Question 1

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

Accepted Answer

A)  They are often responsible for negotiating price with their customers. 
B)  Then they can arbitrarily charge different customers different prices. 
C)  They can legally obligate the company to a quoted price. 
D)  Then they will be perceived as more dependable. 
E)  Both a and c are correct. 
A)  They are often responsible for negotiating price with their customers. 
B)  Then they can arbitrarily charge different customers different prices. 
C)  They can legally obligate the company to a quoted price. 
D)  Then they will be perceived as more dependable. 
E)  Both a and c are correct.

Question 2

Salespeople who, while making sales presentations, cover both the pros and cons of their market offer are more likely than those who do not to be perceived as customer-oriented.

Accepted Answer

A) True 
 B)False

Question 3

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Accepted Answer

A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction. 
A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction.

Question 4

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Accepted Answer

A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above. 
A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above.

Question 5

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is not recognized as a trust builder?

Accepted Answer

A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  Each of the above is recognized as a trust builder 
A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  Each of the above is recognized as a trust builder

Question 7

Salespeople who develop expertise in their fields are more likely (than those who do not) to develop trust with their customers.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

It's possible for someone to be candid but not honest.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

Accepted Answer

The answer of The ability, knowledge, and resources to meet...

Question 12

Expertise is an important component of trust.

Accepted Answer

A) True 
 B)False

Question 13

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

Accepted Answer

A) True 
 B)False

Question 14

A salesperson's knowledge of their competitors' products will help them better understand their own.

Accepted Answer

A) True 
 B)False

Question 15

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 16

Which of the following is not recognized as a trust builder?

Accepted Answer

A)  Power 
B)  Expertise 
C)  Candor 
D)  Customer orientation 
E)  Dependability 
A)  Power 
B)  Expertise 
C)  Candor 
D)  Customer orientation 
E)  Dependability

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers) advisers rather than salespeople.

Accepted Answer

A) True 
 B)False

Question 19

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

Accepted Answer

The answer of _______________is a way a salesperson can create...

Question 20

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)  General historical knowledge 
A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  General historical knowledge

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

Salespeople who, while making sales presentations, cover both the pros and cons of their market offer are more likely than those who do not to be perceived as customer-oriented.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Which of the following is not recognized as a trust builder?

Salespeople who develop expertise in their fields are more likely (than those who do not) to develop trust with their customers.

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

It's possible for someone to be candid but not honest.

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

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

Expertise is an important component of trust.

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

A salesperson's knowledge of their competitors' products will help them better understand their own.

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

Which of the following is not recognized as a trust builder?

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

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers) advisers rather than salespeople.

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

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

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

Filters

Exam 2: Building Trust and Sales Ethics

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

Salespeople who, while making sales presentations, cover both the pros and cons of their market offer are more likely than those who do not to be perceived as customer-oriented.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.

Which of the following is not recognized as a trust builder?

Salespeople who develop expertise in their fields are more likely (than those who do not) to develop trust with their customers.

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

It's possible for someone to be candid but not honest.

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

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

Expertise is an important component of trust.

It is possible for a salesperson who is honest and customer-oriented to not be trustworthy.

A salesperson's knowledge of their competitors' products will help them better understand their own.

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

Which of the following is not recognized as a trust builder?

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

Salespeople who are trusted and perceived as customer-oriented may be considered (by their customers) advisers rather than salespeople.

_______________is a way a salesperson can create product liability is by making a false claim about a product hoping the buyer will think it's true.

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

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

Filters