Business-to-Business Sales Review
Questions
Course Introduction
This course explores the principles and practices of Business-to-Business (B2B) sales, focusing on the unique dynamics that differentiate it from consumer sales. Students will examine topics such as relationship building, value proposition development, account management, and the use of consultative and solution-based selling techniques. The course also covers the sales process, including prospecting, needs assessment, negotiation, and closing strategies specific to B2B contexts. Real-world case studies and role-playing exercises are incorporated to help students apply theoretical concepts and develop essential skills for successful sales careers in industrial, technology, and service sectors.
Recommended Textbook
Selling Today 12th Edition by Gerald L. Manning
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17 Chapters
1139 Verified Questions
1139 Flashcards
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Chapter 1: Relationship Selling Opportunities in the Information Economy
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Sample Questions
Q1) Which of the following sectors would NOT be considered to be part the service industry?
A)hotel,motel,and convention centers
B)insurance
C)banking
D)real estate
E)chemicals
Answer: E
Q2) Terri Milano,employed by a manufacturer of home electronics,offers assistance to retailers in such areas as credit policies,pricing display and store layout.She also collects information regarding acceptance of her firm's products.She is performing the duties of a(n):
A)detail salesperson
B)retail salesperson
C)inside salesperson
D)field representative
E)manufacturer's representative
Answer: A
Q3) ________ income helps satisfy our need for recognition and security. Answer: Psychic
Page 3
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Chapter 2: Evolution of Selling Models That Compliment the Marketing Concept
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Sample Questions
Q1) When UPS was first established,founder Jim Casey described the firm's focus as follows:
A)to become a leader in international shipping
B)to become the world's most profitable company
C)to render perfect service to our stores and their customers
D)to become the world's most efficient shipping company
E)to become the fastest shipper in the world
Answer: C
Q2) The marketing mix consists of product,promotion,place,and:
A)personnel
B)principle
C)perfection
D)pride
E)price
Answer: E
Q3) 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
Page 4
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Chapter 3: Creating Value With a Relationship Strategy
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Sample Questions
Q1) One of Joelle's big challenges is working with Colotel sales reps to smooth out their speech mannerisms and accents.She works with the reps to achieve:
A)a smoothed-out accent,but no changes to speech mannerisms,which she considers charming
B)no accent or speech mannerisms whatsoever,which is equivalent to a Midwestern or broadcasting accent,so they can sell to anyone
C)an accent and mannerisms that sound educated and intelligent,but still local to maintain familiarity with prospects
D)a British accent,as this rates highest on the list of accents prospects consider "cultured"
E)a strong local accent of where they are located,even if they are not from that area,to bond with local buyers
Answer: C
Q2) ________ can be defined as a strategically developed,high quality,long-term relationship that focuses on solving the customer's buying problem.
Answer: Partnering
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Chapter 4: Communication Styles: a Key to Adaptive Selling Today
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Sample Questions
Q1) The psychological continuum and the sociability continuum are combined to form the communication-style model.
A)True
B)False
Q2) On the communication style grid,the two communication styles with low dominance are Reflective and Supportive.Salespeople with these two communication styles would be best suited for sales situations in which:
A)the product is simple to understand so the salespeople don't have to spend much time with potential clients
B)the product is highly technical or involved and requires a strong focus on partnering over the long term to discover solutions for the client
C)the customers understand the low dominance of the salespeople and are willing to work with them despite their communication styles
D)the customers are all Reflective or Supportive communication styles also E)the salespeople are not required to have direct contact with potential clients
Q3) ________ can be defined as the tendency to control or prevail over others.
Q4) Describe the difference between lower dominance and higher dominance.
Q5) The words "reserved," "warm," and "compliant" describe the ________ style.
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Chapter 5: Ethics: the Foundation for Relationships in Selling
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Sample Questions
Q1) The National Association of Sales Professionals (NASP)has published a list of ten Standards of Professional Conduct.List and explain five.
Q2) It is almost impossible for management to develop guidelines for sales personnel regarding the giving of gifts to customers.
A)True
B)False
Q3) Ethical standards tend to filter down from the top of a business organization.
A)True
B)False
Q4) Withholding information:
A)is another name for reciprocity
B)is legal and therefore ethical
C)is only unethical if it is being done under duress
D)is often the only logical course of action for a salesperson
E)is tantmount to lying
Q5) The major types of business defamation are business slander,business libel and
Q6) ________ are deeply held personal beliefs and preferences.
