Question 1

Carla does not have a demonstration model to show her customer. She will have to describe it. What will Carla create?

Accepted Answer

The answer of Carla does not have a demonstration model...

Question 2

When asking questions the salesperson should:

Accepted Answer

A)  encourage the customer to provide a full response. 
B)  let the prospect know the salesperson's time is valuable 
C)  ask questions that interest him or her. 
D)  ask questions that can only have one answer. 
E)  do all of the above

Question 3

List the three forms of nonverbal expression salespeople can use to convey messages to their customers.

Accepted Answer

The answer of List the three forms of nonverbal expression...

Question 4

Sissy was concerned when she overheard the salesperson talking about gourmet koi food, EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce. She was frustrated to learn the salesperson was using _____ and discussing accessories for water gardens.

Accepted Answer

A)  industry shorthand 
B)  metaphors 
C)  culture-specific terminology 
D)  similes 
E)  trade jargon

Question 5

Which of the following statements about the effectiveness of the various methods of communications is true?

Accepted Answer

A)  E-mail has a high level of response time. 
B)  Telephone and face-to-face communications have the same level of response time. 
C)  Response time does not determine the effectiveness of communications. 
D)  A hand-written letter has a greater level of response time than a telephone conversation. 
E)  Response time is unaffected by nonverbal communications.

Question 6

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Accepted Answer

A)  contemplative posture 
B)  avoidance of eye contact 
C)  playing with items on the desk 
D)  shaking head 
E)  pursed lips and furrowed brow

Question 7

Robert smiles a lot when he makes presentations to prospective buyers of his product. He says he uses the smile to communicate the idea he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of:

Accepted Answer

A)  decoding 
B)  deceiving 
C)  encoding 
D)  encroaching 
E)  deciding

Question 8

Which of the following is NOT one of the forms of nonverbal communication?

Accepted Answer

A)  body language 
B)  appearance 
C)  inflection 
D)  space 
E)  all of the above

Question 9

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

Accepted Answer

A)  Take note of how top executives in your firm dress. 
B)  Adjust to the geographic region in which you work. 
C)  Attempt to match the clothing choices of your typical customers. 
D)  If you look well dressed, you'll feel more confident. 
E)  Be a leader and wear the latest fashions.

Question 10

When making a sales presentation for her firm's inventory control software, Galene often compares the difficulty of doing her income taxes without a software program to the difficulty of keeping track of inventory without an effective software system. Galene is using a work picture in her sales presentation.

Accepted Answer

A) True 
 B)False

Question 11

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.

Accepted Answer

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

Question 12

In a high-context cultural such as found in the United States, lawyers are very important; wasting time is to be avoided; and competitive bidding is very common.

Accepted Answer

A) True 
 B)False

Question 13

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

Accepted Answer

A)  encoding 
B)  affective stimulation 
C)  perceptualizing 
D)  decoding 
E)  selling

Question 14

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following statements about appearance as a nonverbal communicator is true?

Accepted Answer

A)  A salesperson should always wear professional attire. 
B)  It is much better to under dress than to overdress. 
C)  Salespeople should attempt to match their style of dress to that of their customers. 
D)  In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success. 
E)  Successful salespeople wear high-fashion clothing.

Question 16

What is the 80-20 listening rule?

Accepted Answer

The answer of What is the 80-20 listening rule?...

Question 17

What voice characteristics can be used to reduce monotony in a sales presentation?

Accepted Answer

The answer of What voice characteristics can be used to...

Question 18

How should a salesperson respond when the customer says, "The items I purchased from your company are not being delivered according to the schedule we had agreed to."

Accepted Answer

The answer of How should a salesperson respond when the...

Question 19

What should a salesperson do if a prospect asks him to conduct the sales presentation near a large, noisy piece of assembly line equipment while the prospect watches the line for any malfunctions?

Accepted Answer

A)  Do as the prospect requested and give his or her sales presentation. 
B)  Ask the prospect if it is possible to reschedule the meeting to a time when the prospect is less distracted. 
C)  Plan on relying on nonverbal communication to determine the success of the presentation. 
D)  Assume the prospect will pay closer attention to the presentation because he must listen while he watches. 
E)  Give up on the prospect; he or she is obviously not interested.

Question 20

What voice characteristic refers to the production of recognizable sounds?

Accepted Answer

The answer of What voice characteristic refers to the production...

Exam 5: Using Communication Principles to Build Relationships

Carla does not have a demonstration model to show her customer. She will have to describe it. What will Carla create?

When asking questions the salesperson should:

List the three forms of nonverbal expression salespeople can use to convey messages to their customers.

Sissy was concerned when she overheard the salesperson talking about gourmet koi food, EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce. She was frustrated to learn the salesperson was using _____ and discussing accessories for water gardens.

Which of the following statements about the effectiveness of the various methods of communications is true?

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Robert smiles a lot when he makes presentations to prospective buyers of his product. He says he uses the smile to communicate the idea he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of:

Which of the following is NOT one of the forms of nonverbal communication?

Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.

In a high-context cultural such as found in the United States, lawyers are very important; wasting time is to be avoided; and competitive bidding is very common.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Which of the following statements about appearance as a nonverbal communicator is true?

What is the 80-20 listening rule?

What voice characteristics can be used to reduce monotony in a sales presentation?

How should a salesperson respond when the customer says, "The items I purchased from your company are not being delivered according to the schedule we had agreed to."

What should a salesperson do if a prospect asks him to conduct the sales presentation near a large, noisy piece of assembly line equipment while the prospect watches the line for any malfunctions?

What voice characteristic refers to the production of recognizable sounds?