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144 Test Bank for Fundamentals of Selling Customers for Life through Service 11th Edition by Futrell Multiple Choice Questions - Page A person may choose a sales career because he/she desires: A the limited variety of jobs available B rewards offered by a career in sales C the freedom of being self-employed D restricted opportunities for advancement E overt permission to procrastinate Hugh contacted his local phone company yesterday and talked to someone about whether or not it is possible to have an internet connection without having local phone service The receptionist is likely to have put him in touch with a(n): A detail salesperson B retail salesperson C order-taker D account representative E sales engineer According to research by Gallup, the lowest-rated job category in terms of perceived honesty and ethical standards is: A lawyers B used car salespeople C real estate agents D order-takers E retail salespeople The _ refers to the sales philosophy of unselfishly treating others as you would like to be treated A Golden Rule of Personal Selling B Reciprocity Principle C 80/20 Principle of Relationships D Osborne Principle of Sales Empathy E Equity Theory of Sales The person who telephoned Hugh last night to ask him if he was interested in adding HBO and Cinemax to his current television cable system would be classified as a(n): A detail salesperson B retail salesperson C order-taker D account representative E sales engineer Insurance, gym memberships, and cruise vacations would be sold by: A detail salespeople B account representatives C sales engineers D service salespeople E industrial products salespeople A career in sales management begins with the position of: A assistant sales manager B district manager C entry-level salesperson D key account salesperson E assistant sales representative A salesperson who adheres to the Golden Rule of Personal Selling: A is primarily motivated by money B is ego-driven C does what he/she is legally required to D requires intensive monitoring E attributes his/her success to others Which of the following statements about selling is true? A You are not involved in sales when you go to an interview with a potential employer B Unlike other professions, journalists not engage in selling activities C Everyone sells at their place of work, but not when at home with their families D You are involved in selling when you ask someone to accompany you on a shopping trip E Only trained salespeople ever engage in selling activities In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually begins at the level of: A technical support person B sales representative C sales trainee D key account salesperson E assistant manager In addition to performance, the salary earned by a sales manager is usually related to the: A annual sales volume of the industry the firm is in B number of salespeople employed by competitors C individual's age D annual sales volume of his/her firm E number of years he/she spent in college Which of the following statements about order-getters is true? A They wait for customers' orders B They often not attempt to close sales C They not need to use creative sales presentations D They are hired for additional business they bring E They often face the most powerful resistance Sales jobs are classified according to the type of products sold and: A how the salesperson is compensated B quantity of sales by the salesperson C jobs performed by the salesperson D the salesperson's type of employer E territory size Andie sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture of furniture Since the products she sells to the furniture makers is nontechnical in nature, Andie would be described as a(n): A account representative B detail salesperson C sales engineer D order-taker E industrial products salesperson Which of the following is NOT a type of manufacturer's sales representative? A Detail salesperson B Account representative C Sales engineer D Direct salesperson E Industrial products salesperson Which is the logical order of salespeople based upon decreased selfinterest? A Golden Rule, traditional, professional B traditional, Golden Rule, professional C professional, traditional, Golden Rule D Golden Rule, professional, traditional E traditional, professional, Golden Rule As a salesperson for a plumbing supply wholesaler, Titus is unlikely to sell products to: A a family through door-to-door selling B the United States government C a small company that manufactures lawn furniture out of PVC pipes D a plumbing contractor who is working on a new motel E a hospital maintenance department Identify the correct statement about the importance of salespeople and selling A Salespeople are responsible for the success of new products, but have little to with keeping existing products in the marketplace B Only the medical profession generates more revenue in our economy than the selling profession C Salespeople have a direct impact on the opening of new businesses and whether those businesses are successful D Only the legal profession generates more revenue in our economy than the selling profession E Salespeople are responsible for keeping existing products in the marketplace, but have little to with the success of new products Bronson is thinking about a career in personal selling His friends have told him that is a good direction because he reminds them of salesmen that they have met Which of the following qualities that they listed to him should cause concern about how truly "good" he would be as a salesperson? A He communicates well with people B He is good at working on his own C He is good at making people buy something even when they not want it D He loves a challenge E He is also good at management and selling might yield advancement in the company Bo Hampton is a(n) _ for a manufacturer of restaurant-grade appliances He does not directly solicit orders His primary duties involve promotional activities such as introducing and demonstrating new products at trade shows A retail salesperson B detail salesperson C sales engineer D service salesperson E account representative Another name for a salesperson is a(n): A transaction manager B exchange coordinator C countertrader D stakeholder supervisor E customer contact person According to the text, a new and more appropriate definition of personal selling: A relates it more closely to transactional marketing B excludes e-selling C includes the word "unselfish." D excludes telemarketing activities E substitutes the words "relationship marketing" for "personal selling." A newer definition of _ defines it as the personal communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individual's needs A integrated marketing communications B dyadic communications C personal selling D transactional marketing E relationship marketing Order-takers: A use creative sales strategies B have an infinitely more difficult selling situation than order-getters C usually earn much more than order-getters D rely on well-executed sales presentations E are hired to bring in additional business The person behind the counter at Subway who enters your order, takes your money, and hands you your food is a(n): A retail salesperson B sales engineer C order-getter D service salesperson E account representative Debby sells Pampered Chef kitchen products directly to the people who will use the products themselves These sales that she makes face-to-face are examples of: A retail selling B wholesale selling C account representation D detail selling E sales engineering _ is traditionally defined as the personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs A Marketing B Personal selling C Public relations D Advertising E Promotion In which of the following industries are you most likely to find a sales engineer being used? A Apparel B Heavy equipment C Home healthcare D Pet supplies E Book According to the Golden Rule of Personal Selling, an effective salesperson has all of the following characteristics EXCEPT: A he/she has the Midas touch B he/she owes greater allegiance to his/her employer than to customers C he/she unselfishly treats others as they would like to be treated D he/she can use manipulation/coercion if making the sale will benefit his/her company E he/she creates customer loyalty through discipline, persistence, and optimism Yevi Zoltan sells blank aluminum cans for soda manufacturers to fill Zoltan would be classified as a(n): A detail salesperson B account representative C sales engineer D direct salesperson E industrial products salesperson Which of the following statements about the importance of salespeople and selling is true? A Salespeople have only indirect impact on the success of new products B White collar professionals generate more revenue in our economy than selling professionals C The orders produced by salespeople are largely responsible for the operation of the nation's distribution system D Salespeople have almost no impact on the construction of manufacturing facilities E Retailers not rely on supplier salespeople to keep existing products on their shelves According to the author's research online: A sales students believe that the general public has a reasonably positive attitude about salespeople in general B sales students believe that salespeople are more often trustworthy than not C only 9% of sales students believed that salespeople have low ethical standards D only 44% of sales students would accept a job in sales if offered one E sales students think that sales people are less readily accepted today than 50 years ago Salespeople who are _ obtain new and repeat business using a creative sales strategy and a well-executed sales presentation A order-collectors B order-takers C order-hunters D order-service providers E order-getters All of the following are reasons why a person may choose a sales career EXCEPT: A the limited variety of jobs available B rewards offered by a career in sales C the challenge of selling True - False Questions Retail salespeople must maintain contacts at all levels of the client organization True False The key to customer retention is customer satisfaction True False Even experienced sales representatives in outside sales typically receive intensive direct supervision True False People tend to generalize that most salespeople are not honest or ethical True False A salesperson's career path is an upward sequence of job movement True False It is inappropriate for a good salesperson to provide information to his/her company on such topics as competitors' activities and marketing opportunities since doing so would exceed his/her authority and violate customer confidences True False To be a successful salesperson, a salesperson must love to sell True False While salespeople typically provide many services for their customers, returning damaged merchandise is not one of them True False Salespeople are advisors who manipulate people for personal gains True False A person is involved in selling when he/she wants someone to something True False The last step in the sales process is the close True False Successful salespeople often can avoid providing service to customers if they present a "nice guy" image True False A sales engineer and a detail salesperson perform basically the same tasks True False Technical skill is the understanding of and proficiency in the performance of specific tasks True False Nonfinancial rewards are given by the company as incentives True False Personal selling refers to the personal communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individual's needs True False A detail salesperson concentrates on directly soliciting orders True False Often the biggest challenge to success in selling is not out there in sales territory but is within the person True False The sales process refers to the checklist salespeople use to prepare themselves for dealing with prospects' objections True False Part of learning how to become an effective salesperson includes adopting one's own physical exercise program True False A retail salesperson sells goods or services to companies to satisfy their business needs True False Self-control is the most difficult trait for a salesperson to develop True False The sales person is engaged in a highly honorable, challenging, rewarding, and professional career True False Customer contact person is another name for a salesperson True False Direct sellers are also called distributors True False The practice of the Golden Rule of Personal Selling extends to customers, but not to competitors True False Although sales situations are greatly varied, following a logical, sequential series of actions will greatly increase the chances of making a sale True False Conceptual skill is a cognitive ability to see the selling process as a whole and the relationship among its parts True False According to the text, salespeople need not increase sales in old accounts if they are generating a sufficient quantity of new customers True False Conceptual skills are especially important for order takers True False To project a professional image and to build customer confidence, salespeople need to be thoroughly knowledgeable in all aspects of their business True False The Golden Rule is not easy to follow, corruptible, or self-serving, but it is comprehensive True False Keeping an old customer is much harder than finding a new one True False The Great Harvest Law of Sales says that how you will be treated is not determined by how you treat others True False 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 True False Practice alone used to be enough to learn how to sell, but no longer True False Organizations are reinventing free enterprise to honor shareholders True False Some salesmen make more money than the company president True False Millions of people have chosen sales careers because of the opportunity to serve others True False Order-getters ask what the customers want or wait for customers to order True False Prospecting is the term used for obtaining interviews, determining sales call objectives, and designing sales presentation strategies True False There is no reciprocity involved in applying the Golden Rule of Personal Selling True False Sales and marketing mean the same thing True False Typically, direct salespeople meet people in their homes True False It is easy to overestimate the importance of big business because of its greater visibility True False A direct salesperson must have the ability to discuss technical sales problems True False Because sales jobs offer higher nonfinancial rewards than most other areas of corporate America, the compensation of salespeople is typically lower than that of workers in areas like production who are at a comparable level in the organization True False According to the Gallup survey, used car salesmen were rated highest on perceived honesty and ethical standards True False Sales courses are useful only for people interested in becoming salespersons True False Productivity in sales is in the hands of the salesman True False Free Text Questions Discuss the following statement: "Selling is both an art and a science." Answer Given Selling is an art because many of the skills needed for selling cannot be learned from a textbook Selling takes practice Many skills are learned through experience Selling is also a science because a growing body of knowledge and objective facts exists to help the salesperson sell more effectively Becoming a successful salesperson requires a blend of formal learning and practice, of science and art The text lists three categories of important skills that are necessary for a salesperson's success List and explain them Answer Given Conceptual Skill: It is the cognitive ability to see the selling process as a whole and the relationship among its parts Conceptual skill involves the seller's thinking and planning abilities This skill is especially important for order-getters; Human Skill: It is the seller's ability to work with and through other people Salespeople demonstrate this skill in the way they relate to other people A seller with human skills likes other people and is liked by others; Technical Skill: It is the understanding and proficiency in the performance of specific tasks Technical skill includes mastery of the methods, techniques, and equipment involved in selling such as presentation skills and uses for one's products It includes