Chapter 05 Sales Knowledge: Customers, Products, Technologies

 

Complete Chapter Questions With Answers

 

Sample Questions Are Posted Below

 

True / False Questions

1. According to the Golden Rule of Personal Selling, most customers do not care how much a salesperson knows about a product until the salesperson shows honesty and caring.

Answer: True

Learning Objective: 05-01

Topic: The Golden Rule: Knowledge

Blooms: Understand

AACSB: Ethics

Level of Difficulty: Medium

Explanation: Placing the customer’s welfare before one’s own welfare is key to having a successful sales career according to the Golden Rule of Personal Selling. It is important to remember that people do not care how much you know until they know how much you care.

 

2. According to the text, salespeople who are product experts develop ethical, long-term relationships with customers.
   Answer: False

Learning Objective: 05-01

Topic: The Golden Rule: Knowledge

Blooms: Remember

AACSB: Ethics

Level of Difficulty: Easy

Explanation: It is important to remember that people do not care how much you know until they know how much you care. Ethical service builds customer relationships and is based on the truth.

 

3. Sales training is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related skills and knowledge that improve sales success.

Answer: True

Learning Objective: 05-01

Topic: Sources of Sales Knowledge

Blooms: Understand

AACSB:

Level of Difficulty: Medium

Explanation: Sales training is the effort an employer puts forth to provide the opportunity for the salesperson to receive job-related culture, skills, knowledge, and attitudes that result in improved performance in the selling environment. Successful companies thoroughly train new salespeople and maintain ongoing training programs for their experienced sales personnel.

 

4. Knowledge of selling is gained only through the company’s formal training program.
   Answer: False

Learning Objective: 05-01

Topic: Sources of Sales Knowledge

Blooms: Remember

AACSB:

Level of Difficulty: Easy

Explanation: Like many professional careers, selling is a skill that is truly developed only through experience. Sales knowledge obtained through education, reading, formalized sales training, and word-of-mouth is helpful in enhancing overall sales ability, but actual experience is the critical source of sales knowledge.

 

5. Prospects want to do business with salespeople who know their business and the products they sell.
   Answer: True

Learning Objective: 05-01

Topic: Knowledge Builds Relationships

Blooms: Remember

AACSB:

Level of Difficulty: Easy

Explanation: Prospects and customers want to do business with salespeople who know their business and the products they sell. When a prospect has confidence in the salesperson’s expertise, a sales presentation becomes more acceptable and believable to the prospect.