Question 1

Executives at Mutual of Omaha would consider which of the following a "Value for Success"?

Accepted Answer

A) focus on profits 
B) focus on hierarchy 
C) focus on order 
D) focus on customers 
E) focus on sales 
A) focus on profits 
B) focus on hierarchy 
C) focus on order 
D) focus on customers 
E) focus on sales D

Question 2

Which of the following is a general guideline that serves as a foundation for a personal code of business ethics?

Accepted Answer

A) Personal selling is a stepping stone to more legitimate careers. 
B) Be honest with yourself and with others. 
C) Tasks come first,relationships second. 
D) Your values should not be in conflict with those of your employer. 
E) Selling is about controlling the interaction adn managing the relationship. 
A) Personal selling is a stepping stone to more legitimate careers. 
B) Be honest with yourself and with others. 
C) Tasks come first,relationships second. 
D) Your values should not be in conflict with those of your employer. 
E) Selling is about controlling the interaction adn managing the relationship. B

Question 3

One of the"half-truths" that has influenced the erosion of character in business is that:"Corporations exist to maximize shareholder value."

Accepted Answer

A) True 
 B)False  True

Question 4

The salesperson should use a standard entertainment activity for all customers to avoid the appearance of favoritism.

Accepted Answer

A) True 
 B)False

Question 5

A salesperson's sales manager exerts strong influence on whether the sales rep acts ethically or not.A sales manager may not even be aware of the influence she wields or the effect her words or management techniques have on her employees.Of the following actions by a sales manager,which one could most easily be construed by an employee as a directive to use unethical conduct?

Accepted Answer

A) A sales manager could offer an incentive or prize to salespeople who meet or exceed their quotas. 
B) A sales manager could send an email to the entire department whenever a sales rep closes a sale. 
C) A sales manager could attempt to motivate her staff by telling them they need to hit their quotas no matter what it takes. 
D) A sales manager could institute a Gold Circle for Excellence designation for sales reps who hit or exceed their quotas four or more quarters in a row. 
E) A sales manager could provide backup to her employees by calling on their biggest accounts every few months to let them know the company stands behind its product. 
A) A sales manager could offer an incentive or prize to salespeople who meet or exceed their quotas. 
B) A sales manager could send an email to the entire department whenever a sales rep closes a sale. 
C) A sales manager could attempt to motivate her staff by telling them they need to hit their quotas no matter what it takes. 
D) A sales manager could institute a Gold Circle for Excellence designation for sales reps who hit or exceed their quotas four or more quarters in a row. 
E) A sales manager could provide backup to her employees by calling on their biggest accounts every few months to let them know the company stands behind its product.

Question 6

Reciprocity,as a corporate policy,is:

Accepted Answer

A) always a breach of ethics 
B) illegal in the US,but not in other countries 
C) only a worry if the heads of the companies know each other personally 
D) easier to navigate if the companies are in different industries 
E) occasionally a form of corporate blackmail 
A) always a breach of ethics 
B) illegal in the US,but not in other countries 
C) only a worry if the heads of the companies know each other personally 
D) easier to navigate if the companies are in different industries 
E) occasionally a form of corporate blackmail

Question 7

If you view your employer's instructions or influence as improper,then you should

Accepted Answer

A) report your company to your industry's governing body 
B) do what everyone else is doing 
C) compromise your values in order to keep your job 
D) voice opposition to the practice if it is in conflict with your value system 
E) follow the lead of your colleagues 
A) report your company to your industry's governing body 
B) do what everyone else is doing 
C) compromise your values in order to keep your job 
D) voice opposition to the practice if it is in conflict with your value system 
E) follow the lead of your colleagues

Question 8

A sales rep gets the latest performance reports on the main product he sells and is not happy.His product performs slightly behind that of his closest competitor,and he is afraid that this will lose some current customers or at least prevent him from winning new ones.The Research and Development team have made some major improvements in the product,but the next performance report is not due out for another six months.What should the sales rep do to prevent losing customers?

Accepted Answer

A) He should pretend that the recent performance report has not come out and tell his customers that he doesn't know when it will be out. 
B) He should change the numbers just slightly on the performance report,not enough to make it perform substantially better than the competition,just enough to make it perform equally. 
C) He should avoid direct contact with his customers until the next performance report comes out. 
D) He should expose the performance report but explain to his customers that the product has been improved and that those numbers will be out in six months. 
E) He should change the numbers for the competitor so it looks as if the two companies' products perform equally. 
A) He should pretend that the recent performance report has not come out and tell his customers that he doesn't know when it will be out. 
B) He should change the numbers just slightly on the performance report,not enough to make it perform substantially better than the competition,just enough to make it perform equally. 
C) He should avoid direct contact with his customers until the next performance report comes out. 
D) He should expose the performance report but explain to his customers that the product has been improved and that those numbers will be out in six months. 
E) He should change the numbers for the competitor so it looks as if the two companies' products perform equally.

Question 9

In the fields of selling,there are both ________ standards and ________ standards.

Accepted Answer

The answer of In the fields of selling,there are both...

Question 10

A small company in a tightly-contested market discovers that their closest competitor's sales reps have been saying negative and untrue things about the company's products and service to their main customers.Their longest customer calls the company's CEO,concerned about these claims,and the CEO realizes that the company is in danger of losing business from these claims.What should the company do?

Accepted Answer

A) Take out a full-page ad in the local newspaper disputing the claims with facts and stating that the competitor has been lying to customers. 
B) Talk to its customers in person to give them the facts and research that show the truth,and telling them to ask for the competitors' claims in writing before they believe anything 
C) The CEO of the company should call the CEO of the other company and divide up the local market so no one has to engage in duplicitous sales tactics anymore. 
D) Take the other company to court for slander unless they issue a full public apology. 
E) Engage in a counter-information campaign to spread negative information about the other company as a means of evening the playing field. 
A) Take out a full-page ad in the local newspaper disputing the claims with facts and stating that the competitor has been lying to customers. 
B) Talk to its customers in person to give them the facts and research that show the truth,and telling them to ask for the competitors' claims in writing before they believe anything 
C) The CEO of the company should call the CEO of the other company and divide up the local market so no one has to engage in duplicitous sales tactics anymore. 
D) Take the other company to court for slander unless they issue a full public apology. 
E) Engage in a counter-information campaign to spread negative information about the other company as a means of evening the playing field.

Question 11

What would be an easy way a company could discourage unethical behaviors by its employees?

Accepted Answer

A) Having a zero tolerance policy so anyone suspected of unethical behavior would be immediately terminated. 
B) Require all potential hires to have completed a privately-conducted ethics course before submitting their applications for employment. 
C) Allow employees to unionize so their actions will be dictated by the union. 
D) Change the Employee of the Month program to celebrate the employee with the fewest ethical violations. 
E) Write up their ethical code,refer to it as a company value in the employee handbook and on the website,and ask management to adhere to it strictly to lead by example. 
A) Having a zero tolerance policy so anyone suspected of unethical behavior would be immediately terminated. 
B) Require all potential hires to have completed a privately-conducted ethics course before submitting their applications for employment. 
C) Allow employees to unionize so their actions will be dictated by the union. 
D) Change the Employee of the Month program to celebrate the employee with the fewest ethical violations. 
E) Write up their ethical code,refer to it as a company value in the employee handbook and on the website,and ask management to adhere to it strictly to lead by example.

Question 12

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

Accepted Answer

A) it is never appropriate to make conclusions from data without consulting the research department 
B) recording conclusions is a breach of ethics 
C) coworkers could use this information to sabotage your sales 
D) this information could become available to the customer in some form at a later date 
E) the competition has access to the same databases you do 
A) it is never appropriate to make conclusions from data without consulting the research department 
B) recording conclusions is a breach of ethics 
C) coworkers could use this information to sabotage your sales 
D) this information could become available to the customer in some form at a later date 
E) the competition has access to the same databases you do

Question 13

Taking time to establish a proper rapport with customers results in:

Accepted Answer

A) guaranteed sales 
B) open communication 
C) a faster sales cycle 
D) a slower sales cycle 
E) lower commissions 
A) guaranteed sales 
B) open communication 
C) a faster sales cycle 
D) a slower sales cycle 
E) lower commissions

Question 14

Harold Timmons is in a position to close a large sale if he conceals certain information that the customer needs to make an intelligent buying decision.His sales manager encourages him to withhold the information and says,"You will not be breaking any law." In this case,the salesperson must be guided by the following ethical guideline:

Accepted Answer

A) A salesperson's ethical sense must extend beyond the legal definition of what is right and wrong. 
B) Caveat emptor. 
C) The code of ethics established by the company should guide all ethical decisions. 
D) The organization's moral tone is established primarily by salespeople who have daily customer contact. 
E) An action is ethical if a salesperson could defend it successfully to a group of peers. 
A) A salesperson's ethical sense must extend beyond the legal definition of what is right and wrong. 
B) Caveat emptor. 
C) The code of ethics established by the company should guide all ethical decisions. 
D) The organization's moral tone is established primarily by salespeople who have daily customer contact. 
E) An action is ethical if a salesperson could defend it successfully to a group of peers.

Question 15

Many business organizations,professional associations and certification agencies have established written codes of ethics.

Accepted Answer

A) True 
 B)False

Question 16

The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.

Accepted Answer

A) True 
 B)False

Question 17

________ are deeply held personal beliefs and preferences.

Accepted Answer

The answer of ________ are deeply held personal beliefs and...

Question 18

When a customer reveals confidential information about a competitor to a salesperson,the preferred course of action is for the salesperson to

Accepted Answer

A) preserve the confidentiality of information they receive 
B) accurately relate the details to his/her top management 
C) inform the competing company about the useful information in exchange for a sale 
D) request that the customer not comment further because of the conflict of interest 
E) clarify the details to make sure he or she understands correctly 
A) preserve the confidentiality of information they receive 
B) accurately relate the details to his/her top management 
C) inform the competing company about the useful information in exchange for a sale 
D) request that the customer not comment further because of the conflict of interest 
E) clarify the details to make sure he or she understands correctly

Question 19

Which of the following is a true statement regarding the relationship between attitudes,behavior and values?

Accepted Answer

A) Attitudes influence behavior,which in turn influences values. 
B) Behavior influences attitudes,which in turn influence values. 
C) Values influence attitudes,which in turn influence behavior. 
D) Attitudes influence values,which in turn influence behavior. 
E) Although all three are related,there is no established sequence of influence. 
A) Attitudes influence behavior,which in turn influences values. 
B) Behavior influences attitudes,which in turn influence values. 
C) Values influence attitudes,which in turn influence behavior. 
D) Attitudes influence values,which in turn influence behavior. 
E) Although all three are related,there is no established sequence of influence.

Question 20

The Uniform Commercial Code is a legal guide to a narrow range of transactions between the seller and the buyer.

Accepted Answer

A) True 
 B)False

Executives at Mutual of Omaha would consider which of the following a "Value for Success"?

Which of the following is a general guideline that serves as a foundation for a personal code of business ethics?

One of the"half-truths" that has influenced the erosion of character in business is that:"Corporations exist to maximize shareholder value."

The salesperson should use a standard entertainment activity for all customers to avoid the appearance of favoritism.

Reciprocity,as a corporate policy,is:

If you view your employer's instructions or influence as improper,then you should

In the fields of selling,there are both standards and standards.

What would be an easy way a company could discourage unethical behaviors by its employees?

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

Taking time to establish a proper rapport with customers results in:

Many business organizations,professional associations and certification agencies have established written codes of ethics.

The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.

________ are deeply held personal beliefs and preferences.

When a customer reveals confidential information about a competitor to a salesperson,the preferred course of action is for the salesperson to

Which of the following is a true statement regarding the relationship between attitudes,behavior and values?

The Uniform Commercial Code is a legal guide to a narrow range of transactions between the seller and the buyer.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 5: Ethics: the Foundation for Relationships in Selling

Executives at Mutual of Omaha would consider which of the following a "Value for Success"?

Which of the following is a general guideline that serves as a foundation for a personal code of business ethics?

One of the"half-truths" that has influenced the erosion of character in business is that:"Corporations exist to maximize shareholder value."

The salesperson should use a standard entertainment activity for all customers to avoid the appearance of favoritism.

Reciprocity,as a corporate policy,is:

If you view your employer's instructions or influence as improper,then you should

In the fields of selling,there are both ________ standards and ________ standards.

What would be an easy way a company could discourage unethical behaviors by its employees?

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

Taking time to establish a proper rapport with customers results in:

Many business organizations,professional associations and certification agencies have established written codes of ethics.

The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.

________ are deeply held personal beliefs and preferences.

When a customer reveals confidential information about a competitor to a salesperson,the preferred course of action is for the salesperson to

Which of the following is a true statement regarding the relationship between attitudes,behavior and values?

The Uniform Commercial Code is a legal guide to a narrow range of transactions between the seller and the buyer.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

In the fields of selling,there are both standards and standards.