Question 1

All of the following are characteristics of ethical behavior EXCEPT:
A) being honest with customers.
B) following company policies.
C) showing loyalty to co-workers.
D) treating customers and peers fairly.
E) maintaining personal sales goals.

Accepted Answer

Being honest, loyal, and fair are qualities of an ethical person as well as adhering to company policies. Maintaining sales goals is an action taken by hardworking employees, but it is not necessarily a characteristic of ethical behavior.

Question 2

An ongoing Barna Research study finds that all of the following are primary influences on the ethical and moral decision-making process of Americans EXCEPT:
A) religion.
B) books.
C) the Internet.
D) television.
E) family.

Accepted Answer

Barna Research is conducting an ongoing study of sources influencing Americans' ethical and moral decision-making processes. In early returns, Barna found the leading influencers in American society to be movies, television, the Internet, books, music, public policy and law, and family but not religion.

Question 3

Which of the following would most likely trigger an ethical dilemma?
A) Excessively codified ethical standards
B) Culturally different business practices
C) Long-term organizational loyalties
D) Productivity-based bonuses
E) Detail sales representatives

Accepted Answer

An ethical dilemma arises in a situation when each alternative choice or behavior has some undesirable elements due to potentially negative ethical or personal consequences. In some cultures, it is considered a normal business practice to pay bribes to government officials, which may cause ethical dilemmas for U.S. salespeople.

Question 4

Paula considers herself to be a responsible person.She upholds moral and legal laws and conforms to the expectations of others.Paula is functioning at what level of moral development?
A) Unrestricted
B) Principled
C) Mature
D) Conventional
E) Preconventional

Accepted Answer

At the conventional moral development level, an individual conforms to the expectations of others, such as family, friends, employer, boss, or society, and upholds moral and legal laws.

Question 5

A _____ refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion.
A) conventional moral maturity
B) point of convenient reference
C) directional code of ethics
D) fixed point of reference
E) frame of conventionality

Accepted Answer

A fixed point of reference refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion. This fixed point of reference must be separate from you; otherwise you will be changing the rules based upon your best interest in various situations.

Question 6

A(n)_____ would tell Quinton that he should return unauthorized competitive information to its owner without examining it,even though the information would more than likely result in a large commission for Quinton.
A) fixed point of reference
B) employee rights clause
C) mandatory cooling off period
D) preconventional moral maturity
E) directional code of ethics

Accepted Answer

A fixed point of reference refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion. This fixed point of reference must be separate from you; otherwise you will be changing the rules based upon your best interest in various situations.

Question 7

The majority of sales personnel operate at the _____ level of moral development.
A) intentional
B) principled
C) discretionary
D) conventional
E) preconventional

Accepted Answer

The majority of sales personnel, as well as people in general, operates at the conventional level. However, a few individuals are at level 1, and it is estimated that less than 20 percent of individuals reach level 3.

Question 8

A salesperson has been given the intellectual property of a competitor.The salesperson,who is uncertain how to handle the situation,seeks the guidance of an attorney.The salesperson is most likely operating at which level of moral development?
A) Philanthropic
B) Principled
C) Conventional
D) Restricted
E) Preconventional

Accepted Answer

At the conventional moral development level, an individual conforms to the expectations of others, such as family, friends, employer, boss, or society, and upholds moral and legal laws. A salesperson at this level might ask, "What am I legally required to do?" when making an ethical or moral decision.

Question 9

All of the following would most likely eliminate the need for additional laws governing right and wrong in business settings EXCEPT:
A) stringent codes of ethics.
B) moral organizational cultures.
C) ethical examples from top management.
D) standardization of fixed points of reference.
E) support for corporate social responsibility programs.

Accepted Answer

As principles of ethics and social responsibility are more widely recognized, companies can use codes of ethics and their corporate cultures to govern behavior, thereby eliminating the need for additional laws governing right and wrong. A fixed point of reference is an individual's tool for determining right and wrong and cannot be standardized.

Question 10

Which of the following is LEAST likely an ethical issue faced by most sales managers?
A) Employee rights
B) Sales territories
C) Sales pressure
D) Benefits flexibility
E) Personnel substance abuse

Accepted Answer

Five ethical considerations sales managers face are the level of sales pressure to place on a salesperson, decisions concerning a salesperson's territory, whether to be honest with the salesperson, what to do with an ill salesperson, and employee rights. Employee benefits are unlikely to cause ethical dilemmas for sales managers.

Question 11

Which of the following terms refers to an extra-large customer that generates significantly more revenue for a salesperson than other customers?
A) Balanced account
B) Outsourced account
C) Retail account
D) House account
E) Key account

Accepted Answer

Key accounts are those that involve extra-large customers and generate a great deal of sales. House accounts are handled by a salesperson from the home office.

Question 12

According to the text,your conscience is usually not the best guide for making moral and ethical decisions because it:
A) is at the conventional level.
B) remains too stationary.
C) changes based on the situation.
D) is too distant from the circumstances.
E) relies on conflicting belief systems.

Accepted Answer

A fixed point of reference refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion. This fixed point of reference must be separate from you; otherwise you will be changing the rules based upon your best interest in various situations. This is why your conscience is usually not your best guide to making moral and ethical decisions.

Question 13

In order to be effective,a fixed point of reference must:
A) change rules based on the situation.
B) be identical to personal beliefs.
C) use one's own conscience.
D) relate to objects rather than people.
E) be separate from the individual.

Accepted Answer

A fixed point of reference refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion. This fixed point of reference must be separate from you; otherwise you will be changing the rules based upon your best interest in various situations.

Question 14

Which of the following occurs when the right or wrong decision cannot be clearly identified?
A) Ethical standardization
B) Immoral behavior
C) Sales pressure
D) Ethical dilemma
E) Social responsibility

Accepted Answer

An ethical dilemma arises in a situation when each alternative choice or behavior has some undesirable elements due to potentially negative ethical or personal consequences. Right or wrong cannot be clearly identified.

Question 15

Ethical behavior:
A) refers to following the rules and treating others fairly.
B) refers to a firm's economic level of social responsibility.
C) assumes that the individual is operating at an unrestricted moral level.
D) assumes that human interactions are primarily reciprocal.
E) refers to the devotion to a generic religious or social principle.

Accepted Answer

Ethical behavior refers to treating others fairly. Specifically, it refers to being honest and truthful, maintaining confidence and trust, following the rules, and treating others fairly.

Question 16

The person who operates at the _____ level of moral development would adhere to the Golden Rule of Selling.
A) intentional
B) principled
C) conventional
D) discretionary
E) preconventional

Accepted Answer

The principled individual disobeys orders, laws, and consequences to follow internal morals, values, and ethics. This person follows the Golden Rule.

Question 17

On the job,Jack acts purely in his own best interest.He follows company rules only to avoid being fired.At what level of moral development is Jack most likely functioning?
A) Unrestricted
B) Principled
C) Conventional
D) Mature
E) Preconventional

Accepted Answer

At the preconventional moral development level, an individual acts in his or her own best interest and thus follows rules to avoid punishment or receive rewards.

Question 18

An individual operating in the _____ level of moral development would disobey orders,laws,and consequences to follow personal ethics and values.
A) voluntary
B) principled
C) conventional
D) habitual
E) preconventional

Accepted Answer

At the principled moral development level, an individual lives by an internal set of morals, values, and ethics regardless of punishments or majority opinion. The individual would disobey orders, laws, and consequences to follow what he or she believes is right.

Question 19

All of the following are involved in the majority of sales people's ethical issues EXCEPT:
A) co-workers.
B) managers.
C) customers.
D) friends.
E) employers.

Accepted Answer

Most ethical issues that sales personnel face involve other salespeople, employers, managers, and customers.

Question 20

According to a survey of adult Americans,people are most likely to base ethical and moral decisions on:
A) legal outcomes.
B) current situations.
C) principles of justice.
D) historical cultures.
E) religious standards.

Accepted Answer

In a February 12, 2002, national poll, American adults said by a 3-to-1 margin that truth is always relative to a person's situation. People are most likely to make their moral and ethical decisions on the basis of whatever feels right or comfortable in a situation.

Quiz 3: Ethics First Then Customer Relationships

All of the following are characteristics of ethical behavior EXCEPT:

An ongoing Barna Research study finds that all of the following are primary influences on the ethical and moral decision-making process of Americans EXCEPT:

Which of the following would most likely trigger an ethical dilemma?

Paula considers herself to be a responsible person.She upholds moral and legal laws and conforms to the expectations of others.Paula is functioning at what level of moral development?

A _____ refers to something that provides the correct action to take in any situation and never gets tailored to fit an occasion.

A(n) _____ would tell Quinton that he should return unauthorized competitive information to its owner without examining it,even though the information would more than likely result in a large commission for Quinton.

The majority of sales personnel operate at the _____ level of moral development.

A salesperson has been given the intellectual property of a competitor.The salesperson,who is uncertain how to handle the situation,seeks the guidance of an attorney.The salesperson is most likely operating at which level of moral development?

All of the following would most likely eliminate the need for additional laws governing right and wrong in business settings EXCEPT:

Which of the following is LEAST likely an ethical issue faced by most sales managers?

Which of the following terms refers to an extra-large customer that generates significantly more revenue for a salesperson than other customers?

According to the text,your conscience is usually not the best guide for making moral and ethical decisions because it:

In order to be effective,a fixed point of reference must:

Which of the following occurs when the right or wrong decision cannot be clearly identified?

Ethical behavior:

The person who operates at the _____ level of moral development would adhere to the Golden Rule of Selling.

On the job,Jack acts purely in his own best interest.He follows company rules only to avoid being fired.At what level of moral development is Jack most likely functioning?

An individual operating in the _____ level of moral development would disobey orders,laws,and consequences to follow personal ethics and values.

All of the following are involved in the majority of sales people's ethical issues EXCEPT:

According to a survey of adult Americans,people are most likely to base ethical and moral decisions on: