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Exam 2: Building Trust and Sales Ethics

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Question 1

True/False

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Salespeople need to be concerned with knowing not only their own products, but also their competitors' products.

A) True
B) False

Correct Answer

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True

Question 2

Multiple Choice

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What is the term for fees or commissions paid on the recruitment of others to make sales rather than on the basis of product sales?

A) pyramid selling
B) express warranty
C) bait and switch selling
D) predatory pricing

E) C) and D)
F) B) and C)

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Question 3

Multiple Choice

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According to the textbook, in addition to personal ethics, which of the following provides a basis for deciding what is right and wrong in a given situation?

According to the textbook, what is the Canadian Competition Act term for an illegal agreement between sellers to prevent or unduly lessen competition or to unreasonably enhance the price of a product by selling at the same price?

According to a survey of customers discussed in the textbook, a salesperson showing concern for his or her interest rather than the client's is considered unethical.

What is the term for making a false claim about a product or its performance?

Sometimes a firm or an individual deliberately sets prices to incur losses for a long time, either to eliminate a competitor, or to inhibit competition in the expectation that the firm or individual will be able to recoup its losses later by charging prices above competitive levels. According to the textbook, what is the term for this?

Helga is a salesperson for a business insurance company. Recently, she told several of her customers about new legislation that may adversely affect their businesses. How is Helga earning trust?

In the past, popular media such as television programs, movies, and theatre productions have contributed to the negative image of salespeople with respect to unethical behaviour.

As a salesperson for an electrical parts wholesaler, Imad is very careful not to share information with respect to the operations of one of his customers with another. Which aspect of trust does this illustrate?

It is more important for salespeople to carry a good product than to provide good service.

According to the textbook, what is the Canadian Competition Act term for an agreement in which competitors agree in advance who will win a contract based on the tenders submitted?

Which statement best describes a key difference between traditional sales tactics and today's trust-based relationship selling methods?

According to the textbook, how have many companies responded to the increased need for salespeople to have specialized market and customer knowledge?

As a salesperson for a construction materials manufacturer, Rachel focuses on providing her customers with any and all information she has available regarding the products she sells and any interactions that take place between buyer and seller. Which aspect of trust does this illustrate?

Salespeople often adapt their appearance and communication style to that of their customers. How does this help them to build trust?

Which of the following areas of unethical behaviour would include defrauding or conning customers and misusing company assets?

Why should salespeople have a complete understanding of their companies' pricing policies?

Which of the following areas of unethical behaviour would include being dishonest, exaggerating, hustling or scamming customers, and withholding information?

Lina has been selling automobile manufacturing equipment for the past five years and lately has been under considerable pressure to achieve her sales objectives due to poor economic trends in her area. In a recent sales presentation, Lina exaggerated the performance capabilities of the proposed equipment and later received a substantial order from the customer. From an ethical perspective, which of the following statements best describes her situation?