89 test bank for selling today creating customer value 6th canadian edition

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89 Test Bank for Selling Today Creating Customer Value 6th Canadian Edition Mutiple Chocie Questions - Page 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 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 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 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 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 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 What 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 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 Which of the following statements accurately describes a career in selling? A) salespeople generally 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 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 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 A characteristic of sales jobs is that they are: A) very unethical B) highly visible C) very stressful D) highly deceitful E) highly unskilled 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 53 Free Test Bank for Selling Today Creating Customer Value 6th Canadian Edition by Manning Mutiple Chocie Questions - Page 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 Another name for inside salespeople is: A) telemarketers In more customers would like to buy the product than can be satisfied a overfull demand b excessive c irregular demand d negative demand e latent demand If marketers are characterized as "gardening" rather than "hunting," the is most likely to be the concept the marketers are following a marketing concept b selling concept c product concept d social responsibility concept e production concept Under which of the following company orientations toward the marketplace would we expect to find the "better mousetrap" fallacy? a holistic marketing concept b production concept c product concept d selling concept e marketing concept Companies selling mass consumer goods and services such as soft drinks, cosmetics, air travel, and athletic shoes and equipment spend a great deal of time trying to establish a superior brand image in markets called a global markets b consumer markets c business markets d service markets e nonprofit and governmental markets Rising promotion costs and shrinking profit margins are the result of a globalization b deregulation c heightened competition d changing technology e privatization The is practised most aggressively with unsought goods, goods that buyers normally not think of buying, such as insurance, encyclopedias, and funeral plots a holistic marketing concept b production concept c product concept d selling concept e marketing concept Canada's oil industry falls under which of the five market types in the modern exchange economy? a consumer market b manufacturer market c intermediary market d resource market e government market When Jack purchases his air conditioning unit in the winter to avoid the high prices found in the summer, he is exhibiting demand a declining b negative c latent d irregular e impulse actively work to build a strong, favourable, and unique image in the minds of their target publics a Experiences b Shopping goods c Properties d Durable goods e Organizations Marketing is both an "art" and a "science” because there is constant tension between the formulated side of marketing and the side a behaviour b creative c management d selling e forecasting Much of a brand's strength depends on developing a superior product and backing it with engaging communications in which of these key customer markets? a consumer markets b business markets c government markets d nonprofit markets e global markets The concept holds that consumers will favour those products that offer the most quality, performance, or innovative features a marketing b production c selling d product e holistic marketing School and universities, encyclopedias, nonfiction books, and magazines all produce and distribute which type of entity that can be marketed? a Information b Properties c Celebrities d Places e Organizations When 3M, HP, and Motorola practise researching or imaging latent needs of consumers, they are most likely using which of the following marketing orientations with respect to their consumers? a supply-side orientation b promotion orientation c proactive marketing orientation d reactive market orientation e selling orientation A is someone seeking a response (attention, a purchase, a vote, a donation) from another party, called the a marketer; prospect b fund raiser; contributor c salesperson; customer d celebrity; audience e politician; voter The promises to lead to more accurate levels of production, more targeted communications, and more relevant pricing a age of deregulation b age of globalization c industrial age d production age e information age In business markets, advertising can play a role, but a stronger role may be played by the sales force, , and the company's reputation for reliability and quality a distribution b performance c promotion d brand image e price When IKEA noticed that people wanted good furniture at a substantially lower price and created knockdown furniture, they demonstrated marketing savvy and turned a private or social need into a(n) a customer want b profitable business opportunity c market need d invention e product development Charles Revson of Revlon observed: "In the factory, we make cosmetics; in the store, ." a we implement ads b we sell quality c we sell hope d we challenge competitors e we make profits takes place when at least one party to a potential exchange thinks about the means of achieving desired responses from other parties a Targeting b Marketing management c Forecasting d Segmentation e Distribution MAC Cosmetics trains their artists to collaborate with customers so that each one feels she's had an authentically artistic experience This is an example of which major societal force behind the new marketing realities? a consumer resistance b heightened competition c network information technology d retailer transformation e industry convergence goods constitute the bulk of most countries' production and marketing efforts a Durable b Event c Physical d Service e Impulse Many brick-and-click competitors became stronger contenders in the marketplace than the pure-click firms because they had a larger pool of resources to work with and a direct selling capability b better prices c well-established brand names d one-on-one communications e greater value Yasmine is very upset that she can't get tickets to the upcoming Rolling Stones concert "Why they keep advertising the show if you can't get tickets?" wonders Yasmine Which of the following demand states applies to Yasmine's situation? a unwholesome demand b full demand c latent demand d nonexistent demand e overfull demand Customers today perceive fewer real product differences, show less brand loyalty, and are becoming more sensitive to a point-of-purchase messaging b engaging communication c direct response techniques d customer service e price and quality The Toronto Zoo represents marketing: customers view animals in their natural habitats a event b experiences c goods d celebrity e services Good marketing is no accident, but a result of careful planning and a execution b research c tactics d selling e strategies Industry boundaries are blurring at an incredible rate as companies are recognizing that new opportunities lie at the intersection of two or more industries this is called a customization b industry convergence c heightened competition d globalization e acquisition 80 Free Test Bank for Marketing Management 14th Canadian Edition by Kotler Mutiple Choice Questions - Page The shift to digital technology fueling the merging of the computing and consumer-electronics industries is an example of which major societal force? a disintermediation b globalization c deregulation d consumer resistance e industry convergence Several scholars have found that companies who embrace the marketing concept achieve superior performance This was first demonstrated for companies practicing a understanding and meeting customers' expressed needs a holistic market orientation b responsive market orientation c total market orientation d impulsive market orientation e proactive marketing orientation The "Malaysia, Truly Asia" ad campaign that showcased Malaysia's beautiful landscape and its multicultural society in order to attract tourists is an example of marketing a event b place c property d service e idea The holds that the organization's task is to determine the needs, wants, and interests of target markets and to deliver the desired satisfactions more effectively and efficiently than competitors in a way that preserves or enhances the consumer's and the society's well-being a ethically responsible marketing manager b focused business model c customer-centred business d societal responsibility marketing concept e production-centred business Marketing feedback and processes are necessary to understand the efficiency and effectiveness of marketing activities and how both could be improved a analysis b consumer behaviour c control d forecast e measurement The selling concept is practised most aggressively with a business products b packaged goods c branded products and services d unsought goods e trendy items At the heart of any marketing program is the the firm's tangible offering to the market a product b packaging c auxiliary offer d sales support team e service offer When a customer has a(n) need he/she wants a car whose operating cost, not its initial price, is low a unstated b real c secret d stated e delight Which of the following corporate social initiatives supports behaviour-change campaigns? a cause marketing b corporate philanthropy c cause-related marketing d corporate community involvement e corporate social marketing The broad environment consists of six components; one of which is the a demographic environment b promotion environment c service supplier environment d distribution environment e investment environment Marketing is not a department so much as a a company orientation b philosophy c branch of management d branch of economics e function Relationship marketing also emphasizes customer retention because attracting new customers may cost times as much as retaining an existing one a five b seven c ten d three e twenty reflects the perceived tangible and intangible benefits and costs to customers a Value b Comparison shopping c Satisfaction d Loyalty e Expectations Marta has a(n) need; she is expecting admiration of her fashion sense from her friends because she has just purchased a skirt in this spring's hottest colour a real b delight c stated d secret e unstated marketing has the aim of building mutually satisfying long-term relations with key parties such as customers, suppliers, distributors, and other marketing partners in order to earn and retain their business a Synthetic b Holistic c Demand-based d Direct e Relationship When a customer has a(n) need the customer wants to be seen by friends as a savvy consumer a secret b real c delight d stated e unstated Holistic marketing incorporates which addresses broader concerns and their ethical, environmental, legal, and social context of marketing activities and programs a social responsibility marketing b integrated marketing c performance marketing d internal marketing e financial marketing Organizations catering to the need to price their offerings carefully because these markets usually have limited purchasing power a business market b nonprofit market c global market d consumer market e exclusive market The concept holds that consumers and businesses, if left alone, will ordinarily not buy enough of the organization's products a production b marketing c selling d holistic marketing e product The marketing concept holds that the key to achieving organization goals consists of the company being more effective then competitors in creating, delivering, and communicating a unbeatable selection b superior supply channels c a better mousetrap d the lowest prices e superior customer value A specific set of tasks make up successful marketing management and marketing leadership The first task for a company is to a develop marketing strategies and plans b deliver value c connect with customers d shape the market offerings e build strong brands includes all the actual and potential rival offerings and substitutes that a buyer might consider a Competition b The product offering c The marketing environment d A value proposition e The supply chain The includes the immediate actors involved in producing, distributing, and promoting the offering The main actors are the company, suppliers, distributors, dealers, and the target customers a operations environment b strategic environment c task environment d management environment e tactical environment Carnival Connections, an online marketing site created by the cruise marketer so that cruise fans could compare notes, is an example of which dimension of holistic marketing? a global marketing b integrated marketing c internal marketing d socially responsible marketing e relationship marketing Companies shape separate offers, services, and to individual customers based on information about past transactions, demographics, psychographics, and media and distribution preferences a warranties b messages c discount d delivery e prices Which of the following is the best example of consumers' amplified voice to influence peer and public opinion? a auto enthusiasts talking about chrome rims at CarSpace.com b reverse auctions in which sellers compete to capture business c the ability to access online newspapers from anywhere in the world d Amazon.com branching into retails sales of clothing and accessories e social media such as Facebook and Flickr Holistic marketing incorporates , ensuring that everyone in the organization embraces appropriate marketing principles, especially senior management a strategic planning b share of customer c profit objectives d internal marketing e the marketing mix According to Theodore Levitt, who drew a perceptive contrast between the selling and marketing concepts, is preoccupied with the need to convert products into cash a selling b direct marketing c holistic marketing d service marketing e marketing If a marketer decides to use warehouses, transportation companies, banks, and insurance companies to facilitate transactions with potential buyers, the marketer is using what is called a a distribution channel b relationship channel c intermediary channel d brand channel e service channel As economies advance, a growing proportion of their activities focuses on the production of a services b products c events d experiences e luxury goods For each target market, the firm develops a The offering is positioned in the minds of the target buyers as delivering some central benefit(s) a value offering b niche offering c market offering d social offering e segment offering An integrated marketing communications program that maximizes the individual and collective contribution of all communication activities achieves which of the marketing management tasks? a creating long-term growth b building strong brands c capturing market insights d communicating value e delivering value When Volvo runs advertisements suggesting that it is the safest car money can buy, it has its market offering a profiled b segmented c positioned d demanded e questioned As consumers grow more socially conscious, a number of companies are using as a way to differentiate themselves from competitors, build consumer preference, and achieve notable sales and profit gains a benefit marketing b environmental marketing c financial accountability marketing d internal marketing e social-responsibility marketing The concept is based on the development, design, and implementation of marketing programs, processes, and activities that are broad in scope and interdependent a holistic marketing b social marketing c niche marketing d performance marketing e relationship marketing During market segmentation analysis, the marketer identifies which segments present the greatest opportunity These segments are called a target markets b demographic markets c focused markets d primary markets e tertiary markets One traditional depiction of marketing activities is in terms of the marketing mix or four Ps The four Ps are characterized as being a product, production, price, and place b promotion, place, positioning, and price c product, positioning, place, and price d place, promotion, production, and positioning e product, price, promotion, and place Companies as diverse as General Motors and McDonald's are embracing which new company capability to communicate with the public, customers, and employees? a Factory customization b Corporate blogging c Private intranets d Internet training products e Online and offline "buzz" The fact that business buyers in today's marketplace can sometimes run a reverse auction is an example of which new consumer capability? a a greater variety of available goods and services b a substantial increase in buying power c greater ease in interacting and placing and receiving orders d a great amount of information about practically everything e an ability to compare notes on products and services ... be to make $55 000 per year E) job recognition afforded sales personnel 53 Free Test Bank for Selling Today Creating Customer Value 6th Canadian Edition by Manning Mutiple Chocie Questions - Page... 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,... reliance on personal selling 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