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TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 1)


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


1)


_______

2)


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


2)


_______

3)


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


3)


_______

4)


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


4)


_______

5)


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


5)


_______

6)


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


6)


_______

7)


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


7)


_______

8)


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


8)


_______

9)


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


9)


_______

10)


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


10)


______

11)


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


11)


______

12)


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


12)


______

13)


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


13)


______

14)


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


14)


______

15)


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


15)


______

16)


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


16)


______

17)


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


17)


______

18)


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


18)


______

19)


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


19)


______

20)


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


20)


______

21)


The statement, Entrepreneur = Salesperson is:


21)


______

22)


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


22)


______

23)


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


23)


______

24)


Trade selling refers to selling to another distribution channel member.


24)


______

25)


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


25)


______

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.

26)


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


26)


______ A)


salespeople earn significantly higher incomes than most other workers in the business community. B)


there are no relevant studies that link income and the salesperson. C)


salespeople earn slightly less than other workers in the business community. D)


salespeople earn significantly lower incomes than other workers in the business community. E)


salespeople earn about the same income as other persons in the business community.

27)


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


27)


______ A)


salespeople generally have lower incomes B)


salespeople receive a minimal amount of psychic income C)


salespeople have limited opportunities for advancement D)


salespeople generally do not have good job security E)


salespeople have numerous opportunities to advance to middle-management ranks

28)


In sales, CSR stands for:


28)


______ A)


Customer Service Representative. B)


Competitor Status Rating. C)


Competitor Service Representative. D)


Computer Sales Representative. E)


Customer Satisfaction Representative.

29)


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


29)


______ A)


field salesperson. B)


detail salesperson. C)


inside salesperson. D)


sales engineer. E)


rack jobber.

30)


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


30)


______ A)


Sales careers can provide above-average psychic income. B)


Our labour force is made up of hundreds of different selling careers. 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)


The skills and knowledge needed to achieve success in the various selling careers vary greatly.

31)


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


31)


______ A)


Salespeople earn higher income than most other workers in the business community. B)


Senior sales representatives represent the highest paid category of sales personnel. C)


Intermediate salespeople earn only slightly more than entry level salespeople. D)


The amount earned by salespeople is clearly tied to their selling skills and amount of effort put forth. E)


There are many types of compensation in sales - base salary, bonus etc.

32)


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


32)


______ A)


imagining just how great it will be to make $55 000 per year B)


high commissions due to successful "intuitive" selling C)


the opportunity to be a member of the sales team D)


job recognition afforded sales personnel E)


satisfaction of being on a commission payment plan

33)


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


33)


______ A)


minority women are finding it difficult to enter the sales profession B)


they have surpassed men in number employed in the field C)


in most selling fields, gender continues to be a barrier to success D)


they are seldom recruited into traditionally male-dominated areas such as insurance E)


many women are turning to sales employment because it offers excellent economic rewards and, in many cases, a flexible work schedule

34)


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:


34)


______ A)


sales engineer. B)


inside salesperson. C)


outside salesperson. D)


missionary salesperson. E)


detail salesperson.

35)


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


35)


______ A)


missionary salesperson. B)


an order taker. C)


customer service representative. D)


sales assistant. E)


none of the above

36)


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


36)


______ A)


personal selling is common only in larger banks B)


with all of the bank mergers, personal selling is losing priority C)


for many banks, personal selling is one of their key promotion strategies D)


personal selling is not a common practice in banking E)


personal selling will likely become less common in banking in the future

37)


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


37)


______ A)


personnel officer. B)


marketing researcher. C)


bank management trainee. D)


account representative. E)


retail store manager.

38)


Rhonda chose to work as a sales representative because:


38)


______ A)


It is an easy profession to learn. B)


she is not very motivated. C)


she likes the opportunities for promotion. D)


it does not require much skills or training. E)


she likes to party.

39)


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


39)


______ A)


it is fashionable to give big job titles these days. B)


"sales person" has a negative connotation. C)


"sales person" refers to order takers. D)


"sales person" is a specific job. E)


selling is more than just completing a sales transaction.

40)


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


40)


______ A)


motivation to become an entrepreneur. B)


motivation to earn more company sponsored trips. C)


motivation to earn more money. D)


motivation to earn more vacation time. E)


motivation to achieve higher levels of performance.

41)


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


41)


______ A)


optimistic outlook. B)


sparkling personality. C)


above average performance. D)


readiness to take on new challenges. E)


high visibility.

42)


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


42)


______ A)


he was having a mid-life crisis B)


he wanted a different challenge C)


he was tired of being a civil servant D)


he believed there was more security in a sales position E)


he wanted the opportunity to earn a higher than average income

43)


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:


43)


______ A)


businesses are finding that gender is not a barrier to success in selling. B)


there were additional training grants available to companies that hired women. C)


more of the buyers are women, so management decided to balance its sales force. D)


with employment laws changing, management decided they had better hire more women. E)


management liked her performance so much they hired more women.

44)


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


44)


______ A)


better understand audience needs. B)


conduct marketing research. C)


to be more marketing oriented. D)


improve their ratings. E)


call on current and potential advertisers to get more advertising revenue.

45)


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


45)


______ A)


had experience in the accounting department. B)


had sales experience. C)


had a very nurturing demeanor. D)


had worked in the warehouse. E)


had graduated from college.

46)


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


46)


______ A)


data processing equipment. B)


banking services. C)


insurance. D)


accounting services. E)


legal services.

47)


Barb 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:


47)


______ A)


a tangible product. B)


an industrial good. C)


an intangible product. D)


a hybrid product. E)


a consumer good.

48)


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


48)


______ A)


data processing equipment B)


employment services C)


stock brokering D)


computer software E)


banking

49)


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


49)


______ A)


financial planning. B)


computer sales. C)


furniture. D)


rubber boots. E)


plastic pails.

50)


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


50)


______ A)


they operate in Canada B)


they hire minorities C)


they sell a service D)


they are small businesses E)


they employ sales people

51)


An entrepreneur would need selling skills in the following situation:


51)


______ A)


developing an appropriate price strategy. B)


identifying her target market. C)


developing an integrated marketing communications plan. D)


approaching the bank to arrange financing for her business. E)


developing a product.

52)


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:


52)


______ A)


hours of operation. B)


personnel decisions. C)


gathering and interpreting market information. D)


marketing planning. E)


financing options.

53)


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:


53)


______ A)


companies want new ways of creating barriers to entry to their lucrative selling positions. B)


we are left wondering since we know that salespeople are born, not trained. C)


the business community wishes more selling skills among employees. D)


sales positions are growing so quickly that demand is outstripping supply. E)


as new fields of study emerge, it is natural that training will become available in them.

54)


A characteristic of sales jobs is that they are:


54)


______ A)


highly visible. B)


very stressful. C)


very unethical. D)


highly deceitful. E)


highly unskilled.

55)


Sales skills are important in managerial positions in order to:


55)


______ A)


understand customer needs better. B)


hire secretaries. C)


hire computer programmers. D)


conduct competitor analysis. E)


develop the marketing strategy.

56)


The primary goal of a detail salesperson is to:


56)


______ A)


tie up the loose ends in the sales process. B)


get new orders. C)


provide technical expertise in selling. D)


develop goodwill. E)


supervise junior salespeople.

57)


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


57)


______ A)


high staff turnovers. B)


government regulations. C)


on-line retailers. D)


lack of knowledgeable salespeople. E)


demanding customers.

58)


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


58)


______ A)


transferability of selling skills. B)


a push to improve their image. C)


increased competition. D)


need for creative people. E)


high staff turnover.

59)


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


59)


______ A)


many customers enquire on the phone. B)


everyone has a cell phone. C)


it is a cost effective way of contacting potential new customers or customers in distant areas. D)


it reduces reliance on personal selling. E)


appearance of salespeople becomes an unimportant issue.

60)


Entrepreneurs can gain from selling skills because:


60)


______ A)


they need to sell their business plan to investors. B)


selling is marketing. C)


products are becoming more complex and professional selling skills are needed to sell them. D)


customer needs are very diverse. E)


they need to know how to promote their product.

61)


Another name for inside salespeople is:


61)


______ A)


missionary salespeople. B)


customer service reps. C)


telemarketers. D)


marketing representatives. E)


detailers.

62)


The occupation which provides greater job security during slow business periods would be:


62)


______ A)


airline pilots. B)


financial management. C)


computer programming. D)


research and development. E)


personal selling.

63)


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


63)


______ A)


they have to sell their ideas in a persuasive manner and sell their cause. B)


they may move on to another career. C)


they have to set a good example to their junior staff by taking sales training. D)


selling skills are necessary to develop good marketing strategy. E)


selling skills are transferable.

64)


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


64)


______ A)


they are part of the new economy. B)


they make over $60,000 dollars a year. C)


they require good communication skills to be successful. D)


they require above average IQ. E)


they require a university degree.

65)


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


65)


______ A)


these professional services are being out-sourced to other countries. B)


the demand for their services is declining, because clients are turning to the numerous self-help books and softwares available in the market.

C)


the clients are more aware of consumer rights and are demanding better treatment from professional services providers.

D)


the clients are becoming more cost-conscious, and there is an increase in competition in the professional services industry.

E)


it is being mandated by their professional governing bodies.

66)


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


66)


______ A)


increased relationship aspects of the duties. B)


increased knowledge aspects of the duties. C)


increased consulting aspect of the duties. D)


increased technical aspects of the duties. E)


increased professional aspects of the duties.

67)


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


67)


______ A)


they require technical skills. B)


these are high stress jobs. C)


there is a shortage of salespeople with these skills in the information age. D)


they add value to a sale through superior communication skills and knowledge. E)


the compensation structure for this type of sales is based on commission.

68)


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


68)


______ A)


psychological B)


personal C)


physical D)


moral E)


social

69)


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


69)


______ A)


financial rewards. B)


higher self-esteem. C)


personal rewards. D)


social approval. E)


psychological rewards.

70)


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:


70)


______ A)


detailer B)


inside salesperson. C)


order getter. D)


order taker. E)


outside salesperson.

71)


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


71)


______ A)


channel captains. B)


channels of distribution. C)


EDI. D)


logistic agents. E)


physical distribution.

72)


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


72)


______ A)


inside, outside and missionary salespeople. B)


inside, outside and professional salespeople. C)


inside, outside and telemarketing salespeople. D)


detailers, missionary salespeople and order takers. E)


inside, outside and gatekeeper salespeople.

73)


A detail salesperson's primary role is to:


73)


______ A)


ensure the contracts are properly drawn after the negotiations stage of the selling process. B)


use persuasive selling tactics to close the sale. C)


overcome objections during the negotiations phase. D)


generate goodwill and stimulate demand. E)


provide technical expertise in team sales.

74)


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


74)


______ A)


there is no difference between them. B)


inside salesperson's main role is to generate customer goodwill. C)


the outside salesperson interacts with potential customers on a face-to-face basis. D)


they handle new accounts. E)


the amount of financial compensation the outside salesperson gets.

75)


The growth and popularity of sales training programs indicates that:


75)


______ A)


selling skills is not just an art but also a science. B)


selling skills is a science. C)


there is a government initiative to formalize the sales profession. D)


customers are demanding more educated salespeople. E)


selling skills is an art.

MATCHING. Choose the item in column 2 that best matches each item in column 1. Match the following.

76)


Selling newspaper advertising


A)


retailing


76)


______


77)


Major companies selling insurance and financial products such as Clarica, Sun Life, and London Life


B)


service selling


77)


______ C)


real estate 78)


The growing number of seminars, conferences, and business meetings create new sales positions in this career

setting


78)


______

79)


In this employment setting, you might see such diverse products as personal computers, major appliances, and fashion apparel


79)


______

80)


Sales in this employment setting include assisting consumers in making the largest single expenditure of their lifetime


80)


______

81)


On-line selling is a major competition to this sector


81)


______

82)


People who purchase advertising come into contact with salespeople in this industry


A)


face-to-face selling


82)


______ B)


retailing 83)


In this employment setting, detail salespeople develop

goodwil

l and stimulate demand


C)


channel of distribution


83)


______ D)


physical distribution 84)


Selling exotic foreign automobiles


E)


84)


______


salesperson 85)


Melinda is a Real Estate Agent. She works in this sector


F)


85)


______ leader


G)


86)


An entrepreneur also needs to be a good


Certification program


86)


______ H)


monetary income 87)


Flow of goods from manufacturer to end user is called


I)


87)


______ manufacturing


J)


88)


Receiving verbal praise from your supervisor contributes to


Corporate training program


88)


______ K)


psychic income 89)


Outside salespeople do


L)


89)


______


service selling 90)


Canadian Professional Sales Association (CPSA) is a


90)


______

SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.

91)


________ income helps satisfy our need for recognition and security.


91)


_____________

92)


A ________ salesperson works for a manufacturer and usually handles well-established products which require a minimum of technical knowledge.


92)


_____________

93)


The ________ salesperson is usually not compensated on the basis of the orders obtained, but receives recognition for indirectly increasing sales.


93)


_____________

94)


The convention center sales managers, investment securities broker, and real estate salesperson all have one thing in common. They sell a ________.


94)


_____________

95)


Such ________ products as microcomputers, furniture, and recreational vehicles require a high degree of personal selling.


95)


_____________

96)


List and briefly describe the four sources of sales training.


96)


_____________

97)


What factors can make a sales career a very rewarding career choice?


97)


_____________

98)


Explain how salespeople add value in a buying-selling relationship.


98)


_____________

99)


Women have important contribution to make in the sales field. Why?


99)


_____________

100)


Explain why personal selling skills are necessary for knowledge workers such as management personnel, professionals, entrepreneurs and customer service representatives.


100)


____________


1)


FALSE 2)


FALSE 3)


TRUE 4)


FALSE 5)


FALSE 6)


TRUE 7)


TRUE 8)


TRUE 9)


TRUE 10)


FALSE 11)


TRUE 12)


FALSE 13)


TRUE 14)


FALSE 15)


TRUE 16)


FALSE 17)


TRUE 18)


TRUE 19)


TRUE 20)


FALSE 21)


TRUE 22)


FALSE 23)


TRUE 24)


TRUE 25)


TRUE 26)


A 27)


E 28)


A 29)


E 30)


D 31)


C 32)


D 33)


E 34)


E 35)


C 36)


C 37)


D 38)


C 39)


E 40)


E 41)


E 42)


D 43)


A 44)


E 45)


B 46)


A 47)


A 48)


A 49)


A 50)


C 51)


D 52)


C 53)


C 54)


A 55)


A 56)


D 57)


C 58)


C 59)


C 60)


A 61)


C 62)


E 63)


A 64)


C 65)


D 66)


A 67)


D 68)


A 69)


E 70)


B 71)


B 72)


A 73)


D 74)


C 75)


A

76)


B 77)


B 78)


B 79)


A 80)


C 81)


A 82)


L 83)


I 84)


B 85)


L 86)


E 87)


C 88)


K 89)


A 90)


G 91)


Psychic 92)


field 93)


detail 94)


service 95)


retail 96)


a. corporate-sponsored trainingb. training provided by commercial vendorsc. certification studies (professional associations)d. college and university courses

97)


a. It offers high psychic income.b. It offers opportunity for advancement.c. It offers the potential to earn above average income.d. It provides transferable work skills.

98)


They collect, organize, clarify, interpret and present information to customers who can then make educated buying decisions.

99)


a. Women tend to be more flexible, multi-taskers and comfortable sharing power and information. These attributes are effective in today's fast-changing, service-oriented, entrepreneurial work environment.b. Women tend to be more people oriented, a skill necessary to build and maintain long-term relationships.c. With the shifting demographics, a diverse workforce can provide easier access to a diverse clientele.

100)


a. Management personnel: are often involved in "executive selling". They often accompany salespeople on sales calls and assist them with presentations.b. Professionals: need selling skills to bring in new business.c. Entrepreneurs: need to sell their ideas to investors and to grow their business.d. Customer Service Representatives: deal with phone orders, customer complaints and in general have contact with customers.

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