Deck 4: Communication for Relationship Building: Its Not All Talk

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سؤال
In order for feedback to be valid,it must be verbal.
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لقلب البطاقة.
سؤال
The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.
سؤال
Communication,in a sales context,is an exchange process.
سؤال
The source of communication in a sales presentation is the producer/manufacturer.
سؤال
Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.
سؤال
Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.
سؤال
Acceptance signals indicate the buyer is favorably inclined toward the presentation.
سؤال
A salesperson can change caution signals into agreement signals by speeding up her planned presentation.
سؤال
Buyers may project caution signals with puzzled expressions.
سؤال
Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.
سؤال
Historically,the handshake is most likely evolved as a gesture of peace between warriors.
سؤال
The receiver is the person for whom communication is intended.
سؤال
The unspoken message in most companies is that freedom in dress may be a privilege of rank.
سؤال
In a normal two-person conversation,at least 60 percent of the social meaning is expressed verbally.
سؤال
Social space is established in a selling situation when two people shake hands.
سؤال
Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.
سؤال
A prospect can communicate with you without uttering a word.
سؤال
The buyer projects caution signals with a body angle that leans toward you.
سؤال
According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness.
سؤال
The conversion by the salesperson of ideas and concepts into language and material is the decoding process.
سؤال
Hearing means getting meaning from sounds.
سؤال
Probing questions are intended to assess the buyer's attitude about a sales presentation.
سؤال
Self-concept theory asserts that buyers have four images: real self,self-image,ideal self,and looking-glass self.
سؤال
A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.
سؤال
A senser is a people-oriented individual who is sensitive to people's needs.
سؤال
Empathy is the ability to identify and understand the other person's feelings,ideas,and situation.
سؤال
In a normal two-person conversation,more than 65% of the social meaning of what is communicated is conveyed:

A)by the receiver.
B)nonverbally.
C)in a distorted manner.
D)orally.
E)in written format.
سؤال
When engaged in marginal listening,Andrew,the salesperson,refrains from evaluating the message and tries to see the prospects' point of view.
سؤال
Even if a salesperson fails to notice the feedback signals being sent by a prospect,feedback has still occurred.
سؤال
Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.
سؤال
Proof statements can add credibility to a sales message.
سؤال
The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.
سؤال
People can listen approximately twice as fast as they can talk.
سؤال
Active listening involves trying to see the other person's viewpoint.
سؤال
Unless necessary,highly technical presentations should be avoided.
سؤال
Disagreement signals should be handled by using close-ended questions and projecting acceptance signals.
سؤال
When a salesperson receives disagreement signals,he should immediately stop his planned presentation and quickly adjust to the unplanned situation.
سؤال
The ideal self is how people see themselves,and the looking-glass self refers to how people think others regard them.
سؤال
Persuasion is the ability to change a person's belief,position,or course of action.
سؤال
Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

A)Asking questions periodically
B)Assessing body language
C)Listening carefully to others
D)Making comments when needed
E)Becoming multi-lingual
سؤال
Which of the following distorts communication between the buyer and the seller?

A)Encoding mechanisms
B)Feedback
C)Decoding tools
D)Noise
E)Caution signals
سؤال
From a communications model perspective,the salesperson in a sales call is the:

A)source.
B)dispatcher.
C)presenter.
D)receiver.
E)decoder.
سؤال
The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said,"I will never use your company's product.It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process,the dentist:

A)encoded the message.
B)created noise.
C)provided feedback.
D)changed the communication channel.
E)altered the communication medium.
سؤال
A chair beside a prospect's desk will typically be in which space zone?

A)Communal
B)Intimate
C)Social
D)Personal
E)Public
سؤال
In the communication process,the information conveyed by the salesperson to the prospect during the sales presentation is called:

A)the source context.
B)encoding.
C)the medium.
D)decoding.
E)the message.
سؤال
What is the term used to describe the reception and translation of information by the receiver?

A)The communication process
B)The message context
C)The encoding process
D)The decoding process
E)The medium selection
سؤال
Identify the area that is normally used for a sales presentation.

A)Communal space
B)Intimate space
C)Social space
D)Personal space
E)Public space
سؤال
The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's _____ space.

A)adjacent
B)communal
C)social
D)personal
E)public
سؤال
Research has found that the majority of face-to-face communication consists of _____ expressions.

A)explicit
B)verbal
C)vocal
D)nonverbal
E)persuasive
سؤال
The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens".The retailer does not understand why the golf balls have tungsten in their core because he is not a golfer himself.In terms of the communication process,this represents a problem with:

A)source context.
B)encoding.
C)the medium.
D)decoding.
E)the message feedback.
سؤال
When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.These are called:

A)feedback precipitators.
B)encoding tools.
C)mediums.
D)decoding mechanisms.
E)message sources.
سؤال
The concept of _____ space refers to the area around the self that a person will not allow another person to enter without consent.

A)territorial
B)adjacent
C)secured
D)personal
E)protected
سؤال
If the salesperson talks and the buyer only listens,_____ has occurred.

A)distortion
B)hard-sell communication
C)non-communication
D)noise
E)one-way communication
سؤال
What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

A)Decoding
B)Processing
C)Encoding
D)Translating
E)Receiving
سؤال
In terms of the basic communication model:

A)the customer is the source.
B)the trial close is the feedback.
C)there is no noise.
D)the sales presentation contains the message.
E)the medium is either verbal or nonverbal,but not both.
سؤال
The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens".In the communication process,the description of the golf balls is the:

A)medium.
B)feedback.
C)source.
D)message.
E)decoder.
سؤال
Jack Stewart sells ski equipment to retailers.On a recent sales call,a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation.In terms of the communication process,the fly was an example of:

A)noise.
B)a caution signal.
C)negative feedback.
D)a disagreement signal.
E)an alternate communication channel.
سؤال
If you enter into a new prospect's _____ space without the prospect's permission,the prospect may find your behavior socially unacceptable or offensive.

A)adjacent
B)intimate
C)secured
D)public
E)protected
سؤال
A distance of up to two feet,or about arm's length,around an individual is defined as:

A)controlled space.
B)consensual distance.
C)close space.
D)intimate space.
E)adjacency.
سؤال
The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers.From a communications model perspective,the retailer is the:

A)source.
B)encoder.
C)communication deliverer.
D)receiver.
E)sender.
سؤال
When making a sales presentation to a group of buyers,the salesperson typically occupies which space zone?

A)Impersonal
B)Public
C)Social
D)Personal
E)Consensual
سؤال
As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be the best one to try?

A)Continue with the visual aid portion of the planned presentation
B)Ask closed-ended questions to increase the buyer's involvement
C)Depart from the planned presentation
D)Speed up the presentation
E)Request a purchase order
سؤال
As James begins to discuss product prices,he notices his prospect has folded his arms across his chest,clenched his hands,and avoided eye contact.James has received _____ signals.

A)rejection
B)disagreement
C)neutral
D)caution
E)defiance
سؤال
All of the following can help change caution signals into acceptance signals EXCEPT:

A)being positive and enthusiastic.
B)changing the planned presentation.
C)asking open-ended questions.
D)carefully listening to the buyer's message.
E)continuing with the presentation.
سؤال
When the buyer is leaning forward or upright during the salesperson's presentation,she is projecting _____ signals.

A)disagreement
B)tolerance
C)caution
D)recognition
E)acceptance
سؤال
A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

A)space threat.
B)territorial assault.
C)space invasion.
D)personal intrusion.
E)trespassing opportunity.
سؤال
Why is it important for a salesperson to be aware of caution signals?

A)They indicate blocked communication.
B)They usually lead to the next step,which is buyer acceptance.
C)They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer.
D)They signal the salesperson to speed up the sales presentation.
E)They warn the salesperson to close the deal quickly before a competitor does.
سؤال
Which of the following is a caution signal?

A)Leaning forward or upright at attention
B)Direct eye contact
C)Legs crossed and pointed away
D)Negative voice tones
E)Puzzled expression
سؤال
According to the text,which of the following is a true statement regarding business attire?

A)Clothes send a vocal message about the salesperson.
B)Few major corporations still encourage conservative clothing.
C)A salesperson's wardrobe plays a significant factor in sales success.
D)Sporty clothing and business casual are appropriate in most situations.
E)Overly conservative clothing highlights a salesperson's aggressiveness.
سؤال
Arthur Sullivan is a very enthusiastic salesperson.However,when he calls on customers,he usually leans on their desks and rearranges items on their desks to make room for his sales materials.Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

A)space threat.
B)interloper.
C)territorial assailant.
D)territorial intruder.
E)trespasser.
سؤال
Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

A)Intolerant
B)Caution
C)Disagreement
D)Acceptance
E)Recognition
سؤال
International protocol for handshaking dictates that it is appropriate to:

A)avoid initiating handshakes if you are a woman.
B)pull your hand away quickly in all cultures.
C)give very brief,strong handshakes in Arab countries.
D)shake hands three times with Japanese businesspersons.
E)shake hands with everyone in the room in all cultures.
سؤال
Imagine that you sell veterinarian products.As you discuss the merit of a new vaccination with a potential buyer,you notice that she is leaning away from you and rearranging objects on her desk.You are receiving _____ signals.

A)mixed
B)disagreement
C)territorial
D)caution
E)defiance
سؤال
_____ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

A)Disagreement
B)Caution
C)Warning
D)Coercion
E)Acceptance
سؤال
Assume that you are a male salesperson.What advice does the text give you about the length of your hair?

A)Wear it short to suggest a conservative,professional,and business-like approach.
B)Consider the types of customers you will be calling on and select your hairstyle accordingly.
C)Wear it long to show an optimistic outlook on life.
D)Wear your hair at a medium length in order not to offend prospects that prefer long or short hair.
E)Use hair styling products to maintain a stylish appearance.
سؤال
A medical supplies salesperson walks into a hospital administrator's office.The administrator invites the salesperson to sit in a chair directly across the desk from her.Into which space zone is the salesperson being placed?

A)Intimate
B)Communal
C)Social
D)Personal
E)Public
سؤال
Robert Moss has a very extroverted personality.When he calls on customers,he customarily leans on their desks,uses part of their desks to hold their presentation material,and will sometimes rearrange customers' desks for his own comfort.When Robert walks around a prospect's desk to give them a hug,Robert is most likely guilty of:

A)territorial trespassing.
B)corporate nesting.
C)space invasion.
D)area constriction.
E)situational distortion.
سؤال
Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

A)Disagreement
B)Tolerance
C)Caution
D)Acceptance
E)Recognition
سؤال
Kelly sells women's accessories.Her prospective buyer is smiling and is eyeing the samples Kelly brought with her to the sales presentation.The buyer's legs are uncrossed,and her arms are relaxed.What should Kelly do?

A)Continue as planned with the sales presentation
B)Use open-ended questions to determine the buyer's objections
C)Stop her planned presentation and reduce sales pressure
D)Thank the buyer for her time and leave
E)Assume the buyer will never enter the conviction stage
سؤال
Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

A)space threats.
B)territorial assailants.
C)space invasions.
D)territorial intruders.
E)trespassers.
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ملء الشاشة (f)
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Deck 4: Communication for Relationship Building: Its Not All Talk
1
In order for feedback to be valid,it must be verbal.
False
2
The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.
False
3
Communication,in a sales context,is an exchange process.
True
4
The source of communication in a sales presentation is the producer/manufacturer.
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5
Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.
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6
Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.
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7
Acceptance signals indicate the buyer is favorably inclined toward the presentation.
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8
A salesperson can change caution signals into agreement signals by speeding up her planned presentation.
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9
Buyers may project caution signals with puzzled expressions.
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10
Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.
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11
Historically,the handshake is most likely evolved as a gesture of peace between warriors.
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12
The receiver is the person for whom communication is intended.
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13
The unspoken message in most companies is that freedom in dress may be a privilege of rank.
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14
In a normal two-person conversation,at least 60 percent of the social meaning is expressed verbally.
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15
Social space is established in a selling situation when two people shake hands.
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16
Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.
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17
A prospect can communicate with you without uttering a word.
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18
The buyer projects caution signals with a body angle that leans toward you.
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19
According to the text,sales representatives should dress in conservative business clothes to enhance their effectiveness.
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20
The conversion by the salesperson of ideas and concepts into language and material is the decoding process.
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21
Hearing means getting meaning from sounds.
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22
Probing questions are intended to assess the buyer's attitude about a sales presentation.
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23
Self-concept theory asserts that buyers have four images: real self,self-image,ideal self,and looking-glass self.
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24
A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.
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25
A senser is a people-oriented individual who is sensitive to people's needs.
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26
Empathy is the ability to identify and understand the other person's feelings,ideas,and situation.
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27
In a normal two-person conversation,more than 65% of the social meaning of what is communicated is conveyed:

A)by the receiver.
B)nonverbally.
C)in a distorted manner.
D)orally.
E)in written format.
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28
When engaged in marginal listening,Andrew,the salesperson,refrains from evaluating the message and tries to see the prospects' point of view.
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29
Even if a salesperson fails to notice the feedback signals being sent by a prospect,feedback has still occurred.
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30
Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.
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31
Proof statements can add credibility to a sales message.
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32
The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.
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33
People can listen approximately twice as fast as they can talk.
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34
Active listening involves trying to see the other person's viewpoint.
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35
Unless necessary,highly technical presentations should be avoided.
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36
Disagreement signals should be handled by using close-ended questions and projecting acceptance signals.
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37
When a salesperson receives disagreement signals,he should immediately stop his planned presentation and quickly adjust to the unplanned situation.
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38
The ideal self is how people see themselves,and the looking-glass self refers to how people think others regard them.
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39
Persuasion is the ability to change a person's belief,position,or course of action.
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40
Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

A)Asking questions periodically
B)Assessing body language
C)Listening carefully to others
D)Making comments when needed
E)Becoming multi-lingual
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41
Which of the following distorts communication between the buyer and the seller?

A)Encoding mechanisms
B)Feedback
C)Decoding tools
D)Noise
E)Caution signals
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42
From a communications model perspective,the salesperson in a sales call is the:

A)source.
B)dispatcher.
C)presenter.
D)receiver.
E)decoder.
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43
The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said,"I will never use your company's product.It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process,the dentist:

A)encoded the message.
B)created noise.
C)provided feedback.
D)changed the communication channel.
E)altered the communication medium.
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44
A chair beside a prospect's desk will typically be in which space zone?

A)Communal
B)Intimate
C)Social
D)Personal
E)Public
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45
In the communication process,the information conveyed by the salesperson to the prospect during the sales presentation is called:

A)the source context.
B)encoding.
C)the medium.
D)decoding.
E)the message.
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46
What is the term used to describe the reception and translation of information by the receiver?

A)The communication process
B)The message context
C)The encoding process
D)The decoding process
E)The medium selection
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47
Identify the area that is normally used for a sales presentation.

A)Communal space
B)Intimate space
C)Social space
D)Personal space
E)Public space
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48
The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's _____ space.

A)adjacent
B)communal
C)social
D)personal
E)public
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49
Research has found that the majority of face-to-face communication consists of _____ expressions.

A)explicit
B)verbal
C)vocal
D)nonverbal
E)persuasive
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50
The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens".The retailer does not understand why the golf balls have tungsten in their core because he is not a golfer himself.In terms of the communication process,this represents a problem with:

A)source context.
B)encoding.
C)the medium.
D)decoding.
E)the message feedback.
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51
When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.These are called:

A)feedback precipitators.
B)encoding tools.
C)mediums.
D)decoding mechanisms.
E)message sources.
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52
The concept of _____ space refers to the area around the self that a person will not allow another person to enter without consent.

A)territorial
B)adjacent
C)secured
D)personal
E)protected
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53
If the salesperson talks and the buyer only listens,_____ has occurred.

A)distortion
B)hard-sell communication
C)non-communication
D)noise
E)one-way communication
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54
What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

A)Decoding
B)Processing
C)Encoding
D)Translating
E)Receiving
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55
In terms of the basic communication model:

A)the customer is the source.
B)the trial close is the feedback.
C)there is no noise.
D)the sales presentation contains the message.
E)the medium is either verbal or nonverbal,but not both.
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56
The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens".In the communication process,the description of the golf balls is the:

A)medium.
B)feedback.
C)source.
D)message.
E)decoder.
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57
Jack Stewart sells ski equipment to retailers.On a recent sales call,a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation.In terms of the communication process,the fly was an example of:

A)noise.
B)a caution signal.
C)negative feedback.
D)a disagreement signal.
E)an alternate communication channel.
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58
If you enter into a new prospect's _____ space without the prospect's permission,the prospect may find your behavior socially unacceptable or offensive.

A)adjacent
B)intimate
C)secured
D)public
E)protected
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59
A distance of up to two feet,or about arm's length,around an individual is defined as:

A)controlled space.
B)consensual distance.
C)close space.
D)intimate space.
E)adjacency.
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60
The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers.From a communications model perspective,the retailer is the:

A)source.
B)encoder.
C)communication deliverer.
D)receiver.
E)sender.
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61
When making a sales presentation to a group of buyers,the salesperson typically occupies which space zone?

A)Impersonal
B)Public
C)Social
D)Personal
E)Consensual
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62
As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be the best one to try?

A)Continue with the visual aid portion of the planned presentation
B)Ask closed-ended questions to increase the buyer's involvement
C)Depart from the planned presentation
D)Speed up the presentation
E)Request a purchase order
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63
As James begins to discuss product prices,he notices his prospect has folded his arms across his chest,clenched his hands,and avoided eye contact.James has received _____ signals.

A)rejection
B)disagreement
C)neutral
D)caution
E)defiance
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64
All of the following can help change caution signals into acceptance signals EXCEPT:

A)being positive and enthusiastic.
B)changing the planned presentation.
C)asking open-ended questions.
D)carefully listening to the buyer's message.
E)continuing with the presentation.
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65
When the buyer is leaning forward or upright during the salesperson's presentation,she is projecting _____ signals.

A)disagreement
B)tolerance
C)caution
D)recognition
E)acceptance
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66
A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

A)space threat.
B)territorial assault.
C)space invasion.
D)personal intrusion.
E)trespassing opportunity.
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67
Why is it important for a salesperson to be aware of caution signals?

A)They indicate blocked communication.
B)They usually lead to the next step,which is buyer acceptance.
C)They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer.
D)They signal the salesperson to speed up the sales presentation.
E)They warn the salesperson to close the deal quickly before a competitor does.
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68
Which of the following is a caution signal?

A)Leaning forward or upright at attention
B)Direct eye contact
C)Legs crossed and pointed away
D)Negative voice tones
E)Puzzled expression
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69
According to the text,which of the following is a true statement regarding business attire?

A)Clothes send a vocal message about the salesperson.
B)Few major corporations still encourage conservative clothing.
C)A salesperson's wardrobe plays a significant factor in sales success.
D)Sporty clothing and business casual are appropriate in most situations.
E)Overly conservative clothing highlights a salesperson's aggressiveness.
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70
Arthur Sullivan is a very enthusiastic salesperson.However,when he calls on customers,he usually leans on their desks and rearranges items on their desks to make room for his sales materials.Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

A)space threat.
B)interloper.
C)territorial assailant.
D)territorial intruder.
E)trespasser.
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71
Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

A)Intolerant
B)Caution
C)Disagreement
D)Acceptance
E)Recognition
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72
International protocol for handshaking dictates that it is appropriate to:

A)avoid initiating handshakes if you are a woman.
B)pull your hand away quickly in all cultures.
C)give very brief,strong handshakes in Arab countries.
D)shake hands three times with Japanese businesspersons.
E)shake hands with everyone in the room in all cultures.
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73
Imagine that you sell veterinarian products.As you discuss the merit of a new vaccination with a potential buyer,you notice that she is leaning away from you and rearranging objects on her desk.You are receiving _____ signals.

A)mixed
B)disagreement
C)territorial
D)caution
E)defiance
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74
_____ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

A)Disagreement
B)Caution
C)Warning
D)Coercion
E)Acceptance
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75
Assume that you are a male salesperson.What advice does the text give you about the length of your hair?

A)Wear it short to suggest a conservative,professional,and business-like approach.
B)Consider the types of customers you will be calling on and select your hairstyle accordingly.
C)Wear it long to show an optimistic outlook on life.
D)Wear your hair at a medium length in order not to offend prospects that prefer long or short hair.
E)Use hair styling products to maintain a stylish appearance.
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76
A medical supplies salesperson walks into a hospital administrator's office.The administrator invites the salesperson to sit in a chair directly across the desk from her.Into which space zone is the salesperson being placed?

A)Intimate
B)Communal
C)Social
D)Personal
E)Public
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77
Robert Moss has a very extroverted personality.When he calls on customers,he customarily leans on their desks,uses part of their desks to hold their presentation material,and will sometimes rearrange customers' desks for his own comfort.When Robert walks around a prospect's desk to give them a hug,Robert is most likely guilty of:

A)territorial trespassing.
B)corporate nesting.
C)space invasion.
D)area constriction.
E)situational distortion.
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78
Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

A)Disagreement
B)Tolerance
C)Caution
D)Acceptance
E)Recognition
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79
Kelly sells women's accessories.Her prospective buyer is smiling and is eyeing the samples Kelly brought with her to the sales presentation.The buyer's legs are uncrossed,and her arms are relaxed.What should Kelly do?

A)Continue as planned with the sales presentation
B)Use open-ended questions to determine the buyer's objections
C)Stop her planned presentation and reduce sales pressure
D)Thank the buyer for her time and leave
E)Assume the buyer will never enter the conviction stage
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80
Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

A)space threats.
B)territorial assailants.
C)space invasions.
D)territorial intruders.
E)trespassers.
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