Question 1

Which of the following actions taken by salespeople may be considered unethical?

Accepted Answer

A)  Forcing a customer to buy only from the salesperson's organization 
B)  Misrepresenting their products 
C)  Offering special inducements to the employees of a prospect 
D)  Linking the sale of one of the salesperson's products to the purchase of one of the buyer's 
E)  All of the above may be considered unethical 
A)  Forcing a customer to buy only from the salesperson's organization 
B)  Misrepresenting their products 
C)  Offering special inducements to the employees of a prospect 
D)  Linking the sale of one of the salesperson's products to the purchase of one of the buyer's 
E)  All of the above may be considered unethical

Question 2

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Accepted Answer

A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  General historical knowledge 
A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  General historical knowledge

Question 3

Salespeople often adapt their appearance and communication style to that of their customers.This helps them to build trust because their customers perceive them as being:

Accepted Answer

A)  Experts 
B)  Customer oriented 
C)  Compatible 
D)  Candid 
E)  Knowledgeable 
A)  Experts 
B)  Customer oriented 
C)  Compatible 
D)  Candid 
E)  Knowledgeable

Question 4

It's possible for someone to be candid but not honest.

Accepted Answer

A) True 
 B)False

Question 5

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following best completes the sentence "It's difficult to ____ someone if I don't ____ them."?

Accepted Answer

A)  Know, trust 
B)  Know, like 
C)  Trust, like 
D)  Trust, buy from them 
E)  None of the above 
A)  Know, trust 
B)  Know, like 
C)  Trust, like 
D)  Trust, buy from them 
E)  None of the above

Question 7

A salesperson's knowledge of their competitors' products will help them better understand their own.

Accepted Answer

A) True 
 B)False

Question 8

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

Accepted Answer

The answer of In order to better understand how to...

Question 9

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

Accepted Answer

A) True 
 B)False

Question 10

Anything that is unethical is also illegal.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Accepted Answer

A)  e-mail 
B)  Web/internet 
C)  Voice mail 
D)  Pagers 
E)  Fax 
A)  e-mail 
B)  Web/internet 
C)  Voice mail 
D)  Pagers 
E)  Fax

Question 12

Technology can often be a barrier to communication between salespeople and their customers.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following best describes trust in a buyer-seller context?

Accepted Answer

A)  The buyer understands the salesperson 
B)  The salesperson is honest with the buyer 
C)  The buyer can rely on what the salesperson says or promises to do 
D)  The salesperson is able to solve the buyer's needs cost effectively 
E)  The salesperson is dependable 
A)  The buyer understands the salesperson 
B)  The salesperson is honest with the buyer 
C)  The buyer can rely on what the salesperson says or promises to do 
D)  The salesperson is able to solve the buyer's needs cost effectively 
E)  The salesperson is dependable

Question 14

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Accepted Answer

A)  Dependable 
B)  Customer oriented 
C)  Likeable 
D)  Candid 
E)  Knowledgeable 
A)  Dependable 
B)  Customer oriented 
C)  Likeable 
D)  Candid 
E)  Knowledgeable

Question 15

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning.Would Martin's comment be considered unethical?

Accepted Answer

A)  Yes, because the information is deceptive, no computer is fast as lightning. 
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, because he is misleading the customer. 
A)  Yes, because the information is deceptive, no computer is fast as lightning. 
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, because he is misleading the customer.

Question 16

In order to better understand their own product's position in the market place, salespeople need:

Accepted Answer

A)  To be customer oriented. 
B)  A high degree of competitor knowledge. 
C)  To be candid. 
D)  A high degree of customer knowledge. 
E)  Both a and c are correct. 
A)  To be customer oriented. 
B)  A high degree of competitor knowledge. 
C)  To be candid. 
D)  A high degree of customer knowledge. 
E)  Both a and c are correct.

Question 17

The question "Are you being upfront with me" 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

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

Accepted Answer

A)  Power 
B)  Expertise 
C)  Candor 
D)  Customer orientation 
E)  Dependability 
A)  Power 
B)  Expertise 
C)  Candor 
D)  Customer orientation 
E)  Dependability

Question 19

Express warranties are written and made part of the basis-of-the-bargain.

Accepted Answer

A) True 
 B)False

Question 20

The essence of trust is honesty.

Accepted Answer

A) True 
 B)False

Which of the following actions taken by salespeople may be considered unethical?

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Salespeople often adapt their appearance and communication style to that of their customers.This helps them to build trust because their customers perceive them as being:

It's possible for someone to be candid but not honest.

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Which of the following best completes the sentence "It's difficult to someone if I don't them."?

A salesperson's knowledge of their competitors' products will help them better understand their own.

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

Anything that is unethical is also illegal.

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Technology can often be a barrier to communication between salespeople and their customers.

Which of the following best describes trust in a buyer-seller context?

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning.Would Martin's comment be considered unethical?

In order to better understand their own product's position in the market place, salespeople need:

The question "Are you being upfront with me" is addressing which component of trust?

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

Express warranties are written and made part of the basis-of-the-bargain.

The essence of trust is honesty.

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 actions taken by salespeople may be considered unethical?

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Salespeople often adapt their appearance and communication style to that of their customers.This helps them to build trust because their customers perceive them as being:

It's possible for someone to be candid but not honest.

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Which of the following best completes the sentence "It's difficult to ____ someone if I don't ____ them."?

A salesperson's knowledge of their competitors' products will help them better understand their own.

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

Anything that is unethical is also illegal.

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Technology can often be a barrier to communication between salespeople and their customers.

Which of the following best describes trust in a buyer-seller context?

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning.Would Martin's comment be considered unethical?

In order to better understand their own product's position in the market place, salespeople need:

The question "Are you being upfront with me" is addressing which component of trust?

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

Express warranties are written and made part of the basis-of-the-bargain.

The essence of trust is honesty.

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

Which of the following best completes the sentence "It's difficult to someone if I don't them."?