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Exam 2: Building Trust and Sales Ethics

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Question 1

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Andrew is a sales representative for an industrial chemical supplier.He ensures he is never late for appointments with customers and always follows through on promises he makes to them.Because of Andrew's work ethic,his customers perceive him as being:​

A) ​knowledgeable.
B) introverted.
C) ​dependable.
D) ​vulnerable.
E) ​egocentric.

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

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Question 2

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Larger companies typically break their customers into distinct markets.Which of the following statements is true of this sales strategy?

A) ​It involves following a common marketing strategy for all customers.
B) It results in an overall decrease in customer satisfaction.
C) ​It prevents a salesperson from understanding a customer's specific needs.
D) ​It allows a salesperson to become an expert in a line of business.
E) ​It aims at enhancing a buyer's factual knowledge about a product.

F) B) and D)
G) A) and C)

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Question 3

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Jennifer is a salesperson for a business insurance company.Despite putting herself at risk of losing customers,she informs her customers about new company policies that may adversely affect their businesses.In this scenario,Jennifer exhibits _____ behavior.

Salespeople should communicate in the manner their prospects and clients prefer.​

A salesperson should be familiar with his or her company's key personnel from other departments.This helps:

_________ includes information salespeople must have if larger companies break their customers into distinct segments.

_________ is defined as information about buyersthat is gathered over time andfrom very different sourcesthat helps the salespersondetermine consumer needs tobetter serve them.

_________ is a knowledgetool salespeople musthave inorder to quote rates and offerdiscounts on products.

Salespeople are exposed to lesser ethical pressures than individuals in many other occupations.

Relationship selling focuses on an organization's short-term marketing strategy.

In the context of a buyer-seller relationship,which of the following statements is true of trust?​

Companies use GPS tracking systems to track their sales force because:​

_________ includes information salespeoplemust have about the latestapplied sciences.

Bill,a sales representative at a home appliance store,is trying to convince a customer to purchase a particular refrigerator.The customer is confused with so many options available and cannot decide which one to buy.Following traditional selling methods,which of the following should Bill do?

A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer.

A trustworthy salesperson understands doing "anything to get an order" will ultimately strengthen the buyer-seller relationship.

Tony has recently been hired as a salesperson by a logistics company.The company divides its clients into different markets based on their requirements.Tony has been asked to work exclusively with emerging entrepreneurs.To build long-term relationships with his clients,he has to improve his _____.

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?"

Probably the most oversold form of technology in buyer-seller communication is _________.

Robert is a young college graduate who is looking for a sales job in the pharmaceutical industry.In order to better his chances of being selected by employers,he decides to enhance his knowledge of the latest medications in the market.In this scenario,it is evident that Robert is trying to enhance his _____.