Question 1

A salesperson's customers may initiate unethical behavior.

Accepted Answer

A) True 
 B)False

Question 2

Salespeople need to be concerned with knowing not only their products, but their competitors as well.

Accepted Answer

A) True 
 B)False

Question 3

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

Accepted Answer

A) True 
 B)False

Question 4

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Accepted Answer

Reliability (Predict

Question 5

Which of the following best describes a key difference between traditional sales tactics and trust-based relationship selling methods today?

Accepted Answer

A)  In trust-based relationship selling there is little concern for making sales. 
B)  Traditional selling tactics are always the quickest way to get a sale. 
C)  Getting orders is not important in trust-based relationship selling. 
D)  Establishing trust is more important to trust-based relationship selling methods. 
E)  Traditional sales tactics are more collaborative than trust-based relationship selling methods. 
A)  In trust-based relationship selling there is little concern for making sales. 
B)  Traditional selling tactics are always the quickest way to get a sale. 
C)  Getting orders is not important in trust-based relationship selling. 
D)  Establishing trust is more important to trust-based relationship selling methods. 
E)  Traditional sales tactics are more collaborative than trust-based relationship selling methods.

Question 6

Salespeople may use service to differentiate themselves from their competitors.

Accepted Answer

A) True 
 B)False

Question 7

Bill has been selling vacuum cleaners door-to-door for the past seven years.Recently he took a new job selling industrial cleaning equipment to large factories and institutions.Bill was assigned a territory that contained 35 accounts with which his company has been doing business for several years.Bill is having trouble adjusting from his role as a traditional salesperson to his role as a relational salesperson.Which of the following best reflects one of the key differences between traditional selling and relational selling that may be causing Bill some adjustment trouble.

Accepted Answer

A)  In his new job, getting orders is not important. 
B)  The company he is now working for is not concerned about profits. 
C)  With his new job, Bill has to build and maintain long-term relationships. 
D)  The customers Bill is now calling on are only concerned about price. 
E)  All of the above. 
A)  In his new job, getting orders is not important. 
B)  The company he is now working for is not concerned about profits. 
C)  With his new job, Bill has to build and maintain long-term relationships. 
D)  The customers Bill is now calling on are only concerned about price. 
E)  All of the above.

Question 8

Many companies are spending time covering ethics in their training programs.

Accepted Answer

A) True 
 B)False

Question 9

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

Accepted Answer

The answer of ____________ refers to the extent to which...

Question 10

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

Accepted Answer

The answer of _______________is a way a salesperson can create...

Question 11

Trust is crucial to the success of long term business relationships.

Accepted Answer

A) True 
 B)False

Question 12

Salespeople who place as much emphasis on their customer's interests as their own are perceived 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 13

Maintaining high ethical standards is important if one is to be considered a professional.

Accepted Answer

A) True 
 B)False

Question 14

Salespeople need only be concerned with knowing the price of their products, and not their company's pricing policies.

Accepted Answer

A) True 
 B)False

Question 15

Andrew is a new sales rep for an industrial chemical supplier.Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers.These behaviors help Andrew build trust with his customers because they perceive him as:

Accepted Answer

A)  An expert 
B)  Candid 
C)  Dependable 
D)  Competent 
E)  Helpful 
A)  An expert 
B)  Candid 
C)  Dependable 
D)  Competent 
E)  Helpful

Question 16

The question "Do you know what you're talking about?" 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 17

Susan is a new sales rep who does not yet possess a great deal of product knowledge.She is often asked questions to which she does not know the answer.By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

Accepted Answer

A)  An expert 
B)  Candid 
C)  Compatible 
D)  Competent 
E)  Helpful 
A)  An expert 
B)  Candid 
C)  Compatible 
D)  Competent 
E)  Helpful

Question 18

While salespeople's knowledge of their company and their products is important to building trust, knowledge of their industry is not.

Accepted Answer

A) True 
 B)False

Question 19

Sales ethics and trust are unrelated.

Accepted Answer

A) True 
 B)False

Question 20

In order for a salesperson to be customer-oriented they must, at least in part, be motivated by their customers' success

Accepted Answer

A) True 
 B)False

A salesperson's customers may initiate unethical behavior.

Salespeople need to be concerned with knowing not only their products, but their competitors as well.

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Which of the following best describes a key difference between traditional sales tactics and trust-based relationship selling methods today?

Salespeople may use service to differentiate themselves from their competitors.

Many companies are spending time covering ethics in their training programs.

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

Trust is crucial to the success of long term business relationships.

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:

Maintaining high ethical standards is important if one is to be considered a professional.

Salespeople need only be concerned with knowing the price of their products, and not their company's pricing policies.

Andrew is a new sales rep for an industrial chemical supplier.Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers.These behaviors help Andrew build trust with his customers because they perceive him as:

The question "Do you know what you're talking about?" is addressing which component of trust?

Susan is a new sales rep who does not yet possess a great deal of product knowledge.She is often asked questions to which she does not know the answer.By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

While salespeople's knowledge of their company and their products is important to building trust, knowledge of their industry is not.

Sales ethics and trust are unrelated.

In order for a salesperson to be customer-oriented they must, at least in part, be motivated by their customers' success

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

A salesperson's customers may initiate unethical behavior.

Salespeople need to be concerned with knowing not only their products, but their competitors as well.

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Which of the following best describes a key difference between traditional sales tactics and trust-based relationship selling methods today?

Salespeople may use service to differentiate themselves from their competitors.

Many companies are spending time covering ethics in their training programs.

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

Trust is crucial to the success of long term business relationships.

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:

Maintaining high ethical standards is important if one is to be considered a professional.

Salespeople need only be concerned with knowing the price of their products, and not their company's pricing policies.

Andrew is a new sales rep for an industrial chemical supplier.Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers.These behaviors help Andrew build trust with his customers because they perceive him as:

The question "Do you know what you're talking about?" is addressing which component of trust?

Susan is a new sales rep who does not yet possess a great deal of product knowledge.She is often asked questions to which she does not know the answer.By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

While salespeople's knowledge of their company and their products is important to building trust, knowledge of their industry is not.

Sales ethics and trust are unrelated.

In order for a salesperson to be customer-oriented they must, at least in part, be motivated by their customers' success

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