Question 1

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.
A) start her presentation over from the beginning
B) quickly move to a trial close
C) restate the customer's comment
D) call her sales manager
E) all of the above

Accepted Answer

Restating the customer's comment allows Ursula to clarify what the customer meant without interrupting the flow of the negotiation or risking miscommunication. Starting over from the beginning or quickly moving to a trial close may not address the customer's confusion and may come across as unprofessional. Calling her sales manager should only be done as a last resort if Ursula is truly stuck and cannot resolve the issue on her own.

Question 2

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.
A) active listening
B) speaking-listening differential
C) lazy tongue syndrome
D) the need for indirect questioning
E) the need for open-ended questions

Accepted Answer

The term "speaking-listening differential" encompasses the idea that different individuals may have varying rates of speech and listening abilities. Ned's ability to listen at a rate of five times faster than Louise's speaking rate represents a significant difference in their abilities, which falls under this concept. The other options do not accurately describe or relate to this idea.

Question 3

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:
A) focused learning
B) presentation protocol
C) active listening
D) dynamic hearing
E) all of the above

Accepted Answer

Tyler is engaging in active listening, which involves paying attention and showing interest in what the prospect is saying through things like eye contact and nods of the head. Focused learning and dynamic hearing are not established terms for this type of activity, and presentation protocol implies a more formalized set of rules rather than a conversational approach.

Question 4

Which of the following is a suggestion for active listening?
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.

Accepted Answer

The answer of Which of the following is a suggestion...

Question 5

One way to define the speaking-listening differential is to say:
A) active listening makes better speakers
B) customers can listen to words at a rate more than five times as fast as the rate at which the salesperson can speak
C) lose lips sink ships
D) speaking divided by listening equals communication
E) articulation equals listening divided by speech rate

Accepted Answer

The speaking-listening differential refers to the difference between how quickly people can speak compared to how quickly others can listen and comprehend. Choice B specifically addresses this difference, stating that customers can listen faster than salespeople can speak, highlighting the importance of being concise and clear in communication. Choices A, C, D, and E mention aspects of communication but do not directly address the speaking-listening differential.

Question 6

Which of the following is a suggestion for active listening?
A) Echo what the prospect has said.
B) Summarize the conversation.
C) Be quiet while the prospect thinks.
D) Concentrate on ideas rather than just words.
E) Do any of the above to encourage active listening.

Accepted Answer

All of the options listed are suggestions for active listening, so E is the best choice. Echoing what the prospect has said shows that you are actively listening and encourages them to provide more information. Summarizing the conversation can help ensure that both parties are on the same page and that nothing was missed. Being quiet while the prospect thinks allows them time to gather their thoughts and provide a more complete response. Concentrating on ideas rather than just words helps to understand the meaning behind what the prospect is saying.

Question 7

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:
A) paraphrasing what a prospect says.
B) listening to the customer's words from the customer's point of view.
C) asking questions to gain a more complete understanding of what the customer is trying to communicate.
D) tolerating silence gives the customer time to think.
E) summarizing provides both the salesperson and the customer with an overview of what has been said.

Accepted Answer

Andrea is using questioning techniques to gain a better understanding of the customer's issue, which is a key component of active listening. Paraphrasing, listening from the customer's point of view, tolerating silence, and summarizing are all important active listening skills, but they are not being demonstrated in this specific scenario.

Question 8

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.
A) listening model
B) personal-interpersonal differential
C) body language agreement model
D) speaking-listening differential
E) word picture-loudness zone

Accepted Answer

The answer of The 80-20 ______________ suggests salespeople should listen...

Question 9

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

Accepted Answer

The speaking-listening differential may cause a problem where the salesperson may not know what the prospect wants even after the prospect has told him or her. This means that the salesperson may not have listened effectively or understood the needs of the prospect, leading to miscommunication and potential loss of the sale.

Question 10

Instead of describing the product, the salesperson was nodding her head and using expressions like, "Really?" "Uh-huh," and "That's interesting." The salesperson is:
A) trying to find the appropriate time to close the sale
B) dealing with customer objections
C) engaging in active listening
D) watching for nonverbal communication to see if the customer really meant what he was saying
E) encouraging active speaking

Accepted Answer

The salesperson is using active listening techniques by responding and acknowledging what the customer is saying. This helps to build rapport and trust with the customer.

Question 11

Which of the following statements about body language is true?
A) Only one's voice characteristics carry more of the communication exchange than body language.
B) Customers may look away from the salesperson while they actively consider information in the sales presentation.
C) Hand gestures have the same meanings in all cultures.
D) A person rocking from side-to-side is conveying a positive outlook.
E) Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Accepted Answer

It is common for customers to look away from the salesperson while they actively consider information in the sales presentation. This does not necessarily indicate disinterest or negative body language.

Question 12

Sabrina needs to "bite her tongue" after asking the prospect a difficult question. Tolerating silence is often important to allow the customer:
A) time to think
B) an opportunity to end the meeting
C) to shift from the intimate to the social zone
D) inflection
E) alternative body language word pictures

Accepted Answer

Tolerating silence after asking a difficult question allows the customer time to think and process their answer without feeling rushed or pressured. This can help them provide a more thoughtful and potentially valuable response.

Question 13

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?
A) to buy time, so he could determine how to deal with a customer objection
B) to provide feedback to the customer
C) to avoid having any lulls in the conversation
D) to verify that he decoded the customer's message correctly
E) to summarize the customer's concerns

Accepted Answer

By repeating the negative comment word for word, the salesperson is verifying that he understood the customer correctly, ensuring that he is addressing the customer's concerns accurately.

Question 14

Which of the following statements about active listening is FALSE?
A) Paraphrasing what a prospect says is fine, but never repeat things word for word.
B) The salesperson should listen to the customer's words from the customer's point of view.
C) Additional questions can give the salesperson a more complete understanding of what the prospect is trying to communicate.
D) Tolerating silence gives the customer time to think.
E) Summarizing provides both the salesperson and the customer with an overview of what has been said.

Accepted Answer

This statement is false because it is important for the salesperson to repeat key phrases and words that the customer uses in order to demonstrate that they are actively listening and to clarify their understanding of the customer's needs. However, simply parroting everything the customer says can come across as insincere or disingenuous.

Question 15

Sissy was concerned when she overheard the salesperson talking about gourmet koi food, EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce. She was frustrated to learn the salesperson was using _____ and discussing accessories for water gardens.
A) industry shorthand
B) metaphors
C) culture-specific terminology
D) similes
E) trade jargon

Accepted Answer

The use of technical terms such as EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce indicates the salesperson is using trade jargon, which can be confusing for those who are not familiar with the specialized language of a particular industry.

Question 16

Which of the following is NOT part of a salesman's voice characteristics?
A) his hand gestures
B) the speed with which he speaks
C) how loudly he speaks
D) how he articulates his words
E) his use of inflections at the end of his sentences

Accepted Answer

Hand gestures are not part of a salesman's voice characteristics. The other choices all relate to the way a salesman speaks and uses their voice to convey their message.

Question 17

Jennifer walks in to her customer's office and immediately the customer begins talking about his problems both at work and at home. Jennifer had a sales presentation prepared for the customer but, instead quietly listens, asking questions where appropriate and offering support when appropriate. Jennifer is practicing the:
A) paraphrasing what a prospect says mirroring technique
B) active listening.
C) body language agreement method
D) tolerating silence presentation format
E) low-context, high-context differential

Accepted Answer

Jennifer is actively listening to her customer by paying attention, asking questions, and providing support. She is not using any specific technique such as paraphrasing or using body language agreement. The other options, tolerating silence presentation format and low-context, high-context differential, are irrelevant in this context.

Question 18

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:
A) an analogy
B) an 80-20 rule diagram
C) public zone, personal zone differentials
D) nonverbal communication
E) high-inflection culture content

Accepted Answer

Kathy was using an analogy to make the point that communications need to be appropriate to the audience receiving them. She used the molecular formula to represent complex information that was not easily understandable to her audience, which is similar to how communications can be ineffective if they are not tailored to the receivers' level of education or background knowledge.

Question 19

Salespeople should vary the loudness of their speech:
A) to produce recognizable sounds
B) according to the nonverbal communication of the listener
C) to determine your constant inflection point
D) to avoid monotony
E) is accurately described by all of the above

Accepted Answer

Varying the loudness of speech helps to avoid monotony, keeping the listener engaged and interested.

Question 20

When asking questions the salesperson should:
A) encourage the customer to provide a full response.
B) let the prospect know the salesperson's time is valuable
C) ask questions that interest him or her.
D) ask questions that can only have one answer.
E) do all of the above

Accepted Answer

Encouraging the customer to provide a full response shows that the salesperson is interested in their needs and wants, which can help build trust and rapport. This can lead to more successful sales in the long term. The other options (B, C, D) are not effective strategies for asking questions in a sales setting.

Quiz 5: Using Communication Principles to Build Relationships

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should ___________________ in order to verify her customer's intent.

One way to define the _____ is to say Ned can listen to words at a rate more than five times as fast as the rate at which Louise can speak.

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:

Which of the following is a suggestion for active listening?

One way to define the speaking-listening differential is to say:

Which of the following is a suggestion for active listening?

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

The 80-20 ______________ suggests salespeople should listen 80 percent of the time and talk no more than 20 percent of the time.

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

Instead of describing the product, the salesperson was nodding her head and using expressions like, "Really?" "Uh-huh," and "That's interesting." The salesperson is:

Which of the following statements about body language is true?

Sabrina needs to "bite her tongue" after asking the prospect a difficult question. Tolerating silence is often important to allow the customer:

During the sales presentation, why would the salesperson repeat the negative comment the customer made about his product's service contract word for word?

Which of the following statements about active listening is FALSE?

Sissy was concerned when she overheard the salesperson talking about gourmet koi food, EPDM and butyl rubber, P-1200 pumps, and pirouette fountain heads, and water lettuce. She was frustrated to learn the salesperson was using _____ and discussing accessories for water gardens.

Which of the following is NOT part of a salesman's voice characteristics?

Salespeople should vary the loudness of their speech:

When asking questions the salesperson should: