Question 1

The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and talk no more than 20 percent of the time.

Accepted Answer

A)  talking model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  listening rule 
E)  inflection-articulation zone 
A)  talking model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  listening rule 
E)  inflection-articulation zone D

Question 2

In the context of voice characteristics,describe articulation.

Accepted Answer

Articulation refers to the production of recognizable sounds.Articulation is best when a speaker opens his or her mouth properly;then the movements of the lips and tongue are unimpeded.When the lips are too close together,the enunciation of certain vowels and consonants suffers.

Question 3

Which of the following is a significant part of a salesman's voice characteristics?

Accepted Answer

A)  Inflection 
B)  Response time 
C)  Acculturation 
D)  Reliability 
E)  Validity 
A)  Inflection 
B)  Response time 
C)  Acculturation 
D)  Reliability 
E)  Validity A

Question 4

During a sales presentation,the salesperson,Sabrina,needs to refrain from speaking after asking her customer a difficult question.Tolerating silence is often important to:

Accepted Answer

A)  provide the customer time to think. 
B)  provide the customer with an opportunity to end the meeting. 
C)  help shift from the intimate to the social zone. 
D)  allow the customer to reveal underlying tension. 
E)  encourage the customer to show his or her anxiety. 
A)  provide the customer time to think. 
B)  provide the customer with an opportunity to end the meeting. 
C)  help shift from the intimate to the social zone. 
D)  allow the customer to reveal underlying tension. 
E)  encourage the customer to show his or her anxiety.

Question 5

During a sales presentation,the salesperson,Kiara,informs the customer that the Zeus water reclamation system is the best system available in the market in the $50-$60 price range.He misunderstands the description partly because of the unnecessary technical details and partly because of the distraction caused by his secretary who comes in during the presentation and asks for his signature.In the context of the communication process,Kiara is _____,the customer is _____,and the secretary is _____ in this scenario.

Accepted Answer

A)  decoding;encoding;giving feedback 
B)  decoding;giving feedback;creating noise 
C)  encoding;decoding;giving feedback 
D)  encoding;decoding;creating noise 
E)  decoding;encoding;creating noise 
A)  decoding;encoding;giving feedback 
B)  decoding;giving feedback;creating noise 
C)  encoding;decoding;giving feedback 
D)  encoding;decoding;creating noise 
E)  decoding;encoding;creating noise

Question 6

What is encoding?

Accepted Answer

The translation of t

Question 7

What is the 80-20 listening rule?

Accepted Answer

The 80-20 listening rule sugge

Question 8

For a sales presentation in a Latin American country,the salesperson,Kiara,reaches the venue at 9:45 a.m.because the meeting is scheduled to start at 10:00 a.m.Even after waiting for a couple of hours,Kiara's clients do not arrive.In this scenario,what should Kiara do?

Accepted Answer

A)  Send a text message to her manager informing that the company has lost the deal 
B)  Go back to her hotel room and wait for her clients to call and apologize 
C)  Send a text message to one of her clients and reschedule the meeting 
D)  Go to a coffee shop nearby and wait for her clients patiently 
E)  Leave without informing her clients because they behaved unprofessionally 
A)  Send a text message to her manager informing that the company has lost the deal 
B)  Go back to her hotel room and wait for her clients to call and apologize 
C)  Send a text message to one of her clients and reschedule the meeting 
D)  Go to a coffee shop nearby and wait for her clients patiently 
E)  Leave without informing her clients because they behaved unprofessionally

Question 9

Which of the following statements is a good advice for salespeople concerned about the proper use of hand gestures?

Accepted Answer

A)  Avoid dropping your hands down by your sides and keeping them there while presenting. 
B)  Do not expose your palms to your prospect because that gesture sends negative or "stop" signals. 
C)  When making a presentation before a group,keep hand gestures to a minimum so you will appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to shorten their comments. 
E)  All of these 
A)  Avoid dropping your hands down by your sides and keeping them there while presenting. 
B)  Do not expose your palms to your prospect because that gesture sends negative or "stop" signals. 
C)  When making a presentation before a group,keep hand gestures to a minimum so you will appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to shorten their comments. 
E)  All of these

Question 10

When a speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

Accepted Answer

A)  analogy 
B)  inflection 
C)  exaggeration 
D)  puffer 
E)  summary 
A)  analogy 
B)  inflection 
C)  exaggeration 
D)  puffer 
E)  summary

Question 11

One way to define the speaking-listening differential is to say that:

Accepted Answer

A)  the skill of active listening makes better speakers. 
B)  customers can listen to words at a rate that is almost five times faster than the rate at which salespeople can speak. 
C)  salespeople should try to speak 80 percent of the time and listen no more than 20 percent of the time. 
D)  speaking divided by listening equals communication. 
E)  articulation equals listening divided by speech rate. 
A)  the skill of active listening makes better speakers. 
B)  customers can listen to words at a rate that is almost five times faster than the rate at which salespeople can speak. 
C)  salespeople should try to speak 80 percent of the time and listen no more than 20 percent of the time. 
D)  speaking divided by listening equals communication. 
E)  articulation equals listening divided by speech rate.

Question 12

Which of the following statements is true about response time?

Accepted Answer

A)  Response time is the time between when a salesperson sends a message and when the prospect responds to it. 
B)  E-mails have a greater degree of interactivity and a faster response time than telephone communication. 
C)  A salesperson should use fax rather than telephone communication because it has a shorter response time. 
D)  Face-to-face communications have the slowest response time of all communications methods because of nonverbal communications. 
E)  Response time is the time when a prospect is most receptive of the sales message because of the absence of noise. 
A)  Response time is the time between when a salesperson sends a message and when the prospect responds to it. 
B)  E-mails have a greater degree of interactivity and a faster response time than telephone communication. 
C)  A salesperson should use fax rather than telephone communication because it has a shorter response time. 
D)  Face-to-face communications have the slowest response time of all communications methods because of nonverbal communications. 
E)  Response time is the time when a prospect is most receptive of the sales message because of the absence of noise.

Question 13

Why is it important to "bite your tongue" at certain times during a sales presentation?

Accepted Answer

The technique of tolerating silences cou

Question 14

What is the benefit of repeating information received from the customer during a sales interaction? What are the drawbacks (if any)of this technique?

Accepted Answer

During a sales interaction,the salespers

Question 15

When making her sales presentation to an important customer,Sarah is frequently interrupted by announcements coming through her company's speaker system.In this scenario,Sarah is most likely experiencing noise.

Accepted Answer

A) True 
 B)False

Question 16

Discuss the importance of nonverbal signals in communication.

Accepted Answer

In addition to asking questions and list

Question 17

The fact that people generally speak at a faster rate than they listen attributes toward the speaking-listening differential.

Accepted Answer

A) True 
 B)False

Question 18

List the points to be kept in mind when engaging in active listening.

Accepted Answer

Suggestions for active listening include

Question 19

Identify a true statement about the four distance zones people use when interacting in business and social situations.

Accepted Answer

A)  The social zone is reserved primarily for close friends and those who share special interests. 
B)  In general,salespeople should begin customer interactions at the public zone. 
C)  The exact sizes of the intimate and personal zones depend on age,gender,culture,and race. 
D)  Usually,salespeople should avoid moving closer even after an initial rapport has been established. 
E)  The public zone is used primarily for business transactions and other impersonal relationships. 
A)  The social zone is reserved primarily for close friends and those who share special interests. 
B)  In general,salespeople should begin customer interactions at the public zone. 
C)  The exact sizes of the intimate and personal zones depend on age,gender,culture,and race. 
D)  Usually,salespeople should avoid moving closer even after an initial rapport has been established. 
E)  The public zone is used primarily for business transactions and other impersonal relationships.

Question 20

During a sales presentation,why does the salesperson,Roger,repeat,word for word,the negative comment his customer made about the company's service contract?

Accepted Answer

A)  To engage in passive listening 
B)  To provide feedback to the customer 
C)  To avoid having any lulls in the conversation 
D)  To verify that he decoded the customer's message correctly 
E)  To summarize the customer's concerns 
A)  To engage in passive listening 
B)  To provide feedback to the customer 
C)  To avoid having any lulls in the conversation 
D)  To verify that he decoded the customer's message correctly 
E)  To summarize the customer's concerns

The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and talk no more than 20 percent of the time.

In the context of voice characteristics,describe articulation.

Which of the following is a significant part of a salesman's voice characteristics?

During a sales presentation,the salesperson,Sabrina,needs to refrain from speaking after asking her customer a difficult question.Tolerating silence is often important to:

What is encoding?

What is the 80-20 listening rule?

For a sales presentation in a Latin American country,the salesperson,Kiara,reaches the venue at 9:45 a.m.because the meeting is scheduled to start at 10:00 a.m.Even after waiting for a couple of hours,Kiara's clients do not arrive.In this scenario,what should Kiara do?

Which of the following statements is a good advice for salespeople concerned about the proper use of hand gestures?

When a speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

One way to define the speaking-listening differential is to say that:

Which of the following statements is true about response time?

Why is it important to "bite your tongue" at certain times during a sales presentation?

What is the benefit of repeating information received from the customer during a sales interaction? What are the drawbacks (if any)of this technique?

When making her sales presentation to an important customer,Sarah is frequently interrupted by announcements coming through her company's speaker system.In this scenario,Sarah is most likely experiencing noise.

Discuss the importance of nonverbal signals in communication.

The fact that people generally speak at a faster rate than they listen attributes toward the speaking-listening differential.

List the points to be kept in mind when engaging in active listening.

Identify a true statement about the four distance zones people use when interacting in business and social situations.

During a sales presentation,why does the salesperson,Roger,repeat,word for word,the negative comment his customer made about the company's service contract?

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 4: Using Communication Principles to Build Relationships

The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and talk no more than 20 percent of the time.

In the context of voice characteristics,describe articulation.

Which of the following is a significant part of a salesman's voice characteristics?

During a sales presentation,the salesperson,Sabrina,needs to refrain from speaking after asking her customer a difficult question.Tolerating silence is often important to:

What is encoding?

What is the 80-20 listening rule?

For a sales presentation in a Latin American country,the salesperson,Kiara,reaches the venue at 9:45 a.m.because the meeting is scheduled to start at 10:00 a.m.Even after waiting for a couple of hours,Kiara's clients do not arrive.In this scenario,what should Kiara do?

Which of the following statements is a good advice for salespeople concerned about the proper use of hand gestures?

When a speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

One way to define the speaking-listening differential is to say that:

Which of the following statements is true about response time?

Why is it important to "bite your tongue" at certain times during a sales presentation?

What is the benefit of repeating information received from the customer during a sales interaction? What are the drawbacks (if any)of this technique?

When making her sales presentation to an important customer,Sarah is frequently interrupted by announcements coming through her company's speaker system.In this scenario,Sarah is most likely experiencing noise.

Discuss the importance of nonverbal signals in communication.

The fact that people generally speak at a faster rate than they listen attributes toward the speaking-listening differential.

List the points to be kept in mind when engaging in active listening.

Identify a true statement about the four distance zones people use when interacting in business and social situations.

During a sales presentation,why does the salesperson,Roger,repeat,word for word,the negative comment his customer made about the company's service contract?

Selling and Salespeople

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strengthening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters