Question 1

How should professional salespeople dress? Explain your answer.

Accepted Answer

Physical appearance,specifically dress s

Question 2

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)  A salesperson should listen to a customer's words from the customer's point of view. 
C)  Additional questions can give a salesperson a more complete understanding of what a prospect is trying to communicate. 
D)  Tolerating silence gives a customer time to think. 
E)  Summarizing provides both a salesperson and a 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)  A salesperson should listen to a customer's words from the customer's point of view. 
C)  Additional questions can give a salesperson a more complete understanding of what a prospect is trying to communicate. 
D)  Tolerating silence gives a customer time to think. 
E)  Summarizing provides both a salesperson and a customer with an overview of what has been said.

Question 3

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)  Try pointing fingers to add emphasis to statements. 
D)  Facial reactions are typically easy to manage. 
E)  Staring fixedly at customers is a great way to communicate confidence. 
A)  Nothing creates rapport like a smile. 
B)  Refrain from blushing during the presentation. 
C)  Try pointing fingers to add emphasis to statements. 
D)  Facial reactions are typically easy to manage. 
E)  Staring fixedly at customers is a great way to communicate confidence.

Question 4

Jennifer walks in to her customer's office,and immediately the customer begins talking about his problems both at work and at home.Jennifer had a sales presentation prepared for the customer but,instead listens quietly,asking questions where appropriate and offering support when appropriate.Jennifer is practicing:

Accepted Answer

A)  paraphrasing the customer. 
B)  active listening. 
C)  the body language agreement method. 
D)  the tolerating silence presentation format. 
E)  the low-context-high-context differential. 
A)  paraphrasing the customer. 
B)  active listening. 
C)  the body language agreement method. 
D)  the tolerating silence presentation format. 
E)  the low-context-high-context differential.

Question 5

It is best to deliver bad news to customers via e-mail.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements is good advice for salespeople concerned about proper use of hand gestures in the United States?

Accepted Answer

A)  Avoid dropping your hands down by your sides while presenting and keeping them there. 
B)  Do not expose your palm to your prospect because that gesture sends negative or "stop" signals. 
C)  When making a presentation before a group, keep hand gestures to a minimum so you'll appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to cut their comments short. 
E)  All of the above. 
A)  Avoid dropping your hands down by your sides while presenting and keeping them there. 
B)  Do not expose your palm to your prospect because that gesture sends negative or "stop" signals. 
C)  When making a presentation before a group, keep hand gestures to a minimum so you'll appear confident about your topic. 
D)  Using the hand in a slicing motion signals the other person to cut their comments short. 
E)  All of the above.

Question 7

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

Accepted Answer

A) True 
 B)False

Question 8

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 9

Mirroring is the act of practicing one's own nonverbal signals in front of a mirror.

Accepted Answer

A) True 
 B)False

Question 10

In communications,what are the four distance zones used for?

Accepted Answer

The intimate zone is reserved primarily

Question 11

Slicing hand movements and pointing a finger are mild gestures that should be used frequently during sales presentations.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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 always 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 always wear high-fashion clothing.

Question 14

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute,but he can listen to more than 800 words per minute.

Accepted Answer

A)  active listening 
B)  speaking-listening differential 
C)  lazy tongue syndrome 
D)  the need for indirect questioning 
E)  the need for open-ended questions 
A)  active listening 
B)  speaking-listening differential 
C)  lazy tongue syndrome 
D)  the need for indirect questioning 
E)  the need for open-ended questions

Question 15

In the context of communication,define noise.

Accepted Answer

Noises are sounds unrelated to

Question 16

What is the benefit of repeating information to customers during a sales interaction? What are the drawbacks (if any)of this technique?

Accepted Answer

During a sales interaction,the salespers

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

Question 18

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

Accepted Answer

A)  To engage in passive listening 
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 engage in passive listening 
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

How do the voice characteristics of a salesperson affect communication?

Accepted Answer

A salesperson's delivery of words affect

Question 20

What is active listening? What techniques do active listeners use?

Accepted Answer

Active listening is the process of think

How should professional salespeople dress? Explain your answer.

Which of the following statements about active listening is FALSE?

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

It is best to deliver bad news to customers via e-mail.

Which of the following statements is good advice for salespeople concerned about proper use of hand gestures in the United States?

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

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

Mirroring is the act of practicing one's own nonverbal signals in front of a mirror.

In communications,what are the four distance zones used for?

Slicing hand movements and pointing a finger are mild gestures that should be used frequently during sales presentations.

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

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

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute,but he can listen to more than 800 words per minute.

In the context of communication,define noise.

What is the benefit of repeating information to customers during a sales interaction? What are the drawbacks (if any)of this technique?

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

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

How do the voice characteristics of a salesperson affect communication?

What is active listening? What techniques do active listeners use?

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

How should professional salespeople dress? Explain your answer.

Which of the following statements about active listening is FALSE?

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

It is best to deliver bad news to customers via e-mail.

Which of the following statements is good advice for salespeople concerned about proper use of hand gestures in the United States?

Body movements directed toward a person indicate boredom,apprehension,or possibly anger.

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

Mirroring is the act of practicing one's own nonverbal signals in front of a mirror.

In communications,what are the four distance zones used for?

Slicing hand movements and pointing a finger are mild gestures that should be used frequently during sales presentations.

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

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

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute,but he can listen to more than 800 words per minute.

In the context of communication,define noise.

What is the benefit of repeating information to customers during a sales interaction? What are the drawbacks (if any)of this technique?

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

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

How do the voice characteristics of a salesperson affect communication?

What is active listening? What techniques do active listeners use?

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