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

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 reactionB. we cannot see into the buyer’s mindC. it’s like a black hole in space—things go in, and are never heard from againD. for every stimulus, there must be a responseE. there is a tendency on the part of prospects to not trust what they are told by salespeople

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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. personalityB. cultureC. attitudesD. learningE. values

Accessibility: Keyboard NavigationDifficulty: MediumLearning 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.

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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. beliefB. perceptionC. wantD. distortionE. opportunity

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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.

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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.

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7. Which of the following reasons would you classify as NOT being an emotional factor for purchasing a particular product?A. fearB. comfort or luxuryC. desire for gainD. need to save moneyE. self-preservation

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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.

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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 compensationB. helped Stuart identify what he really neededC. connected with Stuart at an emotional levelD. created little value for his customerE. changed Stuart’s emotional state

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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 groupB. reference groupC. management groupD. economic groupE. psycho-social group

Accessibility: Keyboard NavigationDifficulty: MediumLearning Objective: 03-02 Recognize the importance of determining the factors that influence buyer behaviour.