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

If you enter into a new prospect's _____ space without his/her permission,the prospect may not only find your behavior socially unacceptable,but also possibly offensive.

When we are engaged in _____ listening,it is easy to become distracted by emotion-laden words.Instead of listening to the prospect,we may become obsessed with the offensive words and wonder what to do about them.

As she listens to her customer,Denise refrains from evaluating the message and considers the customer's point of view.Denise is engaged in _____ listening.

What are caution signals? What are some examples of caution signals? Why is it important for a salesperson to recognize and adjust a presentation when a buyer is showing caution signals?

Hearing is the process of deriving meaning from sounds.

In most offices,the salesperson sits directly across the desk from the prospect.This defensive barrier allows the prospect to control much of the conversation and remain safe from:

According to the text,the two skills needed to be an effective sales communicator are:

A distance of up to two feet around an individual is defined as:

Active listening is the easiest type of listening for a novice salesperson.

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency.You notice that Mr.Leon's desk is messy and that his tie is loose.Mr.Leon seems energetic,assertive,and impatient,so you conclude that he is the _____ personality type.

In a communication process,the information conveyed by the salesperson to the prospect in a sales presentation is known as the:

A salesperson can change caution signals into agreement signals by speeding up a planned presentation.

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

A desk is commonly used to maintain both personal space and social space between buyers and sellers.

Lee sells industrial-sized refrigeration units.Her prospective buyer's face looks tense,and his forehead is wrinkled.The buyer is avoiding looking at Lee's eyes and he has his arms crossed over his chest.Lee should:

Which of the following is an acceptance signal?

In a normal two-person conversation,at least 60 percent of the social meaning is expressed verbally.

Self-concept theory asserts that buyers have four images: real self,self-image,ideal self,and looking-glass self.

Facial expressions are the most reliable source of acceptance signals.