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,ABCs of Relationship Selling through Service 12th Edition Futrell Test Bank
Chapter 02 - Ethics FirstThen Customer Relationships
Chapter 02 Ethics FirstThen Customer Relationships
True / False Questions
1. The ethical behavior of an employee is influenced by managers, co-workers, and the
organization.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The ethical behavior of individual employees is influenced by the organization
and by other people, such as co-workers and managers. Top management plays a significant
role in the ethical decisions made by employees.
2. The world views and belief systems of employees from the same country are typically
identical.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: No two people are alike because of varying personalities, religious backgrounds,
and family and personal experiences. Even people from the same culture will have different
ideas of right and wrong.
3. An individual in the pre-conventional stage of morality asks, “What can I get away with?”
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: At the pre-conventional moral development level, 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.
4. Individuals at the principled moral level base ethical decisions on laws and consequences.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
2-1
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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,Chapter 02 - Ethics FirstThen Customer Relationships
AACSB: Ethics
Level of Difficulty: Medium
Explanation: At the principled moral development level, an individual lives by an internal set
of morals, values, and ethics and would disobey laws to follow what he or she believes is
right. At the conventional moral development level, an individual conforms to the
expectations of others and legal laws.
5. Most sales people operate at the conventional level of moral development.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The majority of sales personnel, as well as people in general, operate 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.
6. Sales representatives at the preconventional moral development level would most likely be
unconcerned about lying to customers if getting caught was unlikely.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Individuals at the preconventional moral development stage break moral and
legal laws when they can get away with it. So, they probably would feel no concern about
lying to a customer.
7. Morals refer to people's adherence to right or wrong behavior and right or wrong thinking.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: People’s morals are their adherence to right or wrong behavior and right or
wrong thinking. As one thinks, one does.
8. At the preconventional moral development level, an individual conforms to the
expectations of others.
FALSE
Answer: True
Learning Objective: 02-01
2-2
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
, Chapter 02 - Ethics FirstThen Customer Relationships
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Individuals at the preconventional moral development stage break moral and
legal laws when they can get away with no matter what others expect. Those at the
conventional level conform to expectations and maintain laws.
9. Based on levels of moral development, a Golden Rule salesperson is in the minority among
sales personnel.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The majority of sales personnel, as well as people in general, operate 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. Golden Rule salespeople are in level 3, which is a
minority.
10. The Golden Rule of Selling requires people whose personal character is at level 2.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Golden Rule salespeople are in Level 3, which involves making ethical and
moral decisions as all costs. The salesperson does what is right not what is in his or her best
interest.
11. A fixed point of reference must be separate from you.
Answer: True
Learning Objective: 02-01
Topic: Are There Any Ethical Guidelines?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: 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.
2-3
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Test Bank
,ABCs of Relationship Selling through Service 12th Edition Futrell Test Bank
Chapter 02 - Ethics FirstThen Customer Relationships
Chapter 02 Ethics FirstThen Customer Relationships
True / False Questions
1. The ethical behavior of an employee is influenced by managers, co-workers, and the
organization.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The ethical behavior of individual employees is influenced by the organization
and by other people, such as co-workers and managers. Top management plays a significant
role in the ethical decisions made by employees.
2. The world views and belief systems of employees from the same country are typically
identical.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: No two people are alike because of varying personalities, religious backgrounds,
and family and personal experiences. Even people from the same culture will have different
ideas of right and wrong.
3. An individual in the pre-conventional stage of morality asks, “What can I get away with?”
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: At the pre-conventional moral development level, 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.
4. Individuals at the principled moral level base ethical decisions on laws and consequences.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
2-1
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Visit TestBankDeal.com to get complete for all chapters
,Chapter 02 - Ethics FirstThen Customer Relationships
AACSB: Ethics
Level of Difficulty: Medium
Explanation: At the principled moral development level, an individual lives by an internal set
of morals, values, and ethics and would disobey laws to follow what he or she believes is
right. At the conventional moral development level, an individual conforms to the
expectations of others and legal laws.
5. Most sales people operate at the conventional level of moral development.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The majority of sales personnel, as well as people in general, operate 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.
6. Sales representatives at the preconventional moral development level would most likely be
unconcerned about lying to customers if getting caught was unlikely.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Individuals at the preconventional moral development stage break moral and
legal laws when they can get away with it. So, they probably would feel no concern about
lying to a customer.
7. Morals refer to people's adherence to right or wrong behavior and right or wrong thinking.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: People’s morals are their adherence to right or wrong behavior and right or
wrong thinking. As one thinks, one does.
8. At the preconventional moral development level, an individual conforms to the
expectations of others.
FALSE
Answer: True
Learning Objective: 02-01
2-2
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
, Chapter 02 - Ethics FirstThen Customer Relationships
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Individuals at the preconventional moral development stage break moral and
legal laws when they can get away with no matter what others expect. Those at the
conventional level conform to expectations and maintain laws.
9. Based on levels of moral development, a Golden Rule salesperson is in the minority among
sales personnel.
Answer: True
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: The majority of sales personnel, as well as people in general, operate 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. Golden Rule salespeople are in level 3, which is a
minority.
10. The Golden Rule of Selling requires people whose personal character is at level 2.
Answer: False
Learning Objective: 02-01
Topic: What Influences Ethical Behavior?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Golden Rule salespeople are in Level 3, which involves making ethical and
moral decisions as all costs. The salesperson does what is right not what is in his or her best
interest.
11. A fixed point of reference must be separate from you.
Answer: True
Learning Objective: 02-01
Topic: Are There Any Ethical Guidelines?
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: 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.
2-3
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
