Question 1

The KISS rule advises a salesperson to:

Accepted Answer

KISS stands for keep it simple, salesperson. Overly complex and highly technical presentation should be avoided when possible.

Question 2

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

Accepted Answer

Many salespeople plan in advance to ask questions to buyers that will draw negative and positive feedback. Feedback only takes place if the salesperson notices and interprets verbal and nonverbal signals from the buyer.

Question 3

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

Accepted Answer

Caution signals can be addressed by adjusting the presentation, being positive, encouraging the buyer to talk, and listening carefully to the buyer. Continuing the presentation may lead to hostility.

Question 4

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

Accepted Answer

Good salespeople are able to encode and decode during sales presentations. Communicating effectively enables a salesperson to be persuasive.

Question 5

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

Accepted Answer

Questioning, sometimes called probing, allows the salesperson to determine the buyer's attitude toward the sales presentation. Probing refers to gathering information and uncovering customer needs using one or more questions.

Question 6

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.

Accepted Answer

A senser personality tends to decisive, energetic, and impatient as well as unkempt. A feeler personality style is people oriented, spontaneous, and loyal. The thinker style of person places high value on logic, ideas, and systematic inquiry. An intuitor places high value on ideas, innovation, concepts, theory, and long-range thinking.

Question 7

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

Accepted Answer

People possess four images according to the self-concept theory. Self-image is how people view themselves, and real self is how people actually are. Ideal self is what people want to be, and looking-glass self is how people think others regard them.

Question 8

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:

Accepted Answer

Questioning, sometimes called probing, allows the salesperson to determine the buyer's attitude toward the sales presentation. Probing refers to gathering information and uncovering customer needs using one or more questions.

Question 9

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

Accepted Answer

By interjecting into the presentation questions that require the customer to give a particular response, you can stimulate feedback. Probing allows the salesperson to determine the buyer's attitude toward the sales presentation

Question 10

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

Accepted Answer

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation. Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Question 11

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:

Accepted Answer

The salesperson should directly address the buyer about his concerns and reduce the pressure to communicate. Continuing the presentation or asking closed-ended questions will aggravate the situation.

Question 12

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

Accepted Answer

Disagreement signals tell you immediately to stop the planned presentation and quickly adjust to the situation. Disagreements, or red-light signals, indicate that you are dealing with a person becoming uninterested in your product.

Question 13

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

Accepted Answer

Questions by MCI salespeople were intended to draw negative responses from the customers concerning the relationship with their present supplier. They provided the MCI salespeople with a method of determining how the prospect felt about the competitor.

Question 14

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

Accepted Answer

Caution signals are important to recognize because they indicate blocked communication. Buyers' perceptions, attitudes, and beliefs regarding a presentation may cause them to be skeptical, judgmental, or uninterested in the product.

Question 15

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?"

Accepted Answer

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation. Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Question 16

Empathy is defined as the ability to:

Accepted Answer

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation. Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Question 17

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

Questioning, sometimes called probing, allows the salesperson to determine the buyer's attitude toward the sales presentation. Probing refers to gathering information and uncovering customer needs using one or more questions.

Question 18

Persuasion is defined as:

Accepted Answer

Persuasion means the ability to change a person's belief, position, or course of action. The more effective you are at communicating, the greater your chances of being successful at persuasion.

Question 19

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?

Accepted Answer

A feeler personality style is people oriented, spontaneous, and sentimental. The thinker style of person places high value on logic, ideas, and systematic inquiry. An intuitor places high value on ideas, innovation, concepts, theory, and long-range thinking.

Question 20

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:

Accepted Answer

KISS stands for keep it simple, salesperson. Overly complex and highly detailed responses and presentations should be avoided when possible.

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

The KISS rule advises a salesperson to:

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

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

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

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

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.

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

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:

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

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

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:

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

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

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

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?"

Empathy is defined as the ability to:

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.

Persuasion is defined as:

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 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: