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

Question 1

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Answer 1

True

Question 2

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

Answer 2

False

Question 3

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

Answer 3

True

Question 4

A customer high in sociability tends to communicate in an ordered and measured manner.

Question 5

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

Question 6

"Behavior style" and "social style" are other ways of referring to:

A)communication style
B)emotive style
C)directive style
D)higher dominance
E)lower dominance

Question 7

Which of the following is a major principle supporting communication style theory?

A)Individual differences exist but are negligible in business conversations.
B)The most successful business and social relationships are those between identical styles.
C)There are unlimited communication styles that are unique to each person.
D)Individual style differences change constantly.
E)A communication style is a way of thinking and behaving.

Question 8

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

Question 9

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

Question 10

Which of the following is true about our individual communication style?

A)It is formed in utero,before we are born.
B)It is formed during the first year of our life.
C)It is formed before we enter elementary school.
D)It is constantly changing throughout life.
E)It is based on environmental factors,not heredity.

Question 11

Communication-style bias is most likely to occur when which of the following occurs?

A)Salespeople have contact with another person whose communication style is different than their own.
B)Salespeople have problems understanding another person's accent.
C)Salespeople do not use a standardized vocabulary to describe the product they sell.
D)Salespeople lack a grasp of social customs of the customer's local culture.
E)Salespeople talk more quietly than anyone else in the room does.

Question 12

Emotive customers are frank,demanding,serious and opinionated.

Question 13

The zones in the communication-style model might be thought of as "intensity zones."

Question 14

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

Question 15

People who fall into zone two display their unique behavior characteristics with less intensity than in zone one.

Question 16

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

Question 17

Adapting to the customer's preferred communication style can enhance sales performance.

Question 18

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

Question 19

Communication style is an important aspect of our personality.

Question 20

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

A)Communication-style bias is quite rare.
B)Communication-style bias can manifest as a general feeling of discomfort with another person.
C)Communication-style bias is commonly understood in our society.
D)Communication-style bias will not surface between two people with the same communication style.
E)Communication-style bias will make a consulting sales relationship impossible.

Question 21

The Platinum Rule is:

A)Do Unto Others As You Would Have Them Do To You
B)Do Unto Others As They Would Have You Do Unto Them
C)Do Unto Others As You Know You Should
D)Ask Others To Do To You As You Would Do To Them
E)Ask Others To Do To You As They Would Do To Themselves

Question 22

The idea that the characteristics that make others respect you can also make others frustrated with you is called:

A)sociability paradox
B)dominance paradox
C)strength-weakness paradox
D)flexing paradox
E)communication paradox

Question 23

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

A)mature
B)supportive
C)emotive
D)reflective
E)directive

Question 24

For each person,one of the four styles is usually:

A)dominant but hidden
B)dominant and easily detectable
C)dominant and problematic
D)recessive and easily detectable
E)recessive and in transition

Question 25

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

A)communicative
B)reflective
C)supportive
D)emotive
E)directive

Question 26

A customer who displays the reflective communication style can accurately be described as:

A)reserved
B)sensitive
C)frank
D)sociable
E)malleable

Question 27

The word used to describe the ability to adapt communication styles to deal with different people is:

A)directive
B)supportive
C)emotive
D)reflective
E)versatility

Question 28

The immature characteristics of each style are:

A)fixed by the time a person reaches elementary school
B)resolved as a person matures
C)aloof and stuffy
D)characteristics that come out in times of high stress
E)offensive to those with other communication styles

Question 29

A customer who is lower in dominance would most likely be:

A)deliberate
B)hurried
C)talkative
D)cooperative
E)decisive

Question 30

The words "aloof" and "stuffy" describe which side of which of the following styles?

A)the immature side of the supportive style
B)the mature side of the supportive style
C)the immature side of the reflective style
D)the mature side of the reflective style
E)the mature side of the directive style

Question 31

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

A)communication bias
B)emotional index
C)sensitive scale
D)excess zone
E)sociability continuum

Question 32

Recording a customer's communication style in CRM software can help a salesperson:

A)remember the names of the customer's children and spouse
B)ask another salesperson with the customer's communication style to call the customer
C)know which products a customer will buy and won't buy
D)remember to adapt his or her style when calling the customer
E)avoid customers that have different communication styles

Question 33

People who display their emotions with less intensity are said to be in:

A)Zone one
B)Zone two
C)Excess zone
D)Flex zone
E)Comfort zone

Question 34

A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of which of the following styles?

A)dominant
B)reflective
C)supportive
D)directive
E)emotive

Question 35

An effective and practical way to minimize communication-style bias is to:

A)choose customers based on their communication styles
B)write presentation materials in a way that appeals to all the communication styles simultaneously
C)send trained communicators to talk to customers
D)adapt your style to the way the customer communicates
E)create a corporate policy matching salespeople with customers by communication style

Question 36

If you have a preferred communication style,you will:

A)use that style exclusively
B)change that style as you grow older
C)display other communication styles at times
D)not understand others with different communication styles
E)need to adapt to be able to talk to others

Question 37

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 is composed of four distinct quadrants,each representing a major communication style.
D)It is composed of six distinct quadrants,each representing a major dimension of human behavior.
E)It predicts which types of clients salespeople will have interests in common with.

Question 38

A customer who is higher in dominance tends to do which of the following?

A)display an eagerness to agree quickly
B)curb the desire to initiate demands
C)be overly cooperative
D)likes to control things
E)sit back and wait for the other person to speak first

Question 39

The four-style model is:

A)popular and taught in many different training programs
B)useful only for training purposes
C)limited in its usefulness in the real world
D)the basis for customer strategy
E)copyrighted and may only be used as an assessment by licensed practitioners

Question 40

A customer who combines low dominance and high sociability displays which of the following styles?

A)emotive
B)supportive
C)directive
D)reflective
E)communicative

Question 41

Jared James is a top salesperson at a leading manufacturer of agricultural machinery parts.He is a classic Directive: decisive,fact-oriented,direct,and focused on closing the deal.He understands the importance of style flexing,however,as not all buyers respond to the Directive style,Jared has been thinking about how to approach a new client,Alex Doyle,who is a buyer for a huge combine manufacturer.Alex has a Supportive style.What adjustments should Jared make in his usual mode of communicating?

A)Jared should focus more on benefits and less on facts in his sales presentation.to Alex
B)Jared should make an effort to develop rapport with Alex and plan for several conversations before he attempts to close the sale.
C)Jared should take Alex out for dinner at a high-profile restaurant so they can develop a personal relationship before he begins to talk about the product.
D)Jared should be sure he has the facts to back up any claims he makes to Alex,and consider sending Alex the research and quality-control reports before their first meeting so Alex can examine the documentation.
E)Jared should hang back to let Alex guide the conversation during sales calls so that Alex doesn't feel overwhelmed by Jared's blunt presentation style.

Question 42

A newly-hired salesperson,Jun-Hee Kim,is taking over the sales territory of Arvin Vasquez,a salesperson for her company who is moving out of the area.Arvin left detailed notes on the clients he'd made contact with in the CRM system,so Jun-Hee is reviewing these notes.Jun-Hee reads the following about Bob Costello: "Bob is super-friendly and outgoing.He loves to deep-sea fish and goes on three trips a year to fish,always in the Carribbean.His wife is Carol and his kids are Taylor (4th grade)and Jordan (6th grade)(both girls).His focus on buying is durability,then price and relationship with trustworthy sales rep tied for second.Prepare to talk for awhile,but he makes decisions quickly and will get back to you when he says he will."
Based on this summary,what communications style does Bob Costello most likely have?

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

Question 43

The ________ communication style combines high sociability and high dominance.

Question 44

Relative to Americans,Canadians are more likely to be:

A)passive and stiff
B)happy and casual
C)sociable and casual
D)educated and formal
E)bilingual and formal

Question 45

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

A)We become more measured in our speech.
B)Style flexing decreases.
C)Style flexing increases.
D)Our strengths become more prominent.
E)We are more easily able to control our weaknesses.

Question 46

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

A)express highly emotional opinions
B)become extremely competitive
C)agree with everyone
D)avoid making decisions
E)make rash decisions

Question 47

Which combination of communication styles between salesperson and customer will likely result in a good relationship,but may not develop into a firm sale?

A)Directive salesperson with Directive customer
B)Directive salesperson with Supportive customer
C)Supportive salesperson with Supportive customer
D)Supportive salesperson with Reflective customer
E)Reflective salesperson with Emotive customer

Question 48

Craig is a classic Emotive salesperson--friendly,interested in people,excited about the product he sells,and ready to sell to anyone who wants to buy.His sales manager cautions him to consider how he will approach the buyer for a major client,who is known to be blunt,humorless,and focused only on quality assurance reports and pricing.What aspect of Craig's normal approach should he consider altering the most?

A)Craig should consider lowering the prices he offers to this buyer from the beginning in order to make the sale.
B)Craig should consider presenting features instead of benefits,since the buyer will not respond to anything emotional.
C)Craig should consider advanced information-gathering to discover what the buyer's hobbies and interests are to be able to discuss them at the first sales call.
D)Craig should consider pulling back on the relationship-building moves,since the buyer is not interested in personal rapport.
E)Craig should consider waiting longer to ask for the close than he usually does to give the buyer adequate time to think thoroughly through the decision.

Question 49

Knowing and applying communication styles in selling enables you to ________ the relationship.

Question 50

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

Question 51

The stereotype of salespeople is that they are all Emotives: good at talking and influencing people into buying the product they are selling.In what ways could it actually be harmful to the sales process for a sales rep to be an Emotive?

A)If the customer is low on the sociability continuum,the high sociability of the Emotive could put the customer off and make the customer suspicious of the emotive salesperson.
B)If the customer is also an Emotive,the salesperson and customer could be too similar in style and could become friends instead of business partners.
C)Emotives tend to sell customers products they don't need,and this jeopardizes future sales.
D)If the salesperson does not understand what it means to be an Emotive,the salesperson can embody the negative qualities of the Emotive instead of the positive characteristics in personal relationships.
E)If the salesperson is not 100% confident in the products he sells,he can talk the prospect into buying something inferior to other similar products on the market.

Question 52

A sales manager is writing the script for his salespeople to follow when approaching new potential clients.What part of the process is most important for the manager to leave open for sales reps to flex according to the communications style of the prospective client?

A)asking for the close
B)presenting the benefits of the services
C)developing rapport with the prospective client
D)presenting the pricing structure
E)discovering the prospective client's needs

Question 53

The quadrant model of communication styles assumes that all people:

A)understand the quadrant model well enough to choose their point on the quadrant
B)fit into four discrete,unchanging categories and can be easily assessed in that category by others
C)change from quadrant to quadrant somewhat regularly
D)are aware of their communication style and can alter it depending on the situation
E)have a relatively consistent point on both the dominance and sociability continuums

Question 54

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

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

Question 55

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

A)Cite research and statistics.
B)Avoid an open display of enthusiasm.
C)Avoid too much informality.
D)Decrease your assertiveness.
E)Provide support for the customer's opinions and ideas.

Question 56

The theory of behavioral- or communication-style bias is based on a number of underlying principles.List the principles.

Question 57

A salesperson is required by his employer to use a script when making a sales presentation.The script includes standard jokes and repeated attempts at relationship-building,plus a rapid close to the sale.The salesperson recognizes that a potential client has a Reflective communication style and may be put off by some of the elements in the script.What can the salesperson do?

A)The salesperson can gloss over or omit the jokes and downplay the relationship-building attempts,while drawing out the close to give the potential client longer to decide.
B)The salesperson can abandon the script without telling her manager and be blunt and direct with the potential client.
C)The salesperson can double up on the research and facts she presents during the presentation to appeal to the potential client's deliberate side.
D)The salesperson should ask her sales manager to come with her to the first sales call so that the potential client knows the company is serious about winning the client's business.
E)The salesperson should stick with the script and timing as written,as it's been tested by her manager and has a high rate of success,no matter what the communication style of the potential client is.

Question 58

The words "reserved," "warm," and "compliant" describe the ________ style.

Question 59

Describe the difference between lower dominance and higher dominance.

Question 60

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

Question 61

A customer is rude to the salesperson who calls on her,asks for research and market data to be faxed to her secretary,refuses to take courtesy calls from the salesperson,but places several large orders for the product from the salesperson.What explains this discordant behavior?

