Exam 4: Using Communication Principles to Build Relationships

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

In the vignette "Communication is Key in my Business" the medical supply salesman suggests it is important for him to maintain careful and constant communication with:

It is late in the day when Reginald calls on his favorite customer. The customer is tired but invites him in and sits back with his hands and legs open. Reginald interprets this body language as:

What is social networking? What are the implications of this form of communication for salespeople?

In the vignette "Open Lines of Communication, Please" the author asks salespeople to tell him about:

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

When asking questions the salesperson should:

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

How should a salesperson respond when the customer says, "The items I purchased from your company are not being delivered according to the schedule we had agreed to."?

________________ is the use of a variety of Web sites to enhance and maintain contact among users with similar interests.

Social networking focuses on those customers who are also socially important.

One way to define the speaking-listening differential is to say:

What voice characteristics can be used to reduce monotony in a sales presentation?

In which of the four distance zones, do most business transactions occur?

In the opening profile, Azure Barbeau states, "the most important thing to understand when trying to communicate with customers is their nonverbal communication style."

Which of the following statements about body language is true?

Sabrina needs to "bite her tongue" after asking the prospect a difficult question. Tolerating silence is often important to allow the customer:

What do salespeople who use email need to be aware of when writing and sending sales communications?

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.