Question 1

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where gift-giving is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. "Can you really create culturally-sensitive baskets that will not offend any of our customers?" the CEO asked after listening to Austin's sales presentation. The CEO's question is an example of:

Accepted Answer

A)  observation. 
B)  feedback. 
C)  noise. 
D)  decoding. 
E)  transfer.

Question 2

All of the following can help change caution signals into acceptance signals EXCEPT:

Accepted Answer

A)  being positive and enthusiastic. 
B)  changing the planned presentation. 
C)  asking open-ended questions. 
D)  carefully listening to the buyer's message. 
E)  continuing with the presentation.

Question 3

________ occurs when listeners are easily distracted by their thoughts.

Accepted Answer

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

Question 4

________ refers to the gathering information and uncovering customer needs by using one or more questions.

Accepted Answer

A)  Probing 
B)  Communication narrowing 
C)  Objection refutation 
D)  Question empathizing 
E)  Interrogative encoding

Question 5

As you deliver your planned sales presentation, you become increasingly aware your buyer is sending you caution signals. Which of the following courses of action would be the best one to try?

Accepted Answer

A)  Continue with the visual aid portion of the planned presentation 
B)  Ask closed-ended questions to increase the buyer's involvement 
C)  Depart from the planned presentation 
D)  Speed up the presentation 
E)  Request a purchase order

Question 6

Mildred sells industrial-sized refrigeration units. Her prospective buyer's face looks tense, and his forehead is wrinkled. The buyer is avoiding looking at Mildred's eyes and he has his arms crossed over his chest. Mildred should:

Accepted Answer

A)  ask closed-ended questions. 
B)  apologize for her intrusion and leave. 
C)  let the buyer know that she is aware that something is bothering him. 
D)  assume the buyer has reached the interest stage. 
E)  continue her presentation with added pressure.

Question 7

Testimonials from satisfied customers would be one way that Austin could establish:

Accepted Answer

A)  persuasive ability. 
B)  source acceptance. 
C)  credibility. 
D)  empathy. 
E)  active listening.

Question 8

What is empathy?

Accepted Answer

The answer of What is empathy?...

Question 9

Even if a salesperson fails to notice the feedback signals being sent by a prospect, feedback has still occurred.

Accepted Answer

A) True 
 B)False

Question 10

In the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called:

Accepted Answer

A)  the source context. 
B)  encoding. 
C)  the medium. 
D)  decoding. 
E)  the message.

Question 11

The receiver is the person for whom communication is intended.

Accepted Answer

A) True 
 B)False

Question 12

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses ________, a good tool of the successful salesperson.

Accepted Answer

A)  targeting 
B)  empathy 
C)  selective questioning 
D)  probing 
E)  problem solving

Question 13

What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?

Accepted Answer

The answer of What are the five communication mediums that...

Question 14

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Accepted Answer

A) True 
 B)False

Question 15

When preparing a sales presentation to a prospect with a thinker personality, a salesperson should pay attention to all of the points, EXCEPT?

Accepted Answer

A)  Prospect will probably desire being presented with many precise options. 
B)  Prospect will probably desire to understand the details. 
C)  Prospect will probably desire an option that meets all of their criteria. 
D)  Prospect will probably desire an organized, detailed discussion and presentation. 
E)  Prospect will probably desire a discussion that helps facilitate a decision.

Question 16

John Hagen, a veteran appliance salesperson, is in an interview with a potential prospect. As the prospect talks about how more people are renting appliances rather than buying them, Hagen replies, "Really? That's interesting. So how many refrigerators do you want to order?" Hagen is engaged in ________ listening.

Accepted Answer

A)  marginal 
B)  active 
C)  evaluative 
D)  routine 
E)  borderline

Question 17

The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.

Accepted Answer

A) True 
 B)False

Question 18

The buyer is leaning forward, his arms are relaxed and open, his face is smiling, and his legs are crossed and pointed toward the salesperson. What should the salesperson do?

Accepted Answer

The answer of The buyer is leaning forward, his arms...

Question 19

Which of the following statements about determining personality style is true?

Accepted Answer

A)  Do not rely on environmental signals. 
B)  Everyone has a primary personality style. 
C)  People cannot have all four styles at once. 
D)  It is easiest to deal with people who exhibit all four personality styles. 
E)  A person's primary style often remains the same in normal and stress situations.

Question 20

What are three characteristics of a senser personality type?

Accepted Answer

The answer of What are three characteristics of a senser...

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

All of the following can help change caution signals into acceptance signals EXCEPT:

________ occurs when listeners are easily distracted by their thoughts.

________ refers to the gathering information and uncovering customer needs by using one or more questions.

As you deliver your planned sales presentation, you become increasingly aware your buyer is sending you caution signals. Which of the following courses of action would be the best one to try?

Mildred sells industrial-sized refrigeration units. Her prospective buyer's face looks tense, and his forehead is wrinkled. The buyer is avoiding looking at Mildred's eyes and he has his arms crossed over his chest. Mildred should:

Testimonials from satisfied customers would be one way that Austin could establish:

What is empathy?

Even if a salesperson fails to notice the feedback signals being sent by a prospect, feedback has still occurred.

In the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called:

The receiver is the person for whom communication is intended.

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses ________, a good tool of the successful salesperson.

What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

When preparing a sales presentation to a prospect with a thinker personality, a salesperson should pay attention to all of the points, EXCEPT?

The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.

The buyer is leaning forward, his arms are relaxed and open, his face is smiling, and his legs are crossed and pointed toward the salesperson. What should the salesperson do?

Which of the following statements about determining personality style is true?

What are three characteristics of a senser personality type?