Ethical improprieties have been linked to:
A) customer dissatisfaction.
B) employee dissatisfaction.
C) unfavorable word-of-mouth publicity.
D) job-related tension and anxiety.
E) all of these.
Question 2_____ is a teamwork skill that salespeople must apply in the process of building internal partnerships.
A) Attending to the little things
B) Focusing on one's own goal
C) Maintaining the attitude: Not my way, but your way
D) Driving a win or lose situation
E) Making the maximum number of sales calls
Question 3As the evolution of personal selling continues, which of the following is most likely a sales force response to an expected change in future?
A) Less emphasis will be placed on developing and maintaining trust-based, long-term customer relationships.
B) More sales specialists will be hired by companies for specific customer types.
C) There will be a decrease in the use of technology.
D) More sales dollars will be spent on advertising.
E) More emphasis will be placed on sales pitches rather than sales dialogues.
Question 4As an auditor, Joe learned of promising breakthrough technology not yet known to the public. He immediately purchased a large number of shares of stock to resell after the technology was made public. This type of ethical issue falls under:
A) cognitive moral development.
B) structure conflict.
C) organizational relationships.
D) conflict of interest.
E) relationship conflict.
Question 5Which of the following is a requirement of synergistic teamwork?
A) Arbitrary requests by salespeople for special productions
B) Focusing on achieving one's own goal
C) Commitment and mutual trust of all parties
D) The attitude: Not my way, but your way
E) Attending only to the big things and neglecting small things
Question 6A salesperson can deal with the issue of intensified competition in the future by:
A) using a single sales channel for interacting with customers.
B) placing less emphasis on profitability objectives.
C) placing less emphasis on customer-oriented sales training.
D) placing more emphasis on sales pitches rather than sales dialogue.
E) focusing more on creating and delivering customer value.
Question 7Situations where the service provider feels torn between the needs of the customer, the organization, and the service provider's own personal interest are referred to as:
A) cognitive moral development.
B) conflict of interest.
C) organizational relationships.
D) structure conflict.
E) relationship conflict.
Question 8Kara has an urgent requirement for a power bank and places an order online. She specifies that she looks forward to receiving the power bank within three days. However, the actual time the company takes to process the request itself is three days. In this scenario, the sales team should engage in a(n) _____ to meet Kara's requirement.
A) sales partnership
B) administrative support partnership
C) marketing partnership
D) shipping and transportation partnership
E) design and manufacturing partnership
Question 9_____ is a customer-oriented approach that uses truthful, nonmanipulative tactics to satisfy the long-term needs of both the customer and the selling firm.
A) Sales prospecting
B) Sales pitching
C) Sales advertising
D) Sales professionalism
E) Sales presentation
Question 10Sam and Gloria, who deliver services outside the firm's physical facilities, are examples of:
A) roaming salespeople.
B) expanding service providers.
C) boundary-spanning personnel.
D) area coordinators.
E) regional responders.
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