Deck 1: Relationship Selling Opportunities in the Information Economy

Question 1

The amount of consumer and business dollars spent on services in Canada is steadily decreasing.

Answer 1

False

Question 2

Faced with increased competition,a growing number of accounting,engineering,and law firms are discovering the merits of personal selling as an auxiliary activity.

Answer 2

True

Question 3

Psychic income refers to the psychological satisfaction salespeople get from earning greater than average incomes.

Answer 3

False

Question 4

Productive relationships between buyers and sellers are critical in the information age.

Question 5

In the field of personal selling,gender is not a barrier to success.

Question 6

Technical skills are the determining factor of a successful salesperson in the information age.

Question 7

Retail products do not provide full-time personal selling opportunities.

Question 8

Buyers today are less accepting of women than men in sales positions.

Question 9

Nearly 10 percent of the Canadian workforce is employed in sales positions.

Question 10

Research indicates that some people are born with certain qualities that give them a special advantage in the field of selling.

Question 11

Field salespeople,sales engineers,and detail salespeople are all outside salespeople who interact face to face with customers.

Question 12

A recent study indicates that each salesperson generates enough revenue to support two other people in their company.

Question 13

The greatest contribution salespeople can make in a transaction is providing the value of knowledge.

Question 14

Executive selling refers to when executives join salespeople on sales calls to understand customer needs better.

Question 15

A salesperson employed by a manufacturer who sells well-established merchandise,such as standard office equipment,would be classified as a field salesperson.

Question 16

In the new economy,personal selling is becoming less important due to the advent of the computer and the internet.

Question 17

Unlike people in many other careers,salespeople are rewarded financially when they give extra effort.

Question 18

The greatest increase of women in sales positions has been in retailing.

Question 19

Productive relationship between a buyer and seller is critical in the information age because without that the buyer will not find the information credible or trust the source of the information.

Question 20

The most important commodity transacted in the new economy is knowledge.

Question 21

Detail sales people do not actually sell directly to the end user but generate goodwill,which translates into demand for their manufacturer's products.

Question 22

In sales,CSR stands for:

A)Computer Sales Representative.
B)Customer Service Representative.
C)Customer Satisfaction Representative.
D)Competitor Status Rating.
E)Competitor Service Representative.

Question 23

All the following statements regarding compensation for sales personnel are true except:

A)There are many types of compensation in sales - base salary,bonus etc.
B)Senior sales representatives represent the highest paid category of sales personnel.
C)The amount earned by salespeople is clearly tied to their selling skills and amount of effort put forth.
D)Intermediate salespeople earn only slightly more than entry level salespeople.
E)Salespeople earn higher income than most other workers in the business community.

Question 24

All of the following describe a category of sales personnel in the field of manufacturing except:

A)rack jobber.
B)sales engineer.
C)field salesperson.
D)detail salesperson.
E)inside salesperson.

Question 25

Which of the following statements accurately describes a career in selling?

A)salespeople generally do not have good job security
B)salespeople have numerous opportunities to advance to middle-management ranks
C)salespeople generally have lower incomes
D)salespeople have limited opportunities for advancement
E)salespeople receive a minimal amount of psychic income

Question 26

Bill imagines the psychic rewards associated with his sales position.This psychic income provides:

A)motivation to become an entrepreneur.
B)motivation to earn more money.
C)motivation to achieve higher levels of performance.
D)motivation to earn more company sponsored trips.
E)motivation to earn more vacation time.

Question 27

Terry McMillan,employed by a manufacturer of small appliances,offers assistance to retailers in such areas as credit policies,pricing,display and store layout.He also collects information regarding acceptance of his firm's products.He is performing the duties of a/an:

A)detail salesperson.
B)inside salesperson.
C)outside salesperson.
D)sales engineer.
E)missionary salesperson.

Question 28

Channels of distribution refer to the physical flow of goods from the manufacturer to end user.

Question 29

Which of the following is true regarding women in selling careers?

A)in most selling fields,gender continues to be a barrier to success
B)they have surpassed men in number employed in the field
C)many women are turning to sales employment because it offers excellent economic rewards and,in many cases,a flexible work schedule
D)they are seldom recruited into traditionally male-dominated areas such as insurance
E)minority women are finding it difficult to enter the sales profession

Question 30

Mikey's duties involve taking telephone orders,process reservations,handle customer complaints,and assist full-time salespeople.His job could be described as:

A)an order taker.
B)missionary salesperson.
C)customer service representative.
D)sales assistant.
E)none of the above

Question 31

All the following statements regarding careers in personal selling are true except:

A)Sales careers can provide above-average psychic income.
B)The skills and knowledge needed to achieve success in the various selling careers vary greatly.
C)Salespeople today have many opportunities for advancement.
D)In the field of personal selling,preference continues to be given to job applicants who are young and male.
E)Our labour force is made up of hundreds of different selling careers.

Question 32

Although there has been a shift in job titles from "selling" to "consulting" lately,the duties performed have essentially remained the same.

Question 33

The primary reason for many sale positions to be given a job title other than "sales person" is because:

A)"sales person" refers to order takers.
B)"sales person" has a negative connotation.
C)selling is more than just completing a sales transaction.
D)it is fashionable to give big job titles these days.
E)"sales person" is a specific job.

Question 34

Entrepreneurs are considered to be salespeople.

Question 35

Psychic income in selling refers to which one of the following?

A)the opportunity to be a member of the sales team
B)high commissions due to successful "intuitive" selling
C)satisfaction of being on a commission payment plan
D)imagining just how great it will be to make $55 000 per year
E)job recognition afforded sales personnel

Question 36

Rhonda chose to work as a sales representative because:

A)It is an easy profession to learn.
B)she likes to party.
C)it does not require much skills or training.
D)she likes the opportunities for promotion.
E)she is not very motivated.

Question 37

Trade selling refers to selling to another distribution channel member.

Question 38

Rachel graduated from college.She wants to make an above average income.Rachel should consider a position as a/an:

A)retail store manager.
B)personnel officer.
C)account representative.
D)bank management trainee.
E)marketing researcher.

Question 39

Many studies dealing with incomes earned in the business community tell us that:

A)salespeople earn significantly higher incomes than most other workers in the business community.
B)salespeople earn slightly less than other workers in the business community.
C)salespeople earn about the same income as other persons in the business community.
D)there are no relevant studies that link income and the salesperson.
E)salespeople earn significantly lower incomes than other workers in the business community.

Question 40

Which of the following statements regarding personal selling in banking is accurate?

A)with all of the bank mergers,personal selling is losing priority
B)personal selling is not a common practice in banking
C)personal selling will likely become less common in banking in the future
D)personal selling is common only in larger banks
E)for many banks,personal selling is one of their key promotion strategies

Question 41

What do FedEx,Hanson and Martin Law Firm and Moe's Mowing company have in common?

A)they hire minorities
B)they are small businesses
C)they sell a service
D)they employ sales people
E)they operate in Canada

Question 42

The radio and broadcasting industry requires sales people in order to:

A)better understand audience needs.
B)to be more marketing oriented.
C)improve their ratings.
D)call on current and potential advertisers to get more advertising revenue.
E)conduct marketing research.

Question 43

Chuck left his management position with the provincial government after the last round of downsizing.He accepted a position with a financial services company.Why would he do this?

A)he was tired of being a civil servant
B)he wanted a different challenge
C)he was having a mid-life crisis
D)he wanted the opportunity to earn a higher than average income
E)he believed there was more security in a sales position

Question 44

Many law,engineering and accounting firms are providing sales training to their staff because of:

A)increased competition.
B)transferability of selling skills.
C)need for creative people.
D)high staff turnover.
E)a push to improve their image.

Question 45

Things have changed since Betty joined the sales force.Ten years ago she was virtually alone in the sales cubicles,now she shares her space with five other women and six men.The reason for this could be that:

A)more of the buyers are women,so management decided to balance its sales force.
B)management liked her performance so much they hired more women.
C)there were additional training grants available to companies that hired women.
D)with employment laws changing,management decided they had better hire more women.
E)businesses are finding that gender is not a barrier to success in selling.

Question 46

Simon finds that his opportunities for advancement have improved since moving to the sales force due to his:

A)above average performance.
B)high visibility.
C)readiness to take on new challenges.
D)optimistic outlook.
E)sparkling personality.

Question 47

Nicole wants to sell intangible products.She should consider companies in the field(s)of:

A)plastic pails.
B)financial planning.
C)computer sales.
D)rubber boots.
E)furniture.

Question 48

Malcolm is uncertain which sales field he should interview with.He feels that he is better selling tangible products.He should consider which field?

A)computer software
B)stock brokering
C)data processing equipment
D)banking
E)employment services

Question 49

Derek enjoys his position as an outside sales representative since it give him an opportunity to assist retail store owners with decisions in the areas of advertising,store displays,merchandising strategies,and:

A)financing options.
B)marketing planning.
C)hours of operation.
D)personnel decisions.
E)gathering and interpreting market information.

Question 50

An entrepreneur would need selling skills in the following situation:

A)identifying her target market.
B)developing an appropriate price strategy.
C)developing an integrated marketing communications plan.
D)developing a product.
E)approaching the bank to arrange financing for her business.

Question 51

Nadia felt that she would be better at selling tangible products,rather than intangibles.Tangible products would include:

A)insurance.
B)banking services.
C)accounting services.
D)legal services.
E)data processing equipment.

Question 52

A major threat facing retailers in today's business environment is:

A)high staff turnovers.
B)government regulations.
C)on-line retailers.
D)demanding customers.
E)lack of knowledgeable salespeople.

Question 53

Barbara wanted to work in the field of computer sales.Because she sells computer hardware for a large wholesaler,she would be considered to be selling:

A)a consumer good.
B)an intangible product.
C)a tangible product.
D)an industrial good.
E)a hybrid product.

Question 54

When Eileen was promoted to management,a key factor in determining her fit with the position was the fact that she:

A)had sales experience.
B)had a very nurturing demeanor.
C)had graduated from college.
D)had experience in the accounting department.
E)had worked in the warehouse.

Question 55

Sales training is an expanding field.Courses are being offered by corporations,commercial vendors,certification studies,and colleges.The main reason for this is because:

A)as new fields of study emerge,it is natural that training will become available in them.
B)sales positions are growing so quickly that demand is outstripping supply.
C)the business community wishes more selling skills among employees.
D)companies want new ways of creating barriers to entry to their lucrative selling positions.
E)we are left wondering since we know that salespeople are born,not trained.

Question 56

A characteristic of sales jobs is that they are:

A)very unethical.
B)highly visible.
C)very stressful.
D)highly deceitful.
E)highly unskilled.

Question 57

The primary goal of a detail salesperson is to:

A)get new orders.
B)supervise junior salespeople.
C)develop goodwill.
D)provide technical expertise in selling.
E)tie up the loose ends in the sales process.

Question 58

A major reason why telephone sales are becoming a popular form of selling is because:

A)it is a cost effective way of contacting potential new customers or customers in distant areas.
B)appearance of salespeople becomes an unimportant issue.
C)many customers enquire on the phone.
D)everyone has a cell phone.
E)it reduces reliance on personal selling.

Question 59

Entrepreneurs can gain from selling skills because:

A)products are becoming more complex and professional selling skills are needed to sell them.
B)selling is marketing.
C)they need to sell their business plan to investors.
D)they need to know how to promote their product.
E)customer needs are very diverse.

Question 60

Sales skills are important in managerial positions in order to:

A)hire computer programmers.
B)understand customer needs better.
C)develop the marketing strategy.
D)conduct competitor analysis.
E)hire secretaries.

Question 61

In the new economy,the sales person should see themselves as:

A)redundant.
B)a business person.
C)a problem solver/partner.
D)a marketing professional.
E)an information technology expert.

Question 62

The development of a personal selling philosophy involves one of the following prescriptions:

A)adopting the marketing concept
B)becoming an excellent negotiator
C)becoming a people person
D)becoming a salesperson
E)adopting the production concept

Question 63

The reason professionals such as lawyers and architects are beginning to pay more attention to their selling skills is because:

A)the clients are becoming more cost-conscious,and there is an increase in competition in the professional services industry.
B)these professional services are being out-sourced to other countries.
C)it is being mandated by their professional governing bodies.
D)the demand for their services is declining,because clients are turning to the numerous self-help books and softwares available in the market.
E)the clients are more aware of consumer rights and are demanding better treatment from professional services providers.

Question 64

________ encompasses developing quality relationships,identifying customer needs and configuring and presenting the best possible product solution.

Question 65

A shift in job titles from "selling" to "partnering" reflects:

A)increased knowledge aspects of the duties.
B)increased consulting aspect of the duties.
C)increased professional aspects of the duties.
D)increased relationship aspects of the duties.
E)increased technical aspects of the duties.

Question 66

Professionals such as accountants,computer programmers,dentists and financial planners have one thing in common,

A)they are part of the new economy.
B)they require good communication skills to be successful.
C)they require above average IQ.
D)they make over $60,000 dollars a year.
E)they require a university degree.

Question 67

In addition to servicing the financial needs of an individual,selling careers also serve the __________ needs.

A)personal
B)social
C)psychological
D)physical
E)moral

Question 68

Research indicates that salespeople involved in value-added sales earned highest level of compensation.This can be attributed to the fact that:

A)they require technical skills.
B)these are high stress jobs.
C)the compensation structure for this type of sales is based on commission.
D)there is a shortage of salespeople with these skills in the information age.
E)they add value to a sale through superior communication skills and knowledge.

Question 69

The term product should be broadly interpreted to encompass:

A)physical goods and ideas.
B)physical goods,services,and ideas.
C)all physical goods.
D)all intangible items.
E)physical goods and services.

Question 70

Intermediaries who enable the flow of goods and services between manufacturers and end users are referred to as:

A)channel captains.
B)physical distribution.
C)logistic agents.
D)channels of distribution.
E)EDI.

Question 71

Another name for inside salespeople is:

A)telemarketers.
B)detailers.
C)missionary salespeople.
D)marketing representatives.
E)customer service reps.

Question 72

A detail salesperson's primary role is to:

A)generate goodwill and stimulate demand.
B)overcome objections during the negotiations phase.
C)ensure the contracts are properly drawn after the negotiations stage of the selling process.
D)provide technical expertise in team sales.
E)use persuasive selling tactics to close the sale.

Question 73

Top management and senior administrators in non profit organizations also need selling skills because:

A)they have to set a good example to their junior staff by taking sales training.
B)they may move on to another career.
C)selling skills are necessary to develop good marketing strategy.
D)they have to sell their ideas in a persuasive manner and sell their cause.
E)selling skills are transferable.

Question 74

The primary difference between an inside and an outside salesperson is:

A)they handle new accounts.
B)the outside salesperson interacts with potential customers on a face-to-face basis.
C)there is no difference between them.
D)the amount of financial compensation the outside salesperson gets.
E)inside salesperson's main role is to generate customer goodwill.

Question 75

The three types of business-to-business (B2B)salespeople are:

A)inside,outside and professional salespeople.
B)inside,outside and gatekeeper salespeople.
C)inside,outside and telemarketing salespeople.
D)detailers,missionary salespeople and order takers.
E)inside,outside and missionary salespeople.

Question 76

________ income helps satisfy our need for recognition and security.

Question 77

Raymond LeBlance extensively trains new recruits at Mitron Corp.to develop a personal selling philosophy.He considers the major components of this philosophy to be:

A)adoption of the marketing concept,development of a questioning strategy,and memorizing several closing techniques.
B)valuing personal selling,understand how to make the greatest income under the compensation plan,give exceptionally good after sales service..
C)adopt the win-win philosophy.
D)adopt the marketing concept,become a problem solver for customers,give exceptionally good after-sales service.
E)adoption of the marketing concept,valuing personal selling,and assuming the role of problem solver or partner.

Question 78

Monica's job in her company is to provide on-going customer support,take telephone orders and prospect for new customers.She most likely is a:

A)inside salesperson.
B)order taker.
C)outside salesperson.
D)detailer
E)order getter.

Question 79

The statement that best describes personal selling is:

A)personal selling is interpersonal form of selling which puts the salesperson "closest" to the customer than other marketing methods.
B)personal selling is an excellent career choice for part-time employment.
C)personal selling is a part of marketing.
D)personal selling is the most expensive form of marketing communication.
E)personal selling will become obsolete in the information age.

Question 80

People who perform stunts such as ride a bicycle for 40 hours non-stop or participate in hot-dog eating contests are seeking:

A)personal rewards.
B)higher self-esteem.
C)social approval.
D)financial rewards.
E)psychological rewards.