Question 1

Shaking hands should:

Accepted Answer

A)  be the prospect's choice 
B)  be the first thing a salesperson does 
C)  only happen the first time a salesperson meets a prospect 
D)  always take place with the prospect seated 
E)  All of the above 
A)  be the prospect's choice 
B)  be the first thing a salesperson does 
C)  only happen the first time a salesperson meets a prospect 
D)  always take place with the prospect seated 
E)  All of the above A

Question 2

The salesperson notices the customer's face shows a puzzled look and asks what needs clarification. The customer replies, "I'd like to know more about how you calculated the estimated cost to use this machine." The salesperson then provides the details. This scenario illustrates two-way communication.

Accepted Answer

A) True 
 B)False  True

Question 3

To make the point that communications need to be appropriate to the audience receiving them, Kathy showed a group of reading teachers the molecular formula for compounds produced by PKC Pharmaceutical companies. Even though the information was in English, the teachers did not have a clue what it was about. Kathy was using:

Accepted Answer

A)  an analogy 
B)  an 80-20 rule diagram 
C)  public zone, personal zone differentials 
D)  nonverbal communication 
E)  high-inflection culture content 
A)  an analogy 
B)  an 80-20 rule diagram 
C)  public zone, personal zone differentials 
D)  nonverbal communication 
E)  high-inflection culture content A

Question 4

To develop a good understanding of each other's needs, sellers must effectively communicate with the buyer and who need to actively listen to the seller.

Accepted Answer

A) True 
 B)False

Question 5

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

Accepted Answer

A)  social 
B)  personal 
C)  public 
D)  business 
E)  intimate 
A)  social 
B)  personal 
C)  public 
D)  business 
E)  intimate

Question 6

For a salesperson selling personal computers, what are HTTP, megabytes, and thumb drives?

Accepted Answer

The answer of For a salesperson selling personal computers, what...

Question 7

Jennifer walks in to her customer's office and immediately the customer begins talking about his problems both at work and at home. Jennifer had a sales presentation prepared for the customer but, instead quietly listens, asking questions where appropriate and offering support when appropriate. Jennifer is practicing the:

Accepted Answer

A)  paraphrasing what a prospect says mirroring technique 
B)  active listening. 
C)  body language agreement method 
D)  tolerating silence presentation format 
E)  low-context, high-context differential 
A)  paraphrasing what a prospect says mirroring technique 
B)  active listening. 
C)  body language agreement method 
D)  tolerating silence presentation format 
E)  low-context, high-context differential

Question 8

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Accepted Answer

The salesperson was

Question 9

Briefly describe the communications process in a low-context culture.

Accepted Answer

Words carry most of

Question 10

In which of the four distance zones, do most business transactions occur?

Accepted Answer

The answer of In which of the four distance zones,...

Question 11

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

Accepted Answer

Without two-way communication, salespeop

Question 12

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Accepted Answer

A)  listening model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  speaking-listening differential 
E)  word picture-loudness zone 
A)  listening model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  speaking-listening differential 
E)  word picture-loudness zone

Question 13

Which of the following statements about active listening is FALSE?

Accepted Answer

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

Question 14

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Accepted Answer

A)  focused learning 
B)  presentation protocol 
C)  active listening 
D)  dynamic hearing 
E)  all of the above 
A)  focused learning 
B)  presentation protocol 
C)  active listening 
D)  dynamic hearing 
E)  all of the above

Question 15

Virginia just saw Carl, with whom she attended high school 15 years ago, driving near her in rush hour traffic so she honks her horn and waves to say "hello." Carl, who does not recognize Virginia, thinks this stranger is giving him a hard time about a lane change he just made. Obviously, there is a problem in the way Carl is _____ the message.

Accepted Answer

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

Question 16

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.

Accepted Answer

A)  start her presentation over from the beginning 
B)  quickly move to a trial close 
C)  restate the customer's comment 
D)  call her sales manager 
E)  all of the above 
A)  start her presentation over from the beginning 
B)  quickly move to a trial close 
C)  restate the customer's comment 
D)  call her sales manager 
E)  all of the above

Question 17

Most sales transactions take place in the personal zone.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?

Accepted Answer

A)  Pointing a finger at the prospect should be avoided. 
B)  Do not expose your palm 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'll appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to cut their comments short. 
E)  Each of the above statements is good advice for salespeople who want to use proper hand gestures. 
A)  Pointing a finger at the prospect should be avoided. 
B)  Do not expose your palm 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'll appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to cut their comments short. 
E)  Each of the above statements is good advice for salespeople who want to use proper hand gestures.

Question 19

What is the speaking-listening differential?

Accepted Answer

People can hear five

Question 20

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

Accepted Answer

A) True 
 B)False

Shaking hands should:

To develop a good understanding of each other's needs, sellers must effectively communicate with the buyer and who need to actively listen to the seller.

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

For a salesperson selling personal computers, what are HTTP, megabytes, and thumb drives?

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Briefly describe the communications process in a low-context culture.

In which of the four distance zones, do most business transactions occur?

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Which of the following statements about active listening is FALSE?

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.

Most sales transactions take place in the personal zone.

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?

What is the speaking-listening differential?

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

Selling and Salespeople

Building Partnering Relationships

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 Negotiation

After the Sale: Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 5: Using Communication Principles to Build Relationships

Shaking hands should:

To develop a good understanding of each other's needs, sellers must effectively communicate with the buyer and who need to actively listen to the seller.

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

For a salesperson selling personal computers, what are HTTP, megabytes, and thumb drives?

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Briefly describe the communications process in a low-context culture.

In which of the four distance zones, do most business transactions occur?

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Which of the following statements about active listening is FALSE?

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.

Most sales transactions take place in the personal zone.

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?

What is the speaking-listening differential?

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

Selling and Salespeople

Building Partnering Relationships

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 Negotiation

After the Sale: Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters