Question 1

Discuss how international salespeople adjust for cultural differences.

Accepted Answer

Communication in international selling o

Question 2

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

Accepted Answer

A) True 
 B)False

Question 3

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following problems is associated with the speaking-listening differential?

Accepted Answer

A)  The quality of a salesperson's handshake becomes highly important. 
B)  Customers are more likely to accuse salespeople of backdoor selling. 
C)  Buying centers are more likely to have multiple gatekeepers. 
D)  Salespeople often become lazy listeners. 
E)  Salespeople have trouble making appointments with prospects. 
A)  The quality of a salesperson's handshake becomes highly important. 
B)  Customers are more likely to accuse salespeople of backdoor selling. 
C)  Buying centers are more likely to have multiple gatekeepers. 
D)  Salespeople often become lazy listeners. 
E)  Salespeople have trouble making appointments with prospects.

Question 5

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Accepted Answer

A) True 
 B)False

Question 6

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

Accepted Answer

A) True 
 B)False

Question 7

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Accepted Answer

A)  help in the production of recognizable sounds. 
B)  avoid uncertainty in thoughts. 
C)  help buyers visualize a point. 
D)  avoid monotony. 
E)  establish their expertise in selling. 
A)  help in the production of recognizable sounds. 
B)  avoid uncertainty in thoughts. 
C)  help buyers visualize a point. 
D)  avoid monotony. 
E)  establish their expertise in selling.

Question 8

Feedback in sales communication can be either verbal or nonverbal.

Accepted Answer

A) True 
 B)False

Question 9

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Accepted Answer

A)  controlling 
B)  suppressing 
C)  sending 
D)  decoding 
E)  verbalizing 
A)  controlling 
B)  suppressing 
C)  sending 
D)  decoding 
E)  verbalizing

Question 10

Describe active listening.

Accepted Answer

Active listening is one of the three lev

Question 11

Which of the following is a suggestion for active listening?

Accepted Answer

A)  To avoid repeating information 
B)  To avoid summarizing information already provided 
C)  To refrain from embarrassing a customer by rephrasing his or her comments 
D)  To discourage any moment of silence during a sales pitch 
E)  None of these 
A)  To avoid repeating information 
B)  To avoid summarizing information already provided 
C)  To refrain from embarrassing a customer by rephrasing his or her comments 
D)  To discourage any moment of silence during a sales pitch 
E)  None of these

Question 12

The translation of thoughts into words is called _____.

Accepted Answer

A)  decoding 
B)  interpreting 
C)  encoding 
D)  deciphering 
E)  evaluating 
A)  decoding 
B)  interpreting 
C)  encoding 
D)  deciphering 
E)  evaluating

Question 13

Which of the following statements about active listening is FALSE?

Accepted Answer

A)  Paraphrasing what a prospect says is fine;never repeat things word for word. 
B)  The salesperson should listen to a customer's words from the customer's point of view. 
C)  Additional questions can give the salesperson a better understanding of what a prospect is trying to communicate. 
D)  Tolerating silence gives a customer time to think. 
E)  Summarizing provides both the salesperson and a customer with an overview of what has been said. 
A)  Paraphrasing what a prospect says is fine;never repeat things word for word. 
B)  The salesperson should listen to a customer's words from the customer's point of view. 
C)  Additional questions can give the salesperson a better understanding of what a prospect is trying to communicate. 
D)  Tolerating silence gives a customer time to think. 
E)  Summarizing provides both the salesperson and a customer with an overview of what has been said.

Question 14

In the context of communication,define noise.

Accepted Answer

Noises are sounds unrelated to

Question 15

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

Accepted Answer

A) True 
 B)False

Question 16

As soon as Jennifer entered her customer's office,the customer started talking about his problems both at work and at home.Jennifer had planned to discuss the benefits of her company's newly launched product during this meeting.However,she listened quietly,asked questions where appropriate,and offered support when required.In this scenario,Jennifer is mostly likely practicing:

Accepted Answer

A)  the art of paraphrasing the customer. 
B)  active listening. 
C)  the body language agreement method. 
D)  the tolerating silence presentation format. 
E)  the art of nonverbal communication. 
A)  the art of paraphrasing the customer. 
B)  active listening. 
C)  the body language agreement method. 
D)  the tolerating silence presentation format. 
E)  the art of nonverbal communication.

Question 17

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Accepted Answer

A)  bargaining effectively 
B)  waiting for a salesperson to begin the presentation 
C)  closing a deal successfully 
D)  delaying a decision 
E)  necessarily taking action within 24 hours 
A)  bargaining effectively 
B)  waiting for a salesperson to begin the presentation 
C)  closing a deal successfully 
D)  delaying a decision 
E)  necessarily taking action within 24 hours

Question 18

Salespeople can collect information by observing their customers' body language.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is an accurate statement about nonverbal communication?

Accepted Answer

A)  Hand gestures at chest level suggest that a salesperson is passionate about a topic. 
B)  Slicing hand movements can be used liberally during presentations. 
C)  By exposing the palm of the hand,a salesperson indicates closeness and rigidity. 
D)  An overly erect posture gives an impression of openness and receptivity. 
E)  Staring at a wall during presentations indicates sincerity,credibility,and trustworthiness. 
A)  Hand gestures at chest level suggest that a salesperson is passionate about a topic. 
B)  Slicing hand movements can be used liberally during presentations. 
C)  By exposing the palm of the hand,a salesperson indicates closeness and rigidity. 
D)  An overly erect posture gives an impression of openness and receptivity. 
E)  Staring at a wall during presentations indicates sincerity,credibility,and trustworthiness.

Question 20

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

Accepted Answer

A) True 
 B)False

Discuss how international salespeople adjust for cultural differences.

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Which of the following problems is associated with the speaking-listening differential?

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Feedback in sales communication can be either verbal or nonverbal.

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Describe active listening.

Which of the following is a suggestion for active listening?

The translation of thoughts into words is called _____.

Which of the following statements about active listening is FALSE?

In the context of communication,define noise.

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Salespeople can collect information by observing their customers' body language.

Which of the following is an accurate statement about nonverbal communication?

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

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

Discuss how international salespeople adjust for cultural differences.

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Which of the following problems is associated with the speaking-listening differential?

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Feedback in sales communication can be either verbal or nonverbal.

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Describe active listening.

Which of the following is a suggestion for active listening?

The translation of thoughts into words is called _____.

Which of the following statements about active listening is FALSE?

In the context of communication,define noise.

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Salespeople can collect information by observing their customers' body language.

Which of the following is an accurate statement about nonverbal communication?

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

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