Question 1

Which of the following statements about body language is true?
A)Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing.
B)Individuals use increased arm movement when they are expressing an opinion.
C)Open and relaxed hands are a good indicator of boredom.
D)The meaning of hand gestures is consistent from one culture to another.
E)Individuals sitting with their legs crossed are sending a message of cooperation and confidence.

Accepted Answer

Research has shown that individuals use increased arm movement when they are expressing an opinion, making strong assertions, or trying to persuade someone.

Question 2

Which of the following statements about appearance as a nonverbal communicator is true?
A)A salesperson should always wear professional attire.
B)It is much better to under dress than to overdress.
C)Salespeople should attempt to match their style of dress to that of their customers.
D)In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success.
E)Successful salespeople wear high-fashion clothing.

Accepted Answer

Salespeople should attempt to match their style of dress to that of their customers. This helps build rapport and trust with customers by demonstrating similarities and familiarity. Dressing too formally or informally can create a sense of discomfort or disconnect.

Question 3

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:
A)cold.
B)intrusive.
C)impersonal.
D)glacial.
E)unfriendly.

Accepted Answer

Noncontact people typically value personal space and privacy, so they may perceive contact people as being intrusive or violating their boundaries. They may not necessarily view contact people as cold or unfriendly, but rather simply uncomfortable with physical touch. "Impersonal" and "glacial" are also not likely descriptions that noncontact people would use to describe contact people.

Question 4

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.
A)progressive
B)personal
C)public
D)outreach
E)intimate

Accepted Answer

The public zone is typically the distance at which formal interactions, such as those between a professor and students in a classroom, occur.

Question 5

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?
A)social
B)personal
C)public
D)business
E)intimate

Accepted Answer

The social zone is typically where initial interactions with new acquaintances occur, such as a salesperson meeting a buyer for the first time.

Question 6

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?
A)contemplative posture
B)avoidance of eye contact
C)playing with items on the desk
D)shaking head
E)pursed lips and furrowed brow

Accepted Answer

A contemplative posture, such as leaning forward slightly and maintaining eye contact, is a positive nonverbal communication that indicates interest in the message being communicated. Avoidance of eye contact, playing with items on the desk, shaking head, and pursed lips with a furrowed brow are negative nonverbal communications that may indicate disinterest or disagreement.

Question 7

Which of the following body language signals is most positive?
A)Prospect has arms and legs uncrossed.
B)Prospect is leaning away from the salesperson.
C)Prospect's left hand is clenched in a fist.
D)Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact.
E)Prospect is fidgeting.

Accepted Answer

When someone has their arms and legs uncrossed, it is a signal of openness and receptiveness. The prospect is showing an interest in what the salesperson has to say and is not defensive or closed off.

Question 8

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?
A)leaning backwards
B)lack of eye contact
C)furrowed brow and pursed lips
D)playing with items on the table or desk
E)all of the above

Accepted Answer

All of the options listed are common nonverbal cues that can indicate boredom or disinterest in the United States. Leaning backwards, lack of eye contact, furrowed brow and pursed lips, and playing with items on the table or desk are all behaviors that can suggest a listener is not engaged.

Question 9

It is late in the day when Reginald calls on his favorite customer. The customer is tired but invites him in and sits back with his hands and legs open. Reginald interprets this body language as:
A)exhaustion.
B)positive.
C)boredom.
D)indifference.
E)None of the above.Body language does not indicate a customer's feelings.

Accepted Answer

The use of positive body language such as open hands and legs suggests that the customer is open and receptive to Reginald's visit.

Question 10

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.
A)social
B)personal
C)public
D)receptive
E)intimate

Accepted Answer

The intimate zone is the space closest to a person and typically reserved for close relationships with family, romantic partners, or close friends. It is usually within two feet of the person, making choice E the best answer. The other zones are further away from the person and have different purposes in social interactions.

Question 11

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:
A)becomes excited since that is a sign of interest by the customer.
B)becomes concerned because that is a sign the customer is stressed.
C)becomes excited because it indicates the customer is ready to close the deal.
D)becomes concerned because it indicates the customer is bored.
E)all of the above

Accepted Answer

Rapid blinking usually indicates stress or discomfort, which could mean that the customer is feeling overwhelmed or uncertain about the product being presented. Betty should take note of this and try to address any concerns or questions the customer may have to alleviate their stress. Becoming excited or assuming the customer is ready to close the deal would be premature and could negatively impact the sales process.

Question 12

Shaking hands should:
A)be the prospect's choice.
B)be the first thing a salesperson does.
C)only happen the first time a salesperson meets a prospect.
D)always take place with the prospect seated.
E)all of the above

Accepted Answer

It is important to respect the prospect's personal space and comfort level. It is best to wait for the prospect to initiate the handshake rather than forcing it upon them.

Question 13

Which of the following is NOT one of the forms of nonverbal communication?
A)body language
B)appearance
C)inflection
D)space
E)all of the above

Accepted Answer

Inflection refers to variations in tone or pitch of one's voice and is considered a form of verbal communication. The other options - body language, appearance, and space - are all forms of nonverbal communication.

Question 14

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:
A)the prospect is ready to end the interview.
B)the prospect wants to place an order.
C)the prospect strongly agrees with what she has said.
D)different things in different cultures.
E)the prospect strongly disagrees with what has been said.

Accepted Answer

Hand gestures have different meanings in different cultures. Therefore, it is essential for salespeople to be aware of the cultural differences and avoid misinterpretations or offend the prospects unintentionally.

Question 15

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.
A)distraught
B)encouraged
C)bored
D)doubtful
E)None of the above.Body language does not indicate a customer's feelings.

Accepted Answer

Michael is encouraged because the prospect's movement can indicate engagement or interest, suggesting they are considering the offer.

Question 16

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?
A)Nothing creates rapport like a smile.
B)Refrain from blushing during the presentation.
C)Facial expressions should be natural not rehearsed.
D)Facial reactions are typically easy to manage.
E)All of the above statements are good advice for salespeople.

Accepted Answer

The answer of Which of the following statements is good...

Question 17

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:
A)is ready to end the interview.
B)wants to place an order.
C)strongly agrees with what she has said.
D)strongly disagrees with what she has said.
E)any of the above

Accepted Answer

Without further context, it is difficult to determine why the customer is shifting in his chair. Any of the options could be valid depending on the specific situation. It is important for Teresa to continue to actively listen and engage with the customer to clarify his needs and concerns.

Question 18

During a 30-minute sales call approximately __________ nonverbal signals are exchanged.
A)80
B)800
C)4500
D)8,000
E)80,000

Accepted Answer

The answer of During a 30-minute sales call approximately __________...

Question 19

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?
A)The lips are the most important area of the face to watch to determine if the person is really listening.
B)When someone stares at you, it indicates a strong desire to please.
C)Cultural differences exist concerning eye contact between individuals.
D)The tightening of the facial muscles indicates a strong interest in what is being said.
E)Eyes cast down indicate that the listener is bored.

Accepted Answer

Cultural differences do exist regarding the amount of eye contact that is considered appropriate in a conversation, such as in some Asian cultures where direct eye contact is seen as a sign of disrespect or challenge. Therefore, it is important to consider cultural context when interpreting nonverbal cues from the face. The other statements are false or inaccurate.

Question 20

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?
A)Pointing a finger at the prospect should be avoided.
B)Do not expose your palm to your prospect because that gesture sends negative or "stop" signals.
C)When making a presentation before a group, keep hand gestures to a minimum so you'll appear confident about your topic.
D)Using the hand in a slicing motion signals the other person to cut their comments short.
E)Each of the above statements is good advice for salespeople who want to use proper hand gestures.

Accepted Answer

Pointing a finger can be perceived as aggressive or confrontational, so it is generally advised to avoid this gesture in sales interactions.

Quiz 4: Using Communication Principles to Build Relationships

Which of the following statements about body language is true?

Which of the following statements about appearance as a nonverbal communicator is true?

People can be said to fall into two categories when it comes to touching--contact and noncontact. Noncontact people tend to view contact people as:

When we consider the distance involved, it is correct to say most students in a classroom are seated in the professor's _____ zone.

You are a salesperson making your first call on a buyer at a new business. In what zone should you expect the buyer to offer you a seat when you go into the buyer's office?

In the United States, which of the following nonverbal communications is positive and indicates the listener is interested in the message being communicated?

Which of the following body language signals is most positive?

In the United States, which of the following nonverbal communications indicates the listener is bored and disinterested with what is being said?

It is late in the day when Reginald calls on his favorite customer. The customer is tired but invites him in and sits back with his hands and legs open. Reginald interprets this body language as:

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone.

As Betty progresses through her sales presentation, she notices the customer begins to blink his/her eyes rapidly, almost once per second. Betty:

Shaking hands should:

Which of the following is NOT one of the forms of nonverbal communication?

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean:

Michael is ___________ when he notices his prospect begins moving back and forth near the end of his sales presentation.

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators?

Teresa notices her customer shifting position in his chair. Teresa concludes her customer:

During a 30-minute sales call approximately __________ nonverbal signals are exchanged.

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Which of the following statements is good advice for salespeople concerned about properly using hand gestures?