Question 1

Which of the following statements is most accurate with respect to sales and ethics?

Accepted Answer

A)  Ethics are universal; they're the same in every country. 
B)  Ethics are culturally based; they vary from country to country 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate. 
A)  Ethics are universal; they're the same in every country. 
B)  Ethics are culturally based; they vary from country to country 
C)  Ethical standards are, by definition, legal standards. 
D)  It's OK for salespeople to engage in unethical behavior because buyers do all the time. 
E)  None of the above are accurate.

Question 2

Which of the following training topics does not include information that will help salespeople earn trust?

Accepted Answer

A)  Company policies 
B)  Competitive knowledge 
C)  Product knowledge 
D)  Developing customer relationships 
E)  All of the above will help salespeople learn how to earn trust. 
A)  Company policies 
B)  Competitive knowledge 
C)  Product knowledge 
D)  Developing customer relationships 
E)  All of the above will help salespeople learn how to earn trust.

Question 3

Which of the following most accurately reflects buyers' information needs?

Accepted Answer

A)  Generally speaking, buyers know everything they need to know 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 really don't expect salespeople to be able to provide them with valuable information. 
E)  None of the above. 
A)  Generally speaking, buyers know everything they need to know 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 really don't expect salespeople to be able to provide them with valuable information. 
E)  None of the above.

Question 4

Salespeople who are trusted and perceived as customer oriented may be considered (by their customers) advisers rather than salespeople.

Accepted Answer

A) True 
 B)False

Question 5

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Accepted Answer

A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction. 
A)  Use e-mail because it is quick and can be read/sent anytime of the day or night. 
B)  Use voice mail because most people are familiar with it. 
C)  Use the web/internet because it provides 24 hour access. 
D)  Use whatever communication method the customer prefers. 
E)  Use the telephone because it is inexpensive and allows for two-way interaction.

Question 6

Which of the following is not recognized as a trust builder?

Accepted Answer

A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  All of these are recognized as trust builders 
A)  Customer orientation 
B)  Competence 
C)  Dependability 
D)  Candor 
E)  All of these are recognized as trust builders

Question 7

By definition, salespeople who are honest are trustworthy.

Accepted Answer

A) True 
 B)False

Question 8

The question "Can you and your company back up your promises?" 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 9

Salespeople often adapt their appearance and communication style to that of their customers. This helps them to build trust because their customers perceive them as being:

Accepted Answer

A)  Experts 
B)  Customer oriented 
C)  Compatible 
D)  Candid 
E)  Knowledgeable 
A)  Experts 
B)  Customer oriented 
C)  Compatible 
D)  Candid 
E)  Knowledgeable

Question 10

Sales ethics and trust are unrelated.

Accepted Answer

A) True 
 B)False

Question 11

LaTasha is a purchasing agent for a large construction company. Jeff is a salesperson for a building materials company and has been calling unsuccessfully on LaTasha for several weeks. LaTasha likes Jeff and believes he is selling a good product. Unfortunately, she does not feel she can rely on him if she ever had a problem with one of the orders. Which of the following best reflects the underlying problem?

Accepted Answer

A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct. 
A)  Jeff has lied to LaTasha. 
B)  Jeff's company needs to work on its ability to deliver orders accurately and on time. 
C)  LaTasha doesn't trust Jeff. 
D)  LaTasha is simply a tough buyer. 
E)  All of the above are correct.

Question 12

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

Accepted Answer

A)  An expert 
B)  Candid 
C)  Compatible 
D)  Competent 
E)  Helpful 
A)  An expert 
B)  Candid 
C)  Compatible 
D)  Competent 
E)  Helpful

Question 13

Which of the following are considered unethical behavior?

Accepted Answer

A)  Exaggerating product benefits 
B)  Withholding relevant information from the customer 
C)  Providing answers to questions to which they do not know the answer 
D)  Both b and c 
E)  All of the above 
A)  Exaggerating product benefits 
B)  Withholding relevant information from the customer 
C)  Providing answers to questions to which they do not know the answer 
D)  Both b and c 
E)  All of the above

Question 14

For a salesperson, expertise is closely associated with knowledge of the market.

Accepted Answer

A) True 
 B)False

Question 15

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Accepted Answer

Reliabilit

Question 16

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Accepted Answer

A) True 
 B)False

Question 17

Salespeople who always do what they say they'll do earn trust because buyers perceive them 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 18

Just because a person is dependable does not necessarily mean they are trustworthy.

Accepted Answer

A) True 
 B)False

Question 19

Expertise is unimportant to a salesperson's ability to be perceived as competent.

Accepted Answer

A) True 
 B)False

Question 20

The act of salespeople placing as much emphasis on the customers interest of the room is called __________, one of the components of trust.

Accepted Answer

Customer O

Which of the following statements is most accurate with respect to sales and ethics?

Which of the following training topics does not include information that will help salespeople earn trust?

Which of the following most accurately reflects buyers' information needs?

Salespeople who are trusted and perceived as customer oriented may be considered (by their customers) advisers rather than salespeople.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Which of the following is not recognized as a trust builder?

By definition, salespeople who are honest are trustworthy.

The question "Can you and your company back up your promises?" is addressing which component of trust?

Salespeople often adapt their appearance and communication style to that of their customers. This helps them to build trust because their customers perceive them as being:

Sales ethics and trust are unrelated.

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

Which of the following are considered unethical behavior?

For a salesperson, expertise is closely associated with knowledge of the market.

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Just because a person is dependable does not necessarily mean they are trustworthy.

Expertise is unimportant to a salesperson's ability to be perceived as competent.

The act of salespeople placing as much emphasis on the customers interest of the room is called __________, one of the components of trust.

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

Which of the following statements is most accurate with respect to sales and ethics?

Which of the following training topics does not include information that will help salespeople earn trust?

Which of the following most accurately reflects buyers' information needs?

Salespeople who are trusted and perceived as customer oriented may be considered (by their customers) advisers rather than salespeople.

Technology is providing faster and more efficient ways for salespeople to communicate with their customers. With respect to communication with their customers, whenever possible, salespeople should:

Which of the following is not recognized as a trust builder?

By definition, salespeople who are honest are trustworthy.

The question "Can you and your company back up your promises?" is addressing which component of trust?

Salespeople often adapt their appearance and communication style to that of their customers. This helps them to build trust because their customers perceive them as being:

Sales ethics and trust are unrelated.

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

Which of the following are considered unethical behavior?

For a salesperson, expertise is closely associated with knowledge of the market.

Consistency of a salesperson over time to do what is right is referred to as ___________________.

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Just because a person is dependable does not necessarily mean they are trustworthy.

Expertise is unimportant to a salesperson's ability to be perceived as competent.

The act of salespeople placing as much emphasis on the customers interest of the room is called __________, one of the components of trust.

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