Question 1

When leaving a voice mail message for a prospect,one should avoid asking for a callback.

Accepted Answer

A) True 
 B)False

Question 2

During face-to-face communication,voice characteristics account for 90 percent of the message received.

Accepted Answer

A) True 
 B)False

Question 3

Hand gestures presented at about the height of the navel help the salesperson come across as truthful.

Accepted Answer

A) True 
 B)False

Question 4

Virginia sees Carl,with whom she attended high school 15 years ago,driving near her in rush hour traffic.She honks and waves to say "hello." Carl,who does not recognize Virginia,thinks the stranger is honking because of the way he changed his lane.Obviously,there is a problem in the way Carl is _____ the message.

Accepted Answer

A)  controlling 
B)  nonverbalizing 
C)  sending 
D)  decoding 
E)  verbalizing 
A)  controlling 
B)  nonverbalizing 
C)  sending 
D)  decoding 
E)  verbalizing

Question 5

Which of the following statements about body language is true in the United States?

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 6

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

Accepted Answer

A)  focused learning. 
B)  presentation protocol. 
C)  active listening. 
D)  dynamic hearing. 
E)  passive listening. 
A)  focused learning. 
B)  presentation protocol. 
C)  active listening. 
D)  dynamic hearing. 
E)  passive listening.

Question 7

Active listening is as important when conversing over the phone as when conversing in person.

Accepted Answer

A) True 
 B)False

Question 8

At critical spots in a sales presentation,a salesperson should present his or her mentally prepared summary.

Accepted Answer

A) True 
 B)False

Question 9

One way to define the speaking-listening differential is to say:

Accepted Answer

A)  active listening makes better speakers. 
B)  customers can listen to words at a rate five times faster than the rate at which salespersons can speak. 
C)  salespeople should speak 80 percent of the time and listen no more than 20 percent of the time. 
D)  speaking divided by listening equals communication. 
E)  articulation equals listening divided by speech rate. 
A)  active listening makes better speakers. 
B)  customers can listen to words at a rate five times faster than the rate at which salespersons can speak. 
C)  salespeople should speak 80 percent of the time and listen no more than 20 percent of the time. 
D)  speaking divided by listening equals communication. 
E)  articulation equals listening divided by speech rate.

Question 10

The 80-20 _____ suggests that salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Accepted Answer

A)  talking model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  listening rule 
E)  word picture-loudness zone 
A)  talking model 
B)  personal-interpersonal differential 
C)  body language agreement model 
D)  listening rule 
E)  word picture-loudness zone

Question 11

Hand gestures can convey significant information to salespeople.When selling in an international environment,salespeople should remember that hand gestures mean:

Accepted Answer

A)  the prospect is ready to end the interview. 
B)  the same thing in all cultures. 
C)  the prospect strongly agrees with what the salesperson has said. 
D)  different things in different cultures. 
E)  the prospect strongly disagrees with what has been said. 
A)  the prospect is ready to end the interview. 
B)  the same thing in all cultures. 
C)  the prospect strongly agrees with what the salesperson has said. 
D)  different things in different cultures. 
E)  the prospect strongly disagrees with what has been said.

Question 12

Many consumers have an image of salespeople as loud,fast-talking people,which are standard active listening characteristics of salespeople.

Accepted Answer

A) True 
 B)False

Question 13

What is social networking? What are the implications of this form of communication for salespeople?

Accepted Answer

Social networking is the use of Web tool

Question 14

In the United States,which of the following nonverbal communications is positive and indicates that 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 15

Which of the following statements about body language is true?

Accepted Answer

A)  One's voice characteristics carry more of the message than body language in face-to-face communication. 
B)  Customers may look away from the salesperson while they actively consider information in the sales presentation. 
C)  Hand gestures have the same meanings in all cultures. 
D)  A person rocking from side-to-side is conveying a positive outlook. 
E)  Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process. 
A)  One's voice characteristics carry more of the message than body language in face-to-face communication. 
B)  Customers may look away from the salesperson while they actively consider information in the sales presentation. 
C)  Hand gestures have the same meanings in all cultures. 
D)  A person rocking from side-to-side is conveying a positive outlook. 
E)  Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Question 16

_____ is the use of Web tools that allow users to share content,interact,and develop communities around similar interests.

Accepted Answer

A)  Electronic speaking-listening differential 
B)  Decoding 
C)  Word picturing 
D)  Social networking 
E)  International communication 
A)  Electronic speaking-listening differential 
B)  Decoding 
C)  Word picturing 
D)  Social networking 
E)  International communication

Question 17

The translation of thoughts into words is called _____.

Accepted Answer

A)  decoding 
B)  interpreting 
C)  encoding 
D)  deciphering 
E)  evaluating 
A)  decoding 
B)  interpreting 
C)  encoding 
D)  deciphering 
E)  evaluating

Question 18

Proper voice mail etiquette involves leaving a clear,concise message that includes a suggested time for a return call.

Accepted Answer

A) True 
 B)False

Question 19

It is late in the day when Reginald calls on his favorite customer from Dallas.The customer is tired but invites him in and sits back with his hands and legs uncrossed.Reginald interprets this body language as:

Accepted Answer

A)  exhaustion. 
B)  positive. 
C)  boredom. 
D)  indifference. 
E)  None of the above. 
A)  exhaustion. 
B)  positive. 
C)  boredom. 
D)  indifference. 
E)  None of the above.

Question 20

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

When leaving a voice mail message for a prospect,one should avoid asking for a callback.

During face-to-face communication,voice characteristics account for 90 percent of the message received.

Hand gestures presented at about the height of the navel help the salesperson come across as truthful.

Which of the following statements about body language is true in the United States?

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

Active listening is as important when conversing over the phone as when conversing in person.

At critical spots in a sales presentation,a salesperson should present his or her mentally prepared summary.

One way to define the speaking-listening differential is to say:

The 80-20 _____ suggests that salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Hand gestures can convey significant information to salespeople.When selling in an international environment,salespeople should remember that hand gestures mean:

Many consumers have an image of salespeople as loud,fast-talking people,which are standard active listening characteristics of salespeople.

What is social networking? What are the implications of this form of communication for salespeople?

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

Which of the following statements about body language is true?

_____ is the use of Web tools that allow users to share content,interact,and develop communities around similar interests.

The translation of thoughts into words is called _____.

Proper voice mail etiquette involves leaving a clear,concise message that includes a suggested time for a return call.

It is late in the day when Reginald calls on his favorite customer from Dallas.The customer is tired but invites him in and sits back with his hands and legs uncrossed.Reginald interprets this body language as:

Salespeople should vary the loudness of their speech:

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 leaving a voice mail message for a prospect,one should avoid asking for a callback.

During face-to-face communication,voice characteristics account for 90 percent of the message received.

Hand gestures presented at about the height of the navel help the salesperson come across as truthful.

Which of the following statements about body language is true in the United States?

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

Active listening is as important when conversing over the phone as when conversing in person.

At critical spots in a sales presentation,a salesperson should present his or her mentally prepared summary.

One way to define the speaking-listening differential is to say:

The 80-20 _____ suggests that salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Hand gestures can convey significant information to salespeople.When selling in an international environment,salespeople should remember that hand gestures mean:

Many consumers have an image of salespeople as loud,fast-talking people,which are standard active listening characteristics of salespeople.

What is social networking? What are the implications of this form of communication for salespeople?

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

Which of the following statements about body language is true?

_____ is the use of Web tools that allow users to share content,interact,and develop communities around similar interests.

The translation of thoughts into words is called _____.

Proper voice mail etiquette involves leaving a clear,concise message that includes a suggested time for a return call.

It is late in the day when Reginald calls on his favorite customer from Dallas.The customer is tired but invites him in and sits back with his hands and legs uncrossed.Reginald interprets this body language as:

Salespeople should vary the loudness of their speech:

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