Question 1

Which of the following statements about listening is most likely true?

Accepted Answer

A) Listening is vital to success in selling 
B) Visual aids play no part in the listening process 
C) People can talk approximately twice as fast as they can listen 
D) Listening refers to the process of trying to detect sounds 
E) Salespeople often believe that their job is to listen rather than to talk 
A) Listening is vital to success in selling 
B) Visual aids play no part in the listening process 
C) People can talk approximately twice as fast as they can listen 
D) Listening refers to the process of trying to detect sounds 
E) Salespeople often believe that their job is to listen rather than to talk

Question 2

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

Accepted Answer

A) space threat. 
B) territorial assault. 
C) space invasion. 
D) personal intrusion. 
E) trespassing opportunity. 
A) space threat. 
B) territorial assault. 
C) space invasion. 
D) personal intrusion. 
E) trespassing opportunity.

Question 3

According to the text,which of the following is a true statement regarding business attire?

Accepted Answer

A) Clothes send a vocal message about the salesperson. 
B) Few major corporations still encourage conservative clothing. 
C) A salesperson's wardrobe plays a significant factor in sales success. 
D) Sporty clothing and business casual are appropriate in most situations. 
E) Overly conservative clothing highlights a salesperson's aggressiveness. 
A) Clothes send a vocal message about the salesperson. 
B) Few major corporations still encourage conservative clothing. 
C) A salesperson's wardrobe plays a significant factor in sales success. 
D) Sporty clothing and business casual are appropriate in most situations. 
E) Overly conservative clothing highlights a salesperson's aggressiveness.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Clearwater Hampers has over 60 models of baskets it uses to create its picnic hampers.In addition,it selects from more than 300 different products for each hamper.Several situational factors determine what style of basket is used and what is placed in the baskets including price,recipients,and whether the basket is a seasonal gift.If Austin were to describe each basket style and each potential product in detail during his sales presentation,he would be guilty of:

Accepted Answer

A) forgetting the SELL process. 
B) breaking the KISS rule. 
C) feedback resistance. 
D) source manipulation. 
E) perceptual excess. 
A) forgetting the SELL process. 
B) breaking the KISS rule. 
C) feedback resistance. 
D) source manipulation. 
E) perceptual excess.

Question 6

Enthusiasm in sales is the ability to:

Accepted Answer

A) express a willingness to create 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 willingness to create 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 7

The two skills to being a good sales communicator are effectively being able to:

Accepted Answer

A) request and receive persuasive signals. 
B) ask and answer open-ended questions. 
C) organize and summarize statistics. 
D) prepare and present information. 
E) encode and decode messages. 
A) request and receive persuasive signals. 
B) ask and answer open-ended questions. 
C) organize and summarize statistics. 
D) prepare and present information. 
E) encode and decode messages.

Question 8

According to the text,an untrained listener will most likely understand and remember ________ of a conversation soon after it occurs.

Accepted Answer

A) 10% 
B) 25% 
C) 50% 
D) 75% 
E) 90% 
A) 10% 
B) 25% 
C) 50% 
D) 75% 
E) 90%

Question 9

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) dynamic 
B) participative 
C) non-routine 
D) active 
E) responsive 
A) dynamic 
B) participative 
C) non-routine 
D) active 
E) responsive

Question 11

The salesperson was using _____ in her sales presentation when she asked,"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?"

Accepted Answer

A) persuasion 
B) communication control 
C) a trial close 
D) acceptance signals 
E) empathy 
A) persuasion 
B) communication control 
C) a trial close 
D) acceptance signals 
E) empathy

Question 12

What is the most common way for two people to touch one another during a business situation?

Accepted Answer

The answer of What is the most common way for...

Question 13

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.These are called:

Accepted Answer

A) feedback precipitators. 
B) encoding tools. 
C) mediums. 
D) decoding mechanisms. 
E) message sources. 
A) feedback precipitators. 
B) encoding tools. 
C) mediums. 
D) decoding mechanisms. 
E) message sources.

Question 14

_____ refers to a statement that substantiates claims made by the salesperson.

Accepted Answer

A) KISS 
B) Feedback assertion 
C) Message allegation 
D) Proof statement 
E) Source credibility 
A) KISS 
B) Feedback assertion 
C) Message allegation 
D) Proof statement 
E) Source credibility

Question 15

Testimonials from satisfied customers would be one way that Austin could establish:

Accepted Answer

A) persuasive ability. 
B) source acceptance. 
C) credibility. 
D) empathy. 
E) active listening. 
A) persuasive ability. 
B) source acceptance. 
C) credibility. 
D) empathy. 
E) active listening.

Question 16

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

Accepted Answer

Space considerations are important to sa

Question 17

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

Accepted Answer

A) territorial 
B) adjacent 
C) secured 
D) personal 
E) protected 
A) territorial 
B) adjacent 
C) secured 
D) personal 
E) protected

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Which of the following statements about determining personality style is true?

Accepted Answer

A) Do not rely on environmental signals 
B) Everyone has a primary personality style 
C) People cannot have all four styles at once 
D) It is easiest to deal with people who exhibit all four personality styles 
E) A person's primary style often remains the same in normal and stress situations 
A) Do not rely on environmental signals 
B) Everyone has a primary personality style 
C) People cannot have all four styles at once 
D) It is easiest to deal with people who exhibit all four personality styles 
E) A person's primary style often remains the same in normal and stress situations

Question 20

What are the four major nonverbal communication channels?

Accepted Answer

The four major nonverbal commu

Which of the following statements about listening is most likely true?

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

According to the text,which of the following is a true statement regarding business attire?

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

Enthusiasm in sales is the ability to:

The two skills to being a good sales communicator are effectively being able to:

According to the text,an untrained listener will most likely understand and remember ________ of a conversation soon after it occurs.

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

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

The salesperson was using _____ in her sales presentation when she asked,"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?"

What is the most common way for two people to touch one another during a business situation?

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.These are called:

_____ refers to a statement that substantiates claims made by the salesperson.

Testimonials from satisfied customers would be one way that Austin could establish:

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

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

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

Which of the following statements about determining personality style is true?

What are the four major nonverbal communication channels?

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

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

Which of the following statements about listening is most likely true?

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

According to the text,which of the following is a true statement regarding business attire?

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

Enthusiasm in sales is the ability to:

The two skills to being a good sales communicator are effectively being able to:

According to the text,an untrained listener will most likely understand and remember ________ of a conversation soon after it occurs.

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

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

The salesperson was using _____ in her sales presentation when she asked,"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?"

What is the most common way for two people to touch one another during a business situation?

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.These are called:

_____ refers to a statement that substantiates claims made by the salesperson.

Testimonials from satisfied customers would be one way that Austin could establish:

Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

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

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

Which of the following statements about determining personality style is true?

What are the four major nonverbal communication channels?

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