Question 1

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

Accepted Answer

A) True 
 B)False

Question 2

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Accepted Answer

The answer of Companies provide extensive ______________to be sure they...

Question 3

Knowledge tools salespeople must have to explain their firm's promotional programs are referred to as ___________knowledge.

Accepted Answer

The answer of Knowledge tools salespeople must have to explain...

Question 4

Reliability is an important component of trust.

Accepted Answer

A) True 
 B)False

Question 5

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Accepted Answer

The answer of ____________refers to a state of being completely...

Question 6

Salespeople need only be concerned with knowing their customers, and not the market in which their customers operate.

Accepted Answer

A) True 
 B)False

Question 7

Ethics refers to:

Accepted Answer

A)  Correct behavior. 
B)  Right and wrong conduct of individuals and institutions of which they are a part. 
C)  Moral conduct as determined by the government and society. 
D)  Laws governing society. 
E)  All of the above are correct. 
A)  Correct behavior. 
B)  Right and wrong conduct of individuals and institutions of which they are a part. 
C)  Moral conduct as determined by the government and society. 
D)  Laws governing society. 
E)  All of the above are correct.

Question 8

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

Accepted Answer

A)  Newspapers 
B)  World Wide Web 
C)  Trade magazines 
D)  Trade associations 
E)  All of the above are potential resources 
A)  Newspapers 
B)  World Wide Web 
C)  Trade magazines 
D)  Trade associations 
E)  All of the above are potential resources

Question 9

What does the acronym SMEI stand for?

Accepted Answer

A)  Sales and Marketing Executives International 
B)  Senior Marketing Executives International 
C)  Self-Made Entrepreneurs International 
D)  Sales and Marketing Era Industry 
E)  None of the above 
A)  Sales and Marketing Executives International 
B)  Senior Marketing Executives International 
C)  Self-Made Entrepreneurs International 
D)  Sales and Marketing Era Industry 
E)  None of the above

Question 10

Suppose you were just hired as a salesperson and are preparing for training.Which of the following is not one of the more common topics covered during initial sales training programs?

Accepted Answer

A)  Recruiting 
B)  Company history 
C)  Selling techniques 
D)  Industry history 
E)  Enhancing relationships 
A)  Recruiting 
B)  Company history 
C)  Selling techniques 
D)  Industry history 
E)  Enhancing relationships

Question 11

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Accepted Answer

A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above. 
A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above.

Question 12

Expertise is unimportant to a salesperson's ability to be perceived as competent.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following are considered unethical behavior?

Accepted Answer

A)  Exaggerating product benefits 
B)  Withholding relevant information from the customer 
C)  Providing answers to questions to which they do not know the answer 
D)  Both b and c 
E)  All of the above 
A)  Exaggerating product benefits 
B)  Withholding relevant information from the customer 
C)  Providing answers to questions to which they do not know the answer 
D)  Both b and c 
E)  All of the above

Question 14

Steve is a new salesperson for XYZ Computer Co.and is responsible for business-to-business sales.Transferring from the engineering staff, Steve knows better than any other salesperson the technical specifications and performance statistics of the computers he sells.Unfortunately, Steve is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis.Steve needs to work on his ____ knowledge.

Accepted Answer

A)  Product 
B)  Competitor 
C)  Technical 
D)  Market and Customer 
E)  Company 
A)  Product 
B)  Competitor 
C)  Technical 
D)  Market and Customer 
E)  Company

Question 15

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

Accepted Answer

The answer of The ability, knowledge, and resources to meet...

Question 16

The extent of the buyer's confidence that he or she can rely on the salesperson's integrity is called_________.

Accepted Answer

The answer of The extent of the buyer's confidence that...

Question 17

Technology is providing faster and more efficient ways for salespeople to communicate with their customers.With respect to communication with their customers, whenever possible, salespeople should:

Accepted Answer

A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction. 
A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction.

Question 18

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

Accepted Answer

A)  Competent 
B)  Likeable 
C)  Candid 
D)  Dependable 
E)  All of the above 
A)  Competent 
B)  Likeable 
C)  Candid 
D)  Dependable 
E)  All of the above

Question 19

In order for salespeople to fine-tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Accepted Answer

A)  Industry 
B)  Competition 
C)  Technology 
D)  Product (including service and price) 
E)  Technical 
A)  Industry 
B)  Competition 
C)  Technology 
D)  Product (including service and price) 
E)  Technical

Question 20

Honesty of the spoken word is called ____________, one of the components of trust.

Accepted Answer

The answer of Honesty of the spoken word is called...

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Knowledge tools salespeople must have to explain their firm's promotional programs are referred to as ___________knowledge.

Reliability is an important component of trust.

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Salespeople need only be concerned with knowing their customers, and not the market in which their customers operate.

Ethics refers to:

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

What does the acronym SMEI stand for?

Suppose you were just hired as a salesperson and are preparing for training.Which of the following is not one of the more common topics covered during initial sales training programs?

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Expertise is unimportant to a salesperson's ability to be perceived as competent.

Which of the following are considered unethical behavior?

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

The extent of the buyer's confidence that he or she can rely on the salesperson's integrity is called_________.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers.With respect to communication with their customers, whenever possible, salespeople should:

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

In order for salespeople to fine-tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Honesty of the spoken word is called ____________, one of the components of trust.

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters

Exam 2: Building Trust and Sales Ethics

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Knowledge tools salespeople must have to explain their firm's promotional programs are referred to as ___________knowledge.

Reliability is an important component of trust.

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Salespeople need only be concerned with knowing their customers, and not the market in which their customers operate.

Ethics refers to:

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

What does the acronym SMEI stand for?

Suppose you were just hired as a salesperson and are preparing for training.Which of the following is not one of the more common topics covered during initial sales training programs?

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Expertise is unimportant to a salesperson's ability to be perceived as competent.

Which of the following are considered unethical behavior?

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

The extent of the buyer's confidence that he or she can rely on the salesperson's integrity is called_________.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers.With respect to communication with their customers, whenever possible, salespeople should:

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

In order for salespeople to fine-tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Honesty of the spoken word is called ____________, one of the components of trust.

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters