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

Lee sells industrial-sized refrigeration units. Her prospective buyer's face looks tense, and his forehead is wrinkled. The buyer is avoiding looking at Lee's eyes and he has his arms crossed over his chest. Lee should:

_____ is the reception and translation of information by the receiver.

A salesperson can change caution signals into agreement signals by speeding up a planned presentation.

What is an acceptance signal? Provide a few examples of actions that could be acceptance signals.

Active listening is the easiest type of listening for a novice salesperson.

Salespeople should concentrate more on nonverbal cues that are part of a cluster or pattern rather than isolated gestures.

As she listens to her customer, Denise refrains from evaluating the message and considers the customer's point of view. Denise is engaged in _____ listening.

What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?

International protocol for handshaking dictates that it is appropriate to:

A salesperson who receives caution and disagreement signals should ask the prospect open-ended questions to encourage two-way communication.

Give three examples of probing questions that could be asked by someone selling new cars.

The closest zone a stranger or business acquaintance is normally allowed to enter is called an individual's _____ space.

When engaged in marginal listening, Andrew, the salesperson, focuses on the speaker's words and tries to see the prospects' point of view.

Facial expressions are the most reliable source of acceptance signals.

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

The receiver's reaction to the communication is transmitted to the sender through:

Which of the following best describes Western and Eastern European handshakes?

Even if a salesperson fails to notice the feedback signals being sent by a prospect, feedback has still occurred.

Joel recently attended a seminar on improving listening skills. Because of what he learned at the seminar, he is actively trying to hear what the prospect is saying. However, he is not making an effort to understand the prospect's intent. At what level is Joel listening?