Question 1

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

Accepted Answer

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

Question 2

A salesperson notices that a customer looks puzzled,so she 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.

Accepted Answer

A) True 
 B)False

Question 3

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)  none 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)  none of the above.

Question 4

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 _____

Accepted Answer

A)  social zone 
B)  personal zone 
C)  public zone 
D)  receptive zone 
E)  intimate zone 
A)  social zone 
B)  personal zone 
C)  public zone 
D)  receptive zone 
E)  intimate zone

Question 5

During a sales presentation,if a customer's eyes are cast down,it is a strong indication that the customer wants to end the meeting.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Sabrina needs to refrain from speaking after asking a prospect a difficult question.Tolerating silence is often important to allow the customer:

Accepted Answer

A)  time to think. 
B)  an opportunity to end the meeting. 
C)  to shift from the intimate to the social zone. 
D)  to reveal underlying tension. 
E)  to show his or her anxiety. 
A)  time to think. 
B)  an opportunity to end the meeting. 
C)  to shift from the intimate to the social zone. 
D)  to reveal underlying tension. 
E)  to show his or her anxiety.

Question 8

Salespeople can collect information by observing their customers' body language.

Accepted Answer

A) True 
 B)False

Question 9

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

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 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

In the United States,which of the following nonverbal communications indicates that the customer is reacting positively to a salesperson's presentation?

Accepted Answer

A)  Leaning backwards 
B)  Lack of eye contact 
C)  Furrowed brow and pursed lips 
D)  Playing with items on the table or desk 
E)  Leaning forward 
A)  Leaning backwards 
B)  Lack of eye contact 
C)  Furrowed brow and pursed lips 
D)  Playing with items on the table or desk 
E)  Leaning forward

Question 12

Jennifer is a salesperson making her first call on a buyer at a new business.The buyer asks her to take a seat across the desk from him.In terms of the physical distance between Jennifer and the buyer,Jennifer is currently in the _____.

Accepted Answer

A)  social zone 
B)  personal zone 
C)  public zone 
D)  distant zone 
E)  intimate zone 
A)  social zone 
B)  personal zone 
C)  public zone 
D)  distant zone 
E)  intimate zone

Question 13

What is encoding?

Accepted Answer

The translation of t

Question 14

How does noise inhibit communication and how can salespeople overcome it?

Accepted Answer

Communication can be inhibited by the en

Question 15

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. 
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.

Question 16

What is the importance of inflection in communication?

Accepted Answer

Inflection is the tone or pitch of speec

Question 17

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 18

Teresa notices her customer shifting position in his chair.Teresa concludes that 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 19

When the speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

Accepted Answer

A)  analogy 
B)  inflection 
C)  exaggeration 
D)  puffer 
E)  summary 
A)  analogy 
B)  inflection 
C)  exaggeration 
D)  puffer 
E)  summary

Question 20

What is the speaking-listening differential?

Accepted Answer

People can speak at a rate of

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

A salesperson notices that a customer looks puzzled,so she 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.

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

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 _____

During a sales presentation,if a customer's eyes are cast down,it is a strong indication that the customer wants to end the meeting.

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

Sabrina needs to refrain from speaking after asking a prospect a difficult question.Tolerating silence is often important to allow the customer:

Salespeople can collect information by observing their customers' body language.

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

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

In the United States,which of the following nonverbal communications indicates that the customer is reacting positively to a salesperson's presentation?

Jennifer is a salesperson making her first call on a buyer at a new business.The buyer asks her to take a seat across the desk from him.In terms of the physical distance between Jennifer and the buyer,Jennifer is currently in the _____.

What is encoding?

How does noise inhibit communication and how can salespeople overcome it?

Which of the following is a suggestion for active listening?

What is the importance of inflection in communication?

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

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

When the speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

What is the speaking-listening differential?

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

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

A salesperson notices that a customer looks puzzled,so she 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.

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

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 _____

During a sales presentation,if a customer's eyes are cast down,it is a strong indication that the customer wants to end the meeting.

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

Sabrina needs to refrain from speaking after asking a prospect a difficult question.Tolerating silence is often important to allow the customer:

Salespeople can collect information by observing their customers' body language.

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

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

In the United States,which of the following nonverbal communications indicates that the customer is reacting positively to a salesperson's presentation?

Jennifer is a salesperson making her first call on a buyer at a new business.The buyer asks her to take a seat across the desk from him.In terms of the physical distance between Jennifer and the buyer,Jennifer is currently in the _____.

What is encoding?

How does noise inhibit communication and how can salespeople overcome it?

Which of the following is a suggestion for active listening?

What is the importance of inflection in communication?

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

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

When the speaker attempts to draw a parallel between one thing and another,he or she is using a(n)_____.

What is the speaking-listening differential?

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