Test Bank For ABC’s Of Relationship Selling through Service 12th Edition by Charles Futrell

Test Bank For ABC’s Of Relationship Selling through Service 12th Edition by Charles Futrell

Chapter 02 Ethics FirstÖThen 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

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

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.