Mk 330 Uab Professional Selling Final Exam

Front 1

Knowledge is of little importance when it comes to building trust. T/F

Back 1

False

Front 2

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

Dependable

Customer oriented

Likeable

Candid

Knowledgeable

Back 2

Dependable

Front 3

Which of the following is not one of the most common areas of unethical behavior associated with salespeople? 1)Deceptive practices 2)Illegal activities 3)Non-customer-oriented behavior 4)Poor customer service 5)All of the above.

Back 3

poor customer service

Front 4

Suppose you are salesperson for a sales force automation consulting company. After working with a potential customer for several weeks you determine that a lower-cost and lower margin solution is best for your customer. Although a more expensive and higher margin system will work, by recommending the lower-cost solution you are demonstrating: A) Dependability b)Knowledge c)Likeability d)Customer orientation e)Expertise

Back 4

Customer Orientation

Front 5

Likeability and compatibility can be used to enhance trust building. T/F

Back 5

True

Front 6

Ethics refers to:

a)Correct behavior

b)Right and wrong conduct of individuals and institutions of which they are a part.

c)Moral conduct as determined by the government and society.

d)Laws governing society.

e)All of the above are correct.

Back 6

b)Right and wrong conduct of individuals and institutions of which they are a part

Front 7

Trust is composed of a variety of components, including honesty, candor, competence, and customer orientation. T/F

Back 7

True

Front 8

Sales ethics and trust are unrelated. T/F

Back 8

False

Front 9

The question "Are you being upfront with me" is addressing which component of trust?

Competence or expertise

Candor

Customer orientation

Dependability

Compatibility

Back 9

Candor

Front 10

Building long-term, mutually satisfying relationships with customers requires salespeople to be: Competent, Likeable, Candid, Dependable, All of the above

Back 10

All of the above

Front 11

Which of the following actions taken by salespeople may be considered unethical? Forcing a customer to buy only from the salesperson's organization Misrepresenting their products Offering special inducements to the employees of a prospect Linking the sale of one of the salesperson's products to the purchase of one of the buyer's All of the above may be considered unethical

Back 11

All of the above

Front 12

Anything that is unethical is also illegal. T/F

Back 12

False

Front 13

Salespeople who place as much emphasis on their customer's interests as their own are perceived as being: Dependable Customer oriented Likeable Candid Knowledgeable

Back 13

Customer Oriented

Front 14

Reliability is an important component of trust. true false

Back 14

True

Front 15

Salespeople who, while making sales presentations, cover both the pros and cons of their market offer are more likely than those who do not to be perceived as customer oriented. T/F

Back 15

True

Front 16

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: An expert Candid Compatible Competent Helpful

Back 16

Candid

Front 17

Salespeople who develop expertise in their fields are more likely (than those who do not) to develop trust with their customers. T/F

Back 17

True

Front 18

Which of the following statements is most accurate with respect to sales and ethics? Ethics are universal; they're the same in every country. Ethics are culturally based; they vary from country to country Ethical standards are, by definition, legal standards. It's OK for salespeople to engage in unethical behavior because buyers do all the time.

Back 18

Ethics are culturally based; they vary from country to country

Front 19

Which of the following are considered unethical behavior? Exaggerating product benefits Withholding relevant information from the customer Providing answers to questions to which they do not know the answer All of the above

Back 19

All of the above

Front 20

The question "Can you and your company back up your promises?" is addressing which component of trust? Competence or expertise Candor Customer orientation Dependability Compatibility

Back 20

Dependabilitiy