Question 1

When engaged in marginal listening,Andrew,the salesperson,focuses on the speaker's words and tries to see the prospects' point of view.

Accepted Answer

The active listener tries to see the other person's point of view. Marginal listeners are easily distracted and do not concentrate on the message.

Question 2

Active listening is the easiest type of listening for a novice salesperson.

Accepted Answer

Active listening is sometimes difficult to do, especially for the novice salesperson. The novice may continue to talk about a particular situation or problem. However, the salesperson must learn to listen. It is a key to sales success.

Question 3

A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.

Accepted Answer

Enthusiasm combined with proof statements greatly improves a salesperson's persuasive ability. Proof statements are statements that substantiate the salesperson's claims.
Multiple Choice Questions

Question 4

Untrained listeners typically retain 75% of a conversation.

Accepted Answer

An untrained listener is likely to understand and retain only about 50 percent of a conversation. After 48 hours, the retention rate drops to 25 percent.

Question 5

Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

Accepted Answer

Asking questions, watching non-verbals, listening, and talking as needed are secrets to successfully helping others in a sales situation. Use these secrets of effective communication for building long-term relationships based on the Golden Rule of Selling.

Question 6

Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Accepted Answer

Empathy is the ability to identify and understand the other person's feelings, ideas, and situation. Empathy is evidenced by a salesperson's display of sincerity and interest in the buyer's situation.

Question 7

Hearing is the process of deriving meaning from sounds.

Accepted Answer

Hearing refers to being able to detect sounds. Listening is deriving meaning from sounds that are heard.

Question 8

Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

Accepted Answer

In order to be successful, most salespeople have to adapt their own personal style so that they can relate to buyers. Recognizing the personality of the buyer is the first step in making modifications to a presentation style.

Question 9

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process,the description of the drill is the:

Accepted Answer

The information intended to be conveyed in a sales presentation, such as details about the drill, is known as the message. Noise refers to factors that distort communication, such as interruptions.

Question 10

Probing questions are intended to assess the buyer's attitude about a sales presentation.

Accepted Answer

Questioning, sometimes called probing, allows the salesperson to determine the buyer's attitude toward the sales presentation. Probing refers to gathering information and uncovering customer needs using one or more questions.

Question 11

The "KISS" philosophy reminds a salesperson to keep the sales presentation simple.

Accepted Answer

KISS stands for keep it simple, salesperson. Effective salespeople avoid being too technical during their sales presentations.

Question 12

From a communications model perspective,the salesperson in a sales call is the:

Accepted Answer

The salesperson is the source of the communication. The prospect or buyer is the receiver.

Question 13

You are creating the preparatory notes and slides for a sales presentation.This is a part of the _____ element in the basic communication model.

Accepted Answer

The encoding process is the salesperson's conversion of ideas and concepts into the language and materials used in the sales presentation, such as notes and slides.

Question 14

In a communication process,the information conveyed by the salesperson to the prospect in a sales presentation is known as the:

Accepted Answer

The information intended to be conveyed in a sales presentation is known as the message. The salesperson is the source of the message.

Question 15

Marginal listening is the most complex and final level of listening that involves high levels of concentration.

Accepted Answer

Marginal listening, the first and lowest level, involves the least concentration, and typically listeners are easily distracted by their thoughts. Active listening involves the greatest amount of concentration.

Question 16

When you call on a prospect,your words,visual materials,and body language are all used to communicate with your prospect.With reference to the communication process,these are collectively known as:

Accepted Answer

Medium refers to the form of communication used in the sales presentation and discussion, such as words, visual materials, and body language.

Question 17

An active listener refrains from evaluating the message and tries to see the other person's point of view.

Accepted Answer

The active listener refrains from evaluating the message and tries to see the other person's point of view. Attention is not only on the words spoken but also on the thoughts, feelings, and meaning conveyed.

Question 18

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

Accepted Answer

An evaluative listener actively tries to hear what the prospect says but isn't making an effort to understand the intent. Instead of accepting and trying to understand a prospect's message, the evaluative listener categorizes the statement and concentrates on preparing a response.

Question 19

A senser is a people-oriented individual who is sensitive to people's needs.

Accepted Answer

A senser is an action-oriented person who deals with the world through his or her senses. A feeler is people-oriented and sensitive to the needs of others.

Question 20

Salespeople should deal with sensers in a factual manner using graphs,models,and samples.

Accepted Answer

When working with sensers, it is important to be brief and to the point. Graphs, models, and samples help the senser visualize a presentation.

Quiz 5: Communication for Relationship Building: Its Not All Talk