Question 1

With respect to common nonverbal clusters, which of the following meanings do sitting forward, hands on hips or legs uncrossed, and increased eye contact suggest?

Accepted Answer

Sitting forward, hands on hips or legs uncrossed, and increased eye contact suggest readiness. These nonverbal clusters indicate that the person is mentally and physically prepared to take action or engage in conversation.

Question 2

In most face-to-face communication, what percentage of meaning is conveyed through nonverbal communication?

Accepted Answer

Research suggests that approximately 50 percent of meaning is conveyed through nonverbal communication in face-to-face interactions. This includes body language, facial expressions, tone of voice, and other nonverbal cues. However, it is important to note that this percentage may vary depending on the context and culture of the communication.

Question 3

Which component of active listening involves drawing meaning from what the buyer is saying through both verbal and nonverbal communication?

Accepted Answer

Interpreting involves understanding the meaning behind both the buyer's verbal and nonverbal communication. It requires actively listening and analyzing the information being communicated to gain a deep understanding of what the buyer is expressing.

Question 4

Suppose you are a salesperson engaged in face-to-face communication with a prospective buyer. You notice that the buyer backs away from you each time you step closer. According to the textbook, what is most likely happening?

Accepted Answer

The buyer's physical response of backing away from you each time you step closer indicates that you are invading their personal zone. This could make the buyer feel uncomfortable or threatened, and it is important to respect their boundaries to build trust and rapport in the sales conversation.

Question 5

With respect to common nonverbal clusters, which of the following meanings do patterns of rocking, fidgeting with objects, increasing leg and eye movements, and a forced smile suggest?

Accepted Answer

Patterns of rocking, fidgeting with objects, increasing leg and eye movements, and a forced smile are all consistent with nonverbal cues associated with deception.

Question 6

Which statement best characterizes what a salesperson can learn from the SIER model?

Accepted Answer

The SIER model (Sensing, Interpreting, Evaluating, Responding) is a framework for understanding the communication process, particularly in how messages are received and processed. It helps in evaluating communication effectiveness and identifying where misunderstandings or misinterpretations occur, making it a valuable tool for salespeople to improve their communication skills and strategies.

Question 7

With respect to common nonverbal clusters, which of the following meanings do leaning the head in the palm of the hands, slouching, drumming fingers, swinging a foot or tapping, poor eye contact, and glancing at a watch suggest?

Accepted Answer

Leaning the head in the palm of the hands, slouching, drumming fingers, swinging a foot or tapping, poor eye contact, and glancing at a watch suggest boredom according to the information provided.

Question 8

With respect to common nonverbal clusters, which of the following meanings do moving closer, leaning forward, smiling, and maintaining good eye contact suggest?

Accepted Answer

Moving closer, leaning forward, smiling, and maintaining good eye contact are all nonverbal cues for openness and a positive attitude towards the person or topic being discussed. This cluster of nonverbal cues is often associated with receptiveness and engagement.

Question 9

Which component of active listening involves hearing, seeing, and paying attention to the verbal and nonverbal components of the message being sent?

Accepted Answer

Sensing involves using all of one's senses to pick up on the verbal and nonverbal components of the message being sent. This includes hearing the words spoken, seeing the speaker's body language, and paying attention to any other nonverbal cues that may be present.

Question 10

If you find that people you speak with often misinterpret your verbal messages, what should you probably work on?

Accepted Answer

Your voice characteristics, such as tone, pitch, and speed, can significantly affect how your messages are interpreted. Improving these can help reduce misinterpretation.

Question 11

The personal distance that individuals prefer to keep between themselves and other individuals is an important part of nonverbal communication. What is the term for this distance?

Accepted Answer

Proxemics is the term for the personal distance that individuals prefer to keep between themselves and other individuals. It refers to the study of how people use space to communicate nonverbally.

Question 12

A salesperson with well-developed questioning skills is able to control the flow and direction of the sales call through the questions he or she asks.

Accepted Answer

A salesperson with strong questioning skills can steer the conversation in the direction of their choosing by asking the right questions. This allows them to uncover the prospect's needs, objections, and goals while positioning their solutions or products as the right solution.

Question 13

The purpose of sales communication is to seek agreement from the prospective buyer.

Accepted Answer

The answer of The purpose of sales communication is to...

Question 14

According to the textbook, which of the following conclusions have studies in cognitive psychology drawn regarding the use of pictures in communications?

Accepted Answer

Studies in cognitive psychology have concluded that pictures that reinforce the verbal message will enhance understanding and are more easily recalled than abstract words and symbols. Adding relevant pictures can improve comprehension and retention, making them a powerful tool in sales communication.

Question 15

What is generally recognized as the distinct proxemic zone used for most business discussions?

Accepted Answer

The social zone is generally recognized as the distinct proxemic zone used for most business discussions. This zone ranges from 4-12 feet and is used for formal communication such as interviews or business meetings. The personal zone (2-4 feet) is used for personal conversations with friends or acquaintances, while the public zone (12-25 feet) is used for public speaking or performances. The intimate zone (0-2 feet) is reserved for close personal interactions with family or loved ones.

Question 16

According to the textbook, which the following is a characteristic of nonverbal communication?

Accepted Answer

Nonverbal communication is culturally specific, meaning that the interpretation of nonverbal cues can vary based on cultural norms and values.

Question 17

With respect to common nonverbal clusters, which of the following meanings do leaning forward, hand on cheek or stroking the chin, and a tilted head suggest?

Accepted Answer

Leaning forward, hand on cheek or stroking the chin, and a tilted head suggest evaluation, as they all indicate that a person is analyzing or assessing a situation or person. Defensiveness would be indicated by closed body language such as crossed arms, deception may be indicated by avoiding eye contact or fidgeting, and readiness would be indicated by an open and confident posture.

Question 18

Each type of nonverbal communication carries meaning. However, collectively, the pieces of nonverbal communication being expressed at the same time combine to form a unique meaning (that is, different from that of the individual pieces). What is this collection of nonverbal communication called?

Accepted Answer

Nonverbal clusters refer to the collection of nonverbal communication being expressed at the same time, and together they combine to form a unique meaning.

Question 19

In trust-based selling, it is important for the salesperson to talk with rather than at the buyer.

Accepted Answer

Trust-based selling is all about building a relationship with the buyer and showing genuine interest in their needs and concerns. This involves active listening and engaging in two-way communication rather than just delivering a sales pitch. By talking with the buyer, the salesperson can establish trust and create a sense of partnership, which can ultimately lead to a successful sale.

Question 20

With respect to common nonverbal clusters, which of the following meanings do maintaining a rigid body, crossed arms and legs, minimal eye contact, and pursed lips suggest?

Accepted Answer

Maintaining a rigid body, crossed arms and legs, minimal eye contact, and pursed lips are all nonverbal cues that suggest defensiveness. These cues are often observed when a person is feeling threatened or uncomfortable and are attempting to protect themselves.

Quiz 4: Communication Skills