AEB 3341 Exam 1 Chapters 1-4 Questions With Complete
Solutions
_______ is the most important personal characteristic needed to
be a successful salesperson. Correct Answers Caring for
customers
_______ refers to the holistic business system required to
effectively develop, manage, enable, and execute a mutually
beneficial, interpersonal exchange of goods and/or services for
equitable value. Correct Answers professional selling
______________ generally outline the procedures to be used in
specific ethical situations. These situations include marketing
practice, conflicts of interest, observance of laws, proprietary
information, political gifts, and equal opportunities. Correct
Answers policy based statements
_________________ is essential to make the sale.
______________ positively impacts trust and relationship
quality. Correct Answers two-way communication;
communication
________are designed to affect corporate culture, define
fundamental values, and contain general language about
company responsibilities, quality of products, and treatment of
employees." Correct Answers principle-based statement
" people have different beliefs about the world around them,
referred to as a person's " Correct Answers worldview
," Receipt and translation (interpretation) of the information by
the receiver (prospective buyer)." Correct Answers decoding
process
" the area normally used for a sales presentation." Correct
Answers social space
" the closest zone a stranger or business acquaintance is
normally allowed to enter." Correct Answers personal space
" the cognitive ability to see the selling process as a whole and
the relationship among its parts. " Correct Answers conceptual
skill
"______________ arises in a situation when each alter-native
choice or behavior has some undesirable elements due to
potentially negative ethical or personal consequences. Right or
wrong cannot be clearly identified." Correct Answers An
ethical dilemma
"a formal statement of the company's values concerning ethics
and social issues. It states those values or behaviors that are
expected and those that are not tolerated. These values and
behaviors must be backed by management's action" Correct
Answers a code of ethics
"A salesperson should know how to develop a sales presentation
(____________) so that the buyer obtains maximum under-
standing of the message (___________)." Correct Answers
encoding; decoding
, "allows you to determine (1) whether the prospect likes your
prod-uct's feature, advantage, or benefit; (2) whether you have
successfully answered the "objection; (3) whether any objections
remain; and (4) whether the prospect is ready for you to close
the sale. It is a powerful technique to induce two-way
communication (feedback) and participation from the prospect. "
Correct Answers trial close
"an individual acts in his or her own best interest and thus
follows rules to avoid punishment or receive rewards. This
individual would break moral and legal laws. In making an
ethical or moral decision, a salesperson at this level might ask,
"What can I get away with?"" Correct Answers level 1:
preconventional moral development
"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" Correct Answers level 2: conventional
"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 conse-quences to
follow what he or she believes is right. This person follows the
Core Principles. When making an ethical or moral decision a
salesperson at this level might ask, "What is the right thing to
do?" Correct Answers Level Three: Principled
"At the first level, the _____________, buyers are fully aware of
their needs. These are the easiest people to sell to because they
Solutions
_______ is the most important personal characteristic needed to
be a successful salesperson. Correct Answers Caring for
customers
_______ refers to the holistic business system required to
effectively develop, manage, enable, and execute a mutually
beneficial, interpersonal exchange of goods and/or services for
equitable value. Correct Answers professional selling
______________ generally outline the procedures to be used in
specific ethical situations. These situations include marketing
practice, conflicts of interest, observance of laws, proprietary
information, political gifts, and equal opportunities. Correct
Answers policy based statements
_________________ is essential to make the sale.
______________ positively impacts trust and relationship
quality. Correct Answers two-way communication;
communication
________are designed to affect corporate culture, define
fundamental values, and contain general language about
company responsibilities, quality of products, and treatment of
employees." Correct Answers principle-based statement
" people have different beliefs about the world around them,
referred to as a person's " Correct Answers worldview
," Receipt and translation (interpretation) of the information by
the receiver (prospective buyer)." Correct Answers decoding
process
" the area normally used for a sales presentation." Correct
Answers social space
" the closest zone a stranger or business acquaintance is
normally allowed to enter." Correct Answers personal space
" the cognitive ability to see the selling process as a whole and
the relationship among its parts. " Correct Answers conceptual
skill
"______________ arises in a situation when each alter-native
choice or behavior has some undesirable elements due to
potentially negative ethical or personal consequences. Right or
wrong cannot be clearly identified." Correct Answers An
ethical dilemma
"a formal statement of the company's values concerning ethics
and social issues. It states those values or behaviors that are
expected and those that are not tolerated. These values and
behaviors must be backed by management's action" Correct
Answers a code of ethics
"A salesperson should know how to develop a sales presentation
(____________) so that the buyer obtains maximum under-
standing of the message (___________)." Correct Answers
encoding; decoding
, "allows you to determine (1) whether the prospect likes your
prod-uct's feature, advantage, or benefit; (2) whether you have
successfully answered the "objection; (3) whether any objections
remain; and (4) whether the prospect is ready for you to close
the sale. It is a powerful technique to induce two-way
communication (feedback) and participation from the prospect. "
Correct Answers trial close
"an individual acts in his or her own best interest and thus
follows rules to avoid punishment or receive rewards. This
individual would break moral and legal laws. In making an
ethical or moral decision, a salesperson at this level might ask,
"What can I get away with?"" Correct Answers level 1:
preconventional moral development
"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" Correct Answers level 2: conventional
"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 conse-quences to
follow what he or she believes is right. This person follows the
Core Principles. When making an ethical or moral decision a
salesperson at this level might ask, "What is the right thing to
do?" Correct Answers Level Three: Principled
"At the first level, the _____________, buyers are fully aware of
their needs. These are the easiest people to sell to because they
