Chapters 2 & 3
Integrity and trust form the attributes that make up and distinguish an organization and its salesperson. These attributes are often referred to as _______.
Character
In the context of the Core Principles, former President George W. Bush stated that business decisions should be guided by _____. A) political ideologies B) soft authoritarianism C) religious beliefs D) true professionalism
D
If an exclusive dealership lessens competition, it is prohibited under _____. A) the Militia Act B) the Sarbanes-Oxley Act C) the Robinson-Patman Act D) the Clayton Act
D
Conventional level
The person conforms to the expectations of others, such as family, friends, employer, boss, or society, and upholds moral and legal laws.
Principled level
The person lives by an internal set of morals, values, and ethics regardless of punishments or majority opinion.
True or false: The ethical considerations sales managers experience are the level of sales pressure to place on a salesperson, decisions related to a salesperson's territory, whether to be honest with the salesperson, what to do with an ill salesperson, and employee rights. True/False
True Because: Reason: This is true. Many sales practices are in a gray area somewhere between completely ethical and completely unethical. Five ethical considerations sales managers face are the level of sales pressure to place on a salesperson, decisions concerning a salesperson's territory, whether to be honest with the salesperson, what to do with an ill salesperson, and employee rights.
A formal statement of a company's values concerning ethics and social issues is called a(n) _______ _______ _______.
code of ethics
To buy a particular line of merchandise, a buyer may be required to buy other, unwanted products. This is called a(n) _______ - ________ ________.
tie-in sales
Sometimes an organization may put managers and/or salespeople in positions that force them to choose among compromising their ethics, not doing what is required, or leaving the organization. The choice mainly depends on the _____. A) importance of the situation B) employees' self-interests C) educational backgrounds of the people involved D) work experience of the people involved
A
Which of the following defines ethical behavior? A) Treating other individuals fairly B) Manipulating other individuals C) Being guided by self-interests D) Being pride and ego driven
A
The _______ _______ process describes the problem-solving procedure a firm uses to meet its goals and objectives, as it relates to making purchases.
organizational buying (process)
People's different beliefs about the world around them are referred to as their ______, and it is because of these beliefs that they tend to have different views on ethics and morality.
worldview
In a general sense, the codes of moral principles and values that govern the behaviors of a person or a group with respect to what is right or wrong are called _____. A) ethics B) metrics C) aesthetics D) heuristics
A
Allisa Corp. agrees to buy computers from TechnoYes Inc. if TechnoYes Inc. agrees to buy the furniture manufactured by Allisa Corp. In the context of ethics in dealing with customers, this scenario exemplifies the concept of _____. A) reciprocity B) moonlighting C) backdoor selling D) cooperative acceptance
A
Identify a true statement about people in a buying situation that involves extensive decision making. A) They believe that much more is at stake in making these decisions relative to other buying decisions. B) They give little or no thought or time to the extensive purchase; they fully realize the product's benefits. C) They have less involvement in buying decisions in terms of shopping time than in the routine purchase decision. D) They know the general qualities of goods in the product class and are familiar with each brand's features.
A
When first meeting a buyer, a salesperson should first determine the buyer's major buying need. Which of the following should the salesperson do next? A) The salesperson should associate the buyer's needs with the product's benefits. B) The salesperson should briefly explain the disadvantages of competitors' products. C) The salesperson should run a trial close and ask for a purchase order from the buyer. D) The salesperson should ask the buyer to conduct a product information evaluation.
A
Which of the following were the findings of a number of surveys to determine managers' views of business ethics? (Check all that apply.) A) All managers lower their ethical standards to meet job goals. B) Business ethics can be affected by an employee's superior and by the company environment. C) All managers think that they face ethical problems. D) Managers are more ethical with people they do not know than with their friends.
B, C
A clothing manufacturer has a sales contest that starts in March. In March, Paul, one of the salespeople, ships products that are not required by a customer with the customer's permission. He ensures that the customer holds the products until payment is due and returns them to the company after the contest is over. Which of the following unethical practices followed by sales personnel is most likely exemplified in this scenario? A) Backdoor selling B) Relationship selling C) Moonlighting D) Cheating
D
Rights desired by employees regarding their job security and their treatment by employers while on the job, irrespective of whether those rights are currently protected by law or collective bargaining agreements of labor unions, are called ______ ______.
Employee Rights
In the context of an organizational buying situation, a group of employees involved in the decision-making process is often called the _______ _______.
buying center
Barna Research is conducting an ongoing study of sources influencing Americans' ethical and moral decision-making processes. Which of the following were identified by Barna Research in early returns as the leading influencers in American society? (Check all that apply.) A) Family B) Public policy and law C) National history D) Movies E) Traveling
A, B, D
Identify a true statement about people in a buying situation that involves limited decision making. A) They need to give little or no thought or time to the purchase of a product, and they fully realize the product's benefits. B) They believe that much more is at stake in making limited decisions relative to other buying decisions. C) They are aware of the general qualities of goods in the product class, but they are not familiar with each brand's features. D) Their attitudes and beliefs toward a product are already formed and are usually positive.
C
Who among the following sales personnel display ethical behavior? (Check all that apply.) A) Stella who shows loyalty to her company and associates B) Ahmed who complies with rules C) Claire who thinks that money is the main motivator of life D) Sean who behaves in a proper manner E) Amanda who has high self-esteem
A, B, D
Employee disclosure of illegal, immoral, or illegitimate practices on the employer's part is called _____. A) whistle-blowing B) bulk breaking C) moonlighting D) expropriating
A
Which of the following are management methods for helping organizations be responsive toward sales ethics? (Check all that apply.) A) Carefully choosing leaders B) Top management taking the lead C) Formally discouraging whistle-blowing D) Eliminating control systems
A, B
Which of the following situations involve an ethical dilemma? (Check all that apply.) A) When right or wrong cannot be clearly identified B) When ethical standards are clearly classified C) When there are no conflicting viewpoints, fuzzy circumstances, or unclear positions D) When each alternative choice has unwanted elements due to potentially negative ethical consequences
A, D
In the context of managing sales ethics, organizations should ensure that leadership positions are assumed only by people who have _____. A) discouraged the practice of whistle-blowing B) the highest level of integrity, standards, and values C) extremely low levels of self-esteem and self-efficacy D) work experience as sales managers
B
The first task of salespeople when first meeting a customer is to _____. A) explain the disadvantages of competitors' products to the customer B) distinguish between important buying needs and needs of lesser or no significance C) make a sales presentation D) ask for a purchase order
B
Identify the effects on organizations of employees beginning to see the guarantees of job security as a benefit. (Check all that apply.) A) There are costly back-pay awards and fines. B) There are reduced wage-increase demands. C) There is an increased rate of recruitment and selection. D) There is an increased flexibility in job assignments.
B, D
Identify the guidelines that should be followed by sales managers in the context of the ethical considerations they face. (Check all that apply.) A) They should encourage groupthink among salespeople. B) They should set realistic and achievable goals for salespeople. C) They should display a sincere, personal interest in helping an ill salesperson. D) They should ignore individual territory situations when setting goals for salespeople.
B,C
The Business Roundtable issued a report on ethics policy and practice in companies such as Boeing, Chemical Bank, General Mills, GTE, Xerox, Johnson & Johnson, and Hewlett-Packard. Which of the following was most clearly concluded by the report? A) An organization requires an informal code of ethics indicating the organization's values concerning ethics and social issues. B) An organization should eliminate control systems to create an effective work environment. C) An organization's top management has a crucial role in guiding the social and ethical responsibilities of the organization. D) An organization should appoint a committee to discourage the practice of whistle-blowing.
C
Who among the following salespeople is most likely at the principled moral development level? A) Fatima who follows rules to avoid punishment or receive rewards B) Logan who lacks an internal set of morals or values C) Isabella who follows the Core Principles when making decisions D) Derek who conforms to the expectations of others
C
In the context of a sales presentation, identify the true statements about a trial close. (Check all that apply.) A) It is ideally used before making a strong selling point in the presentation and answering an objection. B) It typically asks for a prospect's decision to purchase, not for his or her opinion. C) It is a powerful method to induce two-way communication from a prospect. D) It helps salespeople determine whether a prospect likes the product's feature, advantage, or benefit.
C, D
______ ______refers to the right of employees to be treated fairly and with respect regardless of race, sex, national origin, physical disability, age, or religion while on the job (as well as in obtaining a job and maintaining job security).
Cooperative Acceptance
In an organizational context, which of the following encourages whistle-blowing? A) Creating an informal code of ethics for the company B) Appointing people with low self-esteem as managers C) Legalizing reciprocal sales agreements D) Having formalized procedures for complaining
D
In the context of the motivation to buy a product, the needs learned by a person are known as _____. A) pieties B) benchmarks C) milestones D) wants
D
Robert, a salesperson, is not closely supervised by his sales manager. As a result, he takes up a second job on company time. Which of the following unethical practices followed by sales personnel is most likely exemplified in this scenario? A) Witness tampering B) Backdoor selling C) Embezzling D) Moonlighting
D
Sometimes an organization may put managers and/or salespeople in positions that force them to choose among compromising their ethics, not doing what is required, or leaving the organization. The choice mainly depends on the _____. A) educational backgrounds of the people involved B) work experience of the people involved C) employees' self-interests D) importance of the situation
D
In the context of consumers' buying behavior, needs experienced by consumers can be triggered by a salesperson. This is called _______ _______.
Need arousal
Preconventional level
The person acts in his or her own best interest and thus follows rules to avoid punishment or receive rewards.
True or false: Individuals are most likely to make their moral and ethical decisions based on whatever feels comfortable or right in a situation. True/False?
True
When using the SELL Sequence to conduct a sales presentation, a salesperson should develop the resulting advantage and benefit for each major product feature. True/ False
True
The key to understanding the Core Principles from the perspectives of religions such as Hinduism, Buddhism, Judaism, and Christianity is to recognize that _____. A) professionalism does not necessarily include reciprocity B) religions do not include faith-based principles C) religions do not promote unselfish deeds D) professionalism is not supposed to guide business decisions
A
In the context of the Core Principles of Professional Selling, the ________ refers to the facts needed to make ethical and moral decisions.
truth
A buyer demands travel payments in return for placing an order with a salesperson. Which of the following is the best explanation for this demand? A) The buyer tried to ask for a bribe from the salesperson. B) The buyer tried to engage in moonlighting. C) The buyer tried to enter into a reciprocal sales agreement. D) The buyer tried to make a tie-in sale.
A
In the context of buying situations, which of the following is true of routine decision making? A) It is primarily involved in the purchase of low-involvement goods. B) It requires more investment in time than does limited decision making. C) It strongly demands problem-solving activities from buyers. D) It often requires a moderate level of actual buyer involvement.
A
Some customers may receive price reductions, promotional allowances, and support while others do not, even though, under certain circumstances, this violates _____. A) the Robinson-Patman Act of 1936 B) the Uniform Arbitration Act of 1955 C) the Sarbanes-Oxley Act of 2002 D) the Rehabilitation Act of 1973
A
When making a purchase decision, buyers seek more information when they are not familiar with a specific product brand than when they are familiar with the brand. Which of the following is true about this situation? A) This situation mainly involves limited decision making. B) This situation mainly involves routine decision making. C) In this situation, buyers need to give little or no thought or time to make the decision. D) In this situation, there is a high level of actual buyer involvement in making the decision.
A
Which of the following is the definition of people's morals? A) People's adherence to right or wrong behavior and right or wrong thinking B) People's knowledge of intangible products such as financial services C) People's technical skills that help them do their job D) People's beliefs about the world around them
A
Kunal is appointed as an ethics ombudsperson for a company. Which of the following are his primary responsibilities in this role? (Check all that apply.) A) To let the company's top management know of potential ethics issues B) To ensure ethical conduct by discouraging the practice of whistle-blowing among employees C) To listen to and investigate ethics complaints raised by employees or customers D) To customize the company's code of ethics for each individual employee
A, B
Although many employers claim that their rights to terminate sales personnel have been taken away, they still retain certain rights. Which of the following are these rights? (Check all that apply.) A) To terminate sales personnel because of their unsatisfactory performance B) To terminate sales personnel because of their excessive absenteeism C) To terminate sales personnel for their poor organizational citizenship D) To terminate sales personnel because of their financial background E) To terminate sales personnel because of their physical conditions such as pregnancy
A, B, C
In the context of employee rights, which of the following are true in the context of cooperative acceptance? (Check all that apply.) A) Employees possess the right to be free of sexual and racial harassment. B) Employees possess the right not to get terminated for excessive absenteeism or unsafe conduct. C) Employees possess the right not to be discriminated against in employment practices and decisions. D) Employees possess the right to show favoritism toward their subordinates.
