Question 1

Which of the following is a practice in the relationship marketing paradigm that was not accepted in traditional selling?

Accepted Answer

A)  Creating express warranties 
B)  Withholding product information 
C)  Reviewing potential clients' income statements before doing business with them 
D)  A company's employees sharing manufacturing secrets with the company's suppliers 
E)  Implementing the hard-sell approach 
A)  Creating express warranties 
B)  Withholding product information 
C)  Reviewing potential clients' income statements before doing business with them 
D)  A company's employees sharing manufacturing secrets with the company's suppliers 
E)  Implementing the hard-sell approach

Question 2

Tony has recently been hired as a salesperson by a logistics company. The company divides its clients into different markets based on the requirements of each market. Tony has been asked to work exclusively with emerging entrepreneurs. To understand his clients' purchasing behavior and build long-term relationships with them, Tony has to improve his _____.

Accepted Answer

A)  propositional knowledge 
B)  inventory knowledge 
C)  customer knowledge 
D)  technology knowledge 
E)  promotion knowledge 
A)  propositional knowledge 
B)  inventory knowledge 
C)  customer knowledge 
D)  technology knowledge 
E)  promotion knowledge

Question 3

_____ refers to something given to improve a situation or state for a buyer.

Accepted Answer

A)  Contribution 
B)  Compatibility 
C)  Enablement 
D)  Restitution 
E)  Serviceability 
A)  Contribution 
B)  Compatibility 
C)  Enablement 
D)  Restitution 
E)  Serviceability

Question 4

In the context of a buyer-seller relationship, which of the following statements is true of trust?

Accepted Answer

A)  The seller always defines trust in the relationship. 
B)  It was more important in traditional selling than it is in today's relationship selling. 
C)  A salesperson has to determine what trust means to each of his or her buyers. 
D)  It is earned when a salesperson believes that a customer will make a purchase. 
E)  It is unrelated to the concept of referral. 
A)  The seller always defines trust in the relationship. 
B)  It was more important in traditional selling than it is in today's relationship selling. 
C)  A salesperson has to determine what trust means to each of his or her buyers. 
D)  It is earned when a salesperson believes that a customer will make a purchase. 
E)  It is unrelated to the concept of referral.

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A)  Promotion knowledge 
B)  Service knowledge 
C)  Propositional knowledge 
D)  Tacit knowledge 
E)  Competition knowledge 
A)  Promotion knowledge 
B)  Service knowledge 
C)  Propositional knowledge 
D)  Tacit knowledge 
E)  Competition knowledge

Question 7

The term _____ refers to false claim(s) made by a salesperson.

Accepted Answer

A)  sales quota 
B)  proposition 
C)  ultimatum 
D)  misinterpretation 
E)  evasion 
A)  sales quota 
B)  proposition 
C)  ultimatum 
D)  misinterpretation 
E)  evasion

Question 8

In the context of buyer-seller communication, which of the following is probably the most oversold form of technology?

Accepted Answer

A)  Expert systems 
B)  Voice mails 
C)  Pagers 
D)  Fax machines 
E)  Intranets 
A)  Expert systems 
B)  Voice mails 
C)  Pagers 
D)  Fax machines 
E)  Intranets

Question 9

Andrew is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Andrew is:

Accepted Answer

A)  knowledgeable. 
B)  extroverted. 
C)  dependable. 
D)  vulnerable. 
E)  tactical. 
A)  knowledgeable. 
B)  extroverted. 
C)  dependable. 
D)  vulnerable. 
E)  tactical.

Question 10

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 seasonal discounts offered by the store. In this scenario, the store manager wants Rita to enhance her _____.

Accepted Answer

A)  promotion knowledge 
B)  market knowledge 
C)  industry knowledge 
D)  inventory knowledge 
E)  propositional knowledge 
A)  promotion knowledge 
B)  market knowledge 
C)  industry knowledge 
D)  inventory knowledge 
E)  propositional knowledge

Question 11

Salespeople can create product liabilities for a company in three ways. These ways include:

Accepted Answer

A)  coercion, promotion, and sales presentation. 
B)  sales quota, fast talking, and shifty behavior. 
C)  ethical behavior, assertiveness, and security. 
D)  express warranty, misrepresentation, and negligence. 
E)  discounts, pricing policy, and quality assurance. 
A)  coercion, promotion, and sales presentation. 
B)  sales quota, fast talking, and shifty behavior. 
C)  ethical behavior, assertiveness, and security. 
D)  express warranty, misrepresentation, and negligence. 
E)  discounts, pricing policy, and quality assurance.

Question 12

Emma goes to her favorite clothing store to shop for clothes. She looks for a particular kind of trousers but cannot find them. Denver, the salesman in the store, tells her that the kind of trousers she is looking for is currently out of stock, but he assures her that he will inform her as soon as they are back in the store. Emma takes his word for it as Denver always delivers as he promises. In this scenario, Denver exhibits _____.

Accepted Answer

A)  candor 
B)  resilience 
C)  predictability 
D)  vulnerability 
E)  compatibility 
A)  candor 
B)  resilience 
C)  predictability 
D)  vulnerability 
E)  compatibility

Question 13

A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer.

