Question 1

Which of the following would be the WORST advice for Timothy,a salesperson,at an office supplies store?

Accepted Answer

A)  Take note of how top executives in your firm dress. 
B)  Adjust to the geographic region in which you work. 
C)  Attempt to match the clothing choices of your typical customers. 
D)  If you look well dressed,you'll feel more confident. 
E)  Be a leader,and wear the latest fashions. 
A)  Take note of how top executives in your firm dress. 
B)  Adjust to the geographic region in which you work. 
C)  Attempt to match the clothing choices of your typical customers. 
D)  If you look well dressed,you'll feel more confident. 
E)  Be a leader,and wear the latest fashions.

Question 2

In the context of e-mail and text message communication,it is advisable to avoid using white spaces and in-line subheads in an e-mail because it hinders readability.

Accepted Answer

A) True 
 B)False

Question 3

According to the communication process,when a salesperson develops a sales presentation,he or she is actively involved in:

Accepted Answer

A)  encoding. 
B)  affective stimulation. 
C)  perception. 
D)  decoding. 
E)  selling. 
A)  encoding. 
B)  affective stimulation. 
C)  perception. 
D)  decoding. 
E)  selling.

Question 4

The muscles around the eyes reveal whether a smile is real or polite.

Accepted Answer

A) True 
 B)False

Question 5

In the context of using proper techniques and etiquette when leaving voice mail messages,a little casual conversation up front is acceptable.

Accepted Answer

A) True 
 B)False

Question 6

In the context of evaluating thought process through customers' eye position during a sales presentation,eyes focused straight ahead mean that a customer is:

Accepted Answer

A)  really concentrating on the presentation. 
B)  intensely concentrating,with an emotional consideration. 
C)  actually interested in closing the deal but wants to suppress his or her feelings to be able to bargain effectively. 
D)  passively receiving information but devoting little effort to analyzing the meaning of the presentation. 
E)  considering the logic and facts in the presentation. 
A)  really concentrating on the presentation. 
B)  intensely concentrating,with an emotional consideration. 
C)  actually interested in closing the deal but wants to suppress his or her feelings to be able to bargain effectively. 
D)  passively receiving information but devoting little effort to analyzing the meaning of the presentation. 
E)  considering the logic and facts in the presentation.

Question 7

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

Accepted Answer

A) True 
 B)False

Question 8

In the context of voice characteristics,explain how a salesperson's delivery of words affects how the customer will understand and evaluate his or her presentation.

Accepted Answer

A salesperson's delivery of words affect

Question 9

When Reginald calls his favorite customer late in the evening,the customer invites him to a café near his office.Although the customer seems tired,he sits back with his hands and legs uncrossed during their meeting.In this scenario,Reginald can interpret his customer's nonverbal communication signal as:

Accepted Answer

A)  that of exhaustion. 
B)  positive. 
C)  that of boredom. 
D)  indifferent. 
E)  none of these. 
A)  that of exhaustion. 
B)  positive. 
C)  that of boredom. 
D)  indifferent. 
E)  none of these.

Question 10

Mirroring is an act of practicing one's own nonverbal signals in front of a mirror.

Accepted Answer

A) True 
 B)False

Question 11

During a sales presentation,if the customer's eyes are positioned to the left,it suggests that the customer is considering the logic and facts in the presentation.

Accepted Answer

A) True 
 B)False

Question 12

The physical space between two people who are interacting can be divided into four distance zones.The zone reserved primarily for a person's closest relationships is called the _____.

Accepted Answer

A)  social zone 
B)  personal zone 
C)  public zone 
D)  receptive zone 
E)  intimate zone 
A)  social zone 
B)  personal zone 
C)  public zone 
D)  receptive zone 
E)  intimate zone

Question 13

In the context of response time,which of the following statements is true about the various methods of salesperson communications?

Accepted Answer

A)  E-mail has a fast response time. 
B)  Both telephone and face-to-face communications have a fast response time. 
C)  Response time does not determine the effectiveness of communication. 
D)  A hand-written letter has a faster response time than telephone communication. 
E)  Response time is unaffected by nonverbal communications. 
A)  E-mail has a fast response time. 
B)  Both telephone and face-to-face communications have a fast response time. 
C)  Response time does not determine the effectiveness of communication. 
D)  A hand-written letter has a faster response time than telephone communication. 
E)  Response time is unaffected by nonverbal communications.

Question 14

When sending messages with nonverbal communication,nothing creates a rapport like _____.

Accepted Answer

A)  a smile that appears natural and comfortable 
B)  direct eye contact 
C)  a firm and overpowering handshake 
D)  proper attire and grooming 
E)  a socially acceptable warm hug 
A)  a smile that appears natural and comfortable 
B)  direct eye contact 
C)  a firm and overpowering handshake 
D)  proper attire and grooming 
E)  a socially acceptable warm hug

Question 15

Andrea works as a technical assistant for a software company.During a customer call,she asks her customer,"What is it that the new software fails to do?" In this scenario,Andrea is practicing the active listening skill of:

Accepted Answer

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 complete understanding of what the customer is trying to communicate. 
D)  tolerating silence to give the customer time to think. 
E)  none of these. 
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 complete understanding of what the customer is trying to communicate. 
D)  tolerating silence to give the customer time to think. 
E)  none of these.

Question 16

During a sales presentation,the salesperson,Ursula,is unable to understand what her customer means by his last statement.What should she do to verify her customer's intent?

Accepted Answer

A)  Restart her presentation 
B)  Quickly move to a trial close 
C)  Restate the customer's comment 
D)  Call her sales manager 
E)  All of these 
A)  Restart her presentation 
B)  Quickly move to a trial close 
C)  Restate the customer's comment 
D)  Call her sales manager 
E)  All of these

Question 17

At critical spots in a sales presentation,the salesperson should present his or her mentally prepared summary.

Accepted Answer

A) True 
 B)False

Question 18

Tayler pays careful attention to what her client Jack says and sorts out important facts from irrelevant ones.While maintaining eye contact and nodding her head at appropriate intervals,she communicates that she is interested in and understands what is being said.In this scenario,Tayler is engaged in:

Accepted Answer

A)  focused learning. 
B)  a presentation protocol. 
C)  active listening. 
D)  dynamic hearing. 
E)  passive listening. 
A)  focused learning. 
B)  a presentation protocol. 
C)  active listening. 
D)  dynamic hearing. 
E)  passive listening.

Question 19

Describe a word picture.

Accepted Answer

A word picture is a graphic or vivid sto

Question 20

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

Accepted Answer

Body language,space,and appear

Which of the following would be the WORST advice for Timothy,a salesperson,at an office supplies store?

In the context of e-mail and text message communication,it is advisable to avoid using white spaces and in-line subheads in an e-mail because it hinders readability.

According to the communication process,when a salesperson develops a sales presentation,he or she is actively involved in:

The muscles around the eyes reveal whether a smile is real or polite.

In the context of using proper techniques and etiquette when leaving voice mail messages,a little casual conversation up front is acceptable.

In the context of evaluating thought process through customers' eye position during a sales presentation,eyes focused straight ahead mean that a customer is:

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

In the context of voice characteristics,explain how a salesperson's delivery of words affects how the customer will understand and evaluate his or her presentation.

Mirroring is an act of practicing one's own nonverbal signals in front of a mirror.

During a sales presentation,if the customer's eyes are positioned to the left,it suggests that the customer is considering the logic and facts in the presentation.

The physical space between two people who are interacting can be divided into four distance zones.The zone reserved primarily for a person's closest relationships is called the _____.

In the context of response time,which of the following statements is true about the various methods of salesperson communications?

When sending messages with nonverbal communication,nothing creates a rapport like _____.

Andrea works as a technical assistant for a software company.During a customer call,she asks her customer,"What is it that the new software fails to do?" In this scenario,Andrea is practicing the active listening skill of:

During a sales presentation,the salesperson,Ursula,is unable to understand what her customer means by his last statement.What should she do to verify her customer's intent?

At critical spots in a sales presentation,the salesperson should present his or her mentally prepared summary.

Describe a word picture.

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

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

Which of the following would be the WORST advice for Timothy,a salesperson,at an office supplies store?

In the context of e-mail and text message communication,it is advisable to avoid using white spaces and in-line subheads in an e-mail because it hinders readability.

According to the communication process,when a salesperson develops a sales presentation,he or she is actively involved in:

The muscles around the eyes reveal whether a smile is real or polite.

In the context of using proper techniques and etiquette when leaving voice mail messages,a little casual conversation up front is acceptable.

In the context of evaluating thought process through customers' eye position during a sales presentation,eyes focused straight ahead mean that a customer is:

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

In the context of voice characteristics,explain how a salesperson's delivery of words affects how the customer will understand and evaluate his or her presentation.

Mirroring is an act of practicing one's own nonverbal signals in front of a mirror.

During a sales presentation,if the customer's eyes are positioned to the left,it suggests that the customer is considering the logic and facts in the presentation.

The physical space between two people who are interacting can be divided into four distance zones.The zone reserved primarily for a person's closest relationships is called the _____.

In the context of response time,which of the following statements is true about the various methods of salesperson communications?

When sending messages with nonverbal communication,nothing creates a rapport like _____.

Andrea works as a technical assistant for a software company.During a customer call,she asks her customer,"What is it that the new software fails to do?" In this scenario,Andrea is practicing the active listening skill of:

During a sales presentation,the salesperson,Ursula,is unable to understand what her customer means by his last statement.What should she do to verify her customer's intent?

At critical spots in a sales presentation,the salesperson should present his or her mentally prepared summary.

Describe a word picture.

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

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