Exam 2: Building Trust and Sales Ethics

Hunter is a new salesperson who does not yet possess a great deal of product knowledge. He is often asked questions to which he does not know the answer. By being upfront with his customers about not knowing the answers and then making an effort to find them, how does Hunter build trust?

What is the term for a salesperson providing a warranty or guarantee that obligates the selling company even if the salesperson does not intend to honour the warranty?

Most customers expect salespeople to be knowledgeable about the products they are selling.

In today's highly competitive markets, building rapport with professional buyers is considered unnecessary to the selling process.

According to a survey of customers discussed in the textbook, a salesperson accepting favours from customers so the seller feels obliged to bend policies is considered unethical.

What do all provinces in Canada use to attempt to protect consumers from the persuasive influence of salespeople?

According to the textbook, what describes the extent of the buyer's confidence that he or she can rely on the salesperson's integrity?

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

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

Reliability and integrity are important components of trust.

Pierre is a new salesperson for Ace Computer Co. and is responsible for business-to-business sales. Because he transferred from the engineering staff, Pierre knows better than any other salesperson the technical specifications and performance statistics of the computers he sells. Unfortunately, Pierre is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis. Which type of knowledge does Pierre need to work on?

Omar is a new sales rep for an automotive supplier. He is careful to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviours help Omar to build trust with his customers. What do his customers perceive Omar to be?

Which trend has helped salespeople the most to improve their knowledge of markets and customers in order to build trust?

According to the textbook, to thoroughly know the industry and your customers' business, you must know _______________?

While in some cultures, providing bribes as incentives to do business is considered an acceptable practice, in Canada, bribery is considered unethical and is illegal.

Increased competition has resulted in buyer's markets in most industries. How has that affected personal selling?

According to a survey of customers discussed in the textbook, a salesperson passing the blame for something that he or she did wrong is considered unethical.

Likeability and compatibility are important factors for salespeople attempting to build relationships with key gatekeepers at their customers' companies.

Suppose you are a salesperson for a salesforce 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, what are you demonstrating?

The development of communications technology such as the facsimile machine and cell phones has had relatively little impact on the sales profession.