Selling Strategically Exam 1

Door-to-door salespersons who are not residents of the city in which they do business must purchase sales licenses

A Green River ordinance states that:

Sales trainee

A career in sales management begins with the position of:

Misrepresentation

A computer dealer induced a finance company to enter into a hire-purchase agreement by contributing false information about the amount of deposit paid by the customer unknowingly, who later defaulted and sold the computer to a third party. This is an example of:

False

A cooling-off law-gives the buyer three weeks to cancel the contract, return any merchandise and obtain a full refund

False

A feature is the performance characteristic of a product that describes how it will help the buyer

True

A fixed point of reference must be separate from you

Maintain a intimate knowledge of the industry

A professional salesperson will most likely:

False

A sales engineer works for a manufacturer and sells the benefits of intangible products

Thoroughly educates customers before making a sale

A salesperson can minimize exposure to costly misrepresentation and breach of warranty lawsuits if he/she:

True

A salesperson who exaggerates about product capabilities may be guilty of misrepresentation

Policy-based

A(n) ... code of ethics generally outline the procedures to be used in specific ethical situations

Current situation

According to a survey of adult Americans, people are most likely to base ethical and moral decisions on the:

Fixed point of reference

According to the text, a ... would tell Rob Loughton he should return the stolen competitive information to its owner without examining it even though the information would more than likely result in a large commission for loughton

Fixed point of reference

According to the text, a(n) ... refers to something that provides the correct action tp take in any situation and never gets tailored to fit a situation

Job aptitude

According to the text, a(n) ... test can be a useful tool for determining if a career in sales is appropriate for you

Core Principles of Professional Selling

According to the text, businesses use the ... to serve as a universal, practical and helpful standard for businesspeople

True

According to the text, wasting time during the sales call by involving in small talks is a deadly sin of business selling

Self-control

According to the text, what is the most difficult trait for a salesperson to develop?

Most people are in the preconventional and conventional levels of moral development

According to the text, why do most employees in organizations succumb to questionable ethical standards or only follow formal policies?

Industrial products salesperson

Alane sells drawer plugs, hinges and other decorative metal pieces used in the manufacture of furniture. Since the products she sells to the furniture makers are nontechnical in nature, Alane would be described as a(n):

Maintaining personal sales goals

All of the following are characteristics of ethical behavior EXCEPT:

Inventory

All of the following fall under the term "product" in the marketing mix EXCEPT:

"Feel free to prescribe this drug to your patients, doctor. It's not addictive"

All of the following statements, if made by a salesperson, could have legally actionable consequences if the statements were incorrect EXCEPT:

False

Although discrimination on the basis of a persons sex is illegal, there are no laws against sexual harassment

False

Although several federal laws influence record keeping, they are primarily directed at private employers

Creates abusive working environment

An act of sexual harassment violates a victims civil rights if it is unwelcome and "sufficiently severe" and ...

True

An ethical dilemma arise in a situation when each alternative choice has some undesirable elements due to potentially negative ethical consequences

Is an official who assumes the role of corporate conscience

An ethics ombudsperson:

True

An individual in the pre-conventional stage of morality asks, "What can I get away with?"

True

Based on levels of moral development, a professional salesperson is in the minority among sales personnel

Misrepresentation

California-based Innovative Installers, Inc. provides a variety of corporate services related to office space. The firm sells modular furniture, offers space planning consultations, and provides office relocation services. The company was founded in 1992 and depended on the growth of dot.com companies for its early success. Innovative Installers has experienced cash flow problems during the recent economic recession, and top managers are eager for salespeople to obtain new accounts. Mierzett Evans and Glenda Heldris are two of Innovative Installers' salespeople. After Glenda promises a potential customer that a new office arrangement will increase productivity by 50%, the customer signs a contract with Innovative Installers for the furniture and service. However, Glenda made this assertion without any valid data as support. Glenda could possibly be guilty of:

Sales over $25, made door-to-door

Cooling-off laws apply only to:

False

Cooperative acceptance means that employees cannot be discriminated against tin employment practices and they have the right to be free of sexual and racial harassment

Principled

Courtney Lee works for a travel agency. The company has spent several hundred dollars promoting a trip to a country that is undergoing a great deal of political unrest. Lee has been told that if she wants to keep her job, she needs to get at least three couples to sign up for this trip. Instead, Lee handed in her letter of resignation because she refused to sell a potentially dangerous trip to her customers. Lee is functioning at the _____ level of moral development.

