Question 1

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation.

Accepted Answer

A) True 
 B)False  True

Question 2

Imagine that you sell veterinarian products. As you discuss the merit of a new vaccination with a potential buyer, you notice that she is leaning away from you and rearranging objects on her desk. You are receiving ________ signals.

Accepted Answer

A)  mixed 
B)  disagreement 
C)  territorial 
D)  caution 
E)  defiance 
A)  mixed 
B)  disagreement 
C)  territorial 
D)  caution 
E)  defiance D

Question 3

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available. The sales representative most likely forgot:

Accepted Answer

A)  the ADAPT rule. 
B)  the KISS rule. 
C)  how to empathize with buyers. 
D)  to use proof statements. 
E)  to use the SELL sequence. 
A)  the ADAPT rule. 
B)  the KISS rule. 
C)  how to empathize with buyers. 
D)  to use proof statements. 
E)  to use the SELL sequence. B

Question 4

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's ________ space.

Accepted Answer

A)  adjacent 
B)  communal 
C)  social 
D)  personal 
E)  public 
A)  adjacent 
B)  communal 
C)  social 
D)  personal 
E)  public

Question 5

When a salesperson receives disagreement signals, he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

Accepted Answer

A) True 
 B)False

Question 6

The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". The retailer does not understand why the golf balls have tungsten in their core because he is not a golfer himself. In terms of the communication process, this represents a problem with:

Accepted Answer

A)  source context. 
B)  encoding. 
C)  the medium. 
D)  decoding. 
E)  the message feedback. 
A)  source context. 
B)  encoding. 
C)  the medium. 
D)  decoding. 
E)  the message feedback.

Question 7

When we are engaged in ________ listening, it is easy to become distracted by emotion-laden words. When we hear them, we may become obsessed with the words and wonder what to do about them rather than continue listening.

Accepted Answer

A)  marginal 
B)  routine 
C)  peripheral 
D)  evaluative 
E)  context-driven 
A)  marginal 
B)  routine 
C)  peripheral 
D)  evaluative 
E)  context-driven

Question 8

You should remember about a prospect with a senser personality all of the points, EXCEPT?

Accepted Answer

A)  They will desire a discussion that helps facilitate a decision 
B)  They are action-oriented and might seem impatient to understand the details. 
C)  They might be seen as focused or assertive. 
D)  They are probably pragmatic. 
E)  It's probably a good idea to dive into the minutia of details. 
A)  They will desire a discussion that helps facilitate a decision 
B)  They are action-oriented and might seem impatient to understand the details. 
C)  They might be seen as focused or assertive. 
D)  They are probably pragmatic. 
E)  It's probably a good idea to dive into the minutia of details.

Question 9

Differentiate between hearing and listening.

Accepted Answer

Hearing refers to being able t

Question 10

If you enter into a new prospect's ________ space without the prospect's permission, the prospect may find your behavior socially unacceptable or offensive.

Accepted Answer

A)  adjacent 
B)  intimate 
C)  secured 
D)  public 
E)  protected 
A)  adjacent 
B)  intimate 
C)  secured 
D)  public 
E)  protected

Question 11

Proof statements can add credibility to a sales message.

Accepted Answer

A) True 
 B)False

Question 12

Caution signals are important to the success of the salesperson because they:

Accepted Answer

A)  may evolve into disagreement signals if not addressed quickly. 
B)  indicate that the salesperson should stand closer to the prospect. 
C)  suggest disrespect between the buyer and the salesperson. 
D)  signal anger and hostility from the prospect. 
E)  indicate that the presentation is going well. 
A)  may evolve into disagreement signals if not addressed quickly. 
B)  indicate that the salesperson should stand closer to the prospect. 
C)  suggest disrespect between the buyer and the salesperson. 
D)  signal anger and hostility from the prospect. 
E)  indicate that the presentation is going well.

Question 13

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Accepted Answer

A) True 
 B)False

Question 14

Buyers may project caution signals with puzzled expressions.

Accepted Answer

A) True 
 B)False

Question 15

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the ________ personality type.

Accepted Answer

A)  senser 
B)  instigator 
C)  intuitor 
D)  feeler 
E)  thinker 
A)  senser 
B)  instigator 
C)  intuitor 
D)  feeler 
E)  thinker

Question 16

What are the four major nonverbal communication channels?

Accepted Answer

The four major nonverbal commu

Question 17

Harry enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Harry?

Accepted Answer

A)  Senser 
B)  Engineer 
C)  Intuitor 
D)  Feeler 
E)  Thinker 
A)  Senser 
B)  Engineer 
C)  Intuitor 
D)  Feeler 
E)  Thinker

Question 18

________ is the act of transmitting verbal and nonverbal information and understanding between seller and buyer.

Accepted Answer

A)  Communication 
B)  Empathizing 
C)  Persuasion 
D)  Decoding 
E)  Encoding 
A)  Communication 
B)  Empathizing 
C)  Persuasion 
D)  Decoding 
E)  Encoding

Question 19

In terms of the basic communication model:

Accepted Answer

A)  the customer is the source. 
B)  the trial close is the feedback. 
C)  there is no noise. 
D)  the sales presentation contains the message. 
E)  the medium is either verbal or nonverbal, but not both. 
A)  the customer is the source. 
B)  the trial close is the feedback. 
C)  there is no noise. 
D)  the sales presentation contains the message. 
E)  the medium is either verbal or nonverbal, but not both.

Question 20

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

Accepted Answer

A) True 
 B)False

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation.

Imagine that you sell veterinarian products. As you discuss the merit of a new vaccination with a potential buyer, you notice that she is leaning away from you and rearranging objects on her desk. You are receiving ________ signals.

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available. The sales representative most likely forgot:

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's ________ space.

When a salesperson receives disagreement signals, he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

When we are engaged in ________ listening, it is easy to become distracted by emotion-laden words. When we hear them, we may become obsessed with the words and wonder what to do about them rather than continue listening.

You should remember about a prospect with a senser personality all of the points, EXCEPT?

Differentiate between hearing and listening.

If you enter into a new prospect's ________ space without the prospect's permission, the prospect may find your behavior socially unacceptable or offensive.

Proof statements can add credibility to a sales message.

Caution signals are important to the success of the salesperson because they:

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Buyers may project caution signals with puzzled expressions.

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the ________ personality type.

What are the four major nonverbal communication channels?

Harry enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Harry?

________ is the act of transmitting verbal and nonverbal information and understanding between seller and buyer.

In terms of the basic communication model:

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

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Exam 4: Communication for Relationship Building: Its Not All Talk

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation.

Imagine that you sell veterinarian products. As you discuss the merit of a new vaccination with a potential buyer, you notice that she is leaning away from you and rearranging objects on her desk. You are receiving ________ signals.

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available. The sales representative most likely forgot:

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's ________ space.

When a salesperson receives disagreement signals, he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

When we are engaged in ________ listening, it is easy to become distracted by emotion-laden words. When we hear them, we may become obsessed with the words and wonder what to do about them rather than continue listening.

You should remember about a prospect with a senser personality all of the points, EXCEPT?

Differentiate between hearing and listening.

If you enter into a new prospect's ________ space without the prospect's permission, the prospect may find your behavior socially unacceptable or offensive.

Proof statements can add credibility to a sales message.

Caution signals are important to the success of the salesperson because they:

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Buyers may project caution signals with puzzled expressions.

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the ________ personality type.

What are the four major nonverbal communication channels?

Harry enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Harry?

________ is the act of transmitting verbal and nonverbal information and understanding between seller and buyer.

In terms of the basic communication model:

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Filters