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

The appliance salesperson asked the prospect, "What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson, in this case, has used:

Which of the following is an acceptance signal?

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

If you enter into a new prospect's _____ space without his/her permission, the prospect may not only find your behavior socially unacceptable, but also possibly offensive.

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

A distance of up to two feet around an individual is defined as:

Hearing is the process of deriving meaning from sounds.

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Maria sells women's accessories. Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation. The prospect's legs are uncrossed, and her arms are relaxed. Maria should:

From a communications model perspective, the salesperson in a sales call is the:

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

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

A flower distributor asked the Fresh Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Fresh Farms had available. The sales representative most likely forgot to follow the:

Empathy is defined as the ability to:

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." The dentist commented that he has never purchased an MTI drill because they seem overpriced and unreliable. In terms of the communication process, the dentist:

Define communication in a sales context and list the major elements in a basic communication model.

Persuasion is defined as:

When you call on a prospect, your words, visual materials, and body language are all used to communicate with your prospect. With reference to the communication process, these are collectively known as:

Which term refers to gathering information and uncovering customer needs by using one or more questions?

According to the text, sales representatives should dress in conservative business clothes to enhance their effectiveness in a sales situation.