Question 1

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 2

_____ 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 3

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

Accepted Answer

A)  space threats. 
B)  territorial assailants. 
C)  space invasions. 
D)  territorial intruders. 
E)  trespassers.

Question 4

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 5

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses _____, a good tool of the successful salesperson.

Accepted Answer

A)  selective questioning 
B)  problem solving 
C)  targeting 
D)  probing 
E)  empathy

Question 6

A desk is commonly used to maintain both personal space and social space between buyers and sellers.

Accepted Answer

A) True 
 B)False

Question 7

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 8

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 9

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

Accepted Answer

A) True 
 B)False

Question 10

When we are engaged in _____ listening, it is easy to become distracted by emotion-laden words. Instead of listening to the prospect, we may become obsessed with the offensive words and wonder what to do about them.

Accepted Answer

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

Question 11

Which of the following statements about feedback is most likely INCORRECT?

Accepted Answer

A)  In planning a presentation, it is impossible to predetermine when and what feedback-producing questions to ask. 
B)  If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred. 
C)  It may be appropriate to use questions that obtain negative feedback. 
D)  It may be appropriate to use questions that obtain positive feedback. 
E)  Feedback can be verbal or nonverbal.

Question 12

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 13

Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

Accepted Answer

A) True 
 B)False

Question 14

Salespeople should deal with sensers in a factual manner using graphs, models, and samples.

Accepted Answer

A) True 
 B)False

Question 15

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

Question 16

Probing questions are intended to assess the buyer's attitude about a sales presentation.

Accepted Answer

A) True 
 B)False

Question 17

According to the text, which of the following is a true statement regarding business attire?

Accepted Answer

A)  Clothes send a vocal message about the salesperson. 
B)  Few major corporations still encourage conservative clothing. 
C)  A salesperson's wardrobe plays a significant factor in sales success. 
D)  Sporty clothing and business casual are appropriate in most situations. 
E)  Overly conservative clothing highlights a salesperson's aggressiveness.

Question 18

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 19

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

Accepted Answer

A) True 
 B)False

Question 20

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

Accepted Answer

A) True 
 B)False

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

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:

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

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

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

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses _____, a good tool of the successful salesperson.

A desk is commonly used to maintain both personal space and social space between buyers and sellers.

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

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

Acceptance signals indicate that the buyer is favorably inclined toward the salesperson and the sales presentation.

When we are engaged in _____ listening, it is easy to become distracted by emotion-laden words. Instead of listening to the prospect, we may become obsessed with the offensive words and wonder what to do about them.

Which of the following statements about feedback is most likely INCORRECT?

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.

Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

Salespeople should deal with sensers in a factual manner using graphs, models, and samples.

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

Probing questions are intended to assess the buyer's attitude about a sales presentation.

According to the text, which of the following is a true statement regarding business attire?

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.

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

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.