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Exam 2: Building Trust and Sales Ethics

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Question 51

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The extent of the buyer's confidence that he or she can rely on the salesperson's integrity is called_________.

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Question 52

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Steve is a new salesperson for XYZ Computer Co. and is responsible for business-to-business sales. Transferring from the engineering staff, Steve knows better than any other salesperson the technical specifications and performance statistics of the computers he sells. Unfortunately, Steve is relatively unfamiliar with how businesspeople use the computers on a day-to-day basis. Steve needs to work on his ____ knowledge.

A) Product
B) Competitor
C) Technical
D) Market and Customer
E) Company

F) A) and E)
G) C) and D)

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Question 53

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The act of salespeople placing as much emphasis on the customers' interests as their own is called __________, one of the components of trust.

Voice mail is probably the best way for salespeople to be accessible to every one of their customers.

_________ refers to the right and wrong conduct of individuals and institutions of which there are a part.

A salesperson wishing to limit his or her exposure to legal problems should remember to:

When deciding what is ethical and unethical, a salesperson need only look at what is legal and illegal.

What does the acronym SMEI stand for?

Salespeople may use service to differentiate themselves from their competitors.

Which of the following statements is most accurate with respect to sales and ethics?

________________ is a term used when a buyer relied on the seller's statement in making a purchase decision.

Susan is a new sales rep who does not yet possess a great deal of product knowledge. She is often asked questions to which she does not know the answer. By being up-front with her customers about not knowing the answers, Susan builds trust because she is perceived as:

A salesperson's customers may initiate unethical behavior.

____________ refers to the extent to which a salesperson is marked by impartiality and honesty.

A(n) ___________ warranty is a way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give a warranty.

____________refers to a state of being completely free from concealment: exposed to general view or knowledge.

Technology can often be a barrier to communication between salespeople and their customers.

Most customers will likely assume that salespeople are knowledgeable about the products they're selling.

A buyer asking/thinking the question "Will you recommend what is best for me (buyer) or what is best for you (salesperson) ?" is addressing which component of trust?

The essence of trust is honesty.