Question 1

Henri knows that a sales rep's self concept is very important.This self concept is shaped by the ideas,attitudes,feelings,and other thoughts the rep has about himself or herself.This self concept serves to:

Accepted Answer

A) being liked by every one. 
B) promote outgoing behaviors. 
C) handle the stress of a sales job. 
D) edit all incoming information and influence our actions. 
E) be competitive and aggressive.

Question 2

Generally speaking,the firm handshake will communicate:

Accepted Answer

A) moral superiority. 
B) good physical fitness. 
C) sales competence. 
D) a caring attitude. 
E) a degree of nervousness.

Question 3

It is not possible to change our self-concept.

Accepted Answer

A) True 
 B)False

Question 4

Tanya has a good understanding of the relationship building process.She realizes that her feelings and behaviors are consistent with her:

Accepted Answer

A) sales results. 
B) manager's opinion of her. 
C) self concept. 
D) Pearson's effect. 
E) Maslow's effect.

Question 5

Why is having good character and integrity important in selling?

Accepted Answer

The answer of Why is having good character and integrity...

Question 6

In sales work,one should avoid the temptation to address a new prospect by first name.

Accepted Answer

A) True 
 B)False

Question 7

Awareness about verbal communication,non-verbal communication,the double-win philosophy,emotional intelligence is part of:

Accepted Answer

A) customer strategy 
B) communication styles strategy 
C) communication strategy 
D) relationship strategy 
E) competitive advantage strategy

Question 8

All of the following are considered elements of nonverbal communication except:

Accepted Answer

A) entrance and carriage. 
B) facial expression,gestures and posture. 
C) dress and grooming. 
D) choice of words to communicate facts and figures. 
E) eye contact and handshake.

Question 9

________is shaped by the facts,opinions,beliefs and perceptions you have about yourself that influence the way you relate to others.

Accepted Answer

The answer of ________is shaped by the facts,opinions,beliefs and perceptions...

Question 10

Research in the field of communication reveals that:

Accepted Answer

A) what we say rarely is what we mean. 
B) nonverbal behaviors do not contradict verbal messages. 
C) words play a surprisingly small role in the communication process. 
D) the meaning we attach to what is said by another person depends little on visual and auditory data. 
E) nonverbal behaviors seldom reinforce verbal messages.

Question 11

________ is a form of nonverbal communication that has been defined as "messages without words."

Accepted Answer

The answer of ________ is a form of nonverbal communication...

Question 12

One of the strategies for developing positive self concept is:

Accepted Answer

A) become a tough negotiator. 
B) not to be critical about oneself. 
C) look at other peoples negative qualities. 
D) develop 'expert power'. 
E) learn to be more aggressive.

Question 13

Research indicates that when two people communicate,nonverbal messages convey:

Accepted Answer

A) nothing of any importance. 
B) the same impact as verbal messages. 
C) as much impact as words. 
D) much more impact than verbal messages. 
E) ten times as much impact as verbal messages.

Question 14

Sam engages in a process of strategically developing high quality long-term relationships.This process focuses on solving customers' buying problems.This process might be called:

Accepted Answer

A) marketing. 
B) rapport building. 
C) partnering. 
D) target marketing. 
E) selling.

Question 15

According to Daniel Pink,author of A Whole New Mind,we are moving from:

Accepted Answer

A) the conceptual age to the information age. 
B) the technological age to the relationship age. 
C) the information age to the conceptual age. 
D) the industrial age to the service age. 
E) the technological age to the information age.

Question 16

A good conversational strategy for salespeople is to offer a compliment to their prospect.

Accepted Answer

A) True 
 B)False

Question 17

In the information age,personal selling success will depend on:

Accepted Answer

A) collecting competitive intelligence. 
B) collecting customer information. 
C) becoming a marketing expert. 
D) becoming a product expert. 
E) developing and managing customer relationships.

Question 18

Nonverbal messages can reinforce or contradict the spoken word.

Accepted Answer

A) True 
 B)False

Question 19

The outcome of quality partnerships between sales people and customers is:

Accepted Answer

A) lack of customer complaints. 
B) lower social risk for the customers in the purchase. 
C) long-term customer loyalty. 
D) lower cognitive dissonance for the customers. 
E) lower functional risk for the customers in the purchase.

Question 20

Emotional intelligence refers to all of the following traits except:

Accepted Answer

A) empathy 
B) adaptability. 
C) very high intelligence. 
D) well-developed social skills. 
E) self-confidence.

Exam 3: Creating Value With a Relationship Strategy

Henri knows that a sales rep's self concept is very important.This self concept is shaped by the ideas,attitudes,feelings,and other thoughts the rep has about himself or herself.This self concept serves to:

Generally speaking,the firm handshake will communicate:

It is not possible to change our self-concept.

Tanya has a good understanding of the relationship building process.She realizes that her feelings and behaviors are consistent with her:

Why is having good character and integrity important in selling?

In sales work,one should avoid the temptation to address a new prospect by first name.

Awareness about verbal communication,non-verbal communication,the double-win philosophy,emotional intelligence is part of:

All of the following are considered elements of nonverbal communication except:

________is shaped by the facts,opinions,beliefs and perceptions you have about yourself that influence the way you relate to others.

Research in the field of communication reveals that:

________ is a form of nonverbal communication that has been defined as "messages without words."

One of the strategies for developing positive self concept is:

Research indicates that when two people communicate,nonverbal messages convey:

Sam engages in a process of strategically developing high quality long-term relationships.This process focuses on solving customers' buying problems.This process might be called:

According to Daniel Pink,author of A Whole New Mind,we are moving from:

A good conversational strategy for salespeople is to offer a compliment to their prospect.

In the information age,personal selling success will depend on:

Nonverbal messages can reinforce or contradict the spoken word.

The outcome of quality partnerships between sales people and customers is:

Emotional intelligence refers to all of the following traits except: