Question 1

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

Accepted Answer

A) it is never appropriate to make conclusions from data without consulting the research department 
B) recording conclusions is a breach of ethics 
C) coworkers could use this information to sabotage your sales 
D) this information could become available to the customer in the future 
E) the competition has access to the same databases you do 
A) it is never appropriate to make conclusions from data without consulting the research department 
B) recording conclusions is a breach of ethics 
C) coworkers could use this information to sabotage your sales 
D) this information could become available to the customer in the future 
E) the competition has access to the same databases you do D

Question 2

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. D

Question 3

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 intelligence

Question 4

A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services.

Accepted Answer

A) True 
 B)False

Question 5

A salesperson's sales manager exerts strong influence on whether the sales rep acts ethically or not.A sales manager may not even be aware of the influence she wields or the effect her words or management techniques have on her employees.Of the following actions by a sales manager,which one could most easily be construed by an employee as a directive to use unethical conduct?

Accepted Answer

A) offering an incentive or prize to salespeople who meet or exceed their quotas 
B) sending an email to the entire department whenever a sales rep closes a sale 
C) telling sales teams that they need to hit their quotas no matter what it takes 
D) modifying sales territories to ensure that key accounts are actively monitored 
E) contacting key accounts to let them know the company stands behind its product 
A) offering an incentive or prize to salespeople who meet or exceed their quotas 
B) sending an email to the entire department whenever a sales rep closes a sale 
C) telling sales teams that they need to hit their quotas no matter what it takes 
D) modifying sales territories to ensure that key accounts are actively monitored 
E) contacting key accounts to let them know the company stands behind its product

Question 6

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 7

Teresa Fallon sends a written proposal to a customer.In the proposal,she compares the specifications of her product and a competing product.If the information about the competing product is not true,she is using a form of defamation called:

Accepted Answer

A) business libel 
B) business slander 
C) product disparagement 
D) puffery 
E) bribery 
A) business libel 
B) business slander 
C) product disparagement 
D) puffery 
E) bribery

Question 8

Reciprocity is sometimes,but not always,unethical behavior.Which of the following situations is an example of reciprocity which is unethical behavior?

Accepted Answer

A) An architect refuses to allow any other builders to build her designs because she doesn't trust the quality of the jobs performed by other builders.The builder does not build designs by other architects because other architects cut corners in the designs. 
B) A plastics company is willing to develop a special process for coating nonstick cooking equipment.As a thank-you,the cooking equipment company allows employees of the plastics company to use the same employee discount its own employees enjoy for purchases of cooking equipment. 
C) A restaurant chef buys all his produce from the local farmers' market.The farmers and workers at the market eat their meals at that restaurant on the days they sell at the market. 
D) A garbage hauling service requires that a hotel chain give a discount to employees of the garbage hauling service in exchange for discounted garbage hauling services for the hotels. 
E) The merchants in one neighborhood of a large city have decided to engage in a "buy local" campaign and to patronize each other whenever possible,even if they could find slightly lower prices in other areas of the city. 
A) An architect refuses to allow any other builders to build her designs because she doesn't trust the quality of the jobs performed by other builders.The builder does not build designs by other architects because other architects cut corners in the designs. 
B) A plastics company is willing to develop a special process for coating nonstick cooking equipment.As a thank-you,the cooking equipment company allows employees of the plastics company to use the same employee discount its own employees enjoy for purchases of cooking equipment. 
C) A restaurant chef buys all his produce from the local farmers' market.The farmers and workers at the market eat their meals at that restaurant on the days they sell at the market. 
D) A garbage hauling service requires that a hotel chain give a discount to employees of the garbage hauling service in exchange for discounted garbage hauling services for the hotels. 
E) The merchants in one neighborhood of a large city have decided to engage in a "buy local" campaign and to patronize each other whenever possible,even if they could find slightly lower prices in other areas of the city.

Question 9

An American company has been working on a business deal in a developing nation.This deal will open an entirely new market to the American company,increase stability in the local economy,and provide jobs to thousands of local workers.When the deal reaches the final phases,the local government asks for a sizable bribe from the American company to move forward with the proper permits to continue with the project.Which of the following is the proper analysis of the situation?

Accepted Answer

A) Paying bribes violates U.S.laws,so the deal may fall through. 
B) Reciprocity is illegal in most foreign countries but not necessarily in the U.S. 
C) U)S.bribery laws are suspended in foreign countries,so paying the bribe is acceptable. 
D) According to U.S.laws,bribes are equivalent to gift giving,so they are an accepted aspect of conducting business. 
E) The U.S.firm must consult the International Uniform Code of Business to determine the legality of the bribe. 
A) Paying bribes violates U.S.laws,so the deal may fall through. 
B) Reciprocity is illegal in most foreign countries but not necessarily in the U.S. 
C) U)S.bribery laws are suspended in foreign countries,so paying the bribe is acceptable. 
D) According to U.S.laws,bribes are equivalent to gift giving,so they are an accepted aspect of conducting business. 
E) The U.S.firm must consult the International Uniform Code of Business to determine the legality of the bribe.

Question 10

Of the following practices,which of the following is most likely to be viewed by both salesperson and customer as unethical?

Accepted Answer

A) The salesperson gives the customer a cut glass paperweight with the company's name engraved on it at the end of December. 
B) A salesperson gives a potential customer tickets for front-row seats at a sold-out concert of the potential customer's favorite singer. 
C) The company throws an annual party for its clients at company headquarters that includes a buffet and open bar. 
D) At a software convention,a software sales rep takes its top five clients out for dinner at an expensive steakhouse. 
E) A railway company gives all of its vendors a 20% discount on passenger rail services. 
A) The salesperson gives the customer a cut glass paperweight with the company's name engraved on it at the end of December. 
B) A salesperson gives a potential customer tickets for front-row seats at a sold-out concert of the potential customer's favorite singer. 
C) The company throws an annual party for its clients at company headquarters that includes a buffet and open bar. 
D) At a software convention,a software sales rep takes its top five clients out for dinner at an expensive steakhouse. 
E) A railway company gives all of its vendors a 20% discount on passenger rail services.

Question 11

The primary focus of trust in transactional sales is trust in the person who sells the product.

Accepted Answer

A) True 
 B)False

Question 12

Differentiate between business slander,business libel,and product disparagement.

Accepted Answer

Business slander: This arises when an un

Question 13

CRM software can most likely help a salesperson to:

Accepted Answer

A) develop better presentation skills 
B) negotiate long-term contracts 
C) fulfill commitments to customers 
D) increase transactional sales 
E) implement the marketing mix 
A) develop better presentation skills 
B) negotiate long-term contracts 
C) fulfill commitments to customers 
D) increase transactional sales 
E) implement the marketing mix

Question 14

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 15

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 16

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 17

Which of the following is most likely a danger of Internet usage in sales?

Accepted Answer

A) changing information about products 
B) sorting customer information with data mining 
C) using extranets to place and monitor customer orders 
D) providing customers with information about competitors 
E) sending inappropriate emails to customers or to each other 
A) changing information about products 
B) sorting customer information with data mining 
C) using extranets to place and monitor customer orders 
D) providing customers with information about competitors 
E) sending inappropriate emails to customers or to each other

Question 18

Anne,a sales representative for a software firm,is heading to Europe for a sales presentation.Anne is unsure about the practice of gift giving and wants to make sure that she is perceived as ethical by the other firm.Which of the following should Anne LEAST likely do in this situation?

Accepted Answer

A) Check the company policy about gift giving. 
B) Ensure that the gift is a small,thoughtful token. 
C) Give the gift before doing any business with the customer. 
D) Avoid giving the impression of buying the customer's favor. 
E) Ensure that the customer views the gift as a gesture of goodwill. 
A) Check the company policy about gift giving. 
B) Ensure that the gift is a small,thoughtful token. 
C) Give the gift before doing any business with the customer. 
D) Avoid giving the impression of buying the customer's favor. 
E) Ensure that the customer views the gift as a gesture of goodwill.

Question 19

Ron,a sales representative for a software firm,is giving a sales presentation to Mona,a buyer for a large manufacturing firm.Making a sale to Mona would double Ron's sales amount for the month and lead to a large commission.As they're engaging in small talk,Mona mentions to Ron that she's a huge fan of the local college football team.Ron's wife works at that college and can get season tickets for the games.What should Ron most likely do?

Accepted Answer

A) Ron should ask Mona more about her interest in the football team to discover if she would like tickets or if she already has her own. 
B) Ron should ask his sales manager after the sales meeting if he should offer Mona tickets to the games. 
C) Ron should assume that by mentioning the team,Mona is subtly letting him know what her preferences are so that he can give her a gift to win her business. 
D) Ron should offer Mona season tickets to the games to influence her to buy the software product he is selling. 
E) Ron should let the comment go and continue with the presentation to win Mona's business on the merits of the product and price. 
A) Ron should ask Mona more about her interest in the football team to discover if she would like tickets or if she already has her own. 
B) Ron should ask his sales manager after the sales meeting if he should offer Mona tickets to the games. 
C) Ron should assume that by mentioning the team,Mona is subtly letting him know what her preferences are so that he can give her a gift to win her business. 
D) Ron should offer Mona season tickets to the games to influence her to buy the software product he is selling. 
E) Ron should let the comment go and continue with the presentation to win Mona's business on the merits of the product and price.

Question 20

Most people employed in the fast-paced business world,which is constantly changing,will adopt or discard values quickly.

Accepted Answer

A) True 
 B)False

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

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

A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services.

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

Teresa Fallon sends a written proposal to a customer.In the proposal,she compares the specifications of her product and a competing product.If the information about the competing product is not true,she is using a form of defamation called:

Reciprocity is sometimes,but not always,unethical behavior.Which of the following situations is an example of reciprocity which is unethical behavior?

Of the following practices,which of the following is most likely to be viewed by both salesperson and customer as unethical?

The primary focus of trust in transactional sales is trust in the person who sells the product.

Differentiate between business slander,business libel,and product disparagement.

CRM software can most likely help a salesperson to:

Withholding information is most likely:

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:

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

Which of the following is most likely a danger of Internet usage in sales?

Anne,a sales representative for a software firm,is heading to Europe for a sales presentation.Anne is unsure about the practice of gift giving and wants to make sure that she is perceived as ethical by the other firm.Which of the following should Anne LEAST likely do in this situation?

Most people employed in the fast-paced business world,which is constantly changing,will adopt or discard values quickly.

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

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

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

A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services.

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

Teresa Fallon sends a written proposal to a customer.In the proposal,she compares the specifications of her product and a competing product.If the information about the competing product is not true,she is using a form of defamation called:

Reciprocity is sometimes,but not always,unethical behavior.Which of the following situations is an example of reciprocity which is unethical behavior?

Of the following practices,which of the following is most likely to be viewed by both salesperson and customer as unethical?

The primary focus of trust in transactional sales is trust in the person who sells the product.

Differentiate between business slander,business libel,and product disparagement.

CRM software can most likely help a salesperson to:

Withholding information is most likely:

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:

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

Which of the following is most likely a danger of Internet usage in sales?

Anne,a sales representative for a software firm,is heading to Europe for a sales presentation.Anne is unsure about the practice of gift giving and wants to make sure that she is perceived as ethical by the other firm.Which of the following should Anne LEAST likely do in this situation?

Most people employed in the fast-paced business world,which is constantly changing,will adopt or discard values quickly.

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