Deck 4: Communication Skills

Question 1

Kim is a salesperson for ABC Advertising and is having trouble maintaining control of her sales calls.She finds that her customers often go off on tangents and will talk about relatively unimportant things until her time with those customers is up.Kim could probably benefit from ____.

A) Improving her questioning skills
B) Being candid with her customers by telling them they are wasting her time
C) Talking more during the sales call so the customers don't have a chance to go off on tangents
D) Being more formal and less friendly during the sales call
E) All of the above

Answer 1

A

Question 2

Which of the following best describes the purpose of trust-based sales communication?

A) To seek the buyer's agreement.
B) To seek the buyer's commitment.
C) To obtain an order from the buyer.
D) To seek common understanding between the buyer and seller.
E) To help the buyer understand the salesperson.

Answer 2

D

Question 3

Which of the following is not an objective of strategic questioning?

A) Provoke thinking
B) Gather information
C) Generate buyer involvement
D) Gain confirmation
E) Explain Benefits

Answer 3

E

Question 4

Which of the following is the best example of an open-end question?

A) How many employees to have?
B) Did you say you are already working with another supplier?
C) How do you currently assess the performance of your suppliers?
D) Are you interested in making a purchase today?
E) All of the above are open-end questions.

Question 5

A salesperson wishing to shift or redirect the topic of discussion should use which of the following types of questions?

A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Question 6

The acronym SPIN stands for?

A) Situation questions, Problem questions, Implication questions, and Need-payoff questions.
B) Situation questions, Personal questions, Indication questions, and Need-payoff questions.
C) Similar questions, Personal questions, Impersonal questions, and New questions.
D) Speak to the decision maker, Probe for needs, Identify problem, Never take no for an answer.
E) Speak, Probe, Identify, Need-payoff.

Question 7

"Do you see the merits of the solution I'm proposing?" is an example of which type of questions?

A) Closed-end
B) Multiple-choice
C) Probing
D) Evaluative
E) Both a and d are correct

Question 8

If a salesperson were to say "that sounds like an important issue, could you give me an example of what you mean?" he/she would be asking which type of question?

A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Question 9

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.

A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Question 10

Which of the following is usually not an objective of strategic questioning?

A) Provoke thinking
B) Gather information
C) Generate buyer involvement
D) Gain confirmation
E) All of the above are objectives of strategy questioning

Question 11

Which of the following is not a type of question described in the text?

A) Open-end questions
B) Closed-end questions
C) Multiple-choice questions
D) Probing questions
E) Interrogative questions

Question 12

Which of the following is an example of a closed-end question?

A) How do you determine sales goals for each region?
B) Why are your customers currently unhappy?
C) Is this the primary reason you are interested in switching suppliers?
D) How do you currently process orders?
E) All of the above are closed-end questions.

Question 13

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?

A) Evaluative
B) Reactive
C) Probing
D) Tactical
E) None of the above

Question 14

A salesperson wishing to uncover more detailed information should use which the following types of questions?

A) Evaluative
B) Multiple-choice
C) Probing
D) Tactical
E) None of the above

Question 15

Salespeople need to possess effective trust-based sales communications skills so that they:

A) Can do a better job of asking for the order.
B) Are better able to identify buying needs and accurately convey proposed solutions.
C) Are better able to communicate to the selling organization.
D) Have an advantage over their customers.
E) Both the b and d are correct.

Question 16

"Do you typically purchase or lease?" is an example of which type of SPIN question?

A) Speak
B) Identify
C) Implication
D) Situation
E) Indication

Question 17

A salesperson asking a buyer "Have you had any trouble with your copying equipment?" is asking a _________ type of SPIN question.

A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Question 18

A salesperson asking a buyer "How would your productivity be affected if your copier never stopped functioning properly?" is asking a ________ type of SPIN question.

A) Implication
B) Problem
C) Situation
D) Need-Payoff
E) None of the above

Question 19

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?

A) Evaluative
B) Multiple-choice
C) Probing
D) Tactical
E) None of the above

Question 20

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?

A) Gain confirmation
B) Closed-ended question
C) Gather information
D) None of the above
E) Both b and c

Question 21

Which of the following is not a type of question found in the ADAPT questioning system?

A) Assessment questions
B) Activation questions
C) Projection questions
D) Problem questions
E) Transition questions

Question 22

Which of the following best describes the purpose of the SPIN questioning system?

A) To involve the buyer in the sales presentation.
B) To uncover the needs of the buyer.
C) To stimulate the buyer's interest in hearing a solution.
D) To gain the buyer's commitment to a purchase.
E) Both b and c are correct.

Question 23

"How would a system that your operators found easier to use affect your business operations?" is an example which type of ADAPT question?

A) Assessment questions
B) Activation questions
C) Projection questions
D) Problem questions
E) Discovery questions

Question 24

The acronym SIER stands for what?

A) Seeing, Interpreting, Earning, and Realizing
B) Sensing, Interpreting, Evaluating, and Responding
C) Sensing, Implying, Earning, and Realizing
D) Sensitive, Interested, Eager, and Responsive
E) None of the above are correct

Question 25

If the salesperson is successful with projection questions he/she should:

A) Ask for the order.
B) Ask transition questions.
C) Ask implication questions.
D) Begin presenting a solution.
E) All of the above are correct.

Question 26

Conveying interest and understanding is the objective of which active listening component?

A) Implying
B) Interpreting
C) Sensing
D) Evaluating
E) Responding

Question 27

"What are the growth objectives of the company?" is an example which type of ADAPT question?

A) Assessment questions
B) Activation questions
C) Transition questions
D) Problem questions
E) Discovery questions

Question 28

The ADAPT questioning system is similar to the SPIN questioning system in that:

A) Both questioning systems include a sequential set of questions.
B) Both questioning systems seek to uncover needs.
C) Both questioning systems seek to stimulate the buyer's interest in solving uncovered problem.
D) Both questioning systems may utilize open-end and closed-end questions.
E) All of the above are correct.

Question 29

Which of the following is not one of the ten keys to effective listening?

A) Evaluates and judges the message as it is being communicated.
B) Listens for central themes
C) Interprets color words but does not get hung up on them
D) Actively looks for opportunities of common interest
E) Each of the above is one of the keys to effective listening

Question 30

Michele is a salesperson who finds it effective to try and ______________ what the buy is saying. This helps her to pay attention and understand what the buyer is saying.

A) Visualize
B) Discredit
C) Make assumptions
D) Control
E) All the above are correct

Question 31

Within the SPIN questioning system, which questions are designed to serve as a transition from need identification to presentation of solutions?

A) Situation questions
B) Need-payoff questions
C) Implication questions
D) Transition questions
E) Both b and d are correct

Question 32

Drawing meaning from what the buyer is saying (through both verbal and nonverbal communication)is the objective of which active listening component?

A) Seeing
B) Implying
C) Interpreting
D) Evaluating
E) Sensing

Question 33

"Would you be interested in a system that is easier for your operators to use?" is an example which type of ADAPT question?

A) Transition questions
B) Activation questions
C) Projection questions
D) Problem questions
E) Discovery questions

Question 34

"How will the supplier's inability to deliver on time affect your planned expansion?" is an example which type of ADAPT question?

A) Assessment questions
B) Activation questions
C) Projection questions
D) Problem questions
E) Discovery questions

Question 35

By demonstrating effective listening, a salesperson is able to do which of the following?

A) Help build the buyer's trust
B) Convince the buyer that the salesperson's product is best
C) Always uncover two or three explicit needs
D) Beat out the competition
E) All the above are correct

Question 36

In order to be an effective listener a salesperson must do which of the following?

A) Pay attention
B) Paraphrase and repeat
C) Make no assumptions about what the buyer is saying
D) Monitor the buyer's nonverbal language
E) All the above are correct

Question 37

Which of the following are likely to result when a salesperson uses poor grammar in either oral or written communications?

A) The meaning and credibility of the message are significantly downgraded
B) The receiver begins to focus on the poor grammar rather than the meaning of the message
C) The receiver dismisses the sender and the sender's organization as being unable to perform the role of an effective supplier and partner
D) The probability of effective communication is reduced
E) All the above are likely to result

Question 38

"How well are your current suppliers performing?" is an example of which type of ADAPT question?

A) Assessment questions
B) Activation questions
C) Discovery questions
D) Problem questions
E) Transition questions

Question 39

Receiving both verbal and nonverbal communication is the objective of which active listening component?

A) Seeing
B) Sensing
C) Evaluating
D) Earning
E) Responding

Question 40

The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers is called?

A) Listening
B) Social listening
C) Communication
D) Active listening
E) Really listening

Question 41

The purpose of sales communication is to seek agreement from the prospective buyer.

Question 42

Each individual type of nonverbal communication carries meaning.However, collectively the pieces of nonverbal communication being expressed at the same time combine to form unique meaning (that is, different from that of the individual pieces).This collection of nonverbal communication is referred to as _________.

A) Nonverbal clusters
B) Nonverbal communication
C) Nonverbal communication qualifiers (NCQ)
D) Collective nonverbal communication (CNC)
E) None of the above

Question 43

Closed-ended questions encourage the customer to respond freely.

Question 44

Trust-based sales communication is a form of communication that enables salespeople to convince buyers to buy just about anything provided the price is reasonable.

Question 45

Salespeople often combine different types of questions to accomplish multiple and closely related sales objectives.

Question 46

In most face-to-face communication, approximately what percentage of meaning is conveyed through nonverbal communication?

A) Less than 10%
B) About 50%
C) Close to 75%
D) Almost 90%
E) Almost none

Question 47

In trust-based selling it is more important that the salesperson talks with rather than at the buyer.

Question 48

In trust-based sales communication, successful salespeople avoid any sort of strategic application of questioning because doing so is too restricting.

Question 49

A salesperson with well-developed questioning skills is able to control the flow and direction of the sales call through the questions he/she asks.

Question 50

When speaking with someone on a job interview or sales call, which of the following body postures is most appropriate?

A) Sitting back in the chair with feet up
B) Sitting and leaning forward, or sitting on the edge of a the chair
C) Leaning back with both hands placed behind you head
D) Standing next to the buyer even though the decides to sit down
E) You have bad breath

Question 51

Salespeople use evaluative questions to uncover prospects' perceptions and feelings regarding existing and desired circumstances.

Question 52

Which of the following is not one of voice characteristics described in the text?

A) Pitch
B) Frequency
C) Speaking Rate
D) Intensity
E) Quality

Question 53

In order to collect important information concerning the needs of the buyer, the salesperson should utilize tactical questions only.

Question 54

Which the following is a characteristic of nonverbal language?

A) It includes body movement and vocal characteristics
B) It relatively unimportant to communication
C) It includes body movement but not vocal characteristics
D) It is extremely easy to control
E) It conveys very little meaning

Question 55

In trust-based sales communication, successful salespeople are strategic about the questions they ask.

Question 56

If you find that people you speak with often misinterpret your verbal messages, you should probably work on what?

A) Your sales presentation
B) Your listening skills
C) Your voice characteristics
D) Your prospecting skills
E) Asking new and different questions.

Question 57

Open-ended questions encourage the customer to respond freely.

Question 58

Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer.You notice that the buyer backs away from you each time you step within 4 feet of him/her to talk.Which of the following is most likely?

A) The buyer is not interested in what you are saying
B) You are invading the buyer's personal zone
C) You are invading the buyer's public zone
D) The buyer does not like you
E) You have bad breath

Question 59

Reactive questions are always open-ended.

Question 60

In order to collect important information concerning the needs of the buyer, the salesperson should utilize probing questions.

Question 61

A salesperson will use Transition questions to move the sales call from the rapport building stage to the needs discovery stage.

Question 62

Once you get the hang of it, active listening is relatively easy and does not require much effort.

Question 63

"Are you interested in making a purchase today?" is an example of a SPIN question.

Question 64

The S in SPIN stands for situation questions, and they are designed to help the buyer understand the seller's situation.

Question 65

"Your problem is that you're not working with the right suppliers." is an example of a Discovery question.

Question 66

An important part of listening is visual rather than auditory.

Question 67

According to the model of active listening described in the text, after sensing the buyer's message the salesperson is ready to respond.

Question 68

"Have your employees ever had any trouble managing their time?" is an example of a problem question.

Question 69

Projection questions ask the buyer to describe what life would be like without a problem.

Question 70

Active listening requires both cognition and concentration.

Question 71

"Are you interested in making a purchase today?" is an example of an ADAPT question.

Question 72

SPIN refers to a sequential series of questions while ADAPT refers to a non-sequential series of questions.

Question 73

Questions designed to probe information gained in the assessment stage of ADAPT are called Discovery questions.

Question 74

After asking problem questions, the salesperson should begin asking need-payoff questions.

Question 75

Although obtaining information is important, some questions the salesperson may ask are designed only to show interest.

Question 76

One of the problems many people have with listening is that they make assumptions about what the other person is saying before that person is finished communicating.

Question 77

Active listening is efficient for salespeople because they can actively form responses while the buyer is talking.

Question 78

Need-payoff questions can be similar to Transition questions.

Question 79

With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

Question 80

There is really no difference between serious listening and social listening.