Exam 2: Building Trust and Sales Ethics

_________ are created by any affirmation of fact or promise,any description,or any sample or model that a salesperson uses,which is made part of the basis of the bargain.

Knowledge of a product's features is sufficient for a salesperson to describe a product to a customer.

A good salesperson must adjust his or her selling strategy depending on the competition.

_________ is a knowledge tool that salespeople must possess to explain their firms' advertising programs.

A salesperson can learn how the entire marketplace uses his or her company's products more quickly than if he or she had to focus on only one line of business.

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

Jim,an inexperienced salesperson,informs one of his potential customers that the laptop he is selling has a much faster processing speed than the competitor's.This is not true.The customer,however,remains unconvinced and does not make a purchase.Jim's behavior is considered unethical because he:

A salesperson needs to use his or her _____ to answer a buyer's question,"How do your company's prices compare with others in your industry?"

A customer-oriented salesperson covers both the pros and cons of a recommended product while pitching a sale to a customer.

Today's contemporary selling process is embedded within the relationship marketing paradigm.

The advantage of a salesperson using e-mail to communicate with a buyer is that:

Nora,a salesperson working with Fifth Leaf Fashions,informs her customers that they can return garments within 30 days of purchase in return for cash.However,the Fifth Leaf Fashion's return policy states that customers may only exchange the returned garments for other garments and not cash.In this scenario,it is evident that Nora needs to improve her _____.​

Salespeople can send out mass communications to all customers and prospects via voice mail.

Which of the following questions must a salesperson be able to answer in order to demonstrate that he or she has product knowledge?

A salesperson must know what his or her commodity can and cannot do.For this,the salesperson must have sound _________.

Comparisons of a company's competitors' products for a customer's buying decision are critical,especially when the company:

The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward.

Susan is hired as salesperson in a jewelry store.Being new to this industry,she does not possess a great deal of knowledge about the products offered by her store.She is often asked questions by customers to which she does not know the answer.However,she always responds to them by saying,"I will check with my store manager and get back to you." By being up-front with her customers,Susan exhibits:

Rita has recently been hired as a sales representative at a grocery store.As part of her training,her store manager asks her to memorize the discounts offered by the store during the Christmas season.In this scenario,the store manager wants to enhance Rita's _____.

Salespeople who can offer better service than their competitors have an advantage for generating new business and taking away business from the competition.