Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

The receiver is the person for whom communication is intended.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Untrained listeners typically retain 75% of a conversation.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Explain the concept of territorial space. Why should salespeople be aware of the physical space between themselves and their prospects?

Accepted Answer

Territorial space refers to the area aro

Question 7

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 8

An active listener refrains from evaluating the message and tries to see the other person's point of view.

Accepted Answer

A) True 
 B)False

Question 9

Why is it important for a salesperson to be aware of caution signals?

Accepted Answer

A)  They indicate blocked communication. 
B)  They usually lead to the next step, which is buyer acceptance. 
C)  They signal the salesperson to speed up the sales presentation. 
D)  They warn the salesperson to close the deal quickly before a competitor does. 
E)  They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer. 
A)  They indicate blocked communication. 
B)  They usually lead to the next step, which is buyer acceptance. 
C)  They signal the salesperson to speed up the sales presentation. 
D)  They warn the salesperson to close the deal quickly before a competitor does. 
E)  They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer.

Question 10

According to the text, the two skills needed to be an effective sales communicator are:

Accepted Answer

A)  requesting and receiving persuasive signals. 
B)  asking and answering open-ended questions. 
C)  organizing and summarizing statistics. 
D)  preparing and presenting information. 
E)  encoding and decoding messages. 
A)  requesting and receiving persuasive signals. 
B)  asking and answering open-ended questions. 
C)  organizing and summarizing statistics. 
D)  preparing and presenting information. 
E)  encoding and decoding messages.

Question 11

Aaron enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Aaron?

Accepted Answer

A)  Senser 
B)  Engineer 
C)  Intuitor 
D)  Feeler 
E)  Thinker 
A)  Senser 
B)  Engineer 
C)  Intuitor 
D)  Feeler 
E)  Thinker

Question 12

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 13

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Accepted Answer

A) True 
 B)False

Question 14

Identify the area that is normally used for a sales presentation.

Accepted Answer

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

Question 15

John Hagen, a veteran appliance salesperson, is in an interview with a potential prospect. As the prospect talks about how more people are renting appliances rather than buying them, Hagen replies, "Really? That's interesting. So how many refrigerators do you want to order?" Hagen is most likely engaged in _____ listening.

Accepted Answer

A)  marginal 
B)  active 
C)  evaluative 
D)  routine 
E)  borderline 
A)  marginal 
B)  active 
C)  evaluative 
D)  routine 
E)  borderline

Question 16

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Accepted Answer

A) True 
 B)False

Question 17

Enthusiasm in sales is the ability to:

Accepted Answer

A)  express a desire for 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 desire for 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 18

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

Accepted Answer

A)  territorial 
B)  adjacent 
C)  secured 
D)  private 
E)  controlled 
A)  territorial 
B)  adjacent 
C)  secured 
D)  private 
E)  controlled

Question 19

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

Accepted Answer

A) True 
 B)False

Question 20

All of the following can help change caution signals into acceptance signals EXCEPT:

Accepted Answer

A)  being positive and enthusiastic. 
B)  changing the planned presentation. 
C)  asking open-ended questions. 
D)  carefully listening to the buyer's message. 
E)  continuing with the presentation. 
A)  being positive and enthusiastic. 
B)  changing the planned presentation. 
C)  asking open-ended questions. 
D)  carefully listening to the buyer's message. 
E)  continuing with the presentation.

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

The receiver is the person for whom communication is intended.

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

Untrained listeners typically retain 75% of a conversation.

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

Explain the concept of territorial space. Why should salespeople be aware of the physical space between themselves and their prospects?

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.

An active listener refrains from evaluating the message and tries to see the other person's point of view.

Why is it important for a salesperson to be aware of caution signals?

According to the text, the two skills needed to be an effective sales communicator are:

Aaron enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Aaron?

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

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Identify the area that is normally used for a sales presentation.

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Enthusiasm in sales is the ability to:

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

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

All of the following can help change caution signals into acceptance signals EXCEPT:

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

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

The receiver is the person for whom communication is intended.

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

Untrained listeners typically retain 75% of a conversation.

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

Explain the concept of territorial space. Why should salespeople be aware of the physical space between themselves and their prospects?

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.

An active listener refrains from evaluating the message and tries to see the other person's point of view.

Why is it important for a salesperson to be aware of caution signals?

According to the text, the two skills needed to be an effective sales communicator are:

Aaron enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Aaron?

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

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Identify the area that is normally used for a sales presentation.

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Enthusiasm in sales is the ability to:

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

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

All of the following can help change caution signals into acceptance signals EXCEPT:

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