Question 1

The salesperson was using _____ in her sales presentation when she said,"I was so sorry to hear about the break-in at your warehouse.Is there any way that I can help you deal with this problem?"

Accepted Answer

A)  persuasion 
B)  decoding 
C)  a trial close 
D)  signaling 
E)  empathy

Question 2

Empathy is defined as the ability to:

Accepted Answer

A)  adjust communication signals. 
B)  recognize and respond to buyer feedback. 
C)  identify and understand the other person's feelings. 
D)  change a person's beliefs, position, or course of action. 
E)  uncover customer needs by using one or more questions.

Question 3

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

Accepted Answer

A) True 
 B)False

Question 4

An active listener refrains from evaluating the message and tries to see the other person's point of view.

Accepted Answer

A) True 
 B)False

Question 5

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 6

The concept of _____ space refers to the area around the self into which a person will not allow another person without consent.

Accepted Answer

A)  territorial 
B)  adjacent 
C)  secured 
D)  private 
E)  controlled

Question 7

Give three examples of probing questions that could be asked by someone selling new cars.

Accepted Answer

The answer of Give three examples of probing questions that...

Question 8

_____ is the ability to identify and understand the other person's feelings,ideas,and situation.

Accepted Answer

A)  Persuasion 
B)  Empathy 
C)  Enthusiasm 
D)  Conviction 
E)  Affiliation

Question 9

A senser is a people-oriented individual who is sensitive to people's needs.

Accepted Answer

A) True 
 B)False

Question 10

Explain the concept of territorial space.Why should salespeople be aware of the physical space between themselves and their prospects?

Accepted Answer

The answer of Explain the concept of territorial space.Why should...

Question 11

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 12

A salesperson who receives caution and disagreement signals should ask the prospect open-ended questions to encourage two-way communication.

Accepted Answer

A) True 
 B)False

Question 13

Aaron enjoys spending time with customers,often makes spontaneous sales calls,and has a tendency to postpone writing reports.His desk is full of pictures of his many children and grandchildren.What personality type is Aaron?

Accepted Answer

A)  Senser 
B)  Engineer 
C)  Intuitor 
D)  Feeler 
E)  Thinker

Question 14

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Accepted Answer

A) True 
 B)False

Question 15

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

Accepted Answer

A) True 
 B)False

Question 16

The buyer projects caution signals with a body angle that leans toward the salesperson.

Accepted Answer

A) True 
 B)False

Question 17

Why is it important for a salesperson to be aware of caution signals?

Accepted Answer

A)  They indicate blocked communication. 
B)  They usually lead to the next step, which is buyer acceptance. 
C)  They signal the salesperson to speed up the sales presentation. 
D)  They warn the salesperson to close the deal quickly before a competitor does. 
E)  They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer.

Question 18

Pharmaceutical companies often quote research studies performed by outstanding physicians at prestigious medical schools to validate claims of product benefits.This is an example of the use of:

Accepted Answer

A)  proof statements. 
B)  image advertising. 
C)  customer referrals. 
D)  interactive advertising. 
E)  reflective advertising.

Question 19

A limp handshake signals aloofness,while a cold fish handshake indicates unfriendliness.

Accepted Answer

A) True 
 B)False

Question 20

You are creating the preparatory notes and slides for a sales presentation.This is a part of the _____ element in the basic communication model.

Accepted Answer

A)  encoding 
B)  message 
C)  receiver 
D)  decoding 
E)  feedback

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

The salesperson was using _____ in her sales presentation when she said,"I was so sorry to hear about the break-in at your warehouse.Is there any way that I can help you deal with this problem?"

Empathy is defined as the ability to:

Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

An active listener refrains from evaluating the message and tries to see the other person's point of view.

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

The concept of _____ space refers to the area around the self into which a person will not allow another person without consent.

Give three examples of probing questions that could be asked by someone selling new cars.

_____ is the ability to identify and understand the other person's feelings,ideas,and situation.

A senser is a people-oriented individual who is sensitive to people's needs.

Explain the concept of territorial space.Why should salespeople be aware of the physical space between themselves and their prospects?

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

A salesperson who receives caution and disagreement signals should ask the prospect open-ended questions to encourage two-way communication.

Aaron enjoys spending time with customers,often makes spontaneous sales calls,and has a tendency to postpone writing reports.His desk is full of pictures of his many children and grandchildren.What personality type is Aaron?

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

The buyer projects caution signals with a body angle that leans toward the salesperson.

Why is it important for a salesperson to be aware of caution signals?

Pharmaceutical companies often quote research studies performed by outstanding physicians at prestigious medical schools to validate claims of product benefits.This is an example of the use of:

A limp handshake signals aloofness,while a cold fish handshake indicates unfriendliness.

You are creating the preparatory notes and slides for a sales presentation.This is a part of the _____ element in the basic communication model.