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

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

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.

Answer 3

False

Question 4

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

Question 5

A salesperson can change caution signals into agreement signals by speeding up a planned presentation.

Question 6

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

Question 7

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

Question 8

Facial expressions are the most reliable source of acceptance signals.

Question 9

The unspoken message in most companies is that freedom in dress may be a privilege of rank.

Question 10

In a normal two-person conversation, at least 60 percent of the social meaning is expressed verbally.

Question 11

The receiver is the person for whom communication is intended.

Question 12

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

Question 13

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

Question 14

People can listen approximately twice as fast as they can talk.

Question 15

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

Question 16

Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

Question 17

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

Question 18

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

Question 19

The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

Question 20

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

Question 21

From a communications model perspective, the salesperson in a sales call is the:

A) interpreter.
B) dispatcher.
C) receiver.
D) source.
E) decoder.

Question 22

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

Question 23

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

Question 24

Untrained listeners typically retain 75% of a conversation.

Question 25

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

Question 26

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

Question 27

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

Question 28

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

Question 29

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:

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

Question 30

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

Question 31

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

Question 32

In a communication process, the information conveyed by the salesperson to the prospect in a sales presentation is known as the:

A) source.
B) message.
C) transcription.
D) source credibility.
E) channel feedback tool.

Question 33

When engaged in marginal listening, Andrew, the salesperson, focuses on the speaker's words and tries to see the prospects' point of view.

Question 34

Active listening is the easiest type of listening for a novice salesperson.

Question 35

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

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

Question 36

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Question 37

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

Question 38

Hearing is the process of deriving meaning from sounds.

Question 39

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

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

Question 40

When you call on a prospect, your words, visual materials, and body language are all used to communicate with your prospect. With reference to the communication process, these are collectively known as:

A) feedback generation
B) encoding.
C) the medium.
D) decoding.
E) the message.

Question 41

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

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 42

Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

A) noise.
B) a caution signal.
C) negative feedback.
D) a disagreement signal.
E) an alternate communication channel.

Question 43

Identify the area that is normally used for a sales presentation.

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

Question 44

Maria sells women's accessories. Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation. The prospect's legs are uncrossed, and her arms are relaxed. Maria should:

A) use open-ended questions to determine the buyer's objections.
B) stop her planned presentation and reduce sales pressure.
C) attempt to close the sale without using the samples.
D) continue as planned with the sales presentation.
E) accept that the buyer is an unqualified prospect.

Question 45

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

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

Question 46

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

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

Question 47

Which of the following is an acceptance signal?

A) Uncrossed legs
B) Leaning backward
C) Little eye contact
D) Closed arms
E) Closed hands

Question 48

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

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

Question 49

International protocol for handshaking dictates that it is appropriate to:

A) avoid initiating handshakes if you are a woman.
B) pull your hand away quickly in all cultures.
C) give very brief, strong handshakes in Arab countries.
D) shake hands three times with Japanese businesspersons.
E) shake hands with everyone in the room in all cultures.

Question 50

A distance of up to two feet around an individual is defined as:

A) controlled space.
B) low distance.
C) close space.
D) intimate space.
E) adjacency.

Question 51

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.

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

Question 52

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?

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

Question 53

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

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 54

If you enter into a new prospect's _____ space without his/her permission, the prospect may not only find your behavior socially unacceptable, but also possibly offensive.

A) collective
B) intimate
C) social
D) shared
E) public space

Question 55

In most offices, the salesperson sits directly across the desk from the prospect. This defensive barrier allows the prospect to control much of the conversation and remain safe from:

A) space hijack.
B) territory assault.
C) space invasion.
D) personal intrusion.
E) information overload.

Question 56

The receiver's reaction to the communication is transmitted to the sender through:

A) a source response.
B) feedback.
C) noise.
D) decoding.
E) translators.

Question 57

_____ is the reception and translation of information by the receiver.

A) Feedback
B) Communication design
C) Encoding
D) Medium optimization
E) Decoding

Question 58

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

A) Wear your hair long to show an optimistic outlook on life.
B) Use hair styling products to maintain a stylish appearance.
C) Wear your hair short to suggest a conservative, professional, and business-like approach.
D) Wear your hair at a medium length to avoid offending prospects that prefer long or short hair.
E) Consider the types of customers you will be calling on and select your hairstyle accordingly.

Question 59

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

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

Question 60

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." The dentist commented that he has never purchased an MTI drill because they seem overpriced and unreliable. In terms of the communication process, the dentist:

A) provided feedback.
B) encoded the message.
C) created significant noise.
D) decoded a nonverbal message.
E) altered the communication channel.

Question 61

According to the text, the two skills needed to be an effective sales communicator are:

A) requesting and receiving persuasive signals.
B) asking and answering open-ended questions.
C) organizing and summarizing statistics.
D) preparing and presenting information.
E) encoding and decoding messages.

Question 62

In terms of the communication process, probing stimulates which of the following?

A) Sending
B) Decoding
C) Receiving
D) Feedback
E) Channeling

Question 63

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

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 64

According to the text, MCI salespeople plan questions to ask during sales presentations for the purpose of:

A) assessing verbal and nonverbal feedback about MCI.
B) requesting additional information about MCI products.
C) gathering statistical information for MCI management.
D) providing positive feedback about MCI products to buyers.
E) determining how a prospect feels about an MCI competitor.

Question 65

The appliance salesperson asked the prospect, "What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson, in this case, has used:

A) probing.
B) channeling.
C) targeting.
D) detail selling.
E) empathizing.

Question 66

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

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 67

All of the following can help change caution signals into acceptance signals EXCEPT:

A) being positive and enthusiastic.
B) changing the planned presentation.
C) asking open-ended questions.
D) carefully listening to the buyer's message.
E) continuing with the presentation.

Question 68

Empathy is defined as the ability to:

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 69

Lee sells industrial-sized refrigeration units. Her prospective buyer's face looks tense, and his forehead is wrinkled. The buyer is avoiding looking at Lee's eyes and he has his arms crossed over his chest. Lee should:

A) ask closed-ended questions.
B) apologize for her intrusion and leave.
C) let the buyer know that she is aware that something is bothering him.
D) assume the buyer has reached the interest stage.
E) continue her presentation with added pressure.

Question 70

Persuasion is defined as:

A) a means of creating an immediate erosion of territorial space.
B) a coercive motivational tool used to change public interests.
C) the ability to change a person's belief, position, or course of action.
D) an unethical tool for handling legitimate objections.
E) the ability to create supply and demand.

Question 71

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

Question 72

The KISS rule advises a salesperson to:

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 73

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

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

Question 74

A flower distributor asked the Fresh Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Fresh Farms had available. The sales representative most likely forgot to follow the:

A) L-O-C-A-T-E rule.
B) SELL sequence.
C) Golden Rule.
D) SWOT analysis.
E) KISS rule.

Question 75

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the _____ personality type.

A) senser
B) instigator
C) intuitor
D) feeler
E) thinker

Question 76

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

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

Question 77

Salespeople should immediately stop the planned presentation and quickly adjust to the situation when they receive _____ signals.

A) caution
B) warning
C) territorial
D) watchfulness
E) disagreement

Question 78

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?

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

Question 79

According to self-concept theory, which term refers to how people see themselves?

A) Real self
B) Self-image
C) True self
D) Ideal self
E) Looking-glass self

Question 80

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?"

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