Test Bank For
Fundamentals of Selling Customers for Life through Service
Author: Charles M. Futrell
13th Edition
,Table of contents:
Part 1: Selling as a Profession
Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Relationship Marketing: Where Personal Selling Fits
Chapter 3: Ethics First… Then Customer Relationships
Part 2: Preparation for Relationship Selling
Chapter 4: The Psychology of Selling: Why People Buy
Chapter 5: Communication for Relationship Building: It’s Not All Talk
Chapter 6: Sales Knowledge: Customers, Products, Technologies
Part 3: The Relationship Selling Process
Chapter 7: Prospecting – The Lifeblood of Selling
Chapter 8: Planning the Sales Call Is a Must
Chapter 9: Carefully Select Which Sales Presentation Method to Use
Chapter 10: Begin Your Presentation Strategically
Chapter 11: Elements of a Great Sales Presentation
Chapter 12: Welcome Your Prospect’s Objections
Chapter 13: Closing Begins the Relationship
Chapter 14: Service and Follow-Up for Customer Retention
Part 4: Managing Yourself, Your Career, and Others
Chapter 15: Time, Territory, and Self-Management: Keys to Success
Chapter 16: Planning, Staffing, and Training Successful Salespeople
Chapter 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople
, 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 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 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.
Fundamentals of Selling Customers for Life through Service
Author: Charles M. Futrell
13th Edition
,Table of contents:
Part 1: Selling as a Profession
Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Relationship Marketing: Where Personal Selling Fits
Chapter 3: Ethics First… Then Customer Relationships
Part 2: Preparation for Relationship Selling
Chapter 4: The Psychology of Selling: Why People Buy
Chapter 5: Communication for Relationship Building: It’s Not All Talk
Chapter 6: Sales Knowledge: Customers, Products, Technologies
Part 3: The Relationship Selling Process
Chapter 7: Prospecting – The Lifeblood of Selling
Chapter 8: Planning the Sales Call Is a Must
Chapter 9: Carefully Select Which Sales Presentation Method to Use
Chapter 10: Begin Your Presentation Strategically
Chapter 11: Elements of a Great Sales Presentation
Chapter 12: Welcome Your Prospect’s Objections
Chapter 13: Closing Begins the Relationship
Chapter 14: Service and Follow-Up for Customer Retention
Part 4: Managing Yourself, Your Career, and Others
Chapter 15: Time, Territory, and Self-Management: Keys to Success
Chapter 16: Planning, Staffing, and Training Successful Salespeople
Chapter 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople
, 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 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 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.
