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WorksheetsProfessional Salesmanship Chapter 2 Quiz
Total questions: 20
Worksheet time: 20mins
An example of a ideal ethical approach that a sales organization can put in place is:
Telling a sales rep to adhere to laws and competition act during hiring selection process
Establishing ethics training that includes role-plays
Most salespeople that face an unethical sales leadership team will:
Tell competitors so the sales management team will get exposed
Stay and reluctantly participate in the unethical behaviour
A salesperson sees a colleague constantly exaggerate to customers regarding the benefits of a product and then copies that behaviour. What is the best approach for the sales manager to take?
Meet with both salespeople and coach them on how to behave; document approach
Fire both salespeople
A salesperson gives a customer a gift before a major deal to thank the customer for past business. What's the potential problem with this approach?
This could be considered a bribe by the seller
This could be considered a bribe by the buyer
The best way to get salespeople to conform to ethical behaviour is to:
Bring in a motivational speaker
Recognize and reward ethical behaviour and punish unethical behaviour.
This is good example of ethical behaviour by a salesperson:
Pointing out that a competitor has unethical salespeople
Being truthful about competitors and focusing on your own solutions
A person who exhibits integrity is considered someone who can be trusted.
True
False
A big issue with ethics in sales is that very few companies train their salespeople on how to sell to customers based on ethics and integrity.
True
False
LaTasha is a purchasing agent for a large construction company. Jeff is a salesperson for a building materials company and has been calling unsuccessfully on LaTasha for several weeks. LaTasha likes Jeff and believes he is selling a good product. Unfortunately, she does not feel she can rely on him if she ever had a problem with one of the orders. Which of the following best reflects the underlying problem?
Jeff has lied to LaTasha.
Jeff's company needs to work on its ability to deliver orders accurately and on time.
LaTasha doesn't trust Jeff.
LaTasha is simply a tough buyer.
All of the above are correct.
Which of the following best describes trust in a buyer-seller context:
The buyer understands the salesperson
The salesperson is honest with the buyer
The buyer can rely on what the salesperson says or promises to do
The salesperson is able to solve the buyer's needs cost effectively
In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:
Trust the salesperson
Like the salesperson
Know the salesperson
Believe the salesperson is customer-oriented
Which of the following is most accurate regarding successful long-term buyer-seller relationships:
The seller almost always charges the buyer the lowest price possible.
The seller must conceal some cost information from the buyer in order to maintain profitability.
Mutual trust is crucial.
The seller must be honest with the buyer.
The question "Do you know what you're talking about?" is addressing which component of trust?
Competence or expertise
Candor
Customer orientation
Dependability
Compatibility
The question "Will you recommend what is best for me?" is addressing which component of trust?
Competence or expertise
Candor
Customer orientation
Dependability
Compatibility
The question "Are you being open and up-front with me?" is addressing which component of trust?
Competence or expertise
Candor
Customer orientation
Dependability
Compatibility
The question "Can I count on you to be here on time?" is addressing which component of trust?
Competence or expertise
Candor
Customer orientation
Dependability
Compatibility
Bill has been selling vacuum cleaners door-to-door for the past seven years. Recently he took a new job selling industrial cleaning equipment to large factories and institutions. Bill was assigned a territory that contained 35 accounts with which his company has been doing business for several years. Bill is having trouble adjusting from his role as a traditional salesperson to his role as a relational salesperson. Which of the following best reflects one of the key differences between traditional selling and relational selling that may be causing Bill some adjustment trouble.
In his new job, getting orders is not important.
The company he is now working for is not concerned about profits.
With his new job, Bill has to build and maintain long-term relationships.
The customers Bill is now calling on are only concerned about price.
All of the above.
Jennifer is a salesperson for a business insurance company. Recently she told several of her customers about new legislation that may adversely affect their businesses. Jennifer is earning trust because her customers will perceive her as __________.
Likeable
Candid
Dependable
Customer-Oriented
Concerned
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:
Dependability
Knowledge
Likeability
Customer orientation
Expertise
Salespeople often adapt their appearance and communication style to that of their customers. This helps them to build trust because their customers perceive them as being:
Knowledgeable
Candid
Compatible
Customer-Oriented
Experts
