Question 1

A medical supplies salesperson walks into a hospital administrator's office.The administrator invites the salesperson to sit in a chair directly across the desk from her.Into which space zone is the salesperson being placed?

Accepted Answer

A)   Intimate
B)   Communal
C)   Social
D)   Personal
E)   Public C

Question 2

The closest zone a stranger or business acquaintance is normally allowed to enter is called an individual's _____ space.

Accepted Answer

A)   controlled
B)   intimate
C)   social
D)   public
E)   personal E

Question 3

Salespeople should concentrate more on nonverbal cues that are part of a cluster or pattern rather than isolated gestures.

Accepted Answer

A) True 
 B)False  True

Question 4

At the _____ level of listening,the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Accepted Answer

A)   dynamic
B)   passive
C)   marginal
D)   active
E)   evaluative

Question 5

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

Accepted Answer

The answer of What are the characteristics of thinkers and...

Question 6

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process,the description of the drill is the:

Accepted Answer

A)   transcription.
B)   feedback.
C)   source.
D)   message.
E)   noise.

Question 7

What is the difference between hearing and listening? Why is it important for salespeople to do both? How can salespeople encourage buyers to listen?

Accepted Answer

The answer of What is the difference between hearing and...

Question 8

Which term refers to gathering information and uncovering customer needs by using one or more questions?

Accepted Answer

A)   Channeling
B)   Probing
C)   Signaling
D)   Empathizing
E)   Interrogating

Question 9

When the buyer is leaning forward or upright,the buyer is projecting _____ signals.

Accepted Answer

A)   caution
B)   disagreement
C)   acceptance
D)   inhibitory
E)   instructive

Question 10

As you discuss your proposition with your potential buyer,you notice that she is leaning away from you and staring mostly at the paperweight she is fidgeting with.You are receiving _____ signals.

Accepted Answer

A)   rejection
B)   disagreement
C)   caution
D)   intimidation
E)   withdrawal

Question 11

Define communication in a sales context and list the major elements in a basic communication model.

Accepted Answer

The answer of Define communication in a sales context and...

Question 12

When a salesperson receives disagreement signals,he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

Accepted Answer

A)   Asking questions periodically
B)   Assessing body language
C)   Listening carefully to others
D)   Making comments when needed
E)   Becoming multi-lingual

Question 14

Which of the following best describes Western and Eastern European handshakes?

Accepted Answer

A)   Reshake hands after a lunch or a short break
B)   Bow slightly while shaking hands with women
C)   Shake hands in a limp fashion for a longer duration
D)   Shake hands in a light and lingering fashion
E)   Shake hands with only the key person in a group

Question 15

Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Accepted Answer

A) True 
 B)False

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 most likely engaged in _____ listening.

Accepted Answer

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

Question 17

According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness in a sales situation.

Accepted Answer

A) True 
 B)False

Question 18

The KISS rule advises a salesperson to:

Accepted Answer

A)   ask questions to generate feedback.
B)   maintain a simple presentation style.
C)   remember how important empathy is.
D)   offer persuasive and innovative solutions.
E)   listen closely to the buyer's initial responses.

Question 19

Briefly explain the three levels of listening.

Accepted Answer

The answer of Briefly explain the three levels of listening....

Question 20

Social space,the area that is 2 to 3 feet around a person,is the area normally used for sales presentations.

Accepted Answer

A) True 
 B)False

Exam 5: Communication for Relationship Building: Its Not All Talk

A medical supplies salesperson walks into a hospital administrator's office.The administrator invites the salesperson to sit in a chair directly across the desk from her.Into which space zone is the salesperson being placed?

The closest zone a stranger or business acquaintance is normally allowed to enter is called an individual's _____ space.

Salespeople should concentrate more on nonverbal cues that are part of a cluster or pattern rather than isolated gestures.

At the _____ level of listening,the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process,the description of the drill is the:

What is the difference between hearing and listening? Why is it important for salespeople to do both? How can salespeople encourage buyers to listen?

Which term refers to gathering information and uncovering customer needs by using one or more questions?

When the buyer is leaning forward or upright,the buyer is projecting _____ signals.

As you discuss your proposition with your potential buyer,you notice that she is leaning away from you and staring mostly at the paperweight she is fidgeting with.You are receiving _____ signals.

Define communication in a sales context and list the major elements in a basic communication model.

When a salesperson receives disagreement signals,he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

Which of the following best describes Western and Eastern European handshakes?

Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness in a sales situation.

The KISS rule advises a salesperson to:

Briefly explain the three levels of listening.

Social space,the area that is 2 to 3 feet around a person,is the area normally used for sales presentations.