Question 1

Which of the following best completes the sentence "It's difficult to ____ someone if I don't ____ them."?

Accepted Answer

A)  Know, trust 
B)  Know, like 
C)  Trust, like 
D)  Trust, buy from them 
E)  None of the above 
A)  Know, trust 
B)  Know, like 
C)  Trust, like 
D)  Trust, buy from them 
E)  None of the above

Question 2

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 3

Suppose you were just hired as a salesperson and are preparing for training. Which of the following is not one of the more common topics covered during initial sales training programs?

Accepted Answer

A)  Recruiting 
B)  Company history 
C)  Selling techniques 
D)  Industry history 
E)  Enhancing relationships 
A)  Recruiting 
B)  Company history 
C)  Selling techniques 
D)  Industry history 
E)  Enhancing relationships

Question 4

Which of the following training topics does not include information that will help salespeople earn trust?

Accepted Answer

A)  Company policies 
B)  Competitive knowledge 
C)  Product knowledge 
D)  Developing customer relationships 
E)  All of the above will help salespeople learn how to earn trust. 
A)  Company policies 
B)  Competitive knowledge 
C)  Product knowledge 
D)  Developing customer relationships 
E)  All of the above will help salespeople learn how to earn trust.

Question 5

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

Accepted Answer

The answer of Wayne is a salesperson who is honest...

Question 6

Which of the following actions taken by salespeople may be considered unethical?

Accepted Answer

A)  Forcing a customer to buy only from the salesperson's organization 
B)  Misrepresenting their products 
C)  Offering special inducements to the employees of a prospect 
D)  Linking the sale of one of the salesperson's products to the purchase of one of the buyer's 
E)  All of the above may be considered unethical 
A)  Forcing a customer to buy only from the salesperson's organization 
B)  Misrepresenting their products 
C)  Offering special inducements to the employees of a prospect 
D)  Linking the sale of one of the salesperson's products to the purchase of one of the buyer's 
E)  All of the above may be considered unethical

Question 7

Sales ethics and trust are unrelated.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

The answer of The salesperson's fairness and straightforwardness of conduct...

Question 9

Bribery is considered illegal in this country.

Accepted Answer

A) True 
 B)False

Question 10

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 11

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.

Accepted Answer

A)  In his new job, getting orders is not important. 
B)  The company he is now working for is not concerned about profits. 
C)  With his new job, Bill has to build and maintain long-term relationships. 
D)  The customers Bill is now calling on are only concerned about price. 
E)  All of the above. 
A)  In his new job, getting orders is not important. 
B)  The company he is now working for is not concerned about profits. 
C)  With his new job, Bill has to build and maintain long-term relationships. 
D)  The customers Bill is now calling on are only concerned about price. 
E)  All of the above.

Question 12

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

Accepted Answer

A)  assertiveness 
B)  adaptability 
C)  competitor knowledge 
D)  trust 
E)  customer knowledge 
A)  assertiveness 
B)  adaptability 
C)  competitor knowledge 
D)  trust 
E)  customer knowledge

Question 13

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

Accepted Answer

The answer of In order to better understand how to...

Question 14

LaTasha is a purchasing agent for a large construction company. Jeff is a salesperson for a building materials company and has been calling unsuccessfully on LaTasha for several weeks. LaTasha likes Jeff and believes he is selling a good product. Unfortunately, she does not feel she can rely on him if she ever had a problem with one of the orders. Which of the following best reflects the underlying problem?

Accepted Answer

A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct. 
A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct.

Question 15

Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviors help Andrew build trust with his customers because they perceive him as:

Accepted Answer

A)  An expert 
B)  Candid 
C)  Dependable 
D)  Competent 
E)  Helpful 
A)  An expert 
B)  Candid 
C)  Dependable 
D)  Competent 
E)  Helpful

Question 16

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Accepted Answer

The answer of Companies provide extensive ______________to be sure they...

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A)  Trust the salesperson 
B)  Like the salesperson 
C)  Know the salesperson 
D)  Believe the salesperson is customer-oriented 
E)  Believe the salesperson is honest 
A)  Trust the salesperson 
B)  Like the salesperson 
C)  Know the salesperson 
D)  Believe the salesperson is customer-oriented 
E)  Believe the salesperson is honest

Question 20

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

Which of the following best completes the sentence "It's difficult to someone if I don't them."?

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?

Suppose you were just hired as a salesperson and are preparing for training. Which of the following is not one of the more common topics covered during initial sales training programs?

Which of the following training topics does not include information that will help salespeople earn trust?

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

Which of the following actions taken by salespeople may be considered unethical?

Sales ethics and trust are unrelated.

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

Bribery is considered illegal in this country.

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

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviors help Andrew build trust with his customers because they perceive him as:

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

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

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

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

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

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

Which of the following best completes the sentence "It's difficult to ____ someone if I don't ____ them."?

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?

Suppose you were just hired as a salesperson and are preparing for training. Which of the following is not one of the more common topics covered during initial sales training programs?

Which of the following training topics does not include information that will help salespeople earn trust?

Wayne is a salesperson who is honest and upfront with his customers. Accordingly, Wayne's customers most likely perceive him as being ____________, one of the components of trust.

Which of the following actions taken by salespeople may be considered unethical?

Sales ethics and trust are unrelated.

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

Bribery is considered illegal in this country.

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

In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviors help Andrew build trust with his customers because they perceive him as:

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

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

It is unlikely that salespeople could use technology to differentiate themselves from their competitors.

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

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

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

Which of the following best completes the sentence "It's difficult to someone if I don't them."?