Question 1

Which of the following statements about appearance as a nonverbal communicator is true?

Accepted Answer

A) A salesperson should always wear professional attire. 
B) It is much better to under dress than to overdress. 
C) Salespeople should attempt to match their style of dress to that of their customers. 
D) In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success. 
E) Successful salespeople wear high-fashion clothing. 
A) A salesperson should always wear professional attire. 
B) It is much better to under dress than to overdress. 
C) Salespeople should attempt to match their style of dress to that of their customers. 
D) In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success. 
E) Successful salespeople wear high-fashion clothing.

Question 2

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

Accepted Answer

A) progressive 
B) personal 
C) public 
D) outreach 
E) intimate 
A) progressive 
B) personal 
C) public 
D) outreach 
E) intimate

Question 3

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

Accepted Answer

A) social 
B) personal 
C) public 
D) business 
E) intimate 
A) social 
B) personal 
C) public 
D) business 
E) intimate

Question 4

What is a customer doing when he or she interprets the meaning of the salesperson's presentation?

Accepted Answer

The answer of What is a customer doing when he...

Question 5

Which of the following body language signals is most positive?

Accepted Answer

A) Prospect has arms and legs uncrossed. 
B) Prospect is leaning away from the salesperson. 
C) Prospect's left hand is clenched in a fist. 
D) Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E) Prospect is fidgeting. 
A) Prospect has arms and legs uncrossed. 
B) Prospect is leaning away from the salesperson. 
C) Prospect's left hand is clenched in a fist. 
D) Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E) Prospect is fidgeting.

Question 6

Which of the following statements about active listening is FALSE?

Accepted Answer

A) Paraphrasing what a prospect says is fine, but never repeat things word for word. 
B) The salesperson should listen to the customer's words from the customer's point of view. 
C) Additional questions can give the salesperson a more complete understanding of what the prospect is trying to communicate. 
D) Tolerating silence gives the customer time to think. 
E) Summarizing provides both the salesperson and the customer with an overview of what has been said. 
A) Paraphrasing what a prospect says is fine, but never repeat things word for word. 
B) The salesperson should listen to the customer's words from the customer's point of view. 
C) Additional questions can give the salesperson a more complete understanding of what the prospect is trying to communicate. 
D) Tolerating silence gives the customer time to think. 
E) Summarizing provides both the salesperson and the customer with an overview of what has been said.

Question 7

Which of the following statements about the effectiveness of the various methods of communications is true?

Accepted Answer

A) E-mail has a high level of response time. 
B) Telephone and face-to-face communications have the same level of response time. 
C) Response time does not determine the effectiveness of communications. 
D) A hand-written letter has a greater level of response time than a telephone conversation. 
E) Response time is unaffected by nonverbal communications. 
A) E-mail has a high level of response time. 
B) Telephone and face-to-face communications have the same level of response time. 
C) Response time does not determine the effectiveness of communications. 
D) A hand-written letter has a greater level of response time than a telephone conversation. 
E) Response time is unaffected by nonverbal communications.

Question 8

A primary advantage of email communication is it allows salespeople to express themselves using their personal style.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Accepted Answer

A) Nothing creates rapport like a smile. 
B) Refrain from blushing during the presentation. 
C) Facial expressions should be natural not rehearsed. 
D) Facial reactions are typically easy to manage. 
E) All of the above statements are good advice for salespeople. 
A) Nothing creates rapport like a smile. 
B) Refrain from blushing during the presentation. 
C) Facial expressions should be natural not rehearsed. 
D) Facial reactions are typically easy to manage. 
E) All of the above statements are good advice for salespeople.

Question 10

Which of the following is NOT part of a salesman's voice characteristics?

Accepted Answer

A) his hand gestures 
B) the speed with which he speaks 
C) how loudly he speaks 
D) how he articulates his words 
E) his use of inflections at the end of his sentences 
A) his hand gestures 
B) the speed with which he speaks 
C) how loudly he speaks 
D) how he articulates his words 
E) his use of inflections at the end of his sentences

Question 11

If you elect to dress casually, you will need to pay greater attention to your clothes because casual dress is more revealing of your personality and attitude than business attire.

Accepted Answer

A) True 
 B)False

Question 12

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Accepted Answer

A) is ready to end the interview. 
B) wants to place an order. 
C) strongly agrees with what she has said. 
D) strongly disagrees with what she has said. 
E) any of the above 
A) is ready to end the interview. 
B) wants to place an order. 
C) strongly agrees with what she has said. 
D) strongly disagrees with what she has said. 
E) any of the above

Question 13

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

Accepted Answer

A) Take note of how top executives in your firm dress. 
B) Adjust to the geographic region in which you work. 
C) Attempt to match the clothing choices of your typical customers. 
D) If you look well dressed, you'll feel more confident. 
E) Be a leader and wear the latest fashions. 
A) Take note of how top executives in your firm dress. 
B) Adjust to the geographic region in which you work. 
C) Attempt to match the clothing choices of your typical customers. 
D) If you look well dressed, you'll feel more confident. 
E) Be a leader and wear the latest fashions.

Question 14

When salespeople communicate in a high-technology environment, they should:

Accepted Answer

A) always deliver bad news via e-mail. 
B) send daily e-mails to each customer. 
C) use their own style and not try to mimic the style of their customers. 
D) use e-mail to send duplicate messages to all customers. 
E) not do any of the above 
A) always deliver bad news via e-mail. 
B) send daily e-mails to each customer. 
C) use their own style and not try to mimic the style of their customers. 
D) use e-mail to send duplicate messages to all customers. 
E) not do any of the above

Question 15

Which of the following is NOT one of the forms of nonverbal communication?

Accepted Answer

A) body language 
B) appearance 
C) inflection 
D) space 
E) all of the above 
A) body language 
B) appearance 
C) inflection 
D) space 
E) all of the above

Question 16

When making her sales presentation to an important customer, Sarah is frequently interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

Accepted Answer

A) True 
 B)False

Question 17

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

Accepted Answer

A) encoding. 
B) affective stimulation. 
C) perceptualizing. 
D) decoding. 
E) selling. 
A) encoding. 
B) affective stimulation. 
C) perceptualizing. 
D) decoding. 
E) selling.

Question 18

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

Accepted Answer

A) to buy time, so he could determine how to deal with a customer objection 
B) to provide feedback to the customer 
C) to avoid having any lulls in the conversation 
D) to verify that he decoded the customer's message correctly 
E) to summarize the customer's concerns 
A) to buy time, so he could determine how to deal with a customer objection 
B) to provide feedback to the customer 
C) to avoid having any lulls in the conversation 
D) to verify that he decoded the customer's message correctly 
E) to summarize the customer's concerns

Question 19

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Accepted Answer

The salesperson was

Question 20

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

Accepted Answer

A) distraught 
B) encouraged 
C) bored 
D) doubtful 
E) None of the above.Body language does not indicate a customer's feelings. 
A) distraught 
B) encouraged 
C) bored 
D) doubtful 
E) None of the above.Body language does not indicate a customer's feelings.

Which of the following statements about appearance as a nonverbal communicator is true?

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

What is a customer doing when he or she interprets the meaning of the salesperson's presentation?

Which of the following body language signals is most positive?

Which of the following statements about active listening is FALSE?

Which of the following statements about the effectiveness of the various methods of communications is true?

A primary advantage of email communication is it allows salespeople to express themselves using their personal style.

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Which of the following is NOT part of a salesman's voice characteristics?

If you elect to dress casually, you will need to pay greater attention to your clothes because casual dress is more revealing of your personality and attitude than business attire.

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

When salespeople communicate in a high-technology environment, they should:

Which of the following is NOT one of the forms of nonverbal communication?

When making her sales presentation to an important customer, Sarah is frequently interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

Selling and Sales-People

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strength-Ening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 4: Using Communication Principles to Build Relationships

Which of the following statements about appearance as a nonverbal communicator is true?

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

What is a customer doing when he or she interprets the meaning of the salesperson's presentation?

Which of the following body language signals is most positive?

Which of the following statements about active listening is FALSE?

Which of the following statements about the effectiveness of the various methods of communications is true?

A primary advantage of email communication is it allows salespeople to express themselves using their personal style.

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Which of the following is NOT part of a salesman's voice characteristics?

If you elect to dress casually, you will need to pay greater attention to your clothes because casual dress is more revealing of your personality and attitude than business attire.

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

When salespeople communicate in a high-technology environment, they should:

Which of the following is NOT one of the forms of nonverbal communication?

When making her sales presentation to an important customer, Sarah is frequently interrupted by announcements coming through the company's speaker system. Sarah is experiencing noise.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

As the trainee watched the experienced salesperson make a call on a prospective client, the trainee noticed several instances of silence during the presentation. Why didn't the salesperson continue talking during the entire presentation?

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

Selling and Sales-People

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strength-Ening the Presentation

Responding to Objections

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters