Question 1

Discuss the importance of nonverbal signals in communication.

Accepted Answer

In addition to asking questions and listening,salespeople can learn a lot from their customers' nonverbal behaviors.When two people communicate with each other,spoken words play a surprisingly small part in the communication process.Words are responsible for only 40 percent of the information people acquire in face-to-face communication.Voice characteristics account for 10 percent of the message received,and the remaining 50 percent comes from nonverbal communications.

Question 2

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)  Both telephone and face-to-face communications have a fast 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)  Both telephone and face-to-face communications have a fast 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. B

Question 3

The muscles around the eyes reveal whether a smile is real or polite.

Accepted Answer

A) True 
 B)False  True

Question 4

Which of the following statements about response time is true?

Accepted Answer

A)  Response time is the time between when the salesperson sends a message and the prospect responds to it. 
B)  E-mail messages have a greater degree of interactivity and thus faster response time than telephone conversations. 
C)  A salesperson should use fax rather than telephone communications because it has a shorter response time. 
D)  Because of nonverbal communications, face-to-face communications have the slowest response time of all communications methods. 
E)  Response time is the time when the prospect is most receptive of the sales message due to the absence of noise. 
A)  Response time is the time between when the salesperson sends a message and the prospect responds to it. 
B)  E-mail messages have a greater degree of interactivity and thus faster response time than telephone conversations. 
C)  A salesperson should use fax rather than telephone communications because it has a shorter response time. 
D)  Because of nonverbal communications, face-to-face communications have the slowest response time of all communications methods. 
E)  Response time is the time when the prospect is most receptive of the sales message due to the absence of noise.

Question 5

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)  Body angle 
A)  Body language 
B)  Appearance 
C)  Inflection 
D)  Space 
E)  Body angle

Question 6

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)  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)  all of the above.

Question 7

As Betty progresses through her sales presentation,she notices that the customer begins to blink his 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 8

Instead of describing the product,a salesperson was listening to a customer speak,while nodding her head and using expressions like,"Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking.The salesperson is:

Accepted Answer

A)  trying to find the appropriate time to close the sale. 
B)  engaging in passive listening. 
C)  engaging in active listening. 
D)  encouraging active speaking. 
E)  none of the above. 
A)  trying to find the appropriate time to close the sale. 
B)  engaging in passive listening. 
C)  engaging in active listening. 
D)  encouraging active speaking. 
E)  none of the above.

Question 9

Robert,a salesperson with a friendly personality,always smiles while delivering presentations to prospective buyers of his product.He says he uses smiling to communicate the idea that he is a friendly,helpful salesperson.In terms of the communication process,translating this idea into a smile is his way of:

Accepted Answer

A)  decoding. 
B)  deceiving. 
C)  encoding. 
D)  encroaching. 
E)  deciding. 
A)  decoding. 
B)  deceiving. 
C)  encoding. 
D)  encroaching. 
E)  deciding.

Question 10

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

Accepted Answer

Body language,space,and appear

Question 11

A contemplative posture during a sales presentation is a negative nonverbal signal.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

The process begins when the sender,eithe

Question 13

Feedback in sales communication can be either verbal or nonverbal.

Accepted Answer

A) True 
 B)False

Question 14

Why is it important to "bite your tongue" at certain times during a sales interaction?

Accepted Answer

The technique of tolerating silences cou

Question 15

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

Accepted Answer

A) True 
 B)False

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

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

Question 18

Salespeople should not send long e-mail messages or large attachments unless the buyer is expecting them.

Accepted Answer

A) True 
 B)False

Question 19

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 20

During phone conversations with prospects,salespeople should avoid silences.

Accepted Answer

A) True 
 B)False

Discuss the importance of nonverbal signals in communication.

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

The muscles around the eyes reveal whether a smile is real or polite.

Which of the following statements about response time is true?

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

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

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

Instead of describing the product,a salesperson was listening to a customer speak,while nodding her head and using expressions like,"Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking.The salesperson is:

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

A contemplative posture during a sales presentation is a negative nonverbal signal.

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

Feedback in sales communication can be either verbal or nonverbal.

Why is it important to "bite your tongue" at certain times during a sales interaction?

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

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.

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:

Salespeople should not send long e-mail messages or large attachments unless the buyer is expecting them.

Shaking hands should:

During phone conversations with prospects,salespeople should avoid silences.

Selling and Salespeople

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

Strengthening 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

Discuss the importance of nonverbal signals in communication.

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

The muscles around the eyes reveal whether a smile is real or polite.

Which of the following statements about response time is true?

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

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

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

Instead of describing the product,a salesperson was listening to a customer speak,while nodding her head and using expressions like,"Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking.The salesperson is:

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

A contemplative posture during a sales presentation is a negative nonverbal signal.

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

Feedback in sales communication can be either verbal or nonverbal.

Why is it important to "bite your tongue" at certain times during a sales interaction?

Physical appearance,specifically dress style,is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

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.

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:

Salespeople should not send long e-mail messages or large attachments unless the buyer is expecting them.

Shaking hands should:

During phone conversations with prospects,salespeople should avoid silences.

Selling and Salespeople

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

Strengthening 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