Question 1

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

Accepted Answer

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

Question 2

The buyer is leaning forward,his arms are relaxed and open,his face is smiling,and his legs are crossed and pointed toward the salesperson.What should the salesperson do?

Accepted Answer

The salesperson should note that these are acceptance signals and continue with his/her planned sales presentation.

Question 3

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. E

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

In order for feedback to be valid,it must be verbal.

Accepted Answer

A) True 
 B)False

Question 8

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's _____ space.

Accepted Answer

A) adjacent 
B) communal 
C) social 
D) personal 
E) public 
A) adjacent 
B) communal 
C) social 
D) personal 
E) public

Question 9

Buyers may project caution signals with puzzled expressions.

Accepted Answer

A) True 
 B)False

Question 10

Arthur Sullivan is a very enthusiastic salesperson.However,when he calls on customers,he usually leans on their desks and rearranges items on their desks to make room for his sales materials.Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

Accepted Answer

A) space threat. 
B) interloper. 
C) territorial assailant. 
D) territorial intruder. 
E) trespasser. 
A) space threat. 
B) interloper. 
C) territorial assailant. 
D) territorial intruder. 
E) trespasser.

Question 11

If the salesperson talks and the buyer only listens,_____ has occurred.

Accepted Answer

A) distortion 
B) hard-sell communication 
C) non-communication 
D) noise 
E) one-way communication 
A) distortion 
B) hard-sell communication 
C) non-communication 
D) noise 
E) one-way communication

Question 12

Communication,in a sales context,is an exchange process.

Accepted Answer

A) True 
 B)False

Question 13

All of the following are techniques for handling disagreement signals EXCEPT:

Accepted Answer

A) stop your planned presentation. 
B) temporarily eliminate any pressure on the person to participate in the conversation. 
C) use indirect questions to determine a buyer's attitudes and beliefs. 
D) project acceptance signals. 
E) let your buyer know you are aware that something upsetting has occurred. 
A) stop your planned presentation. 
B) temporarily eliminate any pressure on the person to participate in the conversation. 
C) use indirect questions to determine a buyer's attitudes and beliefs. 
D) project acceptance signals. 
E) let your buyer know you are aware that something upsetting has occurred.

Question 14

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

Accepted Answer

A) probing. 
B) channel narrowing. 
C) objection refutation. 
D) discriminators. 
E) encoding questions. 
A) probing. 
B) channel narrowing. 
C) objection refutation. 
D) discriminators. 
E) encoding questions.

Question 15

The text describes three levels of listening.The lowest level is _____ listening.

Accepted Answer

A) marginal 
B) evaluative 
C) peripheral 
D) negligible 
E) active 
A) marginal 
B) evaluative 
C) peripheral 
D) negligible 
E) active

Question 16

In terms of the communication process,probing serves to stimulate which of the following?

Accepted Answer

A) Sending 
B) Decoding 
C) Receiving 
D) Feedback 
E) Channeling 
A) Sending 
B) Decoding 
C) Receiving 
D) Feedback 
E) Channeling

Question 17

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock.The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available.The sales representative most likely forgot:

Accepted Answer

A) the L-O-C-A-T-E rule. 
B) the KISS rule. 
C) how to empathize with buyers. 
D) to use proof statements. 
E) to use the SELL sequence. 
A) the L-O-C-A-T-E rule. 
B) the KISS rule. 
C) how to empathize with buyers. 
D) to use proof statements. 
E) to use the SELL sequence.

Question 18

When the buyer is leaning forward or upright during the salesperson's presentation,she is projecting _____ signals.

Accepted Answer

A) disagreement 
B) tolerance 
C) caution 
D) recognition 
E) acceptance 
A) disagreement 
B) tolerance 
C) caution 
D) recognition 
E) acceptance

Question 19

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

Accepted Answer

A) targeting 
B) empathy 
C) selective questioning 
D) probing 
E) problem solving 
A) targeting 
B) empathy 
C) selective questioning 
D) probing 
E) problem solving

Question 20

At the _____ level of listening,the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Accepted Answer

A) intermediate 
B) transitional 
C) marginal 
D) evaluative 
E) active 
A) intermediate 
B) transitional 
C) marginal 
D) evaluative 
E) active

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

The buyer is leaning forward,his arms are relaxed and open,his face is smiling,and his legs are crossed and pointed toward the salesperson.What should the salesperson do?

International protocol for handshaking dictates that it is appropriate to:

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

According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness.

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

In order for feedback to be valid,it must be verbal.

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's _____ space.

Buyers may project caution signals with puzzled expressions.

Arthur Sullivan is a very enthusiastic salesperson.However,when he calls on customers,he usually leans on their desks and rearranges items on their desks to make room for his sales materials.Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

If the salesperson talks and the buyer only listens,_____ has occurred.

Communication,in a sales context,is an exchange process.

All of the following are techniques for handling disagreement signals EXCEPT:

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

The text describes three levels of listening.The lowest level is _____ listening.

In terms of the communication process,probing serves to stimulate which of the following?

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock.The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available.The sales representative most likely forgot:

When the buyer is leaning forward or upright during the salesperson's presentation,she is projecting _____ signals.

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

At the _____ level of listening,the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

The Life, times, and Career of the Professional Salesperson

Ethics Firstthen 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

Filters

Exam 4: Communication for Relationship Building: Its Not All Talk

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

The buyer is leaning forward,his arms are relaxed and open,his face is smiling,and his legs are crossed and pointed toward the salesperson.What should the salesperson do?

International protocol for handshaking dictates that it is appropriate to:

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

According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness.

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

In order for feedback to be valid,it must be verbal.

The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's _____ space.

Buyers may project caution signals with puzzled expressions.

Arthur Sullivan is a very enthusiastic salesperson.However,when he calls on customers,he usually leans on their desks and rearranges items on their desks to make room for his sales materials.Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

If the salesperson talks and the buyer only listens,_____ has occurred.

Communication,in a sales context,is an exchange process.

All of the following are techniques for handling disagreement signals EXCEPT:

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

The text describes three levels of listening.The lowest level is _____ listening.

In terms of the communication process,probing serves to stimulate which of the following?

A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock.The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available.The sales representative most likely forgot:

When the buyer is leaning forward or upright during the salesperson's presentation,she is projecting _____ signals.

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

At the _____ level of listening,the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

The Life, times, and Career of the Professional Salesperson

Ethics Firstthen 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

Filters