Question 1

A prospect can communicate with you without uttering a word.

Accepted Answer

A) True 
 B)False

Question 2

Identify the correct statement about the KISS rule as it applies to salespeople.

Accepted Answer

A) Ask questions to encourage feedback 
B) Remember how important empathy is 
C) Use persuasive powers to the utmost 
D) Maintain a simple presentation style 
E) Listen to buyers' responses 
A) Ask questions to encourage feedback 
B) Remember how important empathy is 
C) Use persuasive powers to the utmost 
D) Maintain a simple presentation style 
E) Listen to buyers' responses

Question 3

When we are engaged in _____ listening,it is easy to become distracted by emotion-laden words.When we hear them,we may become obsessed with the words and wonder what to do about them rather than continue listening.

Accepted Answer

A) marginal 
B) routine 
C) peripheral 
D) evaluative 
E) context-driven 
A) marginal 
B) routine 
C) peripheral 
D) evaluative 
E) context-driven

Question 4

Research has found that the majority of face-to-face communication consists of _____ expressions.

Accepted Answer

A) explicit 
B) verbal 
C) vocal 
D) nonverbal 
E) persuasive 
A) explicit 
B) verbal 
C) vocal 
D) nonverbal 
E) persuasive

Question 5

As James begins to discuss product prices,he notices his prospect has folded his arms across his chest,clenched his hands,and avoided eye contact.James has received _____ signals.

Accepted Answer

A) rejection 
B) disagreement 
C) neutral 
D) caution 
E) defiance 
A) rejection 
B) disagreement 
C) neutral 
D) caution 
E) defiance

Question 6

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children.The salesperson is using:

Accepted Answer

A) decoded response. 
B) source media. 
C) proof statements. 
D) proofs of credibility. 
E) objection eliminators. 
A) decoded response. 
B) source media. 
C) proof statements. 
D) proofs of credibility. 
E) objection eliminators.

Question 7

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

Accepted Answer

A) True 
 B)False

Question 8

What is empathy?

Accepted Answer

The ability to ident

Question 9

People can listen approximately twice as fast as they can talk.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following distorts communication between the buyer and the seller?

Accepted Answer

A) Encoding mechanisms 
B) Feedback 
C) Decoding tools 
D) Noise 
E) Caution signals 
A) Encoding mechanisms 
B) Feedback 
C) Decoding tools 
D) Noise 
E) Caution signals

Question 11

Which of the following is a caution signal?

Accepted Answer

A) Leaning forward or upright at attention 
B) Direct eye contact 
C) Legs crossed and pointed away 
D) Negative voice tones 
E) Puzzled expression 
A) Leaning forward or upright at attention 
B) Direct eye contact 
C) Legs crossed and pointed away 
D) Negative voice tones 
E) Puzzled expression

Question 12

Imagine that you sell veterinarian products.As you discuss the merit of a new vaccination with a potential buyer,you notice that she is leaning away from you and rearranging objects on her desk.You are receiving _____ signals.

Accepted Answer

A) mixed 
B) disagreement 
C) territorial 
D) caution 
E) defiance 
A) mixed 
B) disagreement 
C) territorial 
D) caution 
E) defiance

Question 13

In a normal two-person conversation,more than 65% of the social meaning of what is communicated is conveyed:

Accepted Answer

A) by the receiver. 
B) nonverbally. 
C) in a distorted manner. 
D) orally. 
E) in written format. 
A) by the receiver. 
B) nonverbally. 
C) in a distorted manner. 
D) orally. 
E) in written format.

Question 14

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Accepted Answer

A) True 
 B)False

Question 15

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

Accepted Answer

A) True 
 B)False

Question 16

According to the text,why do MCI salespeople plan questions to ask during sales presentations?

Accepted Answer

A) Determine how a prospect feels about an MCI competitor 
B) Request additional information about MCI products 
C) Gather statistical information for MCI management 
D) Provide positive feedback about MCI to buyers 
E) Assess verbal and nonverbal feedback about MCI 
A) Determine how a prospect feels about an MCI competitor 
B) Request additional information about MCI products 
C) Gather statistical information for MCI management 
D) Provide positive feedback about MCI to buyers 
E) Assess verbal and nonverbal feedback about MCI

Question 17

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers.From a communications model perspective,the retailer is the:

Accepted Answer

A) source. 
B) encoder. 
C) communication deliverer. 
D) receiver. 
E) sender. 
A) source. 
B) encoder. 
C) communication deliverer. 
D) receiver. 
E) sender.

Question 18

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.

Accepted Answer

A) senser 
B) instigator 
C) intuitor 
D) feeler 
E) thinker 
A) senser 
B) instigator 
C) intuitor 
D) feeler 
E) thinker

Question 19

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Accepted Answer

A) True 
 B)False

Question 20

What is the term used to describe the reception and translation of information by the receiver?

Accepted Answer

A) The communication process 
B) The message context 
C) The encoding process 
D) The decoding process 
E) The medium selection 
A) The communication process 
B) The message context 
C) The encoding process 
D) The decoding process 
E) The medium selection

A prospect can communicate with you without uttering a word.

Identify the correct statement about the KISS rule as it applies to salespeople.

When we are engaged in _____ listening,it is easy to become distracted by emotion-laden words.When we hear them,we may become obsessed with the words and wonder what to do about them rather than continue listening.

Research has found that the majority of face-to-face communication consists of _____ expressions.

As James begins to discuss product prices,he notices his prospect has folded his arms across his chest,clenched his hands,and avoided eye contact.James has received _____ signals.

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children.The salesperson is using:

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

What is empathy?

People can listen approximately twice as fast as they can talk.

Which of the following distorts communication between the buyer and the seller?

Which of the following is a caution signal?

Imagine that you sell veterinarian products.As you discuss the merit of a new vaccination with a potential buyer,you notice that she is leaning away from you and rearranging objects on her desk.You are receiving _____ signals.

In a normal two-person conversation,more than 65% of the social meaning of what is communicated is conveyed:

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

According to the text,why do MCI salespeople plan questions to ask during sales presentations?

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers.From a communications model perspective,the retailer is the:

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.

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

What is the term used to describe the reception and translation of information by the receiver?

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

A prospect can communicate with you without uttering a word.

Identify the correct statement about the KISS rule as it applies to salespeople.

When we are engaged in _____ listening,it is easy to become distracted by emotion-laden words.When we hear them,we may become obsessed with the words and wonder what to do about them rather than continue listening.

Research has found that the majority of face-to-face communication consists of _____ expressions.

As James begins to discuss product prices,he notices his prospect has folded his arms across his chest,clenched his hands,and avoided eye contact.James has received _____ signals.

A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children.The salesperson is using:

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

What is empathy?

People can listen approximately twice as fast as they can talk.

Which of the following distorts communication between the buyer and the seller?

Which of the following is a caution signal?

Imagine that you sell veterinarian products.As you discuss the merit of a new vaccination with a potential buyer,you notice that she is leaning away from you and rearranging objects on her desk.You are receiving _____ signals.

In a normal two-person conversation,more than 65% of the social meaning of what is communicated is conveyed:

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

According to the text,why do MCI salespeople plan questions to ask during sales presentations?

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers.From a communications model perspective,the retailer is the:

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.

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

What is the term used to describe the reception and translation of information by the receiver?

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