Business-to-Business Marketing
Exam Answer Key
Course Introduction
Business-to-Business (B2B) Marketing explores the strategies, processes, and best practices involved in marketing products and services to other businesses rather than individual consumers. The course covers key topics such as organizational buying behavior, relationship management, value creation, and the dynamics of supply chains. Students will examine methods for segmenting the B2B market, developing effective communication plans, and deploying digital tools specific to business markets. Real-world case studies and practical projects emphasize the importance of building long-term partnerships and adapting to the complex decision-making environments typical of business clients.
Recommended Textbook
ABCs of Relationship Selling Through Service 6th Canadian Edition by Charles M. Futrell
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14 Chapters
1220 Verified Questions
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Chapter 1: The Life,times,and Career of the Professional
Salesperson
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) The textbook identifies two general classifications of rewards associated with a sales role.Which of the following pairs' best describes these classifications of rewards?
A) financial and nonfinancial
B) psychological and intrinsic
C) pay and indirect benefits
D) physiological and psychological
E) organizational and individual
Answer: A
Q2) Carlos works in the Jewelry department at The Bay.His main duties include; helping you make a purchase decision,entering your order and finalizing payment.Which of the following job titles would best describe Carlos' job at the Bay?
A) sales clerk
B) sales engineer
C) order getter
D) service salesperson
E) account representative
Answer: A
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Page 3
Chapter 2: Ethics First Then Customer Relationships
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Sample Questions
Q1) You work for an organization that decides to undertake a change in their approach to business ethics.As you carefully reflect on variables that shape ethical business behaviour,which of the following would NOT warrant much attention from you?
A) the way employees are compensated
B) senior managements' actions and words
C) how salespeople are promoted
D) your selection process
E) your competitors approach to ethics
Answer: E
Q2) Which of the following terms describe any group that has an indirect or direct interest in a particular business?
A) investors
B) stakeholder
C) proxy group
D) legal representative
E) input provider
Answer: B
Q3) What are the two types of codes of ethics?
Answer: Principle-based statements and policy-based statements
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Page 4
Chapter 3: The Psychology of Selling: Why People Buy
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95 Flashcards
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Sample Questions
Q1) Negotiating in a manner which builds trust is most effective with which style of customer?
A) Friendlies
B) Analyticals
C) Drivers
D) Amiables
E) Expressives
Answer: D
Q2) Which of the following statements describes a "feeler" personality style?
A) Samuel tends to be very precise with work.
B) Sarah tends to be detail oriented.
C) Mike likes to get involved in policymaking.
D) Susan and Marc are action oriented.
E) Carlos is people oriented.
Answer: E
Q3) Buyers are NOT always fully aware of their needs.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Communication for Successful Selling: How to Build Relationships
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Sample Questions
Q1) A salesperson's communication style should mirror the client's.
A)True
B)False
Q2) In a normal two-person conversation,less than 35 percent of the social meaning is expressed verbally.
A)True
B)False
Q3) Bill is presenting to a purchasing manager who is a recent immigrant to Canada and appears to be having difficulty understanding the language.Bill begins to speak more slowly and using easier to understand words.What is Bill engaged in from the perspective of the communication process presented in the text?
A) decoding
B) message channeling
C) feedback
D) dealing with noise
E) encoding
Q4) What is the difference between marginal,evaluative,and active listening?
Q5) Why is it important for a salesperson to recognize and adjust his or her presentation when a buyer is showing caution signals?
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Chapter 5: Sales Knowledge: Customers, products, technologies
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) Computer Are US decides to run a consumer sales promotion in one of their stores.Which of the following would NOT be an example of a consumer sales promotion available to Computer Are US?
A) free "how to use computers" in-store seminars
B) contests
C) displays
D) coupons
E) all of these choices are correct
Q2) When the plant manager reads The National Provisioner,a magazine for meat,poultry,and seafood processors,he often sees advertisements placed by companies that make meat processing equipment that he would like to have in operation at his plant.These ads are examples of what kind of advertising?
A) industrial
B) national
C) trade
D) retail
E) co-op
Q3) The text identifies three so called "realms." What are these "realms" and provide an example of each?
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Chapter 6: Prospecting : The Lifeblood of Selling
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Sample Questions
Q1) The salesperson who uses the cold canvas method of prospecting usually knows something about the prospect.
A)True
B)False
Q2) On her computer desktop,Jane's boss noticed that she had links to Facebook,Twitter,and LinkedIn.Her boss felt that Jane was probably misusing the company computer and wasting time.As Jane was a top sales performer,she was more likely using these tools for what kind of activity?
A) prospecting using social media
B) networking with her friends
C) maintaining her social relationships
D) managing her social calendar
E) communicating with her family
Q3) In Prospecting,what does Motives,Means,and Opportunity really mean?
A) what police departments use to help them solve crimes
B) key buying criteria used by customers when making a purchase decision
C) tools used by sales people to help them determine a prospect's ultimate 'close-ability'
D) tools used by sales managers to help motivate their sales force
E) none of these choices are correct
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Chapter 7: The Pre-Approach Planning Your Sales Call and Presentation
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Sample Questions
Q1) What involves a persuasive vocal and visual explanation of a business proposition?
A) preapproach
B) display premise
C) sales presentation
D) trial close
E) benefit close
Q2) Good business relationships are built on your knowledge of your company,industry,and customers' needs.
A)True
B)False
Q3) There are four phases in most negotiations with a potential customer.Under which phase would you include finding out what other products or services your prospect is considering?
A) the introduction phase
B) the face-to-face phase
C) the studying phase
D) the cold call phase
E) during the overcoming objections phase
Q4) List and discuss the four phases of Negotiation.
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Chapter 8: The Approach: Begin Your Presentation
Strategically
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Sample Questions
Q1) Which of the following types of opening statements is the most common and least powerful way to begin a sales presentation?
A) "Mr. Longo, you certainly sell a lot of perennials to landscaping companies."
B) "Good afternoon does your company need a secure local area network?"
C) "Hello, Mr. Patel at Country Stay Inn told me that you might be interested in my company's new line of mildew-proof shower curtains."
D) "Here, Ms. Lopez, try one of my company's throat lozenges."
E) "Hello, my name is Fran Rogers."
Q2) John is very much interested in learning more about the prospect's business and asks several questions designed to provide John with insights about the prospect's business opportunities and challenges.Which of the following develops two-way communication and increases the prospect's participation?
A) Use rephrasing questions
B) Use redirect questions
C) Use probes
D) Use trial closes
E) Use leading questions
Q3) List 5 ways in which you can make a favourable first impression.
Q4) How do salespeople earn the right to have a prospect's attention?
Page 10
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Chapter 9: The Presentation: Elements of Effective
Persuasion
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Sample Questions
Q1) Deep into his presentation to a potential life insurance customer,the company representative asks the following: "How does everything sound so far?" What is the representative doing by asking this question?
A) testing the water
B) using suggestive close
C) the balloon close
D) using a trial close
E) asking for the order
Q2) Which of the following is NOT an example of an evidence statement?
A) a guarantee
B) independent research results
C) a demonstration
D) the customer's past sales figures
E) all of these choices are correct
Q3) No matter which of the four sales presentation methods a salesperson uses,her presentation must follow three essential steps.List them.
Q4) Describe the terms simile,metaphor,and analogy and provide an example of each.
Q5) Identify and describe the five purposes of a sales presentation?
Q6) List the 7 tips that will help you cross sell.
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Chapter 10: Objections Address Your Prospects Concerns
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Sample Questions
Q1) Using direct denial tactics supported by facts may be a very effective tactic to overcome objections.
A)True
B)False
Q2) What is the salesperson's best course of action when dealing with a hidden objection?
A) Use a trial close.
B) Ignore it until the buyer vocalizes it.
C) Forestall it.
D) Try to get the buyer to reveal it.
E) Counter it by stalling during the sales presentation.
Q3) Joseph is in the middle of some intense negotiations with a major prospect.For tomorrow's meeting,he is making a list of items that he could possibly give a little on and determining the consequences of winning or losing the negotiation.Joseph is practicing:
A) Hard ball negotiation
B) Win-Win Negotiation
C) A tough guy stance
D) Unprincipled negotiation
E) None of these is correct.
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Page 12
Chapter 11: Closing the Beginning of a New Relationship
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Sample Questions
Q1) An important characteristic of good closers is that they have the ability face rejection while remaining positive.
A)True
B)False
Q2) What does the E in the SELL sequence remind you the salesperson to do during a sales presentation?
A) enlist the help of visual aids
B) explain the advantage
C) exploit your opportunity to sell
D) elicit the close
E) elevate your company's image
Q3) Which of the following describes a common mistake that prevents a salesperson from making a successful sales call?
A) Salesperson expects the prospect to take an active role in the presentation.
B) Salesperson responds to customer needs with benefits.
C) Salesperson doesn't recognize when or how to close.
D) Salesperson asks too many closed-ended questions.
E) Salesperson is able to recognize and handle negative buying signals.
Q4) Why do salespeople have such difficulty closing the sale?
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Chapter 12: Follow-Up Maintain and Strengthen the Relationship
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Sample Questions
Q1) Which one of the following is one of the "Seven Deadly Sins of Business Selling"?
A) over planning
B) unlimited optimism
C) timidity
D) thoroughness after the sale
E) strong product knowledge
Q2) Which of the following terms describes the process of using a CRM system to flag customers who have bought merchandise that could benefit from additional products and services offered by your company?
A) prospecting
B) qualifying
C) cross-selling
D) aggressiveness
E) desperation
Q3) The salesperson selling to a reseller should concentrate on increasing stock outs in the account.
A)True
B)False
Q4) Why shouldn't a salesperson have unlimited optimism?
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Chapter 13: Time,Territory,and Self-Management
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Sample Questions
Q1) What activity is a salesperson engaged in when he/she uses online mapping services when planning her client visits?
A) Account grouping
B) Account time allocation
C) Customer sale planning
D) Routing
E) Scheduling
Q2) Social media is used by many salespeople to drive sales and stay connected with their customers.Often,these salespeople budget a certain portion of the day to undertake social media activities relevant to their sales activities.
A)True
B)False
Q3) When salespeople set goals,they should meet 4 criteria.What are they and provide an example that incorporates these four criteria?
Q4) Why would a company insist that its salespeople stick to strict route designs?
Q5) A salespersons should allocate their time based on the location of the account?
A)True
B)False
Q6) What is the relationship between the ELMS system and the 80/20 principle?
Page 15
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Chapter 14: Retail, business, services, and Nonprofit Selling
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Sample Questions
Q1) Which of the following would you NOT classify as a selling a service?
A) an insurance agent
B) a financial services officer at a bank
C) a farmer selling apples at a farmers' market
D) a local mechanic repairing transmissions
E) all of these choices are correct
Q2) An organization buys inputs which are converted into final products that are sold directly to end-users for personal use.What would you call this organization?
A) a turn-around company
B) wholesaler
C) indirect business
D) commission
E) retailer
Q3) A blanket purchase order (BPO)agreement establishes the price and terms of sale for a set period of time.
A)True
B)False
Q4) There are several roles played by people within organizations when it comes to making a purchase decision.Name them.
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