A, C
In the context of the FAB selling technique, identify the ways to explain a product's advantage in a sales presentation. (Check all that apply.) A) Explaining how the product can be used B) Explaining various physical characteristics of the product C) Explaining the ways in which the product will help the buyer D) Explaining the product's packaging, price, and color
A, C
Kunal is appointed as an ethics ombudsperson for a company. Which of the following are his primary responsibilities in this role? (Check all that apply.) A) To let the company's top management know of potential ethics issues B) To customize the company's code of ethics for each individual employee C) To listen to and investigate ethics complaints raised by employees or customers D) To ensure ethical conduct by discouraging the practice of whistle-blowing among employees
A, C
Identify the true statements about ethics. (Check all that apply.) A) It is difficult to define ethics in a precise way. B) It is difficult to understand the concept of ethics, like that of social responsibility. C) Ethics are commonly known as heuristics. D) Ethics determine standards for what is good or bad in conduct and decision making.
A, D
Which of the following are true of B2C, or business-to-consumer selling? (Check all that apply.) A) It involves salespeople, who represent a business, selling to the end user. B) Its examples include an apparel manufacturer selling its apparel line to a sporting goods distributor. C) It involves salespeople, who represent a business, selling to other businesses. D) Its examples include a salesperson selling a washing machine to a person for his or her personal use.
A, D
A salesperson offers a $5,000 vacation to a $12,000 customer. Which of the following is the best explanation for this offering? A) The salesperson attempted to conduct good business. B) The salesperson attempted to bribe the customer. C) The salesperson attempted to engage in the practice of moonlighting. D) The salesperson attempted to engage the customer in a tie-in sale.
B
Dilemmas and disagreements about proper behavior often occur primarily because _____. A) people never make their ethical decisions based on whatever feels right or comfortable in a situation B) ethical standards are not categorized C) most people operate at the principled or preconventional moral development level D) ethical concepts are objective rather than subjective
B
In the context of the consumer buying decision process, which of the following is primarily involved in a person's product information evaluation? A) Talking with a number of salespeople about products' price, advantage, and size B) Rating preferences on factors such as product quality, price, and brand reputation C) Visiting several retail stores to know about products' price D) Contacting several potential suppliers to know about products
B
In the context of the ethics in dealing with customers, a supplier can be sued for misrepresentation and breach of warranty if _____. A) the supplier mandates that in order to buy a particular line of merchandise, a customer is required to buy other, unwanted products B) a customer depends on a salesperson's statements, purchases the product or service, and then finds that it fails to perform as promised C) the supplier practices price discrimination to improve sales D) a customer tries to ask for a bribe from a salesperson
B
In the context of the unethical practices followed by sales personnel, which of the following describes misusing company assets? A) Taking a second job on company time B) Using expense accounts or samples for personal gain or as bribes and kickbacks to customers C) Overloading customers to win a contest D) Refraining from splitting commissions with co-workers or taking customers away from co-workers
B
Sheila, a salesperson, manipulates her customers into buying her products, and she does not think that this behavior is not unethical or wrong. She rationalizes her behavior by saying that it helps increase sales for her company. She also believes that if a buyer feels wronged because of this manipulation, it is her manager's fault and not hers. In the context of a person's moral development, which of the following is most likely true about Sheila? A) She conforms to her customers' and employer's expectations. B) She is at the preconventional moral development level. C) She is at the conventional moral development level. D) She follows the Core Principles of Professional Selling.
B
What is the single most significant factor in improving the climate for ethical behavior in a sales force? A) Terminating whistle-blowers B) The action taken by top-level managers C) The creation of an informal code of ethics D) Encouraging exclusive dealerships
B
Why is one's conscience usually not the best guide to making moral and ethical decisions? A) With moral maturity all individuals adhere to truthful or stringent moral principles. B) If a fixed point of reference is attached to one's self, one changes the rules based upon one's best interest in various situations. C) The vast majority of people in society are at the principled moral development level. D) One seldom makes moral and ethical decisions on the basis of whatever feels right or comfortable in a situation.
B
Which of the following are guidelines that should be followed by sales managers when facing ethical considerations related to employee rights? (Check all that apply.) A) They must discover ways in which their firm can escape blame for violating employee rights. B) They must be current on ethical and legal aspects regarding employee rights. C) They must ensure that the employee rights identified by their firm exclude employee privacy. D) They must develop various strategies for their firm for addressing employee rights.
B, D
Which of the following are important strategic purposes served by respecting employee rights that must be recognized by firms? (Check all that apply.) A) Making recruitment and selection more frequent than before B) Avoiding expensive back-pay awards and fines C) Avoiding employing sales personnel over the age of 45 D) Providing employees with a high quality of work life
B, D
Which of the following are true of B2B, or business-to-business selling? (Check all that apply.) A) It involves salespeople, who represent a business, selling to the end user. B) Its examples include shoe manufacturers selling their athletic shoes to a sporting goods distributor. C) Its examples include a salesperson selling a refrigerator to a person for his or her personal use. D) It involves salespeople, who represent a business, selling to other businesses.
B, D
Alex buys a laptop computer after extensively studying various laptop computer brands available in the market. However, after the purchase, he experiences stress over whether the right decision was made in buying the laptop computer. In the context of the consumer buying decision process, which of the following concepts are primarily exemplified in this scenario? (Check all that apply.) A) Need arousal B) Buyer's remorse C) Purchase dissonance D) Purchase satisfaction
B, C
Before developing sales presentations, the question a salesperson should ask himself or herself is, "How can I convince a person to choose my product?" Which of the following are answers to this question? (Check all that apply.) A) People will buy if they usually experience purchase dissonance. B) People will buy if they recognize a need or problem. C) People will buy if they possess the authority and resources to buy. D) People will buy if the salesperson makes an hour-long presentation.
B, C
In the context of the FAB selling technique, identify the primary reasons why salespeople should emphasize a product's benefits in a sales presentation. (Check all that apply.) A) It helps salespeople repeatedly describe the basic features of the product. B) It helps customers clearly understand if the product will satisfy their need(s). C) It will end the trial close. D) It will bring success.
B, D
An automobile manufacturer has a sales contest that starts in September. Megan, one of the salespeople, does not turn in sales orders for the end of August and lumps them with September sales. Which of the following unethical practices followed by sales personnel is most likely exemplified in this scenario? A) Moonlighting B) Benchmarking C) Cheating D) Seeding
C
An individual internalizes or considers the information presented in sales presentations and then makes a buying decision. This process of internalization is referred to as a black box primarily because _____. A) a salesperson presents multiple sales presentations to the same buyer B) purchasers are typically unaware of their buying needs C) salespeople are unable to see into a purchaser's mind D) a purchaser considers more than one supplier before making a buying decision
C
Identify a true statement about the stimulus-response model of buyer behavior. A) It holds that salespeople typically witness a prospect's actual decision-making process. B) It tells salespeople why prospective buyers buy or do not buy a product. C) It assumes that prospective buyers respond in some predictable way to a sales presentation. D) It maintains that sales presentations seldom influence buyer behavior.
C
Lara is a salesperson at an electronics store. One of her customers complains that he received a damaged refrigerator from the store. Though Lara knows that there is no damage to the refrigerator, she gives the customer a credit so that the customer will buy products from her again. Which of the following unethical practices followed by sales personnel is most likely exemplified in this scenario? A) Moonlighting B) Backdoor selling C) Misusing company property D) Manipulating other salespeople
C
Omar, a salesperson, relates his product's merits to a customer's needs using the product's features and advantages as support. Which of the following is exemplified in this scenario? A) Cooperative acceptance B) Purchase dissonance C) Benefit selling D) Price bundling
C
Which of the following is a right that is accepted under the termination-at-will rule? A) An organization's right to corporate social responsibility B) An employee's right to good treatment by the employer while on the job C) An employee's right to job security and timely wages D) An organization's right to discharge its employees for union activities
D
Which of the following is a situation that primarily involves an exclusive dealership? A) When individual salespeople or managers practice price discrimination to improve sales B) When salespeople make general statements of praise and statements of fact during a sales pitch C) When an agreement requires that a buyer buy unwanted products to buy a particular line of merchandise D) When an agreement requires that a wholesaler or retailer buy products from one manufacturer
D
In the context of sales restriction, the Federal Trade Commission and most states have passed cooling-off laws. Identify the true statements about these laws. (Check all that apply.) A) They require persons selling directly to consumers to be licensed by the city in which they do business if they are nonresidents and to pay a license fee. B) They usually cover sales of $20 or less made door-to-door within a particular sales territory. C) They provide a buyer with a period, usually three days, in which the buyer may cancel a contract, return any merchandise, and obtain a full refund. D) They require purchasers to receive from the seller a written, dated contract and/or receipt of the transaction.
C, D
Tie-in sale is prohibited under _____ when it substantially reduces competition. A) the Robinson-Patman Act B) the Sarbanes-Oxley Act C) the Militia Act D) the Clayton Act
D
Unlike the buying process of an individual consumer, an organizational buying situation involves _____. A) processes such as product information evaluation B) collection of information about a product C) a stage known as postpurchase D) a group of employees participating in the decision-making process
D
In the context of the unethical practices followed by sales personnel, who among the following salespeople engages in moonlighting? A) Zoe who refrains from splitting commissions with co-workers B) Ryan who uses his previous employer's customer records for his current employer's benefit C) John who overloads customers to win a contest D) Dora who joins another firm as a part-time writer and leaves work in the early afternoon for this job
D (Moonlighting is taking a second job, sometimes on company time)
A group of executives appointed to oversee company ethics is called a(n) _______ _______.
Ethics Committee
Which of the following primarily consider a reciprocal sales agreement illegal if it results in hurting or eliminating competition? (Check all that apply.) A) The Department of Justice B) The Department of the Treasury C) The Government Accountability Office D) The Federal Trade Commission
A, D
In the context of ethics in dealing with customers, which of the following true of the Robinson-Patman Act of 1936? A) It prohibits tie-in sales if they substantially lessen competition. B) It lets sellers grant quantity discounts to large purchasers based on savings in manufacturing costs. C) It allows sellers to sell the same quantity of the same product to different buyers at different prices. D) It allows sellers to practice price discrimination even if it reduces competition.
B
In the context of selling, which of the following is a similarity between misrepresentation and breach of warranty? A) Both have the same type of damages awarded by a judge or jury. B) Both arise when a salesperson offers false promises about a product's features and capabilities. C) Both arise when a salesperson makes factual statements about a product's characteristics and benefits. D) Both require similar proof to be considered by the judiciary.
B
Identify the guidelines that should be followed by sales managers in the context of the ethical considerations they face. (Check all that apply.) A) They should ignore individual territory situations when setting goals for salespeople. B) They should set realistic and achievable goals for salespeople. C) They should display a sincere, personal interest in helping an ill salesperson. D) They should encourage groupthink among salespeople.
B, C
Identify the important times during which a trial close should be used in a sales presentation. (Check all that apply.) A) Before answering an objection during the presentation B) After making a strong selling point in the presentation C) After the presentation D) Immediately after moving to close the sale
B, C
In the context of the factors that can influence a buying decision, which of the following are questions that a salesperson should primarily consider before developing a sales presentation? (Check all that apply.) A) What are the ways to manipulate the buyer into making a positive decision? B) What practical and psychological factors may influence the buyer's decision? C) How will the product be used by the buyer and what are the buyer's important buying needs? D) How can the buyer be convinced not to conduct a product information evaluation?
B, C
Salespeople need to follow some guidelines associated with the "purchase decision" stage of the consumer buying decision process. Identify these guidelines. (Check all that apply.) A) They should ensure to talk continuously about their product after the buyer has made a purchase decision. B) They should not consider a sale final until the agreement is signed or until they have the buyer's money. C) They should not think that a sale can be lost after the buyer says, "I will buy." D) They should finalize a sale as quickly as possible after the buyer makes a decision.
B, D
Sheila wants to buy a cell phone with a facial recognition system. When she goes to the store and buys a cell phone with this feature, she also receives an extended warranty for the cell phone. In the context of the consumer buying decision process, which of the following concepts is mainly exemplified in this scenario? A) Buyer's dissonance B) Cooperative acceptance C) Purchase satisfaction D) Organizational buying
C
When making a purchase decision, buyers seek more information when they are not familiar with a specific product brand than when they are familiar with the brand. Which of the following is true about this situation? A) This situation mainly involves limited decision making. B) In this situation, buyers need to give little or no thought or time to make the decision. C) In this situation, there is a high level of actual buyer involvement in making the decision. D) This situation mainly involves routine decision making.
C
Which of the following is most likely to lead a customer to sue a supplier for misrepresentation and breach of warranty? A) The customer holding products until payment is due and then returning them to the supplier B) A salesperson following the practice of moonlighting C) A salesperson exaggerating the benefits of his or her products and making false statements to close a sale D) The customer asking for bribes from a salesperson
C
In the context of the guidelines for making ethical decisions, a(n) ______ _______ _______ _______ refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion.
Fixed point of reference
Many cities in the United States require persons selling directly to consumers to be licensed by the city in which they do business if they are not residents and to pay a license fee. These city ordinances often are called _______ _______ _______.
Green River Ordinances
_______ _______ are a buyer's need to purchase the most satisfying product for the money.
Economic Needs
