Question 1

The question "Will you recommend what is best for me?" 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 2

Most customers will likely assume that salespeople are knowledgeable about the products they're selling.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Accepted Answer

A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  Historical knowledge 
A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  Historical knowledge

Question 4

Dependability is highly related to predictability.

Accepted Answer

A) True 
 B)False

Question 5

Technology can often be a barrier to communication between salespeople and their customers.

Accepted Answer

A) True 
 B)False

Question 6

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 7

Expertise is unimportant to a salesperson's ability to be perceived as competent.

Accepted Answer

A) True 
 B)False

Question 8

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

Question 9

For a salesperson, expertise is closely associated with knowledge of the market.

Accepted Answer

A) True 
 B)False

Question 10

Suppose you are salesperson for a sales force automation consulting company. After working with a potential customer for several weeks you determine that a lower-cost and lower margin solution is best for your customer. Although a more expensive and higher margin system will work, by recommending the lower-cost solution you are demonstrating:

Accepted Answer

A)  Dependability 
B)  Knowledge 
C)  Likeability 
D)  Customer orientation 
E)  Expertise 
A)  Dependability 
B)  Knowledge 
C)  Likeability 
D)  Customer orientation 
E)  Expertise

Question 11

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

Accepted Answer

A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops. 
A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops.

Question 12

Ethics refers to:

Accepted Answer

A)  Correct behavior. 
B)  Right and wrong conduct of individuals and institutions of which they are a part. 
C)  Moral conduct as determined by the government and society. 
D)  Laws governing society. 
E)  All of the above are correct. 
A)  Correct behavior. 
B)  Right and wrong conduct of individuals and institutions of which they are a part. 
C)  Moral conduct as determined by the government and society. 
D)  Laws governing society. 
E)  All of the above are correct.

Question 13

A salesperson's customers may initiate unethical behavior.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Just because a person is dependable does not necessarily mean they are trustworthy.

Accepted Answer

A) True 
 B)False

Question 17

In order for salespeople to fine tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Accepted Answer

A)  Industry 
B)  Competition 
C)  Technology 
D)  Product (including service and price) 
E)  Technical 
A)  Industry 
B)  Competition 
C)  Technology 
D)  Product (including service and price) 
E)  Technical

Question 18

Which of the following most accurately reflects buyers' information needs?

Accepted Answer

A)  Generally speaking, buyers know everything they need to know about the markets in which they compete. 
B)  Buyers are not interested in factual knowledge unless it relates to fulfilling their specific needs. 
C)  Buyers are interested in learning as much factual knowledge as they can. 
D)  Buyers really don't expect salespeople to be able to provide them with valuable information. 
E)  None of the above. 
A)  Generally speaking, buyers know everything they need to know about the markets in which they compete. 
B)  Buyers are not interested in factual knowledge unless it relates to fulfilling their specific needs. 
C)  Buyers are interested in learning as much factual knowledge as they can. 
D)  Buyers really don't expect salespeople to be able to provide them with valuable information. 
E)  None of the above.

Question 19

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Accepted Answer

A)  e-mail 
B)  Web/internet 
C)  Voice mail 
D)  Pagers 
E)  Fax 
A)  e-mail 
B)  Web/internet 
C)  Voice mail 
D)  Pagers 
E)  Fax

Question 20

Ethical standards are based on society's standards..

Accepted Answer

A) True 
 B)False

The question "Will you recommend what is best for me?" is addressing which component of trust?

Most customers will likely assume that salespeople are knowledgeable about the products they're selling.

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Dependability is highly related to predictability.

Technology can often be a barrier to communication between salespeople and their customers.

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

Expertise is unimportant to a salesperson's ability to be perceived as competent.

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

For a salesperson, expertise is closely associated with knowledge of the market.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

Ethics refers to:

A salesperson's customers may initiate unethical behavior.

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

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

Just because a person is dependable does not necessarily mean they are trustworthy.

In order for salespeople to fine tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Which of the following most accurately reflects buyers' information needs?

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Ethical standards are based on society's standards..

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

The question "Will you recommend what is best for me?" is addressing which component of trust?

Most customers will likely assume that salespeople are knowledgeable about the products they're selling.

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Dependability is highly related to predictability.

Technology can often be a barrier to communication between salespeople and their customers.

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

Expertise is unimportant to a salesperson's ability to be perceived as competent.

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

For a salesperson, expertise is closely associated with knowledge of the market.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

Ethics refers to:

A salesperson's customers may initiate unethical behavior.

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

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

Just because a person is dependable does not necessarily mean they are trustworthy.

In order for salespeople to fine tune a market offer to the specific needs of their customers, they must have a strong ____ knowledge base.

Which of the following most accurately reflects buyers' information needs?

Which of the following types of communications technology sometimes backfires on sales organizations by actually frustrating their customers?

Ethical standards are based on society's standards..

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