Determine a prospect's needs and then match the product's benefits to that particular prospect's needs and wants

Different individuals have different reasons for wanting to buy, so when developing a sales presentation, the salesperson must:

False

During a trial close, an effective salesperson asks a prospect to purchase a product

Information evaluation

During the ... phase of the buying decision process, the buyer rates her preferences among products she is considering

Provide their empolyees with market information

Effective territory management most likely requires salespeople to:

Interviewing customer employees

Effective territory management would LEAST likely involve:

Formally discourage "whistle-blowing"

Fostering a climate that encourages ethical behavior by the sales force requires management to do all of the following EXCEPT:

False

Generally, the more knowledgable the customer, the greater the chances the court will interpret an incorrect statement by a salesperson as an actionable misrepresentation rather than as sales puffery

False

If a salesperson has a drug or alcohol problem, a manager has the ethical responsibility to fire the individual based on right-to-work laws

True

If management decides to increase the number of territories in a state, there is a possibility the earnings of the salespeople working that state will decrease

False

Individuals at the principled moral level base ethical decisions on laws and consequences

Whistle-blowing

Jason Montgomery, a hospital administrator in Montana, lodged a complaint against the hospital owners when he was asked to keep two sets of accounting records so that the hospital could reduce its tax liability. Montgomery was engaged in:

False

Josh Damon sells industrial-sized heating and cooling systems. His territory includes Illinois, Iowa and Missouri. Management at Damon's firm has declined to increase the number of territories in each sales region. Damon will most likely be excited about the opportunity this presents for him to earn more money

Discuss the benefits of owning a newly built townhome

LeAnn, a salesperson for a home building company, has spent the last 20 minutes with a customer who came to the office. LeAnn listened carefully to the customer and asked questions about the customers needs and interests. LeAnn has determined that the customer most likely is interested in buying a new townhome. What should LeAnn do next?

True

Maintaining a professional sales force accounts for major expenditures by most companies. Thus, professional selling presents a large number of career opportunities

True

Many of todays salespeople are considered professionals due to their product knowledge and customer service

True

Morals refer to peoples adherence to right or wrong behavior and right of wrong thinking

True

Most sales people operate at the conventional level of moral development

True

Multiple world religions adhere to the Core Principles

Unnoticed, beneficial attributes of the product being purchased

Once a customer has selected a product to purchase, which of the following would LEAST likely change the customer's purchasing intentions?

Price

Promotional allowances are an element of this marketing mix component

Ross is a service salesperson

Ruth Cyboran and Luis Ross recently met again at their 10th high school reunion. The men were close friends throughout school but lost touch with each other after graduation. They enjoyed their recent meeting and promised to keep in touch, especially because they had both chosen the same career--professional sales. Cyboran works for a paper company selling gift wrapping paper, ribbons, and boxes to retailers. Ross provides computer consultations to individuals and small businesses. Even though both believe in the Golden Rule of personal selling, they both expressed concern about the new emphasis on relationship selling. Which of the following statements accurately describes the type of selling engaged in by Ross and Cyboran?

True

Sales representatives at the preconventional moral development level would most likely be unconcerned about lying to customers if getting caught was unlikely

False

Salespeople need not increase sales in old accounts if they are generating a sufficient number of new customers

True

Selling is considered by many as both an art and a science

Quid pro quo

Suzanne, a sales representative at Med Ex, a pharmaceutical firm, was being sexually harasses by her manager, Phil. After Suzanne refused to submit to Phil's advances, he threatened to fire her. Suzanne can most likely sue MedEx based on which type of sexual harassment?

Was designed to protect the rights of the employers

Termination-at-will:

SELL Sequence

The ... is a reminder to emphasize the features, advantages and benefits of a product during a sales presentation

3

The Core Principles of Professional Selling require people whose personal character is at level:

False

The Small Business Administration classifies approximately 50 percent of all business in the United States as small businesses

Product advantage

The Wi-series mobile phone with touch display has an ambient light sensor that automatically adjusts brightness to suit the ambient light in you surroundings. This is a battery-saving efficiency of the Wi-series touch phone. Which of the following does this describe?