Accepted Answer

A) True 
 B)False

Question 14

_____ is an example of an illegal activity in the sales profession.

Accepted Answer

A)  Engaging in fast talking 
B)  Withholding information 
C)  Hard sell 
D)  Bribery 
E)  Exaggeration 
A)  Engaging in fast talking 
B)  Withholding information 
C)  Hard sell 
D)  Bribery 
E)  Exaggeration

Question 15

Global Positioning Systems (GPSes) help:

Accepted Answer

A)  sales organizations acquire industry knowledge. 
B)  buyers place price updates on the Web for customers to access. 
C)  transmit non-electronic documents 24 hours a day. 
D)  salespeople plan their routes effectively. 
E)  buyers and sellers communicate virtually. 
A)  sales organizations acquire industry knowledge. 
B)  buyers place price updates on the Web for customers to access. 
C)  transmit non-electronic documents 24 hours a day. 
D)  salespeople plan their routes effectively. 
E)  buyers and sellers communicate virtually.

Question 16

_____ is a k nowledge tool salespeople must have in order to quote rates and offer discounts on products.

Accepted Answer

A)  Price knowledge 
B)  Inventory knowledge 
C)  Propositional knowledge 
D)  Market knowledge 
E)  Product knowledge 
A)  Price knowledge 
B)  Inventory knowledge 
C)  Propositional knowledge 
D)  Market knowledge 
E)  Product knowledge

Question 17

Which of the following statements is true about the claims made by a seller about his or her products?

Accepted Answer

A)  The burden of accuracy of the claims made by the seller is on the management. 
B)  Salespeople are required by law to exercise reasonable care in formulating claims. 
C)  Misrepresentation of product benefits cannot lead to product liability if the seller makes a false claim thinking it is true. 
D)  A seller cannot be legally held for unintentionally making false claims or not delivering on his or her claims. 
E)  A seller is not allowed to use his or her discretion in making claims. 
A)  The burden of accuracy of the claims made by the seller is on the management. 
B)  Salespeople are required by law to exercise reasonable care in formulating claims. 
C)  Misrepresentation of product benefits cannot lead to product liability if the seller makes a false claim thinking it is true. 
D)  A seller cannot be legally held for unintentionally making false claims or not delivering on his or her claims. 
E)  A seller is not allowed to use his or her discretion in making claims.

Question 18

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

Accepted Answer

A)  promotion knowledge 
B)  industry knowledge 
C)  product knowledge 
D)  inventory knowledge 
E)  market knowledge 
A)  promotion knowledge 
B)  industry knowledge 
C)  product knowledge 
D)  inventory knowledge 
E)  market knowledge

Question 19

Which of the following is one of the ways in which television programs, movies, and the press during the 1960s and 1970s affected the sales profession?

Accepted Answer

A)  They portrayed the profession as reputable. 
B)  They contributed to boosting the sale of products. 
C)  They helped curb unethical sales practices. 
D)  They helped it become a mainstream profession. 
E)  They fostered a negative image of salespeople. 
A)  They portrayed the profession as reputable. 
B)  They contributed to boosting the sale of products. 
C)  They helped curb unethical sales practices. 
D)  They helped it become a mainstream profession. 
E)  They fostered a negative image of salespeople.

Question 20

Kenneth goes to an electronics store to buy a television for himself. At the store, the salesperson shows him a flat-screen television and claims that it is currently the best high-definition television in the market. He also claims that the product is designed to reduce strain on the eyes. Kenneth purchases the television based on the salesperson's claims. Which of the following concepts does this scenario best represent?

Accepted Answer

A)  Unconscionable dealing 
B)  The basis of the bargain 
C)  Cold calling 
D)  Partnership selling 
E)  A contract of adhesion 
A)  Unconscionable dealing 
B)  The basis of the bargain 
C)  Cold calling 
D)  Partnership selling 
E)  A contract of adhesion

Which of the following is a practice in the relationship marketing paradigm that was not accepted in traditional selling?

_____ refers to something given to improve a situation or state for a buyer.

In the context of a buyer-seller relationship, which of the following statements is true of trust?

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

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

The term _____ refers to false claim(s) made by a salesperson.

In the context of buyer-seller communication, which of the following is probably the most oversold form of technology?

Andrew is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Andrew is:

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 seasonal discounts offered by the store. In this scenario, the store manager wants Rita to enhance her _____.

Salespeople can create product liabilities for a company in three ways. These ways include:

A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer.

_____ is an example of an illegal activity in the sales profession.

Global Positioning Systems (GPSes) help:

_____ is a k nowledge tool salespeople must have in order to quote rates and offer discounts on products.

Which of the following statements is true about the claims made by a seller about his or her products?

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

Which of the following is one of the ways in which television programs, movies, and the press during the 1960s and 1970s affected the sales profession?

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters

Exam 2: Building the Trust and Sales Ethics

Which of the following is a practice in the relationship marketing paradigm that was not accepted in traditional selling?

_____ refers to something given to improve a situation or state for a buyer.

In the context of a buyer-seller relationship, which of the following statements is true of trust?

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

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

The term _____ refers to false claim(s) made by a salesperson.

In the context of buyer-seller communication, which of the following is probably the most oversold form of technology?

Andrew is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Andrew is:

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 seasonal discounts offered by the store. In this scenario, the store manager wants Rita to enhance her _____.

Salespeople can create product liabilities for a company in three ways. These ways include:

A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer.

_____ is an example of an illegal activity in the sales profession.

Global Positioning Systems (GPSes) help:

_____ is a k nowledge tool salespeople must have in order to quote rates and offer discounts on products.

Which of the following statements is true about the claims made by a seller about his or her products?

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

Which of the following is one of the ways in which television programs, movies, and the press during the 1960s and 1970s affected the sales profession?

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters