Question 1

The text describes three levels of listening. The lowest level is ________ listening.

Accepted Answer

A)  marginal 
B)  evaluative 
C)  peripheral 
D)  negligible 
E)  active 
A)  marginal 
B)  evaluative 
C)  peripheral 
D)  negligible 
E)  active

Question 2

Research has found that the majority of face-to-face communication consists of ________ expressions.

Accepted Answer

A)  explicit 
B)  verbal 
C)  vocal 
D)  nonverbal 
E)  persuasive 
A)  explicit 
B)  verbal 
C)  vocal 
D)  nonverbal 
E)  persuasive

Question 3

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Accepted Answer

A) True 
 B)False

Question 4

Adaptive selling describes the salesperson's ability to adjust and modify their behaviors to better align with their customers' needs.

Accepted Answer

A) True 
 B)False

Question 5

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

Accepted Answer

A)  Intimate 
B)  Communal 
C)  Social 
D)  Personal 
E)  Public 
A)  Intimate 
B)  Communal 
C)  Social 
D)  Personal 
E)  Public

Question 6

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Accepted Answer

A) True 
 B)False

Question 7

The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said, "I will never use your company's product. It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process, the dentist:

Accepted Answer

A)  encoded the message. 
B)  created noise. 
C)  provided feedback. 
D)  changed the communication channel. 
E)  altered the communication medium. 
A)  encoded the message. 
B)  created noise. 
C)  provided feedback. 
D)  changed the communication channel. 
E)  altered the communication medium.

Question 8

Arthur Sullivan is a very enthusiastic salesperson. However, when he calls on customers, he usually leans on their desks and rearranges items on their desks to make room for his sales materials. Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

Accepted Answer

A)  space threat. 
B)  interloper. 
C)  territorial assailant. 
D)  territorial intruder. 
E)  trespasser. 
A)  space threat. 
B)  interloper. 
C)  territorial assailant. 
D)  territorial intruder. 
E)  trespasser.

Question 9

What should you remember when wanting your prospect with a thinker personality to make a decision on your solution?

Accepted Answer

A)  Prospect probably will want input from others before making a decision. 
B)  Prospect might be impatient with you for not moving quick enough. 
C)  Prospect might want a path forward and to feel he or she is making progress. 
D)  Prospect may need some level of social proof or recommendations from others. 
E)  Prospect will probably be more methodical and deliberative in decision making. 
A)  Prospect probably will want input from others before making a decision. 
B)  Prospect might be impatient with you for not moving quick enough. 
C)  Prospect might want a path forward and to feel he or she is making progress. 
D)  Prospect may need some level of social proof or recommendations from others. 
E)  Prospect will probably be more methodical and deliberative in decision making.

Question 10

A salesperson can change caution signals into agreement signals by speeding up her planned presentation.

Accepted Answer

A) True 
 B)False

Question 11

The text describes three levels of listening. ________ listening is considered the most effective listening level.

Accepted Answer

A)  Evaluative 
B)  Marginal 
C)  Active 
D)  Participative 
E)  Cooperative 
A)  Evaluative 
B)  Marginal 
C)  Active 
D)  Participative 
E)  Cooperative

Question 12

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

Accepted Answer

A)  listening to specific customer needs. 
B)  being continuously empathetic. 
C)  being enthusiastic about their work. 
D)  using proof statements effectively. 
E)  being aggressively persuasive. 
A)  listening to specific customer needs. 
B)  being continuously empathetic. 
C)  being enthusiastic about their work. 
D)  using proof statements effectively. 
E)  being aggressively persuasive.

Question 13

What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

Accepted Answer

A)  Decoding 
B)  Processing 
C)  Encoding 
D)  Translating 
E)  Receiving 
A)  Decoding 
B)  Processing 
C)  Encoding 
D)  Translating 
E)  Receiving

Question 14

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

Accepted Answer

Space considerations are important to sa

Question 15

The source of communication in a sales presentation is the producer/manufacturer.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following statements about feedback is INCORRECT?

Accepted Answer

A)  It may be appropriate to use questions that obtain negative feedback. 
B)  If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred. 
C)  In planning a presentation, it is impossible to predetermine when and what feedback-producing questions to ask. 
D)  It may be appropriate to use questions that obtain positive feedback. 
E)  Feedback can be verbal or nonverbal. 
A)  It may be appropriate to use questions that obtain negative feedback. 
B)  If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred. 
C)  In planning a presentation, it is impossible to predetermine when and what feedback-producing questions to ask. 
D)  It may be appropriate to use questions that obtain positive feedback. 
E)  Feedback can be verbal or nonverbal.

Question 17

Mirroring or mimicry happens when people take part in similar actions at relatively the same time (i.e. within three to five seconds).

Accepted Answer

A) True 
 B)False

Question 18

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

Accepted Answer

A thinker places high value on logic, id

Question 19

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where gift-giving is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. Respect for territorial space means that Austin should not enter the CEO's ________ space.

Accepted Answer

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

Question 20

A distance of up to two feet, or about arm's length, around an individual is defined as:

Accepted Answer

A)  controlled space. 
B)  consensual distance. 
C)  close space. 
D)  intimate space. 
E)  adjacency. 
A)  controlled space. 
B)  consensual distance. 
C)  close space. 
D)  intimate space. 
E)  adjacency.

The text describes three levels of listening. The lowest level is ________ listening.

Research has found that the majority of face-to-face communication consists of ________ expressions.

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Adaptive selling describes the salesperson's ability to adjust and modify their behaviors to better align with their customers' needs.

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Arthur Sullivan is a very enthusiastic salesperson. However, when he calls on customers, he usually leans on their desks and rearranges items on their desks to make room for his sales materials. Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

What should you remember when wanting your prospect with a thinker personality to make a decision on your solution?

A salesperson can change caution signals into agreement signals by speeding up her planned presentation.

The text describes three levels of listening. ________ listening is considered the most effective listening level.

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

The source of communication in a sales presentation is the producer/manufacturer.

Which of the following statements about feedback is INCORRECT?

Mirroring or mimicry happens when people take part in similar actions at relatively the same time (i.e. within three to five seconds).

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

A distance of up to two feet, or about arm's length, around an individual is defined as:

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

The text describes three levels of listening. The lowest level is ________ listening.

Research has found that the majority of face-to-face communication consists of ________ expressions.

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Adaptive selling describes the salesperson's ability to adjust and modify their behaviors to better align with their customers' needs.

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Arthur Sullivan is a very enthusiastic salesperson. However, when he calls on customers, he usually leans on their desks and rearranges items on their desks to make room for his sales materials. Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

What should you remember when wanting your prospect with a thinker personality to make a decision on your solution?

A salesperson can change caution signals into agreement signals by speeding up her planned presentation.

The text describes three levels of listening. ________ listening is considered the most effective listening level.

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

The source of communication in a sales presentation is the producer/manufacturer.

Which of the following statements about feedback is INCORRECT?

Mirroring or mimicry happens when people take part in similar actions at relatively the same time (i.e. within three to five seconds).

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

A distance of up to two feet, or about arm's length, around an individual is defined as:

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