Deck 4: Communication for Relationship Building: Its Not All Talk

Question 1

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

Question 5

In order for feedback to be valid, it must be verbal.

Question 6

Buyers may project caution signals with puzzled expressions.

Question 7

The receiver is the person for whom communication is intended.

Question 8

An adaptive salesperson uses his or her actions, communication and behaviors to demonstrate to the buyer that he or she is similar to the buyer and compatible with the buyer.

Question 9

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

Question 10

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

Question 11

The source of communication in a sales presentation is the producer/manufacturer.

Question 12

The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.

Question 13

Communication, in a sales context, is an exchange process.

Question 14

Social space is established in a selling situation when two people shake hands.

Question 15

A prospect can communicate with you without uttering a word.

Question 16

Adaptive selling describes the salesperson's ability to adjust and modify their behaviors to better align with their customers' needs.

Question 17

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

Question 18

Acceptance signals indicate the buyer is favorably inclined toward the presentation.

Question 19

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

Question 20

The conversion by the salesperson of ideas and concepts into language and material is the decoding process.

Question 21

Mirroring or mimicry happens when people take part in similar actions at relatively the same time (i.e. within three to five seconds).

Question 22

Proof statements can add credibility to a sales message.

Question 23

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

Question 24

Hearing means getting meaning from sounds.

Question 25

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

Question 26

Active listening involves trying to see the other person's viewpoint.

Question 27

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

Question 28

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

Question 29

Unless necessary, highly technical presentations should be avoided.

Question 30

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

Question 31

Disagreement signals should be handled by using close-ended questions and projecting acceptance signals.

Question 32

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

Question 33

When engaged in marginal listening, Andrew, the salesperson, refrains from evaluating the message and tries to see the prospects' point of view.

Question 34

________ is the act of transmitting verbal and nonverbal information and understanding between seller and buyer.

A) Communication
B) Empathizing
C) Persuasion
D) Decoding
E) Encoding

Question 35

A salesperson can be more effective in converting his or her ideas into language with an enthusiastic attitude and effective proof statements.

Question 36

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

Question 37

Which of the following is the LEAST likely communication method for building long-term relationships based on the Core Principles of Professional Selling?

A) Asking questions periodically
B) Assessing body language
C) Listening carefully to others
D) Making comments when needed
E) Becoming multi-lingual

Question 38

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

Question 39

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

Question 40

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

Question 41

Which of the following distorts communication between the buyer and the seller?

A) Encoding mechanisms
B) Feedback
C) Decoding tools
D) Noise
E) Caution signals

Question 42

The concept of ________ space refers to the area around the self that a person will not allow another person to enter without consent.

A) territorial
B) adjacent
C) secured
D) personal
E) protected

Question 43

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

A) adjacent
B) communal
C) social
D) personal
E) public

Question 44

When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. These are called:

A) feedback precipitators.
B) encoding tools.
C) mediums.
D) decoding mechanisms.
E) message sources.

Question 45

In a normal two-person conversation, more than 65% of the social meaning of what is communicated is conveyed:

A) by the receiver.
B) nonverbally.
C) in a distorted manner.
D) orally.
E) in written format.

Question 46

What is the term used to describe the reception and translation of information by the receiver?

A) The communication process
B) The message context
C) The encoding process
D) The decoding process
E) The medium selection

Question 47

In the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called:

A) the source context.
B) encoding.
C) the medium.
D) decoding.
E) the message.

Question 48

The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". In the communication process, the description of the golf balls is the:

A) medium.
B) feedback.
C) source.
D) message.
E) decoder.

Question 49

A distance of up to two feet, or about arm's length, around an individual is defined as:

A) controlled space.
B) consensual distance.
C) close space.
D) intimate space.
E) adjacency.

Question 50

The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". The retailer does not understand why the golf balls have tungsten in their core because he is not a golfer himself. In terms of the communication process, this represents a problem with:

A) source context.
B) encoding.
C) the medium.
D) decoding.
E) the message feedback.

Question 51

In terms of the basic communication model:

A) the customer is the source.
B) the trial close is the feedback.
C) there is no noise.
D) the sales presentation contains the message.
E) the medium is either verbal or nonverbal, but not both.

Question 52

Research has found that the majority of face-to-face communication consists of ________ expressions.

A) explicit
B) verbal
C) vocal
D) nonverbal
E) persuasive

Question 53

If you enter into a new prospect's ________ space without the prospect's permission, the prospect may find your behavior socially unacceptable or offensive.

A) adjacent
B) intimate
C) secured
D) public
E) protected

Question 54

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

A) source.
B) dispatcher.
C) presenter.
D) receiver.
E) decoder.

Question 55

Reaction to the communication as transmitted to the sender is known as:

A) medium.
B) feedback.
C) source.
D) message.
E) decoder.

Question 56

If the salesperson talks and the buyer only listens, ________ has occurred.

A) distortion
B) hard-sell communication
C) non-communication
D) noise
E) one-way communication

Question 57

The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said, "I will never use your company's product. It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process, the dentist:

A) encoded the message.
B) created noise.
C) provided feedback.
D) changed the communication channel.
E) altered the communication medium.

Question 58

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

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

Question 59

What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

A) Decoding
B) Processing
C) Encoding
D) Translating
E) Receiving

Question 60

The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers. From a communications model perspective, the retailer is the:

A) source.
B) encoder.
C) communication deliverer.
D) receiver.
E) sender.

Question 61

Which of the following is a caution signal?

A) Leaning forward or upright at attention
B) Direct eye contact
C) Legs crossed and pointed away
D) Negative voice tones
E) Puzzled expression

Question 62

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

A) space threats.
B) territorial assailants.
C) space invasions.
D) territorial intruders.
E) trespassers.

Question 63

Arthur Sullivan is a very enthusiastic salesperson. However, when he calls on customers, he usually leans on their desks and rearranges items on their desks to make room for his sales materials. Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

A) space threat.
B) interloper.
C) territorial assailant.
D) territorial intruder.
E) trespasser.

Question 64

Kelly sells women's accessories. Her prospective buyer is smiling and is eyeing the samples Kelly brought with her to the sales presentation. The buyer's legs are uncrossed, and her arms are relaxed. What should Kelly do?

A) Continue as planned with the sales presentation
B) Use open-ended questions to determine the buyer's objections
C) Stop her planned presentation and reduce sales pressure
D) Thank the buyer for her time and leave
E) Assume the buyer will never enter the conviction stage

Question 65

Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

A) Disagreement
B) Tolerance
C) Caution
D) Acceptance
E) Recognition

Question 66

A chair beside a prospect's desk will typically be in which space zone?

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

Question 67

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

A) Wear it short to suggest a conservative, professional, and business-like approach.
B) Consider the types of customers you will be calling on and select your hairstyle accordingly.
C) Wear it long to show an optimistic outlook on life.
D) Wear your hair at a medium length in order not to offend prospects that prefer long or short hair.
E) Use hair styling products to maintain a stylish appearance.

Question 68

A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

A) space threat.
B) territorial assault.
C) space invasion.
D) personal intrusion.
E) trespassing opportunity.

Question 69

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

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

Question 70

Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

A) Intolerant
B) Caution
C) Disagreement
D) Acceptance
E) Recognition

Question 71

When making a sales presentation to a group of buyers, the salesperson typically occupies which space zone?

A) Impersonal
B) Public
C) Social
D) Personal
E) Consensual

Question 72

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?

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

Question 73

________ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

A) Disagreement
B) Caution
C) Warning
D) Coercion
E) Acceptance

Question 74

Robert Moss has a very extroverted personality. When he calls on customers, he customarily leans on their desks, uses part of their desks to hold their presentation material, and will sometimes rearrange customers' desks for his own comfort. When Robert walks around a prospect's desk to give them a hug, Robert is most likely guilty of:

A) territorial trespassing.
B) corporate nesting.
C) space invasion.
D) area constriction.
E) situational distortion.

Question 75

Caution signals are important to the success of the salesperson because they:

A) may evolve into disagreement signals if not addressed quickly.
B) indicate that the salesperson should stand closer to the prospect.
C) suggest disrespect between the buyer and the salesperson.
D) signal anger and hostility from the prospect.
E) indicate that the presentation is going well.

Question 76

When the buyer is leaning forward or upright during the salesperson's presentation, she is projecting ________ signals.

A) disagreement
B) tolerance
C) caution
D) recognition
E) acceptance

Question 77

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

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

Question 78

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

A) Clothes send a vocal message about the salesperson.
B) Few major corporations still encourage conservative clothing.
C) A salesperson's wardrobe plays a significant factor in sales success.
D) Sporty clothing and business casual are appropriate in most situations.
E) Overly conservative clothing highlights a salesperson's aggressiveness.

Question 79

Imagine that you sell veterinarian products. As you discuss the merit of a new vaccination with a potential buyer, you notice that she is leaning away from you and rearranging objects on her desk. You are receiving ________ signals.

A) mixed
B) disagreement
C) territorial
D) caution
E) defiance

Question 80

A salesperson should begin a presentation in the middle of the ________ distance zone to prevent the prospect from feeling uncomfortable and building negative mental barriers.

A) adjacent
B) intimate
C) social
D) personal
E) communal