Question 1

Honesty of the spoken word is called _____.

Accepted Answer

Candor refers to the quality of being open, honest, and sincere in speech or expression.

Question 2

Susan is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great deal of knowledge about the products offered by the store. She is often asked questions by customers to which she does not know the answer. However, she always responds to them by saying, "I will check with my store manager and get back to you." By being honest with her customers, Susan exhibits:

Accepted Answer

Candor refers to being open, honest, and sincere in speech or expression. By admitting she doesn't know the answer but is willing to find out, Susan is being candid with her customers.

Question 3

_____ is a knowledge tool that salespeople must possess to explain their firms' advertising programs.

Accepted Answer

Promotion knowledge is essential for salespeople to explain their firms' advertising programs effectively, as it encompasses understanding the promotional strategies and tools used by the company.

Question 4

Andrew is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Andrew is:

Accepted Answer

Andrew's behavior of never being late for appointments and always following through on promises demonstrates reliability and trustworthiness, which are characteristics of being dependable.

Question 5

A salesperson's commonalities with other individuals is known as _____.

Accepted Answer

Compatibility refers to the state of being able to exist or work together in combination without problems or conflict. In the context of a salesperson, compatibility with other individuals would mean having commonalities that allow for smooth interactions and relationships, which is essential for effective salesmanship.

Question 6

_____ refers to a salesperson's behavior that can be foretold on the basis of observation or experience by a buyer.

Accepted Answer

Predictability refers to the ability to anticipate a salesperson's behavior based on past observations or experiences, which is what the question describes.

Question 7

Ravi is a sales representative at a sports equipment company. He has a keen interest in tennis and often organizes matches with some of his customers on weekends. By doing so, he has befriended a number of his clients. Given this information, it is evident that Ravi prioritizes _____ in the buyer-seller relationship.

Accepted Answer

Ravi's actions of organizing tennis matches and befriending clients show he values compatibility, as these activities help build rapport and shared interests, enhancing the buyer-seller relationship.

Question 8

It is important for a salesperson to understand what service dimensions concern the buyer. Which of the following service dimensions does the question "Do we send a team to your site for start-up?" address?

Accepted Answer

The question "Do we send a team to your site for start-up?" directly addresses the Installation service dimension, as it pertains to setting up or installing the product or service at the customer's location.

Question 9

Robert is a young college graduate who is looking for a sales job in the pharmaceutical business. To better his chances of being selected by employers, he decides to enhance his knowledge of the latest medications in the market. In this scenario, it is evident that Robert is trying to enhance his _____.

Accepted Answer

Robert is focusing on improving his understanding of the latest medications in the market, which falls under industry knowledge, specifically within the pharmaceutical sector. This knowledge is crucial for a sales job in this industry.

Question 10

Salespeople who always do what they say they are going to do earn the trust of buyers because buyers perceive them as being:

Accepted Answer

Salespeople who consistently follow through on their promises are seen as dependable because they demonstrate reliability and trustworthiness, which are key aspects of being dependable.

Question 11

Which of the following questions must a salesperson be able to answer in order to demonstrate that he or she has product knowledge?

Accepted Answer

A salesperson must know the materials used in making the goods to effectively demonstrate product knowledge.

Question 12

Phil is a salesman in a grocery store in Bronshire, a state in the United States. His customers are primarily long-term residents of the state. Phil frequently interacts with them and is liked by most of the people who visit the store. The customers feel comfortable explaining to Phil exactly what products they need. In this scenario, Phil exhibits _____.

Accepted Answer

Phil exhibits compatibility because he is liked by most of the people who visit the store and the customers feel comfortable explaining to him exactly what products they need.

Question 13

A salesperson who is ready to answer the question "Does the company repair and maintain its sold products or does the company send them to a third party?" can effectively solve _____.

Accepted Answer

Being prepared to answer questions about repair and maintenance services directly relates to addressing service issues, as it involves providing after-sales support and ensuring customer satisfaction with the product's upkeep.

Question 14

Nora, a salesperson who works for Fifth Leaf Fashions, informs her customers that they can return garments within 30 days of purchase for cash. However, the Fifth Leaf Fashion's return policy states that customers may only exchange garments for other garments and not for cash. In this scenario, it is evident that Nora needs to improve her _____.

Accepted Answer

Nora's misunderstanding of the return policy indicates a lack of knowledge about her company's policies, not the industry, products, promotions, or pricing.

Question 15

A salesperson's service mission is to:

Accepted Answer

The primary mission of a salesperson is to provide added value for customers, which helps in building long-term relationships and trust, rather than focusing solely on immediate sales or aggressive selling tactics.

Question 16

Jennifer is a salesperson for a business insurance company. She informs her customers about new company policies that are likely to affect them despite the risk of losing them. In this scenario, Jennifer exhibits _____.

Accepted Answer

Jennifer's actions demonstrate customer-oriented behavior because she prioritizes her customers' needs and informs them about new policies that could affect them, even at the risk of losing their business. This approach focuses on building long-term relationships by ensuring customers are well-informed and their needs are addressed.

Question 17

Emma goes to her favorite clothing store to shop for clothes. She looks for a particular kind of trousers but cannot find them. Denver, the salesman in the store, tells her that the kind of trousers she is looking for is currently out of stock, but he assures her that he will inform her as soon as they are back in the store. Emma takes his word for it as Denver always delivers as he promises. In this scenario, Denver exhibits _____.

Accepted Answer

Denver's assurance and history of keeping promises show predictability in his behavior and actions.

Question 18

A salesperson should be familiar with his or her company's key personnel. This helps:

Accepted Answer

Knowing key personnel helps in building team spirit, as it enables the salesperson to know whom to approach for assistance, thereby facilitating collaboration to meet customer needs.

Question 19

Josie, a sales professional for a company that manufactures kitchen appliances, is consistently rated by customers as the best salesperson because she has a detailed understanding of all the appliances manufactured by the company, including how they work and how they are made. Given this information, it is evident that Josie possesses sound _____.

Accepted Answer

The answer of Josie, a sales professional for a company...

Question 20

A salesperson must know what his or her commodity can and cannot do. For this, the salesperson must have sound _____.

Accepted Answer

Product knowledge is essential for a salesperson to understand what their commodity can and cannot do, enabling them to effectively communicate its benefits and limitations to potential customers.

Quiz 2: Building the Trust and Sales Ethics