Question 1

All of the following are true of feedback during a sales presentation EXCEPT that it:

Accepted Answer

Feedback during a sales presentation can be non-verbal (such as nodding, facial expressions, or body language) or verbal that does not necessarily require clarification. It's about understanding the buyer's reactions and responses, which can be achieved without explicit verbal clarification.

Question 2

________ refers to the gathering information and uncovering customer needs by using one or more questions.

Accepted Answer

Probing is the process of asking questions to gather information and uncover customer needs, making it the correct choice.

Question 3

Which of the following statements about feedback is INCORRECT?

Accepted Answer

Feedback-producing questions can be planned in advance as part of a presentation strategy to gauge the audience's reaction or understanding at specific points. This allows for adjustments based on the feedback received.

Question 4

Identify the level of listening most people engage in.

Accepted Answer

The answer of Identify the level of listening most people...

Question 5

The text describes three levels of listening. The lowest level is ________ listening.

Accepted Answer

Marginal listening is considered the lowest level of listening, where the listener is only partially paying attention and may miss important details.

Question 6

According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?

Accepted Answer

Planning questions helps salespeople understand the prospect's current situation, including their satisfaction with their current supplier, which can inform the sales strategy.

Question 7

Eli is a not-too-successful salesperson who recently attended a seminar on improving listening. As a result of what Eli learned at the seminar, he is actively trying to hear what the prospect is saying. Unfortunately, Eli did not get the whole point of his seminar because he is not making the effort to understand the meaning behind what the prospect actually says. At what level of listening is Eli functioning?

Accepted Answer

The answer of Eli is a not-too-successful salesperson who recently...

Question 8

Which of the following statements about listening is most likely true?

Accepted Answer

Listening is crucial in selling because it helps salespeople understand customer needs and build relationships.

Question 9

The KISS rule advises salespeople to:

Accepted Answer

The KISS rule stands for "Keep It Simple, Stupid," advising to avoid unnecessary complexity.

Question 10

Identify the correct statement about the KISS rule as it applies to salespeople.

Accepted Answer

The KISS rule, which stands for "Keep It Simple, Stupid," suggests that simplicity should be a key goal in design and unnecessary complexity should be avoided. In the context of sales, maintaining a simple presentation style (D) aligns with this principle by making the information more accessible and understandable to the customer, thereby potentially increasing the effectiveness of the sales pitch.

Question 11

When we are engaged in ________ listening, it is easy to become distracted by emotion-laden words. When we hear them, we may become obsessed with the words and wonder what to do about them rather than continue listening.

Accepted Answer

Evaluative listening involves critically analyzing the speaker's message, which can lead to becoming distracted by emotionally charged words as the listener focuses on evaluating the content rather than simply understanding it.

Question 12

Empathy is defined as the:

Accepted Answer

Empathy involves understanding another person's feelings, ideas, and situation from their point of view, rather than one's own. It is about putting oneself in another's shoes to understand their emotions and perspectives.

Question 13

The text describes three levels of listening. ________ listening is considered the most effective listening level.

Accepted Answer

Active listening is considered the most effective level of listening because it involves fully concentrating, understanding, responding, and then remembering what is being said.

Question 14

In terms of the communication process, probing serves to stimulate which of the following?

Accepted Answer

Probing is a technique used in communication to elicit more information or clarify understanding, which directly relates to feedback. It helps the sender understand the receiver's perspective or response to the message, facilitating effective communication.

Question 15

A flower distributor asked the Selecta 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 Selecta Farms had available. The sales representative most likely forgot:

Accepted Answer

The KISS rule, which stands for "Keep It Simple, Stupid," suggests that the sales representative should have provided a simpler, more direct answer to the customer's inquiry about red roses, rather than listing all varieties of red and reddish-pink roses.

Question 16

John Hagen, a veteran appliance salesperson, is in an interview with a potential prospect. As the prospect talks about how more people are renting appliances rather than buying them, Hagen replies, "Really? That's interesting. So how many refrigerators do you want to order?" Hagen is engaged in ________ listening.

Accepted Answer

Marginal listening is characterized by only partially listening or missing the main points of what is being said, which is evident in Hagen's response that ignores the prospect's point about renting appliances.

Question 17

________ occurs when listeners are easily distracted by their thoughts.

Accepted Answer

Marginal listening occurs when listeners are easily distracted by their thoughts, indicating a low level of engagement with the speaker's message.

Question 18

The salesperson was using ________ in her sales presentation when she asked, "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

The salesperson is expressing understanding and concern for the customer's situation, which is an example of showing empathy. This approach is meant to build a connection and trust with the customer by acknowledging and sharing feelings about their difficult situation.

Question 19

As she listens to her customer, Tina refrains from evaluating the message and considers the customer's point of view. Tina is engaged in ________ listening.

Accepted Answer

Active listening involves fully concentrating, understanding, responding, and then remembering what is being said. Tina's behavior of refraining from evaluating the message and considering the customer's point of view aligns with the characteristics of active listening.

Question 20

At the ________ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

Accepted Answer

The answer of At the ________ level of listening, the...

Quiz 4: Communication for Relationship Building: Its Not All Talk