Deck 4: Communication Styles: a Key to Adaptive Selling Today

Question 1

Sociability reflects the amount of control we exert over our emotional expressiveness.

Answer 1

True

Question 2

Emotive customers are frank,demanding,serious,and opinionated.

Answer 2

False

Question 3

Reflectives in zone two fall within the lowest quartile of the dominance continuum and the highest quartile of the sociability continuum.

Answer 3

False

Question 4

The preapproach is a good time to learn about your customer's communication style.

Question 5

Persons who fall into zone two display their unique behaviour characteristics with less intensity than persons in zone one.

Question 6

Communication style is based on observable behaviours.

Question 7

In a selling situation,the Reflective customer wants plenty of facts presented as rapidly as possible.

Question 8

Communication-style is also referred to as behaviour style or social style.

Question 9

Style flexing is the deliberate attempt to accommodate the needs of your customer.

Question 10

Communication-style is based on a combination of hereditary and environmental factors.

Question 11

Tone of voice can be a clue to identifying a customer's communication style.

Question 12

Style flexing is irrelevant when you are selling to a group.

Question 13

We can expect our most preferred communication style to change gradually throughout life.

Question 14

Style flexing is the responsibility of both the buyer and the seller.

Question 15

All of us display some characteristics of the Emotive,Directive,Reflective,and Supportive communication styles but each of us has one which is more predominant.

Question 16

Our least preferred communication style represents a source of untapped strength that can be used to increase sales.

Question 17

If your customer's most preferred communication style is Directive,you should keep the relationship as business-like as possible.

Question 18

The psychological continuum and sociability continuum are combined to form the communication-style model.

Question 19

People from different cultures have different communication styles.

Question 20

If the prospect's most preferred communication style is Reflective,the salesperson should avoid actions which are too informal.

Question 21

Sally was sure she was going to close a deal with the ABC company president,Mr.Jones.She presented the facts fast and focused,and stuck to business.Mr.Jones wanted to have coffee and inquired how she enjoyed her position.She declined coffee and avoided his question.She did not make the sale because of what communication-style bias?

A)She is an Emotive/he is Supportive
B)She is a Directive/he is a Reflective
C)She is an Emotive/he is Emotive
D)She is a Supporter/he is an Emotive
E)She is a Directive/he is a Supportive

Question 22

The communication-style model is only applicable to the North American culture as it was developed in the United States of America.

Question 23

When a sales person with a Supportive style of communication is dealing with a customer with Emotive communication style she should use adaptive selling.

Question 24

The situation where a sales person is rigid in her communication style and cannot adapt it to suite the customer's style is referred to as communication-style bias.

Question 25

To sell effectively to Emotives,Alyson must:

A)be stiff and formal
B)place a lot of emphasis on facts and details
C)talk about his plans
D)support his own opinions
E)build goodwill and relationships

Question 26

Desmond wants to be able to adapt his communication style in order to accommodate the needs of other people.Desmond is:

A)style flexing
B)flexible
C)friendly
D)accommodating
E)style changing

Question 27

People who are highly sociable tend to:

A)hide their feelings.
B)deny they have feelings.
C)be followers.
D)dislike authority.
E)express their feelings freely.

Question 28

A purchasing agent was overheard saying,"I don't know what it is,but I just don't like that sales representative".The purchasing agent is most likely experiencing:

A)intensity bias.
B)relationship bias.
C)personality conflict bias.
D)emotional intelligence bias.
E)communication-style bias.

Question 29

Cecilia has been described as having an Emotive style.She has:

A)low sociability/low dominance
B)high sociability/low dominance
C)low sociability/high dominance
D)high sociability/high dominance
E)good communication-style flexing ability

Question 30

People with Supportive communication-style use __________ to accomplish tasks.

A)power
B)authority
C)friendly persuasion
D)logical arguments
E)bribes

Question 31

Bob has been described as having a Directive style.Bob has:

A)low dominance/high sociability
B)high dominance/low sociability
C)high dominance/high sociability
D)low dominance/low sociability
E)low communication-style flexing ability

Question 32

Supportive individuals:

A)control emotional expression.
B)find it easy to express views.
C)do not express views.
D)seem difficult to get to know.
E)like to dominate over others.

Question 33

An individual with the Directive communication style is better suited for a career in sales than a person with the Reflective style.

Question 34

Adaptive selling improves communication with the customers.

Question 35

Directive people generally:

A)take charge of some facet of the operation.
B)take charge of every facet of the operation.
C)delegate some responsibility to someone else.
D)have low communication-style flexing skills.
E)delegate all responsibility to someone else.

Question 36

Kaitlyn has been described as a "take charge" sales representative.Her style model would be:

A)sociable
B)dominant
C)easy going
D)authoritarian
E)reserved

Question 37

Emotive people want to:

A)dominate others.
B)avoid developing social relationships.
C)let others do the talking.
D)develop social relationships quickly.
E)relax in social settings.

Question 38

Scott has been described as having a Reflective style.He has:

A)high dominance/high sociability
B)high communication-style flexing skills
C)high dominance/low sociability
D)low dominance/high sociability
E)low dominance/low sociability

Question 39

Reflective individuals:

A)are outspoken and expressive.
B)want to create social relationships.
C)tend to reflect but rely on others' opinions..
D)like to dominate over others
E)gather all information before forming an opinion.

Question 40

Mohamed is having difficulty forming a positive opinion of the sales representative that services his store.He finds it difficult to understand how she develops her views.Mohamed is experiencing:

A)submissive style bias.
B)communication-style bias.
C)cognitive dissonance.
D)communication blockage.
E)dominance style bias.

Question 41

Which of the following statements regarding communication-style bias is true?

A)communication-style bias is quite rare
B)communication-style bias will not surface between two people with the same communication style
C)it is often difficult to explain the symptoms that accompany communication-style bias
D)communication-style bias is commonly understood in our society
E)communication-style bias has no place in sales

Question 42

The scale designed to measure the amount of control we exert over our emotional expressiveness is the:

A)emotional index.
B)a Myers-Briggs matrix.
C)sensitivity scale.
D)sociability continuum.
E)excess zone.

Question 43

Most successful sales people seem to possess the ________ communication-style.

A)directive and supportive.
B)reflective and emotive.
C)emotive and directive.
D)supportive and reflective.
E)directive,supportive,emotive and reflective.

Question 44

All of the following are major principles supporting communication style theory except:

A)individual differences exist and are important
B)the most successful business and social relationships are those between identical styles
C)there is a finite number of communication styles
D)it is not an ability but a way to thinking and behaving
E)everyone makes judgments about others based on communication style

Question 45

Which style flexing technique is most appropriate for a reflective salesperson to use in the presence of an emotive customer?

A)provide support for the customer's opinions and ideas
B)be more reserved
C)avoid an open display of enthusiasm
D)decrease your assertiveness
E)avoid too much informality

Question 46

Zone one,zone two,and the excess zone are used to describe which dimension of our communication styles?

A)maturity
B)predictability
C)flexibility
D)creativity
E)intensity

Question 47

When a Reflective salesperson moves into the excess zone,he or she is apt to:

A)agree with everyone.
B)avoid making decisions.
C)excessively giggle.
D)express highly emotional opinions.
E)become extremely competitive.

Question 48

The combination of low dominance and low sociability defines a communication style known as:

A)Supportive.
B)Emotive.
C)Reflective.
D)Directive.
E)Constructor.

Question 49

Communication-style flexing is part of the ________ strategy.

A)presentation
B)product
C)customer
D)relationship
E)partnership

Question 50

Clues to a customer's communication style include all except:

A)physical stature
B)tone of voice
C)gestures
D)facial expressions
E)personality

Question 51

Communication-style bias is most likely to occur when salespeople:

A)have different ranges of vocabulary.
B)have contact with another person whose communication style is different than their own.
C)lack a grasp of social etiquette.
D)from diverse parts of the country meet and have difficulty understanding each other's dialects.
E)meet people from other parts of the country or globe.

Question 52

Kevin wants to be successful in selling to Supportives.He must:

A)disagree assertively.
B)stay in zone one.
C)quickly present a lot of facts.
D)talk only about his personal opinions.
E)build a good social relationship with the client.

Question 53

A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of the ________ style.

A)Directive
B)Supportive
C)Emotive
D)Constructor
E)Reflective

Question 54

People with which communication style have low style-flexing ability?

A)Style-flexibility is a sales strategy that can be learned by people of all styles
B)Reflective
C)Supportive
D)Directive
E)Emotive

Question 55

All of the following statements regarding communication styles are true except:

A)a communication style is a way of thinking and behaving.
B)there is a finite number of communication styles.
C)individual differences change over time.
D)individual differences are important.
E)communication styles are based on a combination of hereditary and environmental factors.

Question 56

The words "aloof" and "stuffy" describe the ________ side of the ________ style.

