Question 1

CRM software can most likely help a salesperson to:
A)develop better presentation skills
B)negotiate long-term contracts
C)fulfill commitments to customers
D)increase transactional sales
E)implement the marketing mix

Accepted Answer

CRM software is designed to help manage customer relationships, which includes fulfilling commitments to customers. It can help salespeople to track customer interactions, ensure timely delivery of products or services, and manage customer expectations. While it may indirectly contribute to aspects such as presentation skills or negotiating contracts, those are not the primary purposes of CRM software. Likewise, it is not designed for implementing the marketing mix, although it may provide insights into customer behavior that can inform marketing strategies. Increasing transactional sales may be a goal of CRM software, but it is not the only or primary goal.

Question 2

A company's sales goals will never be in conflict with ethical behavior on the part of salespeople.

Accepted Answer

Sales goals may incentivize salespeople to engage in unethical behavior, such as misleading or pressuring customers to make purchases they do not truly need or want. It is important for companies to establish ethical guidelines and train their salespeople accordingly to ensure that sales goals are achieved in a responsible and ethical manner.

Question 3

The practice of reciprocity:
A)involves an illegal exchange of cash
B)is monitored closely by the FCPA
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

Accepted Answer

Reciprocity is illegal when one company pressures another to join an agreement, as it can lead to anti-competitive practices and violate antitrust laws.

Question 4

Daniel Santiago has just taken a job as a sales rep with a family-owned company that uses its ethics as part of its marketing campaign with the slogan,"Without integrity,service means nothing."After calling on several clients,however,he discovers that the sales rep who previously covered his territory was giving kickbacks to customers in exchange for exclusive contracts with the company. Daniel is fairly certain that his sales manager is not aware of this arrangement. What should Daniel most likely do?
A)Daniel should say nothing and continue the kickback plan his predecessor started because it seems to be the norm in this industry.
B)Daniel should avoid causing waves with his sales manager and go along with the kickbacks for now,but tell his clients that he will not be able to continue them in the future.
C)Daniel should meet with his sales manager immediately to discuss the situation and ask for guidance in how to tell the clients that he cannot continue the kickbacks.
D)Daniel should tell the clients that he cannot continue the kickbacks and say nothing to the sales manager if he loses clients that his predecessor worked to develop.
E)Daniel should leave the company and look for a position in a firm that does not have a mechanism for giving kickbacks.

Accepted Answer

Daniel should meet with his sales manager immediately to discuss the situation and ask for guidance on how to handle it. It is important to maintain the company's integrity and follow the ethical standards set by the company. By discussing the situation with his sales manager, Daniel can ensure that the company's values are upheld while also protecting his position within the company. It is crucial to address the issue with the sales rep's unethical behavior and find a way to communicate with the clients about the change in policy.

Question 5

People with high levels of ________ tend to display the characteristics needed for success in sales,such as self-awareness,self-confidence,empathy,and adaptability.

Accepted Answer

The answer of People with high levels of ________ tend...

Question 6

What are the three elements of emotional intelligence?

Accepted Answer

The answer of What are the three elements of emotional...

Question 7

A sales rep is in a foreign country and has spent several days with a buyer for a large chain of convenience stores. At the end of the week,the sales rep feels confident that the buyer is ready to purchase,so he asks for the close. The buyer responds that he will be happy to place a large order for the chain as soon as the sales rep gives him an appropriately-sized gift. What should the sales rep most likely do?
A)The sales rep should give the buyer the gift.
B)The sales rep should tell the buyer that Americans are not allowed to give gifts in exchange for business.
C)The sales rep should convince the buyer that he will give him the gift after the papers are signed,and then refuse to give a gift after the order has been paid.
D)The sales rep should consult with his sales manager to determine if gift-giving is an ethical and acceptable practice within the confines of an international business situation.
E)The sales rep should give the buyer the gift but make this contingent on a longer-term relationship involving repeat orders.

Accepted Answer

The best course of action in this situation is to consult with the sales manager to determine if gift-giving is an ethical and acceptable practice within the confines of an international business situation. Different countries have different cultural norms and laws regarding gift-giving, and the sales rep should not assume that it is an acceptable practice without first seeking guidance from their company. This will also help protect the sales rep and the company from potential legal and ethical issues that may arise from gift-giving in this situation.

Question 8

If a potential client hints that they will give you a sale if you give them a gift,you should most likely:
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 turning 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 may more willingly participate in bribery

Accepted Answer

Accepting a gift in exchange for a sale is unethical and potentially illegal. It is important to report the situation to your sales manager and ask for their guidance on how to handle the situation appropriately. Turning down the customer may be the best option, and your sales manager can support you in doing so professionally. Reporting the customer to a oversight group is not necessary unless there is evidence of illegal activity. Referring the customer to another vendor who may participate in bribery is also not ethical or appropriate.

Question 9

Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence?
A)self-confidence
B)professionalism
C)adaptability
D)optimism
E)empathy

Accepted Answer

Professionalism is important for anyone, but it is not a defining characteristic of emotional intelligence. The other qualities listed are often considered key components of emotional intelligence.

Question 10

Which of the following is a point of view that has most likely 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 eventually return to you.
E)Teamwork is a core value of successful companies.

Accepted Answer

The point of view that corporations exist to maximize shareholder value has been criticized for prioritizing short-term profits over long-term sustainability and ethical considerations, potentially eroding character in business.

Question 11

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 the future
E)the competition has access to the same databases you do

Accepted Answer

Recording personal conclusions about a customer could be potentially damaging if that information were to become available to the customer in the future. It is important to record the facts of the interaction to provide a clear and accurate record of the customer's needs and concerns. This information can be used to improve customer service and address any issues that arose during the interaction. However, personal conclusions should be discussed with a supervisor or research department before being recorded in the CRM software.

Question 12

Which of the following practices is most likely to be viewed by both salesperson and customer as unethical?
A)The salesperson gives the customer a cut glass paperweight with the company's name engraved on it at the end of December.
B)A salesperson gives a potential customer tickets for front-row seats at a sold-out concert of the potential customer's favorite singer.
C)The company throws an annual party for its clients at company headquarters that includes a buffet and open bar.
D)At a software convention,a software sales rep takes its top five clients out for dinner at an expensive steakhouse.
E)A railway company gives all of its vendors a 20% discount on passenger rail services.

Accepted Answer

Giving gifts or tickets to potential customers in order to secure their business can be viewed as bribery and a violation of ethical standards. The other options involve general business practices or benefits offered to all clients/vendors and are less likely to be viewed as unethical.

Question 13

It is unusual for salespeople to have to think about ethics on the job.

Accepted Answer

Salespeople regularly encounter ethical dilemmas, such as deciding whether to be honest with a customer about a product's limitations or upselling to increase sales even if it's not in the customer's best interest. It is important for salespeople to consider ethics in their day-to-day activities.

Question 14

Ron,a sales representative for a software firm,is giving a sales presentation to Mona,a buyer for a large manufacturing firm. Making a sale to Mona would double Ron's sales amount for the month and lead to a large commission. As they're engaging in small talk,Mona mentions to Ron that she's a huge fan of the local college football team. Ron's wife works at that college and can get season tickets for the games. What should Ron most likely do?
A)Ron should ask Mona more about her interest in the football team to discover if she would like tickets or if she already has her own.
B)Ron should ask his sales manager after the sales meeting if he should offer Mona tickets to the games.
C)Ron should assume that by mentioning the team,Mona is subtly letting him know what her preferences are so that he can give her a gift to win her business.
D)Ron should offer Mona season tickets to the games to influence her to buy the software product he is selling.
E)Ron should let the comment go and continue with the presentation to win Mona's business on the merits of the product and price.

Accepted Answer

Offering gifts or incentives outside of the business proposal, especially of significant value like season tickets, can be seen as unethical or as a form of bribery. It's important for Ron to focus on the merits of his product and how it meets the needs of Mona's company, rather than attempting to influence her decision through personal gifts.

Question 15

In the partnering-style seller/buyer relationship,what is the foundation for creating value?
A)emotional intelligence
B)communication skills
C)customer-oriented strategies
D)organizational policies
E)ethical decision making

Accepted Answer

The answer of In the partnering-style seller/buyer relationship,what is the...

Question 16

Individuals with high levels of emotional intelligence rarely display the qualities needed to be successful in sales because they appear untrustworthy.

Accepted Answer

This statement is false. Individuals with high levels of emotional intelligence often possess the qualities necessary to build trust with customers, such as empathy, effective communication, and the ability to understand and meet their needs. These qualities can contribute to their success in sales.

Question 17

Which of the following statements is most likely true about conducting business in China?
A)Take the initiative and move quickly to close deals.
B)Bow slightly and shake hands when greeting others.
C)Making a toast during a banquet is considered bad luck.
D)The lowest ranking person in a room should be introduced first.
E)Handkerchiefs and clocks are appropriate gifts that suggest good luck.

Accepted Answer

In China, it is customary to bow slightly and shake hands when greeting others. It shows respect and politeness. Option A is not entirely true as it is important to build relationships and trust first before closing deals. Option C is not accurate as making toasts during banquets is considered an important aspect of business culture in China. Option D is not a correct statement as the most senior or highest-ranking person should be introduced first. Option E is not entirely correct as handkerchiefs are associated with funerals and clocks are associated with funerals and bad luck, so they are not appropriate gifts.

Question 18

Reciprocity,as a corporate policy,is:
A)always a breach of ethics
B)illegal in the U.S.,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

Accepted Answer

Reciprocity can sometimes be used as a form of corporate blackmail, where one company pressures another into a reciprocal agreement that may not be in the latter's best interest.

Question 19

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 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 the information is correct

Accepted Answer

It is important for salespeople to maintain the confidentiality of information they receive from customers, even if it is about competitors. They should not share this information with anyone else unless explicitly authorized by the customer to do so. A breach of confidentiality can damage the trust between the salesperson and the customer, and also harm the reputation of the company. Therefore, preserving the confidentiality of information is the best choice.

Question 20

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

Accepted Answer

The role model provided by a sales manager is most useful in guiding a salesperson in ethical behavior because it offers a direct, observable example of how to act ethically in real-world situations.

Quiz 3: Ethics: The Foundation for Partnering Relationships That Create Value

CRM software can most likely help a salesperson to:

A company's sales goals will never be in conflict with ethical behavior on the part of salespeople.

The practice of reciprocity:

People with high levels of ________ tend to display the characteristics needed for success in sales,such as self-awareness,self-confidence,empathy,and adaptability.

What are the three elements of emotional intelligence?

If a potential client hints that they will give you a sale if you give them a gift,you should most likely:

Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence?

Which of the following is a point of view that has most likely eroded character in business?

It is important to record the facts of an interaction with a customer in CRM software but not your conclusions,because:

Which of the following practices is most likely to be viewed by both salesperson and customer as unethical?

It is unusual for salespeople to have to think about ethics on the job.

In the partnering-style seller/buyer relationship,what is the foundation for creating value?

Individuals with high levels of emotional intelligence rarely display the qualities needed to be successful in sales because they appear untrustworthy.

Which of the following statements is most likely true about conducting business in China?

Reciprocity,as a corporate policy,is:

When a customer reveals confidential information about a competitor to a salesperson,the preferred course of action is for the salesperson to:

Which of the following is most useful in guiding a salesperson in ethical behavior?