Deck 4: Communication for Successful Selling: How to Build Relationships

Question 1

Buyers usually react verbally to sales presentations.It is indeed rare for buyers to react nonverbally to a sales presentation.

Answer 1

False

Question 2

Entering a buyer's intimate space before the prospect is ready often will help close the sale.

Answer 2

False

Question 3

It is important for the seller to ensure that they speak frankly to avoid distorting the six messages of the communication process; otherwise, it can cause the buyer to decode the meaning incorrectly.

Answer 3

True

Question 4

As presented in the text, communication in the sales context is NOT an exchange process.

Question 5

The research shows that tone of voice has a bigger impact than verbal cues in communicated messages.

Question 6

It is considered okay to wear a polo shirt or a blouse with a sweater at a sales presentation.

Question 7

According to the text, the tone you use, and the actions and words you choose are all examples of encoding.

Question 8

The basic communication model has seven major elements.

Question 9

John provides Mary with some information about the features and benefits of a product.In this example, John would be considered a medium from a communication perspective.

Question 10

In a normal two-person conversation, less than 35 percent of the social meaning is expressed verbally.

Question 11

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

Question 12

The form of communication during the sales presentation which includes the PowerPoint slides, articles, eye contact, and appearance would be considered a medium element of the communication model.

Question 13

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

Question 14

"Your software can really reduce my expenses by 15 percent!" squealed the buyer to the salesperson's proposal.This buyer reaction is an example of feedback.

Question 15

A "correct" handshake is a function of culture.As an example, a firm handshake in North America has a different meaning than it does in Asia.

Question 16

Salespeople should apply enough cologne or perfume to smell good during the presentation.

Question 17

According to the text, men should dress in conservative business suits preferably in green or brown tones.

Question 18

One-way communication is essential for the salesperson to make the sale.

Question 19

Martha decides to explain the product features to a prospect by telling a story.The process of converting a concept into a story is an example of encoding.

Question 20

Vocal communication includes factors such as pitch, pauses, facial expressions.

Question 21

The KISS acronym stands for "Keep It Systematic, Salesperson."

Question 22

Acceptance signals indicate the buyer is favourably inclined toward your presentation but is hesitant toward you as a presenter - he/she likes the product but is not comfortable with you as a salesperson.

Question 23

A salesperson should always shake hands with their prospect even if they may have sweaty hands due to stress.

Question 24

One of your sales colleagues is taking a client out for a business lunch and asks you for advice on how she can "control" the lunch meeting.You, as an experienced salesperson provide her lots of advice including: "take control and order lunch for your client - this will demonstrate your ability to take charge."

Question 25

According to the text, salespeople should rely only on facial expressions as indicators of acceptance.

Question 26

One way the salesperson can change caution signals into agreement signals is to speed up her planned presentation.

Question 27

A salesperson must often seek feedback because prospect do not always give it voluntarily.

Question 28

When facing disagreement signals, a salesperson should stop the presentation and adapt his/her approach.

Question 29

The term "netiquette" is used to define proper rules and manners for using any sort of communication, (i.e., emails, over the Internet).

Question 30

Many salespeople lose business opportunities because they fail to recognize communication barriers between the salesperson and the potential client.

Question 31

When a salesperson demonstrates empathy, he is in fact seeing the issue from the client's perspective.

Question 32

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

Question 33

Persuasion is the ability to change a person's belief or position toward a product or service.

Question 34

Having a product sample and allowing a client to handle it and use it would be an effective way of conducting a sales presentation to a client you have identified as a kinesthetic learner.

Question 35

When meeting an Indigenous person, it is important to avoid using top-down or authoritative approaches.

Question 36

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

Question 37

The salesperson should NOT allow herself to be distracted by the buyer's body angle because it is meaningless.

Question 38

A vocalized pause occurs when a salesperson stops speaking to answer a question.

Question 39

A prospect can communicate with you without uttering a word.

Question 40

A salesperson makes a presentation to a potential client.During the presentation, the potential client angles her body away from you.This may be indicative of some kind of "blocked communication" issue.

Question 41

When a salesperson listens "behind" the words for the emotional content of a verbal message, he or she is actually listening by using more than just one sense.

Question 42

Which of the following terms in a face-to-face sales meeting embodies the notion of expressions?

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

Question 43

Bob is trying to convince Isabel that his products will be of great value to Isabel's business.What role is Bob playing from a communication model perspective?

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

Question 44

Frank is wishing Happy New Years to all of his clients via WhatsApp.He believes it would be easier to create a group and send a single message to them all.According to the textbook, Frank is following all the texting guidelines.

Question 45

Which of the following terms is defined as the act of transmitting verbal and nonverbal information and understanding between seller and buyer?

A)communication
B)encoding
C)persuasion
D)decoding
E)message-casting

Question 46

The signature in an email should only be used in certain messages.

Question 47

Having the following subject line in an email to a potential client would be considered best practice: "DOUBLE YOU'RE PROFITS IN ONE YEAR!!!!!!"

Question 48

When engaged in marginal listening, Robin refrains from evaluating the message and tries to see the other person's point of view.

Question 49

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

A)decoding
B)processing
C)encoding
D)translating
E)creating a message medium

Question 50

So called "body language" is normally associated with which communication type?

A)verbal
B)nonverbal
C)distorted
D)proactive
E)explicit

Question 51

"Are you sure that your company's software can reduce my inventory costs by 15 percent?" cried the buyer after listening to the salesperson's proposal.Under the communication framework discussed in the text, what would you call the buyer's reaction?

A)a source response
B)feedback
C)noise
D)decoding
E)a communication reversal

Question 52

Social Web offers business a more direct digital path to many of their customers.

Question 53

According to Statista, an online statistics portal, only 25% of the world population is now on social media.

Question 54

Talking and listening together will have no impact on the persuasive skills of a salesperson.

Question 55

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

A)source
B)communication agent
C)presenter
D)recorder
E)decoder

Question 56

When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect.In terms of the communication process, what are these variables called?

A)feedback precipitators
B)encoding tools
C)the medium
D)decoding mechanisms
E)the message

Question 57

According to the textbook, research broke down face-to-face communication into three types of communication messages.Which of the following is one type of the communication messages?

A)Written
B)Visual
C)Facial
D)Interpersonal
E)Formal

Question 58

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

Question 59

After listening to a sales presentation, Henry, the sales prospect, starts the process of trying to understand how his business would be impacted.What is this known as?

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

Question 60

What specific term includes variables such as barriers to communication?

A)feedback
B)encoding
C)the medium
D)decoding
E)noise

Question 61

As the salesperson walks into the purchasing agent's office, she invites the seller to sit in a chair directly across her desk from her.Into which space zone is the salesperson being placed?

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

Question 62

Kevin is currently going through the features, advantages, benefits which are important for his client and is incorporating them into the presentation.Kevin is in what stage of the basic communication model?

A)The decoding process
B)The communicating process
C)The encoding process
D)The medium selection process
E)The receiving process

Question 63

Which of the following is not identified as a major nonverbal communication channel in the text?

A)Handshakes
B)The physical spaces between the buyer and seller
C)Clothing and grooming
D)Body movements
E)Chronemics

Question 64

When speaking with potential customers, Mario often only has a few centimetres of space between himself and his clients.This causes some to feel and act as if they are not comfortable with the space between themselves and Mario.Which of the following terms captures this scenario?

A)territorial space
B)comfortable space
C)secured space
D)individual space
E)protected space

Question 65

According to the text, what is the term used to describe an area that is between 1.5 to 3.5 metres from a person and is the area normally used for sales presentations?

A)social
B)public
C)secured
D)intimate
E)territorial

Question 66

Canadian image and communication experts provide some advice on the proper hair style appropriate for Canadian salespeople.Which of the following choices best fits the advice provided by these experts and referenced in this text?

A)Wear it short to suggest a conservative, professional, and business-like approach.
B)Consider the industry in which you are working and make sure it's neat and non-distracting.
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)Experts suggest you should follow your "heart" - be yourself.

Question 67

Which of the following terms may indicate a buyer is favourably inclined toward a presentation?

A)Recognition
B)Proceed
C)Caution
D)Receptive
E)Acceptance

Question 68

Your buyer is leaning away from you with his arms crossed and displaying a generally neutral facial expression toward your sales presentation.Which term best describes this scenario?

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

Question 69

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?

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

Question 70

Which of the following statements is recommended by the text as a good rule to follow when a salesperson is shaking hands?

A)Always allow the prospect to extend his or her hand first.
B)Fully engage in with the prospect with a vertical hand.
C)Always extend your hand to the prospect first.
D)Use a prolonged handshake to convey your friendliness.
E)Avoid eye contact during the actual handshake; instead look at the prospect's hand.

Question 71

How large an area is encompassed by an individual's personal space?

A)up to one metre
B)0.5 to 1.5 metres
C)2 to 4 metres
D)3 to 6 metres
E)approximately 4.5 metres

Question 72

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

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

Question 73

Raphael is developing a presentation for his client.Which of the following things should he focus on if his goal is to make sure his client retains the information he presents?

A)He should focus on visuals because clients can easily remember what they see
B)He should focus on the text on the slides because clients can easily retain information they read
C)He should focus on what he is saying because clients tend to easily remember the auditory information
D)He should focus on what he is saying along with the visuals because it is easier for clients to recall what was said and what they saw
E)He should focus on the text on the slides and what he is saying because clients find it easier to recall what they read and what was said

Question 74

Natural barriers such as desks or counters often mitigate which of the following potential violation of physical space?

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

Question 75

According to the textbook, there are six messages in the communication process.Which of the following is not one of the messages?

A)What the other person thinks is heard
B)What the other person says about what you said
C)What you think the other person said about what you said
D)What you think the other person said about what they said
E)What the other person hears

Question 76

Amelia is attending a sales meeting in a country where she is noticing that everyone is holding onto her hand for a bit longer than she is used to back in Canada.Which of the following countries could Amelia be visiting?

A)Italy
B)France
C)United States of America
D)Japan
E)Brazil

Question 77

What term would you use to describe the space between a buyer and a seller that should be of respect and if violated, is seen as the most "sensitive zone" by most North Americans?

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

Question 78

Ian was in a meeting with a new client.He felt that everything was going well; however, once he got back to his office his client changed his mind about meeting him anymore.What could be a possible reason for the client to have a change of heart?

A)Ian shook client's hand vertically before the presentation started
B)Ian was mirroring his client during the presentation
C)Ian was overdressed for the presentation
D)Ian wore perfume before his presentation
E)Ian used social space for his presentation

Question 79

A buyer who displays eye contact, has a relaxed overall body demeanour, and exhibits positive facial expressions is often relaying what kind of message to a salesperson?

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

Question 80

Which space is normally used for sales presentations?

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