Question 1

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  True

Question 2

The scale designed to measure the amount of control we exert over our emotional expressiveness is the:

Accepted Answer

A) communication bias 
B) emotional index 
C) sensitive scale 
D) excess zone 
E) sociability continuum 
A) communication bias 
B) emotional index 
C) sensitive scale 
D) excess zone 
E) sociability continuum E

Question 3

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

Accepted Answer

supportive

Question 4

A customer is rude to the salesperson who calls on her,asks for research and market data to be faxed to her secretary,refuses to take courtesy calls from the salesperson,but places several large orders for the product from the salesperson.What explains this discordant behavior?

Accepted Answer

A) The salesperson represents an inferior product and the customer does not want to purchase it. 
B) The salesperson has used the wrong approach by not spending enough time establishing rapport with the customer by discussing personal details. 
C) The customer is not the ultimate decisionmaker for the account,but is merely receiving information from the salesperson to give to the decisionmaker. 
D) The customer is a Directive who does not want extraneous contact with the salesperson but makes decisions rapidly based on facts and data. 
E) The customer is a Reflective who cannot concentrate if the salesperson interrupts her too often. 
A) The salesperson represents an inferior product and the customer does not want to purchase it. 
B) The salesperson has used the wrong approach by not spending enough time establishing rapport with the customer by discussing personal details. 
C) The customer is not the ultimate decisionmaker for the account,but is merely receiving information from the salesperson to give to the decisionmaker. 
D) The customer is a Directive who does not want extraneous contact with the salesperson but makes decisions rapidly based on facts and data. 
E) The customer is a Reflective who cannot concentrate if the salesperson interrupts her too often.

Question 5

Which of the following is 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 6

Communication-style bias is most likely to occur when which of the following occurs?

Accepted Answer

A) Salespeople have contact with another person whose communication style is different than their own. 
B) Salespeople have problems understanding another person's accent. 
C) Salespeople do not use a standardized vocabulary to describe the product they sell. 
D) Salespeople lack a grasp of social customs of the customer's local culture. 
E) Salespeople talk more quietly than anyone else in the room does. 
A) Salespeople have contact with another person whose communication style is different than their own. 
B) Salespeople have problems understanding another person's accent. 
C) Salespeople do not use a standardized vocabulary to describe the product they sell. 
D) Salespeople lack a grasp of social customs of the customer's local culture. 
E) Salespeople talk more quietly than anyone else in the room does.

Question 7

The Platinum Rule is:

Accepted Answer

A) Do Unto Others As You Would Have Them Do To You 
B) Do Unto Others As They Would Have You Do 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 Would Have You Do 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 8

The psychological continuum and the sociability continuum are combined to form the communication-style model.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

A customer who takes the social initiative in most cases and expresses emotions 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 11

In a selling situation,the Reflective customer wants plenty of facts presented as rapidly as possible.

Accepted Answer

A) True 
 B)False

Question 12

The ________ communication style combines high sociability and high dominance.

Accepted Answer

The answer of The ________ communication style combines high sociability...

Question 13

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 in a way that appeals to all the communication styles simultaneously 
C) send trained communicators to talk to customers 
D) adapt your style to the way the customer communicates 
E) create a corporate policy matching salespeople with customers by communication style 
A) choose customers based on their communication styles 
B) write presentation materials in a way that appeals to all the communication styles simultaneously 
C) send trained communicators to talk to customers 
D) adapt your style to the way the customer communicates 
E) create a corporate policy matching salespeople with customers by communication style

Question 14

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 15

Which of the following are traits that make a person a good,reliable buyer of parts for a large,stable manufacturing firm that could also cause conflict in forming a relationship with a salesperson who has the Emotive communication style?

