Question 1

Which statement best describes a key difference between traditional sales tactics and today's trust-based relationship selling methods?
A) In trust-based relationship selling, dependability takes on greater importance.
B) Traditional selling tactics focus more on logistical issues to demonstrate trust.
C) In trust-based relationship selling, the concept of trust is based on a larger set of factors.
D) Traditional selling tactics require higher levels of trust to be successful.

Accepted Answer

In trust-based relationship selling, the concept of trust is based on a larger set of factors, including honesty, transparency, empathy, and mutual benefit. Traditional selling tactics may focus more on demonstrating trust through logistical issues such as on-time delivery or quality control, but do not necessarily prioritize building a deeper relationship with the customer based on a broader sense of trust.

Question 2

Increased competition has resulted in buyer's markets in most industries. How has that affected personal selling?
A) a renewed emphasis on adversarial, win-lose approaches to selling
B) buyers preferring to spread out purchasing between more sellers
C) a move toward long-term buyer-seller relationships based on trust and mutual achievement of objectives
D) sellers preferring to do more profitable business with fewer buyers

Accepted Answer

Increased competition and buyer's markets have led to a greater focus on establishing long-term relationships based on trust and mutual objectives between buyers and sellers. This helps to create value beyond the immediate transaction and can lead to sustained business relationships. Adversarial approaches to selling are becoming less effective in this context.

Question 3

Helga is a salesperson for a business insurance company. Recently, she told several of her customers about new legislation that may adversely affect their businesses. How is Helga earning trust?
A) Her customers will perceive her to be likeable.
B) Her customers will perceive her to be candid.
C) Her customers will perceive her to be dependable.
D) Her customers will perceive her to be customer-oriented.

Accepted Answer

D

Question 4

What aspect of trust is addressed by a salesperson who can be relied upon to keep his or her promises?
A) expertise
B) dependability
C) candour
D) compatibility

Accepted Answer

The aspect of trust addressed by a salesperson who can be relied upon to keep his or her promises is dependability. When a salesperson makes a promise and fulfills it, it shows that they are reliable and can be trusted to deliver on their commitments. This helps to build trust between the salesperson and the customer, which is essential for maintaining a long-term relationship.

Question 5

As a salesperson for an electrical parts wholesaler, Imad is very careful not to share information with respect to the operations of one of his customers with another. Which aspect of trust does this illustrate?
A) confidentiality
B) reliability
C) security
D) honesty

Accepted Answer

Imad's actions illustrate confidentiality, which involves keeping sensitive information private and only sharing it with those who have a need to know.

Question 6

According to the textbook, what is the challenge associated with the concept of trust in the?context of buyer-seller relationships?
A) The seller defines trust, and it can mean different things to different people.
B) The concept of trust is universally understood.
C) The buyer defines trust, and it can mean different things to different people.
D) The concept of trust is not necessarily a requirement for doing business in today's highly automated markets.

Accepted Answer

The challenge associated with the concept of trust in the context of buyer-seller relationships is that the buyer defines trust, and it can mean different things to different people. Trust is a subjective concept that varies depending on personal experiences and expectations. Therefore, it is crucial for sellers to understand their customers' definition of trust and work to build relationships based on those expectations.

Question 7

Suppose you are a salesperson for a salesforce automation consulting company. After working with a potential customer for several weeks, you determine that a lower-cost and lower-margin solution is best for your customer. Although a more-expensive and higher-margin system will work, by recommending the lower-cost solution, what are you demonstrating?
A) dependability
B) knowledge
C) likeability
D) customer orientation

Accepted Answer

By recommending a lower-cost solution that meets the customer's needs, the salesperson is demonstrating a customer orientation focused on meeting the customer's needs and budget. This approach builds trust and can result in long-term customer relationships.

Question 8

What aspect of trust is addressed by a salesperson who is honest in his or her spoken word and whose presentations are fair and balanced?
A) compatibility
B) dependability
C) candour
D) customer orientation

Accepted Answer

A salesperson who is honest in their spoken word and whose presentations are fair and balanced addresses the aspect of trust known as candor. Candor refers to honesty, openness, and transparency in communication.

Question 9

When a salesperson makes an effort so that buyers like doing business with him or her and the company, which of the following aspects of trust is being addressed in a sales context?
A) dependability
B) candour
C) customer orientation
D) compatibility

Accepted Answer

Compatibility refers to the degree of similarity between two parties, in this case the salesperson and the buyer, in terms of their values, attitudes, and beliefs. When a salesperson makes an effort to build a relationship based on shared values and beliefs, it can increase the buyer's trust in the salesperson and the company, making them more likely to do business together in the future.

Question 10

Omar is a new sales rep for an automotive supplier. He is careful to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviours help Omar to build trust with his customers. What do his customers perceive Omar to be?
A) an expert
B) candid
C) dependable
D) competent

Accepted Answer

Omar's customers perceive him to be dependable because he is always on time and follows through on his promises.

Question 11

According to the textbook, what describes the extent of the buyer's confidence that he or she can rely on the salesperson's integrity?
A) trust
B) empathy
C) dependability
D) honesty

Accepted Answer

Trust is the extent of the buyer's confidence that they can rely on the salesperson's integrity. Trust is a crucial component in building and maintaining long-term relationships with customers.

Question 12

What aspect of trust is addressed by a salesperson knowing what he or she needs to know, and by his or her company having the ability and resources to get the job done right?
A) expertise
B) dependability
C) candour
D) customer orientation

Accepted Answer

Expertise refers to the knowledge and skills that a salesperson and their company possess, which enables them to effectively meet customer needs and complete tasks correctly.

Question 13

As a successful salesperson for an automotive parts manufacturer, Zach is known by his customers for always following through on any commitments he makes. Which of the following aspects of trust does this illustrate?
A) confidentiality
B) honesty
C) security
D) dependability

Accepted Answer

Zach's behavior of following through on commitments demonstrates his dependability, which is a key aspect of trust in a business relationship. Options A, B, and C are not relevant in this scenario.

Question 14

Hunter is a new salesperson who does not yet possess a great deal of product knowledge. He is often asked questions to which he does not know the answer. By being upfront with his customers about not knowing the answers and then making an effort to find them, how does Hunter build trust?
A) He is perceived as an expert.
B) He is perceived as candid.
C) He is perceived as compatible.
D) He is perceived as competent.

Accepted Answer

By being upfront about not knowing the answers and making an effort to find them, Hunter is perceived as candid and honest. This builds trust with customers because they appreciate someone who is honest about their knowledge and willing to go the extra mile to find the correct information. While Hunter may not be perceived as an expert or compatible, he is building trust by showing competence in his willingness to learn and follow up with customers.

Question 15

The introduction to Chapter 2 focuses on Megan Foley, a vice president of an engineering firm. What does Megan suggest that business owners employ as a secret weapon to boost sales and build more solid client relationships?
A) a code of ethics to guide employee behaviour
B) a security system for client information
C) the power of trust as a competitive differentiator
D) using competitive intelligence to improve a product or service offering

Accepted Answer

Megan suggests that business owners employ the power of trust as a competitive differentiator to boost sales and build more solid client relationships.

Question 16

Salespeople often adapt their appearance and communication style to that of their customers. How does this help them to build trust?
A) Their customers perceive them as being experts.
B) Their customers perceive them as being customer-oriented.
C) Their customers perceive them as being compatible.
D) Their customers perceive them as being candid.

Accepted Answer

By adapting their appearance and communication style to that of their customers, salespeople give the impression that they are similar and compatible with their customers. This similarity can make the customer feel more comfortable and trusting of the salesperson.

Question 17

As a salesperson for a construction materials manufacturer, Rachel focuses on providing her customers with any and all information she has available regarding the products she sells and any interactions that take place between buyer and seller. Which aspect of trust does this illustrate?
A) integrity
B) reliability
C) security
D) openness

Accepted Answer

Rachel's approach of sharing all available product information and details about buyer-seller interactions exemplifies openness. This aspect of trust involves being transparent and forthcoming with information, which helps in building trust with customers.

Question 18

According to the textbook, what will long-term sales success in any industry be built on?
A) repeat business from customers in long-term purchase contracts
B) customer referrals from satisfied customers who trust their salesperson
C) salespersons commitment to the business
D) stability of salesperson representation

Accepted Answer

Long-term sales success in any industry will be built on customer referrals from satisfied customers who trust their salesperson. This creates a positive image for the salesperson and the business, which leads to increased sales and repeat business. Repeat business and stability of salesperson representation can also contribute to long-term success, but customer referrals are the most important factor. Commitment to the business is important but not the primary factor for long-term sales success.

Question 19

As an experienced and successful salesperson for a clothing manufacturer, Lise takes care to always follow company policies and procedures when dealing with her customers. Which aspect of trust does this illustrate?
A) confidentiality
B) reliability
C) security
D) honesty

Accepted Answer

Lise's adherence to company policies and procedures demonstrates her reliability, meaning she can be trusted to consistently follow through on commitments and obligations.

Question 20

What aspect of trust is addressed by a salesperson who truly cares about partnerships with customers, advocating for them in the event of a problem arising?
A) dependability
B) candour
C) customer orientation
D) honesty

Accepted Answer

The aspect of trust that is addressed by a salesperson who truly cares about partnerships with customers, advocating for them in the event of a problem arising is customer orientation. This shows that the salesperson is focused on the customer's needs and interests, and is willing to go above and beyond to ensure their satisfaction. This can help build a strong partnership between the salesperson and the customer, based on mutual trust and respect.

Quiz 2: Building Trust and Sales Ethics

Which statement best describes a key difference between traditional sales tactics and today's trust-based relationship selling methods?

Increased competition has resulted in buyer's markets in most industries. How has that affected personal selling?

Helga is a salesperson for a business insurance company. Recently, she told several of her customers about new legislation that may adversely affect their businesses. How is Helga earning trust?

What aspect of trust is addressed by a salesperson who can be relied upon to keep his or her promises?

As a salesperson for an electrical parts wholesaler, Imad is very careful not to share information with respect to the operations of one of his customers with another. Which aspect of trust does this illustrate?

According to the textbook, what is the challenge associated with the concept of trust in the?context of buyer-seller relationships?

What aspect of trust is addressed by a salesperson who is honest in his or her spoken word and whose presentations are fair and balanced?

When a salesperson makes an effort so that buyers like doing business with him or her and the company, which of the following aspects of trust is being addressed in a sales context?

Omar is a new sales rep for an automotive supplier. He is careful to never be late for an appointment and to always follow through immediately on promises he makes to his customers. These behaviours help Omar to build trust with his customers. What do his customers perceive Omar to be?

According to the textbook, what describes the extent of the buyer's confidence that he or she can rely on the salesperson's integrity?

What aspect of trust is addressed by a salesperson knowing what he or she needs to know, and by his or her company having the ability and resources to get the job done right?

As a successful salesperson for an automotive parts manufacturer, Zach is known by his customers for always following through on any commitments he makes. Which of the following aspects of trust does this illustrate?

Hunter is a new salesperson who does not yet possess a great deal of product knowledge. He is often asked questions to which he does not know the answer. By being upfront with his customers about not knowing the answers and then making an effort to find them, how does Hunter build trust?

The introduction to Chapter 2 focuses on Megan Foley, a vice president of an engineering firm. What does Megan suggest that business owners employ as a secret weapon to boost sales and build more solid client relationships?

Salespeople often adapt their appearance and communication style to that of their customers. How does this help them to build trust?

As a salesperson for a construction materials manufacturer, Rachel focuses on providing her customers with any and all information she has available regarding the products she sells and any interactions that take place between buyer and seller. Which aspect of trust does this illustrate?

According to the textbook, what will long-term sales success in any industry be built on?

As an experienced and successful salesperson for a clothing manufacturer, Lise takes care to always follow company policies and procedures when dealing with her customers. Which aspect of trust does this illustrate?

What aspect of trust is addressed by a salesperson who truly cares about partnerships with customers, advocating for them in the event of a problem arising?