Question 1

List the five communication modes that a buyer uses to send acceptance signals.

Accepted Answer

The answer of List the five communication modes that a...

Question 2

Differentiate between hearing and listening.How does improving your listening skills enhance your persuasive powers?

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Question 3

What term embodies the notion of a salesperson being excited about the opportunity to solve a prospect's challenges?
A)diligence
B)active
C)active listening
D)loyalty
E)enthusiasm

Accepted Answer

Enthusiasm embodies the notion of a salesperson being excited and passionate about solving a prospect's challenges. It can help to build trust and a positive relationship with the prospect, which can increase the chances of a successful sale.

Question 4

John is excited about helping customers.Moreover, he is always prepared, has very good listening skills, and never embellishes performance expectations of the products he sells.What term describes John's behaviour?
A)KISS
B)Reliable
C)Valid
D)Credible
E)Participative

Accepted Answer

John's behaviour is described as credible, as he has good listening skills and never exaggerates the product's performance expectations. He is trustworthy and reliable in his interactions with customers.

Question 5

Lisa is about to make a conference call to her prospects.After all the participants join the call, which one of the following conference call etiquette tips must Lisa make sure she uses before she speaks to anyone?
A)Lisa can use computer to make notes without muting the call
B)Speak freely during the call
C)Use the mute button the whole time even if the area is quiet
D)Ask questions to specific people without addressing them
E)Use her name each time she says anything

Accepted Answer

Using her name each time she speaks will help everyone on the call know who is speaking and avoid confusion. This is a basic conference call etiquette tip that should always be followed.

Question 6

Which of the following is not considered a bad listening habit?
A)Salesperson doing all the talking
B)You let the people finish their own sentences even if they pause for a long time
C)You provide too much feedback
D)You can't wait for others to finish talking so you can talk about something new
E)You maintain eye contact constantly

Accepted Answer

Letting someone finish their sentence, even if it takes a long time, is considered good listening practice as it allows the speaker to fully communicate their thoughts without interruption. The other options listed are all bad habits that hinder effective listening. Option A involves the listener doing all the talking, which means they are not truly listening to the speaker. Option C involves giving too much feedback, which can be overwhelming for the speaker and detract from an open and active listening stance. Option D involves cutting off the speaker and diverting the conversation back to oneself, which is a clear indication of poor listening habits. Option E is a good practice in moderation, but constant eye contact can be off-putting and distracting for some individuals.

Question 7

What is the difference between marginal, evaluative, and active listening?

Accepted Answer

The answer of What is the difference between marginal, evaluative,...

Question 8

The textbook identifies eight elements that make up a basic communication model.What are those elements? Make up a sales scenario between a salesperson and a buyer.Now, identify those eight elements in the scenario you have created.

Accepted Answer

The answer of The textbook identifies eight elements that make...

Question 9

When there is an exciting announcement to be made about a product such as an upcoming sale, Marty can get the word out quickly by using which of the following modes of communication?
A)snail mail
B)twitter
C)the telephone
D)advertising
E)Skype

Accepted Answer

Twitter is a fast and efficient mode of communication that allows for quick dissemination of information to a wide audience. It also allows for interaction with customers and the ability to track engagement with the announcement. Snail mail and advertising may take longer and be more expensive, while the telephone and Skype may not reach as wide an audience.

Question 10

What describes communication characteristics of your voice, such as inflection, pitch, and when you pause between words?
A)imagery
B)sales-oratory
C)decoding
D)deceptive
E)vocal

Accepted Answer

Communication characteristics of voice such as inflection, pitch, and pauses between words are all related to vocal qualities. Therefore, the best choice is E, vocal.

Question 11

If a salesperson wants to communicate the message, "Let's work together," when extending their hand for a handshake, how should they place their hand?
A)extend their hand palm up
B)extend their hand palm down
C)ensure that they have a powerful grip
D)extend their hand palm vertical
E)not extend their hand at all so they don't give the wrong signal

Accepted Answer

Extending the hand with the palm vertical, also known as the “vertical handshake,” communicates equality and suggests that both parties are working together towards a common goal. It is a non-threatening approach to conveying teamwork and camaraderie.

Question 12

Harvey is about to email a potential client.When he composes his email, what should he include in the subject line?
A)accurately convey what the message is about
B)use all capital letters to emphasize its importance
C)be aggressive, but not too much
D)capture the reader's attention with something like: "Do I have a deal for you?"
E)should be worded like junk mail

Accepted Answer

The subject line should accurately convey the message so that the recipient knows what the email is about and can prioritize their email inbox accordingly. Using all caps or being too aggressive can come across as unprofessional and may cause the recipient to overlook or delete the email. Using a clickbait-style subject line like "Do I have a deal for you?" can also come across as insincere and unprofessional. Using a subject line similar to junk mail can also lead the recipient to delete the email before even opening it.

Question 13

Which of the following is not an activity that may be done well via social media?
A)searching for new customers
B)researching prospects
C)networking
D)providing customer service
E)avoiding customer complaints

Accepted Answer

Avoiding customer complaints is not an activity that can be done well via social media. Social media is a platform where customers can easily voice their complaints and negative feedback can spread quickly. It is important for businesses to be proactive in responding to and resolving customer complaints on social media.

Question 14

Why is it important for a salesperson to recognize and adjust his or her presentation when a buyer is showing caution signals?

Accepted Answer

The answer of Why is it important for a salesperson...

Question 15

Which of the following statements is NOT a notion expressed by the text when addressing listening, thoughts and feelings of prospects?
A)listen behind the words for the emotional content of the message
B)when speaking with prospects, look for changes in eye contact
C)most "sensors" tend to give you lots of emotional clues
D)some people reveal more by what they don't say
E)body language provides salespeople with few clues about the prospects' intentions

Accepted Answer

The answer of Which of the following statements is NOT...

Question 16

As she listens to her customer, Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?
A)evaluative
B)participative
C)marginal
D)active
E)responsive

Accepted Answer

Katlin is displaying active listening, where she is fully engaged in listening to the customer without evaluating or judging the message. She is trying to understand the customer's point of view, which is the basis of active listening.

Question 17

Bill is presenting to a purchasing manager who is a recent immigrant to Canada and appears to be having difficulty understanding the language.Bill begins to speak more slowly and using easier to understand words.What is Bill engaged in from the perspective of the communication process presented in the text?
A)decoding
B)message channeling
C)feedback
D)dealing with noise
E)encoding

Accepted Answer

Bill is engaged in encoding, which involves adjusting his language to ensure the message is clear and understandable to the receiver.

Question 18

When Sally speaks to clients and colleagues, she has a habit of positioning herself very close to the other person.Often, they become agitated.What element associated with territorial space is Sally violating?
A)violating their personal space
B)positioning herself in the public space
C)doing the right thing-ensuring people can hear her
D)using nonverbal communication
E)she is not violating any element of territorial space

Accepted Answer

Sally is violating the personal space of the other person by positioning herself too close to them. This can make the other person feel uncomfortable and agitated. It is important to maintain an appropriate distance in order to respect the other person's personal space.

Question 19

Handshakes are one of the most vital forms of nonverbal communication.The textbook describes five international tips related to handshakes.Discuss any three of the five international handshake tips.

Accepted Answer

The answer of Handshakes are one of the most vital...

Question 20

List the four major nonverbal communication channels.

Accepted Answer

The answer of List the four major nonverbal communication channels....

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

List the five communication modes that a buyer uses to send acceptance signals.

Differentiate between hearing and listening.How does improving your listening skills enhance your persuasive powers?

What term embodies the notion of a salesperson being excited about the opportunity to solve a prospect's challenges?

John is excited about helping customers.Moreover, he is always prepared, has very good listening skills, and never embellishes performance expectations of the products he sells.What term describes John's behaviour?

Lisa is about to make a conference call to her prospects.After all the participants join the call, which one of the following conference call etiquette tips must Lisa make sure she uses before she speaks to anyone?

Which of the following is not considered a bad listening habit?

What is the difference between marginal, evaluative, and active listening?

The textbook identifies eight elements that make up a basic communication model.What are those elements? Make up a sales scenario between a salesperson and a buyer.Now, identify those eight elements in the scenario you have created.

When there is an exciting announcement to be made about a product such as an upcoming sale, Marty can get the word out quickly by using which of the following modes of communication?

What describes communication characteristics of your voice, such as inflection, pitch, and when you pause between words?

If a salesperson wants to communicate the message, "Let's work together," when extending their hand for a handshake, how should they place their hand?

Harvey is about to email a potential client.When he composes his email, what should he include in the subject line?

Which of the following is not an activity that may be done well via social media?

Why is it important for a salesperson to recognize and adjust his or her presentation when a buyer is showing caution signals?

Which of the following statements is NOT a notion expressed by the text when addressing listening, thoughts and feelings of prospects?

As she listens to her customer, Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?

When Sally speaks to clients and colleagues, she has a habit of positioning herself very close to the other person.Often, they become agitated.What element associated with territorial space is Sally violating?

Handshakes are one of the most vital forms of nonverbal communication.The textbook describes five international tips related to handshakes.Discuss any three of the five international handshake tips.

List the four major nonverbal communication channels.