ABCs of Relationship Selling Through Service 6Th Canadian Edition By Charles M. Futrell – Test Bank
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Sample Test
Chapter 03
The Psychology of Selling: Why People Buy
Multiple Choice Questions
1. Why
is the process by which prospective buyers “internalize” or consider the
information presented by the salesperson, is referred to as a black box?
A.for every action there is a reaction
B. we
cannot see into the buyer’s mind
C. it’s like a black hole in space—things go in, and are never heard from
again
D. for every stimulus, there must be a response
E. there is a tendency on the part of prospects to not trust what they are
told by salespeople
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
2. Customers
make buying decisions based on both psychological and rational reasons. Which
from the following list is NOT a psychological factor that influences the
buying behaviour?
A.personality
B. culture
C. attitudes
D. learning
E. values
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
3. Which
of the following statements is correct?
A.Needs are much more motivational than wants for the average Canadian.
B. Having a clean safe place to live is a basic want for the average
Canadian.
C. Needs
are often easily met in Canada by the average Canadian.
D. Basic food is a want, and a ski vacation is a need, for the average
Canadian.
E. All of these choices are correct.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
4. Every
morning, Jacquie needs her caffeine. She has learned to meet that need by
seeking out a Tim Hortons coffee location that sells an extra-large
double/double (an especially large cup of coffee). Which term best describes
Jacquie’s preferred method of obtaining caffeine?
A.belief
B. perception
C. want
D. distortion
E. opportunity
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
5. Wants
are defined as discretionary items on the “would like to have” level. Which
situation below would be considered a want (as opposed to a need)?
A.Jake needs/wants food.
B. Jake needs/wants water.
C. Jake needs/wants transportation.
D. Jake
needs/wants a Dodge pickup truck.
E. None of these answers would be considered a want.
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
6. Different
individuals have different reasons for wanting to buy. Therefore, the
salesperson must:
A.be sure to have her product available to the prospect when the relevant need
occurs.
B. be sure to have his product available to the prospect when the relevant
want occurs.
C. rely on the prospect to see that the good or service will satisfy her
relevant need/want.
D. make sure his sales presentation appeals to all possible needs/wants.
E. determine
a prospect’s needs; then match the product’s benefits to that particular
prospect’s needs and wants.
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
7. Which
of the following reasons would you classify as NOT being an emotional factor
for purchasing a particular product?
A.fear
B. comfort or luxury
C. desire for gain
D. need
to save money
E. self-preservation
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
8. According
to the textbook, which of the following statements about economic needs is
true?
A.An
economic need refers to the buyer’s need to purchase the most satisfying
product for the money.
B. Economic needs are often associated with emotional factors.
C. An economic need refers to the buyer’s need to behave in an
economically rational manner and buy the lowest priced item available.
D. Economic needs are usually the only factor that shapes the buying
decision.
E. Many salespeople correctly assume that people base their buying
decisions solely on price.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
9. Stuart
McKenzie owns a small fast food restaurant. He has experienced significant
sales growth and wants to hire an additional cook to handle the extra volume.
John Pinskie, a representative for a company that sells kitchen equipment,
stops by for a regular sales call. After a conversation between the two about
the opportunities and challenges facing the restaurant, they agree to upgrade
the kitchen equipment allowing the current staff to double their output, eliminating
the need for extra staff. Which of the following statements best describes what
John did?
A.focused on his own need to increase his compensation
B. helped
Stuart identify what he really needed
C. connected with Stuart at an emotional level
D. created little value for his customer
E. changed Stuart’s emotional state
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
10.
According to the text, which of the following terms best
describes a direct or indirect group of individuals that may shape a buyer’s
decision-making process at an emotional level?
A.circle of influence group
B. reference
group
C. management group
D. economic group
E. psycho-social group
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
11.
What process is based on the theory that, only a portion of all
the information an individual is exposed to is chosen to be organized,
interpreted, and retained in the person’s mind?
A.selective retention
B. selective distortion
C. selective reception
D. perception
E. selective
exposure
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
12.
John is thinking of buying a new car. He has his mind set on a
new European sports car that he believes offers great performance and is of
high quality. During the sales process, the salesperson correctly mentions to
John that repairs on this vehicle tend to be expensive and need to be done
twice as often as other sports cars. John ignores this fact in making the
purchase decision as he internalizes the need for frequent maintenance as a
sign that the car will always be in top condition. Which of the following terms
describes John’s perceptual mental process?
A.selective exposure
B. selective retention
C. selective input
D. selective
distortion
E. perception
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
13.
A prospect forgets a product’s advantages that were stressed by
the salesperson because those advantages were not consistent with the
prospect’s attitudes and beliefs. Which of the following mental processes is
likely occurring?
A.selective
retention
B. selective reception
C. selective exposure
D. selective recognition
E. selective dissonance
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
14.
Which of the following terms best describes the process of
acquiring knowledge or a behaviour based on past experience?
A.Belief establishment
B. Perception
C. Learning
D. Attitude modification
E. Self-awareness modification
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
15.
Parmjeet has had bad experiences with a particular computer
brand. Which term best describes Parmjeet’s learned predisposition toward this
computer brand?
A.attitude
B. belief
C. feeling
D. trait
E. motive
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
16.
Tony trusts and has confidence that Mary will sell him only
products that meet his current and future needs. Which of the following best
describes Tony’s predisposition toward Mary’s advice?
A.attitude
B. belief
C. learned experience
D. perception
E. motive
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
17.
According to the text, which of the following is the most
difficult challenge a salesperson faces?
A.Changing positive attitudes and beliefs
B. Changing
negative attitudes and beliefs
C. Changing customer’s perceptions
D. Projecting a service attitude
E. Dealing with irate customers
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
18.
Which term best describes a buyer’s distinguishing character
traits, attitudes, and habits?
A.real self
B. self-concept
C. self-image
D. personality
E. ideal self
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
19.
Which of the following statements describes a “feeler”
personality style?
A.Samuel tends to be very precise with work.
B. Sarah tends to be detail oriented.
C. Mike likes to get involved in policymaking.
D. Susan and Marc are action oriented.
E. Carlos
is people oriented.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
20.
Which of the following groupings represents Jung’s human
awareness characteristics?
A.self-awareness and emotional intelligence
B. thinking,
intuiting, feeling, and sensing
C. thinking, sensing, and intuiting
D. self-awareness, thinking, sensing, and rationalizing
E. None of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
21.
Jonathan often is rigid, impractical, and a poor listener.
According to the text, which personality style fits Jonathan best?
A.senser
B. instigator
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
22.
Jo, a purchasing agent is neatly dressed and very precise. As
the salesperson begins his presentation, she asks him for the details of how he
arrived at his projected sales figures. Which personality type do you believe
best describes Jo?
A.senser
B. instigator
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
23.
This personality type places high value on innovation, concepts,
theory, and long-range thinking. When closing the sale, it is important for the
salesperson to stress time limitations on acting. What personality type best
fits this narrative?
A.senser
B. instigator
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
24.
The purchasing agent the salesperson is calling on, seems to be
a very knowledgeable, future-oriented person, but is a poor listener and at
times seems completely out of touch with the sales presentation being given.
Which of the following personality styles best describes this purchasing agent?
A.senser
B. instigator
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
25.
Lauren’s personality type strength is her spontaneity,
persuasive powers, and loyalty. Which of the personality types would best
describe Lauren?
A.senser
B. perceiver
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
26.
Robin, a sales agent is about to make a presentation to William,
a purchaser for a major car dealership. In preparing her presentation, Robin decides
to include information relating to how the new line of cars will impact the
dealership’s sales force. What conclusion do you believe Robin has made about
William’s personality type?
A.He is a senser
B. He is a self-motivator
C. He is rational
D. He
is a feeler
E. He is a thinker
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
27.
Imagine you sell envelopes, and you have just made a sales call
on Mr. Pressley. You find his desk is a total mess. Mr. Pressley is working
with his tie loose and seems very action oriented and assertive. What
conclusion would you make about Mr. Pressley’s personality type?
A.senser
B. instigator
C. intuitor
D. feeler
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
28.
Imagine you are a textbook salesperson, and you know your
prospect places high value on action. The key point is for you to be brief and
to the point. In fact, you decide to use mostly graphs and diagrams in your
presentation to help your prospect visualize your presentation. Which type of
personality type likely describes this prospect?
A.feeler
B. instigator
C. intuitor
D. senser
E. thinker
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
29.
According to the text, the steps of the buying decision process,
in their correct order, are:
A.need arousal, collection of information, alternative selection, purchase
decision, post-purchase evaluation
B. need arousal, alternative determination, information gathering,
purchase decision, purchase evaluation
C. need
arousal, collection of information, information evaluation, purchase decision,
post-purchase behaviour
D. need arousal, information collection, purchase, purchase evaluation,
repurchase
E. need arousal, purchase, purchase evaluation, post-purchase behaviour,
repurchase
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
30.
In which phase of the buying decision process does a buyer rate
his or her preferences among products he or she is considering buying?
A.need arousal
B. information collection
C. information
evaluation
D. purchase evaluation
E. alternative selection
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
31.
Which of the following choice(s) is (are) paramount information
to a salesperson in helping him/her effectively close a sale?
A.What product attributes are important in the buying decision—price, quality,
service
B. What are the most important attributes
C. What are the prospect’s attitudes toward your product and your
competitors’ products
D. What level of satisfaction is expected from buying the product
E. All
of these choices are correct.
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
32.
During a sales presentation, you, as the salesperson, must be
prepared to correct a negative impression the prospect may have about a
product. What must you be prepared to do?
A.Alter the importance of the attributes—make quality and service more
important than price.
B. Bring out unnoticed attributes of your products.
C. Alter the buyer’s beliefs about your product(s) and/or your
competitors’ products.
D. Change the person’s search for the “ideal” product into a more
“realistic” product.
E. All
of these choices are correct.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
33.
Mr. Kwong has made a decision to buy a state of the art
widescreen television. Which of the following circumstances may make Mr. Kwong
change his mind?
A.the attitude(s) of others
B. the perceived risk of buying the product
C. uncontrollable factors, such as inadequate financing
D. after Mr. Kwong agrees to by the television, the sales person continues
to demonstrate the benefits associated with Mr. Kwong’s choice
E. all
of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
34.
Raj is excited. His prospect has just said “Yes,” and signed the
paperwork on what has now become the biggest sale Raj has made in his short
two-year selling career. He is obviously happy as he sits across the desk from
his newest customer. What should Raj do now?
A.Discuss the buyer’s expectations concerning a delivery schedule of the
product.
B. Stop
talking about the product ordered, pack his briefcase, and leave his customer’s
office.
C. Invite the prospect out for a meal.
D. Discuss his company’s payment expectations.
E. Discuss the buyer’s expectations for the product.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
35.
Beth recently bought a new bread-making machine. She had high
expectations for the new machine, and paid “top dollar” to get the accessories
on her machine that she considered important. After owning the machine for two
weeks, she feels she has received even more benefits from the purchase of this
bread maker than she expected. Which term best describes Beth’s feelings toward
the purchase of this bread-making machine?
A.pre-purchase behaviour
B. purchase
satisfaction
C. dissatisfaction
D. dissonance
E. pre-purchase evaluation
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
36.
Paula is questioning how wise it was for her to have purchased
such a complex software system for her business. She is actually thinking about
returning it. Which of the following terms describes Paula’s post-purchase
feelings?
A.Post-purchase evaluation
B. Dissatisfaction
C. Cognitive
dissonance
D. Satisfaction
E. Purchase evaluation
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
37.
What is likely to happen if a salesperson shows a customer how
to properly use a product and makes realistic claims about the product?
A.reduction in satisfaction
B. lowering
of the buyer’s level of dissonance
C. increase in dissatisfaction
D. reduction in routine decision making
E. all of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
38.
When a consumer gives little thought or time to the purchase of
a product she is in the habit of buying, she is making what kind of buying
decision?
A.routine
B. limited
C. extensive
D. high-involvement
E. preconscious
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-06
Identify the factors that influence buying decisions.
39.
Anthony always orders the same kind of pasta at his favoured
Italian restaurant. Tonight, he walks into the restaurant and almost by
instinct orders the same pasta dish. What kind of buying decision is Anthony
likely making, according to the text?
A.routine
B. instinctual
C. automatic
D. preconscious
E. habit formed
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-06
Identify the factors that influence buying decisions.
40.
According to the text which of the following is identified as a
decision classification?
A.unconscious
B. limited
C. unlimited
D. elaborate
E. ego-based
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-06
Identify the factors that influence buying decisions.
41.
Joe is familiar with a particular brand of motorcycle; however,
he is not completely aware of all the features associated with this particular
brand of motorcycle. What kind of buying decision would best fit this scenario?
A.routine
B. unconscious
C. extensive
D. perceptual
E. limited
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-06
Identify the factors that influence buying decisions.
42.
Extensive buying decisions usually have which of the following
characteristics?
A.the buying decision is difficult to make
B. the buyer believes there is more at stake relative to other buying
decisions
C. the buyer may become frustrated or confused during the decision-making
process
D. the buyer is highly involved in the buying decision
E. all
of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-06
Identify the factors that influence buying decisions.
43.
Salespeople help their prospects make the choice to buy or not
buy a product. What must salespeople understand in order to help the customer
make the correct choice?
A.the
various factors that can influence a buyer’s decision
B. how to encourage customers to experience purchase dissonance
C. the material taught in advanced psychology classes
D. all that is involved in the psychological processes a buyer goes
through in making a purchase decision
E. all of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
44.
Which of the following statements should you never use when
dealing with an “Amiable” style buyer?
A.”One of our current customers loves our products.”
B. “Don’t
take it personally.”
C. “Let me tell you about the last time I used this product.”
D. “I feel you will find this product will meet all your expectations.”
E. “As always, it is great to see you again.”
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
45.
Charles tends to react by “checking his gut” versus facts when
approaching particular sales related situations. What classification would best
fit Charles?
A.Irrational
B. Drivers
C. Amiables
D. Analyticals
E. Expressives
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
46.
Negotiating in a manner which builds trust is most effective
with which style of customer?
A.Friendlies
B. Analyticals
C. Drivers
D. Amiables
E. Expressives
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
47.
Buyers that are primarily results oriented and focused primarily
on the bottom line are likely to be associated with which style?
A.Mean spirited
B. Drivers
C. Amiables
D. Analyticals
E. Anti-Social
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
48.
Self-confidence, assertiveness, and potential aggressiveness are
common traits associated with which style?
A.Analyticals
B. Complainers
C. Drivers
D. Amiables
E. Expressives
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
49.
A fellow salesperson asks you for advice on how to present to
customers that have a “Driver’s” style. What would you tell your colleague?
A.Be prepared.
B. Stay focussed on the business at hand.
C. Show confidence.
D. Be prepared for ruthlessness in negotiations.
E. All
of these choices are correct.
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
50.
These customers are typically described as cautious, reserved,
methodical, and have a strong need for facts and figures. Which of the
following styles fits these types of customers?
A.Analyticals
B. Thinkers
C. Expressives
D. Drivers
E. Amiables
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
51.
Francois, is about to meet Kevin a buyer he believes will react
well to his attempts to build rapport by being prepared and, by keeping their
discussions factual and business related. Based on this short narrative, what
is Francois’ understanding of Kevin’s negotiation style?
A.Expressives
B. Drivers
C. Analyticals
D. Amiables
E. Know-it-alls
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
52.
Brad tells Ricardo that only a “privileged few will have the
honour of purchasing such an expensive and rare automobile, and his friends
will be impressed.” What kind of assessment is Brad making about Ricardo’s
style?
A.Ricardo is Amiable
B. Ricardo
is Expressive
C. Ricardo is Rational
D. Ricardo is Analytical
E. Ricardo is Condescending
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
53.
This kind of buyer cares very much about perceptions, status,
and approval. They are impulsive, colourful, and egocentric. What style fits
this description?
A.Show-offs
B. Analyticals
C. Amiables
D. Expressives
E. Drivers
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
54.
Dorothy scheduled an important meeting with a potentially big
buyer and is worried about how to determine the buyer’s social style. What
advice would you provide Dorothy?
A.Use her head
B. Use her eyes
C. Use her ears
D. Use her mouth!
E. All
of these choices are correct
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
55.
A mother looking to purchase a car for her daughter, approaches
a salesperson looking for help. From the list below, what information should
the salesperson NOT worry about attaining?
A.The role the mother will play in the process
B. Will
they buy today?
C. Will the mother influence the purchase?
D. Who will use the car?
E. Who will make the final decision?
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
56.
Which of the following best describes the notion of perception?
A.sees, hears, and remembers information
B. hears, distorts, and confuses information
C. selects,
organizes, and interprets information
D. filters information
E. filters and remember information
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
57.
Which of the following is NOT described in the text as a Social
Style?
A.amiables
B. expressives
C. analyticals
D. approachables
E. drivers
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
58.
According to the text, “Gatekeepers” in organizations typically
have which of the following characteristics?
A.Control
over information flow
B. Control over financial decisions
C. Control over information storage
D. Control over routine or immaterial expenses
E. Control over sales strategies
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-08
Explain the different types of business-to-business buying decisions.
Learning Objective: 03-09
Explain the role of the buying centre in B2B buying.
59.
Large organizations often have complex buying decision processes
and buying centres of influence? Which of the following would you NOT identify
as a typical role played in a buying centre?
A.buyers
B. influencers
C. importers
D. deciders
E. users
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-08
Explain the different types of business-to-business buying decisions.
Learning Objective: 03-09
Explain the role of the buying centre in B2B buying.
True / False Questions
60.
In the stimulus-response model of consumer behaviour,
information about why consumers do or do not buy is hidden in the black box.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
61.
The stimulus-response model of buyer behaviour assumes a
prospect will respond in some unpredictable manner to a sales presentation.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
62.
Wants are usually classified as discretionary.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
63.
People’s wants result from a lack of a basic requirement for
human life.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
64.
Elizabeth purchased a Toyota Camry because it is good value,
offering Elizabeth the most satisfaction for the money. This is an example of
Elizabeth meeting an economic need.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
65.
People with strong economic needs will consider only price in a
purchase situation.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
66.
Buyers are NOT always fully aware of their needs.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-01
Explain the role of needs analysis in selling.
67.
A low level of need awareness enables the salesperson to focus
on the most appropriate product for the buyer’s situation.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
68.
Buyers with limited needs awareness think they know what product
they should buy. It is the role of an effective salesperson to uncover true
needs.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-01
Explain the role of needs analysis in selling.
Learning Objective: 03-05
Describe how buyers move through a decision making process when buying.
69.
Reference groups do NOT directly impact a person’s buying
decision.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
70.
Katarina puts on an expensive watch and is trying to decide if
she should buy it. Suddenly, she begins to wonder if her friends will like it.
Her friends in this case are one of her reference groups.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
71.
Regardless of who they’re speaking with, salespeople should
assume that this person is capable of making the purchase right then and there.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
72.
Susan is taking a sales trip to Singapore to potentially acquire
a large retail customer. Given that English is widely spoken in Singapore and
the fact her host knows she is from Canada, learning about the local culture
will be of little value.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
73.
Selective distortion occurs when information received is NOT
congruent with a person’s beliefs and attitudes.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
74.
A person’s attitude is developed through experience.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
75.
Having a strong social media presence is a necessary but NOT a
sufficient condition in fostering a good corporate image.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer behaviour.
76.
A Senser personality style tends to be action oriented.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-03
Explain how buyers’ personality and social style contribute to their buying
behaviour.
77.
The major challenge facing sales people is to remain true to
his/her personality style, while facing a buyer with a different personality
style.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
78.
One way for a salesperson to overcome a buyer’s selective
exposure mechanisms is to give a sales presentation which appeals to all five
of the buyer’s senses.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 03-02
Recognize the importance of determining the factors that influence buyer
behaviour.
79.
It is easy to make a sales appointment with “Amiables,” but be
warned they are a hard group to close business with.
TRUE
Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
80.
To boast his image, Jon decides to buy an expensive sports car.
Jon is most likely characterized as an Amiable.
FALSE
Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 03-04
Describe how to adapt to different types of business buyers.
81.
According to the text, perceptions and attitudes are learned.
TRUE
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