Question 1

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Accepted Answer

A) True 
 B)False

Question 2

A salesperson's customers may initiate unethical behavior.

Accepted Answer

A) True 
 B)False

Question 3

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Accepted Answer

The answer of ____________refers to a state of being completely...

Question 4

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

Accepted Answer

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

Question 5

The essence of trust is honesty.

Accepted Answer

A) True 
 B)False

Question 6

________________ is a term used when a buyer relied on the seller's statement in making a purchase decision.

Accepted Answer

Basis of t

Question 7

A salesperson wishing to limit his or her exposure to legal problems should remember to:

Accepted Answer

A)  Use factual data rather than general statements of praise during the sales presentation 
B)  Not to try and force the customer to buy only from his or her organization 
C)  Avoid making promises that will be difficult or impossible to honor 
D)  Not tamper with a competitor's product 
E)  Avoid making disparaging comments about a competitor's product without specific evidence 
A)  Use factual data rather than general statements of praise during the sales presentation 
B)  Not to try and force the customer to buy only from his or her organization 
C)  Avoid making promises that will be difficult or impossible to honor 
D)  Not tamper with a competitor's product 
E)  Avoid making disparaging comments about a competitor's product without specific evidence

Question 8

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

Accepted Answer

The answer of The extent of the buyer's confidence that...

Question 9

What does the acronym SMEI stand for?

Accepted Answer

A)  Sales and Marketing Executives International 
B)  Senior Marketing Executives International 
C)  Self-Made Entrepreneurs International 
D)  Sales and Marketing Era Industry 
E)  None of the above 
A)  Sales and Marketing Executives International 
B)  Senior Marketing Executives International 
C)  Self-Made Entrepreneurs International 
D)  Sales and Marketing Era Industry 
E)  None of the above

Question 10

Salespeople may use service to differentiate themselves from their competitors.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

Accepted Answer

A) True 
 B)False

Question 13

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

Accepted Answer

The answer of ____________ refers to the extent to which...

Question 14

Which of the following statements is most accurate with respect to sales and ethics?

Accepted Answer

A)  Ethics are universal; they're the same in every country. 
B)  Ethical standards for sales professionals are likely based on societies standards 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate. 
A)  Ethics are universal; they're the same in every country. 
B)  Ethical standards for sales professionals are likely based on societies standards 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate.

Question 15

A(n) ___________ warranty is a way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give a warranty.

Accepted Answer

The answer of A(n) ___________ warranty is a way a...

Question 16

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

Accepted Answer

The answer of _________ refers to the right and wrong...

Question 17

The act of salespeople placing as much emphasis on the customers' interests as their own is called __________, one of the components of trust.

Accepted Answer

Customer O

Question 18

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.

Accepted Answer

A)  Product 
B)  Competitor 
C)  Technical 
D)  Market and Customer 
E)  Company 
A)  Product 
B)  Competitor 
C)  Technical 
D)  Market and Customer 
E)  Company

Question 19

A buyer asking/thinking the question "Will you recommend what is best for me (buyer) or what is best for you (salesperson)?" 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 20

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

Accepted Answer

A) True 
 B)False

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

A salesperson's customers may initiate unethical behavior.

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

The essence of trust is honesty.

________________ is a term used when a buyer relied on the seller's statement in making a purchase decision.

A salesperson wishing to limit his or her exposure to legal problems should remember to:

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

What does the acronym SMEI stand for?

Salespeople may use service to differentiate themselves from their competitors.

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

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

Which of the following statements is most accurate with respect to sales and ethics?

A(n) ___________ warranty is a way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give a warranty.

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

The act of salespeople placing as much emphasis on the customers' interests as their own is called __________, one of the components of trust.

A buyer asking/thinking the question "Will you recommend what is best for me (buyer) or what is best for you (salesperson)?" is addressing which component of trust?

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

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

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

A salesperson's customers may initiate unethical behavior.

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

The essence of trust is honesty.

________________ is a term used when a buyer relied on the seller's statement in making a purchase decision.

A salesperson wishing to limit his or her exposure to legal problems should remember to:

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

What does the acronym SMEI stand for?

Salespeople may use service to differentiate themselves from their competitors.

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

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

Which of the following statements is most accurate with respect to sales and ethics?

A(n) ___________ warranty is a way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give a warranty.

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

The act of salespeople placing as much emphasis on the customers' interests as their own is called __________, one of the components of trust.

A buyer asking/thinking the question "Will you recommend what is best for me (buyer) or what is best for you (salesperson)?" is addressing which component of trust?

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

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