Principles of Selling Chapter Exam Questions
Course Introduction
Principles of Selling introduces students to the fundamental concepts, techniques, and strategies involved in the selling process. The course covers essential topics such as effective communication, understanding customer needs, building relationships, overcoming objections, and closing sales. Students will explore the ethical and legal considerations in sales, learn various sales methodologies, and develop practical skills through role-plays and case studies. Emphasis is placed on the importance of personal selling in today's dynamic business environment and how sales contribute to organizational success. By the end of the course, students will be equipped with the knowledge and tools needed to succeed in a professional sales career.
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Fundamentals of Selling Customers for Life through Service 13th Edition by Charles Futrell
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Chapter 1: The Life, Times, and Career of the Professional Salesperson
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Q1) Jobs such as inside retail sales and outside delivery are typically performed by order-getters.
A)True
B)False
Answer: False
Q2) Emotional self-control is difficult for many salespeople to develop because of personal and financial investments in making sales to customers.
A)True
B)False
Answer: False
Q3) As a salesperson's self-interest decreases,a salesperson's interest in providing customer service is more likely to increase.
A)True
B)False
Answer: True
Q4) A customer contact person performs the same tasks as a salesperson.
A)True
B)False
Answer: True
Page 3
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Chapter 2: Relationship Marketing: Where Personal Selling Fits
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Sample Questions
Q1) The corporate marketing department determines each product's initial price.
A)True
B)False
Answer: True
Q2) Which of the following statements about transactions and exchanges is most likely true?
A) Service-oriented businesses have exchanges but no transactions.
B) Marketing-oriented businesses have transactions but no exchanges.
C) The completion of an exchange is unrelated to the occurrence of a transaction.
D) Once a transaction has occurred, the exchange is complete.
E) The terms "transaction" and "exchange" can be used as synonyms.
Answer: D
Q3) A "product" is a bundle of tangible attributes,while intangible attributes are called a "service."
A)True
B)False
Answer: False
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Chapter 3: Ethics First Then Customer Relationships
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Sample Questions
Q1) Customers can recover damages on the grounds of breach of warranty and other contractual breach; however,customers cannot recover damages in cases of misrepresentation.
A)True
B)False
Answer: False
Q2) General statements of principle are often called:
A) code of ethics.
B) corporate credos.
C) points of reference.
D) cooperative acceptance.
E) cooling-off laws.
Answer: B
Q3) Salespeople who split commissions with co-workers or take customers away from co-workers to win sales contests are engaged in moonlighting.
A)True
B)False
Answer: False
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Chapter 4: The Psychology of Selling: Why People Buy
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Q1) A beneficial promotional device for a company is having its sales force help prospects and customers to evaluate products on the market.
A)True
B)False
Q2) Why is it important to emphasize benefits to a prospective buyer?
Q3) Dissonance increases with the importance of the decision and the difficulty of choosing between products.
A)True
B)False
Q4) What is most needed when working with a prospect at the unconscious need level?
A) Perceptive observations of the customer's social class
B) Skillful questioning to determine the customer' needs
C) Self-awareness modification to gain customer trust
D) Highly detailed feature descriptions
E) Multiple attempts at a trial closing
Q5) The "S" in the SELL Sequence reminds the salesperson to show the benefits first.
A)True
B)False
Q6) Describe the three stages in the stimulus-response model of buyer behavior.
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Chapter 5: Communication for Relationship Building: Its Not
All Talk
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Q1) Probing questions are intended to assess the buyer's attitude about a sales presentation.
A)True
B)False
Q2) The receiver is the person for whom communication is intended.
A)True
B)False
Q3) When engaged in marginal listening,Andrew,the salesperson,focuses on the speaker's words and tries to see the prospects' point of view.
A)True
B)False
Q4) In terms of the communication process,probing stimulates which of the following?
A) Sending
B) Decoding
C) Receiving
D) Feedback
E) Channeling
Q5) What is an acceptance signal? Provide a few examples of actions that could be acceptance signals.
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Chapter 6: Sales Knowledge: Customers, Products, technologies
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Q1) A salesperson selling ________ to ________ would most likely need the most extensive product and company knowledge.
A) skis; consumers
B) jewelry; retailers
C) televisions; consumers
D) computers; small businesses
E) rocket components; engineers
Q2) An advertisement for Carr Cabinet Doors that is directed to people in the woodworking industry ran in a publication called Custom Woodworking Business.The ad explained why Carr Cabinet Doors were the perfect finishing touch for any kind of cabinets.This manufacturer used _____ advertising to reach potential users of its doors.
A) national
B) industrial
C) cooperative
D) retail
E) institutional
Q3) With reference to sales promotion,POP stands for price-on-purchase.
A)True
B)False
Page 8
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Chapter 7: Prospecting the Lifeblood of Selling
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Q1) The practice of making an appointment before calling on a prospect shows respect toward the prospect.
A)True
B)False
Q2) After presentation,the next step in the selling process is:
A) to determine objections.
B) the referral cycle.
C) to follow-up.
D) the trial close.
E) to meet objections.
Q3) Which of the following statements about telephone prospecting is true?
A) It is less expensive than direct-mail prospecting.
B) It allows for quick qualification or rejection of a lead.
C) It is good for targeting niche prospects.
D) It is also called electronic canvassing.
E) It is more costly than a canvassing sales force.
Q4) The networking prospecting method is effective and reliable because people want to do business with people they know,like,and trust.
A)True
B)False
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Chapter 8: Planning the Sales Call Is a Must
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Q1) Which of the following would most likely occur in the approach phase of a sales presentation?
A) Describing features, advantages, and benefits
B) Asking for the prospect's business
C) Explaining product usage
D) Building rapport
E) Reselling
Q2) Lev Knossos sells high tech equipment and software to companies in Greece.When he first started selling to Greek businesses,he was told that the Greek market lagged behind others in the use of technology.After conducting research,Knossos visited the Commercial Bank of Greece and explained how his products could create Web pages for the bank and facilitate banking transactions.By applying his product knowledge to solve a technology issue that he identified,Knossos took the role of:
A) tactical partner.
B) creative problem solver.
C) low-involvement decision maker.
D) transactional partner.
E) exchange creator.
Q3) What are the four steps of sales call planning?
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Page 10
Chapter 9: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) The training usage phases progress from natural to awkward to conscious.
A)True
B)False
Q2) The key to selling and negotiating is seeking to:
A) identify gatekeepers.
B) create a win-win situation.
C) provide all product information.
D) generate profitable, one-time sales.
E) understand significant group behaviors.
Q3) What are the two assumptions on which a memorized presentation is based?
Q4) When selling highly complex or technical products,such as industrial equipment or accounting systems,salespeople often are required to make several sales calls to develop a detailed analysis of a prospect's needs.What kind of sales presentation would such a selling situation require?
A) Technical-selling
B) Persuasive selling
C) Stimulus response
D) Need-satisfaction
E) Problem-solution
Q5) What are three advantages of using a memorized sales presentation?
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Chapter 10: Begin Your Presentation Strategically
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Q1) The beginning of the sales presentation is called the preapproach.
A)True
B)False
Q2) A salesperson using the SPIN approach should regularly mention the product during the discussion.
A)True
B)False
Q3) The shock approach uses a surprising demonstration.
A)True
B)False
Q4) To use questions effectively in his approach,Austin most likely needs to:
A) create reciprocity.
B) steer clear of any preconceived answers.
C) anticipate the answers of the questions.
D) remove all distractions from the immediate environment.
E) agree to everything the prospect says.
Q5) A salesperson using the product approach would hand his/her product to the prospect and ask,"What do you think of that?"
A)True
B)False
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Chapter 11: Elements of a Great Sales Presentation
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Q1) Before using a demonstration in a sales presentation,a salesperson should determine the probability that his or her demonstration will backfire.
A)True
B)False
Q2) A salesperson says,"Castrol GTX protects your car engine.It's like having a dust cover for your engine." The salesperson is using a(n):
A) simile.
B) analogy.
C) metaphor.
D) parable.
E) image.
Q3) Which type of suggestion method seeks to create doubt about a competitor's products?
A) Suggestive proposition
B) Empathic suggestion
C) Manipulative suggestion
D) Autosuggestion
E) Indirect suggestion
Q4) What is logical reasoning? Provide an example to illustrate your answer.
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Chapter 12: Welcome Your Prospects Objections
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Q1) A prospect tells a salesperson,"I'm not interested in the type of products that you sell." The salesperson responds with,"Why?" The salesperson has used the ________ approach for meeting objections.
A) pass up
B) dodge
C) denial
D) postpone
E) boomerang
Q2) Which of the following statements is NOT a reason that explains why a salesperson should welcome prospect objections?
A) Objections show the prospect is interested in the presentation.
B) Objections help the salesperson know what stage in the buying cycle the prospect has reached.
C) Most customer objections are raised at the closing stages of a sales presentation.
D) Objections show the prospect wants to know about the salesperson's offer.
E) Some customers raise objections because they want and need more information.
Q3) Why is postponing an objection necessary sometimes?
Q4) Why is it important to handle objections as they arise?
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Chapter 13: Closing Begins the Relationship
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Q1) A salesperson should attempt the close when the:
A) prospect is at the 'desire' stage of the mental buying process.
B) prospect is ready.
C) salesperson is ready.
D) salesperson has handled an objection successfully.
E) sales presentation is complete.
Q2) Chavez told his customer,"I realize your degree in chemistry makes you the expert on insecticides,but I suggest that you try my company's new line of organic insecticides.Other dealers have had great success with this line,and I know this product would make your store the best in the town." What type of a close was Chavez using?
A) Standing-room-only
B) Compliment
C) Minor-points
D) Assumptive
E) Negotiation
Q3) The use of a multiple-close sequence increases the probability of losing a sale.
A)True
B)False
Q4) How does the modified T-account close differ from the T-account close?
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Chapter 14: Service and Follow-Up for Customer Retention
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Q1) Customer service refers to the activities and programs the seller provides to make the relationship satisfying for the customer.
A)True
B)False
Q2) A buyer and seller who are at the first stage of business friendship are called acquaintances.
A)True
B)False
Q3) When is a customer most likely to make a complaint?
A) The product has been backordered.
B) The product has more features than expected.
C) The customer received a larger discount than expected.
D) The product quality is better than expected.
E) The product arrived on the date specified in the contract.
Q4) After a sale has been made,there is no need for the salesperson to maintain relations with the customer.
A)True
B)False
Q5) What are the "seven deadly sins" of selling?
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Chapter 15: Time, Territory, and Self-Management: Keys to Success
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Q1) Salespeople act as business managers for their territories. A)True
B)False
Q2) Ruth sells bathroom fixtures.She believes that if she can get a customer she is calling on to go out to lunch with her,she will close the sale.What do you think about Ruth's assumption?
Q3) It is wise to use the account segmentation approach in a market with heterogeneous needs.
A)True
B)False
Q4) What is the relationship between the ELMS system and the 80/20 principle?
Q5) Routing refers to the travel pattern the salesperson uses in working a territory. A)True
B)False
Q6) What commonly causes the frequency of sales calls made by a salesperson to increase?
Q7) A sales account refers to a limited geographical area assigned to a salesperson.
A)True
B)False
17
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Chapter 16: Planning, Staffing, and Training Successful Salespeople
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Q1) Last month,Westover Chemical salespeople from across the country gathered at the firm's home office to receive training on the firm's new line of slow-release weed killers.The facility has numerous classrooms and sales laboratories.The meeting is most likely an example of:
A) centralized training.
B) classroom counseling.
C) active socialization.
D) decentralized selling.
E) operational training
Q2) The letter of application should be based on the sound psychological principle of reinforcement,that is,it should contain most of the information presented in the resume without providing any additional information.
A)True
B)False
Q3) What common problems do new managers frequently face? What attitudes and qualities help new sales managers overcome these difficulties?
Q4) What is involved in the planning function of management?
Q5) Differentiate between centralized training and decentralized training.
Q6) What changes occur when a salesperson is promoted to sales manager?
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Chapter 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople
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Q1) Performance bonuses are typically categorized by either:
A) tenure or job performance compensation levels.
B) long-term or short-term recommendations.
C) pre- or post-performance job evaluations.
D) individual or group rewards.
E) fixed or flexible rates.
Q2) In a participating leadership style,the sales manager makes all decisions for the salesperson.
A)True
B)False
Q3) The _____ combines the incentive of a commission plan with the security of a fixed income.
A) regressive account
B) drawing account
C) performance bonus
D) group incentive
E) progressive incentive
Q4) List the five broad classes of factors in the motivation mix.
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Q5) What are the two forms of behaviors that leaders can use to influence salespeople?