Question 1

Tone of voice can be a clue to identifying a customer's communication style.

Accepted Answer

A) True 
 B)False  True

Question 2

Communication-style bias is most likely to occur when a salesperson:

Accepted Answer

A)  has a different communication style than a customer 
B)  is unable to understand a customer's regional accent 
C)  fails to use standard terms when describing products 
D)  lacks a grasp of social customs in the customer's culture 
E)  talks too quickly during most sales presentations 
A)  has a different communication style than a customer 
B)  is unable to understand a customer's regional accent 
C)  fails to use standard terms when describing products 
D)  lacks a grasp of social customs in the customer's culture 
E)  talks too quickly during most sales presentations A

Question 3

The psychological continuum and the sociability continuum are the two main components that form the communication-style model.

Accepted Answer

A) True 
 B)False  False

Question 4

The words "aloof" and "stuffy" describe which side of which of the following styles?

Accepted Answer

A)  the immature side of the supportive style 
B)  the mature side of the supportive style 
C)  the immature side of the reflective style 
D)  the mature side of the reflective style 
E)  the mature side of the directive style 
A)  the immature side of the supportive style 
B)  the mature side of the supportive style 
C)  the immature side of the reflective style 
D)  the mature side of the reflective style 
E)  the mature side of the directive style

Question 5

A salesperson who is having trouble determining his own communication style most likely falls into:

Accepted Answer

A)  the Excess Zone 
B)  Zone One 
C)  Zone Two 
D)  the Flex Zone 
E)  the Bias Zone 
A)  the Excess Zone 
B)  Zone One 
C)  Zone Two 
D)  the Flex Zone 
E)  the Bias Zone

Question 6

A newly-hired salesperson,Jun-Hee Kim,is taking over the sales territory of Arvin Vasquez,a salesperson for her company who is moving out of the area.Arvin left detailed notes on the clients he'd made contact within the CRM system,so Jun-Hee is reviewing these notes.Jun-Hee reads the following about Bob Costello: "Bob is super-friendly and outgoing.He loves to deep-sea fish and goes on three trips a year to fish in the Caribbean.His wife is Carol and his kids are Taylor (4th grade)and Jordan (6th grade)(both girls).Bob's buying focus is durability and price,and he expects a relationship with a trustworthy sales rep.Bob can be impatient and doesn't like to waste time during meetings.He tends to maintain control and set the agenda."
Based on this summary,what communications style does Bob Costello most likely have?

Accepted Answer

A)  sociable 
B)  directive 
C)  emotive 
D)  supportive 
E)  reflective 
A)  sociable 
B)  directive 
C)  emotive 
D)  supportive 
E)  reflective

Question 7

Communication style is an important aspect of our personality.

Accepted Answer

A) True 
 B)False

Question 8

The theory of behavioral- or communication-style bias is based on a number of underlying principles.List the principles.

Accepted Answer

1.Individual differences exist and are i

Question 9

An effective and practical way to minimize communication-style bias is to:

Accepted Answer

A)  choose customers based on their communication styles 
B)  write presentation materials that appeal to all communication styles 
C)  send trained communicators to talk to customers with unfamiliar styles 
D)  adapt your style to the way the customer communicates 
E)  focus more on the content of sales presentations than on message delivery 
A)  choose customers based on their communication styles 
B)  write presentation materials that appeal to all communication styles 
C)  send trained communicators to talk to customers with unfamiliar styles 
D)  adapt your style to the way the customer communicates 
E)  focus more on the content of sales presentations than on message delivery

Question 10

For a salesperson,why is style flexing more important in consultative sales than in transactional sales?

Accepted Answer

A)  In consultative sales the buyer needs to be able to believe the claims of the salesperson about the product. In transactional sales, the buyer knows the claims about the product are likely to be exaggerated or untrue as a matter of course. 
B)  In consultative sales, sales managers are more likely to be assessing the salesperson's rapport with each customer, so proving that the salesperson is making the customer feel comfortable is key to receiving a good performance review. In transactional sales, performance reviews are based solely on hitting sales quotas. 
C)  In consultative sales, salespeople often have to service the customer once the sale is complete, acting as account managers as well as salespeople, which means flexing styles according to the roles they play. In transactional sales, there is often no follow-up to the sale. 
D)  In consultative sales, the salesperson and customer are building a relationship with each other toward the correct purchase, so they must feel comfortable with and trust each other. In transactional sales, a long-term relationship is not important. 
E)  In consultative sales the customer expects to be catered to, so salespeople must use the customer's preferred communication style, or else the customer will switch to another service provider. In transactional sales, the customer often has no say over the terms of the sales interaction. 
A)  In consultative sales the buyer needs to be able to believe the claims of the salesperson about the product. In transactional sales, the buyer knows the claims about the product are likely to be exaggerated or untrue as a matter of course. 
B)  In consultative sales, sales managers are more likely to be assessing the salesperson's rapport with each customer, so proving that the salesperson is making the customer feel comfortable is key to receiving a good performance review. In transactional sales, performance reviews are based solely on hitting sales quotas. 
C)  In consultative sales, salespeople often have to service the customer once the sale is complete, acting as account managers as well as salespeople, which means flexing styles according to the roles they play. In transactional sales, there is often no follow-up to the sale. 
D)  In consultative sales, the salesperson and customer are building a relationship with each other toward the correct purchase, so they must feel comfortable with and trust each other. In transactional sales, a long-term relationship is not important. 
E)  In consultative sales the customer expects to be catered to, so salespeople must use the customer's preferred communication style, or else the customer will switch to another service provider. In transactional sales, the customer often has no say over the terms of the sales interaction.

Question 11

Which of the following statements regarding communications-style bias is most likely true?

Accepted Answer

A)  Communication-style bias is quite rare. 
B)  Communication-style bias can manifest as a general feeling of discomfort with another person. 
C)  Communication-style bias is commonly understood in our society 
D)  Communication-style bias will not surface between two people with the same communication style. 
E)  Communication-style bias will make a consulting sales relationship impossible. 
A)  Communication-style bias is quite rare. 
B)  Communication-style bias can manifest as a general feeling of discomfort with another person. 
C)  Communication-style bias is commonly understood in our society 
D)  Communication-style bias will not surface between two people with the same communication style. 
E)  Communication-style bias will make a consulting sales relationship impossible.

Question 12

A customer is rude to the salesperson during sales calls,requests additional research and market data,and refuses to accept courtesy calls from the salesperson.However,the customer places several large orders for the product from the salesperson.Which statement best explains the customer's discordant behavior?

Accepted Answer

A)  The salesperson represents an inferior product that the customer does not need. 
B)  The salesperson has used the wrong approach by not establishing rapport with the customer. 
C)  The customer is not the ultimate decision maker for the account but would like to be. 
D)  The customer is a directive who dislikes extraneous contact with the salesperson but makes decisions rapidly based on data. 
E)  The customer is a reflective who cannot concentrate when the salesperson engages in frequent interruptions. 
A)  The salesperson represents an inferior product that the customer does not need. 
B)  The salesperson has used the wrong approach by not establishing rapport with the customer. 
C)  The customer is not the ultimate decision maker for the account but would like to be. 
D)  The customer is a directive who dislikes extraneous contact with the salesperson but makes decisions rapidly based on data. 
E)  The customer is a reflective who cannot concentrate when the salesperson engages in frequent interruptions.

Question 13

If your customer's most preferred communication style is directive,you should keep the relationship as businesslike as possible.

Accepted Answer

A) True 
 B)False

Question 14

A customer who is higher in dominance tends to do which of the following?

Accepted Answer

A)  display an eagerness to agree quickly 
B)  curb a desire to initiate demands 
C)  cooperate excessively with others 
D)  attempt to control situations 
E)  wait for others to speak first 
A)  display an eagerness to agree quickly 
B)  curb a desire to initiate demands 
C)  cooperate excessively with others 
D)  attempt to control situations 
E)  wait for others to speak first

Question 15

Zone one,zone two,and the excess zone are used to describe which dimension of our communication styles?

Accepted Answer

A)  maturity 
B)  intensity 
C)  predictability 
D)  flexibility 
E)  adaptability 
A)  maturity 
B)  intensity 
C)  predictability 
D)  flexibility 
E)  adaptability

Question 16

Which term refers to the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process?

Accepted Answer

A)  rigidity 
B)  sensitivity 
C)  maturity 
D)  believability 
E)  versatility 
A)  rigidity 
B)  sensitivity 
C)  maturity 
D)  believability 
E)  versatility

Question 17

A customer who is lower in dominance would most likely be:

Accepted Answer

A)  deliberate 
B)  hurried 
C)  talkative 
D)  cooperative 
E)  decisive 
A)  deliberate 
B)  hurried 
C)  talkative 
D)  cooperative 
E)  decisive

Question 18

The words "reserved," "warm," and "compliant" describe the ________ style.

Accepted Answer

The answer of The words "reserved," "warm," and "compliant" describe...

Question 19

Emotive customers are frank,demanding,serious,and opinionated.

Accepted Answer

A) True 
 B)False

Question 20

An individual who is high on the sociability continuum tends to communicate in an ordered and measured manner.

Accepted Answer

A) True 
 B)False

Tone of voice can be a clue to identifying a customer's communication style.

Communication-style bias is most likely to occur when a salesperson:

The psychological continuum and the sociability continuum are the two main components that form the communication-style model.

The words "aloof" and "stuffy" describe which side of which of the following styles?

A salesperson who is having trouble determining his own communication style most likely falls into:

Communication style is an important aspect of our personality.

The theory of behavioral- or communication-style bias is based on a number of underlying principles.List the principles.

An effective and practical way to minimize communication-style bias is to:

For a salesperson,why is style flexing more important in consultative sales than in transactional sales?

Which of the following statements regarding communications-style bias is most likely true?

If your customer's most preferred communication style is directive,you should keep the relationship as businesslike as possible.

A customer who is higher in dominance tends to do which of the following?

Zone one,zone two,and the excess zone are used to describe which dimension of our communication styles?

Which term refers to the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process?

A customer who is lower in dominance would most likely be:

The words "reserved," "warm," and "compliant" describe the ________ style.

Emotive customers are frank,demanding,serious,and opinionated.

An individual who is high on the sociability continuum tends to communicate in an ordered and measured manner.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 5: Communication Styles: a Key to Adaptive Selling Today

Tone of voice can be a clue to identifying a customer's communication style.

Communication-style bias is most likely to occur when a salesperson:

The psychological continuum and the sociability continuum are the two main components that form the communication-style model.

The words "aloof" and "stuffy" describe which side of which of the following styles?

A salesperson who is having trouble determining his own communication style most likely falls into:

Communication style is an important aspect of our personality.

The theory of behavioral- or communication-style bias is based on a number of underlying principles.List the principles.

An effective and practical way to minimize communication-style bias is to:

For a salesperson,why is style flexing more important in consultative sales than in transactional sales?

Which of the following statements regarding communications-style bias is most likely true?

If your customer's most preferred communication style is directive,you should keep the relationship as businesslike as possible.

A customer who is higher in dominance tends to do which of the following?

Zone one,zone two,and the excess zone are used to describe which dimension of our communication styles?

Which term refers to the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process?

A customer who is lower in dominance would most likely be:

The words "reserved," "warm," and "compliant" describe the ________ style.

Emotive customers are frank,demanding,serious,and opinionated.

An individual who is high on the sociability continuum tends to communicate in an ordered and measured manner.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters