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

The salesperson was using _____ in her sales presentation when she said,"I was so sorry to hear about the break-in at your warehouse.Is there any way that I can help you deal with this problem?"

Empathy is defined as the ability to:

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

An active listener refrains from evaluating the message and tries to see the other person's point of view.

What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?

The concept of _____ space refers to the area around the self into which a person will not allow another person without consent.

Give three examples of probing questions that could be asked by someone selling new cars.

_____ is the ability to identify and understand the other person's feelings,ideas,and situation.

A senser is a people-oriented individual who is sensitive to people's needs.

Explain the concept of territorial space.Why should salespeople be aware of the physical space between themselves and their prospects?

Even if a salesperson fails to notice the feedback signals being sent by a prospect,feedback has still occurred.

A salesperson who receives caution and disagreement signals should ask the prospect open-ended questions to encourage two-way communication.

Aaron enjoys spending time with customers,often makes spontaneous sales calls,and has a tendency to postpone writing reports.His desk is full of pictures of his many children and grandchildren.What personality type is Aaron?

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

The buyer projects caution signals with a body angle that leans toward the salesperson.

Why is it important for a salesperson to be aware of caution signals?

Pharmaceutical companies often quote research studies performed by outstanding physicians at prestigious medical schools to validate claims of product benefits.This is an example of the use of:

A limp handshake signals aloofness,while a cold fish handshake indicates unfriendliness.

You are creating the preparatory notes and slides for a sales presentation.This is a part of the _____ element in the basic communication model.