Manager For A Raise Is Engaged In The
Selling Process.
Answer: True
Learning Objective: 01-02 Topic:
Everybody Sells!
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:You Are Involved In Selling When You Want Someone To Do Something. Therefore, An
Employee Persuading A Manager For A Raise Is In The Process Of Selling.
7. Unlike Traditional And Golden Rule Salespeople, Professional Salespeople Have A Tendency To Attribute
Sales Success To Others Rather Than To Their Own Actions.
Answer: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Golden Rule Salespeople Tend To Attribute Positive Results To Others Rather Than To
Their Own Personal Efforts. Professional Salespeople Attribute Results To Personal Efforts As Well As
To Their Employer, Customers, And The Economy.
8. Golden Rule Salespeople Tend To Believe That Money Is To Be Shared And That Customer Service Is A
Top Priority.
Answer: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Golden Rule Salespeople Are Customer-Focused, So Customer Service Is Important. Money
Is Not The Main Motivation Of Golden Rule Salespeople, So Money Should Be Shared.
,9. A Retail Salesperson Sells Goods Or Services To Consumers For Personal And Business
Use. Answer: False
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Retail Salesperson Sells Goods Or Services To Consumers For Their Personal,
Nonbusiness Use. Retailers Do Not Sell Goods Or Services For Business Usage.
10. A Customer Contact Person Performs The Same Tasks As Salesperson.
Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Each Customer Contact Person Takes Your Money And Provides A Good Or Service In
Return. Customer Contact Person Is Another Name For A Salesperson. Although The Title May Be
Different, Their Job Is The Same—To Help You Buy.
11. Direct Sellers Sell Face-To-Face To Consumers Who Use The Products For Their Personal
Use. Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Direct Sellers Sell Face-To-Face To Consumers—Typically In Their Homes—Who Use The
Products For Their Personal Use.
12. A Wholesale Salesperson Would Sell Athletic Shoes To A Sporting Goods Store Which In Turn
Would Resell The Shoes To Individual Customers.
Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
,Level Of Difficulty: Medium
Explanation:Wholesalers (Also Called Distributors) Buy Products From Manufacturers And Other
Wholesalers And Sell To Other Organizations. A Wholesale Salesperson Sells Products, Such As Shoes, To
Resellers, Such As Sporting Goods Stores.
,13. A Detail Salesperson Concentrates On Directly Soliciting
Orders. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Detail Salesperson Concentrates On Performing Promotional Activities And
Introducing New Products Rather Than Directly Soliciting Orders. The Medical Detail Salesperson Seeks
To Persuade Doctors, The Indirect Customers, To Specify A Pharmaceutical Company’s Trade Name
Product For Prescriptions.
14. The Role Of A Service Salesperson Is Selling The Benefits Of Intangible Products Such As
Financial Services.
Answer: True
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Service Salesperson Must Sell The Benefits Of Intangible Or Nonphysical Products Such
As Financial, Advertising, Or Computer Repair Services. Services, Like Goods, Are Either Technical Or
Nontechnical In Nature.
15. Order-Getters Ask What The Customers Want Or Wait For Customers To Place An
Order. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Order-Takers May Ask What The Customer Wants Or Wait For The Customer To Order.
They Do Not Have A Sales Strategy And Often Use No Sales Presentation. Order-Getters Get New And
Repeat Business Using A Creative Sales Strategy And A Well-Executed Sales Presentation.
,16. Jobs Such As Inside Retail Sales And Outside Delivery Are Typically Performed By Order-
Getters. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:Inside Retail Sales And Outside Delivery Are Tasks Performed By Order-Takers. Order-
Getters Are Involved With More Complex Tasks That Require Creative Sales Strategies.
17. A Divisional Sales Manager Has A Higher Ranking In Most Firms Than A Regional Sales
Manager. Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:In The Sales Personnel Career Path, A Divisional Sales Manager Is One Rank Higher Than
A Regional Sales Manager.
18. Nonfinancial Rewards Given By The Company Are Referred To As
Commissions. Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Sometimes Called Psychological Income Or Intrinsic Rewards, Nonfinancial Rewards
Are Generated By The Individual, Not Given By The Company. You Know The Job Has Been Done
Well—For Instance, When You Have Helped The Buyer Through The Purchase Of Your Product.
Commissions Are Financial Rewards Given To Salespeople.
, 19. 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 Who Are At A Comparable Level In The Organization.
Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Both Corporate And Field Sales Managers Typically Receive Higher Salaries Than Others
(Such As Production, Advertising, Product, Or Personnel Managers) At The Same Organizational Level. In
Many Cases, The Higher The Sales Position, The Greater The Benefits Offered.
20. Financial Rewards For Professional Salespeople Are Commonly Solely Based On
Performance. Answer: True
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Many Are Attracted To Selling Because In A Sales Career Financial Rewards Are
Commonly Based Solely On Performance. Many Professional Salespeople Have Opportunities To Earn
Large Salaries.
21. According To The Typical Sales Personnel Career Path, The First Managerial Level Job That A
Salesperson Can Expect To Earn Is That Of Regional Sales Manager.
Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:On The Sales Personnel Career Path, The First Management Position Is District Sales
Manager. Regional Sales Manager Is One Level Up From District Sales Manager.
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.
,6. An Employee At A Fast-Food Restaurant Who Asks The Manager For A Raise Is Engaged In The
Selling Process.
Answer: True
Learning Objective: 01-02 Topic:
Everybody Sells!
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:You Are Involved In Selling When You Want Someone To Do Something. Therefore, An
Employee Persuading A Manager For A Raise Is In The Process Of Selling.
7. Unlike Traditional And Golden Rule Salespeople, Professional Salespeople Have A Tendency To Attribute
Sales Success To Others Rather Than To Their Own Actions.
Answer: False
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Golden Rule Salespeople Tend To Attribute Positive Results To Others Rather Than To
Their Own Personal Efforts. Professional Salespeople Attribute Results To Personal Efforts As Well As
To Their Employer, Customers, And The Economy.
8. Golden Rule Salespeople Tend To Believe That Money Is To Be Shared And That Customer Service Is A
Top Priority.
Answer: True
Learning Objective: 01-03
Topic: The Golden Rule Of Personal Selling
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Golden Rule Salespeople Are Customer-Focused, So Customer Service Is Important. Money
Is Not The Main Motivation Of Golden Rule Salespeople, So Money Should Be Shared.
,9. A Retail Salesperson Sells Goods Or Services To Consumers For Personal And Business
Use. Answer: False
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Retail Salesperson Sells Goods Or Services To Consumers For Their Personal,
Nonbusiness Use. Retailers Do Not Sell Goods Or Services For Business Usage.
10. A Customer Contact Person Performs The Same Tasks As Salesperson.
Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Each Customer Contact Person Takes Your Money And Provides A Good Or Service In
Return. Customer Contact Person Is Another Name For A Salesperson. Although The Title May Be
Different, Their Job Is The Same—To Help You Buy.
11. Direct Sellers Sell Face-To-Face To Consumers Who Use The Products For Their Personal
Use. Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Direct Sellers Sell Face-To-Face To Consumers—Typically In Their Homes—Who Use The
Products For Their Personal Use.
12. A Wholesale Salesperson Would Sell Athletic Shoes To A Sporting Goods Store Which In Turn
Would Resell The Shoes To Individual Customers.
Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
,Level Of Difficulty: Medium
Explanation:Wholesalers (Also Called Distributors) Buy Products From Manufacturers And Other
Wholesalers And Sell To Other Organizations. A Wholesale Salesperson Sells Products, Such As Shoes, To
Resellers, Such As Sporting Goods Stores.
,13. A Detail Salesperson Concentrates On Directly Soliciting
Orders. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Detail Salesperson Concentrates On Performing Promotional Activities And
Introducing New Products Rather Than Directly Soliciting Orders. The Medical Detail Salesperson Seeks
To Persuade Doctors, The Indirect Customers, To Specify A Pharmaceutical Company’s Trade Name
Product For Prescriptions.
14. The Role Of A Service Salesperson Is Selling The Benefits Of Intangible Products Such As
Financial Services.
Answer: True
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:A Service Salesperson Must Sell The Benefits Of Intangible Or Nonphysical Products Such
As Financial, Advertising, Or Computer Repair Services. Services, Like Goods, Are Either Technical Or
Nontechnical In Nature.
15. Order-Getters Ask What The Customers Want Or Wait For Customers To Place An
Order. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Order-Takers May Ask What The Customer Wants Or Wait For The Customer To Order.
They Do Not Have A Sales Strategy And Often Use No Sales Presentation. Order-Getters Get New And
Repeat Business Using A Creative Sales Strategy And A Well-Executed Sales Presentation.
,16. Jobs Such As Inside Retail Sales And Outside Delivery Are Typically Performed By Order-
Getters. Answer: False
Learning Objective: 01-06
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:Inside Retail Sales And Outside Delivery Are Tasks Performed By Order-Takers. Order-
Getters Are Involved With More Complex Tasks That Require Creative Sales Strategies.
17. A Divisional Sales Manager Has A Higher Ranking In Most Firms Than A Regional Sales
Manager. Answer: True
Learning Objective: 01-05
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:In The Sales Personnel Career Path, A Divisional Sales Manager Is One Rank Higher Than
A Regional Sales Manager.
18. Nonfinancial Rewards Given By The Company Are Referred To As
Commissions. Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Sometimes Called Psychological Income Or Intrinsic Rewards, Nonfinancial Rewards
Are Generated By The Individual, Not Given By The Company. You Know The Job Has Been Done
Well—For Instance, When You Have Helped The Buyer Through The Purchase Of Your Product.
Commissions Are Financial Rewards Given To Salespeople.
, 19. 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 Who Are At A Comparable Level In The Organization.
Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Both Corporate And Field Sales Managers Typically Receive Higher Salaries Than Others
(Such As Production, Advertising, Product, Or Personnel Managers) At The Same Organizational Level. In
Many Cases, The Higher The Sales Position, The Greater The Benefits Offered.
20. Financial Rewards For Professional Salespeople Are Commonly Solely Based On
Performance. Answer: True
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Remember
Aacsb: Analytic
Level Of Difficulty: Easy
Explanation:Many Are Attracted To Selling Because In A Sales Career Financial Rewards Are
Commonly Based Solely On Performance. Many Professional Salespeople Have Opportunities To Earn
Large Salaries.
21. According To The Typical Sales Personnel Career Path, The First Managerial Level Job That A
Salesperson Can Expect To Earn Is That Of Regional Sales Manager.
Answer: False
Learning Objective: 01-04
Topic: Why Choose A Sales Career?
Blooms: Understand
Aacsb: Analytic
Level Of Difficulty: Medium
Explanation:On The Sales Personnel Career Path, The First Management Position Is District Sales
Manager. Regional Sales Manager Is One Level Up From District Sales Manager.
