Question 1

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

Accepted Answer

A) True 
 B)False

Question 2

In the vignette "Communication is Key in my Business" the medical supply salesman suggests it is important for him to maintain careful and constant communication with:

Accepted Answer

A) customers and his sales manager. 
B) the American Medical Association. 
C) the general public. 
D) providers of alternative medicine services. 
E) past patients.

Question 3

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 4

What is social networking? What are the implications of this form of communication for salespeople?

Accepted Answer

The answer of What is social networking? What are the...

Question 5

In the vignette "Open Lines of Communication, Please" the author asks salespeople to tell him about:

Accepted Answer

A) the latest technological advances competitors are developing. 
B) internal company politics that might affect corporate/government relations. 
C) situational effectiveness of communications vehicles. 
D) bad news, good news, and changes. 
E) none of the above

Question 6

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Accepted Answer

The answer of In terms of the communication process, what...

Question 7

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

Accepted Answer

A) Use precise words like "cease" and "pizzazz". 
B) Use words with alternative meanings like "right". 
C) Use descriptive expressions like "to put all the eggs in one basket". 
D) Use action-specific verbs like "press that button". 
E) Any of the above would be good advice for dealing with someone for whom English is a second language.

Question 8

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 9

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

Accepted Answer

A) leaning backwards 
B) lack of eye contact 
C) furrowed brow and pursed lips 
D) playing with items on the table or desk 
E) all of the above

Question 10

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 11

________________ is the use of a variety of Web sites to enhance and maintain contact among users with similar interests.

Accepted Answer

A) Electronic speaking-listening differential 
B) Decoding 
C) Word picturing 
D) Social networking 
E) International communication

Question 12

Social networking focuses on those customers who are also socially important.

Accepted Answer

A) True 
 B)False

Question 13

One way to define the speaking-listening differential is to say:

Accepted Answer

A) active listening makes better speakers. 
B) customers can listen to words at a rate more than five times as fast as the rate at which the salesperson can speak. 
C) loose lips sink ships. 
D) speaking divided by listening equals communication. 
E) articulation equals listening divided by speech rate.

Question 14

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 15

In which of the four distance zones, do most business transactions occur?

Accepted Answer

The answer of In which of the four distance zones,...

Question 16

In the opening profile, Azure Barbeau states, "the most important thing to understand when trying to communicate with customers is their nonverbal communication style."

Accepted Answer

A) True 
 B)False

Question 17

Which of the following statements about body language is true?

Accepted Answer

A) Only one's voice characteristics carry more of the communication exchange than body language. 
B) Customers may look away from the salesperson while they actively consider information in the sales presentation. 
C) Hand gestures have the same meanings in all cultures. 
D) A person rocking from side-to-side is conveying a positive outlook. 
E) Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Question 18

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 19

What do salespeople who use email need to be aware of when writing and sending sales communications?

Accepted Answer

The answer of What do salespeople who use email need...

Question 20

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

Exam 4: Using Communication Principles to Build Relationships

Many consumers have an image of salespeople as loud, fast-talking people. These are standard active listening characteristics of salespeople.

In the vignette "Communication is Key in my Business" the medical supply salesman suggests it is important for him to maintain careful and constant communication with:

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:

What is social networking? What are the implications of this form of communication for salespeople?

In the vignette "Open Lines of Communication, Please" the author asks salespeople to tell him about:

In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. For a native English speaker, when talking with a prospect for whom English is a second language which of the following is good advice?

When asking questions the salesperson should:

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

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."?

________________ is the use of a variety of Web sites to enhance and maintain contact among users with similar interests.

Social networking focuses on those customers who are also socially important.

One way to define the speaking-listening differential is to say:

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

In which of the four distance zones, do most business transactions occur?

In the opening profile, Azure Barbeau states, "the most important thing to understand when trying to communicate with customers is their nonverbal communication style."

Which of the following statements about body language is true?

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

What do salespeople who use email need to be aware of when writing and sending sales communications?

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.