ch. 5

Which of the following would be most helpful to salespeople in dealing with bribery? A) a well-established corporate policy on bribing B) knowing the bribery is sometimes illegal C) knowing that bribery is often unethical D) a sales manager who has given bribes in the past E) college coursework on bribery

a well established corporate policy on bribing

Harold Timmons is in a position to close a large sale if he conceals certain information that the customer needs to make an intelligent buying decision. His sales manager encourages him to withhold the information and says,"You will not be breaking any law." In this case, the salesperson must be guided by the following ethical guideline: A) A salesperson's ethical sense must extend beyond the legal definition of what is right and wrong. B) Caveat emptor. C) The code of ethics established by the company should guide all ethical decisions. D) The organization's moral tone is established primarily by salespeople who have daily customer contact. E) An action is ethical if a salesperson could defend it successfully to a group of peers.

A salesperson's ethical sense must extend beyond the legal definition of what is right and wrong.

Which of the following is a general guideline that serves as a foundation for a personal code of business ethics? A) Personal selling is a stepping stone to more legitimate careers. B) Be honest with yourself and with others. C) Tasks come first, relationships second. D) Your values should not be in conflict with those of your employer. E) Selling is about controlling the interaction adn managing the relationship.

be honest with yourself and with others

According to the author of Integrity Selling®, which of the following statements about values is true? A) Our values change frequently throughout life. B) Most people find it easy to clarify their values. C) A salesperson's values contribute more to sales success than do techniques. D) Values have only limited influence on our behavior. E) Values should be aligned with the culture of the firm.

a salesperson values contribute more to sales success than do techniques

In consultative sales, the customer wants to trust which of the following? A) a trustworthy product B) a trustworthy salesperson C) a trustworthy organization D) a trustworthy culture E) a trustworthy industry

a trusthworthy salesperson

In strategic alliance sales, the customer wants to trust which of the following? A) a trustworthy product B) a trustworthy salesperson C) a trustworthy organization D) a trustworthy culture E) a trustworthy industry

a trustworthy organization

In transactional sales, the customer wants to trust which of the following? A) a trustworthy product B) a trustworthy salesperson C) a trustworthy organization D) a trustworthy culture E) a trustworthy industry

a trustworthy product

Teresa Fallon sends a written proposal to a customer. In the proposal, she compares the specifications of her product and a competing product. If the information about the competing product is not true, she is using a form of defamation called A) business libel B) business slander C) product disparagement D) puffery E) bribery

business libel

This form of business defamation arises when an unfair and untrue oral statement is made about a competitor A) business libel B) reciprocity C) bribery D) puffery E) business slander

business slander

Business ethics: A) should be variable from company to company B) can and should be taught by universities and corporations C) are only important to 90 percent of salespeople D) are taught during childhood and cannot be changed significantly later on E) have changed in meaning over the past twenty years

can and should be taught by universities and corporations

Cultural differences between the US and some foreign countries: A) are not a factor in product marketing campaigns B) cannot be deciphered except by those who have lived in both countries for long periods of time C) make doing business internationaly nearly impossible D) increase communications-style bias between salespeople in the US E) cause salespeople to think customers are going to buy when they have no intention of buying

cause salespeople to think customers are going to buy when they have no intention of buying

Which of the following is a point of view that has eroded character in business? A) Innovation and aggressive development of markets should be rewarded. B) Respect must be earned, not mandated. C) Corporations exist to maximize shareholder value. D) Integrity may not show immediate results but will eventualy return to you. E) Teamwork is a core value of successful companies.

corporations exist to maximize shareholder value

Which of the following would be the best application of principles regarding gift giving to customers? A) Give gifts before doing business with a customer. B) Determine the gift-receiving policy of the customer's company. C) Once begun, maintain a regular and consistent pattern of gift giving. D) Clearly explain the conditions you expect of the customer who accepts a gift. E) Give a gift proportional to the sale you expect to make from the customer

determine the gift receiving policy of the customers company

Executives at Mutual of Omaha would consider which of the following a "Value for Success"? A) focus on profits B) focus on hierarchy C) focus on order D) focus on customers E) focus on sales

focus on customers

Which statement best reflects the"Responsibility to Clients" section of NASP's Standards of Professional Conduct? A) I will serve as a model of good citizenship. B) I will act with the highest degree of professionalism. C) I will act in the best interest of my clients. D) I will disclose potential conflicts of interest. E) I will provide the lowest price.

i will act in the best interest of my clients

The practice of reciprocity: A) is beneficial to all parties involved B) is no longer legal in America C) results in improved competition among sales and marketing firms D) is illegal when one company pressures another company to join an agreement E) is another name for slander

is illegal when one company to join an agreement

Withholding information: A) is another name for reciprocity B) is legal and therefore ethical C) is only unethical if it is being done under duress D) is often the only logical course of action for a salesperson E) is tantmount to lying

is tantamount to lying

Which of the following would be the least important deterrent to unethical behavior by salespeople? A) Sales managers who model high ethical standards. B) National laws that curb unethical business practices and impose jail time for violations. C) Written company policies that spell out standards of"rightness" and"wrongness." D) Leaders within the company (top management) who model high ethical standards. E) Official position statements from industry oversight groups

national laws that curb unethical business practices and impose jail time for violations

Reciprocity, as a corporate policy, is: A) always a breach of ethics B) illegal in the US, but not in other countries C) only a worry if the heads of the companies know each other personally D) easier to navigate if the companies are in different industries E) occasionally a form of corporate blackmail

occasionally a form of corporate blackmail

Taking time to establish a proper rapport with customers results in: A) guaranteed sales B) open communication C) a faster sales cycle D) a slower sales cycle E) lower commissions

open communicatoin

When a customer reveals confidential information about a competitor to a salesperson, the preferred course of action is for the salesperson to A) preserve the confidentiality of information they receive B) accurately relate the details to his/her top management C) inform the competing company about the useful information in exchange for a sale D) request that the customer not comment further because of the conflict of interest E) clarify the details to make sure he or she understands correctly

preserve the confidentiality of information they receive

If a potential client hints that they will give you a sale if you give them a gift, you should: A) give the potential customer a gift B) tell your sales manager you are giving the customer a gift in exchange for the sale C) report this to your sales manager and ask for help turing the customer down D) report the customer to the Better Business Bureau or other oversight group E) refer the potential customer to another vendor who will participate in bribery

report this to your sales manager and ask for help turning the customer down

Which of the following is most useful in guiding a salesperson in ethical behavior? A) official company policies on bribes and kickbacks B) salesperson's actions at previous jobs C) role model provided by sales manager D) competitors' actions E) customer expectations and desires

role model provided by sales manager

Which of the following can be a danger of using the internet? A) A company can change information about its products or services immediately on the internet. B) Customers can place repeat orders over the internet. C) Customers can find information about the company from its web site. D) Customers can discover information about competitors from their web sites. E) Salespeople may send inappropriate emails to customers or to each other

salespeople may send inappropriate emails to customers or to each other

Yukie, a salesperson for a North American car manufacturer, told one of her prospects that Honda was being investigated in Japan for unfair labor practices. Although she had heard the rumor from someone else, she was confident it was false. Yukie is guilty of: A) libel B) product disparagement C) reciprocity D) false advertising E) slander

slander

In general, US ethical codes when doing business in foreign countries tend to be: A) more accepting of bribery but less accepting of libel B) more accepting of libel but less accepting of bribery C) more relaxed than the codes of other countries D) the same as the codes of other countries E) stricter than the codes of other countries

stricter than the codes of other countries

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions, because: A) it is never appropriate to make conclusions from data without consulting the research department B) recording conclusions is a breach of ethics C) coworkers could use this information to sabotage your sales D) this information could become available to the customer in some form at a later date E) the competition has access to the same databases you do

this information could become available to the customer in some form at a later date

Using the scheduling function of CRM software can help improve a salesperson's: A) presentation skills B) accuracy C) trustworthiness D) memory E) grooming

trustworthiness

Which of the following is a true statement regarding the relationship between attitudes, behavior and values? A) Attitudes influence behavior, which in turn influences values. B) Behavior influences attitudes, which in turn influence values. C) Values influence attitudes, which in turn influence behavior. D) Attitudes influence values, which in turn influence behavior. E) Although all three are related, there is no established sequence of influence

values influence attitude, which in turn influence behavior

If you view your employer's instructions or influence as improper, then you should A) report your company to your industry's governing body B) do what everyone else is doing C) compromise your values in order to keep your job D) voice opposition to the practice if it is in conflict with your value system E) follow the lead of your colleagues

voice opposition to the practice if it is in conflict with your value system