ABCs of Relationship Selling through Service 12th Edition Futrell Test Bank

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ABCs of Relationship Selling through Service 12th Edition Futrell Test Bank

 

Chapter 02 – Ethics FirstThen Customer Relationships
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.
Chapter 02 Ethics FirstThen 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
Chapter 02 – Ethics FirstThen Customer Relationships
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.
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
Chapter 02 – Ethics FirstThen Customer Relationships
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.
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.
Chapter 02 – Ethics FirstThen Customer Relationships
2-4
© 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.
12. Multiple world religions adhere to the Golden Rule.
Answer: True
Learning Objective: 02-01
Topic:
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Christians, Jews, Hindus, Buddhists, and Confucius’ followers embrace the
Golden Rule, although each has its own interpretation.
13. Ethical behavior refers to conducting yourself in the proper manner and treating others
fairly.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: Ethical behavior involves treating others with fairness, being honest, and
behaving in a proper manner.
14. An ethical dilemma arises in a situation when each alternative choice has some
undesirable elements due to potentially negative ethical consequences.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: Right and wrong are unclear in ethical dilemmas. Such situations are faced by
managers regularly.
15. An ethical sales manager should set realistic and obtainable goals.
Answer: True
Learning Objective: 02-03
Topic: Ethics in Dealing with Salespeople
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: Realistic and obtainable goals eliminate excess pressure on salespeople to
behave unethically. Pressure motivates salespeople, but managers must set reasonable ones to
avoid unethical actions.
Chapter 02 – Ethics FirstThen Customer Relationships
2-5
© 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.
16. If management decides to increase the number of territories in a state, there is a
possibility the earnings of the salespeople working that state will decrease.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Understand
AACSB:
Level of Difficulty: Medium
Explanation: Management makes decisions that affect sales territories and salespeople. For
example, the company might increase the number of sales territories, which often necessitates
splitting a single territory, which takes customers away from a salesperson and reduces his or
her earnings.
17. Josh Damon sells industrial-sized heating and cooling systems. His territory includes
Illinois, Iowa, and Missouri. Management at Damon’s firm has decided to increase the number
of territories in each sales region. Damon will most likely be excited about the opportunity
this presents for him to earn more money.
Answer: False
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: An increase in the number of sales territories usually necessitates splitting a
single territory, which takes customers away from a salesperson. Josh will not be happy
because his earnings will decrease.
18. If a salesperson has a drug or alcohol problem, a manager has the ethical responsibility to
fire the individual based on right-to-work laws.
Answer: False
Learning Objective: 02-02
Topic: Ethics in Dealing with Salespeople
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Right-to-work laws relate to unions and are irrelevant to a salesperson with drug
and alcohol problems. An ethical manager would most likely offer support to the salesperson
and require the salesperson to seek substance abuse treatment.
19. Today employers have the right to terminate salespeople for poor performance, excessive
absenteeism, unsafe conduct, and poor organizational citizenship.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Understand
Chapter 02 – Ethics FirstThen Customer Relationships
2-6
© 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.
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Due to the termination-at-will rule, employers have the right to terminate sales
personnel for poor performance, excessive absenteeism, unsafe conduct, and poor
organizational citizenship. It is crucial, however, for employers to maintain accurate records
of these events for employees and to inform employees about where they stand.
20. Cooperative acceptance means that employees cannot be discriminated against in
employment practices and they have the right to be free of sexual and racial harassment.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
Explanation: Cooperative acceptance refers to the right of employees to be treated fairly and
with respect regardless of race, sex, national origin, physical disability, age, or religion while
on the job. Not only does this mean that employees have the right not to be discriminated
against in employment practices and decisions, but it also means that employees have the
right to be free of sexual and racial harassment.
21. Although several federal laws influence record keeping, they are primarily directed at
private employers.
Answer: True
Learning Objective: 02-02
Topic: Management’s Ethical Responsibilities
Blooms: Understand
AACSB: Ethics
Level of Difficulty: Medium
Explanation: Although several federal laws influence record keeping, they are primarily
directed at public employers. However, many private employers are giving employees the
right to access their personnel files and to prohibit the file information from being given to
others without their consent.