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.
A)True
B)False
Q2) A laundromat is a business that sells a service--washing,drying,and folding of clothes and the use of machines to wash and dry clothes.Since it is difficult to differentiate this service by washing or folding clothes better,how can a laundromat create a better product to offer customers to get their business?
A)offering services such as free pickup and extended hours to make it easier to use the laundromat
B)training employees to fold clothes in a distinctive pattern
C)putting all laundry into plastic bags with the laundromat logo on them to advertise the laundromat
D)using floral-scented laundry detergent on all orders
E)employing workers who have been washing laundry for years
Q3) One of the best ways to present benefits is to use a bridge statement.
A)True
B)False
Q4) The product selection process is often referred to as ________ ________.
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Chapter 7: Product-Selling Strategies That Add Value
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Sample Questions
Q1) Pricing decisions are made primarily during the introductory stage of the product life cycle.
A)True
B)False
Q2) How could lowering prices to capture a higher share of the market be a strategic advantage to a company?
A)Lowering prices will reduce the company's overall profits,whether they have the largest market share or not.
B)Lowering prices will allow a company to force its competitors to sell at a lower price that they can afford to,which will drive them into bankruptcy.
C)A company with the largest share of the market does not have to comply with the same safety regulations and production controls that other companies do.
D)A company with the largest share of the market is seen as the leader so customers think of it as the default and require less sales effort to close a sale.
E)A company with the largest share of the market can cut costs and raise prices without the public noticing or switching to competitors.
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Chapter 8: The Buying Process and Buyer Behavior
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Sample Questions
Q1) One difference between organizational and consumer buyers is that organizational buyers' purchases are made for some purpose other than personal consumption.
A)True
B)False
Q2) A purchase based more on feelings than on logic is a(n):
A)product buying motive
B)patronage buying motive
C)rational buying motive
D)emotional buying motive
E)group buying motive
Q3) The three types of consumer buying situations are habitual buying decisions,complex buying decisions,and modified buying decisions.
A)True
B)False
Q4) One reason companies launch such a large number of new products is to attempt to satisfy more customer needs.
A)True
B)False
Q5) List and describe the three types of consumer buying situations.
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Chapter 9: Developing and Qualifying a Prospect Base
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Q1) Which of the following is true regarding doing business in Germany?
A)Germany has been described as a "high context" culture.
B)Dinner is the most common meal for business meetings.
C)Flashy brochures will have more impact than statistic-filled ones.
D)There is a strong emphasis on punctuality.
E)Non-verbal communication is more important than the words used to communicate.
Q2) A well-connected person who may not make the buying decision but who may have an impact on the person who does is a:
A)gatekeeper
B)referral
C)prospect
D)target market
E)center of influence
Q3) A prospect list from a CRM database is likely to include which kinds of information?
A)amount,date,and likelihood that a sale will close
B)saleperson bonus information on closed sales
C)amount and dates of sales competitors have made to the prospect
D)salesperson's conclusions on any calls made to the prospect
E)which salespeople earned the highest commissions,in descending order
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Page 11
Chapter 10: Approaching the Customer With Adaptive Selling
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Sample Questions
Q1) Fear of taking risks and fear of rejection are two thought patterns that may be responsible for sales call reluctance.Which of the following is another pattern that may be responsible for sales call reluctance?
A)fear of showing the product
B)fear of not trying hard enough
C)fear of talking about benefits
D)lack of self-confidence
E)lack of fear
Q2) The presentation strategy should be developed before the relationship,product,and customer strategy in order to have an effective plan.
A)True
B)False
Q3) List and explain the steps in the Six-Step Presentation Plan.
Q4) In English business settings,a hard sell is the best approach
A)True
B)False
Q5) List and explain the three prescriptions to developing a good presentation strategy.
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Chapter 11: Determining Customer Needs With a
Consultative Questioning Strategy
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Sample Questions
Q1) Which type of questions help the salesperson discover facts about the buyer's existing situation,and are often the first step in the partnership-building process?
A)confirmation questions
B)closed questions
C)open questions
D)general survey questions
E)probing
Q2) An informative presentation is one type of need-satisfaction presentation.
A)True
B)False
Q3) A presentation strategy that influences the prospect's beliefs,attitudes,or behavior and encourages buyer action is the:
A)technical presentation strategy
B)probing presentation strategy
C)informative presentation strategy
D)persuasive presentation strategy
E)reminder presentation strategy
Q4) ________ presentations are sometimes a dimension of service after the sale.
Q5) ________ ________ is the author of the book entitled Spin Selling.
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Chapter 12: Creating Value With the Consultative Demonstration
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Q1) What is one possible pitfall Kevin Salazar should be aware of when giving the presentation?
A)He needs to promote the benefits of ScranTone without saying anything negative about the current supplier.
B)The buyer must have disliked Kevin not to have purchased from him in the past.
C)He needs to talk down to the buyer to make sure the buyer understands.
D)A successful presentation could end up with an order bigger than ScranTone can handle.
E)This account could make or break his quota for the month.
Q2) Some of the most effective sales demonstrations combine telling,showing,and involvement of the prospect.
A)True
B)False
Q3) Overstructured sales demonstrations may cause a customer to feel like a number.
A)True
B)False
Q4) Letters from satisfied customers are ineffective sales tools.
A)True
B)False
Q5) List the primary benefits of the sales demonstration.
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Chapter 13: Negotiating Buyer Concerns
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Q1) If a customer says to a sales representative from Johnson Supply,"I've always purchased my supplies from the Ralston Company," this person is raising an objection to:
A)product
B)time
C)need
D)source
E)price
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) The ________ method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism.
Q4) List five common types of buyer concerns.
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Chapter 14: Adapting the Close and Confirming the Partnership
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Q1) An emotional response that can take various forms such as feelings of regret,fear,or anxiety is:
A)Saturday-morning syndrome
B)buyer's high
C)buyer's remorse
D)closing reluctance
E)closing reserve
Q2) Shane did not mention to the representative of the church that the cost of printing the ads is not included in the price he quoted until it is time for the representative to sign the contract.The church representative feels that he has been deliberately misled by Shane,and finds that the printing cost puts the ads way out of the church's budget.At what point should Shane have discussed the price breakdown?
A)during the close
B)during the pre-approach
C)while building rapport
D)during the presentation of the product
E)while servicing the sale
Q3) What suggestions would you give to a salesperson that does not successfully close a sale?
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Chapter 15: Servicing the Sale and Building the Partnership
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Q1) Full-line selling,sometimes called suggestion selling,should be spontaneous and unplanned in order to achieve naturalness in the selling situation.
A)True
B)False
Q2) Salespeople can add value to the sales process by:
A)making the purchase more complex
B)hurrying the close process
C)making the purchase convenient
D)taking the chance that customers will want to buy other products not directly related to their needs
E)showing customers how to create their own version of the product
Q3) Word-of-mouth advertising can be considered a powerful "auxiliary" sales force.
A)True
B)False
Q4) According to Tony Allesandra,failure of a purchased product to perform as expected can be described as the "moment of truth."
A)True
B)False
Q5) The effort to sell better-quality products is known as ________.
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Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
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Q1) The starting point for effective time management is forming a new attitude toward time conservation.
A)True
B)False
Q2) ________ refers to two simultaneous events: an external stimulus called a stressor,and the physical and emotional responses to that stimulus.
Q3) When tension builds,your most effective reaction is to choose whether to use the "fight" or the "flight" response.
A)True
B)False
Q4) Frequency of visits to established customers should generally be related to sales potential.
A)True
B)False
Q5) Keeping a time log is not an effective method of time management. A)True
B)False
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Q6) Alan Lakein says the most important aspect of time management is knowing what your ________ are.
Chapter 17: Management of the Sales Force
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Q1) A sales manager can review relationships with accounts at any time using CRM software by:
A)asking an assistant to gather call notes from salespeople on their accounts
B)reading a salesperson's notes on the account in the system
C)calling current contacts at each account to make sure the account was being serviced properly
D)printing pipeline reports
E)sending emails through the system asking salespeople for information
Q2) Which one of the following is a good motivation guideline to be adopted by sales managers?
A)Use external motivation methods exclusively.
B)Recognize that creating the conditions for internal motivation is very difficult.
C)Recognize that external motivation has almost no impact on performance.
D)Attempt to use a mix of external rewards and internal satisfaction.
E)Employees who do not respond to external motivation will never perform well.
Q3) ________ represents the first step in helping a newly hired salesperson become a productive member of your staff.
Q4) ________ ________ is an intrinsic reward that occurs when a duty or task is performed.
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