Main elements of the customer relationship process

The acronyms ABC's refers to the four:

False

The last step in the sales process is the close

False

The marketing mix consists of three components: price, product and promotion

True

The most often misused company assets are automobiles, expense accounts, samples and damaged-merchandise credits

Salespeople cannot read a buyers mind

The process by which prospective buyers "internalize" or consider the information presented by the salesperson is referred to as a black box because:

False

The salesperson should answer the prospect's question of "What's in it for me?" with a product advantage

False

The single most important factor in improving the climate for ethical behavior is a sales force is the existence of a detailed code of ethics

Product advantage

The statement, "With its 25 percent market share, this is the best-selling laser printer on the market today," is an example of a(n):

Conventional

Tina perceives herself to be a responsible person because she does not misuse company assets, she is always truthful, and she treats others fairly. She upholds moral and legal laws and conforms to the expectations of others. At which level of moral development is Tina operating

True

To prevent sexual harassment, companies rely on top management support, training for all employees, and clear procedures for filing grievances

The organization's employees and the organization itself

Two major influences on the ethical behavior of sales personnel are:

Reselling products to wholesalers

Tyrone is a salesperson for a pet product company, and his territory includes Vermont and new hampshire. Tyrones job activities most likely include all of the following EXCEPT:

Buying a product form someone if that person agrees to buy from you

What is reciprocity?

Protect consumers from high-pressure, unethical sales tactics

What is the primary purpose of Green River ordinances and cooling-off laws?

Eliminating cooperative acceptance

Which of the following corporate actions would least likely prevent racial and sexual harassment?

Benefits flexibility

Which of the following is LEAST likely one of the ethical issues faced bu most sales managers?

Family

Which of the following is an example of a social force that could influence consumers' buying behaviors?

Personal selling

Which of the following is defined as the personal communication of information to persuade a prospective customer to buy something that satisfies his/her needs?

Working through other people

Which of the following is identified by the text as an example of a human skill

Reciprocity

Which of the following marketing tactics would most likely trigger an ethical dilemma?

Seasonal discounts

Which of the following pricing tactics is LEAST likely to be a source of ethical dilemma?

What is the right thing to do?

Which of the following questions would most likely be asked by a person at the principled level of moral development?

Ethical dilemmas occur because many ethical standards are not classified

Which of the following statements about ethical dilemmas is true?

Even if the salesperson misrepresentation statement is made incorrectly, many courts will award damages to the customer

Which of the following statements about misrepresentation is most likely true?

They typically earn more money than order-takers

Which of the following statements about order-getters is true?

"We offer a 100 percent order-fill rate; you'll never expressive a back order"

Which of the following statements, if false, would most likely have illegal consequences?

Generally, the less knowledgeable the customer, the greater the chances the court will interpret a statement as actionable

Which one of the following statements about puffery is true?

Integrity

Which term refers to the adherence to a strict ethical and moral code?

Worldview

Which term refers to the different beliefs people have about the world?

Employee rights

Which term refers to the rights desired by employees regarding their job security and treatment by employers

Misrepresentation

While buying some land, Mike asked the seller's solicitor if there were any restrictive covenants on the land; the solicitor said he did not know of any. What the solicitor failed to mention was that he had not bothered to read the documents. This failure on the part of the solicitor to disclose the state of affairs to Mike amounts to:

Misrepresentation

While buying some land, Mike asked the sellers solicitor if there were any restrictive convenants on the land; the solicitor said he did not know of any. What the solicitor failed to mention was that he had not bothered to ready the documents. This failure on the part of the solicitor to disclose the state of affairs to Mike amounts to:

False

While salespeople typically provide many services for their customers, returning damaged merchandise is not one of them

True

You can help the buyer be satisfied with the product through continually reinforcing buyer's decisions by reminding them how well the product actually fulfills their needs

Ethical dilemma

Your brother Craig sells art collectibles. He knows that your boss collects early 20th century baseball memorabilia and he has asked that you introduce him to your boss and to endorse his background as an ethical antiques dealer. You know that in the past Craig has sold some items that were not what he claimed they were and you suspect that some of his baseball memorabilia might be forgeries. Your mother is pressuring you to help your brother make this sale. This is an example of a(n):