Exam 5: Using Communication Principles to Build Relationships

Carla does not have a demonstration model to show her customer. She will have to describe it. What will Carla create?

When asking questions the salesperson should:

List the three forms of nonverbal expression salespeople can use to convey messages to their customers.

Sissy was concerned when she overheard the salesperson talking about gourmet koi food, EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce. She was frustrated to learn the salesperson was using _____ and discussing accessories for water gardens.

Which of the following statements about the effectiveness of the various methods of communications is true?

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Robert smiles a lot when he makes presentations to prospective buyers of his product. He says he uses the smile to communicate the idea he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of:

Which of the following is NOT one of the forms of nonverbal communication?

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

When making a sales presentation for her firm's inventory control software, Galene often compares the difficulty of doing her income taxes without a software program to the difficulty of keeping track of inventory without an effective software system. Galene is using a work picture in her sales presentation.

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.

In a high-context cultural such as found in the United States, lawyers are very important; wasting time is to be avoided; and competitive bidding is very common.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

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

What is the 80-20 listening rule?

What voice characteristics can be used to reduce monotony in a sales presentation?

How should a salesperson respond when the customer says, "The items I purchased from your company are not being delivered according to the schedule we had agreed to."

What should a salesperson do if a prospect asks him to conduct the sales presentation near a large, noisy piece of assembly line equipment while the prospect watches the line for any malfunctions?

What voice characteristic refers to the production of recognizable sounds?