Question 1

Identify the level of listening most people engage in.

Accepted Answer

A)  Marginal listening 
B)  Routine listening 
C)  Active listening 
D)  Evaluative listening 
E)  Peripheral listening 
A)  Marginal listening 
B)  Routine listening 
C)  Active listening 
D)  Evaluative listening 
E)  Peripheral listening

Question 2

According to the text, which of the following is a true statement regarding business attire?

Accepted Answer

A)  Clothes send a vocal message about the salesperson. 
B)  Few major corporations still encourage conservative clothing. 
C)  A salesperson's wardrobe plays a significant factor in sales success. 
D)  Sporty clothing and business casual are appropriate in most situations. 
E)  Overly conservative clothing highlights a salesperson's aggressiveness. 
A)  Clothes send a vocal message about the salesperson. 
B)  Few major corporations still encourage conservative clothing. 
C)  A salesperson's wardrobe plays a significant factor in sales success. 
D)  Sporty clothing and business casual are appropriate in most situations. 
E)  Overly conservative clothing highlights a salesperson's aggressiveness.

Question 3

When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. These are called:

Accepted Answer

A)  feedback precipitators. 
B)  encoding tools. 
C)  mediums. 
D)  decoding mechanisms. 
E)  message sources. 
A)  feedback precipitators. 
B)  encoding tools. 
C)  mediums. 
D)  decoding mechanisms. 
E)  message sources.

Question 4

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children. The salesperson is using:

Accepted Answer

A)  decoded response. 
B)  source media. 
C)  proof statements. 
D)  proofs of credibility. 
E)  objection eliminators. 
A)  decoded response. 
B)  source media. 
C)  proof statements. 
D)  proofs of credibility. 
E)  objection eliminators.

Question 5

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. As Austin presents product information to the CEO of Diamonite, he notices that the CEO is leaning back in his chair and smiling, with his hands and arms in a relaxed position. The prospect is giving ________ signals.

Accepted Answer

A)  neutral 
B)  disagreement 
C)  cautionary 
D)  bored 
E)  acceptance 
A)  neutral 
B)  disagreement 
C)  cautionary 
D)  bored 
E)  acceptance

Question 6

The KISS rule advises salespeople to:

Accepted Answer

A)  keep it simple. 
B)  know your inventory stock. 
C)  know innovative solutions. 
D)  be knowledgeable in sales. 
E)  keep the "I" in sales success. 
A)  keep it simple. 
B)  know your inventory stock. 
C)  know innovative solutions. 
D)  be knowledgeable in sales. 
E)  keep the "I" in sales success.

Question 7

The two skills to being a good sales communicator are effectively being able to:

Accepted Answer

A)  request and receive persuasive signals. 
B)  ask and answer open-ended questions. 
C)  organize and summarize statistics. 
D)  prepare and present information. 
E)  encode and decode messages. 
A)  request and receive persuasive signals. 
B)  ask and answer open-ended questions. 
C)  organize and summarize statistics. 
D)  prepare and present information. 
E)  encode and decode messages.

Question 8

In terms of the basic communications model, categorize the salesperson and the sales presentation.

Accepted Answer

The salesperson is the source. He/she en

Question 9

Which of the following is a caution signal?

Accepted Answer

A)  Leaning forward or upright at attention 
B)  Direct eye contact 
C)  Legs crossed and pointed away 
D)  Negative voice tones 
E)  Puzzled expression 
A)  Leaning forward or upright at attention 
B)  Direct eye contact 
C)  Legs crossed and pointed away 
D)  Negative voice tones 
E)  Puzzled expression

Question 10

As James begins to discuss product prices, he notices his prospect has folded his arms across his chest, clenched his hands, and avoided eye contact. James has received ________ signals.

Accepted Answer

A)  rejection 
B)  disagreement 
C)  neutral 
D)  caution 
E)  defiance 
A)  rejection 
B)  disagreement 
C)  neutral 
D)  caution 
E)  defiance

Question 11

Identify the area that is normally used for a sales presentation.

Accepted Answer

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

Question 12

Describe the three levels of listening, starting with the lowest level. What happens as you move from the first to the third level?

Accepted Answer

(1) Marginal, (2) evaluative,

Question 13

Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

Accepted Answer

A)  Intolerant 
B)  Caution 
C)  Disagreement 
D)  Acceptance 
E)  Recognition 
A)  Intolerant 
B)  Caution 
C)  Disagreement 
D)  Acceptance 
E)  Recognition

Question 14

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

Accepted Answer

A) True 
 B)False

Question 15

The buyer projects caution signals with a body angle that leans toward you.

Accepted Answer

A) True 
 B)False

Question 16

Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

Accepted Answer

A)  Disagreement 
B)  Tolerance 
C)  Caution 
D)  Acceptance 
E)  Recognition 
A)  Disagreement 
B)  Tolerance 
C)  Caution 
D)  Acceptance 
E)  Recognition

Question 17

What is the KISS rule?

Accepted Answer

Keep it si

Question 18

Empathy is defined as the:

Accepted Answer

A)  ability to ignore conflicting communication signals. 
B)  method used to respond to buyer feedback. 
C)  ability to identify and understand the other person's feelings, ideas, and situation. 
D)  ability to change a person's belief, position, or course of action. 
E)  gathering of information and uncovering customer needs by using one or more questions. 
A)  ability to ignore conflicting communication signals. 
B)  method used to respond to buyer feedback. 
C)  ability to identify and understand the other person's feelings, ideas, and situation. 
D)  ability to change a person's belief, position, or course of action. 
E)  gathering of information and uncovering customer needs by using one or more questions.

Question 19

What is the difference between marginal, evaluative, and active listening?

Accepted Answer

The difference is th

Question 20

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

Accepted Answer

A)  space threat. 
B)  territorial assault. 
C)  space invasion. 
D)  personal intrusion. 
E)  trespassing opportunity. 
A)  space threat. 
B)  territorial assault. 
C)  space invasion. 
D)  personal intrusion. 
E)  trespassing opportunity.

Identify the level of listening most people engage in.

According to the text, which of the following is a true statement regarding business attire?

When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. These are called:

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children. The salesperson is using:

The KISS rule advises salespeople to:

The two skills to being a good sales communicator are effectively being able to:

In terms of the basic communications model, categorize the salesperson and the sales presentation.

Which of the following is a caution signal?

As James begins to discuss product prices, he notices his prospect has folded his arms across his chest, clenched his hands, and avoided eye contact. James has received ________ signals.

Identify the area that is normally used for a sales presentation.

Describe the three levels of listening, starting with the lowest level. What happens as you move from the first to the third level?

Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

The buyer projects caution signals with a body angle that leans toward you.

Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

What is the KISS rule?

Empathy is defined as the:

What is the difference between marginal, evaluative, and active listening?

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

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

Identify the level of listening most people engage in.

According to the text, which of the following is a true statement regarding business attire?

When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. These are called:

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children. The salesperson is using:

The KISS rule advises salespeople to:

The two skills to being a good sales communicator are effectively being able to:

In terms of the basic communications model, categorize the salesperson and the sales presentation.

Which of the following is a caution signal?

As James begins to discuss product prices, he notices his prospect has folded his arms across his chest, clenched his hands, and avoided eye contact. James has received ________ signals.

Identify the area that is normally used for a sales presentation.

Describe the three levels of listening, starting with the lowest level. What happens as you move from the first to the third level?

Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

The buyer projects caution signals with a body angle that leans toward you.

Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

What is the KISS rule?

Empathy is defined as the:

What is the difference between marginal, evaluative, and active listening?

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

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