Exam 2: Building the Trust and Sales Ethics

Buyers define trust with terms such as:

_____ is defined as i nformation about buyers that is gathered over time and from very different sources that helps the salesperson determine buyer needs to better serve them.

Which of the following is an example of non-customer-oriented behavior?

In the context of buyer-seller relationships, _____ is taken to mean that the buyer relied on the seller's statements in making the purchase decision.

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 laptop despite being aware that this is not true. The customer, however, remains unconvinced and does not make the purchase. Jim's behavior is considered unethical because he:

In today's increasingly competitive marketplace, buyers are finding it more effective and efficient to do more business with a large number of suppliers.

_____ refers to a salesperson's behavior that can be foretold on the basis of observation or experience by a buyer.

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

Susan is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great deal of knowledge about the products offered by the 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 honest with her customers, Susan exhibits:

When faced with quota pressure, a salesperson with customer orientation would most likely:

Honesty of the spoken word is called _____.

In the context of activities that are considered illegal in the sales profession, some violations of company property constitute violations of the _____ and are offenses that could lead to jail or heavy fines.

Identify an advantage of salespeople using e-mail to communicate with buyers.

Which of the following statements is true of ethical standards?

Identify an example of engaging in openness in a buyer-seller relationship.

_____ refers to information salespeople must have if larger companies break their customers into distinct segments

Which critical variable of trust in a salesperson does the question "Can you and your company back up your promises?" most likely address?

It is a salesperson's job to determine what trust attributes are critical to relationship building for a specific buyer. The salesperson does this by:

In the context of buyer-seller interactions, which of the following is an excuse commonly used by some salespeople to engage in deceptive behavior?

Which of the following is an example of the violation of confidentiality in a buyer-seller relationship?