test 1 Flashcards
Two types of new-business salespeople are order-takers and order-getters.
false
The multi-attribute model for evaluating solution alternatives is used by business organizations because it involves
complex math.
true
When a buyer’s desired state and their actual state are at the same level, the buyer is motivated to make a purchase.
true
Relationship selling focuses on an organization’s long-term marketing strategy
true
In the problem-solving approach to selling, competitors’ offerings are always included as alternatives in a customer’s
purchase decision.
true
Salespeople are exposed to fewer ethical pressures than individuals in most other occupations.
true
Sales does meet the criterion of making a significant contribution to society
true
A salesperson’s knowledge is relevant in the process of earning the trust of a buyer
true
The overall evaluation scores of a car battery for its technology, group size, reserve capacity, applications, and cold
cranking amps are 81, 83, 85, 72, and 63, respectively. In a sales presentation, a salesperson should emphasize the reserve
capacity of the car battery
true
The three phases of the sales process are initiating, developing, and enhancing customer relationships.
true
Personal selling and sales promotion are both forms of marketing communications
true
Customers who appreciate the need satisfaction selling method are often willing to spend considerable time
in preliminary meetings to define needs prior to a sales presentation or written sales proposal.
true
All order-getters are also pioneers and all pioneers are also order-getters
false
An individual buying office supplies for an organization is operating in the consumer market
false
In today’s increasingly competitive marketplace, buyers are finding it more effective and efficient to do
more business with a small number of suppliers
true
Conformance to specifications is an example of a psychological attribute
false
When a buyer’s desired state and his or her actual state are at the same level, the buyer is motivated to make
a purchase.
false
In the context of the types of buyer needs, functional needs represent the desire for personal development,
information, and knowledge to increase thought and understanding as to how and why things happen
false
In modified rebuy decisions, the buyer has past experience in purchasing a product
true
In buying teams, users often serve as initiators and influencers
true
Which critical variable of trust in a salesperson does the question “Do you know what you are talking
about?” most likely address?
expertise
Which of the following statements is true of ethical standards?
Ethical standards for a profession are based on society’s standards
Jim, an inexperienced salesperson, informs one of his potential customers that the laptop he is selling has a much
faster processing speed than the competitor’s laptop despite being aware that this is not true. The customer, however,
remains unconvinced and does not make the purchase. Jim’s behavior is considered unethical because he__________
exaggerates the benefit of the product
Salespeople are often stereotyped as pushy, shifty, and untrustworthy because ________
in the past, the popular press portrayed them in this way
In the context of buyer–seller interactions, which of the following is an excuse commonly used by some
salespeople to engage in deceptive behavior
the pressure of meeting the sales quota
Rikki is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great deal of
knowledge about the products offered by the store. She is often asked questions by customers to which she does not know
the answer. However, she always responds to them by saying, “I will check with my store manager and get back to you.”
By being honest with her customers, Rikki exhibits _______
candor
Which of the following is true of salespeople?
They can benefit tremendously by working from a continually evolving knowledge base.
Susan is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great
deal of knowledge about the products offered by the store. She is often asked questions by customers to which
she does not know the answer. However, she always responds to them by saying, “I will check with my store
manager and get back to you.” By being honest with her customers, Susan exhibits
candor
In the context of personal selling jobs that focus on new businesses, the task of _____ requires creative selling and the
ability to counter the resistance to change that will likely be present in prospective customers
pioneers
In the context of purchasing decisions, a(n) _____ decision incorporates the lowest number of buying influences
straight rebuy
_____ refers to a salesperson’s behavior that can be foretold on the basis of observation or experience by a
buyer
predictability
Deryn is the sales manager of a cosmetics company that offers a wide range of face creams, lipsticks, and eye
makeup. Some of the company’s products are sold to wholesalers and distributors, while others are sold directly to
individual buyers. Deryn decides to divide the company’s vast customer base into distinct segments so that the company’s
salespeople can target each segment more effectively. To carry out this process, it is necessary for Deryn to possess sound
_____ knowledge
market
In the context of business markets, _____ represents the fact that business buyers tend to be larger in size
but fewer in number, and this can greatly impact a salesperson’s selling plans and performance.
concentrated demand
Which critical variable of trust in a salesperson does the question “Will you safeguard confidential
information that I share with you?” most likely address?
Dependability
Which of the following factors does not influence the buying process
the location of buying centers
Which of the following questions must a salesperson be able to answer in order to demonstrate that he or
she has product knowledge?
what materials are used when making goods?
Low-assertive individuals tend to _______.
be deliberate in their communication
Which of the following approaches to personal selling forces a salesperson to plan the sales presentation
prior to calling on a customer?
mental states selling
A salesperson sold a corporate jet to a pharmaceutical company. The _____of the purchase process was the chief
operating officer of the corporation who found that the recent corporate expansions had outgrown the effective
service range of the organization’s existing aircraft.
initiator
_____ is an extension of need satisfaction selling
problem solving selling
