Exam 4: Using Communication Principles to Build Relationships

When making a sales presentation for her firm's production control software, Garrett often compares the difficulty of doing his income taxes without a software program to the difficulty of keeping track of inventory without an effective software system. What is Garrett using in his sales presentation?

What is the speaking-listening differential?

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?

Customers may become annoyed if the salesperson overuses the active listening suggestion of repeating information.

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:

What is active listening? What techniques do active listeners use?

As a professional salesperson should you dress to please yourself? Explain your answer.

What is the 80-20 listening rule?

Instead of describing the product, the salesperson was nodding her head and using expressions like, "Really?" "Uh-huh," and "That's interesting." The salesperson is:

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.

Which of the following is a suggestion for active listening?

Which of the following statements about response time is true?

Describe the two-way flow of information. How can communication break down?

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

The salesperson says, "For the money, you will find no better water reclamation system anywhere!" The customer thinks the salesperson has just told him that his product is cheaply made and only fairly successful at cleaning the water so it can be reused. Part of the miscommunication was caused by the customer's secretary who came in during the presentation and asked the customer to sign a letter. In terms of the communication process, the salesperson was ____, the customer was _____, and the secretary created ____.

What voice characteristics would affect the selling ability of a salesperson?

The salesperson notices the customer's face shows a puzzled look and asks what needs clarification. The customer replies, "I'd like to know more about how you calculated the estimated cost to use this machine." The salesperson then provides the details. This scenario illustrates two-way communication.

Respond to the following statement: "Effective listening is a passive activity."

Carla does not have a demonstration model to show her customer. She will have to describe it. What will Carla create?

Robert smiles a lot when he makes presentations to prospective buyers of his product. He says he uses the smile to communicate the idea he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of: