Exam 2: Building Trust and Sales Ethics

By definition, salespeople who are honest are trustworthy.

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

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?

Sales ethics and trust are unrelated.

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

The extent of the buyer's competence that he or she can rely on the salesperson's integrity is called_________.

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.

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

Steve is a new salesperson for XYZ Computer Co. and is responsible for business-to-business sales. Transferring from the engineering staff, Steve knows better than any other salesperson the technical specifications and performance statistics of the computers he sells. Unfortunately, Steve is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis. Steve needs to work on his ____ knowledge.

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

Closely tried to predictability is the characteristic of ____________________, one of the components of trust.

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

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

The essence of trust is honesty.

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

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

In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:

Salespeople may use service to differentiate themselves from their competitors.

______________refers to a way a salesperson can create product liability by making a claim about a product without exercising reasonable care to see that this claim is accurate.

The salesperson's fairness and straightforwardness of conduct refers to the salespersons degree of _____________.