Exam 2: Building Trust and Sales Ethics

An ___________ warranty is a way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give a warranty.

Which of the following is most accurate regarding successful long-term buyer-seller relationships?

It's possible for someone to be candid but not honest.

The question "Do you know what you're talking about?" is addressing which component of trust?

It is possible for salesperson who is honest and customer oriented to not be trustworthy.

In order to better understand how to position their products relative to others in a competitive marketplace, salespeople must possess _____________knowledge.

What does the acronym SMEI stand for?

The salesperson's fairness and straightforwardness of conduct refers to the salespersons degree of _____________.

In order to better understand their own product's position in the market place, salespeople need:

Steve is a new salesperson for XYZ Computer Co. and is responsible for business-to-business sales. Transferring from the engineering staff, Steve knows better than any other salesperson the technical specifications and performance statistics of the computers he sells. Unfortunately, Steve is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis. Steve needs to work on his ____ knowledge.

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

The ability, knowledge, and resources to meet customer expectations are collectively referred to as ___________, one of the components of trust.

Reliability is an important component of trust.

Salespeople may use service to differentiate themselves from their competitors.

Which of the following best describes trust in a buyer-seller context:

Closely tried to predictability is the characteristic of ____________________, one of the components of trust.

The extent of the buyer's competence that he or she can rely on the salesperson's integrity is called_________.

Bribery is considered illegal in this country.

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

Honesty of the spoken word is called ____________, one of the components of trust.