Question 1

Michael notices that his prospect begins moving back and forth near the end of his sales presentation.How should Michael interpret this body language?
A) As a sign of doubt
B) As a positive sign of interest
C) As a sign of boredom
D) As a sign that the prospect is agitated
E) None of the above

Accepted Answer

The answer of Michael notices that his prospect begins moving...

Question 2

Which of the following is a suggestion for active listening?
A) Avoid repeating the same information.
B) Never summarize information already provided.
C) Do not embarrass the customer by rephrasing his or her comments.
D) Do not allow any moments of silence during the sales pitch.
E) None of the above.

Accepted Answer

Active listening involves techniques like summarizing information, rephrasing comments, and allowing moments of silence to ensure understanding and engagement, which contradicts the suggestions in A, B, C, and D.

Question 3

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

Shifting position in a chair can indicate a variety of things, such as discomfort, readiness to leave, agreement, disagreement, or even a desire to take action. Without additional context, any of the options could be possible.

Question 4

Ursula is in the middle of a serious negotiation with her customer.She is not sure what the customer meant by his last statement.Ursula should _____ in order to verify her customer's intent.
A) start her presentation over from the beginning
B) quickly move to a trial close
C) restate the customer's comment
D) call her sales manager
E) all of the above

Accepted Answer

Restating the customer's comment is the best option to verify the customer's intent. This shows that Ursula is actively listening to the customer and wants to make sure she understands their needs before continuing with the negotiation. Starting the presentation over or moving to a trial close may not address the customer's statement, and calling her sales manager should only be done if there is a major issue that Ursula cannot handle alone.

Question 5

Which of the following statements about body language is true in the United States?
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

In the United States, individuals tend to use increased arm movement when they are expressing an opinion. This can be seen as a form of emphasizing or emphasizing a point. Self-touching gestures are often an indicator of discomfort or nervousness, whereas open and relaxed hands may indicate interest or attentiveness. Hand gestures can vary greatly in meaning from culture to culture, so it's important to be aware of cultural differences. While crossed legs can be seen as a comfortable and relaxed position, it is not necessarily an indicator of cooperation or confidence.

Question 6

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

Accepted Answer

Hand gestures can have different meanings in different cultures, so it's important for salespeople to be aware of this and avoid miscommunication. For example, a thumbs-up gesture is seen as positive in some cultures but offensive in others. Therefore, salespeople should do their research and learn about the cultural norms of the country they will be doing business in.

Question 7

Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:
A) summarizing to provide an overview of what has been said.
B) listening to the customer's words from the customer's point of view.
C) asking questions to gain a more complete understanding of what the customer is trying to communicate.
D) tolerating silence to give the customer time to think.
E) none of the above.

Accepted Answer

Andrea is asking a clarifying question to gain a better understanding of the customer's issue. This is an active listening skill that involves asking questions to obtain more information and ensure that the listener fully understands the speaker's message.

Question 8

Which of the following is a suggestion for active listening?
A) Echo what the prospect has said.
B) Summarize the conversation.
C) Be quiet while the prospect thinks.
D) Concentrate on ideas rather than just words.
E) All of the above.

Accepted Answer

All of the given choices are suggestions for active listening. Echoing what the prospect has said, summarizing the conversation, being quiet while the prospect thinks, and concentrating on ideas rather than just words are effective ways to show that you are actively listening to the prospect's needs and concerns. Therefore, the best choice is E, all of the above.

Question 9

During a sales presentation,why would a salesperson repeat word for word the negative comment a customer made about his product's service contract?
A) To engage in passive listening
B) To provide feedback to the customer
C) To avoid having any lulls in the conversation
D) To verify that he decoded the customer's message correctly
E) To summarize the customer's concerns

Accepted Answer

By repeating the negative comment word for word, the salesperson is verifying that he understood the customer's message correctly. This helps to ensure that the salesperson is addressing the actual concerns of the customer, which can increase the chances of making a sale.

Question 10

Which of the following is NOT one of the forms of nonverbal communication?
A) Body language
B) Appearance
C) Inflection
D) Space
E) Body angle

Accepted Answer

Inflection is a form of verbal communication, not nonverbal communication. Inflection refers to the rise and fall of a speaker's tone, which can convey meaning and emotion in spoken words.

Question 11

Tayler pays careful attention to what Jack (her prospect)is saying and sorts out relevant facts from all the statements.With eye contact and nods of her head,she tells Jack that she's interested in what Jack is saying.Tayler is engaged in:
A) focused learning.
B) presentation protocol.
C) active listening.
D) dynamic hearing.
E) passive listening.

Accepted Answer

Tayler is actively engaged in listening to Jack by paying careful attention and sorting out relevant facts from his statements. She is also using nonverbal cues such as eye contact and nods to show her interest and engagement in the conversation. This is an example of active listening, which involves fully concentrating, understanding, responding, and remembering what the speaker is saying.

Question 12

Instead of describing the product,a salesperson was listening to a customer speak,while nodding her head and using expressions like,"Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking.The salesperson is:
A) trying to find the appropriate time to close the sale.
B) engaging in passive listening.
C) engaging in active listening.
D) encouraging active speaking.
E) none of the above.

Accepted Answer

The salesperson is engaged in active listening, which involves focusing on the speaker, nodding or using verbal cues to encourage them to keep talking, and showing a genuine interest in what they are saying. This helps to build rapport and trust with the customer, and can lead to a better understanding of their needs and preferences. Option A is incorrect because the salesperson is not trying to close the sale at this point, but rather building the relationship with the customer. Option B is incorrect because passive listening involves simply hearing what the customer is saying without actively engaging or responding. Option D is not a recognized term in communication skills, and option E is incorrect as there is a clear choice that applies.

Question 13

One way to define the speaking-listening differential is to say:
A) active listening makes better speakers.
B) customers can listen to words at a rate five times faster than the rate at which salespersons can speak.
C) salespeople should speak 80 percent of the time and listen no more than 20 percent of the time.
D) speaking divided by listening equals communication.
E) articulation equals listening divided by speech rate.

Accepted Answer

The speaking-listening differential refers to the fact that customers can process information at a faster rate than salespeople can provide it. This means that salespeople need to listen actively to the customer in order to keep up with their pace and provide relevant information in a timely manner. Choice B accurately reflects this definition.

Question 14

Jennifer walks in to her customer's office,and immediately the customer begins talking about his problems both at work and at home.Jennifer had a sales presentation prepared for the customer but,instead listens quietly,asking questions where appropriate and offering support when appropriate.Jennifer is practicing:
A) paraphrasing the customer.
B) active listening.
C) the body language agreement method.
D) the tolerating silence presentation format.
E) the low-context-high-context differential.

Accepted Answer

Jennifer is practicing active listening by being fully present and engaged in the conversation, asking questions and offering support where appropriate. She is not just waiting to give her sales presentation, but taking the time to understand the customer's needs and concerns.

Question 15

Which of the following statements about active listening is FALSE?
A) Paraphrasing what a prospect says is fine, but never repeat things word for word.
B) A salesperson should listen to a customer's words from the customer's point of view.
C) Additional questions can give a salesperson a more complete understanding of what a prospect is trying to communicate.
D) Tolerating silence gives a customer time to think.
E) Summarizing provides both a salesperson and a customer with an overview of what has been said.

Accepted Answer

Paraphrasing what a prospect says word for word is known as parroting, which can come across as insincere and robotic. It is important to paraphrase in your own words to show that you are actively listening and understanding what the prospect is saying.

Question 16

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute,but he can listen to more than 800 words per minute.
A) active listening
B) speaking-listening differential
C) lazy tongue syndrome
D) the need for indirect questioning
E) the need for open-ended questions

Accepted Answer

The statement is describing the speaking-listening differential, which is the difference between the rate at which a person can speak and the rate at which they can listen. Ned can speak at a rate of only 120 to 160 words per minute but he can listen to more than 800 words per minute.

Question 17

Which of the following statements about body language is true?
A) One's voice characteristics carry more of the message than body language in face-to-face communication.
B) Customers may look away from the salesperson while they actively consider information in the sales presentation.
C) Hand gestures have the same meanings in all cultures.
D) A person rocking from side-to-side is conveying a positive outlook.
E) Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Accepted Answer

It is common for customers to look away from the salesperson while they actively consider information in the sales presentation. This does not necessarily indicate disinterest or negative body language.

Note: A, C, D, and E are incorrect statements. A is incorrect as body language can often convey more than voice characteristics. C is incorrect because hand gestures can vary in meaning across cultures. D is incorrect because rocking from side-to-side can indicate anxiety or discomfort, rather than a positive outlook. And E is incorrect, as broad, vigorous arm gestures can indicate enthusiasm or passion in communication.

Question 18

As Betty progresses through her sales presentation,she notices that the customer begins to blink his 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 is often a sign of stress or discomfort, so Betty should become concerned and possibly adjust her sales approach to alleviate any stress or discomfort the customer may be experiencing. The other choices are not accurate interpretations of rapid blinking.

Question 19

Which of the following statements describes a problem the speaking-listening differential may cause?
A) The quality of the salesperson's handshake becomes more important.
B) The customer may accuse the salesperson of backdoor selling.
C) The buying center will have multiple gatekeepers.
D) Salespeople often become lazy listeners.
E) Salespeople will have trouble making appointments with prospects.

Accepted Answer

The speaking-listening differential refers to the tendency for people to speak more than they listen. This can result in salespeople becoming lazy listeners, which is a problem as they may miss out on important information that could help them make a sale.

Question 20

Sabrina needs to refrain from speaking after asking a prospect a difficult question.Tolerating silence is often important to allow the customer:
A) time to think.
B) an opportunity to end the meeting.
C) to shift from the intimate to the social zone.
D) to reveal underlying tension.
E) to show his or her anxiety.

Accepted Answer

Tolerating silence allows the customer the time to process and think about the difficult question before answering. It shows respect for the customer's thought process and allows for a more thoughtful response. Ending the meeting or shifting zones are not relevant in this context, while revealing tension or anxiety may not always be desirable.

Quiz 4: Using Communication Principles to Build Relationships

Michael notices that his prospect begins moving back and forth near the end of his sales presentation.How should Michael interpret this body language?

Which of the following is a suggestion for active listening?

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

Ursula is in the middle of a serious negotiation with her customer.She is not sure what the customer meant by his last statement.Ursula should _____ in order to verify her customer's intent.

Which of the following statements about body language is true in the United States?

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

Andrea is a technical assistant for a computer company.After listening to a customer,she asks,"What is it the software will not do?" Andrea is practicing the active listening skill of:

Which of the following is a suggestion for active listening?

During a sales presentation,why would a salesperson repeat word for word the negative comment a customer made about his product's service contract?

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

Tayler pays careful attention to what Jack (her prospect) is saying and sorts out relevant facts from all the statements.With eye contact and nods of her head,she tells Jack that she's interested in what Jack is saying.Tayler is engaged in:

Instead of describing the product,a salesperson was listening to a customer speak,while nodding her head and using expressions like,"Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking.The salesperson is:

One way to define the speaking-listening differential is to say:

Which of the following statements about active listening is FALSE?

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute,but he can listen to more than 800 words per minute.

Which of the following statements about body language is true?

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

Which of the following statements describes a problem the speaking-listening differential may cause?

Sabrina needs to refrain from speaking after asking a prospect a difficult question.Tolerating silence is often important to allow the customer: