Question 1

Which of the following is not recognized as a trust builder?

Accepted Answer

A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  Each of the above is recognized as a trust builder 
A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  Each of the above is recognized as a trust builder

Question 2

Which of the following statements is most accurate with respect to sales and ethics?

Accepted Answer

A)  Ethics are universal; they're the same in every country. 
B)  Ethical standards for sales professionals are likely based on societies standards 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate. 
A)  Ethics are universal; they're the same in every country. 
B)  Ethical standards for sales professionals are likely based on societies standards 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate.

Question 3

Dependability is highly related to predictability.

Accepted Answer

A) True 
 B)False

Question 4

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers)advisers rather than salespeople.

Accepted Answer

A) True 
 B)False

Question 5

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Accepted Answer

A) True 
 B)False

Question 6

Ethical standards are based on society's standards..

Accepted Answer

A) True 
 B)False

Question 7

Trust and honesty mean the same thing.

Accepted Answer

A) True 
 B)False

Question 8

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

Accepted Answer

Candid (Ca

Question 9

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

Accepted Answer

A)  They are often responsible for negotiating price with their customers. 
B)  Then they can arbitrarily charge different customers different prices. 
C)  They can legally obligate the company to a quoted price. 
D)  Then they will be perceived as more dependable. 
E)  Both a and c are correct. 
A)  They are often responsible for negotiating price with their customers. 
B)  Then they can arbitrarily charge different customers different prices. 
C)  They can legally obligate the company to a quoted price. 
D)  Then they will be perceived as more dependable. 
E)  Both a and c are correct.

Question 10

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

Accepted Answer

A)  assertiveness 
B)  adaptability 
C)  competitor knowledge 
D)  trust 
E)  customer knowledge 
A)  assertiveness 
B)  adaptability 
C)  competitor knowledge 
D)  trust 
E)  customer knowledge

Question 11

A buyer asking/thinking the question "Will you recommend what is best for me (buyer)or what is best for you (salesperson)?" is addressing which component of trust?

Accepted Answer

A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility 
A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility

Question 12

A person's personal ethics may differ from the ethics of the company for which they work.

Accepted Answer

A) True 
 B)False

Question 13

In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:

Accepted Answer

A)  Trust the salesperson 
B)  Like the salesperson 
C)  Know the salesperson 
D)  Believe the salesperson is customer-oriented 
E)  Believe the salesperson is honest 
A)  Trust the salesperson 
B)  Like the salesperson 
C)  Know the salesperson 
D)  Believe the salesperson is customer-oriented 
E)  Believe the salesperson is honest

Question 14

By definition, salespeople who are honest are trustworthy.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

Accepted Answer

A)  Providing express warranties 
B)  Over-charging customers 
C)  Misrepresentation 
D)  Negligence 
E)  All of the above can create product liabilities for company 
A)  Providing express warranties 
B)  Over-charging customers 
C)  Misrepresentation 
D)  Negligence 
E)  All of the above can create product liabilities for company

Question 16

LaTasha is a purchasing agent for a large construction company.Jeff is a salesperson for a building materials company and has been calling unsuccessfully on LaTasha for several weeks.LaTasha likes Jeff and believes he is selling a good product.Unfortunately, she does not feel she can rely on him if she ever had a problem with one of the orders.Which of the following best reflects the underlying problem?

Accepted Answer

A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct. 
A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct.

Question 17

The question "Can you and your company back up your promises?" is addressing which component of trust?

Accepted Answer

A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility 
A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility

Question 18

Jeni tells her customers her product is lightweight even though it is much heavier than any of the competitive products. Jeni is making false claims about her product, an unethical activity otherwise known as ______________________.

Accepted Answer

The answer of Jeni tells her customers her product is...

Question 19

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds.Would Martin's comment be considered unethical?

Accepted Answer

A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops. 
A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops.

Question 20

_________ refers to the right and wrong conduct of individuals and institutions of which there are a part.

Accepted Answer

The answer of _________ refers to the right and wrong...

Which of the following is not recognized as a trust builder?

Which of the following statements is most accurate with respect to sales and ethics?

Dependability is highly related to predictability.

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers)advisers rather than salespeople.

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Ethical standards are based on society's standards..

Trust and honesty mean the same thing.

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

A buyer asking/thinking the question "Will you recommend what is best for me (buyer)or what is best for you (salesperson)?" is addressing which component of trust?

A person's personal ethics may differ from the ethics of the company for which they work.

In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:

By definition, salespeople who are honest are trustworthy.

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

The question "Can you and your company back up your promises?" is addressing which component of trust?

Jeni tells her customers her product is lightweight even though it is much heavier than any of the competitive products. Jeni is making false claims about her product, an unethical activity otherwise known as ______________________.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds.Would Martin's comment be considered unethical?

_________ refers to the right and wrong conduct of individuals and institutions of which there are a part.

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

Which of the following is not recognized as a trust builder?

Which of the following statements is most accurate with respect to sales and ethics?

Dependability is highly related to predictability.

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers)advisers rather than salespeople.

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Ethical standards are based on society's standards..

Trust and honesty mean the same thing.

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

A buyer asking/thinking the question "Will you recommend what is best for me (buyer)or what is best for you (salesperson)?" is addressing which component of trust?

A person's personal ethics may differ from the ethics of the company for which they work.

In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:

By definition, salespeople who are honest are trustworthy.

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

The question "Can you and your company back up your promises?" is addressing which component of trust?

Jeni tells her customers her product is lightweight even though it is much heavier than any of the competitive products. Jeni is making false claims about her product, an unethical activity otherwise known as ______________________.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds.Would Martin's comment be considered unethical?

_________ refers to the right and wrong conduct of individuals and institutions of which there are a part.

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