Question 1

Which of the following statements about response time is true?

Accepted Answer

A)  Response time is the time between when the salesperson sends a message and the prospect responds to it. 
B)  E-mail messages have a greater degree of interactivity and thus greater effectiveness than telephone conversations. 
C)  Due to response time, a salesperson should use e-mail rather than telephone communications when given a choice. 
D)  Because of nonverbal communications, face-to-face communications have the lowest response time of all communications methods. 
E)  Response time is the time when the prospect is most receptive of the sales message due to the absence of noise. 
A)  Response time is the time between when the salesperson sends a message and the prospect responds to it. 
B)  E-mail messages have a greater degree of interactivity and thus greater effectiveness than telephone conversations. 
C)  Due to response time, a salesperson should use e-mail rather than telephone communications when given a choice. 
D)  Because of nonverbal communications, face-to-face communications have the lowest response time of all communications methods. 
E)  Response time is the time when the prospect is most receptive of the sales message due to the absence of noise.

Question 2

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Accepted Answer

A)  is ready to end the interview 
B)  wants to place an order 
C)  strongly agrees with what she has said 
D)  strongly disagrees with what she has said 
E)  any of the above 
A)  is ready to end the interview 
B)  wants to place an order 
C)  strongly agrees with what she has said 
D)  strongly disagrees with what she has said 
E)  any of the above

Question 3

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:

Accepted Answer

A)  the prospect is ready to end the interview 
B)  the prospect wants to place an order 
C)  the prospect strongly agrees with what she has said 
D)  different things in different cultures 
E)  the prospect strongly disagrees with what has been said 
A)  the prospect is ready to end the interview 
B)  the prospect wants to place an order 
C)  the prospect strongly agrees with what she has said 
D)  different things in different cultures 
E)  the prospect strongly disagrees with what has been said

Question 4

The salesperson says, "For the money, you will find no better water reclamation system anywhere!" The customer thinks the salesperson has just told him that his product is cheaply made and only fairly successful at cleaning the water so it can be reused. Part of the miscommunication was caused by the customer's secretary who came in during the presentation and asked the customer to sign a letter. In terms of the communication process, the salesperson was _____, the customer was ______, and the secretary created _____.

Accepted Answer

A)  decoding; encoding; feedback 
B)  decoding; creating feedback; noise 
C)  encoding; decoding; feedback 
D)  encoding; decoding; noise 
E)  decoding; encoding; noise 
A)  decoding; encoding; feedback 
B)  decoding; creating feedback; noise 
C)  encoding; decoding; feedback 
D)  encoding; decoding; noise 
E)  decoding; encoding; noise

Question 5

Which of the following body language signals is most positive?

Accepted Answer

A)  Prospect has arms and legs uncrossed 
B)  Prospect is leaning away from the salesperson. 
C)  Prospect's left hand is clenched in a fist. 
D)  Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E)  Prospect is fidgeting 
A)  Prospect has arms and legs uncrossed 
B)  Prospect is leaning away from the salesperson. 
C)  Prospect's left hand is clenched in a fist. 
D)  Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E)  Prospect is fidgeting

Question 6

What voice characteristics would affect the selling ability of a salesperson?

Accepted Answer

Voice characteristic

Question 7

When salespeople communicate in a high-technology environment, they should:

Accepted Answer

A)  always deliver bad news via e-mail 
B)  send daily e-mails to each customer 
C)  use their own style and not try to mimic the style of their customers 
D)  use e-mail to send duplicate messages to all customers 
E)  not do any of the above 
A)  always deliver bad news via e-mail 
B)  send daily e-mails to each customer 
C)  use their own style and not try to mimic the style of their customers 
D)  use e-mail to send duplicate messages to all customers 
E)  not do any of the above

Question 8

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

Accepted Answer

A)  leaning backwards 
B)  lack of eye contact 
C)  furrowed brow and pursed lips 
D)  playing with items on the table or desk 
E)  all of the above 
A)  leaning backwards 
B)  lack of eye contact 
C)  furrowed brow and pursed lips 
D)  playing with items on the table or desk 
E)  all of the above

Question 9

Which of the following statements about body language is true?

Accepted Answer

A)  Only one's voice characteristics carry more of the communication exchange than body language. 
B)  Customers may look away from the salesperson while they actively consider information in the sales presentation. 
C)  Hand gestures have the same meanings in all cultures. 
D)  A person rocking from side-to-side is conveying a positive outlook. 
E)  Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process. 
A)  Only one's voice characteristics carry more of the communication exchange than body language. 
B)  Customers may look away from the salesperson while they actively consider information in the sales presentation. 
C)  Hand gestures have the same meanings in all cultures. 
D)  A person rocking from side-to-side is conveying a positive outlook. 
E)  Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Question 10

One way to define the speaking-listening differential is to say:

Accepted Answer

A)  active listening makes better speakers 
B)  customers can listen to words at a rate more than five times as fast as the rate at which the salesperson can speak 
C)  lose lips sink ships 
D)  speaking divided by listening equals communication 
E)  articulation equals listening divided by speech rate 
A)  active listening makes better speakers 
B)  customers can listen to words at a rate more than five times as fast as the rate at which the salesperson can speak 
C)  lose lips sink ships 
D)  speaking divided by listening equals communication 
E)  articulation equals listening divided by speech rate

