Business-to-Business Sales
Mock Exam
Course Introduction
Business-to-Business Sales explores the strategies, processes, and skills essential for successful selling in business markets. The course covers topics such as understanding organizational buying behavior, prospecting and qualifying leads, consultative selling techniques, sales presentations, negotiation, and relationship management. Emphasis is placed on the development of effective communication, problem-solving, and value-creation strategies to build long-term business partnerships. Real-world case studies and simulations provide practical experience in navigating complex sales cycles and addressing the unique challenges faced in B2B environments.
Recommended Textbook Selling Today Partnering to Create Value 14th Edition by Gerald L. Manning
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17 Chapters
1283 Verified Questions
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Chapter 1: Relationship Selling Opportunities in the Information Economy
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Sample Questions
Q1) Psychic income in selling most likely refers to which one of the following?
A)visibility provided by working in the sales department
B)satisfaction of being on a commission payment plan
C)high commissions earned because of successful"intuitive"selling
D)opportunity to be a member of the sales team
E)job recognition afforded sales personnel
Answer: E
Q2) Sanchez's success is due largely to the fact that:
A)he was born with the personality of a successful salesperson and capitalized on that
B)he understood the key factors involved in becoming an excellent salesperson and worked to develop skills to support those factors
C)he has unlimited energy and makes more cold calls than any other salesperson at his level in the company
D)he knows how to persuade prospects to buy the products he is selling
E)men tend to be more successful at selling industrial products than women are
Answer: B
Q3) ________ has no value until it is communicated effectively.
Answer: Information
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) Account managers from Dentsply International help add value for their dentist customers by:
A)giving them cheaper prices for larger orders
B)selling more products than the competition
C)helping them solve a workplace safety issue for hygienists
D)providing various payment options
E)expediting shipments during busier months
Answer: C
Q2) Peter Drucker stated that"the ________ defines the business."
Answer: customer
Q3) List and describe the four parts of the marketing mix.
Answer: 1.Price-What the product will cost the customer
2.Product-The qualities and specifications of the product
3.Place-Where the customer can buy the product
4.Promotion-How the company will promote the product to the customer
Q4) Value-added selling can be defined as a series of creative improvements within the sales process that enhance the customer experience.
A)True
B)False
Answer: True
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Chapter 3: Ethics: The Foundation for Partnering
Relationships That Create Value
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Sample Questions
Q1) Culture is the sum total of beliefs,values,knowledge,ethnic customs,and objects that people use to adapt to their environment.
A)True
B)False
Answer: True
Q2) Product disparagement constitutes a type of business defamation.
A)True
B)False
Answer: True
Q3) Which of the following is a general guideline that serves as a foundation for a personal code of business ethics?
A)Personal selling is a stepping stone to more legitimate careers.
B)Be honest with yourself and with others.
C)Tasks come first,relationships second.
D)Your values should not be in conflict with those of your employer.
E)Selling is about controlling the interaction and managing the relationship.
Answer: B
Q4) ________ must be viewed as an exchange of value.
Answer: Personal selling
5
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Chapter 4: Creating Value with a Relationship Strategy
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Sample Questions
Q1) All of the following are components of the CARE model for building relationships with customers EXCEPT:
A)convincing
B)executing
C)responding
D)appreciating
E)customizing
Q2) John Collins has been a sales rep for AdVance for 18 years. When he began his career with AdVance he followed the money and sold to any customer he could convince to buy. In the last five years,however,he has been focusing on acting with integrity in every selling situation. As a result,he has discovered that his initial close rate on sales has gone down,but that he has developed a highly profitable group of long-term customers. What principle does this most likely demonstrate?
A)Transactional sales are built on lower prices.
B)Acting with integrity can be counterproductive to a salesperson.
C)No amount of professional success is worth sacrificing integrity.
D)A sales rep can have a long career even with low sales and few referrals.
E)Honesty and sincerity build long-term partnering relationships with customers.
Q3) List and describe the steps of the CARE model of relationship-building.
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Page 6
Chapter 5: Communication Styles: A Key to Adaptive Selling
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Q1) In a selling situation,the reflective customer wants plenty of facts presented as rapidly as possible.
A)True
B)False
Q2) Emotive customers are frank,demanding,serious,and opinionated.
A)True
B)False
Q3) A customer who is lower in dominance would most likely be:
A)deliberate
B)hurried
C)talkative
D)cooperative
E)decisive
Q4) Describe the difference between lower dominance and higher dominance.
Q5) When a reflective salesperson moves into the excess zone,he or she is apt to:
A)express highly emotional opinions
B)become extremely competitive
C)agree with everyone
D)avoid making decisions
E)make rash decisions
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) The product selection process is often referred to as ________.
Q2) Sean,a ShipNow salesperson,has a meeting scheduled with Zippy Shoes,an online shoe retailer that ships hundreds of packages each day. Sean is in the process of developing a written proposal that will be included with his sales presentation. Which of the following should most likely be addressed in the"Objective"part of the proposal?
A)how using ShipNow will benefit Zippy Shoes
B)when ShipNow will create value for Zippy Shoes
C)how ShipNow will fulfill obligations to Zippy Shoes
D)which ShipNow features will be available to Zippy Shoes
E)where ShipNow will be able to ship products for Zippy Shoes
Q3) The speed rating assigned to a motorcycle tire is an example of product:
A)qualities
B)applications
C)features
D)benefits
E)design
Q4) List the seven sources of product information available to salespeople.
Q5) Give the definitions of a feature and a benefit.
Q6) Discuss the advantages of having in-depth knowledge of your product.
Page 8
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Chapter 7: Product-Selling Strategies That Add Value
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Q1) How is this handbag being positioned and differentiated from other handbags similar in manufacturing and look?
A)The handbag is being positioned on price.
B)The handbag is being positioned on exclusivity.
C)The handbag is being positioned on convenience.
D)The handbag is being positioned on design.
E)The handbag is being positioned on versatility.
Q2) What would be the best way to position Green Grain relative to traditional grain?
A)as a higher-priced product that would allow farmers to make greater profits
B)as a higher-priced product that is more socially responsible than traditional grain
C)as an experimental product with which farmers could be the first on the market
D)as a product that exceeds federal standards for cattle feed
E)as a product that stores well throughout the winter
Q3) The act of creating a product concept in the customer's mind is called positioning.
A)True
B)False
Q4) The ________ product refers to what may remain to be done or what is possible.
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9
Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) The buyer resolution theory states that buyers need to resolve the answers to which five questions?
Q2) Very few purchases are guided by emotional buying motives.
A)True
B)False
Q3) A purchase based on the result of an objective review of available information is based on a(n):
A)product buying motive
B)patronage buying motive
C)rational buying motive
D)emotional buying motive
E)stable buying motive
Q4) In which value creation selling approach do salespeople focus a great deal of attention on customers' needs awareness?
A)transactional selling
B)strategic alliance selling
C)consultative selling
D)new task selling
E)system selling
Q5) ________ is the first stage in the buying process.
Page 10
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Chapter 9: Developing and Qualifying Prospects and Accounts
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Sample Questions
Q1) Which one of the following is a guideline for effective networking?
A)Limit the number of people you meet in a given setting.
B)When you meet someone,tell the person what you do.
C)Follow up on every contact you meet.
D)Always conduct business while networking.
E)Only offer a business card if the other person asks for it.
Q2) The responsibility for entering customer information and contact records into the CRM database usually belongs to the:
A)customer
B)office manager
C)data entry clerk
D)sales manager
E)salesperson
Q3) Cold calls should not be used to introduce a new product or service.
A)True
B)False
Q4) The procedure used to obtain names of potential prospects from current prospects and customers is called ________.
Q5) The C in the acronym CRM stands for ________.
Q6) Sales intelligence refers to information available about what topics? Page 11
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Chapter 10: Approaching the Customer with Adaptive Selling
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Sample Questions
Q1) Sarah and Juan work together to analyze the answers to the questions Sarah asked the prospect about their needs. Based on this analysis,Juan and Sarah put together:
A)a list of questions about the prospect's payment process
B)a pricing discount schedule that involves a value chain
C)a proposal of products that will solve the prospect's problems
D)a plan for customer service to implement the products
E)a relationship strategy based on the prospect's long-term needs
Q2) Practicing an approach before making initial contact is most likely beneficial because:
A)optimism is crucial to successful selling efforts
B)rehearsal reduces the chances of making a mistake
C)practicing ensures that transactional sales are profitable
D)anxiety is normal for both new and experienced salespeople
E)developing a deeper commitment to sales goals is important
Q3) Using a combination of approaches tends to confuse prospects and rarely results in identifying customer needs.
A)True
B)False
Q4) Adaptive selling is based on the relationship,product,and ________ strategies.
Page 13
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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Sample Questions
Q1) A major reason for asking survey questions is to:
A)find out if the customer possesses a viewpoint that may hinder a sale
B)find out if your message is getting through to the prospect
C)qualify the prospect for making a purchase
D)confirm that the prospect understands the basic facts about the product
E)collect basic facts about the buyer's existing situation and problem
Q2) According to the research of Neil Rackham,which stage of the sales process has the most impact on a buyer's decision to purchase a product?
A)pre-approach
B)solution selection
C)need discovery
D)sales presentation
E)product configuration
Q3) "Servicing the Sale"is the fourth part of the need-satisfaction model.
A)True
B)False
Q4) Through ________,a salesperson establishes two-way communication by asking questions and actively listening to the customer.
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Q5) ________ questions require a prospect to go beyond a simple yes/no response.
Chapter 12: Creating Value with the Consultative Presentation
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Q1) By creating a spreadsheet that will allow the buyer to enter current fuel costs and see recalculations of fuel costs that would occur from using Kaygo tires,the sales representative is creating:
A)an airtight argument against other tire vendors
B)a way to involve the buyer in the presentation
C)a program that should be created by the IT department
D)an experience so elementary that it will patronize the buyer
E)an ROI statement the buyer can take as a guarantee of savings
Q2) The first step Kevin Salazar should take in preparing for the presentation is to:
A)revisit the discount schedule for educational purchasers
B)review his notes from the previous presentation he made to the buyer
C)renew his personal commitment to pursuing the sale
D)research the competition on the Internet
E)revise the standard PowerPoint presentation
Q3) A(n)________ is a portable case or loose-leaf binder containing a wide variety of sales-supporting materials.
Q4) List at least five of the 11 guidelines that should be followed when planning a presentation that adds value.
Page 15
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Chapter 13: Negotiating Buyer Concerns
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Q1) When a customer says,"I would rather not tie up my money in a large order,"the resistance most likely falls into which category?
A)time
B)product
C)price
D)source
E)process
Q2) Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics?
A)budget limitation tactic
B)take-it-or-leave-it tactic
C)let-us-split-the-difference tactic
D)"if...then"tactic
E)"sell low now,make profits later"tactic
Q3) Explain the differences between the direct denial method and the indirect denial method.
Q4) One way to empathize with the client's objection and turn objections into sales is to use the"feel-felt- ________"strategy.
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Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) Anne is very interested in having her wedding at the zoo but seems to need help envisioning the process and benefits. What type of close should Lacey most likely use?
A)summary of benefits
B)trial
C)direct appeal
D)assumptive
E)special options
Q2) Which of the following is a signal that Anne is ready to sign the contract to book the reception?
A)She looks at her watch.
B)She checks her phone for messages.
C)She asks,"How much do I need to put down now to reserve the date?"
D)She asks,"Why don't you offer pre-set desserts?"
E)She says,"The country club offers a chocolate fountain at no extra cost."
Q3) The direct appeal works best if it occurs early in the sales presentation before a prospect shows clear interest in a product.
A)True
B)False
Q4) List and describe the three types of closing cues.
Page 17
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Chapter 15: Servicing the Sale and Building the Partnership
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Q1) The process of recommending products or services that are related to the main item sold to the customer is known as ________.
Q2) Which of the following is recommended when using suggestion selling?
A)Don't waste time suggesting low-profit items.
B)Don't hesitate to make suggestions before closing the sale.
C)Don't make suggestions until you have first satisfied the customer's primary need.
D)Show the suggested item only if the customer seems interested and profit margins are high.
E)Suggestion selling should be used to generate half again as much revenue as the primary product does.
Q3) Business meetings in Russia typically start on time because Russians value punctuality.
A)True
B)False
Q4) With full-line selling,it is beneficial to use demonstration or sales tools to build customer interest in the suggested item.
A)True
B)False
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Chapter 16: Opportunity Management: The Key to Greater Sales Productivity
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Sample Questions
Q1) Frequency of visits to established customers should generally be related to sales potential.
A)True
B)False
Q2) Although Po lacks the stress of meeting a sales quota,she experiences stress related to her schedule. Which of the following would most likely relieve Po's stress?
A)reducing her territory from two to one
B)exercising and sleeping regularly
C)filing expense reports promptly
D)using a personal digital assistant
E)conducing fewer follow-up calls
Q3) The telephone has proven to be a good method of making appointments,keeping customers informed,and expressing appreciation,but it is an ineffective tool for building customer goodwill.
A)True
B)False
Q4) List the guiding principles that can be used to develop a routing and scheduling plan.
Q5) List and describe the four areas of opportunity management.
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Chapter 17: Management of the Sales Force
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Q1) ________ is an interpersonal process between the sales manager and the salesperson in which the manager helps the salesperson improve performance in a specific area.
Q2) The straight commission plan encourages salespeople to engage in long-term customer development.
A)True
B)False
Q3) One sales representative complains that she never knows where she stands with Victor because he rarely provides feedback. The sales representative also indicates that Victor fails to communicate his expectations to sales team members. Victor most likely needs to work on the leadership dimension of:
A)mentoring
B)motivation
C)organization
D)structure
E)consideration
Q4) ________ is an intrinsic reward that occurs when a duty or task is performed.
Q5) ________ leadership is based on the theory that the most successful leadership occurs when the leader's style matches the specific circumstances.
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