Introduction to Business Review Questions
Course Introduction
Introduction to Business provides students with a comprehensive overview of the contemporary business world, exploring foundational concepts such as management, marketing, finance, operations, and entrepreneurship. Through real-life examples and case studies, students gain insight into how businesses are structured, the functions they perform, and the challenges they face in a competitive and dynamic environment. The course also covers the impact of globalization, ethical considerations, and the influence of technology on business practices, equipping learners with essential knowledge and skills for future academic and professional pursuits in the business field.
Recommended Textbook
ABCs of Relationship Selling Through Service 6th Canadian Edition by Charles M. Futrell
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14 Chapters
1220 Verified Questions
1220 Flashcards
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Page 2
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) Successful salespeople have found that their path to success was an easy one.
A)True
B)False
Answer: False
Q2) 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
Q3) Successful salespeople say that their greatest enemy is procrastination.
A)True
B)False
Answer: True
Q4) How would you respond to the following statement: "Marketing and selling are synonyms?"
Answer: The statement is false.Personal selling is a component of marketing.
Page 3
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Chapter 2: Ethics First Then Customer Relationships
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86 Verified Questions
86 Flashcards
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Sample Questions
Q1) Which of the following statements about misrepresentation is true?
A) When salespeople loosely describe their product or service in glowing terms, those statements can be relied upon by the potential buyer.
B) Generally, the more knowledgeable the customer, the greater the chances the court will interpret an incorrect statement by a salesperson as an actionable misrepresentation.
C) When a salesperson makes claims of a "factual nature" regarding a service's inherent capabilities, the law does not treat these comments as statements of fact and warranties.
D) A salesperson's opinion as the quality of the product being sold is known as sales puffery, and is legally actionable.
E) Even if the salesperson misrepresentation statement is made innocently, most courts will award damages to the customer.
Answer: E
Q2) At what level of moral development do most people operate? What potential variables shape an individual's moral development?
Answer: The conventional level.Family,experiences,religion etc.
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Page 4
Chapter 3: The Psychology of Selling: Why People Buy
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95 Verified Questions
95 Flashcards
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Sample Questions
Q1) The stimulus-response model of buyer behaviour assumes a prospect will respond in some unpredictable manner to a sales presentation.
A)True
B)False
Answer: False
Q2) Relate the three classes of buying decisions to the involvement of the customer in making the purchase decision.
Answer: Routine decisions require low involvement.Limited decision making requires a medium level of customer involvement.Extensive decision making requires high involvement.
Q3) To boast his image,Jon decides to buy an expensive sports car.Jon is most likely characterized as an Amiable.
A)True
B)False
Answer: False
Q4) Buyers are NOT always fully aware of their needs.
A)True
B)False Answer: True
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Chapter 4: Communication for Successful Selling: How to
Build Relationships
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) Under which of the following would you include communication barriers?
A) encoding mechanisms
B) feedback loops
C) decoding tools
D) noise
E) caution signals
Q2) Which of the following is "Textiquette" guidelines offered by the authors of this book?
A) Often, a long message is best to capture the required information.
B) Use acronyms widely to save space.
C) Be respectful of the client's time.
D) Use this mode of communication late at night.
E) As it is the norm, feel free to use emoticons.
Q3) Which of the following terms best defines a salesperson's ability to change a person's belief,position,or course of action?
A) Social learning
B) Persuasion
C) Perception
D) Cognition
E) Attention
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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) Shelf-facing refers to the number of individual products placed side-by-side on the shelf.
A)True
B)False
Q2) The three major categories of premiums are sales force premiums,consumer premiums,and dealer premiums.
A)True
B)False
Q3) LinkedIn,Twitter,and Facebook can be used for which of the following?
A) wasting time
B) trade media
C) blogging tools
D) social networking
E) generating presentations
Q4) The text identifies three so called "realms." What are these "realms" and provide an example of each?
Q5) Sales training is best attained via a formalized class setting.
A)True
B)False
Q6) How can social networking be used by modern salespeople? Page 7
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Page 8
Chapter 6: Prospecting : The Lifeblood of Selling
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) Susan is going through a bit of a sales slump.No matter what she does,she seems unable to book any meetings with potential clients.She approaches you and asks for some tips on how to get her out of her sales slump.Which of the following is NOT likely to be advice you would provide?
A) Stay calm and do not panic
B) Be positive and focus on what you are trying to accomplish
C) It is not you it is the product; therefore, your slump will not change unless you have a better product to sell
D) Get your manager to review your approach and sales pitch
E) Keep trying and don't give up - get back to the basics
Q2) Success in selling often requires as much or more time in preparation before and between calls than is involved in actually making the calls themselves.
A)True
B)False
Q3) Orphaned customers are great prospects.
A)True
B)False
Q4) Which method of prospecting is considered the 'toughest one' and,why?
Q5) Identify and describe the ten steps in the sales process.
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Chapter 7: The Pre-Approach Planning Your Sales Call and Presentation
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) Which of these statements about formula presentations is true?
A) The formula presentation is based on the SPIN procedure of developing and giving the sales presentation.
B) New task buying situations are a good time to use the formula presentation method.
C) An advantage of the formula presentation is that it is most adaptable to complex selling situations.
D) The customer gets his or her greatest amount of talking time during the beginning of the formula sales presentation.
E) To successfully use the formula sales presentation method, the salesperson must previously have correctly identified the prospect's needs and wants.
Q2) There is very little a salesperson can do to decrease the level of nervousness salespeople experience when making sales call.The textbook recommends salespersons simply accept the fact being nervous is a function of the job.
A)True
B)False
Q3) List and discuss the four phases of Negotiation.
Q4) List the four steps involved in creating a customer benefit plan.
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Chapter 8: The Approach: Begin Your Presentation
Strategically
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72 Verified Questions
72 Flashcards
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Sample Questions
Q1) Knowing his prospect would be concerned about the possibility of contamination of the foods he was processing with his packing equipment,Luca opened by saying,"Did you know that 2 deaths in Canada last year were attributed to toxic lubricants in food processing equipment.To prove to you the conveyer belt lubricant I'm offering you is non-toxic,I'm going to eat a spoon-full right now." With that,Luca opened the can of grease in front of him and began eating.What approach was Luca using?
A) referral
B) premium
C) shock
D) showmanship
E) complimentary
Q2) An example of an opening statement approach would be to highlight the cost savings associated with developing a long term relationship with your company.
A)True
B)False
Q3) The SPIN approach is really nothing more than a needs analysis tool.
A)True
B)False
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Chapter 9: The Presentation: Elements of Effective
Persuasion
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) Charles is in the market for a new lawnmower.After speaking to an employee at the local hardware store,Charles agrees to buy a top of the line industrial lawnmower.When the transaction was done,the employees looks up at Charles and asks the following question; "Charles,are you aware you could double the warranty period to 4 years by purchasing complementary insurance for as little as $59.00?" What is the employee doing by asking this question?
A) upsetting Charles
B) confusing Charles
C) cross-selling Charles
D) closing the sale
E) using the bundling technique
Q2) Although they are useful with final consumers,testimonials from satisfied customers mean little to professional buyers,who think such "proof" is usually faked.
A)True
B)False
Q3) Guarantees,company results and independent research are examples of so called "simile statements."
A)True
B)False
Page 12
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Chapter 10: Objections Address Your Prospects Concerns
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) "I do not want to do business with you or your company!" What type of an objection is this?
A) no-need objection
B) money objection
C) source objection
D) stalling objection
E) product objection
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) Hardball tactics are often associated with win-win strategies.
A)True
B)False
Q4) Briefly describe how a salesperson would use the boomerang method for dealing with prospect's objections?
Q5) Describe the 5-step process used in dealing with difficult customers.
Page 13
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Chapter 11: Closing the Beginning of a New Relationship
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) Regretfully,Mathew was not successful when he asked the customer to sign up for his company's cable TV package.What should Mathew do when faced with this scenario?
A) Stay professional
B) Stay cheerful
C) Ask for referrals
D) Thank the prospect for their time
E) All of these choices are correct
Q2) A salesperson says to her prospect,"I would like to show you how our product will help you be successful." What is the salesperson doing?
A) being assertive
B) being overconfident
C) being direct
D) being aggressive
E) being overbearing
Q3) A salespersons should always be on the lookout for buying signals when making a sales presentation.
A)True
B)False
Q4) How should a salesperson close out a successful sale?
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Chapter 12: Follow-Up Maintain and Strengthen the Relationship
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61 Verified Questions
61 Flashcards
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Sample Questions
Q1) 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
Q2) Joanne summarizes her strategy to retain and/or grow the client she has just visited.What is Joanne performing?
A) sales call objectives
B) post-call analysis
C) self-analysis
D) follow-up
E) prospecting
Q3) The usage of CRM systems ensures good customer service and higher levels of retention.
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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71 Verified Questions
71 Flashcards
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Sample Questions
Q1) What is the most likely reason why a company would provide strict route plans for its salespeople?
A) to improve collection of overdue accounts
B) to communicate with salespeople about expected location and activities
C) to promote the individual's planning experience
D) to minimize territory size
E) to maximize the utility of the salesperson's weekly report
Q2) The following is an example of a good sales goal: "Carlos will be more successful this year."
A)True
B)False
Q3) Mr.Lee is the owner of a hockey equipment manufacturer based out of Montreal.He likes to segregate his customers based on the following four classification; Professional teams,Semi-pro teams,Schools and Universities,and Not-for-profit teams.What approach to segmentation is Mr.Lee using?
A) the OAKS segmentation method
B) the account segmentation method
C) the dual differentiation method
D) the multi-segmentation method
E) the total territory management method
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Chapter 14: Retail, business, services, and Nonprofit Selling
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) The person proposing to buy or replace a product is referred to as the influencer.
A)True
B)False
Q2) Buying goods to make other goods or to sell to other consumers or to conduct an organization's operations are all examples of what goes in which of the following markets?
A) consumer market
B) retail market
C) farmer's market
D) business market
E) common market
Q3) Which of the following roles within an organization may have an impact on the buying decision?
A) purchasing agents
B) managers
C) accountants
D) executive assistants
E) all of these choices are correct
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