Question 1

Discuss the dos and don'ts of handshakes in a business situation.

Accepted Answer

Today, a handshake is considered a revealing gesture. A firm handshake is more intense and is indicative of greater liking and warmer feelings. A prolonged handshake is more intimate than a brief one, and it could cause the customer discomfort, especially in a sales call on a new prospect. A loosely clasped, cold, or limp handshake is usually interpreted as indicating that someone is aloof and unwilling to become involved.
General rules for a successful handshake include extending your hand first. However, a few people may be uncomfortable shaking hands with a stranger and you may want to allow your customer to initiate the gesture. Maintain eye contact with the customer during the handshake, gripping the hand firmly.

Question 2

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process, the description of the drill is the:

Accepted Answer

A)  transcription. 
B)  feedback. 
C)  source. 
D)  message. 
E)  noise. 
A)  transcription. 
B)  feedback. 
C)  source. 
D)  message. 
E)  noise. D

Question 3

When the buyer is leaning forward or upright, the buyer is projecting _____ signals.

Accepted Answer

A)  caution 
B)  disagreement 
C)  acceptance 
D)  inhibitory 
E)  instructive 
A)  caution 
B)  disagreement 
C)  acceptance 
D)  inhibitory 
E)  instructive C

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

The KISS rule advises a salesperson to:

Accepted Answer

A)  ask questions to generate feedback. 
B)  maintain a simple presentation style. 
C)  remember how important empathy is. 
D)  offer persuasive and innovative solutions. 
E)  listen closely to the buyer's initial responses. 
A)  ask questions to generate feedback. 
B)  maintain a simple presentation style. 
C)  remember how important empathy is. 
D)  offer persuasive and innovative solutions. 
E)  listen closely to the buyer's initial responses.

Question 6

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 7

According to the text, MCI salespeople plan questions to ask during sales presentations for the purpose of:

Accepted Answer

A)  assessing verbal and nonverbal feedback about MCI. 
B)  requesting additional information about MCI products. 
C)  gathering statistical information for MCI management. 
D)  providing positive feedback about MCI products to buyers. 
E)  determining how a prospect feels about an MCI competitor. 
A)  assessing verbal and nonverbal feedback about MCI. 
B)  requesting additional information about MCI products. 
C)  gathering statistical information for MCI management. 
D)  providing positive feedback about MCI products to buyers. 
E)  determining how a prospect feels about an MCI competitor.

Question 8

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Accepted Answer

A) True 
 B)False

Question 9

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

Accepted Answer

A)  noise. 
B)  a caution signal. 
C)  negative feedback. 
D)  a disagreement signal. 
E)  an alternate communication channel. 
A)  noise. 
B)  a caution signal. 
C)  negative feedback. 
D)  a disagreement signal. 
E)  an alternate communication channel.

Question 10

In terms of the communication process, probing stimulates 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 11

Briefly explain the three levels of listening.

Accepted Answer

The three levels of listening are: margi

Question 12

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?

Accepted Answer

Caution signals should alert you that bu

Question 13

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

Accepted Answer

A)  caution 
B)  warning 
C)  territorial 
D)  watchfulness 
E)  disagreement 
A)  caution 
B)  warning 
C)  territorial 
D)  watchfulness 
E)  disagreement

Question 14

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

Accepted Answer

A)  source. 
B)  message. 
C)  transcription. 
D)  source credibility. 
E)  channel feedback tool. 
A)  source. 
B)  message. 
C)  transcription. 
D)  source credibility. 
E)  channel feedback tool.

Question 15

Social space, the area that is 2 to 3 feet around a person, is the area normally used for sales presentations.

Accepted Answer

A) True 
 B)False

Question 16

Under _____ listening, listeners are easily distracted by their thoughts; the message is heard, but it does not sink in.

Accepted Answer

A)  dynamic 
B)  subsidiary 
C)  marginal 
D)  evaluative 
E)  active 
A)  dynamic 
B)  subsidiary 
C)  marginal 
D)  evaluative 
E)  active

Question 17

A limp handshake signals aloofness, while a cold fish handshake indicates unfriendliness.

Accepted Answer

A) True 
 B)False

Question 18

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:

Accepted Answer

A)  space hijack. 
B)  territory assault. 
C)  space invasion. 
D)  personal intrusion. 
E)  information overload. 
A)  space hijack. 
B)  territory assault. 
C)  space invasion. 
D)  personal intrusion. 
E)  information overload.

Question 19

Which of the following would LEAST likely improve a salesperson's listening skills?

Accepted Answer

A)  Asking questions to clarify meaning 
B)  Watching for nonverbal messages 
C)  Projecting positive nonverbal signals 
D)  Recognizing feelings and emotions 
E)  Focusing on emotion-filled words 
A)  Asking questions to clarify meaning 
B)  Watching for nonverbal messages 
C)  Projecting positive nonverbal signals 
D)  Recognizing feelings and emotions 
E)  Focusing on emotion-filled words

Question 20

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

Accepted Answer

A)  Intimate 
B)  Communal 
C)  Social 
D)  Personal 
E)  Public 
A)  Intimate 
B)  Communal 
C)  Social 
D)  Personal 
E)  Public

Discuss the dos and don'ts of handshakes in a business situation.

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process, the description of the drill is the:

When the buyer is leaning forward or upright, the buyer is projecting _____ signals.

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

The KISS rule advises a salesperson to:

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

According to the text, MCI salespeople plan questions to ask during sales presentations for the purpose of:

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

In terms of the communication process, probing stimulates which of the following?

Briefly explain the three levels of 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?

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

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

Social space, the area that is 2 to 3 feet around a person, is the area normally used for sales presentations.

Under _____ listening, listeners are easily distracted by their thoughts; the message is heard, but it does not sink in.

A limp handshake signals aloofness, while a cold fish handshake indicates unfriendliness.

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:

Which of the following would LEAST likely improve a salesperson's listening skills?

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then 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

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

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

Discuss the dos and don'ts of handshakes in a business situation.

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process, the description of the drill is the:

When the buyer is leaning forward or upright, the buyer is projecting _____ signals.

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

The KISS rule advises a salesperson to:

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

According to the text, MCI salespeople plan questions to ask during sales presentations for the purpose of:

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

In terms of the communication process, probing stimulates which of the following?

Briefly explain the three levels of 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?

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

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

Social space, the area that is 2 to 3 feet around a person, is the area normally used for sales presentations.

Under _____ listening, listeners are easily distracted by their thoughts; the message is heard, but it does not sink in.

A limp handshake signals aloofness, while a cold fish handshake indicates unfriendliness.

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:

Which of the following would LEAST likely improve a salesperson's listening skills?

A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then 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

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters