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

Pharmaceutical companies often quote research studies performed by outstanding physicians at prestigious medical schools to validate claims of product benefits. This is an example of the use of:

_____ is the ability to identify and understand the other person's feelings, ideas, and situation.

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

When a salesperson receives disagreement signals, he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses _____, a good tool of the successful salesperson.

A desk is commonly used to maintain both personal space and social space between buyers and sellers.

Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

What is the difference between hearing and listening? Why is it important for salespeople to do both? How can salespeople encourage buyers to listen?

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

When we are engaged in _____ listening, it is easy to become distracted by emotion-laden words. Instead of listening to the prospect, we may become obsessed with the offensive words and wonder what to do about them.

Which of the following statements about feedback is most likely INCORRECT?

At the _____ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

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

Salespeople should deal with sensers in a factual manner using graphs, models, and samples.

You are creating the preparatory notes and slides for a sales presentation. This is a part of the _____ element in the basic communication model.

Probing questions are intended to assess the buyer's attitude about a sales presentation.

According to the text, which of the following is a true statement regarding business attire?

As you discuss your proposition with your potential buyer, you notice that she is leaning away from you and staring mostly at the paperweight she is fidgeting with. You are receiving _____ signals.

Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.