Business Communication Exam Bank
Course
Introduction
Business Communication explores the principles and practices of effective communication within a business context. This course covers essential topics such as written and oral communication, nonverbal cues, intercultural communication, business correspondence, report writing, presentations, and the use of digital communication tools in professional settings. Students will develop practical skills to convey ideas clearly and persuasively, tailor messages for diverse audiences, collaborate in teams, and navigate challenges common in workplace communication. Emphasis is placed on real-world applications, ethical considerations, and building professionalism to support successful business interactions.
Recommended Textbook
Selling Building Partnerships 9th Edition by Stephen Castleberry
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17 Chapters
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Page 2
Chapter 1: Selling and Salespeople
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Field selling is typically more demanding than inside selling because field selling:
A) involves working at the employer's location where the salespeople are monitored very closely.
B) involves very little interaction with customers, thus making it difficult to establish a long-term relationship.
C) involves more intense customer interactions where the salesperson has to engage in problem solving.
D) involves responding to customer-initiated requests.
E) involves communicating with customers by telephone or computer which can get very tiring.
Answer: C
Q2) The phrase customer-centric means making the customer the center of everything the salesperson does.
A)True
B)False
Answer: True
Q3) As a sales job category,what tasks do missionary salespeople perform?
Answer: Missionary salespeople promote; they do not sell.
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3
Chapter 2: Ethical and Legal Issues in Selling
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Sample Questions
Q1) When spending from their company's expense accounts,salespeople should act as though they are spending their own money.
A)True
B)False
Answer: True
Q2) Robin is selling a Local Area Network (LAN)system to a company that oversees the renovation of dingy,old downtown districts into attractive,shopping areas.Which of the following statements by the seller might be construed as an expressed warranty?
A) Maintain a hardcopy of every memo that you try to send until you are comfortable with the system.
B) Don't worry if it breaks down; our service people will be able to get it running again quickly.
C) Be sure to ask your employees to attend the training session.
D) Please read the instruction manual before you try to use the system.
E) None of the above.
Answer: B
Q3) What is cultural relativism?
Answer: Cultural relativism is the view that no culture's ethics are superior.
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Chapter 3: Buying Behavior and the Buying Process
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Sample Questions
Q1) Salespeople selling original equipment manufacturer (OEM)products need to demonstrate that their products help customers produce products which will offer superior value.
A)True
B)False
Answer: True
Q2) "Always a share" is a strategy for risk reduction employed by buying centers. A)True
B)False
Answer: True
Q3) What is the multiattribute model of product evaluation and choice?
Answer: The multiattribute model is a useful approach for understanding the factors individual members of a buying center consider in evaluating products and making choices.The multiattribute model is one approach that companies can take to making purchases and is most often used in complex decisions involving several vendors.Many business decisions are straight rebuys,but the original vendor selection decision may have involved a multiattribute approach.The multiattribute model is based on the idea that people view a product as a collection of characteristics or attributes.Buyers evaluate a product by considering how each characteristic satisfies the firm's needs and perhaps their individual needs.
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Chapter 4: Using Communication Principles to Build Relationships
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Sample Questions
Q1) When salespeople communicate in a high-technology environment,they should:
A) always deliver bad news via e-mail.
B) send daily e-mails to each customer.
C) use their own style and not try to mimic the style of their customers.
D) use e-mail to send duplicate messages to all customers.
E) none of the above.
Q2) Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:
A) summarizing to provide an overview of what has been said.
B) listening to the customer's words from the customer's point of view.
C) asking questions to gain a more complete understanding of what the customer is trying to communicate.
D) tolerating silence to give the customer time to think.
E) none of the above.
Q3) When making her sales presentation to an important customer,Sarah is frequently interrupted by announcements coming through the company's speaker system.Sarah is experiencing noise.
A)True
B)False
Page 6
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Chapter 5: Adaptive Selling for Relationship Building
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Sample Questions
Q1) What is the difference between performance feedback and diagnostic feedback?
Q2) Performance feedback is more useful to salespeople than diagnostic feedback. A)True
B)False
Q3) When Tony sells his company's line of labor-saving kitchen appliances to Tom King,the owner of Tom's Chinese Delights-a small but popular diner-he carries a few samples with him and demonstrates how swiftly one can chop,slice,or grate vegetables and fruits using his product.When Tony sells the same product to Franklin Towers-a luxury hotel-he shows its managers a list of other highly reputed hotels that already use his line of kitchen appliances.This ability to vary his sales presentation indicates that Tony is practicing _____ selling.
A) reactive
B) fixed
C) outlined
D) adaptive
E) methodological
Q4) What popular training program do companies use to help salespeople adapt their communication styles?
Q5) List and define the two dimensions of the social style matrix.
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Chapter 6: Prospecting
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Sample Questions
Q1) After a sales letter gains a prospect's attention,the next thing it must do is:
A) explain why the reader should take the desired action.
B) create curiosity about the product being sold.
C) ask the reader to take a specific action.
D) point out a deadline for action.
E) tell the reader when to expect the follow-up visit or phone call from the sales representative.
Q2) How can you write an effective closing paragraph for your sales letter?
Q3) Which of the following is a way that companies use the Internet to generate leads?
A) By developing an extranet
B) By placing ads on commonly used pages
C) By using social media tactics like live chat on networks
D) By using e-mail messages
E) All of the above
Q4) If a salesperson determines that an individual is a good candidate for making a purchase,the individual is called a lead.
A)True
B)False
Q5) What is the first step a salesperson takes when he or she is prospecting?
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Chapter 7: Planning the Sales Call
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Sample Questions
Q1) To be useful,a call objective must be generic and non-measurable.
A)True
B)False
Q2) Multiple sales objectives reduce salespeople's fear of failure.
A)True
B)False
Q3) SRC Refrigeration Company manufactures and sells refrigerator display units for flowers.Ronald,a salesperson for the company,is calling on a large supermarket chain in an attempt to provide a demonstration of SRC's new product which "bathes flowers in generous humidity and uniform air temperature." Ronald's sales call objective is to persuade the buyer to lease one refrigeration unit for 6 months and compare how it keeps flowers fresh longer than the other brand currently in use.In terms of the criteria for evaluating sales objectives,how would you rate this sales call objective?
Q4) To whom should a salesperson present a customer value proposition?
Q5) Ben,a salesman,would like to sell his prospect three dozen handheld mixers.However,he would be willing to settle for just selling six of them-that would be his minimum sales call objective.
A)True
B)False
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Chapter 8: Making the Sales Call
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Sample Questions
Q1) As he entered the prospect's office,Sam stumbled and almost fell.After composing himself,Sam mispronounced the prospect's name.After taking a break,Sam was able to make a great sales presentation,but he never got the prospect's full attention during the meeting.What concept describes the prospect's assumption that the clumsy salesperson would not be competent enough to provide efficient service?
Q2) If you want to be a successful salesperson,what should you do if you arrive for a sales appointment and your prospect asks you to wait thirty minutes before she can see you?
Q3) Imagine that you are trying to sell a new selling textbook to your marketing professor.Create two statements,each describing a feature and a benefit of your textbook.
Q4) Alphonso uses the FAB method when he sells optical scanning equipment to merchants.What do the letters "FAB" represent in this context?
Q5) An advantage of the product opening is that it appeals to a prospect visually as well as verbally.
A)True
B)False
Q6) What should salespeople do to make a good first impression?
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Chapter 9: Strengthening the Presentation
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Sample Questions
Q1) Sunil was illustrating the ease with which his company's newly designed lawnmower can be operated.However,during the presentation,the lawnmower stopped working.What is the most appropriate way for Sunil to handle this situation?
A) Sunil should blame the production division of his company for this failure.
B) Sunil should try to convince the buyer that the lawnmower rarely fails.
C) Sunil should use humor and accept that such mistakes do happen.
D) Sunil should gain the buyer's sympathy by describing how badly he needs to close the deal with the prospect.
E) Sunil should end the sales presentation and start afresh by taking another appointment.
Q2) A product demonstration:
A) automatically leads to a sale.
B) allows prospects to check if the product works the way the salesperson claims.
C) occurs only after a prospect has been assured a significantly high return on investment for a product.
D) often distracts a prospect from the reason for a sales call.
E) none of the above.
Q3) What are the benefits of using visual aids in a sales presentation?
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Chapter 10: Responding to Objections
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Sample Questions
Q1) When buyers note the disadvantages of a product and sales reps agree and turn the conversation to their product's strengths,they are illustrating the _____ method of responding to objections.
A) compensation
B) probing
C) revisit
D) acknowledge
E) indirect denial
Q2) When the club pro says,"I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings," the Taylor salesperson responds,"I understand how you feel about this club.Another buyer felt the same way as you do until he tried the club for a month.He found the club easy to use and one that actually improved his average score." Which method of dealing with objections is the Taylor salesperson using?
A) Compensation
B) Indirect denial
C) Submissive
D) Referral
E) Direct denial
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Chapter 11: Obtaining Commitment
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Sample Questions
Q1) A trial order will not necessarily lead to a larger commitment.
A)True
B)False
Q2) Which of the following statements is true about the probing method of obtaining commitment?
A) The salesperson should never begin by asking directly for a commitment.
B) The rep should ask a series of questions designed to discover the reason for hesitation.
C) This method is especially effective with Japanese and Arab business prospects.
D) The salesperson should avoid all attempts to resolve the issues concerning the prospect.
E) After successfully dealing with the prospect's concerns, the sales rep should avoid a follow-up and let the prospect think over what has just been said.
Q3) Books You Demand bookstore received an invoice dated May 2 from a publisher that read,"2/10,n/30" and informed the owner that she owed a total of $600.What percentage of discount does she get if she pays on June 1?
Q4) How can a salesperson obtain commitment without being manipulative?
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Chapter 12: Formal Negotiating
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Sample Questions
Q1) Which type of meeting allows people to creatively explore various methods of achieving goals?
Q2) Jack is the house manager for his campus chapter of Beta Theta Pi,a social fraternity.He is negotiating with Jackson Hauling for trash pick-up services at the fraternity house.He prefers a three-days-per-week trash pick-up schedule,but he is also willing to accept a two-days-per-week arrangement.While negotiating with the company,he asks for daily trash pick-up service.The three-day trash pick-up schedule is Jack's:
A) minimum position.
B) target position.
C) opening position.
D) maximum position.
E) average position.
Q3) Aaron averted the browbeating from one of the buying team member and refocused deliberations to the issue being discussed.What negotiation strategy did Aaron use?
Q4) Describe how a salesperson will use a competing mode of negotiation.
Q5) What is the best response to a buying team that attempts lowballing?
Q6) Create a plausible scenario of browbeating followed by negotiation jujitsu.
Q7) Describe three guidelines for making concessions.
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Chapter 13: Building Partnering Relationships
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Sample Questions
Q1) The sole determinant of customer lifetime value is a customer's purchases.
A)True
B)False
Q2) List the five foundations of a successful,long-term relationship between a customer and a salesperson.
Q3) Caesar salad dressing when made correctly contains raw eggs,but fear of salmonella poisoning has forced many restaurants to use an inferior tasting bottled dressing in their Caesar salads.Davidson from Food Tech,a company developing preservatives and food additives,has developed a process for pasteurizing eggs on a large-scale basis.The pasteurization of eggs is a complicated process that took years to perfect.Because Food Techn developed the process and will share it with poultry farmers,the company would be classified as a:
A) competitive partner.
B) deep seller.
C) lead user.
D) spotter.
E) driver.
Q4) What occurs in the expansion stage of relationship development?
Q5) What are the two types of customer loyalty?
Q6) What different types of relationships can exist between buyers and sellers?
Page 15
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Chapter 14: Building Long-Term Partnerships
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Sample Questions
Q1) Expansion immediately follows the awareness stage of building partnerships.
A)True
B)False
Q2) Corporate culture:
A) shapes the attitudes of employees.
B) reflects the values and beliefs held by senior management.
C) influences the development of programs and policies.
D) determines how employees act.
E) all of the above.
Q3) Dawn sells building materials to contractors.She sells lumber to almost all of her accounts but does not get many orders for nails,roofing,or other building materials.Dawn decides to push stock of these additional construction materials to all her existing customers.Dawn is planning to use the _____ strategy.
A) cross-selling
B) upgrading
C) full-line selling
D) saturation selling
E) insight selling
Q4) Why do some attempts at cross-selling almost seem like a new-task buying situation?
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Chapter 15: Managing Your Time and Territory
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Sample Questions
Q1) A salesperson lacking goals will drift around their territory,wasting time and energy.
A)True
B)False
Q2) To salespeople the benefit of zoning is:
A) minimizing travel time between customers.
B) forming creative combinations within routing.
C) avoiding routine sales call patterns.
D) dividing accounts into groups according to its profitability.
E) scattering sales across a wide geographic area.
Q3) Mariah is a stock broker.She knows that to increase her number of clients she must do a lot of prospecting since only about 1 out 30 prospects she works with will become profitable clients.She believes by doing a better job qualifying her prospects she will be able to persuade 1 out of 25 next month.This goal is an example of a(n)_____ goal.
A) transformation
B) consequence
C) activity
D) performance
E) conversion
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Chapter 16: Managing Within Your Company
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Sample Questions
Q1) Which of the following is an example of an inbound salesperson?
A) Bettina makes cold calls for her field sales representative.
B) Marjorie is a telemarketer who sells aluminum siding to key accounts.
C) Al calls to see if the Yelverton family wants to renew its subscription to the "Nashville Tennessean."
D) Burt receives a phone call from a customer in BellSouth who wants to check the availability of a particular watch.
E) Tracey sits at the customer service section and provides product information to her clients.
Q2) Rather than complain about poor marketing programs,proactive salespeople and sales managers prefer to participate in marketing decisions and keep communication lines open.
A)True
B)False
Q3) Differentiate between the terms "inbound" and "outbound" when referring to sales reps?
Q4) Salespeople typically report directly to the sales executive.
A)True
B)False
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Chapter 17: Managing Your Career
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Sample Questions
Q1) KSAs are an asset,and like any asset,they decay or depreciate if you do not continue to invest in them.
A)True
B)False
Q2) List and define two primary causes of role stress.
Q3) What is a stress interview? Describe some of the tactics used when conducting such interviews.
Q4) One difference between sales calls and job interviews is that in job interviews both parties have needs that will have to be individually defined before the meeting.
A)True
B)False
Q5) What is the difference between a panel interview and a group interview?
Q6) KSA refers to the sales maxim,"Keep it Simple,Always." A)True
B)False
Q7) Most companies believe that there is one single "sales type" who will be successful selling anything to anybody.
A)True
B)False
Page 19
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