Question 1

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 2

What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

Accepted Answer

A) Decoding 
B) Processing 
C) Encoding 
D) Translating 
E) Receiving 
A) Decoding 
B) Processing 
C) Encoding 
D) Translating 
E) Receiving

Question 3

When Austin asks the CEO of Diamonite about the amount of money he is prepared to spend on an individual hamper,and if the hampers are to be seasonal gifts,Austin is engaging in:

Accepted Answer

A) transactional selling. 
B) source partnering. 
C) investigative selling. 
D) probing. 
E) manipulation. 
A) transactional selling. 
B) source partnering. 
C) investigative selling. 
D) probing. 
E) manipulation.

Question 4

In terms of the basic communication model:

Accepted Answer

A) the customer is the source. 
B) the trial close is the feedback. 
C) there is no noise. 
D) the sales presentation contains the message. 
E) the medium is either verbal or nonverbal,but not both. 
A) the customer is the source. 
B) the trial close is the feedback. 
C) there is no noise. 
D) the sales presentation contains the message. 
E) the medium is either verbal or nonverbal,but not both.

Question 5

Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?

Accepted Answer

A) Emphasize time limitations 
B) Maintain a personal note 
C) Provide ample facts and data 
D) Use a formal outline 
E) Be brief and to the point 
A) Emphasize time limitations 
B) Maintain a personal note 
C) Provide ample facts and data 
D) Use a formal outline 
E) Be brief and to the point

Question 6

Eli is a not-too-successful salesperson who recently attended a seminar on improving listening.As a result of what Eli learned at the seminar,he is actively trying to hear what the prospect is saying.Unfortunately,Eli did not get the whole point of his seminar because he is not making the effort to understand the meaning behind what the prospect actually says.At what level of listening is Eli functioning?

Accepted Answer

A) Marginal listening 
B) Active listening 
C) Borderline listening 
D) Evaluative listening 
E) Peripheral listening 
A) Marginal listening 
B) Active listening 
C) Borderline listening 
D) Evaluative listening 
E) Peripheral listening

Question 7

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

Accepted Answer

A) listening to specific customer needs. 
B) being continuously empathetic. 
C) being enthusiastic about their work. 
D) using proof statements effectively. 
E) being aggressively persuasive. 
A) listening to specific customer needs. 
B) being continuously empathetic. 
C) being enthusiastic about their work. 
D) using proof statements effectively. 
E) being aggressively persuasive.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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 10

The source of communication in a sales presentation is the producer/manufacturer.

Accepted Answer

A) True 
 B)False

Question 11

When making a sales presentation to a group of buyers,the salesperson typically occupies which space zone?

Accepted Answer

A) Impersonal 
B) Public 
C) Social 
D) Personal 
E) Consensual 
A) Impersonal 
B) Public 
C) Social 
D) Personal 
E) Consensual

Question 12

Robert Moss has a very extroverted personality.When he calls on customers,he customarily leans on their desks,uses part of their desks to hold their presentation material,and will sometimes rearrange customers' desks for his own comfort.When Robert walks around a prospect's desk to give them a hug,Robert is most likely guilty of:

Accepted Answer

A) territorial trespassing. 
B) corporate nesting. 
C) space invasion. 
D) area constriction. 
E) situational distortion. 
A) territorial trespassing. 
B) corporate nesting. 
C) space invasion. 
D) area constriction. 
E) situational distortion.

Question 13

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

Accepted Answer

Students' answers will vary based on the

Question 14

All of the following are true of feedback during a sales presentation EXCEPT that it:

Accepted Answer

A) can be obtained by asking probing questions. 
B) requires the salesperson to receive and decode it. 
C) must often be sought during a presentation. 
D) refers to a recognizable response from the buyer. 
E) requires a verbal response for clarification. 
A) can be obtained by asking probing questions. 
B) requires the salesperson to receive and decode it. 
C) must often be sought during a presentation. 
D) refers to a recognizable response from the buyer. 
E) requires a verbal response for clarification.

Question 15

"Can you really create culturally-sensitive baskets that will not offend any of our customers?" the CEO asked after listening to Austin's sales presentation.The CEO's question is an example of:

Accepted Answer

A) observation. 
B) feedback. 
C) noise. 
D) decoding. 
E) transfer. 
A) observation. 
B) feedback. 
C) noise. 
D) decoding. 
E) transfer.

Question 16

Empathy is defined as the:

Accepted Answer

A) ability to ignore conflicting communication signals. 
B) method used to respond to buyer feedback. 
C) ability to identify and understand the other person's feelings,ideas,and situation. 
D) ability to change a person's belief,position,or course of action. 
E) gathering of information and uncovering customer needs by using one or more questions. 
A) ability to ignore conflicting communication signals. 
B) method used to respond to buyer feedback. 
C) ability to identify and understand the other person's feelings,ideas,and situation. 
D) ability to change a person's belief,position,or course of action. 
E) gathering of information and uncovering customer needs by using one or more questions.

Question 17

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

Accepted Answer

A thinker places high value on logic,ide

Question 18

As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be the best one to try?

Accepted Answer

A) Continue with the visual aid portion of the planned presentation 
B) Ask closed-ended questions to increase the buyer's involvement 
C) Depart from the planned presentation 
D) Speed up the presentation 
E) Request a purchase order 
A) Continue with the visual aid portion of the planned presentation 
B) Ask closed-ended questions to increase the buyer's involvement 
C) Depart from the planned presentation 
D) Speed up the presentation 
E) Request a purchase order

Question 19

In the basic communication model,what is the designation used for the sales presentation itself?

Accepted Answer

The answer of In the basic communication model,what is the...

Question 20

Hearing means getting meaning from sounds.

Accepted Answer

A) True 
 B)False

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 the salesperson doing when he translates the ideas and concepts contained in his mind into words?

When Austin asks the CEO of Diamonite about the amount of money he is prepared to spend on an individual hamper,and if the hampers are to be seasonal gifts,Austin is engaging in:

In terms of the basic communication model:

Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

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

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

The source of communication in a sales presentation is the producer/manufacturer.

When making a sales presentation to a group of buyers,the salesperson typically occupies which space zone?

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

All of the following are true of feedback during a sales presentation EXCEPT that it:

"Can you really create culturally-sensitive baskets that will not offend any of our customers?" the CEO asked after listening to Austin's sales presentation.The CEO's question is an example of:

Empathy is defined as the:

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be the best one to try?

In the basic communication model,what is the designation used for the sales presentation itself?

Hearing means getting meaning from sounds.

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

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 the salesperson doing when he translates the ideas and concepts contained in his mind into words?

When Austin asks the CEO of Diamonite about the amount of money he is prepared to spend on an individual hamper,and if the hampers are to be seasonal gifts,Austin is engaging in:

In terms of the basic communication model:

Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?

Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

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

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

The source of communication in a sales presentation is the producer/manufacturer.

When making a sales presentation to a group of buyers,the salesperson typically occupies which space zone?

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

All of the following are true of feedback during a sales presentation EXCEPT that it:

"Can you really create culturally-sensitive baskets that will not offend any of our customers?" the CEO asked after listening to Austin's sales presentation.The CEO's question is an example of:

Empathy is defined as the:

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be the best one to try?

In the basic communication model,what is the designation used for the sales presentation itself?

Hearing means getting meaning from sounds.

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