Question 1

What form of business defamation arises when an unfair and untrue oral statement is made about a competitor?

Accepted Answer

A)  business libel 
B)  reciprocity 
C)  bribery 
D)  puffery 
E)  business slander 
A)  business libel 
B)  reciprocity 
C)  bribery 
D)  puffery 
E)  business slander

Question 2

Culture is the sum total of beliefs,values,knowledge,ethnic customs,and objects that people use to adapt to their environment.

Accepted Answer

A) True 
 B)False

Question 3

If a potential client hints that they will give you a sale if you give them a gift,you should most likely:

Accepted Answer

A)  give the potential customer a gift 
B)  tell your sales manager you are giving the customer a gift in exchange for the sale 
C)  report this to your sales manager and ask for help turning the customer down 
D)  report the customer to the Better Business Bureau or other oversight group 
E)  refer the potential customer to another vendor who will participate in bribery 
A)  give the potential customer a gift 
B)  tell your sales manager you are giving the customer a gift in exchange for the sale 
C)  report this to your sales manager and ask for help turning the customer down 
D)  report the customer to the Better Business Bureau or other oversight group 
E)  refer the potential customer to another vendor who will participate in bribery

Question 4

People with high levels of ________ tend to display the characteristics needed for success in sales,such as self-awareness,self-confidence,empathy,and adaptability.

Accepted Answer

emotional

Question 5

Withholding information is most likely:

Accepted Answer

A)  another name for reciprocity 
B)  legal and always ethical 
C)  only unethical if done under duress 
D)  the only logical course of action 
E)  similar to lying in some cases 
A)  another name for reciprocity 
B)  legal and always ethical 
C)  only unethical if done under duress 
D)  the only logical course of action 
E)  similar to lying in some cases

Question 6

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

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 7

Edward,a pharmaceutical sales representative,tends to focus primarily on highlighting product features and making quick sales when interacting with customers.Sometimes,Edward misleads customers about the benefits and side effects of certain medications.Edward's sales manager has noticed that Edward's customer retention rate is very low and is concerned about Edward's personal code of ethics.What is the best advice that the sales manager could give to Edward?

Accepted Answer

A)  View personal selling as transactional. 
B)  Develop strategic alliances for profitability. 
C)  Focus on tasks first and relationships second. 
D)  Build customer relationships based on honesty. 
E)  Behaviors are the foundation for values and attitudes. 
A)  View personal selling as transactional. 
B)  Develop strategic alliances for profitability. 
C)  Focus on tasks first and relationships second. 
D)  Build customer relationships based on honesty. 
E)  Behaviors are the foundation for values and attitudes.

Question 8

The major outcome of a business agreement based on reciprocity is a mutual exchange of benefits.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

In the partnering-style seller/buyer relationship,what is the foundation for creating value?

Accepted Answer

A)  emotional intelligence 
B)  communication skills 
C)  customer-oriented strategies 
D)  organizational policies 
E)  ethical decision making 
A)  emotional intelligence 
B)  communication skills 
C)  customer-oriented strategies 
D)  organizational policies 
E)  ethical decision making

Question 11

A salesperson from Company A discovers that salespeople from Company B have been telling customers that Company A's safety records are falsified.The most ethical action a sales manager from Company A can take to remedy the situation is:

Accepted Answer

A)  have Company A's safety records audited and publish the results of the audit on their website, and ask Company A's salespeople to direct customers to them 
B)  tell Company A's salespeople to match the actions of Company B's salespeople by implying that Company B's safety records may be falsified 
C)  file an anonymous complaint with the Attorney General in the state in which both companies operate 
D)  pay a visit to the corporate offices of Company B and threaten Company B's sales managers with a pricing war unless Company B's sales reps stop spreading false rumors 
E)  create a website detailing the safety records of all the companies in the industry so consumers can compare easily 
A)  have Company A's safety records audited and publish the results of the audit on their website, and ask Company A's salespeople to direct customers to them 
B)  tell Company A's salespeople to match the actions of Company B's salespeople by implying that Company B's safety records may be falsified 
C)  file an anonymous complaint with the Attorney General in the state in which both companies operate 
D)  pay a visit to the corporate offices of Company B and threaten Company B's sales managers with a pricing war unless Company B's sales reps stop spreading false rumors 
E)  create a website detailing the safety records of all the companies in the industry so consumers can compare easily

Question 12

Respond to the following idea: "Ethics are not a matter of law alone.A salesperson's ethical sense must extend beyond the legal definition of what is right or wrong."

Accepted Answer

To view ethics only in terms of what is

Question 13

In consultative sales,the customer's primary focus is a trustworthy:

Accepted Answer

A)  product 
B)  salesperson 
C)  organization 
D)  culture 
E)  industry 
A)  product 
B)  salesperson 
C)  organization 
D)  culture 
E)  industry

Question 14

The Uniform Commercial Code is a legal guide that strives to reduce the number of telemarketing calls.

Accepted Answer

A) True 
 B)False

Question 15

Taking time to establish a proper rapport with customers will most likely lead to:

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 16

It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.

Accepted Answer

A) True 
 B)False

Question 17

Raj,a sales representative for a software firm,Orion,is giving a sales presentation to Marion,a buyer for a large manufacturing firm,Global-Tech.A sales agreement between the two firms would establish a partnering relationship and a strategic alliance.Which of the following questions is most important to Marion as she makes a buying decision?

Accepted Answer

A)  Is Raj a well-qualified sales representative? 
B)  Can Raj be trusted to offer viable solutions? 
C)  Will Raj's product be delivered in a timely manner? 
D)  What competencies can Orion provide to Global-Tech? 
E)  Are the values and principles of Orion and Global-Tech similar? 
A)  Is Raj a well-qualified sales representative? 
B)  Can Raj be trusted to offer viable solutions? 
C)  Will Raj's product be delivered in a timely manner? 
D)  What competencies can Orion provide to Global-Tech? 
E)  Are the values and principles of Orion and Global-Tech similar?

Question 18

Which of the following would be most helpful to salespeople in dealing with bribery?

Accepted Answer

A)  a well-established corporate policy on bribing 
B)  knowing that bribery is sometimes illegal 
C)  knowing that bribery is often unethical 
D)  a sales manager who has given bribes in the past 
E)  college coursework on bribery 
A)  a well-established corporate policy on bribing 
B)  knowing that bribery is sometimes illegal 
C)  knowing that bribery is often unethical 
D)  a sales manager who has given bribes in the past 
E)  college coursework on bribery

Question 19

Martin,a sales representative for a computer firm,receives the latest performance report on the main product he sells.Unfortunately,Martin's product performs slightly behind that of the closest competitor,and Martin is afraid that this information will cause him to lose customers.The research and development team has made some major improvements in the product,but the next performance report is not due out for another six months.What should Martin most likely do to prevent the loss of 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 on the performance report to indicate that his product performs better than the competition's product. 
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 customers that the product has been improved and new data will be available 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 on the performance report to indicate that his product performs better than the competition's product. 
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 customers that the product has been improved and new data will be available in six months. 
E)  He should change the numbers for the competitor so it looks as if the two companies' products perform equally.

Question 20

Daniel Santiago has just taken a job as a sales rep with a family-owned company that uses its ethics as part of its marketing campaign with the slogan,"Without integrity,service means nothing." After calling on several clients,however,he discovers that the sales rep who previously had his territory was giving kickbacks to customers in exchange for exclusive contracts with the company.Daniel is fairly certain that his sales manager is not aware of this arrangement.What should Daniel most likely do?

Accepted Answer

A)  Daniel should say nothing and continue the kickback plan his predecessor started because it seems to be the norm in this industry. 
B)  Daniel should avoid causing waves with his sales manager and go along with the kickbacks for now, but tell his clients that he will not be able to continue them in the future. 
C)  Daniel should meet with his sales manager immediately to discuss the situation and ask for guidance in how to tell the clients that he cannot continue the kickbacks. 
D)  Daniel should tell the clients that he cannot continue the kickbacks and say nothing to the sales manager if he loses clients that his predecessor worked to develop. 
E)  Daniel should leave the company and look for a position in a firm that does not have a mechanism for giving kickbacks. 
A)  Daniel should say nothing and continue the kickback plan his predecessor started because it seems to be the norm in this industry. 
B)  Daniel should avoid causing waves with his sales manager and go along with the kickbacks for now, but tell his clients that he will not be able to continue them in the future. 
C)  Daniel should meet with his sales manager immediately to discuss the situation and ask for guidance in how to tell the clients that he cannot continue the kickbacks. 
D)  Daniel should tell the clients that he cannot continue the kickbacks and say nothing to the sales manager if he loses clients that his predecessor worked to develop. 
E)  Daniel should leave the company and look for a position in a firm that does not have a mechanism for giving kickbacks.

What form of business defamation arises when an unfair and untrue oral statement is made about a competitor?

Culture is the sum total of beliefs,values,knowledge,ethnic customs,and objects that people use to adapt to their environment.

If a potential client hints that they will give you a sale if you give them a gift,you should most likely:

People with high levels of ________ tend to display the characteristics needed for success in sales,such as self-awareness,self-confidence,empathy,and adaptability.

Withholding information is most likely:

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

The major outcome of a business agreement based on reciprocity is a mutual exchange of benefits.

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

In the partnering-style seller/buyer relationship,what is the foundation for creating value?

A salesperson from Company A discovers that salespeople from Company B have been telling customers that Company A's safety records are falsified.The most ethical action a sales manager from Company A can take to remedy the situation is:

Respond to the following idea: "Ethics are not a matter of law alone.A salesperson's ethical sense must extend beyond the legal definition of what is right or wrong."

In consultative sales,the customer's primary focus is a trustworthy:

The Uniform Commercial Code is a legal guide that strives to reduce the number of telemarketing calls.

Taking time to establish a proper rapport with customers will most likely lead to:

It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.

Which of the following would be most helpful to salespeople in dealing with bribery?

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 Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

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 3: Ethics: the Foundation for Partnering Relationships That Create Value

What form of business defamation arises when an unfair and untrue oral statement is made about a competitor?

Culture is the sum total of beliefs,values,knowledge,ethnic customs,and objects that people use to adapt to their environment.

If a potential client hints that they will give you a sale if you give them a gift,you should most likely:

People with high levels of ________ tend to display the characteristics needed for success in sales,such as self-awareness,self-confidence,empathy,and adaptability.

Withholding information is most likely:

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

The major outcome of a business agreement based on reciprocity is a mutual exchange of benefits.

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

In the partnering-style seller/buyer relationship,what is the foundation for creating value?

A salesperson from Company A discovers that salespeople from Company B have been telling customers that Company A's safety records are falsified.The most ethical action a sales manager from Company A can take to remedy the situation is:

Respond to the following idea: "Ethics are not a matter of law alone.A salesperson's ethical sense must extend beyond the legal definition of what is right or wrong."

In consultative sales,the customer's primary focus is a trustworthy:

The Uniform Commercial Code is a legal guide that strives to reduce the number of telemarketing calls.

Taking time to establish a proper rapport with customers will most likely lead to:

It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.

Which of the following would be most helpful to salespeople in dealing with bribery?

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 Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

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