Question 1

In a selling relationship, the seller defines the meaning of trust.

Accepted Answer

A) True 
 B)False

Question 2

Trust is composed of a variety of components, including honesty, candour, competence, and customer orientation.

Accepted Answer

A) True 
 B)False

Question 3

Salespeople's knowledge of their competitors' products will help them better understand their own.

Accepted Answer

A) True 
 B)False

Question 4

In order for salespeople to fine-tune a market offer to the specific needs of their customers, what part of their knowledge base must be strong?

Accepted Answer

A)  industry 
B)  market 
C)  technology 
D)  product (including service and price) 
A)  industry 
B)  market 
C)  technology 
D)  product (including service and price)

Question 5

Knowing and systematically selling the same goods or services at different prices to different buyers is an unethical practice known as price fixing.

Accepted Answer

A) True 
 B)False

Question 6

Salespeople need be concerned only with knowing the price of their products, and not their company's pricing policies.

Accepted Answer

A) True 
 B)False

Question 7

Salespeople who cover both the pros and cons of their market offer while making sales presentations are more likely to be perceived as customer-oriented than those who do not.

Accepted Answer

A) True 
 B)False

Question 8

In a selling context, trust and honesty mean the same thing.

Accepted Answer

A) True 
 B)False

Question 9

What is the term for a salesperson making a claim about a product or its performance without exercising reasonable care to make sure that the claim is accurate?

Accepted Answer

A)  pyramid selling 
B)  express warranty 
C)  misrepresentation 
D)  negligence 
A)  pyramid selling 
B)  express warranty 
C)  misrepresentation 
D)  negligence

Question 10

The introduction to Chapter 2 focuses on Megan Foley, a vice president of an engineering firm. What does Megan suggest that business owners employ as a secret weapon to boost sales and build more solid client relationships?

Accepted Answer

A)  a code of ethics to guide employee behaviour 
B)  a security system for client information 
C)  the power of trust as a competitive differentiator 
D)  using competitive intelligence to improve a product or service offering 
A)  a code of ethics to guide employee behaviour 
B)  a security system for client information 
C)  the power of trust as a competitive differentiator 
D)  using competitive intelligence to improve a product or service offering

Question 11

The dependability of a salesperson's actions is known as predictability.

Accepted Answer

A) True 
 B)False

Question 12

What aspect of trust is addressed by a salesperson who can be relied upon to keep his or her promises?

Accepted Answer

A)  expertise 
B)  dependability 
C)  candour 
D)  compatibility 
A)  expertise 
B)  dependability 
C)  candour 
D)  compatibility

Question 13

According to the textbook, ethics refers to right and wrong conduct of individuals and the institutions of which they are a part.

Accepted Answer

A) True 
 B)False

Question 14

What aspect of trust is addressed by a salesperson who is honest in his or her spoken word and whose presentations are fair and balanced?

Accepted Answer

A)  compatibility 
B)  dependability 
C)  candour 
D)  customer orientation 
A)  compatibility 
B)  dependability 
C)  candour 
D)  customer orientation

Question 15

According to the textbook, why are salespeople interested in ethical behaviour?

Accepted Answer

A)  Sales ethics are closely related to trust, which forms the basis for a successful selling approach in today's marketing environment. 
B)  Sales ethics have changed over time as customers have become more accepting of minor ethical transgressions due to increasingly competitive markets. 
C)  Salespeople have few opportunities to engage in unethical behaviour because of the high visibility of their activities. 
D)  Salespeople must respond to the ethical standards set by their customers. 
A)  Sales ethics are closely related to trust, which forms the basis for a successful selling approach in today's marketing environment. 
B)  Sales ethics have changed over time as customers have become more accepting of minor ethical transgressions due to increasingly competitive markets. 
C)  Salespeople have few opportunities to engage in unethical behaviour because of the high visibility of their activities. 
D)  Salespeople must respond to the ethical standards set by their customers.

Question 16

For salespeople, implementing voice mail is guaranteed to dramatically improve customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 17

With respect to developments in communications technology, how have cell phones had both positive and negative effects on personal selling?

Accepted Answer

A)  Intense competition between cell phone service providers has reduced long distance charges but increased equipment surcharges. 
B)  Cell phones provide for more human interaction than facsimile machines, which is less productive. 
C)  Buyers, sellers, and managers have immediate access to each other. 
D)  Using cell phones cuts down on the amount of paper used in the selling process, which can create problems when attempting to trace mistakes in order processing. 
A)  Intense competition between cell phone service providers has reduced long distance charges but increased equipment surcharges. 
B)  Cell phones provide for more human interaction than facsimile machines, which is less productive. 
C)  Buyers, sellers, and managers have immediate access to each other. 
D)  Using cell phones cuts down on the amount of paper used in the selling process, which can create problems when attempting to trace mistakes in order processing.

Question 18

Which statement best describes the key difference between compatibility/likability and the other dimensions used by salespeople to build trust?

Accepted Answer

A)  Compatibility/likability should also be established with key gatekeepers within the customer's organization in addition to the customer. 
B)  The dimension of compatibility/likability is less important than the other dimensions used to build trust, as customers tend to pay more attention to value created than to emotion. 
C)  Due to sales force turnover, the dimension of compatibility/likability is the least transferable dimension used to build trust. 
D)  It is difficult to prove that a relationship exists between compatibility/likability and purchase intentions. 
A)  Compatibility/likability should also be established with key gatekeepers within the customer's organization in addition to the customer. 
B)  The dimension of compatibility/likability is less important than the other dimensions used to build trust, as customers tend to pay more attention to value created than to emotion. 
C)  Due to sales force turnover, the dimension of compatibility/likability is the least transferable dimension used to build trust. 
D)  It is difficult to prove that a relationship exists between compatibility/likability and purchase intentions.

Question 19

The product liability created when a salesperson makes a claim about a product without exercising reasonable care to see that the claim is accurate is known as negligence.

Accepted Answer

A) True 
 B)False

Question 20

Which statement best describes the relationship between knowledge and trust in a sales context?

Accepted Answer

A)  The more the salesperson knows, the easier it will be to build trust and gain the confidence of buyers. 
B)  The more the buyer knows, the easier it will be to build trust and have confidence in sellers. 
C)  Research has shown that there is no relationship between knowledge and trust in a sales context. 
D)  Salespeople trying to sell to customers who have high levels of product knowledge often find that conversations end in arguments over technical details of the products. 
A)  The more the salesperson knows, the easier it will be to build trust and gain the confidence of buyers. 
B)  The more the buyer knows, the easier it will be to build trust and have confidence in sellers. 
C)  Research has shown that there is no relationship between knowledge and trust in a sales context. 
D)  Salespeople trying to sell to customers who have high levels of product knowledge often find that conversations end in arguments over technical details of the products.

In a selling relationship, the seller defines the meaning of trust.

Trust is composed of a variety of components, including honesty, candour, competence, and customer orientation.

Salespeople's knowledge of their competitors' products will help them better understand their own.

In order for salespeople to fine-tune a market offer to the specific needs of their customers, what part of their knowledge base must be strong?

Knowing and systematically selling the same goods or services at different prices to different buyers is an unethical practice known as price fixing.

Salespeople need be concerned only with knowing the price of their products, and not their company's pricing policies.

Salespeople who cover both the pros and cons of their market offer while making sales presentations are more likely to be perceived as customer-oriented than those who do not.

In a selling context, trust and honesty mean the same thing.

What is the term for a salesperson making a claim about a product or its performance without exercising reasonable care to make sure that the claim is accurate?

The introduction to Chapter 2 focuses on Megan Foley, a vice president of an engineering firm. What does Megan suggest that business owners employ as a secret weapon to boost sales and build more solid client relationships?

The dependability of a salesperson's actions is known as predictability.

What aspect of trust is addressed by a salesperson who can be relied upon to keep his or her promises?

According to the textbook, ethics refers to right and wrong conduct of individuals and the institutions of which they are a part.

What aspect of trust is addressed by a salesperson who is honest in his or her spoken word and whose presentations are fair and balanced?

According to the textbook, why are salespeople interested in ethical behaviour?

For salespeople, implementing voice mail is guaranteed to dramatically improve customer satisfaction.

With respect to developments in communications technology, how have cell phones had both positive and negative effects on personal selling?

Which statement best describes the key difference between compatibility/likability and the other dimensions used by salespeople to build trust?

The product liability created when a salesperson makes a claim about a product without exercising reasonable care to see that the claim is accurate is known as negligence.

Which statement best describes the relationship between knowledge and trust in a sales context?

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

In a selling relationship, the seller defines the meaning of trust.

Trust is composed of a variety of components, including honesty, candour, competence, and customer orientation.

Salespeople's knowledge of their competitors' products will help them better understand their own.

In order for salespeople to fine-tune a market offer to the specific needs of their customers, what part of their knowledge base must be strong?

Knowing and systematically selling the same goods or services at different prices to different buyers is an unethical practice known as price fixing.

Salespeople need be concerned only with knowing the price of their products, and not their company's pricing policies.

Salespeople who cover both the pros and cons of their market offer while making sales presentations are more likely to be perceived as customer-oriented than those who do not.

In a selling context, trust and honesty mean the same thing.

What is the term for a salesperson making a claim about a product or its performance without exercising reasonable care to make sure that the claim is accurate?

The introduction to Chapter 2 focuses on Megan Foley, a vice president of an engineering firm. What does Megan suggest that business owners employ as a secret weapon to boost sales and build more solid client relationships?

The dependability of a salesperson's actions is known as predictability.

What aspect of trust is addressed by a salesperson who can be relied upon to keep his or her promises?

According to the textbook, ethics refers to right and wrong conduct of individuals and the institutions of which they are a part.

What aspect of trust is addressed by a salesperson who is honest in his or her spoken word and whose presentations are fair and balanced?

According to the textbook, why are salespeople interested in ethical behaviour?

For salespeople, implementing voice mail is guaranteed to dramatically improve customer satisfaction.

With respect to developments in communications technology, how have cell phones had both positive and negative effects on personal selling?

Which statement best describes the key difference between compatibility/likability and the other dimensions used by salespeople to build trust?

The product liability created when a salesperson makes a claim about a product without exercising reasonable care to see that the claim is accurate is known as negligence.

Which statement best describes the relationship between knowledge and trust in a sales context?

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