WorksheetsMM 328 ONLINE QUIZ
Total questions: 14
Worksheet time: 7mins
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
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
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
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 "Will you recommend what is best for me?" is addressing which component of trust?
Competence or expertise
Candor
Customer orientation
Dependability
Compatibility
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
Skill and knowledge of salesman is very important to ____ the buyer for speciality
products.
convince
annoy
disregard
accept
By _____ regarding functioning and upkeep the salesman informs about operations and applications of the product.
dancing
waiting
demonstrations
questions
Salesman should be aware of the _____ and credit policies, to negotiate and close the transaction.
markups
products
discounts
sales
Which is a good technique to manage dissatisfied customers?
Indicate there is nothing you can do so the customer will move on
Encourage the customer to voice the complaint so you can understand the issue and try to address it quickly
Give the customer a discount
Blame someone else in your organization so the customer will feel sorry for you
