Exam 4: Using Communication Principles to Build Relationships

In the context of nonverbal communication,side-to-side movements indicate a positive outlook,whereas back-and-forth motions suggest insecurity and doubt.

Which of the following statements about body language is true?

Explain the four distance zones people use when interacting in business and social situations.

In the context of e-mail and text message communication,salespeople are discouraged from delivering bad news via e-mails or texts.

One way to illustrate _____ is to say that Ned can speak at a rate of around 120 to 160 words per minute,but he can listen to more than 800 words per minute.

Which of the following is a form of nonverbal communication?

How should professional salespeople dress? Explain your answer.

During face-to-face communication,voice characteristics account for 90 percent of the message received.

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

In the context of using proper techniques and etiquette when leaving voice mail messages,callers should _____.

During a sale presentation,Michael,the salesperson,notices that his prospect begins to move back and forth.In this scenario,the prospect's body language most likely indicates _____.

During a sales presentation,the salesperson,Clara,listens to her customer rather than describing her product to the customer.She nods her head and uses verbal cues such as "I see," "Uh-huh," and "That's interesting" to encourage the conversation.In this scenario,Clara is:

In the context of the four distance zones people use when interacting in business and social situations,the intimate zone is reserved for a salesperson's supervisor.

In the context of eye contact,identify a true statement about adjusting for cultural differences during international selling.

In the context of sending messages with nonverbal communication,identify a true statement about shaking hands.

While describing a complex machine to a customer,Tiana notices that the customer looks puzzled.She asks the customer what part of the presentation needs further explanation.The customer replies,"I would like to know more about how can the machine help me save on electricity bills." Tiana then provides the requested details.This scenario best illustrates two-way communication.

Active listening is as important when conversing over the phone as when conversing in person.

Which of the following is a suggestion for active listening?

What is the speaking-listening differential?

During a sales presentation,a contemplative posture is considered a negative nonverbal signal.