A)The salesperson represents an inferior product and the customer does not want to purchase it.
B)The salesperson has used the wrong approach by not spending enough time establishing rapport with the customer by discussing personal details.
C)The customer is not the ultimate decisionmaker for the account,but is merely receiving information from the salesperson to give to the decisionmaker.
D)The customer is a Directive who does not want extraneous contact with the salesperson but makes decisions rapidly based on facts and data.
E)The customer is a Reflective who cannot concentrate if the salesperson interrupts her too often.

Question 62

On the communication style grid,the two communication styles with low dominance are Reflective and Supportive.Salespeople with these two communication styles would be best suited for sales situations in which:

A)the product is simple to understand so the salespeople don't have to spend much time with potential clients
B)the product is highly technical or involved and requires a strong focus on partnering over the long term to discover solutions for the client
C)the customers understand the low dominance of the salespeople and are willing to work with them despite their communication styles
D)the customers are all Reflective or Supportive communication styles also
E)the salespeople are not required to have direct contact with potential clients

Question 63

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

A)Style flexing improves a salesperson's acting skills,which helps the salesperson to persuade reluctant buyers to complete an order by convincing them that the product will fill their needs perfectly.
B)Paying attention to the customer's communication style helps the salesperson understand the customer's mindset,which helps the salesperson understand the customer's needs even better to offer a product perfectly suited for the customer's needs.
C)Any time a salesperson can have more contact with a customer,whether it is in the customer's communication style or not,it helps the salesperson create a positive relationship with the customer that will likely result in closing the sale.
D)Customers are more likely to purchase from salespeople who seem successful,so it is important for salespeople to make sure that their own personal styles are current and in fashion without being flashy.
E)Style flexing allows a salesperson to divide customers into four groups and write one script for each,so the salesperson can standardize sales calls as much as possible within the four different communication styles.

Question 64

Which of the following are traits that make a person a good,reliable buyer of parts for a large,stable manufacturing firm that could also cause conflict in forming a relationship with a salesperson who has the Emotive communication style?

A)directive,passive,sociable,introverted
B)volatile,persuasive,spontaneous,charismatic
C)deliberate,research-oriented,hard-working,serious
D)sensitive,easygoing,kind,passive
E)impatient,blunt,aggressive,outspoken

Question 65

For a salesperson,why is style flexing more important in consultative sales than in transactional sales?

A)In consultative sales the buyer needs to be able to believe the claims of the salesperson about the product,while in transactional sales the buyer knows the claims about the product are likely to be exaggerated or untrue as a matter of course.
B)In consultative sales,sales managers are more likely to be assessing the salesperson's rapport with each customer,so proving that the salesperson is making the customer feel comfortable is key to receiving a good performance review,while in transactional sales,performance reviews are based solely on hitting sales quotas.
C)In consultative sales salespeople often have to service the customer once the sale is complete,acting as account managers as well as salespeople,so they need to be able to wear many hats and flex styles according to the roles they play,while in transactional sales there is often no follow-up to the sale so salespeople are only selling.
D)In consultative sales the salesperson and customer are building a relationship with each other toward the correct purchase,so they must feel comfortable with and trust each other,while in transactional sales a long-term relationship is not important.
E)In consultative sales the customer expects to be catered to,including using the customer's preferred communication style,or else the customer will switch to another service provider or company,while in transactional sales the customer often has no say over the terms of the sales interaction.

Question 66

A salesperson who is having trouble determining his own communication style most likely falls into:

A)the Excess Zone
B)Zone One
C)Zone Two
D)the dominance continuum
E)the sociability continuum

Question 67

The communication style dimension that can cause immediate rapport is sociability,as those with high sociability often feel each other is "easy to get along with" whether they have low or high dominance.The high sociability can cause an easy sense of comfort or openness for those who also have high sociability.In what other way can sociability high or low cause people to be attracted to each other?

A)Those with high sociability may not understand why those with low sociability are not interested in personal interactions and in finding out about the other person.
B)Those with high sociability have practice forming rapport with those they meet,so they are accustomed to establishing connections with all sorts of people from all walks of life.
C)The saying "opposites attract" is based in truth,and pairs in which one has low sociability and the other has high sociability often balance each other out.
D)Those with low sociability are not able to feel rapport with other people,even those with high sociability.
E)Those with low sociability can also feel comfortable with each other as "no nonsense" people who "get to the point" without extraneous socialization.