Question 1

So called "body language" is normally associated with which communication type?

Accepted Answer

A) verbal 
B) nonverbal 
C) distorted 
D) proactive 
E) explicit 
A) verbal 
B) nonverbal 
C) distorted 
D) proactive 
E) explicit

Question 2

Which of the following terms best defines a salesperson's ability to change a person's belief, position, or course of action?

Accepted Answer

A) Social learning 
B) Persuasion 
C) Perception 
D) Cognition 
E) Attention 
A) Social learning 
B) Persuasion 
C) Perception 
D) Cognition 
E) Attention

Question 3

The salesperson should NOT allow herself to be distracted by the buyer's body angle because it is meaningless.

Accepted Answer

A) True 
 B)False

Question 4

Entering a buyer's intimate space before the prospect is ready often will help close the sale.

Accepted Answer

A) True 
 B)False

Question 5

The restaurant equipment salesperson is receiving the following signals from her prospect: She appears to want to move away from you, has gone silent and appears to be avoiding eye contact and, starts to make a few negative comments.What kind of signal is she likely projecting?

Accepted Answer

A) caution 
B) acceptance 
C) disagreement 
D) unsure 
E) confusion 
A) caution 
B) acceptance 
C) disagreement 
D) unsure 
E) confusion

Question 6

As she listens to her customer, Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?

Accepted Answer

A) evaluative 
B) participative 
C) marginal 
D) active 
E) responsive 
A) evaluative 
B) participative 
C) marginal 
D) active 
E) responsive

Question 7

Buyer says: "You know John, staff turnover is really our number one problem!" Salesperson responds: "Mike, our products are really at the cutting edge of technology and customer engagement!" Which of the following reflects John's listening level?

Accepted Answer

A) Daydreaming 
B) Marginal listening 
C) Partial listening 
D) Evaluative listening 
E) Active listening 
A) Daydreaming 
B) Marginal listening 
C) Partial listening 
D) Evaluative listening 
E) Active listening

Question 8

The basic communication model has seven major elements.

Accepted Answer

A) True 
 B)False

Question 9

It is important for the seller to ensure that they speak frankly to avoid distorting the six messages of the communication process; otherwise, it can cause the buyer to decode the meaning incorrectly.

Accepted Answer

A) True 
 B)False

Question 10

The term "netiquette" is used to define proper rules and manners for using any sort of communication, (i.e., emails, over the Internet).

Accepted Answer

A) True 
 B)False

Question 11

Bill is presenting to a purchasing manager who is a recent immigrant to Canada and appears to be having difficulty understanding the language.Bill begins to speak more slowly and using easier to understand words.What is Bill engaged in from the perspective of the communication process presented in the text?

Accepted Answer

A) decoding 
B) message channeling 
C) feedback 
D) dealing with noise 
E) encoding 
A) decoding 
B) message channeling 
C) feedback 
D) dealing with noise 
E) encoding

Question 12

According to the textbook, research broke down face-to-face communication into three types of communication messages.Which of the following is one type of the communication messages?

Accepted Answer

A) Written 
B) Visual 
C) Facial 
D) Interpersonal 
E) Formal 
A) Written 
B) Visual 
C) Facial 
D) Interpersonal 
E) Formal

Question 13

Martha decides to explain the product features to a prospect by telling a story.The process of converting a concept into a story is an example of encoding.

Accepted Answer

A) True 
 B)False

Question 14

What can a salesperson not do to change caution signals into acceptance signals?

Accepted Answer

A) project acceptance signals 
B) slow up or change his planned presentation 
C) use questions that start off with "who, what, when, where, and why" 
D) carefully listen and respond to her buyer's message 
E) use questions which will provide for a yes/no answer 
A) project acceptance signals 
B) slow up or change his planned presentation 
C) use questions that start off with "who, what, when, where, and why" 
D) carefully listen and respond to her buyer's message 
E) use questions which will provide for a yes/no answer

Question 15

People can listen approximately twice as fast as they can talk.

Accepted Answer

A) True 
 B)False

Question 16

When there is an exciting announcement to be made about a product such as an upcoming sale, Marty can get the word out quickly by using which of the following modes of communication?

Accepted Answer

A) snail mail 
B) twitter 
C) the telephone 
D) advertising 
E) Skype 
A) snail mail 
B) twitter 
C) the telephone 
D) advertising 
E) Skype

Question 17

What describes communication characteristics of your voice, such as inflection, pitch, and when you pause between words?

Accepted Answer

A) imagery 
B) sales-oratory 
C) decoding 
D) deceptive 
E) vocal 
A) imagery 
B) sales-oratory 
C) decoding 
D) deceptive 
E) vocal

Question 18

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?

Accepted Answer

A) distortion 
B) hard-sell communication 
C) non-communication 
D) noise 
E) one-way communication 
A) distortion 
B) hard-sell communication 
C) non-communication 
D) noise 
E) one-way communication

Question 19

Which of the following statements is NOT a notion expressed by the text when addressing listening, thoughts and feelings of prospects?

Accepted Answer

A) listen behind the words for the emotional content of the message 
B) when speaking with prospects, look for changes in eye contact 
C) most "sensors" tend to give you lots of emotional clues 
D) some people reveal more by what they don't say 
E) body language provides salespeople with few clues about the prospects' intentions 
A) listen behind the words for the emotional content of the message 
B) when speaking with prospects, look for changes in eye contact 
C) most "sensors" tend to give you lots of emotional clues 
D) some people reveal more by what they don't say 
E) body language provides salespeople with few clues about the prospects' intentions

Question 20

The text offers several suggestions on how to keep the buyer engaged during a sales presentation.Which of the following is NOT suggested by the text?

Accepted Answer

A) The salesperson should ask probing questions. 
B) Get the prospect engaged in the presentation - if he/she asks questions it is a good thing. 
C) Use multiple means of conveying your message - appeal to different learning styles. 
D) Listen to more than just the words - body language communicates your prospect's level of engagement. 
E) Given that people can hear at a level twice as fast as the average speed of speech, presenters should consider speaking a bit faster. 
A) The salesperson should ask probing questions. 
B) Get the prospect engaged in the presentation - if he/she asks questions it is a good thing. 
C) Use multiple means of conveying your message - appeal to different learning styles. 
D) Listen to more than just the words - body language communicates your prospect's level of engagement. 
E) Given that people can hear at a level twice as fast as the average speed of speech, presenters should consider speaking a bit faster.

So called "body language" is normally associated with which communication type?

Which of the following terms best defines a salesperson's ability to change a person's belief, position, or course of action?

The salesperson should NOT allow herself to be distracted by the buyer's body angle because it is meaningless.

Entering a buyer's intimate space before the prospect is ready often will help close the sale.

The restaurant equipment salesperson is receiving the following signals from her prospect: She appears to want to move away from you, has gone silent and appears to be avoiding eye contact and, starts to make a few negative comments.What kind of signal is she likely projecting?

As she listens to her customer, Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?

Buyer says: "You know John, staff turnover is really our number one problem!" Salesperson responds: "Mike, our products are really at the cutting edge of technology and customer engagement!" Which of the following reflects John's listening level?

The basic communication model has seven major elements.

It is important for the seller to ensure that they speak frankly to avoid distorting the six messages of the communication process; otherwise, it can cause the buyer to decode the meaning incorrectly.

The term "netiquette" is used to define proper rules and manners for using any sort of communication, (i.e., emails, over the Internet).

According to the textbook, research broke down face-to-face communication into three types of communication messages.Which of the following is one type of the communication messages?

Martha decides to explain the product features to a prospect by telling a story.The process of converting a concept into a story is an example of encoding.

What can a salesperson not do to change caution signals into acceptance signals?

People can listen approximately twice as fast as they can talk.

When there is an exciting announcement to be made about a product such as an upcoming sale, Marty can get the word out quickly by using which of the following modes of communication?

What describes communication characteristics of your voice, such as inflection, pitch, and when you pause between words?

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?

Which of the following statements is NOT a notion expressed by the text when addressing listening, thoughts and feelings of prospects?

The text offers several suggestions on how to keep the buyer engaged during a sales presentation.Which of the following is NOT suggested by the text?

The Life, Times, and Career of the Professional Salesperson

Ethics Firstthen Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, Technologies

Prospecting the Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach Begin Your Presentation Strategically

The Presentation Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Follow-Up Maintain and Strengthen the Relationship

Time, Territory, and Self-Management

Retail, Business Services, and Nonprofit Selling

Filters

Exam 4: Communication for Successful Selling: How to Build Relationships

So called "body language" is normally associated with which communication type?

Which of the following terms best defines a salesperson's ability to change a person's belief, position, or course of action?

The salesperson should NOT allow herself to be distracted by the buyer's body angle because it is meaningless.

Entering a buyer's intimate space before the prospect is ready often will help close the sale.

The restaurant equipment salesperson is receiving the following signals from her prospect: She appears to want to move away from you, has gone silent and appears to be avoiding eye contact and, starts to make a few negative comments.What kind of signal is she likely projecting?

As she listens to her customer, Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?

Buyer says: "You know John, staff turnover is really our number one problem!" Salesperson responds: "Mike, our products are really at the cutting edge of technology and customer engagement!" Which of the following reflects John's listening level?

The basic communication model has seven major elements.

It is important for the seller to ensure that they speak frankly to avoid distorting the six messages of the communication process; otherwise, it can cause the buyer to decode the meaning incorrectly.

The term "netiquette" is used to define proper rules and manners for using any sort of communication, (i.e., emails, over the Internet).

According to the textbook, research broke down face-to-face communication into three types of communication messages.Which of the following is one type of the communication messages?

Martha decides to explain the product features to a prospect by telling a story.The process of converting a concept into a story is an example of encoding.

What can a salesperson not do to change caution signals into acceptance signals?

People can listen approximately twice as fast as they can talk.

When there is an exciting announcement to be made about a product such as an upcoming sale, Marty can get the word out quickly by using which of the following modes of communication?

What describes communication characteristics of your voice, such as inflection, pitch, and when you pause between words?

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?

Which of the following statements is NOT a notion expressed by the text when addressing listening, thoughts and feelings of prospects?

The text offers several suggestions on how to keep the buyer engaged during a sales presentation.Which of the following is NOT suggested by the text?

The Life, Times, and Career of the Professional Salesperson

Ethics Firstthen Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, Technologies

Prospecting the Lifeblood of Selling

The Pre-Approach Planning Your Sales Call and Presentation

The Approach Begin Your Presentation Strategically

The Presentation Elements of Effective Persuasion

Objections Address Your Prospects Concerns

Closing the Beginning of a New Relationship

Follow-Up Maintain and Strengthen the Relationship

Time, Territory, and Self-Management

Retail, Business Services, and Nonprofit Selling

Filters