Question 1

A prospect can communicate with you without uttering a word.

Accepted Answer

A) True 
 B)False

Question 2

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers. From a communications model perspective, the retailer is the:

Accepted Answer

A)  source. 
B)  encoder. 
C)  communication deliverer. 
D)  receiver. 
E)  sender. 
A)  source. 
B)  encoder. 
C)  communication deliverer. 
D)  receiver. 
E)  sender.

Question 3

Why is it important for a salesperson to recognize and adjust his/her presentation when a buyer is showing caution signals?

Accepted Answer

Caution signals indicate block

Question 4

All of the following are techniques for handling disagreement signals EXCEPT:

Accepted Answer

A)  stop your planned presentation. 
B)  temporarily eliminate any pressure on the person to participate in the conversation. 
C)  use indirect questions to determine a buyer's attitudes and beliefs. 
D)  project acceptance signals. 
E)  let your buyer know you are aware that something upsetting has occurred. 
A)  stop your planned presentation. 
B)  temporarily eliminate any pressure on the person to participate in the conversation. 
C)  use indirect questions to determine a buyer's attitudes and beliefs. 
D)  project acceptance signals. 
E)  let your buyer know you are aware that something upsetting has occurred.

Question 5

From a communications model perspective, the salesperson in a sales call is the:

Accepted Answer

A)  source. 
B)  dispatcher. 
C)  presenter. 
D)  receiver. 
E)  decoder. 
A)  source. 
B)  dispatcher. 
C)  presenter. 
D)  receiver. 
E)  decoder.

Question 6

Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

Accepted Answer

A) True 
 B)False

Question 7

When engaged in marginal listening, Andrew, the salesperson, refrains from evaluating the message and tries to see the prospects' point of view.

Accepted Answer

A) True 
 B)False

Question 8

According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?

Accepted Answer

A)  Determine how a prospect feels about their current supplier 
B)  Request additional information about their own products 
C)  Gather statistical information for MCI management 
D)  Provide positive feedback about MCI to buyers 
E)  Assess verbal and nonverbal feedback about MCI 
A)  Determine how a prospect feels about their current supplier 
B)  Request additional information about their own products 
C)  Gather statistical information for MCI management 
D)  Provide positive feedback about MCI to buyers 
E)  Assess verbal and nonverbal feedback about MCI

Question 9

Give three examples of probing questions that could be asked by someone selling new cars. Students' answers will vary based on their creativity. Examples include "What kind of car do you picture yourself driving?" "How do you plan to use the car?" "What kind of sacrifices are you willing to make so that your car will not add to pollution problems?" "What kinds of cars do your family and friends drive?" "What made you think you might want to own this model of car?"

Accepted Answer

The answer of Give three examples of probing questions that...

Question 10

Probing questions are intended to assess the buyer's attitude about a sales presentation.

Accepted Answer

A) True 
 B)False

Question 11

In order for feedback to be valid, it must be verbal.

Accepted Answer

A) True 
 B)False

Question 12

________ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

Accepted Answer

A)  Disagreement 
B)  Caution 
C)  Warning 
D)  Coercion 
E)  Acceptance 
A)  Disagreement 
B)  Caution 
C)  Warning 
D)  Coercion 
E)  Acceptance

Question 13

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

Accepted Answer

A)  Wear it short to suggest a conservative, professional, and business-like approach. 
B)  Consider the types of customers you will be calling on and select your hairstyle accordingly. 
C)  Wear it long to show an optimistic outlook on life. 
D)  Wear your hair at a medium length in order not to offend prospects that prefer long or short hair. 
E)  Use hair styling products to maintain a stylish appearance. 
A)  Wear it short to suggest a conservative, professional, and business-like approach. 
B)  Consider the types of customers you will be calling on and select your hairstyle accordingly. 
C)  Wear it long to show an optimistic outlook on life. 
D)  Wear your hair at a medium length in order not to offend prospects that prefer long or short hair. 
E)  Use hair styling products to maintain a stylish appearance.

Question 14

What is the term used to describe the reception and translation of information by the receiver?

Accepted Answer

A)  The communication process 
B)  The message context 
C)  The encoding process 
D)  The decoding process 
E)  The medium selection 
A)  The communication process 
B)  The message context 
C)  The encoding process 
D)  The decoding process 
E)  The medium selection

Question 15

When the buyer is leaning forward or upright during the salesperson's presentation, she is projecting ________ signals.

Accepted Answer

A)  disagreement 
B)  tolerance 
C)  caution 
D)  recognition 
E)  acceptance 
A)  disagreement 
B)  tolerance 
C)  caution 
D)  recognition 
E)  acceptance

Question 16

Clearwater Hampers has over 60 models of baskets it uses to create its picnic hampers. In addition, it selects from more than 300 different products for each hamper. Several situational factors determine what style of basket is used and what is placed in the baskets including price, recipients, and whether the basket is a seasonal gift. If Austin were to describe each basket style and each potential product in detail during his sales presentation, he would be guilty of:

Accepted Answer

A)  forgetting the SELL process. 
B)  breaking the KISS rule. 
C)  feedback resistance. 
D)  source manipulation. 
E)  perceptual excess. 
A)  forgetting the SELL process. 
B)  breaking the KISS rule. 
C)  feedback resistance. 
D)  source manipulation. 
E)  perceptual excess.

Question 17

Reaction to the communication as transmitted to the sender is known as:

Accepted Answer

A)  medium. 
B)  feedback. 
C)  source. 
D)  message. 
E)  decoder. 
A)  medium. 
B)  feedback. 
C)  source. 
D)  message. 
E)  decoder.

Question 18

At the ________ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Accepted Answer

A)  intermediate 
B)  transitional 
C)  marginal 
D)  evaluative 
E)  active 
A)  intermediate 
B)  transitional 
C)  marginal 
D)  evaluative 
E)  active

Question 19

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

Accepted Answer

A) True 
 B)False

Question 20

Define communications in a sales context.

Accepted Answer

Communications, in a sales context, is t

A prospect can communicate with you without uttering a word.

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers. From a communications model perspective, the retailer is the:

Why is it important for a salesperson to recognize and adjust his/her presentation when a buyer is showing caution signals?

All of the following are techniques for handling disagreement signals EXCEPT:

From a communications model perspective, the salesperson in a sales call is the:

Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

When engaged in marginal listening, Andrew, the salesperson, refrains from evaluating the message and tries to see the prospects' point of view.

According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?

Probing questions are intended to assess the buyer's attitude about a sales presentation.

In order for feedback to be valid, it must be verbal.

________ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

What is the term used to describe the reception and translation of information by the receiver?

When the buyer is leaning forward or upright during the salesperson's presentation, she is projecting ________ signals.

Reaction to the communication as transmitted to the sender is known as:

At the ________ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

Define communications in a sales context.

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

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

A prospect can communicate with you without uttering a word.

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers. From a communications model perspective, the retailer is the:

Why is it important for a salesperson to recognize and adjust his/her presentation when a buyer is showing caution signals?

All of the following are techniques for handling disagreement signals EXCEPT:

From a communications model perspective, the salesperson in a sales call is the:

Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

When engaged in marginal listening, Andrew, the salesperson, refrains from evaluating the message and tries to see the prospects' point of view.

According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?

Probing questions are intended to assess the buyer's attitude about a sales presentation.

In order for feedback to be valid, it must be verbal.

________ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

What is the term used to describe the reception and translation of information by the receiver?

When the buyer is leaning forward or upright during the salesperson's presentation, she is projecting ________ signals.

Reaction to the communication as transmitted to the sender is known as:

At the ________ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

Define communications in a sales context.

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