Marketing 3410 Chapter 2
trust - correct answer the extent of the buyer's confidence that he or she can rely on
the salesperson's integrity
1. Do you know what you are talking about? (competence, expertise)
2. will you recommend what is best for me? (customer orientation)
3. Are you truthful? (honesty, candor)
4. Can you and your company back up your promises? (dependability)
5. Will you safeguard confidential information that I share with you? (customer
orientation, dependability) - correct answer Trust answers what 5 questions?
more; fewer - correct answer buyers are finding it more effective and efficient to do
_______ business with _________ supplierss
expertise - correct answer the ability, knowledge, and resources to meet customer
expectations
contributions - correct answer something given to improve a situation or state for a
buyer
dependability - correct answer predictability of a person's actions
predictability - correct answer a salesperson's behavior that can be foretold on the
basis of observation or experience by a buyer
candor - correct answer honesty of the spoken word
customer orientation - correct answer the act of salespeople placing as much
emphasis on the customer's interests as their own
