Question 1

A customer who displays the reflective communication style can accurately be described as:

Accepted Answer

A)  reserved 
B)  sensitive 
C)  frank 
D)  sociable 
E)  malleable 
A)  reserved 
B)  sensitive 
C)  frank 
D)  sociable 
E)  malleable

Question 2

The quadrant model of communication styles assumes that most people:

Accepted Answer

A)  understand the quadrant model well enough to choose their point on the quadrant 
B)  fit into four discrete, unchanging categories and can be easily assessed in that category by others 
C)  change from quadrant to quadrant somewhat regularly 
D)  are aware of their communication style and can alter it depending on the situation 
E)  have a relatively consistent point on both the dominance and sociability continuums 
A)  understand the quadrant model well enough to choose their point on the quadrant 
B)  fit into four discrete, unchanging categories and can be easily assessed in that category by others 
C)  change from quadrant to quadrant somewhat regularly 
D)  are aware of their communication style and can alter it depending on the situation 
E)  have a relatively consistent point on both the dominance and sociability continuums

Question 3

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

Accepted Answer

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

Question 4

If you have a preferred communication style,you will most likely:

Accepted Answer

A)  use that style exclusively 
B)  change that style as you grow older 
C)  display other communication styles at times 
D)  be unable to understand people with other styles 
E)  need to maintain that habitual style in all contexts 
A)  use that style exclusively 
B)  change that style as you grow older 
C)  display other communication styles at times 
D)  be unable to understand people with other styles 
E)  need to maintain that habitual style in all contexts

Question 5

When a reflective salesperson moves into the excess zone,he or she is apt to:

Accepted Answer

A)  express highly emotional opinions 
B)  become extremely competitive 
C)  agree with everyone 
D)  avoid making decisions 
E)  make rash decisions 
A)  express highly emotional opinions 
B)  become extremely competitive 
C)  agree with everyone 
D)  avoid making decisions 
E)  make rash decisions

Question 6

Which of the following is a major principle supporting communication style theory?

Accepted Answer

A)  Individual differences exist but are negligible in business conversations. 
B)  Successful business and social relationships require identical styles. 
C)  There are unlimited communication styles that are unique to each person. 
D)  Individual style differences change constantly. 
E)  A communication style is a way of thinking and behaving. 
A)  Individual differences exist but are negligible in business conversations. 
B)  Successful business and social relationships require identical styles. 
C)  There are unlimited communication styles that are unique to each person. 
D)  Individual style differences change constantly. 
E)  A communication style is a way of thinking and behaving.

Question 7

People who display their emotions with less intensity are said to be in:

Accepted Answer

A)  zone one 
B)  zone two 
C)  zone three 
D)  zone four 
E)  the excess zone 
A)  zone one 
B)  zone two 
C)  zone three 
D)  zone four 
E)  the excess zone

Question 8

Sociability reflects the amount of control we exert over our emotional expressiveness.

Accepted Answer

A) True 
 B)False

Question 9

________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.

Accepted Answer

The answer of ________ is communicating in a way more...

Question 10

Which of the following is most likely true about our individual communication style?

Accepted Answer

A)  It is formed in utero, before we are born. 
B)  It is formed during the first year of our life. 
C)  It is formed before we enter elementary school. 
D)  It is constantly changing throughout life. 
E)  It is based on environmental factors, not heredity. 
A)  It is formed in utero, before we are born. 
B)  It is formed during the first year of our life. 
C)  It is formed before we enter elementary school. 
D)  It is constantly changing throughout life. 
E)  It is based on environmental factors, not heredity.

Question 11

On the communication style grid,the two communication styles with low dominance are reflective and supportive.Salespeople with these two communication styles would be best suited for sales situations in which:

Accepted Answer

A)  the product is simple to understand so the salespeople don't have to spend much time with potential clients 
B)  the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client 
C)  the customers understand the low dominance of the salespeople and are willing to work with them despite their communication differences 
D)  the customers are all reflective or supportive communication styles 
E)  the salespeople are not required to have direct contact with potential clients 
A)  the product is simple to understand so the salespeople don't have to spend much time with potential clients 
B)  the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client 
C)  the customers understand the low dominance of the salespeople and are willing to work with them despite their communication differences 
D)  the customers are all reflective or supportive communication styles 
E)  the salespeople are not required to have direct contact with potential clients

Question 12

Gavin's position at Pharma-Tech involves purchasing complex manufacturing components,making decisions based on technical data,and creating detailed,scientific reports.Tanya,the sales representative assigned to work with Gavin,has experienced difficulties in the past when attempting to communicate with Gavin,who is precise,aloof,serious,and disciplined.Which of the following would most likely help Tanya build a relationship with Gavin?

Accepted Answer

A)  Tanya should use both verbal and nonverbal communication styles to keep Gavin engaged in the sales presentation. 
B)  Tanya should express great enthusiasm for the products she sells and ask Gavin many questions to draw him into the presentation. 
C)  Tanya should give a quick-paced presentation and attempt to close the sale quickly to prevent wasting too much of Gavin's time. 
D)  Tanya should take time to learn about Gavin's personal and work life before giving a brief overview of the product she is selling. 
E)  Tanya should give a well-organized presentation with extensive documentation and avoid pressuring Gavin to make a quick decision. 
A)  Tanya should use both verbal and nonverbal communication styles to keep Gavin engaged in the sales presentation. 
B)  Tanya should express great enthusiasm for the products she sells and ask Gavin many questions to draw him into the presentation. 
C)  Tanya should give a quick-paced presentation and attempt to close the sale quickly to prevent wasting too much of Gavin's time. 
D)  Tanya should take time to learn about Gavin's personal and work life before giving a brief overview of the product she is selling. 
E)  Tanya should give a well-organized presentation with extensive documentation and avoid pressuring Gavin to make a quick decision.

Question 13

Jared James is a top salesperson at a leading manufacturer of agricultural machinery parts.He is a classic directive: decisive,fact-oriented,direct,and focused on closing the deal.He understands the importance of style flexing,however,as not all buyers respond to the directive style.Jared has been thinking about how to approach a new client,Alex Doyle,who is a buyer for a huge combine manufacturer.Alex has a supportive style.What adjustments should Jared make in his usual mode of communicating?

Accepted Answer

A)  Jared should focus more on benefits and less on facts in his sales presentation to Alex. 
B)  Jared should make an effort to develop rapport with Alex and plan for several conversations before he attempts to close the sale. 
C)  Jared should take Alex out for dinner at a high-profile restaurant so they can develop a personal relationship before he begins to talk about the product. 
D)  Jared should be sure he has the facts to back up any claims he makes to Alex, and consider sending Alex the research and quality-control reports before their first meeting so Alex can examine the documentation. 
E)  Jared should hang back to let Alex guide the conversation during sales calls so that Alex doesn't feel overwhelmed by Jared's blunt presentation style. 
A)  Jared should focus more on benefits and less on facts in his sales presentation to Alex. 
B)  Jared should make an effort to develop rapport with Alex and plan for several conversations before he attempts to close the sale. 
C)  Jared should take Alex out for dinner at a high-profile restaurant so they can develop a personal relationship before he begins to talk about the product. 
D)  Jared should be sure he has the facts to back up any claims he makes to Alex, and consider sending Alex the research and quality-control reports before their first meeting so Alex can examine the documentation. 
E)  Jared should hang back to let Alex guide the conversation during sales calls so that Alex doesn't feel overwhelmed by Jared's blunt presentation style.

Question 14

A salesperson is required by his employer to use a script when making a sales presentation.The script includes standard jokes and repeated attempts at relationship-building,plus a rapid close to the sale.The salesperson recognizes that a potential client has a reflective communication style and may be offended by some of the elements in the script.What should the salesperson do?

Accepted Answer

A)  The salesperson should omit the jokes and downplay the relationship-building attempts, while drawing out the close to give the potential client longer to decide. 
B)  The salesperson should abandon the script without telling her manager and be blunt and direct with the potential client. 
C)  The salesperson should double up on the research and facts she presents during the presentation to appeal to the potential client's deliberate side. 
D)  The salesperson should ask her sales manager to come with her to the first sales call so that the potential client knows the company is serious about winning the client's business. 
E)  The salesperson should stick with the script and timing as written, as it's been tested by her manager and has a high rate of success. 
A)  The salesperson should omit the jokes and downplay the relationship-building attempts, while drawing out the close to give the potential client longer to decide. 
B)  The salesperson should abandon the script without telling her manager and be blunt and direct with the potential client. 
C)  The salesperson should double up on the research and facts she presents during the presentation to appeal to the potential client's deliberate side. 
D)  The salesperson should ask her sales manager to come with her to the first sales call so that the potential client knows the company is serious about winning the client's business. 
E)  The salesperson should stick with the script and timing as written, as it's been tested by her manager and has a high rate of success.

Question 15

Adapting to the customer's preferred communication style can enhance sales performance.

Accepted Answer

A) True 
 B)False

Question 16

The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling.It would most likely be harmful to the sales process to have an emotive sales representative if the:

Accepted Answer

A)  customer is low on the sociability continuum 
B)  customer is high on the sociability continuum 
C)  product being sold is viewed as costly by the customer 
D)  product being sold is in the mature stage of the product life cycle 
E)  salesperson engages in style flexing to accommodate the customer's needs 
A)  customer is low on the sociability continuum 
B)  customer is high on the sociability continuum 
C)  product being sold is viewed as costly by the customer 
D)  product being sold is in the mature stage of the product life cycle 
E)  salesperson engages in style flexing to accommodate the customer's needs

Question 17

For each person,one of the four styles is usually:

Accepted Answer

A)  dominant but hidden 
B)  dominant and easily detectable 
C)  dominant and problematic 
D)  recessive and easily detectable 
E)  recessive and transitional 
A)  dominant but hidden 
B)  dominant and easily detectable 
C)  dominant and problematic 
D)  recessive and easily detectable 
E)  recessive and transitional

Question 18

The Platinum Rule is:

Accepted Answer

A)  Do Unto Others As You Would Have Them Do To You 
B)  Do Unto Others As They Want Done Unto Them 
C)  Do Unto Others As You Know You Should 
D)  Ask Others To Do To You As You Would Do To Them 
E)  Ask Others To Do To You As They Would Do To Themselves 
A)  Do Unto Others As You Would Have Them Do To You 
B)  Do Unto Others As They Want Done Unto Them 
C)  Do Unto Others As You Know You Should 
D)  Ask Others To Do To You As You Would Do To Them 
E)  Ask Others To Do To You As They Would Do To Themselves

Question 19

When we move into the excess zone,which of the following usually happens?

Accepted Answer

A)  Stress levels decrease. 
B)  Style flexing decreases. 
C)  Style flexing increases. 
D)  Speech becomes more cautious. 
E)  Speech becomes erratic and slurred. 
A)  Stress levels decrease. 
B)  Style flexing decreases. 
C)  Style flexing increases. 
D)  Speech becomes more cautious. 
E)  Speech becomes erratic and slurred.

Question 20

In the communication-style model,people who fall into zone two display their unique behavior characteristics with less intensity than in zone one.

Accepted Answer

A) True 
 B)False

A customer who displays the reflective communication style can accurately be described as:

The quadrant model of communication styles assumes that most people:

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

If you have a preferred communication style,you will most likely:

When a reflective salesperson moves into the excess zone,he or she is apt to:

Which of the following is a major principle supporting communication style theory?

People who display their emotions with less intensity are said to be in:

Sociability reflects the amount of control we exert over our emotional expressiveness.

________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.

Which of the following is most likely true about our individual communication style?

On the communication style grid,the two communication styles with low dominance are reflective and supportive.Salespeople with these two communication styles would be best suited for sales situations in which:

Adapting to the customer's preferred communication style can enhance sales performance.

The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling.It would most likely be harmful to the sales process to have an emotive sales representative if the:

For each person,one of the four styles is usually:

The Platinum Rule is:

When we move into the excess zone,which of the following usually happens?

In the communication-style model,people who fall into zone two display their unique behavior characteristics with less intensity than in zone one.

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

A customer who displays the reflective communication style can accurately be described as:

The quadrant model of communication styles assumes that most people:

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

If you have a preferred communication style,you will most likely:

When a reflective salesperson moves into the excess zone,he or she is apt to:

Which of the following is a major principle supporting communication style theory?

People who display their emotions with less intensity are said to be in:

Sociability reflects the amount of control we exert over our emotional expressiveness.

________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.

Which of the following is most likely true about our individual communication style?

On the communication style grid,the two communication styles with low dominance are reflective and supportive.Salespeople with these two communication styles would be best suited for sales situations in which:

Adapting to the customer's preferred communication style can enhance sales performance.

The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling.It would most likely be harmful to the sales process to have an emotive sales representative if the:

For each person,one of the four styles is usually:

The Platinum Rule is:

When we move into the excess zone,which of the following usually happens?

In the communication-style model,people who fall into zone two display their unique behavior characteristics with less intensity than in zone one.

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