Deck 2: Ethics Firstthen Customer Relationships

Question 1

Although several federal laws influence record keeping,they are primarily directed at private employers.

Answer 1

True

Question 2

Based on levels of moral development,a Golden Rule salesperson is in the minority among sales personnel.

Answer 2

True

Question 3

If a salesperson has a drug or alcohol problem,a manager has the ethical responsibility to fire the individual based on right-to-work laws.

Answer 3

False

Question 4

Ethical behavior refers to conducting yourself in the proper manner and treating others fairly.

Question 5

An ethical dilemma arises in a situation when each alternative choice has some undesirable elements due to potentially negative ethical consequences.

Question 6

Multiple world religions adhere to the Golden Rule.

Question 7

Today employers have the right to terminate salespeople for poor performance,excessive absenteeism,unsafe conduct,and poor organizational citizenship.

Question 8

Cooperative acceptance means that employees cannot be discriminated against in employment practices and they have the right to be free of sexual and racial harassment.

Question 9

An individual in the pre-conventional stage of morality asks,"What can I get away with?"

Question 10

Josh Damon sells industrial-sized heating and cooling systems.His territory includes Illinois,Iowa,and Missouri.Management at Damon's firm has decided to increase the number of territories in each sales region.Damon will most likely be excited about the opportunity this presents for him to earn more money.

Question 11

A fixed point of reference must be separate from you.

Question 12

Morals refer to people's adherence to right or wrong behavior and right or wrong thinking.

Question 13

An ethical sales manager should set realistic and obtainable goals.

Question 14

Most sales people operate at the conventional level of moral development.

Question 15

Sales representatives at the preconventional moral development level would most likely be unconcerned about lying to customers if getting caught was unlikely.

Question 16

Individuals at the principled moral level base ethical decisions on laws and consequences.

Question 17

At the preconventional moral development level,an individual conforms to the expectations of others.
FALSE

Question 18

The ethical behavior of an employee is influenced by managers,co-workers,and the organization.

Question 19

The world views and belief systems of employees from the same country are typically identical.

Question 20

The Golden Rule of Selling requires people whose personal character is at level 2.

Question 21

The single most important factor in improving the climate for ethical behavior in a sales force is the existence of a detailed code of ethics.

Question 22

The most often misused company assets are automobiles,expense accounts,samples,and damaged-merchandise credits.

Question 23

A code of ethics formally states a company's values regarding social and ethical issues.

Question 24

Durham Building Supplies requires anyone who wants to use its product to purchase only from it;this contractual arrangement is called an exclusive dealership.

Question 25

Which of the following factors has the LEAST influence on an individual's core belief system?

A)physical appearance
B)religious background
C)family upbringing
D)life experiences
E)personality

Question 26

A salesperson who exaggerates about product capabilities may be guilty of misrepresentation.

Question 27

A salesperson competing in a foreign country may end up competing with foreign companies that are allowed to do things considered unethical by U.S.standards.

Question 28

Regardless of whether a buyer is knowledgeable about a product or not,he/she does not have a duty to look beyond the assertions of a salesperson and investigate the product individually.

Question 29

A cooling-off law gives the buyer three weeks to cancel the contract,return any merchandise,and obtain a full refund.

Question 30

It is easy to distinguish between a gift and a bribe.

Question 31

Control systems that monitor and penalize the ethical behavior of salespeople are a useful tool in creating an ethical work environment.

Question 32

Although discrimination on the basis of a person's sex is illegal,there are no laws against sexual harassment.

Question 33

Generally,the more knowledgeable the customer,the greater the chances the court will interpret an incorrect statement by a salesperson as an actionable misrepresentation rather than as sales puffery.

Question 34

Which of the following questions would most likely be asked by a person at the preconventional level of moral development?

A)What can I get away with?
B)What does my family want me to do?
C)What am I legally required to do?
D)What is the right thing to do?
E)What does society expect from me?

Question 35

Integrity,trust,and character are the building blocks of a Golden Rule salesperson's values.

Question 36

Reciprocity occurs when Mario trades a load of firewood for an oil change for his Toyota Tacoma.

Question 37

To prevent sexual harassment,companies rely on top management support,training for all employees,and clear procedures for filing grievances.

Question 38

A salesperson should thoroughly educate all customers before making a sale to avoid future legal problems.

Question 39

Which term refers to the different beliefs people have about the world?

A)Multiculturalism
B)Social morals
C)World ethics
D)Worldview
E)Citizenship

Question 40

A person with integrity is honest without compromise or corruption.

Question 41

In Turkey,a salesperson wants to sell a block of 75 symphony tickets to an Armenian senior citizen center to hand out to its members.If he can sell these remaining tickets,he will receive a $500 bonus.When the center director asks him if there will be adequate security at the event,the Turk assures her the arena has doubled its security force for the event even though no special security arrangements have been made in spite of recent threats made against Armenians.The Turkish salesperson is most likely functioning at the _____ stage of moral development.

A)postconventional
B)principled
C)conventional
D)discretionary
E)preconventional

Question 42

Most federal laws regarding personnel files are directed at:

A)large corporations
B)private firms.
C)government employers.
D)small businesses.
E)publicly-traded companies.

Question 43

Tina perceives herself to be a responsible person because she does not misuse company assets,she is always truthful,and she treats others fairly.She upholds moral and legal laws and conforms to the expectations of others.At which level of moral development is Tina operating?

A)Consensual
B)Principled
C)Conventional
D)Discretionary
E)Preconventional

Question 44

Suzanne,a sales representative at MedEx,a pharmaceutical firm,was being sexually harassed by her manager,Phil.After Suzanne refused to submit to Phil's advances,he threatened to fire her.Suzanne can most likely sue MedEx based on which type of sexual harassment?

A)Hostile environment
B)Cooperative acceptance
C)De facto termination
D)Quid pro quo
E)Employment-at-will

Question 45

Which of the following terms refers to an extra-large customer that generates significantly more revenue for a salesperson than other customers?

A)Balanced account
B)Outsourced account
C)Retail account
D)House account
E)Key account

Question 46

All of the following are involved in the majority of sales people's ethical issues EXCEPT:

A)co-workers.
B)managers.
C)customers.
D)friends.
E)employers.

Question 47

How can an employer reduce its liability in sexual harassment complaints?

A)Requiring thorough background checks
B)Encouraging cross-cultural training exercises
C)Implementing effective internal grievance procedures
D)Monitoring the social environment of employees
E)Utilizing effective recruitment and selection practices

Question 48

On the job,Gary acts purely in his own best interests.He follows the company's rules only to avoid being fired.At what level of moral development is Gary functioning?

A)Principled
B)Consensual
C)Conventional
D)Discretionary
E)Preconventional

Question 49

Which term refers to the rights desired by employees regarding their job security and treatment by employers?

A)Cultural acceptance
B)Human rights
C)Affirmative action
D)Employee rights
E)Workers' compensation

Question 50

Which of the following questions would most likely be asked by a person at the principled level of moral development?

A)What does society expect from me?
B)What is the right thing to do?
C)What am I legally required to do?
D)What does my family want me to do?
E)What can I get away with?

Question 51

According to the text,why do most employees in organizations succumb to questionable ethical standards or only follow formal policies?

A)Most people are in the conventional and principled levels of moral development.
B)Few organizations develop and enforce very stringent codes of ethics.
C)Most people are in the preconventional and conventional levels of moral development.
D)Few people in an organization are considered stakeholders or stockholders.
E)Most people exhibit behavior that is close to the principled level of moral development.

Question 52

According to a survey of adult Americans,people are most likely to base ethical and moral decisions on the:

A)legal outcome.
B)current situation.
C)principle of justice.
D)historical culture.
E)religious standard.

Question 53

Sharon,a salesperson for a greeting card company,is responsible for sales in the northern part of California.Sharon's manager has decided to change Sharon's key account in the territory to a house account.Why would Sharon most likely dislike this decision?

A)Sharon will have to monitor the key account for less pay than she usually earns.
B)Sharon will be demoted from her position in the territory for losing the key account.
C)Sharon will have to share commissions from the key account with the home office.
D)Sharon will lose the commission for the key account.
E)Sharon will have to work from the firm's home office.

