Question 1

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

Accepted Answer

A) True 
 B)False

Question 2

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Accepted Answer

A) True 
 B)False

Question 3

Persuasion is defined as:

Accepted Answer

A)  a means of creating an immediate erosion of territorial space. 
B)  a coercive motivational tool used to change public interests. 
C)  the ability to change a person's belief, position, or course of action. 
D)  an unethical tool for handling legitimate objections. 
E)  the ability to create supply and demand. 
A)  a means of creating an immediate erosion of territorial space. 
B)  a coercive motivational tool used to change public interests. 
C)  the ability to change a person's belief, position, or course of action. 
D)  an unethical tool for handling legitimate objections. 
E)  the ability to create supply and demand.

Question 4

According to self-concept theory,which term refers to how people see themselves?

Accepted Answer

A)  Real self 
B)  Self-image 
C)  True self 
D)  Ideal self 
E)  Looking-glass self 
A)  Real self 
B)  Self-image 
C)  True self 
D)  Ideal self 
E)  Looking-glass self

Question 5

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Accepted Answer

A) True 
 B)False

Question 6

From a communications model perspective,the salesperson in a sales call is the:

Accepted Answer

A)  interpreter. 
B)  dispatcher. 
C)  receiver. 
D)  source. 
E)  decoder. 
A)  interpreter. 
B)  dispatcher. 
C)  receiver. 
D)  source. 
E)  decoder.

Question 7

Maria sells women's accessories.Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation.The prospect's legs are uncrossed,and her arms are relaxed.Maria should:

Accepted Answer

A)  use open-ended questions to determine the buyer's objections. 
B)  stop her planned presentation and reduce sales pressure. 
C)  attempt to close the sale without using the samples. 
D)  continue as planned with the sales presentation. 
E)  accept that the buyer is an unqualified prospect. 
A)  use open-ended questions to determine the buyer's objections. 
B)  stop her planned presentation and reduce sales pressure. 
C)  attempt to close the sale without using the samples. 
D)  continue as planned with the sales presentation. 
E)  accept that the buyer is an unqualified prospect.

Question 8

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

Accepted Answer

A)  caution 
B)  warning 
C)  territorial 
D)  watchfulness 
E)  disagreement 
A)  caution 
B)  warning 
C)  territorial 
D)  watchfulness 
E)  disagreement

Question 9

Which of the following would LEAST likely improve a salesperson's listening skills?

Accepted Answer

A)  Asking questions to clarify meaning 
B)  Watching for nonverbal messages 
C)  Projecting positive nonverbal signals 
D)  Recognizing feelings and emotions 
E)  Focusing on emotion-filled words 
A)  Asking questions to clarify meaning 
B)  Watching for nonverbal messages 
C)  Projecting positive nonverbal signals 
D)  Recognizing feelings and emotions 
E)  Focusing on emotion-filled words

Question 10

International protocol for handshaking dictates that it is appropriate to:

Accepted Answer

A)  avoid initiating handshakes if you are a woman. 
B)  pull your hand away quickly in all cultures. 
C)  give very brief, strong handshakes in Arab countries. 
D)  shake hands three times with Japanese businesspersons. 
E)  shake hands with everyone in the room in all cultures. 
A)  avoid initiating handshakes if you are a woman. 
B)  pull your hand away quickly in all cultures. 
C)  give very brief, strong handshakes in Arab countries. 
D)  shake hands three times with Japanese businesspersons. 
E)  shake hands with everyone in the room in all cultures.

Question 11

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

Accepted Answer

A) True 
 B)False

Question 12

What is an acceptance signal? Provide a few examples of actions that could be acceptance signals.

Accepted Answer

Acceptance signals indicate that your bu

Question 13

Joel recently attended a seminar on improving listening skills.Because of what he learned at the seminar,he is actively trying to hear what the prospect is saying.However,he is not making an effort to understand the prospect's intent.At what level is Joel listening?

Accepted Answer

A)  Evaluative 
B)  Routine 
C)  Dynamic 
D)  Active 
E)  Marginal 
A)  Evaluative 
B)  Routine 
C)  Dynamic 
D)  Active 
E)  Marginal

Question 14

According to the text,MCI salespeople plan questions to ask during sales presentations for the purpose of:

Accepted Answer

A)  assessing verbal and nonverbal feedback about MCI. 
B)  requesting additional information about MCI products. 
C)  gathering statistical information for MCI management. 
D)  providing positive feedback about MCI products to buyers. 
E)  determining how a prospect feels about an MCI competitor. 
A)  assessing verbal and nonverbal feedback about MCI. 
B)  requesting additional information about MCI products. 
C)  gathering statistical information for MCI management. 
D)  providing positive feedback about MCI products to buyers. 
E)  determining how a prospect feels about an MCI competitor.

Question 15

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Accepted Answer

A) True 
 B)False

Question 16

Enthusiasm in sales is the ability to:

Accepted Answer

A)  express a desire for long-term relationships. 
B)  show excitement toward a product or customer. 
C)  turn disagreement signals into acceptance signals. 
D)  understand the other person's feelings and situation. 
E)  change a person's belief, position, or course of action. 
A)  express a desire for long-term relationships. 
B)  show excitement toward a product or customer. 
C)  turn disagreement signals into acceptance signals. 
D)  understand the other person's feelings and situation. 
E)  change a person's belief, position, or course of action.

Question 17

Identify the area that is normally used for a sales presentation.

Accepted Answer

A)  Communal space 
B)  Intimate space 
C)  Social space 
D)  Personal space 
E)  Public space 
A)  Communal space 
B)  Intimate space 
C)  Social space 
D)  Personal space 
E)  Public space

Question 18

Probing questions are intended to assess the buyer's attitude about a sales presentation.

Accepted Answer

A) True 
 B)False

Question 19

The ideal self is how people see themselves,and the looking-glass self refers to how people think others regard them.

Accepted Answer

A) True 
 B)False

Question 20

Discuss the dos and don'ts of handshakes in a business situation.

Accepted Answer

Today,a handshake is considered a reveal

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Persuasion is defined as:

According to self-concept theory,which term refers to how people see themselves?

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

From a communications model perspective,the salesperson in a sales call is the:

Maria sells women's accessories.Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation.The prospect's legs are uncrossed,and her arms are relaxed.Maria should:

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

Which of the following would LEAST likely improve a salesperson's listening skills?

International protocol for handshaking dictates that it is appropriate to:

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

What is an acceptance signal? Provide a few examples of actions that could be acceptance signals.

Joel recently attended a seminar on improving listening skills.Because of what he learned at the seminar,he is actively trying to hear what the prospect is saying.However,he is not making an effort to understand the prospect's intent.At what level is Joel listening?

According to the text,MCI salespeople plan questions to ask during sales presentations for the purpose of:

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Enthusiasm in sales is the ability to:

Identify the area that is normally used for a sales presentation.

Probing questions are intended to assess the buyer's attitude about a sales presentation.

The ideal self is how people see themselves,and the looking-glass self refers to how people think others regard them.

Discuss the dos and don'ts of handshakes in a business situation.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

Exam 5: Communication for Relationship Building: Its Not All Talk

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Persuasion is defined as:

According to self-concept theory,which term refers to how people see themselves?

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

From a communications model perspective,the salesperson in a sales call is the:

Maria sells women's accessories.Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation.The prospect's legs are uncrossed,and her arms are relaxed.Maria should:

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

Which of the following would LEAST likely improve a salesperson's listening skills?

International protocol for handshaking dictates that it is appropriate to:

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

What is an acceptance signal? Provide a few examples of actions that could be acceptance signals.

Joel recently attended a seminar on improving listening skills.Because of what he learned at the seminar,he is actively trying to hear what the prospect is saying.However,he is not making an effort to understand the prospect's intent.At what level is Joel listening?

According to the text,MCI salespeople plan questions to ask during sales presentations for the purpose of:

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Enthusiasm in sales is the ability to:

Identify the area that is normally used for a sales presentation.

Probing questions are intended to assess the buyer's attitude about a sales presentation.

The ideal self is how people see themselves,and the looking-glass self refers to how people think others regard them.

Discuss the dos and don'ts of handshakes in a business situation.

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

The Psychology of Selling: Why People Buy

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters