Question 1

What is decoding?

Accepted Answer

Decoding involves in

Question 2

When communicating via technology,explain how salespeople can use the telephone correctly and effectively.

Accepted Answer

Salespeople need to use the phone correc

Question 3

Hand gestures presented at about the height of a salesperson's navel help the salesperson come across as truthful.

Accepted Answer

A) True 
 B)False

Question 4

During a sales presentation,Teresa notices that her customer shifts position in his chair.In this scenario,which of the following can Teresa conclude about her customer?

Accepted Answer

A)  The customer wants her to end the presentation. 
B)  The customer wants to place an order. 
C)  The customer strongly agrees with what she has said. 
D)  The customer strongly disagrees with what she has said. 
E)  All of these 
A)  The customer wants her to end the presentation. 
B)  The customer wants to place an order. 
C)  The customer strongly agrees with what she has said. 
D)  The customer strongly disagrees with what she has said. 
E)  All of these

Question 5

Betty,a salesperson,presents her company's new luxury car to customers.During the presentation,she notices that some of the company's important customers are blinking rapidly,almost at a rate of 50-60 blinks per minute (bmp).In this scenario,Betty should be:

Accepted Answer

A)  excited because it suggests that the customers are highly interested. 
B)  concerned because it indicates high stress levels. 
C)  relaxed because it indicates that the customers are ready to close the deal. 
D)  agitated because it suggests coldness and dislike. 
E)  entertaining because her customers are getting bored. 
A)  excited because it suggests that the customers are highly interested. 
B)  concerned because it indicates high stress levels. 
C)  relaxed because it indicates that the customers are ready to close the deal. 
D)  agitated because it suggests coldness and dislike. 
E)  entertaining because her customers are getting bored.

Question 6

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

Accepted Answer

A) True 
 B)False

Question 7

Tara,a 50-year-old retired professor,wants to sell the fruits and vegetables produced in her organic farm.Her daughter advises her to use social media for selling them online.In this scenario,which of the following should be Tara's first step to ensure an effective sale?

Accepted Answer

A)  She should become a member of organic farming communities. 
B)  She should first create her account and profile on all social media platforms. 
C)  She should identify where her target market is best represented and start there. 
D)  She should give the elevator pitch by posting a common message on relevant networks. 
E)  She should like,follow,and connect with potential profiles to generate leads. 
A)  She should become a member of organic farming communities. 
B)  She should first create her account and profile on all social media platforms. 
C)  She should identify where her target market is best represented and start there. 
D)  She should give the elevator pitch by posting a common message on relevant networks. 
E)  She should like,follow,and connect with potential profiles to generate leads.

Question 8

Which of the following patterns of signals most likely indicates that the customer is reacting positively to a salesperson's presentation?

Accepted Answer

A)  Crossed arms or legs 
B)  Little change in facial expression 
C)  An overly erect posture 
D)  Intense eye contact 
E)  Leaning forward 
A)  Crossed arms or legs 
B)  Little change in facial expression 
C)  An overly erect posture 
D)  Intense eye contact 
E)  Leaning forward

Question 9

How does noise inhibit communication,and how can salespeople overcome it?

Accepted Answer

Noises are sounds unrelated to messages

Question 10

Clara meets her client Jonathon for a business presentation at a café suggested by him.As soon as their meeting begins,the café gets very crowded and noisy.They are unable to concentrate on their discussion.Which of the following should Clara do in order to prevent a communication breakdown with her client?

Accepted Answer

A)  Continue with the presentation at the café as it has been suggested by her client 
B)  Suggest that they move to a quieter place 
C)  Speak loudly so that her voice can be heard 
D)  Focus on the use of nonverbal communication to make her presentation 
E)  None of these 
A)  Continue with the presentation at the café as it has been suggested by her client 
B)  Suggest that they move to a quieter place 
C)  Speak loudly so that her voice can be heard 
D)  Focus on the use of nonverbal communication to make her presentation 
E)  None of these

Question 11

Describe the two-way flow of information.What causes communication breakdowns?

Accepted Answer

The two-way communication process begins

Question 12

In the context of using proper techniques and etiquette when leaving voice mail messages,one should avoid asking for a callback.

Accepted Answer

A) True 
 B)False

Question 13

In the context of nonverbal messages,identify a true statement about cultural differences.

Accepted Answer

A)  The thumbs-up gesture is acceptable in the Middle East. 
B)  In Japan the OK sign made by holding the thumb and forefinger in a circle symbolizes money. 
C)  Crossing one's feet and showing the bottoms of one's shoes are a sign of confidence in Japan. 
D)  In the United States,the absence of eye contact is considered a sign of deal closure. 
E)  In the Middle East,crossed arms and legs are considered positive nonverbal signals. 
A)  The thumbs-up gesture is acceptable in the Middle East. 
B)  In Japan the OK sign made by holding the thumb and forefinger in a circle symbolizes money. 
C)  Crossing one's feet and showing the bottoms of one's shoes are a sign of confidence in Japan. 
D)  In the United States,the absence of eye contact is considered a sign of deal closure. 
E)  In the Middle East,crossed arms and legs are considered positive nonverbal signals.

Question 14

During a sales interaction,the salesperson should verify the information he or she is collecting from the customer,and a useful way to do this is to repeat-word for word-what has been said.

Accepted Answer

A) True 
 B)False

Question 15

People who use English in international selling should:

Accepted Answer

A)  use short phrases rather than complete sentences. 
B)  use extraordinary English words to leave a lasting impression. 
C)  use action-general verbs rather than action-specific verbs. 
D)  speak loudly for emphasis. 
E)  slow down when speaking. 
A)  use short phrases rather than complete sentences. 
B)  use extraordinary English words to leave a lasting impression. 
C)  use action-general verbs rather than action-specific verbs. 
D)  speak loudly for emphasis. 
E)  slow down when speaking.

Question 16

Which of the following is a valid suggestion for salespeople with regard to e-mail and text message communication?

Accepted Answer

A)  Avoid any important message in the first few lines of an e-mail because receivers usually skip this part. 
B)  When receiving an important e-mail,avoid responding quickly. 
C)  White space in an e-mail is a good idea,as it can make reading the e-mail easier. 
D)  Delivering bad news via e-mail or texts is better than meeting face to face to discuss the issue. 
E)  Responding to an e-mail or text in an emotional state of mind helps build strong personal relationships. 
A)  Avoid any important message in the first few lines of an e-mail because receivers usually skip this part. 
B)  When receiving an important e-mail,avoid responding quickly. 
C)  White space in an e-mail is a good idea,as it can make reading the e-mail easier. 
D)  Delivering bad news via e-mail or texts is better than meeting face to face to discuss the issue. 
E)  Responding to an e-mail or text in an emotional state of mind helps build strong personal relationships.

Question 17

Which of the following statements about appearance as a nonverbal communicator is true?

Accepted Answer

A)  A salesperson should always wear professional attire. 
B)  It is much better to underdress than to overdress. 
C)  A salesperson's appearance is certainly impacted by the customers' industry. 
D)  In today's business world,ties are an unnecessary botheration and do nothing to add to a salesperson's potential for success. 
E)  Successful salespeople always wear fashionable clothes. 
A)  A salesperson should always wear professional attire. 
B)  It is much better to underdress than to overdress. 
C)  A salesperson's appearance is certainly impacted by the customers' industry. 
D)  In today's business world,ties are an unnecessary botheration and do nothing to add to a salesperson's potential for success. 
E)  Successful salespeople always wear fashionable clothes.

Question 18

In the context of appearance,an old rule is to dress one level below your position.

Accepted Answer

A) True 
 B)False

Question 19

Jennifer,a salesperson,meets her customer for the first time.In this scenario,Jennifer should begin interactions at the _____.

Accepted Answer

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

Question 20

In terms of touching,buyers fall into two touching groups: contact and noncontact.Noncontact people view contact people as:

Accepted Answer

A)  cold. 
B)  obtrusive. 
C)  impersonal. 
D)  glacial. 
E)  unfriendly. 
A)  cold. 
B)  obtrusive. 
C)  impersonal. 
D)  glacial. 
E)  unfriendly.

What is decoding?

When communicating via technology,explain how salespeople can use the telephone correctly and effectively.

Hand gestures presented at about the height of a salesperson's navel help the salesperson come across as truthful.

During a sales presentation,Teresa notices that her customer shifts position in his chair.In this scenario,which of the following can Teresa conclude about her customer?

Betty,a salesperson,presents her company's new luxury car to customers.During the presentation,she notices that some of the company's important customers are blinking rapidly,almost at a rate of 50-60 blinks per minute (bmp).In this scenario,Betty should be:

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

Tara,a 50-year-old retired professor,wants to sell the fruits and vegetables produced in her organic farm.Her daughter advises her to use social media for selling them online.In this scenario,which of the following should be Tara's first step to ensure an effective sale?

Which of the following patterns of signals most likely indicates that the customer is reacting positively to a salesperson's presentation?

How does noise inhibit communication,and how can salespeople overcome it?

Describe the two-way flow of information.What causes communication breakdowns?

In the context of using proper techniques and etiquette when leaving voice mail messages,one should avoid asking for a callback.

In the context of nonverbal messages,identify a true statement about cultural differences.

During a sales interaction,the salesperson should verify the information he or she is collecting from the customer,and a useful way to do this is to repeat-word for word-what has been said.

People who use English in international selling should:

Which of the following is a valid suggestion for salespeople with regard to e-mail and text message communication?

Which of the following statements about appearance as a nonverbal communicator is true?

In the context of appearance,an old rule is to dress one level below your position.

Jennifer,a salesperson,meets her customer for the first time.In this scenario,Jennifer should begin interactions at the _____.

In terms of touching,buyers fall into two touching groups: contact and noncontact.Noncontact people view contact people as:

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

What is decoding?

When communicating via technology,explain how salespeople can use the telephone correctly and effectively.

Hand gestures presented at about the height of a salesperson's navel help the salesperson come across as truthful.

During a sales presentation,Teresa notices that her customer shifts position in his chair.In this scenario,which of the following can Teresa conclude about her customer?

Betty,a salesperson,presents her company's new luxury car to customers.During the presentation,she notices that some of the company's important customers are blinking rapidly,almost at a rate of 50-60 blinks per minute (bmp).In this scenario,Betty should be:

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

Tara,a 50-year-old retired professor,wants to sell the fruits and vegetables produced in her organic farm.Her daughter advises her to use social media for selling them online.In this scenario,which of the following should be Tara's first step to ensure an effective sale?

Which of the following patterns of signals most likely indicates that the customer is reacting positively to a salesperson's presentation?

How does noise inhibit communication,and how can salespeople overcome it?

Describe the two-way flow of information.What causes communication breakdowns?

In the context of using proper techniques and etiquette when leaving voice mail messages,one should avoid asking for a callback.

In the context of nonverbal messages,identify a true statement about cultural differences.

During a sales interaction,the salesperson should verify the information he or she is collecting from the customer,and a useful way to do this is to repeat-word for word-what has been said.

People who use English in international selling should:

Which of the following is a valid suggestion for salespeople with regard to e-mail and text message communication?

Which of the following statements about appearance as a nonverbal communicator is true?

In the context of appearance,an old rule is to dress one level below your position.

Jennifer,a salesperson,meets her customer for the first time.In this scenario,Jennifer should begin interactions at the _____.

In terms of touching,buyers fall into two touching groups: contact and noncontact.Noncontact people view contact people as:

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