Franklyn A Plus Pass
TEST BANK for Fundamentals of Selling: Customers for
Life through Service 13th Edition by Charles M. Futrell
All Chapters Fully Covered 1-17| Verified Questions & 100% Correct
Answers for Exam Preparations| A+ PASS GUARANTEED
Fr
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pl
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Page | 1
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, Franklyn A Plus Pass
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 customers.
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
Fr
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
an
relationships in ways that benefit the organization and its stakeholders.
kl
2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
yn
interested in the needs of customers.
Answer: False
e
Learning Objective: 01-03
A
Topic: The Golden Rule of Personal Selling Blooms: Understand
pl
AACSB: Analytic
us
Level of Difficulty: Medium
Pa
Page | 2
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, Franklyn A Plus Pass
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
Fr
Topic: The Golden Rule of Personal Selling Blooms: Remember
an
AACSB: Analytic
kl
Level of Difficulty: Easy
yn
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.
e
A
5. As a salesperson‘s self-interest decreases, a salesperson‘s interest in providing customer service is more
likely to increase.
pl
Answer: True
us
Learning Objective: 01-03
Pa
Page | 3
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, Franklyn A Plus Pass
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
Fr
Learning Objective: 01-03
an
Topic: The Golden Rule of Personal Selling Blooms: Remember
AACSB: Analytic
kl
Level of Difficulty: Easy
yn
Explanation: Golden Rule salespeople tend to attribute positive results to others rather than to their own
e
personal efforts. Professional salespeople attribute results to personal efforts as well as to their employer,
customers, and the economy.
A
pl
8. Golden Rule salespeople tend to believe that money is to be shared and that customer service is a top
us
priority.
Answer: True
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, Franklyn A Plus Pass
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 a salesperson. Answer: True
Learning Objective: 01-05
Topic: Why Choose a Sales Career? Blooms: Remember
Fr
AACSB: Analytic
an
Level of Difficulty: Easy
kl
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
yn
is the same—to help you buy.
e
A
11. Direct sellers sell face-to-face to consumers who use the products for their personal use. Answer: True
Learning Objective: 01-05
pl
Topic: Why Choose a Sales Career? Blooms: Remember
us
AACSB: Analytic
Pa
Page | 5
ss
, Franklyn A Plus Pass
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
Fr
AACSB: Analytic
Level of Difficulty: Easy
an
Explanation: A detail salesperson concentrates on performing promotional activities and introducing new
kl
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.
yn
e
14. The role of a service salesperson is selling the benefits of intangible products such as financial
services.
A
Answer: True
pl
Learning Objective: 01-06
us
Topic: Why Choose a Sales Career? Blooms: Remember
Pa
Page | 6
ss
TEST BANK for Fundamentals of Selling: Customers for
Life through Service 13th Edition by Charles M. Futrell
All Chapters Fully Covered 1-17| Verified Questions & 100% Correct
Answers for Exam Preparations| A+ PASS GUARANTEED
Fr
an
kl
yn
e
A
pl
us
Pa
Page | 1
ss
, Franklyn A Plus Pass
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 customers.
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
Fr
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
an
relationships in ways that benefit the organization and its stakeholders.
kl
2. According to recent Gallup surveys, most Americans believe that traditional salespeople are overly
yn
interested in the needs of customers.
Answer: False
e
Learning Objective: 01-03
A
Topic: The Golden Rule of Personal Selling Blooms: Understand
pl
AACSB: Analytic
us
Level of Difficulty: Medium
Pa
Page | 2
ss
, Franklyn A Plus Pass
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
Fr
Topic: The Golden Rule of Personal Selling Blooms: Remember
an
AACSB: Analytic
kl
Level of Difficulty: Easy
yn
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.
e
A
5. As a salesperson‘s self-interest decreases, a salesperson‘s interest in providing customer service is more
likely to increase.
pl
Answer: True
us
Learning Objective: 01-03
Pa
Page | 3
ss
, Franklyn A Plus Pass
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
Fr
Learning Objective: 01-03
an
Topic: The Golden Rule of Personal Selling Blooms: Remember
AACSB: Analytic
kl
Level of Difficulty: Easy
yn
Explanation: Golden Rule salespeople tend to attribute positive results to others rather than to their own
e
personal efforts. Professional salespeople attribute results to personal efforts as well as to their employer,
customers, and the economy.
A
pl
8. Golden Rule salespeople tend to believe that money is to be shared and that customer service is a top
us
priority.
Answer: True
Pa
Page | 4
ss
, Franklyn A Plus Pass
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 a salesperson. Answer: True
Learning Objective: 01-05
Topic: Why Choose a Sales Career? Blooms: Remember
Fr
AACSB: Analytic
an
Level of Difficulty: Easy
kl
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
yn
is the same—to help you buy.
e
A
11. Direct sellers sell face-to-face to consumers who use the products for their personal use. Answer: True
Learning Objective: 01-05
pl
Topic: Why Choose a Sales Career? Blooms: Remember
us
AACSB: Analytic
Pa
Page | 5
ss
, Franklyn A Plus Pass
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
Fr
AACSB: Analytic
Level of Difficulty: Easy
an
Explanation: A detail salesperson concentrates on performing promotional activities and introducing new
kl
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.
yn
e
14. The role of a service salesperson is selling the benefits of intangible products such as financial
services.
A
Answer: True
pl
Learning Objective: 01-06
us
Topic: Why Choose a Sales Career? Blooms: Remember
Pa
Page | 6
ss
