Question 1

A salesperson who is pushy and uses high-pressure sales tactics is considered to be practising noncustomer-oriented behaviour.

Accepted Answer

A) True 
 B)False

Question 2

According to the textbook, what will long-term sales success in any industry be built on?

Accepted Answer

A)  repeat business from customers in long-term purchase contracts 
B)  customer referrals from satisfied customers who trust their salesperson 
C)  salespersons commitment to the business 
D)  stability of salesperson representation 
A)  repeat business from customers in long-term purchase contracts 
B)  customer referrals from satisfied customers who trust their salesperson 
C)  salespersons commitment to the business 
D)  stability of salesperson representation

Question 3

As presented in the textbook, both the Sales and Marketing Executives International (SMEI) and Canadian Professional Sales Association (CPSA) publish a professional salesperson's code of ethics. Which statement best characterizes a salesperson's motivation for adhering to these codes?

Accepted Answer

A)  Failure to adhere to the code of ethics results in sanctions against the member and a significant financial penalty. 
B)  Failure to adhere to the code of ethics results in legal action being taken against the member. 
C)  Failure to adhere to the code of ethics results in losing membership in the organization and the right to use the respective sales professional designation. 
D)  Failure to adhere to the code of ethics results in lost sales due to lack of trust and loss of reputation. 
A)  Failure to adhere to the code of ethics results in sanctions against the member and a significant financial penalty. 
B)  Failure to adhere to the code of ethics results in legal action being taken against the member. 
C)  Failure to adhere to the code of ethics results in losing membership in the organization and the right to use the respective sales professional designation. 
D)  Failure to adhere to the code of ethics results in lost sales due to lack of trust and loss of reputation.

Question 4

According to a survey of customers discussed in the textbook, a salesperson attempting to sell products or services that the customer does not need is considered ethical.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following areas of unethical behaviour include a salesperson being pushy and using hard-sell tactics, fast talking, and high pressure?

Accepted Answer

A)  deceptive practices 
B)  illegal activities 
C)  noncustomer-oriented behaviour 
D)  negligence 
A)  deceptive practices 
B)  illegal activities 
C)  noncustomer-oriented behaviour 
D)  negligence

Question 6

According to the textbook, what does ethics refer to?

Accepted Answer

A)  correct behaviour for the situation at hand 
B)  the right and wrong conduct of individuals and the institutions of which they are a part 
C)  moral conduct as determined by the government and society 
D)  laws governing orderly behaviour within society 
A)  correct behaviour for the situation at hand 
B)  the right and wrong conduct of individuals and the institutions of which they are a part 
C)  moral conduct as determined by the government and society 
D)  laws governing orderly behaviour within society

Question 7

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 8

An agreement in which competitors agree in advance who will win a bid based on the tenders submitted is an unethical practice known as bid rigging.

Accepted Answer

A) True 
 B)False

Question 9

According to the textbook, which type of communications technology sometimes backfires on sales organizations by actually frustrating their customers rather than helping them?

Accepted Answer

A)  e-mail 
B)  facsimile 
C)  voice mail 
D)  texting 
A)  e-mail 
B)  facsimile 
C)  voice mail 
D)  texting

Question 10

With respect to sales and ethics, which statement is the most accurate?

Accepted Answer

A)  Ethics are universal, so they are the same in every country. 
B)  Because ethical standards for a profession are based on society, they may vary from country to country. 
C)  Ethical standards are, by definition, legal standards and should be enforced consistently. 
D)  Salespeople are less susceptible to engaging in unethical behaviour because of the high visibility of their activities. 
A)  Ethics are universal, so they are the same in every country. 
B)  Because ethical standards for a profession are based on society, they may vary from country to country. 
C)  Ethical standards are, by definition, legal standards and should be enforced consistently. 
D)  Salespeople are less susceptible to engaging in unethical behaviour because of the high visibility of their activities.

Question 11

According to the textbook, which of the following most accurately reflects buyers' information needs?

Accepted Answer

A)  Buyers need to know everything about the markets in which they compete. 
B)  Buyers are not interested in factual knowledge unless it relates to fulfilling their specific needs. 
C)  Buyers are interested in learning as much factual knowledge as they can. 
D)  Buyers don't expect salespeople to be able to provide them with valuable information. 
A)  Buyers need to know everything about the markets in which they compete. 
B)  Buyers are not interested in factual knowledge unless it relates to fulfilling their specific needs. 
C)  Buyers are interested in learning as much factual knowledge as they can. 
D)  Buyers don't expect salespeople to be able to provide them with valuable information.

Question 12

Sales ethics is closely related to trust.

Accepted Answer

A) True 
 B)False

Question 13

A firm or individual advertising products at bargain prices that it does not have available in reasonable quantities, for the purpose of trying to sell more expensive products instead, is said to be practising misrepresentation.

Accepted Answer

A) True 
 B)False

Question 14

According to the textbook, what would be the primary objective of a salesperson working to achieve high levels of market, customer, and competitor knowledge?

Accepted Answer

A)  to reduce the length of time spent preparing for sales calls 
B)  to improve his or her ability to communicate with buyers on their level 
C)  to determine his or her differential competitive advantage in the marketplace 
D)  to provide high levels of service differentiation 
A)  to reduce the length of time spent preparing for sales calls 
B)  to improve his or her ability to communicate with buyers on their level 
C)  to determine his or her differential competitive advantage in the marketplace 
D)  to provide high levels of service differentiation

Question 15

An agreement between sellers to prevent or unduly lessen competition or to unreasonably enhance the price of a product by selling at a fixed price is an unethical practice known as predatory pricing.

Accepted Answer

A) True 
 B)False

Question 16

To be successful, long-term buyer-seller relationships need to be based on mutual trust and value-added benefits.

Accepted Answer

A) True 
 B)False

Question 17

After making a number of sales calls on a new customer, Frank was relieved and excited to receive a large order from this customer via cell phone while driving home from his sales territory. From an ethical perspective, what should Frank do?

Accepted Answer

A)  As an order given verbally is an enforceable contract, Frank does not need to do anything more at the present time. 
B)  Frank should immediately confirm the details of the sale in writing to the customer to minimize any risk of disagreement due to misunderstanding. 
C)  As an order given verbally is not an enforceable contract, Frank needs to get a signed sales order sent by facsimile or e-mail for it to be legally binding. 
D)  To avoid misrepresentation, Frank needs to offer the customer the benefit of a thirty day cooling off period for orders given verbally. 
A)  As an order given verbally is an enforceable contract, Frank does not need to do anything more at the present time. 
B)  Frank should immediately confirm the details of the sale in writing to the customer to minimize any risk of disagreement due to misunderstanding. 
C)  As an order given verbally is not an enforceable contract, Frank needs to get a signed sales order sent by facsimile or e-mail for it to be legally binding. 
D)  To avoid misrepresentation, Frank needs to offer the customer the benefit of a thirty day cooling off period for orders given verbally.

Question 18

Trust in a selling relationship can mean different things to different people.

Accepted Answer

A) True 
 B)False

Question 19

A salesperson may create a product liability for his or her company by virtue of promises made verbally to customers.

Accepted Answer

A) True 
 B)False

Question 20

Ethical standards for a profession are based on society's standards.

Accepted Answer

A) True 
 B)False

A salesperson who is pushy and uses high-pressure sales tactics is considered to be practising noncustomer-oriented behaviour.

According to the textbook, what will long-term sales success in any industry be built on?

As presented in the textbook, both the Sales and Marketing Executives International (SMEI) and Canadian Professional Sales Association (CPSA) publish a professional salesperson's code of ethics. Which statement best characterizes a salesperson's motivation for adhering to these codes?

According to a survey of customers discussed in the textbook, a salesperson attempting to sell products or services that the customer does not need is considered ethical.

Which of the following areas of unethical behaviour include a salesperson being pushy and using hard-sell tactics, fast talking, and high pressure?

According to the textbook, what does ethics refer to?

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

An agreement in which competitors agree in advance who will win a bid based on the tenders submitted is an unethical practice known as bid rigging.

According to the textbook, which type of communications technology sometimes backfires on sales organizations by actually frustrating their customers rather than helping them?

With respect to sales and ethics, which statement is the most accurate?

According to the textbook, which of the following most accurately reflects buyers' information needs?

Sales ethics is closely related to trust.

A firm or individual advertising products at bargain prices that it does not have available in reasonable quantities, for the purpose of trying to sell more expensive products instead, is said to be practising misrepresentation.

According to the textbook, what would be the primary objective of a salesperson working to achieve high levels of market, customer, and competitor knowledge?

An agreement between sellers to prevent or unduly lessen competition or to unreasonably enhance the price of a product by selling at a fixed price is an unethical practice known as predatory pricing.

To be successful, long-term buyer-seller relationships need to be based on mutual trust and value-added benefits.

After making a number of sales calls on a new customer, Frank was relieved and excited to receive a large order from this customer via cell phone while driving home from his sales territory. From an ethical perspective, what should Frank do?

Trust in a selling relationship can mean different things to different people.

A salesperson may create a product liability for his or her company by virtue of promises made verbally to customers.

Ethical standards for a profession are based on society's standards.

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters

Exam 2: Building Trust and Sales Ethics

A salesperson who is pushy and uses high-pressure sales tactics is considered to be practising noncustomer-oriented behaviour.

According to the textbook, what will long-term sales success in any industry be built on?

As presented in the textbook, both the Sales and Marketing Executives International (SMEI) and Canadian Professional Sales Association (CPSA) publish a professional salesperson's code of ethics. Which statement best characterizes a salesperson's motivation for adhering to these codes?

According to a survey of customers discussed in the textbook, a salesperson attempting to sell products or services that the customer does not need is considered ethical.

Which of the following areas of unethical behaviour include a salesperson being pushy and using hard-sell tactics, fast talking, and high pressure?

According to the textbook, what does ethics refer to?

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

An agreement in which competitors agree in advance who will win a bid based on the tenders submitted is an unethical practice known as bid rigging.

According to the textbook, which type of communications technology sometimes backfires on sales organizations by actually frustrating their customers rather than helping them?

With respect to sales and ethics, which statement is the most accurate?

According to the textbook, which of the following most accurately reflects buyers' information needs?

Sales ethics is closely related to trust.

A firm or individual advertising products at bargain prices that it does not have available in reasonable quantities, for the purpose of trying to sell more expensive products instead, is said to be practising misrepresentation.

According to the textbook, what would be the primary objective of a salesperson working to achieve high levels of market, customer, and competitor knowledge?

An agreement between sellers to prevent or unduly lessen competition or to unreasonably enhance the price of a product by selling at a fixed price is an unethical practice known as predatory pricing.

To be successful, long-term buyer-seller relationships need to be based on mutual trust and value-added benefits.

After making a number of sales calls on a new customer, Frank was relieved and excited to receive a large order from this customer via cell phone while driving home from his sales territory. From an ethical perspective, what should Frank do?

Trust in a selling relationship can mean different things to different people.

A salesperson may create a product liability for his or her company by virtue of promises made verbally to customers.

Ethical standards for a profession are based on society's standards.

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters