Question 1

What is a customer doing when he or she interprets the meaning of the salesperson's presentation?

Accepted Answer

The answer of What is a customer doing when he...

Question 2

Respond to the following statement: "Effective listening is a passive activity."

Accepted Answer

The answer of Respond to the following statement: "Effective listening...

Question 3

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

Accepted Answer

The answer of When making a sales presentation for her...

Question 4

Customers may become annoyed if the salesperson overuses the active listening suggestion of repeating information.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT part of a salesman's voice characteristics?

Accepted Answer

A)  his hand gestures 
B)  the speed with which he speaks 
C)  how loudly he speaks 
D)  how he articulates his words 
E)  his use of inflections at the end of his sentences

Question 6

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Accepted Answer

The answer of Gerald walks into a customer's office and...

Question 7

Which of the following statements describes a problem the speaking-listening differential may cause?

Accepted Answer

A)  The quality of the salesperson's handshake becomes more important. 
B)  Centralized buying may take the customer firm's buying function out of the salesperson's territory. 
C)  The buying center will have multiple gatekeepers. 
D)  The salesperson may not know what the prospect wants even after the prospect has told him or her. 
E)  Salespeople will have trouble making appointments with prospects.

Question 8

Describe the two-way flow of information. How can communication break down?

Accepted Answer

The answer of Describe the two-way flow of information. How...

Question 9

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Accepted Answer

A)  cold 
B)  intrusive 
C)  impersonal 
D)  glacial 
E)  unfriendly

Question 10

Sabrina needs to "bite her tongue" after asking the prospect a difficult question. Tolerating silence is often important to allow the customer:

Accepted Answer

A)  time to think 
B)  an opportunity to end the meeting 
C)  to shift from the intimate to the social zone 
D)  inflection 
E)  alternative body language word pictures

Question 11

What are low-context and high-context cultures? What are the implications of these differences for salespeople?

Accepted Answer

The answer of What are low-context and high-context cultures? What...

Question 12

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

Accepted Answer

A)  paraphrasing what a prospect says. 
B)  listening to the customer's words from the customer's point of view. 
C)  asking questions to gain a more complete understanding of what the customer is trying to communicate. 
D)  tolerating silence gives the customer time to think. 
E)  summarizing provides both the salesperson and the customer with an overview of what has been said.

Question 13

Two-way communication starts with decoding, the translation of thoughts into words, which are then encoded by the person receiving the communication.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following statements about body language is true?

Accepted Answer

A)  Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing. 
B)  Individuals use increased arm movement when they are expressing an opinion. 
C)  Open and relaxed hands are a good indicator of boredom. 
D)  The meaning of hand gestures is consistent from one culture to another. 
E)  Individuals sitting with their legs crossed are sending a message of cooperation and confidence.

Question 15

In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.

Accepted Answer

A)  announcing and denouncing 
B)  preferring and referring 
C)  translating and interpreting 
D)  deciphering and depicting 
E)  evaluating and influencing

Question 16

It is late in the day when Reginald calls on his favorite customer. The customer is tired but invites him in and sits back with his hands and legs open. Reginald interprets this body language as:

Accepted Answer

A)  exhaustion 
B)  positive 
C)  boredom 
D)  indifference 
E)  None of the above. Body language does not indicate a customer's feelings.

Question 17

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

Accepted Answer

A)  distraught 
B)  encouraged 
C)  bored 
D)  doubtful 
E)  None of the above. Body language does not indicate a customer's feelings.

Question 18

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Accepted Answer

A)  Nothing creates rapport like a smile. 
B)  Refrain from blushing during the presentation. 
C)  Facial expressions should be natural not rehearsed. 
D)  Facial reactions are typically easy to manage. 
E)  All of the above statements are good advice for salespeople.

Question 20

Which of the following is a suggestion for active listening?

Accepted Answer

A)  Echo what the prospect has said. 
B)  Summarize the conversation. 
C)  Be quiet while the prospect thinks. 
D)  Concentrate on ideas rather than just words. 
E)  Do any of the above to encourage active listening.

Exam 5: Using Communication Principles to Build Relationships

What is a customer doing when he or she interprets the meaning of the salesperson's presentation?

Respond to the following statement: "Effective listening is a passive activity."

Customers may become annoyed if the salesperson overuses the active listening suggestion of repeating information.

Which of the following is NOT part of a salesman's voice characteristics?

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Which of the following statements describes a problem the speaking-listening differential may cause?

Describe the two-way flow of information. How can communication break down?

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Sabrina needs to "bite her tongue" after asking the prospect a difficult question. Tolerating silence is often important to allow the customer:

What are low-context and high-context cultures? What are the implications of these differences for salespeople?

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

Two-way communication starts with decoding, the translation of thoughts into words, which are then encoded by the person receiving the communication.

Which of the following statements about body language is true?

In two-way communication, encoding and decoding refer to and thoughts and interpretations.

It is late in the day when Reginald calls on his favorite customer. The customer is tired but invites him in and sits back with his hands and legs open. Reginald interprets this body language as:

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Which of the following is a suggestion for active listening?