Question 1

A salesperson wishing to limit his or her exposure to legal problems should remember to:

Accepted Answer

A)  Use factual data rather than general statements of praise during the sales presentation 
B)  Not to try and force the customer to buy only from his or her organization 
C)  Avoid making promises that will be difficult or impossible to honor 
D)  Not tamper with a competitor's product 
E)  Avoid making disparaging comments about a competitor's product without specific evidence 
A)  Use factual data rather than general statements of praise during the sales presentation 
B)  Not to try and force the customer to buy only from his or her organization 
C)  Avoid making promises that will be difficult or impossible to honor 
D)  Not tamper with a competitor's product 
E)  Avoid making disparaging comments about a competitor's product without specific evidence

Question 2

It is almost impossible for new salespeople to be perceived as trustworthy if they do not have an expertise in their field.

Accepted Answer

A) True 
 B)False

Question 3

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

Accepted Answer

A) True 
 B)False

Question 4

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:

Accepted Answer

A)  Dependable 
B)  Customer oriented 
C)  Likeable 
D)  Candid 
E)  Knowledgeable 
A)  Dependable 
B)  Customer oriented 
C)  Likeable 
D)  Candid 
E)  Knowledgeable

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

A salesperson can create an express warranty to which his/her company is legally bound.

Accepted Answer

A) True 
 B)False

Question 7

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

Accepted Answer

A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops. 
A)  Yes, because the information, which his buyer might rely upon, is deceptive. 
B)  Yes, because he is clearly lying to his customer, an act that is illegal. 
C)  No, because it is not reasonable to expect that his customer would take his comment literally. 
D)  No, because it's okay to exaggerate a product's features and benefits when talking with customers. 
E)  Yes, but only if his customer buys the laptops.

Question 8

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 9

The question "Are you being upfront with me" is addressing which component of trust?

Accepted Answer

A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility 
A)  Competence or expertise 
B)  Candor 
C)  Customer orientation 
D)  Dependability 
E)  Compatibility

Question 10

The essence of trust is honesty.

Accepted Answer

A) True 
 B)False

Question 11

Competence is important component of trust.

Accepted Answer

A) True 
 B)False

Question 12

Many companies are spending time covering ethics in their training programs.

Accepted Answer

A) True 
 B)False

Question 13

Maintaining high ethical standards is important if one is to be considered a professional.

Accepted Answer

A) True 
 B)False

Question 14

____________refers to a state of being completely free from concealment: exposed to general you or knowledge.

Accepted Answer

The answer of ____________refers to a state of being completely...

Question 15

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Accepted Answer

The answer of Companies provide extensive ______________to be sure they...

Question 16

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Accepted Answer

A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  Historical knowledge 
A)  Product knowledge 
B)  Competitor knowledge 
C)  Customer knowledge 
D)  Service knowledge 
E)  Historical knowledge

Question 17

Likeability and compatibility can be used to enhance trust building.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Accepted Answer

A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above. 
A)  Deceptive practices 
B)  Illegal activities 
C)  Non-customer-oriented behavior 
D)  Poor customer service 
E)  All of the above.

Question 19

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

Accepted Answer

A)  Competent 
B)  Likeable 
C)  Candid 
D)  Dependable 
E)  All of the above 
A)  Competent 
B)  Likeable 
C)  Candid 
D)  Dependable 
E)  All of the above

Question 20

Possessing strong product, service, and customer knowledge bases helps salespeople do a better job of:

Accepted Answer

A)  creating value-added solutions to the specific needs of their customers. 
B)  competing on price. 
C)  knowing how low they can drop the price and still make a profit. 
D)  increasing profitability by controlling selling expenses. 
E)  manipulating the customer into buying the most profitable solution. 
A)  creating value-added solutions to the specific needs of their customers. 
B)  competing on price. 
C)  knowing how low they can drop the price and still make a profit. 
D)  increasing profitability by controlling selling expenses. 
E)  manipulating the customer into buying the most profitable solution.

A salesperson wishing to limit his or her exposure to legal problems should remember to:

It is almost impossible for new salespeople to be perceived as trustworthy if they do not have an expertise in their field.

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:

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

A salesperson can create an express warranty to which his/her company is legally bound.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

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

The question "Are you being upfront with me" is addressing which component of trust?

The essence of trust is honesty.

Competence is important component of trust.

Many companies are spending time covering ethics in their training programs.

Maintaining high ethical standards is important if one is to be considered a professional.

____________refers to a state of being completely free from concealment: exposed to general you or knowledge.

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Likeability and compatibility can be used to enhance trust building.

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

Possessing strong product, service, and customer knowledge bases helps salespeople do a better job of:

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters

Exam 2: Building Trust and Sales Ethics

A salesperson wishing to limit his or her exposure to legal problems should remember to:

It is almost impossible for new salespeople to be perceived as trustworthy if they do not have an expertise in their field.

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being:

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

A salesperson can create an express warranty to which his/her company is legally bound.

Suppose Martin, a laptop computer salesperson, tells one of his customers that his laptop computers weigh only 4 pounds, and Martin knows that the laptop computers actually weigh 6 pounds. Would Martin's comment be considered unethical?

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

The question "Are you being upfront with me" is addressing which component of trust?

The essence of trust is honesty.

Competence is important component of trust.

Many companies are spending time covering ethics in their training programs.

Maintaining high ethical standards is important if one is to be considered a professional.

____________refers to a state of being completely free from concealment: exposed to general you or knowledge.

Companies provide extensive ______________to be sure they send knowledgeable sales representatives and field.

Which of the following types of knowledge is probably least likely to contribute to a salesperson's expertise?

Likeability and compatibility can be used to enhance trust building.

Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Building long-term, mutually satisfying relationships with customers requires salespeople to be:

Possessing strong product, service, and customer knowledge bases helps salespeople do a better job of:

Overview of Personal Selling

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales 2.0

Filters