Question 1

Most sales transactions take place in the personal zone.

Accepted Answer

A) True 
 B)False

Question 2

Jennifer walks in to her customer's office and immediately the customer begins talking about his problems both at work and at home. Jennifer had a sales presentation prepared for the customer but, instead quietly listens, asking questions where appropriate and offering support when appropriate. Jennifer is practicing:

Accepted Answer

A) the paraphrasing what a prospect says mirroring technique. 
B) active listening. 
C) the body language agreement method. 
D) the tolerating silence presentation format. 
E) the low-context, high-context differential.

Question 3

What voice characteristic refers to the production of recognizable sounds?

Accepted Answer

The answer of What voice characteristic refers to the production...

Question 4

During a 30-minute sales call approximately __________ nonverbal signals are exchanged.

Accepted Answer

A) 80 
B) 800 
C) 4500 
D) 8,000 
E) 80,000

Question 5

What are the three forms of nonverbal expression? What do experts say about the importance of nonverbal behavior?

Accepted Answer

The answer of What are the three forms of nonverbal...

Question 6

The three forms of nonverbal expression salespeople can use to convey messages to their customers.

Accepted Answer

The answer of The three forms of nonverbal expression salespeople...

Question 7

What should a salesperson do if a prospect asks him to conduct the sales presentation near a large, noisy piece of assembly line equipment while the prospect watches the line for any malfunctions?

Accepted Answer

A) Do as the prospect requested and give his or her sales presentation. 
B) Ask the prospect if it is possible to reschedule the meeting to a time when the prospect is less distracted. 
C) Plan on relying on nonverbal communication to determine the success of the presentation. 
D) Assume the prospect will pay closer attention to the presentation because he must listen while he watches. 
E) Give up on the prospect; he or she is obviously not interested.

Question 8

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.

Accepted Answer

A) active listening 
B) speaking-listening differential 
C) lazy tongue syndrome 
D) the need for indirect questioning 
E) the need for open-ended questions

Question 9

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

Accepted Answer

A) listening model 
B) personal-interpersonal differential 
C) body language agreement model 
D) speaking-listening differential 
E) word picture-loudness zone

Question 10

Feedback in sales communication can be either verbal or nonverbal.

Accepted Answer