Accepted Answer

A) directive,passive,sociable,introverted 
B) volatile,persuasive,spontaneous,charismatic 
C) deliberate,research-oriented,hard-working,serious 
D) sensitive,easygoing,kind,passive 
E) impatient,blunt,aggressive,outspoken 
A) directive,passive,sociable,introverted 
B) volatile,persuasive,spontaneous,charismatic 
C) deliberate,research-oriented,hard-working,serious 
D) sensitive,easygoing,kind,passive 
E) impatient,blunt,aggressive,outspoken

Question 16

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 17

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

Accepted Answer

A) Style flexing improves a salesperson's acting skills,which helps the salesperson to persuade reluctant buyers to complete an order by convincing them that the product will fill their needs perfectly. 
B) Paying attention to the customer's communication style helps the salesperson understand the customer's mindset,which helps the salesperson understand the customer's needs even better to offer a product perfectly suited for the customer's needs. 
C) Any time a salesperson can have more contact with a customer,whether it is in the customer's communication style or not,it helps the salesperson create a positive relationship with the customer that will likely result in closing the sale. 
D) Customers are more likely to purchase from salespeople who seem successful,so it is important for salespeople to make sure that their own personal styles are current and in fashion without being flashy. 
E) Style flexing allows a salesperson to divide customers into four groups and write one script for each,so the salesperson can standardize sales calls as much as possible within the four different communication styles. 
A) Style flexing improves a salesperson's acting skills,which helps the salesperson to persuade reluctant buyers to complete an order by convincing them that the product will fill their needs perfectly. 
B) Paying attention to the customer's communication style helps the salesperson understand the customer's mindset,which helps the salesperson understand the customer's needs even better to offer a product perfectly suited for the customer's needs. 
C) Any time a salesperson can have more contact with a customer,whether it is in the customer's communication style or not,it helps the salesperson create a positive relationship with the customer that will likely result in closing the sale. 
D) Customers are more likely to purchase from salespeople who seem successful,so it is important for salespeople to make sure that their own personal styles are current and in fashion without being flashy. 
E) Style flexing allows a salesperson to divide customers into four groups and write one script for each,so the salesperson can standardize sales calls as much as possible within the four different communication styles.

Question 18

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Accepted Answer

A) True 
 B)False

Question 19

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 put off by some of the elements in the script.What can the salesperson do?

Accepted Answer

A) The salesperson can gloss over or 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 can abandon the script without telling her manager and be blunt and direct with the potential client. 
C) The salesperson can 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,no matter what the communication style of the potential client is. 
A) The salesperson can gloss over or 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 can abandon the script without telling her manager and be blunt and direct with the potential client. 
C) The salesperson can 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,no matter what the communication style of the potential client is.

Question 20

Relative to Americans,Canadians are more likely to be:

Accepted Answer

A) passive and stiff 
B) happy and casual 
C) sociable and casual 
D) educated and formal 
E) bilingual and formal 
A) passive and stiff 
B) happy and casual 
C) sociable and casual 
D) educated and formal 
E) bilingual and formal

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

The scale designed to measure the amount of control we exert over our emotional expressiveness is the:

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

A customer is rude to the salesperson who calls on her,asks for research and market data to be faxed to her secretary,refuses to take courtesy calls from the salesperson,but places several large orders for the product from the salesperson.What explains this discordant behavior?

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

Communication-style bias is most likely to occur when which of the following occurs?

The Platinum Rule is:

The psychological continuum and the sociability continuum are combined to form the communication-style model.

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

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

In a selling situation,the Reflective customer wants plenty of facts presented as rapidly as possible.

The ________ communication style combines high sociability and high dominance.

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

Which of the following are traits that make a person a good,reliable buyer of parts for a large,stable manufacturing firm that could also cause conflict in forming a relationship with a salesperson who has the Emotive communication style?

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

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Relative to Americans,Canadians are more likely to be:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Creating Value With a Relationship Strategy

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

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 4: Communication Styles: a Key to Adaptive Selling Today

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

The scale designed to measure the amount of control we exert over our emotional expressiveness is the:

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

A customer is rude to the salesperson who calls on her,asks for research and market data to be faxed to her secretary,refuses to take courtesy calls from the salesperson,but places several large orders for the product from the salesperson.What explains this discordant behavior?

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

Communication-style bias is most likely to occur when which of the following occurs?

The Platinum Rule is:

The psychological continuum and the sociability continuum are combined to form the communication-style model.

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

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

In a selling situation,the Reflective customer wants plenty of facts presented as rapidly as possible.

The ________ communication style combines high sociability and high dominance.

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

Which of the following are traits that make a person a good,reliable buyer of parts for a large,stable manufacturing firm that could also cause conflict in forming a relationship with a salesperson who has the Emotive communication style?

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

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Relative to Americans,Canadians are more likely to be:

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Creating Value With a Relationship Strategy

Ethics: the Foundation for Relationships in Selling

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying a Prospect Base

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Demonstration

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