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SELL 3rd Edition Ingram Test Bank

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SELL 3rd Edition Ingram Test Bank

Chapter 2—Building Trust and Sales Ethics

MULTIPLE CHOICE

1. LaTasha is a purchasing agent for a large construction company. Jeff is a salesperson for a building
materials company and has been calling unsuccessfully on LaTasha for several weeks. LaTasha likes
Jeff and believes he is selling a good product. Unfortunately, she does not feel she can rely on him if
she ever had a problem with one of the orders. Which of the following best reflects the underlying
problem?
a. Jeff has lied to LaTasha.
b. Jeff's company needs to work on its ability to deliver orders accurately and on time.
c. LaTasha doesn't trust Jeff.
d. LaTasha is simply a tough buyer.
e. All of the above are correct.
ANS: C PTS: 1 DIF: Medium REF: p. 32
OBJ: 1

2. Which of the following best describes trust in a buyer-seller context?


a. The buyer understands the salesperson
b. The salesperson is honest with the buyer
c. The buyer can rely on what the salesperson says or promises to do
d. The salesperson is able to solve the buyer's needs cost effectively
e. The salesperson is dependable
ANS: C PTS: 1 DIF: Easy REF: p. 32
OBJ: 1

3. In order for the buyer to be able to rely on what the salesperson says or promises to do, the buyer must:
a. Trust the salesperson
b. Like the salesperson
c. Know the salesperson
d. Believe the salesperson is customer-oriented
e. Believe the salesperson is honest
ANS: A PTS: 1 DIF: Easy REF: p. 32
OBJ: 1

4. Which of the following is not recognized as a trust builder?


a. Power
b. Expertise
c. Candor
d. Customer orientation
e. Dependability
ANS: A PTS: 1 DIF: Easy REF: p. 32
OBJ: 3

5. Which of the following is not recognized as a trust builder?


a. Customer orientation
b. Competence
c. Dependability
d. Candor
e. Each of the above is recognized as a trust builder

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ANS: E PTS: 1 DIF: Easy REF: p. 32
OBJ: 3

6. The question "Do you know what you're talking about?" is addressing which component of trust?
a. Competence or expertise
b. Candor
c. Customer orientation
d. Dependability
e. Compatibility
ANS: A PTS: 1 DIF: Medium REF: p. 33
OBJ: 1

7. A buyer asking/thinking the question "Will you recommend what is best for me (buyer) or what is best
for you (salesperson)?" is addressing which component of trust?
a. Competence or expertise
b. Candor
c. Customer orientation
d. Dependability
e. Compatibility
ANS: C PTS: 1 DIF: Medium REF: p. 33
OBJ: 1

8. The question "Are you being upfront with me" is addressing which component of trust?
a. Competence or expertise
b. Candor
c. Customer orientation
d. Dependability
e. Compatibility
ANS: B PTS: 1 DIF: Medium REF: p. 33
OBJ: 1

9. The question "Can you and your company back up your promises?" is addressing which component of
trust?
a. Competence or expertise
b. Candor
c. Customer orientation
d. Dependability
e. Compatibility
ANS: D PTS: 1 DIF: Medium REF: p. 33
OBJ: 1

10. Which of the following is most accurate regarding successful long-term buyer-seller relationships?
a. The seller almost always charges the buyer the lowest price possible.
b. The seller must conceal some cost information from the buyer in order to maintain
profitability.
c. Mutual trust is crucial.
d. The seller must be honest with the buyer.
e. All of the above are accurate.
ANS: C PTS: 1 DIF: Hard REF: p. 34
OBJ: 1
11. Which of the following best describes a key difference between traditional sales tactics and trust-based
relationship selling methods today?
a. In trust-based relationship selling there is little concern for making sales.
b. Traditional selling tactics are always the quickest way to get a sale.
c. Getting orders is not important in trust-based relationship selling.
d. Establishing trust is more important to trust-based relationship selling methods.
e. Traditional sales tactics are more collaborative than trust-based relationship selling
methods.
ANS: D PTS: 1 DIF: Hard REF: p. 34
OBJ: 2

12. Bill has been selling vacuum cleaners door-to-door for the past seven years. Recently he took a new
job selling industrial cleaning equipment to large factories and institutions. Bill was assigned a
territory that contained 35 accounts with which his company has been doing business for several years.
Bill is having trouble adjusting from his role as a traditional salesperson to his role as a relational
salesperson. Which of the following best reflects one of the key differences between traditional selling
and relational selling that may be causing Bill some adjustment trouble.
a. In his new job, getting orders is not important.
b. The company he is now working for is not concerned about profits.
c. With his new job, Bill has to build and maintain long-term relationships.
d. The customers Bill is now calling on are only concerned about price.
e. All of the above.
ANS: C PTS: 1 DIF: Hard REF: p. 34
OBJ: 2

13. Building long-term, mutually satisfying relationships with customers requires salespeople to be:
a. Competent
b. Likeable
c. Candid
d. Dependable
e. All of the above
ANS: E PTS: 1 DIF: Easy REF: p. 34-38
OBJ: 3

14. Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late
for an appointment and to always follow through immediately on promises he makes to his customers.
These behaviors help Andrew build trust with his customers because they perceive him as:
a. An expert
b. Candid
c. Dependable
d. Competent
e. Helpful
ANS: C PTS: 1 DIF: Medium REF: p. 36
OBJ: 3

15. Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:
a. Dependable
b. Customer oriented
c. Likeable
d. Candid
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MINNESOTA
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Pop. 7,000 38 L. 7-24’s 10-16’s 20-8’s
Macon Sears & Sears .07
Pop. 4,068 2-24’s 4-16’s 8-8’s
Maplewood St. Louis Billposting Co. .16
Pop. 5,525 5-24’s 10-16’s 15-8’s
Mail and paper to 631 S. 6th St., St.
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Marionville Wm. Bunch .07
Pop. 1,290 1-24 2-16’s 5-8’s
Mail and paper to Aurora.
Marshall Morris & M’Curdy .07
Pop. 6,000 3-24’s 5-16’s 10-8’s
Maryville S. B. Arnold .07
Pop. 4,577 2-24’s 4-16’s 8-8’s
Memphis C. W. Harding .07
Pop. 2,135 1-24 2-16’s 5-8’s
Mexico A. R. Waterman .09
Pop. 6,000 27 L. 7-24’s 10-16’s 15-8’s
Moberly Halloran Billposting Co. .09
Pop. 9,000 32 L. 8-24’s 12-16’s 18-8’s
Monett Callaway & King .07
Pop. 3,115 2-24’s 3-16’s 6-8’s
Mound City Cardinell McCoy .07
Pop. 1,700 1-24 2-16’s 5-8’s
Mountain Grove W. S. Candler .07
Pop. 2,000 1-24 2-16’s 5-8’s
Mount Vernon Briant & Freeman .07
Pop. 1,206 1-24 2-16’s 5-8’s
Neosho The Lowe Co. .07
Pop. 4,500 2-24’s 4-16’s 8-8’s
Nevada Nevada Billposting Co. .09
Pop. 7,461 4-24’s 6-16’s 12-8’s
Poplar Bluff W. B. Hays Billposting Co. .07
Pop. 9,430 13 L. 4-24’s 5-16’s 10-8’s
Republic Harry A. Grove .07
Pop. 1,200 1-24 2-16’s 5-8’s
Rich Hill Newman Gossom .07
Pop. 4,120 15 L. 3-24’s 4-16’s 8-8’s
Richmond Richmond Show Co. .07
Pop. 3,478 2-24’s 3-16’s 6-8’s
Rolla W. H. Stimson .07
Pop. 1,600 1-24 2-16’s 5-8’s
Savannah P. Christianson & Son .07
Pop. 2,500 1-24 2-16’s 5-8’s
Sedalia Sedalia Billposting Co. .09
Pop. 25,000 15-24’s 20-16’s 30-8’s
Seneca S. C. Woodruff .07
Pop. 1,800 1-24 2-16’s 5-8’s
Sikeston City Billposting Co. .07
Pop. 3,500 2-24’s 3-16’s 6-8’s
Springfield Springfield Billposting Co. .12
Pop. 48,000 25-24’s 40-16’s 40-8’s
St. Charles St. Charles Posting Co. .09
Pop. 11,500 6-24’s 10-16’s 18-8’s
St. Joseph St. Joseph B. P. & Adv. Co. .12
Pop. 118,000 60-24’s 75-16’s 125-8’s
Lyceum Theatre Bldg.
St. Louis St. Louis Billposting Co. .16
Pop. 750,275 200-24’s 300-16’s 450-8’s
631 S. 6th St.
Stanberry J. H. Patterson .07
Pop. 2,654 1-24 2-16’s 5-8’s
Tarkio W. F. Marshall .07
Pop. 1,901 1-24 2-16’s 5-8’s
Thayer Ollie Lindley .07
Pop. 1,276 1-24 2-16’s 5-8’s
University City St. Louis Billposting Co. .16
Pop. 5,100 5-24’s 8-16’s 10-8’s
Mail and paper to 631 S. 6th St., St.
Louis.
Warrensburg Land Markward .07
Pop. 4,724 2-24’s 4-16’s 8-8’s
Washington O. H. Thias Billposting Co. .07
Pop. 4,500 10 L. 2-24’s 4-16’s 7-8’s
Webb City E. S. Brigham Advertising Service .09
Pop. 15,000 18 L. 5-24’s 8-16’s 15-8’s
Mail to 504 Walnut St., Kansas City,
Mo. Paper to Webb City.
Webster Groves St. Louis Billposting Co. .16
Pop. 5,556 6-24’s 12-16’s 18-8’s
Mail and paper to 631 S. 6th St., St.
Louis.
Wellston St. Louis Billposting Co. .16
Pop. 12,000 6-24’s 12-16’s 20-8’s
Mail and paper to 631 S. 6th St., St.
Louis.
Weston Geo. Marr .07
Pop. 2,000 1-24 2-16’s 5-8’s
Willow Springs Geo. Hutchinson .07
Pop. 1,500 1-24 2-16’s 5-8’s

MONTANA
The classification of towns named is as follows:

Class “A”—Excellent service; highly recommended.


Class “B”—Good service; meets Association requirements.
Class “C”—Not up to Association requirements.

Anaconda Thos. Feenan (B) .07


Pop. 12,267 23 L. 8-24’s 12-16’s 20-8’s
Billings Billings Billposting Co. (A) .09
Pop. 15,000 44 L. 12-24’s 20-16’s 35-8’s
Butte Montana Billposting Co. (B) .12
Pop. 45,000 68 L. 20-24’s 35-16’s 58-8’s
Deer Lodge James Beaton (C) .07
Pop. 2,000 4 L. 2-16’s 3-8’s
Dillon Fred Oliver (A) .07
Pop. 3,000 9 L. 3-24’s 4-16’s 7-8’s
Glendive J. R. Widmyer (C) .07
Pop. 2,000 7 L. 2-24’s 3-16’s 4-8’s
Great Falls Great Falls Billposting Co. (A) .07
Pop. 21,500 50 L. 12-24’s 18-16’s 30-8’s
Harlowton H. B. Myers (B) .07
Pop. 800 4 L. 2-16’s 3-8’s
Havre Havre Billposting Co. (C) .07
Pop. 3,500 14 L. 2-24’s 3-16’s 6-8’s
Helena Rocky Mountain Adv. Co. (B) .09
Pop. 23,152 12-24’s 18-16’s 30-8’s
Kalispell Kalispell Billposting Co. (B) .07
Pop. 7,000 12 L. 3-24’s 5-16’s 8-8’s
Lewistown Lewistown Billposting Co. (B) .07
Pop. 3,500 11 L. 3-24’s 4-16’s 6-8’s
Livingston Livingston Art & Decorative Co. (C) .09
Pop. 4,000 6 L. 2-24’s 3-16’s 5-8’s
Miles City J. F. Gibb (B) .07
Pop. 1,938 12 L. 3-24’s 5-16’s 8-8’s
Missoula R. R. Garver (A) .07
Pop. 12,000 30 L. 8-24’s 12-16’s 20-8’s
Roundup Henry P. Nelson (C) .07
Pop. 1,000 7 L. 2-24’s 3-16’s 5-8’s

NEBRASKA
Alliance S. A. Miller .07
Pop. 3,000 1-24 2-16’s 5-8’s
Alma Charles Sadler .07
Pop. 1,800 1-24 2-16’s 5-8’s
Auburn B. G. Whittemore .07
Pop. 3,000 6 L. 1-24 2-16’s 5-8’s
Aurora Peterson Painting & Posting Service .07
Pop. 1,921 1-24 2-16’s 5-8’s
Mail and paper to York, Neb.
Beatrice Thomas Billposting Co. .09
Pop. 15,000 42 L. 8-24’s 12-16’s 20-8’s
Blair V. W. Bartlett .07
Pop. 2,970 1-24 2-16’s 5-8’s
Blue Springs Talmon Advertising Co. .07
Pop. 785 1-16 3-8’s
Mail and paper to Wymore, Neb.
Central City H. E. Glatfelter .08
Pop. 2,000 12 L. 2-24’s 3-16’s 6-8’s
Chadron Chadron Posting Service .07
Pop. 2,000 10 L. 2-24’s 3-16’s 6-8’s
Columbus Columbus Billposting Co. .07
Pop. 3,522 2-24’s 3-16’s 6-8’s
David City L. C. Harris .08
Pop. 1,850 1-24 2-16’s 5-8’s
Edgar Daniel Harter .07
Pop. 1,040 1-24 2-16’s 5-8’s
Fairbury Fairbury Posting Service .07
Pop. 5,277 16 L. 4-24’s 5-16’s 10-8’s
Fremont W. A. Lowry .09
Pop. 11,200 39 L. 6-24’s 9-16’s 18-8’s
Fullerton R. W. Saley .07
Pop. 1,464 1-24 2-16’s 5-8’s
Grand Island H. J. Bartenbach .09
Pop. 9,000 24 L. 5-24’s 8-16’s 15-8’s
Hastings J. S. Craig .09
Pop. 8,000 5-24’s 8-16’s 15-8’s
Hebron J. E. Shearer .07
Pop. 1,511 1-24 2-16’s 5-8’s
Lexington Geo. W. Volk .07
Pop. 2,000 1-24 2-16’s 5-8’s
Lincoln Zehrung Posting Service .12
Pop. 50,000 63 L. 25-24’s 35-16’s 50-8’s
Oliver Theatre.
McCook F. Folden Adv. & Billposting System .07
Pop. 4,500 13 L. 3-24’s 4-16’s 8-8’s
Norfolk A. G. Bailey .07
Pop. 4,000 2-24’s 4-16’s 8-8’s
Neligh Norfolk Billposting Co. .09
Pop. 1,135 6 L. 1-24 2-16’s 5-8’s
Omaha Omaha Posting Service .12
Pop. 125,000 30-24’s 50-16’s 100-8’s
1807 St. Marys Ave.
Plattsmouth Parmele Billposting Co. .07
Pop. 5,500 18 L. 4-24’s 6-16’s 12-8’s
Seward J. T. Bradley .07
Pop. 1,970 1-24 2-16’s 5-8’s
South Omaha Omaha Posting Service .12
Pop. 40,000 10-24’s 15-16’s 25-8’s
Mail and paper to 1807 St. Mary’s
Ave., Omaha.
South Sioux City Sioux City B. P. & Adv. Co. .12
Pop. 1,500 1-24 2-16’s 5-8’s
Mail and paper to Sioux City, Iowa.
Stamford John Nelson .07
Pop. 490 12 L. 1-24 2-16’s 5-8’s
Stromsburg E. A. Vincent .07
Pop. 1,154 1-24 2-16’s 5-8’s
Superior Ray D. Stratton .07
Pop. 1,577 1-24 2-16’s 5-8’s
West Point Bauman Drug Co. .07
Pop. 2,500 1-24 2-16’s 5-8’s
Wymore Talmon Advertising Co. .07
Pop. 3,100 2-24’s 3-16’s 6-8’s
York G. A. Stapleton .07
Pop. 5,500 4-24’s 5-16’s 10-8’s

NEVADA
The classification of towns named is as follows:

Class “A”—Excellent service; highly recommended.


Class “B”—Good service; meets Association requirements.
Class “C”—Not up to Association requirements.

Goldfield Goldfield Billposting & Adv. Co. (B) .10


Pop. 7,000 13 L. 4-24’s 6-16’s 10-8’s
Reno S. W. Porteous (A) .10
Pop. 15,000 34 L. 8-24’s 12-16’s 20-8’s
Sparks S. W. Porteous (C) .10
Pop. 2,000 6 L. 2-16’s 3-8’s

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