specialized knowledge, analytical ability, and the competent use of tools and techniques to solve problems in that specific domain List the major areas where salespeople will have to face major changes in the 21st century Answer Given Areas where salespeople will face major changes are: 1) International/global selling, 2) diversity of salespeople and customers, 3) customer partnerships, 4) technology, and 5) ethics List the important steps in the customer relationship selling process Answer Given 1) Prospecting: Locating and qualifying prospects 2) Preapproach: Obtaining interview; determining sales call objective; developing customer profile, customer benefit program, and sales presentation strategies 3) Approach: Meeting prospect and beginning customized sales presentation 4) Presentation: Further uncovering needs; relating product benefits to needs using demonstration, dramatization, visuals, and proof statements 5) Trial close: Asking prospect's opinions during and after presentation 6) Objections: Uncovering objections 7) Meet objectives: Satisfactorily answering objections 8) Trial close: Asking prospect's opinions after overcoming each objection and immediately before the close 9) Close: Bringing prospect to the logical conclusion to buy 10) Follow-up and service: Serving customer after the sale What are the three rules that a person aspiring to have a career in sales should follow? Answer Given 1) Golden Rule of Personal Selling, 2) Golden Harvest Law of Sales, and 3) Golden Rule Paradox What is the "Golden Rule Paradox" of selling? Answer Given By placing customers first, you will often see an increase in sales, greater, compensation, and better job opportunities which overlap into a happier life You actually receive more than you give to the customer or employer This is the Golden Rule Paradox in action Describe the modern day salesperson Answer Given In recent years, distinction between salesperson and a professional has blurred because the salesperson of today is a pro They know more about their field and product than the buyer This expertise enables the seller to become the buyer's partner, a counselor on how to solve their problems Today's salesperson professionally provides information that helps customer make intelligent actions to achieve their objectives Explain the significance of a small business Answer Given Small business contributes significantly to our economy The Small Business Administration classifies approximately 98 percent of all business in the United States-sole proprietorships, partnerships, corporations, part-time businesses, and unincorporated professional activities- as small businesses Often, small business entrepreneurs cannot complete head-to-head with giant firms However, most large firms started small, and then prospered by using many of the concepts, ideas, and practices discussed in the book How is a sales job different from other jobs? Answer Given Salespeople represent their companies to the outside world The public generally does not judge a firm by its office or factory workers Other employees usually work under close supervisory control, whereas the outside salesperson typically operates with little or no direct supervision Salespeople probably need more tact, diplomacy, and social poise than other employees in the organization Salespeople are among the few employees authorized to spend company funds Some sales jobs frequently require considerable traveling and time spent away form home and family Comment on the following statement, "Only professional salespeople sell." Answer Given According to the text, everyone sells You are involved in selling when you want someone to something For example, ask for a pay increase, return merchandise, urge your professor to raise your grade, or apply for a job, you are selling You use personal communication skills to persuade someone to act Your ability to communicate effectively is the key to success in life Why non-salespeople study sales courses? Answer Given Non-salespeople want to improve their communication skills to be more successful in both their personal and business lives The skills and knowledge gained from a selling course can be used by a student who plans to go into virtually any field Selling is not just for salespeople; it is a must for everyone In today's competitive environment, where good interpersonal skills are so valued, the lack of selling capability can put anyone at a disadvantage Which are the main types of manufacturer sales positions? Answer Given There are five main types of manufacturer sales positions:1) An account representative calls on a large number of already established customers in, for example the food, textile, and apparel industries This person asks for the order; 2) A detail salesperson concentrates on performing promotional activities and introducing new products rather than directly soliciting orders; 3) A sales engineer sells products that call for technical know-how and an ability to discuss technical aspects of the product Expertise in identifying, analyzing and solving customer's problems is another critical factor This type of selling is common in oil, chemical, machinery, and heavy equipment industries; 4) An industrial products salesperson, nontechnical, sells a tangible product to industrial buyers No high degree of technical knowledge is required Packaging materials, office equipment sales representatives are nontechnical salespeople; 5) A service salesperson, unlike the four