A)immature; Reflective
B)immature; Supportive
C)immature,Emotive
D)mature; Supportive
E)mature; Reflective

Question 57

The combination of high dominance and low sociability defines a style known as:

A)Constructor.
B)Emotive.
C)Directive.
D)Supportive.
E)Reflective.

Question 58

Which of the following is an accurate statement regarding the communication-style model?

A)It is based on three important dimensions of human behavior.
B)It reflects research conducted in the late 1970s.
C)It discusses sixteen personality types.
D)It is composed of four distinct quadrants,each representing a major communication style.
E)It is composed of six distinct quadrants,each representing a major dimension of human behavior.

Question 59

Communication-style bias is a:

A)rare problem in selling.
B)common problem in selling.
C)problem that never occurs.
D)problem that cannot be overcome.
E)is a personality disorder.

Question 60

When we move into the excess zone,all but which one of the following usually happens?

A)our strengths tend to become weaknesses
B)style flexing increases
C)we say and do things which threaten interpersonal relations
D)style flexing decreases
E)our weaknesses tend to become strengths

Question 61

Altering sales behaviour in order to improve communication with the customer is called:

A)behaviour modification selling.
B)adaptive selling.
C)communication-bias selling.
D)value-added selling.
E)flexible selling.

Question 62

Our ability to minimize communication-style bias is called:

A)versatility.
B)adaptability.
C)emotional intelligence.
D)communication based intelligence.
E)style-flexing.

Question 63

Kofi can be described as extroverted,informal,active and he expresses his feelings without much reservations.Kofi's communication-style can be described as:

A)Supportive.
B)Flexible.
C)Reflective.
D)Emotive.
E)Directive.

Question 64

The Four-Style Model is applicable:

A)exclusively to women.
B)exclusively to the North American culture.
C)globally.
D)to the French-Canadian sub-culture.
E)to visible minorities only.

Question 65

One of the factors which makes sales people drift into the excess zone is:

A)lack of training.
B)lot of training.
C)their unique behavioral characteristics.
D)stress.
E)immaturity.

Question 66

Understanding the concept of communication-styles and applying it as necessary is considered a:

A)non-verbal communication skill.
B)personality trait.
C)verbal communication skill.
D)relationship management skill.
E)sales technique.

Question 67

It is harder to get to know an individual from the __________ communication style.

A)Emotive
B)Directive
C)Reflective
D)Social
E)Supportive

Question 68

An individual's communication style develops :

A)at birth.
B)at puberty.
C)during the first 3 to 5 years of life.
D)during the pre-teen years.
E)after going through a life changing experience.

Question 69

The communication style most in danger of drifting into the excess zone is:

A)Directive
B)Emotive
C)Reflective
D)Supportive
E)all styles are equally likely

Question 70

The _____________ communication style combines high sociability and high dominance.

Question 71

People with Directive style use __________ to accomplish tasks.

A)logical argument
B)consensus
C)power
D)persuasion
E)cooperation

Question 72

Mark is formal in social relationships,does not express his opinions dramatically,prefers orderliness and structure and tends to curb his emotions.Mark has a:

A)Reflective style.
B)Directive style.
C)Flexible.
D)Supportive style.
E)Emotive style.

Question 73

Suzie has strong opinions on issues; she is frank,assertive and demanding.When she meets her customer Simon,she tries to temper her opinions and becomes less rushed in her verbal and non-verbal communication.It can be said that Suzy is using:

A)adaptive selling.
B)accommodation selling.
C)behaviour modelling selling.
D)value-added selling.
E)cultural sensitivity.

Question 74

Communication style-flexing is always the responsibility of the _________.

Question 75

__________ people tend to be more competitive.

A)Dominant
B)Reflective
C)Confident
D)Supportive
E)Emotive

Question 76

Callum likes to get to the point,prefers to do the talking rather than listening,is quite business like and likes to maintain control.His communication-style can be described as:

A)Reflective.
B)Supportive.
C)Emotive.
D)Directive.
E)Intense

Question 77

__________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.

Question 78

__________ can be defined as the tendency to control or prevail over others.

Question 79

Your communication-style can be determined by:

A)doing a self-rating.
B)asking people who are not very familiar with you to evaluate you.
C)doing a 360 degree performance review.
D)asking your sub-ordinates to rate you.
E)asking a communications expert to evaluate you.

Question 80

___________ people tend to curb emotional expression and are less likely to display warmth openly.