Business Communication Exam Solutions
Course Introduction
Business Communication focuses on the principles and practices essential for effective communication within a business context. The course covers topics such as written and oral communication, business correspondence, report writing, presentation skills, intercultural communication, and the use of digital communication tools. Through case studies, group work, and practical assignments, students develop the ability to craft clear, concise, and persuasive messages tailored to diverse audiences, enhancing their professionalism and effectiveness in the workplace.
Recommended Textbook
Selling Today Partnering to Create Value 6th Canadian Edition by Gerald L. Manning
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17 Chapters
1402 Verified Questions
1402 Flashcards
Source URL: https://quizplus.com/study-set/1733
2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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89 Verified Questions
89 Flashcards
Source URL: https://quizplus.com/quiz/34482
Sample Questions
Q1) Such ________ products as microcomputers,furniture,and recreational vehicles require a high degree of personal selling.
Answer: service
Q2) Another name for inside salespeople is:
A)telemarketers.
B)detailers.
C)missionary salespeople.
D)marketing representatives.
E)customer service reps.
Answer: A
Q3) When Eileen was promoted to management,a key factor in determining her fit with the position was the fact that she:
A)had sales experience.
B)had a very nurturing demeanor.
C)had graduated from college.
D)had experience in the accounting department.
E)had worked in the warehouse.
Answer: A
Q4) ________ income helps satisfy our need for recognition and security. Answer: Psychic
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Chapter 2: Evolution of Selling Models That Complement the Marketing Concept
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59 Verified Questions
59 Flashcards
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Sample Questions
Q1) High ethical standards are important to success in transaction-oriented selling. A)True
B)False Answer: False
Q2) The primary reason to use sales automation is to:
A)enhance partnerships with clients and improve responsiveness.
B)spend less time at office doing mundane and repetitive tasks.
C)make a good impression on clients.
D)impress your supervisors.
E)keep track of sales and commissions.
Answer: A
Q3) When Judy sells a perfume at the airport Duty Free shop it would be considered relationship selling.
A)True
B)False
Answer: False
Q4) A ________ is a carefully conceived plan that will result in maximum responsiveness to customers.
Answer: Customer strategy
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Chapter 3: Creating Value With a Relationship Strategy
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) In the information age,successful salespeople will have to have the ability to imagine themselves in someone else's position and understand that person's feelings.
A)True
B)False
Answer: True
Q2) Emotional intelligence refers to all of the following traits except:
A)empathy
B)adaptability.
C)very high intelligence.
D)well-developed social skills.
E)self-confidence.
Answer: C
Q3) Body language is a form of nonverbal communication that has been defined as silent messages.
A)True
B)False
Answer: True
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Chapter 4: Communication Styles: a Key to Adaptive Selling
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) If your customer's most preferred communication style is Directive,you should keep the relationship as business-like as possible.
A)True
B)False
Q2) When a sales person with a Supportive style of communication is dealing with a customer with Emotive communication style she should use adaptive selling.
A)True
B)False
Q3) When a Reflective salesperson moves into the excess zone,he or she is apt to:
A)agree with everyone.
B)avoid making decisions.
C)excessively giggle.
D)express highly emotional opinions.
E)become extremely competitive.
Q4) If the prospect's most preferred communication style is Reflective,the salesperson should avoid actions which are too informal.
A)True
B)False
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Chapter 5: Ethics: the Foundation for Relationships in Selling
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Buyer and seller relationship should precede the sale of the actual product.
A)True
B)False
Q2) As part of his selling strategy,Ronny makes untrue oral statement about a competitor.This is called Business slander.
A)True
B)False
Q3) This form of business defamation arises when an unfair and untrue oral statement is made about a competitor.
A)business libel
B)reciprocity
C)business slander
D)bribery
E)conspiracy
Q4) Legal standards are enforced by:
A)industry standards.
B)the corporation.
C)company standards.
D)statute.
E)society as a whole.
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Chapter 6: Creating Product Solutions
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85 Verified Questions
85 Flashcards
Source URL: https://quizplus.com/quiz/34487
Sample Questions
Q1) "Quantifying the solution" means conducting a cost-benefit analysis to determine actual cost of purchase and savings the buyer can anticipate from the investment.
A)True
B)False
Q2) One of the main objectives of a written proposal is to:
A)quantify the solution to customers.
B)explain the superiority of your product over competitor's product.
C)present the product configuration in a written format for customers' benefit.
D)impress customers with your product knowledge.
E)disclose your marketing strategy to customers.
Q3) A manufacturer tests,modifies,and retests an original idea several times before it is offered to the consumer.This manufacturing state is called:
A)reluctant marketing.
B)performance data.
C)product development.
D)product application.
E)manufacturing process.
Q4) Explain how converting features to benefits increases value to the customers.
Q5) List the three prescriptions for developing a good product strategy.
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Chapter 7: Product-Selling Strategies That Add Value
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) When Brian sells his mature,well-established products,he characterizes the competitive environment as:
A)intensely competitive with one competitor.
B)intensely competitive with new products entering the field.
C)unimportant,his product leads the field.
D)oligopolistic.
E)lacking challenge.
Q2) List and describe the three parts of the product-selling model.
Q3) Taylor has worked with some products for several years.He noticed that they all had distinct life cycle shapes.These different life cycles could be caused by factors other than:
A)competitive actions,including price changes.
B)each product's perceived advantage over substitutes.
C)his sales presentations.
D)changes in technology,fashion,or demographics.
E)effectiveness of competing promotions.
Q4) Salespeople who focus on transactional selling will be the ones best able to compete with online vendors in the future.
A)True
B)False
Page 9
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Chapter 8: The Buying Process and Buyer Behaviour
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Which of the following motives would most likely make a customer buy from the same business?
A)patronage buying motives
B)brand loyalty buying motives
C)emotional buying motives
D)product buying motives
E)risk aversion
Q2) After physiological needs have been satisfied,the next need level is likely to be:
A)to fulfill one's potential.
B)finding the true purpose for being.
C)a freedom from danger.
D)a romantic desire to attract the opposite sex.
E)worthiness in the eyes of others.
Q3) We maintain and transmit our culture chiefly through:
A)language.
B)beliefs.
C)attitudes.
D)acts.
E)behavior.
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Page 10
Chapter 9: Developing and Qualifying a Prospect Base
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Natalia is building up her prospect base which is made up of current customers and: A)company members.
B)friends.
C)family members.
D)potential customers.
E)previous customers.
Q2) Emma knows that a potential customer has four basic qualifications:
1)they need the product,
2)they are able to afford the purchase
3)they are willing to buy the product,and 4):
A)they will use the product.
B)they will refer others to buy the product.
C)they will return for other products.
D)they are authorized to buy the product.
E)they are part of a buying centre.
Q3) Explain the "Ferris wheel" concept used in the text to describe prospecting.
Q4) Describe the guidelines for identifying good referrals through networking.
Q5) How is prospecting related to the customer strategy?
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Chapter 10: Approaching the Customer With Adaptive Selling
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Telesales is the same as Telemarketing.
A)True
B)False
Q2) "Hello Mr.Jones,I would like to achieve two objectives during this meeting with you",is an example of using the __________ approach of developing business contact.
A)goal-oriented
B)action
C)objective
D)agenda
E)question
Q3) When a customer's decision-making process is guided by a team,the seller is likely to use a ________ approach.
A)communication-style flexing
B)pre-call planning
C)consultative-selling
D)team-selling
E)multi-call sales presentation
Q4) How does precall planning add value to the sales process?
Q5) List and explain the steps on the Six-Step Presentation Plan.
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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66 Verified Questions
66 Flashcards
Source URL: https://quizplus.com/quiz/34492
Sample Questions
Q1) An example of an open ended question is:
A)"Did you buy a new car last year?"
B)"Have you paid-off the mortgage on your home?"
C)"What investment tool would you think will best serve your financial planning needs?"
D)"Is saving for your children's education important to you?"
E)"Have you started planning for your retirement?"
Q2) You are about to call on Kim Hong,a buyer for a company that manufactures auto parts.Mr.Hong is "all business" and hates to waste time.You would be wise to:
A)obtain as much information as possible about his company before the first meeting so you can eliminate any unnecessary questions.
B)attempt to schedule a plant tour before the first sales call.
C)go to the meeting with an order form filled in except for the number of items.Place it in front of him to show him you mean business.
D)develop a two-call plan.Use the first call to develop a social and business relationship.
E)avoid the use of confirmation questions.
Q3) List and discuss the four major parts of the Need-Satisfaction Model.
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Chapter 12: Creating Value With the Consultative Presentation
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Kenny works for a firm selling modern log homes and frequently conducts an open house at the site of a newly completed home.Kenny does this in order to:
A)save travel time.
B)cover one idea.
C)plan for the dynamic nature of selling.
D)appeal to all senses.
E)choose the right setting.
Q2) Salespeople are in a strong position to close a sale if they put emphasis on
A)product features
B)price
C)variety
D)quality
E)relationship
Q3) The advantage(s)of using reprints as a sales tool is/are:
A)they add credibility because they are often third-party comments.
B)they are easily available.
C)they are very informative.
D)they are biased against competition.
E)they don't require as much preparation.
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Q4) _________ is an interesting and attractive way to communicate an idea to others.
Chapter 13: Negotiating Buyer Concerns
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) The walk-away point,the lowest offer a party is willing to accept is also referred to as the:
A)agreement value.
B)negotiations zone.
C)reservation zone.
D)agreement zone.
E)reservation value.
Q2) A growing number of professional buyers have completed training in negotiation.
A)True
B)False
Q3) Direct denial may be appropriate when a customer's concern is based on misinformation.
A)True
B)False
Q4) Which of the following is an acceptable way to cope with the loyalty objection?
A)Point out how dependence on just one supplier can be risky.
B)Work on recruiting internal champions to build more support for your message.
C)Point out,in specific terms,the weak points of the competing product.
D)Tell them your product is better than competitions.
E)Encourage the prospect to quit the present supplier.
Page 15
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Chapter 14: Adapting the Close and Confirming the Partnership
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Requirements posed by the customer may indicate readiness to buy.
A)True
B)False
Q2) There is no best closing method.You need to preplan several closing methods and use the one that seems appropriate.
A)True
B)False
Q3) The close which is meant to encourage a buyer to act immediately is the
A)direct appeal close
B)T-account close
C)assumption close
D)special-concession close
E)trial close
Q4) When a buyer wonders whether she/he has made the right decision,it is called:
A)buying anxiety disorder.
B)noncommittal response.
C)low involvement behavior.
D)buyer's remorse.
E)cognitive doubt.
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Chapter 15: Servicing the Sale and Building the Partnership
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) ___________ involves selling products that are not directly related to products that you have sold to an established customer.
Q2) A strategically developed long-term relationship that solves the customer's problem is called:
A)partnering.
B)marketing concept.
C)marketing orientation.
D)customer-orientation.
E)life-time value relationship.
Q3) Trying to sell a tie after a suit has been sold,is an example of:
A)relationship selling.
B)suggestion selling.
C)follow up selling.
D)cross selling.
E)value added selling.
Q4) List five service behaviours a salesperson can use to improve business-to-business selling.
Q5) Suggestion selling should be viewed as a form of customer service.
A)True
B)False
17
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Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) There is a trend of including more qualitative information on customers; such as their buying behaviour,instead of simple quantitative information,such as the number of calls made each day in the call reports.
A)True
B)False
Q2) Preparing daily to-do lists is a form of time management strategy.
A)True
B)False
Q3) Research indicates that people who face job-related stress with a positive attitude fare better than those who face it with negative attitude.
A)True
B)False
Q4) The objective of classifying customers into sales territories is to be able to serve customers conveniently and economically.
A)True
B)False
Q5) Experienced salespeople do not encounter job related stress. A)True
B)False
Page 18
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Chapter 17: Management of the Sales Force
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) "Who do you consider as a role model to yourself,and why?" is a question aimed at identifying someone's __________.
A)opinion leader
B)role models
C)integrity
D)imagination
E)knowledge
Q2) Mark is described as an effective sales manager because he displays a lot of structure.Which one of the following behavior would be characteristic of Mark?
A)He gives his employees intrinsic rewards.
B)He is a good role model.
C)He gives his employees extrinsic rewards.
D)He is very particular about policies and procedures which is sometimes a detriment to productivity.
E)He evaluates their productivity and provides feedback.
Q3) What is the evaluation process for measuring salesperson performance?
Q4) __________ is an interpersonal process between the sales manager and the salesperson in which the sales manager helps the salesperson improve performance in a specific area.
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