Chapter 2: Building Trust And Ethics

Question 1

It refers to the degree to which one person can rely on another when the former is dependent on the latter.

Answer 1

Trust

Question 2

Why is Trust Important?

Answer 2

to build long-term mutually beneficial relationships with their customers.

Question 3

What are the 5 Trust – Components (Trust Builder)

Answer 3

1. Expertise
2. Dependability
3. Candor
4. Customer
5. Compatibility

Question 4

The extent to which a salesperson possesses relevant knowledge and capability. The salesperson knows what he/she needs to know.

Answer 4

1. Expertise

Question 5

The extent to which a salesperson consistently and predictably follows through on commitments he/she makes to others.

The salesperson keeps his/her promises.

Answer 5

2. Dependability

Question 6

The extent to which a salesperson is honest and upfront with others

Answer 6

3. Candor

Question 7

The extent to which a salesperson values and protects the interests of his/her customers.

Answer 7

4. Customer Orientation

Question 8

The extent to which a salesperson’s behaviors, actions, and personality are consistent with and/or appreciated by his/her customers.

Answer 8

5. Compatibility

Question 9

What are the 8 knowledge bases?

Answer 9

• Industry Objectives
• Company
• Product
• Price and Promotion Objective
• Service
• Market/Customer
• Competitor
• Technology

Question 10

refers to the right and wrong conduct of individuals and institutions of which they are a part.

Answer 10

Ethics

Question 11

3 Areas of Unethical Behavior:

Answer 11

1. Deceptive Practices
2. Illegal Activities
3. Non-Customer-Oriented

Question 12

Exaggerate, withhold, deceive, hustle, scam, bluff

Scams

Answer 12

1. Deceptive Practices

Question 13

Misuse company assets, defraud, con

Budol-budol, Fraud

Answer 13

2. Illegal Activities

Question 14

Pushy, hard sell, fast talking, high pressure

Answer 14

3. Non-Customer-Oriented