Question 1

Buyer says: "You know John, staff turnover is really our number one problem!" Salesperson responds: "Mike, our products are really at the cutting edge of technology and customer engagement!" Which of the following reflects John's listening level?

Accepted Answer

John's response indicates marginal listening as he does not address the buyer's concern about staff turnover and instead talks about the product's features, showing he wasn't fully engaged in the conversation.

Question 2

Kim is a veteran pharmaceutical salesperson in an interview with a new prospect.As the prospect talks about her company's situation, Kim thinks, "I know, I know, I've heard this stuff from about 100 people this year.Hurry up so I can tell you about my product." What type of listening is Kim engaged in?

Accepted Answer

Kim is engaged in marginal listening, which involves only partially paying attention to the speaker, often leading to missing important details or nuances.

Question 3

Jasmine's client says the following to her: "I am so glad that you brought this new digital ID reader over for me to test it out." In this example, what type of learner is Jasmine's client?

Accepted Answer

Kinesthetic learners prefer hands-on learning experiences and learn best by doing or physically experiencing something. The fact that the client is excited to test out a new digital ID reader suggests they enjoy hands-on experiences and may be a kinesthetic learner.

Question 4

Which of these statements represents proper email etiquette associated with the "message body" of an email?

Accepted Answer

The message body of an email should convey information concisely. This means being clear and to the point while avoiding unnecessary information or rambling. This will help ensure the recipient understands the purpose of the email quickly and can respond or take action as necessary. Using all capital letters can come across as shouting and being completely informal may not be appropriate for all situations. Additionally, including too much information in the message body can make it difficult for the recipient to focus on the most important details. Finally, sending a large attachment can clog up the recipient's email inbox and slow down their computer's performance.

Question 5

Refraining from evaluating a person's message and trying to see the other person's point of view, are key components of what type of listening?

Accepted Answer

Refraining from evaluating the person's message and trying to see their point of view are key components of active listening.

Question 6

Glenn is a new salesperson who recently attended a seminar on improving listening.As a result of what Glenn learned at the seminar, he is actively trying to hear what the prospect is saying.Unfortunately, Glenn didn't get the whole point because he isn't making the effort to understand the prospect's intent.At what level of listening is Glenn functioning?

Accepted Answer

The answer of Glenn is a new salesperson who recently...

Question 7

John is shopping for two business style suites which he will use to make presentations to potential clients.Which of the following are safe colours for him to choose?

Accepted Answer

Blue, grey, and black are safe colors for business style suites as they convey professionalism and authority. Red, white, and blue are often associated with patriotic themes and may not be appropriate for all business settings. Earth tones, such as brown and green, may be too casual for formal business settings. Bright colors may be seen as distracting or unprofessional.

Question 8

Which of the following statements about listening is true?

Accepted Answer

Effective listening is vital to success in selling, as it helps salespeople understand their customers' needs and preferences, build rapport, and provide better solutions. The other options are incorrect because visual aids do play a part in the listening process, people can't talk faster than they can listen, listening is not limited to detecting sounds, and not everything someone hears requires close attention.

Question 9

Which of the following is not the best example of an effective subject line in an email?

Accepted Answer

The subject line in option D is in all caps and uses excessive punctuation, which may come across as unprofessional or too salesy. A subject line that is clear and to the point like options A, C, and E are more effective in conveying important information to the recipient. Option B is also effective as it creates a sense of urgency, but it could be improved by specifying what the low prices are for.

Question 10

Which of the following is "Textiquette" guidelines offered by the authors of this book?

Accepted Answer

The authors suggest being respectful of the client's time as a guideline for textiquette. This indicates that messages should be concise and to the point to avoid wasting the client's time. The other options listed are not recommended by the authors as effective textiquette guidelines.

Question 11

Which of the following should not be included in the signature line of an email message?

Accepted Answer

Including quotes in an email signature can be seen as unprofessional or distracting, whereas the other options provide useful contact information.

Question 12

According to the text, which general advice for dress is appropriate?

Accepted Answer

It is important to follow your company's dress code as a general guideline, but also use your common sense to ensure you are dressed appropriately for the occasion and audience. This shows respect for yourself and those you are doing business with.

Question 13

The salespersons heard the comment made by the prospect.However, he made no attempt to understand what the prospect said.He focused simply on categorizing the comment and coming up with a response.Which of the following listening levels is this salesperson operating at?

Accepted Answer

The salesperson is operating at the evaluative listening level because he is categorizing and evaluating the comment, rather than trying to understand it.

Question 14

The text describes three levels of listening.Which of the following is identified by the text as the lowest level of listening?

Accepted Answer

The text identifies the lowest level of listening as marginal listening, which is characterized by only passively hearing what is being said without really paying attention or being invested in the conversation.

Question 15

The text offers several suggestions on how to keep the buyer engaged during a sales presentation.Which of the following is NOT suggested by the text?

Accepted Answer

The text does not suggest that presenters should speak faster. In fact, speaking too quickly can be overwhelming or difficult for the buyer to follow.

Question 16

What level of listening is used by salesperson the most often?

Accepted Answer

The answer of What level of listening is used by...

Question 17

When a salesperson actively tries to hear what the prospect is saying but is making no effort to understand the intent of the message and is more intent on formulating a response, he or she is practicing:

Accepted Answer

The answer of When a salesperson actively tries to hear...

Question 18

According to the sales netiquette checklist, which one of the following is correct:

Accepted Answer

Using a letterhead adds a professional touch and creates a formal tone for the email correspondence. Option A is incorrect because it's considered more respectful to use a formal title and last name, especially in a business setting. Option C is incorrect because it's important to research the cultural norms and etiquette of the recipient's country to ensure that you are not unintentionally being disrespectful. Option D is incorrect because including all previous emails in a long email chain can be overwhelming for the recipient, and it's better to summarize the conversation or provide context if necessary. Option E is incorrect because apathy means lack of interest, enthusiasm or concern, but in business communication, one should show interest and concern for the recipient's needs and concerns.

Question 19

When we are engaged in this level of 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.What level of listening best fits this narrative?

Accepted Answer

The level of listening that best fits this narrative is evaluative listening. Evaluative listening is when the listener judges or analyzes the message being conveyed. In this case, the listener is distracted by the emotion-laden words and becomes obsessed with them, which shows evaluation of the message.

Question 20

Which statement best describes appropriate attire in the world of sales?

Accepted Answer

Suits in conservative colours are appropriate and professional attire in the world of sales. This shows that the salesperson is serious and trustworthy. It also depends on the specific industry and company dress code, but generally, a professional and polished appearance is essential. Options A, C, D, and E are not appropriate or professional attire.

Quiz 4: Communication for Successful Selling: How to Build Relationships