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Test Bank for ABCs of Relationship Selling through Service 13th Edition Futrell
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Test Bank for ABCs of Relationship Selling through Service 13th EditionFutrell
ABC's of Relationship Selling, 13e (Futrell)
Chapter 2 Ethics First . . . then Customer Relationships
1) The ethical behavior of an employee is influenced by managers, co-workers, and the
organization.
Answer: TRUE
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.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
2) The world views and belief systems of employees from the same country are typically
identical.
Answer: FALSE
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.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
3) An individual in the pre-conventional stage of morality asks, "What can I get away with?"
Answer: TRUE
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.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
1
Copyright 2019 © McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior
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,Test Bank for ABCs of Relationship Selling through Service 13th Edition
Futrell
4) Individuals at the principled moral level base ethical decisions on laws and consequences.
Answer: FALSE
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.
Difficulty: 2 Medium
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
5) Most sales people operate at the conventional level of moral development.
Answer: TRUE
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.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
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
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.
Difficulty: 2 Medium
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
2
Copyright 2019 © McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior
written consent of McGraw-Hill Education.
mynursytest.store
,Test Bank for ABCs of Relationship Selling through Service 13th Edition
Futrell
7) Morals refer to people's adherence to right or wrong behavior and right or wrong thinking.
Answer: TRUE
Explanation: People's morals are their adherence to right or wrong behavior and right or wrong
thinking. As one thinks, one does.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
8) At the preconventional moral development level, an individual conforms to the expectations
of others.
Answer: FALSE
Explanation: Individuals at the preconventional moral development stage break moral and legal
laws when they can get away with them, no matter what others expect. Those at the conventional
level conform to expectations and maintain laws.
Difficulty: 2 Medium
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
9) Based on levels of moral development, a professional salesperson is in the minority among
sales personnel.
Answer: TRUE
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. Truly professional salespeople are in level 3, which is a
minority.
Difficulty: 1 Easy
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation
3
Copyright 2019 © McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior
written consent of McGraw-Hill Education.
mynursytest.store
, Test Bank for ABCs of Relationship Selling through Service 13th Edition
Futrell
10) The Core Principles of Professional Selling require people whose personal character is at
level 2.
Answer: FALSE
Explanation: Professional 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.
Difficulty: 2 Medium
Topic: What Influences Ethical Behavior?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
11) A fixed point of reference must be separate from you.
Answer: TRUE
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.
Difficulty: 2 Medium
Topic: Are there Any Ethical Guidelines?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
12) Multiple world religions adhere to the Core Principles.
Answer: TRUE
Explanation: Christians, Jews, Hindus, Buddhists, and Confucius' followers embrace the Core
Principles, although each has its own interpretation.
Difficulty: 2 Medium
Topic: Are there Any Ethical Guidelines?
Learning Objective: 02-01 Explain what influences ethical behavior.
Bloom's: Understand
AACSB: Ethics
Accessibility: Keyboard Navigation
4
Copyright 2019 © McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior
written consent of McGraw-Hill Education.
mynursytest.store
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