Question 1

The conversion by the salesperson of ideas and concepts into language and material is the decoding process.

Accepted Answer

A) True 
 B)False

Question 2

The equestrian supplies salesperson received disagreement signals from the stable owner to whom she is trying to sell a new ointment for treating localized infections. She should:

Accepted Answer

A)  aggressively continue the planned presentation. 
B)  ask a series of "yes" or "no" questions to increase the stable owner's involvement. 
C)  temporarily reduce pressure on the stable owner to buy. 
D)  give up and look for another buyer. 
E)  maintain the sales pressure knowing that the stable owner will buy the product.

Question 3

Eli is a not-too-successful salesperson who recently attended a seminar on improving listening. As a result of what Eli learned at the seminar, he is actively trying to hear what the prospect is saying. Unfortunately, Eli did not get the whole point of his seminar because he is not making the effort to understand the meaning behind what the prospect actually says. At what level of listening is Eli functioning?

Accepted Answer

A)  Marginal listening 
B)  Active listening 
C)  Borderline listening 
D)  Evaluative listening 
E)  Peripheral listening

Question 4

When making a sales presentation to a group of buyers, the salesperson typically occupies which space zone?

Accepted Answer

A)  Impersonal 
B)  Public 
C)  Social 
D)  Personal 
E)  Consensual

Question 5

A salesperson can be more effective in converting his or her ideas into language with an enthusiastic attitude and effective proof statements.

Accepted Answer

A) True 
 B)False

Question 6

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

Accepted Answer

A) True 
 B)False

Question 7

________ refers to a statement that substantiates claims made by the salesperson.

Accepted Answer

A)  KISS 
B)  Feedback assertion 
C)  Message allegation 
D)  Proof statement 
E)  Source credibility

Question 8

The salesperson was using ________ in her sales presentation when she asked, "I was so sorry to hear about the break-in at your warehouse. Is there any way that I can help you deal with this problem?"

Accepted Answer

A)  persuasion 
B)  communication control 
C)  a trial close 
D)  acceptance signals 
E)  empathy

Question 9

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

Accepted Answer

A)  noise. 
B)  a caution signal. 
C)  negative feedback. 
D)  a disagreement signal. 
E)  an alternate communication channel.

Question 10

Salespeople have described the event planner as a(n) ________ because her personality type's strength is her spontaneity, persuasive powers, and loyalty.

Accepted Answer

A)  senser 
B)  perceiver 
C)  intuitor 
D)  feeler 
E)  thinker

Question 11

With which element of the communication process is probing most closely associated?

Accepted Answer

The answer of With which element of the communication process...

Question 12

Which of the following distorts communication between the buyer and the seller?

Accepted Answer

A)  Encoding mechanisms 
B)  Feedback 
C)  Decoding tools 
D)  Noise 
E)  Caution signals

Question 13

A senser is a people-oriented individual who is sensitive to people's needs.

Accepted Answer

A) True 
 B)False

Question 14

The purchasing agent the salesperson is calling on seems to be a very knowledgeable, future-oriented person who is a poor listener and who at times seems completely out of touch with the sales presentation being given. The salesperson concludes that the prospect is the ________ personality type.

Accepted Answer

A)  senser 
B)  accommodator 
C)  intuitor 
D)  feeler 
E)  thinker

Question 15

The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". In the communication process, the description of the golf balls is the:

Accepted Answer

A)  medium. 
B)  feedback. 
C)  source. 
D)  message. 
E)  decoder.

Question 16

Identify the correct statement about the KISS rule as it applies to salespeople.

Accepted Answer

A)  Ask questions to encourage feedback 
B)  Remember how important empathy is 
C)  Use persuasive powers to the utmost 
D)  Maintain a simple presentation style 
E)  Listen to buyers' responses

Question 17

Why is it important for a salesperson to be aware of caution signals?

Accepted Answer

A)  They indicate blocked communication. 
B)  They usually lead to the next step, which is buyer acceptance. 
C)  They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer. 
D)  They signal the salesperson to speed up the sales presentation. 
E)  They warn the salesperson to close the deal quickly before a competitor does.

Question 18

The concept of ________ space refers to the area around the self that a person will not allow another person to enter without consent.

Accepted Answer

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

Question 19

A salesperson should begin a presentation in the middle of the ________ distance zone to prevent the prospect from feeling uncomfortable and building negative mental barriers.

Accepted Answer

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

Question 20

In terms of the communication process, probing serves to stimulate which of the following?

Accepted Answer

A)  Sending 
B)  Decoding 
C)  Receiving 
D)  Feedback 
E)  Channeling

Exam 4: Communication for Relationship Building: Its Not All Talk

The conversion by the salesperson of ideas and concepts into language and material is the decoding process.

The equestrian supplies salesperson received disagreement signals from the stable owner to whom she is trying to sell a new ointment for treating localized infections. She should:

When making a sales presentation to a group of buyers, the salesperson typically occupies which space zone?

A salesperson can be more effective in converting his or her ideas into language with an enthusiastic attitude and effective proof statements.

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

________ refers to a statement that substantiates claims made by the salesperson.

The salesperson was using ________ in her sales presentation when she asked, "I was so sorry to hear about the break-in at your warehouse. Is there any way that I can help you deal with this problem?"

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

Salespeople have described the event planner as a(n) ________ because her personality type's strength is her spontaneity, persuasive powers, and loyalty.

With which element of the communication process is probing most closely associated?

Which of the following distorts communication between the buyer and the seller?

A senser is a people-oriented individual who is sensitive to people's needs.

The purchasing agent the salesperson is calling on seems to be a very knowledgeable, future-oriented person who is a poor listener and who at times seems completely out of touch with the sales presentation being given. The salesperson concludes that the prospect is the ________ personality type.

Identify the correct statement about the KISS rule as it applies to salespeople.

Why is it important for a salesperson to be aware of caution signals?

The concept of ________ space refers to the area around the self that a person will not allow another person to enter without consent.

A salesperson should begin a presentation in the middle of the ________ distance zone to prevent the prospect from feeling uncomfortable and building negative mental barriers.

In terms of the communication process, probing serves to stimulate which of the following?