Question 11

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

Accepted Answer

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

Question 12

When salespeople communicate in a high-technology environment, they should:

Accepted Answer

A)  never deliver bad news via e-mail 
B)  avoid "techno-overkill" 
C)  make sure the communication is meaningful 
D)  customize their messages 
E)  do all of the above 
A)  never deliver bad news via e-mail 
B)  avoid "techno-overkill" 
C)  make sure the communication is meaningful 
D)  customize their messages 
E)  do all of the above

Question 13

When making her sales presentation to an important customer, Sarah is frequented interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

Accepted Answer

A) True 
 B)False

Question 14

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.

Accepted Answer

A)  active listening 
B)  speaking-listening differential 
C)  lazy tongue syndrome 
D)  the need for indirect questioning 
E)  the need for open-ended questions 
A)  active listening 
B)  speaking-listening differential 
C)  lazy tongue syndrome 
D)  the need for indirect questioning 
E)  the need for open-ended questions

Question 15

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

Accepted Answer

A)  to buy time, so he could determine how to deal with a customer objection 
B)  to provide feedback to the customer 
C)  to avoid having any lulls in the conversation 
D)  to verify that he decoded the customer's message correctly 
E)  to summarize the customer's concerns 
A)  to buy time, so he could determine how to deal with a customer objection 
B)  to provide feedback to the customer 
C)  to avoid having any lulls in the conversation 
D)  to verify that he decoded the customer's message correctly 
E)  to summarize the customer's concerns

Question 16

What are the three forms of nonverbal expression? What do experts say about the importance of nonverbal behavior?

Accepted Answer

The three forms of nonverbal e

Question 17

When adjusting sales presentations for international audiences, salespeople should recognize:

Accepted Answer

A)  in low-context cultures the background and reputation of the salesperson is especially important 
B)  in high-context cultures the words communicated are especially important 
C)  in low-context cultures gestures and nonverbal communications are most important 
D)  in low-context cultures words carry most of the information in communication 
E)  all of the above are concerns in international sales 
A)  in low-context cultures the background and reputation of the salesperson is especially important 
B)  in high-context cultures the words communicated are especially important 
C)  in low-context cultures gestures and nonverbal communications are most important 
D)  in low-context cultures words carry most of the information in communication 
E)  all of the above are concerns in international sales

Question 18

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Accepted Answer

The answer of In terms of the communication process, what...

Question 19

Which of the following is a suggestion for active listening?

Accepted Answer

A)  Avoid repeating the same information. 
B)  Never summarize information already provided. 
C)  Do not embarrass the customer by rephrasing his or her comments. 
D)  Do not allow any moments of silence during the sales pitch. 
E)  None of the above is a suggestion for active listening. 
A)  Avoid repeating the same information. 
B)  Never summarize information already provided. 
C)  Do not embarrass the customer by rephrasing his or her comments. 
D)  Do not allow any moments of silence during the sales pitch. 
E)  None of the above is a suggestion for active listening.

Question 20

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

Accepted Answer

A)  Use precise words like "cease" and "pizzazz" 
B)  Use words with alternative meanings like "right" 
C)  Use descriptive expressions like "to put all the eggs in one basket" 
D)  Use action-specific verbs like "press that button" 
E)  Any of the above would be good advice for dealing with someone for whom English is a second language 
A)  Use precise words like "cease" and "pizzazz" 
B)  Use words with alternative meanings like "right" 
C)  Use descriptive expressions like "to put all the eggs in one basket" 
D)  Use action-specific verbs like "press that button" 
E)  Any of the above would be good advice for dealing with someone for whom English is a second language

Which of the following statements about response time is true?

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:

Which of the following body language signals is most positive?

What voice characteristics would affect the selling ability of a salesperson?

When salespeople communicate in a high-technology environment, they should:

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

Which of the following statements about body language is true?

One way to define the speaking-listening differential is to say:

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

When salespeople communicate in a high-technology environment, they should:

When making her sales presentation to an important customer, Sarah is frequented interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

What are the three forms of nonverbal expression? What do experts say about the importance of nonverbal behavior?

When adjusting sales presentations for international audiences, salespeople should recognize:

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Which of the following is a suggestion for active listening?

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

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

Which of the following statements about response time is true?

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:

Which of the following body language signals is most positive?

What voice characteristics would affect the selling ability of a salesperson?

When salespeople communicate in a high-technology environment, they should:

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

Which of the following statements about body language is true?

One way to define the speaking-listening differential is to say:

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

When salespeople communicate in a high-technology environment, they should:

When making her sales presentation to an important customer, Sarah is frequented interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

What are the three forms of nonverbal expression? What do experts say about the importance of nonverbal behavior?

When adjusting sales presentations for international audiences, salespeople should recognize:

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Which of the following is a suggestion for active listening?

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

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