Question 1

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 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 ________ communication style combines high sociability and high dominance.

Accepted Answer

emotive

Question 4

Describe the difference between lower dominance and higher dominance.

Accepted Answer

Lower dominance describes people who ten

Question 5

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 6

________ 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 7

________ can be defined as the tendency to control or prevail over others.

Accepted Answer

The answer of ________ can be defined as the tendency...

Question 8

The combination of high dominance and low sociability defines a style known as:

Accepted Answer

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

Question 9

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 10

The four-style communication model described in the text is:

Accepted Answer

A) increasingly used in training programs 
B) applicable only to salespeople in the U.S. 
C) limited in its usefulness in the real world 
D) the basis for developing customer strategies 
E) based on research developed in the last decade 
A) increasingly used in training programs 
B) applicable only to salespeople in the U.S. 
C) limited in its usefulness in the real world 
D) the basis for developing customer strategies 
E) based on research developed in the last decade

Question 11

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

Accepted Answer

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

Question 12

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 13

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 14

A customer who combines low dominance and high sociability displays which of the following styles?

Accepted Answer

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

Question 15

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 16

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 17

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

Accepted Answer

A) True 
 B)False

Question 18

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 19

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 20

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

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

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

The ________ communication style combines high sociability and high dominance.

Describe the difference between lower dominance and higher dominance.

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

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

________ can be defined as the tendency to control or prevail over others.

The combination of high dominance and low sociability defines a style known as:

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

The four-style communication model described in the text is:

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

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

A customer who combines low dominance and high sociability displays which of the following styles?

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

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

The Platinum Rule is:

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

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

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

The ________ communication style combines high sociability and high dominance.

Describe the difference between lower dominance and higher dominance.

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

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

________ can be defined as the tendency to control or prevail over others.

The combination of high dominance and low sociability defines a style known as:

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

The four-style communication model described in the text is:

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

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

A customer who combines low dominance and high sociability displays which of the following styles?

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

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

The Platinum Rule is:

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