Question 1

_____ refers to the quality of being free from danger.

Accepted Answer

A)  Resilience 
B)  Candor 
C)  Security 
D)  Confidentiality 
E)  Restraint

Question 2

_____ refers to the knowledge of a rival company's strengths and weaknesses in the market.

Accepted Answer

A)  Propositional knowledge 
B)  Promotion knowledge 
C)  Customer knowledge 
D)  Competitor knowledge 
E)  Inventory knowledge

Question 3

Sometimes, in a buyer-seller relationship, unethical behavior is not initiated by the salesperson but by the buyer. Which of the following is an example of buyers engaging in unethical behavior?

Accepted Answer

A)  Asking the salesperson to elaborate on the features of other similar products sold in the market, especially those of a rival company 
B)  Asking the salesperson to move him or her up on the order list in exchange for more business in the future 
C)  Asking the selling organization to focus on creating more product liability 
D)  Asking for more discounts on products than what has already been offered 
E)  Asking the salesperson about the service facilities offered by the seller before purchasing the product

Question 4

Which critical variable of trust in a salesperson does the question "Do you know what you are talking about?" most likely address?

Accepted Answer

A)  Expertise 
B)  Candor 
C)  Tenacity 
D)  Resilience 
E)  Compatibility

Question 5

_____ refers to the ability, knowledge, and resources to meet customer expectations.

Accepted Answer

A)  Expertise 
B)  Ethics 
C)  Candor 
D)  Compatibility 
E)  Serviceability

Question 6

"How do your company's prices compare with others in your industry?" is a question that requires a salesperson to use his or her _____.

Accepted Answer

A)  inventory knowledge 
B)  promotion knowledge 
C)  market knowledge 
D)  competitor knowledge 
E)  policy knowledge

Question 7

Which of the following technologies allows non-electronic documents to be transmitted 24 hours a day?

Accepted Answer

A)  A mimeograph 
B)  A facsimile 
C)  A  voice mail 
D)  A  barcode scanner 
E)  A  conveyor system

Question 8

Nora, a salesperson who works for Fifth Leaf Fashions, informs her customers that they can return garments within 30 days of purchase for cash. However, the Fifth Leaf Fashion's return policy states that customers may only exchange garments for other garments and not for cash. In this scenario, it is evident that Nora needs to improve her _____.

Accepted Answer

A)  industry knowledge 
B)  company knowledge 
C)  product knowledge 
D)  promotion knowledge 
E)  price knowledge

Question 9

Josie, a sales professional for a company that manufactures kitchen appliances, is consistently rated by customers as the best salesperson because she has a detailed understanding of all the appliances manufactured by the company, including how they work and how they are made. Given this information, it is evident that Josie possesses sound _____.

Accepted Answer

A)  propositional knowledge 
B)  promotion knowledge 
C)  market knowledge 
D)  inventory knowledge 
E)  product knowledge

Question 10

Salespeople should not use e-mail to send out mass communications to customers and prospects.

Accepted Answer

A) True 
 B)False

Question 11

The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following would be considered an illegal activity in the sales profession?

Accepted Answer

A)  Engaging in fast talking 
B)  Withholding information 
C)  Using the hard-sell approach 
D)  Misusing company assets 
E)  Exaggerating product benefits

Question 13

_____ refers to i nformation salespeople must have about the latest applied sciences.

Accepted Answer

A)  Embedded knowledge 
B)  Technology knowledge 
C)  Process knowledge 
D)  Market knowledge 
E)  Inventory knowledge

Question 14

A salesperson's service mission is to:

Accepted Answer

A)  convince customers to make a purchase at any cost. 
B)  give fewer express warranties. 
C)  maximize the number of sales. 
D)  provide added value for customers. 
E)  practice the hard-sell approach.

Question 15

Which of the following is true of traditional selling?

Accepted Answer

A)  It relied on integrative, win-win, and collaborative negotiation. 
B)  It focused on maintaining long-term relationships. 
C)  It emphasized offering customized products for limited buyers. 
D)  It focused on closing the sale. 
E)  It involved a high level of problem-solving activity.

Question 16

Which of the following correctly reflects a research finding about the sales profession?

Accepted Answer

A)  Consultative tasks do not influence buyer perceptions, trust, and relationship loyalty. 
B)  Perceived ethical treatment is not related to trust in a salesperson and purchase intentions. 
C)  With the passing of years, the value of ethics in the sales profession has reduced substantially. 
D)  Little is known about what service behaviors salespeople can employ to satisfy and build trust with customers. 
E)  Salesforces all over the world are slowly shifting from the relationship marketing paradigm to customer-oriented behavior.

Question 17

"Why should I use your product over the one I am currently using?" is the ultimate question a buyer asks. A salesperson must have _____ to answer this question.

Accepted Answer

A)  inventory knowledge 
B)  promotion knowledge 
C)  customer knowledge 
D)  competitive knowledge 
E)  policy knowledge

Question 18

Information about customers is gathered by companies over time and from very different sources.

Accepted Answer

A) True 
 B)False

Question 19

Today's contemporary selling process is embedded within the relationship marketing paradigm.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following knowledge tools must a salesperson use to answer the question "Can the salesperson give additional discounts to get a potential client whom the company has been after for years?"

Accepted Answer

A)  Price knowledge 
B)  Inventory knowledge 
C)  Technology knowledge 
D)  Market knowledge 
E)  Product knowledge

Exam 2: Building the Trust and Sales Ethics

_____ refers to the quality of being free from danger.

_____ refers to the knowledge of a rival company's strengths and weaknesses in the market.

Sometimes, in a buyer-seller relationship, unethical behavior is not initiated by the salesperson but by the buyer. Which of the following is an example of buyers engaging in unethical behavior?

Which critical variable of trust in a salesperson does the question "Do you know what you are talking about?" most likely address?

_____ refers to the ability, knowledge, and resources to meet customer expectations.

"How do your company's prices compare with others in your industry?" is a question that requires a salesperson to use his or her _____.

Which of the following technologies allows non-electronic documents to be transmitted 24 hours a day?

Salespeople should not use e-mail to send out mass communications to customers and prospects.

The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward.

Which of the following would be considered an illegal activity in the sales profession?

_____ refers to i nformation salespeople must have about the latest applied sciences.

A salesperson's service mission is to:

Which of the following is true of traditional selling?

Which of the following correctly reflects a research finding about the sales profession?

"Why should I use your product over the one I am currently using?" is the ultimate question a buyer asks. A salesperson must have _____ to answer this question.

Information about customers is gathered by companies over time and from very different sources.

Today's contemporary selling process is embedded within the relationship marketing paradigm.

Which of the following knowledge tools must a salesperson use to answer the question "Can the salesperson give additional discounts to get a potential client whom the company has been after for years?"