Question 1

What is the 80-20 listening rule?

Accepted Answer

Salespeople should l

Question 2

A salesperson says,"For the money,you will find no better water reclamation system anywhere!" The customer thinks the salesperson has just told him that his product is cheaply made and only fairly successful at cleaning the water so it can be reused.Part of the miscommunication is caused by the customer's secretary who comes in during the presentation and asks the customer to sign a letter.In terms of the communication process,the salesperson is ____,the customer is _____,and the secretary creates ____.

Accepted Answer

A)  decoding; encoding; feedback 
B)  decoding; creating feedback; noise 
C)  encoding; decoding; feedback 
D)  encoding; decoding; noise 
E)  decoding; encoding; noise 
A)  decoding; encoding; feedback 
B)  decoding; creating feedback; noise 
C)  encoding; decoding; feedback 
D)  encoding; decoding; noise 
E)  decoding; encoding; noise

Question 3

Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:

Accepted Answer

A)  summarizing to provide an overview of what has been said. 
B)  listening to the customer's words from the customer's point of view. 
C)  asking questions to gain a more complete understanding of what the customer is trying to communicate. 
D)  tolerating silence to give the customer time to think. 
E)  none of the above. 
A)  summarizing to provide an overview of what has been said. 
B)  listening to the customer's words from the customer's point of view. 
C)  asking questions to gain a more complete understanding of what the customer is trying to communicate. 
D)  tolerating silence to give the customer time to think. 
E)  none of the above.

Question 4

Michael notices that his prospect begins moving back and forth near the end of his sales presentation.How should Michael interpret this body language?

Accepted Answer

A)  As a sign of doubt 
B)  As a positive sign of interest 
C)  As a sign of boredom 
D)  As a sign that the prospect is agitated 
E)  None of the above 
A)  As a sign of doubt 
B)  As a positive sign of interest 
C)  As a sign of boredom 
D)  As a sign that the prospect is agitated 
E)  None of the above

Question 5

What is decoding?

Accepted Answer

Decoding involves in

Question 6

A primary advantage of e-mail communication is that it makes it easy for salespeople to develop rapport with their customers.

Accepted Answer

A) True 
 B)False

Question 7

What is a word picture?

Accepted Answer

A word picture is a graphic or vivid sto

Question 8

Ursula is in the middle of a serious negotiation with her customer.She is not sure what the customer meant by his last statement.Ursula should _____ in order to verify her customer's intent.

Accepted Answer

A)  start her presentation over from the beginning 
B)  quickly move to a trial close 
C)  restate the customer's comment 
D)  call her sales manager 
E)  all of the above 
A)  start her presentation over from the beginning 
B)  quickly move to a trial close 
C)  restate the customer's comment 
D)  call her sales manager 
E)  all of the above

Question 9

Broader and more vigorous movement indicates that the customer is more emphatic about the point being communicated verbally.

Accepted Answer

A) True 
 B)False

Question 10

In the United States,which of the following body language signals is most positive?

Accepted Answer

A)  Prospect has arms and legs uncrossed. 
B)  Prospect is leaning away from the salesperson. 
C)  Prospect's left hand is clenched in a fist. 
D)  Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E)  Prospect is fidgeting. 
A)  Prospect has arms and legs uncrossed. 
B)  Prospect is leaning away from the salesperson. 
C)  Prospect's left hand is clenched in a fist. 
D)  Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. 
E)  Prospect is fidgeting.

Question 11

Clara has to meet Sandy,her prospect,for a business presentation.Sandy suggests that they meet at a café near her office.As soon as the meeting begins,the café gets very crowded and noisy.They are unable to concentrate on their discussion.Which of the following should Clara do in order to prevent a communication breakdown with the prospect?

Accepted Answer

A)  Continue with the presentation at the café as it has been suggested by the prospect 
B)  Suggest to the prospect that they move to a quieter place 
C)  Speak loudly so that her voice can be heard 
D)  Focus on the use of nonverbal communication to make her presentation 
E)  None of the above 
A)  Continue with the presentation at the café as it has been suggested by the prospect 
B)  Suggest to the prospect that they move to a quieter place 
C)  Speak loudly so that her voice can be heard 
D)  Focus on the use of nonverbal communication to make her presentation 
E)  None of the above

Question 12

Respond to the following statement: "Effective listening is a passive activity."

Accepted Answer

Effective listening is not a passive act

Question 13

A buyer can spot nongenuine nonverbal signals from salespeople.

Accepted Answer

A) True 
 B)False

Question 14

In general,salespeople should begin customer interactions at the public zone.

Accepted Answer

A) True 
 B)False

Question 15

Customers can get irritated if a salesperson overuses the active listening suggestion of repeating information.

Accepted Answer

A) True 
 B)False

Question 16

Concerning workplace attire,an old rule is to dress one level below your position.

Accepted Answer

A) True 
 B)False

Question 17

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect.Which of the following is good advice for a native English speaker,when talking with a prospect for whom English is a second language?

Accepted Answer

A)  Use precise words like "cease" and "pizzazz." 
B)  Use words with alternative meanings like "right." 
C)  Use descriptive expressions like "to put all the eggs in one basket." 
D)  Use action-specific verbs like "press that button." 
E)  Any of the above. 
A)  Use precise words like "cease" and "pizzazz." 
B)  Use words with alternative meanings like "right." 
C)  Use descriptive expressions like "to put all the eggs in one basket." 
D)  Use action-specific verbs like "press that button." 
E)  Any of the above.

Question 18

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)  The customer may accuse the salesperson of backdoor selling. 
C)  The buying center will have multiple gatekeepers. 
D)  Salespeople often become lazy listeners. 
E)  Salespeople will have trouble making appointments with prospects. 
A)  The quality of the salesperson's handshake becomes more important. 
B)  The customer may accuse the salesperson of backdoor selling. 
C)  The buying center will have multiple gatekeepers. 
D)  Salespeople often become lazy listeners. 
E)  Salespeople will have trouble making appointments with prospects.

Question 19

How do salespeople engage in active listening?

Accepted Answer

Suggestions for active listening include

Question 20

Which of the following is a suggestion for active listening?

Accepted Answer

A)  Echo what the prospect has said. 
B)  Summarize the conversation. 
C)  Be quiet while the prospect thinks. 
D)  Concentrate on ideas rather than just words. 
E)  All of the above. 
A)  Echo what the prospect has said. 
B)  Summarize the conversation. 
C)  Be quiet while the prospect thinks. 
D)  Concentrate on ideas rather than just words. 
E)  All of the above.

What is the 80-20 listening rule?

Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:

Michael notices that his prospect begins moving back and forth near the end of his sales presentation.How should Michael interpret this body language?

What is decoding?

A primary advantage of e-mail communication is that it makes it easy for salespeople to develop rapport with their customers.

What is a word picture?

Ursula is in the middle of a serious negotiation with her customer.She is not sure what the customer meant by his last statement.Ursula should _____ in order to verify her customer's intent.

Broader and more vigorous movement indicates that the customer is more emphatic about the point being communicated verbally.

In the United States,which of the following body language signals is most positive?

Respond to the following statement: "Effective listening is a passive activity."

A buyer can spot nongenuine nonverbal signals from salespeople.

In general,salespeople should begin customer interactions at the public zone.

Customers can get irritated if a salesperson overuses the active listening suggestion of repeating information.

Concerning workplace attire,an old rule is to dress one level below your position.

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect.Which of the following is good advice for a native English speaker,when talking with a prospect for whom English is a second language?

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

How do salespeople engage in active listening?

Which of the following is a suggestion for active listening?

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

What is the 80-20 listening rule?

Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:

Michael notices that his prospect begins moving back and forth near the end of his sales presentation.How should Michael interpret this body language?

What is decoding?

A primary advantage of e-mail communication is that it makes it easy for salespeople to develop rapport with their customers.

What is a word picture?

Ursula is in the middle of a serious negotiation with her customer.She is not sure what the customer meant by his last statement.Ursula should _____ in order to verify her customer's intent.

Broader and more vigorous movement indicates that the customer is more emphatic about the point being communicated verbally.

In the United States,which of the following body language signals is most positive?

Respond to the following statement: "Effective listening is a passive activity."

A buyer can spot nongenuine nonverbal signals from salespeople.

In general,salespeople should begin customer interactions at the public zone.

Customers can get irritated if a salesperson overuses the active listening suggestion of repeating information.

Concerning workplace attire,an old rule is to dress one level below your position.

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect.Which of the following is good advice for a native English speaker,when talking with a prospect for whom English is a second language?

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

How do salespeople engage in active listening?

Which of the following is a suggestion for active listening?

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