Test Bank For ABCs of Relationship Selling Through Service 6Th Canadian Edition By Charles M. Futrell

Description

Test Bank For ABCs of Relationship Selling Through Service 6Th Canadian Edition By Charles M. Futrell

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