preceding types of manufacturing salespeople, must sell the benefits of intangible products such as financial, advertising, or computer repair services List four characteristics that are not part of the Golden Rule of Personal Selling Answer Given The Golden Rule is not: 1) corruptible, 2) self-serving, 3) comprehensive, or 4) easy to follow List the functions of a territory manager Answer Given 1) Creates new customers 2) Sells more to present customers 3) Builds longterm relationships with customers 4) Provides solutions to customers' problems 5) Provides service to customers 6) Helps customers resell products to their customers 7) Helps customers use products after purchase 8) Builds goodwill with customers 9) Provides company with market information How salespeople impact society? Answer Given Salespeople generate more revenue in the U.S economy than workers in any other profession Salespeople impact society in such diverse areas as 1) The success of new products, 2) keeping existing products on the retailer's shelf, 3) constructing manufacturing facilities, 4) opening businesses and keeping them open, 5) generating sales orders that result in the loading of trucks, trains, and other means of transport Describe a territory manager Answer Given A salesperson who plans, organizes, and executes activities that increase sales and profits in a given territory is a territory manager A sales territory comprises a group of customers often assigned within a geographical area List the four main elements in the customer relationship process Answer Given (1) Analyze customer needs, (2) recommend solution and gain commitment, (3) implement the recommendation, and (4) maintain and grow the relationship How does the Golden Rule of Personal Selling apply to competitors? Answer Given If your customers not feel your products will fulfill their needs, you discuss and, if possible, recommend a competitor's products You prefer to lose your commission in order to what is right for the customer List the six major reasons for choosing a sales career Answer Given The six major reasons for choosing a sales career are: (1) the wide variety of sales jobs available, (2) the freedom of being on your own, (3) the challenge of selling, (4) the opportunity for advancement in a company, (5) the rewards from a sales career, and (6) the opportunity to provide service to others What is the traditional definition for personal selling? How does the traditional definition differ from the new one in the text? Answer Given The new definition inserts the word "unselfish" into the traditional definition According to the new definition, 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 (Briefly explain the differences between order-takers and order-getters Answer Given Some sales jobs require the salesperson only to take orders Order-takers not have a sales strategy and often use no sales presentation Many never attempt to close a sale, and more importantly, few actually create sales They may ask what the customer wants or wait for the customer to order They are employed to bring in additional business that the employer probably would not obtain without their efforts Order-getters, on the other hand, get new and repeat business using a creative sales strategy and a well-executed sales presentation They creatively sell tangible goods or intangible services in highly competitive industries where the merchandise cannot be sold in equal volume without a salesperson They face infinitely more difficult selling situations than the order-takers Order-getters are true salespeople, which is why order-getters earn so much more than ordertakers What is the "Golden Rule of Personal Selling"? Answer Given You chose to base your sales philosophy on unselfishly treating others as you would like to be treated This is what is referred to as the "Golden Rule of Selling." List various aspects of the Golden Rule of Personal Selling Answer Given 1) Competitors are included 2) Sales is your calling to serve 3) To serve, you need knowledge 4) Customers notice integrity 5) Personal gain is not your goal 6) Others come first What are the two types of rewards that salespeople can earn? Give an example of each Answer Given The two types of rewards are financial and nonfinancial Nonfinancial rewards are sometimes called psychological income or intrinsic rewards They are generated by the individual and not given by the company An example of a nonfinancial reward is a feeling of self-worth Many are attracted to selling because in a sales career financial rewards are commonly based solely on performance Salaries are an example of financial rewards What is the "common denominator" of a successful salesperson? Answer Given The common denominator of a successful salesperson is unselfishly and sacrificially "caring" for prospects, customers, and others, by placing their interests before your desires ... challenge of selling 4 D opportunities for advancement E the freedom to be on one's own 69 Free Test Bank for Fundamentals of Selling Customers for Life through Service 11th Edition by Futrell. .. Golden Rule of Personal Selling, 2) Golden Harvest Law of Sales, and 3) Golden Rule Paradox What is the "Golden Rule Paradox" of selling? Answer Given By placing customers first, you will often see... and proficiency in the performance of specific tasks A Conceptual B E -selling C Automated D Nonhuman E Technical Newton is in the _ step of the selling process when he asks a prospect for her