Question 1

Adapting your communication style to your audience will help you to keep your messages:

Accepted Answer

A) from being misinterpreted. 
B) clear, concise, and audience-appropriate. 
C) consistent with corporate ethical guidelines. 
D) from being excessively long-winded. 
E) all of the above. 
A) from being misinterpreted. 
B) clear, concise, and audience-appropriate. 
C) consistent with corporate ethical guidelines. 
D) from being excessively long-winded. 
E) all of the above.

Question 2

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Accepted Answer

The answer of Gerald walks into a customer's office and...

Question 3

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements describes a problem the speaking-listening differential may cause?

Accepted Answer

A) The quality of the salesperson's handshake becomes more important. 
B) Centralized buying may take the customer firm's buying function out of the salesperson's territory. 
C) The buying center will have multiple gatekeepers. 
D) The salesperson may not know what the prospect wants even after the prospect has told him or her. 
E) Salespeople will have trouble making appointments with prospects. 
A) The quality of the salesperson's handshake becomes more important. 
B) Centralized buying may take the customer firm's buying function out of the salesperson's territory. 
C) The buying center will have multiple gatekeepers. 
D) The salesperson may not know what the prospect wants even after the prospect has told him or her. 
E) Salespeople will have trouble making appointments with prospects.

Question 5

Which of the following is a suggestion for active listening?

Accepted Answer

A) Avoid repeating the same information. 
B) Never summarize information already provided. 
C) Do not embarrass the customer by rephrasing his or her comments. 
D) Do not allow any moments of silence during the sales pitch. 
E) None of the above is a suggestion for active listening. 
A) Avoid repeating the same information. 
B) Never summarize information already provided. 
C) Do not embarrass the customer by rephrasing his or her comments. 
D) Do not allow any moments of silence during the sales pitch. 
E) None of the above is a suggestion for active listening.

Question 6

Shaking hands should:

Accepted Answer

A) be the prospect's choice. 
B) be the first thing a salesperson does. 
C) only happen the first time a salesperson meets a prospect. 
D) always take place with the prospect seated. 
E) all of the above 
A) be the prospect's choice. 
B) be the first thing a salesperson does. 
C) only happen the first time a salesperson meets a prospect. 
D) always take place with the prospect seated. 
E) all of the above

Question 7

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Accepted Answer

A) focused learning. 
B) presentation protocol. 
C) active listening. 
D) dynamic hearing. 
E) all of the above 
A) focused learning. 
B) presentation protocol. 
C) active listening. 
D) dynamic hearing. 
E) all of the above

Question 8

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Accepted Answer

A) contemplative posture 
B) avoidance of eye contact 
C) playing with items on the desk 
D) shaking head 
E) pursed lips and furrowed brow 
A) contemplative posture 
B) avoidance of eye contact 
C) playing with items on the desk 
D) shaking head 
E) pursed lips and furrowed brow

Question 9

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

Accepted Answer

A) becomes excited since that is a sign of interest by the customer. 
B) becomes concerned because that is a sign the customer is stressed. 
C) becomes excited because it indicates the customer is ready to close the deal. 
D) becomes concerned because it indicates the customer is bored. 
E) all of the above 
A) becomes excited since that is a sign of interest by the customer. 
B) becomes concerned because that is a sign the customer is stressed. 
C) becomes excited because it indicates the customer is ready to close the deal. 
D) becomes concerned because it indicates the customer is bored. 
E) all of the above

Question 10

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Accepted Answer

A) True 
 B)False

Question 11

How do salespeople engage in active listening?

Accepted Answer

By repeating, rephrasing or cl

Question 12

Which of the following statements about body language is true?

Accepted Answer

A) Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing. 
B) Individuals use increased arm movement when they are expressing an opinion. 
C) Open and relaxed hands are a good indicator of boredom. 
D) The meaning of hand gestures is consistent from one culture to another. 
E) Individuals sitting with their legs crossed are sending a message of cooperation and confidence. 
A) Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing. 
B) Individuals use increased arm movement when they are expressing an opinion. 
C) Open and relaxed hands are a good indicator of boredom. 
D) The meaning of hand gestures is consistent from one culture to another. 
E) Individuals sitting with their legs crossed are sending a message of cooperation and confidence.

Question 13

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

Accepted Answer

Without two-way communication, salespeop

Question 14

The personal zone is reserved for a salesperson's supervisors.

Accepted Answer

A) True 
 B)False

Question 15

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Accepted Answer

A) The lips are the most important area of the face to watch to determine if the person is really listening. 
B) When someone stares at you, it indicates a strong desire to please. 
C) Cultural differences exist concerning eye contact between individuals. 
D) The tightening of the facial muscles indicates a strong interest in what is being said. 
E) Eyes cast down indicate that the listener is bored. 
A) The lips are the most important area of the face to watch to determine if the person is really listening. 
B) When someone stares at you, it indicates a strong desire to please. 
C) Cultural differences exist concerning eye contact between individuals. 
D) The tightening of the facial muscles indicates a strong interest in what is being said. 
E) Eyes cast down indicate that the listener is bored.

Question 16

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Accepted Answer

A) cold. 
B) intrusive. 
C) impersonal. 
D) glacial. 
E) unfriendly. 
A) cold. 
B) intrusive. 
C) impersonal. 
D) glacial. 
E) unfriendly.

Question 17

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

Accepted Answer

A) never deliver bad news via e-mail. 
B) avoid "techno-overkill". 
C) make sure the communication is meaningful. 
D) customize their messages. 
E) do all of the above 
A) never deliver bad news via e-mail. 
B) avoid "techno-overkill". 
C) make sure the communication is meaningful. 
D) customize their messages. 
E) do all of the above

Question 18

Salespeople should vary the loudness of their speech:

Accepted Answer

A) to produce recognizable images. 
B) according to the gatekeeper's instructions. 
C) to determine your constant inflection point. 
D) to avoid monotony. 
E) is accurately described by all of the above 
A) to produce recognizable images. 
B) according to the gatekeeper's instructions. 
C) to determine your constant inflection point. 
D) to avoid monotony. 
E) is accurately described by all of the above

Question 19

In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.

Accepted Answer

A) announcing and denouncing 
B) preferring and referring 
C) translating and interpreting 
D) deciphering and depicting 
E) evaluating and influencing 
A) announcing and denouncing 
B) preferring and referring 
C) translating and interpreting 
D) deciphering and depicting 
E) evaluating and influencing

Question 20

To make the point that communications need to be appropriate to the audience receiving them, Kathy showed a group of reading teachers the molecular formula for compounds produced by PKC Pharmaceutical companies. Even though the information was in English, the teachers did not have a clue what it was about. Kathy was using:

Accepted Answer

A) an analogy. 
B) an 80-20 rule diagram. 
C) public zone, and personal zone differentials. 
D) nonverbal communication. 
E) high-inflection culture content. 
A) an analogy. 
B) an 80-20 rule diagram. 
C) public zone, and personal zone differentials. 
D) nonverbal communication. 
E) high-inflection culture content.

Adapting your communication style to your audience will help you to keep your messages:

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Which of the following statements describes a problem the speaking-listening differential may cause?

Which of the following is a suggestion for active listening?

Shaking hands should:

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

How do salespeople engage in active listening?

Which of the following statements about body language is true?

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

The personal zone is reserved for a salesperson's supervisors.

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

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

Salespeople should vary the loudness of their speech:

In two-way communication, encoding and decoding refer to and thoughts and interpretations.

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

Adapting your communication style to your audience will help you to keep your messages:

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Which of the following statements describes a problem the speaking-listening differential may cause?

Which of the following is a suggestion for active listening?

Shaking hands should:

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

How do salespeople engage in active listening?

Which of the following statements about body language is true?

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

The personal zone is reserved for a salesperson's supervisors.

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

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

Salespeople should vary the loudness of their speech:

In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.

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

In two-way communication, encoding and decoding refer to and thoughts and interpretations.