Question 1

Knowledge is of little importance when it comes to building trust.

Accepted Answer

A) True 
 B)False  False

Question 2

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

Accepted Answer

A) True 
 B)False  False

Question 3

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

Accepted Answer

A)  To be customer oriented. 
B)  A high degree of competitor knowledge. 
C)  To be candid. 
D)  A high degree of customer knowledge. 
E)  Both a and c are correct. 
A)  To be customer oriented. 
B)  A high degree of competitor knowledge. 
C)  To be candid. 
D)  A high degree of customer knowledge. 
E)  Both a and c are correct. B

Question 4

Which of the following are considered ethical 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)  None 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)  None of the above

Question 5

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning. Would Martin's comment be considered unethical?

Accepted Answer

A)  Yes, because the information is deceptive, no computer is fast as lightning. 
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, because he is misleading the customer. 
A)  Yes, because the information is deceptive, no computer is fast as lightning. 
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, because he is misleading the customer.

Question 6

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

Accepted Answer

A) True 
 B)False

Question 7

Suppose you are salesperson for a sales force automation consulting company. After working with a potential customer for several weeks you determine that a lower-cost and lower margin solution is best for your customer. Although a more expensive and higher margin system will work, by recommending the lower-cost solution you are demonstrating:

Accepted Answer

A)  Dependability 
B)  Knowledge 
C)  Likeability 
D)  Customer orientation 
E)  Expertise 
A)  Dependability 
B)  Knowledge 
C)  Likeability 
D)  Customer orientation 
E)  Expertise

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

Accepted Answer

A)  Newspapers 
B)  World Wide Web 
C)  Trade magazines 
D)  Trade associations 
E)  All of the above are potential resources 
A)  Newspapers 
B)  World Wide Web 
C)  Trade magazines 
D)  Trade associations 
E)  All of the above are potential resources

Question 10

Salespeople can create product liabilities for their companies.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

Accepted Answer

A)  Providing express warranties 
B)  Over-charging customers 
C)  Misrepresentation 
D)  Negligence 
E)  All of the above can create product liabilities for company 
A)  Providing express warranties 
B)  Over-charging customers 
C)  Misrepresentation 
D)  Negligence 
E)  All of the above can create product liabilities for company

Question 12

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

Accepted Answer

The answer of Honesty of the spoken word is called...

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Trust and honesty mean the same thing.

Accepted Answer

A) True 
 B)False

Question 15

Anything that is unethical is also illegal.

Accepted Answer

A) True 
 B)False

Question 16

Ethical standards are based on society's standards..

Accepted Answer

A) True 
 B)False

Question 17

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

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 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.

Knowledge is of little importance when it comes to building trust.

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

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

Which of the following are considered ethical behavior?

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning. Would Martin's comment be considered unethical?

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

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

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

Salespeople can create product liabilities for their companies.

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

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

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

Trust and honesty mean the same thing.

Anything that is unethical is also illegal.

Ethical standards are based on society's standards..

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

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

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:

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

Filters

Exam 2: Building Trust and Sales Ethics

Knowledge is of little importance when it comes to building trust.

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

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

Which of the following are considered ethical behavior?

Suppose Martin, a laptop computer salesperson, tells one of his customers that his computers are as fast as lightning. Would Martin's comment be considered unethical?

Trust is composed of a variety of components, including compatibility, candor, expertise, and customer orientation.

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

Which of the following are potential resources salespeople may use to increase their market and customer knowledge base?

Salespeople can create product liabilities for their companies.

Which of the following is not one of the ways in which a salesperson can create product liabilities for a company?

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

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

Trust and honesty mean the same thing.

Anything that is unethical is also illegal.

Ethical standards are based on society's standards..

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

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

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:

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

Filters