Question 1

Shaking hands should:

Accepted Answer

A)  be the prospect's choice.
B)  be the first thing a salesperson does.
C)  only happen the first time a salesperson meets a prospect.
D)  always take place with the prospect seated.
E)  all of the aboveF) B) and E)
G) None of the above

Question 2

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

Accepted Answer

A)  becomes excited since that is a sign of interest by the customer.
B)  becomes concerned because that is a sign the customer is stressed.
C)  becomes excited because it indicates the customer is ready to close the deal.
D)  becomes concerned because it indicates the customer is bored.
E)  all of the aboveF) B) and E)
G) B) and C)

Question 3

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Accepted Answer

The answer of Gerald walks into a customer's office and...

Question 4

Adapting your communication style to your audience will help you to keep your messages:

Accepted Answer

A)  from being misinterpreted.
B)  clear, concise, and audience-appropriate.
C)  consistent with corporate ethical guidelines.
D)  from being excessively long-winded.
E)  all of the above.F) B) and D)
G) A) and E)

Question 5

Tyler is paying careful attention to what Jack (her prospect)  says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Accepted Answer

A)  focused learning.
B)  presentation protocol.
C)  active listening.
D)  dynamic hearing.
E)  all of the aboveF) None of the above
G) C) and D)

Question 6

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Accepted Answer

A) True 
 B)False

Question 7

Salespeople should vary the loudness of their speech:

Accepted Answer

A)  to produce recognizable images.
B)  according to the gatekeeper's instructions.
C)  to determine your constant inflection point.
D)  to avoid monotony.
E)  is accurately described by all of the aboveF) C) and D)
G) A) and C)

Question 8

Which of the following statements about body language is true?

Accepted Answer

A)  Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing.
B)  Individuals use increased arm movement when they are expressing an opinion.
C)  Open and relaxed hands are a good indicator of boredom.
D)  The meaning of hand gestures is consistent from one culture to another.
E)  Individuals sitting with their legs crossed are sending a message of cooperation and confidence.F) B) and C)
G) A) and C)

Question 9

When salespeople communicate in a high-technology environment, they should:

Accepted Answer

A)  never deliver bad news via e-mail.
B)  avoid "techno-overkill".
C)  make sure the communication is meaningful.
D)  customize their messages.
E)  do all of the aboveF) All of the above
G) A) and B)

Question 10

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Accepted Answer

A)  cold.
B)  intrusive.
C)  impersonal.
D)  glacial.
E)  unfriendly.F) A) and B)
G) B) and C)

Question 11

To make the point that communications need to be appropriate to the audience receiving them, Kathy showed a group of reading teachers the molecular formula for compounds produced by PKC Pharmaceutical companies. Even though the information was in English, the teachers did not have a clue what it was about. Kathy was using:

Accepted Answer

A)  an analogy.
B)  an 80-20 rule diagram.
C)  public zone, and personal zone differentials.
D)  nonverbal communication.
E)  high-inflection culture content.F) None of the above
G) C) and E)

Question 12

Which of the following is a suggestion for active listening?

Accepted Answer

A)  Avoid repeating the same information.
B)  Never summarize information already provided.
C)  Do not embarrass the customer by rephrasing his or her comments.
D)  Do not allow any moments of silence during the sales pitch.
E)  None of the above is a suggestion for active listening.F) B) and D)
G) A) and D)

Question 13

In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.

Accepted Answer

A)  announcing and denouncing
B)  preferring and referring
C)  translating and interpreting
D)  deciphering and depicting
E)  evaluating and influencingF) B) and E)
G) B) and D)

Question 14

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

Accepted Answer

Without two-way communication, salespeop...

Question 15

How do salespeople engage in active listening?

Accepted Answer

By repeating, rephrasing or cl...

Question 16

Which of the following statements describes a problem the speaking-listening differential may cause?

Accepted Answer

A)  The quality of the salesperson's handshake becomes more important.
B)  Centralized buying may take the customer firm's buying function out of the salesperson's territory.
C)  The buying center will have multiple gatekeepers.
D)  The salesperson may not know what the prospect wants even after the prospect has told him or her.
E)  Salespeople will have trouble making appointments with prospects.F) A) and D)
G) B) and D)

Question 17

The personal zone is reserved for a salesperson's supervisors.

Accepted Answer

A) True 
 B)False

Question 18

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Accepted Answer

A)  contemplative posture
B)  avoidance of eye contact
C)  playing with items on the desk
D)  shaking head
E)  pursed lips and furrowed browF) C) and E)
G) A) and D)

Question 19

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Accepted Answer

A)  The lips are the most important area of the face to watch to determine if the person is really listening.
B)  When someone stares at you, it indicates a strong desire to please.
C)  Cultural differences exist concerning eye contact between individuals.
D)  The tightening of the facial muscles indicates a strong interest in what is being said.
E)  Eyes cast down indicate that the listener is bored.F) All of the above
G) D) and E)

Question 20

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Accepted Answer

A) True 
 B)False

Exam 4: Using Communication Principles to Build Relationships

Salespeople should vary the loudness of their speech:

Correct Answer
verified

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Correct Answer
verified

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Correct Answer
verified

Which of the following statements describes a problem the speaking-listening differential may cause?

Correct Answer
verified

Correct Answer
verified

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Correct Answer
verified

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

Correct Answer
verified
Without two-way communication, salespeop...
View Answer

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Correct Answer
verified

When salespeople communicate in a high-technology environment, they should:

Correct Answer
verified

The personal zone is reserved for a salesperson's supervisors.

Correct Answer
verified

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

Correct Answer
verified

Which of the following is a suggestion for active listening?

Correct Answer
verified

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Correct Answer
verified

How do salespeople engage in active listening?

Correct Answer
verified
By repeating, rephrasing or cl...
View Answer

Adapting your communication style to your audience will help you to keep your messages:

Correct Answer
verified

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Correct Answer
verified

In two-way communication, encoding and decoding refer to and thoughts and interpretations.

Correct Answer
verified

Which of the following statements about body language is true?

Correct Answer
verified

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Correct Answer
verified

Shaking hands should:

Correct Answer
verified

Exam 4: Using Communication Principles to Build Relationships

Salespeople should vary the loudness of their speech:

Correct AnswerverifiedShow Answer

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Correct AnswerverifiedShow Answer

The speaking-listening differential can be used to predict how many moments of silence will likely occur in the sales presentation.

Correct AnswerverifiedShow Answer

Which of the following statements describes a problem the speaking-listening differential may cause?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The 80-20 listening differential suggests salespeople should speak 80 percent of the time and listen 20 percent of the time.

Correct AnswerverifiedShow Answer

Why is it essential for a salesperson to use two-way communication to tailor his or her presentation?

Correct AnswerverifiedWithout two-way communication, salespeop...View AnswerShow Answer

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Correct AnswerverifiedShow Answer

When salespeople communicate in a high-technology environment, they should:

Correct AnswerverifiedShow Answer

The personal zone is reserved for a salesperson's supervisors.

Correct AnswerverifiedShow Answer

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

Correct AnswerverifiedShow Answer

Which of the following is a suggestion for active listening?

Correct AnswerverifiedShow Answer

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

Correct AnswerverifiedShow Answer

How do salespeople engage in active listening?

Correct AnswerverifiedBy repeating, rephrasing or cl...View AnswerShow Answer

Adapting your communication style to your audience will help you to keep your messages:

Correct AnswerverifiedShow Answer

Tyler is paying careful attention to what Jack (her prospect) says and sorting out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack she's interested in what Jack is saying. Tyler is engaged in:

Correct AnswerverifiedShow Answer

In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations.

Correct AnswerverifiedShow Answer

Which of the following statements about body language is true?

Correct AnswerverifiedShow Answer

Gerald walks into a customer's office and hears a birthday party going on in the next room. What type of problem could this create for Gerald?

Correct AnswerverifiedShow Answer

Shaking hands should:

Correct AnswerverifiedShow Answer

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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Without two-way communication, salespeop...
View Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
By repeating, rephrasing or cl...
View Answer

Correct Answer
verified

Correct Answer
verified

In two-way communication, encoding and decoding refer to and thoughts and interpretations.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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