Exam 2: Building Trust and Sales Ethics

According to a survey of customers discussed in the textbook, a salesperson withholding information is considered ethical if the information does not materially impact the transaction in question.

As a whole, salespeople face fewer ethical pressures than individuals in other professions.

What is being practised by firms or individuals that advertise products at bargain prices that are not available in reasonable quantities, with the intent to try to sell more expensive products instead?

When a salesperson makes an effort so that buyers like doing business with him or her and the company, which of the following aspects of trust is being addressed in a sales context?

According to the textbook, why should a salesperson have a good knowledge of the company he or she works for and the industry in which it competes?

Developing expertise is not enough to build trust; a salesperson must translate this expertise to make contributions for the buyer.

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

Salespeople may use service to differentiate themselves from their competitors.

Stretching the truth to secure an order from a customer is the easiest way for a salesperson to build candour, an important component of trust.

A salesperson working on developing a customer orientation will place as much emphasis on the short-term needs of the customer as on his or her own needs.

As a successful salesperson for an automotive parts manufacturer, Zach is known by his customers for always following through on any commitments he makes. Which of the following aspects of trust does this illustrate?

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

With respect to developments in communications technology, why did the facsimile machine have a major effect on personal selling?

Expertise is important to building trust in a sales context because buyers want to deal with salespeople who know how to help them achieve their bottom-line objectives.

According to the textbook, what is a salesperson doing when knowingly and systematically selling the same goods or services at different prices to different buyers?

As an experienced and successful salesperson for a clothing manufacturer, Lise takes care to always follow company policies and procedures when dealing with her customers. Which aspect of trust does this illustrate?

A salesperson making a false claim about a product or service is practising negligence.

According to the textbook, why do many people hold negative stereotypes of salespeople?

Keeping promises made to customers is important for a salesperson to build candour.

What aspect of trust is addressed by a salesperson who truly cares about partnerships with customers, advocating for them in the event of a problem arising?