Question 54

All of the following may eliminate the need for additional laws governing right and wrong in business settings EXCEPT:

A)stringent codes of ethics.
B)moral organizational cultures.
C)ethical examples from top management.
D)standardization of fixed points of reference.
E)support for corporate social responsibility programs.

Question 55

Two major influences on the ethical behavior of sales personnel are:

A)the organization's employees and the organization itself.
B)the organization's production and finance departments.
C)internal and external organizational environments.
D)national and international policies.
E)the organization's customers and stockholders.

Question 56

According to the U.S.Supreme Court,sexual harassment violates ________ if it is unwelcome and "sufficiently severe" and creates an "abusive working environment."

A)Title VII of the 1964 Civil Rights Act
B)Fair Labor Standards Act
C)Employee Privacy Law
D)Taft-Hartley Act
E)Wagner Act

Question 57

According to the text,your conscience is usually not the best guide for making moral and ethical decisions because it:

A)is at the conventional level
B)remains too stationary
C)changes based on the situation
D)is too distant from the circumstances
E)relies on conflicting belief systems

Question 58

All of the following are characteristics of ethical behavior EXCEPT:

A)being honest with customers.
B)following company policies.
C)showing loyalty to co-workers.
D)treating customers and peers fairly.
E)maintaining personal sales goals.

Question 59

Which of the following is LEAST likely one of the ethical issues faced by most sales managers?

A)Employee rights
B)Sales territories
C)Sales pressure
D)Benefits flexibility
E)Personnel substance abuse

Question 60

A Barna Research study finds that all of the following are primary influences on the ethical and moral decision-making process of Americans EXCEPT:

A)religion
B)books
C)the Internet
D)television
E)family

Question 61

All of the following are employer benefits of respecting employee rights EXCEPT:

A)creating a positive work environment.
B)reducing employee turnover.
C)attracting good employees.
D)reducing legal fees and fines.
E)minimizing union control.

Question 62

_____ are the codes of moral principles and values that govern the behaviors of a person or a group with respect to what is wrong.

A)Laws
B)Ethics
C)Principled heuristics
D)Sociocultural norms
E)Governing norms

Question 63

_____ refers to the right of employees to be treated fairly and with respect regardless of race,sex,national origin,physical disability,age,or religion while on the job.

A)Discretionary approval
B)Hire-at-will
C)Discrimination
D)Cooperative acceptance
E)Terminate-at-will

Question 64

Ethical behavior:

A)assumes that an economic level of social responsibility exists in the organization.
B)assumes that the individual is operating at an unrestricted moral level.
C)refers to following the rules and treating others fairly.
D)assumes that human interaction is reciprocal.
E)refers to adhering to a generic religious principle.

Question 65

Which of the following statements about employee rights is true?

A)Employee rights are based on what the employer deems is fair and equitable
B)The terminate-at-will rule first came about during a 1940 court case
C)Cooperative acceptance is an employee right referring to fair treatment
D)Privacy is only an employee right with private firms not public entities
E)Reciprocity is an employee right guaranteed by federal laws

Question 66

Which of the following statements about ethical dilemmas is true?

A)Ethical dilemmas occur because many ethical standards are not classified.
B)Friends and family are never the cause of an ethical dilemma.
C)Cultural differences are never the source of ethical dilemmas.
D)Ethical dilemmas occur when right and wrong are clearly identified.
E)Ethical dilemmas are rare when the available choices all have unethical elements.

Question 67

Most salespeople operate at what level of moral development?

A)Consensual
B)Principled
C)Conventional
D)Discretionary
E)Responsive

Question 68

According to the text,businesses use the _____ to serve as a universal,practical,and helpful standard for businesspeople.

A)Hindu Mahabharata
B)sayings of Confucius
C)Golden Rule
D)Beatitudes
E)Torah

Question 69

According to the text,a(n)_____ refers to something that provides the correct action to take in any situation and never gets tailored to fit a situation.

A)ethical continuum
B)situational compass
C)ethical talisman
D)fixed point of reference
E)situational barometer

Question 70

All of the following statements about employee termination are true EXCEPT:

A)many early 20^th century courts strictly applied the termination-at-will rule.
B)many 1980s courts ruled in favor of employees by limiting the termination-at-will rule.
C)employers have the right to terminate sales personnel for poor performance.
D)employers have the right to terminate sales personnel for excessive absenteeism.
E)employers have the right to terminate sales personnel for union participation.

Question 71

Courtney Lee works for a travel agency.The company has spent several hundred dollars promoting a trip to a country that is undergoing a great deal of political unrest.Lee has been told that if she wants to keep her job,she needs to get at least three couples to sign up for this trip.Instead,Lee handed in her letter of resignation because she refused to sell a potentially dangerous trip to her customers.Lee is functioning at the _____ level of moral development.

A)biblical
B)principled
C)conventional
D)discretionary
E)preconventional

Question 72

Termination-at-will:

A)is a modern judicial term that came from court decisions in the 1980s.
B)refers to a firm's inability to terminate an employee without just cause.
C)was designed to protect the rights of the employees.
D)was designed to protect the rights of the employers.
E)supports the strategy of downsizing.

Question 73

Which of the following sales personnel activities is considered ethically acceptable behavior?

A)Splitting commissions with fellow employees to win a sales contest
B)Taking the family to Disneyworld and writing it off on the expense account
C)Attending a college course on company time
D)Attending college in the evening but taking an afternoon off to prepare for class
E)Giving a $10 dollar gift to a $10,000 customer

Question 74

Clark is a soft drink salesperson who is enrolled in a vocational technology program that meets at night.From time to time,he takes off most of the day before his night class meets in order to prepare assignments that are due that evening.From an ethical standpoint,it is correct to say that Clark is:

A)guilty of misrepresentation.
B)misusing company assets.
C)cheating.
D)moonlighting.
E)acting quite ethically.

Question 75

Your brother Craig sells art collectibles.He knows that your boss collects early 20^th century baseball memorabilia and he has asked that you introduce him to your boss and to endorse his background as an ethical antiques dealer.You know that in the past Craig has sold some items that were not what he claimed they were and you suspect that some of his baseball memorabilia might be forgeries.Your mother is pressuring you to help your brother make this sale.This is an example of a(n):

A)social impasse.
B)discretionary responsibility.
C)ethical dilemma.
D)policy-based moral development.
E)sales dilemma.

Question 76

Which of the following corporate actions would LEAST likely prevent racial and sexual harassment?

A)Getting the active support of top management in preventing workplace harassment
B)Establishing compensation policies that reward anti-harassment behavior
C)Establishing harassment grievance procedures
D)Providing anti-harassment training to employees
E)Eliminating cooperative acceptance

Question 77

Which of the following would be an example of a salesperson who is moonlighting unethically?

A)A retail sales clerk who works Monday through Friday and is taking a weekend MBA program.
B)A building supply salesperson who sells vacation real estate on company time.
C)A travel agent who sells antiques on the Internet during the weekends.
D)A fire equipment salesperson who demonstrates her equipment to prospects by setting real fires.
E)A retail ad salesperson who tells his wife when store sales are scheduled before they are announced to the public.

Question 78

Which of the following questions is LEAST relevant to the level of pressure a manager places on a salesperson?

A)What are the sales group goals?
B)What motivates the salesperson?
C)What is the industry standard?
D)How big is the territory?
E)What goals are realistic?

Question 79

According to the text,a _____ would tell Rob Loughton he should return the stolen competitive information to its owner without examining it even though the information would more than likely result in a large commission for Loughton.

A)fixed point of reference
B)frame of conventional reference
C)compass point
D)moral sextant
E)directional code of ethics

Question 80

Linda Moore is a commission salesperson whose territory for the last nine years has been the entire state of Virginia.Through hard work she has greatly increased her company's business in the region.Now her manager has decided to split the state into two territories.Moore can most likely expect to:

A)receive additional key accounts.
B)earn more sales revenue.
C)earn less sales revenue.
D)gain more customers.
E)be fired from her job.